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Autumn Heating & Cooling

Fax: (512) 996-0197 2001 Windy Ter Ste D, Cedar Park, TX 78613 ! There is an alert on Autumn Heating & Cooling !

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BBB Accreditation

This business is not BBB accredited.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:

  • This business has no rating because it is out of business.

Customer Complaints Summary Read complaint details

12 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 1
Delivery Issues 0
Guarantee/Warranty Issues 1
Problems with Product/Service 10
Total Closed Complaints 12

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Autumn Heating & Cooling
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: October 13, 2005 Business started: 08/24/2004 Business started locally: 08/24/2004 Business incorporated 07/21/2001 in TX
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

Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Chad Arthur, Owner
Contact Information
Principal: Mr. Chad Arthur, Owner
Business Category

Air Conditioning Contractors & Systems Heating Contractors Heating & Air Conditioning Air conditioning & Heating Contractors - Residential Handyman Services Air Conditioning Repair Air Conditioning Systems - Cleaning

Products & Services

Autumn Heating & Cooling sells the following brand(s): Goodman, Lennox, Rheem, Tappan, Trane

Industry Tips
Air conditioning repair tips Tips for hiring a contractor

Additional Locations


    2001 Windy Ter Ste D

    Cedar Park, TX 78613


BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/22/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Autumn Heating and Cooling installed a new a/c unit at my house and I found out today from the City of Austin Permit department that they never got the permit signed off on in 2009. It is considered an expired permit. They need to reactivate the permit and get it closed out. Otherwise, I have to pay another a/c company to pay for another permit and inspection. This needs to be done ASAP as I just had siding put on my house and they can't close out their permit till this one is done. That is how I found out Autumn Heating and Cooling had not done right by me.

Desired Settlement: Autumn heating and cooling installed a new a/c unit at my house and I found out today from the City of Austin Permit department that they never got the permit signed off on in 2009. It is considered an expired permit. They need to reactivate the permit and get it closed out. Thank you.

12/2/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Ladies and Gentlemen of the Better Business Bureau, I would like to report a company named Autumn Heating and Cooling, now known as Austin AC Express. Our Air Conditioning unit went out last year and we had some of their techs come out and give us a consultation. After evaluating our old Lennox AC unit. They recommended we get a whole new system. On July 26th 2012 we had the outside unit replaced for $1989.00 which was a Goodwin unit which from what we've heard now is one of the cheapest system available. The following summer in 2013 we had noticed that the temperature during the day did not cool down below 78 degrees, leaving the unit running all day and running up our electricty bills. Our Average electricty bill before the change was approximately $170.00 during the summer months. After the new unit was installed during the past 2 springs and summers in 2013 and 2014 our electricty bills have been above $250.00. We first raised concern of a problem with the new system in summer of 2013. So we had technicians from Autumn Heating and Cooling come out multiple times a month to come and take a look to figure out what was wrong. They then suggested we needed a new Unit inside of the home. We paid another $1411.00 on july 11th 2013 for a new unit inside with a promise from Autumn Heating and Cooling that our electric bills would go down and that the temperature issue would be resolved. Since both new systems inside and out have been replaced nothing has changed as far as the temperature or our electricity bills. We continued to call to try to resolve this issue. This is a very concerning issue for us not only because it is always extremly hot inside of the house and our bills are continually high. But, also because we have a 2 year old child living inside of the house as well as dogs. We feel that an inaccuate evaluation was made when they first came out and they have been making us pour a ton of money into this. On October 9th 2014 we discussed this with Autumn heating and cooling and they promised to resolve the issue within three days. We never heard back from them and when we try to call now their phone line says it is disconnected and the website is shutdown. We found a testimonial website where other people have had the exact same problem with this company and describe the same issues (phone line disconnected and website down) after they spent a ton of money on a new system. People have said this company has changed names and numbers and then they pop back up again later under a different name. Now that I cant get ahold of them the 5 year warrenty I feel is now void and we still owe money to the bank for these units that do not work properly. We do not feel we should have to continue to pay for something that doesn't work. We feel that this is major fraud and would like some guidence on how to deal with this situation. Thank you for you time, ******** ****

Desired Settlement: Full refund from Autumn Heating and Cooling for the units installed ( they can take them back too). Or they may pay for a new replacement of the insufficient units done by another company.

