ComplaintsforAirtron

• Initial Complaint

  09/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My A/C unit went out on August 6, 2021. Airtron placed a temp. motor in the A/C to keep our house cool while they ordered a new motor on the same day. On August 27th, I was scheduled to have the new motor installed. I called at 10am on August 27, 2021 at 10am to see when the service team would arrive. I was told by *******, I believe her name was, that the part was not in the warehouse. Airtron's team member told me she did not know what happened that it was confirmed the day prior that the part was there. She then said she will call to update me in the next day or so that the part would be there. I called on Sept 7, 2021 to follow dup and ******* again told me to hold and once she got back on the phone she said the part would either arrive at the warehouse the morning of Sept. 8 or the afternoon of Sept 8, and that it would be installed Sept 8th in the morning or Sept 9th in the morning. It is now Sept 9, 2021 at 12:50pm and I have not gotten any calls from Airtron.

  

  Business response

  09/10/2021

  We are sorry for the repair delays. The problem is due to Covid-19  material shortages. Carrier keeps telling us that the part will be on the next truck, but it has not come in yet. As soon as we get the part, we will contact the customer and install it.

  Customer response

  09/10/2021

  Complaint: 15850108
  
  I am rejecting this response because: you can not state the delay is due to COVID  and also state the supplier says it is on the next truck in the same sentence. I have asked for a manger to speak with and the front office refuses to give me any names, stating," I don't really know there are like 3".   As a consumer how do I resolve this issue if the front office staff keeps telling me the part will be in tomorrow and even if it is not I will call you with an update, then I never get that follow-up phone call. In addition Airtron has contracts with new builders, if they are consistently installing units in those houses then there is no reason why my repair should not be completed in a timely matter.  I believe it is because my repair is a warranty repair and there is no money to gain for Airtron , so I am pushed to the back of the line.
  
  Regards,
  
  *****************************

  

  Business response

  09/10/2021

  Our parts department manager has reached out to the customer and the motor should be replaced today.

  Customer response

  09/10/2021

  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

  08/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  14 Aug 21, I contacted Airtron due to my home failing to cool. Temperatures remains between ***** degrees. I've had several issues with my HVAC since it was installed by Airtron in Apr 2010. After countless service calls and 5 years of extremely high electric bills, in July 2015, Airtron finally admitted to installing my damper system incorrectly. Nonetheless, the issue was resolved and my system began cooling as it should. Fast forward to Apr 2018, 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. Due to years of service calls and negligence on their part, the manager gave me a discount to replace the coil and charged me $1200. I was told the coil has a 10 year warranty. 16 Aug 21, a technician responded, troubleshot and found the coil leaking. I was informed that this part isn't under warranty. I've reached out to Airtron management for the past 8 hours with no response. My home is 90 degrees.

  

  Business response

  08/30/2021

  We are replacing this customers coil at no charge to them.

  Customer response

  08/30/2021

  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

  08/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought my home in July, 2020.The business, Airtron, works on behalf of Century Communities who built my home, to provide warranty service for the heating/AC unit Airtron install in my home prior to my new home purchase.The problem has existed for months. There is a toxic odor that comes out of the vents in my house instead of clean most of the time. I wear a face mask indoors much of the time, even when I sleep. Odor wakes me up at various times of the night. Lately, it has been almost constant, almost 24/7. It is difficult to breath and my nostrils begin to burn. So, I'm forced to open windows even though hot air comes in.No serious effort to resolve the problem, they only clean clean the coil: I paid to do my annual, but issue remains, they mostly talk. They need to move the fresh air intake vent to the rear of my home but refuse to send any more techs on basis techs have been here. Another BBB odor complain exists on your site.

  

  Business response

  08/16/2021

  Airtron management and representatives of the builder have been to this customers home on  several occasions. The homeowner is the only person that can smell the odor he is smelling. We referred him to an environmental company for further investigation as to the nature of what he is smelling.

  Customer response

  08/18/2021

  Complaint: 15763152
  
  I am rejecting this response because: I am NOT the only person who can smell the odor. I'm just the only person they have interacted with regarding the odor. They are attempting to use this fact as an excuse to do nothing.

   

  I was the only person smelling the odor when Airtron and/or Century Communities people have come my home, mostly Airtron's techs. I have offered to have others come to my home and be wiling to testify that they can smell the odor too, made this offer to Century Communities this past weekend. So then, is Airtron willing to set up equipment in my home they said they would set up in the other Century home that has (or has had) an odor coming from their vents too? Airtron never offered to do this for me.

