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:01/02/2025

  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.

  On 4/22/22 I signed a contract with Aztil for a 'Preventative Maintenance Agreement' for $689.00 to last until 7/23/27. This was for A/C maintenance and appliance repairs. Three weeks ago I called for assistance with a broken washing machine and was told that Aztil no longer covers appliances. This was the first time I was told this. They then told me I would receive a $100.00 refund for this change. I told them this was unacceptable. They had unilaterally changed the terms of the contract I had signed with them, and had never notified me about this before I called for assistance. I requested a refund for half the amount I paid, since they cancelled half the contract. They have refused to negotiate a fair and mutually agreeable refund. Now I have received a check for $76.16- a 'prorated' refund for what they say is based on a '$100.00 charge' for appliance coverage for the duration of the contract. Nowhere in the contract does it say this.

  

  Business Response

  Date: 01/13/2025

  ***** ******
  *************************
  ********************
  Daytime Phone: **************
  E-mail: *************************
  
  
  
  
  On April 21, 2022, Mr. ****** renewed his ******************* Agreement with Aztil Air Conditioning, **** for 5 years for $589.00 with the option of adding appliances for an additional $100.00 for a total of $689.00.  
  Aztil Air Conditioning **** was sold in August of 2022.  On September 30, 2023, Aztil *********************************** discontinued appliance services.  Aztil Air Conditioning LLC offered the customers who purchased the appliance ******************** for $100.00 a prorated refund based off the time left on their contract.
  
  
  Please note if the customer chose to purchase their appliance services for the $100.00 you will see on the lower right-hand side under the word Appliances, the Yes box would be marked.  (ATTACHED)
  
  
  Mr. ****** was sent his prorated refund of $79.00.  At no time has his Preventative Maintenance Agreement for his air conditioning been cancelled.  His Preventative Maintenance Agreement expires on 7/23/27.

  

  Business Response

  Date: 01/13/2025

  This is an email correspondence with *** ******.

   

  From: ******* ********** <************************************************************************************>
  Sent: Thursday, January 2, 2025 11:03 AM
  To: ************************* <*************************>
  Cc: ******* ****** <*****************************>
  Subject: Re: Cancellation of Appliance Coverage
  
  Hi *****,
  
  
  Unfortunately, I cannot authorize an additional refund at this time.   
  
  
  Sabrina 
  
  
  From: ************************* <*************************>
  Sent: Thursday, January 2, 2025 9:46 AM
  To: ******* ********** <************************************************************************************>
  Cc: ******* ****** <*****************************>
  Subject: Fw: Cancellation of Appliance Coverage
  
  
  Hi *******,
  
  
  I was never told that the appliance part of the contract was $100 ($20 per year).  I do not see that on the contract I signed.  I am not satisfied with this unilateral change in a signed contract.  Unless we come up with a satisfying mutual resolution, I will pursue avenues of complaint.
  
  
  Regards, 
  *****
  
  
  
  
  
  
  ----- Forwarded Message -----
  From: Aztil Air Conditioning <*****************************************************>
  To: ************************* <*************************>
  Cc: ******* ****** <*****************************>
  Sent: Thursday, January 2, 2025 at 09:09:28 AM EST
  Subject: Re: Cancellation of Appliance Coverage
  
  
  Good morning *****,
  
  
  I completely understand your frustration; however no further refund will be given.  Out of the $689 that you paid for your contract, only $100 was for the appliances.  It was a promotion they were doing at the time which was offering appliance coverage for an additional $100. Which was basically $20 per year.  The refund check is a prorated refund off of the $100 paid for the appliances. 
  
  
  Let me know if you have any other questions or concerns. 
  
  
  Thanks,
  Sabrina 
  
  
  From: ************************* <*************************>
  Sent: Tuesday, December 31, 2024 1:18 PM
  To: Aztil Air Conditioning <*****************************************************>
  Cc: ******* ****** <*****************************>
  Subject: Cancellation of Appliance Coverage
  
  I signed up for a 'Preventative Maintenance Agreement' on 4/22/22 for A/C maintenance and appliance repairs- my 2nd contract with Aztil.  Much to my surprise earlier this month, when I called for service on my broken washing machine, I was told Aztil no longer services appliances.  I was never notified about this unilateral change in the contract we agreed to.  Your phone representative then told me I would receive a $100 refund check for this change.  I told her this was not acceptable.  Now I have received a check for $79- even more unacceptable.  
  
  
  I paid $689 for this contract renewal.  You have unilaterally cancelled half the coverage I signed up for.  I should receive half the money I paid back to make up for this difference.  I do not accept the $79 refund!
  
  
  Please let me know how we can resolve this issue to our mutual satisfaction.
  
  
  Thank you,
  ***** ******
  **************************************************************************************
  ************

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22758010
  
  I am rejecting this response because:  When I signed to renew my coverage with Aztil, never was I told that the appliance portion of the contract was for '$100.00' above the price of '$589.00' for A/C coverage. Furthermore, nowhere on the contract is this shown to be the case- there is no arithmetic indicating this anywhere on the contract, or anything in writing to indicate this.  Aztil is being very disingenuous in this regard.  I signed this contract and paid $689.00 for A/C AND appliance service and was NEVER notified about the change until I called for assistance for a broken washing machine.    
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/14/2025

  This is an email correspondence with *** ******.

   

  From: ******* ********** <************************************************************************************>
  Sent: Thursday, January 2, 2025 11:03 AM
  To: ************************* <*************************>
  Cc: ******* ****** <*****************************>
  Subject: Re: Cancellation of Appliance Coverage
  
  Hi *****,
  
  
  Unfortunately, I cannot authorize an additional refund at this time.   
  
  
  Sabrina 
  
  
  From: ************************* <*************************>
  Sent: Thursday, January 2, 2025 9:46 AM
  To: ******* ********** <************************************************************************************>
  Cc: ******* ****** <*****************************>
  Subject: Fw: Cancellation of Appliance Coverage
  
  
  Hi *******,
  
  
  I was never told that the appliance part of the contract was $100 ($20 per year).  I do not see that on the contract I signed.  I am not satisfied with this unilateral change in a signed contract.  Unless we come up with a satisfying mutual resolution, I will pursue avenues of complaint.
  
