Complaints

This profile includes complaints for Air Masters of Tampa Bay, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Air Masters of Tampa Bay, Inc.

  4830 N Florida Ave Tampa, FL 33603-2118

  
• 

  Air Masters of Tampa Bay, Inc.

  2415 N Albany Ave Tampa, FL 33607-3019

  

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:01/27/2025

  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.

  Weve had a maintenance membership with this business for a few years. After performing a routine service check as a part of our membership our unit started to have issues that it did not have previously. They came out multiple times and did various fixes none of which solved the issue. Each time convincing us it was the root cause and all charging separate amounts totaling $2,131.21 The most recent diagnosis was going to be another $600 to repair. I expressed concern about how we had no issues prior to their initial service and did not want to keep spending money on different repairs that werent actually solving the problem. After agreeing to a discounted rate to repair they have completely ignored our outreach for scheduling. We also are overdue for our regular prepaid maintenance and have received no response. *** requested a refund on our prepaid membership to get the unit fixed with another company but am not getting a call or email response back. Please help.

  

  Business Response

  Date: 01/29/2025

   

  We agree to refund this client's Gold twice a year maintenance plan that was purchased on 6/18/24 via credit card. For the protection of our client's information, we do not keep credit card information on site.

  On today, 1/29/25 I called & left a voicemail message for Mrs. ******** ****** at ************** at 9:30 am to please call back with the credit card information that was charged on 6/18/24 so that we can process a credit refund of $510.00. 

   

• Initial Complaint

  Date:11/26/2024

  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.

  I am writing to formally express my deep disappointment with the service I have received from Air Masters of Tampa Bay and to demand resolution to an ongoing issue. On October 30, 2024, during routine HVAC maintenance performed by one of Air Masters' technicians, I was informed that the plenum, which should have been replaced during the installation of my 3-ton unit on September 21, 2021, was never replaced.Following this discovery, I reached out to the Air Masters' team to seek clarification. Unfortunately, I was met with poor communication and unresponsiveness. Eventually, I spoke with Mr. ********* a Service Manager, who initially acknowledged that the plenum replacement should have been included in the $6,650 installation cost. This acknowledgment aligns with the evidence in my possession, including an itemized receipt that explicitly details the work that was to be completed.However, after further review, Mr. ******** reversed his position and provided a proposal that was unsigned, inconsistent with my records, and appeared to have been altered. The document had discrepancies, including changes to the address and energy rating, and I had never seen it before. Despite my repeated attempts to resolve this issue through calls and texts, my communications have gone ************* a senior citizen and loyal customer, I am appalled by the lack of empathy, professionalism, and integrity displayed by Air Masters of Tampa Bay. This situation has caused undue stress and inconvenience, and I expect Air Masters of Tampa Bay to honor the actual agreement as reflected in the paid receipt.I am formally requesting that Air Masters of Tampa Bay either:1.Replace the plenum as originally agreed upon and paid for, or 2.Provide a full refund for the incomplete service.I trust that you will address this matter promptly and restore my confidence in your company. Please contact me directly at your earliest convenience to confirm how you intend to resolve this matter.

  

  Business Response

  Date: 12/09/2024

  On 12/3/24 Mr. **** ******* our General Manager left a voice mail message for the client to call back to discuss the challenge. On 12/9/24 we sent a text message to the client at 12:53 pm asking client to call Mr. ******* back directly on her cell phone #. We are awaiting the client's return call. 

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22604165
  
  I am rejecting this response because the only contact that I have received from Air Masters sine my initial complaint with the BBB was on 12/9 at 12:53 ******* sent a text message stating **** ***** please call Mr. ******* at General Manager at ************. Were in receipt of your BBB complaint and he wants to help us resolve it. Thank you for your patience and business."  to which I have a copy and a response that I sent to ******* on 12/9 at 7:49p stating "Thank you for the message. I will connect with Mr. *************** It was after standard business hours so on 12/10 at 9:45a I called Mr. ******* and left a voicemail message for him to call me and he returned my call within 5 minutes.  During our conversation we reviewed the complaint to which he acknowledged that the plenum was not installed; further Mr. ******* agreed to have it replaced and stated that December was booked and that he would schedule a replacement for January 2025 and he would send me an email confirming the replacement and scheduling to which I have not received as of the writing of this message 5:36p on 12/11/2024.  Mr. ******* also added that if I had any future problems to call him directly at ************.  
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 01/10/2025

   

  Update: we have spoken with Ms. ***** & scheduled her for the week of 1/17/25. 

