ComplaintsforConditioned Air

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  New AC unit purchased & deposit paid on 7/11/24. Permit obtained by *********************************** occurred on 7/17/24. To complete the installation, Conditioned Air was to contact the County Inspector and once inspection is approved balance of $4767 to be paid by us. The inspection has not taken place however, balance of $4767, charged to my credit card on 7/25/24. Texted, emailed and then began calling Cond. Air about this. Called many times and then finally on 8/8 told they would escalate complaint. Never heard back. Called on 8/13, we were told appointment set w/inspector on 8/22. Stayed home all day on 8/22, no one showed. Called Conditioned Air again upon no show of inspector, left message to call me back, (as each time you call you are on hold for a long time), no one has returned my call. All we want is for them have the unit/inspection take place and we will pay the balance owed.

  

  Business response

  09/10/2024

  We apologize for the issue with scheduling the inspection and understand how frustrating that must be. We are actively working with the city of ********** to correct this matter. We truly appreciate you bringing this to our attention and allowing us the opportunity to make this right for you.
  
  Sincerely,
  Conditioned Air

  Customer response

  09/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** & *********************** & ******

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a new AC unit installed in Nov 2023, and they have been out 3 times to fix, and was now told they want $900 before they come back out, the place is dishonest and a joke

  

  Business response

  08/16/2024

  Dear ****************,
  
  Conditioned Air prides itself on delivering unconditional service with honesty, integrity, and respect in every aspect of our work.  We appreciate your loyalty over the years and apologize if our service ever fell short of your expectations.
  
  Our ************************* (*****************************) called and left a voice message with his direct contact information.  At your earliest convenience, please return the call so we can help resolve this situation for you.
  
  We value your business and welcome the opportunity to continue to provide exceptional service.

  Sincerely, Conditioned Air
  

  Customer response

  08/16/2024

   
  Complaint: 22144642
  
  I am rejecting this response because: you came to fix twice, we had to pay both times, and it wasnt fixed. We were then told we had to pay $900 to get another technician out to the condo. We hired someone else and were told the ** unit wasnt installed properly. We are paying this other company to rectify the shoddy installation. No interest in ever working with conditioned air ever again
  
  Sincerely,
  
  *********************

  

  Business response

  08/21/2024

  Dear ***************,
  
  We appreciate the opportunity to work with you and are sorry that you chose to go in a different direction.
  
  We have tried contacting you, to which you have rejected our good-faith efforts to resolve your situation.
  
  From our pictures, another service company, Debon Air, performed service on 04/06/2024.  After which, we have made three trips to your location:
  
  1.)  05/09/2024:  the cooling tower in the building was down.  We reset the unit, and it worked.  This situation was not caused by Conditioned Air, but rather by the building system.
  2.)  08/01/2024:  we were on-site for another no-cool call and found the water strainer to the unit was clogged.  Again, another building system related problem caused the situation.  We cleared the strainer, and the unit began to function normally.
  3.)  08/14/2024:  we were on-site to clean and flush the drain lines that were clogged, which is part of maintenance. We called & left a message and did not receive approval to perform any work. 
  
  None of these issues were caused by Conditioned Air, and none of them are related to the installation of the unit. 
  
  We have no control over a competitors view, which we would kindly disagree with.
  
  Sincerely,
  Conditioned Air

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Repair bill for replacement of thermostat destroyed by a Conditioned Air serviceman on December 20, 2023. The replacement was done 2/29/2024 and was billed 6/1/2024 for $654.

  

  Business response

  08/01/2024

  We do apologize you feel this way. We do not believe our technician broke your thermostat. We have tried multiple times to speak with you but have been hung up on 3 different occasions. Conditioned Air's invoice is correct and due. If you would like to speak to us please give us a call and we can further go through the details. Thank you

  Customer response

  08/05/2024

   
  Complaint: 22065985
  
  I am rejecting this response because:
  The technician who provided the service on February ************************************************************************************************************************ December.  He advised me at the time that there would be no charge for the repair.  No invoice was sent until June.  In the interim Conditioned Air provided another billed maintenance service without incident.  This is clearly a book keeping and documentation error on your part.  In addition the customer service I received was unprofessional.  The only person who hung up was Conditioned Air.  This happened at least three times.  I have been a loyal customer since 2020 and had no issues until now.  I will pay this grossly overcharged repair bill caused by your technicians so I never have to deal with this awful company again.  You can also rest assured that I will advise against using Conditioned Air to anyone interested in these services.  I expected too much from a company which has outgrown its ability to manage itself properly.

