Complaints

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

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  All Star Heating & Cooling, Inc.

  6141 Siesta Ln Port Richey, FL 34668-6772

  
• 

  All Star Heating & Cooling Inc

  3860 NE 40th Pl STE A Ocala, FL 34479-2201

• 

  All Star Heating & Cooling Inc

  3860 NE 40th Pl STE A Ocala, FL 34479-2201

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:09/19/2024

  Type:Order 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 October of 2023 a technician from All Star Heating and Cooling came out to check the heating unit of our new Lennox 2-ton air conditioner, s/n 1522K36647, to be sure it was working. When he turned on the heat a wad of duct tape left on the heating element caught fire. Black smoke came out of the a/c vents filling our house with smoke and setting off the smoke alarms. The technician blew out the flames. He took pictures and noted what happened in his report. The technician left and we called **************** to clean and deodorize the vents. My husband and I repainted the ceilings in the kitchen and living room. I cleaned off the black soot that covered EVERYTHING. Servpro sent the $600 invoice to All Star to be paid. All Star claims the tape was left there during manufacturing and isnt their responsibility. Lennox consumer affairs ***** case number *******, says its not their responsibility and sent me back to All Star who wont keeps repeating its not their problem. SOMEONE is responsible but Ive paid the $600 out of pocket. I believe were entitled to reimbursement from SOMEBODY.

  

  Business Response

  Date: 09/24/2024

  We have spoken to this customer about this issue in the past and feel there is nothing more we can do. We will not issue a refund to cover another contractors fees. Especially when we offer the same services. There is nothing further we can do in regards to this complaint. Of the customer would like to further discuss or provide information I can be reached at ***************************************. Thanks for your time and understanding in this matter.

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22308620
  
  I am rejecting this response because:

  this is part of the problem. She repeats one sentence about it not being their problem and to call ******. ****** says its not their responsibility but that of the dealer. I cant believe our new $8,000 air conditioner caught fire and no one will accept responsibility! All I know is it was in no way OUR fault yet we are stuck paying the bill!
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 09/25/2024

  We have responded to this complaint and have nothing further to add at this time. There is nothing further we can do in regards to this matter. Further information can be sent to ***************************************.

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22308620
  
  I am rejecting this response because:

   Im right back where I started. Just plain common decency and good business practices should guide your decision. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/08/2024

  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.

  At the beginning of April 2024 I contacted All Star Heating & Cooling company to send someone out to do maintenance and a tuneup on a new ** that they installed back in 2023. When scheduling the appointment, I did address on the phone that I had an issue and I was advised to speak to the technician when they arrive about the issue. My husband told the technician after his inspection when he came down that there is a spot on the ceiling, if he can take a look because the spot is located right where our air handler is in the attic. The technician reassured him that there was no problem and that hes not sure where the spot came from because the ** is fine. Then a few weeks later, the spot has grown bigger and theres multiple spots in one huge wet spot at first the ceiling was just caved in and the roof was damp. But then Friday evening of last week water came pouring out of the Ceiling Through that wet spot. As the spot was growing throughout the weeks, I got in contact with my insurance company and insurance adjuster came out to take a look. A roofing company came out to take a look, and everyone said that there is no damage to my roof to cause the wet spots. so I then contacted the ** company 31 days after the technician was there to come back and check again and they refused to waive the service fee for sending somebody out. And I said that Im sorry I will not be paying the service fee if we just had a technician out. But they refused. I asked to speak to a manager and the lady on the phone said she was a manager and then I said are you the manager of the company and she said well no that persons not here and I said OK well leave a message for them to contact me about the service fee. I didnt hear from anybody until Monday morning and my family had to go with no ** because the only way to stop water from pouring through the roof into the house was to have the ** off so my family and my daughters suffered the entire weekend in a 85 + house. Monday morning the company called and it was the manager actually this time and he said that he would give us a discounted service fee since we have been customers and since someone was just recently out. I stated that I didnt want to pay at all because we addressed the situation with the technician and the technician lied on their report and said that everything was fine when clearly something was wrong and we were told to address the technician with any issues we had and when we did, they didnt relay the issues in their invoice paperwork and reassured us that there was no problem and that everything was fine . So we took their word because we have been in business with this company for over a year now and weve never had a bad experience. We trusted the technicians word. The boss said that on the invoice, the technician checked the drain line and it was perfectly fine but I reassured him that there is an issue and he said if we paid the discounted fee, he will send someone out that day so I agreed that we would pay $99 service fee. when the technician got there later that evening, he stated that there was multiple things that have gone wrong to cause the issue. First the drain line was clogged and there was no water going through and that shouldve been checked at the initial maintenance inspection. Remind you the manager said that the maintenance guy that came previously stated on the invoice that the drain line was perfectly fine and clear but yet this guy is saying that it was clogged, causing water to leak from the drain line, but the water had nowhere to go because the maintenance did not put the drip pan under the ** handler where water is supposed to be caught. He said the drip pan had to be moved to the correct spot. So not only was the drain line clogged and not clear like stated on the previous l invoice, The drip pan wasnt even in place to catch any water that would be dripping out then there was multiple other things as well. That was all stated on the invoice. I then proceeded to call the company today, two days after the last technician came out, and told them that everything has been working perfectly fine. No water has been dripping and now I am concerned about when they will begin the repairs to my ceiling. I was told by the person who answered the phone that she would file the claim to a manager and call me back. I receive a call about 15 to 30 minutes later by the same lady on the phone stating they will not be doing any repairs because they are not a drywall company and it was the drain line and they state they dont cover warranty with drain lines. I reminded her that on the invoice it was more than just the drain line. That was the issue, even though on the last invoice report, they said the drain line was clear when it clearly was not and she said oh well they are not covering the repairs. I want my ceiling repaired immediately. this review is just the FIRST step in getting that done. trust me I will take this as far as i need to.

