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:01/05/2025

  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.

  A-US Air of Texas cancelled our work order through American Home ****** (***) stating that our system had been bypassed/tampered with.After discovering our Central air unit was not working properly on 17 January, 2024 a work order was submitted through *** for our unit freezing up. A- US Air of Texas arrived 18 January, 2024. The diagnosis was a defrost board needed to be installed. The resumed work on 23 January, 2024 to complete the work. At this time no one from A-US Air mentioned anything about system bypass. Below is the result of another *** work order request due to an extreme amount of hot air being blown into our bonuse room upstairs even when that thermostat is turned off. We have a dampener system so we have one ac unit and two thermostats. "Autho Number:Dispatch ID: ********* ************************* History:Tech found zone board to be tamperd and bypass, downstairs thermostat is running straight to unit and not to the board. Customer is aware that we will need to let home warranty know that unit is bypass.12/12/2024 9:01:31 AM: Air Conditioning (Central-Electric): Not Working"I requested the complete records several times from A-US Air of Texas for work done in January and above is all i was provided. *** they would have to request what work what done so apparently *** doesn't keep service records.Only A-US Air of Texas had been to our residence to do any AC unit work from 01/18/2024 to 12/12/2024. No other work request has been requested to during that time period which would result in only A-US of Texas providing any maintenance on our unit for the above time period. Had this system been placed in bypass previously to 01/18/2024, A-US Air of Texas would have discovered it at the time of installing the defrost board. I'm requesting A-US Air of Texas reopen the *** work order and complete the work per the original work order in 12/12/2024.1

  Customer Answer

  Date: 01/15/2025

  A-US Air of Texas was provided a work request from American Home Shield on 01/10/2025 to fix our ac unit which has been freezing up. "Track ********************************************************************** Your service appointment with A-US AIR COND OF TEXAS *** (***********) has been scheduled for Tuesday, January 14, 2025. Service Pro A-US AIR COND OF TEXAS *** (***********) ************ Service Appointment Tuesday, January 14th, 2025 Arrival Time: 9AM - 12PM Need A Follow-Up Appointment? Service Summary AC Central Air Covered Property *********************** Email ******************** Mobile Phone ************ *************** Fee $100.00 Tax $0.00 Total Amount Paid $100.00" The window for service was *********, Tuesday, 01/14/2025. I have received no calls to notify of arrival, delay or reschedule. We continue to experience a uncomfortable situation in our home for a service already paid for through *********************

  
  

  Business Response

  Date: 01/22/2025

  The recall was cancelled due to findings on the original work order.  We were in the process of submitting this when the new recall came in. Due to the progress of the original work order, the recall was cancelled because we can't repair the system without the customer's home warranty company's approval.   Our company cannot go off the findings of another company.  This is a matter between the customer and their warranty company.    

  Customer Answer

  Date: 01/22/2025

  I am rejecting this response because:   

  Business Response

  Date: 01/23/2025

   The customer has a contract with a Home *****************  The customer does not have a contract with our company.   We have to follow the guidelines set forth by the *********************. We have to report our findings and follow the *********************** instructions.  

• Initial Complaint

  Date:11/30/2024

  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.

  I had a heating tuneup done yesterday. The tech who came out said that everything was good. I awoke at 1 am to find that my heater was not working. My HVAC system has run like a champ until then. I have a 4 month old who I cannot give a heavy blanket to without risking SIDS or suffocation. The reason I woke up was because my other child who isn't quite 2 years old woke up freezing and began crying and trying to warm up with me. I repeatedly called the company emergency number which I left several messages on, but still no one has called back. It is way too cold outside to have no heat. It is also clear that it isn't working because of something this company did when they did the tuneup. I want someone to fix this immediately.

  Business Response

  Date: 12/18/2024

  This matter has been settled with the customer.

  Customer Answer

  Date: 12/18/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:11/06/2024

  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.

