Complaints

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:02/14/2025

  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 or about 9/6/24 I contracted with Pure Air to replace my entire HVAC system. The contract amount was $10,750. The new system was scheduled to be installed on 9/12/24. Problems/Issues during the Installation:1. The technician had trouble welding the copper refrigerant line to the air handler. After the first attempt, there was a leak of refrigerant at the connection he welded. He then re-worked the connection and recharged the system. Again, there was another leak that required more welding work and another recharging of refrigerant. On the 3rd attempt, the weld seemed to hold and the system was charged again. A couple hours after most of the installation work was done, the connection leaked AGAIN. A fourth and final attempt was made to weld the connection and the system was recharged. 2. Duct mastic was not applied to seal the plenum connections. The contract clearly stated that duct mastic would be applied during the system installation.3. New breakers were not installed. The contract clearly stated that new breakers would be installed during the system installation.4. Much of the wiring outside of the air handler was done in a sloppy and haphazard manner.5. There was debris left outside my condominium unit and in the parking lot that I had to clean up.6. As of 2/4/25, the temperature of the air coming out of one of the ducts has increased by 13 degrees since the system was installed.The issues listed above are just a few of the problems that I've had with Pure Air. I've documented many other issues and concerns, but because of space limitations of the BBB complaint website, I am not able to list them all here. Instead, I have documented all the details of this complaint in a PDF attachment.

  

  Business Response

  Date: 02/25/2025

  My responses to **** ***** remarks by number in his complaint:

  1. The technician had trouble welding the copper refrigerant line to the air handler.  My response:  Sometimes we have difficult applications, and sometimes the weld point leaks.  And guess what?  We are happy to fix it when given the opportunity.  This many leaks? Embellishment.

  2. Duct mastic was not applied to seal the plenum connections. The contract clearly stated that duct mastic would be applied during the system installation.  My response:  See attached picture, Hardcast Mastic Tape is what we use now, it's cleaner and stronger than a bucket of mastic over silver foil tape on your plenum.  Pic attached is their air handler.

  3. New breakers were not installed. The contract clearly stated that new breakers would be installed during the system installation.  My response:  No it doesn't.  'Replace Breakers to meet code requirements' is what it says.  Your existing breakers were already up to code.  This is a line item to ensure customers know their breaker panel wwhill be up to code, which it is.  The inspector also checks these breakers, and passed the inspection.

  4. Much of the wiring outside of the air handler was done in a sloppy and haphazard manner.  My response:  I disagree.  More embellishing.  So sloppy the inspector passed the inspection?

  5. There was debris left outside my condominium unit and in the parking lot that I had to clean up.  My response:  That doesn't give you a right to drop expletives all over the place when I'm talking to you trying to address your concerns and/or $1000 off of your final bill.  I also have no pictures of this.

  6. As of 2/4/25, the temperature of the air coming out of one of the ducts has increased by 13 degrees since the system was installed.  My response:  If you are having an issue, we can't help you unless you CALL us.

  In terms of having more space to write, thank goodness you don't.  In my opinion you thought complaining like a ***** was going to get you money off your bill.  I am an expert at reading people and I'm also an expert at making an unhappy customer happy.  You were pleasant to me right about up to the point where you realized I wasn't going to take $1000 off because you had to put a few things in a trash bag, according to you.

   Thanks,  ******* Crothers, Owner, Pure Air Conditioning

   

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22938393
  
  I am rejecting this response because:
  

  1. The ********** had trouble welding the copper refrigerant line to the air handler. Pure Air response:Sometimes we have difficult applications, and sometimes the weld point leaks.And guess what? We are happy to fix it when given the opportunity. This many leaks? Embellishment.
  Customer Response: The company president is accusing me of lying??It definitely took the ********** several tries to seal the leak. I know because every time he had to do it, our smoke alarm sounded from the welding tools. My wife was also in the condo at the time and saw everything.
  
  2. Duct mastic was not applied to seal the plenum connections. The contract clearly stated that duct mastic would be applied during the system installation. Pure Air response: See attached picture, Hardcast Mastic Tape is what we use now, it's cleaner and stronger than a bucket of mastic over silver foil tape on your plenum. Pic attached is their air handler.
  Customer Response: When a company does things differently than what the contract clearly states, it usually means they are taking short cuts and/or being dishonest. If the mastic tape is so much better, then you should update your contract to reflect that. However, tape is usually temporary, whereas mastic becomes a permanent part of the plenum and air handler. I wanted mastic like the contract called for, not tape.
  
