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:02/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up a contract with Air Repair Pros in the summer when I was having AC issues. As part of the contract, they came out to yesterday to do the bi-yearly maintenance on the heating unit. ***** J was the technician, and he came around 2.30pm. He was pleasant to to talk to and he told me what he will be doing. He checked the thermostat and commented on the good heat flow and replaced the air filter for the unit (provided by me). He went in the attic, was there for over 30 mins, so i asked if all is ok, as that seemed like a long time to be up. He said yes everything is. A few mins later he tells me he is not able to get the gas valve open or started. I didn't know what that meant, so I told him that the system was working before he went in the attic. He tells me that this is a 27 year old unit so it is bound to break. I told him he was up in the attic and that's when the system stopped working and he is responsible to fix it. He said no, it is an old system and he cannot fix it. I called his company and told him he needs to fix this before he leaves as he was up there and it stopped, my unit was working perfectly prior to that. His manager ******* called, told me i am holding his employee hostage, when i said he needs to fix the mess he made, they were telling me i will have to pay to fix something they broke. I wanted them to take responsibility and fix what they broke. ******* and ***** J were arrogant and said they cannot fix it for no cost. I was very upset and my voice was raised. *******, he said they will no longer fix the issue, and said "do what you want". I was terrified when he used the words "hostage". I was angry, but didn't want any trouble, and told the technician "please leave", and closed the door. I want them to pay for the damage they caused, as I have to call someone to fix heat on one of the coldest days. I want them to cancel membership and refund part of the contract payment as i no longer want to do business with them, for a bad job.

  

  Business Response

  Date: 02/14/2025

  Unfortunately, our sequence of events is vastly different from what the customer is reporting.

  Yes, we came to their house to perform their biannual maintenance. However, when we arrived the thermostat was reading 68 degrees. When our technician went into their attic, the system was not running. We attempted to turn it on without success. After testing each component (obviously thoroughly to be sure as noted by the customer) it was evident that the gas valve was faulty. We informed them of this and was not received well. We understand news of this nature during what should have been a routine visit is not ideal but does not mean we are at fault when a 27 year old piece of equipment is not already on and working. We provided them options for repair and replacement (given the age). That is all we can do in terms of the problem at hand. We have already refunded $199 for the membership and cancelled it. This refund should show up in their bank account in the standard 3-5 business days.

  Customer Answer

  Date: 02/14/2025

  I am rejecting this response because:   I had paid $740.00 for Annual membership. They have only refunded $199 (I haven't received the refund yet). They need to refund me half of membership amount $370.00.(please see transaction payment made to Air Repair Pros in July 2024 when membership was taken during an AC not working that I had called them for)

  The temperature is always set to 68 degress in my home as this is a comfortable temperature. The heater was on when the technician ***** J came. He also commented on the heat flowing a he replaced the air filter. 

  I had to call someone and pay them additional money to fix the damage Air Repair Pros has caused. They caused me stress and discomfort on one of the coldest days of the week. I was without heat for 24 hours when the outside temps were in the 20's. 

  I am not even asking them to pay me what I paid the other company to fix it. I do not want to do any business with them ever, but I am requesting $370.00 back from them. 

   

  

  Business Response

  Date: 02/14/2025

  You had a $740 invoice on 7/23/24 for a part install... Not a membership. You enrolled in our membership on 7/22/24 for a total of $199. Please review your records or review the invoice I conveniently attached. As stated in my previous response, a refund takes 3-5 business days to reflect in your account. Given it was processed yesterday, that would be the reason you are not seeing it.

  Customer Answer

  Date: 02/15/2025

  I have reviewed the business response and accept this resolution. If the amount $199 is not refunded by 2/20, I will reach out to get a status.

• Initial Complaint

  Date:06/27/2023

  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.

  On 6/26 I had Air Repair pros technician ****** at my home to inspect my downstairs ac unit that was not blowing cold air. The upstairs unit was working fine. He went into my garage, outside, and in my attic and took quite awhile. He then told me about a service fee which I was unaware of. He then told me that it was taken out of the amount for replacing the downstairs unit. I said I was still getting quotes. He left and I called to complain about the non-disclosure of the service fee. I don't have an issue paying for time spent. My issue is the fact that they never told me about it. Am hour or two later, my upstairs was unbearably hot and had to put my kids to bed upstairs. Luckily I had a window unit so they all had to sleep in the same room with the window ac unit. I knew ****** had done something to the upstairs air conditioner. It was fine until he came. It was blowing air but it wasn't cold. It got to 85 degrees so i walked outside and the compressor fan was not spinning. I then looked at the breaker box and noticed the ac was flipped off. As soon as I flipped it on, it immediately pumped cool air through the vents. I've taken pictures and will be pursuing complaints with the state licensing department and local authorities. This was malicious behavior. The tech ****** should be fired immediately putting my children in danger.