10/14/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Autumn Heating and Cooling (Autumn HVAC, LLC) installed a new HVAC system for me at the end of May 2011. In January of 2013, I noticed mold growing on the exterior of the HVAC unit inside the house. The company came out and treated the affected area with some kind of special solution (that I suspect may have just been bleach), applied new mastic over the molded areas, and installed a UV light inside the unit. They came back out this spring and treated again. Yesterday, I called and asked for a supervisor or manager to come take a look at the installation because the mold problem has continued and was told that Autumn HVAC was purchased by Austin AC Express, and was given an appointment for noon today (9/16/14). When no one showed up, I tried to call the office but every number I have or have been able to locate using the internet is now disconnected. The company appears to have closed its doors overnight.

Desired Settlement: Ideally someone would come and correct the installation issue, but I sincerely doubt that will ever happen. I just wanted a complaint on file in case this business does reopen in the future.

9/23/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: On March 2, 2012, I purchased what I believed to be a brand new Rheem AC System, I paid $4,948 for this unit. Short of two years, in May 2014, the AC was not cooling so I contacted Autumn and had an employee service the unit. He said that he put a dye on it to make sure it was not leaking and would come by the following week. The following week he came back and everything appeared to be alright. Since the AC was cooling, I did not think much of it. Last week on September 19, 2014, the coil was frozen and the AC was not cooling. I called Autumn Heating & Cooling to have serviced but found out they are now operating under the name of Austin AC Express. They sent a guy to service it and I was told that the coil is leaking and it had to be replaced. I was also told that I had to pay an additional $989.00 for the labor. When asked the reason I have to pay if I was sold a defective unit, I was told that the company covers the parts but not the labor and there was nothing they could do but to pay in order to have it replaced. I called around other Rheem dealears in the Austin area in order to see if this was correct. I found out that Rheem has had many problems with the coil leaking on the units installed a couple of years ago. In fact, I found out that Rheem is giving dealers incentives to offset the labor cost of replacing these faulty coils. I also found out that Autumn Heating and Cooling had multiple complaints filed against them within the past year with the BBB, which I presume may be the reason they are now operating under Austin AC Express. I think they knowingly sold me a defective unit, if the product they sold me was defective then they should be held accountable and have them replace it at no cost to me. I know I am not the only victim they sold this defective product to.

Desired Settlement: I would like for this company to replace the coil at no cost to me.

8/21/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: We purchased two (2) HP AC units with Air Handlers and controls in 2008. Since the initial installation, we have had to call Autumn back out for service several times for several different reasons (incorrect installation/wiring, system/coil leaks, control board failure, blower and plenum leaks, condenser drain installed incorrectly...). Specific to the current issue is system/coil leaks and, according to Autumn, a blower motor. Persistent leakage has plagued us since soon after the initial installation. Each time, Autumn recharged the system without checking for leaks AND never corrected the root cause - repair the leak or replace the system coil/tube(s) that were the cause of the low refrigerant levels. Common sense... and perhaps EPA, local, and State laws... requires a repair (or replacement) as opposed to the temporary patch Autumn opted for on each visit. Upon yesterday's (06/11/2014) visit, the technician informed us that our warranty had expired and the charge would be $2,311 to replace each defective air handler. We strongly contend that THESE ITEMS WERE IDENTIFIED AS DEFECTIVE WHILE THE UNITS WERE UNDER WARRANTY and that Autumn should have known and repaired/replaced the known defective units instead of persistently refilling the leaking system with more refrigerant... waiting for the warranty to expire to avoid the replacement costs. Moreover, Autumn has been notorious for not providing paperwork (before or after service) documenting the issues encountered. It is logical, now, to speculate that proper documents would harm, or otherwise expose, any potential consumer fraud and "bad" business and ethics practices.

Desired Settlement: At no cost (1) replace the defective air handling systems (repair to current industry standards: non-copper, etc.). (2) charge and perform a full system leak test to ensure a leak-free system. (3) provide the applicable warranty to the replaced units. (4) Document the transaction. (5) Unconditionally honor the replacement warranty.

8/21/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
8/21/2014 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: We had a new A/C installed in our house 3 years ago by Autumn Heating and cooling. It was serviced 2 times a year by them after it was installed. In June of 2014 we started to notice an issue and called them to come check it out. It was at this time we learned that Autumn Heating and been bought out or had changed there name to *******************. Come to find out the the Compressor on the unit had gone bad, good news it was still under warranty. That is when things turned to bad. We were quoted $889.00 to have a part warrantied out and installed after a bit of talking they lowered it to $789. Being the summer and having a small child in the house we had to get it done. I asked multiple times why it cost so much and was just told that is what the job cost, but no one could give me a break down of charges. I have called the main number multiple time and have spoken with the office manager trying to get a itemized receipt. She is unable or unwilling to provide and itemized receipt. I have asked her multiple time to have the owner to please give me call. To date the owner has not attempted to call. It is hard to understand how a part under warranty ended up costing me $789. The lack of communication from them just seem to confirm to me their shady business practices.

