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:08/08/2024

  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.

  Warranty Work, I called and canceled my plan Aug 1, 2024, $49.99 a month for 2 units. I had the plan for about 4 years. My payment went out July 17, 2024 and was paid up till Aug 17, 2024. I was told after Aug 17, 2024 it would be canceled since it was already paid. I agreed to that. Unfortunately the upstairs unit started blowing out warm air Aug 7, 2024. On Aug 8, 2024 I called Air Tron for service and they refused to honor my warranty. I'm paid up till Aug 17, 2024. I was told by *********************** that when I called Aug 1, that is when it canceled. Air Tron kept my monthly payment and told me I was covered till Aug 17, 2024. Didn't expect the unit to stop working. I believe this is very wrong and they should stand by the warranty agreement until it expired. If they ended it Aug 1, 2024 I should of gotten a refund. I agreed to the Aug 17 expiration date.

  Business Response

  Date: 08/16/2024

  We contacted ************** on 8/9/2024 and sent out a tech under EHC coverage to honor his plan through 8/17/2024. Tech found a bad start capacitor in the outdoor unit and replaced at no charge. I have a copied the tech notes. 

  Tech: ***********************, Date: 8/9/24 3:09 PM - Came out for no ac. Found outdoor unit fan running but not compressor. 30/5 dual cap bad. Replaced with new and system is working properly now. No other issues to be noted.

   

  We have satisfied this customer at this time. 

  Regards, 

  Bobby 

  Customer Answer

  Date: 08/16/2024

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

• Initial Complaint

  Date:08/01/2024

  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.

  Due to my HVAC vendor's complete disregard for any level of customer service, we have gone over a month with no air conditioning in our home. Further, we have been paying a monthly fee for an HVAC maintenance plan for years, and the first time we need a repair this is the caliber of service we receive. Airtron HVAC performed a semi-annual maintenance visit on our HVAC unit on July 2, 2024. and two days after the visit my upstairs AC stopped cooling. ****** returned on July 19, 2024 and unsuccessfully attempted to fix the problem. Another service technician visited on July 29, 2024 and determined that a part needs to be replaced. Several days have passed and I cannot get the vendor to provide an update on when the part will arrive, nor can I get a service manager to return my calls in order to discuss an escalation process/resolution plan.

  Business Response

  Date: 08/21/2024

  Good afternoon, 

  We were out to this home on 7/29/24 and diagnosed a bad thermal expansion valve. We ordered the replacement part from the manufacture and unfortunately it was back ordered. We returned to this home on 8/20/24 to install new part that was received from the manufacture. In the heat of the summer all manufacture parts are at risk for back order due to demand. I would like to apologize for the inconvenience and thank you for being an Airtron customer. If you have any other questions or concerns, feel free to give us a call at ************. 

  Kind Regards, 

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

• Initial Complaint

  Date:08/28/2023

  Type:Customer Service 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.

  Im living in this property 14 months. A brand new development and I have called Airtron to fix my AC, I believe 5 times. Its definitely something wrong with this machine and they wont change it for a new one. Every time I called they made me wait days until someone come to the house. Today its Friday 8/25 and they will come 8/31. In the meantime I have to live with 80+ temperate indoors.

  Business Response

  Date: 08/31/2023

  After reviewing your account, we have replaced parts on your HVAC system due to mechanical failure. We have covered all repairs under warranty as we have a process to follow for warranty requests. We were out on 8/29/23 to replace a condenser coil and upon departure technicians left the unit running. Here are the technicians notes for reference. 

  Upon arrival recovered 3lbs refrigerant from system, removed old condenser coil, installed new one, pressurized system, vacuum system, added 6lbs4oz refrigerant to system, prior to departure pressures were 136.5/295.6; VSAT ****; ** 3.8. All ops normal at this time.

• Initial Complaint

  Date:07/28/2023

  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.

  A/C compressor needs to be replaced per airtron. Waiting month for this to occur with no time line or A/C currently.

  Business Response

  Date: 08/03/2023

  Airtron contacted customer in regard to the part that was needed for this HVAC system. We were able to set up an appointment for 7/29. Technician was able to get homeowner cooling. Field supervisor was in contact with the homeowner through the entire scheduling process. Should any further issues arise please feel free to contact us. 

  Thank you! 