  Since Airtron is basing its continued refusal to correct this toxic odor on me being the only person who has complained to them about the toxic odor, then if I get others to say that they too smell the odor coming from my vents, will Airtron commit to fixing the toxic odor problem?

  Or, will Airtron come up with another excuse to refuse to live up to its commitment to honor my new home warranty on equipment they installed in my home on behalf of Century Communities? They seem to always deny me warranty on my equipment they installed. The Airtron manager, ***********************, that once came to my home to discuss (talk) the toxic odor, sold me one of their MicroPure air purifier to treat the air to kill the odor - in honesty, when he saw I was going to buy it for $500.00 (out of desperation - which shows I have a real problem), he did say that he cannot guaranty it would do that. It was installed on that Friday; the next day, Saturday, there was a strong mold odor coming from the vents along with a knocking sound from above from the location where Airtron's AC/heating unit is located; I called and reported it to Airtron immediately; I was given an appointment for the mold smell issue only to have it cancelled. When I spoke with one of their managers about it, he denied that could ever happen. It seems that when I have a warranty issue that *** cost real money, I get denied help. Airtron bullies me by using ghosting to attempt to get me to believe the problem is me and my home.

  That same manager told me that I have trapped bad air in my AC system. So, to check it out; I opened all windows to get fresh air into my home, one window very close to the Return in my home, which means it was sucking in fresh air; I leave them open all day and into the night, and many days and still do. Still, the toxic odor persists. That was ghosting me at its best.

  We all deserve to breath good air.
  

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

  

  Business response

  08/18/2021

  The HVAC system in this home does not produce a toxic smell. We do not know what the homeowner is smelling.  If the homeowner does not want the Micropure unit installed a this home, we will gladly remove it and refund his $500 (which we normally charge $950)

  Customer response

  08/20/2021

  Complaint: 15763152
  
  I am rejecting this response because:

   

  Airtron is not making an effort to fix the toxic odor coming into my home from my vents; instead, they have chosen to deny the odor exits. It is absolutely not true that I am the only one who smells or have smelled the odor.

  Notice that Airtron has not responded to my question which is: another Century Communities customer (who has/had a ******************** complaint) was/is having the same issue with an odor coming from their vents, and Airtron promised in its BBB response that they would set up monitoring equipment into that home to help locate and fix the odor issue. My question is why has Airtron not done this for my toxic odor problem? It is not just an odor I do not like, it is one that *** be seriously harming my health and those who spend the night here. And, why does Airtron's management not care?

  Airtron's management has not even mentioned to me that they have had an odor problem with its AC system with any other customer. It looks like they are hiding something.
  

   

  Airtron's management has known from the beginning that the odor is not always constant and that it mostly happens at night, although it does happen during the day, far more consistent at night; again, they have known this from the beginning. However, when I asked them to come during a time they can more easily smell it for themselves, I was always given the excuse that they have family obligations or something of the sort; once I called and asked Airtron to have a tech in the area to just drop in to smell it, because it had been coming from the vents for hours and was very strong; I was denied. Two Airtron techs have stated that they smelled a trace of some odor during two separate visits, one in the presence of other Airtron techs; on that occasion the odor had stopped just before tech and his supervisor arrived. But, it was clearly still in the air inside my home.

  Each time an Airtron tech showed up to address the odor issue, they would only clean the coils in the air handler and leave. WIth an odor problem, why would they always address the coils? Are my coils bad or gong bad? Two days ago my AC was struggling to produce cold air. It was 80 degrees in my house even though had had set my thermostat to 68 degrees about 1 1/2 hours prior. The same thing happened this morning.
  

   

  To put an end to this nonsense that I am the only one who smells the odor, I propose to provide Airtron with another person or two that have smelled it too. But, I suppose that will not make a difference with Airtron, because they seem to be enjoying deniability.

   

  Their offer of removing the "Micropure" device from my air handler seems appealing, until I thought about the fact that they cut out a huge hole to install it in my system; if I cannot trust them to fix the toxic odor coming from my vents, how can I trust them to properly patch a weak spot (hold) in my air handler? Will there be issues with the patch they do to cover the hold? Will they correct it, or will they say they cannot find an issue with their work to patch the hold? They have made appointments with me several times, only to not show up or cancel the appointment.

  According to the website costimates (https://www.costimates.com/costs/heating-air-conditioning/evaporator-coil-replacement/) coils are expensive. It can cost as high as $2,180.00 to replace an evaporator coil.

  
  I have had to research the toxic odor coming from my vents, many hours and had to learn about how AC systems work. I would not do this unless I really need to do it, since Airtron is not living up to it's commitment to support my warranty rights.
  

