Complaints

This profile includes complaints for Air Experts Heating, Cooling, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Air Experts Heating, Cooling, LLC

  7 Rupert Rd Raleigh, NC 27603-3629

  
• 

  Air Experts Heating, Cooling, LLC

  2730 Rowland Rd Ste 101 Raleigh, NC 27615-5733

  

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:07/25/2024

  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 July 9, 2024 we had Air Experts out to diagnose or HVAC system. The tech located a leak in both the indoor and outdoor unit. After talking with the tech on options and timeline we asked that a sale person be sent out to quote a new unit. After talking the sale person and being reassured that all we needed was just an indoor and outdoor coil and it would be compatible with our existing equipment. We decided to proceed with the purchase of a new indoor and outdoor coil. On July 12, 2024 the installers showed up to install the new coils. Just before they went to turn on the system, the installer told me that the new system was not compatible with my zone system or my thermostats. I let the installer and sales person know to have a manager call me as this was not acceptable. I have also called and left a message with the call center request the general manager or president to call me on July 17, 2024 and still have had no one from Air Experts call me back. I need my system returned to a working level as it was previous to them installing the new coils.

  

  Business Response

  Date: 07/26/2024

  ******************, 

  I understand the system was brought into working order today. I apologize for the failed communication from our team that caused this frustration. You should have received an immediate response to your concerns and we're addressing this issue to ensure it does not happen again. Our installation manager will follow up to make sure you are satisfied and your new equipment is working well for you. Please don't hesitate to call our office ************ or email ************************************************ if there's anything we can do for you in the future. 

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22042018
  
  I am rejecting this response because:

  As Air Experts continue not to respond or follow up. I have reached out to *********** and was contacted in less they 5 hours by their staff. 
  

  I expect an executive from Air Expert at this time to contact me. But maybe like the action I have received to this point. They reallly do not care about the service level they provide or their customers.

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

  

  Business Response

  Date: 08/14/2024

  Our Installation Manager worked with ****************** to ensure the system we installed is working properly. We are always committed to 100% customer satisfaction and the Project Manager will continue to try and contact ****************** until we are certain he is happy with the installation. 

• Initial Complaint

  Date:06/02/2023

  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 had a new HV** system installed May 13, 2022. Since that time, I have had a number of problems with the system.** - ** unit worked last spring-fall. Then problems with the heating system (see below). After the service May 31, 2023, the ** unit stopped blowing cold air inside my home and outside unit runs for an extended time. I had to take time off work for the service and will now have to take time off work again for the problem to be resolved. I sent them an email tonight since i won't be able to speak with anyone because of my work schedule in the morning.Heating - The heating unit started having problems on November 29 - the furnace came on for 5 minutes, cut off for 1 minute, then came back on for 5 minutes, and cut off again. Technician tried to fix it. New technician came out on 12/20/23. I was told i needed new vents (they installed new vent in a room that hadn't had one for 10 years. 12/21/22 another technician came in to complete the repair. 12/27/22 The mother board fried, causing my system to run continuously, increasing air temp 1 degree every five minutes. An emergency technician came out at 9p to temporarily fix the problem. 12/30/23 - motherboard installed.

  

  Business Response

  Date: 06/06/2023

  Dear Ms. ********************** is not a normal installation experience for our customers and I apologize for the trouble you've had with the system. These issues stem from a zone system that was existing when we installed the new equipment. It's not always evident whether or not an existing zone system will be as reliable as your newly installed equipment and in this case, it has been troublesome. We've replaced all the major components in the zone system free of charge and I'm hopeful you'll experience more consistent and reliable comfort throughout your home. I understand that our field supervisor, ******, came out Friday evening and double-checked that everything was working properly. If there is anything else we can do for you, please don't hesitate to reach out to me - ******************************************** 

  Thank you,

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

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20133089
  
  I am rejecting this response because:

  This was not merely an inconvenience. It was a hazard to my family, a drain to my electricity bill, and a disruption to my work commitment. If the existing zone system was incompatible with the equipment that you all in stalled, that should have been determined at the time of the sale. Nothing was done "for free" as you say, since I paid this company $11k from May to December 2022 for a product. It is not my responsibility to determine what equipment is needed - that's what your representative does when they come out to give me a quote. Your representative didn't think to recommend a new motherboard or damper motors. 

  In talking with the technician who came over last week, it appears that when your technician installed the motherboard, a yellow wire was not connected properly (which caused the most recent problem with the **** It was an installation problem, not a conflict between the existing zone system and the new equipment. Additionally, when I mentioned to Torrie (the most recent technician) that the new furnace sounds like a train when it comes on, he indicated that the blower could be adjusted when we switch to the hearing system in the fall. 

