Complaints

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/19/2024 I phoned Airtron regarding my furnace regarding my service plan. I have been with them for 2 years. The man came out and stayed that the furnace was fixed, the next day I was still experiencing the same problem. I called them back and they sent a different man who told me that I had a carbon dioxide leak that would cost $4000 to repair it. I phoned the fire department, they came out and stated that my furnace was fine . I do not trust them. I have purchased 2 air conditioners from them and now I'm left wandering if I needed to purchase them. I do not trust Airtron. I have spent alot of money with them. I want people to know that we must be aware of the companies that we call to perform a service, not only do people call us we are calling people that we can not trust

  

  Business response

  03/28/2024

  On 3/18/24, we ran a no heat call at this residence. Upon arrival, we found that the furnace was heating. We monitored the system for over 30 minutes without issues. Everything evaluated within the furnace, was operating in specs. There was no charge to the customer due to the current service plan.

  
  On 3/19/24, we ran a follow up no heat at this residence.Upon arrival, the technician found the furnace was off on a high limit fault. After resetting this fault, the technician decided to do further testing on the furnace. He found higher than acceptable levels of carbon monoxide in the flue during his combustion analysis testing. These numbers were presented to the customer verbally, in type, and a printed report from the analyzer was given.The potential dangers of these findings were communicated to the customer as well. There was no carbon monoxide found in the home at this time. An option to repair the 20-year-old furnace was given to the homeowner, but it was recommended to replace the furnace due to its age. It is stated in the terms and conditions of the customers contract that parts and labor are covered to replace the heat exchanger if it is currently covered by the *** warranty and it is less than 12 years old. This furnace does not meet these criteria and the terms and conditions were sent to the customer again on 3/27. We offered to quote the customer a price on replacing the furnace, including a discount included with her contract, but both the repair and the quote options were declined by the customer. Again, the customer has not been charged for any work due to their current contract.

  
  Multiple service and retail managers have spoken to the customer, on the phone, since the last service call. The customer has not been accepting of any resolutions offered to date.

  
  

  Customer response

  04/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******************************* ********
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday 1/8/2024 I called our local airtron because our upstairs thermostat unit was no longer working. We wanted to confirm if anything was still under warranty, we had previously had this same issue on our downstairs unit - but understandably, that was almost 3 years ago, so we needed to confirm that the cost would be covered. The unit we needed to replace is $130, and it's a simple plug and play unit - so if it wasn't under warranty, we didn't need their services.We called, relayed all of the above information, and the *** told us that it would be just $120 "diagnostic fee" and everything else would be covered under our 10 year parts warranty. We reiterated that we did not need any diagnostic work done, we have had this issue and have diagnosed ourselves by taking the downstairs unit and plugging it into the upstairs unit where it works. She assured us, for a second time, that we would only be responsible for the $120 and "everything else would be covered under our 10 year parts warranty". We again reiterated, the unit is $130 so if there will be any additional fees, we are not interested in their services. For the third time, the *** confirmed that it would be only the $120.We agreed to their services, and paid with our credit card over the phone that day.Today, 1/11/2024, a technician came out to our house, looked at the unit and said it needed to be replaced - and then presented us with a quote for $400+. Apparently it isn't under warranty. They won't give us the part, they require we pay them to install it.That is a vastly different story than what I was repeatedly told - again, we were extremely clear that we did NOT want to pay for something additional that we could do ourselves. In calling customer service to explain the issue, they told me that they NEVER would have told us that everything is covered (which they did, three times) and they would have told us that labor was not covered under our 10 year parts warranty, which they did not disclose.

  

  Business response

  01/12/2024

  One of Airtron's main missions is to provide excellent customer service. ******************** called into our business on 1/11/24 and expressed her concerns regarding her experience with Airtron. After collecting all of the information ******************** provided regarding her experience with our company, we quickly investigated the situation. ******************** was called back the same day (1/11/24) and was provided a full refund totaling $119.00. Due to our standard refund process, it was explained that the funds could take **** days to be returned. While we understand that ******************** was displeased with her experience- Airtron did ensure to do all possible to provide a reasonable solution to ************************ requests resulting in a full refund per her request. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Airtron installed the **** in our new construction home in 2020. Every winter since we installed this system, the outdoor unit has frozen over. Every time they have come out and replaced a part which solves the issue temporarily but then it just happens again. Today, I noticed, the outdoor unit has frozen over once again. I had a rep from *********** at my home today to discuss the abnormal spikes in electricity and they have confirmed that this is due to the frozen over Airtron outdoor system and its not able to convert air into heat properly causing abnormally night electric bills. I want Airtron to actually replace the faulty outdoor system with a unit that is not faulty and stop putting a band-aid on this issue. This is not from a dirty filter. This should be covered under warranty because Ive had the same problem with this unit from the very first winter you installed it. Replace the entire outdoor unit. Do the right thing and I will resolve this complaint.

