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:08/17/2024

  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.

  Dear BBB Team, I am writing to formally lodge a complaint against AirGroup for the issues I've experienced with their air conditioning service. I purchased and installed an air conditioner through AirGroup approximately a year ago. Unfortunately, since the installation, the unit has frequently malfunctioned. Over the past few months, this issue has occurred no less than five times. Specifically, the air conditioner suddenly stops working and typically requires a day to resume normal operation. These frequent failures have significantly disrupted my household, especially during the hot summer months when the indoor temperature becomes nearly unbearable. In response to these ongoing issues, I followed AirGroup's recommendation and purchased their maintenance plan. However, despite multiple visits from their technicians, the problem has not been resolved. The technicians have been unable to identify the cause of the recurring failures, leading to repeated disruptions. I am extremely dissatisfied with both the quality of AirGroup's product and their after-sales service. Despite repeated attempts to seek a resolution, I have not received any effective response or satisfactory solution. Therefore, I am requesting BBB's assistance in resolving this matter. I hope that your involvement will prompt AirGroup to take meaningful action to address the issue or provide some form of reasonable compensation. Thank you for your attention to this matter. Sincerely,

  Business Response

  Date: 08/23/2024

  Thank you for sharing this feedback. We are always committed to resolving any issue our customers have. After reviewing your account, we installed two systems for your two-story, dual Airbnb rental property last year. This year, we were called to this property three times, not five. The first service call was due to a breaker tripping, and we fixed the resulting issue, which was covered under warranty.
  
  On the second service call, it was for one room that was not cooling, and we discovered one of your renting guests mistakenly blocked a return vent, which caused the issue. We also dialed up the fan speed to help with even more airflow. However, you refused to pay for this. Then, we replaced a dirty filter during the follow-up visit. That was the last visit. We should have replaced this filter during the previous visit.
  
  After you left this submission at BBB, you have been communicating with one of our reps, Dave, and you have joined our Home Comfort Club maintenance program for this location. We truly appreciate your continued business and your trust in us. Please call us if you need further clarification, have questions about warranties, or need help: ************
  
  Thank you

  Customer Answer

  Date: 08/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:Your products are bad or your technicians are bad. They can't find the cause of the problem effectively. They can only use ridiculous excuses such as dirty filter or guests mistakenly blocked a vent. Can you say that your product doesn't work because the filter is dirty? Is this the feature of your product? Why did it resume normal operation without changing the filter the next day? Guests mistakenly blocked a return vent is even more ridiculous. Guests complained that it was hot in the whole apartment, not just one room. You provide very poor after-sales service. Every time there is an emergency, you can't send technicians to solve it on the same day. Guests can only stay in a stuffy room for a day and a night. This is really not a good situation. And you can't see the scene where the problem occurred, so you can't find the problem of the product. When you come the next day or a few days later, the air conditioner has recovered by itself, so you have to find a small thing like the filter as an excuse. After the air conditioner didn't work again on August 16, the technician came on August 20, and gave a reason of pipeline problem on August 24. If it was a pipeline problem, why did the air conditioner work before August 16 and work now?
  I have attached a screenshot of the 3 guests complaining about the air conditioner not working. The thermostat control was set to a very low temperature in cool mode, but it still did not work.
  
  
  
  Regards,
  
  *** *****

  Business Response

  Date: 08/27/2024

  Thank you for your response. We're sorry to hear that you still feel this way. We understand your concerns and want to reassure you of our commitment to resolving any issues you may have. We have done everything to make it right and have explained everything via phone conversations and here. We have also thoroughly documented every service call you mentioned in your complaint, including the initial bookings, service notes, phone calls, and truck GPS. If you still require further clarification, we are more than willing to provide it. Our goal has been to ensure you clearly understand your issues, even before this complaint.

  It's also important to understand that we are not an Airbnb management company. We do not know what your visitors do during their stays or what they communicate to you. Our only goal is to diagnose and fix the issues using the data we collect during the service visits. We have done this every visit and have fixed every problem, even after many struggles to reach the multiple out-of-state owners, property managers, and Airbnb guests. But we worked with everyone and addressed and fixed every issue promptly.

  Also, we do not manufacture the products you are referring to. We have worked with these products every day over the span of nearly 60 years. Our industry-trained installation technicians installed your systems to the specifications and code over a year ago. So please don't hesitate to contact them if you have a complaint about their performance outside of what we can do. You have ****** ******** and ********* ********. We will provide you with any information or technical readings they might need to get you help. We often work with customers who experience hardware issues.

  We have gone to great lengths to ensure the best possible service for your Airbnb rental property. We have handled your concerns professionally, fairly, and consistently with a successful resolution. Please reach out anytime at *************

  Thanks again
  

  
  

• Initial Complaint

  Date:08/07/2024

  Type:Sales and Advertising 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.

  Had a heating and cooling maintenance plan and cancelled my plan mid year. I tried to get the prorated portion of the services not used from the maintenance plan and they refused to refund the amount owed in its entirety. They claimed that because I received service call discount on a service call from 2023, that because I was now cancelling the plan in May of 2024, that those discounts couldn't be honored and they had to be deducted from the maintenance plan money not used due back to me. When I asked for a copy of the agreement that showed that I signed off on such deduction, they got very personal, offensive and told me that information is not in the agreement but that they are entitled to their money. Yet, these are services I never used and wasn't planning on using and informed them with sufficient notice. The maintenance agreement is for the services of the maintenance of the heating and cooling and if not used, should be refunded back to me in the full amount owed. Any discounts they include as part of a contract should not be deducted especially if not noted on the agreement. It's like an insurance company saying they won't refund the paid amount on a cancelled policy because they paid out a claim during the term of the policy.

  Business Response

  Date: 08/21/2024

  Hello,

  
  We appreciate you taking the time to share your concerns. Please know that we are committed to resolving this matter promptly and fairly, and to ensuring your satisfaction with our services.

  To better take care of this and provide an appropriate resolution, we kindly request you call and speak with a manager. We will be waiting for your call. ************

  Thank you
  

  
  

• Initial Complaint

  Date:07/12/2023

  Type:Sales and Advertising 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 contacted Air Group for a quote regarding replacement equipment due to mold in my ac system. There was an error in the initial quote. The modified contract was received. I had a question about it. For some reason, which I will do not understand, the owner of the company is unwilling to answer my question or communicate with me and refused to take my call today, saying "We are no longer interested". There is absolutely no reason to be so discourteous to a prospective client. I am trying to do business with Air Group. If they treat everyone like they treat me, they will be out of business.

  Business Response

  Date: 07/18/2023

  *****,
  
  Thanks for leaving ** this feedback. We always use these to improve our services for the community.
   
  We alerted you of these issues with your A/C system 10 years ago and offered solutions. Ultimately, you decided to hire another company instead. The problems returned, and recently, we came out again, gave you another free quote, and then spent hours discussing everything with you. After investing considerable resources and time, it was decided you should continue working with the company you hired initially.
   
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