ComplaintsforAirtron

• 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.

• Initial Complaint

  09/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Purchased the new system March 8th 2022. 17K. I was told by ***** (salesman) that I would have a $600 refund coming back from CPS.. I have been in contact with ********************** (office) nd I get no response back or I just get the run around. Seems like ***** is the problem. I have contacted them over 10 times with no resolution. can you help?

  Customer response

  09/26/2022

  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. The company, Airtron, did finally reach out to me after filing this complaint. I know it would not have been resolved if the complaint had not been filed. I did receive my refund. 
  
  Regards,
  
  *****************************

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Airtron is the Installer and service provider of air conditioning and heating in our newly constructed house. As we moved in, we figured out that the thermostat downstairs is turned off but the A/c stays on. We called Airtron as we still have the warranty and they sent a technician after couple of days. Technician found out that the divider installed in the attic is not working and they need to order it, which will take about a week. As a temporary solution, the whole connection was moved to upstairs thermostat. I waited for a week and then called to which i received a response that part is still on order. I called again after two weeks and same answer, again called after three weeks to which i was told that part is now received and someone will show up on 8/25/2022. No one came and when i called next day, i was told that someone already called you and you said the issue is fixed. No sir no one called me, okay we'll send someone tomorrow and again no one came, i called again, okay tomorrow, again no one came, called again and heard the same thing that someone already visited you and issue is fixed as per our records.I am really not sure what's going on with Airtron and i am thinking it is just a start of the journey with them in a new house and what else i'll have to face in coming years. A/c for us is not working as it should. Downstairs is chilled, upstairs it is 80 degrees and kids are suffering due to hot and humid weather. There is no check and balance on the field service technicians. If they say it is done, they'll consider it is fixed, when you call them, it takes forever for the call to be answered..

  Customer response

  09/01/2022

  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

  08/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am filing this complaint against Airtron Heating & Air Conditioning for failing to perform their promised action in filing a rebate with ******************* (CPS) on my behalf, after purchasing a home air conditioner system from their company.At time of the sale/installation (May 17, 2022), a promise was made to me that Airtron would file the rebate with CPS and within 90 days, I would receive a $600 check from CPS for purchasing a low energy system. On our about the 90th day from time of purchase, CPS claimed that no such rebate had been filed by Airtron. After calling Airtron numerous times between (08/15,16,17, 2022) and asking for assistance, and for my issue to be escalated for management review there has been no resolution. Actually, I have been advised that no one knows the name or contact information for the *********** Airtron office manager or general manager whom I could speak too. On, (08/17/2022), an employee, named *********************** informed me she had just filed the rebate. I have no proof of this action. I have been patient in waiting for the rebate reimbursement check and to find out that Airtron had failed on their promise is unacceptable behavior. $600 may be small change for a business such as Airtron, but it is their responsibility especially after paying them $13,701 for AC system.As for resolution, I am asking Airtron to make good on their word and promise and reimburse me the said, $600 check, by August 30th. I am available to discuss this matter, I can be contacted at ************. Unfortunately, this is not the first issue I have had with Airtron, since this purchase. My first complaint involved an overcharge on my credit card. After many unpleasant phone calls, the matter was resolved in house within 4 weeks.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The ** system Airtron installed has never worked correctly. On occasion, some zones do not work at all but the ongoing consistent problem is inadequate flow upstairs.In November 2021, the, balance was examined by Airtron and it was discovered that the upstairs flow was insufficient. Airtron never contacted me with a solution. They may try to tell you that an additional area added to the system, not included in the drawing, is the cause of inadequate flow. Flow is measured in cubic volume per minute and the math simply does not add up for this additional vent to be an issue. Since November I have sent an occasional email, logged in to their website and scheduled an appointment, but they just ignore these. Recently I contacted Carrier, the manufacturer of the installed unit. Because Airtron is their, Authorized Distributor, I expected them to help but they have made no effort. After contacting Carrier, Airtron did send a technician to the house to investigate the intermittent zones and once again, he determined that the system produced insufficient flow upstairs. He said he would, put this in his notes. Despite my e-mail inquiries requesting status, neither Airtron nor Carrier have responded. I would also like this complaint to include Carrier.

