ComplaintsforAirtron Heating Air Conditioning

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Airtron not servicing properly. Not keeping what they say need to be done in this ***** heat. Airtron call center customer service will not provide company email or phone #. Tried online to get in touch with company. Their website said. No service in **************.Its brand new unit in new house purchase April 2022, still under warranty. Same issue, lack of cold air since 05/15/2023. Techs comes and promises to come again. When techs come to fix, they dont always give any paperwork or proof that they were here. I have written down details if you need. Thanks

  Business response

  07/07/2023

  Hello, I have received your complaint/concern. I am not sure what the premise of this complaint after reviewing your service history, as we have actively been  working to resolve any issues you have had with your system in your new home, Considering your warranty has expired in April of 2023 and we have continued to address and service all of your problems at no cost to you, I am the warranty manager and this is the first of heard of this being an unresolved issue. As for our website we have locations all over ***** and we service any home we installed while still under warranty, you possibly could have selected the wrong division.  We gladly will send you any and all tech notes upon request, all our service reports are done digitally to reduce paper consumption if you were to have provided an email address, I see from your customer profile no email address is listed which is why you have not received any service reports. We also show that a return trip was postponed by the homeowner because they were not available till the 17th, Now to address the problem with your system it appears that you outside fan is dropping out intermittently, this issue can be caused by many different possibilities  I have seen wind blowing affect these new style ECM motors , Faulty defrost boards and even shorts in control wiring, which per our history we have replaced the motor , the defrost board and even disabled the heat signal wire to rule out a control wiring short. Again though we have gone above and beyond since you are out of warranty and all evidence points to product failure and not the craftsmanship of the installation. As for the request to extend your warranty from the date of repair, that is already our standard policy we provide 12-month warranty on whatever issue we repair. I will not cover anything that is unrelated just to be perfectly clear. I hope this explanation in regard to the service you have received is satisfactory, but in the future, I would advise contacting management prior to making a BBB complaint because we are here to help you and we always strive to provide the best service possible. Thank You, hope you have a wonderful day, and we are still looking forward to completing service when you have availability. 

  Customer response

  07/07/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased our home in 2019 as a new build, Airtron was contracted by ***************** to install the A/C unit. We had no choice in who installed the A/C system. We had a 1 year warranty with Airtron and did not need to use it. We have noticed our front room is not getting enough air because it is at the front of the house. Since we were out of warranty, I contacted a different A/C company. Upon coming out, they advised Airtron did not install the correct amount of manual dampers when the unit was installed. I contacted Airtron back and advised they did not do the job correctly when the unit was installed and they advised they could not do anything and that I should have known they did not do the job correctly when it was installed. How would I have known that even if I called them out during the warranty because they would not call themselves out! Instead they tried to sell me on a service contract! Not only did they not install the correct amount of dampers in the home to direct air to that front bedroom, but the other A/C company advised the unit that was installed for the home was too small. Our home is ***** square feet and they installed a 3 ton unit. The A/C company I used advised I need a 4 ton unit and the 3 ton unit Airtron used was only enough for a ***** square foot house. If I couldn't even get them to install the three dampers I need to cool the front bedroom that faces west and gets very hot in the summer, there's no way they're going to install the correct unit for my home.

