Complaints

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

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Express Air Conditioning & Heating, Inc. has 2 locations, listed below.

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  Express Air Conditioning & Heating, Inc.

  2796 Helen St Pensacola, FL 32504-7307

  
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  Express Air Conditioning & Heating, Inc.

  PO Box 10486 Pensacola, FL 32524-0486

  

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:10/12/2023

  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 8/30/22, I purchased two Express A/C and Heating Inc. Comfort Club contracts for my rental properties at 3175A and ***** ***** ***** Dr., PCola. Each contract cost $139 and included two preventative maintenance inspections for each unit during the 12 month contract term. For unit 3175A, after several attempts, I was able to schedule the 1st service (furnace) on 12/21/22. When I called in the spring to schedule the 2nd service (a/c), I was told Express Air would schedule directly with the tenant once the 'weather had changed'. In early Aug of 23', after realizing the 2nd service had not been completed, I contacted Express Air and was told they were too busy handing customers without working a/c to service maintenance issues under the Comfort Club contract. My husband then called and spoke to Laura Allen, Operations Mgr, about refunding us for the 2nd service. After several more calls to Express Air, Laura said the owner had agreed to the refund of $69.50 and would send a check. On 9/19/23, Laura said a check had been mailed the previous Fri. He spoke with Laura again on 9/28/23 inquiring about the check and she again said she would check on it and get back to us, which she didn't. To date, we have not received a check. Over the phone, Laura has always feigned disbelief that a check had not been send; would look in to it and get back but never would.
  For unit, 3021C, the 1st Comfort Care Service was performed on 2/1/23 and the 2nd service has not yet been performed. In phone inquiries to Express Air in Aug 23', I was told they were not scheduling Comfort Care services as they were only servicing customers without working a/c units. On 9/19/23, my husband spoke with Laura Allen and told her we wanted a refund for #2 service at 3021C ($69.50) as the service had not been performed per the contract. As a follow up, my husband sent Laura Allen an email to verify the conversation. In her response, Laura said she had recorded the conversation - which she had not disclosed to my husband, and said she had to receive permission for the refund from the owner. On 10/4/23, my husband called again, spoke with Laura who said the owner had approved a refund for both units and that she had personally dropped a check for $139 in the mail on or about 10/2/23. As of 10/11/23, we have not received a check. Express Air has not complied with the terms of our contract and we are asking for a refund of $69.50 for each contract for a total sum of $139.