Complaints

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought an air conditioner from the vendor in March 2023 for a property on **** ********** ***** for $4775. It works okay. There is problem with it's performance. However, after repeated attempts to get a copy of the warranty from the vendor, I've not gotten a copy. Perhaps the unit will function properly over its lifetime. I would like to have a copy of the warranty just in case.

  Customer response

  06/18/2024

  I was able to get a satisfactory response on my complaint from the vendor on this within the last hour. The warranty information I was looking for was included in the contract I have. They vendor does not send separate warranties. I am okay with this. I just wish someone could have said this months ago. Thanks for your help. You've speeded the response.    

  

  Business response

  06/19/2024

  Thank you for reaching out. Our team was able to help with this yesterday. I apologize for the misunderstanding.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/15/2024 at 10:59 pm On 4/16/2024 at 4:40 am AIRTRON, INC 937-258-2171 OH USA Hacked my account and stole my money. Evidently this was done to numerous individuals throughout the United States please investigate this company

  

  Business response

  05/15/2024

  May 15 ,2024
  Better Business Bureau
  Attn: ******** *. – Marketplace Services Coordinator
  15 West Fourth Street, Suite 300
  Dayton, OH 45402
  
              RE: Complaint ID ********
  Dear ******** **:
  I am in receipt of the correspondence issued to Airtron, Inc. (“Airtron”) by the Better Business Bureau of Dayton, Ohio (“BBB”) dated May 14, 2024, regarding the complaint filed by Ms. ****** ****** identified as Complaint ID ******** (“Complaint”).  Please accept this correspondence as Airtron’s response to the Complaint.
  With respect to the allegations contained in the Complaint, the charge of two-dollars ($2.00) listed on Ms. ******** payment card statement was not initiated by Airtron.  Based on the information Airtron has learned to date through its internal investigation, Ms. ******** payment card details were obtained by cyber criminals to process fraudulent transactions on an Airtron website.  Airtron personnel spoke directly to Ms. Schmid concerning this matter.  Airtron has worked diligently to resolve this issue.  Upon information and belief, Ms. Schmid has been refunded the charge of two-dollars ($2.00) to her payment card. 
  If BBB has any further questions, please feel free to contact me.
  Sincerely,
  ******* *******
  Airtron, Inc.
  Retail Operations Manager
  **********************

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Late December of 2022 we contracted airtron to do an installation of a furnace.They were supposed to secure a permit so that the city of Cincinnati could do an inspection To this day no inspection has been done.I have contacted them several times.The last was in December 2023.Each time they tell me there was some mistake made and promise Is my to put it through. We paid them in full and still no inspection.I need this resolved.My mom ******* ******* paid in full She passed in October of 2023.We need this resolved because the house will need to be sold.

  

  Business response

  04/01/2024

  Good Morning,

   

  I apologize for the miscommunication. I have our team working on this right now and they will reach out to you today to take care of this.

   

  Sincerely,

   

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

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a rough experience with *** at Airton this week. I had a tech come out to my property due to receiving two very high property bills for my brand new house. Keep in mind, I've not even stayed at this property yet. The tech explained that the heat pump was never connected to the actual unit. The tech recommended me to reach out to the company directly. I called and speak with ***, who should not be allowed to email customers (see attached unprofessional responses) and *** informs me that he will speak to his manager. The following day nothing from *** as promised, and nothing. I would really like to speak to the actual manager regarding this situation. ***'s behavior was unacceptable and beyond frustrating to receive considering the issue at hand. At this time, I would like by two bills paid in addition to February bill that has yet to arrive.

  

  Business response

  04/10/2024

  *** *****,
  I am sorry that you had a poor experience with our team. The manufacturer issue led to the abnormally high utility bills, which we were happy to send you compensation for your added expense. Unfortunately, our customer service representative, *******, let his emotions get the best of him also. We have counselled him on his unnecessary response, and I assure you that does not represent how we do business with our customers. Thank you for your feedback, as it will only help us improve and provide better experiences for other customers in the future.