  

  Business Response

  Date: 06/27/2023

  Customer called in the morning of 6/26/23 to schedule service due to her downstairs system not cooling. Customer utilized a phone number attached to our website to call in. On our website, it states in many areas "Our Trip Charge is only $67 but with a ************ Membership, well waive the trip fee on any same-day repairs." Customer stated she would not be home until after 3pm so we scheduled her 4-6. ************** went out to inspect the DOWNSTAIRS. All notes, pictures, estimates, etc all pertain only to the downstairs system. Customer called in directly after stating we did not properly communicate in her opinion our fee to come out to her home. In an effort to satisfy her even after her threatening legal action, we refunded the $67. Customer then called back in claiming ************** flipped her upstairs disconnect breaker with malicious intent. We are having trouble determining the motive or gain from doing such. ****** has worked for our company for years and his daily actions and numerous customer testimonials show he does not possess a character to put our customers, let alone children, in danger. 

  Customer Answer

  Date: 06/27/2023

  I am rejecting this response because I'm simply reporting what happened. People do things to hurt others all the time without anything to gain. After I said to ****** that I was getting quotes and wasn't interested in his sales pitch, his demeanor and tone changed. There is no other explanation of why this would happen. I felt lied to about the fee when the manager could have easily disclosed it when I was scheduling the appt. These occurences show what kind of ethics this company possesses. 

  

  Business Response

  Date: 06/27/2023

  Since the customer's complaint is titled "Refund Or Exchange Issues", we are not quite sure how to 'resolve' this matter given the customer is not out any money for our service call and her complaint is based on assumption.

• Initial Complaint

  Date:05/23/2023

  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.

  An employee told a woman he hopes she gets gang banged. Completely inappropriate and Sexual in nature. I have posted the video on their ******** page under their May 30, 2022 post.

  

  Business Response

  Date: 05/23/2023

  We are aware of the video circulating of an Air Repair Pros employee engaging in behavior with his ex-wife that we find unacceptable. We sincerely apologize for any distress caused by the actions of our employee. We are taking this matter very seriously and are addressing the situation internally.
  
  

  Customer Answer

  Date: 05/23/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/10/2023

  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.

  I hired Air Repair to install a new Air Conditioning unit and purchased the recurring protection plan Air Repair offers. Upon installation my unit promptly began clogging up, requiring consistent maintenance from Air Repair. The first few times this occurred, a valve in the AC shut off the unit preventing flooding and structural damage. But less than a month after an Air Repair tech came out to clear the previous clog, the unit clogged again. This time the valve did not shut off the AC unit and it flooded our house (current cost estimates are over $30,000 for replacement and repair). I again called Air Repair and asked them to explain why my living room was now a lake. Air Repair tech Ryan B. said that the valve should have shut off the AC and prevented flooding (as it had before). I noted that the valve did not work and again asked what happened to cause this. Ryan stated he would guess it was an error in installation or maintenance of the device. When I contacted the Customer Experience manager Kara, her explanation was that the valve worked as intended and that Air Repair bears no responsibility for what occurred. I noted this seems to be incorrect; if the valve had worked the flooding should not have occurred. Kara again reiterated that Air Repair accepts no responsibility for what occurred. I have never had a company attempt to gaslight me like this. I cannot believe that Air Repair would leave their customers in the lurch after they have caused so much damage. Even as I write this up, I have a hard time fathoming their justification. And due to my poor decision to hire Air Repair, I am stuck interacting with them until this is fully resolved. I would like Air Repair to assess the cause of the damage and if their final assessment matches their first (that Air Repair is the cause of the damage) I would like for them to compensate me for the significant costs incurred to my family as a result of this damage

  

