Complaints

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

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  Air Zone Air Conditioning & Heating, Inc.

  297 Scarlet Blvd Oldsmar, FL 34677-3017

• 

  Air Zone Air Conditioning & Heating, Inc.

  120 Commerce Blvd Ste 3 Oldsmar, FL 34677-2811

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:02/07/2025

  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.

  I was referred to this company by my home warranty company. They came out today to evaluate repairs needed which are covered under my home warranty. The tech evaluated my ** unit and said all parts and labor were covered under the warranty (as expected), however, he mentioned that in order for the warranty work to be completed the ** unit needed to be taken apart and cleaned first. The cleaning would not be covered under my warranty and would cost $2000! The tech essentially tried to stronghold me into paying $2000 before hed do any work on the items covered under my warranty. I called my warranty company who mentioned that they had no such policy or requirement. It was clear that this is a tactic used by this company to try and take advantage of people. I declined any services and was not able to use my home warranty policy which I paid for. Furthermore, the tech left wiring within the unit unplugged and in a mess (likely because I denied his ridiculous proposition). The tech also later emailed me a quote for a full unit replacement which he quoted for over $10k! Ridiculous. Beware of companies like this!I ended up calling another ** company who had the unit repaired for $300 and mentioned that cleaning was not necessary.I will be reporting them to BBB and to the home warranty company. See other reviews from customers who experienced the same thing!

  Business Response

  Date: 02/14/2025

  I cant speak to why your independent company stated the system did not need to be cleaned. We are under different guidelines with the insurance companies. However, his cleaning proposition was a full package cleaning which was bundled with UV sterilizer and maintenance plans. There are alternatives less expensive options. However, I am happy to hear your unit is working, I will make sure I go over this situation in detail with the staff to help with full transparency in the future.

• Initial Complaint

  Date:01/13/2025

  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.

  I own a house in ******* and have a home warranty on it. The ac was leaking water in the garage and my manager called to let me know. I then filed with my warranty company on Jan 3. They sent out air zone on Monday 6, he then called and said he found the leak and everything was covered under my warranty. I was like great, but he said the unit is very dirty and it cant be repaired till unit is cleaned. Its 3 years old, he quoted me ******* to clean it and then everything else was covered. To which I said no way. So he left I filed a complaint with my warranty company he then sent me a quote for ******* so I told my warranty company ,so he files papers saying he found nothing wrong with unit. And now they have denied my claim. I had to get someone else out to repair it. It cost me ****** and unit was like brand new they stated there was nothing to clean and furnished pictures showing how clean unit was. This company is just ripping people off and needs to be stopped. You cant do business like that.i included the picture they sent when they opened the unit.

  Business Response

  Date: 02/05/2025

  We ran this call and the customer needed to have the drain line maintenance cleaning and purge with the warranty does not cover. We recommend our UV package for $1,000 which is within the realm of our industry. Homeowner refused, but was verbally offered t a drain maintenance cleaning for the pan and line, with nitrogen and clean which as refused. 

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22797869
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:07/10/2024

  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 had Air Zone at my house after the air condition wasnt working. I had a flooding situation due to the lines needing cleaning out. I had 3 different **************** men there over a 3 week period. It came to $744. This was over a 2 week period. $435 the first time and $309 the third Each time they said they cleaned out my line, but I had ******* Air Conditioning come out after the air conditioner was still not working. He showed me what it would have cost from ******* for the exact same service as Air Zone. He quoted at $317. He had to also clean out the line. He actually did the job but the other company couldnt after 3 visits and many dollars. I was charged $199. I was ripped off by Air Zone.. I called them up to complain however the woman that answered told me that it was my problem. She said I should have shopped around first. Of course that was impossible and she knew it.