• Initial Complaint

  Date:03/28/2023

  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've had at least 3 major repairs on my unit in the 3 years I've owned my home. On Saturday 03/25/2023 I turned on my AC and it didn't work. No air came out of my vents, but my unit was running outside. I set up a time for the company to come out on Wednesday 3/29/2023. I received a call today 03/27/2023 that stated that it was no longer under warranty and there would be a cost of $119 to come out. They just replaced the compressor in July 2022. The previous items they replaced were still under warranty each time they came out and now it isn't, even though the part was replaced less than a year ago. I don't feel, I should have to pay for them to have to diagnose a problem that has happened 6 times in 3 years.

  Business Response

  Date: 03/29/2023

  Spoke to ************** yesterday afternoon, 3/28, and scheduled a technician to return today, 3/29 between the hours of **** to have the unit checked at no cost. We will move forward with making repairs as needed once the techncian reaches out to me with findings, whether it is an issue related to the last repair or not. Thank you. 

• Initial Complaint

  Date:09/26/2022

  Type:Billing 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 had an annual maintenance contract that was charged to our credit card monthly. We have called and cancelled in June, July, August, and September. They continue to charge our card monthly.

• Initial Complaint

  Date:07/13/2022

  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 June 20th, our 2 year old HVAC system stopped working. It was installed by AirTron in 2020 (improperly I might add as we had a refrigerant leak in the number 1 unit in August of 2020). On 6/22 or 23, an AirTron Technician came out to look at the number one unit in our attic and determined that the blower motor had gone bad and that it needed to be replaced. At that time he stated that parts would need to be ordered directly from the manufacturer (Lennox), and that he had no idea how long it would be before the parts arrived for installation. As of today, those parts still have no arrived (7/13/22). The communication from the customer service team has been atrocious at best. After a week of waiting for some sort of information, I called in only to be told that the parts would be in within 3 to 5 business days, but that they couldnt schedule the appointment until the parts had arrived. I waited 7 business days and then called back again, only to be told that it would be another, you guessed it, 3 to 5 business days before the parts came in. I waited about another week before calling in again, and this time Ive been told that the parts wont arrive until 7/19, almost a FULL MONTH after they were ordered. That is absolutely ridiculous. Every time I call, no one has information, and multiple requests for someone to call me back were either ignored or never followed up on. By the time these parts are installed, we will have been without AC in our upstairs for almost a month. To me, this constitutes a default on AirTrons service warranty by not being able to resolve a BROKEN SYSTEM THAT THEY INSTALLED in a timely manner. The most frustrating part though is that this is the same company that does ****************** all around our neighborhood in new construction homes, and there always seem to be enough parts to complete that work, but somehow there arent enough parts to complete repairs for existing customers systems?

  Business Response

  Date: 08/02/2022

  Unfortunately we are at the mercy of the manufacture when it comes to receiving warranty parts. The manufacture gives us an *** and we relay that to our customers. In some cases the parts do not show up on the *** date. We do try our best to keep the customer informed. 

  Thank you,

  -*****

• Initial Complaint

  Date:07/07/2022

  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.

  Hi,I hope you are doing well.The air in my house stopped working around ***** 25th, I called Airtron Charlotte ************** and spoke with a lady named *********, she was pleasant and got me to sign up for a monthly maintenance subscription for $24.99. She also scheduled a technician to come check my air on Thursday 4/2822. The technician came, checked the **** and noted that a part was not worth (the part name begins with a T). The technician noted that the part would arrive early the following week. Since that day, I have gotten a TERRIBLE run around. When I followed up the week after my service, ********* said the technician was wrong and that it takes at least 5 days for the part to arrive and that they would call me to schedule the service once it arrives. I have followed up no less than 5 times, each time I get a flimsy response that it is in the hands of the part manufacturer. What happened to customer service? *********, ********* and ***** (the various representatives I have spoken to), all say they will follow up with the vendor or the parts department and give me a call back, NO ONE has ever given me a call back. Apparently they also do not follow up with any other department unless I call. I completely understand that a lot of folks have their air out presently and also understand that there is a global supply chain issue but at the very least *********, ********* and ***** can follow up with carrier? They can maybe give me a call to let me know the status? They can provide quality customer service? My understanding from ***** and ********* is that the part shipped on ***** 29th 2022. It has been over a month. Is this part shipping internationally? The aforementioned people can follow up and inquire on if the part has been lost and needs to be reshipped. There is ZERO sense of responsibility or customer urgency. Since my initial call in ***** it has gotten progressively hotter in my home. I am extremely uncomfortable and my health

  Business Response

  Date: 07/13/2022

  The customer called in on 4/25/2022. We sent a tech out on 4/27/2022 too diagnose the system. Tech found a bad expansion valve and ordered new part from the manufacture. The parts were on back order. We informed the customer that once they arrive we would call to schedule. Parts arrived on 6/3/2022. We sent a tech out on 6/4/2022 to repair the customers system. Unfortunately we are are the mercy of the manufacture when it come to them providing replacement parts. 