  Business Response

  Date: 02/17/2023

  On 6/5/2021, we replaced the customer's A/C and heating equipment. On 5/28/22, the customer called in stating their system wasn't turning on. Upon inspection, we found that the drain lines were clogged causing the float switch to trip and shut off the outdoor unit. We cleared the drain lines and got the system cooling to specifications. On all of our invoices it states " Condensation Leaks: We are unable to warranty condensate leak repairs or be held responsible for damages while clearing condensate lines. We also cannot be responsible for any water damage unless noted." The main reason is because we cannot be responsible for plumbing related issues that occur within the structure of the home. We can only be responsible for the equipment we installed. On 6/7/22, we came out to perform biannual maintenance for the customer. In our report, everything was running to manufacturer's specifications. On 8/5/22, the customer called in stating the outdoor unit was not coming on. Again, we came out to find the float switch tripped due to clogged plumbing drain lines. On 11/9/22, the customer called in stating they had a water leak. Our report states that the plumbing drain lines were backed up. We were unable to do a thorough inspection as our technician's report states in multiple areas "Could not check, customer states they need to leave." However, there is documentation and pictures showing that the drain lines at the units do not show signs of biological growths or leaks. In other words, this leak occurred somewhere past our equipment in the plumbing drain lines.
  
  Customer then emailed 2 months later on 1/5/23, stating we are responsible for damages of a sum of $30,000 to their home and believe we should reimburse them. Between our documented visits and pictures and water leak disclaimer detailing our areas of responsibility, we cannot be at fault or responsible for this damage. We thoroughly detailed each visit and findings in numerous emails with the customer after the initial email. Given the customer's insistent communications across numerous social platforms and emails, we are unable to agree to the facts stated.
  See Attachment/File: Nov 2022 Report

  

  Business Response

  Date: 02/23/2023

  The only supporting argument the customer continues to refer to is a single statement he claims one of our technicians said at the last service call however everything documented by the technician explains the opposite. The technician also documented that the customer had to leave and he was unable to finish the inspection of the situation. What he did document is that our equipment and parts were in good working order. It is very apparent that the home has severe plumbing issues with the amount of clogged drains they have had. We are not plumbers.
  
  Customer submitted the loss claim to their insurance in which their insurance company has paid out which is significantly less than the amount customer is requesting from us. At this point this is a matter between Air Repair Pros and Hippo-Spinnaker Insurance Company.
  See Attachment/File: new doc 2023-02-23 14.55.08.pdf

  Customer Answer

  Date: 02/24/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Air Repair indicates the house has plumbing issues. Yet prior to the installation of the float switch by Air Repair, flooding of the type that occurred in November had never occurred in the previous decade of residence. It wasn't until Air Repair installed and maintained the float switch that this problem manifested.
  Air Repair indicates that their inspection of the equipment and parts indicated they were in good working order. This makes no mention of the fact that the float switch, when it is in "good working order" would function to turn off the primary AC unit in the event of a flood. How can a device be in good working order when it is actively failing?
  Air Repair indicates that their technician was not given adequate time to complete his inspection. This is a lie. I would have no reason to shorten the technicians review of the equipment. As a homeowner not knowledgeable in the functioning of an AC system or why it would begin flooding, I wanted the technician that arrived from Air Repair to explain what happened. That is why I called them out in November; to explain to me what happened. Its telling that nowhere in the Air Repair description is detail regarding my conversation with Ryan, the technician they sent out. If Air Repair is to be believed, at no point did I engage in a discussion with the Air Repairs technician regarding the damage that caused us to call Air Repair out in the first place. If Air Repair is to be believed, the technician walked over the lake forming in my house, gave every item installed by Air Repair a clean bill of health, and then was promptly kicked out. This makes little sense to me.
  The loss claim filed with Hippo covered a portion of the amount of the damage and the labor to replace the same. This does not represent the total loss to my family. Numerous additional costs were incurred as a direct result of the damage caused by Air Repair.
  