  

  Business response

  09/23/2022

  We are scheduled to go to ************ home on Wednesday 9/28 to make improvements on the duct system. The customer has agreed and we are working closely with him and the builder we were contracted with to do the work.

  Customer response

  10/07/2022

  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 see in the message link that this complaint has already been closed but please make a note that AirTron came through with flying colors in the end.  
  
  Regards,
  
  *****************

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  02/01/22 move in to a brand new home to find out theres no dryer vent on our wall and every vent is loose and hanging off the ceiling. They fixed the dryer vent issue but left the rest for another time. They installed the wrong thermostats. 05/20/22 a tech comes out to service because the ac isnt cooling to target temperature and fixes what he called a poor install in the attic. A lot of air was leaking but he cant do anything about the hot bedrooms or thermostats. Says h*** check on vents needed and someone will call. No one calls and no one gives me an answer for 2 months of periodically calling to check. 07/05/22 downstairs ac completely stops. Its gets to over 80 degrees during the night. They come out 2 days later say nothing is wrong, the unit just cant get to 72 on hot days. We make some changes to windows in hopes to help cool the house but nothing is helping. 07/19/22 downstairs unit completely stops again. I call in and they scheduled me for the 21st. They didnt show up. 7/23/22 They had a crew across the street earlier but still no tech coming to us. Ive requested the manual j and an evaluation of the number of vents and bo response. I have a hallway thats at least 175sq ft with no vents. Extremely hot closets. And a big energy bill every month. 3 days unable to go anywhere waiting for service.7/24/22 they show up on Sunday after waiting all week and they cant find anything wrong with our unit. They said it could be the coolant expanding but only one unit does this and theyre right next to each other. 08/05/22 Ive had a balance scheduled for over a month and they just called to cancel.We need someone to take responsibility for this lack of customer service. We need a knowledgeable tech to come and actually do something.

  

  Business response

  09/21/2022

  She is in contact with builder and they had other things checked for her. And this is where we are now. I am waiting to when we can go out and try to address her needs. It seems the builder found some sealing and insulation issues they are probably fixing first. 

• Initial Complaint

  08/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Today (28 July 2022) my bank notified my of an attempted charge from AirtronSa. I called AirTranSa (3:38pm, 28 July 2022) to asked why they were trying to charge me for a service that I cancelled over a year ago. The service rep stated that they had no record of a cancellation of the subscription service. I informed the customer service rep that the procedures for cancelling a subscription do not include calling AirtronSa. The instructions for cancellation are specific and require a signed notification which is to be sent to the following:Direct Energy - US Homes Services. I also informed the rep that not only did I send a written request for cancellation but I sent it to the required location certified and with return receipt through the US postal system. I also informed the representative that I still have the return receipt tracking information including the **** PS Form **** signifying the delivery and receipt of the letter. The rep mention that I should have received an email confirming cancellation to which I replied that I have no interest or concern for their internal procedures. Who did or did not do what, does not concern me. I have confirmation that someone at their corporate office received my request for cancellation. To make matters worse I had to inform the representative to look at their system and see that NO service call was made during the entire period of one year following the cancellation.I informed her that as a customer service rep she should be able to see (two) service calls and a charge in the period of July 2021 to July 2022. I orignally believed that there was not charge to my bank account as I paid by one SINGLE check. However, I went back over one years worth of bank statements to find that AirtronSA reused that single check to charge me again ($371.00) without my knowledge, consent or authorization. There is much more to this situation. The entire complaint is in the attached PDF document due to the **** character limit.

  

  Business response

  08/30/2022

  We are refunding this customers money.

