ComplaintsforAir Masters of Tampa Bay, Inc.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  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

  02/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  02/28/2023

   

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

  Customer response

  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

  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 response

  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

  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 response

  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

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  10/18/2022

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

• Initial Complaint

  04/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Final transaction 5-5-21 Total amount paid 9905.00 Air Masters of Tampa sent out a sales representative to give my wife an estimate to install a Trane A/C system in our home. The sales representative presented an estimate that was not complete. I had Air Masters do the estimate because of their claimed quality. My wife and myself are not home HVAC knowledgeable and and dependent upon Air Masters representative. The estimate never stated that the home require replace of a larger air return line to the air handler, Air Masters sales representative never stated to my wife that the return line needed to be changed for proper operation of the system. When installed again we were not informed by Air Masters crew or inspectors that the system had a poor return and it would be a problem. At least 3 workers for Air Masters ignored the issued, the person who did the one year inspection flat out just check off that everything was good, the date 4-11-21. One week after the one year inspection the A/C system went down due to system condensation. Air Masters sent a repair person who was the first to bring the problems to light, this happened on 4-29-21. On 5-5-21 another repair person from Air Masters came to inspect and give recommendations to repair system properly. He stated to my that the filter needed to be changed which the inspection states the filter is in good order, and the system needs a bigger return. The Air Master personnel from 5-5-21 stated that a sales representative would be in contact to write up a estimate. I did not expect Air Masters to take the full expense but to give a reasonable cost to myself. The estimate never happened and now Air Master expects me to pay for the last service call, there wasn't a charge on that receipt by the way. Air Masters is threatening us with legal action now against myself a year after. I want Air Master to cease and dis-assist with any further action to myself or my wife. This very poor customer service

  

  Business response

  05/23/2022

  Business Response /* (1000, 10, 2022/04/28) */ We will be crediting the open invoice of $94.00 In addition, our Install Manager is reaching out to Mr. ****** today 4/28/22 to discuss his unit & a resolution to it's condition. Business Response /* (1000, 13, 2022/05/03) */ The invoice of $94 was removed from collections & they will not be contacting the customer about that again. Our Install Manager has an appointment with Mr. ****** on 5/6/22 to discuss his a/c status.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am disputing a warranty repair charge that I paid for my Trane air conditioning unit. I purchased a 10-year extended warranty when I purchased the system from them barely two years ago. The service manager stated the $517 charge is for parts and labor not covered under warranty. Upon reviewing the invoice, I noticed that the bill to is for the warranty company, JB Associates, instead of me. I also noticed that in the description of work it just mentions "replaced evaporator coil and drain pan as well as 9 lbs. of R410A". I contacted JB Associates who stated that all parts and materials listed on the invoice are covered by the extended warranty. I contacted the vice president of Air Masters and he stated that there was confusion with my warranty coverage and that my charge will be reduced down to $192. I requested a new breakdown of the charges and he stated the charges are for parts that I verified were never installed during the repair. He said he would get back to me. I haven't heard from him in almost a month. I emailed and called and left him massages many times. I am requesting from Air Masters credit back from the $517 charge and an explanation on why I am being charged for parts that were never installed during the repair.

  