  

  Business response

  01/08/2024

  Airtron has reviewed the service history, and has been working with the customer to resolve. As of Friday Jan 5, **** there was an offer of resolution that was offered to and accepted by the customer.

  Customer response

  01/16/2024

  Better Business Bureau:

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

  Regards,

  ***************************

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is a complaint about the Airtron ******************* Plan that I purchase from Airtron Heating and Cooling. I have been an Airtron customer for ten years as I had them install an HV** system in 2013. In 2019 my original extended coverage I purchased since the unit was new was modified to the current ******************* Plan coverage, which I was informed about when I called to schedule my annual maintenance. I signed up with customer service over the phone but was not told of any terms or conditions of this new plan. I never received a link online or hard copy of the terms. No mention was made by customer service of components not covered. During the 2023 maintenance tune up on September 20, the technician stated the ** compressor was failing. I told him I was covered under the ******************* Plan so fix it. He said the compressor is not covered. I called customer service twice, and CS manager, *******, finally called me back today, September 25. She told me the same thing - compressor is not covered. She said it explains that in the terms and conditions. I never received the terms and conditions. Their literature states This plan gives you peace of mind that if anything should ever break down, its covered. No where in any online literature does it mention that there are components that are not covered. The customer service representative never told me in 2019 that there were components not covered, or offered to send/give a copy of the terms and conditions. Their ******************* Plan is very deceptive. I feel the compressor should be replaced since they advertise their plan gives you peace of mind, that if ANYTHING should ever break down, ITS COVERED.

  Customer response

  09/26/2023

  Airtron sent a supervisor today to retest our air conditioning system. He ran detailed tests that proved the system is not faulty. The original diagnosis was incorrect. He also explained terms and conditions of the ******************* and advised where to find the terms and conditions on their website. (Please note I tried to find terms and conditions on my own prior to filing this complaint. It is very well hidden). We reviewed the sales literature for ******************* and the technician agrees it is misleading. He stated he will bring this issue up with his management. 
  

  This complaint has been resolved. Thank you for helping us!

  Customer response

  09/26/2023

  Better Business Bureau:

  Airtron sent a supervisor today to retest our air conditioning system. He ran detailed tests that proved the system is not faulty. The original diagnosis was incorrect. He also explained terms and conditions of the ******************* and advised where to find the terms and conditions on their website. (Please note I tried to find terms and conditions on my own prior to filing this complaint. It is very well hidden). We reviewed the sales literature for ******************* and the technician agrees it is misleading. He stated he will bring this issue up with his management. 
  

  This complaint has been resolved. Thank you for helping us!

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Please ask Airtron to stop posting illegal and fraudulent charges to my **************** Credit Card. Also, please instruct Airtron to refund the $26.70 that they charged to my credit card on August 8, 2023.I called Airtron in July 2023 and spoke with a cantankerous female who hung up the phone on me after refusing to honor my request to stop posting monthly charges to my **************** card. During the phone call, I described my horrific experience with the company and asked her to cancel my home care plan. She refused and hung up the phone. An Airtron technician came to my house to figure out what, if anything, was wrong with my air conditioner. After checking my air conditioner, the technician said it needed a tune-up. Then, he returned to the air conditioner and came back with two more diagnoses (1) a minor repair and (2) a low level of colorant because there could be a hole in the pipeline. I said my home was built in 2018, and the air conditioner was still under warranty. Then, the technician said he would return to the office on Monday to contact Lenox to determine whether my warranty covered a hole in the pipeline. He also said he would send someone out to test my air conditioner because he did not have the proper equipment on his truck. I waited until Tuesday but did not hear from the technician again. After I did not hear from the technician, I called Airtron in Indianapolis, and a female employee said it would cost $400 + to fix the problem. She also said the home care plan would not cover the cost of repairing my air conditioner. I thought something was wrong, especially after the technician changed the diagnosis three times. I called another air conditioning servicing company, and the technician could not find anything wrong with my unit. It has worked well all summer. Therefore, I decided to cancel my Airtron home care plan. Airtron again posted a fraudulent charge to my **************** card on August 9, 2023.

