Complaints

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been going back and forth with this company regarding a new ac unit that I purchased on December 2021. In September 2022, I called for service because ac was not cooling off my condo. First of all no one called me back. Maybe because it was Labor day weekend. I finally got someone and the first technician said that I had no freon in the compresser. He filled it back up with freon and stated they needed to order a part and the freon should be fine until part came in. 1-2 days later I had the same problem. Another technician came out and said he welded the line and added freon again. No part has been replaced. June 2023 my ac not working again! Technician came out and added more freon! I told technician not paying. Have manager call me. No call back.July 2, 2023 my ac not working again! Called for service again. Was told no service during holiday weekend! I had to stay at my neighbors condo. Had to call again on Monday July 3rd and was told I would have to wait that they were busy. I finally called another ac company and they came out immediately. I spoke to **** (Service Manager). I asked him why this part hasn't been replaced all this time. I spoke with **** 3x's to replace the part and not to charge me labor because it should have been done while labor and parts warranty. I also told him that the 2nd technician welded a part. He said the technician is no longer with them. It shouldn't be my problem that they hired an incompetent technician. He said he had to speak to the owner and would call me back. He didn't. I called when I didn't hear back from him. Again he promised to call me back and again he didn't. I also requested copy of the work orders and was ignored. I would like to know what they are hiding. I'm just getting the run around. Please help me. Seniors should not be treated like this!

  

  Business response

  07/16/2023

  Hi ****,

  please contact my office so we can resolve your issue. 
  

  team Air Hawk

  Customer response

  07/18/2023

  
  Complaint: ********
  
  I am rejecting this response because:The owner *** called me on Sunday 7/16/23 yelled at me and said not to ever call them again and that they will never service "my stupid ugly face" I responded that that was mature. He proceeded to yell at me and I hung up the phone! I will not subject myself to that kind of abuse!
  
  Sincerely,
  
  *****************************

  

  Business response

  07/20/2023

  Oh geez this is starting to get out of hand. I did not say that to this customer. We offered a solution to this customer but she refused. Im not sure if theres anything else we can do.

  Customer response

  07/31/2023

  
  Complaint: ********
  
  I am rejecting this response because: There was no resolution presented to me. He is posturing on this complaint and has never presented a resolution. AirHawk procured and installed my AC unit which was paid in full after installation. This company has only put a bandaid on this unit each time coming out since September 2022. Instead I just received a construction lein placed by him. See 3 new attachments. So I ask you does this sound like someone that want's a resolution? I told you our conversation over the phone. I can't believe that he would put a construction lein on my property for a $99.00 invoice before there was any resolution. He is an irresponsible owner that wants to blame others. It was his company and it's his technicians that came 3x's for the same reason. I want the unit replaced under the manufacturers warranty, no charge for labor and construction lein removed and that $99.00 invoice removed. I'm not going to go back and forth anymore.  Thank you.
  
  Sincerely,
  
  *****************************

  

  Business response

  08/22/2023

  ******************,
  
  The solution we offered: We offered you a temporary fix to restore your cooling while we ordered your part. You baited us then refused to pay and told the service tech to get the eff out of your house. You currently have a working AC but you wont mention that. Once I learned what you did I put a stop work order on your account. What did you think would happen for nonpayment. We do not collect payment until the job is complete. Wether its an install or repair. So your reference to payment after the install demonstrates my companys commitment to ensuring a customer is satisfied. 
  
  Contractor Lien: if a homeowner refuses to pay us for services provided then we have no other recourse. It becomes a civil matter. Once a system is installed or part is replaced it would be illegal for me to remove those parts or new system. You can call the police and I would be removed from the property. You left me no choice. I am a small family owned business not a huge ******* corp. 
  
  Request for a new unit: I cannot deny or approve that request. That comes from the manufacturer and they have a process for that. The contractors role is to help obtain the information they need to make a decision. 
  
  You may go into ******* and scream, cuss and demean people and get your way but that does not work with Air Hawk. Your online tour of bash and trash my company exemplifies your behavior that ** trying to help everyone reading this understand what weve been dealing with. 
  
