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:03/21/2025

  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.

  furnace service done on 3/18/25 and Technician said everything was ok. I checked thermostat 15 min after tech left and was set to 77 and couldnt change. I called Alaskan and they sent tech back and he put in manual mode until could figure problem. Technician put in manual mode till he could get tech support. He said he would defineately call back Wednesday. I called Alaskan on Wednesday at 11:57 am and was told technician would call back before 5pm. No call back so on Thursday 3/20 at 8:25am called Alaskan and they said technician was in a meeting and would call back once he was out. My wife called back Alaskan at 9:48am and said technician had tried calling yesterday and said he would call us. We were both home all day yesterday and never received a call and our phones didnt show any missed calls and no voicemail. Called Alaskan again at 12:30pm and asked to speak to manager and was told no manager available and they were in meetings all the time and usually not available and technician would call back. Technician called at 2:12pm Thursday and that we would need a new thermostat and gave price of $1781 for comparable replacement or $577.20 for a cheaper digital option. I mentioned our extended service plan that also covered accessories as when purchased we were told covers everything for 10 years. H said he would check with manager and call back. No call back so Friday 3/21 at 7:30am I called Alaskan and told person answering our issue and they said they would mark urgent and have manager call us. I checked my email and noticed I had an invoice from Alaskan that stated Customers thermostat screen is freezing up gave him two options to use in manual or to replace customer states he has parts and labor warranty on accessories. Cant find warranty or install date. I have copy of purchase agreement. But no one from Alaskan calls me. Have been 3+ times said would get a call back and havent received.

  

  Business Response

  Date: 03/21/2025

  we have talked to Art and advised him to contact ********** since that is whom his contract is with.  told him if he had any issues to call *** back.

• Initial Complaint

  Date:10/01/2024

  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 am writing to formally address ongoing issues regarding the installation of our air conditioning unit, which we purchased from Alaskan AC and Heating on March 12, 2024, for a total of $22,304.00. This unit was accompanied by several warranties, including a 10-Year Manufacturers Compressor Warranty, a 10-Year Manufacturers Parts Warranty, and a 2-Year Alaskan Labor *********** per our contract, we were assured of the following deliverables:New insulated 26 Gauge Sheet metal supply and return elbow, appropriately sized to reduce system pressure and improve airflow New Galvanized Angle Iron Stand Transition or elbow and all new duct connections sealed with mastic to prevent air leaks New unit electrical disconnect box, high-voltage supply wires, and waterproof conduit for a reliable power supply New Programmable Thermostat Regrettably, since the installation, we have experienced significant challenges with Alaskan ACs service. Not only have the aero seal and the Air Scrubber Plus not been completed, but there remains an unsealed opening in one of our bedrooms, contrary to the assurances given at the time of installation. Additionally, a new intake vent was installed without prior communication regarding its location, resulting in a hole being cut into our dining room floor without our consent.Furthermore, I must express my frustration regarding the lack of communication from their team. Many of our messages have gone unanswered since August 2024, exacerbating our dissatisfaction with their customer service. Technicians have arrived without the necessary tools and information, and their attempts at resolution have resulted in only partial and temporary fixes. Consequently, our electric bill has increased since installation, and we have noticed that the area beneath our home remains excessively cool due to the unresolved issues.

  

  Business Response

  Date: 10/02/2024

  We will call her Monday morning and get out there and address all issues.  

• Initial Complaint

  Date:09/25/2024

  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.

  When I got my bill nothing was broken down. No cost on compressor was it new or rebuilt? How much Freon was put in? What else was repaired to get it back to Runing condition?All simple questions After the work was done thats what I expected to get unfortunately all I got was a bill no break down on costs for anything. I call and asked to speak to the manager on Friday i was informed 24 hours to get a call back, never got a call back for 3 days until i threatened to despise credit card charges then he finally called me back, i explained my issue he said that how we build a flat Rate I ask ware is the truth in that and he continues you pay for what you get. I told him thats its very unethical because theres no proof of cost on anything he told me that how all companies do it you pay a price and thats what it is. I told him when my coworker had their ac done it had a brake Down on costs and he said well if thats what you wanted you should have gone with them. He also tried to explain you dont ask on a break down for a breakfast meal the eggs the bacon and all the other sides and sounds he tone of voice like he was talking down to me As working in retail I know there should be a truthful invoice on what the cost on everything getting done. All I wanted was a breakdown on the cost and the will refuse to give it to me, so it makes me wonder what are they hiding for the me and other consumers it seems very shady and dishonest My home owners insurance was shocked on how the management wasnt cooperating with me and they to found it dishonest. Also Im not an idiot dont talk to me like I am one. I will probably get no response from this and nothing will come out of this.

  

  Business Response

  Date: 09/26/2024

  The owner will reach out to him today to discuss this.

  Customer Answer

  Date: 09/30/2024

  I never got a callback from the company at all to discuss this, so it makes me think more about shady business dealings from them. 

  

  Business Response

  Date: 10/01/2024

  After researching we found that we already talked to homeowner and told him we are a flat rate company and do not break down invoice by parts and labor.  He agreed to the work that was done and job was completed. 
  

  When he first called in to our company, we explained we do not work with home warranty companies and he would have to pay the repair himself. We also talked to his insurance company after the job was completed and explained this to them.  

  Customer Answer

  Date: 10/03/2024

  They were not upfront with the cost of the repair and I dont know if the part was new used rebuilt what all was replaced how much Freon was used nothing. For all I know the compressor was a refurbished they got for 500 dollars and charge me 2500 for it and also the manager talked to me like I was an idiot and I was just a dumb. The comment he made to me about well I should have went with the other company really made me upset it is no way to treat a customer. But they got another customer ripped off and they dont care. Also About the insurance all they wanted was a brake down in cost on the repair and what was done to get the unit back to working order they were the ones that told me it seems very unethical business practices to do what they did and I guess why is this company does not want to deal with insurance companies because Alaskan air Might be doing stuff  unethical

• Initial Complaint

  Date:08/02/2024

  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.