  
  Regards, 
  *****
  
  
  
  
  
  
  ----- Forwarded Message -----
  From: Aztil Air Conditioning <*****************************************************>
  To: ************************* <*************************>
  Cc: ******* ****** <*****************************>
  Sent: Thursday, January 2, 2025 at 09:09:28 AM EST
  Subject: Re: Cancellation of Appliance Coverage
  
  
  Good morning *****,
  
  
  I completely understand your frustration; however no further refund will be given.  Out of the $689 that you paid for your contract, only $100 was for the appliances.  It was a promotion they were doing at the time which was offering appliance coverage for an additional $100. Which was basically $20 per year.  The refund check is a prorated refund off of the $100 paid for the appliances. 
  
  
  Let me know if you have any other questions or concerns. 
  
  
  Thanks,
  Sabrina 
  
  
  From: ************************* <*************************>
  Sent: Tuesday, December 31, 2024 1:18 PM
  To: Aztil Air Conditioning <*****************************************************>
  Cc: ******* ****** <*****************************>
  Subject: Cancellation of Appliance Coverage
  
  I signed up for a 'Preventative Maintenance Agreement' on 4/22/22 for A/C maintenance and appliance repairs- my 2nd contract with Aztil.  Much to my surprise earlier this month, when I called for service on my broken washing machine, I was told Aztil no longer services appliances.  I was never notified about this unilateral change in the contract we agreed to.  Your phone representative then told me I would receive a $100 refund check for this change.  I told her this was not acceptable.  Now I have received a check for $79- even more unacceptable.  
  
  
  I paid $689 for this contract renewal.  You have unilaterally cancelled half the coverage I signed up for.  I should receive half the money I paid back to make up for this difference.  I do not accept the $79 refund!
  
  
  Please let me know how we can resolve this issue to our mutual satisfaction.
  
  
  Thank you,
  ***** ******
  **************************************************************************************
  ************

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22758010
  
  I am rejecting this response because:  I'm not sure what this report is...I responded to Aztil's response on 1/13 and this message seems to ignore this.  As I've noted previously, I have been an Aztil customer for several years and simply renewed my coverage for A/C and appliances for the agreed upon price of $689.  Never was I told that this was for '$589' for A/C coverage and '$100' for appliances.  Furthermore, nowhere on the contract is this noted in any form.  I only found out about this when I called for a problem about my washing machine.  This should be an easy resolution for Aztil to make this right, and it is very disappointing that they are making this so difficult.  If they want an A+ rating from the BBB, they should own up to their mistake and find common ground.  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/25/2024

  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.

  On Feb. 22, 2022, I purchased a 5-year maintenance agreement from Aztil Air Conditioning Company. The Agreement covered maintenance of my central air conditioner and the repair of major appliances. The maintenance agreement cost $********* November 2023, Aztil cancelled the appliance repair portion of the Agreement. I was never notified. On Oct. 15, 2024, Aztil did a maintenance tune-up of my central air conditioner. After the tune-up, the system didnt work. Aztil told me I needed a new compressor and the cost would be about $3,000. I was also told that I can purchase a new air conditioner for $10,000. I told them that I would think about it. I was also told they would call me back and nobody did.I contacted another air conditioning company and they replaced the capacitor and after the compressor cooled down, the air conditioner worked fine.On Oct. 18, 2024, Aztil sent me an Email stating that the contract is null and void because another air conditioning company touched the unit that is under contract with them. Since Aztil cancelled the appliance repair portion of the Agreement and decided that the contract is null and void, I want a refund of $294.00. Since there are 2.5 years remaining on the 5-year contract, this amount is half of what I paid.

  

  Business Response

  Date: 10/28/2024

  #******
  
  ******** ******
  ********************
  ********************
  Daytime Phone: **************
  E-mail: ********************************
  
  On Friday, February 22, 2022, Mr. ****** had an appointment for a service checkup on his unit.  The cost of the service checkup was waived because Mr. ****** decided to purchase a Preventative Maintenance Agreement for $489.00 and added ***************** for $100.00 for a total of $589.00
  Since February 22, 2022, has had (7) service calls and (5) service checkups on his unit.  On Friday, October 18, 2024, Aztil Air cancelled *********************** Agreement Contract for allowing another contractor to work on his unit:
  According to the Preventative Maintenance Agreement under Terms and Conditions:  

  
  #** - Aztil **** requires with no allocation, that all customers with Maintenance Contracts has 24 hours to notify Aztil **** of another contractor replacing equipment with model, serial number and name of contractor.  If not complied by, Aztil **** has the right to void the maintenance agreement with No Refund.  Aztil **** has the right to cancel any maintenance agreement.
  As stated previously Mr. ****** had a total of (12) service calls from February 22, 2022, until 10/15/24.  ************* did not have a Preventative Maintenance Agreement; he would be responsible for the following:

  
  7 service calls @ $**5.00 each                $   805.00
  5 service checkups @ $79.00 each          $   395.00
  TOTAL:                                                      $1,200.00
  

  NOTE:  This does not include labor charges which would be an additional cost.
  

  SERVICE CALLS:
  4/27/22
  **/3/22
  5/1/23
  5/3/23
  9/4/24
  9/12/24
  9/13/24
  
  SERVICE CHECKUPS:
  2/18/22
  10/20/22
  10/**/22
  4/23/24
  10/15/24
  

  Aztil Air made the decision to void ************************ Maintenance Agreement with no refund.

  
  

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22476283
  
  I am rejecting this response because - see below:

  As previously stated, on Oct. 15, 2024, Aztil did a maintenance tune-up of my air conditioner. The service technician couldnt get the air conditioner working. I was told that I needed a new compressor or alternatively, I can purchase a new air conditioner. Aztil told me the new compressor would cost about $3,000. and $10,000. for a new air conditioner. I told them that I would think about it. Aztil told me someone would call me. Nobody did.
  
  That same evening, ******** Kool Air replaced the capacitor and after the compressor cooled down, the air conditioner worked fine. I called Aztil that same evening (well within 24 hours) and told them what was done. I also told them I dont need anyone to call me.  
  
