Complaints

This profile includes complaints for Air Pros LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Air Pros LLC

  2801 Evans St Hollywood, FL 33020-1119

  
• 

  Air Pros West, LLC

  17161 Alico Center Rd Fort Myers, FL 33967-6070

  
• 

  Air Pros LLC

  7355 SW 38th St Suite 104 #105 Ocala, FL 34474-6492

  
• 

  Air Pros, LLC

  1501 Hobbs St Tampa, FL 33619-0971

  
• 

  Drain Genie

  750 S. Orange Blossom Trail, Ste. 141 Orlando, FL 32805

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:06/17/2025

  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.

  On 5/16/25, I called to schedule a maintenance appointment and was recommended (and purchased) a comprehensive care plan for $199. The plan was to include 2 maintenance visits within a year that it was active, as well as discounted services for any other needed appointments. I scheduled my first maintenance appointment for 5/29/25. On 5/28 at 2 PM, I received a call from the company telling me their technician had called out for the following day and asking to reschedule. While this was an inconvenience (I had set aside the following morning to wait for them), I understood that things happen and rescheduled for 10AM-12PM the following week (6/5). On 6/5 at 11:30 AM I had not heard from the company so called to find out if they still planned on coming. I was told that they would look into it and reach back out. At 12:30 PM I STILL had not heard back nor had a technician arrived, so I called again and was told they were unable to make it, and asked to reschedule. I rescheduled to 10AM-12PM 6/12. That morning at 10:15 I received a call saying they needed to push me back in the day, and asking if they could move my appointment to later in the afternoon (12-4PM). At 2 PM they called and said they wouldn't make it out. I have now dedicated 3 of my precious days off from my work (I get 1 day off a week which I have told them repeatedly) to appointments that they do not fulfill. Since then I have called 3 times (2 PM 6/12, 4:15 PM 6/12, and 1:30PM 6/16) asking to speak to management and asking for a refund for the plan I have been sold and that they have breached contract of repeatedly. I have been told repeatedly that I will hear back, and as of now (5:30PM 6/17) have yet to hear from anyone. When I call I am told they (who answer the phone) are a call center and are only able to put the request through, they cannot help me beyond that.

  

  Business Response

  Date: 06/18/2025

  Hi ******, We apologize for the communication with our office. You are valued customer , but unfortunately during the summer months we are faced with many customers with no air wo require immediate attention. I would be more than happy to issue you a refund for your membership and offer you a comp one for the trouble. Please contact me at ********************************** for further assistance.

• Initial Complaint

  Date:06/13/2025

  Type:Delivery 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.

  Appointments made weeks in advance and confirmed the day before are not honored. No notifications are given. Most companies these days notify customers of upcoming appointments. Not these guys. ***** this company.

  

  Business Response

  Date: 06/13/2025

  Hi *****, We apologize for the inconvenience of needing to reschedule your maintenance appointment . Summer is our busy season and our dispatch was rescheduling your maintenance due to an influx of units not cooling . I completely understand its frustrating and your business is important to us. If you do want to reach out please contact me at **********************************

  Customer Answer

  Date: 06/14/2025

   
  Complaint: 23464786
  
  I am rejecting this response because: the business had ample time to notify me in advalnce, at least one day, when I called to confirm my appointment. I waited needlessly for four hours at my home.  No attempt was made at any time to notify me incluiding the day of service.  Unacceptable disregard for the customer.

  
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 06/14/2025

  Hi ***** , I do see attempts to contact you on our crm system. Again, I understand your frustration and if you want to further the discussion please email me. A reschedule complaint generally doesnt fall in the realm of a bbb complaint. 

  Customer Answer

  Date: 06/15/2025

   
  Complaint: 23464786
  
  I am rejecting this response because: AirPros had only one way to contact me ,which I verified with them the day before, and that is my cell phone.  I received no texts or phone calls before,during or at the end of the scheduled service period.  Stating that their records show otherwise is false and I believe a misrepresentation of the truth.  
  I have no interest in scheduling any further service with this company.  I would like to be compensated for wasting my time.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:05/12/2025

  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.

  On Feb. 18, 2025 I called Air Pros at ************. Their web site says you can join their *************** and have them service your AC/Heating system twice per year for $199.00. That is the service I signed up for. I gave them a debit card number and they charged $199.00 to the card. Last week I called to schedule Air Pros and requested that they send a service person to check up my air conditioning system as we start into summer. They said a service person would come out the next day. No service person showed up. I called again the next day and the person I spoke to said sorry about that they were bus, but someone would come out that afternoon. Again, no one showed up and got no phone call. The same routine happened every day for the rest of the week.