  Business Response

  Date: 07/24/2024

  Tell us why I reviewed the service invoices and and the first work order from a month earlier was for the service diagnostic visit, the emergency float switch installed and the cleaning of the drain line for your unit only. We do not include or cover anything to do with community or common drains which is listed on your invoice. We made a second trip because you stated the building maintenance cleared the community drain line. When we arrive the tech found your pan and line leading up tot he wall was clean. We made a 3rd trip over a month later to try and clear it out again, and you were charged $309, because it was outside the recall period after the first 2 visits. Do you have any documentation supporting ******* being there and allegedly clearing the line after we had purged it and put cleaner *** it 3x as well as the maintenance crew? 

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21966562
  Hours 
  I am rejecting this response because:they have not responded. They have shown a repeated arrogance in their dealings with me. I deserve better. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/19/2024

  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.

  Date of work was on 5/31/24...They used deceptive tactics in association with the ********************* that I'm apart of. They claimed the Home Warranty would not cover the Failed parts until I paid them 2000 bucks for a cleaning and UV Light. The **************** said yes they required the cleaning in order to diagnose the issue. However Air Zone had already diagnosed the problem before the cleaning was performed. I have a much longer statement of events...but this won't allow for that much info.

  Business Response

  Date: 07/09/2024

  Tell us In response to a dispatch work order from the consumers home warranty company, AIR ZONE sent a service repair tech to the consumers home. After looking at ** system, the tech explained in detail what needed to be done per his home warranty company for tech to be able to complete repair. The consumers home warranty company, (most warranty companies due), required his system to be in clean, properly working order, and be maintenance periodically. The tech informed this consumer his air handler needed to be cleaned and was also given the option to add a U.V. Kit to keep the unit clean and a healthier air distribution inside home. The consumer was charged ONLY for the cleaning and Kit, not for the actual repair of ** (which was covered by his home warranty). After performing this task, the tech was able to complete his diagnosis of system, install needed parts, and had the ** system cooling before collecting payment. The consumer clearly understood what was explained to him, the steps, and the cost, as per my phone conversation on my call back to consumers request to speak with service advisor, which was done on same day or next.
  
  
  why here...

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21868536
  
  I am rejecting this response because:  The Technician stated there was significant work that needed to be done in order to clean the unit.  Which involved dismantling the Air Handler and he DID NOT give me an option to add the ** Light...He stated it was required in order for the Home Warranty to cover all of the failed parts he was to replace.  I also asked the Tech before I agreed to pay the 2000 bucks...how much was it going to cost the ********************* to repair all of the failed parts and the Tech stated well I can't go into the numbers but it's more then the 2000 bucks that I was going to pay for the cleaning and light.   So yes I agreed to all of this work at that point...but under 30 minutes later the Tech comes back and says he's all done his work....I had a very strong suspicion I had been Bamboozled, Scammed, etc....  He installed a 2000 flashlight and MAYBE replaced a couple cheap parts and walked out with 2000 bucks of my hard earned money.  There is no way he could have performed a comprehensive cleaning to the Unit that he stated involved breaking the Air Handler apart to warrant the 2000 price tag.....This is clear as day a CASH GRAB and when I spoke to the supposed owner of the business he could only question what medication I was on...instead of listening and understanding the manipulation his worker used to clean my pockets for a 20minte ** light Install.  I also proceeded to look online for reviews of this Company and found many complaints against this same Technician using the same tactics he employed on me...accept I was the sucker that beleived him to be an honest person.   NOT AT ALL and this reflects on AIRZONE.  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/10/2024

  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 among many other customers have been scammed by ********************. I called my Home Warranty, Choice Home Warranty and they send out **** with Air Zone, because my Air Conditioner was not working and it was 86 degrees in my house. He said that the ********************* would cover the parts, but they required him to clean the whole system first because I had mold and he needed to clean the whole system. He said it would cost $2000 to clean the system. I said thats a lot of money and that I did not have that money. He said let me go outside and talk to my company. He came back in about 15 minutes and said that he could do it for $1000 and that I could finance it for a year without interest, so I did sign because I needed my A/C to work and it was 86 degrees in my house for a few days. He went upstairs to do the cleaning in the attic and after 30 minutes came back down, but before he came down water starting pouring down from the attic through my recessed lights in the kitchen. He said dont worry, itll stop after a while and not to turn the A/C on until at night because otherwise it would freeze up. I didnt turn it on until night and left for dinner and came back at 8:30 PM and it was still 86 degrees and never got cool all night. I called another A/C company the next day to find out that he did not do the things that he said he was going to do. I didnt have mold like he said I did, he did not fix the ** light system (I have a picture of no Ive light bulb, no Freon that he was going to fill and the drain line was not cleaned. I ended up having to spend another $604 with another company. I dont believe that I should pay the $1000, I feel that I have been scammed and there are many other people that have the same experience on ****** reviews. Something needs to be done about this company, PLEASE help Thank you

