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:03/08/2025

  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.

  I had a new complete air conditioning unit installed in my house in May 2024. Upon completion in July 2024, a building inspector from the *************** found that the job was done incorrectly and did not pass inspection. Now the a/c company wants me to pay $1,700.00 to move the inside unit to another location in the same room. I'm already paying over $10,00.00 for this installation. They also want me to move and reconnect my washer and gas dryer. I'm *********************************************************************************************** The a/c company left parts of the unit uncovered and did a terrible, unprofessional finishing job. They ran wires outside of the wall and covered it with something that looks like play dough. I never received anything in writing from the city inspector but I believe that the failing of the inspection had something to do with my gas dryer.

  

  Business Response

  Date: 03/10/2025

  Mr. *****,

  We are sorry to hear that your experience with Air-Ref did not meet your expectations.
  
  To clarify, your AC unit was installed exactly where your old AC was as per our contract. The City of ********* does not allow this with your gas drier that we were not made aware of. The City identified the concern and required one to be relocated. Unfortunately, we provided an estimate for the necessary requirements if you chose to move the *** which was declined.
  
  We understand your frustration and take these matters seriously. Our goal is always to ensure the safety and comfort of our customers, and we remain committed to addressing any concerns when given the opportunity. If you'd like to revisit this matter, please don't hesitate to reach out.
  
  Sincerely,
  The Air-Ref Team

  
  

  Customer Answer

  Date: 03/14/2025

  They should have known that I had a gas dryer which I've had since before the old a/c system was installed. I am not paying for them to correct  their mistake.

  Customer Answer

  Date: 03/14/2025

  The a/c ***airman who took care of my a/c for about ten years told me that he would ***lace it for about 5 or $6,000.00 .Unfortunately he passed away before he could do it. That's almost half what Air-Ref charged and they still want more money. I have photos of the awful cosmetic job they did but I don't know how to sent to you. The Air-Ref *** inspected the area where they would install the new a/c unit a few times and still didn't notice that I had a gas dryer. The ******************** from ***************** that rated Air-Ref as A+, was badly mistaken  and I am making sure that they know about it. They were also wrong about, "Service Experts", the company who installed my old a/c unit as A+. Thank you for your time.

   

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23038945
  
  

  They should have known that I had a gas dryer which I've had since before the old a/c system was installed. I am not paying for them to correct  their mistake.

  The a/c ***airman who took care of my a/c for about ten years told me that he would ***lace it for about 5 or $6,000.00 .Unfortunately he passed away before he could do it. That's almost half what Air-Ref charged and they still want more money. I have photos of the awful cosmetic job they did but I don't know how to sent to you. The Air-Ref *** inspected the area where they would install the new a/c unit a few times and still didn't notice that I had a gas dryer. The ******************** from ***************** that rated Air-Ref as A+, was badly mistaken  and I am making sure that they know about it. They were also wrong about, "Service Experts", the company who installed my old a/c unit as A+. Thank you for your time.

  
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 03/31/2025

  Hello Mr. ******

  We are happy to review anything we left cosmetically unpleasing. We reviewed our photos and I can not find anything that fits the description provided. When your last AC was changed out this was either not code, not permitted or per hasp the inspector missed it. We can not control the inspector, we completed everything in our contract and are still trying to work with the City, we are sorry but we must follow their codes.
  

  
  

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23038945
  
  I am rejecting this response because: I shouldn't have to pay for a mistake that they made. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/04/2025

  Type:Sales and Advertising 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.

  In June 2023 AIR-REF installed 3 new ********** in my house at a cost of $30,000. The installation included two preventative maintenance services for all three units at NO COST, one in December 2023 and another in July 2024. Only a few days after the December 2023 service was performed one of the units failed so I contacted AIR-REF and told them that the maintenance service they had performed was sub-standard since the system already had a failure. Subsequently I received an email from ****** **** in which he stated "AIR-REF has offered a complimentary redo of 3 systems PM that was done on 12/23 to be done in 12/24". Having been ill since November 2024, I was unable to schedule the redo PM until today so I called AIR-REF but they refused to honor the complimentary PM redo as promised. They said the contract had expired in September ************************************************************ December 2024 as offered by ****** ****.

  

  Business Response

  Date: 03/05/2025

  Upon further review of your account, it has come to my attention that the complimentary visit has not been fulfilled. Please contact our office and we would be happy to honor the maintenance visit. We appreciate your understanding in this matter and hope to speak with you soon. Please ask to speak with ****** at x118. Thank you!

  Customer Answer

  Date: 03/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:12/07/2022

  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.

  I have a dispute about an additional charge after an initial repair of my AC blower unit. The business sent out a second/different technician to check why my AC was not working again after paying nearly $900 for a new blower a few weeks prior. The second technician wasn't here very long before deciding to perform a service that wasn't needed. My belief and instincts were immediately, that this company trains their technicians to find "potential" billable issues when having to return to service something they repaired that is not working properly. primarily because the service they deemed "needed for repair" was listed as checked and working properly by the first technician after replacing my blower and stated on the invoice at that time. I immediately called the company asking to speak with someone, while the second AC technician was standing in my kitchen telling me there would be an additional charge of $155 for a service that was not needed and was told that "anything can happen in 5 weeks" as the explanation for this additional service. No one was available at that time, but I was told that someone "Service Manager" would be reaching back out to me within 24 hours. No call came. After ********************************************************************************************************* by the end of the week. That call never came. I then decided to respond to the second billing statement that I received by email to the statement that if I had any questions or concerns, please contact this number, which I did again. I sent an email explaining my concerns for the additional charges and continuous billing without being able to speak with anyone, again, I was told that someone would reach back out. Finally, after 2 months, the "Service Manager" ***** finally reached out. He said he would look into it. Again, waiting beyond the time period he stated he would get back to me, I contacted him again, only for him to tell me there was nothing he could do.

  

  Business Response

  Date: 01/25/2023

  Hello *****,

  We are sorry we could not resolve this concern with you after multiple calls and emails. ******* came out on 7/11/2022 due to your unit not cooling, we diagnosed a failed blower motor, you approved us installing a new one, we did so. Your unit operated and cooled until you called us back on 9/1/2022 (52 days later). We informed you there would be additional charges if the issue was not related to the blower motor which you have a year warranty on with us. At that time you scheduled the service call and agreed. When the Technician arrived the unit was not cooling, after he completed the call the unit was cooling, had great pressure 136/349 and a strong temperature differential (18). We are sorry we were unable to satisfy you, we try to be transparent in our pricing and communicate clearly on our services.
  

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18536108
  
  I am rejecting this response because:  None of the statements and dates are any where near correct or an honest depiction of events.  Simply, the delay in any communication to attempt to resolve this was completely on Air Ref and their representative - Service Manager (*****************).  I reached out immediately/same day as the second service tech was standing in my kitchen - stating that anything can happen in 5 weeks time. I waited the appropriate times given to me by their office staff (****), that a call would be coming to me within 24 hours, then when I waited that period of time and after not hearing anything, after 36 hours, I placed another call and was told that I would hear from the Service Manager (*****************) by the end of the week.  No communication was received from Mr. ***************** until 9/1/2022 and then again, after he stated that he would need to review all information - an email arrived on November 4th.  The fact that they ~ Air Ref are creating a whole new version of events, just proves that they have behaved unprofessionally and unethically.  The Consumer should be made aware of these bad business practices of finding potentially additional services, to cover having to send out a second tech to fix the first problem, because that's exactly what happened in this situation!
  
  Sincerely,
  
  ***********************