  Thank you,

  **** ****

  General Manager

   

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August, our air conditioner started making noises. We turned it off and called Airtron, We have a service agreement in place. They could not find a record of it although they had been out to check and clean our furnace under that agreement. They reinstated it and included it in their visit to investigate the p***lem. The tech (*****) said the blade and capacitor had a p***lem. Parts were ordered with a 3 week delivery delay. We were called a week later and told parts were in. The approaching weather was going to be in the 90's, so we were delighted. ***** came back to install the parts. Parts included a new fan, capacitor and motor. ***** told us they did not fit, and since our unit was almost 18 years old, we would need a whole new air conditioner. I told him I would want to investigate further before putting one in. He told me he wasn't lying to me. This is what we needed. They could put one in right away. I was called by *** who had to check to find what size we needed in the records. He said it would be a 3 1/2 ton and they could put one in right away for $6500-$7000, depending which model I wanted. He also wanted to know if I wanted to replace my furnace too. Since it was gas and the air conditioner was electric, I have no idea why that would be necessary. I also told him I wanted to investigate this further. He told me slots were filling up quickly and if I wanted to get one in quickly, I needed to order soon. I had a good friend who was previously a heat/air man come out. He tested the equipment and determined the capacitor was not working. He took it to a parts shop. Since it was not bulging, he had them check it too. Not working. $40!!!!! to buy a new one. He installed it. No other parts needed. Air working perfectly. Difference between $6500-$7000 and $40. Either I was being lied to or they were incompetent. You decide. I won't deal with them again and will cancel my service agreement. Don't want them near my property.

  

  Business response

  10/09/2023

  ******,

   

  I would like to apologize for your recent experience with Airtron. My technicians pride themselves on being able to fix a problem rather than replace a system. The technician that you mentioned has never received a complaint for a misdiagnosis or for pressuring a sale, so this is definitely out of character for him. Hopefully the fix from your friend will be a long-term fix and not a Band-Aid. It is our professional opinion to look at replacements rather than repair on systems of that age more times than not. But we would certainly go any direction you'd like. We can get your contract cancelled for you. I will have a person on my team reach out to you to walk through all those steps. We hate to lose you as a customer. If you'd like to discuss further, please let me know and I will help in any way that I can.

  Sincerely,

   

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

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recently airtron installed a heating and airing unit at my house. Upon completion the employee started going over how to operate the system to me. He also was telling me how nice it was that I had Lights under there to where they were able to see the work that most places with crawl space didn't have lights. At that time I had to explain the reason I had put those lights under there was so I could put heat bulbs to keep my water pipes from freezing during the winter. He stayed at that they had moved one of the lights to make the runs and if I would don't put a heat lamp in that because it's really close to the flex duct and he was concerned it may melt it . At the time I didn't think it was going to be a big deal leaving one heat bulb out of the light fixtures however a few days later I had went under the crawl space the prime my water pump at which time I noticed they had run their ductwork parallel to my strand of Lights which I will not be able to put any heat bulbs in any of them to prevent my pipes from freezing during the winter . I reached out to ******* ****** with airtron and he checked the specs on the flex dock to see what kind of heat it can endure . During our phone conversation he said it would melt the flex duct . At this point I had explained then it needed to be moved because those were existing lights those weren't something that was put up after they had ran the ductwork . He said I should have brought it to their attention that I was going to put heat lamps in them light fixtures . In that case they should have told me what route they were running and I would explain that they couldn't have ran it at that route . He said the only way they would move that ductwork is if they charged me which I don't see right .

  

  Business response

  11/02/2022

  During the initial discussion with the customer, our salesman asked for drawings of his new home so that he could provide an accurate estimate. The customer refused to send drawings because he stated that they were not accurate. My salesman tried to give an estimate based on the customers requests and he was met with insults and inappropriate text messages. I decided to go and visit the job site and talk in person as well as provide an estimate. During the walk through, no mention was ever made about heat lamps or areas where we could not run our ductwork. We discussed that the ductwork would need to go in the crawl space and the locations of each supply. During this walk through I took videos of the crawl space and there is no evidence of heat lamps or heat lamp locations. When we came out to do the installation, the ductwork was discussed with the customer, and again no mention was made of the heat lamps. After the job was complete the customer had unopened boxes that he wanted to show my installer before he left. These were his heat lamps. When we were finally finished, the customer had signed off on the paperwork, then he made mention of the heat lamps. I tried to have a reasonable discussion over the phone. I was cussed at and hung up on. I stated that we would move the ductwork for a cost, and offered to split the cost with the customer. This was not received well. I will not credit $1000 back, but I am still willing to move the ductwork for a discounted cost.

  Customer response

  11/08/2022

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

  Customer response

  11/09/2022

  The reason I'm rejecting the company offer is because it's their negligence granite they did originally ask me for ****** but when I had explained that there was no ****** on the new constructed home he said he would have *** come out and evaluate the site. ******* ******* is right when he said I signed off but I signed off on them going over the operation aspect of the units I would not have a clue on what's proper and what's not proper as far as the insulation. This is why I contacted him once I saw that the flex duct was ran parallel with the strand of lights that was in the crawl space . And as far as cussing and going back and forth with the original guy that contacted me about coming out ******* ******* is wrong if I have to I will submit the texts I saved them ******* . There is not one cuss word . Explain this to me ******* why didn't your technicians complete the job I was painting this weekend and when I was in the laundry room painting the ceiling I seen where they didn't complete screwing the duck return down where the tabs were there's only one screw in it and the other screws are laying up on top so that's incomplete which I want done see attached .I you're right I did hang up on you ******* ******* and this is the very reason why I didn't want to argue back and forth so do what's right and get out here and move that ductwork . At this point I have not put a review in but if this is not taking care of I will and it's not going to be a pleasant review and one that will lose you business. Plus your technicians didn't clean your mess up in the crawl space like they told me they did they're screws Lane about and zip ties. Should I submit pictures of that too?

  Customer response

  11/09/2022

  Please add this to the earlier portion of my complaint on ID ******** . If they would have submitted me ****** of the route they intended to take with the flex duct work I would have let them know right then that they were going to be an issue .

  

  Business response

  11/29/2022

  1. Our company was not negligent in any way. We performed all of the work that we were contracted to do. It was approved and signed off on by our company and the customer at the completion of the work.

  2. We did request prints multiple times during the sales process, and we were rejected each time. Mr. ****** stated that the prints were not accurate due to changes made in the field that were not changed on the prints. I am not sure why he is stating that there are no prints for his home now. Certainly, he would have needed some sort of drawings to receive permits, estimates, etc.

  3. Our installer and install manager discussed all aspects of our installation beforehand, and then confirmed at the end.

  4. Mr. ****** was rude to my salesman via texts, which we have those messages saved as well. Mr. ****** did use inappropriate language with myself on the phone and hung up on me.

  5. We will not be back out to move ductwork that was discussed, agreed upon, approved, and signed off on by all parties involved. We will not pay someone else to move the duct work.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/14/22 airtron technician ****** installs the whole home humidifier and iwave. The humidifier doesn't turn on at night. 10/15/22 the whole home humidifier doesn't have any power to the unit! The unit is not powered on at all!! I want a full refund, $1475 immediately, the unit removed from my home and my return duct and water line repaired immediately. This business stole from us while trying to make our home better and profited from installing a non-operational whole house humidifier.

  

  Business response

  10/18/2022

  I want to apologize for you initial experience with your new equipment. We sent one of our senior technicians out today as well as one of my service managers Seth. From my understanding, we were able to explain everything more in depth as far as the operation of the equipment goes. I am under the impression that you are satisfied with your purchase and Airtron. If I am incorrect with any of this please let me know and I will reach out personally to make sure that we meet your expectations. Thank you.

