BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Arlington Heating & Air Conditioning. Inc 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.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Arlington Heating & Air Conditioning. Inc 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
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||3|
These agencies may include:
Department of Professional and Occupational Regulation (DPOR)-VA
9960 Mayland Drive, Suite 400, Henrico VA 23233
Phone Number: 804-367-8500
The license number is 2710019955.
Type of Entity
Business ManagementMr. Thomas C Croker, President Ms. Jessica McGhee, Office Manager
Air Conditioning Contractors & Systems Heating & Air Conditioning Heating Contractors
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Additional Phone Numbers
- (703) 671-9850 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
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|
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Star Rating scale
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Problems with Product/Service
Read Complaint Details
Complaint: I paid $95 on November 6, 2012 to Arlington Heating and Air for a checkup. I did not pay to renew because despite buying a new compressor and air conditioner with this company, they kept telling me I needed a new system. I told them I wanted to pay per visit. On July 9, 2013 I paid for a one year renewal of my contract for the Spring and Fall Check up. At this time I paid $220 for the renewal. I called today to get my fall check up, and they told me the renewal was for my visit in 2012. I told them I had a record of payment for this visit, and they needed to return the $110 to me.
Business Response: This customer has always been on a Fall / Spring contract meaning they receive a Fall check up and then a Spring check up. When the fall rolls around again, they pay the renewal for the FCC. Last year, we were called out for a no heat call. We have a $95 trip charge for contract customer. She was charged $95 on November 6, 2012 for a trip charge, not a renewal and not a maintenance check. We found a restriction in the outdoor unit. We returned the following day for no charge and did a $1,000 repair for no charge. As part of the no charge, we completed the annual heating inspection which was due for renewal at that time. We then performed the cooling inspection on July 9, 2013. The customer didn't pay the renewal until that July visit which is why they feel entitled to another check up. However, it was supposed to be paid while we were there in November.
With that being said, we went ahead and refunded the customer $110 on November 20, 2013 and cancelled the contract.
[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.]
BBB's Final Determination: Consumer accepted resolution offered by the business.
Problems with Product/Service
Read Complaint Details
Complaint: Despite several attempts, I have been unable to get Arlington Heating & Air Conditioning to refund the unused portion of my maintenance agreement as requested. The plain language of its "Preventative Maintenance Agreement" states that it may be "cancelled for any reason" and a "refund will be made at the owner's request." Since 17 September 2012, I have twice requested cancellation by phone with the company's maintenance scheduler and each time was assured that "***** would process my request within the next couple of weeks." On January 27, 2013 I sent a a letter to the company, by first class mail using one of the company's pre-addressed envelopes, summarizing my previous attempts to cancel and receive a refund and expressly requesting a refund of $122.50 (the unused portion of the maintenance agreement). I have never received a refund, or the courtesy of a verbal or written reply, but recently received a maintenance agreement renewal statement from the company in the mail.
Desired Settlement: Receive the $122.50 refund that I have been requesting since September 2012.
Business Response: Customer was reimbursed for the remaining portion of his maintenance agreement on 04/17/13. Refunds on maintenance agreements are not calculated by 50% of the value. The refund as detailed in the terms and conditions is calculated based on how many checkups have been completed. Also, accessory items are not reimbursed if a checkup has already been performed. In this case, we already performed the AC inspection. Therefore, the contract converts to an AC only contract which is $125 + the humidifier which is $25 totaling $150. Since they originally paid $220, he was refunded the difference of $70. Please let me know if you have any questions at this time.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved