ComplaintsforConditioned Air

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Air Conditioning not working properly.

  

  Business response

  09/20/2023

  ******************,

  I Apologize for the delay in ***********, I understand that your compressor is not functioning to its fullest output and the supervisor at the time ****** was filling in at the ****** office and delayed ordering your compressor and fell into backorder due to the summer demand. *********************** our supervisor **************** office. Will be contacting you if he already hasn't to get this repair done. feel free to contact me thru my email if you chose, *********************. 

  ****

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a bill from conditioned air, invoice number 1043079 of $59 for a Trip charge made on May 1, 2023. I have a service contract with this company, and the mechanic came out to do the twice yearly maintenance. When he left, the air conditioning system was dripping water from its location inside the house and so I made another call to have it repaired. By the time the second mechanic came to fix it, the drip had ruined part of my plaster ceiling in the laundry room. But It still continued to drip a little bit and the third mechanic explained that the second mechanic had fixed it but the remaining water drip would have to leak out until it finished. I should not have to pay this trip charge because it is Conditioned Airs fault that the air conditioning system started leaking after the regular maintenance, which ruined my plaster ceiling. I called Conditioned Air on June 12, 2023 to dispute the bill and the telephone operator said she would give my complaint to the billing supervisor. I never heard back and today I was on hold for over seven minutes and finally hung up.

  

  Business response

  08/18/2023

  Spoke to the customer will not be charged for the$***** also will pay for the the repair on the water stain ceiling.

  Customer response

  08/23/2023

   
  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

  08/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On March 29th I had Conditioned Air come out to repair the *** They replaced the Capacitor and everything was fine.On August 4th I had the same issue and they replaced the Capacitor again this time the charge was reduced by $20 dollars. No charge for the part. I question the charges and the tech said the Capacitor was cheaply made and was from ***** and was sorry. I called the office when they were doing the work to speak to a supervisor but they were gone for the day. The person said someone will call me back next week. I didnt hear from anyone on Monday so I called on Tuesday and spoke to the office person, I explained my concerns and she said a supervisor will contact me. Shortly later **** called and said that the Capacitors were from ***** and that was all was available and was sorry. He said he could credit me $50 dollars, I was asking for the service charge of $ 203 or the labor cost be refunded of $179. He said that upper management would have to make that call. I later looked on Amazon and see that there are Capacitors made in the ***.

  

  Business response

  08/10/2023

  ************************,

  I apologize for the unprofessional way we handled your service call. our goal at Conditioned Air is 100% customer satisfaction and we fell short here. 

  i will refund the $203.00 diangostis charge and order a new Capacitor manufatured in *******  , installed for you at no charge .

  Our Supervisor ************************* will be calling you to set up the appointment .

  Thank you for your business . 

  ****

  Customer response

  08/11/2023

   
  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

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 2, 2023 my AC was not cooling properly. Called Cond Air and someone was sent June 3. The service call was $169.He put in a temp motor (for which I paid $382) and ordered a new one. Today is July 14 and the problem has not been resolved. No new motor, no calls from company. I have made 10 calls to service and only talked to one person who sent emails to a manager ((July 11). I have been completely ignored by this company even though I have a service contract and my unit is not quite 2 years old. I have been a customer for 27 years and am so disappointed with my treatment. No one seems to take charge or answer calls or emails.

  

  Business response

  07/19/2023

  we recieved the motor yesterday, was on back order , i apologize that no one called to inform you of the back order. we called the customer and scheduled a tech out to her home today to complete the call with the new motor. 

  ****

• Initial Complaint

  07/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a loyal customer of the business for 2 years. Most recently, a service was completed on 6/30/23. The technician **** claimed he would email me a copy of the service ticket/notes for the visit, this never happened. Called ******* in customer service on July 3rd, requested this to be sent. She claimed billing will send it this afternoon, never happened! On July 4th, I sent a message through the contact us function on the website for the company, requested the same thing! No response! Still have not received anything! Very simple request! Why do I have to ask for it 3 times? Luckily, my prepaid maintenance visit is for December, after that time, I will not do business with this c*** company that has ZERO customer service! Meanwhile, send me the service ticket/notes for the service visit.

