Complaints

This profile includes complaints for Mario's Air Conditioning and Heating, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mario's Air Conditioning and Heating, Inc.

  16615 Scheer Blvd Hudson, FL 34667-4237

• 

  Mario's Air Conditioning and Heating, Inc.

  9213 Denton Ave Hudson, FL 34667-4340

• 

  Mario's Air Conditioning and Heating, Inc.

  9312 Denton Ave Hudson, FL 34667

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.

• Initial Complaint

  Date:03/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I purchased a Lenox 5 ton unit that was installed on 9/27/22 that cost me $10,500 I was referred from *******************. After the colder season came and went, I was receiving notifications from my ecobee thermostat. The notifications stated that the unit was not cooling causing the unit to run continuously and increasing my utility bill. When I contacted ****** they sent out a tech who suggested I add better ventilation in my attic and my soffits cleaned/replaced. After taking their advice and contracting a company, 2 thousand dollars later the ** still wasnt working. I called again to ****** they insisted I need more insolation. I contacted ***** to request help. ***** contacted ****** and they immediately sent out a senior technician who said my whole unit was installed incorrectly. He explained that the blades on the outside unit were also damaged, they got a replacement through the manufacture. My only request at that point was for them to extend my warranty the 9 months that my unit was not functional. I was not contacted by any representative to apologize for the mistake nor extra expense endured from suggested repairs. Further examination of the original installer should have been conducted. A pasco county inspector came and the unit did not pass. Ive contacted ****** several time with no solution. Fast forward to today, my first routine visit, the tech tells me Im no longer in warranty. He explained the drains were clogged, the ** was flooded, and the unit is leaking freon. A new unit should not need freon unless theres a leak in the seal system. The technician said I am out warranty and the freon isnt included therefore the service was not fully completed. I was also informed I should have been receiving 2 maintenances per year and today was my first maintenance since Ive had the unit. I called the office and requested for a manager,owner,supervisor to make this right, before I go further. Look forward to a timely response

  Business Response

  Date: 03/28/2024

  Hi *****, someone from the management team will reach out to you shortly to resolve your concerns. Thank you. 

  Customer Answer

  Date: 03/29/2024

  
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Dear BBB,I am writing to file a complaint against Marios Air *********************************************** (Company Contact Information: ************) regarding an unresolved issue with a chemical odor emanating from our air conditioning and heating vents.On February 13, 2024, a technician from Marios Air *********************************************** diagnosed the odor as growth in the unit and recommended installing a device to prevent further growth and eliminate the smell. However, the initial device did not resolve the issue. We contacted Marios again on February 14, 2024, due to the persistent odor. Another technician visited on February 15, 2024, recommending a different device called a Reme Halo. We followed the technician's instructions to test the Reme Halo device, but unfortunately, the odor intensified throughout the house, causing eye irritation and worsening allergies.Despite reaching out to Marios' office on several occasions, including requesting to speak with the manager, ******, we have not received a satisfactory response or resolution. We were under the impression that the initial diagnosis and offered solutions would address the problem.Finally, on March 6, 2024, ****** returned our call and suggested placing a small device in our home to identify the odor source for at least ***** hours. He promised to stay on top of the issue, but there has been no further communication. We followed up on March 8 and again on March 12 to schedule a technician to retrieve the device. While a technician was scheduled to retrieve it on March 12, we haven't received any updates or information about the next steps.Despite our email and calls requesting further action (attached), Marios AC has not responded to our concerns. We are very concerned about the potential health risks associated with this chemical odor and the lack of resolution from Marios AC.We kindly request the BBB's assistance in mediating this issue and ensuring Marios AC provide us with a refund of $2,450 for an unresolved issue.Thank you for your time and attention to this matter!Sincerely, *******************************

  Business Response

  Date: 03/20/2024

  Spoke with both homeowners, came to a plan of resolution & going onsite on 3-21-2024 to make all corrections. 

  Customer Answer

  Date: 03/28/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  August 2023 our AC was struggling. I called Marios and set up an appointment to have them come take a look and diagnose the issue(s). The appointment came and went and no one showed or called. At 11pm that night, someone called and left me a vm saying they had a flat and they would be to our house first thing in the morning. Around 11 that morning they sent someone. He checked the outside unit and determined there was nothing he could do for me and I needed a new unit. We sat down at my dining room table and discussed different options that were available and I was able to ask all the questions I needed. One of those questions was concerning what was included in a new unit. Duct work was to be included in the installation. I was happy with the price and decided to move forward. On installation day, the crew was 3 hours late. I ended up calling the office because I thought they were not coming. They showed around 11 that morning. Two installers and one supervisor (***). During the instal, one of the less qualified techs fried one of the panels and installation came to a screeching hault. The supervisor on scene drove his personal car back to the shop to get the new part but they did not have another thermostat for us. That part had to wait. They finished instal later that day around 7pm. In order to get the correct thermostat, I had to call and ask them to come back out, they forgot. **** came out to fix that but couldnt because the unit wasnt correctly installed. The installers had to come back out to fix whatever they missed. Here we are 3 months later and the unit isnt working properly. I called 3 times, all of which were ignored. Left messages that were never returned. Finally got a new tech to come out and now they are telling me that I need new flex duct work. *** called like the sales person he is and tried to work me. They admitted the wrong doing on their part but still want to charge me. They offered 40% off but how can they be trusted at this point??