  Deniability seems to be a tactic of Airtron. For example, an Airtron manager denied that there was a mold smell in my home that had anything to do with the "Micropure" the very next morning after the Friday it was installed in my AC system; I also told him that there was a knocking sound coming from the system, a sound that another HVAC website says I would hear. Yet, even though he nor a tech came out to investigate, he denied the whole incident and my appointment for mold service was cancelled by Airtron.

  Therefore, I am not surprised that the Airtron is stating that I am the only one who can smell the toxic odor. I told an Airtron tech that my girlfriend and her sister have gone back to their apartment on more than one occasion, because they are students and the toxic smell was so strong they were not able to concentrate on their studies. Sometimes, I  too have gone with them.
  

  Airtron's management would do better by working to stop the toxic odor from coming from my vents. I would love to get my money back for the useless "Micropure" device. However, I feel that I would be opening myself up to further AC/heating issues with Airtron, and I do not feel I can trust Airtron to respond to issues and willingly fix them.

   

  Airtron needs to move the fresh air intake vent to the rear of my house, because that too is another issue. When my neighbor has his grass cut, the intake vent is sucking the exhaust from the mower into my house, filing every room with exhaust.

  Airtron at one time offered to pay to have another HVAC contractor come here to verify that my AC/heating system is working according to specs. I refused, since I have no way of knowing if one is not scratching the back of the other.There is an old adage which says, "You don't get old being no fool.", pour English intended.
  

  I propose this:

  without me losing my Airtron Warranty which is good for another year as useless as it had been, Airtron should allow me to hire another HVAC of my choosing to come in and fix the toxic odor problem. Yes. I will pay for the work myself. I certainly cannot pay Airtron to do this, since they do not honor their warranty and chose to deny that I even have a problem. If i do not have a serious problem, then why am I willing to pay another HVAC company to fix a problem Airtron either is unable to fix or just refuses to fix?
  

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

  Customer response

  08/24/2021

  Airtron is not making an effort to fix the toxic odor coming into my home from my vents; instead, they have chosen to deny the odor exits. It is absolutely not true that I am the only one who smells or have smelled the odor.

  Notice that Airtron has not responded to my question which is: another Century Communities customer (who has/had a ******************** complaint) was/is having the same issue with an odor coming from their vents, and Airtron promised in its BBB response that they would set up monitoring equipment into that home to help locate and fix the odor issue. My question is why has Airtron not done this for my toxic odor problem? It is not just an odor I do not like, it is one that *** be seriously harming my health and those who spend the night here. And, why does Airtron's management not care?

  Airtron's management has not even mentioned to me that they have had an odor problem with its AC system with any other customer. It looks like they are hiding something.
  

   

  Airtron's management has known from the beginning that the odor is not always constant and that it mostly happens at night, although it does happen during the day, far more consistent at night; again, they have known this from the beginning. However, when I asked them to come during a time they can more easily smell it for themselves, I was always given the excuse that they have family obligations or something of the sort; once I called and asked Airtron to have a tech in the area to just drop in to smell it, because it had been coming from the vents for hours and was very strong; I was denied. Two Airtron techs have stated that they smelled a trace of some odor during two separate visits, one in the presence of other Airtron techs; on that occasion the odor had stopped just before tech and his supervisor arrived. But, it was clearly still in the air inside my home.

  Each time an Airtron tech showed up to address the odor issue, they would only clean the coils in the air handler and leave. WIth an odor problem, why would they always address the coils? Are my coils bad or gong bad? Two days ago my AC was struggling to produce cold air. It was 80 degrees in my house even though had had set my thermostat to 68 degrees about 1 1/2 hours prior. The same thing happened this morning.
  

   

  To put an end to this nonsense that I am the only one who smells the odor, I propose to provide Airtron with another person or two that have smelled it too. But, I suppose that will not make a difference with Airtron, because they seem to be enjoying deniability.

   

  Their offer of removing the "Micropure" device from my air handler seems appealing, until I thought about the fact that they cut out a huge hole to install it in my system; if I cannot trust them to fix the toxic odor coming from my vents, how can I trust them to properly patch a weak spot (hold) in my air handler? Will there be issues with the patch they do to cover the hold? Will they correct it, or will they say they cannot find an issue with their work to patch the hold? They have made appointments with me several times, only to not show up or cancel the appointment.

  According to the website costimates (https://www.costimates.com/costs/heating-air-conditioning/evaporator-coil-replacement/) coils are expensive. It can cost as high as $2,180.00 to replace an evaporator coil.

