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:04/15/2024

  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.

  This company was at my property 06/2023. My ** was out and they sent a technician to investigate the issue. The technician was there for all of 10 minutes and then the ** flipped on and the technician left. Fast forward to 04/2024. My ** went out again. This company sent out a different technician who informed me that the original fix done 04/2023 was not up to code nor was it considered a permanent fix. My compressor was out and needed to be replaced. Here I am 2 weeks later, still without ** and this company has not communicated through the whole process. I am the one that is having to contact them to get any communication from them and updates. They received the part they needed to complete the repair last week and still have not scheduled an appointment to make the repair. I have called numerous times to no avail. The receptionist tells me that the scheduling comes from their technician department in which she cannot get a response nor return phone call from.

  Business Response

  Date: 04/25/2024

  The complaint reported by this customer is not truth. ********************** has never been out before 4/3/2024. This was a work order brought forth by American home shield Work order # *********. The age of the unit that ******************** requested us to work on is from 2016. There was never a temporary fix performed by Houston AIR comfort. Our technician that was there at the home diagnosed a compressor that was tripping the breaker and needs to be replaced. Customer received a cash out from American Home shield and still expects for Houston AIr comfort to replace compressor. This is fraud, and against the law, and will be reported to American Home shield.  American Home shield sent the following message. 

  4/16/24 10:54 AM *****
  CST GOT AN CASH OUT 04/16/2024 09:16 AM CDT [CSC] ******* SERVANT Hello, the member has accepted the cil for $1476.81-please bill out *** for $70-Thanks Dispatch #********* Kindly call our AHS Authorization to submit the diagnosis within today. Thank you!

   

  Customer Answer

  Date: 04/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I only accepted the cash out offer from American home shield after Houston air comfort wouldnt communicate and continued to refuse to schedule a follow up appointment. It was only then that I determined houston air was not going to fix my air conditioner as contracted, so I requested cash from the home warranty company to get it fixed myself. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 05/01/2024

  When you stated that *** told you that we had the part since thursday, that was not truth, as the they only ordered the part to be sent that Wednesday before. You wrote the complaint after you took the cash out, so your complaint was not at all truthful , as you claimed to still have been waiting for Houston Air to come and replace your part. 

• Initial Complaint

  Date:03/04/2024

  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.

  Royal Air Houston installer showed up at 5pm he had two assistants (his young children). When starting to evaluate the area the Royal Air Houston installer was using his phone for a flash light I asked if he needed one which he replied yes - bad start but nothing that couldn't be fixed by lending him a flashlight. Then the Royal Air Houston installer started the removal of the old unit - this seemed to be going ok until the Royal Air Houston installer asked if I had a step ladder to assist with the installation - I don't have a step ladder as everyone in my family is around or over 6foot tall and a regular out door ladder was too tall. Air Houston installer proceeded to install the unit, inside they had to melt or weld, they did this with a special tool which seemed like a welding torch, which gave off noxious chemicals gases - bad for them and us to inhale, no one asked us to open a window or help exhaust that smell. I opened all the windows to help remove the horrible smell, we had portable ac units cooling the house so all that ac went out the window.Finally completed the installation and the unit was working around 11pm - I was thankful they were able to fit us into the schedule - but the very next day the unit stopped working completely no power or anything. I tried calling our sales person with Royal Air Houston - ******* Almokatush - who stated "he wasn't the person to call he only sells the units" and "if I keep calling him he will block my number" I couldn't believe that he would say this, this was just the start of the terrible customer service.

  Business Response

  Date: 03/06/2024

  I do apologize that the insallers were welding the equipment, per their job. Next time we will recommend Elmers Glue. I do see that you are on the schedule for mext week for a maintenance and to replace your filter. Please let us know after the service visit, should you have any further concerns. 