• Initial Complaint

  Date:06/08/2022

  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.

  5/2/2022: first call to Airtron when noticed AC not working over weekend to schedule technician. First available is 5/7/2022 5/6/2022: I called Airtron to explain the issue more to make sure they had any parts necessary to fix it. Had to leave voicemail as no one answered 5/7/2022: received call back, but since it was Saturday and technician was scheduled they could not do anything with my request. So tech comes out on this day and states its the compressor and the valve and that the system has leaked into the attic and that he will rush order the necessary parts. 5/9/2022: I call Airtron to see if there is an update on the part, they could not tell me anything 5/16/2022: due to no call or update from Airtron, I call them again. They stated that they will have to contact the parts department and will call me back 5/17/2022: due to again no call from Airtron, I called again in the morning and they said they were still waiting to hear. I called back that afternoon and requested an update and they still did not have one.5/24/2022: call to airtron again. No update 5/25/2022: finally part comes in, Airtron scheduled.5/26/2022: Tech comes out, replaced compressor. Goes to attic and states sorry but looks like wrong part was ordered 6/6/2022: due to no update from Airtron, called placed to Airtron. They stated they are not sure what part needed to be ordered and what is going on. We told Airtron we would like a call from the supervisor first thing in the AM. She stated she would put that in her noets 6/7/2022: mid-morning, no update from Airtron. Called Airtron. Was told that she needed to do some digging so see what was going on with the system. Received a call back later in the day, was told they dont know what is going on with it and that a senior technician will come out Thursday afternoon as a courtesy to take a look at it. I asked if the part that was ordered back in the beginning of *** was actually the correct part and if maybe it could be

  Business Response

  Date: 06/13/2022

  We came out to this customers home on 5/7 for the ** not cooling.  We found that the compressor had died, which is a major part in the system.  This had to be ordered and with the supply chain restrictions, we were not able to get it installed until 6/2.  The technicians did everything they could to make the repair and then found there was an additional part failure and that also needed to be ordered.  We got everything back up and running on 6/12.  I am sorry it took so long, but these things were out of our control.  I do feel we did what we could to move the process along, but I also realize it was a long time to wait.  I appreciate your patience and thank you for your business.

   

  Thank you,

   

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

• Initial Complaint

  Date:06/02/2022

  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.

  Had problems with my new AC since install. I buy their monthly maintenance program. Many techs have come out to my home for all kinds of repair. A new tech comes out for maintenance and my house is STILL NOT COOLING and the air is running and running and I cannot afford that ****. This new technician, ****, who was very nice and helpful, said I have NO REFRIGERANT and believes I have A LEAK. I told him Airtron is not responsive and does not answer phones or emails. He promised he would send a message directly to Dispatch but I still have not heard from anyone. How long does it take to get an appointment. My house is hot because of the heat outside. What is WRONG WITH THIS COMPANY? I pay a monthly maintenance and no one is calling me back for an appointment. **** the technician said he is suggesting a "Senior Technician" on my case because so many techs have come out to the house and the problem is still not solved. I am a widow and the $12,000 I spent on this system which is 2 years old is still not working properly. It is unthinkable that a company is behaving in this manner and not calling to set an appointment. I would like *****, the manager, to call me with this issue. *****, not the other manager.

  Business Response

  Date: 06/13/2022

   

  We came out to this customers home on 5/31 for a preventative maintenance and found that the system was out of refrigerant.  Unfortunately, we do not expect to have to make major repairs on a maintenance and the maintenance technician that was there was not qualified to make the repair at this time. We had to schedule a time for a qualified service repair technician to come out and fix the problem. We found a large refrigerant leak and repaired it and was operational on 6/5. I am sorry this took longer than we would like, but it was most important to get it fixed correctly by a qualified technician. Thank you so much for your business.

   

  Thank you,

   

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

  Customer Answer

  Date: 06/13/2022

   
  Better Business Bureau:
  
  They did not find a leak according to the technician, which still has me weary.  I am trusting the technician fixed it.

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