ComplaintsforAir Pro Master, LLC

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My home warranty provider (********************) sent Air Pro Master to see why my air conditioner wasnt working. They added a pound of coolant for $185 and said the unit should be fine. It was 81 degrees Fahrenheit at 8:30 am when they left and it never got cooler. It was 87 degrees in my house by 3:30PM. I called Air Pro Masters and they scheduled a tech to return the following morning. When the tech called to say he's on his way, I informed him that the temp came down overnight but still wasn't cooling properly. He (******* ******) said he would see me in ***** minutes. I immediately received a call from his office saying that, and I QUOTE "the unit is cooling properly in our eyes and the repairs are complete. Call your home warranty to schedule a second opinion with another company." And just like that, with zero pride in fixing anything, they dusted their hands of me after it cost me a quick $285 out of my pocket. The best part is how they claimed their hands are tied by the home warranty on what they can do...and that in ***** years they've only seen ONE UNIT REPLACED!!! And went on to warn me that my home warranty to will just continue to nickel and dime me by dragging it out by "putting band aids on it until you finally replace it out of pocket". who says that? How unproffesional are these people? Is this legal? Make an effort and at least get a "band aid" on it to keep my family and pets cool in this Vegas triple digit desert heat. Air Pro Master couldn't even do that but are quick to trash a home warranty company instead. Absolute scumbag behavior. The lady on the phones parting advice was to just let Air Pro Masters replace the unit for me out of pocket with a 10% discount for having a home warranty. What a complete hustle. I'll be filing a complaint against American Home Shield as well. My contract has been paid into for nearly a decade without a claim and apparently after some research, they don't pay out either.On paper I'm covered for up to $15000

  

  Business response

  10/02/2024

  UNFORTUNATELY, UNIT WAS COOLING, JUST NOT TO DESIRED TEMPERATURE. HOME WARRANTY WILL NOT REPLACE FOR THAT REASON, WE WILL REFUND $185 FOR THE LB OF FREON. 

  Customer response

  10/04/2024

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

  I'm happy with my refund and the managers call to apologize. But the verbage used in notes such as "unit was cooling, just not to desired temperature" is misleading. My house was 92F..... Other notations sent to home warranty were "no mechanical failures were found, in our eyes the job is complete". Yet ... My family, pets, and I were baking at 92F.... For 3 weeks during a Vegas summer!!! Disappointing experience overall.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a water pressure issue in my whole house and my home warranty chose Airpro to fix the problem. The technician came to my house and determined the problem was the water regulator. I paid $250 to get it fixed and the same repairman returns to install it. After he finished, he told us that it was the city's problem now and when I asked him to elaborate he said the city wasn't giving us enough water. He left without checking the pressure so I checked and it was the exact same. I called our water district after this and they informed me that everything on their end was normal and there was no leakage on the property. They told us that water softners often cause water pressure issues and guided us to fix the problem. We called Airpro again to tell them what happened and request a refund since that is what our home warranty had told us to do. I called them EVERY DAY FOR A OVER A WHOLE WEEK for the refund but they always said "call me in 20 minutes" or "my manager will call you in the morning" or "call us tomorrow at 8 am." They are refusing me my refund. To me it is clear that they are waiting for the refund period to expire. The screenshots below show the receipt, the messages from my home warranty, and call logs of me calling both of their numbers.

  

  Business response

  01/18/2024

  The manager has tried to contact the customer twice to speak with her about giving her her refund. She does not answer when he calls. When she does call back, it is after hours when the manager is no longer in the office.

  Customer response

  01/19/2024

   
  Complaint: 21161141
  
  I am rejecting this response because I was at work when they tried to call me around 2:30 and 3:00.
  I called them today after work for my refund. She said my manager isn't available because it is after hours. I get off from work at 4pm. She said their business hours are from 8-1. I will call them tomorrow and update you on their response. For your information I called them 2 to 3 times at 8am before and no one picked up.

