Complaints

This profile includes complaints for Royal Air Houston's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Royal Air Houston

  12519 Fm 529 Rd Houston, TX 77041

• 

  Royal Air Houston

  12718 Woodworth Dr Cypress, TX 77429-5081

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/22/2025

  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.

  4/22/2025 ************ does not honor appointments! Schedule appointments and the service tech never showed up! They did not call and the service representative was not helpful.

  Business Response

  Date: 04/23/2025

  Good morning, 

  I do apologize about our miscommunication on our tech eta, I am glad my tech ***** was able to make it to your home and service your unit. Now you do have Gabby's number incase you need anything else please do not hesitate to reach out.

  Thank you. 

  Customer Answer

  Date: 04/23/2025

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

• Initial Complaint

  Date:04/22/2025

  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.

  On April 19th 2025 , I paid $8,500 for a 2.5-ton Carrier system, model GH5SAN4, which they claimed in their TV advertisement and through your sales representative that it would be 2025 model and be very quiet. However, I've discovered that this system does not meet 2025 standards and it s not 2025 model, it's not quiet as promised, I was significantly overcharged, and the installation process was completely unprofessional.First, the system they installed uses R-410A refrigerant, which does not comply with the 2025 standards requiring R-454B refrigerant. In *****, it's illegal to install a system that doesn't meet these standards, as per the ******************** and *** regulations effective January 1, 2025.Their advertisement and their sales representative explicitly stated that this system would be 2025 model system and I have a video recording of your TV ad as proof of this claim. This is a clear misrepresentation on Their part.Second, They claimed the system would be very quiet, but l'm not satisfied with the noise level-it's much louder than what was promised.Third, I was overcharged for this system. I paid $8,500, but based on market prices, a 2.5-ton Carrier system with this efficiency level typically costs between $5,500 and $7,500, including installation. They charged me at least $1,000 more than the fair market price for a system that's not only illegal but also outdated, with components from 2023 and 2024.Fourth, the installation process was highly unprofessional. Their sales representative told me that 2 to 3 technicians would come and the installation would take 4 hours. Instead, They sent only one technician, and the installation took 8 hours, disrupting my entire day and adding to my frustration with their company. I contacted the via e-mail and phone multiple times and asked for their manager to call me to resolve the issue but their never did.

  Business Response

  Date: 04/28/2025

  We sincerely apologize for the issues that you have been experiencing. I know you have been contacted via email by one of our manager, I hope we can resolve the concerns that your are having. if you have any have any other questions don't hesitate to contact our office at ************.

  Customer Answer

  Date: 05/10/2025

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

• Initial Complaint

  Date:04/19/2025

  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.

  I purchased a new air heat/air unit last year and as soon as the unit was installed it has made a strange noise when the air condition unit is about to go off. I have called several times and technicians have come out the blower and main board have been replaced. I stopped calling because I just decided to live with the noise but called recently because noise was getting louder a technician came out at a few hours after he left the unit made the same noise. I have been dealing with this for the past year and would just like the unit fixed properly.

  Business Response

  Date: 04/23/2025

  We sincerely apologize for the issues that you have been experiencing. It is my understanding that a technician visited your home to experiment  the air conditioning system. If there are any issues remaining please reach out to gabby at ********************************** and she will scheduled a follow up appointment. 

• Initial Complaint

  Date:04/04/2025

  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.

  In August of 2023 I had a central unit installed by royal air. They punctured a hole at the bottom where the filter goes with a s**** and it has started leaking alot of water and I have called and they have not done anything about it. They ask me to pay $200 to come service it and I don't think I should have to pay foe something that was not installed properly by their workers. That is just a lousy job of installing the unit . I have pans underneath catching the water from the unit or it will go into the other rooms from underneath the boards. I'm fixing to file a complaint and contact a lawyer for damages

  Business Response

  Date: 04/11/2025

  Good Morning, 

  I have spoken to you this morning and I was able to scheduled a tech to come to your home tomorrow April 12th and per your request after 11:30am. 

  I hope we will resolve your issues tomorrow and if you have any other questions please call our office. 

  Thank you. 

• Initial Complaint

  Date:04/01/2025

  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.