  

  Business Response

  Date: 05/13/2025

  Hi ******, I am going to look into this now and contact you with a resolution . I sincerely apologize if our local office failed to communicate with you properly .

• Initial Complaint

  Date:05/02/2025

  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.

  Beginning in April 10th. Air Pros charged me over 800 dollars to do repair my unit and everything they attempted did not work. 2 Technicians came out. 1 was training the other. They installed a hardstart kit on the outdoor unit. They say they cleaned the drain line because it was clogged. I dont believe them because they took pictures of everything else they touched except for anything they removed from the drain line. They added more freon but they were here in January to recharge freon. The problem continued after the technician left. he stated that the issue must be a bad thermostat. I went to ***** to buy a new one and installed it myself. The issue continued.April 11th technician came back to reinstall thermostat just in case I did it wrong. The problem persisted. The technician stated that I need a whole new unit and it would be around 10k At this point I reached out to two other companies and explained the issue being experienced the exact same way I described to their 2 technicians. One of these technicians from other company proposed that the issue might be the blower motor. I asked airpros what they would charge for a blower motor, their price was over 3 times what second company offered. I went with second company as I no longer had any trust or confidence that AirPros wanted to fix my problem.. they simply wanted to dance around it until I gave in and purchased a new unit. I have made multiple attempts to get at least a partial refund but they gave me the run around then eventually refused to do so.

  

  Business Response

  Date: 05/02/2025

  Hi *******, We are unable to offer you a refund based on the job completed was agreed upon and signed off by your on the invoice. We also were not given the opportunity to resolve any issues you had prior to calling another A/C company. You did not contact the company at any time to expressed the issues you were having, but the technician directly. If we had been notified and given the opportunity to address your concerns we would of resolved them. Also, We cannot be responsible for what another A/C companies informs you of or charges you for. We will not be issuing a refund for our completed services .

  Customer Answer

  Date: 05/17/2025

   
  Complaint: 23276765
  
  I am rejecting this response because:

  2 technicians misdiagnosed the problem multiple times.  The services provided were not needed and did not fix the root cause of the issue. The last thing one of the technicians recommended was a new thermostat which I purchased.  After installing myself and then letting the technician reinstall the following day.

  The issue still remained unfixed. I realized that I could no longer trust his judgement or integrity.  You are responsible for your technician selling services the customer does not need or that dont fix the problem.  You performed actions my system did not need under the lie that it would resolve my problem.

  In short I paid to get my AC fixed.  You took my money but did not fix my AC unit.  

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

  

  Business Response

  Date: 05/21/2025

  *******, We will not be issuing any type of refund to you. You chose to communicate directly with a technician rather than call the office for us to have the opportunity to address and concerns you may have had. Also, you chose to then go to another A/C company for additional repairs to be made .We cannot be liable for anything another company suggests or repairs. Furthermore, As I previously stated you did not allow the management at  Air Pros the opportunity to address your concerns, no refund will be issued.

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23276765
  
  I am rejecting this response because: Ultimately I paid alot of money for your company to provide a solution and your company didn't address it. Not the first time your technician came out and not the second time. You provided other solutions that didnt do anything. I believe that this was done in order for your technician and your company to have me purchase a new unit rather than attempt to repair my existing unit. I'm sure there is a commission incentive for this behavior.  It boils down to.  I didnt get what I paid for and Im under no requirement to let you get it right when I gave your company two opportunities to make it right.  When someone pays for something and doesnt recieve it.  Thats called theft.  ************* the actions you peformed did not fix my issue.  the only solution is to refund.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 05/27/2025

  The technician he was text was an Air Pros employee but was having private text conversations off the clock with this customer . The customer also spoke to another company and had them come out to replace additional parts which we were also not made aware of. Having another company out prior to allowing us to address any issues immediately voids any warranty or responsibilities from our company.

  

  Business Response

  Date: 05/27/2025

  The technician he was text was an Air Pros employee but was having private text conversations off the clock with this customer . The customer also spoke to another company and had them come out to replace additional parts which we were also not made aware of. Having another company out prior to allowing us to address any issues immediately voids any warranty or responsibilities from our company.

  

  Business Response

  Date: 05/27/2025

  The technician he was text was an Air Pros employee but was having private text conversations off the clock with this customer . The customer also spoke to another company and had them come out to replace additional parts which we were also not made aware of. Having another company out prior to allowing us to address any issues immediately voids any warranty or responsibilities from our company.