  Business response

  06/29/2023

  Hello and thank you for your concerns, I would be happy to elaborate further on this situation. AIrtron did install the **** system in this home however our warranty on all services is 1 year and 2 year craftsmanship for your particular builder. Unfortunately, this air balance concern was reported in year 4 and when this homeowner called in and reported the system did not have manual dampers in every duct run our customer service department brought the situation to managers attention because the homeowner was adamant that service should be free , It was then explained at that time that we are not required to add manual dampers every run of duct and we offer in our warranty service air balancing the system at no charge to the homeowner and received absolutely no complaints or concerns on the two unrelated visits we had at this address while under warranty. In fact it was never a concern until the homeowner used another company which we have no idea what adjustments or tampering was done to the system after our warranty expired. The homeowner was not happy that we would not cover repairs at this time, so in an effort of good faith I offered to provide a service contract for a low fee of $24.95 a month and I would not only add the dampers but I would even do an air balance , provide a system tune up and cover all costs of repair inside the 4 walls of the equipment while under contract with trip charges. The customer then became irate and proceeded to curse and use foul language right before hanging up. We are sorry that it ended like that, and we do try to accommodate all of our customers within reasonable terms. As for the sizing of the equipment in the home, that conversation was not had or anything in regards was not mentioned during the brief conversation we had before the hang up was initiated. I have the customer account information on file and reviewed the sizing of the equipment installed. It meets the designated parameters set forth by the **** or ***** ********** of ********* and Regulations as a Residential ************************ we are required to follow the guidelines set in place by the governing body to meet industry standard capacity requirements. I certainly hope this company that agreed to increase the size of your system understands what short cycling is and how elevated humidity levels will occur when that happens. I would definitely be concerned if they are using the old 1980's method of 500 square foot a ton rule instead of performing an actual load calculation like an **** professional is required to do. 

   

  Customer response

  06/29/2023

  I am rejecting this response because: I called AirTron prior to the conversation referenced above. I was told that AirTron would handle it and contact *************** to determine who would be paying for the installation of the dampers. After a couple of weeks of no response, I called again which was when I they attempted to sell me a service contract instead of fixing the shotty work they completed the first time. No one has serviced my A/C other than looking at it and determining that I was shorted 3 dampers when the unit was installed (besides being the incorrect size system) since the phone calls are recorded and there is record of ********** two weeks prior and being told Airtron would contact ***************, we can certainly pull that recording as proof if needed. I also have the call log showing where I contacted Airtron. If I would have not have called back to figure out the status of who will be paying for the poor work, they would have never returned my call. Seems to be a common theme with the company based on the reviews on the BBB website. I look forward to hearing the recorded conversation from my initial call. I have the exact date and time I called shown above. 

  Business response

  08/01/2023

  We are sorry our explanation did not resolve your complaint, I have included in today's response the only two service appointments you had while under your two-year warranty and we are very sorry that it took you until year 4 and another company to tell you needed something done outside of the original installation, as I stated previously, we are not required to put dampers in every single duct, and we also have the right to reject the other companies opinion which we have exercised. Now as far as the previous call you claimed that you made and no one contacted you until 3 weeks later, I have attached our call cap audio file that was received on June 19th at 10:26am per your call history you provided showing a call duration of 4 mins and 56 seconds , and all though you did call us you were on hold the entire time and never spoke with an Airtron customer service representative per our records, the audio file is attached. I have also attached the two service records during your two-year warranty period for review, the first call shows we had left the white heat wire disabled because gas meter was not set upon start up and we must be present when the system fires up for your safety, the second call shows that your concerns were refrigerant lines were sweating (condensation) outside, which is also normal and copper turns green when weathered it is referred to as patina. No complaints of any room-to-room temperature differentials the entire two years under our warranty. I am sorry but we provided an offer along with free service if you agreed to use us for maintenance which you are required to have to keep you mfg. warranty in good standing and you declined there is no need to try and tarnish our reputation when we did not have to even offer to address your concerns in year 4 considering that was 2 years after your initial warranty period had expired , not only have we gone above and beyond for you as a homeowner and a customer but we have tried to appease the situation with a valid explanation, I am sorry we cannot please everyone but we also cannot provide service to an out of warranty customer at no cost we are a business and we do require payment for service. I hope this is understood, have a great day.

  Customer response

  08/11/2023

  I am rejecting this response because:   I did speak to someone who assured me she would be reaching out to *************** to see who would be paying for the lack of dampers in my home. Bottom line is Airtron did an incomplete job and fails to acknowledge it. I knew the front room was a little warmer than the rest but also knew that it would require a slight adjustment to the dampers and it would likely fix the issue. When I had better company come adjust my dampers, there were no dampers. Your rating by other customers on the BBB prove that I'm not the only customer that has had an issue with **********************. You've made it clear you're not willing to help and instead tried to sell me a service contract. Why would I purchase anything else from Airtron when I don't feel like Airtron does the job right in the first place? 