  Business Response

  Date: 12/27/2023

  I am writing on behalf of our company to address the recent concerns raised by the ******** family regarding their HVAC installation. We deeply regret any inconvenience or dissatisfaction experienced by the ******** family and sincerely apologize for the impact this has had on their comfort and trust in our services.

  At Marios Air Conditioning and Heating, we hold ourselves to the highest standards, and it is disheartening to learn that we fell short of meeting the expectations set for our HVAC installations. We understand the importance of a properly functioning heating and cooling system, especially in the ******** family's home, and we are committed to resolving this matter promptly and to their complete satisfaction.
  Our team has already initiated an internal investigation to identify the root cause of the issues raised by the ******** family. Rest assured, we are taking immediate corrective actions to address any deficiencies and prevent similar occurrences in the future. We value the trust our customers place in us, and we are fully committed to upholding the quality of our services.

  Today, we will be reaching out to the ******** family to discuss their concerns in detail and work towards a resolution that not only meets but exceeds their expectations. Our goal is to ensure their complete satisfaction and to restore their confidence in our company.
  

  Thank you for bringing this matter to our attention, and please be assured that we are taking all necessary steps to make things right for the ******** family. We value the relationship we have with our customers, and we are committed to delivering the level of service they deserve.

  Customer Answer

  Date: 12/29/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On 4/21/23 I had a technician come out to their scheduled appointment with us. Tech that came out was great and ***old us on 2 prepaid tune *** for ****** that he told us would happen every 6 months. I paid for services rendered that day that he was here. Fast forward today, 9/8/23 and I get an alert from my credit card that Marios is attempting to charge my card for $248 8 MONTHS LATER. Check our email with an invoice. I called immediately to let them know I paid that day and have no idea why I would receive this bill and how unprofessional and disrespectful it is to randomly charge someones card with zero heads up 8 months later. She says they were too busy to do it prior. I asked her why no one has come back from my tune up since its 8 months since I purchased, and she said it is my responsibility to call and that they just keep the 2 tune *** on file but they will not reach out to remind me to use them. Oh, so if I forgot about them you wouldve just stolen $180 from me but have no problem charging my card 8 MONTHS LATER for additional services?! Complete robbery and scam.

  Business Response

  Date: 09/11/2023

  Customer on 4/21 purchased 2 maintenance agreements $179 each. First of which maintenance would be OCT 21 2023.The customer had a clogged drain line which we charged $189 to chemically clean.  Customer agreed to services and gave us the credit card which we charged half upfron half after the drain cleaning. The second half was declined due to insufficient funds (mssg from bank). We have on numerous occasions tried to reach out to this customer with no communication back. 

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20575310
  
  I am rejecting this response because:

  This is untrue! There was no discussion of any services being paid in half at any point. 179 is not even half of the total made up bill we were randomly sent half a year later on Friday. I called and verbally spoke to the woman in regards to you attempting to charge my card  who told me I was responsible for scheduling these maintenance visits and that no one reaches out or schedules them so how would I have an appt for Oct ***************************************************************************************** getting it scheduled after I told her it was a scam to not contact people after prepaying? Where she also informed me that due to summer months it is normal for you to send bills and charge cards 6-8 months later. That is so unprofessional. Please provide email proof that you attempted to contact us regarding a bill! Friday was the first time we received notification from our credit card that there was an attempt to charge the card and then conveniently after received an invoice. We have the card locked which is why we were notified. This service was months and months and months and months and months ago. We have not been contacted under any circumstance up until we received the charge notification and invoice. 

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/18/2023

  SINCE WE ARENT ABLE TO COLLECT THE MONEY DUE WE HAVE CLOSED THIS FILE AND VOIDED THE UNPAID BILL (ANNUAL MEMBERSHIP). WE DO NOT WANT TO KEEP GOING BACK AND FORTH WITH CUSTOMER OVER HE SAID SHE SAID. 

  WE WISH ************** BEST OF LUCK AND THEY WILL NOT BE REACHING OUT TO THEM ANYMORE. 

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20575310
  
  I am rejecting this response because:

   

  yep, go ahead and steal ****** for those service visits from me that you had no intention of completing anyways. I will also be contacting Lowes to let them know the complete level of unprofessionalism and how your finance department is apparently 8 months behind. As well as, services pre paid are customers obligation to follow up on. Again complete scam. Completely stolen money. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I called Marios for service 3 days before my 2 yr. negotiated labor warranty was over on a newly bought heat pump. It stopped working and I tried to start it again a few hours later and it started. I called them up to tell them that and they said a technician was on his way so I let him come to see what happened. He opened up the panel on the condenser and checked things out and said everything is fine. 19 days after my warranty was up it went out again and would not start. I was told the warranty is up and it would cost $109 to come out plus the cost of labor since any parts are covered by the manufacturer. I was upset and called another company to come out. It was as I was told the capacitor and the tech that replaced it said it was probably going bad before my labor warranty expired. Marios technician opened up the panel on the condenser that contains the capacitor. How can he not check the capacitor. It is a common problem when a system stops working. I called right before the warranty expired. Obviously something was wrong. It cost me $234 to ****** Air Conditioning for labor for the capacitor and the part was covered by ******.