  

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Air Hawk Heating and Cooling replaced our a/c unit on Jul 13, 2022. The cost was $6596.82 The next day the a/c failed because the water overflow switch in the attic had tripped. The drain line had to be vacuumed outside, and the switch reset. On Aug 1 or 2 the same situation occurred and I told that this problem would keep occurring because the drain pipe was not replaced when the a/c unit was installed in the attic. I asked why it wasn't figured into the estimate and i was was told I could have it done for an out of pocket cost of $425.00. At this visit I was by shown by Air Hawk's how I SHOULD use a shop vac to flush and evacuate the drain line and go into the attic and reset the water level overflow switch. I was told to flush the drain pipe with my garden hose and vacuum it regularly (maybe every 3 weeks) to keep if from backing up. On Sep 9 2022. the system failed again I, according to their records the expansion valve was replaced. On Nov 11 , another clogged drain situation. On Apr 30, another clogged drain I was given two estimate choices. We had a "house call" on Jun 21, again on Jun 26, I spoke with the company's owner *** (while their tech ****************** was working here) and went over the work on my house. *** said that his tech had found the problem and that all my problems would be fixed with the replacement of a duct in the attic I authorized the new drain pipe when they came to install the duct. All work was done by early afternoon on Jun 27. By late afternoon the a/c was not cooling again. We had no problems cooling the house for the previous 2 years we were in the house. I called Air Hawk, their tech came and said because we had a ******* room (was here already) and not enough attic insulation ((same insulation that was there) the a/c unit they installed could not cool our (same sq ft) home.82 Degrees WE DO NOT FEEL ITS COOLING ! If these factors were not figured into the size of the unit that was needed we want a refund or a unit that can

  

  Business response

  06/29/2023

  Hi there,

  We try our very best to be as transparent as possible when offering our services. The estimate and invoice stated that we would be connecting to the existing high and low voltage , existing drain line, existing copper and existing duct work. Thank you for providing copies of the invoices and estimates which validates what I am saying. We list all of this out on your contract so you know exactly what you are paying for. With that being said, we have continued to service the drain line at no cost to the homeowner. In addition we also replaced a section of duct work at no cost to them. I could have charged a fee for the duct work but I decided to try and work with the customer to help resolve any issues and covered the existing duct work under the unit warranty. After making the repair to the duct wok on 6/28/2023 they called back in to say the ** was not working. We immediately sent a tech back to the house. When my tech arrived he found the system working perfectly. 20 degree split across the indoor coil which is the desired delta T. This has happened a few times where we arrive and nothing is wrong with the system. We always came out to show we are committed to our customers and never charged any additional fees. We did make a recommendation to increase their attic insulation to an R30. The homeowner can verify our recommendation by calling the power company to come out and have an energy audit performed. This service is usually free of charge. 

  We stand behind our work. We work hard for our customers. This homeowner has no obligation to continue to use Air Hawk. The warranty resides with the equipment and not the dealer. they can use any dealer they prefer. We have tried our very best to make this customer happy. 

   

  ***

   

  Customer response

  07/02/2023

   
  Complaint: ****8399
  
  I am rejecting this response because: Certain facts  not submitted by the owner. We were never told there was inadequate attic insulation until the Air Hawk's last visit on Jun 27, 2023 when they had been called out to inspect a piece dangling internal duct that had been left when ******'s crew left without inspecting the air filter housing inside our home. My wife had called me nearly frantic thinking that there was water water ******* into the house above the air filter because they had just worked on the area. Their *** had also told me they were replacing the ductwork free of charge because their company had most likely damaged it when they installed the attic unit. WHY HAD NO ON SEEN THIS IN 11 1/2 mos. of problem checks ?  *********** had come out over, and over stating "you won't have any more problems, we promise".  I've had to re-arrange my schedule so many times, its very sad.   The last company's repair representative to visit , again on Jun 27 th  told my wife and I that if we needed additional cooling in the home to open our ******* room, turn on our window air conditioner in there and use that to supplement what Air Hawk's installed unit could NOT COOL OUR HOME ADEQUATELY WITH. *** called us on Jun 28th @ 6:20 pm yelling about how he had received the BBB complaint and that we had NOT had given him a fair chance to resolve our cooling issues and that as of Jul 13th ****, HE, nor their company would speak to, or perform any further services for us. We do still in fact have residential and commercial warranties on the unit that we purchased.  ****** and myself feel that the unit (s) that Air Hawk removed from the property are both inadequate to properly cool the residence. The unit (s) that were removed on Jul, 13 2022 cooled the home and regulated the inside temperature to the desired thermostat setting throughout the day and evening hours. We feel that homes existing size and conditions were NOT taken into consideration when the new system was ordered and installed by Air Hawk and now were stuck with as system that WON'T COOL OUR HOME AND A COMPANY THAT DOE'ST CARE ! We therefore ask again for a refund OR exchange of the BOTH UNITS by their company or compensation from Air Hawk for another company to have another company replace these units Thank you in advance for your consideration in this matter.    ******************************
  
  ****** And ***************************

  

  Business response

  07/05/2023

  Hi there,

  the Unit we installed is working and cooling the home. We made a suggestion to increase their insulation to the proper R30 rating. this was just a suggestion and Im not understanding why this would be upsetting? It will help the house maintain temperature. Please call your power company to help explain this better  they might be able to provide an insulation company  
  

  In regards to the duct work; my tech found the existing duct system had damage. In an attempt to satisfy the customer I told them we would fix the duct work at no charge. I told ****************** that for the sake of the argument that I would take responsibility for the ductwork. 
  

  after we completed the ductwork repair, the poulsens did call us back out and we sent a tech back out and found that the system was working. The repair was done in the middle of the day and the system just needed time to catch back up. No further action is needed at this time. 
  

