Complaints

This profile includes complaints for A/C Designs, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

A/C Designs, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  A/C Designs, Inc.

  3370 Agriculture Dr. St Augustine, FL 32092

  
• 

  A/C Designs, Inc.

  6656 Columbia Park Dr. Suite 1 Jacksonville, FL 32258

  

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:02/05/2025

  Type:Order 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.

  Company installed AC/HVAC UNIT in brand new build home. Part was installed backwards and caused a lot of damage to blower motor of AC unit causing it to need to malfunction and need replaced. (900$ under warranty) Company refused to reimburse, saying they would come and fix it but never returned any calls. Again (today 2/5/25) more HVAC issues, failed compressor, root cause determined to be not enough refrigerant in system which was relocated in 2022 by the same company (AC Designs)

  

  Business Response

  Date: 02/07/2025

  Although we were not given the opportunity to diagnose the system ourselves or perform the repair, as a gesture of good faith, we acknowledge that the bypass damper was diagnosed by another company as being installed incorrectly, which may have contributed to the blower motor and assembly failure. Given this, we are willing to reimburse the homeowner for the $900 they reported to have spent on the replacement.
  However, the system is designed to operate with 8 lbs of refrigerant and would not have functioned for two years with only 6 lbs, let alone 3 lbs. If the system had truly been running on just 3 lbs of refrigerant, it would have never cooled the home. This indicates that the compressor failure was not caused by low refrigerant resulting from our relocation of the equipment in 2022 but rather by a separate operational issue that developed over time.
  While we take responsibility for the bypass damper issue, we cannot assume liability for common operational failures occurring two years after relocation. 

  Customer Answer

  Date: 02/18/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Hello, am waiting on them to send me a check or communicate payment they have agreed to? When is that taking place?

  Date Sent: 2/7/2025 10:53:49 AM
  I am okay with reimbursement for failed damper install and will close case when refund of 900$ is received. 

  Regards,

  ****** *********

  

  Business Response

  Date: 02/18/2025

  AC Designs is prepared to issue the $900 reimbursement but wanted to ensure the homeowner accepted this resolution before proceeding. Based on the most recent communication, it appears the homeowner has now approved this resolution. Could the status be updated from "rejecting" to "accepting" so we can move forward with issuing the reimbursement? 

  Customer Answer

  Date: 02/18/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  ****** *********

   

• Initial Complaint

  Date:10/21/2024

  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 paid them to diagnose my system. They incorrectly diagnosed the issue. I want my money returned.

  

  Business Response

  Date: 10/25/2024

  The service technician originally scheduled for the diagnostic, found a clogged drain. They were not able to do a further diagnostic due to the system not working due to the clogged drain. Homeowner declined technician clearing the drain so the technician moved on. After receiving this BBB complaint, the Service Field Manager reached out to the homeowner, refunded their diagnostic and set up a courtesy check to ensure the system was functioning properly. The service technician at that time found the thermostat wiring coming loose causing it to malfunction. The system was also slightly low on refrigerant. Both of these things were addressed at no additional cost to the homeowner. System is running properly upon technician departure. 

• Initial Complaint

  Date:07/24/2024

  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.

  Me and my husband close to our house in March 2023 on a brand new build so therefore everything in this house should be brand new. Our AC unit stopped working as of last Saturday. They came out and did a maintenance call back in March and here we are in July and our unit doesn’t work at all. So of course we have a warranty. We reached out to the warranty company. They told us that this is a manufacturer issue because per the technician The fan motor went bad caused the compressor to overheat multiple times seizing up pull too much power so the plug blew out and used up all the Freon. Now AC designs is wanting us to pay for a trip charge again even though we already had a technician come out they’re telling us that the only thing that is covered are the parts, we have to pay a trip charge and for labor which no one can give us a price upfront. I am frustrated this is a brand new home. This unit should not be seizing up nor should there be an issue where it’s getting too much power that seems like that is an issue with the item or the product, so why am I being penalized having to pay for them to fix a problem that shouldn’t even be a problem . The last person that touched our unit was another technician from AC designs just a few months back and today our AC doesn’t work. I am home with a 16 month old baby in Florida heat temperatures are over 90°. No one has a sense of urgency and truthfully, they could care less because all they want is my money , looked at previous reviews and it seems like this is a reoccurring issue that a lot of people unfortunately are experiencing with AC designs. Very upsetting to feel like you’re being taken advantage of because there is no way in the world a year and five month old unit should not be working , the company is not willing to do anything but cost me more. 2 techs since this has happened had the same findings. I have to wait for the surprise labor cost. Horrible business horrible service and this seems so unlawful.