• Initial Complaint

  07/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our AC decided to go out mid day here in *****. Our Home is not even 1 yr old, so we decided to call Airtron and see if we can get someone out. My husband called and was told the tech would come next day. Time frame 1-8 PM. Next day comes around and we get a call at 7:20 saying the tech is not going to be able to come today so theyll reschedule. The day comes and we decide to call at 3 / 4 PM to make sure and the lady who took our call let us know no one was assigned to our area / service the day of so no one would be coming .. again, asked for a confirmation this time around and none was sent. It has been more than 100 out & 87 indoors. Ridiculous for a company to be acting like this.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought my new build (house) at the end of 2018. The ** unit in the house has consistently had an issue with not keeping up with the temperature set on the thermostat (between *****). I have called AirTron out twice in the 4 years I've owned my home and they told me each time "its just too hot for the ** to keep up, but I filled up the Freon to see if that helps". If no leak was detected, why would the Freon need to be filled up (again)? That was on 4/6/22. My house still wasn't keeping cool, so I did some research and found that my ac unit may not be big enough for my house, so I called and emails on 4/11 and 4/12 to request the load calculations done when they installed the unit. I have not heard anything from AirTron, no call, no emails, which seems very unprofessional and fishy.AirTron needs to make this right. They also didn't install the duct work properly either as my master closet and bathroom have the same duct feeding two vents. The duct should have been split to allow air flow to both rooms, but my closet does not get air.

  

  Business response

  08/17/2022

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

  I apologies for the inconvenience you are experiencing. ****** has ran two calls for you home since the initial startup in 2018. The home is operating as intended per the design. I can offer to send a balance tech out to address the maser closet issues you are experiencing since having the ducts cleaned. I can also release the Manual J used to design your home as requested.

  Customer response

  08/17/2022

  Complaint: 17589578
  
  I am rejecting this response because:

  the tech that came out on 7/26/22 told me he was going to have someone call me on 7/28 or 7/29 to schedule to have dampers installed and no one has called me to schedule that or even called me back, again. 
  

  I would like for AirTron still send out a balance tech for the master closet issue, I would also like the Manual J, and I would also like to have a tech come install the dampers that was suggested on 7/25/22. I was also told that AirTron would have a tech come out to see why the unit needed freon if they didnt detect a leak.

  I would also like copies of the work orders from the visits to my home since I have not been provided any documentation of my calls/concerns. 
  
  Regards,
  
  *********************

  

  Business response

  09/01/2022

  I offered the balance of the system as she is requesting in my initial response. I do not have an issue releasing the documents of the homes visits to the customers home or the ************** of the technician notes I have recommend manual dampers in the home. We did the initial startup on this home 4/17/2018. We have had one visit on 7/14/2020 for a secondary water leak. She called two years later on 7/5/2022 after having her ducts cleaned to report no air to her master closet, we had no other complaints of this prior to 7/5/2022 . Sending the balance tech would resolve this issue she is experiencing in her master closet. Please let me know how you wish to proceed.

  Customer response

  09/01/2022

  Complaint: 17589578
  
  I am rejecting this response because I am still unhappy with the level of service as the tech that came out and told me he would have someone contact me to have dampers installed and was there with two managers from my home builder (who I will be contacting as they were witnesses). I also did not take ownership of the house until 11/28/18, so my service contract should not have started until that date (I can provide my closing documents to prove this). I would like AirTron to provide all previously agreed upon documents and to also honor their commitments UNDER WARRANTY to install the dampers and have a tech come out to check on why they decided the unit needed Freon if there was no leak. The fact that is has been ongoing since 7/26/22 is absolutely ridiculous. 
  
  Regards,
  
  *********************

  Customer response

  09/02/2022

  I am rejecting this response because I am still unhappy with the level of service as the tech that came out and told me he would have someone contact me to have dampers installed and was there with two managers from my home builder (who I will be contacting as they were witnesses). I also did not take ownership of the house until 11/28/18, so my service contract should not have started until that date (I can provide my closing documents to prove this). I would like AirTron to provide all previously agreed upon documents and to also honor their commitments UNDER WARRANTY to install the dampers and have a tech come out to check on why they decided the unit needed Freon if there was no leak. The fact that is has been ongoing since 7/26/22 is absolutely ridiculous. 

*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. ↩