  Customer response

  08/16/2023

  Airtron lied about their call records and chose not to mention the call in which they told me they would resolve the issue. Even in their response they said I was on hold one time and never spoke to anyone and the other they did not make that promise. They failed to mention the third call that I documented and I know was recorded by them because all of their calls are recorded. He blatantly lied and refused to pull the tapes of that call. He does not want to help and personally does not like me because I cursed over the phone when he tried to sell me more products after not doing the initial job. They should be removed from the BBB for dishonest business practices. 

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new Robbie Hale Home (Shepherd Place Homes Inc.) on June 25, 2022 as a first-time homebuyer. Within the first couple of months I started having problems with the HVAC (ac unit), which was under warranty with AirTron Heating Company. I called to have ac unit serviced with AirTron Tech through out months of me having problems with the ac unit and to this day the problems are not resolved. It seems those technician comes out and bandage the problems instead of repairing/replacing the problems. The system does not cool summer/spring and doesn't heat fall/winter and I have paid out of pocket for other HVAC company's (attached documents) to come out an diagnose/inspect the problems and there was and still is a problem with the AC Unit. I would want AirTron to acknowledge that there was and is a problem with the AC unit and repair/replace what need to be fixed.

  Business response

  01/13/2023

  Business Response /* (1000, 5, 2022/10/31) */ Hello homeowner, in regard to this complaint I would like to know what was not specifically addressed on our services to your home. Airtron wishes to provide excellent customer service an ensure all our homeowners have properly working systems. I have reviewed your extensive service history and I believe not only have made all necessary repairs, but we have gone above and beyond to accommodate your requests. Let me share a brief description of the 11 service visits you've called in. On 7/8/20 and 7/14/20 you called us out to adjust airflow from room to room, which was done per your request, on 8/10/20 we were again called out because your fresh air was running when the AC was off which is normal, on 8/27/20 you called back again because fresh air was coming out of the intake vent when the system was off, it was explained that the fresh air system operates independently and this was also normal. On 5/25/21 we called back again to readjust the airflow dampers and the same tech who made the previous adjustments indicates the request was to undo the adjustments that were requested on his previous visit he also indicates the documented temperature of each room, and we had a 4* variance along with a full data sheet of system performance which indicates the system was working correctly. On 6/15/21 we sent a supervisor out as the request for not enough air was coming out. This was checked as well as the system performance a slight damper adjustment was again made to improve the areas in question. On 7/11/21 you actually had a failed capacitor which was replaced. we were again called out for a NO COOL on 7/14/21 again a supervisor came to your home and found your system working perfectly and all the rooms were satisfied at the same temperature as your thermostat. 7/28/21 another balance request was called in and send a supervisor back out and find no substantial variation from room-to-room temperature the coldest room was 71.1 and the hottest was at 73.6 well within design criteria. Once again, we on 8/9/21 we dispatched a tech to gain more air to the hotter room even though it was already discovered to be adequate, this tech suggested rearranging the ducts might get more airflow to the master bedroom even though it has been recorded several times as colder than the thermostat set point. I spoke with you on the phone and agreed that I would make this last and final request to appease you as we have exhausted our service department with unnecessary adjustments. You had agreed that if we just did this one last adjustment and got you a little bit more air to the master bedroom you would finally be happy, we accommodated this request on 9/21/21. We have done everything and then some to make you comfortable. We have spent countless hours trying to make you happy. We offer a onetime air balance with our warranty service to ensure room temperatures have no greater variation then 3* and we have documented this accurately several times. I hope whatever is bothering you gets resolved but we serviced your home as a courtesy 5 times after your warranty expired and when we told you we could no longer come out at no charge and you would need to sign up for a service plan you submit a BBB complaint after all the extra service we provided, that was not very nice considering all the free extra trips and work we provided. We are very sorry you're not happy with Airtron but we truly have done all we can do. I hope you find the contrast of events in this explanation and see that we do care about our customers comfort and made every reasonable attempt to satisfy the complaints.