   

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

• Initial Complaint

  01/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We recently bought a home that had a heat pump which ran about 90% of the time. Because it did not seem right to me that it should run with that frequency I decided to contact the Milford, OH Home Depot (reseller of Airtron Svcs) to determine whether I needed a service call. They directed me to *** ******* with Airtron. Joe came out and looked at my thermostat and told me I needed a new system. The new system was installed but it also ran with the same frequency as the previous system. I complained the next day to Home Depot. A few days later Joe came out with two service technicians. During my conversation with them they indicated that it is common knowledge that heat pumps run about 90% of the time which is considered optimum efficiency. Despite this, the technicians did change the run-time frequency to something that is acceptable to us. To me this meant that Joe sold me a system that I did not need since my only complaint-ever was that the system ran too frequently. ********** ******* ****** ** ********* **** ****** ** **** ******* ** ************

  Customer response

  02/04/2022

  ***Document Attached***
  The first attachment is the December and January Duke Energy bills. We purchase this energy efficient system (Seasonal energy efficiency ratio 16) on December 6, 2021. For the Dec. 1-Jan 4 (34 days) 2,924 kWh were used totaling a bill of $287.10 For the Jan.4-Feb 2 (29 days) 4,728 kWh were used totaling a bill of $447.14. Almost double the amount of kWh used.
  The second attachment is the Duke Energy bills from the month before we purchased the system and the month after we purchased the system. There is a difference of 10 cents. Our previous system was a Seasonal energy efficiency ratio 10(SEER 10) The new system was said to be a SEER 16. All the more evidence to show that we were sold a system that we did not need nor is not showing to be more energy efficient. We were sold a SEER 16 from having a SEER 10 with only a 10 cent difference.
  This is further evidence that *** ******* with Airtron sold me a system that both was not needed and shows to be no more energy efficient than what we had. Taking into account my current situation with the double the amount of electric needed to heat our home plus the fact that the evidence provided clearly shows that we were sold a unit that we did not need nor is more efficient as *** ******* stated prior to the purchase. I am changing my response to what I would accept as a acceptable resolution to having the entire bill cancelled out with a zero balance for the purchase of this heating system. Please acknowledge that this additional information will be included with our complaint.
  
  See Attachment/File: Duke Energy bills

  Customer response

  02/06/2022

  ***Document Attached***
  Attached is the actual highs/lows for the month of November 2021 and December 2021. The third page shows that December 2021 average temperatures were HIGHER than November 2021 average temperatures! Further evidence that we were sold a system that we did NOT need nor is more energy efficient.
  See Attachment/File: NovDec weather.pdf

  

  Business response

  03/07/2022

  Mr. ******, We are sorry that you are unhappy with the purchase of your new HVAC system. We are/were willing to make changes/upgrades to the system so that you are/were happy with the installation and efficiency. You were made aware of the product specifications as well as the price of the system at the time of purchase. Our Salesman, a technician and manager all came out after the fact and discussed your concerns with you, and when they left your property, we were under the impression that your questions had been answered and your concerns were addressed. With that being said; a discount for a system that was installed correctly, and running properly is not a appropriate. Providing a discount will not make you more satisfied with your purchase. If you would like to discuss making changes or upgrades to your current system feel free to contact me and I am more than happy to help.

  Customer response

  03/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  If the representative from Airtron who responded to this complaint is the same "Ron" that the manager, ********, at the Milford Home Depot indicated was the representative with whom I was to speak to, let the reader of this complaint know that I called "Ron" once, and I called Milford HD once and asked ******** to have him to return my call. I then visited the Milford HD twice to speak to Ron. The last time that I visited the Milford HD, according to HD Milford, Manager, Jennifer, Ron was in the back of the building but would not come to the front to speak with me who seems to possibly have an office? At home depot. Incidentally, the relationship between Home Depot and Airtron is curious to me. I thought that I could count on Home Depot as a referral source to give me some sort of assurance of customer satisfaction, but I was/am wrong.
  
  The reader of this response should also know that Airtron's representative to the BBB had to be contacted multiple times, and finally sent notice via certified mail that they would lose their BBB Accreditation if they didn't provide us with a late, incongruent excuse for their lies about their deficient system by March 8.
  