  

  Business Response

  Date: 05/27/2025

  The technician he was text was an Air Pros employee but was having private text conversations off the clock with this customer . The customer also spoke to another company and had them come out to replace additional parts which we were also not made aware of. Having another company out prior to allowing us to address any issues immediately voids any warranty or responsibilities from our company.

• Initial Complaint

  Date:04/29/2025

  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 leak from a Pcv pipe with their AC unit. They came out three weeks prior for maintance and sited no issues. On April 23rd I notice water noise coming from my floor boards and noticed a leak coming from unit. I called them up and ask for appointment for 04/25 to repair. I got appt for 1-3pm. They never showed up. After many attempts to get an appointment they showed up Monday at 2pm to repair. The tech stated is was a clogged PCv and he had to flush the line. This is a reoccurring thing. I asked is it something I can do about this he stated just flush the line with vinegar once I a while. I told him I do because the other techs stated the same thing. I ask the tech if this my fault he stated no and that he acknowledges the leak. The leak got under my floor boards and now I am sitting with a bunch of water trapped and in ******* it will turn to mold fast causing health issues. I ask the general ****** ****** what could he do and he stated his hands are tied because of another legal matter. I have no money to repair my floor. They have insurance as a company why can't they make this right.

  

  Business Response

  Date: 04/30/2025

  Good morning, Your A/C unit was installed in 2022 attaching to the existing drain line.  *********** would not be responsible for reoccurring issues you are having with your drain line. Unfortunately we are unable to compensate you for the damages caused to your floor due to your existing drainline.

  Customer Answer

  Date: 04/30/2025

  Hello the leak is not coming from my existing drain line but the pipes attached to the unit itself. The tech ** ******* is aware of it the leaks and I asked for that to be repair. The leaking from these items caused damage to my floor. I tried to get appointment for further review and was hit with a no service retaliation because of reporting this issue. I want to have a tech come out and repair the leaks and to address how we can remedy my floors being damaged. No one has called me about this matter and are hiding behind the answering services and passing messages through them. If I was called I would have informed you of were the leaks are coming from. 

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23263479
  
  I am rejecting this response because: the leaks are not coming the drain pipe it is coming from the unit itself in multiple areas. The leaks caused the water to seep under the floor and has nothing to do with anything in 2022. I have been reaching out to provide more info and the leaks and to resolve these issues and was meet with a no service advisement but answering service workers. No one has reached out and made any efforts in trying to remedy this situation. My floors are damaged my ac unit is leaking and you want me just to shrug my shoulders along with you guys and say oh well. That is not ethical business practices nor acceptable behavior to refuse service as a retaliation for a complaint. I paid money to you for services. You took 3000 from me for issues in connection with this unit another 6500 for issues related to the proper usage of the ** and just come out a month ago and had an inspection and nothing was wrong. This was a sudden thing that occurred and has nothing to do with 2022. I need this to be handled professionally and not to hid and not take accountability for a garbage unit and service. I was my floors and unit to be fixed and working properly respectively. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 04/30/2025

  Hello *******,
  Thank you for reaching out. After reviewing the photos you provided, it appears that the water leak is originating from the drain pan or drain line. As a general rule, A/C units do not leak water unless there is an issue with the drain lineeither due to a blockage or a maintenance-related issue causing a backup that leads to leakage.
  The work completed in 2024, totaling $3,077.85, involved sealing your duct joints with mastic in the attic. This scope of work did not involve the drain line, and as such, is unrelated to the current issue. Additionally, based on our review, this leak is not connected to the unit we installed in 2022. If it were, we would absolutely take responsibility and assist in resolving it.
  I understand this may not be the response you were hoping for, and I truly sympathize with the inconvenience this has caused. However, based on the available information, we are not liable for the resulting floor damage.

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23263479
  
  I am rejecting this response because: as I stated the pics I took I believed to be where the leak is coming from however after further review it is coming from a ****** line that is coming out of the ** unit and dripping on to the Pcv pipes onto the floor. Again I asked that some one come out to be qualify this notion. However, you have stopped all services to this home address and are in breach of contract based off of my warranty. I also just had maintenance done less this a month ago. This was no issue then. I also would stated that if the drains lines were an issue before the new unit was installed why was this not mentioned or new lines installed along with the new unit. I know this is not what you want to hear but this company has no integrity or business class to remedy a situation that can be remedied. My floors are damaged my ac unit is leaking. I ask again for a tech to come out and check the reasoning why. I also am requesting all documentation from my home address be emailed to me as I have never been giving any documentation or signed anything for all the work completed at my home but the air duct work that is paid through a third party vendor and I had to get that through them. I want my floors repaired and my ac unit running properly. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 05/01/2025

  We are not responsible for an existing drain line leak that damaged your floors. We will not be providing any type of compensation towards flooring repair. 

