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:05/11/2025

  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 March 9. 2025 Air ax Heating and Cooling installed a new furnace in my house. I used Air max Heating and Cooling because my home warranty company ******** **** ****** contacted them to install my new furnace. I was told by Airmax that the out of pocket for me would be $3008.00 after ******** **** ****** paid $5000.00. The list is $550 for new oil line, $385 for new electric, $315 to bring up to code, $208 new filter housing, $310 for carbon monoxide detector, $295 for new drain line, $550 for new flue vent and $550 for all other modifications. The problem is I didn't get any of that except for the installer took $310 off for the carbon dioxide detector. That left me paying $2698.00. I didn't get a new oil line (they used same line I already had) , I didn't get new electric (they simply unplugged old furnace and plugged into new furnace). No upgrade to code at all. No new filter housing ( they took it with them because they simply used my old one from old furnace), No new drain line because our furnace didn't have a drain line anyway only our air conditioner does. They did add a part to our flue vent but our flue vent was not replaced, there were no modifications costing g $550.00. I called Air max for a refund and instead of trying to help ***. stated that no where was it stated that all those parts would be new and I said I do wasn't to pay for something I didn't receive. She absolutely said to me that I wasn't getting any money back. She said she was turning me in to ******** **** ****** too. I said go ahead. We hung up and I called ******** **** ****** to let them know what was happening. The employee at ******* **** agreed with me that all parts are to be new and all listed parts are to be done. The emp!oyee at ******** **** ****** put me on hold and called Airmax. After talking to J... at Air max she got back on line with me and she was annoyed because Airmax told her the same thing that there would be no refund.

  

  Business Response

  Date: 05/13/2025

  We were contracted through the home warranty they make all final decisions on claim when replacement cost is submitted , we are not privy to the policy nor how they break the total cost down that the home owner owes. The homeowner signed approval for all costs prior to service with the home warranty and our company. The price was discounted for operating CO detectors no further discounts can be applied.

  Customer Answer

  Date: 05/22/2025

  ******* submits to American Home Shield the costs break down. What ******* submitted to warranty company was approved with the intention of ******* completing the list of additional charges. Yes Air Max technician took off charge for carbon dioxide detector because we had one. The filter housing the tech took with him because he said we didn't need. The cost I was charged for that was $208! I don't even have it! The cost for upgrade to code for ******************** was $315! We didn't get updated to code! I will state again NO NEW ELECTRIC installed $385. Unplugged old furnace plugged in new furnace. Im still same drain line for $295. Plus other modifications which are just modifications $550. As for the signed contract, which was an email quote that I had to APPROVE before they would install a new furnace! And we needed heat! I approved because I thought and trusted they would do everything they told me they would do. I want $1753 refunded. 

  

  Business Response

  Date: 05/28/2025

  We have reviewed the case thoroughly. All documentation has been previously sent.  The installation and all modifications were approved by the customer in writing prior to start of the job. The home warranty determined the amount based off the contract you hold with them, the modifications that are in question do not mean complete replacement  of said item it states modification of item and the electronic filter housing was a modification and was wired up for operation. While we regret that the customer is not fully satisfied , we believe our team acted in good faith and in line with our and the home warranties policies.
  

  Customer Answer

  Date: 06/03/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23316114
  
  I am rejecting this response because: I want my money refunded. That is a lie that the filter house was installed. I don't care I sent quote back saying approved. A contract goes both ways. They need to fulfill their end of the contract too. If they stated they only had to do modifications then why were their two additional charges for modifications? I am rejecting this because it's not the truth.
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:11/29/2024

  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.

  I file a claim with American Home Shield in April. My furnace was blowing cold air and was not properly heating the home. The furnace continued to blow cold air even when the thermostat was turned off. AirMax serviced it April 29, and said it was the Gas Valve internal failure due to natural wear and tear and gas line modification. I didn't use the heat much in May. In October I began experiencing the same problem, furnace blowing cold air, never turning off. I contacted American Home Shield again. They charged me$125 again because it was beyond 30 days. AirMax sent the same tech. He gave the very same diagnosis as his previous visit. Once the part arrived, AirMax scheduled me for service for Nov 21 but did not show or call. I contacted ***, they said that they had to confirmation for service on Nov 21. I contacted AirMax, they rescheduled me for the next day, Nov 22. They did something and we had heat for about 2 maybe 3 hours then exact same issue, bowing cold air. I called the same evening and left emergency message. I was out of town for a week and came back to the same problem. Now AirMax has scheduled me for Dec 2. It is 30 degrees in **********. I want AHS or AirMax to cover the cost if I have to call another company

  

  Business Response

  Date: 12/02/2024

  We have to follow the guidelines set forth by the home warranty. We did install gas valve in April the part was faulty from the manufacture, we replaced the part and unit was operational. Now that you have returned form out of town we have you on for our next available appointment to see what is going on with the unit appointment time 11-3 Dec 2nd.