  Business Response

  Date: 08/25/2023

  Customer called us for service due to outdoor unit not working. Upon arrival we discovered that he had shut it down while washing it. The customer was not charged even though this was not a failure due to system malfunction or part failure this was caused by the Homeowner. In regard to the capacitor failing, we cannot predict that as they fail without notice usually. At time of our visit in June there were no other issues that we found. We have a video from our visit that we cannot upload due to BBB not accepting that file type. 

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20519917
  
  I am rejecting this response because:The response Marios gave was a lie. I did not shut down the system. I called them because I noticed  the system stopped working after cleaning the condenser unit coils with a hose like I was told to by a Marios technician every few months. I called before the labor warranty was over. When Marios sent someone out I tried it again and it turned on. I called them and was told he was on his way. The lady said might as well have him look at it. He said nothing was wrong after he opened the panel  where the capacitor is located. I said to the technician how can the system stop for no reason. He said he didnt know. When I called to say my system is out again like 3 weeks later I was told my warranty is up and nothing can be done unless I pay $109 service call paid up from when the technician arrives plus the cost of repair. I called another company called ****** Air Conditioning and the tech said the reason it stopped before was because the capacitor was going bad. The air conditioner did not stop for no reason at all. Obviously the Marios tech did not check the capacitor because that was all that was needed to fix the problem. 

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/11/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  Our custom home builder used *****'s to install our HV** system. We closed on the house on July 17th. For the first 4 days we moved into the house the ** would not stop running, compressor made lots of noise and the system could not maintain 75F in the home. Also some of the ceiling diffusers were bent because of overtightening the installation screws. We called and asked Marios to come and address these issues. It took them 6 days. After several days of diagnosis they were able to make adjustments to the outside compressor to cut down the noise. They also adjusted the air handler. In the end the cooling issue had been resolved but they refused to replace the diffusers because it was a cosmetic issue. Since they had fixed the HV** issue i accepted the non replacement of the diffusers. Fast forward 5 months and now it is winter. On 12/26/22 it went down to 26F and our HV** would not heat the home. Thermostat was set to 70F and heater was not heating. Temperature was 59 to 60 throughout the house. Reported the issue to my home warranty provider and they informed the builder who then informed Marios. Marios called me to schedule an appointment to diagnose the issue on 01/09/23 and they never showed up. They did not even call me to re-schedule. I ultimately called them back on 1/11/23 and they are scheduled to come on 1/12/23. I will update this complaint if the issue is resolved by their next service call scheduled on 1/12/23.

  Business Response

  Date: 01/11/2023

  We did receive the service request from the builder on 1/11/2023 at 9:30 am. Builder asked us to come out to the residence on 1/12 (our next available appt) and we have that scheduled per builder's request. If this consumer was told differently by his builder than the complainant should file a complaint against his builder not us. We also do have a 24hr emergency service where the customer could have called into if he needed emergency services. All the documentation and telephone numbers were provided to his builder and builder should have shared that information with the owner at the time of closing. 

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18720943
  
  I am rejecting this response because: *****'s did not satisfy the scheduled appointment on 1/12/23. This is the 2nd appointment that *****'s has scheduled and missed. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I purchased a service agreement for preventive maintenance on two ac units at my home. the first service great. the second ..very poor service by technician, let all screws out of evaporator cover unit in garage and just set the panel on unit, same issue with outside condenser unit outside only replace one s**** when placing panel cover back on. the technician did not service the evaporator in sunroom just looked at condenser outside and did nothing. i called *****'s to report this and request another service person be sent, the customer service rep stated that manage would be calling. never received any form of communication from them to date. this has been over a month. I had to purchase screws for the cover on the outside unit cover and found the screws for the evaporator in the garage in the drip pan, so reattach them. Thank you for any assistance you can provide. Sincerely ********************* ************

  Business Response

  Date: 12/27/2022

  Good Afternoon, 

   

  We are terribly sorry to hear about your experience with your second maintenance visit. We strive for excellence and it appears the ball has been dropped. We would like to extend an additional year of maintenance in an attempt to make this situation right. Please let me know if this is agreeable to you. 

   

  Again, our sincerest apologies. 

   

   

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18637767
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/29/2022

  Hello. Our next attempt to satisfy your desired resolution is to refund you for the membership. A refund of $149.95 will be processed today. 

  Customer Answer

  Date: 01/04/2023

   
  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.
  
  Sincerely,
  
  *********************