  This ac was put in during 2022 *********** never gave me any paperwork on the **, no receipt for the work done or who the company even was. I am financing this ac and pay on it monthly. The ** stopped working and I had another company come out to service it and that company told me that Royal air completely messed it up when they installed it and that they would not even service it because of how bad it was installed. They even mentioned that the electrical work was messed up and could cause a fire. I had my daughter help me figure out who the company is that installed it because I am elderly and dont know how to do many things. I called Royal air and told them what was going on and they were rude and refused to come look at it without charging me hundreds of dollars just to look at it. The ** still has 2 years left on the warranty and they told me that they canceled my warranty unless I pay them an additional $400.

  Business Response

  Date: 04/02/2025

  Good afternoon, 

  I have reach out today regarding your issues I have also sent a message to get your concerns resolved.

  Hope to hear from you soon. 

• Initial Complaint

  Date:03/13/2025

  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.

  On December 13th of 2022 we had a complete heating and air conditioning system installed in our house including ductwork we purchased a two ton unit as our house is under 1000 square feet the work crew was here by 8:00 pm and started installing our unit they were done by three. There was supposed to be a metal cover on the outside coolant line we have called about this several times and still no cover. We have had problems with the unit cycling since the first time it was turned on (running 1.5 - 2 minutes shutting down for the same time span and turning back on. The first attempt to fix this issue was to turn the vent in the living room around, the second was to change out the thermostat, third attempt was to disconnect something from the heater. We had a service call for regular maintenance but afterwards the unit was cycling again. We called for repair since it was the first year, and when they came out we were told nothing was wrong. By then we told them that the unit was a 3 ton not the two ton unit we needed for our house. In the last three weeks we had another sales person come out. She said that the unit was not installed properly and was to big. She was to call us back a meeting with the owner and has yet to do so. We have continually tried to get these things resolved to no avail. They did repair the holes in our living room where one of the workers came through the ceiling, they still stand out like a sore thumb, they also returned the I phone that was stolen from us fired the person who stole it, we wanted to press charges, but they would not give us or the police the guys name or address. They did send a two hundred dollar check for 9 hundred dollar phone. We were not happy with that outcome. It has gotten to the point that if we call them we dont even get an answer or a call back When a message is left on their machine. I found out about the same time we installed the system that I had cancer in my lungs

  Business Response

  Date: 03/25/2025

  Good morning, 

  Install manager has been trying to communicate with you to get the issues resolved when you have time please contact our office or reply to the text message that has been sent to you.

   

  Thank you. 

  Customer Answer

  Date: 03/31/2025

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

  Business Response

  Date: 04/02/2025

  Good afternoon,

  Looking at my system I do see we do have you on the scheduled for tomorrow April 3rd to get your issues resolved. 

  Thank you.

  Customer Answer

  Date: 04/08/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  They have replaced the central air system both inside and out they also put metal over the coils leading to the inside unit they also fixed some of the air flow problems by putting the inside unit in the center of the house as we asked to begin with this was done on April 4th they are asking me to remove my complaint with the bbb but I dont think I can 
  
   
  

• Initial Complaint

  Date:03/12/2025

  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 purchased an ac unit a year ago on this date. The ** unit is now broken. No support from the company.

  Business Response

  Date: 03/18/2025

  Good morning, 

  I appreciate you giving us the opportunity to come out and make things right. If you have any other questions or concerns please do not hesitate to contact us. 

   

  Thank you. 

  Customer Answer

  Date: 03/18/2025

  Better Business Bureau:
  
  This letter is to inform you that Royal Air Houston has carried out to my satisfaction the resolution it proposed for my complaint, filed on 3/12/2025 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  Date:03/07/2025

  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.

  Royal AC put 2 brand new units in my home and I have a 10 year old warranty and they are refusing to come look at my units that are having problems. The units are like a year old. They took my money of $195 for the service call but will not come .

  Business Response

  Date: 03/12/2025

  Good morning, 

  I see that we have you on the scheduled for Thursday March ******* and I also see on your file that  We went ahead and requested your refund for the $195.00 should be showing in your account 3-5 business days. If you have any questions or concerns please contact us. 

• Initial Complaint

  Date:02/20/2025

  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.