  

  Business response

  07/07/2023

  ****************,

  I apologize of the incoveniece of our lack of attention to detail on completing your call and following up with your report that our Tech. should have left you at the completion of your maintenance. I will send that report to you , please feel free to call me anytime to discuss your concerns , and please allow us to earn your business back..my phone # ************ ext .400

  *********;

  SVP of service

  Customer response

  07/10/2023

   
  Complaint: 20282774
  
  I am rejecting this response because:

  A message was just left for **** at the business advising him that I never received the email of the service invoice/technician notes that he stated he sent over on July 7th. This was for the service visit on 6/30 at ***************************************************************************. Email address on record should reflect: ***********************
  

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

  

  Business response

  07/10/2023

    I sent the invoice / work description to **************** monday the 10th. Via email at 12:47 Pm he responded at 1;23 pm , his response was Hello ****, thankyou, i recieved it.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  For the last 2 years or so I have paid for 2 maintenance visits at a time in advance. The last payment for 2 service calls was in the Amount of $225.00 on 01/11/2023. We call them as needed and they deduct half of the $225 each time. This latest time, they all of a sudden demanded that we pay $320.00 for unclogging the drain which is why we usually call them. We were shocked. Tried to get in contact with a supervisor many times but were unsuccessful. Wrote an email to the employee who we first had contact with for him to send it to his boss. We were not able to get in contact with the supervisor as he didnt answer his phone. As of today we have received no response. All of a sudden without warning they jacked up price. This was in addition to what we had already paid in advance. Checked with another recommended air conditioning company. Their price for a visit to unclog a drain was $120.00. That is about what we paid Conditioned Air for the last two years or so. This is an unacceptable business practice. I am asking for a refund of the $320.00 and that they instead take half of the $225.00 that I paid in advance for the unclogging of the drain service. This is what their past practice has been. Also, I think that their service man made a mistake and they should apologize and assure that this practice does not reoccur. They have to re-establish trust if they want us to remain a customer.

  

  Business response

  05/05/2023

  After researching and speaking with customer, we found there was a little confusion on what the maintenance covers. Explained to *************** (daughter) the maintenance that as paid in the amount of $225.00 covers 2 preventative maintenance calls per year. Any service calls needed outside of those preventative maintenance calls requires our diagnostic fee and any parts and labor. Due to the miscommunication Conditioned Air agreed to refund the amount of $320.00 to ***************. Advised if there are any other questions or concerns to please reach out to the ***************** Manager.   

• Initial Complaint

  02/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have a service agreement with Conditioned Air (CA) for a condo at ******************************************************* that clearly specifies that service calls within regular business hours will cost $99.00. I made an appointment for a service call on 1/25/2023 for 3-4 pm. CA insisted that the service call would be $169.00 even after I said that the $99.00 was part of the agreement. They said that no supervisor was available for me to talk to. By 730pm, after numerous calls to them, a technician had still not arrived and I cancelled the service call. The next day I talked to *********************** from CA at ************. Over the course of several weeks ********************** said that a full refund of $225.00 would be issued to me for the service contract that they did not honor. He made numerous excuses for the check not being issued and even said he was going to drop it off at our condo personally. As of 2-24-2023 I have not received the refund and have had no additional contact with CA or **********************. I will upload a copy of the service agreement and my detailed typed notes of my interactions with Conditioned Air.

  

  Business response

  02/28/2023

  I called and left a VM for ****************(2-27-23) he respond by text message . I agreed to refund is money in the amount of $225.00. the check will be processed Friday March 3rd. And Mailed  to his ***** location. He accepted.

    ***********************

  SVP of Service

   

   

   

   

   

   

   

   

   

  Customer response

  02/28/2023

   
  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....this is assuming that they do follow through by sending a check for $225.00.

  Thank you for your help in resolving this issue.
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Charged $578 on September 8, 2022 for A/C diagnostic/service call/and freon. Our ** stopped working on September 8, 2022 and a technician looked at it that afternoon to find the problem. After seven days the ** is still not working and no clue as to what is going on. Was part ordered? When? Was it shipped? Overnighted? In warehouse? We have a maintenance agreement with this company, who performed the maintenance in April, 2022. Our ** is still under warranty, and technician told us they need to charge us additionally for another person's labor, estimated at $600 more. Charged before work is complete and before have the part.(For two people to service the repair.) After repeated call and messages, no call backs, found only way to communicate is through texting the technician. The office is not available and does not follow through as promised with call backs. Our condo has been without ** for seven days as of 9/14/2022. We have a wonderful tenant in the condo and can provide them no feedback with what is going on and when part will be available to repair. At least the company could have provided a portable ** considering the circumstances.

  

  Business response

  09/15/2022

  Spoke with ***************** on 9/15 at 12:15 PM. I explained to her that the evaporator coil was on backorder from the manufacturer. I just received conformation from the manufacturer that the evaporator coil was just released for transport and it is being shipped from ***** by truck and should arrive at our warehouse either Monday or Tuesday. The minute I receive  the coil I will have it installed the same day. I offered to provide a window unit for her bedroom comfort, but she said it was not necessary. 

  Customer response

  09/19/2022

   
  Better Business Bureau:

  Conditioned Air is supposed to contact me today to confirm the details for delivery of the part.   (I left a message for Conditioned Air's warranty department to call me and still waiting for a call.) 