  This company was sent out by ******************** - my home warranty company for HVAC repair at *********************************************************. Their tech ********* did a wrong diagonsis and replaced just capacitor and cleaned coil and compressor was shorted in few days after that. Then they replaced compressor and TXV and we had issue again in few days - same tech came and said refrigerant was low even though they had claimed they used 11 pounds of freon few days ago. They didn't check for any leaks . **** stopped working again in a month and new tech ***** from the same company came and said the issue was all along the leak in evaporator coil and they should have never replaced TXV. Also this was the 2nd time they replaced the compressor, they came in sept 2023 through home warranty company and compressor was shorted so they had enough history to understand compressor was keep getting shorted due to refrigerant leak. They are incompetent, rude - their install coordinator doesn't explain breakdown of charges. They have fradulent practices like their accounting department has never provided me with full invoices from last year and this year even after I emailed them multiple times and called them more than a dozen times - last time they said they will charge 10$ to provide me invoice. They have also charged me twice now for 11 pounds of refrigerant (both the times they replaced compressor) and my hvac installer has said the system only takes 7 lbs of total refrigerant. I paid them 895$ in Sept 2023 and 1225$ in Sept 2024 so total of 2120$ and now they are asking another 1075$ to replace evap coil and some code corrections. I am going with my own installer and replace the whole inside unit as their techs have messed up the whole unit in last few repairs costing me additional 4200$ for full unit replacement. I am requesting full refund of all the work they have done on my unit. There were clear signs of refrigerant leaking and issues in inside unit that were never fixed

  Customer Answer

  Date: 11/07/2024

  I had my own vendor replace the entire brand new inside unit but outside unit is still having issues - compressor is short cycling and ready to die again. A-US air conditioning installed supposedly brand new compressor just 2 months ago and another one just 1 year ago so twice and now it is bad again. I am going to pay for replacing the entire new outside unit also rather than going to A-US again. They have prematurely killed both my inside and outside unit due to incompetent tech doing trial and error and not fixing the real issue and I ended up paying total 7000$+ to replace both of these systems. I think they need to pay for damages on top of refunding all the money they have charged me in last 1 year (not to mentinon whatever *** warranty paid them). I have filed their complaint with ******************** warranty company as well. I will upload serial tag pictures of both new inside and outside ***** to prove that I had to replace both systems due to their failure in properly resolving issues in time. The most recent issue has been ongoing since Aug 19 and A-US worked on HVAC multiple times between then and now. 

  Business Response

  Date: 11/14/2024

  The complainant in this matter is under a contract agreement with a home
  warranty insurance company that covers service and repair on the appliances and
  mechanical equipment at their home. They do not have a contract or service agreement
  with A-US Air Conditioning (A-US Air). According to the provisions of their home
  warranty insurance agreement, which we have provided, the complainant may request a
  second opinion from another service company if they feel our diagnosis was inaccurate.
  Additionally, A-US Air and its technicians do not make coverage decisions. We report
  our findings and recommend scope of work to the complainants home warranty
  insurance company. Per the terms of the policy agreement with the home warranty company and the
  complainant, the warranty company makes the final decision on coverage and often will send a second
  opinion on their own if they feel our diagnosis is without merit.
  (1) According to the complainants statements, we replaced the compressor last year in
  2023 and the problem then and now was a leaking evaporator coil. That statement is a
  fabrication or guess from an untrained person. The complainant is not a licensed HVAC
  technician otherwise hed be doing these repairs and diagnostics himself. Any
  statements or comments from a technician or in this case the complainant, that follows
  behind the repairs of another is merely speculating about whether prior repairs made
  were necessary and what was the cause of failure at the time the prior repairs were
  completed. The follow up tech or complainant in this matter wasnt there, didnt have
  knowledge of the symptoms and/or conditions and by making those statements that
  couldnt be proven in a court of law is largely just full of s*** and making up stuff hoping
  something will stick.
  (2) The compressor was replaced in September of 2023 and was 6 years old. The AC
  system worked from the time we replaced the compressor in September of 2023 until
  the complainant placed a service request August 19, 2024. If there was a leaking coil,
  wed have been back much sooner.
  (3) The tech for the 8/19/2024 service call found that the refrigerant pressure was high
  (Not a common result for leaking coil), due to a dirty condenser coil (Restricted airflow
  across the condenser coil causes higher refrigerant pressures and can lead to
  refrigerant leaks and can cause premature failure to the compressor). The tech also
  replaced a run capacitor for the condenser fan and the compressor.
  