  With the information I now have, all of this sounds doesn't sound like it's some kind of incompatibility issue. 

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

  

  Business Response

  Date: 06/09/2023

  Thank you BBB for facilitating a resolution. We have talked on the phone and I'm hopeful Air Experts will be able to restore Mrs. ********** faith in our company over time. We are taking care of the maintenance on this system for the next 5 years to make sure it's working properly and keeping the home comfortable through the changing seasons. Please feel free to contact me directly if you have any questions or if there's anything else we can do for you. ******************************************** 

• Initial Complaint

  Date:09/22/2022

  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.

  We had them come out for regular HVAC maintenance and then for an issue with the system continuously tripping the system. They said it was not HVAC related. We had an electrician and another HVAC company look at it. They said the problem was because Air Experts had not in fact performed the maintenance we had paid them to do. The water lines were clogged when they should’ve been cleaned out. Because of this the water pump kept tripping the breaker and ended up burning out. We had to pay ~$1000 to fix an issue that should have never occurred. Air Experts has been a nightmare to deal with. They have refunded us for the maintenance but we want to be refunded for the problem that their carelessness created. The other HVAC company said it was apparent that zero maintenance had been done. Air Experts proudly flaunts their BBB Ethics rating. Negligence leading to a ~$1000 that also caused electrical issues and then refusing to claim responsible is not ethical.

  

  Business Response

  Date: 09/23/2022

  We reviewed the work Air Experts technicians (and other contractors) performed at the customer’s home. There is nothing Air Experts could have done to cause any of the issues experienced.
  
  We have clear documentation of the work our technicians performed and the recommendations made. There were several issues at this home and we made recommendations that the customer declined to have completed by our technicians. The customer chose to hire 2 other companies to make repairs at their home, including an individual doing unlicensed electrical work. 
  
  Air Experts has made every attempt to satisfy the customer. Multiple refund concessions have been made. The customer demanding we pay for work they chose to have other companies complete is an attempt to exploit our good will and our reputation.  

  Customer Answer

  Date: 09/23/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Air Experts accepted responsibility that their technicians did not actually perform the maintenance. Because of their negligence it caused a burn out in our water pump which also caused electrical damage. They accepted responsibility and said that they would refund us for this negligence. They have not done so. This was urgent because this electrical issue could have caused a fire. This negligence is unacceptable. Not only did it cause potential harm to our home. Not only did they agree to refund the cost for everything. None of this would have happened if they had simply performed the maintenance. This could happen to anyone that they serve and most people cannot immediately pay for issues this large, especially when they trust that a company has done it correctly. If this is not remedied then I have no problem contesting the continued validity of their licenses. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 09/27/2022

  Air Experts has been in business for many years and we've earned our reputation for the way we treat our customers and the quality work that we do. We would never want anyone to feel that we've treated them unfairly and we'll do everything we can to ensure customer satisfaction. Our technicians go through extensive, ongoing training and they have a multitude of checks in place to ensure all work is completed properly. The statements made about negligence are entirely untrue. We would never profess to being perfect but when we are wrong we'll readily admit it and make it right. In this instance, there was nothing Air Experts could have done to cause any of the issues at this home. The refunds we gave were not a reflection of fault - the service call refund was a way to show our good will and commitment to customer satisfaction. After an exhaustive series of interactions with our staff, and our management team, we chose to refund the annual maintenance agreement to free the customer up to find another service provider. At Air Experts we value fairness, ethical standards, and high-quality work. We have done everything we can do to resolve this matter amicably. It's unfortunate that this customer was not able to see us for the good work we do instead of an opportunity to take advantage.   

  Customer Answer

  Date: 09/27/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  This response does not address the issue whatsoever. It is a series of platitudes about themselves. There is no taking advantage happening here. We are out ~$1,000 because of the negligence of Air Experts. They did not perform the maintenance that they attested to completing. Because of this ~$1,000 in repairs were needed. While we appreciate the refunding of the service agreement, **** **** stated that all expenses would be refunded. This has not occurred. Not only did this negligence cause ~$1,000 in repairs, some of these repairs were electrical since the water pump was not flushed, causing it to continuously trip the breaker. This could have caused a fire. Air Experts has insurance to cover this sort of oversight. We expect to be reimbursed for the cost of these repairs as we trusted Air Experts to complete them. They keep responding that we did not take their recommendations. This is referring to a separate issue which we are not referencing here. We expect reimbursement due to our belief and Air Experts WORD that they performed the maintenance to our system. They did NOT perform this maintenance which ended up costing us ~1,000 and putting our home, belongings, and family at risk of fire. I also repeat that this is NOT ethical.
  
  Sincerely,
  
  ***** ********