  Installation of our AC system was in April of 2024. Royal Air of Houston, **, sent out an unmarked white van with an installation crew that was only wearing blue t-shirts that stated "installer" on them. Once they arrive, no one spoke fluent English, so there was communication barriers from the beginning. Installers claimed they checked the drain line to ensure proper functionality, to which they never did. They cut a hole in the fascia of our home for new lines that was never sealed. Once the installation was complete, the unit stopped cooling 3 separate times. They send a tech out to evaluate the system. The tech noticed improper installation of the inside drain line and had that replaced, along with the refrigerant recharged. Now we are in winter. The inside unit has excess air escaping from the duct work and the unit itself, in turn, not adequately heating our home. It runs all the time and the kitchens current temperature as I type this complaint is at 55 degree and it should be 70. They send the original installers out last month, January 2025, that are not even employees of the company, just contractors. They tape up the unit and say it's fixed. Still have the same issues. I have to run this unit, plus 3 separate space heaters to cool an 1100 square foot home and it still doesn't heat the home as it should. Husband and I have asked them multiple times to inspect the installation of the duct work and inside unit for faulty installation and have requested more experienced technicians or installers that we can adequately communicate with and the company, Royal Air, has not done this at all. If this done not get corrected and the issues fixed, we will have to result to legal action. I do not recommend this company for your residential HVAC needs. They send people out and their issues never get resolved.

  Business Response

  Date: 02/27/2025

  Good morning Mr. ****************** February 25th 2025 our tech ***** went out and resolved the issues that you were having regarding the air leaks on your plenum. If you have any other issues or questions please do not hesitate to reach back out to us.

  Thank you.  

• Initial Complaint

  Date:01/28/2025

  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.

  We had a new unit installed in 2022. During the most recent cold spell, the heater on the unit stopped working. I scheduled another company to come out to repair it and learned not only was it done incorrectly, but it was also never installed to code. I called the City of San Antonio and realized they did not get a required permit (it makes you wonder if they knew it would have never passed inspection because they had zero intention of installing it to code). The original installers spliced a dryer cable, taped it up with electrical tape, connected it to the unit, and plugged it into the wall. The electrical system had no emergency shut-off, and the basic electrical safety circuit had to be renovated. No emergency drain shut-off was installed, and it had to be renovated. There were burn marks on my wall where it was sparking and could have started a house fire right between my children's bedrooms. I kept the cable and the pictures taken before proper repairs and renovations (and, of course, the after photos made by a professional installer for comparison). We have made MULTIPLE attempts to contact the company, but their "gatekeeper" refuses to transfer and claims she will give them a message to call back, yet we have not received any response or resolution. We now plan to contact the proper legal channels. 1/27/2025: We finally spoke to someone. She stated it would be $195 for them to come and check what the other company fixed. Ma'am, it just cost me $1600 to repair what the original installers did incorrectly, so why would I pay an additional $195 for you to check THEIR work? When we asked to speak to a supervisor, she proceeded to pretend she could no longer hear us and hung up. WE WOULD LIKE TO RECOUP THE $1600.00 WE HAD TO SPEND TO BRING THE UNIT TO CODE AND MAKE IS FUNCTIONAL AND SAFE DUE TO THEIR INCORRECT INSTALL IN 2022. THIS COULD HAVE CAUSED A FIRE AND POTENTIAL DEATH.

  Business Response

  Date: 01/30/2025

  Good Morning Mr. *******,
  I recently reached out to you via text message requesting a copy of the $1,600.00 invoice so that I can properly review everything and determine the final decision regarding your requested refund.
  If you could please email that to me as soon as possible, I would greatly appreciate it so we can work toward resolving this matter promptly.
  Thank you for your time, and I look forward to your response.

  Customer Answer

  Date: 02/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Invoice has been sent to company and they initiated contact with Brad. They requested this complaint be removed and then they would act. They were informed that until this issue has been resolved, the complaint would stand. At this time, there has been no forward movement by Royal Air to satisfy this complaint.
  
  We are seeking reimbursement of repair damages and will settle this complaint once this has been satisified.
  
  Regards,
  
  Christine *******
  Bradley *******
   
  

  Business Response

  Date: 02/11/2025

  Good Afternoon ,
  
  I hope this message finds you well. I am writing to formally acknowledge your complaint and to confirm that we are issuing a payment of $1,100.00 to address the cost of repairs you may have had performed by another company.
  If you have any questions or concerns in the future, please do not hesitate to reach out to our office. We are here to assist you.
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 02/11/2025

  Better Business Bureau:
  
  This letter is to inform you that Royal Air Houston has carried out to my satisfaction the resolution it proposed for my complaint, filed on 1/28/2025 and assigned ID ********. They responded in a timely manner and we were able to reach a solution that satisfied both parties. We appreciate their diligence on this matter.
  
  Regards,