  Sincerely,
  
  ***************************

  

  Business response

  08/09/2024

  Dear ****************,
  
  Conditioned Air prides itself on delivering unconditional service with honesty, integrity, and respect in every aspect of our work.  We appreciate your loyalty over the years and apologize if our service ever fell short of your expectations.
  
  To ensure we deliver the best quality and value to our customers,we do request that our customers approve any work (especially if there is a cost involved) before proceeding.
  
  We did have a system glitch, which caused a delay in sending the invoice.  We truly apologize for any inconvenience that caused you.
  
  We value your business and welcome the opportunity to continue to provide exceptional service.
  
  If you would like to discuss this matter, please feel free to contact me directly.
  
  Sincerely,
  
  *********************
  Director Retail Service
  **************
  

  Customer response

  08/20/2024

   
  Complaint: 22065985
  
  I am rejecting this response because:
  There are many more glitches than the one which caused a six month delay in your bill.

  Conditioned Air has many issues particularly with regard to management communication with service providers and customers.  The ********************** management is overwhelmed.

  I can buy he exact thermostat you installed in my home in less than an hour, for less than $175 at **********.  How that becomes a $654 bill is truly extraordinary.  My friends, neighbors and relatives all strongly agree.

  It is and has been worth paying this obscene overcharge for damage caused by your technician to end my unhealthy relationship with Conditioned Air.

  I am clearly an incorrect customer so I am sure you wont miss me or anyone I discuss you with.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased Daikin AC system January of 2023. Starting May of 2024 unit was not holding temperature. Two tech visits did not resolve problem. Visit by third tech identified failed EEV valve and parts were ordered. Never received promised call backs on parts availability. Was finally told parts were a week out. In a week I called and was told it would be another two weeks. Continued calling for updates and was finally told yesterday (July 25) that they would come out today and fix the unit. Received a call this morning and allegedly one of the parts arrived broken and now I have no idea when (or if) unit will ever be fixed. ****** has suggested that dealer could replace entire air handler if parts availability is a problem. I have asked about this repeatedly with no response. I want a definite repair date and an answer to simply replacing entire air handler which seems a more straight forward solution.

  

  Business response

  08/07/2024

  This system was down for a brief period. While parts where on order. Two out of 3 parts were received and were installed that day. The system is up and running. The third part was only ordered as a precautionary measure. This part remains on back order. We have no control over the manufacturing of HVA/C equipment.   

  Customer response

  08/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Sort of...My main complaint involved the poor communication about status and resolution. Yes, the system was ultimately fixed and seems to be running properly. But the problem was not uncovered by the first two tech visits, one of which I feel I paid too much for. And once the problem was diagnosed properly communication about how long it would take to fix was poor. So yes, consider this closed but also realize my confidence in Conditioned Air has been damaged.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a loyal customer of the business for over 3 years. I had my semi annual maintenance completed on 6/10/24 under invoice number ******* with service tech *******************. At the appointment the technician advised that my air filters were not quite ready to be replaced. On 7/1/24 I changed the air filters and noticed in my second floor air handler unit closet that a s**** in piece with a black topper was half broken on the floor. This is the piece that is on the front of the unit to close on small cover for the air filters. I sent a picture and an email to service manager *********************** at the company,. However, nine days later, he has not responded. The picture is attached. At the very least, the business needs to replace this inexpensive part either through the mail or a technician visit.

  

  Business response

  07/11/2024

  My apologies **************, your email came into my spam mail, I will get the part out to you in next few days. 

