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:12/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 2nd. 2024 I had AirCo come out to perform a system check of our 5 year old furnace system which was installed by them. The technician ******* ******** came out at approximately 5:00pm. He spent 10 minutes in the attic and stated that we needed a new Gas Valve. Having the part on his truck he installed it and a Flame Sensor. His charges for this 30 minute install were an exuberant $933.00. My wife and I both questioned him on the price and all he could say was that was the price the computer showed with no detail breakdown of the charge. He also stated he replaced my air filter, which we later discovered was a dirty filter he found in my attic. Once he was finished we asked for a detailed receipt of the charges. He stated he would send it to us once he did his report. After numerous calls and emails to the home office we were finally provided a receipt on Dec 11th, 9 days after the repair. Upon viewing the receipt we noticed that all charges were listed as Sub-Total Other with no breakdown of how much the parts or labor were for this repair. I asked why their was no breakdown and the lady at the office stated she would get back to me after she brought this to the attention of the Service Manager. We also noticed that on page 2 of the receipt under Customer Authorization this item was signed by ******* ******** as was the Customer Acknowledgement. To date we still have not received a call back or an explanation of the charges or the actions of the technician. I now also have a dirty air filter installed in my system as a result of this technicians negligence. We looked the parts up online and they are no where near the prices paid and we have no way of knowing from this receipt how much we paid in labor. The parts should have been covered under the Trane 10 year warranty. My wife and I feel that we were taken advantage of as seniors by the technician and AirCo and we request a fair review and detailed breakdown or refund of a portion of the bill

  

  Business Response

  Date: 01/06/2025

  Thank you for taking the time to speak with us today. We truly appreciate the opportunity to address your concerns and work toward a resolution.
  At AirCo, we have proudly served our community for 35 years, always striving to provide the best service possible. Our pricing is based on a structured flat-rate system, which includes labor, warranty processing, and a one-year labor warranty should the part fail again. However, we also understand the importance of transparency, which is why our technicians are instructed to present repair options in writing prior to performing any worksomething that, unfortunately, did not happen in this case. We sincerely apologize for this oversight.
  

  After our conversation today, we have agreed to credit a partial amount of the repair. We appreciate you bringing this to our attention and for working with us to improve the experience. Your feedback is invaluable, and we truly value your trust in AirCo.
  

  If theres anything else we can do to assist you, please dont hesitate to reach out.
  

  Sincerely,
  **** *****

  Customer Answer

  Date: 01/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  As they stated they did not provide a written estimate before performing the work, but they did agree to refund a portion of the service call and provided a box of new filters.  In the future I will plan on using a more reliable and honest vendor to service my two systems. Thank you for your BBB assistance in this matter.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:09/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Refund part of money charged

• Initial Complaint

  Date:07/26/2024

  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.

  Airco installed the hvac system for our builder in 2016. After three condenser replacements, I was advised by Airco that we really needed a new system. So we spent thousands of dollars on a brand new Trane system that they recommended. 1.5 years later we are having problems with the Trane system. After four visits and making modifications suggested by Trane, the system is still having condensation issues. I am now being ghosted all week by the install manager and I have asked numerous times that the general manager reach out to me. I also filed a BBB complaint with ***** because I have had a consumer affairs case with Trane for two weeks and no help from Trane whatsoever. ***** is demanding certain documentation that Airco has not provided me even after I have asked. I am not sure what else to do here other than reach out to another attorney for a second opinion. I've already spoken with one as it is. Airco says we have a two year satisfaction guarantee, that Airco will do what it takes to make you happy. I am very reluctant to believe that because we are being ignored. We have tried to avoid taking this to the next level but am running out of time and patience. Can the BBB help? Thank you.

  

  Business Response

  Date: 10/24/2024

  Mr. ******* ******,

   

  Thank you for allowing us the opportunity to address, and work through, your concerns. We appreciate your patience and are pleased that we were able to meet your financial requests to reach a resolution surrounding fees and extended warranty.

   

  We understand that we may not have been the right fit for your specific needs and expectations. We sincerely wish you success in finding a contractor who aligns more closely with your requests moving forward.