  Business Response

  Date: 06/27/2024

  We apologies for the frustration and the situation or miscommunication. The water that dripped through the light was from him vacuuming out all the water from the emergency drain pan, which is why he said it would stop. It was just a little overflow. His original offer was to completely clean the blower housings, wheel all electrical wires and install a ** kit. His second offer which you all verbally agreed upon for $1,000 was to remove the Uv kit. he did forget to remove the ** from the invoice, but the rest of the restoration cleaning remained.  The evap coil was frozen over, which needed time to thaw out which is why he advised you to please turn the unit off. We had to come back out to diagnose why it was frozen over. if the other company just added freon, then there will probably continue to be issues moving forward. There was no bacteria growth, because the system was completely sterilized clean. We have not billed or been funded by the finance company for the inconvenience. 

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21826008
  
  I am rejecting this response because:I was scammed. I called my ********************** choice, because my A/C was not cooling and they sent out Air Zone. The technician that came out was **** and he proceeded to tell me that the ********************* would pay for all the parts, which I didn't need and in order to do that he would have to do a total cleaning of the system including adding freon, cleaning the drain pipe, and installing an Ultra Violet ********** System including transformer and ballast. I already had an Ultra Violet ******* all I needed was a new bulb, he just unplugged the system!! I said how much would all this cost and he said $2000 and I said I can't afford that and he said let me see what I can do and went outside. After 15 minutes or so he came back in and said he could do it for $1000 and I could finance it for a year without interest. I don't know anything about A/C's and trusted him and agreed to do the financing, if only I had checked the reviews before agreeing to it! After I checked the reviews, I saw that he scammed many people! I have attached a lot of the reviews. I am a senior citizen and I can't afford to be paying $1000 for work that he never did. He was in the attic about 30 minutes and said he was done and not to turn the system on until the evening, because it still had some ice on it and left. I waited til the evening and turned the unit on and nothing happened, it was 86 degrees and never worked. I called another company the next day and they had to clean the drain line, which he said he was going to do, added a capacitor, which he was supposed to, and added 3 lbs of freon, which he said he did, not of those were true!! I feel that I was totally scammed and should not have to pay $1000 for work that he never did. I asked the company to send me an itemized invoice with all the prices, but they said they don't do that. 

  Please help!
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/20/2024

  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 3/29/24, after I submitted a claim to Choice Home Warranty, CHW sent a technician from Air Zone Air Conditioning to my home. It was early on a Friday morning, and my family had been without ** for several days with temps inside sometimes over 90. The technician told me that he could not fix my ** unless I paid $1987 for "ahu restoration" and an "ultra violet light sanitation system." He said that CHW "required" this to complete the repair. Since CHW sent this person to my home, I assumed this was true. I was also sick from the heat and desperate to have the unit fixed, and the technician said he would leave without making any repairs if I did not pay these extra fees. I paid, then the tech then told me to blast the heater all day to unfreeze the system. I do not recall him going to the outside unit to replenish the freon.When I later reached out to CHW because the ** was still not working, and I told them that I'd paid for the service the tech said was required, they said that the tech was not authorized to make ANY repairs that day. He was only supposed to diagnose the problem and submit his findings to CHW so they could review the claim, then send a repair person after their review.In fact, because I'd paid this tech, CHW tried to say that I'd invalidated my claim by using "outside services." No one from CHW nor Air Zone told me that the initial tech visit was diagnostic only; I thought it was for repair and I trusted that the person CHW sent into my home was being honest about the requirements.The ** never worked following Air Zone's visit, in which they basically held me hostage by demanding nearly 2k to make a repair. Finally, I got a reputable company outside of the warranty who actually refilled the freon for $400 and the ** has worked ever since. CHW did not give a choice in who they sent to my home, so I did not research Air Zone at the time. Since then, I have found multiple online reviews from others that detail this exact scam by Air Zone.