   

  ****

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have contracted for bi-annual service with Conditioned Air since building here in 2006. In November of 23 our garage cooling unit was not working. Repairs were done for approximately $500 but techs said it was at best a bandaid. By February the unit again failed and we contracted to buy and install a new one. We paid 1/2 of total cost approximately $2500 by credit card. The unit was installed on March 7 but techs could not get it to work/turn on. Techs returned on Apr 11 later they returned to again try to repair the brand new unit. But they had the wrong parts. Another visit on April 25 but again the tech was unable to repair. At this point we dont want a lemon repaired. We want a new unit that works with factory guarantees. Adding to our displeasure is the fact that we were charged in full for the unit once it was installed even though it has never worked. Our attempts to resolve this have been futile. Phone calls are not returned. The fellow who sold us the unit has tried to gain attention of superiors but to no avail. We need help to get a new unit installed ASAP before the summer heat boils our cars.

  

  Business response

  05/07/2024

  Our Service Manager spoke with ************* and has scheduled a technician to go to their home to address the issue.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2015 I purchased a heat pump from Conditioned Air, with a 10-year warranty on parts. In December 2023, the fan on the system would not turn off, causing it to run 24 hours a day needlessly, thereby increasing my electric bills. On 12/13/24, a technician identifying himself as "******" can to my home and told me I needed a new part, and that the office would contact me. By 1/3/24, they had not contacted me, so I called & spoke to "****," who said shed get back to me. She did not. On 1/9, I called & spoke to "*****," who said she'd get back to me. She did not. On 1/15 I called and spoke to "*****," who said that "*****" would call me. He did not. On 1/22, I called & spoke to "*****" again; she said "*****" was in the building & would call me back; I asked that he call me that day. He did not. This morning (1/24) I called & spoke to "*****" again. She told me that *************** would call me "in 5 minutes." He did not. If this isn't total unresponsiveness & a classic run-around, I don't know what is. *****************************

  

  Business response

  02/01/2024

  ******************, I sincerely apologize for the lack of attention to you the customer and our service department. There is absolutely no excuse for this. Please in the future call and Ask for *************************** our service manager EXT. 488. our Feel free to call me Ext.400. Everyone mention in your BBB report has been informed how poorly we failed you. If we can do anything Further, please reach out to one of us.

  Thank you .

   

  ****

  Customer response

  02/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  FYI --

  After "Kaelyn" of Conditioned Air left a voice message (the message is attached to this response) about 35 minutes before the scheduled appointment time asking if they could reschedule the appointment set for 1/29/24, I called back about 15 minutes later and was told she was on another line.  I asked that she call me back, because I wanted to get the job done that day (since I would be home all day).  Like so many others, ****** never called me back, and at that point I filed an negative update to my one-star rating on Google.  The next day *********** called me, and we were able to set up an appointment for later that day.  "****" arrived at my home and apparently fixed the problem.  I can't say with 100% certainty that it's been fixed, because the weather has not caused the system to run for heat and/or cooling that I can tell.  Time will tell, but I think the problem is solved.
  

  *****, who had been one of the number of people who had not returned my calls (he did call after I filed a complaint with BBB and ******** told me that, because of the way people in the company had treated me, the company would not charge me for labor, which is something I appreciate.  However, it appears to me that Conditioned Air has a systemic problem with customer service.  I don't think that so many people telling me they would do something and then not doing it is a coincidence.  It seemed that I only got return calls after I filed complaints with third parties.  I don't know if not responding to customers is a matter of policy or corporate culture or if people are too busy to respond or it's something else.  Given that the poor service happened repeatedly, I don't think that my problems with the company are a one-off problem.  I could not recommend Conditioned Air to anyone.  I am retired and was formerly an employer, and I would certainly have appreciated a customer telling me about what they believed was a pervasive problem in my company.