  

  Business Response

  Date: 07/25/2024

  We have thoroughly reviewed the technician's diagnostic and determined that the issue had multiple contributing factors.
  First, an impacted filter was identified. An impacted filter can cause static pressure, which can result in system failure. We recommend changing your filter monthly and using a MERV 8 pleated filter. Please note that a higher MERV rating can also restrict the system.
  Additionally, there was a faulty disconnect. It is not clear whether the disconnect failure was a result of the static pressure created by the impacted filter or if the disconnect failure caused the unit to fail.
  We understand how frustrating unexpected repairs can be and we regret any inconvenience this has caused. However, we are pleased that our team was able to identify the root cause of the issue and develop a plan for resolution.
  Please feel free to reach out if you have any further questions or concerns. We are committed to ensuring your satisfaction and comfort.

• Initial Complaint

  Date:05/29/2024

  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.

  My Carrier A/C unit that is 1 year old, and had its blower motor go out after a storm. I diagnosed this myself, however A/C Design charged me $99 for a tech to come out to confirm what i already knew. The motor needs to be replaced in the 1 year old unit. (fair enough)While the tech was here he took the motor out 2 times to check a few things before confirming it needed replacement. (he also replaced the back potion of the motor to check if that was the issue)They want to charge me $850 for swapping out the motor, which the tech did 2 times in the span of 45 minutes while he was here.That means they want to charge me roughly $1,600 an hour for labor for this job. they want to charge $850 for 30 minutes of work to swap a motor on a almost band new unit.BUYER BEWARE. these guys are a complete scam.

  

  Business Response

  Date: 05/29/2024

  Thank you for taking the time to share your experience. We sympathize with the fact that unexpected costs can be cumbersome, which is why we always allow customers to review our quotes prior to initiating repairs or installations. Our flat-rate pricing system ensures that you're aware of the charges upfront, with no surprises.
  
  There are many factors that go into generating our pricing,such as employing professional and skilled technicians, ensuring your warranties remain intact, warranty processing, various insurance, and the different people required to make a successful service call possible, among other factors. Our pricing remains in alignment with our direct competitors of similar size and structure.
  
  Regarding your Carrier A/C unit and the blower motor failure, we understand how frustrating it can be to experience issues with a relatively new unit, especially following a storm. It's important to note that power surges during storms is a common factor that can cause a blower motor to fail. Another common factor is a dirty or impacted filter. We always recommend using the correct size and MERV rating filter, inspecting it monthly, and changing it based on its level of cleanliness. This ensures there is proper air flow into the unit. A dirty or impacted filter causes the motor to work harder to pull the air through, this can cause a negative pressure in the cabinet and greatly reducing the lifespan of the motor.
  
  We appreciate your detailed feedback and for bringing your concerns to our attention. We strive to provide thorough and accurate diagnostics to ensure the correct resolution of the issue. The $99 diagnostic fee is standard for a technician traveling to your home, diagnosing the problem and providing a precise solution.
  
  We value your business and your feedback. We are committed to ensuring our customers are satisfied and fully informed about the services they receive.