• Initial Complaint

  10/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  see Attached document Click here to Get the File - use the Password: ******** https://bluecomplaints.bbb.org/attachment/?c=XXXXXXXX

  Business response

  01/18/2023

  Business Response /* (1000, 7, 2022/11/03) */ Hello former Airtron customer, I do apologize that some confusion has happened here. Per our accounting office the checks for service do not show up in any of our records as being received, our accounting office has contacted you in regard to this early October and back in August that checks were not acceptable for our service contract, you were never "ghosted' we have always communicated directly with you in any reasonable fashion, unfortunately the service contract you were trying to negotiate is a monthly bank draft program per the terms of the agreement in the contract and was not something we are able change upon your request. This was disclosed upfront, and no contract was purchased. I can see from our service records that at one time you were able to prepay for maintenance plan by check but when that program ended you did not renew with the Available plans that were offered therefor you were no longer a current customer without an active plan. At any time, management at Airtron would have gladly discussed these changes and attempted to provide solutions had we been notified.

• Initial Complaint

  09/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bought a new "custom home" from AGC. The HVAC company they used was AIRTRON. Before we closed in October, I noticed there was just one 5 ton unit for a 3400 sq ft house, with only one zone. When I questioned it, they claimed it was sufficient. I knew I had a year, so I decided to see how it preformed in the Sumer. My AC was constantly running and my boys room were well over the 3 degrees difference "allowed by state". I finally spoke to the owner and he claimed it's an open door system (who in the **** would want a open door home) and the bedroom doors need to be open in order to stay cool. All BS!!! But I could pay an additional 600 to add intakes. My warranty is up in October, so I hired an inspector and one of the main issues was the AC. I contacted my builder which had me contact AIRTRON (whole other issue). AIRTRON set up an appointment from 8-1 Monday, nobody showed. I called Monday afternoon around 4 to notify them nobody showed, they told me they were behind, he'd be out....nobody showed.Tuesday afternoon I called to let them know nobody showed on Tuesday and they claimed my appointment was Wednesday. Even though on Monday when i called, they pulled up my address, then notified me they were running behind.Wednesday, they no showed.Thursday, I called in the morning and they claimed I canceled the appointment on Wednesday and assured me they be out today, Thursday between 1-10pm. That's right, a 9 hour window. AND THEY NO SHIWED. My wife has stayed at home over 15 hours waiting. This company is a joke!Now I have a window from 1-10 today