  (4) A week later, the complainant placed a recall request and the same tech returned.
  The tech found that the compressor was shutting off on bypass from high pressure
  resulting from a restricted expansion valve (***). The tech replaced the *** but the
  damage was already done to the compressor and we were given authorization from the
  home warranty insurance company to replace the compressor.
  (5) The compressor was replaced on 9/5/2024. 18 days later the complainant placed
  another recall order through the home warranty insurance. The tech found the system
  less than 1 pound low of refrigerant (.875 lbs or 14 oz) and did not detect any leaks in
  the system. That is an extremely small amount of refrigerant to have leaked out and is
  difficult to identify on a leak search.
  (6) 37 days later (Over a month), the complainant placed another service request and
  our tech found that the evaporator coil had a refrigerant leak and we were authorized to
  replace the coil. The complainant elected to accept cash in lieu of having the covered
  repairs completed. The complainant received $460.00 from the warranty company for
  the repair. That $460 is charged back to our account through the warranty company.
  (7) The complainant paid A-US Air $1225.00 in 2024 that consisted of Code Required
  items (Low Voltage Conduit and *************** Caps), and 11 lbs of R410A
  refrigerant. Also, the complainant mentioned the unit holds 7 lbs of refrigerant. The
  amount shown on the data tag on the outdoor unit specifies that is the Factory Charge
  in the condenser outside. They do not calculate length of refrigerant lines and indoor
  evaporator coil that have to be accounted for in the total refrigerant charge.
  (8) None of the pictures/attachments from the complainant are related to our
  workmanship with the exception of the invoice. Those are pictures of the evaporator coil
  that we did not replace or repair.
  In closing, we will not do anything further for nor will we provide any compensation or
  refund to the complainant. A-US Air Technicians and Installers performed the services
  in accordance with the laws of the State of Texas that are governed and enforced by the
  TDLR and Texas Occupational Codes. A-US Air respectfully asks for this matter to be
  closed and to be released of any liability at the conclusion of your review.

• Initial Complaint

  Date:10/08/2024

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint against A ****** regarding unresolved service on our air conditioning unit. Our home warranty company assigned A ****** to fix the unit, but they failed to complete the job and provided false information to both us and the warranty company.**Transaction Details:**- Date of Transaction: October 7th, 2024 - Service Provided: ** Unit Repair **Nature of the Dispute:**On October 5th, 2024, our warranty company assigned A US Air to repair our ** unit. On October 7th, their technician, *****, visited, diagnosed clogged pipes, drained them, and said the system was fixed. He instructed us to reset the system, which we did after he left, but the ** still didn't work, and our home temperature reached 80 degrees.We contacted A US Air, and ***** returned the following day. He inspected the unit, found a block of ice, and said he couldnt fix it immediately but that someone would come later that day, or he would return the next day. After calling A ****** for an update, we were told to contact the warranty company. Upon doing so, we learned that ***** had falsely claimed we had tampered with the system, which we did not.Currently, our ** is still not functioning. As a pregnant woman with a high-risk condition, this situation is particularly distressing due to the unbearable heat in our home. Despite repeated attempts to get the issue resolved, A ****** has refused to fix the problem and has given misleading information.**Desired Resolution:**I ask that the BBB intervene to ensure that A US Air takes responsibility for the necessary repairs and stops providing false information. Given the high-risk pregnancy, I expect immediate attention to resolve this issue as quickly as possible.Thank you for your attention to this matter. I look forward to a swift resolution.Sincerely, ******* *****

  Business Response

  Date: 10/23/2024

  As stated by the complainant, they are under contract with a home warranty insurance company. The home waranty company sent a work order to A-US Air with notes that the ** system was leaking water. On 10/7/2024 our technician found the system had a clogged drain line so he cleared the clog. The complainant called back later as stated and we reassigned the tech for the next day 10/8/2024. It was reported that system would not stay on. Upon further inspection, the tech found that the control wiring and some components had been bypassed and/or tampered with causing the problem (Pictures are attached). Section 7, Paragraph K, of the complainant's home warranty contract agreement identifies the condition as a not covered item. Therefore, when reported to the warranty company, they denied coverage. That being said, the home warranty policy states in Section 9, Paragraph G, that when a denial for coverage is placed they policyholder may request a 2nd Opinion within 7 days of the coverage decision. This matter is a contractual issue between complainant and home warranty company. ******** did it's due dilligence by diagnosing and reporting what was found. Coverage decisions are made by the warranty company. Evidence of what was reported is in the attached pictures.

  Customer Answer

  Date: 10/23/2024

  I am rejecting this response because: we did not tampered with the unit. It was the companys technician who had tampered with it before taking the photos.

  Business Response

  Date: 11/14/2024

   A-US Air did it's due diligence by diagnosing and reporting what was found. Coverage decisions are made by the the customer's warranty company.Evidence of what was reported is in the was attached in the previous response.   

   

  Customer Answer

  Date: 11/14/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/24/2024

  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.