Desired Settlement: Please call and discuss charges and provide and itemized receipt.

4/21/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: They were hired to replace the HVAC system, they probably did something to damage the coil outside during their regular check up. They now want me to pay $1400 for them to replace the defective part. The honorable practice for them would be to replace the coil at cost of coolant or for free. They are crooked at best. Run far far away.

Desired Settlement: I would never let this company touch any part of my home again, they need to pay for a reputable, honest company to replace the coil.

Business Response: Like we put on ****, you had an install in May 2012 and received a one year warranty. That warranty expired May 2013 (one year later.) We are basing our decision to not perform this repair completely for free based on dates on your invoice. 

Do you have your original invoice in hand? Please review the date.

After we do the condenser coil labor and add the refrigerant for $1,100, ******* will reimburse you $275 by check for refrigerant costs. You'd have to send them your invoice.

Even if we do not do this repair, I sincerely hope this addresses and resolves your situation.

Consumer Response: Complaint:********

You did nothing to resolve my problem. I realize your not legally obligated to repair the faulty part for free, but just because your not legally bound doesn't mean you shouldn't make it right and it doesn't mean you have to make a huge profit off this misfortune with inflated prices. Your prices are heavily inflated. And to add insult to injury you come off your price $300 after I complain publicly. Not good enough and you never called me back yesterday.

Everyone else in town is several hundred cheaper than you, everyone! Not one company was going to charge $1400, first quote, nor $1100 your 2nd offer. They were just under $800. Luckily I found an honorable HVAC company who cares about folks and is doing what you should have done, charge for the time it really takes, under 2 hours and for the freon and only the exact amount used, which may be reimbursed by *******. which is WAY, Way more affordable than you. I am warning people because you have me in a tough predicament but instead of helping and doing an honorable service you choose to squeeze every dime possible out of me. You are nothing but a scam artist and I hope you do something worry of the Lord with your life and your money, instead of just being a greedy, self indulgent degenerate. Your employees are not allowed on my property again.


***** ******

7/17/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Autumn Heating & Air Conditioning company is incompetent. I had to have my air conditioner serviced late last month (it took them three visits to finally get it working right) and I have never received an itemized invoice for the $1700 repair. I have asked for this now three times, once asking the owner and still no invoice. I need this invoice to submit to my home warranty company for reimbursement. Homeowners beware of this incompetent business.

Desired Settlement: fax me the invoice to ###-###-####.

Business Response: We replaced Mr. ****’s coil in June. Mr. **** contacted us about having us mail him his invoice. The office manager was out the office during that time. We had temporary receptionists here and they did not know where everything was. Unfortunately, one of the girls had a hard time finding invoice and Mr. **** got upset. As the problem escalated I was informed of it and was able to speak with Mr. **** and get control of the issue. I did not realize until after I got off the phone with him that he had filed this complaint. The next day we were able to get the invoice from the service tech and email him a copy.

Thankfully Mr. **** is happy now and will continue to do business with us.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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.

******* ****

7/16/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I purchased a maintenance agreement which was a system check 2 times per year. On or about June 7th Autumn Heating & Cooling was scheduled to perform a maintenance check. When the technician arrived he did not have the equipment needed to clean/clear the drain pipe & he told me to call a plumber. After he left I went to work and when I returned home Friday evening I had no ac. They advertise 24/7 service but this is false advertisement - there is no service after 5:00pm. On Saturday when I called ******* in the office told me that this particular technician was the only one working. I asked that he not be sent to my home because when I talked to him he tried to tell me what I needed to do to get the system working. I told him that I wasn't about to fool around with an electrical system. He told me that he would get to me when he got to me. ******* told me I would be put on the schedule for Monday. On Monday I called to confirm that I was on the schedule. I was NOT on the schedule so I agreed to a Tuesday, 8-10am appointment. On Tuesday at 10:30am when no one had arrived I called to see where the technician was and was told "we won't be able to fit you in today and since you no longer want to do business with us we'll just mail your maintenance fee back to you". I called back to see when the check would be mailed. ******* told me she would mail it the next day. I called 2 days later and ******* told me she mailed it out the day before. It has been a week and there is still no check in the mail. Even with snail mail it doesn't take 7 days for mail to get from Cedar Park, Texas to Austin, Texas.