  Business response

  11/01/2022

  Business Response /* (1000, 5, 2022/10/05) */ Contact Name and Title: ***** Saxiones warnty mgr Contact Phone: XXXXXXXXXX Contact Email: **************@nrg.com Airtron's Warranty manger has contacted the homeowner in an effort to make this issue right, I (the warranty service manager), personally went to the home to evaluate the situation unfortunately the homeowner was not present during our efforts to appease the issues. Upon our arrival we discovered the area of concern was 1.6* warmer than the set point of the thermostat 69* at an outdoor ambient temperature of 85* with the doors closed, all though this is with in design criteria we do realize that the problem will compound on an extremely hot day. What was discovered is this area of the home in concern was aggressively dampened down to accommodate for a previous request to improve airflow to the master bedroom which was found with door open, and the homes thermostat placed directly outside the room, this was causing the thermostat to satisfy before the problem areas could acclimate. Overall, I am confident the new adjustments should balance the temperature throughout the home rather evenly, all vents were checked for adequate air flow and improvements were noticed immediately, as for the missed appointment we believe this was a miscommunication of time and date or possibly a data entry mistake, we do not expect any one to sit around and wait on service all day for service which is why we tell customers we will provide them a courtesy call 45 minutes before the technicians arrive when booking the calls, just to make sure someone is going to be home, we also show that the customer had rescheduled on one of the missed appointments. To completely address this complaint, I will also comment that all residential new construction is required to have a load calculation performed on the home which determines the required capacity of the system, this has been done to ensure the home meets the requirements and specifications. I also understand you do not want to leave the doors open in rooms that do not have intake returns for said reasons, you do not have too the undercut of the door does allow air to escape the room, unfortunately it's all cold because it denser and heavier than the warm air, so it is recommended for optimal performance to keep the door open when possible. Based on the set point of the thermostat on my arrival it is apparent that the customers comfort preferences exceed our design criteria in excessively hot weather, respectfully we do apologize for any scheduling issues, and we have addressed all concerns reported. I am and will be available for our customers, Airtron is not just a residential new construction company, we are a full-service company, and it is our intent to build quality installed HVAC systems in homes and to retain our homeowners as customers even after the builder warranty expires, we aim to provide excellent service and we take these complaints very seriously.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My home was completed July 31st of 2021. The home builder is Trophy Signature Homes. The builder contracted with Airtron to install my HVAC unit. Since that date the company had to come out twice and repair leaks to the air conditioner. The air conditioner is still not cooling. Another tech/manager for the company came to check my unit and said it's ok it's just really hot and I should lower the temp in the morning and readjust my ceiling fans so the unit doesn't have to work so hard. I followed the advice. Since then, Prairie Ridge has seen lower temps with highs around the lower 90. Although the thermostat is set between 74 to 76 degrees my home still remains at 82 degrees. I sought the advice of another HVAC professional and was informed that my unit is leaking. He does not want to touch the unit because he does not want to void the repair warranty or the manufacture warranty. Since there are still leaks in the unit and the last leak was repaired on April 22nd 2022 this needs to be address! I am not the only one in this community with this complaint. I put the issue on Prairie Ridge community page and their are other Trophy Signature home owners going through the same issue. Another homeowner was told the units were installed by poorly trained Techs and these are not the correct units for Texas heat. I have complained to the company and requested a supervisor. I have stopped another manager in the area. My information was taken down but no one has returned my call. Had the unit beeen installed correctly I would not have to continue to call, I should not have to pay for their incompetence

  Business response

  10/27/2022

  Business Response /* (1000, 5, 2022/09/09) */ Contact Name and Title: ***** Saxiones warnty mgr Contact Phone: XXXXXXXXXX Contact Email: **************@nrg.com Hello valued customer, I am the warranty manager here at Airtron. I am terribly sorry you have had trouble with your newly installed system in your new home. Your builder notified me this morning that the issue was not resolved. Whenever a problem is not corrected on the first attempt it is understandably an inconvenience and I do apologize for this we do not want to ever have a callback that can be avoided. I have reviewed the service history and the previous techs notes and we believe they thought they found and repaired the leak. Whenever we have a callback that occurs protocol is to send out a senior tech to avoid this type of thing from happening. Which being that the problem was unresolved the tech dispatched to your home today was extremely skilled and thorough and did in fact find a leak in your coil. This part failure was previously undiscovered as it was thought to be a leak at the weld. I do not want to make excuses for the lack of service you feel you have received but I do want to assure you that all our warranty technicians are highly trained with several years of experience and we continue to monitor and coach there development in the industry, as unfortunate as it may seem even the best technician is capable of making mistakes sometimes. Airtron will do our best to right the situation and make sure that your system is correctly operating , properly installed and with any luck years of problem free air conditioning. The failed part has been ordered by the technician tonight and the refrigerant has been added to provide you cooling until the replacement coil arrives. Again I am very sorry for the trouble you have had with the system and it taking this long to discover the coil was actually leaking. I will be holding a service meeting this week and addressing this specific issue and checking all our techs electronic leak detectors for proper functionality to make sure this type of mishap does not occur again and any negligence or complacency of the technicians who have serviced your system will also be reviewed and dealt with. As HVAC professionals Airtron is always striving to provide excellent service and we take complaints very seriously. We hope that you find our response acceptable and we can resolve your complaint. I will include my contact information with this response and if you have any other concerns or specifics you would like to discuss please do not hesitate to reach out directly to me I am here to help and will do my best to resolve this matter. Consumer Response /* (2000, 7, 2022/09/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Dre and Jose came to my house and spent several hours finding the leak, fixing the leak, properly Putting the unit back together and cleaning up after themselves. Dre explained the process to me and showed where the leak came from. The unit had to be pulled out in order to be repaired. No more patching on a new unit.