  

  Business response

  08/31/2023

  The $26.70 mentioned in the complaint has been refunded. The contract, with automatic monthly payments, has been cancelled. We are sorry for any inconvenience.

  Customer response

  08/31/2023

  Better Business Bureau:

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

  Regards,

  *********************************************************

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a humidifier installed but I figured out that actually never worked cause it was installed in September and when I needed it was not working properly so Airtron came to repair but the technician did not do a good job once he did not know how to repair de humidifier.I need someone to come and repair but Airtron is charging my to come and check what is issue with the humidifier poorly installed by them.So they do a horrible service installing and now they want to charge to came and repair the wrong service they did since the purchase o (F) the humidifier that in fact never worked.I am very frustrated with the level of Servide.Including the customer service responses when I call there. No attention to customers.

  

  Business response

  03/09/2023

  
  Airtron contacted this homeowner to schedule an indoor air quality specialist to their home and look at the humidifier. ************** found the solenoid hose plugged with calcium. The calcium was cleaned out and the humidifier was tested system for 20 minutes with no issues. The customer was with the technician and the humidifier was cycled on and off several times with no clogs or problems. The customer was concerned about the solenoid being an issue in the future. The homeowner wanted a quote for the labor to install a new solenoid valve under warranty incase this happens again. A quote was provided for a replacement solenoid. A supervisor from our office left a voicemail to discuss pricing for humidifier and solenoid valve.

  Customer response

  03/10/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is not satisfactory to me. 
  
  I really expected to have the solenoid replaced at no cost once it never worked properly since it was installed by Airtron. The total cost of the humidifier unit was 700 dollars and the quote for solenoid replacement is 480 dollars which makes no sense. By the way, I still had to pay 119 dollars for the visit. So Im case I decide to replace solenoid, it will cost one more visit (119 dollars) + solenoid (480) = 599 dollars.

  at this point makes more sense to buy a new humidifier that will have 1 year warranty, and no cost for installation.

  Airtron is still not being fair on the price for the parts, which in this case should be replaced on warranty.

   

   

   

  Regards,

  *****************************

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Beginning October of 2022, my furnace broke. The technicians came out and nobody could tell me what was wrong. They somehow and unbeknownst to them for the furnace working again. This happened many more times from October to present. They refuse to fix the problem. Unsurprisingly, my furnace broke again and now I cant get anybody on the phone. Ive tried multiple different phone numbers. I submitted 3 requests online for them to contact me and nobody is contacting me.

  

  Business response

  02/21/2023

  It was explained to the customer that the issue their system is being caused by a control board, that Airtron did not install. There was a national service bulletin, SF-090 for HVAC equipment, that came out on April 7,2022. This bulletin showed that repairs were needed on equipment this customer had in their home. A 3rd party company, not Airtron, was contracted to do the service bulletin repairs. Any issues regarding this repair, are to be directed to the phone number and reference number on a yellow sticker that was placed on the equipment. One of our service supervisors, has even spoken to the customer and directed them to this phone number prior to this escalation. Our records show no prior service performed at this home, by Airtron, prior to the bulletin repairs being made. We are happy to assist and support this homeowner in any way we can outside of the recall repair done by the 3rd party.   
  

• Initial Complaint

  12/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Airtron instralled a new Heating and AC unit on 6/24/22, when working with the sales consultant we were promised a rebate of at least $400 from *********** and ****************** which would be filed by Airtron on our behalf. I have contacted Airtron several times to correct this issue and have contacted the sales consulant as instructed by Airtron office. Neither will return my calls, answer my emails, texts or any other form of contact. They have refused to settle the issue and I have not recieved the rebates. They never provided a detailed invoice for me to be able to contact Duke and CenterPoint myself and they refuse to provide a detailed invoice.

  

  Business response

  12/30/2022

  This was an oversight on our end. The manager in that department has reached out to the homeowner left a voicemail.