  
  I have had to research the toxic odor coming from my vents, many hours and had to learn about how AC systems work. I would not do this unless I really need to do it, since Airtron is not living up to it's commitment to support my warranty rights.
  

  Deniability seems to be a tactic of Airtron. For example, an Airtron manager denied that there was a mold smell in my home that had anything to do with the "Micropure" the very next morning after the Friday it was installed in my AC system; I also told him that there was a knocking sound coming from the system, a sound that another HVAC website says I would hear. Yet, even though he nor a tech came out to investigate, he denied the whole incident and my appointment for mold service was cancelled by Airtron.

  Therefore, I am not surprised that the Airtron is stating that I am the only one who can smell the toxic odor. I told an Airtron tech that my girlfriend and her sister have gone back to their apartment on more than one occasion, because they are students and the toxic smell was so strong they were not able to concentrate on their studies. Sometimes, I  too have gone with them.
  

  Airtron's management would do better by working to stop the toxic odor from coming from my vents. I would love to get my money back for the useless "Micropure" device. However, I feel that I would be opening myself up to further AC/heating issues with Airtron, and I do not feel I can trust Airtron to respond to issues and willingly fix them.

   

  Airtron needs to move the fresh air intake vent to the rear of my house, because that too is another issue. When my neighbor has his grass cut, the intake vent is sucking the exhaust from the mower into my house, filing every room with exhaust.

  Airtron at one time offered to pay to have another HVAC contractor come here to verify that my AC/heating system is working according to specs. I refused, since I have no way of knowing if one is not scratching the back of the other.There is an old adage which says, "You don't get old being no fool.", pour English intended.
  

  I propose this:

  without me losing my Airtron Warranty which is good for another year as useless as it had been, Airtron should allow me to hire another HVAC of my choosing to come in and fix the toxic odor problem. Yes. I will pay for the work myself. I certainly cannot pay Airtron to do this, since they do not honor their warranty and chose to deny that I even have a problem. If i do not have a serious problem, then why am I willing to pay another HVAC company to fix a problem Airtron either is unable to fix or just refuses to fix?
  

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

  

  Business response

  08/24/2021

  I will allow $150.00 reimbursement allowance for the customer to get a second opinion. This will not include any associated repairs with out Airtron's written approval. 

  Customer response

  08/25/2021

  Complaint: 15763152
  
  I am rejecting this response because:

  I do not need Airtron to spot me $150.00 for a second opinion. I need solutions; I already know what the problems are. I asked this business to permit me to pay out of my own pocket to have my **** issues corrected and to not cancel my warranty as a result of me hiring another company to fix the two issues they cannot or will not fix for some reason. I prefer to keep my warranty, because the **** system could go out on me.
  

  As already stated, I have TWO **** problems that this business continues to NOT address:

  1.) Move my  "Fresh Air Intake Vent" to the back side of my house:

  At this very moment there is outside smoke coming into my house through my so called "Fresh Air Intake Vent" (that Airtron installed in the wrong location on the outside of my house) that is sucking outside smoke into my **** system and coming out of the inside vents into the living areas of my home. I sometimes get a bad odor that is likely coming from my neighbor's sewer vent and getting sucked into the "Fresh Air Intake Vent". I need Airtron to move the "Fresh Air Intake Vent" to the back side of my house. This is a simple fix to correct. They refuse to even tell me why they will not move it. What is wrong with Airtron's management? Why have they not done this already? Really sad and morally corrupt to know this is happening to me, and they can correct it, but refuse to correct it.

  2.) There is a toxic odor coming out of the inside vents of my home that is a separate issue from the bad outside air coming through my "Fresh Air Intake Vent". The toxic odor is originating from inside of the **** system caused by the inside RETURN sucking up burnt gas from my stove. Airtron knows what the problem is. Airtron placed my RETURN too close to my stove. The RETURN is strong; I tested it's strength by placing a piece of paper over the RETURN and it remained in place as the RETURN was sucking up air from inside my house.
  

  Recently I was forced to call CPS to have my stove tested for a gas leak, because at that time I smelled gas while sitting under the living room vent. I also tested it by turning on the stove without it being allowed to light. The gas was sucked into the RETURN, and I could smell it coming from the vent. This is a serious  issue. Airtron knows that I called CPS for the gas leak test.
  

  Airtron seems to be playing games. They wanted to hire another **** company to come here to have them show me that my **** system is working correctly within parameters. Their new offer to give me $150.00 to hire another **** company to come in to essentially do the same thing, to say that my **** system is functioning within parameters, nothing new here. But, the system operating within parameters means little, and they know it? There is still the toxic odor coming from my vents.

