ComplaintsforAirtron

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've repeatedly requested cancellation at least 4 emails requesting cancellation if service. I have fulfilled my 1 year obligation yet airtron keeps taking money out of my bank and no one has replied to my cancellation requests. I would like the last 2 months refunded.Additionally the main reason I am disappointed with airtron is that they never want to come to my house to fix the problem. At any rate I want $80 refunded.

  

  Business response

  06/03/2024

  *******************, 

  I apologies for the inconvenience, I will have card admin send a refund for the $80.00 as requested. We will make sure to remove the payment method provided to avoid any future charges on your account, as a result this will cancel the *** membership you have with Airtron. Please let me know if you have any questions or concerns. 

  Thank you, 

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

  

  Business response

  06/03/2024

  I apologies for the inconvenience, I will have card admin send a refund for the $80.00 as requested. We will make sure to remove the payment method provided to avoid any future charges on your account, as a result this will cancel the *** membership you have with Airtron. Please let me know if you have any questions or concerns. 

  Thank you, 

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

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  From 2019-2024, I paid for an ** warranty from Airtron. The annual cost was $371/year. I never had complications from the ** as it was installed in 2017. EHC Warranty:-If parts or labor provided under this Agreement should fail within 90 days after the date of the original repair, then we will provide for the necessary repairs of the failed parts &/or labor. -Problems cannot always be diagnosed & repaired on the first service visit. We are not liable for losses or damages resulting from misdiagnosis or delays in completing diagnosis or repairs. Statements are contradictory/not legally sufficient. Airtron could never be held responsible by claiming misdiagnosis. The attached docs do not show a misdiagnosis, the diagnosis was clear and acknowledged by senior tech 8 May: junior tech, ************************* came out on a service call for ** running slightly warm (couldnt get below 74). He Confirmed leak on discharge manifold at condenser, welded it & found it was fixed, "No follow up needed". He welded the unit in the dark with a flashlight & inadequate tools 9 May: home temp went past 80. Senior tech, ******************************* diagnosed it not repairable. *** told me that ***** was inexperienced & should not have attempted the repair at his skill. It is clear ***** damaged the ** beyond the original ************* should have supervised repair. **** statement on attached invoice that the spot was non-repairable is inconsistent with Brocks statement that the leak was repairable 10 May: ************* (VP) emailed me back stating system was out of manufacturers warranty which is irrelevant with EHC warranty. He states condensing coil had irreparable crac, at exact odds with ****** *********************** was not present. He also wrote ***** was incorrect stating no follow up needed admitting ****** lack of training/expertise. ************** stated the crack would have been present whether ***** performed any work at all(how does he know?) Requesting $5800 to replace coil, Airtron Quote

  

  Business response

  05/14/2024

  The original diagnosis was a confirmed leak on the discharge manifold at the condenser. The discharge manifold is part of the condenser coil. Since the equipment was already out of the 5 year manufacturers warranty replacing the part in question would not have been covered under the ******************* program with or without the repair. Outside of the manufacturers warranty the condenser coil is no longer cover under the program per the terms and conditions that were provided at the time the program was purchased. In an email conversation with the Vice President it was requested that we refund the 5 years of annual fees paid for the program. Even though we performed the included tune *** and replaced a covered part during the 5 years we are willing to refund the annual fees from the original start date of the program. The replacement of the condenser coil was inevitable despite the attempted repair by the junior technician *****. Even if he had requested assistance at the original call the result would have been the same. The condenser coil, at the least, needed to be replaced and would not have been a covered repair under the program.

  Customer response

  05/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will accept $371/year x 5 years for the *** warranty for a total payment of $1,855. 
  