  

  Business Response

  Date: 05/08/2024

  Thank you for providing feedback. As discussed with the customer by telephone.

  We installed the equipment over a year ago and have had no drain related issues. We connected to existing drain system. We did not install the drain line. We offered same day service to the customer but they refused to pay and choose to wait until the next week to schedule. We could have went out same day but they refused, possibly causing further damage to property. Customer did not renew maintenance membership on last visit and had not reported any issues with the service for 30 days. We discounted the service fee and sent a tech out Monday after we spoke. We do not warranty drain lines as stated on all of our invoices. The system operated without any drain related issues all summer last year. After install everything was working properly, we pulled all required permits and our work passed the county inspection We are here anytime the customer needs us for AC service but we do not, and are unable to, provide services outside of that scope. 

  we appreciate the feedback but we are unable to provide any further assistance. The customer may take any action that they deem necessary.

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21683930
  
  I am rejecting this response because:

  Not sure what installing the system last year has anything to do with the situation.

  The reason it took 30 days is because I had to schedule for 3 different companies to inspect the spot on my ceiling that was growing and wait to hear what they all said the cause was. Everyone said the cause was related to the ** so we turned our ** off and contacted your company to come back out and inspect the shotty job the lazy technician did. Your technician came to my house at the beginning of April and put on the invoice that the drain line was clear when it was NOT clear at all so therefore your technician didnt check the drain line at all. So since your technician lies on documents and doesnt preform the checks they are suppose to I will assume your company overall are full of liars.
  Repairing my ceiling is out of your scope? Well then provide money compensation to get my ceiling repaired! 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/16/2024

  I believe this complaint has been resolved to the customers satisfaction. I sent out a local drywall company to repair ceiling. Repair was completed on Tuesday 5/14/2024.

  Customer Answer

  Date: 05/23/2024

   
  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:09/01/2022

  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 purchased a house on 7/15/22 and thought it would be a good idea to have the ** system serviced. I decided to call All Star as they were the company that installed the unit 4 years earlier and apparently serviced it for previous owners. They came to service the unit on 7/22/22 and provided an estimate for duct cleaning. While performing the service, a very concerned technician informed me that he had found "growth" in the coils and fan blades. He even showed me what he called "very concerning" pictures of the growth. . Since I am new to ******* he played on my fears that it might be mold and managed to con me into buying a ** system. Total paid $3,755.00 which included: ************* 3 step process of drain line, ** system, Duct cleaning and Annual membership. On 7/25/22 All Star sent 2 technicians to clean the ducts. The machine being used was filthy and omitting a terrible odor, tech said "last house cleaned must've had dogs", I asked to see the bag, bag was full and odor was terrible. He said "don't worry, we'll spray something nice when we're done", this was simply unacceptable to me. I asked them to stop and leave my home. I called customer service and requested a refund for the duct cleaning, not impressed with their service I also cancelled my annual membership and requested they come and take their $250 ** light "Not system" out of my house and only be charge for services rendered. They refused to remove the ** light and only refunded $2239 of the $3755. Therefore ** light, drain clean and service call came in at a cost of $1516. On 8/20/22 my ** system stopped working, I called a different company for service. Tech found the reason for system failure was a clogged drain line and once cleaned all was well again, He could not believe the unit had just been service and cleaned a month prior. According to the All Star tech he cleaned the lines, fan and coils yet everything had to be done again as the amount of dirt and gunk was very clear to see.

  

  Business Response

  Date: 09/06/2022

  We have already issued refunds and worked with this customer as much as we can to resolve. We apologize that the customer is still unhappy. We are unable to provide any further refunds. I made the customer aware that we were unable to provide any further refunds prior to this BBB complaint.

