ComplaintsforAireserv of Suwanee

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We contracted with Aire Serve of Suwanee to have a **** unit and new ductwork installed in September 2023. The issue has not work properly since being installed, Aire Serve has come out to the residence three times in concerns of this matter. The first time they stated it was the thermostat, it was replaced, the next it was a part that was bad inside the new unit, this took several weeks to be corrected, the third time it was low on freon. The unit still did not work, they told us it was due to our insulation in the crawlspace. We had an inspection of the insulation in the crawlspace and was notified that the **** unit is not properly installed, and the ductwork is not new and is not attached in several areas. Tried contacting Aire Serve and was informed that they no longer service the area we reside in, even though the unit is under warranty.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased two new **** systems within the past 12 months from Aire Serv of Suwanee, both of which are under warranty. The **** system for the 2nd floor of the house was installed on March 28, 2023. When we tried to turn on the A/C on for the first time after this winter, we discovered that it was not blowing cold air. I scheduled a service appointment with them to come out on Thursday March 14, 2024 to fix the system. When no one showed up for the appointment, I tried to reach Aire Serv by phone but was hung up on every time I called. My wife then called and was able to reach them but was told they will not speak with me nor will they service the inoperable system, which again is under warranty. He told my wife via text message to send him an email, which we did, but he has not responded. I engaged another **** company (TE Certified) who came out and found that the new system had leaked all of refrigerant and is now completely inoperable. I was told that as this is a brand new system, the only reason for all of the refrigerant to have leaked out was an installation error. Prior to this, we had gone back and forth with *******************************, the Aire Serve franchise owner about the system not working as promised with the air flow throughout the house worse off than it was prior to their installation and that our electricity bills were now larger with the new system than they were with the 30 yr old system he replaced and that we were receiving high humidity alerts from the thermostat. Rather than trying to diagnose the issue, ******* dismissed all of this and said if we paid him an additional sum of money (more than what was spent on the new system to begin with), it could then work as originally promised. Had ******************** actually inspected the system, he would have found it was improperly installed and was leaking refrigerant. The initial quote from TE Certified to fix this system (which is under warranty from Aire Serve) will be $2,200 at the very least.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction 3/24/22.I had a new furnace installed for $2100. They charged me an extra $500 to install an air purifier. The air purifier stopped working within a week or so and they never replaced it or refunded me. I could not get in contact with the manager and/or owner. They never returned my calls or messages.I tried to dispute the charges with my credit card company but the manager/technician for Aire Serv did NOT include or itemize the air purifier in the invoice, despite charging me for it, which I also find to be extremely fraudulent considering the unit stopped working within a week.

  Business response

  04/21/2023

  This was resolved with home owner we refunded a portion of the installation for the air cleaner in February 2 2023

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September 2021, we had our AC unit replaced. During the installation, there was damaged done to my daughters ceiling which is below the attic. While installing the furnace in the attic, somehow the workers cracked the flooring in the attic causing damage to the bedroom ceiling. We did the proper thing by letting Aireserv know about the damage. Eventually Aireserv and I came to an agreement that they will pay for the damage. However, We have not received any funding to replace our ceiling. I have called and spoke to the owner name ******* on several occasions but he has gave me nothing but excuses on why we have not received funding. Below youll find the pics of the damage. The reason I wouldnt recommend Aireserv is because if any damages happen to your home, they will not take up the responsibility to make sure the repairs are done. Until today my daughters ceiling is opened and not repaired.

  Business response

  01/23/2022

  Aire SERV takes full responsibility for the ceiling damage. At the time we were notified of the damages., We sent multiple contractors out to make repairs. Those customers explained that the customer was irate and the contractors refused to work in that property. We also offered  for the home owners to hire a contractor of there liking and we would pay for the repairs. The homeowner declined that option as well.  Then we decided on a ******** amount that was supposed to be sent from our corporate offices and was possibly not sent or sent to the wrong address.  Then the home owner reached out again for the check which we issued a check electronically the same day from our local office. We sent proof of the check being sent. 
  

  A week or so later we saw reviews posted about us not repairing the ceiling. Immediately I reached out to the customer and was hung up on multiple times and called a liar and the customer was not responsive and said I need to speak to his wife about the matter. I asked for his wife information to call, he never responded. 
  

  I then checked to see if the check was issued. And it cleared our account. I sent images of proof and was then texted I was a lie and that I would be arrested for bank fraud. Then I explained I will place a stop payment on the check and we will have to take care of this in person and no one responded. 

  Customer response

  01/24/2022

   
  Complaint: 16393784
  
  I am rejecting this response because: this has been an issue from day one and here we are in January 2022. The only reason this company (*******, the owner) is responding in this manner because Ive exposed this company by contacting BBB and posting on social media.  First of all, the contractors he sent to do the repairs tried to duct tape up our damaged ceiling. So we rejected those companies and that ****** ******* off.  He gave us an option to hire our own contractor with a monetary amount. We did hired and paid a contractor with our own money. The repairing the ceiling took 3 days to repair.  The monetary was agreed upon in September 2021, and here we are in January 23, 2021 and still no check. I have attempted to call ******* to make arrangement, but he continues to show lack of respect.  ******* has given nothing but excuses and broken promises on when the check will be processed. At this point, we cannot trust ******* and Aire serv. After making a complaint with BBB, the owner processed a check while I was out of state working in ***** and later he canceled the check. I refuse to meet him in person because he cannot be trusted and Im afraid for my safety. This has been an ongoing issue of deciets and lies that caused a hostile behavior from *******. I would like this to be settle amicably and respectful if possible. 
  
  Sincerely,
  
  ***************************

  Business response

  02/23/2022

  We repeatedly tried to help the customer with the repairs to the unit. At this time the customer will not allow us to help. We recommend filing a insurance claim in order to have a third party mitigate.  We e gave that along with paying out of pocket for the repairs.  Nothing we could do would resolve the issue. But we take full responsibility and tried to take care of it   The customer would not let us. 
  

*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. ↩