BBB Accredited Business since
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This company offers heating and air conditioning service, repair, replacement and other related services.
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A BBB Accredited Business since
BBB has determined that Pacific Air Systems 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.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Pacific Air Systems include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
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:
Washington Department of Labor & Industries
7273 Linderson Way SW, Tumwater WA 98501
Phone Number: (800) 647-0982
Type of Entity
Business ManagementMr. Peter Hungate, President Mr. Robbie Negron, Operations Manager Mr. Dan Quails, Field Operations Manager
Heating & Air Conditioning Air Conditioning Repair Air Conditioning Contractors & Systems Heating Contractors
Products & Services
Pacific Air Systems sells the following brand(s): American Standard, Bradford White, York
Pacific Air Systems offers the following product(s): Air Conditioner, Duct Cleaning, Electric Furnace, Emergency Repair Service, Gas Furnace, Heat Pump, Indoor Air quality Products, Installation and Air Conditioning Add On, Precision Tune-up and Preventative Maintenance
Method(s) of Payment
Alternate Business NamesAir Systems Northwest Inc Air Systems NW Inc
12811 Pacific Hwy SW
Lakewood, WA 98499 (253) 581-5272 Directions
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Types of Complaints Handled by BBB
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BBB Complaint Process
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Additional Phone Numbers
- (253) 581-3573 (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|
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
Star Rating scale
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Read Complaint Details
Complaint: My mother-in-law, an 88 year old widow who lives alone in Tacoma, had Pacific Air Systems of Lakewood come out due to a furnace problem. While there, the company's service advisor, **** ***** told her that her electric service panel is old and is a potential fire hazard. (I checked on ************************ panels myself and found that to be true) He then gave a verbal estimate of $3,495 for a new service panel. I learned of it and asked my mother-in-law to request a written proposal in the mail. Mr. ***** finally sent one. The total with tax is $3,717.52. I got another bid for the same work from another local electrical contractor, **************. That proposal totaled $1,011.02 w/o tax and an additional $100 charge for Tacoma City Power to come out and disconnect/reconnect the power at the meter. Pacific Air Systems would have charged approximately $2,520 more for the same work, i.e. over three times what the other contractor bid.
Desired Settlement: I want this overcharge practice to stop. If my mother-in-law had signed Pacific Air System's proposal and paid for the service it would have constituted elder abuse according to NCEA, National Center on Elder Abuse. www.ncea.aoa.gov. Please adivse via email how I can send copies of both proposals, the high one and the resonable one to your office as support for my complaint. Thanks in advance
Business Response: Business' Initial Response /* (12210, 9, 2013/06/10) */ We understand the customer's frustration and want to address the concerns. Some things of note #1 - The accusation that our company abuses the elderly or any member of our society is unfortunate and could not be farther from the truth. Our pricing is not subject to change on individual customers based on age or any other factor, we do not change our price based on the customer we are offering our products and services to, we have pricing guides that all of our employees use. We take pride in caring for our community as that is what our business truly is and why we have been successful in business since 1984. #2 - Our pricing models follow a very respected national model in the HVAC industry built by a large group of nationally recognized successful and customer focused contractors in the United States of America, we do not overcharge, but rather follow very strict guidelines created by several national contracting groups that make up some of the most well respected contracting companies in the U.S.. #3 - There are contractors out there who price differently than we do, though we can not comment on how the other contractor priced their work, we do know that our pricing is done correctly per our model that we follow and is fair with the products and services we provide. Unfortunately there are not so honest contractors out there that damage the reputation of our industry, we however are not one of them. Our respected A+ rating with the BBB as well as other respected agencies like ************ happen because we value our customers and our community as a whole. We are sorry Mr. ******* felt otherwise. Consumer's Final Response /* (4200, 21, 2013/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) 8/1/2013 I am offended by your attempt to placate me by offering to refund the prepaid tune up service my mother-in-law has with your company. Yes, I agree as you stated that "this particular issue ------ is strictly a price complaint" That is all it has been from the beginning. What will change the way you do business if I accept your offer? Nothing, I am afraid! You could go on charging approximately 300% over other contractors' prices using (in your own words from your initial response) "very strict (pricing) guidelines created by several national contracting groups that make up some of the most well respected contracting companies in the U.S." As stated in my original complaint," I want this overcharge practice to stop." I am requesting the Better Business Bureau of Washington review our responses, make a determination, then take appropriate steps so situations like this won't happen to others, especially the elderly. Concerning the precision tune-up contract: We wish to cancel this contract and be refunded for any services not yet performed by your company. A check mailed to my mother-in-law for that amount would be appreciated. A service call record related to that contract would also be appreciated if the refund is less than the full contract amount. Please, no personal visits to my mother-in-law. Business' Final Response /* (4000, 19, 2013/07/30) */ Unfortunately there is not much more we can address for this particular issue which is strictly a price complaint. To show the customer good faith in our products and services, we would be happy to refund the customers full amount on her prepaid service for a precision tune-up she has with us as a gesture of good customer service and on top of that willing to perform that service for free even after the refund. We would do this just as a customer service gesture to assure the customer we are not a company who is out to take advantage of anyone in our community.