  Business Response

  Date: 06/11/2024

  We always advise/recommend options for home owners. The warranty companies require system to be cleaned and in proper operation condition in order for the warranty company to provide coverage for the system. UV kits are optional as the premium package, which this customer appears to have elected. The technician procced forward with the repair, post cleaning and uv kit install. I am sorry to hear that the unit had stopped working, but we do offer a 1 year workmanship guarantee on our services, and your home warranty company has a recall provision which hold us accountable for ***** days pending a repair. Had we been called, we would have most certainly had sent a tech back out to solve the mechanical failure. i apologize for the situation, but unfortunately we cannot take the cleaning services back, but you do have warranties with us

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21734538
  
  I am rejecting this response because:

  1. The technician you sent was not authorized to make any repairs by the warranty company, only to evaluate the issue and submit a report to them. This was not communicated to me, and the technician who claimed to be so knowledgeable about the warranty service should have known that. 
  2. I did not elect anything. I was coerced into accepting this cleaning charge/** light, because the technician said if I didnt, he would not fix anything and he would submit a report saying my system was dirty, which would void my warranty claim. 
  3. I later discovered through other customer complaints that this blackmail tactic is common for your company: pay us to clean or our report will trigger a rejection of your claim.

  4. The invoice was written in a manner to hide the coercion by stating that I elected to have these added services. I did not elect anything. I was told that the charge was required by the warranty for the repair. That was a lie, and the warranty company said that my payment to your company that day for what they said was an outside service was actually the only thing that would nullify my claim. They made an exception when I explained what your tech did/said. 

  5. In addition, the invoice says ***** was added. That is also a lie. The technician never even looked at the outside unit, nor was any refrigerant added. I later had a reputable company come out, and they added 80 lbs of Freon and the unit has worked ever since. Your technician blew some stuff  around in the attic then told me to blast the heat all day to unfreeze the system. At the time I didnt know this was done at the outside unit, so when I signed the invoice I assumed it was done. Only when the reputable company came out and filled the freon did I realize that your tech never did that. 

  5. The only acceptable solution is a refund. I will have someone return the ** lightI dont want anyone from your company in my home again. Your technician took advantage of my situation, lied about the warranty requirements according to the warranty representative, took money from me for services not rendered, and left me with a unit that still didnt work. 
  
  6. If I am not refunded by 6/28/24, I will seek resolution plus court costs and attorney fees in small claims court. 

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

• Initial Complaint

  Date:02/05/2024

  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.

  Filed warranty with First American Home for broke AC on Jan 23 and they contracted Air Zone and assigned case to them on Tuesday Jan 23. Appt scheduled for Thursday Jan 25th where ******* came out and said the wire came loose and the striped it and hooked back up and said all was good. Told me the issue was caused by poor installation which was done by Bayonet. No testing of anything to include Freon levels. The house never cooled so I emailed and called and left vm that evening. Never heard back so called on Friday (26th) and was told they were too busy to check emails and VMs and they could send someone out on Monday the 29th. That tech arrived and looked and said the previous wire fix burned up the harness and I need a master tech as he could not work on it. He shut off breakers and left. Called on Monday afternoon and was told I had to wait until I was called by the scheduling person/manager. Tuesday Jan 30th I called and spoke to the scheduler and ask if he could get me scheduled for later in the week say Thursday or Friday and his response was "I will schedule you when I schedule You." He kept telling me he makes calls for the next day and that is how it is and yet I was asking him to schedule me 3 or 4 days in advance and like a robot he kept repeating his 24 hours prior is when he calls. Here is it Saturday Feb 3rd and still have no AC or heat as breakers are off. I can say the techs that came to the home were very polite; but Thank goodness only the harness burned up and not my house. I then had to fight with First American home to get a new contractor assigned which I hope is better than this experience. This has been so miserable. I then got a call and voicemail from Air Zone last yesterday (Friday) afternoon wanting me to call them back to schedule another technician. Also, the have a webpage but everything errors out 404 not found. "We searched the space, but we couldn't find the page you're looking for." so i am unable to contact