  Sincerely,

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

  Customer response

  01/20/2024

  I called them at 11:52am today and talked to the receptionist ****** who told me that her general manager would call me. I waited an hour and called back around 12:50. No one picked up my phone call and I left a message. It is now after hours. I have recordings that can prove this if needed but I am having a hard time submiting them. If you need the recordings please guide me on how to submit them. It is clear to me that they are refusing me my refund. 

  

  Business response

  02/13/2024

  We installed a PRV here. There was a pipe mod necessary and the home warranty did not cover for it. The customer said she had a different company come out and do something to her water filtration as well, but we were never provided any documentation. We had a hard time getting a hold of the customer, she would either call when the manager was out or after hours, and when we would return her calls she would be at work or unavailable. 

  We did refund the $250 back to the customer today due to no contact so that we can resolve this matter quickly.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am an 80 year old disabled combat veteran military retiree with no hot water in my house for over a week. My water heater has been broken since Jan 30 when I contacted American Home Shield for repairs and they assigned Air Pro Master LLC to make the repairs . On Jan 2 an Air Pro Master LLC tech came to my home and looked at my water heater. Air Pro Master then reported to AHS that my water heater was not in code and needed to be replaced with an expansion tank at an out of pocket expense to me of $705. I have lived in this home for 22 years and have had two hot water heaters replaced in the past. I was never told I required an expansion tank. I did not agree and called my ************************** ** ******************* and was told my home did not require an expansion tank. I also called the ************ ***************** and again asked if my home required an expansion tank. Again the answer was no. They suggested I contact another company that provided free estimates to come to my home. On Jan 3 ************ came to my home and their tech also agreed I do not need an expansion tank. So I cannot have hot water until I pay this $705.

  

  Business response

  01/26/2024

  Expansion tanks are recommended by the water heater manufacturer. Often times warranties on the water heater are denied because an expansion tank was not added. In previous years we have also failed inspections because an expansion tank was not added.

  The original non covered fees were $705, including the expansion tank, permit, inspection, drain pan, flue pipe modification ,and a temperature and pressure line modification. We even offered to lower it to $400 (the expansion tank was only $250, and we discounted it even further to try to help the customer out). Customer refused. We then even offered to lower the price to $150.  The customer decided to wait for their home warranty to determine if they would cover even more of the out of pocket expense, and, in this case, at the end the customer paid $0 out of pocket. The home warranty covered the the entire install, including the expansion tank. 

  Customer response

  01/29/2024

   
  Complaint: 21112129
  
  I am rejecting this response because: Both the ************************** ************* and the *************** ***************** stated I did not need an expansion tank. I have had two water heaters replaced in the past with never a mention of requiring an expansion tank. Two other plumbing contractors came to my house and also stated I did not need an expansion tank. They also stated there was no need to replace the flue or the pressure valve line, or the drain pan. I also had already obtained a building permit for $42.00 but they wanted to charge me $150 for a second building permit. I contacted ************************* Headquarters who investigated the extra charges. They determined I did not need these extra items and instructed Air Pro Masters to replace the water heater. They did pay Air Pro Masters some amount of money, I am not aware of the amount, because I had been waiting for the new hot water heater for over a week. Air Pro Master did offer to reduce the amount to $400 after I sent them a copy of the building permit. Never was I offered $150. IMPORTANT: It is important to note when their own Air Pro tech came to install the water heater he also stated I did not need a new flue and used the existing flue, also he said there was nothing wrong with the pressure relief line and used the one installed, and also said there was nothing wrong with the drain pan and did not replace it. So all these extra charges went away but I bet they still billed American Home Shield for these items. This was an attempt to rip off an 80 year old combat disabled senior citizen with bogus charges for items that were not needed. I do not to see any other senior citizens cheated in this manner. I had to do without hot water for almost two weeks. I am thinking that they thought I would give up and pay in order to have hot water but I refused to be cheated in this manner. I am reporting this to American Home Shield. I should be awarded punitive damages for not having hot water for over a week. This business needs to have their license revoked.
  
