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Consumer Complaints

BBB Accredited Business since 01/03/2014

US Air Heating & Cooling, LLC

Phone: (803) 980-4328

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues1
Billing / Collection Issues0
Problems with Product / Service0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
02/06/2014Advertising / Sales Issues | Read Complaint Details
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Complaint
Complete new HVAC unit installed in 2008 at a cost of $5900 for a sub standard "builder grade" product.
The units blower motor had to be replaced last year, not 10 days passed the warranty that was not covered. Now, the compressor has gone out and I am forced to spend $1600 to completely replace the entire unit outside the home. US Air Heating and Cooling was called first, where they proceeded to tell me that they would not be able to cover the part under warranty and would be able to replace the compressor at a cost of $2200. I proceeded to get two other estimates; where both would not only replace the compressor but the entire unit for $1850 and $1600 respectively. Neither of which I was happy to hear being that both told me that they could replace everything, unit and air handler for $3800. In a matter of 5 and half years, I will be paying out $7500 for HVAC at this home. They charged me twice what I should have paid originally, for what I am now learning is substandard equipment. I will never do business with US Air Heating & Cooling again.

Desired Settlement
I would like for them to cover the cost of the expense that I am now having to pay to get my heat working again. Even after the $1600, the original cost of this unit will still come in at $500 more than any other price that I have received 5 years later, to completely replace the HVAC system, for a brand name unit like xxxxx which both come with a 10 year warranty.

Business Response
We cannot control manufactures warranty policies. The blower motor we replaced was covered in over half an inch of dirt and grim, the filters inside the home "which is a rental home" looked to not been changed in a very long time. We tried multiple times with different vendors to get the blower motor under warranty but was unsuccessful. We were recently called out to this rental property by the owner for a no heat call. We didn't charge him anything to come out and diagnose the system, but unfortunately found that now the compressor has failed. We have tried multiple times to work with this customer on doing annual maintenances on the system but was denied. We also explained that the systems that are made these days require maintenance and care for optimal efficiency and life. We gave the customer a price to change out the compressor which is a very labor intense job of $2,200, but worked with the customer and dropped it to $1800. There is no such thing as builder grade equipment in the heating and air industry. You have standard equipment which is required by the government, then you have higher seer equipment. The customer wanted the cheapest price for this was being installed in a rental property, and we changed out the old system and installed a new system which is a nationally known brand for $3900. The customer is exaggerating the price of the change out and when it comes to warranties again we have no control over manufactures policies. We have done everything we could do to try and help the customer, but in the end the customer is responsible for keeping the system maintained properly, and cannot control what happens to any equipment that we cannot clean and maintain. We also can't help what other companies say about other equipment they do not sell or any of the strategies they use to try and sell new equipment. Every brand of equipment that is made has Good and Bad reviews, but every brand of equipment also requires taking care of the system which will be stated inside of any owners manual. We are sorry for the unsatisfied customer and we have tried everything we could to make it right, but cannot lose because of neglect.

Industry Comparison| Chart

Heating & Air Conditioning, Refrigeration Equipment - Commercial - Sales & Service, Heating Contractors, Air Conditioning Contractors & Systems

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.