  Business Response

  Date: 02/06/2024

  We made  a repair on a Thursday. He needed another service call the following Monday. Tech diagnosed what appeared to be the same issue, possibly an electrical issue. We explained we would need to get a lead out and per contract it could be 3-5 business days. We called Friday to scheduled, but customer didn't answer. That was the last of our business dealings with him as he went else where. Its unfortunate, but this was ne of those situations we just didn't have the appropriate technician available fast enough for the this gentlemen. 

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21242397
  
  I am rejecting this response because:

   3 weeks to resolve an ac issue is unacceptable.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/17/2023

  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 May 2023, **** Home Buyers Warranty dispatched a service request to ************************************************* to fix my A/C unit. After their initial inspection, they recommended that I get some maintenance work done that were not covered by the warranty, including cleaning of the evaporator coils and installation of UV light to prevent mildew buildup. On 5/20/2023, I paid $1563.00 out of pocket to Air Zone to have the work completed. Two months later, the unit stopped working, & the warranty company dispatched the work order to a different company (comfort zone) which recommended cleaning of my evaporator coils (the same work that Air Zone was paid to complete 2 months prior). I reached out to the warranty company and was informed that air zone never submitted any report to them and the work order was still showing as open. So, in August 2023, Air Zone sent another technician out to clean the evaporator coils. Then I have been having all kinds of issues with the unit. Air zone sent different technicians out to my house and every time they came, I pointed out the damages to most of the fins on my evaporator coils caused by Air Zone while cleaning the unit. And Every time, the technician would take pictures of the damaged part and assured me they would take care of it. They kept saying that it is not a big deal and they could send someone out with a special comb to straighten out the fins. but I insisted on having the fins repaired or the damaged part replaced. Three weeks ago, Another Air Zone technician came out and informed me that the fins are so badly damaged that they cannot be repaired with a comb and he would report this to his supervisor to have the part replaced. Then I have not heard anything from air zone. I reached out again to the warranty company, and now air zone is denying responsibility for the damage to my evaporator coils when this company was the only one that performed deep cleaning on my evaporator coil since I purchased the house in May 2016.

  Business Response

  Date: 11/27/2023

  This coil was 100% completely filthy and in poor condition when we arrived at the home. In order to assist the customer with having warranty protection, we cleaned it for him. Its not unusual for a coil in this filthy of condition to need additional cleaning, which is what we did. However, at no time did Air Zone damage this coil and the unit had been cooling overtime we have been to his their home. The insurances companies pictures of the condition of coil pre cleaning. at no time did Air Zone cause any damage or  to this coil. The unit is mechanically operating normal, since the last time we were out. 

• Initial Complaint

  Date:11/01/2023

  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.

  Home **************** was just band-aiding the problem. So I decided to use the company the warranty company had sent to make repairs numerous times-Air Zone. We purchased 2 new units(27th Sep). The first day(29 Sep) of installation they couldn't get the line open with the unit in the Attic. Then they returned the following Monday (2 Oct) because they are closed on weekends. On Saturday evening (14 Oct) my family returned home to a HOLE in our Ceiling!! The New Unit in the Attic had frozen over and leaked to the extreme that my ceiling FELL OUT. I called and left messages and was finally informed that someone would contact me on Monday(. On Monday(16 Oct)I called them and was informed they would have a Tech at my home between 2-6pm. He arrived, made some notes, contacted the office to inform me they would have to have a 2nd tech to do the work.Tuesday(17th) another Tech came. Adjusted some pipes, plugs, freon and said the NEW UNIT was fixed but it wasn't he had to return again on Thursday, (19 Oct); made some additional changes to the valve; now its fixed but it's the 29th of Oct and it isn't working. They are closed. I contacted the office to find out the procedure for cleaning my new carpet that was installed 2 days prior to the initial Installation of the New Unit and to REPAIR THE HUGE HOLE in my Ceiling with wet installation stuff hanging out? I was informed *****,the owner, would get back to me. Then ***** called me l20 Oct) stated he had just seen the pictures I had uploaded on the night of the (14 Oct)to their site and his contractor would contact me to come repair. NOW it's 29 of Oct, my unit isnt working and they are CLOSED. I still have stuff hanging from my ceiling, stuff on my carpet and a HOLE IN MY CEILING. Both my son and I have developed a sinus infection and we both have asthma. I have called the company numerous times and explained my health concerns with the Wet installation and dry wall developing mold but no one gives a ****

