Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/07/2023

  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.

  I am writing to file a formal complaint against the business Airworx, located in **********, *******. My complaint pertains to the installation and subsequent service of an air conditioning unit on my property, which has resulted in numerous issues and financial expenses. I am seeking your assistance in resolving this matter.The key points of my complaint are as follows: 1) On March 30, 2023, I contracted Airworx to install a new air conditioning unit on my property. 2) Over the following five months, I had to request service from Airworx on ten separate occasions due to various issues with the unit. 3) During these visits, my property sustained damage, including a hole in my ceiling and a leak from the condensate line, which led to damage to my drywall, exterior siding, and exterior sheetrock, as well as mold growth in my house. 4) Airworx's response to these issues was unsatisfactory. They took an extended period to address the ceiling hole, and despite multiple visits, the paint job remained incomplete. 5) Airworx declined to take responsibility for the damage caused by the condensate line leak, necessitating my payment of $3,109 to another HVAC company for compressor replacement and related repairs due to Airworx's improper installation. 6) My efforts to communicate with Airworx were met with significant challenges, requiring numerous phone calls and emails. Ultimately, Airworx not only failed to repair the damage but also blocked my phone number.I am requesting your assistance in achieving a resolution to this matter, which includes reimbursement for the $8072.50 in expenses paid to Airworx for services that were inadequately performed and resulted in property damage. Additionally, I hope the Better Business Bureau can mediate to encourage Airworx to improve its business practices and customer service to prevent future issues for other customers.I appreciate your attention to this matter.

  

  Business Response

  Date: 10/02/2023

  Good Afternoon,
  
  please excuse my delayed response. After thoroughly looking through our records and speaking with my staff Ive come to the conclusion that Airworx Air Conditioning & Refrigeration, **** is in no way responsible for any water damage or other expenses ***************** incurred. I have created a brief summary of the events occurred with pictures as well.
  
  New unit was installed on 3/30/2023.
  
   4/1/2023 9:15:06 PM ***** the tech was dispatched to troubleshoot. Upon arrival he found the drain line was clogged. He unclogged the drain line and during that visit unfortunately ***** slipped and broke the joint between the drywall boards on the ceiling. I assume thats the image the customer is referring to as not being painted..?? Not sure, ***************** never complained about the ceiling until now.
  
  5/1/2023.  The ceiling was repaired.
  
  8/12/2023 3:24:51 PM ****** the tech was dispatched for a condensation issue. Upon arrival he found the filter in the unit was severely clogged and caused the unit to freeze. Also found water damage on the interior wall behind the sofa. Once he went outside he found that the *** pipe coming out of the wall was broken off and was left hanging out of the wall. The customer was informed and was told we would return after a couple of hours to confirm the units operation and make sure the frozen coil was due to the air filter not being replaced.
  
  Later that evening on 8/12/2023 8:36:05 PM **** was dispatched he checked the pressures and confirmed the issue was due to the dirty filter. He stayed and watched the temperature drop 4 degrees before leaving.
  
  8/14/2023 The customer spoke with ****** in our office and they said they were going to make the repairs through their homeowners insurance.Then customer called back and requested to speak with the owner. Unfortunately I wasnt available so ****** was scheduled to go out and evaluate on 8/15/2023.
  
  8/15/2023 9:45:40 AM ****** the Installation manager was dispatched to evaluate the water leak. Again after inspecting the attic and tracing the drain line he found the water leak was in the wall behind the sofa. After speaking with the customer he explained the course of action to make the repair.
  
  8/16/2023 We installed a new drain line at no cost to the customer from the attic down the exterior of the wall and out beside the refrigerant copper line set covered by the line cover. ****** also explained to the customer that due to the timeframe since ********************** was last on the property which was April 1 to troubleshoot and May 1st to make the ceiling repair its impossible that we would be at fault since the water damage was minimal compared to the amount of water the unit produces which the customer agreed to as well.
  
  The customer was never charged for any of the calls nor running the new drain line section and never advised us of any compressor failure since that would have been covered under our 1 year Labor Warranty.

  

  Business Response

  Date: 10/02/2023

  Also, to touch base in regard to the compressor replacement. Generally speaking, compressors blow terminals due to high temperatures. The wiring entrance is sealed and insulated at the shell of the compressor by glass. An electrical short, bypassing the motor windings, generates enough heat to melt the glass and allowing system pressure to blow the terminal and seal assembly out. Yes, ACID can lead to that short, but so can an electrical short with high amperage, it can also be a manufactures defect on the winding within the compressor. An acid test should've been performed to confirm what caused the blow out. Once it blows it all smells burnt.

    After speaking with *******, they are assuming it's a "burn out". They never performed an acid test nor did they have any pictures or videos of them performing any test or documenting why the compressor failed except for their over charged invoice. 3K is what we would charge if the customer had to pay for the Parts which was not Mrs. ******* case. All the parts were all covered under warranty and as stated in my previous response if this would of been brought to our attention she would of paid $0 and we would of tested the compressor since this is rare to happen on a new unit installation.......Airworx is not perfect, but we don't rip customers off, we stand behind our labor & the equipment we install, and we always try our best to take care of all our customers and provide the best service possible. My apologies to the Dawsons if they feel differently. I hope once we move passed this, we can earn your business again in the near future.

  

  Business Response

  Date: 10/02/2023

  From April 1st to August 12th which is when we returned the water damage would have been huge!!!!!