  Sincerely,
  
  *****************

  

  Business response

  02/13/2024

  The water heater was installed and the job is completed. The customer said their requested resolution was for the water heater to be installed without any charges, and they got the entire water heater at no charge

  

  Business response

  02/14/2024

  Date Sent: 2/13/2024 4:22:41 PM
  The water heater was installed and the job is completed. The customer said their requested resolution was for the water heater to be installed without any charges, and they got the entire water heater at no charge

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  THESE PEOPLE ARE A COMPLETE JOKE!!!I had the extreme misfortune of being assigned to Air Pro Master by my home warranty company for a toilet that just kept running. The long and the short of it is, after three visits, I can't count how many calls, my toilet is not only not fixed, and after he made a mess in the bathroom, the plumber left me without the water turned back on. There is just a trickle from the faucets. They sent the plumber back. He was here for 60 seconds and all he did was replace the cover to the water meter which he left off. Office said he would come back. He didn't. They said they would call me back. They didn't. This is the beginning of the holiday weekend.

  Customer response

  01/18/2024

  This is now resolved.  Kindly dismiss this case.  

  

  Business response

  01/18/2024

  I have submitted a screenshot of ******************** stating he has closed the BBB complaint. He was given a $200 check for all of his troubles. 

  Customer response

  01/19/2024

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

  Consumer

  Most Recent Message

  Date Sent: 1/18/2024 3:13:42 PM
  This is now resolved.  Kindly dismiss this case.  

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

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We are requesting that Air Pro Master complete the issues that were reported to American Home Shield Warranty immediately:Leak in laundry room (technician dispatched on 11/3/2023)Leak in Kitchen (technician dispatched on 11/8-9/2023)Your technicians created openings in the walls and you have failed to complete any/all repairs. Furthermore, we were informed that one of your technicians dispatched on 11/8-9/2023 is no longer employed by the company. Air Pro Master's failure to complete the repairs you were contracted to do per American Home Shield Warranty has created frustration, tension and emotional distress on our family. We have been more than patient and cooperative during this entire process but it has now escalated to the point of filing complaints with American Home Shield, in addition to considerations with the Better Business Bureau and taking legal action. We are not mold experts and I may have misunderstood and taken out of context what was actually being stated at the time. You are now requiring us to spend additional money and resources we don't have in order for the repairs to be completed. Nothing has been done for well over a month and you have created openings in the wall thus exposing more damages. We are requesting that you send a senior or master technician to complete the repairs which should have been completed over 3-4 weeks ago. In lieu of the inconvenience, we are also asking that you waive the repair fees of $665 due to the substantial delays. On several occasions we have contacted you and left messages to know avail. You seem to have placed this on the back burner and obviously don't consider it a priority!

  

  Business response

  01/02/2024

  I have Spoken to Customer about the issues that occurred and we came to the agreement that in order for us to make him whole again we would need to reimburse him the $100 that he paid to his home warranty company. That check is being placed in the mail today. In the attachments it shows the conversation we had and the conclusion of me mailing him the $100 check. 

  Customer response

  01/09/2024

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

  ***Received email from the consumer:

  From: G ***** <******************>
  Date: Tue, Jan 9, **** at 12:08 PM
  Subject: Re: You have a New Message from BBB Serving *************** Complaint #********
  To: Better Business Bureau <**********************************>

   

  I am unable to access or leave feedback.  *********** still fails to provide a resolution.  I was told they were mailing me a check on Tuesday, January 2.  To date, I have not received reimbursement!

  
  

  Respectfully,

  
  

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

  
  
  

  Customer response

  01/29/2024

  I am satisfied with the resolution.  All that remains to be completed is resealing the wall.  ******** has agreed to complete free of charge!

