ComplaintsforAir Now

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We returned from a trip to find our air conditioning not working. It had gone out 2 weeks prior and they got it going. Since I was on a work trip we couldn't get any work done for the 3 weeks we were away. We have a "membership" that was supposed to cover service calls without a fee but they charged us $99 for the first visit. We called and set up a service call as soon as we got back in town. The technician came on Saturday, charged us another $99. He barely opened the unit and said he couldn't get it going and nothing could be done before Monday. My husband is 70 years old with sleep apnea and a bad back which will require surgery. It was impossible for us to stay in the house so we had to go to a hotel. Our neighbors recommended their AC company and called them for us. The owner came out Sunday morning and put a temporary motor on the blower and got the system working right away. We would like both $99 service fees and the cost of our "membership" back.

  

  Business response

  07/02/2024

  Dear *****************************,
  
  Thank you for bringing your concerns to my attention. I deeply regret the inconvenience you have faced with your air conditioning system and any distress caused by our services. At AirNow, we are committed to providing the best possible service and ensuring our customers' comfort and satisfaction.
  
  I understand from your complaint that you returned from a trip to find your air conditioning not working and experienced significant discomfort as a result. I sincerely apologize for the inconvenience and any stress this caused, especially considering your husband's health conditions.
  
  To summarize:
  
  On January 6, 2024: Our technician found the breaker tripped and identified that the evaporator coil and blower wheel were filled with mildew and dirt. Despite recommending a thorough cleaning, which would have improved system efficiency and potentially prevented further issues, the repair was declined.
  On January 8, 2024: A field supervisor was sent to discuss options for replacing the system due to the cost of repairs versus the age of the existing unit.
  On May 30, 2024: The blower motor was diagnosed as not working properly, and the system was again found to be inefficient due to mildew and dirt. Repairs were again declined.
  On June 15, 2024: The blower motor and wheel were found to need replacement. The system had stopped running completely. Repairs were declined, and you mentioned you would call on Monday to decide on further action.
  
  I have attached photos taken during each visit for consideration.
  
  To resolve this matter, I would like to offer the following:
  
  Refund: I will refund both $99 service fees charged during the recent visits.
  Membership Fee Reimbursement: We will refund the cost of your membership for the entire year.
  As a gesture of goodwill, we would like to honor your membership for the remainder of the year at no cost to you, which will save you substantially should your neighbors ac companys temporary fix fail.
  I hope these measures demonstrate My commitment to your satisfaction and address your concerns fairly. Please contact our customer service department at ************* to discuss the details and arrange the necessary refunds and free membership extension.
  We value your feedback and appreciate the opportunity to make things right. Thank you for allowing us the chance to resolve this matter.
  
  Sincerely,
  
  Don L.
  Owner
  AirNow

  Customer response

  07/11/2024

   
  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,
  
  ***************************** Iii

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June 2021 we installed a new AC-Unit for $ 10,084.00; in May of 2023, we had problems with the AC-unit and called Air Now to find the cause. They claimed we would need a valve for around $ 1,000.00 to fix the problem. Since we did not believe this, since we had an almost brand new unit, we hired ABC to double-check, if this is necessary. They told us, it's not. We don't need a new valve, but we have small a leak in our system. They performed a leak search for $ 428.00 on May 19, 2023, but did not find anything at this time. A few days ago, the AC started not to function properly, so we called ABC to check it out. This time, on May 1, 2024, they told us the leak, which was not detectable last year, is in the evaporator coil, which was not detectable at this time. The part is still under warranty, labor cost is not, which is $ 2,300.00. The unit is three years old!! We called Air Now several times on May 1st, 2024 to talk to a manager, since the warranty for the labor to repair the problem has expired. We wanted to know if they would cover the labor anyway, since the unit is only three years old and the problem started last year in May 2023, when labor was still under warranty. Although we explained the problem and needed to talk to someone in charge, we never heard back from them. They just refuse to talk to us. We think, Air Now sold us a substandard, underperforming, cheap system, which did not even hold up for 2 years, although they claimed at this time, that this is the best we can buy. This is certainly not an honest business practice. We are not experts in AC units, so we could not judge if they told us the truth when they said this would be the best we could buy, but we have to suffer now because of their dishonest sales practices. On the other hand, since we have this problem now, we are just waiting, what will break down next. Based on this experience, we changed the AC company to ABC, since we have zero trust in anything Air Now tells us. We hope you can help us get our money back for the repair.

  

  Business response

  05/20/2024

  Dear *****************,
  Thank you for reaching out to us and sharing your experience. We deeply regret the inconvenience you have faced with your air conditioning unit and any lapse in communication from our side. At AirNow, customer satisfaction is our highest priority, and we strive to resolve any issues promptly and fairly.
  We understand that in June 2021, you purchased a new AC unit from us. We regret that you experienced issues with the unit in May 2023, and we promptly responded to diagnose and propose a repair. Our team identified the issue and was prepared to make the repair under your labor warranty. However, we respect your decision to seek a second opinion from another company, **** which initially did not find any issues.
  Unfortunately, the issue reoccurred in May 2024, and *** identified a leak in the evaporator coil. We understand your frustration given the timing and the subsequent labor costs now that the labor warranty has expired.
  