• Initial Complaint

  Date:03/22/2024

  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 called AC Designs on ********* my ac thermostat went dead, and my ac would not run. I scheduled the work to be done on **********. I was told the service fee would be ***** plus labor to replace warranty parts. The technician did the work on *********. He said a part under warranty shorted out and caused the fuse to blow. It took him ** to ** minutes tops to do the work. The bill was ******. I asked how much the labor charge was, he put his phone down in front of me that had the charges listed. The service fee was *****, the fuse was *****, and there was a ****** processing fee next to the warranty part number. I said what is the ****** processing fee he said that was for the labor. I said you charge ****** an hour for labor. He shouted you told me to do the work. I again asked how much the labor charge was an hour. He again shouted you told me to do the work. He said the charge was for paperwork and I would have to call the office. I paid and asked for my receipt. He said the receipt would be emailed. Two days later on 3/**/**** I still had not received my receipt. I called AC Designs and spoke to a manager. I told her I did not get my receipt. I also asked her why the labor charge was so much for ** to ** minutes of work. I informed her the technician was shouting when I asked about the labor charge. She said the ****** fee covered the processing of the warranty paperwork. I told her the charge was excessively high and I should have been told when I called for service what the charge would be to replace a warranty part. I told her they had no problem telling me what the service fee was when I called. She said she would email my receipt. After I finished speaking with her. I received my receipt within a few minutes. This ****** fee was excessive, and I think part of the fee should be refunded. AC Designs should be upfront about the fee like they are about their service fee when people call their office.

  

  Business Response

  Date: 03/22/2024

  This customer was quoted the full cost of repairs including diagnostic and agreed to them prior to the work being completed. Homeowner was also offered to enroll in our Comfort Zone Club, which would have given them half off of the diagnostic fee and **% off of the cost of repairs. Additionally they would have received 2 maintenance cleanings on the system done * months apart and the discounts would be applicable for their year of enrollment. Homeowner declined to enroll. Homeowner was upset with pricing when work was completed. Technician offered to remove the parts replaced so homeowner would only be responsible for $** diagnostic fee. Homeowner declined. In response to homeowner request to give pricing when calling in, that is not possible because we need the technician diagnostic of the issue in order to properly quote the repairs needed to resolve the problem. We give our customers every opportunity to decline charges if they do not feel comfortable with them. AC Designs does not owe this homeowner a refund for the service that was quoted and agreed to prior to completion.

  Customer Answer

  Date: 03/25/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: There are a number of lies in the response from AC Designs. The technician told me the cost of the repair was going to be ****** before he started the work. He did not break down the cost of the repair. The only cost I knew for sure before the repair was started was the ***** service fee. He then tried to push a maintenance agreement on me. He told me if I took the maintenance agreement, he could take **% off the ***** service fee and he could take **% off the labor charge to replace the warranty part. He then said I would pay an additional ****** and something for the maintenance agreement and the total cost I would have to pay would be ******. He was talking fast and at that time I did not know what the warranty processing fee was. I asked him what the maintenance agreement covered. He acted like he didn't want to be bothered with explaining it to me. All he said was a technician would come out twice in one year and clean the drain line and tighten screws. That was it. I told him to do the work and after I would let him know if I was going to get the maintenance agreement. He then went out through the sliding glass door to get to the ac compressor in the back yard. He flung the sliding glass door and slammed it shut. After he completed the work, I told him I was not going to get the maintenance agreement. I then asked how much the labor charge was for replacing the warranty part. He set his phone down in front of me and that was the first time I saw the charges broken down. It was ***** for the service fee, ***** for the fuse, and a ****** warranty processing fee for the warranty part that was replaced. I said to him you charge ****** an hour for labor. He aggressively approached me and shouted at me you told me to do the work. I said yes, I told you to do the work but why is this labor charge so high. He again shouted at me you told me to do the work. He said it included paperwork and I would have to call the office. I am a senior citizen over ** years old. He was shouting at me in my home which is elder abuse. At no time did he offer to remove the new part and replace it with the old part, and I would only have to pay the ***** service fee. The technician is flat out lying. In fact, he never showed me the new part he installed or the old part he took out. I was never not going to get the work done. It needed to be done. I was questioning why the labor was so high, and he lost it. I had every right to question why the labor was ****** for ** to ** minutes of work. I was never not going to pay for the work. I told the technician I was being over charged. I believe AC Designs over inflates the warranty processing fee so they can push their maintenance agreement on customers by telling them they will discount the service fee and warranty processing fee if they buy a maintenance agreement. AC Designs has been contacting me by email and mail about purchasing a maintenance agreement since I purchased my home. Their maintenance agreements are a source of revenue for them. I knew when the technician came to my house that he was going to try and push a maintenance agreement on me which is what he did, and he did not even know how to sell it. He did not want to be bothered explaining the maintenance agreement to me and thought if he told me I would get a discount on the over inflated warranty processing fee which at the time I did not know was ****** I would get the maintenance agreement. All I did was ask why the warranty processing fee was so much and he became rude and started shouting at me. He is now outright lying about what happened. I have nothing against purchasing a maintenance agreement if I think it is worth the money and will be a benefit. The technician did not want to be bothered explaining the agreement to me and I did not think it was worth it. When I paid the technician I asked for a receipt, he said it would be emailed to me. I did not receive the receipt and it was only emailed to me two days later after I called AC Designs and spoke to a manager telling her I did not get my receipt.