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/28/2023 $32,000 I have not paid the company yet. I took out a loan, thru their company, but they haven't given me access to the account.This coincides with my complaint against my warranty company, that I also filed with you.Teron, employee of Blue diamond/Air Pro Master, lied to my warranty company about roots causing the cracks to my sewer pipe, in order to get the contract. He told them to deny the claim. According to the warranty company, he did not place a camera down my sewer. However, he did place a camera down my sewer, and I watched. There were no roots anywhere near my house. We discussed the fact that the roots did not cause any cracks. ***** convinced me that the warranty company would only pay $500.He also told me that he had a crew that would do the concrete, tile, and drywall, and it wouldn't cost me anything; my homeowners insurance would cover it. He asked me who I had, and he replied that "they're a good company, they'll cover to put it back together. You just have to tell them the right thing " He wouldn't tell me what that was, though.He was wrong! My homeowners insurance doesn't cover it. I'm now at $7K to get my house back together.My attemps to speak with the owner have gone unanswered. I don't know if he has gotten the messages or not, which is why I'm resorting to the BBB. *****, his coworker at Blue Diamond who works in the office, and Air Pro Master, took advantage of a senior citizen, and a disabled veteran. Had Teron not lied to First American Home Warranty, about roots causing cracks under my house, who knows what direction this whole debacle would have taken.Had he not lied about having someone taking care of putting my house back together, I would have had time to get bids and have less stress.

  

  Business response

  12/07/2023

  The customer is complaining that we did not fix the flooring/concrete. I have attached the invoice that she signed that states we are not responsible for the rough patch or reconstruction after the work is finished. It also mentions we are not responsible for the buildback of the cabinets.

  I have photos of the roots that were in her pipes, which I have attached. We did not tell the warranty  to deny to the claim, we send over our diagnosis with pictures and the home warranty then tells us whether or not they are denying the claim. Her issue is with the home warranty company.

  The customer also mentioned she did not get a response when asking to meet the owner (which she did not explain why she wanted to meet him, or what was to be discussed). I have also attached the text message that was sent to the customer where we stated that the owner is out of town this week, but when he gets back in town next week we will have him reach out to her.

  Customer response

  12/10/2023

   
  Complaint: 20973375
  
  I am rejecting this response because:the response is not entirely accurate. 

  I'm not complaining that your company didn't do the finish work. *****, on his own, as your representative, told me that he had a company that would do it all. He also told me he would be present when my home insurance came so that the correct words were used, so they would cover putting it back together. He wasn't available and he wouldn't really tell me what to say, other than there was a blockage. Which there wasn't. 

  I could not get a detailed invoice  until I signed that the job was complete and I owed $32k even though you wouldn't make it a detailed invoice and I was threatened with an immediate lean on my home if I didn't sign. 

  A normal invoice indicates how much pipe is being used, how many connectors, elbows, 6", etc. Yours had none of that. No detail. No way to keep control of inventory. Questionable.

  According to the warranty company you didn't send any pictures.  Blue Diamond wasn't authorized to use a camera when he came over to give a 2nd opinion. And up to the last time I spoke to First American (some time in Dec), there still wasn't a 2nd report from Teron, that included pictures because, according to them, he never came back to my home with a camera. So I don't know what you're even talking about concerning sending them pictures. 

  About the pictures.  Those pictures are of pipes thar are beyond 4 ft and up to, probably 8 ft, away from the house and have nothing to do with First American.  They aren't responsible for them and they're too far away from my house to have cause any damage to the pipes under my house.

  None of the reports from the Technicians state that "roots cause the cracks in the sewer pipe" nor do they state that 'roots are in the pipes under the house."

  All of the cracks on the pipes under the house are clearly caused from rust from old age, which ***** stated to me (which means nothing since he stated the opposite to you).