  Customer Answer

  Date: 01/16/2025

   
  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: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.

  back in June 2021 we purchased 2 Godman 4.5 tons Multi speed AC from Air Master.In addition, we took a extended 10 Year warranty. From the beginning we had issues with the Units.About 18 Service calls in the last 3 Year, we had on July 3rd ( 3 Weeks ago) the Manager from Air Master to Inspect/Test the Units. His finding was, that one Unit has to be replaced, and the other Unit needs a new ****************** Since then, all Phone calls/Messages are not being answered.I am being put into Voice Mail or just being pushed off that the persons are in "Meetings " etc and the will call me back. This is not exactable, Temperatures not only raising outside !NOT A GREAT SERVICE

  

  Business Response

  Date: 07/31/2024

   

  *********************************** has spoken with ********************. We have ordered the compressor. We are awaiting for the Daiken factory representative to schedule a date to visit the jobsite. 

• Initial Complaint

  Date:04/12/2024

  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 am writing this in support of my parents who are in their late 70's. They had a new air conditioner installed which never functioned properly. The company never gave them any itemized bills!1.The air conditioner was installed on 4/14/2022. The air conditioner cost $8000 with installation charges 2.It took 2 more visits from company for it to work below satisfactory level. They returned again on 4/27/2022. I believe there is now something wrong with duct work as the room still does not cool and the vents do not provide adequate air 3.Then in March 2024 the air conditioner Stopped working completely! No air at all 4.A technician worked on it and put freon in the ** with a charge of $850.00 5. When asked where did the freon go?, he said that there is leaky valve. This Service repairman told us on March 15, 2024 that he did not have the tool to put valve and hence some-one will come back insert the valve at no charge 6.They come back fixed it and billed me over $500 and then cut it down to $380 when I informed them that I was told they would fix the unit for free. 7.They would not give itemized bill 8.I am concerned if the freon leaks again I will be stuck with a large bill 9.A manager would not reply to my calls !The very least they are looking for is refund of repair charges. Ideally this company will pay for a new air conditioner and hire someone with expertise to look at the duct work. Since the new unit was installed it has not worked properly. -Also they never send itemized billing for review

  

  Business Response

  Date: 04/12/2024

  May we please have the name and address of the client where the equipment was installed so that we can research & address this complaint?

  

  Business Response

  Date: 04/16/2024

  Our General Manager has had a conversation with our client's daughter on 4/16/24. Our client was not receiving their paperwork due to an incorrect email address that we had on file. Our General Manager is awaiting a call back from the homeowner to discuss what is needed & then we will be scheduling a technician to go out to the homeowner's home. 

• Initial Complaint

  Date:02/18/2023

  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.

  They did $42,000 worth of work & did not pull a permit, I found out when I called the *********************** permitting when I asked when inspection was going to happen. Now they want the remaining $7,000 saying they will not finalize the permit until half of that is given. They have already received more than half threw financing. I have been making each & every payment while they got all that ***************** up front. I ask for a simple thing that is routine!

  

  Business Response

  Date: 02/28/2023

   

  The client's concern was about her permit. Her permit for her a/c has been reinstated. 

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19424638
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************.  Need inspection! I have had an AC put in already in the past & windows, doors, roof, solar panels. All has properly done their job. First of all, permit before job. Next inspection to pass. Then company gets full amount paid in full!! 

  

  Business Response

  Date: 03/08/2023

  Customer has spoken to our team member, *** on Friday 3/3/23. Client has promised to make a payment on her account by Wednesday 3/8/23. 

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19424638
  
  I am rejecting this response because:
  I did Send the final payment due, I just need the inspection to pass so what they have done shows it has been done in record! As you see others has done this properly. I have never experienced this & have never complained about a company & this issue has never happened, I just need them to properly complete the job. Pulling a permit & the inspection to pass is part of it! 
      Sincerely, 
  
  *******************************

  

  Business Response

  Date: 03/15/2023

  This response was taken verbally by BBB:

  The inspection has been scheduled for Monday, March 20th and the customer has satisfied her debt with us.