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Airtron is the company that provides warranty for HVAC Issues through Ameritex(Home Builder). Airtron came out to my home on the following dates 12-08-2020/08-13-2021/01-27-22. After they assisted in placing my HVAC in my new build home they are suppose to leave a sticker or paper containing there company details such as telephone number and name so they can be contacted for any issues with the HVAC system. This was not left so i had no knowledge of who they were. My heat stop working in December of 2020 i called A-1 who came out and immediately located the issue. the price was a little steep so i informed A-1 i would call my realtor to get info about my HVAC warranty. My realtor got in contact with Ameritex who provided Airtron contact info. Airtron came out and stated that they were not touching the system because A-1 came out and they were not sure what to do. A-1 gladly fixed the issue free of charge. On 08-13-2021 Airtron came out because i reported that my HVAC was leaking water. They sent Tech Armando out and he stated the issue was the trap clogged and float switch disconnected. On 01-27-2022 Airtron came out for heat making buzzing noise and not working.They sent Tech Emorick. On the report he stated he change the contactor. I recently had an inspection done and some issues were found with heating which later followed with air conditioning issues. I called out A-1 to assist with issues and immediately after the tech looking and discussing with me about past service calls he informed me that basically Airtron had not been fixing the actual issues there were water all in the wires from the leaking i reported on 08-13-2021. There was an issue with the conductor that was stated to be fixed. Do to the Negligence it had created a domino affect in my system shutting everything down. I called to obtain a Resolution and spoke with Steve(Warranty Manager). He was very unprofessional and yelled at me about how good his technicians are and how they make no mistakes.

