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:03/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 had a new HVAC system involved last August. Everything went wonderfully. Beginning in late January, as I started to look at my 2023 taxes I realized my HVAC purchase was entitled to tax credits. My original invoice had all hvac products lumped together, but I am not allowed to claim the furnace expense. I have contacted them numerous times to ask for an itemized bill so I can claim the correct amount and they refuse to tell me or return my calls. These credits are significant and this is information that they should provide to their customers.

  Customer Answer

  Date: 03/07/2024

  The business contacted me and provided a response which was more than satisfactory.  I am satisfied and this is complete on my end.  It sounds like a genuine mistake and I harbor no ill will towards them and in fact would continue to work with them in the future.  Thank you for your assistance in resolving the issue. 

  

  Business Response

  Date: 03/07/2024

  Hello, 

  We only received the most recent request yesterday from our call center to provide an updated invoice to provide for tax purposes. We had emailed the pdf invoice this morning to ****. 

  After the notification of the BBB complaint, I called and spoke to **** directly and he was able to confirm that the email was received and that the invoice will work for him. 

  I'm not sure why any previous requests for this information may have been overlooked. 

• Initial Complaint

  Date:10/31/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 bought a new Lennox HVAC unit from Air Assurance in 2015 for $10,000. The unit has a 10 year manufacturer's warranty. When the air stopped blowing in October 2022 , I called Air Assurance. I was told it would be 10 days before a tech could come to check on it. I didn't receive a work order until my 3rd request and not until day 9, the day before the tech was scheduled. I paid $407.00 for one hour of on-site labor to replace a part still under manufacture's warranty. The part in question was in no way impacted by maintenance. The tech had to drive 45 minutes round trip to get the part after his initial arrival. Neither dispatch nor the tech could tell what the hourly labor costs were. When I questioned the tech about the $407 labor cost for what was, at most, one hour of on-site labor, the tech stated I was paying for "experience" and some kind of average that Air Assurance uses. After the tech received my payment, he told me he would e-mail a receipt. Now I know why he didn't leave it at the time I handed him the check. The receipt shows $99 for the service call and $308 for a circuit board that was under manufacturer's warranty. It seems clear to me that Air Assurance's receipt indicates they charged me $308 dollars for a part under warranty because the tech couldn't justify that cost in terms of labor time. If that is not the case, then the receipt is inaccurate. A court action for a refund of the $308 difference is under consideration pending Air Assurance's response to this situation.

  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/11/01) */ Yes, the unit does carry a 10 year parts warranty. Had it not been under warranty, this repair would have been around $1000. However, the parts warranty doesn't include labor, unless you have purchased our maintenance program throughout the duration of the warranty period. Had you been a member, you would have only been charged the diagnostic charge of $99 and you would have received priority service and not had to wait that long (which unfortunately was due to the first cold snap of the year where we prioritize our ESP members). It's simply an optional benefit of being a member of our maintenance program. This is documented in the original proposal under warranties. As for our labor charge, it is a national average pricing for the time it should take to perform the repair along with other factors. This ensures that you don't pay more if you received a more inexperienced or more deliberate technician. You did have one of our best technicians which did allow him to diagnose and repair it faster than most. We are unable to stock every OEM part on our trucks, therefore, some of that charge does reflect with retrieval of parts necessary for the repair. GPS shows a total time spent driving to the job, diagnosing the problem, and retrieving the part from start to finish to be 2 hours and 41 minutes. So if you want to break it down simply, the $407 repair total ends up being $148 per hour. This repair cost was given to you before the work was completed and you approved the repair. You certainly could have declined the repair and would have only been charged the $99 diagnostic charge. We do not have printers in our trucks to give you an invoice on the spot, but he did email it to you as you stated once the ticket was complete. We weren't trying to hide anything from you. This labor repair also includes administration time to return the part to the manufacturer, fill out all paperwork assocociated with the part to the manufacturer, and then wait for reimbursement for the part we purchased on behalf of the customer. There's many things involved in a charge for a warranty part that is not covered by a labor warranty that is instituted in our flat rate pricing that doesn't just cover the "techs wages". That is probably what the tech was trying to communicate. If you feel that $407 is too much for 2 hours and 41 minutes of professional technician time including his wages, benefits, overhead, the gas it takes to get to and from your home, to and from the supply house, the cost of the administration and overhead it takes to perform all of these services then we do offer a one time price adjustment on your account. You'll need to contact our service Manager Tony N****** directly at XXX-XXX-XXXX and we'd be happy to discuss what you think is fair. Consumer Response /* (3000, 7, 2022/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called Tony N****** twice on the day of the repair and left two messages. It's been 7 days and I still haven't received a response. Additionally, my phone records indicate that the time spent on my job was substantially less than 2 hours and 41 minutes. This includes my documented receipt of the first call from the tech to his departure upon completion of the work which was about 10 minutes before received an emailed invoice. As for approving the work, had I realized that the price quote was going to be for another 30 minutes or less of on-site labor, I would have chosen a more affordable option. Business Response /* (4000, 9, 2022/11/04) */ On occasion, our team members take vacation, and tony has been on vacation during the time of your repair. and when his return was expected this last week, his kids came up sick and had to stay home again. I believe he did contact you yesterday upon his return and discussed this with you from my understanding. You are always free to ask for his supervisor or the owner if you feel you are being ignored for any reason. Consumer Response /* (2000, 11, 2022/11/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:05/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Air Assurance came out to my house at the middle or end of last month to fix my line in my backyard. They had damaged my back fence and refuses to fix it they repaired my line without my consent and no one at my house. I spoked with ************* plenty of times about repairing my back fence that their company had damaged. He sent me an consent form without a signature and he refuses to repair my fence. I have attached a copy of the consent form and pictures. Air Assurance never contacted me to tell me what was wrong with my lines and did not contact me when they came to repair my lines. Job number is Job #******. **************

  

  Business Response

  Date: 05/11/2022

  Business Response /* (1000, 5, 2022/05/06) */ We were contacted and contracted by Ms. ******** Home warranty company to be the company to do her needed repair. Under the home warranty guidelines, we are not responsible for repairing fencing that is necessary to move to do repairs. *************, whom she refers to, is with the home warranty company, not Air Assurance. Ms. ******** Claims that she was not made aware of the repair needed or given access to us to do the repairs, but we will attach the recording of 4 (FOUR) phone calls made by the technician and our representatives in which this was communicated and given permission to do such repairs at the different times necessary when the customer would not be home admittedly, but was fully aware. Even though we are not paid to do so, not contracted to do so, and not liable for repairs of the fence, we will come back out and see what we can do. I will also include the language in the agreement with the warranty company and Ms. ******** in which restoration excludes "buildings, sheds, garages, or any other structures". Consumer Response /* (2000, 7, 2022/05/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes I accepted their response, because it was their responsibility to fix my fence I never seen or sign the contract they presented. I wouldn't have given them permission to cut my back fence down to give access to anyone to go into my house or my backyard.