  Since I called them that same evening and told them what was done, I believe I met the terms of Article 11 of the Maintenance Agreement.
  
  Before spending thousands of dollars on a new compressor or a new air conditioner, I would always get a second opinion. Since Aztil made the decision to void the contract, I believe they should refund me for the time remaining on the contract

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

  

  Business Response

  Date: 11/08/2024

   

  #****** 
  
  RESPONSE TO MR. ******* REJECTION   
  
  I will be addressing Mr. ******* statements in his rejection notice. 

  1.  On October 15th maintenance was performed on Mr. ******* unit.  See INVOICE# ******** attached.  A new capacitor was installed, and the unit was cooling.  The technician did put in an additional job request to have a senior technician to check the wear on the compressor. 
  2.  On October 15th at 5:15PM ******* ****** *************) called Aztils Emergency RECORDED Line stating A/C is not working.  SEE ATTACHMENT 
  3.  Mr. ****** made a statement that he called Aztil the same evening (well within 24 hours) and told them what was done.  There were no additional calls made to the Aztil Emergency RECORDED line.   
  Therefore, there was no disclosure made by Mr. ****** about the contractor (*************************) he had hired to work on his unit on October 15, 2024.  Note: #** on the Preventative Maintenance Agreement, the terms were not met. 
  4.  On April 23, 2024 INVOICE# ******** Aztil recommended hard start kit and a new capacitor. SEE ATTACHMENT 
  Mr. ****** refused Aztils recommendation.  Please note the Invoice was signed by the customer.   
  5.  On September 4, 2024 INVOICE# ******** Mr. ****** authorized the purchase of (2) surge protectors at $275.00 totaling $550.00 plus there was a handling fee of $50.00 - the total INVOICE AMOUNT was $600.00.  Mr. ****** has requested his credit card company to charge back for the $600.00.  Mr. ****** also stated in his request that Aztil took back one of the surge protectors.  Mr. ****** told the technician to remove one of the surge protectors.  The technician removed the surge protector and gave it to Mr. *******  Once Aztil installs a part, we are unable to take back a used part unless it is not operational.  SEE ATTACHMENT 
  
  
  
  6.  As previously stated in the first response, Mr. ****** had a total of (12) service calls from February 22, 2022, until 10/15/24.  Mr. ****** would be responsible for the following charges if he did not have a Preventative Maintenance Agreement: 
         7 service calls @ $**5.00 each            $   805.00 
         5 service checkups @ $79.00 each      $   395.00 
         TOTAL*:                                       $1,200.00 
  *This total does not include labor charges which he would also be responsible for. 
  
  7.  Aztil Air Conditioning stands by its decision to cancel ************************ Maintenance Agreement with no refund. 

  
  

  

  Business Response

  Date: 11/12/2024

  #****** 
  
  RESPONSE TO MR. ******* REJECTION   
  
  I will be addressing Mr. ******* statements in his rejection notice. 

  1.  On October 15th maintenance was performed on Mr. ******* unit.  See INVOICE# ******** attached.  A new capacitor was installed, and the unit was cooling.  The technician did put in an additional job request to have a senior technician to check the wear on the compressor. 
  2.  On October 15th at 5:15PM ******* ****** *************) called Aztils Emergency RECORDED Line stating A/C is not working.  SEE ATTACHMENT 
  3.  Mr. ****** made a statement that he called Aztil the same evening (well within 24 hours) and told them what was done.  There were no additional calls made to the Aztil Emergency RECORDED line.   
  Therefore, there was no disclosure made by Mr. ****** about the contractor (*************************) he had hired to work on his unit on October 15, 2024.  Note: #** on the Preventative Maintenance Agreement, the terms were not met. 
  4.  On April 23, 2024 INVOICE# ******** Aztil recommended hard start kit and a new capacitor. SEE ATTACHMENT 
  Mr. ****** refused Aztils recommendation.  Please note the Invoice was signed by the customer.   
  5.  On September 4, 2024 INVOICE# ******** Mr. ****** authorized the purchase of (2) surge protectors at $275.00 totaling $550.00 plus there was a handling fee of $50.00 - the total INVOICE AMOUNT was $600.00.  Mr. ****** has requested his credit card company to charge back for the $600.00.  Mr. ****** also stated in his request that Aztil took back one of the surge protectors.  Mr. ****** told the technician to remove one of the surge protectors.  The technician removed the surge protector and gave it to Mr. *******  Once Aztil installs a part, we are unable to take back a used part unless it is not operational.  SEE ATTACHMENT 
  
  
  
  6.  As previously stated in the first response, Mr. ****** had a total of (12) service calls from February 22, 2022, until 10/15/24.  Mr. ****** would be responsible for the following charges if he did not have a Preventative Maintenance Agreement: 
         7 service calls @ $**5.00 each            $   805.00 
         5 service checkups @ $79.00 each      $   395.00 
         TOTAL*:                                       $1,200.00 
  *This total does not include labor charges which he would also be responsible for. 
  
  7.  Aztil Air Conditioning stands by its decision to cancel ************************ Maintenance Agreement with no refund.
  

  

  Business Response

  Date: 11/12/2024

  RE-SUBMITTED RESPONSE:

   