  Business response

  10/12/2022

  Business Response /* (1000, 5, 2022/08/18) */ I am disputing this complaint as this is a very skewed perspective, This builder has a 1 year HVAC warranty which had expired in May of 2021. During the first year the homeowner of the complaining address called us out for a NO HEAT in December of 2020, when we arrived we discovered another company had completely dismantled the entire heating portion of the system , at that time we told the homeowner that we would not warranty the work done by another company and left without repairing it, the homeowner did tell me by phone they came back and fixed it , also notated in this complaint by the homeowner. Than again we were called to this home after the 1 year warranty had expired the builder requested we go investigate because they have a 2 year production warranty which exceeds our 1 year warranty and we went out to investigate because we were told it was craftsmanship error, upon this visit my field supervisor actually went out to investigate and we determined the system was not cooling because the float switch tripped as a safety device is intended to and we discovered the drain lines were clogged which indicates a lack of maintenance and seeing as this customer does not have any service agreement with us and as the manufacturer requires this was once again literally a billable service not caused by Airtron, however as a courtesy to customer and builder under the circumstances we cleared the clogged drain and explained to the customer that routine maintenance was required to keep the system in good repair, than our last service visit was called in on January of 2022 the customer claimed we originally made the repair incorrectly and the call taker un aware of the other service company fixing the heat once again sent a technician out under warranty which had been expired for 6 months at this time. The customer was running the emergency Heat instead of utilizing the actual heat pump which does have a contactor that clicks and emits a humming noise while engaged even though the system was fully functional the tech did install a new contactor in an attempt to eliminate the noise complaint. We have gone above and beyond our required home warranty service and when we declined another free warranty call to the home the customer became irritated and demanded to speak with a manager, I was in a service meeting when I received the notification from the customer service representative, I responded take there information and I will call them when I am finished. Well 45 minutes later as our weekly service meeting ended I discovered this customer was still on hold and refused to disconnect and wait for my return call which is fine but now at this point the customer is angry telling me my technicians do not know how to do there job and demanding that we came out right away and fix the system. I politely explained that the warranty had expired as I reviewed the service history with the customer on the phone. This is when the conversation started to degrade and after several minutes of the customer belittling Airtron and our technicians. I made every attempt to figuratively talk the customer off the ledge, I even compromised and explained that all though your warranty is expired I am willing to send a technician out to investigate the claim that it is a craftsmanship issue and if that is the case I would waive the charges (Which we are still willing to do) but if we discovered the problem is maintenance related or a manufacturers part failure than she would be responsible for the diagnostic fee and we would quote the repair cost at that time. At this point in the conversation the homeowner started to yell "they ain't paying for a **** thing" I simply replied if you are unwillingly to agree to those terms I would not be able to send anyone out. This is an hour into the phone conversation and at this point so I did respond politely that I am going to have to disconnect this call, I am sorry I am unable to offer you free service but If you are willing to accept responsibility for the service call diagnostic fees if its determined not caused by us, however I will gladly waive them if this issue was caused by Airtron, The homeowner proceeded to demand free service at which time I disconnected the call. A few hours later the builder contacted me and agreed to cover the diagnostic fee because they are well aware this home was way out of warranty, I explained the situation and told the builder we will not repair anything caused by lack of proper maintenance or related to a part failure, but we will determine what repairs need to be done and the cause of the the repair needed, and as per our original stance if it is craftsmanship related we gladly take care of it at no charge. I have already agreed to send a supervisor and a senior technician to this prior to this complaint being made. Consumer Response /* (3000, 7, 2022/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will not allow Steve from Airtron make me look like I was an Irate customer who was wanting something for free as stated previously I was told by a licensed professional that due to the negligence of the Airtron technicians when they were called out to thoroughly check and fix my HVAC system it caused a domino affect to happen which led to my system shutting down. We were never using the Emergency heat we where using regular heat and our system kept switching to emergency heat while on regular heat on it's on that's why your tech was dispatched and you stated during our phone conversation that the buzzing noise was completely normal and that there is no where written down that the buzzing is an issue after I read my inspection report to you. Steve was very Rude as soon as he got on the phone he was very offended when I told him that his technicians did not properly fix the issues when they were out which has caused a domino affect with my system. I am well aware that warranty was out and I and my husband are more than happy to pay for anything that we may have caused or due to normal wear any tear if they system but after seeking professional advice and being advise that Airtron was not doing there job properly I want led to hold the company responsible. Airtron in Dallas Texas has an extensive track record for doing this to people they have 95 reviews on yelp with a one and a half star and also considering the numerous complaints to the better business bureaus and a Dallas newspaper article where a lady was forced to live in a hotel for 2 weeks because Airtron refused to fix her HVAC system. I contacted Brannt with Ameritex Homes and he was lovely and quickly called Steve and demanded they send someone out to try and get my system up and running after I called him with tears in my eyes explaining to him that I have a toddler in my home and we are burning up. he did state that Airtron will try to get our system working but it does depend on what needs to be done and that we may be responsible for paying because of us being out of warranty but he would pay for the service fee. So I say all of this to say I give credit where credit is due if it was not for that nice man Brannt at Ameritex I and my family would still be in the same situation. Steve had no intention on helping he just wanted to continue on yelling and screaming about what he was and wasn't going to do while stating that he has the best techs and they never make a mistake. He is only willing to send a technician out because he was forced to by Ameritex Homes. Airtron needs to be held accountable for all the people they have wronged over the years months days and hours!!!!!!!!!!!!! Business Response /* (4000, 9, 2022/08/23) */ Steve at Airtron has reached out to the customer and personally apologized by phone for the previous interaction after reading the response and in attempt to provide customer satisfaction had a very sincere conversation with the homeowner in an attempt to redeem ourselves and do right by the customer.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Contacted Airtron 3 weeks ago and spoke to the customer service on the phone about my air conditioning issue , they offered to have a tech come to my house for air balancing, this week the tech didn't show up neither did they contact me about not showing up , I called back to customer service only to find out that they decided to cancel my appointment without even talked to me first , I contacted them because I had issue with my AC they cancel my appointment without knowing what the issue is very unprofessional, now I m in a house with an AC that's not working !