  ***

  owner

   

   

  Customer response

  07/05/2023

   
  Complaint: 20248399
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** And ***************************

  Customer response

  05/22/2024

   
  Complaint: 20248399
  
  I am rejecting this response because:

  I REJECT THIS COMPANY'S OWNER'S RESPONSES. This has been an ongoing issue with Air Hawk for 2 years and still remains unresolved and unrepaired. We did have the company install the new condensation drain line on 06/27/20923 at their recommendation. The cost was $425.00. We had a new roof installed on our home in Sept 2023 and also had 13" of insulation blown into the attic in Nov 2023. At this time the drain line installed by Air Hawk doe's NOT drain properly this was to be the fix of all fixes according to the company and I still have to vacuum the line with a shop vac about every 8 days or the float in the attic shuts off the system and I have to go into the attic and reset the switch. This has been the situation since the second day after after their inadequate system was installed in 2022. We have had to use 3 a/c systems in the home. I window unit in the ************, one portable unit in the master bedroom plus the unit installed by Air Hawk. I'm so tired of the constant enormous electric bills and the inadequate cooling from this system they installed. NO I REJECT THEIR RESPONSES !!!
  
  Sincerely,
  
  ****** And ***************************

  

  Business response

  05/22/2024

  Hi there,

  the drain pan was clogged due to normal use. We are regretful that this has happened but a clogged drain line or drain pan is not that uncommon in *******. Please continue to perform annual maintenance and this problem should be minimized. 

  Customer response

  07/17/2024

   
  Complaint: 20248399
  
  I am rejecting this response because:

  
  I want AIR HAWK to install a pump on the water condensation line leading out of my attic from the a/c unit to the outdoors / outside of the house. About every 7-8 days , I have to evacuate the pvc line with a shop , or the tray fills with water , trips the fault switch and shuts down the system. This has been an ongoing since the day after the unit was installed in 2022. BTW the unit they installed is inadequate, iI now need 2 additional units to cool my home , a ****** window unit plus a roll around unit in our master bedroom. SHAME on you AIR HAWK !!!!!
  
  Sincerely,
  
  ****** And ***************************

  

  Business response

  07/17/2024

  Hi there,

  we can certainly do that job for you. Ill give you a call to discuss. When is the best time to reach out? For a faster response You can always reach us at our office. We look forward to helping you. 
  

  Joe 

  owner

• Initial Complaint

  05/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  *************************, the owner of Air Hawk Heating and Cooling is refusing to call or contact us after several attempts via email, phone, and going to the place of business. His business did not properly secure the drain pan in our attic when they installed it, which led to over ***** dollars in damages when gallons upon gallons of water leaked through into our home. We had them out to secure the drain pan properly and they did (after all the damage). The real issue is that we need to renew our house insurance. The insurance company needs an invoice that states that they properly secured the drain pan, which they did. ************** refuses to contact us or provide said invoice.

  

  Business response

  05/25/2023

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

  The water issue you experienced was due to a lack of maintenance and a buildup in your drain pan. We installed this unit in 2020. The drain pan was properly placed under the unit. We had the unit inspected by the county and it passed inspection. If It wasnt properly secured as you indicated it wouldve failed inspection. you failed to mention that I paid almost half of the bill as a courtesy. Why wouldnt you mention that? It would seem youre just trying to make me look bad. We provided the information you requested. We just didnt provide it fast enough. You gave ** a deadline for May 31 and we provided it a week before that but here we are with the BBB complaint I dont understand it.
  

  As a reminder Please call ** when you were ready for maintenance to help avoid situations like this. You should have maintenance done every six months. 

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, March 6th, 2023, I arrived home to find my Air Conditioning not cooling. I called Air Hawk Heating and Cooling, LLC owned by ***********************, so they could come out and diagnose the problem. I was clear about how my house was new construction, and that the parts were still under warranty. I was assured that my reimbursement would come from the manufacture, so I paid in full. When I contacted the manufacture *******, they explained that the right procedure is to have a licensed professional file a claim and send back the faulty part, so I don't have to pay for a piece, which was still under warranty. On March 14th when I called Air Hawk Heating and Cooling back and spoke with their Warehouse Manager, ****, he became defensive, was uncooperative, and refused to fix the mistake.