  Alaskan Air installed a brand new A/C and heating system onto my house two and a half years ago. At that time, we had them out multiple times because the system had never worked as promised. We had them out again this week because the cooling was malfunctioning. The tech told me that the system was low on refrigerant and it would cost $1000 to top it up. The problem is that the system is only two years old, and the tech said there was no sign of leakage or leak repair. Since the systems come pre-filled with refrigerant, it begs the question of where the missing refrigerant went to. The tech could not explain but insisted we pay $1000 for the repair. We refused and sought a second opinion from another A/C company that said the refrigerant level was fine and a faulty blower motor was causing the issue. Alaskan Air failed to see this issue and tried to charge us an extortionate amount for something unnecessary. We've had Alaskan install systems on two homes, and in each case, there always seems to be an extra unwarranted fee despite having warranties on these systems. In short, Alaskan rip off their customers.

  

  Business Response

  Date: 08/02/2024

  We are truly sorry to hear about your experience with Alaskan AC Your satisfaction is our top priority, and it's clear we haven't met that standard in this case. We apologize for the inconvenience and frustration this has caused.
  We understand your concerns and would like to address these issues, we would like to schedule a visit from our service manager to thoroughly inspect your system. We will also review your service history and warranty information.
  We value your business and want to make this right. Please contact our customer service department to schedule a convenient time for the technician's visit.
  Thank you for bringing this matter to our attention. We look forward to resolving this issue and restoring your trust in Alaskan AC.

  Customer Answer

  Date: 08/06/2024

  Asking us to call and make yet another appointment for yet another technician to come out is pointless. We have called Alaskan multiple times and requested a manager to call us. We heard nothing. The last tech who came out - the one who tried to rip us off - also said he would have a manager call us. Again, zero reach out effort from Alaskan. We need a manager to call us on 520 275 6512 to discuss this matter. We're tried to calling Alaskan and trying to figure this out!

• Initial Complaint

  Date:11/27/2023

  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.

  Rip off company! We purchased a home and the heat/ac unit is under a service contract that includes 2 free check *** per year. We called them to come out and. they charged $125 for the trip! They also gave us a quote for repairs of almost $4,000 and didn't include the parts and labor discount. Just glad we didn't get ripped off on purchasing the service contract like the original homeowner did.

  

  Business Response

  Date: 11/27/2023

  We came out to homeowners home for a service call and they were told on the phone there is a $129 diagnosis charge to come out.  Was not a trip charge.  we diagnosed the system and told homeowner the cost to repair and homeowner chose not to do the repair.

• Initial Complaint

  Date:04/13/2023

  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.

  ***** charged 4/4/23 $225 to replace a defective Thermostat and was here less than an hour. He arrived without any knowledge from the office that we had requested a new one, and they agreed to install when here for the regular tune-up.This is under warranty. We purchased a brand new AC and Heating system 5 years ago, with a Maintenance contract.***** is a "level 1 tech and not even authorized or trained to do this repair" per the office when we called to complain about the rate. ***** said he hasn't installed thermostats before. He couldn't even program the 2nd one correctly with the times we gave him to run to schedule. We had to fix it to the correct times, vs calling for a 3rd time!We have talked to the Manager today 4/13/23. This charge (we have confirmed) is not for the part, just for labor. It's outrageous. Manager said they are "losing money on these trips"....seems like we are paying for them! The rep was also unprofessional, answering his cell phone several times whilst "working" to talk to his son. No emergency.Now we hear that they are no longer servicing our area, but we are still under contract which is why they came out. We also want the rest of our maintenance contract $'s back, we feel we have been treated very badly and no longer want this company to service our equipment.

  

  Business Response

  Date: 04/14/2023

  we have refunded the homeowner all of the $225.90. 

  Customer Answer

  Date: 04/24/2023

  1) The owner of the ** and I did speak on the phone.  He offered us a refund of the charge.

  2) He also offered ** the remainder of the Maintenance Contract, which I asked for.  I don't see that on his response.

  

  Business Response

  Date: 04/24/2023

  yes we are refunding the remainder of the alaskan club membership

  Customer Answer

  Date: 04/25/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:03/07/2023

  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.

  This company sold us a heating/cooling unit that is faulty. We've had numerous problems with the unit since it was installed. They keep replacing parts that are still under warranty but we still have to pay $300+ service fee every time they come out to fix the faulty unit that they sold us.

  

  Business Response

  Date: 03/07/2023

  we are reaching out to homeowner today to discuss and see what can be done.

• Initial Complaint

  Date:08/25/2022

  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.

  A/C was installed 7/21 and 7/22. I financed a 22K loan for a top of the line a/c/heat pump unit with 10 yr transferable warranty and service plan for a **** sq ft home @ **** ************** in ******. 07/25/2022 it rained. Water came pouring through the a/c return in the house. On 07/26/2022 Alaskan a/c determined the a/c pan was cracked thus the reason for the leak (?). 07/27/2022 a repair man came out to "fix " the leak. 07/29/2022 it rained at the property again, and again the return started leaking. The excuse they gave is the "sealant doesn't like humidity."8/01/2022 and 08/02/2022 someone came out to reseal the return ductwork.08/24/2022 With heavy rain, water is again pouring from the return. The property has water damage to the drywall and the flooring. I find it unacceptable for the amount I paid for a new system for it to be leaking and damaging the property. I don't want to file with my insurance because this company should be responsible for corrective action!

  

  Business Response

  Date: 08/25/2022

  we are going out to jobsite and will get this corrected asap