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:01/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 system installed 2023, start of installation there were issues, the system was not installed correctly and damage was done to the unit itself causing them to return and replace it with a new one. Electrical outlets outside of the home were damaged and not repaired. Several services calls were completed with issues with the electrical portion of the system not being installed properly causing issues. Others were completed with issues with the cooling system not reaching proper tempatures as indicated on the thermostat. Return duct system was replaced due to them damaging it. Other duct work was recommended but we denied them at the time due to money restraints. Recently with the cooler weather the heating system stopped working, another service representative came out and advised there was an issue with the heating and that parts needed to be replaced even though the system is less than 2 years old. They advised against using the heat as it could cause a fire because of the levels it was reaching. Emergency heat can be used but will increase our electric bill. They denied covering these parts to fix. Other issues they fixed but each time something has been fixed there are more issues and these issues are getting worse as the time goes on. A family friend advised with the issues we are having the system will no longer work soon. We are paying a monthly premium for this unit and as you can see above (receipts available upon request) that we have had nothing but problems since it was installed and the issue isnt that we dont want to pay because we pay monthly the issue is this has been on going for a year in a half now with no resolution and just more problems.

• Initial Complaint

  Date:10/17/2024

  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 hired this company to put in a ac unit at our mobile home. We have never financed a ac unit before so we are not sure how everything goes but we put the credit application in my son Trevors name . He is not property owner . We was never told he needed to be. We got approved for *** under Trevors name . Comes to find out the finance didnt go through after they installed the unit due to fpl saying ****** is not the home owner and they dont finance ac units on mobile homes . I spoke with the owner to try to fix this problem he assumed Im not trying to make this issue right. First off this is not our fault as the customer this is between fpl and the ac company . I am willing to make the payments that *** approved us for in the beginning which was $200 something a month. Now this owner is talking very rude saying Im scamming him, he will put a lean on the property and also file for a judgement on my sons credit . All I dont want to do is have my sons credit ran a lot of times because it has went down and I know we wont get approved now that they ran it and he had to get a new vehicle . A lot of people have ran it causing score to drop. This owner is saying I need to come up with 60% down . I need help making this situation better. We *** the business ****** for this new unit. *** also had issues with the owners employees.

  Business Response

  Date: 11/27/2024

  On August 19, 2024, Our Place Air & Home Repair (Our Place Air) was dispatched to Ms. ***** ******* (the customer) house for an estimate. After completing a full inspection of her HVAC system and ductwork, we offered the customer options for **************************** of her HVAC system and ductwork. Ms. ****** agreed with quoted price and work, and we attempted to secure financing for her job. Unfortunately, we were met with a couple of denials of Ms. ******* credit from with our primary credit lenders. She then informed us that her son, Mr. ****** ******, was also part of the household, thus could finance the replacements to their home through our lender FPL. Mr. ****** completed a credit application and was approved for financing through ***. All the required preliminary documents were signed, and the work was subsequently completed at their house. Upon submitting the *** completion form to receive final payment, the bank kicked the loan back; they stated they would not fund the loan in Mr. ****** name due to his name not being on the homes deed. *** has a stipulation for financing that the applicant must be the homeowner(s). Upon receiving this information, we told Ms. ****** that we will need to secure funding through different lenders with either her or Mr. ****** credit information. She refused to have her, or her sons credit pulled with our other lenders, and stated it was our fault that the bank didnt approve Mr. ******* She insisted we offer her in-house financing, in which we would front the money on her behalf and accept small monthly payments from her. Our Place Air cannot consider in-house financing until all credit lenders are exhausted.
  Section 8 of our terms and conditions on the contract clearly states that: in the event that the contractor arranges finances through second parties, all agreements are through finance company and customer and shall have no responsibility on contractor. All financing is with approved credit. In the event that the customer is found to be not credit worthy, at any time through this agreement, it shall be the customers responsibility to secure funds to service all departments. Mr. ****** signed the document containing these terms and conditions on August 21, 2024.