• Initial Complaint

  Date:12/23/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 7/2016, while in ******* our house was being watched & our dog cared for. We were alerted our house was not cooling. We were concerned, a friend researched AC companies & selected Air Repair ************************** to get the system looked at. They indicated the compressor had gone out & provided 3 estimates. One for replacing the outdoor heat pump unit for $4927, one for replacing the heat pump & indoor air handler for $7857, & one rebuild the heat pump for $3539. We selected to have the outdoor heat pump only replaced for nearly $4927. At the time we did not know the heat pump was manufactured in May 2013. This was not explained to us, we thought we were getting a newly manufactured unit. On 12/22/2022, upon noticing the vents were blowing out cool air. We called the company who replaced our air handler in 2019, again in 2022 as we had had warranty work done. One of the times it was doing the same thing, not blowing warm air. This was due to having a leak in the system due to work they performed. This time it was because the compressor had gone out. The technician commented on the heat pump being from 2013. We told him it was installed in 2016. The technician indicated it should have had a 10-yr warranty from Trane. He checked & indicated Air Repair Pros did not register the equipment with Trane hence sticking it to us by leaving us with the 5-yr warranty they provided rather than Trane's standard 10-yr warranty. The unit was only functioning for us for 6.5 ******** have no recourse to get it replaced under the Trane warranty. Upon calling Air Repair Pros they indicated the 3 options would have been thoroughly explained & that the price was discounted for purchasing an older unit. They also indicated we would only have the 5-yr warranty written on the paperwork. I see Air Repair Pros did us wrong on 2 accounts; installed a heat pump which was 3 years old at installation without telling us & then didn't register the equipment with Trane to get their 10-yr warranty.

  

  Business Response

  Date: 12/28/2022

  We have a ***** sqft warehouse in which we stock equipment for all the size and type of systems we sell. This allows us to replace equipment for our customers quickly, often the same day. A benefit **************** was able to experience when we scheduled a service call the morning of 7/7/16, condemned the heat pump and replaced it the same day.Manufacturer's, like Trane, will manufacture the equipment, ship to local warehouses and then fulfil dealer orders like ours. With all these steps, oftentimes the manufacturer date on the unit can be a year or two prior from when the pallets are delivered to our warehouse. We actually just received an order from Trane last week that has a manufacture date of March 2021. We then can warehouse the equipment for 1-2 years until it is sold and installed. Equipment does not depreciate or change any aspect of it if manufactured one year and installed in another. It is still brand new, out of the box with the same functionality and warranty. In this case, we received the heat pump installed at ****************** mid ************************************** July 2016. Equipment comes with a standard 5 year part warranty from the date of installation unless registered. This was notated on the invoice and signed by the customer. Please see attached.
  See Attachment/File: new doc *******************.pdf

  Customer Answer

  Date: 12/30/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did sign for a 5 year warranty which as you stated is standard for when the equipment is not registered. However, you did provide us with a document stating the equipment was registered which was not true (see attached). Should it have been? The equipment may have been 3 years old when installed after sitting in the warehouse for 26 months after you received it, I wonder, did it impact the quality and longevity of the equipment? We will never know for sure
  See Attachment/File: Air_Repair_Pro_reg.pdf

  

  Business Response

  Date: 01/17/2023

  Since the dissatisfied response from the customer on 1/5/23, we have been in daily communications with them to try to solve this matter from 2016. We have explained to the customer that 3 options were presented in which they chose the least expensive heat pump only with 5 year part warranty option. They were presented with a complete system (air handler and heat pump) with 10 year warranty. Again, this option was not chosen back in 2016. Given the customer moved forward with replacing the heat pump with another contractor before this complaint was made, our possibility of reason solutions were limited. However, the customer vocalized to us that the only solution they would be willing to accept is fully refunding them $4,972 which is the install total back on 7/7/16. We are unable to refund a complete install amount of equipment that has been in use for going on 7 years.

  Customer Answer

  Date: 01/20/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Just to clarify a few points from Air Repair Pros response. I explained that I was looking for a refund of the cost of the heat pump which is generally around 60% of the overall cost from what I researched. This would have been around $3000. They offered $400.
  A few points I am taking away from this experience based upon what I have learned getting this heat pump replaced.
  1.Be sure and ask lots of questions, the company maybe honest but they are not going to disclose information which does not benefit them unless specifically asked. In my case, why the unit was only getting a 5 year warranty? It was not disclosed that the unit was discontinued and not warrantied by the manufacturer but by Air Repair Pros. (this is my understanding of the situation)
  2.Be sure and get plenty of estimates, even if it seems like you are in a bad situation. I was told we were given a discounted price which may have been the case for their pricing. However, with the latest replacement their process were 25% higher for the same product.
  3.Be sure and understand each of the options you are presented, and the warranty they have. If they do not have a 10 year warranty then understand why.
  4.Read all reviews for the companies you are thinking of dealing with. Even consider only doing business with companies who are part of the Better Business Bureau.
  5.Remember lowest price is not always better.
  
  Air Repair Pros were pleasant to work with to try and resolve the situation however in the end we did not see the situation the same.