Complaints

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

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  American Air, Plumbing, and Electrical

  2874 Sanford Ave Sanford, FL 32773

  
• 

  American Air, Plumbing, and Electrical

  1552 Ridgely St Baltimore, MD 21230-2013

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please See Attachment

  Business Response

  Date: 04/29/2025

  This was resolved as of April 12, 2025.  We replaced the customer's condenser with outlet for pump.  

  Customer Answer

  Date: 04/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are aware of the issue as I put it on a ****** review as well. They said they would fix, but still haven't. I warned them that if they didn't, I'd file with BBB, so here we are. Besides all of the other things they have done, they talked me into an upgrade to a softwater /filter system. They never fully installed it. The date of install was Jan 31, 2025. They have plastic bags on the top of it since they didn't fully install. Told me it would be done in a week. On Feb ********************************************************** into getting a new HVAC (and flirt with my daughter), They were told that day and the day before that I am still waiting on them to finish the softwater/filter system and it's still got plastic bags on it, and was told again it would be done in a few days. On March 4 I put up a ****** review about this experience, got a message but when I called back before 5pm, they didn't have time to speak with me apparently. Here we are 03/14/2025 6 weeks after "install" and still nothing but plastic bags.

  Business Response

  Date: 03/17/2025

  We got in contact with the customer and informed that cover is already on order.  

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23066543
  
  I am rejecting this response because:

  It has been months. You have not told me that its on order except when you first came in January. I will reject until this is completely installed.

  Lets hope it never breaks bc it will take an act of God to get them to fix it apparently.
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 03/17/2025

  They sent ********* today and the covers are now on so we can close this. Thanks

  Business Response

  Date: 03/18/2025

  Providing an update... the water softener covers has been installed. 

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested service for my system not cooling. They sent out a tech who stated it needed to be cleaned and would do it for $371.00. After cleaning it the system failed again within six hours. A second company came out who properly diagnosed the system and stated the issue I was told by American air and heat was not the actual problem. I needed a new motor and not a cleaning. After the second company replaced the motor the system worked fine. I called American Air and heat several times and was told I would hear back within days. No one ever called me after numerous phone calls.

  Business Response

  Date: 12/19/2024

  I spoke to the customer and the problem is resolved.  As per customer's request, we issued back a refund of $371.00. Customer is satisfy with the resolution.  

  Customer Answer

  Date: 12/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:10/22/2024

  Type:Customer Service 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 invested $20,000 into a new AC unit for my home and it failed not 4 months from the installation. Now the company is gutting the new system and replacing parts creating some Frankenstein type unit I am confident will fail. There has been consistent failures of equipment installed or inspected by this company dating back to 2023. These people are liars and should be audited for their ongoing failures. One of the install/repair technicians informed me that there was a push to get these particular units installed before next year. I fear this faulty equipment is related to this. I paid for reassurance and the company failed me. I have been in this home less than 6yrs and the only issues I have had have been related to American Air and Heat equipment. There must be some type of compensation for the failures.

  Business Response

  Date: 12/04/2024

  Customer has 2 units
  Installers installed DOWNSTAIRS unit on 6/17/2020 with out any issues.
  Installers went back out on 6/24/20 to install EAC only
  Service went out to service DOWNSTAIRS unit we installed on 7/18/2023 (over 3 years later. No Maintenance scheduled)
  On 7/28/2023 installers went out to reline the platform and collected
  On 8/4/2023 customer  was rescheduled due to the customer being busy
  Service went out to do maintenance on the up stair unit (we did not install)
  performed maintenance and found drain line to be clogged on that unit.
  That same day Service Tech was sent out on a call back/service call
  Found bad float switch on UPSTAIRS unit (we did not install)
  On 6/12/2024 Service Tech went out to do maintenance on DOWNSTAIRS unit we installed and UPSTAIRS unit
  THIS IS THE FIRST ACTUAL MAINTENANCE ON THIS UNIT SINCE BEING INSTALLED 4 YEARS BEFORE
  Only issues listed were capacitor and contactor to be out of spec
  Installers performed install on 6/20/2024 with no issues
  One of our best install crews was on this job with one of the lowest call back rates and failed inspections.
  Service Tech went out the following day on 6/21/2024 to install a UV light
  On 10/18/2024 Service Tech went out and found UPSTAIRS unit had bad terminals. To be on the safe side and do a customer a favor, He recommended replacing most of the refrigerant cycle to be safe
  On 10/22/2024 Service replaced recommended parts at $0
  None of the above seems to be out of the norm from an install that is not regularly maintained. This is not from an inferior install or shortcomings of the installers, but is from a lack of maintaining units that is required to hold a warranty status per manufacturers as well as a faulty part that is in relative terms; common. We have maintained proper communication with the customer and accommodated and addressed their concerns.  