  Regards,
  
  ***********************************

• Initial Complaint

  12/05/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  The absolute worst customer service! We signed up with ********************** in 2019 and paid them monthly until cancelling our services because we never used it after our contract was up. We started our services back ** in March of 2023 right before selling our home. This was communicated to the representative that we spoke with at the time of starting services back up as well as a phone call placed to give them our new address to transfer the services over. We just called them to inquire about changing out the vents in our home, about 2 weeks or so, and found that they did not have the new address on file. What initially was no big deal to our husband and I became a mess very quickly! We were told that our issue would be escalated to a manager and they would get back to us. We contacted them today in regards to the issue and was told that they wouldn't refund us for the monthly payments made under the old address because we did not send in a written notice (per the contract), they also would not transfer the months we paid while at the new address. When I communicated that we had no contract from them, I was told the terms and conditions were on the initial contract from 2019. We were told that if we wanted service then we would have to create a new contract with them (another year of payments) for the new address, if we wanted to cancel service then they would waive the $150 cancellation fee but they wouldn't reimburse the remaining $130 paid to them for an address we were no longer staying at. So that's almost a $300 "donation" Airtron received from us. The sad part is, we didn't even want to cancel our service but simply have it moved over and have the money they've been drafting between April-November 2023 to the address we're currently residing, but instead they wanted to keep it and make us spend more money. Completely unacceptable and BAD business! If you can, please find another company to service you. One that cares about its customers and NOT just making a quick buck!

  

  Business response

  12/06/2023

  ***************,
  I apologize for the misunderstanding on how the contracts work within our organization. Unfortunately, we are not able to transfer our maintenance contracts from one address to another. Our records indicate that we do not have any record that the contract needed to be cancelled for your previous home on Manny Cove. Without notice of cancellation from the owner, we are not able to cancel a contract. To rectify the issue and hopefully retain you as a customer in your new home, I will have my admin team reimburse the $130.00 paid out to the previous home on Manny cove. 

  *************************;

  Division VP

  Customer response

  12/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/15/2023 I received service for my a/c unit apart of the home essentials plan. Upon the technicians arrival I asked the technician to adjust the restrictions on the air balance of two rooms. He stated he wouldnt be able to adjust the size as he didnt have the tools and would only be able to remove the foam inserts. I would then have to call to have an air balancing. I called on 9/20/2023 to schedule an air balancing. The operator refused to schedule an appointment until a manager reviews it as the technician didnt put in his notes that he removed the foam inserts. The operator stated she would return a phone call once the manager spoke with the technician. I didnt receive a return call on 9/20/2023 or 9/21/2023. I contacted Airtron at 5:20pm on 9/21/2023 to schedule an air balancing. I stated I wanted to schedule since a manager never contacted me back. She stated per corporate they had to collect $119 prior to the services or scheduling rendered. Ive never had to pay for air balancing, foam adjustments or to an appointment for service in the 5 years of using Airtron and owning the home. Since she would not schedule until payment was rendered I asked to cancel my ******************* plan. The operator stated there would be a $50 cancellation fee, even though Ive already payed my monthly dues. All Im requesting is for a technician to arrive and contact the air balancing then be paid once the service is rendered or to cancel my a/c care plan.

  

  Business response

  09/26/2023

  We are sending a tech out to try to take of the customer 

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our home was built in 10/2018 and AirTron was the original installer of both AC units/ducts. Most recently in last 6 months, weve noticed high humidity levels and mold around several vents in ceiling. After realizing the issue wasnt a simple clean, we contacted AirTron for repairs and was told we would be responsible since the vents lacked caulking which creates condensation causing the mold. They immediately were quick to blame our home builder for not caulking around our vents.I reached out to USAA insurance and a 3rd party inspector found that the airflow was not properly installed in attic which was creating the high humidity in home. Ive since been denied by AirTron for repairs since the last two visits. I am Hoping to resolve this quickly and properly to include but not limited to proper installation of air flow in attic, replacement of sheetrock and air vents.Thanks.

  

  Business response

  08/24/2023

  This complaint has been turned into our insurance company for further consideration. Homeowner was not open to sending our third party remediation contractor to look at the problem.

  Customer response

  09/05/2023

  Complaint: 20484319
  
  I am rejecting this response because:
  
  

  first off, I was in agreement with their 3rd party looking at issue but they never sent or called back! Also they said they submitted to insurance but I have still yet to hear from them regarding this issue. We have now hired certified mold consultant and are taking steps to seek medical assistance for exposure to mold. We will continue to be willing to work with AirTron in fixing this issue immediately but if not, we will continue to protect ourselves and the children from any health issues caused by AirTrons lack of willingness to resolve quickly and correctly. 