  There is proof that he didn't look at the pipes on his first trip , but still gave a report as if he had. He told first American he wouldnt go back a 2nd time but he did. He told First American the roots caused cracks, but he told me they didn't, and I saw that the roots were way too far away to cause any damage.
  Sincerely,
  
  ***************************************

  Customer response

  12/10/2023

  *******, at Air Pro Master offered to cut me a check for $1000 so I would sign, indicating the job was done and I owed $32000, then threatened to put a lean on my home if I didn't; knowing I'm 60, ill, a veteran and vulnerable. 

  

  Business response

  01/08/2024

  We did all the requested work at the property. The home warranty does not cover the work, which is why the customer decided to get a loan and pay for the work out of pocket.
  The customer was aware of the scope of work. She signed the estimate and signed loan documents. After the work was done, she refused to sign the invoice (our invoice, not the loan docs-those were already signed by her). We spoke over the phone and explained to her again that the home warranty was not going to cover any of the job (and even if they were to pay something towards it, their max ****** is $500-$1000). In order to keep her satisfied, we did offer her a check for $1000, which she declined. She said she would not let funding go through on the loan and that she would not sign any invoice;  so we did say if we did not get paid we would place a lien on her home, to which she immediately responded that she would sign the invoice and the only reason that she didnt want to sign in the first place was because she said she couldnt see what she was signing. I emailed her a copy so that she could clearly see what she was signing for, she said that that would suffice. I offered the check again, which she declined again, and when we got off the phone everything seemed to be resolved.
  Our invoices do not state the exact number of elbows,fittings, connections, etc. We bid out the entire job, we did not sperate materials and labor.
  We were actually the second opinion for this job. Another company came out first, and quoted the customer $37,500 to do the same job. We did the job for $5500 less than them, so in no way were we trying to take advantage of her. 

  Customer response

  01/10/2024

  I would just like to reiterate that I had no problem with the work.

  My complaint was that I found out, after the job was almost complete, that ***** told my warranty company that the cracks in my sewer pipe were caused by roots. 

  I just wanted the plumbing company to tell the warranty company that the cracks were caused by normal wear and tear. Which is the truth.

  Thank you

   

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a heater inspection done through my home warrenty company (American home shield), they subcontracted air pro masters to do the inspection. The technician *********************** did the inspection. When he was done, he told me absolutely do not use my unit. To immediately call my home warranty company and put a request in and ask for him personally (***********************) to replace the capacitor because my capacitor does not work. My wife came home and turned on the A/C, and it did not work. When it all worked fine before the inspection

  

  Business response

  11/06/2023

  We were at the customers home for a routine preventative maintenance work order that was assigned to us through his ********************* (American Home Shield) on 10/23/23. During these visits, we are to inspect the unit and make sure everything is working properly. We are specifically instructed by the Home Warranty that if anything needs to be repaired/replaced, we are supposed to inform the customer to place a separate service work order through their home warranty, and we can then do repairs on that work order. Once repairs are done, we can then return to do the maintenance on the original work order if we were unable to complete it. When our tech arrived, he performed a heating maintenance on a 3T 410A Heat Pump ******* Package unit. He checked refrigerant levels and all major electrical components. The only concern was that the capacitor for the compressor was testing zero and needed to be replaced immediately to avoid break down. He informed the customer to not turn on the unit until he placed another work order with the home warranty, which the customer admits to, and, even though he was told not to turn it on until the home warranty assigned another work order,he did so anyways. The unit did not turn on. The customer then called our after-hours line stating that he wanted us to come out immediately and fix the unit. We informed him that per his home warranty he needed to put in another work order for service. He said he did not want to pay another fee and then said that we sabotaged his unit. We informed him again that he was told before leaving the property that the capacitor was bad, and we told him not to turn it on and to call his home warranty, which he disregarded. He then threatened to contact the BBB and the contractors board. After speaking with management, we decided that we were not going to let this escalate any further over a small part like a capacitor.We sent another technician out the same day, for free without having the customer pay anything for parts or labor or a service fee, and replaced the capacitor.After replacing the capacitor, the unit was up and running with a 20 degree split.
  The customers desired settlement in this complaint is repair, and we repaired the unit the same day and he is currently up and running.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/15 AirPro was discharged to my home via **************************** request at the cost of $100. 1st Technician was extremely rude and unprofessional, advised no mechanical issues, design flaw ( high ceilings) created AC to stop working. I notified AirPro of poor service; manager ***** came out same day, apologized and diagnosed issue as condenser replacement and promised to get everything remedied. AirPro never sent the Managers diagnosis to AHS prompting a second opinion call at the cost of another $100. Secondary A/C company found water in the **** system caused by A/C condensation leak. AirPro did not properly inspect, diagnose or follow through with promised resolution.