  Customer Answer

  Date: 03/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I find it ironic the person who responded to the complaint focused on the welding (with a snarky comment) and the smell,  (my husband has asthma and all I was asking for was a heads up we are about to start this part of the install, One good asthma, attack couldve killed him and then we wouldnt be talking about a Air-conditioning unit we would be having a more serious conversation) and not the fact that the brand new unit didnt work and I had to pay another company to fix it, and the damaged unit was never replaced or fixed and nobody ever contacted me about the multiple phone calls emails and reviews I made . The appointment referenced in the response was not completed when I called to get an update on why it wasnt completed the service technician said that the customer service people never complete the appointment.  The service technician Scheduled me another service appointment that I am waiting for, which is supposed to happen March 13, 2024.  As of right now, I have not gotten any calls to confirm my appointment for tomorrow, which does not give me high hopes.
  Regards,
  ****** ******
  
   
  

  Business Response

  Date: 03/18/2024

  Please let ud know how the service visit went and whether you are still having concerns. 

• Initial Complaint

  Date:09/12/2023

  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.

  We purchased a new HVAC system from Houston Air Comfort (H.A.C.) in December 2021. They scheduled to do the work in January 2022 which they did. They did a HORRIBLE job. We paid $18,950 to have them install 2 new a/c units, install new attic insulation, redo the ductwork & zoning & install units in the attic. They did not pull a permit nor is their work up to code. They charged us & installed 2 units that are too large for the house, resulting in the static pressure being extremely high for the systems, thus shortening the lifespan of the units. Air flow is not evenly distributed throughout the house, especially on the 2nd floor. The installers installed a vent in the middle of the wall in the 2nd floor hallway that distributes most of the air to the 2nd floor, thus making the rest of the 2nd floor rooms not receive enough air, & creates a false temperature on the thermostat. The 2nd floor ***************** do not receive enough air to cool the room in the summer or warm the room in winter. We have called & emailed H.A.C. for months to no avail. We speak to the customer service representative who tells us someone will get back to us but nobody does. My wife went to the business in person, spoke to the owner, Mr. *** Mukattash, who told her to talk to *******. ******* never answered any emails nor returned any calls. I have asked to speak to him but they will not let me. I have asked to schedule an appointment to speak to the ************ refuse to schedule the meeting. They will not give me his email or phone number. This has gone on for over a year. ************* came out with a 3rd party to inspect their work. I have attached the report to this complaint. They said we should get our money back because of the poor workmanship. We would like to be made whole. We want 2 units that are size appropriate for our house. We want the air equally distributed throughout the house. We want all of the 2nd floor rooms to be the temperature shown on the thermostat.

  Business Response

  Date: 12/18/2024

  LVM WITH CUSTOMER TO SEE IF THE ** IS STILL HAVING ISSUES AND TO SEE IF I CAN GET **** OR ***** OUT TO THE HOME TO LOOK AT THE ***** FOLLOWING UP WITH AN EMAIL

  12/11/24 *****

  Customer Answer

  Date: 12/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

  We do not have any problems with the units, they work fine.  Houston Air Comfort (HAC) sold us two units that are too large for the house though.  

  Our problem is with the air vents installed by Houston Air Comfort.  The vents do not distribute the heat & air evenly throughout the house, specifically on the second floor of the house.  The second floor is too hot in the summer & not warm enough in the winter.  HAC created a large hole in the wall in the hallway that gets the most air & creates a false temperature reading on the thermostat because they are so close together.  We would like HAC to fix the vents so air & heat is distributed equally throughout the house.  

  
  Regards,

  ***** *****

  
  
   

  
  

• Initial Complaint

  Date:08/25/2023

  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.

  On May 17, 2023, Houston Air Comfort, contracted by ******** **** ******* replaced the evaporator coil on my air handling unit. During the repair, the installers neglected to seal a connection on the condensate drain piping, which resulted in water leaking into the second-floor ceiling. The water damage to the ceiling was discovered on May 30, 2023, and I immediately attempted to contact Houston Air Comfort (HAC). I made contact with HAC on May 31 and was told that the installation team would be in contact. On June 5, 2023, a HAC employee arrived at my home and completed the sealing of the condensate line, took photos of the damage, and forwarded them to his supervisor. The employee advised that his supervisor would call me back by the end of the day. He did not. I subsequently forwarded HAC the photos of the damage on June 28, 2023, when they told me that they did not have them. I have contacted HAC more than 30 times (including approximately 5 hours of hold time) to get an update but have only been told that I need to wait. This is my last attempt to motivate HAC to repair the damage before pursuing legal action.

  Business Response

  Date: 12/18/2024

  EMAILED CUSTOMER ABOUT THE REFUND HE WAS REQUESTING FOR THE REPAIRS FOR THE WATER LEAK DAMAGE.