  Regards,
  
  *********************************

  

  Business response

  03/15/2024

    The caulk around the vents is not by Airtron. The company that does the sheet rock is responsible for sealing around the boxes. We did offer to clean the area however the homeowner declined our offer. The homeowner has since filed suit against the company so the issue has been turned over to our legal team.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family has been without a fully functioning ac since June 16th. 7-8 technicians have come and each time it's a new issue. Over a month ago we were informed that the drain pan was cracked and a replacement was ordered. During this time our home has been 80 degrees.I called several times a week and all anyone says is that it is pending shipment from the manufacturer. Where is they located Mars? Approximately 2-3 weeks ago we had another technician say that the plenum needed to be replaced. August 2, we received a call that the parts were in and scheduled for them to come between 9-5 Friday, August 4. As Airtron obviously thinks that people don't have jobs and can afford to wait all day for them. The techs didn't come until 6:45pm. They replaced the plenum and recommended that we leave thre ac off for a minimum of 12 hours but that 48 hours would be best. This was at 9pm, when they realized that the drain pan was cracked they suggested that the ac not be turned on until we received the drain pan or it would mess up the plenum.We had to sleep in a house with no ac and 83 degree temperatures. Throughout the course of this 1 1/2 months, I have asked on 4 separate occasions for a supervisor to call me. I have yet to receive a call. I called the emergency after hours line today (Saturday) because they close at 12pm to be informed that there is nothing they can do until Monday. No on call supervisor and the parts department is closed on the weekends.This is not how you conduct business and I am stuck with Airtron because my builder chose this company and it's under warranty. I have two children, one of which had asthma, seizures and nose bleeds plus 2 dogs that are suffering because of this.Airtron do better and you will hear from my attorney.

  

  Business response

  08/18/2023

  
  ******************,
  We sincerely apologize for all that you have experienced and the inconvenience you may have had. We have reviewed the recent service history at your home this season and did confirm youve had 2 failures on your equipment. Those failures included a leaking evaporator coil (and the need to add refrigerant), and a crack in the primary drain pan (the cause of the water leaks).  Thankfully we were able to replace the evaporator quickly to provide some cooling in your home.  Unfortunately, the drain pan is specific to the manufacturer and must be an exact match to their OEM specifications. Thus, we havent been able to resolve this issue due to the replacement drain pan being back ordered from the manufacturer. We understand this has taken an exceptionally long time and is the reason we have been escalating with the local distribution points, our local territory manager and the factory in order to get this replacement pan as quickly as possible.  We have explored alternative solutions but so far there is not one that would resolve your issue other than the replacement of the pan.  We have requested a complete unit replacement as well and are awaiting their response so that we may get this completed on your behalf.
  Thank you for your continued patience with this project as we work through this process.

  My direct office line is: ************

  Thank you,

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

  Service Manager

  Airtron *******

  Customer response

  08/21/2023

  Complaint: 20427795
  
  I appreciate the response and the additional information provided. However, I am quite dissatisfied that I had to contact the BBB and my builder Meritage Homes in order to get this response. If you checked the history then you know that I call several times a week and have asked several times for a supervisor to call me and I have never received a call from you or anyone else. When asked if I could speak to the parts manager, the response that I received was No. 

  It has been 2 months without a properly functioning air conditioner. We have had to but several fans including a floor ac unit to somewhat cool the house down. In June, July and August in ***** this is not acceptable. Please contact me and let me know the status of this moving forward.
  
  Regards,
  
  ***************************

  

  Business response

  08/25/2023

  ******************,
  We most definitely agree that the waiting period has been beyond an acceptable level and will continue to press the manufacturer to get this resolved as quickly as possible. We have reached out again to them as recently as this morning to speak about the part and/or unit replacement and are eagerly awaiting their reply.
  Again, I would be happy to be your point of contact, and as I spend a bit of time in the field this time of year, I am also available via email for a quicker response. My email address is ******************** and my partner is also available at **********************
  
  Thank you,
  **********;