  On August 15, 2024, A-US Air Conditioning of Texas visited my residence to address an HVAC issue covered under my AHS warranty. The primary concerns involved several vents in my home either blowing minimal or no air, or emitting hot air. Following the technician's assessment, a report was submitted to AHS, which subsequently denied my claim on the grounds that the damages were not classified as normal wear and tear (see attached image). I requested a copy of the report submitted by A-US Air Conditioning of Texas to AHS, and was assured that it would be provided within 24-48 hours, along with follow-up communication from the contractor. Despite this assurance, over a week has elapsed without receipt of the report or any contact from the contractor. Based on the AHS website (since I never received the contractor's report), the submission made by A-US Air Conditioning of Texas combined two primary issues: loose collars and holes in the return. However, there are additional issues such as tears in the ductwork that were mentioned by the technician but were not included in the report. According to my AHS contract, issues such as leaks or breaks in ductwork, including leaks in vapor barriers, plenums, dampers, registers, and grills, should be covered. A-US Air Conditioning of Texas did not accurately document and submit these issues, which has resulted in the denial of my claim by AHS. I request that A-US Air Conditioning of Texas promptly submit a revised report to AHS, clearly separating the issues into the following categories: 1) Loose collars, 2) Holes in the ductwork, and 3) Holes in the return. The loose collars and ductwork holes are consistent with normal wear and tear and should be reported as such. Additionally, the holes in the return are due to the aging of HVAC tape, which is a normal occurrence over time. Should A-US Air Conditioning of Texas choose not to rectify this matter with AHS, I expect them to address and repair these issues at no cost to me.

  Business Response

  Date: 09/04/2024

  The complainant has a contract agreement with a Home Warranty Company for service on the appliances and mechanical equipment at their home. They do not have a contract or
  service agreement with A-US Air Conditioning (A-US Air). According to the provisions of their agreement with their warranty company, which we have provided, the complainant may request a second opinion from another service company if they feel our diagnosis was inaccurate. Additionally, A-US Air and its technicians do not make coverage decisions. We report
  our findings to this warranty company. Per the terms of the policy agreement between the warranty company and the complainant, the warranty company makes the final decision on coverage and often will send a second opinion on their own if they feel our diagnosis is without merit. In this case, there were abnormal failures to the ducting system that were identified, documented, photographed, and reported to the warranty company for a coverage decision. The warranty company chose not to cover repairs for the complainant. Duct work and plenums are passive. They do not have mechanical or moving parts. Damages and defects to the ducting system are almost always the result of abnormal causes that are classified as “NOT
  NORMAL WEAR & TEAR” conditions. We have attached all related job records and details along with an AHS policy agreement for your review. A-US Air respectfully asks for this matter to be closed and to be released of any liability at the conclusion of your review.

  Customer Answer

  Date: 09/04/2024

  I am rejecting this response because:   

  I am writing to address some concerns regarding the report submitted by A-US Air to my warranty company. Specifically, my contract states that if I request a second opinion this would require an additional $100, which I believe is unnecessary given that I have already paid $100 for A-US Air’s initial assessment. I had expected that this fee would cover a detailed and accurate report, including a clear distinction between normal wear and tear and abnormal damage. However, there are three key issues with the current report:

  1. A-US Air has not provided photographs of the ductwork that were reportedly submitted to my warranty company.

  2. The report does not separate the issues identified into normal versus abnormal wear and tear, despite the technician's statement to me in person that loose ductwork was considered normal wear and tear.

  3. Additionally, the technician mentioned other ductwork leaks during the inspection, which are missing from A-US Air’s submission to my warranty company. Despite multiple attempts to contact the technician, I have not received any follow-up communication. This discrepancy between the technician's in-person statements and the official report raises concerns about the accuracy of the submission.

   

  I am requesting one of the following resolutions:

  A. A-US Air resubmits a revised report to my warranty company that clearly separates normal wear and tear issues from those deemed abnormal and includes the additional ductwork leaks that were reported on-site. If necessary, A-US Air may revisit the property to take further photographs for submission.

  B. Alternatively, A-US Air provides me $100 which I paid for the initial inspection, allowing me to seek a second opinion from another provider, as the report submitted does not accurately reflect the technician's findings or provide the level of detail for which I paid.

   

  Please see the attached documentation supporting that ductwork defects can be attributed to age and normal wear and tear. A blanket statement that such defects are almost always due to abnormal conditions does not appear to align with general HVAC industry standards.

  I look forward to your prompt response and resolution.

  Business Response

  Date: 09/05/2024

  The customer's contract with their home warranty company allows for a second opinion.   If the second opinion does not confirm our findings, then the customer is refunded for the cost of the second opinion.  We are not changing the report we sent to the warranty company and we will not be reimbursing the customer.  We follow the guidelines set forth by the customer's warranty company. Our last response included all the information that we reported to the customer's warranty company including pictures.   

