ComplaintsforApple Air Conditioning & Heating

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The company provides a window and does not provide a technician, they also don't tell you that no technician is coming. Our unit has to be looked at every year we've had it and no resolution has been provided. I was promised an appt today, now the technician won't arrive until tomorrow

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had a tankless water heater installed on May 19th 2024 and I was charged for services not performed. Prior to installation of a tankless water heater I was given an estimate and this estimate included installation of a gas line from the gas meter to the tankless water heater which is approximately 40 feet away, the cost of the piping was 2-20ft pipes $1089.73 each with a total of $2179.46, and labor was approximately $500 for the installation of the piping. The gas line was never installed and a nearby gas line 2 ft away which feeds my furnace was used to feed gas to the water heater. On May 23rd I went to their Farmingdale location and spoke to a manager about my situation including a leak from the tankless water heater itself. The manager assured me that I would receive a refund for the services not performed and that he would send someone out the following Tuesday pertaining to the leak and that I would hear from him soon. I took off of work and no one showed up that Tuesday so I called asking what had happened and was not given a reason so I asked to speak to the manager and I was told I would receive a callback which I waited a week for and never happened so I called again and was told again that I would receive a callback.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Apple air completed an oil to gas conversion on 1/4/23. It was a 9hr ordeal that went into late evening hours. Same night I went into the boiler room with the tech, he stated he cleaned the floor. There was a vacuum and floor looked wet so I accepted that. Smell of oil permeated my entire house, I was told to open the windows. Smell never went away. The next day, smell was just as strong, went into boiler room and observed floor was still wet, which was odd, turns out it was Oil. Called Apple they came, cleaned it, but the oil kept seeping through the tile, they were going to get a contractor to remove the tiles (asbestos tile) and fix the issue, they never did. They damaged both my washer and dryer, they covered my water lines with caulk, there was an awful smell in the house and even worse when the heat was on, so I used space heaters last year. I asked to check for a gas leak, they came out and said there was no leak. On 3/18/23, national grid came out and found the leak right away, the tech smelled it upon entering my home on the first floor. The boiler is in the basement. I have tried to resolve this with Apple numerous times, they ignore my calls. I have text conversations and recorded convos in my house with Apple air saying that they will fix the issues, however they refuse to do so. After doing some research *** realized that this company does this to many people, however my situation couldve been deadly.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  2021 I used AppleAir to install a ductless air system . Part of the contract was a 2 year service. In 2022 I schedule a tuneup, the technician came, and if I was having any problems with the unit. I said no. He replied your system is fairly new, if youre not having any issues you are good and left. In January of 2023 I scheduled a tuneup online, few days later I received a call saying that I couldnt scheduled tuneups online, and that they needed to reschedule. While I was on the phone with the representative she asked if I wanted to extend my service contract, to which I replied that I was not going to extend. She told me the next appointment is not till March. I said ok. The day before the appointment I received a call from **** saying that they couldnt keep the appointment because they were overbooked! I told them that had taken half a day off too and I needed the tuneup as my contract will expire and I wanted the Service to be covered. He said we will cover the service since it wasnt your fault. He said our next appointment is June 29th, I said ok. (again, I took the afternoon off) and last night I received a call from ***** (from Apple air and said that they need to cancel my appointment because they are overbooked AGAIN! This is absolutely unacceptable, twice with the same excuses. And to top it all off, I was told that I would have to pay for the tuna up because my service contract expired! Which is true, however, had they kept the initial appointment in March, or the one for today, June ******* I would not have been in this situation! The company canceled their appointment twice. Appointments that were made months in advance, they have the nerve to call the night before the appointment and to say that I will be responsible for paying for the tuneup because the contract expired!! I made the appointment 6 months before the expiration. Shame on management for running a poor business with lack of communication and costumer service!I am still waiting to hear from management regarding this.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Please people don't get sucked in with the uniforms, and the trucks, they charged me over $1000.00 to install a ring doorbell, that's including membership, transformer (which they claim was malfunctioning from the doorbell, but when he left, he removed the transformer so there was no way to determine that was the issue. Please save your money, scam company.