  Customer Answer

  Date: 12/04/2024

   
  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:09/30/2024

  Type:Sales and Advertising 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 the company out for routine maintenance on my AC unit. The technician came out and checked the system and said everything looked ok but wanted to run another diagnostic that he stated he had to come back for the next day. He comes back the next day to run the test. After awhile he says there is a Freon leak in my TXV valve and it needs to be replaced. He goes out to his truck to generate a quote to replace the part (which is under parts warranty) and returns saying the valve has now completely malfunctioned and my AC which was working fine when he got there is no longer working AT ALL. I speak to the manager over the phone and he says the diagnostic caused the part to fail and its a rare thing. After research I find this is not the case at all. The company says it will take 5-7 days for the new part to come in and it will cost an unbelievable $1,500 to replace (they offer me a 10% discount). They then provide 3 room ac units to cool a ***** sqft home with a hurricane coming and a 10 month old infant. I called another company and the next morning they were at my home with part in hand and repaired my unit, $430 labor. This technician stated that the other tech from American had broken the copper line to the valve and caused the problem and that the test he ran should never cause that part to malfunction. This company came out, broke my working AC system, lied about it, attempted to price gauge me and expected me to wait a week to fix my system THAT THEY BROKE IN THE FIRST PLACE. Incredibly shady and dishonest business practices. The manager told me he would call me the next day to discuss when the part would be in, 5 days passed and NOTHING. I called and he said he would call me back in 10 minutes and never did.

  Business Response

  Date: 09/30/2024

  We spoke to the customer and are in the process of issuing the customer a refund.  

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against American Air, Plumbing, and Electrical regarding their failure to replace a ** kit that was broken and discarded by their installation team when they installed a new ** unit two years ago. Despite multiple assurances that the ** kit would be replaced, we have not received any follow-up or resolution.Two years ago, the installation team from American Air, Plumbing, and Electrical installed a new ** unit in my home. During the process, they broke and discarded the ** kit we had in the previous system, despite the fact that we had specifically discussed keeping it for the new unit. After the installation, we immediately raised this issue with the company, and their management assured us that they would replace the ** kit. However, over the past two years, despite repeated follow-up attempts, no action has been taken. We have contacted the company multiple times, including during routine maintenance visits, and each time we were told that the matter would be escalated to management, but no one ever followed up. Recently, Ive been experiencing worsening allergy symptoms, and both I and my cats have had frequent asthma attacks. A recent maintenance technician visit revealed that biological growth, possibly mold, is present in the ** unit, which can only be effectively addressed by installing a ** kit.The technician also noted that the previous employees who had promised the replacement are no longer with the company, but assured us that the current manager would address the issue. However, once again, we have not received any follow-up.Resolution Requested:I am requesting that American Air, Plumbing, and Electrical fulfill their original promise and replace the ** kit that was broken during installation. The ongoing health concerns along with the fact that this issue has been unresolved. We need prompt action to correct this situation and ensure the proper functioning of the ** unit for the remainder of its lifespan.

  Business Response

  Date: 09/26/2024

  We contacted the customer and have an appointment scheduled for Saturday September 28th from 9am thru 12pm to handle and address customers concerns.  

  Customer Answer

  Date: 10/06/2024

  Our issue was resolved successfully thanks to the manager we worked with *****. We were able to get a good discount due to the struggle we have been through getting a replacement.