  

  Business Response

  Date: 03/29/2024

  Thank you for bringing your concerns to our attention regarding your recent experience with AC Designs. We sincerely apologize for any dissatisfaction or confusion you encountered during your service visit, and we appreciate the opportunity to address these issues. First and foremost, we want to express our deepest apologies for any misunderstanding regarding the breakdown of the repair costs provided by our technician. We strive for transparency in all our transactions, and it's disheartening to learn that you felt misled. We take your feedback seriously and will be investigating this matter thoroughly to ensure such miscommunication does not occur in the future. The $*** charge the homeowner is referring to is not only for the warranty processing, but other applicable charges associated with the work performed. AC Designs pricing is done with a Flat Rate System, I apologize that was not properly relayed to the homeowner. The Flat Rate System encompasses all associated costs, such as materials, equipment, and any applicable fees. The advantage for customers is that they know the total cost of the service upfront, without any surprises or hidden fees. Due to this not being communicated properly, we are going to offer the homeowner a discount of $1*****. We have attempted to contact the homeowner twice to discuss his concerns and offer this price reduction, but have not been able to connect. Regarding the maintenance agreement offer, we regret any frustration caused by our technician's approach. It is never our intention to pressure customers into purchasing additional services they do not find beneficial. We apologize if you felt rushed or uncomfortable during the discussion of our maintenance agreement. We will use your feedback to improve our sales approach and ensure that all customers receive clear and informative explanations of our service offerings. Furthermore, we are deeply concerned to hear about your experience with our technician's behavior in your home. We take allegations of unprofessional conduct very seriously, and we assure you that appropriate action will be taken to address this matter internally. At AC Designs, we are committed to treating all our customers with respect and dignity, regardless of age or any other factor. Once again, we apologize for any inconvenience or distress caused by your recent experience. We value your feedback as it helps us improve our services and ensure customer satisfaction. Thank you for bringing this matter to our attention, and we hope to have the opportunity to restore your trust in AC Designs.

  Customer Answer

  Date: 04/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  ******* *******

   

  Customer Answer

  Date: 04/04/2024

  Regarding complaint #******** AC Designs has offered me a discount of 1***** on my service. I accept the discount. They can issue a credit to my credit card that I used to pay for the service. If they need my credit card # again they can call me at *** ***-**** Please disregard my previous email about not being able to login to my complaint. I was able to login after all.

• Initial Complaint

  Date:12/14/2023

  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.

  AC Designs put in a brand new system in our brand new home for *************** Homes and now 2.5 years later the system failed due to horrible work by this company. They now want to charge me $950 to repair something that never should have broken this fast and was not installed correctly. The underground lineset is pouring refridgerant out and thats insane.

  

  Business Response

  Date: 12/18/2023

  We know unexpected repairs can be frustrating. The labor warranty provided by AC Designs covers all parts and labor for the initial year, as contracted with your builder. The copper leak underneath your home is not a result of our installation. We have discovered that leaks of this nature,this long after install, are often caused by ground contaminants. Had this been an issue with the initial install, it would have presented itself long before now. The builder has been involved throughout this process and due to the nature of the leak is covering the cost of the repair so there is no out of pocket expense for the homeowner. As of today 12/18/23 the technician is currently working at the home to complete the repair, at no cost to homeowner. 

  Customer Answer

  Date: 12/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  *************************

   

• Initial Complaint

  Date:09/11/2023

  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.