Desired Settlement: I want a money order or cashiers check in the amount of $100. I wouldn't trust this business to issue me a check from their company because they have treated me so poorly and can't be trusted. My husband passed away in February and I am distressed. These people need to pay me my maintenance fee so I can get back to grieving my loss.

Business Response: On June 7th we did send **** to Ms. ******* house. **** preformed the work he is able to do to try and fix Ms. ******* issue with her A/C. He drained the line but it was very clogged and needed a plumber to come out and fix it. **** had flipped the float switch outside so it would stop draining which caused Ms. ******* to call because the A/C was not working. **** told her she could go outside and flip the switch and the A/C would work. Ms. ******* was not comfortable with that and wanted him there right away. **** could not provide an exact time that he could be there and Ms. ******* got upset.  At that point she wanted someone other than **** to provide her service. We were not able to send someone other than **** out to fix the switch. ****** offered to give Ms. ******* a full refund of her three year maintenance contract that only had three months remaining on it.

We did mail Ms. ******* her refund check of $97, and apologized for the delay but there is a process that refunds have to go through and it takes a couple of days.

Ms. ******* does have her check and we are sorry that we could not make her a happy customer.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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.

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

6/27/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Air conditioner installed 08/07/2012 failed on 05/17/2013 within 5 year parts/1 year labor warranty, with biannual service contract that has not and apparently will not be honored because after 9 months of a 12 month contract the company has not had time to enter the service contract into their computer system. ****, apparently the manager, says that they are not required to do anything because they are busy with other customers who also have contracts, and they will get to us when they can but it will not be for at least one week, quite possibly longer because he doesn't have to do business with me.

Desired Settlement: Full refund of all money paid if service contract is not to be honored. Also, written confirmation of warranty and repair of a/c unit that is still within warranty period, without cost to me. This company does not in any way deserve an A+ rating.

Business Response: On May 20, 2013 Mr. ******* contacted Autumn Heating and Cooling and told us his system was not cooling. His system is still working but not getting as cold as he would like it to be. Our first available appointment was Thursday (May 23) but he was not available. We then scheduled him for Friday May 24. We could not come out the same day because yes there are clients who have air conditioners are not working at all, so we do respond to clients with NO Cooling first and work in service calls. We tried to contact Mr. ******* several times in January and March to schedule his check-ups but the phone number we have on file was not a working a number. Our service contract states that service calls will be dispatched to the next available service tech on notification of and Emergency Need. Mr. ******* was very rude to our staff and threatened to unleash legal fury like no other. He said that ******* was a waste oxygen and should never come back to his house. ******* is the owner of the company and if he told Mr. ******* that we do not have to do business with him, it was because of Mr. *******’s rude behavior and name calling of the staff. Our staff does not need to be subject to that kind of treatment.

4/17/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: The air conditioning company was unable to repair my unit (which they had installed) because they said they are no longer a ***** equipment authorized dealer or repair company. The owner **** ****** told me to go hire another company. I have paid for a service contract and the owner refused to even refund the service contract amount. Also, the service technician ***** (according to the ***** **** ** *** **************) lied about having put the parts on another technician's truck for installation.

Desired Settlement: Refund of the Service Agreement payment and a portion of the original purchase price of the unit. Apology from the owner.

Business Response: On August 14, 2009 we replaced Mr. *******’s air conditioning system. The replacement system came with a two year warranty. The warranty expired in August 2011. At that time Mr. ******* purchased a three-preventive maintenance plan. The maintenance plan provided two checkups a year for three years. The checkups are done in the spring and fall, during that time our technicians examine the system to make sure everything is performing properly.The maintenance plan does not cover the cost of parts or the labor to install the parts.

On March 30, 2013, we went to Mr. *******’s house because his system was not cooling and at that time informed Mr. ******* he needed a new motor. It was a part we did not carry on our vehicle and would have to come back to replace it. Mr. ******* was very unhappy and at that time Mr. ****** told him he could take his business elsewhere. His labor warranty had expired and we were under no obligation to do the repair. Once Mr. ****** returned to the office he mailed Mr. ******* a refund check for the $97 maintenance plan he had purchased in September 2011.

Mr. ******* was wanting a refund on his Maintenance plan and that check was sent to him and cleared our bank on April 8,2013 showing that he did receive the refund from us.

At this time we have fulfilled our obligations to Mr. *******.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. However, I still find the business practives deceptive and misleading.  Other customers who have paid for the maintenance plan are likely to find out only when they need a repair that the company is unable to service their unit.

*** *******