  Regardless, let the reader of this complaint know that I sent Airtron's BBB contact, factual evidence that their system was no better than the 14 year old system that was replaced by providing them a copy of our Duke Energy bills; Nov 2021, one month before the install, and Dec 2021, one month after, with the daily temperature average almost identical for both months. If you doubt me, please consider looking it up yourself. Airtron would have probably gotten away with their deceit had these consecutive months not been almost identical in the daily, and night-time average temperatures.
  
  Because we have multiple complaints on many fronts about Airtron's company representative, sales rep, and their system, the evidence that I gathered and sent to Airtron's representative to the BBB should have understood that this evidence could not have been known until, at minimum, one month after their sales rep left our house because Duke Energy generates their bills monthly. Because of this, anybody would have known that the efficiency of the three-day old system (the time of the sales rep post-installation visit) could not have been known at that time, and makes me wonder if Airtron's representative to the BBB even read our complaint at all.
  
  The response from Airtron's representative is unacceptable because they do not seem to understand what I now understand; that it is possible for Airtron to "correctly install" a deficient system.
  
  Further, I do not accept the notion that asking for a discount is unacceptable. For what else should I ask? For you to send your technicians to my home again, and give you another opportunity to further aggravate the situation by "upgrading" it? Why was it not enough to have replaced the original, 14yr old, SEAR 10 system with a new, "more efficient" SEAR 16 from Airtron not really an upgrade (as you suggest as your solution) ? Does it need to be upgraded again? Is it unreasonable to think this way when you seem to have no interest in being accountable? Is it unreasonable for me to think this when I read of the other complaints where you have left unsatisfied customers without heat? Would you prefer that I ask that you come out and de-install it?
  
  Your "response" to our complaint is unacceptable as it is without the merit of sincerity. I ask the BBB, what is the next step for us?
  
  Respectfully.
  
  

  Customer response

  03/23/2022

   
  Complaint: 16881245
  
  I am rejecting this response 

  
  No. We want a full refund.

  
  We do not trust Airtron’s ethics or capabilities because:

  
  1)**We were sold a system that we did not need**

  2)Your sales rep told us that the new SEAR 16 system would provide us with more efficiency over our 14 yr. old system which we have proven to be not true as per our providing Airtron with our Duke Energy bills that shows Kwh’s used in November 2021 (average daily temp of 51 degrees) prior to the install  and the kwh’s used in December 2021 (average daily temp of 52 degrees) with the same  Kwh’s used  after the install were nearly identical with a price difference in our bill of 10 cents which is  proof that your system was no more efficient than our 14 yr. old, SEAR 10, existing system.  We have brought this data up with you on several responses and you choose not to acknowledge it due in part that it clearly proves our point. 

  3)Your sales rep that you rely on so strategically for the “facts” seems to be the only source of information that you are using to validate your position, in lieu of speaking with me directly, or even considering hard evidence, left our house without me knowing it as I was distracted from speaking to your two techs that were there at the same time.
  Did your sales rep forget to tell you that I had to call him, a few minutes after he left, to make sure that he knew that just because he decided to leave abruptly that not all of the issues were settled? For your information; this is when he offered to have his regional manager call me which I accepted, and which never happened. Incidentally, during this discussion he manifested his lack of professionalism by implying that I had no grounds for my complaint other than [implied, unfounded] “buyer’s remorse.”

  
  4)Your representative to the BBB indicated in his prior response that the system was “properly installed” which implied that there was nothing further to discuss, and then contradicted himself by writing in his response that upgrading of some sort could be done. 

  
  Finally, I never thought of using any other entity than Home Depot as a referral source because I thought I had an understanding of HD’s core values. It is disappointing to me that Home Depot would allow Airtron to treat their customers in this way. 

  
  Sir, for my part, I have acted in good faith as I signed all of your paperwork before your technician left my house some of which required me to pledge, as per my signature, that I would pay for your service, even at the risk of Airtron filing a lien against my home. This does not give you the right to ill-advise a homeowner to purchase a new system when it is not necessary, as well as providing a homeowner with a deficient system. I have provided Airtron with facts. I ask the BBB and Home Depot; what else should I need to make my point? Where is the justice for which I ask?
  
  
  Sincerely,
  
  ** ******

*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. ↩