• Initial Complaint

  Date:08/17/2024

  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.

  On Monday 8/12 two technicians came out to repair our inside ** unit, while doing so they fell through our ceiling (which has since been repaired) but they also unclogged our ** drain line which was routed to our guest bathroom, when this was done, they did not check the P-trap under the sink, or they forgot to secure it (I'm assuming because of the chaos of falling through the ceiling) and the ** continued to drain all day in to the floor in the bathroom, which resulted in the bathroom flooding. This also resulted in our oldest daughter's bedroom flooding, which ruined her carpet. We reached out to let the supervisor *** ******* know, I've seen multiple emails with no response. I also left a voicemail for someone named *****, also with no response. We ended up having to rip the carpet out after extracting the water ourselves and putting a fan on the carpet, it ended up mildewing and smelling horrid, so we had to rip it out due to the lack of response from the company. I contacted the warranty company, ******************** on Friday 8/16 and all they did is submit a ticket which dispatched the company out to our house again, which is not what we needed. I've yet to receive a response from the company or the warranty company and they are refusing to take responsibility for damages that were caused due to a direct result of their employees. I would like something done about this.

  Business Response

  Date: 08/29/2024

  The complainant in this matter has a home warranty company. The claimant has a contract agreement with the warranty company for service on the appliances
  and mechanical equipment at their home. They do not have a contract or service agreement with *********  The service claim we received that the claimant placed through their warranty company clearly indicates the condition they were experiencing, Leaking water. The claimant purchased a new supply air plenum because the existing was full of water and pulling away from the cooling coil case. Also, there were evident water stains on the attic decking below the heavily rusted secondary overflow drain pan. During the plenum replacement job, our installer stepped through the claimants ceiling. Our company scheduled for a paint and drywall repairman and that corrected. The claimant did not mention anything regarding water damage for over 24 hours. Email correspondence is included as well. If a condensate drain line was left disconnected, the leaking water would have been
  evident within one hour. None the less, we sent a technician to verify and check the ** condensate drain line. He found and photographed the ** line was secure and tightly
  connected. He did note that the issue was with a plumbing drain and given the connection of the ** drain it wouldnt have caused the problem. Pictures and reports are included with our response as well. Our management team has reviewed this incident and have not found sufficient evidence to establish any violation of the of the Texas Air Conditioning and Refrigeration Laws or Rules enforced by the **** under the Texas Occupational Code. We have attached all related job records and details along with an AHS policy
  agreement for your review. A-US Air respectfully asks for this matter to be closed and to be released of any liability at the conclusion of your review.

  Customer Answer

  Date: 08/29/2024

  I am rejecting this response because:   The only reason the p-trap was secure and tight is because I, myself re-secured it after I found it flooding the bathroom. I emailed the very next day when I realized what caused the issue. The pipe itself would not have just come undone, it came apart as a direct result of work being done on the drain line. it is not a coincidence that this happened the same day this company was out there. 

  Business Response

  Date: 09/10/2024

  The pvc coupling to the drain line in the picture is threaded.  We are not responsible for the p trap failure as we did not service the p trap. This is a plumbing issue. 

  Customer Answer

  Date: 09/13/2024

  I am rejecting this response because:   although that may be a plumbing issue it is a direct result of your companys work that day. You are failing to take responsibility for something your men did. The p-trap was only threaded after the fact because I myself threaded it once I realized that is where the water was coming from. 

  Business Response

  Date: 09/17/2024

  For the complainant to have secured the ** condensate drain, he/she would have had to cut the line, tighten the threaded portion to the 3/4" brass male stub, apply *** cleaner and epoxy/cement and bond the *** Pipe joints together. Based on the pictures, that were included in the previous response, and comments from the complainant, the pipe that was disconnected was the 1-1/2" drain pipe. Unrelated to ** condensate and not affected by our workers. Poor design or improper assembly, call it either or, this was not the fault of our workers and we are not liable. 

• Initial Complaint

  Date:08/12/2024

  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.