  Business response

  09/07/2022

  Business Response /* (1000, 5, 2022/08/08) */ Contact Name and Title: Steve S******* Warr Mgr Contact Phone: 2148765153 Contact Email: STEVE.S*******@NRG.COM Hello homeowner, This is Steve from Airtron the warranty manager we spoke last week when I was notified of by our customer care team that your appointment had been cancelled and missed without notification, I explained to you at that time your call was booked incorrectly which is why it was not run, We do sincerely apologize for any mistakes that caused you an inconvenience , I did honor your request and sent a tech out right away as promised and it appears from the notes the thermostat that was installed by someone else was just out of calibration we did correct the thermostat issue for you at no charge even though it was not our thermostat with the interest of customer satisfaction in mind. Consumer Response /* (2000, 7, 2022/08/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  06/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  AirTron installed the air conditioning unit in our new build June of 2019. We have continued to have repeated issues with the unit, including multiple freon leaks that have not been correctly repaired. This has required multiple visits by a technician every summer since moving in. Finally, this summer when the A/C again stopped working, AirTron just refused to come look at it because we were not "members." Ultimately another company was called who found multiple issues within the system. The new technician advised multiple times that these issues should have been previously discovered. The overall cost to repair AirTron's negligence was $1765.09. We request AirTron to cover these expenses based on their previous negligence in correcting the issues.

  Business response

  08/08/2022

  Business Response /* (1000, 5, 2022/06/27) */ Contact Name and Title: Steve ******** Warr. Mngr Contact Phone: XXXXXXXXXX Contact Email: **************@nrg.com Dear homeowner I am the Airtron Warranty Operations Manager, I have personally attempted to return your phone call prior to you making this complaint but your voicemail is full. As your complaint listed multiple issues, your service history indicates part failures Airtron is the service company and not the product manufacturer therefore the issues you previously experienced were not an Airtron Craftsmanship issues but we did make these repairs as obligated by our warranty service, It is my understanding that after your warranty expired you had a similar part failure and had another contractor make the repairs and you would like us to reimburse you because we offered you a service membership that you declined, which would have given you the repair at no additional cost other than the $24.95 monthly fee. I do however understand the frustration you have with the issues you have experienced and would like to express that we here at Airtron stand behind our craftsmanship and our professionalism and are only looking to provide our customers with the best service possible. Unfortunately we are not able to pay you a reimbursement because you chose to use another contractor. We would like to retain you as a customer outside our initial warranty services and I am willing to offer you a complimentary service plan in an attempt to provide customer satisfaction. Please reach out to me and I will gladly provide you a detailed explanation and discuss your service history in depth so you can have a better understanding of the entire situation and all the reasons behind it. Thank You

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Brand new equipment continues to fail. Tech after tech blames it on the prior tech. Than 2 days putting in new coils and fresh airbox. It was completed last week of December, so I foolishly didn't test it and go to use AC this week and doesn't work. Previous times appointments were no shows, so I call in today to verify appt since last time it wasn't put in system as their excuse, and not only was it not put in system I'm advised their was an owed balance for the previously warrantied work on a unit that is a year old. They advised if it wasn't paid no appointment would be set so I paid it since it was the better route than having wife and kids at me all night and missing more time off work from insomnia, to say the least. Thank God I called because I was not advised that yesterday when I set the appt and still have no idea why I would owe money on new warrantied equipment that continually their lack of workmanship is the issue and they should be responsible for in the first place. Its been a nightmare above and beyond even the equipment, but the concern and professionalism and competency lacks time and time again, but I am not in a position of control of the situation and they have me by the you know what and do as they please with the situation. If I use a diff vendor it will void my warranty and service plan so I am outta luck there so to speak as well.

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/03/29) */ Mr. ****** and I have been in conversation to resolve his issues. We will be refunding the customer the $313 he requested and will be making a follow up visit to ensure his unit is operating correctly on 4/1/22. Consumer Response /* (2000, 7, 2022/03/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Felipe with Airtron was super courteous and took responsibility without pointing fingers to include going above and beyond and for issues that deemed manufacture responsibility. I feel comfortable that Airtron (because of this manager) has renewed my confidence and trust back with Airtron.

*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. ↩