   

  At AirCo, we take pride in delivering the best possible service to each of our customers. Should you require any further documentation or assistance in this transition, please feel free to contact us. 

   

  We wish you all the best,

  Customer Answer

  Date: 10/24/2024

  Complaint: 22042642
  
  I am rejecting this response because: We have received no such documentation or offer of any kind and after speaking with my attorney their office has not received anything either.
  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 10/30/2024

  We wanted to confirm that the requested documentation has been sent to the attorneys office, it should arrive by Friday.
  We will reach out to the attorney mid day on Friday to confirm receipt. 
  
  Well follow up and keep you updated, Thank you 

  Customer Answer

  Date: 10/31/2024

  Complaint: 22042642
  
  I am rejecting this response because: I still have not received the remaining outstanding invoices that I have asked for separately via email. There were four individuals named on that email chain. I also advised my attorney to this as well. All I then want is remaining paperwork and for Airco to then delete me out of your records, unless where required by law. I apologize to the BBB for having to get involved in this mess. It should not have come to this, thank you.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:06/10/2024

  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.

  I purchased Trane XV18 HVAC system from AirCo in March 2024. From the moment this system was installed on 3/23/2024, it does not function properly. System showed numerous problems including, but not limited to:- malfunctioning UX360 thermostat;- failing control module;- inefficient heating mode;- insufficient cooling power.I first called AirCo on the day this system was installed, but nothing was done to address numerous problems that I presented. Two technicians that AirCo sent to my residence did not have necessary tools and skills to work on this "newer HVAC system". As outside temperature increased, my air conditioner could no longer maintain desired temperature in the house. I was promised "highly efficient" system that will use significantly less electricity than my previous 15 years old air conditioner. Instead, my electricity consumption increased, because my system works non-stop 8-10 hours every day.I monitored system's performance since March. I sent detailed reports about system's problems to AirCo Sales Representative, Installation Manager, Service Manager and Operations Manager. All my e-mails have been ignored. Every time I got a hold of a Service Manager or Operations Manager I heard how busy they are and a promise to "take care of me". But week comes after week, we passed ****** **** it is now June, but nothing was done to address reported problems.AirCo refused to collect diagnostic data onsite and demanded remote access to my system. Despite security concerns, I connected my HVAC system to the Internet and granted AirCo remote access to it. I requested AirCo to open a ticket with Trane and supply necessary diagnostic data to them. That was not done. Not a single part in my malfunctioning system has been replaced. It is clear to me that AirCo personnel don't have required skills and most importantly willingness to manage my HVAC unit.I'd like them to either repair/replace this unit or refund me, so I could buy HVAC from another company.

  

  Business Response

  Date: 08/30/2024

  We sincerely apologize for the inconvenience caused by the issues with your HVAC system. At AirCo, we strive to provide top-quality service, and we regret that we did not meet your expectations in this instance. Recognizing the challenges faced, we fully refunded the amount you paid. We also engaged with ***** support and shared the necessary data to better understand the situation. Our goal is always to ensure customer satisfaction, and we appreciate your patience and feedback as it helps us improve our service.

• Initial Complaint

  Date:10/28/2022

  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.

  On January 14, 2022 Airco removed my old ac ducts and replaced with new ones. When the installation was complete, and they turned the unit on to test the air flow from each of the ducts small pieces of insulation started coming out of the vents. The technician said it was because they had gotten some insulation in the ducts while installing them and that after a few days it would all clear out. It got some better but fine white particle of dust continued to come from the vents so much so that a layer of white dust covered the furniture within a few days. This was also causing my wife some respiratory problems. I tried changing the air filter every 2 weeks but still the problem continued. We held out till August and called them back and by then an odor had developed coming from the vents. The technician opened the furnace and found wet insulation inside the coil. He vacuumed it out and cleaned the coil in place . He admitted again it was the companys fault for getting insulation inside the ducts. He also said the ducts would need to be cleaned out. So, I SCHEDULED IT TO BE DONE A FEW DAYS LATER. Again, the problem got better for a while, but the dust returned from the vents again and the smell came back. I called them again in September and they sent another tech who inspected the plenum and all the duct boots. He sealed a small place on the plenum and sprayed cleaner on the coils. After he came down from the attic, we found small and larger chunks of insulation that came from several of the vents which he had no answer for. It is now October 28 and I feel I have no recourse but to file a lawsuit to at least recoup the 915 dollars they charged for the first cleaning of the coil and the duct cleaning. This also has caused respiratory problems for me and my wife so that will probably be mentioned in any lawsuit filed.