  12/11/24 RANDA

• Initial Complaint

  Date:06/05/2023

  Type:Product 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.

  Every bit of ac installed incorrect, duct work touching causing condensation on sheet rock making black mold, ac not cooling properly, had then come out over n over again, with nothing resolved, took off work 3 different times n no call no show on ac people, last time was on 4/10/2023, I have my house sold for $429k , I paid $13,750 for junk ac, the ac failed inspection, from having a buyer,now buyer backed out because it been over a month, I call the office everyday n wait about 30 min to get thru to get the same message,we're waiting to hear from install team, I have plenty of pictures of the trash work,I just want my ac fixed

  Business Response

  Date: 06/06/2023

  Please let us know what day you are available to send a tech over to assess the issues that you are having. With the installation being from 2020, we are not sure that the touching ducts is due to shotty install. Insulation only needs to be added between or ducts suspended better, we can also send a duct cleaning as well. We look forward to hearing from you. 

  Customer Answer

  Date: 06/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.

  Houston air called and set up an appointment  from Thursday 6/8/2023 between 10 am n 1 pm, I will take off of work that day, hopefully they show up, 1 mont ago they was supposed to show up and never did, I missed a days pay for no reason
  
  
   

  
  

  Customer Answer

  Date: 06/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   Scheduled today from 8 to 1 to fix  my incorrecly installed ac system,I took off work again, and another no call,no show,won't answer the phone
  

  Business Response

  Date: 06/14/2023

  I see this call on the schedule for 6/17. I am not sure why you were rescheduled, but i will contact dispatch department for further information.

  Customer Answer

  Date: 06/15/2023

  Better Business Bureau:
  Yes,finally after taking off of work,n y’all no call no show,I finally got rescheduled,but this is the second time n a row I missed a days work for nothing. So will y’all really show up Saturday???? I need my $13,750 ac fixed by y’all,the company who installed it incorrect to begin with

  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 06/29/2023

  I do apologize for the no show or late show. We will get with the service department to get you back on the schedule. 

  Customer Answer

  Date: 07/12/2023

  I have been calling everyday, when I finally get threw to y’all. All that’s said is there is nobody else that I can speak to and waiting on a response to the service department. How long does it take it’s been months. I lost a contract on selling my home because the ac inspection didn’t pass and it’s been long enough. Next time someone is “sent out here” it needs to be an actual crew to fix all these problems not just one person to come “inspect the issue” I’ve waited long enough it needs to be fixed now. Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   
  

  Business Response

  Date: 12/16/2024

  WE WENT TO HOME ON 9/4/23 AFTER REVIEWING THE INSPECTION REPORT & FIXED THE DUCT WORK ISSUES. 

• Initial Complaint

  Date:11/01/2022

  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.

  Company installed 2air conditioners on our home, Company came out to do a repair and the Technician removed a breaker from the electrical panel and wired both units to one breaker and told me it was a temporary fix and he would be back to fix it permanently, Technician returned but did not fix the breaker, a different Technician was sent out about a month later and said he could not perform the fix and notified the company and said that they would be in touch, it’s now been about 2 weeks and no calls, I spoke to customer service 2-3 times with absolutely no help from the rude service agents, send 2 emails requesting a manager call me with no results. Units are new and under warranty from this company, they have said that they do not do electrical repairs when it was one of their own Technicians who created the issue.

  Business Response

  Date: 11/02/2022

  per our conversation, we have scheduled an appointment for Wed Nov 9th. We do apologize that we failed to address your concerns sooner than today. Please contact our office if you need anything more in the future. 

   

• Initial Complaint

  Date:10/25/2022

  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 purchased a brand new air conditioner unit from Houston comfort Air May of 2021. Since then they have came out 11 times to add freon and try to find the problem which yet is to be resolved or found. I purchased in good faith the complete outdoor system and complete HVAC attic system from Houston comfort Air. Now my air conditioner is not cooling properly yet again. They will not put me on the service list unless I pay the $150 diagnostic fee which I refuse for I paid this three times ago and the problem is yet to be corrected or resolved. I have called the owner used to respond he no longer responds answers calls texts I've even called from different numbers to the office because they stopped answering my calls and then when I hit the sales button they'd answer then cuz they thought they'd make a sale. We paid $5,700 for this unit and it is not work properly from the date of installation. I would like this resolved by properly fixing my unit or replacing the whole unit which I believe needs to be done because they obviously don't know how to fix it or it would be fixed. Another option to resolve is a complete refund by the company. I've had to take off countless times to be here for them to arrive and they say they're coming at a certain time they show up either later or before or they only work on the outside unit not to let us know they're here and then call afterwards and say they were here yet to go upstairs and check the HVAC system.