  

  Business response

  03/15/2023

  ************** is mistaken. The manufacturer does Not Cover labor of repairing a part. The only thing the manufacturer will cover is the cost of the part itself. NOT THE LABOR. We explained this to her and she just doesnt understand. We did NOT install this system. We did everything the right way. She called and we offered same day service. Repaired it in one visit. Gave the price up front. How is that bad service? $109 for the trip charge and $199 for labor and *******************. I have to pay someone to process the warranty so I get a credit for the part we used for the repair. The company that installed it would NOT return her calls so she reached out to us. She filed a BBB complaint against that company too. 

  Customer response

  03/16/2023

   
  Complaint: 19596151
  
  **************, this complaint is filed under billing adjustment not a refund. At no time did I expect to be reimbursed for the labor. ************** could have known that should he had followed up with a dissatisfied customer verses sending a belligerent text message (enclosed). ******* was eager to repair my unit under the pretense that the manufacture would reimburse me for the part, which his tech **** said was the $199 fee. When I call the manufacturer, they explained what the right procedure was and how to fix it moving forward. When I called AirHawk back to relay the message. **************** other employee, **** became combative, dismissed what I had to say, and refused to help. The information I received from his business was misleading. And should he choose to talk to me directly, the complaint could be retracted, and we could come to a fair and amicable solution. Dismissing a customer and not responding professionally only makes them feel like they have no other recourse but to file a complaint. 
  
  Sincerely,
  
  ***********************

  

  Business response

  03/16/2023

  ***************,
  Nobody is arguing with you. We tried to explain the charges and you continue to insist that we charged you for the part. Our invoice clearly states what you were charged for. LABOR AND WARRANTY PROCESSING. 

  you never gave us a chance to talk. You went online posted bad reviews and filed with the BBB. once that happens theres nothing more I can do for you. you never gave me a chance to speak with you. 
  

  All of the pricing was upfront. We never mislead you. Its only when you misunderstood what the operator at ******* was trying to explain to you about the warranty process. The installing contractor gives you a 1 year labor warranty. After that you are responsible for paying for labor. 
  

  I purchased a contactor that we keep on the trucks. Once we do the repair I take the part to ******* and I get a credit for the contactor. You have to pay the labor to the contractor for doing the repair. You just dont understand what we are trying to tell you. 
  

  in regards to my text. After speaking with the person who referred you to my company. This is your typical behavior. You bash companies and harass them when they have done nothing wrong. You did the same thing to the ** company that installed the unit. Just bad reviews and BBB complaints. ********************* did nothing wrong yet you left them a bad review too. They didnt answer the phone. Really? Bad review for that? Thats not how you work with people to get things done.  
  

  like I said in my text. I hope you have a good day and find peace. 

• Initial Complaint

  07/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Original transaction 9/10/18 Immediate issues with AC not being install properly and had them out for several early service calls Air went out completely in March'22, tech found several improper installation methods and pointed them out to me. Said it was most likely the cause of the issues. Paid for fixes since warranty was out - March '22 Same issue occurred 7/25 /22, new tech comes out and says same problem has occurred again, want me to pay for new parts and labor again. Asked for someone to resolve issue , order parts and done in timely manner, customer service rep asked for me to resolve with another company and is not responding to my request. Attached email.

  

  Business response

  08/16/2022

  Business Response /* (1000, 5, 2022/08/01) */ Before this complaint was filed we offered to come back out to this homeowners home to double check the diagnosis. He has refused to set the additional appointment. He filed this complaint instead of working with us. We are willing to come out to double check the work at no cost to him. At this point it is up to the customer to make the decision. Consumer Response /* (3000, 7, 2022/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The businesses response to me was completely the opposite. They came to my house first thing in the morning. They left without doing any work or a timeline on when I would get an answer of what was covered and what wasnt since they had just fixed the same thing 3 months ago. They have a 1 year warranty on service so this should be covered. When I asked for it to be done for no cost, they said they could not, I asked to speak to the owner, he was unavailable, Chris G. , AirHawk Employee, said they would call me in the afternoon. Instead she wrote an email at 3:23 stating they reviewed the history and corrected mistakes last time and now have a repeat issue which is a manufacturers defect, not on them. They suggested that I have another company work on my ac system since I seemed upset with their response. It was close to 100 degrees, I was already 3 days into not having ac at my house since they didnt consider my event urgent enough to send someone immediately. After she sent that email, I had to urgently call multiple AC companies and pay extra service for them to come out so I could get my AC working again. After I did that, that is when they decided to tell me they would come Monday, which was 4 days out. They did not ever offer to fix anything free of charge. That is an outright lie. That wasnt until I filed a google review and BBB claim, as well as told them verbally that I had to contract with someone else, which is exactly what they told me to do since they felt like it was not their fault. Business Response /* (4000, 9, 2022/08/05) */ Hi there, We are still willing to come out at no charge to take a second look to make sure there's nothing we did incorrect. If the issue is on our end it will be fixed at no charge. If the manufacturer coil is leaking there will be additional charges. We never indicated that the repair would be done for free. we chose to communicate by email to ensure that there were no more communication breakdowns on our end. Please email us when you're ready for us to come out to take a second look. As The owner of the company I am willing to come out to evaluate.