  American Home Shield was my insurance (home warranty) company and have been for 6 years. Had a couple of minor issues with my HV** that we filed with AHS but turned out to be easy fixes for me. July 2024 my ** stopped cooling so we filed a claim with AHS and they sent there contractor A-US Air Conditioning of Texas/Longview out to perform an inspection on July 20, 2024. The guy was here maybe 5 minutes and told me I needed a new inside unit and he would send the report to AHS and they would get back to me. The following week I received an email from AHS and the report that US ** sent them stated my "unit freezing due to being low on refrigerant. Found non repairable leaking asap coil. Condenser coil damage cause evaporations coil to run at high head pressure leading to leaks" and the report also said that this was NOT NORMAL ************ The guy never hooked up any gauges and only did a visual inspection of the inside/outside unit. Everything US ** put in the report is not even close to being true. My unit was NOT LOW on refrigerant and what damage to the condenser coils (outside unit) is the definition of normal wear and tear especially considering the age of the unit!!!!!! Turns out that my condensation pipe got moved a little and was leaking water underneath where the ** unit is and the moisture sensor did its job and shut the outside unit off. I dried out the sensor and the concrete were the sensor was and my ac is working fine now. I've contacted A-US Air Condition of Texas SEVERAL TIMES or the people they have answering the phone several times asking for more information about the report they sent AHS and if someone would call me asap with absolutely no response from them at all. The only thing I can take out of this is US ** technician/company is not running/performing business like it should be HONESTLY!!!!! It was only a sensor and the report said a new inside unit was needed and outside unit was damaged. US ** is a JOKE

  Business Response

  Date: 08/21/2024

  The complainant has a contract agreement with a home warranty company, AHS for service on the appliances and mechanical equipment at their home. They do not have a contract or
  service agreement with A-US Air Conditioning (A-US Air). According to the provisions of their agreement with AHS, which we have provided, the complainant may request a
  second opinion from another service company if they feel our diagnosis was inaccurate. Additionally, A-US Air and its technicians do not make coverage decisions. We report
  our findings to AHS. Per the terms of the policy agreement with AHS and the complainant, AHS makes the final decision on coverage and often will send a second
  opinion on their own if they feel our diagnosis is without merit. In this case, there is photographic evidence that confirms our technicians diagnosis is accurate.    The customer's home warranty company AHS chose not to cover the repair. We have attached all related job records and details along with an AHS policy agreement for your review. A-US Air respectfully asks for this matter to be closed and to be released of any liability at the conclusion of your review.

• Initial Complaint

  Date:08/09/2024

  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 am filing a complaint against A-US Air Conditioning of Texas **** due to an incorrect diagnosis, unprofessional conduct, and concerns about potential fraud.On July 26, 2024, a technician from A-US Air Conditioning incorrectly diagnosed my thermostat failure as being caused by an electrical surge. ***** confirmed there were no surges during the period my HVAC system was non-functiona and I obtained a report from *****. Despite this evidence, the technician, ***, reported that the issue was due to a surge, which is not covered by my home warranty policy. I am concerned that *** may have knowingly included this incorrect diagnosis to avoid covering the repair, without verifying the surge claim with *****.On August 9, 2024, I spoke with ***** from A-US Air Conditioning. He was unprofessional, aggressive and rude, altering the report to state the issue was due to a "simple and mechanical visual test" failurea term unfamiliar to me. When I sought clarification he got extremely aggressive on the phone. ***** stated that a senior technician would contact me by the end of the day, but this follow-up never occurred. American Home shield warranty has informed me that they will not review the ***** report I obtained, stating that I must resolve this issue directly with A-US Air Conditioning. Given these circumstances, I am concerned about potential fraudulent practices and request that A-US Air Conditioning correct their report to accurately reflect that the thermostat failure was due to wear and tear, not an electrical surge as I have evidence and proof from *****. *** never confirmed if there was a surge and put it in the report.

  Customer Answer

  Date: 08/12/2024

  Received a call from **********;

  I returned the call at 8.12.2024 and left a message with my cellphone number for him to call me back at. Awaiting a call. 

  Customer Answer

  Date: 08/12/2024

  Spoke to ***** 8.12.2024 at about 11:40 AM centraol
  Regarding the oncor report. He stated it does not matter as the surge could have been bypassed by the transformer and the Unit itself. I stated the system has a built in surge protector.
  He stated the control board and thermostat was bad. 
  I requested a written report so I can see what the diagnostics were done. He stated there was not written report as it was called in to American Homeshield.
  I said you all must have some reports since he was reading off something but I was unable to obtain anything from ***** regarding this. I asked to speak to *** since he was technician that came out. He said since it was so far out that is not possible. There were notes they had as he was reading off of something but would not provide that to me so that I can get my system fixed. I told him another A/C unit that was registered with ***** came out and they were able to get the ** unit to work by putting a new thermostat on it. So would that not mean control board is working?
  
  
  Power surge called thermostat and control board to fail.
  Replace the thermostat and control board. 