  Customer Answer

  Date: 09/11/2022

   
  Complaint: 17906665
  
  I am rejecting this response because: 
  Complaint: 17906665
  
  I am rejecting this response because: I was given a refund for duct cleaning which was not performed, the 3 step cleaning process which was not done correctly and the yearly service contract which I canceled once I found All Star Heating and Cooling be a sham. All Star still kept $1516.00 for the *** system" which is nothing more than a UV light and for the supposed service and cleaning of my AC unit which broke 4 weeks after they serviced. My invoice clearly states: Drained float switch, vacuumed and flushed line, yet this is what caused my unit to stop working on 8/22/22. I have attached picture of what the technician from another company found when they came to repair it.  

  All Star says they tried to work with me and make things right, I never even received a call from them to apologize for terrible service they provided. I only received emails saying little more than "no further adjustments will be made". They brought a smelly, dirty machine into my home and all they had to say was "last job must've had dogs", they claim they cleaned my AC unit, yet it stopped working due to dirt only a month later.  Absolutely unacceptable way to conduct business. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/12/2022

  We have worked with this customer as much as possible on this complaint. We have nothing further to add. We appreciate the feedback

• Initial Complaint

  Date:08/25/2022

  Type:Product 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 wish I could give zero stars!!!! I purchased a unit from this company about 2 years ago. The unit is serviced every 6 months. Let's fast forward to 7/12/2022. This company came out and completed the 6 months maintenance for the ac unit. Then on 8/19/2022, they had to be called out because my unit completely stopped working. The technician came and cleaned the drains. On 8/21/2022, the air went out again. When I called I had to wait the next business day and learned that there would be another fee. I cancelled my membership with them and no longer wanted their services. Keep in mind, I was charged for the maintenance on 7/12 and also the service fees on 8/19. It cost me over 200 dollars just for them to come out to check the ac unit. Fast forward to 8/22. I came home and took a video and pictures of the unit to see if I saw anything out of the ordinary. Remind you, I know absolutely NOTHING about an ac unit. Well to my surprise, within 5 minutes, I noticed that the panhandle was full of water. When I looked on the left side of the ac there was mole and the Sheetrock connected to the ac unit was moist and it looks as if it is about to cave in. I noticed the drywall had started changing colors when I called for the maintenance but since the supposed to be EXPERTS didn't say anything about it, I assumed it was ok. I am really frustrated because I paid all of this money to a company who specializes in air conditioning and could not find the problem causing my unit to go out. However I took pictures of the unit and identified the problem immediately. There is absolutely NO WAY this could've happened within 2 days or even a month! I am requesting a full refund there is no way this should have went unnoticed.

  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/25) */ We installed the unit 04/29/2020 and the last maintenance we performed was on 11/23/2020. Customer claims she has had another contractor serving unit since out last visit. Our office has been in contact with this customer regarding this complaint and we have already issued a refund for the contract. This was at the customers request. We offered to send another tech out and waive our dispatch fee. She declined and requested that we refund her contract. Customer had stated that she did not want us to service her unit any longer. After refunding the contract we informed the customer that we are no longer willing to service her property. No further refunds will be issued. Consumer Response /* (3000, 7, 2022/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) You keep stating when you installed the unit and that since I didn't use this company I didn't have my ac unit serviced. I have documentation to prove that my ac was serviced every 6 months. But that does not take away from the technicians being incompetent. Two technicians and neither saw the problem with the ac unit??!! Now let's talk about the services, maintenance on 7/12/22 and 8/19/22 draining the drain line Does that include the service of the condensate line being flushed or cleaned? If so, it wasn't nor was I notified that it was a problem. I don't understand how you all are still in business. Also, please be truthful about why you put me on your Do Not Service List, you stated in an email that it was due to my negative review. Please allow me to upload the email to refresh your memory and also a receipt to show that your technicians are again incompetent. Yes you did install the unit. Per the technicians notes, the unit was INSTALLED with a double trap. One had to be taken out because the drain wasn't draining properly!!!! And guess what they have a 30 day drain flush warranty. Your company should be held liable for the draining issue. The double traps INSTALLED by your company CAUSES DRAINING ISSUES!! Consumer Response /* (3000, 9, 2022/08/26) */ ***Document Attached*** 2 or 3 days after the ALL STAR COOLING Technician left my home. The new technician came out from a well known company. The exceptional reviews! Per the new technician, this is the primary float switch it is supposed to be in a deep cleaned position not like this which is inclined and not allowing system to shut off before it leaks water into the emergency pan underneath the unit. This is the reasoning for the water seeping into my ceiling. But I am held liable for their mistakes. Unacceptable! I knew something wasn't right because my unit has a trip switch. There is no way water should've EVER reached the panhandle pan!! In my 4 years of owning the home, this has never happened because the unit would always automatically cut itself off prior to this happening! Business Response /* (4000, 11, 2022/08/26) */ We have already responded to this complaint and have nothing further to add. There will be no further refunds issued and are happy to hear that she found another AC company to service her home. Best wishes