  Customer response

  09/04/2023

  The company returned and properly identified the problem and repaired the ** as required at no charge. This issue has been resolved to my satisfaction.

  

  Business response

  09/07/2023

   

  Air Pro Master works very hard to achieve 100% customer satisfaction, however some times we miss the ***** In this case it appears that ************** did not diagnosed the correct problem. As soon as I was made aware, I contacted ******* and assured her that we will take care of the situation and do what we can to make her happy. I just got off the phone with ******* and she has confirmed that not only is she happy, but she took the time to re write her review and gave us 4 Stars. 

  Air Pro Master is pleases with the outcome and we will continue to strive for 100% customer satisfaction. 

   

  Mang. ****************;

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My near 70 year oldgrandmother with disability taking care of a disabled child with ******** was told call back later after being asked it was an emergency. By far the most awful, cruel, uncompassionate people who have ever worked jobs in their lives. It has been 2 weeks nearly and they let an old woman suffer in a 90 degree house because they didnt have the part they ordered for a week and a half. Now we find out they ordered the wrong part and we have to wait for another part? What they said was broken wasnt even they issue. Just a bunch of people who like to steal from elder first genaration immigrant families who struggles to speak english well. If youre a minority youre a perfect target to be robbed. My poor grandmother giving 600$ thinking the work would actually get done. Disgusting behavior by this company in over 100 degree temperatures. How do you send multiple people out to do a job but never get it done? Thanks manager ********** for nothing

  Customer response

  08/04/2023

  My gradmother is *****************************

  

  Business response

  09/18/2023

  Air Pro Master *************** has made contact with Customer and is sced to meet at the house today 9/18 to attempt a resolution. APM will have a detailed response to follow

  Customer response

  09/19/2023

  Good afternoon, 

  I have spoken with *** the manager of Air Pro Mastery and have been working with their technician to resolve this issue. *** has offered to make repairs to unit free of cost (a total estimate of $1800) to reconcile with how their company handled the situation. My grandmother has agreed to allow AIr Pro Mastery to continue working with us and is very thankful for them reaching out. We are currently awaiting their technician to make further repairs once they have the necessary parts and time as they inspected the unit again yesterday. 

  Customer response

  09/19/2023

  If possible we would like to remove the complaint left and continue working with *** of Air Pro Mastery in getting out unit taken care of. We are trusting *** will assist us with the unit as well as repairs to the ceiling from the ac unit leaking. Please assist in closing this case or providing me with the next steps to take from here, thank you. 

• Initial Complaint

  07/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 6/26/2023, I engaged Air Pro Master and spoke with someone about the services on the marketing materials which included tune up including Free coil cleaning including talking about the booking by the expiration date and was confirmed that all services and the booking date were fine. Air Pro Master was to perform the aforementioned HVAC maintenance service at my residence *************************************** on 7/1/2023. However, upon arrival the technician he failed to complete the full scope of service requested and outlined on the marketing materials. After consultation with ******* after the inspection it was made clear that the coil cleaning, a crucial component of the service was not and wound not executed as promised in my phone appointment. This omission has left my HVAC system potentially compromised and in need of immediate attention. After speaking with **** the following week I was informed they would in fact NOT come and remedy the issue.

*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. ↩