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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Airco Mechanical Ltd meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Airco Mechanical Ltd include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 3 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

3 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 3
Total Closed Complaints 3

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Airco Mechanical Ltd
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: December 01, 1983 Business started: 08/01/1983 in TX Business started locally: 08/01/1983 Business incorporated: 04/22/2003 in DE
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Texas Department of Licensing & Regulation
920 Colorado St, Austin TX 78701
Phone Number: (800) 803-9202
customerservice@license.state.tx.us

Type of Entity

Corporation

Business Management
Ms. Tammye Brown, Controller Mr. Bob Polito, Vice President Mr. Wes Stearns Sr., Consumer Manager
Contact Information
Principal: Ms. Tammye Brown, Controller
Customer Contact: Mr. Wes Stearns Sr., Consumer Manager
Business Category

Air Conditioning Contractors & Systems Heating Contractors Contractor - Insulation Heating & Air Conditioning Air conditioning & Heating Contractors - Residential Air conditioning & Heating Contractors - Commercial Energy Audits Air Conditioning Repair Air Duct Systems Energy Management & Conservation Consultant

Industry Tips
Air conditioning repair tips Tips for hiring a contractor

Additional Locations

  • 9200 Waterford Centre Blvd Ste 600

    Austin, TX 78758 (512) 634-8049 (512) 454-2665 (512) 837-2917

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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BBB reports on known significant government actions involving business' marketplace conduct.

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Additional Phone Numbers

  • (512) 634-8049(Phone)
  • (512) 837-2917(Phone)
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Complaint Detail(s)

10/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife signed a "Homecare" enrollment form with Airco in 2010. Airco has continued to charge us monthly at the rate of $60/mo for the last several years despite them not providing services during that period. I called to complain that no service had been performed for many years and they indicated that they would also require a $150 termination fee as the "contract" auto-renewed each year. I've notified them of my termination formally and am considering legal action to recover past payments for services never rendered under their ambiguous and nearly illegible "agreement."

Desired Settlement: Waiver of termination fee and full refund of all amounts paid after the first year of service. By my calculations that would equal $1,545.80 reimbursed to us for failure to perform contracted services. This is submitted solely in an attempt to settle this dispute. No rights are waived by providing this proposed settlement.

Business Response:

Mr. ******,

My name is *** *******, I'm the Retail Manager with Airco. I have recieved your correspondance. I regret that you didn't get in touch with anyone on the management team here before filling a complaint with the bbb, if we owe you anything we will be more than happy to see that your happy with our services without question. I do see that we have been rendering service at your home, our most recent visit was in April. I also see that prior to that visit we came out and replaced a coil for a discounted price due to the aggrement your refering to. When you first signed up for the agreement we discounted a repair which was also a service provided by this agreement. I will follow up with you by phone to see how we can work this out and to ensure we are clear on how to proceed.

Thanks,

***

Business Response: Please find the attached agreement with terms and conditions Mr. ******. You will also find a service ticket dated shortly after the agreement in which we discounted the replacement of a coil due to the agreement, you’ll see the pricing is in the “essential protection billing code” on the worksheet. This plan is a protection plan and in this case does include routine maintenance. Ultimately the customer is responsible for calling in to schedule the routine service but we do make phone calls attempting to initiate the appointment. We have internal records of the dates and times we attempted to reach them. The customer did not  You will also find attached, a signed invoice from 08/19/2013 documenting a routine inspection we provided on the two systems covered  in the agreement. The collected amount is $0.00 as it was included as part of his protection plan. We have made phone calls to the customer and will also be sending an email. At this point he hasn’t returned our phone calls. Regarding the customer’s request: We have cancelled his agreement and waved the $150 cancellation fee. At this point, we don’t see any grounds for the refund he is requesting or the math he used to compute it. We are open to discussing this with the customer in greater detail. If you need anything from Airco please don’t hesitate to call, we are fully prepared to do the right thing. 

Thanks, 

*** *******

Consumer Response: 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,

***** ******

6/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a brand new Air conditioner from Airco Mechanical in April, 2012. Airco installed it. It has been used for just one summer. Airco technician has come twice in the last one year to check it as a part of the maintenance package – so we have done our part in taking care of it. This year, just as the temperatures have started creeping up, the air conditioner has stopped working. We spent an entire weekend without an air conditioner. We called the emergency line – so far we have paid the technician around 260$ and are no closer to a solution. He has found two issues so far –there is a refrigerant leak in the coil and the thermal expansion valve that controls the refrigerant flow is not working. We are extremely disappointed that an year old air conditioner that was just used for one summer is having so many issues. When we called the office on Monday, we have been asked to wait another day for some other technician to come and try to fix the problem – while we continue to bear hot temperatures without an air conditioner. Its difficult to believe that our request could not even be prioritized over others– unless their air conditioners are crashing all over the place.

Desired Settlement: Resolution: We would like our 260$ to be returned with one year free maintenance and the problem fixed at no cost. Else, we want a complete refund of all cost that we have borne so far and they can take their air conditioner back

Business Response:

On June 8th we received a weekend request for a service call from the homeowner. We responded to diagnose the unit same day and returned on Sunday June 9th to complete the diagnosis. It was determined that the indoor coil and txv had failed. The ******* part warranty is 10 years and the Airco labor warranty was 1 year from the date that the homeowner signed the Completion certificate. We have a signed document from the homeowner confirming both warranties. Despite the expiration of the labor warranty Airco offered to replace the part at no cost. This is a service that usually cost $700.00. At the start of business Monday June 10th we ordered the part and set up a return trip for Tuesday June 11th. This was the first available installation time available. We have attached the Completion certificate with both parties’ signatures for documentation. Airco is willing to refund the $260 that was collected for the diagnosis performed out of warranty although it was a billable service based on the agreement. We will also install the coil at no cost although it to is a billable service based on the signed agreement. Airco will not provide an additional 1 year of maintenance in addition to the free year already received by the homeowner. Airco will warranty the replacement coil and txv with a 1 year labor warranty and it will have a 10 parts warranty from ******* just like the original one. Airco responded quickly to the issue and is willing to void any charges for the service of replacing the coil and txv. Airco has more than honored our warranty and has provided reasonable service given the time constraints.

5/8/2012 Problems with Product/Service