  Also, we took a portable AC unit to the condo to provide some relief from the humidity.  We still question whether we are being charged fairly, for the extra person charge for labor.  Told this by technician not the office.  Also, normally in the past, it has been our experience with other companies when have a maintenance contract receive a discount on labor charges.  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** And ***********************

  Customer response

  10/25/2022

   
  Complaint: ********
  
  I am rejecting this response because:

  We were charged $809 wrongly by Conditioned Air when we have an extended warranty who Conditioned Air should have billed with 30 days of servicing our AC. Conditioned Air installed our AC and they are the service provider. We called our extended warranty company to see if we could send them the two receipts and be reimbursed for the $809 incorrectly billed and that we paid. Conditioned Air has to be the company to bill our extended warranty company not us. We also called Conditioned Air and asked them to please bill our extended warranty company within 30 days of the service. Conditioned Air has not answered our calls. We filed a dispute with our credit card company with all the details. We are asking Conditioned Air to refund/credit our account for the $809 ($578 less $169 diagnostic charge + 400 9/23/22 labor). We owe the diagnostic charge per our extended warranty agreement. Extended **************** Company: BW Support Support : ************************ Claims : *********************** Phone : ************ It seems Conditioned Air does not have the human resources to service their customers. Also filed complaint #******** regarding the company.
  
  Sincerely,
  
  **** And ***********************

  

  Business response

  11/01/2022

  Good afternoon, in response to the complaint, I have tried multiple times to reach **************** via phone and email and had yet to receive a response. Let me first state that **************** is not the original owner of the property in question, he is the second owner. Extended Warranties do not cover certain aspects of the repair. First the extended warranty does not cover Diagnostic Charges which was $169.00, they do not cover an Electronic Leak Search which is $282.00, they also do not cover excess Freon to fill the system which was $127.00. the total for Invoice # ****** was $578.00 which is the what the customer was responsible for, he was not charged for the part which was covered by the extended warranty. On Invoice # ****** the customer was charged $400.00 for a helper ( 4hrs.) due to the location of the replacement part. Because he is the second owner it was never explained to him what the warranty company covers and what they don't cover. Again I have gotten no response from the owner. If someone needs to reach out to me my phone number is ************.

  Customer response

  11/08/2022

   
  Complaint: 18027296
  
  I am rejecting this response because:

  I received a few phone messages and an email on the same day from the Supervisor at Conditioned Air, which I answered that same day in the late afternoon after work. Thus calling and trying to reach us multiple times on the same day is a true statement, not multiple days over a period of time as alluded. The only time I have received a call back is after I file a complaint with the BBB.  In fact when I spoke to the Supervisor he offered to wave the $282 leak search which we could not come to an agreement on.  We were and are unhappy about the poor customer service, and lack of communication about pricing.  We expected integrity and honesty upfront.  
  
  Being the second owner of the extended warranty with JB has nothing to do with the coverage being different from the first owner since it is within five years of installation on 7/29/2019.  We spoke with **********************************;the claims adjustor at  JB Warranties.  After speaking with ****** to clarify coverage we did find out the leak search is not covered, we already paid and agreed to the $169 diagnostic charge upfront and understood this was not covered.  Conditioned Air billed JB Warranties for 12lbs of freon/refrigerant which was entirely covered under warranty per **.  Thus, we should not have been billed $127 for freon.  Three hours of  labor are covered, were billed to JB, and should be sufficient for the repair that was made, no matter how many employees they send out.    
  
  I would like to move on and settle this with Conditioned Air.  We signed and paid for a planned maintenance agreement on 3/31/2022 for $225 for two services per year, and had one of these done on 4/29/2022.  (Our past AC company offered a ten percent discount off repairs to customers with a maintenance contract.)  We no longer wish to have our AC serviced by this company.  Thus, at minimum refund us the $112.50 for the one upcoming service and the $127 charge for freon covered under warranty   We want this credited to our charge card, $239.50.               
  
  
  Sincerely,
  
  **** And ***********************

  Customer response

  01/13/2023

  Please see our extended warranty attached and also not the transferability of the warranty in the document.  I am certain that you may verify this information with our warranty company.

  Also, note that are names are on the warranty document. 

  The prior owner, good friends of ours, made sure the warranty was transferred to us and fulfilled the requirement.

  Copy of letter from ******************************* (prior owner) sent: 0n 1/8/2021 and received a reply from **** at JBW Support.

  ****************;sent a message Jan 8, 10:00am
  Good morning,
  I called your extended warranty number at ************ and was instructed to email the information for the warranty transfer to this address.
  
  The original purchaser(s): ****** (and ******) *********
  contract # is 282306
  
  New owner(s): **** and ***********************
  **************
  ********************
  I have attached the first page of the extended warranty contract we received.
  Please confirm this transfer.
  