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23263479
  
  I am rejecting this response because: the leak is coming from the part of the Pcv pipe your company installed. It is your responsibility to take care of this issue. The line is not clogged and yet it is still leaking at the seam of the Pcv pipe that you did install with the overflow valve. Again this is something you do not want a tech to come and look at because you don't want to be responsible but you are. You guys attached a Pcv pipe to my existing drain line the pipe you installed is faulty and leaking.
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 05/02/2025

  This is the pipe I was referring do that is leaking that leaked on my floor. They sawed to hard and it has pin holes in it so when they are flushing the clogged pipe to clean for maintenance water comes out. 

  

  Business Response

  Date: 05/05/2025

  Good morning ******* , *********** did not install the pvc, we connect to existing drain lines when we installed your unit. We can send someone out to you but it would not be at not cost.

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23263479
  
  I am rejecting this response because: Once again it is the connecting pipe to the drain line that was leaking. You installed that Pcv pipe when you added in a new overflow valve for a ta job completed along with a new thermostat. The pipe that has damage is the pipe your company put in. Not the drain line pipe that is going outside. The connecting piece is the pipe your company hooked to. It leaked through the pipe as shown in the picture. You guys did install it. I have home security footage of the work you guys have done. So let me say again, the connecting pipe that you put on to my existing drain line is the pipe that was leaking. When connected to my "existing" drain line to fit or whatever was sawed on too hard puncturing the pipe. When they came to clean the clogged drain lines they pour excess water down the connecting pipes to my "existing" drain line. When they did that using a hose it leak heavily through the connecting pipes onto my floor. There is no one to shift the blame here to. The leak came from the connecting pipes that your company provided. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 05/06/2025

  We did not install your PVC , we connected to the existing drain line and we do not saw into anything when we are doing a drain line flush. We are not responsible for the holes in your PVC which has now been explained to you several times. 

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23263479
  
  I am rejecting this response because: It was stated by your company via email that it is standard procedure for any ac company to install Pcv piping when putting in a new unit. Then in another email your company states you never put in any new Pcv pipes. Yet there is a ***** difference between my old existing drain line pipe that has signs of being older and the Pcv pipe that is attached to a airflow system that your company put in. Your company wants to make me believe that not only did you not install any new Pcv piping when you put in the system but you also did not install or attach the airflow system to the existing Pcv pipes either. That the saw to the hose was always and forever there from some random company 4 years ago. Your company has done multiple and I mean multiple jobs in regards to my AC unit and your saying not ever did you attach or install Pcv piping to my new unit? Also, the leaking not only occurred through the Pcv piping after two different tech from your company came into my home with a water hose and filled the drain line with water that shot all over  my floor but then left with a known leaking Pcv pipe to further leak on my floor. It is clear why your company went bankrupt why your company has many many scam and negligence claims. Your company is unethical and the refusal to accept responsibility for  your  work is  acceptable. Lying when there is proof is just outright disgusting. 
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 05/06/2025

  I would like to add as well. If my warranty and my agreement with the general manager ****** is voided I am requesting my money be returned to me. I have 5 year warranty with regards to the operational function and maintenance of the ** unit along with a standing agreement with the general manager that I was not having to pay for any reoccurring issues that has arose many many times. I have the text of the agreement and I again am formally requesting any and all documentation of all services rendered at my residential location. I am have been refused service because I reported this terrible company. 

• Initial Complaint

  Date:04/14/2025

  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 air pro Llc replace my ac unit in 2023 and from day one it has been a problem. The new unit runs continuously racking up a hefty power bill. I have been working with the company for the last year and a half with what they thought the issues were but its still not fixed. The 3 technicians that came out have said there is a major issue but they cant figure it out. When I ask to speak to managers I dont get any response from the company. I have called every day for the last week and leave messages for the managers to call me back so we can resolve this. Still to this day the receptionist tells me that all they can do is email the managers and its up to them to make a call back to me which they are not. I paid $18000 to have a new system installed with new ductwork and the system is costing me 3x what my old one did on my energy bill

  

  Business Response

  Date: 04/15/2025

  Hello ***********, I spoke with the ** and he stated that the unit is running up to specs. He informed me that you would like the humidity at a specific percentage while also having windows open in your home. Unfortunately if that is the case the unit would never reach the desired humidity, especially with the Florida climate. If you could kindly send over your electric bills 3 months prior to install and 3 months after I would be more than happy to assist , ***********************************************