  But, any company I hire is not allowed fix anything; Airtron wants to be in position to argue against any fix and do nothing, just like the manager who made it clear to me that he would not accept the results of an air quality test, even after Airtron encouraged me to pay for one, an expensive test.
  
  Regards,
  
  ****************************

  Customer response

  08/26/2021

  I am rejecting this response because:

  I do not need Airtron to spot me $150.00 for a second opinion. I need solutions; I already know what the problems are. I asked this business to permit me to pay out of my own pocket to have my **** issues corrected and to not cancel my warranty as a result of me hiring another company to fix the two issues they cannot or will not fix for some reason. I prefer to keep my warranty, because the **** system could go out on me.
  

  As already stated, I have TWO **** problems that this business continues to NOT address:

  1.) Move my  "Fresh Air Intake Vent" to the back side of my house:

  At this very moment there is outside smoke coming into my house through my so called "Fresh Air Intake Vent" (that Airtron installed in the wrong location on the outside of my house) that is sucking outside smoke into my **** system and coming out of the inside vents into the living areas of my home. I sometimes get a bad odor that is likely coming from my neighbor's sewer vent and getting sucked into the "Fresh Air Intake Vent". I need Airtron to move the "Fresh Air Intake Vent" to the back side of my house. This is a simple fix to correct. They refuse to even tell me why they will not move it. What is wrong with Airtron's management? Why have they not done this already? Really sad and morally corrupt to know this is happening to me, and they can correct it, but refuse to correct it.

  2.) There is a toxic odor coming out of the inside vents of my home that is a separate issue from the bad outside air coming through my "Fresh Air Intake Vent". The toxic odor is originating from inside of the **** system caused by the inside RETURN sucking up burnt gas from my stove. Airtron knows what the problem is. Airtron placed my RETURN too close to my stove. The RETURN is strong; I tested it's strength by placing a piece of paper over the RETURN and it remained in place as the RETURN was sucking up air from inside my house.
  

  Recently I was forced to call CPS to have my stove tested for a gas leak, because at that time I smelled gas while sitting under the living room vent. I also tested it by turning on the stove without it being allowed to light. The gas was sucked into the RETURN, and I could smell it coming from the vent. This is a serious  issue. Airtron knows that I called CPS for the gas leak test.
  

  Airtron seems to be playing games. They wanted to hire another **** company to come here to have them show me that my **** system is working correctly within parameters. Their new offer to give me $150.00 to hire another **** company to come in to essentially do the same thing, to say that my **** system is functioning within parameters, nothing new here. But, the system operating within parameters means little, and they know it? There is still the toxic odor coming from my vents.

  But, any company I hire is not allowed fix anything; Airtron wants to be in position to argue against any fix and do nothing, just like the manager who made it clear to me that he would not accept the results of an air quality test, even after Airtron encouraged me to pay for one, an expensive test.
  
  Regards,
  
  ****************************

  

  Business response

  08/26/2021

  BBB, Airtron has no further comments on this complaint.

  Customer response

  08/27/2021

  Complaint: 15763152
  
  I am rejecting this response because:

  Airtron has failed to attempt to fix either of the two serious outstanding issues with my home.

   

  First, without providing me with a reason why they will not move the vent, Airtron has never once discussed this issue with me, not one time; they simply ignore it. They need to move the fresh air intake vent that apparently was installed in a location without concern for the venting of sewer pipe venting and the air current blowing from the Southeast.

  Secondly, they have not attempted to set up monitoring equipment to locate the source of the toxic odor, to include the gases from my kitchen stove due to my RETURN having been installed too close to the stove. They promised to set up such equipment for another Century Communities customer but have not offered it to me.

  Airtron having no more comments on my issues is consistent with what they have accomplished on correcting my issues, which is nothing.
  
  Regards,
  
  ****************************

  Customer response

  09/07/2021

  Airtron has failed to attempt to fix either of the two serious outstanding issues with my home.

   

  First, without providing me with a reason why they will not move the vent, Airtron has never once discussed this issue with me, not one time; they simply ignore it. They need to move the fresh air intake vent that apparently was installed in a location without concern for the venting of sewer pipe venting and the air current blowing from the Southeast.

  Secondly, they have not attempted to set up monitoring equipment to locate the source of the toxic odor, to include the gases from my kitchen stove due to my RETURN having been installed too close to the stove. They promised to set up such equipment for another Century Communities customer but have not offered it to me.

  Airtron having no more comments on my issues is consistent with what they have accomplished on correcting my issues, which is nothing.
  
  Regards,
  
  ****************************

*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. ↩