  
  Thank you,
  *******************************

   

  reply ****** received, she copied me on this email:

  ------- Forwarded Message --------
  Subject: Re: verify a/c warranty transfer
  Date: Fri, 8 Jan 2021 08:40:35 -0800
  From: ***************************
  To: ****************;<*******************>
  
  
  Mark replied Jan 8, 10:40am
  Hi,
  
  We have successfully completed the changes per your request and attached the updated agreement for your records. Please let us know if you need any further assistance!
  
  Thanks!
  ****
  
  --
  JBW Support
  Support : ************************
  Claims : ***********************
  Phone : ************
  **************************************************
  
  

   

  

  Business response

  02/28/2023

  We will refund the total amount of $239.50 to Mr.& ****************** 

  *********************;

  SVP of service

  Customer response

  03/04/2023

   
  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,
  
  **** And ***********************

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  6/27/22. Paid $8,726.00. The contract was to replace the Air conditioner & returns to improve the cooling at our home *************************************************************. Numerous problems found when I returned to check work completed. 8/14/22. I was told 7/2022 that the staff broke a pipe in the attic causing staining inside the house and the ceiling needed painting. 1) found all the old returns + ******* left in the attic. 2) unit cannot cool the house under ***** degrees during the day. 3) electric wiring out side not properly attached. 4) Vents not sealed. 5) I called numerous times in July to schedule the painter to do the work. promised return calls and scheduling which were not done during my time constraints. painter came wanted to only cover the "spots". I got a reference for a handy man who is willing to do the work and they are still screening him. >1 week. Given a year guarantee however No one is returning my calls to resolve the issue. guarantee is money back in full. Still waiting after 3 calls to managers today and I called8/27/22 Friday twice asking for managers. the salesman called but management would not call me. He is making excuses " old ********************** Another company came and looked at the shoddy work. stated the unit was too small, SEER rating promised not given. CFM -BTU is not enough to cool.

  

  Business response

  09/08/2022

  We have refunded the job total of $ ******* to ****************** . Also we will be paying for the damaged done to her ceiling during install , in the total of $600.00 to the contractor she chose. 

  Customer response

  09/12/2022

   
  Complaint: 17904142
  
  I am rejecting this response because: I have not received reimbursement yet to my credit card as promised and a Check for 600$ for the painting to repair the damage to my ceiling. I am requesting a check to be sent to *********************************************************************. Once I receive the check I can return to ******* for the paint repair. Thank you for your assistance with this matter. Joy  
  
  Sincerely,
  
  *********************

  Customer response

  10/06/2022

  This response was taken verbally by BBB:

  I received the refund for the system on my credit card. However, I have yet to receive the check for $600 to repair the damages. They have promised this refund for over a month.

  

  Business response

  10/20/2022

  The damage payment of $600 has been processed and sent in the mail. Again, our apologies that we did not live up to your expectations and we let you down. Thank you for the opportunity to make things right. 

  Customer response

  10/24/2022

   
  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

  07/30/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Please see attached forms. I explained the whole situation and ran out of characters on this page. So I attached everything that happened and supporting documents in the upload section. I purchased my home on December 15, 2015. I had the home inspected by an inspector as well as the air conditioner inspected by Honest Air Conditioning of Venice and signed a maintenance contract to inspect and maintain my air conditioning unit with Honest Air Conditioning of Venice every six months from December 2015 until I had to replace them in May 2021 due to what follows here: My air conditioner stopped putting cold air out in my home and I contacted Honest Air Conditioning of Venice and had Honest Air come inspect the air conditioner to diagnose what was wrong with it on April 6, 2021. I paid a technician from Honest Air Conditioning of Venice $99 to evaluate what was wrong with my air conditioner. The technician showed up and opened the air handler door in my garage and stated the blower motor needed to be replaced and the technician recommended I replace my whole unit. He never tested anything and replaced the door on the air handler and stated I owe him $99. He continued to push me for a whole new air conditioning unit instead of attempting to fix the issue at hand. We went back and forth and I stated I have never had one issue with my air conditioner until this incident and I would like to repair what was wrong with it. He was really pushing for me to get a whole new air conditioning unit and even set up his sales team to come and try to persuade me into purchasing a $20,000 new air conditioning unit. So from the beginning of my interaction with Honest Air Conditioning of Venice it put a bad taste in my mouth for being so pushy to sell me a brand new $20,000 air conditioner and telling me that I was basically ignorant to try to want to fix my air conditioner for a $1400 blower motor on a 12 year old unit that has never given my one issue since I have owned it. So even aft

  

  Business response

  08/23/2022

  Consumer Response /* (2000, 10, 2022/08/18) */ Yes, the company did contact me and I believe and hope it is settled. I am off tomorrow and I was going to contact you. Thank you for reaching out and for filing the dispute. Can you please close the case?

*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. ↩