  Business Response

  Date: 11/15/2023

  This customer is completely correct. There were a few mishaps on our end with startling from the missed emailed with pictures of damaged attached. I take blame for that, I was not aware for a week their was significant damage. However in the end it appeared to be 2 small bows in the new 3 story drain line we installed, causing water to back up. We have however stood behind out workmanship and are in the final stages of making them and their home whole.

• Initial Complaint

  Date:09/06/2023

  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 8/3/23 ****** came out from Air Zone to our home and did a Duct Test. We knew we had a leak in one bedroom and wanted to get it fixed. *********** recommended that we use their contractor (Air Zone) and then we would qualify for rebates on having the Duct Test and any Duct work fixed that Air Zone recommends. ****** confirmed that we needed a new duct for one bedroom and also recommended sealing some other areas. He told my husband that he did not have the right size duct work to complete the job that day but we could call Air Zone and set up a date. He left us with an estimate of ****** to complete the work. After ****** left I called that day to set up the appointment and the soonest appointment they had was for 8/21/23. ****** came back out and completed the work. After he had completed the work he gave my husband the new quote with an additional $100 "trip fee". My husband paid him with a check. The following day (Aug 22nd) I called Air Zone to inquire about the additional "trip fee". I spoke to the Project Manager and he said that we were charged that because we chose not to have the work completed on 8/3/23. I explained that was not the case and that we were eager to have the work done. He argued with me and then said I could speak to the General Manager *****. He said ***** would call me within 48 hrs. I did not receive a call and called again the following week (8/31/23) and again spoke to the Project Manager who answered the phone. He said he would leave ***** another message. I never did hear back from anyone.

  Business Response

  Date: 09/08/2023

  I am sorry for you frustration and concerns. I can assure you that we are very thorough with all *********** customers. This had been our standard practice since being involved in the program since 2016. The 2 people present both times were your Husband and our tech Oscaly. Your husband could have inquired into this before writing the check for the additional $100 charge. We really do not know what was discussed between your husband and ******. Your husband did not and has not argued what  he discussed and agreed upon with Oscaly that day or even today. The price was writing and signed off on the *********** invoice and our invoice. I am sorry that you feel like this was unjust, but nothign was hidden or deceived from your husband.

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20556171
  
  I am rejecting this response because:

  I spoke with ***** on 9/8/23 at approximately 4pm. It appeared he only contacted because he was upset about the BBB complaint . He was much more polite then the Service Manager on the phone but still unprofessional, telling me your husband should grow a pair.In response to why my husband paid ****** and did not have him call the manager at that moment to enquire more about the ****** extra he added on after completing the work. I called to set up the appointment for them to come out based on the quote he had given us that first day which did not include a $****** trip fee.He offered to try to get approval to split the difference and give us $50.00 back. I told him that I do not agree with that because our original quote did not include the $****** and it is about the principal of the situation. ***** said he had no knowledge of there being a quote that did not include the $****** trip fee. I asked him if he had looked at what I sent to the BBB in my complaint. He had not and he requested I send him a copy of the 2 quotes I received. I did email them to him immediately to *************************** as he requested. My husband and I are both the homeowners of this house and as shown in the check they received; both of our names are on the checking account that paid them. 

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