  Customer response

  01/04/2023

  Better Business Bureau:

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

  Regards,

  *********************

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Airtron contracted through Pulte Homes on my new construction home. Build completion 12.10.21, see attached photos Scott a member of Airtron's Management Team installed the dryer vent shown. Airtron specifically noted this style of vent does not offer a beauty plate, this is not accurate. I have made numerous calls and attempts since the completed installation last week to get resolution with Airtron. Every response has been a lie that Scott will call me, no call. Pulte Homes has also refused to offer any resolution. As you can see in the photo the hole where the vent is placed is too large, has gaps for moisture and weather penetration into the siding, installation and interior of the home. In addition, this is a $312,000 home in no way is the over all look uniform or in line with the like vents. Also noting Collin another member of management with Airtron noted months ago the vents were all on one source, Scott noted that was incorrect. I will be escalating to the Indiana Attorney General's Website and beyond to include legal mediation for all involved. First image is the replacement and the second is the original.

  

  Business response

  08/05/2022

  The pictures attached to this complaint are the same style of flush mount j-block. These are designed to snap into a back piece located behind the siding giving it a clean look with hidden fasteners. It was requested that we change out one of these caps to a different style hood cap. This style of cap mounts directly to the siding with visible screws. There is no beauty ring with this cap. When we changed out this cap, it had been contracted through the builder that a siding contractor be onsite at the same time. Once we were done switching out the cap, we left the home and the siding contractor was on site to make any needed siding repairs.
  

  Customer response

  08/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17633167, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  

  In short, upon Airton’s initial visit to access the noise complaint.  Tyson noted simply resolving one vent cover would eliminate the noise issue completely as all the vents were on one system.  When Scott/Airtron was on property this was explained as not being fact.  As I noted in my initial complaint, Pulte nor Airtron discussed in advance the details of the resolution.  Customer warranty contact Michael Kaim just consistently noted, “we’re working on a solution”.  The day of the install and prior it was never advised that this replacement would have a completely different finish resulting in a large open space and non-uniform look in my siding.  In addition to not resolving the problem as the noise still very much exists per Scott that Tyson informed me inaccurately.
  

   

  There are multiple styles of “hood caps” many of which offer a beauty cap.  Initially I was told Airtron did not offer or stock a different style than what was installed during building.  Fast forward to the day of the installation I was then told the style installed was the only style Airtron stocked in the hood cap family. 

   

  Finally, the installation has been inspected four times by independent sources at my expense.  Two HVAC Companies, one inspector and a handyman have all concluded the same outcome.  Aside from the aesthetics the replacement has not been installed properly.  This needs to addressed and resolved by Pulte & Airtron or escalation will continue to include both companies.

   

  Regards,
  

  
  Regina **********

  
  

  

  Business response

  09/08/2022

  We are subcontractors for the builder . We have reached out to the builder who has been in communication with the h/o . We are waiting on final instructions from the builder for the next step.  

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this home in November, 2021 - it is 3 stories including basement totaling about 3900 sq ft. This home has an undersized HVAC system installed. My neighbors with smaller homes and no basement have the same size unit I do. My neighbors with basements and similarly sized homes have a larger unit. I even have an invoice from this company where their tech said our unit was too small. I told the company initially that when temps are in the mid 80s, the system can't keep up and gets warm in the late afternoon/early evening. They happened to check it on a day where the temps were 96 outside and we were 78 upstairs, 74 downstairs averaging 20 degrees they said was good enough. As they left that evening, the temps outside dropped a couple degrees and my interior got warmer so it was a 16 degree difference at that point. The tech said he had never seen this type of condition before and he didn't need to take temps again because he had everything he needed. I asked them to come back out when temps are in the mid 80s and it is sunny to review (like the first tech did) but Blake from Airtron said it wouldn't matter. I also contacted several other companies and they also agreed this system is too small, just like Airtron's first tech they sent out. So Airtron is cherry picking the tech they want to rely on leaving me with an undersized unit. My unit is starting to break down because it is undersized and overworked (see attached warranty claim).

  

  Business response

  06/27/2022

  The techicians report is showing an average of a 20-degree temperature drop inside versus outdoor with 96 degree ambient temperature.  The load calculation we provided for the homeowner shows that Airtron sized for a 20-degree temperature drop.  We are getting this cooling result on five year old equipment that Airtron has not been contracted to maintain.  The original homeowner had no service with Airtron during the warranty period that pertained to capacity or comfort concerns.  It is unfortunately not unusual for a competitor to question another companies design or sizing of equipment when it could lead to a potential sale.  Airtron has confirmed that this is the correct size for the Truman model of home, and that the neighboring homes were not the same model of home.  We have offered to put in the next size unit with a larger discount than we would give our best maintenance customers.  The over-sized unit would add almost 20% capacity that would be expected to add another 3-degree temperature drop from inside to out.  Along with the limited amount of additional temperature drop, an HVAC system that is over-sized, based on a Manual J design, would be less efficient, have a shorter life expectancy, and provide less comfort than a system that is sized appropriately. Airtron has installed several systems for this same Truman model of home, none of which have extensive service history or capacity concerns. Airtron is standing by our design standards, and the sizing of the home in question.

