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:10/20/2022

  Type:Sales and Advertising 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.

  It is all but impossible to contact this company's management via email. I had to go through a Chamber of Commerce channel to email the Aire Serv General Manager. I received no reply after several weeks, even though I received my copy of the email.Their hard sell tactics started at the outset. It was the hottest day of the month, and the Aire Serv technician told me the two replacement parts I needed would be close to several thousand dollars and would take a couple of days to arrive. He suggested I might want to replace my 11-year-old heat pump.I asked for estimates on a new system, at which point a sales person arrived. He informed me that only two of their systems would fit my indoor utility closet, but only one, the most expensive, would qualify for rebates under the Inflation Reduction Act - up to $8000.00. I was impressed that such a large rebate would offset half the cost of the very expensive system that they quoted.From that point on, that large rebate was repeated a number of times by both company reps, one of them even stating that the rebate was available immediately. So, with the confidence that the high cost of the new heat pump would be offset by the savings through the rebate, I agreed to purchase it.During the installation process, I spent the time researching the rebates and tax credits for new heat pumps. I quickly learned that they would be available only for replacements occurring after January 1, 2023!*****'s remorse set in immediately, and I was upset by the misinformation Aire Serv personnel had presented me. Add to that the fact that the outdoor unit was delivered to me with two dents in the cabinet, for which the delivery technician told me the supplier would give me a $200.00 discount. No surprise, I never heard another word on the issue from him or the company.The high pressure sales tactics used my multiple employees of Aire Serv of Huntsville tells me that closing the deal is more important than honesty with the customer..

  

  Business Response

  Date: 10/28/2022

   

  We have tried several times to reach out to ******************** since we saw his concerns. Our Sales Manager is ***********************. He is the one that can help resolve any issues ******************** may have. We ask that ******************** call or text Mr. *********************** at ************ or call our office at ************. ****** can also be reached directly by email at ************************* We strive to have satisfied and happy customers and certainly want ******************** to feel this way.

  Our vendor is processing the $200 check to compensate ******************** for the dented condenser and he should get that any day now.

   

  Sincerely.

  *******************************

  Branch Manager

  Aire Serv of Huntsville

  

  Business Response

  Date: 12/12/2022

  A $200 check was sent to ********************. I personally spoke with ******************** last week on the phone and the conversation was very pleasant. 

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18247815
  
  I am rejecting this response, because the only person I've spoken to at Aire Serv of Huntsville is an office staff member, ***, about a matter unrelated to my complaint. I have yet to receive any acknowledgement nor response from the Sales Manager, ***********************, to whom the business recommended I direct my complaint. I'm disappointed that the company has essentially ignored the basis of my complaint - a dishonest sales pitch - and has failed to respond to it for so long. I regret that upper management of Aire Serv of Huntsville is less customer-oriented than their courteous and ************************ and office personnel with whom I've always enjoyed interacting.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/28/2022

  I apologize for the delay. Due to the holiday, Mr. ***** was out of the office. He has now followed up with ******************** via email on 12/28/22. Mr. ***** is currently awaiting a response.

  Sincerely,

  *******************

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18247815
  
  I am rejecting this response pending Aire Serv's acceptance of the proposed resolution contained in my attached response to them.
  Sincerely,
  
  *****************************