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23202101
  
  I am rejecting this response because: 

  we never have our windows open and the humidity has nothing to do with this. The humidity in the house stays around 48 percent 
  there is an issue with the air flow as that has been then complaint and has been confirmed by multiple technicians that have been to the house. The last technician that was out at my residence confirmed with me multiple time that there is something wrong but he could not figure it out. 
  since the install the only thing that has been done I a air return was added and the ductwork had to be rehung correctly as it was kinked and just laying on the ground. I have asked for a manger serval time to come check this system out for themselves and yet have never been granted that courtesy. Since the install I have done all recommended things like window tinting, changing out the thermostat, running higher temperature in the house then I did before and it still does not help. Last night it was 75 outside and the ac couldnt satisfy the 73 request from the thermostat. As you can see from the picture provided in the afternoon the system is not capable of satisfying the cooling call 
  
  Sincerely,
  
  *********** ******-*****

  

  Business Response

  Date: 04/15/2025

  A member of management will reach out to you shortly. Please email me the electric bills when you have time .

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23202101
  
  I am rejecting this response because: its has been 48 hours since you said that management would be reaching out and yet they still have not.  I do not feel it is necessary to dig up old electric bill to show you. The graph I sent in is real time how the unit is not satisfying the call for cooling and it is not an unreasonable request for a good working system to be able to handle. 
  
  Sincerely,
  
  *********** ******-*****

  

  Business Response

  Date: 04/22/2025

  Its standard for us to request power bills before and after to validate your claim. If you are unable to provide those I would be unable to escalate this .

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23202101
  
  I am rejecting this response because:
  I contacted my power company and they said due to how long ago those records are they are not able to provide them as they only keep records for 12 months. Ive tried several different methods of retrieving this and it just simply cant be done.

  My complaint it that the system is not cooling the house. Further note you stated a manager would be contacting and they still have not.  Ive attached another screenshot from ecobee that shows you that the system can not satisfy the call cooling. Mind you this day no one was home and the house was closed up. 

  As I have stated from the very beginning I believe the issue is the ductwork that was installed. The last technician said that air pros should have up sized all of the ductwork including the return for the size unit that was installed. 
  

  i strongly believe this is just another stall tactic from your company as that seems to be what they have done for the last year and a half

   

  
  Sincerely,
  
  *********** ******-*****

  

  Business Response

  Date: 04/24/2025

  Without documentation from the electric company we cannot address the claims that your power bill was effected by our install. It's not a stall tactic, It's standard a  business would ask for some form of documentation to verify your claim. Unfortunately we cannot go solely off your word .

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23202101
  
  I am rejecting this response because: if that was true then why is it that I am just now hearing about this policy.  Ive had the same complaint for a year and half and no one has requested my power bills. Your company has sent out many technicians that all agree that there is something wrong with the system. 
  I dont understand how Im being treated this way now that I got the BBB involved only after trying to work with the company for so long. 
  Ive asked several times for a manager to come look at these issues themselves and I have not even been given that. The ** of the Ocala branch even went as far as to tell the last technician to lie to me and say that he is no longer working for the company. 
  I am still requesting that a manager come to look at the system and check it out for themselves. 
  
  Sincerely,
  
  *********** ******-*****

  

  Business Response

  Date: 04/24/2025

  Tell us why here...A technician was at his home on April 8th 2025.  I'd like to also make note that this unit and duct work were installed August 1st, 2023. The customer stated he had issues with higher electric bills shortly after install but is just now bringing this to our attention years later. 

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23202101
  
  I am rejecting this response because: that is another false statement. The week after the unit was installed I had started complaining about the same issue. The issue has never been resolved nor has a manager ever came to my house to see what was going on. Most of the time when the performed changes I was instructed to give it time and see if it helped. During the cold season we couldnt really tell if there was a difference therefore prolonging this project. I have been nothing but understanding with youre company and have given you more time and chances then I should have. There has only been 2 changes to the ductwork in all these visits and my request have been ignored by the managers. 
  I only brought this to the BBB when I was lied to then ignored by the company

   

  All I want is my unit to work correctly 
  
  Sincerely,
  
  *********** ******-*****

  

  Business Response

  Date: 04/24/2025

  Please provide documentation of this.