  Customer response

  06/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17443164, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  1) I emailed the business and called them yesterday about trying to move forward with their resolution.  I got the email response attached and they've made it clear they don't want to work with me between this email and not returning my call.  The salesman, Blake, said his manager would call last Friday and this never happened.  Their communication has broken down.

  2) They've never been able to answer why their first tech agreed our system was too small.  And when Blake came out, when the temps were in the mid-80s, he observed my system also not keeping up at that point.  They've also failed to answer why their 2nd tech, who spent more than an hour here, only measured the temps once.  Their readings are correct for the tech's arrival.  But when the tech left, the outside temps fell 2 degrees and my indoor temps increased 2 degrees.  I asked the tech to take temps again but he refused and said he'd not seen anything like this before and already had the temps he needed for his report.  Airtron is clearly cherry picking their tech info they want to use.  I've asked to have another tech come out, and even pay the trip charge.
  

  3) Every other vendor has done the same calculations Airtron has.  And each one took into consideration the number of windows and the direction my house faces which is why they all concluded I need 3-3.5 tons.

  4) Airtron has never responded why Blake asked me to get my neighbors HVAC information then said to me it wouldn't matter.  They've also not answered why only the houses smaller than mine, without basements, have a 2.5 ton unit and the rest near me, with similar sizes and basements, all have 3 tons.  

  5) Why in Airtron's email with Silverthorne (the builder), they lied and said I had a rookie tech come out?  I never requested a specific tech.  I called them and told them my issue, they sent who they sent.  
  

  As you can see, there are clearly several inconsistencies with what they've said.  And this is why I recently emailed Blake telling him I've lost trust in him and wanted to work with someone different.  Nobody has called me back since.  

  
  Regards,
  
  Jamie *******

  
  

  

  Business response

  07/12/2022

  We take great care to ensure that our HVAC systems are right sized for the home.  We use an ACCA approved computer program called Wrightsoft to perform the Manual J that determines the heating and cooling load of the home.  All system selections are double checked with 3rd party AHRI documentation that verifies equipment capacities and efficiencies.  Airtron guarantees that the system installation and performance will meet or exceed all State and Local Codes, NAHB and BAGI quality standards, and a Builders Performance Specifications. 
  
  Sizing HVAC systems off of square footage is not an approved method and does not give any consideration to the builder’s practices, quality of construction and materials, or tightness of the home. We just triple checked the equipment needed for this home using the Wrightsoft program. When all of the proper information was entered into the program, we can see that a 2.5 ton cooling system provides 140% of the cooling need for this home. This is more than adequate to cool this home to the standards.
  
  We do not know the exact conversation between the customer and our technician. If he did suggest that the system is undersized, then he did so in error without all of the proper information to make this decision. We can only see that he stated the system was “small for 3900 sq ft” and not that the system is undersized for the home. For this, we apologize and will provide our employee with more training.
  
  The customer states that every other vendor had done the same calculations and they think the system needs to be 3-3.5 tons. If the calculations have been done, they would know if it needs to be 3 ton or 3.5 ton and not a range of the two. If the customer agrees with this assessment, and this is what they want in their home, they are free to have them install larger equipment. We have done our calculations a disagree with this sizing. We cannot, in good faith, install something for a customer that we feel is incorrect.
  
  Comparing this home to any other home in the neighborhood does not validate or refute the equipment sizing. This home is the only Truman 2 story basement home built by Silverthorne in the neighborhood to the best of our knowledge.
  
  The equipment in this home was installed 5 years ago and this customer is not the original owner. We do not have any service history on this home in regards to heating or cooling issues. We also do not have a service history of proper maintenance for this home. The HVAC equipment for this home is out of the warranties provided by the original builder and our company. The customer states that “communication has broken down”, “sometimes people just don’t mesh well” and that they “don’t trust” one of our employees. For these reasons, we feel it is in the best interest of this customer and Airtron for them to contract the services of another company.
  

  Customer response

  07/13/2022

  Please close the complaint. It's clear in their inability to effectively respond to all my points who is right. It's further clear based on other complaints they never right their wrongs.
  
  I've already paid someone else to correct their errors.

*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. ↩