  #******
  
  RESPONSE TO MR. ******* REJECTION  
  
  I will be addressing Mr. ******* statements in his rejection notice.
  1.  On October 15th maintenance was performed on Mr. ******* unit.  See INVOICE# ******** attached.  A new capacitor was installed, and the unit was cooling.  The technician did put in an additional job request to have a senior technician to check the wear on the compressor.
  2.  On October 15th at 5:15PM ******* ****** *************) called Aztils Emergency RECORDED Line stating A/C is not working.  SEE ATTACHMENT
  3.  Mr. ****** made a statement that he called Aztil the same evening (well within 24 hours) and told them what was done.  There were no additional calls made to the Aztil Emergency RECORDED line.  
  Therefore, there was no disclosure made by Mr. ****** about the contractor (******** Kool Air) he had hired to work on his unit on October 15, 2024.  Note: #** on the Preventative Maintenance Agreement, the terms were not met.
  4.  On April 23, 2024 INVOICE# ******** Aztil recommended hard start kit and a new capacitor.  SEE ATTACHMENT
  Mr. ****** refused Aztls recommendation.  Please note the Invoice was signed by the customer.  
  5.  On September 4, 2024 INVOICE# ******** Mr. ****** authorized the purchase of (2) surge protectors at $275.00 totaling $550.00 plus there was a handling fee of $50.00 - the total INVOICE AMOUNT was $600.00.  Mr. ****** has requested his credit card company to charge back for the $600.00.  Mr. ****** also stated in his request that Aztil took back one of the surge protectors.  Mr. ****** told the technician to remove one of the surge protectors.  The technician removed the surge protector and gave it to Mr. ************* Once Aztil installs a part, we are unable to take back a used part unless it is not operational.  SEE ATTACHMENT
  6.  As previously stated in the first response, Mr. ****** had a total of (12) service calls from February 22, 2022, until 10/15/24.  Mr. ****** would be responsible for the following charges if he did not have a ************************************************ calls @ $**5.00 each                  $   805.00
  5 service checkups @ $79.00 each           $   395.00
  TOTAL*:                                                     $1,200.00
  *This total does not include labor charges which he would also be responsible for.
  
  7.  Aztil Air Conditioning stands by its decision to cancel ************************ Maintenance Agreement with no refund.
  
  

  Customer Answer

  Date: 11/12/2024

  Response to Aztils Rejection:
  
  1)  On Oct. 15, 2024, maintenance was performed by Aztil and the A/C stopped cooling. As part of the maintenance, the ********** was supposed to install a new capacitor. The service ********** didnt have the correct capacitor on the truck. A second ********** came and didnt have the correct capacitor either so they installed 2 capacitors piggyback style to meet the required specifications. The A/C was still NOT working.  
  
  2)  After speaking to the **********s, **** told my wife and me (by phone) that we needed a new compressor or a new A/C. That evening, my wife called Aztil and **** returned her call. She informed him that the A/C was fixed by another company and we no longer needed a senior ********** to check the unit. My wife was told that this information would be documented. The name of the other company was not mentioned during the call.
  
  3)  On Oct. 15, 2024, at 10:41 pm, I sent the attached Email to Aztil and documented everything that occurred on that day. This was well within the 24 hours required by the Agreement.
  
  4)  As per Aztils recommendation to replace the capacitor, we requested that the installation be done as part of the October 15, 2024 maintenance.
  
  5)  With regard to the credit card company charge back, on Sept. 4, 2024, Aztil came to the house because the A/C wasnt working. The service ********** phoned me because I was in **. He told me that I needed 2 surge protectors. He further told me that if the surge protectors didnt fix the A/C, they wouldnt be needed. After installation, the A/C still wasnt working and the ********** told me that a circuit board needed to be replaced. After the circuit board was replaced, the A/C was still not working and the ********** then ordered a new blower motor. both of which were under warranty. The A/C was fixed after 2 weeks.
  
  Based on the above, I respectfully request that Aztil reconsider giving me a refund for the 2 years remaining on the contract.
  
  
  
  Information...

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22476283
  
  Response to Aztils Rejection:
  
  1)  On Oct. 15, 2024, maintenance was performed by Aztil and the A/C stopped cooling. As part of the maintenance, the ********** was supposed to install a new capacitor. The service ********** didnt have the correct capacitor on the truck. A second ********** came and didnt have the correct capacitor either so they installed 2 capacitors piggyback style to meet the required specifications. The A/C was still NOT working.  
  
  2)  After speaking to the **********s, **** told my wife and me (by phone) that we needed a new compressor or a new A/C. That evening, my wife called Aztil and **** returned her call. She informed him that the A/C was fixed by another company and we no longer needed a senior ********** to check the unit. My wife was told that this information would be documented. The name of the other company was not mentioned during the call.
  
  3)  On Oct. 15, 2024, at 10:41 pm, I sent the attached Email to Aztil and documented everything that occurred on that day. This was well within the 24 hours required by the Agreement.
  
  4)  As per Aztils recommendation to replace the capacitor, we requested that the installation be done as part of the October 15, 2024 maintenance.
  
  5)  With regard to the credit card company charge back, on Sept. 4, 2024, Aztil came to the house because the A/C wasnt working. The service ********** phoned me because I was in **. He told me that I needed 2 surge protectors. He further told me that if the surge protectors didnt fix the A/C, they wouldnt be needed. After installation, the A/C still wasnt working and the ********** told me that a circuit board needed to be replaced. After the circuit board was replaced, the A/C was still not working and the ********** then ordered a new blower motor. both of which were under warranty. The A/C was fixed after 2 weeks.
  
  Based on the above, I respectfully request that Aztil reconsider giving me a refund for the 2 years remaining on the contract.
  
  
  
  Information...
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:09/27/2024

  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.

  Thursday the 19th I called after hours customer service told me that they were going to call me never did so. I called Friday morning the 20th. Someone arrived told me it was too late to service. Someone was coming on Monday. A technician came on Monday. Technician told me that needed service was done and I paid for it. The technician then stated that parts and services were going to be covered by manufacturer due to warranty. The dates and times that they were supposed to arrive to repair my AC were never met. On Friday the 27th. The repair was done after the service was completed. The technicians handed me a an invoice that I was not aware of. I never received a quote or never was advised that I needed to pay for this service and repair the lady ****** over the phone told me she was going to put a lien on my house instead of helping me get to the bottom and resolve this issue. on Sunday the 22nd I sent an email regarding everything that happened on my visit the 20th and also stated I would like my contract they never replied to me nor anyone sent me my contract.