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23202101
  
  I am rejecting this response because:

  what documents are you referring to? As I explained before my power company stated that getting the requested bill is not possible at this time. Had they been requested at the time of the initial complaint or within a year of the first complaint then it would have been provided. Since your company has waited a year and a half and now says its company policy is not my fault. If it was company policy why was it not requested in the first place. 
  
  
  Sincerely,
  
  *********** ******-*****

• Initial Complaint

  Date:04/02/2025

  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.

  Date: 02/26/2025 Amount Paid: $18K Committed to Provide: As advertised by the company, "100% Customer Satisfaction is what we strive for!"Nature of Dispute: Company's Tech damaged customer's property and company sold to customer damaged ************* manager adamantly told customer, "That damaged to property and damage goods will not be replaced."NOTE: Company took, and has in possession, pictures of damaged component inside unit and therefore customer is unable to share pictures.

  

  Business Response

  Date: 04/03/2025

  Hi *******, Your unit was installed in 2023 and it was a brand new unit from the manufacture. We did not sell you any damaged or used units or ductwork. I am unclear the nature of your complaint based on how it was expressed. I see we performed a preventative maintenance on 2/26/25 and the tech informed you there was an issue with your two year old coil that needed to be addressed. I also see two appointments after with the techs coming out to address the concerns that you've had. There is no indication on your account or any of our recorded calls where a member of management is admitting we damaged your unit or that we refused to assist you. Please contact me at ********************************************** for further assistance.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23150269
  
  

  From: ******* ****** <************************************>
  Date: Thu, Apr 17, 2025 at 12:58 PM
  Subject: Re: Air Pros response
  To: **** *. <******************************************************************>
  

  
  
  

  Hello Ms. *****************

  
  

  To give you better insight about the truth behind the multiple problems I am having with Air Pros / Jack *************

  
  

  1. The tech that came out on 02/26/25 to perform the preventative maintenance informed me, by taking and showing me pictures, that because of the damage sustained to the condenser coil, it will affect the overall performance and energy efficiency of the **** system, part of which is happing as we speak. (NOTE: In one of the attachments, you will find the "cause and effect" from a damaged condenser coil.) Before leaving my residence, I asked the tech to provide me copies of the service invoice and the pictures that he took showing the damaged coil. Roughly three weeks later, I contacted the tech, for the second time, to ask for copies of invoice and pictures. "NO" response. 
  2. Air Pros / **** ****** sent out a tech to my residence's on 03/25/25 to investigate the problems with damaged parts to my unit. Again, the tech took pictures of both the unit's top lid and the condenser coil. The tech then told me that he will call both his supervisor and manager and have me to speak with him. The tech sent the pictures of the damaged components to his manager before I spoke with both representatives. From that conversation, I asked the manager what will be the resolution to the identified damaged components. The reply back from the manager was, I will replace the lid, and it's going to take months in doing so, but I am "not" going to replace the condenser coil. I then told the manager that there's no more ************ about these issues and gave the phone back to the tech. (NOTE: In one of the attachments labeled "Installation Instruction Manual" you will find that it states, "Installer is to inspect unit prior to install.") As you mentioned, this is a brand-new unit and no one is to purchase a new unit with damaged goods.
  3. The purchase invoice/contract for "****** Whole Home System Replacement" states that permits are required and purchased by homeowner. Air Pros / Jack ****** "never" purchased permits, yet charged the homeowner for cost. NOTE: See attachment.
  4. UPDATE: On 04/09/52, with no announcement to homeowner that a tech is enroute to replace unit lid, Air Pros / Jack ****** called to inform me that they are enroute to my house. Unit's lid has been re[placed. 
     
     
  5. My request: Is that the condenser coil be replaced with a new, undamaged coil, in order to render the unit w/o damaged goods.
     
     
     V/r
     Mr. ******, ******* *.
     
     
     
     
     

  

  Business Response

  Date: 04/18/2025

  Good morning, The production manager has confirmed that on 4/9/25 nothing is wrong with and no damage to  your coil other than a few fins being moved  . Also, We do always obtain permitting , I will have the permitting department reach out for confirmation.

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23150269
  
  

  Good Morning,

   

  The production manager is wrong and not forthcoming with the truth. There are extensive damaged fins in several different locations within the condenser coil. The truth of the matter is that Air Pros will not replace the damage condenser coil and that Air Pros inspected or failed to inspect the unit prior to installation, which specifically states their responsibility in doing so in the installation instruction manual, resulted in selling a air-conditioning unit with damage condenser coil to the customer. ******************** did not obtain a permit and charge me for it. Therefore, no inspection was conducted. I have provided the proof as an attachment to this complaint. No matter what department you contact that pertains to a permit, there was no permit obtained. I cannot continue going back-and-forth about the things that Air Pros have done wrong to me. As of today, I challenge Air Pros to show to the American people that there are few fins moved on the condenser coil and that a permit was obtained. Until then, anyone reading this complaint should not trust this company.I am done dealing with this company.  

