Complaints

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:07/24/2023

  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.

  Hi, we did construction feb 2022. Clean air LLC was hired to install 4 mini splits, cut off the ducts to the upstairs, and install 6 new vents on the main floor. Communication throughout was a major issue, the owner/tech didn’t want to come back to cut vents once flooring was installed etc. damage was done by the installer to the upstairs bedroom and it was never taken care of by the company. We had an issue where one room smelled like sewage when the mini split ran and that was addressed. Now we have another mini split leaking water. We called the company, told them the issue, and a week later we still hadnt heard back. Our calls go straight to voicemail. Now we have reached the secretary who says the piece that’s cracked (the drain tray) is under warranty but not the labor. The drain tray is internal and not something we could have accessed to break. The company had a temp installer from out of country install this unit and I firmly believe it was damaged during installation (same room that has the ceiling and carpet damage). With that being said, we did not ask the company to have the carpet stain cleaned or fix the ceiling but we are asking them to repair the cracked drain tray. The company’s general policy is labor warranty matches the part warranty. This part has a 5 year warranty so labor should match. The owners argument is that ‘he gave us a great deal’ and therefore he is not responsible for the labor cost to replace the cracked drain tray. Thank you. Attached is the original invoice, we paid via personal check.

  Business Response

  Date: 08/14/2023

  Response received via BBB Email

  Thank you for sharing your concerns with us. We appreciate your feedback and want to address the issues raised.
  
  To clarify, the installation was contracted by a general contractor, not directly by ***** ******. 
  
  Our company policy offers a one-year general labor warranty unless customers opt for our maintenance service agreement with an extended warranty.
  
  We have made multiple visits to your house to address reported issues after the installation at no charge.
  
  We offered to repair the cracked drain for only labor cost, but you declined and chose to go with another installer. We still perched and supplied you with the part for free, even though we do not warranty the product and you should contact the manufacturer directly for parts warranty.
  
  If you have further questions, please contact our office.

  
  

  Customer Answer

  Date: 08/17/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Al thought my father in law was the general contractor, we did pay clean air LLC for the project directly. It has been impossible to communicate with them through the project. It is true that there have been several issues and they were resolved with us requesting assistance several times however there should not have been need for repairs on new installations from the get go. At this point, the general contractor has tried reaching out to Clean Air on our behalf with no response. The item that needed to be replaced was replaced in ten minutes by another reputable company. Clean Air wanted to charge $487 for the repair. We would like to be reimbursed for the $150 it cost us. Also we were told the warranty for labor matches the warranty for the part. Since the warranty for this part was 5 years, the labor should have reflected as such. The part was very clearly damaged during install as shown in the pictures prior. One end of the drain tray is cracked in several places. Thank you. 
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** ******
  
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 08/21/2023

  Thank you for your recent communication. We are committed to addressing your concerns and finding an appropriate resolution.
  Regarding the warranty terms, I want to clarify that our labor warranty is set at one year. Moving forward, we regret to inform you that we will not be able to offer you HVAC services, For any future warranty needs, we recommend working directly with the manufacturer of the product.
  In light of your reimbursement request, we're prepared to reimburse you up to $150 for the repair you mentioned. To expedite this process, kindly provide us with the repair receipt for verification.
  Please share the receipt at [email protected] . Upon receipt, we'll promptly proceed with the reimbursement.
  We appreciate your understanding and cooperation.
  Best regards,
  Clean Air HVAC LLC