  

  Business Response

  Date: 10/22/2024

  
  
  #********
  
  Customer Information:
  ****** ******
  ******************************************************************************************
  Daytime Phone: **************
  E-mail: *******************************
  
  On Thursday, September 19, 2024 6:54PM Ms. ****** called Aztil Air Conditioning ***************** stating her air conditioner was not working.  She called again at 9:38PM.  Aztils ***************** policy is we have 24 hours to return the customers call and set up an appointment if needed.  
  Ms. ******* appointment was set on Friday, September 20, 2024 at 1:44AM for Friday, September 20, 2024 12:00PM 4:00PM Down unit MUST CALL ************.
  The technician found the unit was frozen, bacteria growth on the coil.  The technician recommended a leak test ($375.00), a Dual UV System ($950.00) and replacement of refrigerant @ $125.00 per pound for a total cost of $1,450.00 - ESTIMATE ATTACHED.
  A leak test was scheduled for Monday, September 23, 2024 12:00PM 4:00PM.  This was the technicians diagnosis:
  Electronic leak search. Found leak and evaporator coil. Need to order new evaporator coil and TXV valve customer responsible for liquid line dryer and approximately 4 pounds of 410 a refrigerant. Unit is a Trane unit 2019.
  Ms. ****** signed Invoice #********* (attached) and paid for the leak test, $375.00 by **** on Monday, September 23, 2024.  
  NOTE: Ms. ****** was fully aware of the costs she would be responsible for.  She received an estimate # ******** as well as a description of work on the invoice #********, which she signed.  
  An appointment was made for Friday, September 27, 2024 8:00AM 12:00PM to have the evaporator coil installed, a new line drier installed and refrigerant replaced.
  
  The technicians completed the job approximately at 12:30PM on Friday, September 27, 2024.  When the technician requested payment for the job, $875.00, the customer refused to pay.  The technician contacted the office, informed the office that the customer refused to pay.  Ms. ****** was verbally abusive to the technicians and the office.  She was informed if she didnt pay for the services rendered her account would be flagged as non-payment and she would not receive any service until the account was paid in full.  She was informed Aztil had the option to place a mechanical lien on her property for non-payment.  Once again, she became verbally abusive, and the phone call was ended by the office.  The office contacted the technicians and instructed them to leave immediately.  
  To this date, Ms. ****** has not paid the balance due on her account.
  
  Please note: the attached files are documented dates, estimates, invoices and recorded phone calls.
  
  

• Initial Complaint

  Date:08/22/2024

  Type:Product 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 express dissatisfaction with Aztil, who has been servicing my address at ************************************************* for over ******************************************************************** ******** our 6 month check up on 8/19/24, the tech examined & cleaned our air handler & informed us that it is critical that we replace the unit, as it was about to break. He showed us video, which did show that the coils were corroded. No issue here.He recommended that we move quickly to install a new system & quoted a price of $8319 for a 2.5 ton unit, which he said is all we need. He encouraged us to sign & do the install as quickly as possible. Not wanting to have our unit break on us, we agreed & he had us sign on his tablet without reviewing the full quote (only the total price). When I signed, I did not see any text, as he enlarged the signature box so I could not see any terms. He was very nice & we trusted him.We paid the deposit of $1000 at around 6pm on Aug 19th. We did not receive any copies of the proposal that evening. After further talk, we decided not to rush to spend over $8300 in a split second decision, esp. because our unit is still working. We called Aztil at 8am on Aug 20th to cancel & ask for our deposit back. We spoke with *****, the manager who explained that she can only refund $600 of the $1000 because the proposal states that $400 is non-refundable. We had no idea because we never saw the terms when we signed. It was not viewable on the *********** did not receive any copies. When I explained this, she said thats the *********** is clearly stated. I again said that we did not see this, as it was done electronically & it was not in view. We feel this was handled unethically. We asked twice to have our $ refunded & was told no. I asked ***** who else we can escalate to & she said that Aztil is now owned by Cascade Services, to whom we have sent an email with no response. If we has known this, we would not have signed yet.

  

  Business Response

  Date: 09/24/2024

  BBB Complaint ID #******** 
  
  
  
  CONSUMER: 
  
  ***** Schulsinger 
  **********************************************************;
  **********, **  33487 
  
  ************** 
  **************************************************** 
  
  
  On Monday, August 19, 2024, an Aztil Technician presented (2) estimates for a new air conditioner to *** and ***** *********** (estimates attached).  The Schulsingers decided to go with the $8,319.00 unit and placed a $1,000.00 deposit.   
  
  The following is the 8/19/24 timeline (attached) of the sequence of events: 
  
  5:34PM Tech emailed estimate to **************************************** 
  
  5:40 PM Tech sold an estimate for $8,319.00 
  
  5:40PM Tech captured the Authorization signature from the customer 
  
  ****** Tech created/edited Down Payment form/receipt 
  
  5:48 PM Tech captured the Acknowledgement signature from the customer 
  
  On Tuesday, August 20, 2024, the Schulsingers cancelled the installation.   They received a $600.00 of the $1,000.00 deposit as $400.00 of the deposit is non-refundable as stated on the estimate (attached). 
  
  Unfortunately, the $400.00 the Schulsingers are requesting is non-refundable. 

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22181739
  
  I am rejecting this response because: Although the sequence of events listed is correct, it does not take into account that paragraph stating $400 of our deposit was not refundable was not visible on the iPad where we signed. We also did not get the estimate emailed to us until after we canceled the order. It was not explained by the technician that we would not be able to get a full refund of our deposit before signing either. The entire transaction was deceptive, whether intentional or not. Aztil had been servicing our address for over 20 years, including my mother before and myself and my husband for the last 9 years. While not contractually obligated to provide good customer service, it is extremely dishonorable to have us explain that we were completely unaware of the non-refundable $400 because it wasnt visible and not have any consideration provided.
  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  Date:08/14/2024

  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.

  June 24 I called Aztil Air. The technician came out and said the entire unit was shot. Both the inside and outside needed to be replaced. Due to how the unit is in the unit I needed to order a specific unit and there was only one available the cost would be $10,500.00. This unit would be an exact fit as the old unit and would not require any cutting of the exterior wall of the building.June 25, they came out to instal the new unit was too big. The exterior wall of the building would need to be cut bigger with an additional 5'inch on all sides. I needed to received permission from the association President with the understanding that the exterior of the building would need to be fixed to look like all the other units. I spoke to ****, a manager at Aztil who said yes, they would have the unit match all the other units in the building on the exterior wall. June 26, they completed the job, July 3rd we came home find the unit a complete block of ice (pictures and videos can be provided) I called the company and a technician would be coming out on the 4th July 4th the technician came out to find out the air handler had a defective part and they were going to order the part it would be in in 3-5 days July 8th, I called the company to speak to a manger and they gave me *****. ***** let me know that the part would take three weeks. I explained that the unit could not have no ac for three weeks. She agreed and they would get me a new handler due to manufacturer defect. This would take 3-5 day. July 12, I called for an update on the unit. The receptionist said a manger would call me back. No call back. NO CORRESPONDENCE UNTIL July 23rd. July 23 **** called me to say they have the part for the unit. I stated I did not want the part. ***** told me that there was a manufacture defect, and I was told I was getting a new unit 3 weeks ago. I still don't have AC at the unit On August 6th I called to speak to the owner. I still have not heard from the owner or company

  Customer Answer

  Date: 08/27/2024

  The first picture was taken 7days after the unit was installed. The second picture is the incomplete exterior wall where the outside unit was installed. 
  The handler nor the exterior wall have been replaced or completed to date. 