  Business response

  03/17/2022

  Business Response /* (1000, 5, 2022/03/02) */ We have issued a credit in the amount of $325.00 towards Mr. ******'s credit card today 3/2/22. In addition, we've sent an email detailing the charges of $192.00 ($127 freight for evaporator coil & drain pan & $65.00 for nitrogen/miscellaneous). Lastly I called the client advising him of the email transaction that included his credit amount & detailed information. He stated he would check his email later today. Consumer Response /* (3000, 7, 2022/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The new breakdown of charges are different from what was disputed earlier. the original $192 charge included a $80 filter dryer and $112 shipping charge for the evaporator coil and drain pan. I informed the Vice President that the filter dryer was never installed during the repair and even sent him a picture of the old one. I also informed him that I verified with the repair technician that both the replacement evaporator coil and drain pan were available from the local supply warehouse because he picked them up before he arrived for the repair that day. I even took a picture of the label on the box from the warehouse as proof. The vice president said he would get back to me. Even if I have to pay for shipping I should only have been charged for $112 as the filter dryer was never installed. Now, Air Masters has sent me a new breakdown of charges for the $192 charge. They are now stating the charges are $127 freight for the evaporator coil and drain pan and $65 for nitrogen. What happened to the $80 filter dryer and why has the shipping/freight charge changed? Business Response /* (4000, 9, 2022/03/08) */ We have spoken with the client today. Agreed that an additional credit of $80.00 would be issued today. Customer is satisfied.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 1/29 We paid them $8,000 to put in what they claimed was a "brand-new" complete Trane AC system. After it was wired and hard plumbed in the installer told me that they "just noticed" that the outside unit was missing the fan motor. This is a major component of the system but he said that Trane must have "forgot" to put it in the unit at the factory. They put in a replacement and assured me it would not have any problems. Everything was already plumbed in and strapped down and they said there was nothing I could do. The very next day this failed. They sent another tech out who gave me two different stories and then they sent me an invoice for another $600 to come back out and look at it! After five requests for the owner to call me over the next week and being without heat or AC I finally had to run new conduit and pay another company $350 to get it working. The tech from the other company said he had installed hundreds, perhaps thousands of Trane units and nothing they told me sounded correct and it didn't appear to be a new fan motor. He also showed me that the reason the electric heat function wouldn't work was not the old wiring. They had the wire for it capped off inside the unit and had never connected it. A full week later I finally was able to speak with Phillip at Air Masters who told me they would send their installation manager out to check before the county did their final inspection. They sent a tech named Jason out a few days later. He checked everything and said it was good and would pass an inspection. The county inspector came a few days later and it failed the inspection. He said he would call Air Masters and let them know the additional work needed. On Feb 23 Jason called saying they needed to come back and make some repairs. The times I could be home that week didn't work for him so he said he would call back on Feb 25 to schedule something. It has been several days after this and once again no one has called.

  

  Business response

  03/30/2022

  Business Response /* (1000, 5, 2022/03/08) */ We will be contacting the customer to schedule a time to resolve the inspection issue on their new install. Consumer Response /* (3000, 7, 2022/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) On 1/28/22 a tech came out, looked over everything in my system and gave me an $8,000 quote for what was supposed to be a complete AC system. On 1/29/22 they came and installed an alleged "new" system. It was not complete and was missing major parts that they had to piece together. On 1/29/22 the parts they put in failed. It took a major effort to get them to come back and when they did they invoiced me $600 just to look at the failed unit they installed THE DAY BEFORE. They also told me it would be hundreds or thousands of dollars more to get it running and then left. I.E. holding me hostage that if we wanted a working AC system we had to pay them much more than the initial agreement. That day I made five separate requests for an owner to call me and was told and even GUARANTEED a call back by the owner several times. It never came. On 2/4/22 after a week with no return calls or heat during the coldest days of the year I had to pay another company to come out and repair their shoddy work only to find that they were clearly trying to scam me with the additional work they claimed was needed. On 2/11/22 They called to collect the final payment or they wouldn't schedule to clear the permit. I was assured that they would send a knowledgeable technician to check everything and make sure it passed *** final inspection. A few days later a technician named Jason came out and said everything was good and it would pass *** inspection. On 2/22/22 it failed the inspection. On 2/23/22 I spoke with Jason at Air Masters who said he couldn't come out at the times I would be home that week but he would call me on 2/25 to schedule a time. He didn't call that day or even several days after so on 3/1 I filed the complaint. 3/9/22 I received the reply at 10:00 AM from the business through the BBB that they would contact me. I waited all day (now 6:30 PM) and once again, no one has called. I finally had to track down the county inspector myself, get information on the reasons their installation failed the inspection and have it taken care of on my own again to clear the permit. No, I do not accept the businesses response. In the complaint I only asked for two reasonable things: 1. The report or information on why it failed the inspection which I had to track down myself anyway and 2. Something in writing showing the $600 invoice will be cleared. I have asked for this multiple times and have still not received it which I can only assume means they intend to attempt to pursue collecting on a fraudulent service work invoice. How can this business possibly be BBB accredited or licensed?!? I couldn't make this mess of a story up if I tried and can't believe the way they keep letting it escalate. At this point it is clear they have committed construction fraud and then tried to extort even more money after the installation. I have never had to file a complaint before, don't need the aggravation, and have attempted multiple times to resolve this directly with them. At this point they are welcome to attempt to collect the $600 in small claims court. I will simply countersue for the extra money I had to spend to get the work completed and we'll see who it works out for. Business Response /* (4000, 11, 2022/03/18) */ A credit of $596.00 has been issued to Mr. **** ******'s account. He has a $0 balance with us. Thank you for your time & assistance in this matter.

*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. ↩