• Initial Complaint

  05/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The initial date of service was November 17, 2021 when Air Hawk came out to complete "Roto Brush Duct Cleaning - Duct Cleaning 3.5-4 Ton". This was to include the following: Roto brush branch ducts, Roto brush trunk lines, Roto brush plenums, sterilize ducts and deodorize ducts. This package assured that not only our air vents would be thoroughly cleaned, but sanitized and deodorized for the best air quality possible for years to come. One of the employees was newer so he was being taught how to do the job. We paid them $574.00 for the service. The weather was cooler, so we weren't running our HVAC unit very much. When we started using it more in February, we noticed that black dust was coming out of the vents and coating surfaces in our home. We called Air Hawk regarding the issue and they sent out a technician on February 10, 2022 who did a very quick scope of the home and concluded it was the fireplace, even though we have owned the home for years with no issue prior. Come March, we have a newborn and are constantly running the A/C living in Florida. The dust is coming out really fast and again coating every surface in our home. We call a neighborhood HVAC technician and his professional opinion was that the ducts were improperly cleaned and all of the dust left behind is what is coming out of our vents, or that the Air Hawk technicians caused a tear in our ductwork. I call Air Hawk again and they refuse to see us until November because they're too busy with A/C repairs. They disregarded the health of an infant and the fact we are an existing customer with an issue that was created by their work being incomplete. For a more in depth understanding of our concern, please see the attached PDF titled "Air Hawk Complaint".

  

  Business response

  07/05/2022

  Business Response /* (1000, 5, 2022/06/08) */ Contact Name and Title: Joseph ***** President Contact Phone: XXX-XXX-XXXX Contact Email: *******@AirHawkAC.com Hi There, We would be more than willing to come out and reevaluate your system at no charge. We do you have to put a priority on people without cooling. we will be contacting you to schedule an appointment. Consumer Response /* (3000, 7, 2022/06/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I accept the initial assessment of our system, but we would also like any work that needs to be done to also be free of charge. It's still part of the initial job so I'm not paying for it a second time. If that's not a possible resolution, then I would like a full refund. Business Response /* (4000, 9, 2022/06/29) */ We have contacted you to come back out to clean duct at no charge. Consumer Response /* (2000, 11, 2022/06/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  05/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had two air conditioners installed on March 4th 2022. One of the air conditioners works great the other air conditioner works for a few days or a week and then quits working. The company has come out five times and each time says the air conditioner is fixed, it works for a day, couple days, or a week and then stops working again and we have to call them and wait for them to schedule. It has now been not working since Tuesday they had a tech come out on Wednesday with no resolution they now have set another appointment for this coming Tuesday as I've had to call them everyday and again for now the sixth time have said they will know more after that appointment. They need to come take the air conditioner and refund us our money or replace it and we can all move on. It has been over 90° the last few days in our upstairs and they keep saying we're a priority, but they have installs. The fact of the matter is that they've already gotten our over $13,000 so I don't really think that they care to fix what they've already been paid on and put in. When we paid we agreed to a working air conditioner and it is under warranty.

  

  Business response

  06/13/2022

  Business Response /* (1000, 5, 2022/05/26) */ Contact Name and Title: Chris Customer Svc Sup Contact Phone: XXX-XXX-XXXX Contact Email: *****@airhawkac.com We understand your frustration and we are working to resolve your issue. The fact that we have sent techs out several times is evidence that we care about you and want to resolve this issue. You are our priority. In our most recent visit, we made some adjustments. We are taking time to watch how the system will react with these adjustments to help us see the direction in which we need to proceed. Some issues take longer to resolve than others. We will keep working to diagnose the issue properly.

*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. ↩