  

  Business Response

  Date: 10/21/2024

  
  
  #******** 
  
  
  
  CONSUMER:   
  
  ******* Carr   
  *******************************************************; 0 
  *****************, *******; 34949   
  
  **************   
  **********************   
  
  On Monday, June 24, 2024, an Aztil technician presented ******* **** with an estimate on a new air conditioner in the amount of $10,500.00, which she placed a $2,000.00 deposit.  At 4:39 PM Ms. **** signed the estimate, and a copy was emailed to *************** at 4:48PM.  The installation of the unit was scheduled for (2) days, Tuesday, June 25, 2024, and Wednesday, June 26, 2024.  The balance of $8,500.00 was due upon completion of the installation.    
  
  On Wednesday, July 3, 2024, at 6:16 PM Ms. **** called Aztil's emergency service line requesting service for the air conditioner that was just installed in her vacation home last week was completely frozen, a block of ice.  Customer was instructed to turn off the unit that a technician would not be able to work/diagnosis the unit if frozen.   
  
  Technician arrived at property on July 4, 2024, at 1:32 PM and quickly diagnosed the issue as a severe restriction in the evaporator coil and needs to be replaced under warranty ASAP.  Explained to customer that the service department will contact her as soon as Aztil has an ETA on the part.  The manufacturer told Aztil it would take several weeks for the delivery of the coil due to the lack of inventory.  Ms. **** was informed of this.   
  
  On July 23, 2024, at 11:16 am, the evaporator coil and TXV, the only one in *******, was transferred from ******* to a distributor in the *************** area.  Once we received the coil and TXV the Service Manager placed a call to Ms. *****  He left a message on her machine informing her the evaporator coil and TXV came in and we would like to set up an appointment to install it at her convenience.  Ms. **** did return (1) phone call.  Ms. **** was very confrontational, irrational and had no interest in making any appointment to have the evaporator coil and TXV installed.  Ms. **** did disclose that ***** told her she would install a brand-new air handler at no cost to her.  Upon further research, there was a phone conversation (recorded) on July 8, 2024, between ***** and Ms. **** when ***** promised Ms. **** a brand-new air handler which would be delivered within 3-5 business days.  This was Dianes conversation - It's not going to be just the evaporator coil and TXV, it's going to be a whole brand-new air handler.  We put a rush on that.  We were complaining to the manufacturer and told them we needed to do something for this customer.  Still waiting for the piece for the hole.  That was a special new fabrication that we had to order.  They said that would take a couple of weeks, so that which should be here within the week.   
  
  Additional research was done once learning of Dianes offer. ***** never disclosed this offer with anyone at Aztil nor did she follow up on her offer to Ms. *****  Once learning of the promise of the new air handler it was determined that Aztil would install the new air handler.     
  
  It was further determined that Aztils Regional Vice President of ************* would reach out to Ms. *****  As of this date Aztil has been unsuccessful in contacting Ms. **** by phone and email.     
  
  Aztil has been forthcoming with Ms. **** in resolving this issue.     
  

   

  Please note:  the attached files are documented dates, emails, dates of recorded phone calls (sorry copied very dark)

  Customer Answer

  Date: 11/12/2024

  I am not satisfied with the action taken by Aztil as there has been none. They contacted me on September 25th 2024 to say that I was promised a new handler. This was 4 month after purchasing the brand new HVAC for $10,500.00. The unit is still broken. The exterior wall where the outside unit was installed is still not fixed. There has been no resolution by this company. This property is not a vacation home but a rental property that has lost revenue since June. This general public needs to be protected from this compnay.

  

  Business Response

  Date: 12/12/2024

  Consumer 
  Most Recent Message 
  Date Sent: 11/12/2024 11:31:08 AM 
  I am not satisfied with the action taken by Aztil as there has been none. They contacted me on September 25th 2024 to say that I was promised a new handler. This was 4 month after purchasing the brand new HVAC for $10,500.00. The unit is still broken. The exterior wall where the outside unit was installed is still not fixed. There has been no resolution by this company. This property is not a vacation home but a rental property that has lost revenue since June. This general public needs to be protected from this compnay. 
  
  
  12 DECEMBER 2024 
  Aztil has responded to Ms. ***** complaint.  We have provided documentation of phone calls (recorded), emails and history on appointments.  Aztil has made several attempts to contact Ms. **** to no avail.  Ms. **** was promised a new air handler by an employee that is no longer with the company.  When we discovered the promise of a new air handler, we attempted to contact Ms. **** to set up an appointment to install the new air handler, once again to no avail.   
  Ms. **** was told on July 4, 2024, it would take (3) weeks to get the required parts from the manufacturer and we would call her when they came in to set up an appointment to install the parts and complete the job.  On July 23, 2024, there were (5) calls to Ms. **********************     1:09PM     am/lm* 
  7/23/24      1:10PM    am/lm* 
  7/23/24      1:29PM    am/lm* 
  7/23/24      4:01PM    inbound call from ********** 10 minutes 42 seconds 
  7/23/24     4:12PM     am/lm* 
  On the 4:01PM call, Ms. **** refused to allow Aztil to come out and install the parts from the manufacturer.  Had Ms. **** allowed Aztil to come out and install the manufacturers' parts, all issues would have been resolved.   
  I would like to note Ms. **** did not disclose that *****, who is no longer with Aztil, had promised her a new air handler.  We did not learn of that fact until we saw it in her BBB complaint.  Once we did, we attempted once again to contact Ms. **** to no avail.  Also, there were no inbound calls from Ms. **** on July 12, 2024, August 6, 2024, or September 25, 2024.  All our calls inbound, or outgoing are recorded.  
  Aztil has made several attempts to resolve this issue.  Ms. **** has shown no interest in doing so.   
  