  Business response

  10/30/2023

  8/8/2023 $421.00  They called because there doorbell is not working. We found ring with no power. We recommended running a new wire to it. They chose to re-feed from switch on opposite side of the door

  8/28/2023 - $0 What we were called for was to fix ring doorbell. What we found was there was no voltage at the transformer. What we recommend is changing out the transformer. What we did was change out the transformer.  When we did so the transformer got hot and burnt out.  What we recommend is  getting a new ring doorbell device and we can come back and install the transformer and device again.

  9/12/2023 CHARGED ****** & REFUNDED defective ring doorbell and transformer

  9/12/ 2023 ( Visit 2) No charge

  9/13/2023 $0 -  the transformer is burning up and causing the ring doorbell not to work.  The last door bell actually burned the back of the button. We also found that need to try another option. What we recommend is letting us do some research, talk to customer service, and come back to you with a new solution to make this work. What we did was replaced 24v transformer again.

  9/27/2023 - $0  Operations manager wen to customers home after talking to RING, re wired original wires and installed New ring door installed with new transformer. REFUNDED second CHARGES to the customer & left extra doorbell to customer. 

   

   

   

   

   

  Customer response

  10/30/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******************************
  
  
  
   
  
  

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The whole process started on April 13th, 2023 with my mother getting emailed estimates for their central air retrofit. They agreed to the estimate on June 9th, 2023. June 27th, 2023 is when a past due estimate got emailed. The issue being the install on June 13th, 2023 had gone horrible wrong. The work crews sent to do the job broke piping, didnt understand the scope of work, and did a sloppy job. Calls to leadership followed. Leadership listen to and was aware of co-workers suing foul language to each other and to the customers. The equipment installed wasnt done right and several teams had to come to try to fix the issues. The managers came with the crews and in the end stopped answering texts and calls. Its coming to this point because all attempts to repair have failed and all communication on the managers behalf has now ended. I am no longer getting answers or managers coming to resolve issues. The systems is running but may not be installed right. It leaves almost 90% humidity in the air and it is extremely uncomfortable in the house. The equipment sold to my elderly parents when I was away on vacation was sold as the insured best but the sales person then started insulting the equipment when the install team had many install problems. I have all pictures, videos, and documentation for theses issues. I tried to be nice and go through the company but when you go with the best equipment you deserve the best comfort. They were the highest of the three bids and they did a poor job. I have all names but left them out for now. I want to system fix or replaced. I also want compensation for all the days I needed to be there to supervise the work that was suppose to be done day on but took many days. They are trying to report to collection with blank paperwork and vulgar threats but most of the job is paid already. The unit isnt working properly and the customer is not satisfied. Promises were given and were not received. This is not right and reads like an scam.

  Business response

  11/21/2023

  We uphold the highest quality for our clients and are willing to make any corrections to ensure your satisfaction. Please let us know dates and times you will be available to walk the property with a manger and close this work out. 

  Customer response

  11/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  You cant walk the property and fix the issue when its winter and the issue is with a central air system. It should have been resolved when the system was installed over the summer not in the middle of the winter. You cant properly fix a central air issue in the winter it has to be done in the hot humid summer!