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22436908
  
  I am rejecting this response because:
  
  As the customers this was our first ever time receiving a new unit from a company for any of our homes. So as you can imagine we dont know the process and how it works. No one ever told us that to finance through *** you had to be a home owner. The ac company should have known these things especially since they are having people sign up with fpl. 
  I spoke to *** they said the company knows the guidelines. This company knew what they were doing and trying to scam people. Knowing I tried to get payments due to not having 15k up front to pay fully for the unit. I also didnt want our credit ran again after this mess this is between *** and the ac company should. They need to come up with something to help through this vs threatening me about putting a lein on a home that isnt even mine . 
  Sincerely,
  
  ***** ******

  Business Response

  Date: 12/10/2024

  As the customers this was our first ever time receiving a new unit from a company for any of our homes. So as you can imagine we dont know the process and how it works. No one ever told us that to finance through *** you had to be a home owner.
  Ms. ***** ****** and Mr. ****** ****** were made aware of this stipulation.

  This company knew what they were doing and trying to scam people.
  Applying for a line of credit with one of our creditors does not indicate any malicious intent; it is a common practice for home improvement companies.

  Knowing I tried to get payments due to not having 15k up front to pay fully for the unit.
  We understand it is a large investment to make all at once. That is exactly why we offer financing to our customers, to help those that do not have the money up front. As a small business, we also cannot consider in house financing until all other financing options are exhausted.

  I also didnt want our credit ran again after this mess this is between *** and the ac company should. They need to come up with something to help through this vs threatening me about putting a lein on a home that isnt even mine .
  Section 8 of our terms and conditions on the contract clearly states that: in the event that the contractor arranges finances through second parties, all agreements are through finance company and customer and shall have no responsibility on contractor. All financing is with approved credit. In the event that the customer is found to be not credit worthy, at any time through this agreement, it shall be the customers responsibility to secure funds to service all departments. Mr. ****** signed the document containing these terms and conditions on August 21, 2024.
  Ms. ***** ****** was asked several throughout our intake process, her service call, and when pulling the permit to verify her ownership of this property. She stated at all times she was indeed one of the homeowners, as well as provided homeowner authorization via signature. This is the first we are hearing this information.

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22436908
  
  I am rejecting this response because:

  I never once said my self or ****** ****** was the home owners you guys knew all along is was my soon to be husband and his daughter that was the home owner. 
  

  you guys are trying to get out of taking responsibility for not doing your part. I have a faulty ac unit installed. Your employees getting high on our property along with I have a service plan for filters never even received them. This is not the first time you guys have done this. This is a normal thing after digging deeper. I dont care I have an attorney for this matter and we will see you in court . 

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

• Initial Complaint

  Date:06/12/2024

  Type:Billing 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.

  they took out A HVAC loan in my name and using FPL Home to automatically charge my account I just want them to drop the loan I canceled everything this happened on June 7th 2024 around 11 00 am in a email I am disabled and they are taking advantage if that the place is our air and ac in *******

  Business Response

  Date: 08/08/2024

  The enclosed complaint was already resolved. The issue outlined by **************** was a result of FPL pushing his payment through, despite us handling the cancellation on our end. We also never submitted a completion form to FPL, which is document required by FPL upon completion of the work to receive subsequent payment. FPL made an error with attempting to collect payment from the customer. This error was caught and the customer was never charged. We communicated all of this with the customer.  

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/02/2022

  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.

  I had an AC system installed in April 2022. A piece of the unit fell off as it was taped on, this unit cost $7000. This company has done shady things to me. First I'm told my AC is going to stop running, I felt pushed to buy new system. Two months after install, I get a call from Our Place Air informing me they need to come to my home and take back the unit they installed because they had the wrong serial number for a certificate of warranty they were trying to get. Why would they try to get my warranty certificate?? I was reluctant because this did not sound right. They then told me the installers delivered wrong unit to me. I finally allowed them to exchange unit due to serial number but they installed a smaller unit. Smaller than original and smaller than their first install. It does not work the same, and was making a rattling sound and now it's falling apart, it's 6 mos old. I called when the piece fell off and told them installers used tape for a part that weighs like 10 lbs. I do not trust these people; I asked for someone to come here and handle this, I was told someone would come out and no one came. I am an older woman and know I was taken advantage of. I believe I paid for original unit, they swapped it with a unit of less value that is now falling apart, I am mortified. I need help, I do not know where to go with this. I can provide documents once I get them scanned. I want these people to deliver, they mislead me and now I'm stuck with this situation, this is the last straw. I didn't report them when they wanted to remove the unit I paid for but this, it is too much.

  Business Response

  Date: 01/04/2023

  Consumer Response /* (2000, 6, 2022/12/02) */ Our Place Air finally came out today, 12/2/2022, and attached the piece with brackets. I was informed that the piece fell off because tape was used and could not hold the weight of the filter case.