Complaints

This profile includes complaints for Conditioned Air's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Conditioned Air

  3786 Mercantile Ave Naples, FL 34104-3355

  
• 

  Conditioned Air

  1040 Knights Trail Rd Ste A North Venice, FL 34275-3654

  
• 

  Conditioned Air

  14550 Global Pkwy Fort Myers, FL 33913-8888

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Conditioned Air installed a new Air Conditioning unit incorrectly at my home, and after months of attempting the correct the situation they agreed to install a new unit at no cost. Despite agreeing to do this, they continue to send me invoices for the troubleshooting of the original unit even through they said I should not be changed. They have stated I should ignore the invoices but they keep sending them as most recently as this week.

  

  Business Response

  Date: 04/23/2025

  We take all feedback seriously and would like to understand more about the issues this customer encountered. We have made several attempts to reach Mr. ***** by phone but our calls have not been answered nor have our voicemails been returned.  We will attempt another call today.  Otherwise, please contact us directly so we can discuss this further and work towards a resolution.

  Customer Answer

  Date: 04/23/2025

   
  Better Business Bureau:
  

  Please let the official record reflect Conditioned Air never contacted me via phone or left messages to resolve this issue, and I would be happy to provide all my phone records to prove this.  Each time I contacted Conditioned Air management they consistently told the incorrect invoices would be removed. I can provide the text messages informing me to disregard the invoices yet they kept coming for months, and each subsequence visit to resolve their incorrect installation, which should have been at no cost, were added to the invoices.

  Thank you BBB as it took filing a case with you for Conditioned Air to finally resolve the incorrect billing issues they were unwilling to correct before. 

  ***** *****

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My home watcher called when I was out of town and said that the condo temperature was too high and he said he had inspected the thermostat and that it was hot and based on his research the thermostat should be replaced. We called Conditioned Air and told them I needed a new thermostat installed. I told them that my person had checked it and said it needed replacing. When the Conditioned Air installer arrived, he called me and said he wanted $199 to do an analysis. I told him no analysis was necessary because the thermostat had been tested. I told him I wanted a new thermostat without any testing. They charged me $199 for the inspection and $654 for a thermostat that I could have bought at ********** for $118 if I had been in *********. Since I had a maintenance agreement with Conditioned Air, I had to use them for service because they still owed me another maintenance update and I would have lost the $112.50 worth of service that they still owed me. When I complained to the company, the next day their local service manager called and said he heard that I wanted to renew my service contract and then started laughing.This is a perfect example of the kind of price gouging, and unfair, unethical business practice that the Better Business Bureau is trying to prevent.

  

  Business Response

  Date: 03/31/2025

  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.
  We contacted this client and offered a resolution.  We are awaiting the customer's response/acceptance of our offer.  

  Thank you,

  Conditioned Air.

  
  

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23079526
  
  I am rejecting this written response because all the response said was they want to make customers happy but there was no solution offered in writing. 

  We have had telephone conversations with someone named **** who is representing Conditioned Air and he said things about a possible credit but we have not received a credit.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/14/2025

  Thank you for confirming your acceptance of our offer of a refund.  The refund check was issued last week.  We appreciate the opportunity to work with you to find a resolution to your inquiry.

  Thank you,

  Conditioned Air

   

  Customer Answer

  Date: 04/15/2025

   
  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

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with the company to install multiple a/c units (12) and 7 whole house dehumidifiers. The cost in total was around $300,000. The contract called for two free maintenance visits. The installations were done between November '23 and February '24. Since installation one unit has repeatedly failed with a #*** error (relay) they come out and "fix it" but it continuedly fails again. Also the dehumidifiers are failing as well, in 2 instances this failure has resulted in water damage to drywall/floors. I had a repair man out the first week of November to fix one of the dehumidifiers, only he showed up with the wrong part and installed it anyway saying he "rigged it" to run until he would come back the following day with the right part, he didn't come back the next day, so I called and they made an appointment for the 11th. and again no show/no call, so I tried again and received apologies and an appointment for the 14th and an assurance the supervisor would call, and again no show/no call. The day after the initial appointment the a/c AGAIN had a failure with a #*** error and two more dehumidifiers have failed, so I'm left with 1 a/c unit and 3 dehumidifiers not working at all for the past 2 weeks, making appointments does not work as they do not show up to repair. I've had the same experience with trying to schedule my maintenance visits, having to make several calls to finally get them here and only having 1 visit not two and they didn't even change a single filter! how can you preform maintenance without changing filters? I'm asking for them to live up to their contract and warranties by replacing the bad a/c unit, repairing the dehumidifiers, and preforming a proper maintenance visit.