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Week of August 22, 2022 our central air leaked into bedroom. Called apple air, they came a week or so later. Tech they sent said it was a crack in our drip pan and that he ordered the part, they'd be in touch when it's in. We followed up for months being told it was backordered. In early April of 2023 I was told that they part was NEVER ordered and they wanted to come back to make sure it was even the right one. They sent a new tech who said the drip pan was fine but we needed a new coil (covered under our warranty). This new tech sent the order in, and again weeks go by with no update when we call asking. I don't have exact dates, but about 3-4 weeks after that tech came, I was told by **** the parts coordinator that they never ordered that part. We have called weekly and are still waiting on the part. **** has admitted to forgetting to follow up with the vendor. I've also dealt with ******, the parts manager who seemed like he'd be competent enough to get this solved but has also proved useless, no longer taking my calls or providing the updates he promised. We have no more faith or trust in this company, and just need this job completed since this has been going on for 10 months. They've said we'd get 30% off this service, but at this point I don't even feel like that's enough. They have wasted our time and our patience. We had to move our girls bedrooms around due to the lack of AC, our parents who provide our child care have had health issues because of the heat. This is hands down the absolute worst service and accountability we have ever received from any company. There's a good chance I've forgotten to include details because of who frustrated I get anytime I think about this experience. Please reach out to me if there is anything I can clarify.

  Business response

  06/16/2023

  The company dropped the ball on this customer's case. Poor communication between departments. Once the matter was escalated to different manager, the part was ordered. We have them on the schedule for today (6/16/2023) to make the part replacement. We will do everything in our power to get their AC system up and running properly.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired apple air for a yearly maintenance and the tech came to my house and told me my ac unit was old and can give me problems further down the line, which I have never had any problems with. So then he offered me to change my units for $11,300. I agreed Because I did not want to have to worry about ac problems on hot days. But which in hours after installation team left I started having problems. First it was a defected thermostat that they installed then it was the unit freezing up and not functioning properly. Techs came out again an tried to fix the issue but didnt seem to know whats wrong. Now for this season I called in regards to my machine freezing up still and no one seems to understand what to do. The units have to be defected or the installation was not done properly but what ever it is is extremely unfair to me to spend this kind of money for a faulty machine. And if they fix 1 part they say MAY be the problem but they are not sure. They tried to charge me for labor to fix a part they are unsure will even work. But my question is since my unit has been running on and off with this ongoing issue since day one, what else can be damanged? Or what else can get. A shorten life expectancy due to this either faulty machinery or bad installation job. As of right now the unit is under 1 year old but who knows what they are going to charge me 1 year from now or 2 years from now. So Ive tried to file a claim for a new installation to be done but Im still waiting to hear back from someone. They dont seem to care about the customers only the money. Paying this kind of money I do not want to have any issues or have technicians coming into my house every other day, missing work for them to not even know what is going on or be responsive. Thats the reason I chose a reliable company, well I thought was a reliable company. Now everyone I speak to excuse is oh Im new here so I dont know. Terrible customer service

  Business response

  06/13/2023

  The customer is not being charged any money for the repair. We went to their residence on 5/17/2023 and the part was ordered the following day on 5/18/2023. Unfortunately, we never received the part. What the customer needed was not in stock and was on back order. Once we received the necessary part, we returned to their residence on 6/12/2023 to complete the part repair.

  Customer response

  06/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   The part was changed out but that was not the problem because my unit still freezes. The technicians at this place seem like they dont know anything because what they changed was not the problem. Now how long do I have to wait for them to guess the problem. This is extremely unfair its getting hot out and Im 9 months pregnant having to deal with a faulty ac unit and no one seems to care. I want a whole new unit inside and out redone at this point something is defected and for this kind of money I shouldnt have to deal with this 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  06/15/2023

  We Installed the part on 6/12/2023. ************* called on 6/14/2023 at 6:49pm and booked an appointment for monday with our after hours services. 6/15/2023 @ 8am homeowner called into the office the customer service representative to offer same day services with a supervisor and homeowner said 6/15 (same day), 6/16(Following day) would not work for their schedule Monday would be the first available appointment.  When a system is so new and under the manufacture warranty  they requires certain steps to be taken before they replace the unit at no cost. When we were at the home the manufacture's technical support required us to change the **** We need to go back to the home and re call tech support and let them know their diagnosis was incorrect. 

