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Business Profile

Heating and Air Conditioning

Kaspar Air Solutions

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heating and Air Conditioning.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/04/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 hired this company to replace the ** unit on our house, they have done a good job installing it and have worked with me on coming out. Though they are very slow to respond. The issue is with the condenser they installed and the company they purchased it from. It hard starts and is very noisy upon startup. They have had the companies tech on the phone and they refuse to refund or replace it. I do not think the issue is with Kaspar Air but they are the ones dealing with the distribution of the product and I am not aware of who they purchased it through.

    Customer Answer

    Date: 10/06/2024

    This is a video of it kicking on from inside the house. You can feel it in the floor when it does. 

    This is a Concord Air unit and am being told the replacement issues are with them.

    Business Response

    Date: 10/27/2024

    Dear **** ***** and Better Business Bureau,

    Thank you for bringing this matter to our attention. At Kaspar Air Solutions, we prioritize customer satisfaction and value open communication, so we appreciate the opportunity to address your concerns regarding the A/C unit installation.

    We're pleased to hear you were satisfied with our installation service. However, we understand that the condenser's noise upon startup and its impact on your home environment have been frustrating. Our goal is always to ensure the equipment we install meets our quality standards, so we regret any inconvenience this may have caused.

    Steps We've Taken So Far:
    To resolve this issue, we've worked with the technical support team at ******************* to troubleshoot the noise problem. It took multiple calls and visits-four in total- to troubleshoot the noise problem and improve the support we received. After these efforts, we were able to confirm that the issue lies with the compressor on this new unit. The manufacturer acknowledged this as a known issue, especially in light of challenges with newer units post-COVID.

    We're please to inform you that the manufacturer has agreed to provide a replacement unit, which is currently on its way. Once it arrives, we'll schedule an appointment to install it, and we've already notified you of these next steps.

    Commitment to Resolution:
    We apologize for the time it has taken to reach this solution and appreciate your patience throughout this process. Please know we have been working diligently to communicate with the manufacturer and secure a satisfactory outcome for you.
    Thank you for allowing us the opportunity to make this right. Should you have any additional questions or if there's anything more we can do to support you, please do not hesitate to reach out to us.

    Sincerely,
    Kaspars Kartupelis
    Kaspar Air Solutions


Kaspar Air Solutions is NOT a BBB Accredited Business.

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