  Customer Answer

  Date: 03/15/2023

   
  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:12/27/2022

  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.

  We signed with Air Masters of Tampa Bay for a new AC system. **** N FLorida Ave Tampa ** ***** ************ They installed it on June 6, 2022. We are now at 12/27/22 and the work is incomplete. The day of install they were at our home until 130am. Hillsborough county has come out to inspect and twice it has failed. We still have no resolution. The company has been out for issues numerous times to address breakers to rooms not cooling. We have to call to schedule or we never hear from them in follow up. For one of the appointments the technician who arrived to our home was clearly intoxicated and had no idea what he was looking for with regard to the repair and instead talked to us about window tint. We grew frustrated as that was not the concern and he left and went to make a call. After 1 HOUR in the van "speaking to his manager" he came back in to say he needed to change a breaker which we knew from the last tech needed to be done. Shortly after he came to tell us the work was complete and attempted to charge us. My husband then went out to look at the breaker and he did not change it as it was marked and the marked one still remained. We then asked him to leave and reported the situation. He is one of many techs that have been out to our home both before and now after the county inspection and still it is not complete. They have missed appointments and we have heard every reason from it was not scheduled, to that person no longer works here to, we lost Spectrum internet and phone service. Our main reason for reaching out to attempt to hold them accountable for a 15K job not complete almost 7 months later. More important if we can save one person or family from the same nightmare then this is well worth it.

  

  Business Response

  Date: 12/29/2022

   

  Customer is in need of a circuit breaker & heater replacement. They're on back order & due for arrival by 1/3/2023. ***************************** our Install Manager contacted customer and advised them of this update on 12/28/22. 

• Initial Complaint

  Date:12/09/2022

  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.

  I am disputing a repair charge on 5/5/22 of $291.40 with Air Masters of Tampa Bay *** when a service tech came out to repair our A/C system that was not cooling. We received a collection notice for $318.60, instead of the original invoice amount of $291.40. So besides their poor repair and poor customer service, theyre now indiscriminately adding to the bill with no explanation! We had an AC system cooling issue. First tech checked the system and assured us there was a refrigerant leak, 8 lbs. low. After 3.5 hours, he could not find a leak, but only refilled the system with 2 lbs. of refrigerant and could not explain where the other 6 lbs. disappeared to! A week later, same cooling issue, but the second tech found the problem after only a few minutes, which was a stopped up drain line missed by the first tech who should have checked the line! They sold us leak detection at $466 that was unnecessary, then tried to charge us again for the second visit a week later for a problem missed by the first tech, which I refused to pay! Dont waste your time and especially your money with Air Masters of Tampa!!!! They will sell you services you dont need, and then try to charge you for mistakes they made on prior visits! Poor customer service and rude office staff!!! Now 7 months later, Air Masters has turned over the invoice, now in the amount of $318.60 (do not know why they have now inflated the invoice!) over to a collection agency. We clearly overpaid for their service the week before in the amount of $466.00 since the problem was incorrectly diagnosed and NOT fixed! Then, they try to charge us again a week later for their previous mistake! We want Air Masters to cease and desist with any further collection or legal action against myself and my wife, and send written confirmation that collection action has been cancelled and our account has a zero balance due. Very poor customer service by ********************** ***.!!!

  

  Business Response

  Date: 12/29/2022

  I remember speaking to this client. ********************* out on 4/25/2022. He only put 2 pounds of refrigerant in to try and find a leak. See ******** notes below:
  
  
  SO#*****, SYSTEM WAS LOW ON REFRIGERANT PERFORMED LEAK SEARCH AND ISOLATION TEST, NO LEAK DETECTED, FOUND RESTRICTIONS IN THE SUCTION SIDE AT CONDENSER, PURGED AND NEUTRALIZED THEN CHARGED, BOTH COMPRESSORS ARE RUNNING LOW AMPS
  
  
  When Invoice ****** was sent ************************ called. He was disputing the bill in which they refused to
  sign. ****** was the tech. Please see ****** notes:
  