  

  Business Response

  Date: 11/08/2022

  ******************,

  I appreciate you sharing with us where we have failed to meet your expectations, and working with us to make this right for you and your home. We train our people to create a better customer service experience than this, and we are apologetic that you did not receive our best and the standards we strive for. The final repairs to your duct system will be complete by week end, and our controller has informed me that we have issued the full refund per your request. As a company we have used this experience to build new processes so as not to have this happen in the future. 

  Thank you again for your feedback sir.

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

   

• Initial Complaint

  Date:07/28/2022

  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.

  My new home was built in 2018 and Airco put in a 3 ton AC. My home is **** sqft and is foam encapsulated.The same floorpan home in our development across the street has a 4 ton AC.Our AC is a variable speed unit, but runs at 100% for 20 hours a day.They try all gimmicks and gadgets to try and put me off until summer passed but nothing works.They said that the ducts needed cleaned, (so we cleaned them)They said the 4" filter was dirty after 2 months (we changed it)One thing after another..and NOW, they don't call me back.I am waisting my money and the states power with my undersized AC that should be replaced with at least a 4 ton unit. I am done calling this company and trying to get someone to call me back just to blow smoke.My next stop is to contact the ***************** to complain how my AC runs 100% waisting power for no reason.

• Initial Complaint

  Date:06/23/2022

  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.

  I had service work perform on June 9 and 10. The service was found to be under warranty on June 10 so our sevice technician talked to his Field Manager, *******..which informed him the charges would be credited in a few days. I Called the company and talked to *******, and was told the service was under warranty and I would receive a refund on the previous charge which was $245. I called after 5 days no refund.I called again and talked to ******, she informed me the check was in the mail. I waited a few more days, no refund. I called again and was told it was in the mail to wait, I was told to talk to ******* so I left messages but have received no call back.I have called serval times, left several messages. On the latest call to the office ****** informed me that the credit will come in the payment form that was made by check, I informed her it was by credit card, she put me on hold and came back and said someone would call me back...2 weeks later no call back, no credit..No response from no one

• Initial Complaint

  Date:05/13/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May of 2020 after purchasing a complete system install from AirCo Air Conditioning and Heating, I also purchased a maintenance plan that included among the listed benefits: "Two inspections per year" and "Prescheduled Maintenance Reminders". In December of 2020 AirCo contacted me to schedule the first of two prepaid maintenance inspections. In May of 2021 Airco again contacted me to schedule the second of the two prepaid maintenance inspections. We're pleased with the service so at that time we renewed the maintenance plan and prepaid for another two maintenance inspections. In December of 2021 AirCo contacted me to schedule the first of two prepaid inspections. Today, May 12, 2020, I called AirCo because I hadn't heard from them regarding scheduling of the second prepaid inspection. preI was told I had forfeited the second inspection I prepaid for when the "Membership expired on May 4." I asked why I wasn't contacted to schedule an appointment and was told AirCo "only contacts customers as a courtesy when they have extra time and they'd been too busy for that." I do not recall ever having heard the plan referred to as a membership before this time. The word "membership" does not appear anywhere on the original invoice from May of 2020. I was never told that the two prepaid inspections could be forfeited if not scheduled by a particular date or that I was responsible for scheduling them. In fact, at the time I purchased the plan, I was told I could not schedule so far in advance and would need to wait for AirCo to contact me when scheduling was available. No where on the original invoice is there and indication of the possibility of an expiring membership or forfeited pre paid services. To the contrary the invoice lists "Prescheduled Maintenance reminder" as one of the benefits. I paid $168 for two maintenance inspections and only received one. I would like one half of that amount ($84) refunded.

  Customer Answer

  Date: 05/24/2022

  Airco contacted me and offered to refund the unused portion of my service contract as I requested.