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Complaint Details
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Initial Complaint
08/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Office AC quit working. Local HVAC man advised compressor was shot & recommended a whole new unit due to unit age. Based on TV ad touting free 2nd opinion, AIRCO was contacted for this purpose. Tech came to office, examined unit & confirmed first diagnosis. I was then charged $165 by AIRCO for "free" 2nd opinion. AIRCO then sent out another tech/sales person who tried to sell me a new system, which I declined. They still advertise "free"second opinions on TV, but, apparently, all 2nd opinions aren't "free". They need to stop their false advertising, or, in the alternative, notify the public that they may charge you for the "free" second opinion. The continued false advertising of a "free"second opinion is what prompted this complaint.
Business response
08/16/2024
We will be refunding back the full $165. Called and advised customer of this. Will be mailed out next week. Confirmed mailing address. no other concerns.Initial Complaint
08/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Last month our outdoor upstairs a.c. unit quit. We used AirCo for the service call and the new unit installation. Service was good that time. Fast forward to 2 days ago, we come home to the unit not cooling. Immediately we call AirCo. They sent out a technician to assess what's wrong. He tells us the drain pipe was backed up and it's $250 to blow out. We tell him we are not paying that since it's something that should have been done during installation and we should have a warranty. He tells us to call the billing office or supervisor on Monday. We call and they will not drop the charge and admitted they do not check for this during intsallation. I called several other companies and they said they should have! After reading several other reviews on AirCo, I see this is a common theme. They install something then have issues right away and charge people for them. I feel they are scamming people. I am taking this information to the news as well.Business response
08/08/2024
Tried reaching out to ****** and left voicemail. Went ahead and reached out to ******, who was the main contact on the account. Advised why the drain line cleaning is a separate entity from the ** unit and how normally, it is not part of our routine with ** only installs to clear the drain line as the unit is outside and is not tied to the drain line. However, in light of this event, we are taking this feedback and making improvements in our installs and service calls to where we will make this an offer for our customers to help further our preventative solutions. Though the charge is valid, we went ahead and waived the bill as we do recognize the longevity of this customer and want to be able to continue our business relationship. Skylar confirmed issue resolution.Customer response
08/08/2024
I have reviewed the business response and accept this resolution.Initial Complaint
07/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have an air conditioning unit that is under warranty with Airco. They were at our home on 6-10 and said they needed to order a part. They returned to our home on 6-21 and replaced the switch board. The unit worked for 2 days they returned to our home on 6-28 and said it was the switch board again and needed to order another one. They have not been back and its 7-12. They say they are waiting for the part this was the same situation with the first switch board. They say they have order it from a place here in ************ but refuse to give us the companys information. We still have not received a phone call from management regarding a date of service. That have continued to not return our phone calls. We would like our unit fixed immediately. This situation has gone on for over a month.Business response
07/19/2024
The parts are ordered from Daiken and then they are shipped and picked up using a supply house. For customers unit, the parts needed were not stocked in any of the supply houses so they had to be shipped from the manufacturer themselves, which had manufacturer delays and then issues with shipping due to the hurricane in *****. We did our best to contact all supply houses and the manufacture multiple days to try and get these parts expedited. After looking through the phone records, any time customer had called in asking for a Sup/Mgr, there were times when customer was able to be transferred to one of the supervisors and talk about this case and other times, required a call back. It was observed that a sup/mgr did call the customer back when asked, though it may not have been immediate, due to not being at the desk all of the time, but calls were made back. We did get the final part in on 7-17-24 morning and came out to customers residence that afternoon to perform the repair with the new parts. A supervisor did call the customer 7-18-24 morning to follow up on the repair and to setup a time for us to come back and collect the portable ac that we donated on 6-19-24.Initial Complaint
06/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
April 1 mailed check to Airco heating and air for yearly maintenance service, discovered a couple days later that I mailed check to their old address. I called and told them what happened and that I was going to put a stop payment on that check and I would mail a new check. Two days later they cashed the 1st check and Four days later they cashed the 2nd check.Called on 4-12-24 and ask them to refund money, they check into problem and get back with me next day...never called. Called 4-26 yes they show both checks were cashed. Called 4-29...check being sent out today, never received. Called 5-8 checking, will call, never called. 7th time I called message would be sent to accountant and manager, will call, never called. 8th time I called on 5-17 talked to someone supposed to be a manager follow up with me on Monday...never called. Called 5-23 someone working on refund writing check as we speak...still no check. ***** from accounting called 6-5 and said check was sent to wrong address and will send new check. Today is 6-14 and I still have not received refund.Business response