  
  SO#******, UNIT OFF ON FLOAT SWITCH DUE TO CLOGGED DRAIN LINE, USED NITROGEN TO FLUSH OUT DRAIN LINE, VACUUMED DRAIN LINE, ADDED PAN TABS, WIPED CABINET DOWN
  
  
  I spoke to both ***** and ******* in regards to this and was told it was a legitimate bill. I tried calling the clients on several occasions to explain it due. Because they never returned my phone call i sent the following email:
  
  

   

  *********************, Our Accounting Manager sent the following email to ************************ on 7/19/2022:

  "**********************,
  I spoke to upper management in regards to Invoice ****** in the amount of $291.40. I have been advised that this invoice does need to be paid because it has nothing to do with the visit from 4/25/2022. When we came out on 4/25/2022 ******** found the unit low on refrigerant by 8 pounds and performed a leak search. 2 pounds of refrigerant was added to the unit so he could check the pressures and amperage. The unit did not show any signs of clogged drain line during his visit. This is because the refrigerant is what causes condensation. Once we added some refrigerant into the unit is when the condensation starts. It is very possible that you did not have a clog during ********'s visit. "
  
  Regretfully we never received a phone call or email back. They were placed in collections on 11/4/2022 for $318.60
  
  

• Initial Complaint

  Date:11/03/2022

  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.

  Air conditioning installation April 2018.. 8/17/2022 routine maintenance.. prior to maintenance system worked fine.. 8/19/22 system not working correctly.. blowing hot air .. 8/20/22 technician out .. first said system working but I insisted that system was blowing hot air.. He than said the evaporator coil was shot and needed a new one System under warranty so would have to pay for labor only.. *******.. Technician assured unit would work after coil replacement.. **** was replaced./ unit would not work, technician said now need compressor.. covered under air condition warranty but labor would be ****.. At that point he was asked leave .. Was with out air for a month .. Has technician from ***** Choice AC to look at unit on 10-14-22 .. he said the unit had no Freon .. He added Freon and the unit has been working every since.. charge ******.. I dont think I needed the coils .. I think air master did work that I didnt need .. I would like for them to eat the ******* labor charge..

  

  Business Response

  Date: 01/17/2023

   

  I spoke with this client on 1/13/23. She never paid the labor charge of $1,215.00 from August 2022 for the services performed. In addition, when this client invited ************** to 
  

  leave her home, she did so by pulling out a gun & threatening his life. We feel that it is unsafe for any of our technicians to return to this client's home. We will not be returning to this

  client's home & recommend that she obtains another air conditioning company to be her vendor. 

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18349394
  
  I am rejecting this response because: I am concerned about the fee that this company is trying to make me pay. The services rendered did not yield desired results. The system was working properly before the companys technician came to the house and touched it. The system has not worked consistently since the technician came out and attempted to correct the issue that he caused. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/03/2022

  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.

  Air Masters of Tampa Bay came to our home on July 21, 2022 to diagnose a problem with one of our a/c units that was not cooling. To begin with, we were quoted $89.00 for the diagnostic fee on the phone, but the technician wrote the invoice for $120.00, an extended diagnostic. This would indicate greater assurance that his diagnosis of a faulty *** board was correct, especially in light of Air Masters being a retailer of the Trane brand that manufactured the unit. The *** board was invoiced at $926.00, plus a fuel charge of $19.00 and a miscellaneous charge of $12.00. When we called two days later, we were told that the part would arrive in October. Air Masters received the part early, installed it on August 30, and removed the existing one. As before, the unit failed to cool during the warmest part of the day. We called Air Masters on August 31 and were told we needed to get an electrician to replace the breaker. On September 1, an electrician replaced the breaker, which cost us an additional $175.00. That afternoon, the unit again failed to cool. We have called Air Masters on four consecutive weeks since then (9/2, 9/9, 9/16 and 9/22), in order to request a refund for what we spent on their misdiagnosis. Every time we have been told that an installation manager has to come and review the work performed by the technicians. Meanwhile, our system continues to malfunction daily. Air Masters has yet to remedy the problem.

  

  Business Response

  Date: 10/18/2022

  We have scheduled Mr. ********************* our ***************** Manager for 10/19/22 to visit the client to bring resolution to the challenge.