  

  Business Response

  Date: 11/27/2024

  We pride ourselves on delivering unconditional service with honesty, integrity, and respect in every aspect of our work.

  When this situation was brought to our attention, a member of our management team left a message for Mr. ******* to contact us so we can discuss a solution.  Since then we have left 2 additional messages for Mr. ******* and are still waiting for him to return our call.  We appreciate the opportunity to address Mr. ********* concerns.

   

   

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22560700
  
   I am writing in response to Conditioned Air's answer to my complaint posted on 11/15/24.
  
   
  
   A **** for them came out and had me take him on a tour of issues, and he wrote down the locations in the house of inoperable units, and filter size's needed for the contracted maintenance. He assured me that they would fulfil their obligations and perform a maintenance visit. He assured me the 3 dehumidifiers would be addressed after he witnessed their failure with his own eyes! He also said that they would replace the bad condenser. 
  
   
  
   As has happened in the past nothing has occurred since that visit (early December) after spending over $300,000 they don't want to honor their obligations. They have made several appointments to only then not show up. The only reason the follow up visit occurred was due to the initial BBB complaint.
  
   
  
   Conditioned Air's response to the complaint was full of lies. They did not call me, they did not leave messages. In fact, they were told that no appointment was needed, just show up anytime. So, I'm asking that the complaint be reopened please.
  
   
  
  It would seem to me That these allegations could be followed up by simply asking them for the date they did the maintenance, because they didn't. Ask for the date they repaired the bad dehumidifiers, because they didn't. Ask the date they replaced the condenser, because they didn't do that either. They have done nothing at all but more false promises.
  
   
  
                                                     Thank you,
  
                                                    ***** *******, 

  

  Business Response

  Date: 01/14/2025

  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.
  
  We understand your frustration and appreciate your feedback.A member of our management team has been in contact with you to help resolve this issue and to schedule a convenient date/time to install the parts required for the repair.
  
  In the meantime, please let us know if there is anything more that we can do to ensure your satisfaction.

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Oct. 21, Conditioned Air (CA) installed a new air conditioning system in my home. After signing the paperwork, I was told by the tech, ******, that the job is not complete and the heater core was not installed. ****** told me that someone would call me within two days and it would most likely be installed by the end of the week. The reason that he gave for not being able to install the heater core was his company gave him the wrong heater core for the unit.On Oct 23, I sent the sales **** **** *****, a text. Prior to me signing the contract with him, he told me if I have any problems to let him know; he would always be there to help me. **** never replied to my text. On Oct 24, I called **** who had no idea who I was and it sounded like I was bothering him. **** told me he would look into it. Later that day, I received a voicemail message from ****, the install manager. **** related that the heater core was on backorder with no ETA. On Oct 28, I called CA to speak with **** and left a message with ********* to include the reason for my call. ********* told me she would send **** a message to contact me. On Oct 31, after not hearing from anyone, I called CA and spoke to ********, the **************** Manager. I gave Brooklyn all the details of what happened, the horrible customer service, and told her that I want something done about it. Brooklyn said she would get back to me.On Nov 4, 2024, after not hearing back from ********, I called her. Brooklyn said that there was nothing that CA would be for me. I reminded Brooklyn of CA 100% Satisfaction Guarantee and told her I am not even satisfied 50%. I added that I would like the unit removed and a full refund. Brooklyn again told me that she would speak to her managers and get back to me. To date, I have not heard from anyone at CA.