06/19/2024
Since the call with *****, the person who handles the written checks was out of the office. We got accounting director involved on this case. Check was written out yesterday and will be sent to correct address on file that ***** confirmed during her phone call. Check will be mailed out 6-20-24 morning, since 6-19-24 is a federal holiday.Customer response
06/26/2024
Consumer has received the check from the business and would like the case closed out as Resolved.Initial Complaint
03/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We had some duct work replaced and some parts on our hvac system. They guy came up with a solution that would help get my room air flow but also not replace everything. The whole house had good airflow except my bedroom and bathroom. Now all air goes to my bedroom and bathroom and none to my boys rooms. If I shut the door it will be around 55 degrees. My room would be 77 when the rest of the house is at 70. We called. They women taking the call ignored our concerns with the job that was complete and was charging us like a regular call out. We said ok but it needs to be after 4. They call at 2:30 ** there was no note about the after 4. I couldnt make it back in time for them unfortunately. I just dont understand how I can pay a large amount of money that just made it worse.Business response
03/27/2024
Management called customer back on 3-25-24 to address concerns. We are now awaiting a call back from customer to tell us when a good time is for them for us to come back out to correct the issue.Business response
03/27/2024
Management called customer back on 3-25-24 to address concerns. We are now awaiting a call back from customer to tell us when a good time is for them for us to come back out to correct the issue.Initial Complaint
12/26/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 12/19/2023 I contacted Airco in ******** for repair of my furnace. The technician arrived that afternoon to diagnose the problem. He said that the problem was faulty pressure switch, but they would have to order the part. I paid the $99 service charge. They called back on 12/21/2023 to say they could install new part that afternoon. The Technician arrived and install new pressure switch. The bill was for $419.00 which I paid. He didn't have a receipt, so I called the office and requested and itemized bill for the completed work. They email a receipt of the total amount. I called back several times to get a itemized bill including parts, labor, and taxes. They promised to email. Still no itemized bill. Not sure what they are hiding. Maybe an overcharge or maybe they are avoiding sales tax? I believe I am intitled to a itemized bill including parts name and number, labor and taxes that i was charged. Can you helpBusiness response
01/02/2024
Sent customer an email with the invoice breakdown. Our invoices do not show pricing breakdown, only by quantity of task and material and then will show a lump invoice amount at the bottom. Explained also that we do have sales tax, but they are built into our pricing models. Did advise that customer will be receiving a $99 check refund for the first visit, since he went with the service repair. Customer had no other concerns after speaking with him over the phone and made aware that the issue is resolved now.Customer response
01/08/2024
I have reviewed the business response and accept this resolution.
they will refund $99 service chargeCustomer response
02/23/2024
They company never followed up with the $99 settlement the proposedBusiness response
02/23/2024
It does show that we mailed out the refund check of $99 back to the customer on 12-28-23, but it does not show that it was cashed yet. I tried calling the customer to reconfirm the address we had on file. He texted me back confirming yes. Gave 2 options. We will cancel the check. We can either re-mail out the check again or we can have the check delivered to one of our *** locations for him to pick up. Customer chose for us to re-mail out the check. I have submitted the task to our accounting team to work on canceling this check and then mailing it back out to the customer.Initial Complaint
12/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I paid Airco $9000 cash for a new HVAC system last year. I have also purchased a service contract from them. Earlier this year, they completed the bi-annual checkup of my system and advised all was well. Today my furnace is not working. I scheduled an appointment with them on Friday for today between the hours of 5:00PM and 8:00PM. Knowing that we had time in the early afternoon to do some last minute errands we headed out around 1.00 to do them. At 2:15 when we were out, we received a text message saying that the technician was on the way to our home. We immediately called to let them know that we were out and had anticipated them being there between 5:00 and 8:00 as we had been told. The response we received was "take it or leave it." We had called two days prior to schedule the time yet were given no indication that the appointment was what they considered an "anytime" appointment because it was a Saturday. We told them we could not be home within the 30 minutes notice that they gave us which was 3 hours before we were expecting them based on their acknowledgment text on Friday. It wasn't a courtesy call asking if 3 hours earlier was convenient, it was simply a text saying they were on the way I talked to a supervisor and was basically given the same "take it or leave it" answer and that the earliest they could come is next Thursday. This is during a time we are having sub-freezing temperatures. Airco was quick to take my money. Service on the other hand is basically if and when they feel like providing the service you paid for.Business response