  3. New breakers were not installed. The contract clearly stated that new breakers would be installed during the system
  installation. Pure Air response:No it doesn't. 'Replace Breakers to meet code requirements' is what it says.Your existing breakers
  were already up to code.This is a line item to ensure customers know their breaker panel wwhill be up to code, which it is. The
  inspector also checks these breakers, and passed the inspection.
  Customer Response: Thats fine. But the salesman who looked at our breakers said that they were outdated and will need to be replaced. Turns out, one of the breakers wasnt up to code and it was replaced after a second visit by the **********. Maybe you should add "if necessary" to the contract language so that customers have the proper expectation.
  
  4. Much of the wiring outside of the air handler was done in a sloppy and haphazard manner. Pure Air response: I disagree. More
  embellishing. So sloppy the inspector passed the inspection?
  Customer Response: The ********** who came out for the third time to fix our issues is the one that said the wiring was sloppy and he would not have done it that ******, this wasnt embellishment..these were his words. Also, if you took a couple minutes to review the details of my installation and the attempted remediation,you would have seen that the county inspector came AFTER your ********** cleaned up the wiring. The ********** came on 12/17/24. The inspector was here on 1/14/25.
  
  5. There was debris left outside my condominium unit and in the parking lot that I had to clean up. Pure Air response: That doesn't
  give you a right to drop expletives all over the place when I'm talking to you trying to address your concerns and/or $1000 off of
  your final bill. I also have no pictures of this.
  Customer Response: Ive attached a picture of some of the debris that was left behind. I didnt take photos of all the pieces of trash and packing material that was scattered about (plastic wrap, Styrofoam, cardboard, pieces of wire) that I had to clean up. In hindsight, I would have taken more pictures had I known this installation was going to be such a fiasco.
  
  6. As of 2/4/25, the temperature of the air coming out of one of the ducts has increased by 13 degrees since the system was
  installed. Pure Air response: If you are having an issue, we can't help you unless you CALL us.
  Customer Response: I DID call. Several times. I also left messages, emailed, and spoke to staff asking you to call ***** wasnt until after the 3rd ********** came to try and resolve the issues that I finally heard from you. This was 4 months after the installation!And when we spoke on the phone in late January, we scheduled a follow-up call for February 4 at 10am so that you could troubleshoot my system. When you didnt call or even text me, that was all I could take. I am a very patient person, but I only have so much patience. You obviously dont have a problem breaking commitments or lying to people. At that point I realized you had no intention of ever calling me that day. You had no intention of fixing this issue either. You just wanted to placate me at the time and expected that I would eventually just go away.
  

  Additional Comments by Pure Air:
  In terms of having more space to write, thank goodness you don't. In my opinion you thought complaining like a ***** was going to get you money off your bill. I am an expert at reading people and I'm also an expert at making an unhappy customer happy. You were pleasant to me right about up to the point where you realized I wasn't going to take $1000 off because you had to put a few things in a trash bag,according to you.
  

  Customer Response: Wow, so now the president of the company has resorted to calling me names and insulting me?? VERY UNPROFESSIONAL. Maybe you should learn more about treating people with respect rather than trying to read people. Sounds like you have a lot of experience dealing with irate customers. Perhaps you should go back to community college and take a course on customer service fundamentals.
  
  Ive already wasted dozens of hours of MY time dealing with the problems your company caused. Its been a lot of my personal time and time away from working. I would think any decent business manager would find ways to make things right instead of making things worse. At this point, Im done wasting any more time with Pure Air. The money is secondary at this point. Im looking for an apology from you for all the lying, broken commitments, shoddy work, and the insults.

  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:11/25/2024

  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.

  DO NOT HIRE. I hired Pure Air to replace my indoor and outdoor ** unit in December 2023. They came out and provided a quote for $10,715. I had a 4-zone set up that I was promised the replacement unit would be compatible with. The install was completed in December 2023 and all funds were paid. In July 2024, I started noticing water and mold growth in the 1st story attic along the ** ductwork. Pure Air came in August and at first maintained that this was normal, but after insisting, the service manager **** came and admitted this was abnormal and was caused by static pressure because of the 4-zone system. He said that a dump-zone needed to be added to alleviate the pressure even though this had never been an issue before. They quoted $1,213.50 for the additional work, which I paid and the work was completed in September 2024. In the meantime, mold began appearing on the ceiling of the 2nd story loft which was determined to be caused by moisture along more ductwork. **** came out in October and said the mold and moisture was being caused by the fan speed being too high. He turned it down and said he would come back in 2 weeks. At this point, I had 3 other **** companies come out for 2nd opinions. They all pointed to the fact that the Pure Air unit was a single stage which isn't compatible with zone systems. The previous unit was a variable speed. In all of ****** visits, this was never once mentioned and instead I was charged more to add a dump zone to try to fix their mistake. I left a message for **** asking about this after which he blocked my number and the office won't return my calls so I've been unable to further contact anyone from Pure Air. I was quoted $17K to rip out the unit Pure Air installed and fix the zone system or $1K to take out all the zones and go down to 1 zone. I'm also looking at up to $20K in mold remediation costs. My insurance company sent an adjuster and denied the claim because they also determined the loss was caused by faulty workmanship.