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a brand new home in April/2023 with an ac system that was installed by AirTron. Airflow wasnt good in one of the bathrooms and they refused to fix it until after closing on the home. May/2023 they rerouted some ducts to fix air flow. June/2023 the ac stops cooling. We call them on 6/18, was told they come out on 6/19. They never showed. Said they called at midnight but I received no call.They come out again on 6/20 way before scheduled time so I wasnt home. Someone finally shows on 6/21 and says no one charged the refrigerant. It works till 6/24 then stops cooling again.6/26 they come out again and say were missing a part. It has to be order. 6/27 get a text saying they have the part and can come out 6/28 after 5 to install. 6/28 no one shows and we dont get a call till after 10 saying none is coming. 6/29 they call to reschedule AGAIN for 6/30.This is almost 2 weeks without a proper working ac unit that is costing us more money with the electric. The ac is ALWAYS on because it is not able to cool the house which is using a lot more electricity. 2 months into living in the home the ac stopped cooling

  

  Business response

  07/11/2023

  We are sorry for any inconvenience we have caused you. We will not be able to pay for any utility usage because there is no way to quantify it. In 100 plus degree outdoor temperatures, your air conditioner is going to run continuously. With that said, we can offer you a one- year maintenance agreement at no cost to you once your system is out of the first year warranty. If you are interested, please just respond back to me, thanks.

   

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  contacted Airtron due to my home failing to cool. For the past two days . First i 2as told phones are down . Then was told someone will come out tomorrow. And still nothing . I have two toddlers with Temperatures remains between 100 **** degrees. I've had several issues with my HVAC since it was installed by Airtron in 2023. Fast forward to acouple of months later, I made a service call to Airtron due to my home failing to cool. The technician tested my system and found the evaporator coil was leaking. This hasn't happen once but like 5 times and even replaced a motor last month (April) . I've reached out to Airtron management for the past 8 hours with no response. My family was told that they dont have a manager. With no empathy or remorse My home is 90 degrees...

  

  Business response

  06/20/2023

  We are totally inundated due to the extreme weather. Non the less, we booked a call yesterday to go check the system out. The customer cancelled, stating they had already fixed the problem. We are sorry for the inconvenience.

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were awoke Saturday night (12 Nov) with smoke in our home. Fire **** arrived and investigated and stated our HVAC blower motor fried. I contacted Airtron first thing Sunday morning and was scheduled for appointment Monday (14 Nov) between 1-8 pm. We waited for tech to call all day and got no call. Meanwhile *********** just got hit with cold spell and we have had no heat since Saturday night due to incident. I called Airtron Monday night and customer service person had no answers for me and said they can't send anyone so another night with no heat and I had to take off work to meet this individual since they told me 1-8 pm. He said he could get someone here first thing early Tuesday morning (15 Nov)... I waited all morning and no one showed up and I called at **** am and they said the tech who was suppose to come was working on his van and would be here shortly. He did not arrive till **** (one hour later). It took him ********************************************************************************************************************************* The tech said he had to order the part since it was a special blower. He left and sent me an email telling me the blower motor paperwork was sent in to the ordering ****. I called the next day (24 hours later) and a rude customer service agent told me she had no updates and said we have to order thousands of parts so it takes a while. I said I pay $30 a month for Airtron warranty package and there website says those will be priority service... I guess having no heat is not a priority. I also asked the technician how many just tune-*** he had the previous day he stated many... so my situation with no heat is not a priority? I lost work 2 days waiting for them and still have no heat. I had to canx airline tickets to leave for vacation due to their service which is promised.

  

  Business response

  11/17/2022

  We are currently working with the customer to resolve the problem.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid for their monthly $30.95 ESSENTIAL HOMECARE PLUS plan - Only received 1 Tune Up in Jan 2022 for Heating - Continued to pay the monthly premium - Did not receive ANY calls, emails, etc. for the *************** Called today (26 Sept 22) and the *** (*********) stated that 'we have so many customers in ***********/the Area that you have to call to schedule - This is absolutely HORRID CUSTOMER SERVICE. If I am paying for a service, then the service needs to be provided. It is upon the COMPANY to call to schedule the service, not the customer. When I signed up for the plan, I was told that I would be contacted for each Tuneup when it was to be scheduled. She was very flippant and indifferent - I cancelled the plan - However, it should go on record that their complete lack of customer service should not be tolerated. Also, I am requesting reimbursement for the last 6months of premiums.

  

  Business response

  09/27/2022

  We have refunded the customers money.

*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. ↩