  Sincerely,
  
  *****************************

• Initial Complaint

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Attempted to schedule my annual maintenance due in December 2023. When I scheduled it with *** on November 28th, I specifically requested tech **** *********************, it was scheduled for December 8th from 9:30-10:30 am. On this day, I received a call from ******* calling to do the service, he advised he has been with the company for 2 months! He also advised that he has NOT seen the tech ********************* in the 2 months he has been there! So why was I scheduled with a tech not with the company. I respectfully declined having a NEW 2 month old tech perform my service. I request service with a tech that has been with the company more than 2 months! Otherwise, you can pro rate a refund for me service and I can find another company! *********************** at the business doesn't respond to emails, thus, I filed a complaint with the BBB.

  

  Business response

  12/11/2023

  On Friday, December 8 @11:10 AM, *********************** ***************** Manager for ********************* called and spoke with *****************  After apologizing for the confusion, **** explained that ****** was no longer with Conditioned Air and ******* scheduling her appointment should have informed **************** of that.  **** asked if ******, a Technician with over 7 years of experience, could perform the maintenance for her.  Upon ******************** agreement, **** scheduled ****** to perform the maintenance on Tuesday, December 12.

  Further, **** provided **************** his direct extension should she have any concerns with ******** work.  **************** appeared to satisfied with that resolution.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is a brand new home built by Pulte in a *************** community. It is related to complaint 59142704-3AA73. BBB did not read in full the issue, but this is NOT the air conditioner...it is the ***** VENT! The vent that is installed behind the dryer for the air to escape to the outside. The vent is not secure. It has gaps all around the metal plate in the wall. The *************** even stated that the item needs installed properly. They have called Conditioned Air and the company will not respond to getting the issue fixed. Hot air is blowing back into the home because the vent is not sealed. I am having cabinets installed, but the vent has to be repaired before that can happen. They are costing me money having the cabinet people come out twice. Either Conditioned Air needs to respond or Pulte Homes...but this needs to be addressed ASAP.

  

  Business response

  10/23/2023

  Hello, we have followed up with the customer and the issue has been resolved to the customers satisfaction. 

  Thank you,

  Conditioned Air

  Customer response

  10/24/2023

  The issue has been resolved. Thanks to the warranty department with Pulte. The service people from Conditioned Air did a great job in repairing the vent.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Conditioned Air of Naples was hired to install 4 new high end Carrier Infinity AC units. 2 Bosch units were to be uninstalled and one was to be reinstalled at a secodary location. Sales person was ******************************* and they quote "gave us thier best installer ****". Started the first week of August. Was supposed to take 4 days. We left on holiday only to return and see the install was never completed. They didnt connect the ********** units. The house was 90 degrees with brand new Brazilian Cherry hardwood floors. After 6 calls, all to their answering service....a manager called back. Told them the issue. They didnt hook them up, no thermostats or new 4 inch filters. Upon return 10 days ago, 2 units had been hooked up but the original 5 ton unit did not have a filter. 6 more calls no return. The Bosch unit at the secondary location was not installed properly. No one will call us back other than an answering service. Horrible company. Bait and switch.....even charged 100% on my AMEX before completing install.

  

  Business response

  09/29/2023

  I will be calling the customer to ******* a site vist to address **************** concerns.

  SVP of Service 

  ***********************

  Customer response

  08/16/2024

   
  Complaint: 20653130
  
  I am rejecting this response because:
  

  Unit was installed less than one year ago. Brand new Bosch unit from other home we own. We put the home for sale and found out that a final permit was never issued. We called Conditioned Air and requested an inspector. Collier County failed unit on 3 items. Pan not level. Excessive sweating and biological growth. In fact Conditioned Air would not work on unit because of mold. WE paid 900 dollars to remediate their issue. Today, they finally came and gave us an estimate to fix. Another $2000.00 . Need help. I have not initiated litigation but may have no choice ......as i want to put for sale, the cost of not being able to market is ******** per month.

  
  Sincerely,
  
  ***************************

  

  Business response

  08/22/2024

  We are sorry to hear about the issue with your system. We pride ourselves on delivering unconditional service with honesty, integrity, and respect in every aspect of our work.
  
  Our Director of Service spoke with ************************************* about your concerns. A technician is scheduled for 08/28/2024 to address the unit sweating.
  
  We are here to help resolve this situation for you.
  
  Sincerely,
  Conditioned Air

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