  To address your concerns:
  1.We empathize with your situation and acknowledge the distress caused by the malfunction of a relatively new unit. We aim to ensure our customers receive reliable products and support.
  2.We were prepared to perform the necessary repairs at a substantially lower cost while your unit was still under labor warranty. The decision to seek a second opinion, while completely within your rights, unfortunately led to the issue being detected outside of the labor warranty period.
  3.To demonstrate our commitment to your satisfaction, we would like to offer the following at no cost to you:
  

  Extended Labor Warranty: We will extend your labor warranty by an additional nine years, making it ten years from the date of installation. This will prevent any additional cost on future repairs.
  Maintenance Plan Membership: We will also provide you with our maintenance plan membership for the same length of time as the extended labor warranty to keep you compliant with the parts and labor warranty requirements.
  We hope these measures assure you of our dedication to providing excellent service and support. Please contact our customer service department at ************* to discuss the details and arrange the necessary repairs and warranty extension.
  We value your feedback and appreciate the opportunity to make things right. Thank you for allowing us the chance to resolve this matter.
  

  
  

  Customer response

  05/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  see answer to your letter as pdf attachment and attached pictures

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

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AirNow did maintenance on my A/C unit on January 9, 2024 (I used them only because they gave me a "free" air conditioning maintenance contract when I paid then $4,000 to replace my attic ductwork in July). The technician, Jesse P, came for the first service and was here for well over two hours. Within 30 minutes Jesse told me I needed a new MFD Dual Capacitor for $195.00. I told him my A/C company I usually use for maintenance was here and did maintenance in July and found no problems. I asked him if the Dual Capacitor was broken. He said no, it was corroded. I could tell that he did not like that I spoke up like that and told him I wouldn’t have any repairs done. Jesse was here for well over two hours. At about l l/1 hours, I asked him if everything was OK because he’d been here longer than the other two maintenance companies I had used. When he left, he gave me an estimate for an additional $849 in additional parts I needed. I was astonished. The only repair he communicated verbally to me was the one for the MFD Dual Capacitor for $195, which became $221.30 in the written estimate he left with me. I also texted Jim, Customer Service at AirNow (************) and told him I felt taken advantage of as a 71 yr. old single woman. I also communicated with my cousin, Mike A, in Pensacola FL, who owns his own Air Conditioning Company who advised me NOT to get the repairs done. He texted me: “These companies are what I have to compete against. They offer free or very low prices to get a Selling Tech in the doors to work his magic.” It’s a black eye on the industry.” (continued on attached "Better Business Bureau.docx" uploaded file.

  

  Business response

  01/19/2024

  I hope this letter finds you well. We are writing in response to the complaint filed by Ms. ******* regarding the recent service visit conducted by AirNow on January 9, 2024. We take customer feedback seriously and strive to address any concerns promptly and professionally.
  Firstly, we would like to clarify that the service performed on January 9, 2024, was part of a free air conditioning maintenance inspection that was extended to Ms. ******* when she had previously engaged our services for ductwork replacement in July.
  It is essential to note that the primary purpose of this visit was preventative maintenance to ensure the long-term functionality, reliability, and safety of the HVAC system. During the inspection, Mr. P. identified a corroded start assembly and recommended its replacement for $567.30. Mr. P. also included an estimate to replace the faulty high voltage electric heat kit for $502.95. ************** quoted a significantly higher cost, ($1135.00) for repair, to “reconnect wires” than our estimate for replacement. We never compromise customer safety especially when it comes to high voltage electric.
  We understand that Ms. ******* expressed concerns and declined the recommended repair, which is entirely within her prerogative. We respect our customers' decisions and do not apply pressure to proceed with any repair or replacement.
  Regarding the issue with the heating unit that Ms. ******* experienced shortly after our visit, we take these allegations seriously. However, we would like to emphasize that our technicians are committed to the highest ethical standards, and any suggestion of tampering with equipment is not representative of our company's values.
  We would like to address Ms. *******'s request for reimbursement for the repair conducted by another service provider, ***********. While we respect her choice to seek a second opinion, we firmly believe that our technicians did not sabotage her heating system. We would appreciate the opportunity to inspect the heating unit to determine if there was any inadvertent damage or disconnect that may have occurred during our maintenance visit. We would also ask to review any invoice, supporting documents, and photos of the “repair” made by **************. That might show proof of said sabotage.
  We take pride in providing quality service to our customers and maintaining their trust. We are committed to resolving this matter amicably and would welcome the chance to further discuss the situation with Ms. ******* and the BBB to reach a satisfactory resolution.
  Please feel free to contact us at ************* or ***************@airnowtoday.com to coordinate any necessary steps for inspection and resolution. We value your assistance in this matter and thank you for your attention to it.
  I have attached photos showing the condition of the parts we recomended replacing.

  Customer response

  01/19/2024

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

  Customer response

  01/19/2024

  Clarification to Complaint #*******1.
  
  I have rejected their response because they are pandering.  As a 71 year old single woman, I stand no chance against deceitful companies like AirNow.  All consumers at the mercy of all companies like this.  I have experienced dishonesty with *********, who told me I needed a new A/C in my car, and I took it somewhere else and was told there was nothing wrong with my A/C.  I experienced it with another Air Conditioning company, **********, when they told me I needed a $600 ultraviolet light in my unit because I had mold.  I got a second opinion and there was no mold. 
  This is the state of our U.S. today and I am ashamed, but know I have no recourse, so I will never accept their response, but you can cancel it because you aren’t going to help me.  The BBB is funded by these companies. 
  Consumers are ripped off every minute of every day with no recourse.  Scams, upselling, lies, overcharging, the list goes on an on. 
  Their solution is to come and inspect my air conditioner again.  Do you really think I’m going to trust them to do this?  No, I am not.  So, I guess the BBB has a decision to make.  You cannot just give me two options, reject or accept their offer to come into my home again. 
  I am now ill over how this can happen in America.  I will take it to Small Claims Court when I am well. 
  You must decide what to do now, I will not ever accept their response to come to my home again.  If you don’t understand that, you haven’t been through anything like this, and I believe you probably have and know exactly what I’m dealing with here. 
  You support business.  Guess I could file a complaint against you too but what good would it do.

*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. ↩