  

  Business Response

  Date: 12/23/2024

  We installed an air conditioning system for this customer and connected it to their EXISTING zoning system.  We took out a single stage condensing unit, and we installed a single stage condensing unit.  See attached photo.  We took out a non variable speed air handler and installed a non variable speed air handler.  We also returned and installed a 'dump zone' to alleviate some static pressure in the duct system, which the customer then disputed the $1213.50 charge, per his dispute "Goods/services not as described".  I assume we will be sending the customer a civil court summons to collect payment for that.

  We will not be refunding this customer or paying any mold remediation.  We replaced a like for like system and passed inspection.  That is what we were contracted to do.

• 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.

  In July I bought and paid for a new air conditioner which was installed by this company. The air handler is in the ceiling and they did a good job putting it in. However, sometime in September the air handler in the ceiling leaked into the ceiling causing separation of the dry wall and discoloration. When Pure Air came out to investigate they found a defect in the product they installed and indicated that the unit would have to be replaced and they "of course" would fix the ceiling. They did come back and replace the product as promised, however they have not fixed the ceiling as promised. I have called multiple times and keep getting push back; 1st I needed to have the operations manager call me, then I was told the office manager needed to call me, then the office manager had an emergency and she would call a week later. None of these calls occurred. I have left a message with the president of the company and I still have not had a call back. This is now going on for 2months. I want my ceiling fixed or at least a promise to pay the bill to have my ceiling fixed. I'm not sure what has happened in this company. They use to be so good.

  

  Business Response

  Date: 12/12/2024

  Hello, we dropped the ball on getting the drywall repaired, apologies!  We are waiting for her to send us the invoice from the drywall company, thank you!

• Initial Complaint

  Date:05/06/2024

  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.

  The ac I purchased and they installed is not working. The reason is because the installation was defective from day one. The installation employees were not trained properly and destroyed the ac on day one Now it never works properly and is to loud and exceeds oise requirements. They owe me %******

  

  Business Response

  Date: 05/20/2024

  Mr ******* comments, my responses after:

  ****** : The ac I purchased and they installed is not working.  ******* Crothers: This is incorrect, during the last maintenance we performed 10/03/2023 (under the maintenance period given with the system) we found the system operating properly.  I will attach the report from our visit stating that, among other concerns *************** raised that day.

  ******:  The reason is because the installation was defective from day one.  ******* Crothers:  Surprise!  Again, incorrect.  We also passed the required inspection by Collier County Permitting and Contractor's Licensing Division.  Please elaborate on defective...

  ******:  The installation employees were not trained properly and destroyed the ac on day one Now it never works properly and is to loud and exceeds oise requirements.  ******* Crothers:  Again, incorrect.  I know of no noise requirements, however the system is operating properly and my installers and service technicians recieve training weekly on how to work on air conditioners and specifically Trane.

  ******:  They owe me %20,000  ******* Crothers:  We are going to owe *************** a defamation lawsuit if he keeps going with his bullying and abusive behavioor towards my company.  Please ask *************** if he has been diagnosed with any mental health issues, seriously..  I will also include a review he put on ****** and a message he sent us on Podium (messaging software on my website). 

  My honest opinion on this matter is that *************** has some mean spirited mental health issues that he has or has not addressed.  Also, we renewed ******************* service agreement/maintenance plan on accident and then refunded him his money.  I will not EVER IN THIS LIFETIME tolerate abusive behavior towards my staff or me.  *************** has quite the history of trying to bully companies, ask him also about the air conditioning system that he had another company take out a year before us.  Had I known he was such a nightmare we would have never done our installation in the first place.

   Thank you! - ******* Crothers, ********** *************************************** style="font-size: 0.875rem;">P.S. Please see attached.

  
  

  Customer Answer

  Date: 05/25/2024

   
  Complaint: 21668334
  
  I am rejecting this response because: It is all lies and cannot be verified. This business must have legal action taken against it. They owe me a lot of money. I have another company that just serviced my AC and it was verified that pure ac has damaged my property and must be prosecuted. 
  
  Sincerely,
  
  *******************