  3 weeks ago my thermostat displayed a warning that there was a control board failure and the unit would not turn on. A technician came out and put in the order for a new board. Since then I have had no contact to get this part replaced. Every time I call I get told I need to speak with “The Parts Department” and every time I either get a voice mail or the line just disconnects entirely. I have never gotten a return call. This is absolutely ridiculous. If the part is taking longer to get in than expected at least have some integrity and call me to tell me what going on. To add insult to this whole matter I was charged for an after hours visit as this happened on the weekend. At first I was fine with the charge as at least it got the ball rolling on the fix. If I knew I was going just through away money I could have put it to better use.

  

  Business Response

  Date: 09/11/2023

  Thank you for posting a complaint to let us know about your experience. I agree it is unacceptable that you have not been contacted about this to keep you in the loop with what is going on. This is being addressed within the office to ensure that this process is better in the future and we are communicating with homeowners regarding parts needed for their home. After reviewing your account I see that the order for the board needed at your home was placed with the manufacturer Monday 8/21/23, which was the first business day after your service call Saturday 8/19/23. At that time we were told the part was on a factory backorder. The team has communicating with the manufacturer to do everything they can to get an estimated time of arrival and to expedite that in any way possible. Getting your home cooling properly again is our number one priority. We appreciate your patience. 

  Customer Answer

  Date: 09/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID 20578472, and find that this resolution is satisfactory to me. 

  Regards,

  A***** ******

   

• Initial Complaint

  Date:07/07/2023

  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.

  6/30/2023: Our AC system stopped cooling and blowing air, so we called the company that installed our system (our home was finished being built in Oct. 2021). They came out, replaced a blown fuse, and then charged us *** for a diagnostic fee and then **** for labor charges. Our AC turns out, was not fixed. It was not cooling. We called them to return, so another technician came out. He was looking around outside the house where the unit has the PVC connection to the drainage pipe, only to find out, THEY DIDNT CONNECT THE PIECES TOGETHER. The technician stated that they made that mistake so they wouldn't charge us again. Now AC Designs is saying they do not have that in the notes and they will not be refunding us any money. I shouldn't have had to pay anything due to their incompetence when installing the system. We have had many other neighbors report the same issue was had with their systems installed by AC Designs.

  

  Business Response

  Date: 07/07/2023

  The initial diagnostic to the system was performed 6/30/2023. Upon arrival the technician was informed that the system was making loud noise after a power surge before completely failing to cool. The homeowner also stated that when they inspected the air handler that there was water in the drain pan and that they had cleared it with a shop vac. The technician confirmed the drain was clear at that time and after locating the short in the system determined the cause of the failure to be a blown fuse. Once the fuse was replaced the system was cooling normal on technicians departure. The homeowner was charged *** for the diagnostic and **** for the labor to locate the short and replace the fuse. The homeowner called back the same day because the system was not cooling and the technician at that time found the drain line to be clogged. Upon further inspection he found the drain line disconnected. This is a 2021 install and if the drain line was not connected properly at that time then it would have presented itself immediately. A common cause of the drain line becoming disconnected after install is lawn care knocking the drain line loose, among other things. The technician did repair the drain line and did not charge them additionally for it. The service manager did agree to issue a refund to the homeowner. He agreed to charge them for the PVC repair alone and waive the original diagnostic fee. This brings the total charges for the work performed there to **** and will give the homeowner a refund of $60. AC Designs has done everything within it power to make things right for this homeowner. 

  

  Business Response

  Date: 07/12/2023

  The refund was issued 7/10/2022 with the successful ID * ********** Please check with your credit card company on when you can expect to see this reflected on your account. The information provided by the homeowner is not factual. Residential AC installed in your application will not drain AT ALL with the trap being disconnected, for any amount of time. The issue the homeowner experienced was a direct result of the homeowner clearing their own drain. When our first technician was there directly after the drain being cleaned there was no back up present, within a few hours it was however backed up when our second technician arrived. Had the drain line not been attached correctly at install this is how quickly it would have presented itself. The homeowner were also not charged for the PVC repair. AC Designs has done everything in their power to resolve this issue. 