  I am curious of the following

  1. ***** who I spoke to on this past Friday gave me a different verbal report

  2. How come a written report not being provided when clearly there is something in writing that ***** who never came to the house is reading off . Why can't they give the diagnostic report. They are claiming there are none and it was called into to american homeshielf however ***** has something he is reading off to me about what was done. I need to get my ** unit fixed and the fact not providing this is concerning.

  3. *** who was at the house only told me the thermostat was broken this additonal things were not stated and why was it not, and why are they not allowing him to speak to me when I am asking questions that they are saying only the technician would know. 

  Business Response

  Date: 08/21/2024

     The complainant in this matter has a policy with a ********************** The complainant has a contract agreement with the **************** for service on the
  appliances and mechanical equipment at their home. They do not have a contract or service agreement with A-US Air Conditioning (A-US Air). According to the provisions of
  their agreement with their warranty which we have provided, the complainant may request a second opinion from another service company if they feel our diagnosis was inaccurate.
  Additionally, A-US Air and its technicians do not make coverage decisions. We report our findings to the ***************** Per the terms of the policy agreement with the **************** and the complainant, the warranty company makes the final decision on coverage and often will send a second opinion on their own if they feel our diagnosis is without merit. In this case, there were a series of failures to components of the system that are all connected electronically. Based on the failures, no presence of the manufacturer recommended surge protection device, and the age of the coverage policy, the warranty company chose not to cover the repair. We have attached all related job records and details along with the warranty policy agreement for your review. A-US Air respectfully asks for this matter to be closed and to be released of any liability at the conclusion of your review.

• Initial Complaint

  Date:08/07/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday, July 31, 2024, A US Air Conditioning of Texas was contacted to repair our AC unit. They showed to my residence on Thursday, August 1, 2024. The young man who assisted replaced the capacitor and also said that we needed to have the blower motor replaced. He stated that he would be back the following morning, Friday, and replace. He then stated that his boss wanted to wait ***** hours to see if the motor would "fix itself". I called Friday and told them that the blower needed to be replaced as it ran all weekend long. They told me that they could not have someone back to the house until Monday, August 5. I received a Nest Aware notification that something has been unplugged form my unit in the garage connected to the blower. A different young man showed up on Monday, August 5. I had already explained to the company to make sure to please bring the motor; however, they did not. Monday morning, August 5, the blower motor completely went out and the degree in the house rose to 86 degrees, with a 99 degree temperature outside. When he showed, he left the following in his notes: "found low voltage to blower hanging. If motor wasn't plugged in when he worked on it the system wouldn't have ran period looks like it was definitely tampered with." After speaking with the company numerous times, I was told that "the system was tampered with and my guys did not do that. We will not be returning to replace the motor". However, I had already agreed to have them replace it through American Home Shield. I waited all day Tuesday for a call back and never received one. They were very rude and inconsiderate, and their complete lack of technician skills needs to be a concern for anyone in the future using this company. It is now Wednesday, August 7, and I still do not have air conditioning. A US Air Conditioning of Texas is horrible, unprofessional, and lack the skills needed to be an effective technician company.

  Business Response

  Date: 08/15/2024

  On 8/1/24  *********** replaced a bad capacitor.  The unit was functioning. The motor was not failing at that time and customer's warranty company will not allow us to replace until the motor fails.  On 8/5/24 our technician was called back to the property, and found wires hanging from the unit.  We are obligated under the customer's warranty guidelines to report this as tampering.  Because of this, we are not allowed to continue servicing the customer until the warranty company gives us further authorization.   

  Customer Answer

  Date: 08/20/2024

  I am rejecting this response because:   
  The only company, or person, that had handled my unit was this company.  The first ********** that came to the house did not indicate that any wires had been tampered with.  There are 2 people living in my household who DID NOT tamper with the system.  This company has a 1 star rating with the BBB and most all of the complaints are very similar in nature.  It is time for this company to be responsible for their own employee actions.

  Business Response

  Date: 08/29/2024

  According to the provisions of their agreement with their home warranty company,which we have provided, the complainant may request a second opinion from another service company if they feel our diagnosis was inaccurate. Additionally, A-USAir and its technicians do not make coverage decisions. We report our findings to the warranty company. Per the terms of the policy agreement with the complainant, the warranty company makes the final decision on coverage and often will send a second opinion on their own if they feel our diagnosis is without merit. In this case, there is photographic evidence that confirms our technicians diagnosis is accurate. AHS chose not to cover the repair. We have attached all related job records and details along with an AHS policy agreement for your review. A-US Air respectfully asks for this matter to be closed and to be released of any liability at the conclusion of your review.

• Initial Complaint

  Date:07/15/2024

  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.