  
  

  V/r

  Mr. ******, ******* *.

  

  Business Response

  Date: 05/01/2025

  Our production manager is correct and unfortunately there is nothing further we can assist with. 

• Initial Complaint

  Date:02/06/2025

  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 feel that I was over charge for AC UV lamp transformer that was replaced and installed on Feb 3rd. The total for the installation was $963. The transformer replacement was $637 and a pice the wire approximately 6 cost $326. I look up the transformer on ****** and the cost $18. I feel that they over charge me for the job after I received and reviewed the invoiced the next day when the the job was completed

  

  Business Response

  Date: 02/06/2025

  ***********, our company is a set price company per repair, part or product. We present the options and pricing  prior to any work being done which you signed off and agreed to. Unfortunately, it  looking up products on ****** is ineffective because they are not the same product that we obtain ,They do not provide installation ,warranty or licensed technician. 

  Customer Answer

  Date: 02/07/2025

  In respect to Air Pros response, I found to be unacceptable response. This is my reason. The technician that can and check the ** the issue with the ** lamp not turning found that the problem was a burn wire. I ask him if the unit was still under warranty. The technician told me no. I told him that Air Pros were the original installers of the handler and the ** lamp, and the unit still had a few months left under warranty. He explained to me that this particular issue was not under warranty. i ask him much it was going to cost, and he told me $1,162.00. I told him that was too much money. After that he proposed that I get an AIR Pro excellence club membership prepaid 1-year annual membership to get a discount. I did agree and the total he gave me verbally was reduced to $969.40. I was assuming based on what he was telling me was a big job. He went out to his truck and wrote up the job and told me that a repair man will come the next day to do the repair without him showing me any paperwork. The next day the repair man arrived in the morning to do the repair. I was watching the repairman, and it took him no more than 10 to 15 minutes to complete the work. I felt in that particular moment that job was not as complicated as I assumed it would have been and the job price the seemed too high for a transformer and a piece of wire. The repairman told me to sign his iPad the completion of the job in which it was satisfactory. Never seem an invoiced until I ask the repairman to email a copy of the invoice. When I saw the invoice, I was shocked. The transformer the TP-40VA was $637.00 and the wire $326.00. If I have known all this would have gotten myself another quote from another company. The technician was not transparent with his information, and I feel I got rip-off.

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22906830

  
  
  In respect to Air Pros response, I found to be unacceptable response. This is my reason. The technician that can and check the ** the issue with the ** lamp not turning found that the problem was a burn wire. I ask him if the unit was still under warranty. The technician told me no. I told him that Air Pros were the original installers of the handler and the ** lamp, and the unit still had a few months left under warranty. He explained to me that this particular issue was not under warranty. i ask him much it was going to cost, and he told me $1,162.00. I told him that was too much money. After that he proposed that I get an AIR Pro excellence club membership prepaid 1-year annual membership to get a discount. I did agree and the total he gave me verbally was reduced to $969.40. I was assuming based on what he was telling me was a big job. He went out to his truck and wrote up the job and told me that a repair man will come the next day to do the repair without him showing me any paperwork. The next day the repair man arrived in the morning to do the repair. I was watching the repairman, and it took him no more than 10 to 15 minutes to complete the work. I felt in that particular moment that job was not as complicated as I assumed it would have been and the job price the seemed too high for a transformer and a piece of wire. The repairman told me to sign his iPad the completion of the job in which it was satisfactory. Never seem an invoiced until I ask the repairman to email a copy of the invoice. When I saw the invoice, I was shocked. The transformer the TP-40VA was $637.00 and the wire $326.00. If I have known all this would have gotten myself another quote from another company. The technician was not transparent with his information, and I feel I got rip-off.

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

  

  Business Response

  Date: 02/11/2025

  Hi ****, We present an estimate prior which is signed by the customer before we commence any work. Attached is the signed estimate from the first ********** which shows the work in detail as well as your signature to commence work. I apologize, but we will not be refunding any portion of the job. We did present the estimate, it was signed and we collected a check same day from you for the amount of the job. Our tech walked you through your options and this work was agreed upon with our pricing presented. 