  Customer Answer

  Date: 07/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20287712

  I am rejecting this response because:

  The business response doesn’t make sense. How would we have caused the break? It was broken before your technician arrived and he didn’t notice the break, didn’t fix the pipe, causing the second technician to return because the system wasn’t cool. And again, per the business’ technician, this system wasn’t installed properly and can run for 1-2 before the line clogs up and cannot cool anymore, this one is on the business.” 

  Regards,

  ******* *******

• Initial Complaint

  Date:04/28/2023

  Type:Sales and Advertising 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 04/21/2023 I contacted AC Design for AC repair. The service tech found several issues, one being the thermostat and repaired it. The second problem was a damper controller motor, which wasn't working. I was quoted a price of $470, however the tech rep from AC design didn't know if the parts he had would work. Since it was late on Friday night, the AC design rep just set the damper at 50% open and said they would get back to me next week. A whole week later, the service department called and quoted a price of $747 using the same motor the technician had with him. A price gouge of an extra $277. The second damper motor which worked fine prior to my visit stopped afterwards, and I had since found a wire clipped at the wire nut. I paid $170 for a service program from AC design only to get ripped off & price gouged.

  

  Business Response

  Date: 04/28/2023

  after reviewing homeowners complaint, there was a breakdown in the customer service provided to the customer. They were not given accurate pricing and Dispatcher should have had all correct information before calling. Service manager reached out to homeowner when he was made aware of the situation. He explained the miss-quote by dispatcher and offered to install damper at no cost. Homeowner had already bought and replaced himself. Agreed to let technician come back to install UV Kit provided by homeowner. Homeowner was happy with follow-up and explanation from Service Manager, along with the resolution of installing UV Kit at no cost.

  Customer Answer

  Date: 05/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  ******* ****

   

• Initial Complaint

  Date:02/24/2023

  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.

  We purchased a newly built home on October 31, 2020. The A/C unit was obviously brand new also, built by ******* and installed by A/C Design. Two years and one week from the closing date of our home the A/C unit stopped working. The technician from A/C design came out and advised that the evaporator was shot and need to be replaced. It was on November 11, 2022 that they replaced the evaporator unit at a cost of $1,235.00. This evaporator should have been cover under the factory warrantee. We were told we would have to pay for labor and any freon that needed to be replaced. The following month on December 28, 2022, the A/C once again stopped working and again a technician came out and advised us that the blower unit was shot. Again, this should be covered under the factory warrantee, however it cost me $233.11. Less than 2 months later, on February 21, 2023 the A/C unit once again quit working. This time I was told that the compressor was shot and needed to be replaced. I was told by the technician that I could just replace the compressor at a cost of $1,957.00 or replace the entire unit for $3,200.00 We elected to just replace the compressor. I called and spoke to the manager, ****. I told him that an A/C unit that is only two years old should not have to be completely rebuilt and how much money we have already spent. **** agreed to not charging us for the freon that needed to be replace and lowered this service charge to $1,300.00. **** is well aware that Freon from the unit can be recovered and replaced back into the repaired unit and that the company can only charge me for any needed freon to top off the unit. Mr. ****'s so called help was just a way to blow smoke up my butt. In all we have spent $2,758.00 in just over three months to repair a two year old unit that should be covered by the factory warrantee. We feel that A/C design has ripped us off with excessive "labor charges" and request a refund of 50% of our money.

  

  Business Response

  Date: 04/05/2023

  Mr. *****,

   

  I know it can be frustrating to have multiple mechanical failures. I have asked the Service Manager to review the repairs that were made here. We see that our first time to the home since install was to perform the diagnostic for your initial complaint of the system not cooling 10/31/2022. The technician at that time discovered a leak in the coil which has potentially lead to the other repairs needing to be made here. The system leaking can lead to blower and compressor failure. The Service Manager did attempt to makes these repairs more manageable by not charging you for the refrigerant needed during the compressor replacement which saved you $657.60. I apologize that you have had this experience, but unfortunately we do not manufacture the equipment and we have done everything within our power to make this as manageable as possible.  

   

  -AC Designs Team