02/28/2023
Business Response /* (1000, 5, 2022/12/30) */ Per investigation, when the original call was placed, we did inform consumer that we would show up the next day in the afternoon, however, a text message was sent to the consumer with the 5pm to 8pm timeframe which caused the timing conflict on Saturday. Due to the cold weather impact, we were highly booked up with customers that had no heat at all at the time, so when the reschedule was requested, we were not able to come back out until 12-29. We did contact the consumer and apologized for the frustration and inconvenience that this caused him during this experience. We did come out 12-29 and made sure the system was working and was at no charge to the consumer.Initial Complaint
12/19/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I agreed on Monday of this week to pay Airco $50 toward my balance. They agreed to take the $50 payment. They charged my checking account $441.61. That amount cause my account to go negative and numerous checks bounce. I have contacted them numerous times by phone and text and they just say they're looking into it. Our family lives hand to mouth and I won't get paid until the 28th. That was our Christmas money and traveling money for the holidays. I spoke numerous times to Allison ******. She keeps saying someone will call me or contact me soon but that hasn't happened. I would like for them to refund me that amount minus the $50 for the payment. I would also like for them to reimburse me for the insufficient check charges that have accrued because of their error.Business response
01/18/2023
Business Response /* (1000, 5, 2022/12/22) */ Spoke with consumer on 12-22 and confirmed they did receive their refund back to their card. Since there is still a balance on the account, the agreed resolution for the bounced checks that were created is the following: consumer will provide bank statements showing the bounced check charges. Once provided, we will credit the consumer's account resulting from those charges and will send consumer a revised invoice that is adjusted from those credits.Initial Complaint
12/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received an email yesterday, 12/7/2022 with a subject heading "Your Invoice from Airco Service, Inc. *FINAL NOTICE*." I have NOT received a phone call nor an email from this company since 4/15/2022 when their technician was here. As you can see, all he did was change the flappers on both toilets and installed an easily installed Bidet in my master bath I had already purchased. He charged me $340, I gave him a check in that amount, and he left. I have never before received another bill from Airco as they also service my AC each spring. I pay as they leave by check and it's done. Now, SEVEN MONTHS LATER, I get this threatening email stating I still owe them $299.62!! SEVEN MONTHS LATER!!! i have not been contacted about this not even once, by phone, email, or letter! This is an outrage! At this point this is a bogus bill I do NOT owe.Business response
12/29/2022
Business Response /* (1000, 5, 2022/12/15) */ After further research and speaking with the tech, there was an invoice error that we are resolving. Consumer is fully paid and no balance owed.Initial Complaint
12/06/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Hello- In full disclosure, I was a previous employee at Airco Service from 05/21-08/22. On July 13, 2022 Airco came out to replace a part that I was told would be around ~$200.00 to fix. The technician came, and replaced our part. My spouse and I were still under the impression it would be around $200.00. No invoice was signed, and the estimate was not discussed with my spouse, who was here the entire time with the technician. We received our first invoice for this post marked 11/22/22. 4 months after the initial visit. Our bill was originally $527.61, and they added an employee discount (since I was employed at the time of the visit with them) which removed roughly 25% off the bill. Our bill remains at $422.09. This was drastically different than what I was previously quoted. I have reached out to the business on multiple occasions, and finally was able to talk with a manager days after my initial phone call, and was told the price remains as it is. No real discussion had taken place with me. This was discussed between 2 different managers, and I was just relayed the information that the price remains as is. No one can seem to explain why I am getting this invoice 4 months after the fact, and it is unsigned by myself and my spouse. I don't feel it is right to pay this invoice, when my signature (or spouse's) is not present for these charges and the invoice came 4 months late. I have attached the original invoice mailed to me (front and back) to show that it was unsigned. I also attached the original envelope to reflect the post mark date that is 4 months late. Thank you for your time in reading this.Business response
02/23/2023
Business Response /* (1000, 5, 2022/12/07) */ As further research has been completed, we are adjusting the invoice, which will leave the balance to $226.79, which was the price per estimate. Adjustment will be completed within 5 to 7 business days.
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Get a QuoteCustomer Complaints Summary
35 total complaints in the last 3 years.
8 complaints closed in the last 12 months.