• Initial Complaint

  Date:06/17/2024

  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.

  On Thursday June 13th, 2024 technician's from this company came out and installed a new AC unit amounting in $13,000 that has not been received yet, since then we have dealt with the following issues:1.) They said they would deduct the fee in which it takes to come out from the final cost, which was not done.2.) When the gentleman came out to install the new AC Unit, the water stopped working. There is currently no water in the home.3.) When trying to call to book an emergency appointment and have someone come back out to fix the issue that was caused by the company, they concluded this was not an emergency (no running water to the home), and said they will send someone out Monday. Resulting in all tenants of the home having to relocate, accruing hotel and relocation fees costing almost $1,000. Receipts can be provided to corroborate. 4.) Come this Monday, they sent someone else out, not the original technician that caused the issue, who could not figure out the issue and tried to say it was mere coincidence that the water stopped running once the new AC Unit was put in. Which is not the case. He (the new technician that came out) then said he will get in touch with the original technician that came out. Which is something we were told would happen on Friday.5.) We have told the company we no longer want to new unit due to the issues at hand, we now may need expensive plumbing work for an issue they caused and have failed it fix. We have had no running water for 4 days and have to continue paying relocation fees for all tenants in the home. We would like this situation resolved. Desired outcome at this point is for someone to come out and take the unit they put in back, and fix the water issue they caused.Attached are SOME of the hotel receipts. Call logs that have been left with their answering service can be provided as well if required.

  Business Response

  Date: 08/22/2024

  Business

  Most Recent Message

  Date Sent: 8/22/2024 10:05:21 AM
  

  Good afternoon,
  We have been in communication with this customer regarding an issue they experienced after installation. They reported that their water pump failed, attributing the problem to our installation. However, plumbers and electricians have determined that the issue is unrelated to our work. Despite this, we have been working with the customer to address their concerns. We have a recorded phones call where the customer expressed satisfaction with the system and confirmed that everything was functioning properly. Subsequently, they requested the removal of the system under our 100% satisfaction guarantee.
  We scheduled a meeting with the homeowner to discuss the situation and arrived at the agreed time, but there was no response to my calls or visits. After eventually reconnecting with them, we arranged another call, but once again, we received no answer on the scheduled day. A few days later, they sent a text requesting the removal of the system.
  

  We have since scheduled the complete refund ($12,331.68) and removal as requested and are currently awaiting confirmation from the customer. 

• Initial Complaint

  Date:12/13/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 14, 2023 Tech Jesus M****** came out to diagnose why my A/C stopped cooling. He diagnosed the problem, I agreed to ordering the part thru them and scheduling an appt for the repair. In addition to this, he sold me on a 1 year preventative maintenance plan that would include 2 visits and up to 10% off parts. I ended up calling ***** A/C who quoted me $400 less than what AAH quoted me to repair my broken A/C. I then called AAH to cancel my repair request, which they did cancel. After my A/C was repaired by *****, I called AAH to schedule my first maintenance appt for Dec 8 12-3pm arrival window. At 1:30 on 12/8, Sonia calls to tell me they won't be coming because I had the repair in May done by another company. I requested a full refund for the maint plan. She said she'd escalate and I was to await a call back. No callback occurred. I called again 12/13 & Michelle says they're refunding me $79.60. On a $180 maintenance plan. I never used the maintenance plan. Whatever Jesus did on May 14 should have been included in what I paid on 5/14 for the visit ($363.60), and NOT part of a future maintenance plan. I also am complaining that everything with them is digital. I have no itemized receipt from 5/14. And when I click the link from AAH on 5/14 of course the link is expired. I want a FULL REFUND for the maint plan they never honored. Not just $79.60. And I want a choice of how I receive said refund. I want it in a paper check, not to my credit card I used at time of transaction. Michelle gave me no choice when she tells me on 12/13 they've issued a refund for $79.60. Not enough and I want to determine how I receive said refund. If I had supporting documents to attach, I would, but they don't offer, not even an invoice via email.