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the summer of 2019 I hired Apple Air Conditioning to install a ductless AC system for approximately $10,000.As of June 25th, 2022 one of the three units (living room) ceased to function properly.I called the company at approximately 8 pm and was told that someone would call me back right away. Nobody called and no technician was available. At approximately 12pm on the 26th of June I called again and was told again there is no technician available and the earliest time someone could come would be 17 days from now.This is completely unacceptable for the amount of money I paid and completely unacceptable as a customer who has never missed a payment or had been late.**** from the answering service was not helpful and condescending. Further research and calling around to professionals has revealed the possibility that Apple Air Conditioning installed a faulty line system known to be problematic. That line system has apparently been discontinued. Either way, it is unacceptable to pay $10,000 and get no customer service and no help, and no rectification of the problem.

  Business response

  07/11/2022

  *** ***** called our afterhours booking line. That booking line is for emergency services for our contracted customers only. *** ***** does not pay for a membership. ***************** is when and entire house has no cooling or a unit was leaking. One of three units in the home was not working. ** ***** was offered Monday morning and he refused the appointment. *** ***** has been in contact with the service manager and all costs were waived to fix the unit. 

  Customer response

  07/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Firstly, my name is Mister ************************* not *** *****
  

  Just about everything in this response is inaccurate, misrepresented and overall bunk. I reject the businesses response and insist that they:

  (1) Maintain the appointment for Thursday July 14 and replace the defective, leaking copper line set they installed in 2019 at no cost, as was previously arranged with *************************** arrive punctually and complete the job with no further disturbance to my familys quality of life, and:

  (2) Fully reimburse me for the $1200 I spent with ***** Plumbing to recharge my system with refrigerant and test for leakages caused by their defective product.

  Again, Apple Air installed a defective system with a defective copper line set in 2019 and was paid $10,000 for this job. When our system stopped working on Saturday night, we called Apple Air immediately and was placed on several long holds. After being promised a call back that night, and then the next day, we received no call back. Text messages were sent saying that someone would respond Monday (2 days later) and they were again a NO a CALL NO SHOW. Copies of my phone bill, text messages and emails are available upon request. Subsequently, ************************** was involved after many calls and complaints, and seems to have the desire to rectify this issue.

  If the issue is not resolved to my satisfaction - expeditiously, I will pursue it in civil court.

   

   

   

   

   

   

  
  
  
  
  
   
  

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to you asking for your intervention in a consumer related matter. I am a homeowner in the **********************. My issue is as follows: I have a ductless Fujitsu air conditioning system in my home installed in July 2014. I have 8 ductless units. I purchase a warranty for the system at a cost of $383.00 every year. The company, Apple Heating and Air Conditioning, came to my home for the required annual tune up. I have never had a problem in the 8 years until recently. An evaluation was performed on March 28 of this year. The employee cleaned out the system, removing all the dust in the filters. A determination was made that 7 of the 8 units had mold and the particular issue was not covered by the warranty. They claim the system needed a part which costs $303.00 for each system totaling $2424.00. This is outrageous. I was never requested to pay this amount before. I believe this is an attempt to extort money.I really need your assistance in resolving this matter. I am disabled and no longer working. My son is asthmatic, and my other daughter has an auto-immune disorder. We need proper ventilation in the home and are a working-class struggling family. The company is in violation of their own policy. Please assist.

  Business response

  06/09/2022

  Our contracts include 1 10 point safety check and cleaning for each ductless unit. These cleanings are normally $165 dollars. During the 10 point safety check our technicians will check and wash filters, check all starting components, check refrigeration levels etc.. This type of visit is scheduled for ***** minutes. The cleaning that you are inquiring about is an in-depth chemical clean. During this type of cleaning the system will be disassembled and soaked in a solution. This type of cleaning takes approx. 45 - 60 minutes per evaporator head. Currently there are 8 evaporator heads in the home. This type of work a technician will be scheduled at your home all day. Because you have a service contract with Apple Air our the price you received is $303. Normally these cleanings are ******. Because of you are enrolled in our membership program you are receiving 20% off the cleanings. We do understand these cleanings are very costly, we have different payment options to accommodate your needs. 

*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. ↩