  
  *am/lm = answering machine/left message 

• Initial Complaint

  Date:06/26/2024

  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.

  We called Aztil on 6/19/24 to inspect our outside unit that was making an odd noise when the fan would start up. They can out, the tech asked us for a stick and put that in the fan. He then determined that the fan motor was going and needed to be replaced. He then told us it was under warranty but would need to be serviced by Aztil or it would void the warranty. The tech then tried to state the unit might have been hit by lightening and we should add an up charge of a surge protector to the unit. The unit clearly had not been hit by lightening nor had the house as we would have know. They charged our card $115 for the service charge that day. They scheduled to come back the following day on 6/20/24 to replace the fan motor and charged our card $675 for that on the same day as the service charge prior to the work being done. On 6/20/24 we called the manufacturer and were told the information we received regarding the warranty was incorrect, that anyone could work on it as long as they were licensed HVAC. We then called Aztil to cancel the scheduled service. We told them what was said to us and they then offered a lowered price of $200, down to $475 not including the service call. We declined and asked them to refund the charge on the card. 5 days later, the refund was still not there. When we called the bank, the refund hadnt even been started. We called Aztil 3 times and each time was given an excuse that the lady was on the phone and would call back. But they never did. They took our money without performing the service based on a bunch of lies and up charges and then avoided us and making it right. Also, their invoice says member of BBB but it states on BBB they are not.

  

  Business Response

  Date: 07/08/2024

  BBB COMPLAINT:
  
  June 26, 2024
  #*********
  
  *********************
  ********************************************************************************; 33461
  
  ************
  *******************
  
  Aztil Air Conditioning LLC has issued a full refund of $790.00.  ********** account will receive the credit within 5 business days.
  
  The following was emailed to *****'s email address (*******************):
  

  July 8, 2024

  ***** and *************************

   ********************

  **********, *******; 33461
  
  
  RE:  June 19, 2024 Refund Request
  
  
  ***** and *******:
  
  
  On June 19, 2024 your **** account was charged $790.00 ($115.00 non-contract service call and $675.00 labor charge to install a warranty motor) blade.  Your requested refund of $790.00 will be credited to your **** account within the next 5 business days.  
  
  
  I sincerely apologize for the delay.
  
  
  If I can be of any further assistance please do not hesitate to contact me.
  
  
  Sincerely,
  
  
  
  
  ***********************;
  **************************************************
  
  
  Please note all further communication should be sent to my attention.  Thank you.
  
  *************************
  **************************************************

  Customer Answer

  Date: 07/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/11/2024

  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 purchased a BRAND NEW AC Unit from Aztil Air Conditioning Company on March 09, 2022. In less than a year, I've had to call them in reference to a cooling problem. They came out and took care of it. Now, March 10, 2024, I'm experiencing the same issue of cooling with my unit. The agent informs me that I would have to pay for the service call because the warranty has expired. I informed him that the unit was a New Install at 2 years old and that you have been here for the same issue while you said under warranty. I also stated that you have possibly installed a defective unit and now want me to pay for the burden of that. I tried to plead and reason with him to no resolution. I informed him that I tried to resolve this prior to ending the call.

  

  Business Response

  Date: 03/18/2024

  ****** *** #********
  4307 *********
  ************* **  33436
  
  COMPLAINT:
  I purchased a BRAND NEW AC Unit from Aztil Air Conditioning Company on March 09,2022. In less than a year, I've had to call them in reference to a cooling problem. They came out and took care of it. Now, March 10, 2024, I'm experiencing the same issue of cooling with my unit. The agent informs me that I would have to pay for the service call because the warranty has expired. I informed him that the unit was a New Install at 2 years old and that you have been here for the same issue while you said under warranty. I also stated that you have possibly installed a defective unit and now want me to pay for the burden of that. I tried to plead and reason with him to no resolution. I informed him that I tried to resolve this prior to ending the call.
  
  RESPONSE:
  Mr.*** purchased a new unit on 3/8/22.  The manufacturers warranty is for parts only. It does not cover service calls or labor charges.  Aztil offers all new installs a (1) year warranty on service calls and labor on the unit only (installs by Aztil).  ************ 1-year Aztil warranty expired on 3/8/23.  After that date (3/8/23) Mr. *** would be responsible for all service calls and labor costs on that unit unless he had a Aztil Preventative Maintenance ************************ purchased a Aztil Preventative Maintenance Agreement on 6/26/21 for 2.5 years on (2) units 6/26/***********.  His Preventative Maintenance Agreement expired on 12-26-23 and as of this date he has not renewed his Preventative Maintenance ********************************* is responsible for all service calls, parts that are not covered by the manufacturers warranty, and labor costs. 
  
  On Monday, March 11, 2024 Mr. *** made (2) phone calls to Aztil (recorded line):
  3/11/24 -  10:30 am 11 minutes and 22 seconds
  3/11/24 -  10:53 am 3 minutes and 22 seconds
  
  Mr.*** spoke with a CSR stating there was an issue with his air conditioner.  Stated he had an issue a year ago (10/16/23)and is having the same problem again. The CSR told Mr. *** that the (1) year warranty for service calls and labor for his new install (3/8/22) expired on 3/8/23.  He was also told his Preventative Maintenance Agreement, 2.5 years on (2) units had also expired (12/26/23) and that Aztil would send a technician out, but he would be responsible for the $115 service call.  Mr. *** stated he was not going to pay any money.
  
  The CSR explained to Mr. *** he has a manufacturer warranty for parts only.  The manufacturer does not cover service calls and labor costs.  ********** had renewed his Preventative Maintenance Agreement all his service calls and labor would be covered.  Aztils charge for non-contract customers is $115 (Monday Friday) and $175 (Evenings/Weekends/Holidays). 
  