  Last summer I filed a service request/trouble call for my AC with American Home Shield. They sent A US Air to diagnose/troubleshoot. The A US Air technician discovered a cracked/leaking coil in the attic. They sent two scumbags to replace the coil. They dismantled new coil to put it in the attic and then damaged it when putting it back together. They also destroyed my HVAC plenum housing doing this work and left it leaking air. Also did not reattach the vent flu that keeps carbon monoxide out. Could've killed my family. The guys they sent to do that work did not return to fix the coil and vent flu, due to my complaints. They sent someone more reliable to fix the coil and flu. He fixed the coil but the plenum was still left unsealed and damaged for the last 11 months. I've been able to get by with just taping the plenum leaks with AC seal tape but it's just not working anymore. I also suspect that something is wrong with the new coil still. I currently have no air conditioning and it's the middle of July. All of this occurred last August. I want everything fixed/or replaced. New plenum built and installed, etc. Or I'm involving a lawyer. I have saved all text messages from the multiple technicians they had out here. This will go very smoothly for me in court. I'm a disabled Veteran with children in my household and A US Air needs to learn that they cannot treat people this way.

  Business Response

  Date: 07/17/2024

  The customer has a home warranty service. The coil was provided by the manufacturer at no expense to the customer.   The new coil was installed on Aug 8,2023.  We were called back out on 8/10/23.  At that time we found a leak in the condenser.  This leak could not have been detected until the coil was sealed.   We have to closely follow the customer's home warranty company's guidelines on diagnosing failures.  The condenser was repaired 8/10/23 and the plenum was resealed.    The flue pipe was never disturbed by our company because we did not replace the furnace.   Since the 8/10/23 we have not heard from the customer regarding any issues.  The customer has now sent in this complaint 11 months later.  Why would the customer wait all this time without alerting their home warranty company?

  Customer Answer

  Date: 07/17/2024

  I am rejecting this response because:   

  A US Air lied in writing. I have correspondence with your technicians, ****** and ******. I also have them on camera in my home. See screenshots of correspondence. There are also photos of the damage in the messaging with time stamps.

  DO THOSE OTHER PHOTOS LOOK LIKE A WORKING PLENUM TO YOU?

  You did not replace my condenser. I had a third party replace it because I would/will not allow A-US Air on my property.

  I have a Federal Lawyer in my family. Mail me a check for the money I paid you or we're going to get really serious in a legal way real quick.

  Business Response

  Date: 07/18/2024

  The complainant's home warranty company, ***, approved and paid $2341.00 to A-US Air for parts, labor, refrigerant, and a portion of required code upgrades and modifications regarding the replacement of a defective evaporator. The complainant paid the portion of necessary codes and modifications that exceeded the coverage limits of the *** Policy in the amount of $1150.00. This approved repair was completed on 8/4/2023.
  
  
  Per the *** policy holder's agreement, the complainant was still having problems with the system and another work order was sent to A-US Air on 8/6/2023 to assess the issue. The technician found that the new coil needed to be repaired or replaced under warranty. On 8/10/2023, after receiving approval from ***, A-US Air installers returned to the complainants home and were able to repair the evaporator coil and correct some workmanship issues along with another leak repair at the outdoor condensing unit. That was called into *** authorizations for the additional approval. The approval amount from *** was $1100 for the labor, parts and refrigerant. No additional costs were incurred by the complainant. 
  
  
  The complainant at no time had a contract agreement with A-US Air. They are an *** policy holder and have a contract with *** that allows them to request another contractor to provide service if they are unsatisfied with ours. To our knowledge, after 8/10/2023, neither A-US Air or *** received notice that the complainant was continuing to have problems with their HVAC system. Per their agreement with *** they didn't place any more service requests through them to resolve any alleged problems. If the complainant made a choice to have an outside company do further diagnosis and/or repairs which would have been completely covered through their *** policy agreement they are within their right to do so. Furthermore, nothing factual about what has been submitted by the complainant indicates there has been any violation by A-US Air of its agreements and terms with ***. A-US Air has no obligation to meet the payment demands made by the complainant in this matter. As a gesture of goodwill, we are willing to reimburse $575.00, half of the $1150.00 that the complainant paid to our company on 8/4/2024. If this offer of goodwill is accepted we will consider this matter closed and forward payment as specified by the complainant. We will not negotiate for any additional amount as we feel this is a fair and just offer of goodwill as there was no factual evidence of fault against A-US Air. 
  

  Customer Answer

  Date: 07/18/2024

  I have reviewed the business response and accept this resolution. 

  Make Check payable to:

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

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