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22906830
  
  I am rejecting this response because: First, I did not see an invoice on the same day or prior to the work on the ***air. All that was said was agree on a verbal agreement assuming that it was going to be a big job. Second, the part TP-40VA the transformer like Air Pros specified that they have a better warranty, better quality and etc so what happen to my warranty. On my handler Model # *********, Serial # ********** installed on March 11, 2020, product registration expires on 3/16/2030 and the ** lamp was also installed the same day by Air Pros. Third, the ***airment arrived the next day and immediately started the ***air and completed the ***air in approximately 10 minutes. Again, everything was verbal no paperwork on the breakdown of the job. There was no transparency on this job. The *** was a good salesman. Forth, in the completion of the job and signing of the job than I was exposed to what the job consists of, and I was shocked on the cost of the transformer and the wire after I signed the completion of the job and an email to send to me the same day. I looked up the transformer online and it was $18 dollars with one (1) warranty. I am sure that Air Pros has a better warranty. The Air Pros should be be more transparent with the customer before making a sale. ******************** should be liable for not being more transparent. I could have tried to get more quotes.

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

   

• Initial Complaint

  Date:01/27/2025

  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.

  In 2022 I contracted with Personalized ** to install a new ** unit. The permit was pulled 12/15/2022. ******* took over Personalized **. The unit was installed and paid for. The permits was abandoned.I had a contract to sell my house on October 11, 2024, this was to avoid the yearly country club dues, of $13,461.50 due November 1. At closing, it was discovered that the ** unit had not been inspected at completion of installation and the permit had been abandoned. Air pro was immediately notified and did not finalized the work until 11/6/24 causing me to pay the country club dues, which I would not have had to pay if ****** had done the work I paid for in 2022, and should have been completed in 2022.

  

  Business Response

  Date: 02/27/2025

  We are ************** and Air Conditioning

  This is NOT our company

  Please Advise

  

  Business Response

  Date: 02/27/2025

  We are ************** and Air Conditioning

  This is NOT our company

  Please Advise

  

  Business Response

  Date: 03/26/2025

  Thank you for reaching out regarding your concerns about the permit and associated costs. While we understand the frustration this situation has caused, ******* is not responsible for the closing costs or the country club dues incurred. At the time of acquisition, ******* was not provided with any open or pending permits related to your installation. Once we were made aware of the issue, we promptly took action to finalize the permit process, completing the necessary work on 11/6/24. While we regret any inconvenience this may have caused, we are unable to take responsibility for closing costs. 

• Initial Complaint

  Date:01/17/2025

  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.

  On September 28, 2024 my air conditioner was not working properly. Thermostat was set on 74 and read 83. Too warm in the house. *******'s technician team came to my house and looked at the air conditioner and found that I needed another one. I had a hard time getting a loan but finally did at a extremely high interest rate. But I needed ac in *******. One month later the same issue occurred. I called Air Pro's back again and they told me I needed my duck work replaced for *********. I don't have *********. The guy came back again the same afternoon to see if I could get a loan for *********. I couldn't.I am so upset about this!! I believe my air conditioner unit was fine all along and what I really needed was my duck work fixed. This is not good business ship. It seems they are out for money on selling things people don't need then go back and sell customer what they really need.

  

  Business Response

  Date: 01/21/2025

  Good Morning, The initial visit in September of 2024 our tech found your  package unit with a condemned compressor. You were provided with options to replace the compressor  in warranty as well the entire unit.  A compressor is a major component of a unit and can be a costly repair so we offer the cost of repair and we offer a total system replacement. At the time of that appointment the compressor on your unit was down and that replacement was valid. We are not able to refund you the cost of the replacement because our findings were valid and your unit was in fact condemned.  At that time the tech did also offer an aeroseal on your duct system indicating we did discuss issues with your duct system prior. We did not do anything misleading or out of proper business practices. 

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22821496
  
  I am rejecting this response because:

  One month later I had the same issue that I called them about that was not working. The temperature in house was set on 74 and thermostat read 81. If it was the compressor and that was replaced obviously it didnt work. I called them to come back again and technician stated I needed the ductwork replaced. Which he quoted me additional ********* to fix. 
  This is not appropriate. 
  It seems I needed duck work not compressor. But he sold me a new unit that obviously didnt work. It shouldve worked if that was the problem. Not to come back and sell me something else ********* more to apparently fix the problem. 
  
  Sincerely,
  
  ********* ****

  

  Business Response

  Date: 01/31/2025

  I have provided the information on the last message which provided the proof that your compressor was condemned and needed to be replaced . We explained to you then you had duct work issues and provided options for that as well which you denied. We will not be issuing a refund for the unit.