  Since Mr. *** refused to pay the $115 an appointment was not made.
  
  SERVICE CALL HISTORY
  
  August 16, 2023    INVOICE# ********
  Check duck work no air coming out of kitchen/bedroom vents
  NOTE:  this has nothing to do with the air conditioner
  
  October 16, 2023   INVOICE# ********
  Unit is not cooling  - clogged line water in float switch cleared condensate pump unit is cooling

• Initial Complaint

  Date:02/22/2024

  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.

  AZTIL owes me a refund for $789.00 for a warranty on all my appliances in my home. They cancelled the warranty program back in November of 2023. I was not notified. I found out when I called them for service on an appliance and was told the program was cancelled. You can see by the attached description that they admit to owing me the money.

  

  Business Response

  Date: 02/26/2024

  A refund was sent.  We have stop payment on the first check and are sending another check.  Customer should receive the check with 5 to 7 business days.

• Initial Complaint

  Date:12/13/2023

  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 entered into a contract with Aztil for thhe maintrenance and repair of my air conditioning system and other appliances and plumbing. When I needed plumbing service,, I was told they no longer work on apopliances *************** and would not pay for the cost of repairs. I therefore paid to have the problem repaired ($125) and entered into amaintenance contract. with sanother vendor.As Aztil failed to perform uner the contract. I consider them to have breached the cotract and exppect to be reimbursed forr the up front payment to them. pluusa the amount expended for pluumbing repauir plus the cost of this year's replacementr contract.

  

  Business Response

  Date: 01/18/2024

  *********************** - Complaint 21003721

  I have attached a copy of the Preventative Maintenance Agreement that ************** purchased on June 14, 2022.  According to the contract Line 11 - printed in red - 

  11.  Aztil **** requires with no allocation, that all customers with Maintenance Contracts have 24 hours to notify Aztil **** of another contractor replacing equipment with model, serial number and name of contractor.  If not complied by, Aztil **** has the right to void maintenance agreement with No Refund.  Aztil **** has the right to cancel any maintenance agreement. 

  Below is ****************** BBB statement saying that he had the problem repaired and also entered into a maintenance agreement contract with another vendor:

  Customers Statement of the Problem:
  I entered into a contract with Aztil for thhe maintrenance and repair of my air conditioning system and other appliances and plumbing. When I needed plumbing service,, I was told they no longer work on apopliances *** plumbing and would not pay for the cost of repairs. I therefore paid to have the problem repaired ($125) and entered into amaintenance contract. with sanother vendor.As Aztil failed to perform uner the contract. I consider them to have breached the cotract and exppect to be reimbursed forr the up front payment to them. pluusa the amount expended for pluumbing repauir plus the cost of this year's replacementr contract.

  ************** did not notify Aztil **** of the repair or that he entered into another contract with another vendor therefore ************** breached the contract and Aztil **** is cancelling his contract.  He also did not mentioned Aztil **** offered a prorated refund for the appliance portion and that Aztil **** would continue to service his air conditioner.  At no time has Aztil **** offered plumbing services. 

• Initial Complaint

  Date:12/04/2023

  Type:Order 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 had a contract with ECM previously. When the contract was ended, someone recommended AZTil as my air conditioning and appliance repair. When I called for a repair on my sink incinerator, they told me they no longer fixed appliances, I had to call another company to fix the appliance. The only work AZTIL has done in my house is a tune up on my air conditioning system, On March 16, 2023, I paid Aztil $789 for a five-year contract for servicing my air conditioning and appliances, On September 29, I paid $250 to fix the incinerator, I now must find another company to contract to fix appliances. Therefore, I would like to get the $789 returned to me, since they didn't meet the obligation of our agreement.

  

  Business Response

  Date: 01/22/2024

  ********************************* Complaint #********

  
  On September 30, 20**, H3**73538383731303333H discontinued servicing appliances.  Customers who purchased a Preventative Maintenance Agreement with appliances were offered a refund on the appliance portion or an extension on their Preventative Maintenance Agreement.  On Wednesday, September 27, 20** (12:31PM)************************ spoke with the Appliance manager ***** who informed him he would receive a $100.00 refund for the appliance portion of his Preventative Maintenance Agreement. The remainder of the Preventative Maintenance Agreement (air condition) would be honored.
  *********************** requested a full refund for the Preventative Maintenance Agreement.  If a customer wants to cancel their Preventative Maintenance Agreement it must be canceled within (3) days from the date of the contract, must be in writing and postmarked by midnight on the third business day, return receipt requested. ************************ was informed H3**73538383731303333H would honor his Preventative Maintenance Agreement by servicing his air conditioner until it expires on March 20, 2028.
  NOTE:  Preventative Maintenance Agreement for 5 years with appliances was $789.00.  Preventative Maintenance Agreement for 5 years without appliances is $689.00.  There is a $100.00 difference. 
  In his complaint ************************ claims the only work H33313**8373539373438H has performed was a tune-up on March 16, 20**.  That statement is not true.  There is no record of a service call for March 16, 20**. ************************ has had the following appointments: 
  3/10/** INVOICE# **-226575 - Estimate for service contract
  3/13/** INVOICE# **-226577 - Preventative Maintenance Agreement 5 years $789.00
  4/28/** INVOICE# 46745242
  Maintenance check up on unit  - Installed Dual UV system - $950.00
  9/22/** INVOICE# ********
  Maintenance check up on unit

  
  H3**73538383731303333H is acknowledging **************************** request to cancel his Preventative Maintenance Agreement.  He will receive a refund in the amount of $789.00 within 10 business days.
  
  Customers Statement of the Problem:
  I had a contract with ECM previously. When the contract was ended, someone recommended H3**53330303836303737H as my air conditioning and appliance repair. When I called for a repair on my sink incinerator, they told me they no longer fixed appliances, I had to call another company to fix the appliance. The only work H33393134363**53**9H has done in my house is a tune up on my air conditioning system, On March 16, 20**, I paid H33313**8373539373438H $789 for a five-year contract for servicing my air conditioning and appliances, On September 29, I paid $250 to fix the incinerator, I now must find another company to contract to fix appliances. Therefore, I would like to get the $789 returned to me,since they didn't meet the obligation of our agreement.