  Business Response

  Date: 12/15/2023

  Upon us receiving this complaint and reading about the less than happy experience, we called Mrs. *******. An experience like that is the opposite of what our goal is, we are terribly sorry for the inconvenience and any burden we caused but happy that we were able to quickly and accurately diagnose and repair your HVAC unit. An additional refund to the amount requested has been completed and is in the mail. Thank you for allowing us the opportunity to make this right! We look forward to exceeding your expectations in the future.  

  Respectfully, 

  Customer Answer

  Date: 12/18/2023

  
  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. I am very pleased with the speedy response from American Air and Heat. I intend to use their service again because of their attention to my complaint.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/09/2022

  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.

  On December 8,2022 my AC unit started blowing hot air I did a internet search and find American air & heat they had very good reviews the receptionist was very nice and she told me that a service call would be $90 and she could have someone I today which I thought was very good because it was a emergency situation. My house was very hot The service technician arrived at 2:33 He immediately started talk about my electric vehicle 21 questions what kind of work do you do, very unprofessional.He arrived at 2:33 and departed at 3:40. The majority of the time he was here spent it talking to me. He wanted know how long in the military what did I do after military . It got really annoying, but I was trying to be nice to him .He finally told me that there was a part that I need. He came back with two plug-in canisters in his hand and said you only need one that was the problem.Wow you can plug them in and you charge me $600 for that .I think their fees were really excessive because I've never paid that much to repair my air conditioner and he only worked less than hour and most of the time he was talking to me so he didn't any tools very suspect believe that he didn't do any work at he went stray to the plug-in parts. I think he knew exactly what was wrong he didn't even have run diagnostic on my AC unit and because I didn't know how to fix it he over charged me. There's no way you can justify doing anything worth that price do . I think this is really unfair and they took a vantage of me. I tried to contact the company and let them know about this issue, but the supervisor kept being in a meeting and would not turn return my call my solution is they give me at least haft my money because I feel like this technician took a vantage of me and he did not do that much work. I'm United State Army Veteran and this is the way you treat veterans ,He new I real need my AC repair most companies

  Business Response

  Date: 12/29/2022

  Hello, We have been in contact with Mr. ****** and have agreed to have another contractor quote the repairs we've already completed. If the other contractor is less costly, we will match their price. This matter should be satisfied and closed once client let's us know more.
  Thank you.

  Business Response

  Date: 02/11/2023

  Mr. *******

       We are so sorry to hear you did not agree with our Pricing for your repair and your technicians communication levels. While our pricing might seem high, we were able to have your system cooling 1.5 hours after you called in with a request for service, your repair was protected with a 1 year warranty and your technician evaluated and inspected over 32 items on your system to confirm our diagnosis and repair.

  None the less, we always strive for clients to be satisfied and happy with the value they receive and we hate that we fell short for you there. In effort to show our desire to satisfy your concern, as well as to honor your service to our country as a veteran, we processed a 100% refund for all your repair we provided. This refund was processed 2/2/23.

  We sincerely hope these actions satisfy your concerns. 

  Customer Answer

  Date: 02/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/15/2022

  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.

  American Air and Heat sold me a new AC system in 2018 and installed it. The installation included upgrades for a UV light and coated/dipped evaporator ( inside air handler). Since the installation, American Air and Heat has replaced the evaporator three times for leak issues. My warranty expires next year and the evaporator replacement cost is >$1000. The most recent replacement occurred last month. But the replaced the evaporator with a non- coated version. I have asked for them to replace the one I have with the correct one and was told they would get back to me with an update on when they could get it, but recent calls and voicemails have not been returned. I would like the following to resolve this: 1.) Find out why these evaporators keep failing and/or replace the entire AC system with an upgraded version. 2.) use the correct parts when installing. 3.) extend my warranty to 10 years.

  Business Response

  Date: 02/02/2023

  I have attached the recorded call with Mr. ******* (client who filed complaint) and the matter has been resolved. Also attached is a screen capture to validate that Mr. ******* continued to choose our company to service his AC. I hope this shows some good faith in restoring our fairly clean history with BBB. I look forward to hearing back.

  Customer Answer

  Date: 02/03/2023

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