  

  Business Response

  Date: 11/25/2024

  When the new A/C unit was installed, the electric heat strip was on back order this part has no bearing on the A/C functionality of the unit.  The A/C was (and still is) fully operational and running. When the heat strip arrived (within 2 weeks), we attempted to schedule the installation with Mr. *********** On (2) occasions, we were not allowed into the house to install the part.  We made (4) phone calls to which Mr. **** hung up on our **************** Representatives. 
  
  We are more than willing to honor Mr. ***** request to remove the unit and issue a refund.  In order for us to effectuate this action, ******* needs to have a conversation with our office and allow our staff to enter his house and allow us access to all of the equipment that is to be removed. During this process, we request that Mr. **** treat our team members with basic courtesy as they perform their work.
  
  We look forward to resolving this matter for Mr. *****

  Customer Answer

  Date: 12/03/2024

   
  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

  Date:10/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/25/24, a tech from Conditioned Air (**) came to our home to do an ** maintenance. After the ********** left, we discovered that the ** system was not on and we could turn it on. We called CA and got their answering service. A *** from ** returned our call and said they could not send anyone out to fix the problem probably until Monday because their techs do not work at night, even in situations like ours. I ***lied that Conditioned Airs website says in huge bold print: HV** Experts Providing 24/7 ** ***************************** in Naples, Venice, Ft. *****, *********, **************, ********, *********************** Areas. The CA *** denied that and so I read it to her verbatim and asked her to look at the website. She then changed her response and said Well, that just means you can get our answering service anytime we are closed. She added that Conditioned Air never handles ***air calls at night, even in an emergency, because their staff is unavailable outside of ordinary business hours. Finally, the next day we were able to get one of their **********s to come out and it took him just a minute to diagnose the problem. The initial ********** had turned the system off and failed to restart it before leaving. The second ********** was also shocked as he stated that CA **********s all know that they must be insure that the system is on and working before leaving the ******* BBB complaint is that, as a consumer who has used CA Services for eight years and not long ago bought a new ** system from them, I have always relied on the truth of their extensive advertising, especially their ********** is now clear to me that their literally bold website proclamation -- HV** Experts Providing 24/7 ** ***************************** in Naples, Venice, Ft. *****, *********, **************, ********, *********************** Areas is a flat out lie. Thus, my complaint to BBB is that Conditioned Air has engaged in false and deceptive advertising.

  

  Business Response

  Date: 11/08/2024

  Customer satisfaction is our top priority.  We apologize for and understand the frustration with your recent interaction.  As soon as we were made aware of the situation, we looked into it.  The customer service representative did make a mistake and misspoke.  We are taking internal steps to prevent this situation from happening again.  We do have technicians on call.  Given the recent Hurricanes in ****, we have experienced an increase in service call volume.  When our on-call technicians are already on service calls, then there would be a wait while they complete their current call, before they can be dispatched to the next service call.  We appreciate Mr. ***** bringing this to our attention.  We welcome the opportunity to demonstrate the unconditional service that we are known for.

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22477358
  
  I am rejecting this response because: Conditioned Air continues to advertise 24/7 service and repairs.

  This is clearly not true. They need to revise their advertising and website to comply with truth in

  advertising standards and Florida law regarding false and misleading advertising.  I would suggest

  wording such as: "Nights and Weekends: You may reach our answering service anytime day or night and

  we will dispatch a technician if one is available." That is the truth.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 11/14/2024

  Since the two recent Hurricanes in ****, we have experienced a greater than normal increase in service call volume.  This has caused our on-call technicians to be booked with calls through the evening & weekend hours.  We have been fortunate that most of our customers have been understanding to these recent events and understand that there is likely going to be a wait before a technician can be dispatched to their call. 
  
  Additionally, we have already offered Mr. ***** (1) complimentary maintenance visit.  Mr. ***** then requested reimbursement for his water bill, which he has stated is the same amount every month.  We agreed to look at the difference in amount for his bill for the stated time period versus his normal/prior bill amount.  At that time, Mr. ***** agreed that was good for starters. 
  
  We apologized for the error that our staff made.  We corrected the error.  We have made a good faith gesture and have offered Mr. ***** (1) complimentary maintenance visit.  We agreed that we would look at the difference in amount of his water bill for the stated time period.  We are thankful for our customers who have been understanding to these recent events that have impacted so many in our community.