  Business Response

  Date: 10/26/2022

   The last invoice reads that the line set in the house has a hole in it and it cannot be welded because it could catch fire. This was not part of the install. The lineset needs to be cut and capped and rerouted. This is not part of the original contract. If you want to replace the lineset, we can replace for $2450. 

  Customer Answer

  Date: 10/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  Unbelievable! This is news to me after the 11th time they've had to come out and put freon in the unit I have not been notified that this was the issue also the line and the technician I cannot remember his name ** ** * ***** ********* *** ***** **** himself knows him because when I spoke to John he asked if that gentleman had came out and I said yes well he has told me whoever put my unity in on install that they bent the line and that's why the freon is leaking also that's number one number two they have been out several times someone from Houston Air Comfort set out of the kindness of their heart they put me a surge protector switch on their free of charge. Also whenever they did the installation it's not rocket science if it was so dangerous then why did they go ahead and complete the job knowing what could entail that it would not be fixed properly due to what they say is why they can't fix it and that I need to pay $2,400 I do not agree with this. Also wouldn't you think if my house was in danger of catching fire that they would for sure notify me for they are the ones that did the installation. Like I said no one has ever told me what is the reason they can't fix it and if that be the case then why have they had to add freon every single time they've come out no one out of the 11 times they have came has said they cannot fix it they just keep band dating it this is all news to me all the sudden is believing to be because I finally got somebody in a higher power involved the BBB so they had to fight an excuse as to why they're not doing their job and why from day one that this unit that they sold me has not worked properly
  Regards,
  
  
   
  

  Business Response

  Date: 11/01/2022

  This matter was relayed to you after the last visit. John has spoken to you in regards to this matter as well. 

• Initial Complaint

  Date:08/15/2022

  Type:Customer Service 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 had a central air conditioning unit installed. There was damage done to my property. I have called, texted an emailed the installation company and no one will respond. I call the main number and the people answering the phone say that they will relay my message however I haven’t had any response. What do I do next???

  Business Response

  Date: 08/30/2022

  We will put you on the schedule for next week. Can you please send me pictures of the damage? ****************************

• Initial Complaint

  Date:08/08/2022

  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 bought a new AC unit with 10 years of service and maintenance. The AC is not working and they are charging me $129 to come look at it when it’s still under warranty. The contract does not state this service fee.

  Business Response

  Date: 09/01/2022

  You are completely covered for 10 years parts and labor. The service fee is exactly that, should there be anything wrong with your unit, you will not have to come out of pocket for parts or labor. 

• Initial Complaint

  Date:08/06/2022

  Type:Customer Service 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 had a brand new AC unit installed from this company on 8/25/2021, upon signing the financing contract I was advised by my salesman John (************) that I would receive regular service from a technician on my unit to ensure it was functioning properly and to clean the unit. According to my contract, "Customer acknowledges that labor warrant can and will be voided if preventative maintenance is not completed." Houston Air was initially supposed to send a technician out on May 14, 2022, between the hours of 11 am - 4 pm. I received a phone call stating the technician would not be out and I would be rescheduled for June 4, 2022. I was supposed to be scheduled for June 4, 2022, between the hours of 9 am - 1 pm. I received no call and the technician never showed up to service my unit. I called again on June 11, 2022, and spoke to the customer service representative to confirm when I would be scheduled since nobody ever showed and was advised that "maintenance services" were not currently being provided. I stated that according to my contract they were expected to provide regularly scheduled maintenance to ensure my unit was functioning properly and I expected a technician to be out, it was at that time she rescheduled to have my unit serviced on August 6, 2022. Upon contacting the company today to confirm a technician would be out I was advised again that my address had not been on the schedule.

  Business Response

  Date: 08/30/2022

  We will have a service technician come by next week. We will contract you to pick a date.