• Initial Complaint

  Date:07/08/2024

  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.

  My.
  central air unit went out, I contacted ******** **** ****** (652234748) within 2 days a claim was filed invoice number ***** for Air Max. Service guy comes out 6/14/24 I, inform him its a strong sweet smell in the home. service guy informs me I, have a leak, he did not do a leak test and my invoice states lbs r-22 $244.80 plus $100.00 service charge. Well he added the lb freon, (system went out again.) Airmax is closed on the weekend so I.can only leave a message. Well since they didnt reach out to me come monday morning, I finally reached out to them. Of course we are booked for a week out. So day 10 zero air. Filing a claim is easy getting help for a mess up is the hard part. So throughout the 4th of july with visiting family zero air. AirMax shows 7/5/24 Jason for 40min tops you have a leak, I dont know were but the freon that previously was paid for leaked out. Jason does not contact homeshield he leaves and says well take a video if anything happens. It will take 48 hours for our resolution, Then I, recieve another invoice to sign on line for an additional $244,00 for the same problems that should have been handled on 6/14/24, total now is $584.80. air unit as of 07/08/24 still not running with Freon leak and smell. 10;48 am with kids and pets

  

  Business Response

  Date: 07/09/2024

  ..We were contracted by your home warranty to service your property. All non covered cost associated with any repairs are deemed by the home warranty. We are not privy to the policy that you hold with them. We did not collect a service fee you paid that directly to your home warranty. We have to follow all repair guidelines set forth by them.For any other issues for refund please contact your home warranty and your policy states you must pay for refrigerant it is not a covered item. *** policy states if the unit is not 3 lbs or more we are not approved to perform a leak search. Your unit was 1 lb low per guidelines we added refrigerant  and collected the fee. When we revisited the home,  poor air exchange over evaporator coil was failure , you declined the cost to repair/cleaning  ,your home warranty has completed the work with us. If you should have any further concerns please contact your home warranty.

  Customer Answer

  Date: 07/10/2024

  I did not deny services for AirMax to repair what’s needed for 6/14/24.  Look a on invoice.  Central air unit leaking.  Does not show any inspection for the leak nor any sealant for leak. The service guy just adds Freon.  I paid outta pocket with my credit card $244.80 $100.00 service fee and $4.80 credit card fee.  Air unit goes right back out.  Meanwhile Freon gas leaking inside the house you can smell it.   AirMax sends service guy out a entire week later 7/5/2024 for the same problem feron leak but now there demanding more money outta pocket see documents sent

  

  Business Response

  Date: 07/10/2024

  The home warranty has completed work order and reassigned per your
  request, any further communication you will need to contact them

  Customer Answer

  Date: 07/11/2024

  So the company came 6/14/24 only found a one  pound leak. So this is there excuse for not inspecting the unit.  And not contacting **** ****** for permission for a sealant.   So the unit goes out again.  They wait 7 days before a service guy comes out knowing of a Freon gas leak.  Only takes a day when receiving a new claim.  So Jason shows 7/5/24 for 30 mins.  While witnesses in my home says you have a leak I’m not sure we’re.   It’s going to take 48 hours to get a reply from Homeshield.  Being an inspector myself over 20 years.  I get the attached email.   What am I paying for I want a breakdown.   I never denied services.  I asked for a breakdown of what the additional charges are for.

• Initial Complaint

  Date:02/07/2023

  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.

  Airmax heating and cooling was contracted out by ******** **** ****** Warranty Company to service our furnace which was not putting out heat. When they tested the system it was written as “bad transformer” the two companies then failed to have urgency in getting us heat again every with temperatures outside dropping to single digits and below 0 with winds. We contracted an independent company who then found that it was a bad fuse not the transformer and Airmax had crossed the wiring in the transformer either when testing it or putting it back together which in result dried the entire low voltage system in the unit. This resulted in the entire electrical system having to be replaced at a cost of $1500 and resulted in myself having to be off work for a total of 26 hours with a loss of money of $850. The company was only concerned in if we still need the service completed. Did not offer any resolution and nor did the warranty company.

  

  Business Response

  Date: 02/07/2023

  We were contracted  to diagnose unit not operating per the homeowner's Home warranty we received work order  on 01/31/2023 at 6:04pm . We went to the home on 02/01/2023 12:00pm  to diagnose the unit the unit that was not operating. The diagnosis was  the transformer was not getting voltage and needed to be replaced we could do no further diagnosis of unit till transformer replacement was approved by home warranty . We then submitted failure to the home warranty for approval. We did not during this time unhook or rewire any items in furnace due to transformer failure as it is apart of the low voltage in the system. After receiving approval on 02/02 from authorization department at the home warranty, we immediately called homeowner to schedule the repair. At this time the homeowner stated they no longer needed service, we informed the home warranty of this and they completed at the work order with our Company as no current repairs were allowed to be made by homeowner to further diagnose any other issue with furnace.