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22477358
  
  I am rejecting this response because: Conditioned Air has not addressed the false advertising issue. As they tacitly acknowledge, there are times when their boldly advertised "24/7" service and repair is not available because they do not have sufficient staff to meet the demand. As I indicated earlier, they really need to say they offer 24/7 service and repair "if a technician is available." That would meet ethical and legal requirements for truth in advertising.  That is really the crux of my complaint. However, since they brought it up in defense of their false advertising, I should also add that they offered me a complimentary service call and water reimbursement after I spoke to their manager and he said they would do absolutely nothing to compensate me. Only when I pushed him, did he grudgingly offer these token gestures of good will. I then wrote a lengthy email complaint to their CEO and he never even had the courtesy to respond.
  
  Sincerely,
  
  Dr. ******* *****

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:08/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:07/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the company (Conditioned Air) to install a new HVAC system. I received a proposal and it was accepted for $11,558. The project manager came to install the unit and indicated the ductwork (pricing was in the proposal) did not need to be done. The Sales Specialist sent me an email (dated 3/6/24) that said the price will be reduced by $1,100. I asked for a revised invoice but never received one. I have contacted the sales specialist and the ***lacement department manager on numerous occasions, and they said they will take care of making the necessary adjustment. I also contacted the bank because the financing was made through **************. The bank *** said I need to resolve with the company. The company is supposed to notify the bank of the revised balance. I am attaching the letter that I submitted addressing the whole issue and what should be adjusted at the bank. It is now over 4 months and nothing has been done by the Conditioned Air company. I told them I would be filing a complaint if I did not hear back from them by today 7/15/24. I am looking for the reduction of the $1,361 ***resenting the work that was not needed and the *** Rebate amount that they reflected in the original invoice. I was told the rebate still applied.I am attaching the original invoice (with my notes on it), the email chain about the reduction, and the letter I sent addressing what the balance should be.

  

  Business Response

  Date: 07/15/2024

  Good afternoon,

  This will be looked at immediately and proper action taken. We apologize for the inconvenience. 

  Thank you

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21991929
  
  I am rejecting this response because:

  as of this date (9 days since original notice) they still have not corrected the balance. This company is not responding to me at all. What options do I have?

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

  

  Business Response

  Date: 08/02/2024

  Hello,

  We sent the refund to Synchrony on June 20th. Synchrony should be able to give you further details. If you have any more questions please feel free to reach out.

  Thank you,

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 21991929
  
  I am rejecting this response because:

  The business says they send the refund information to the bank in June. I just checked my account today (8/5) and the adjustment has still not been applied. I expect the business work with the bank to correct my balance since I do not know what information the business sent to the bank. This is beyond frustrating.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 08/07/2024

  We have spoken to Synchrony and the refund is in processing. Please allow up to 48 hours for this credit to show. Thank you again for your business and we apologize for the inconvenience. 

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 21991929
  
  I am rejecting this response because:

  once again the company says they are handling this with the financing company and it was to be corrected in 48 hours. It is over a week and my account still has not been adjusted. I just need some direction on what can be done to get these people to address this easy fix. It is amazing how inept both companies are at addressing consumer concerns even when they admit I am right.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 09/19/2024

  We apologize for and understand the frustration with this request.  As soon as we were notified that this refund was not yet processed, we followed up (again) with ************** (09/10/2024) and confirmed that they have received all proper documentation from Conditioned Air to proceed with the refund.  ************** has stated that the refund was submitted for processing.  While we do not control **************, we have been taking action to facilitate a resolution.

  Customer Answer

  Date: 09/21/2024

   
  Complaint: 21991929
  
  I am rejecting this response because:

  This has been going on for 6 months. I submitted a copy of the invoice and stated in my letter that the adjustment was supposed to be $1,100 for the work not completed and $261 identified as the *** rebate. They gave me the $1,100 credit but never gave me the rebate amount.  After dealing with this for 6 months I would expect they give me all that I am entitled to. I have attached a copy of their initial invoice again.
  
  Sincerely,
  
  ****** *******