Complaints

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

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  Mario's Air Conditioning and Heating, Inc.

  16615 Scheer Blvd Hudson, FL 34667-4237

• 

  Mario's Air Conditioning and Heating, Inc.

  9213 Denton Ave Hudson, FL 34667-4340

• 

  Mario's Air Conditioning and Heating, Inc.

  9312 Denton Ave Hudson, FL 34667

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:06/19/2025

  Type:Product 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.

  We paid Mario's Air Conditioning and Heating $300 for the purchase of a door which they never gave us; despite several texts, emails and phone conversations requesting that we be refunded the $300 we paid them for the door, they refuse to refund us. We are requesting at minimum a refund of the $300 that they stole from us.

  Business Response

  Date: 07/02/2025

  Thank you for bringing this matter to our attention.
  We were in communication with the customer via email; however, unfortunately, their most recent message was filtered into my spam folder and was not seen in a timely manner. Once I discovered the issue, I immediately reached out to the customer and have since resolved the concern directly with them.
  We are moving forward with issuing a refund check for the missed invoice item, and the customer has been informed. We appreciate the opportunity to make this right and remain committed to ensuring our customers are satisfied with our service.

• Initial Complaint

  Date:01/03/2025

  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.

  Ever since I moved to my new construction, I have had issues with the unit these folks installed for me. It has been a problem since literally day #1 (the ** broke down on my moving day).Most recently, the repair professional came to my house for a check up, as I pay this company $30 per month for maintenance fees. He arrived in the midst of my workday (I work from home) and advised that my health is at risk as I do not have an ultraviolet light installed on my unit and that I require cleaning for my unit. He proceeded to inform me that the feea for the light installation and cleaning are $1500. I thought it was expensive but I assumed it was necessary to clean the ducts after he preached me on how I was so much in the wrong for having mold all over (my house is 2 years old). I assumed he was going to start cleaning my ducts, but to my ultimate surprise he calls me over 39 minutes later and proceed to show me how he hosed down (with my water for that matter) a 40 inch paper filter that was in the main unit and out it back. TURNS OUT THIS IS THE CLEANING HE WAS REFERRING TO. I literally paid $1500 (minus the ** light cost - around $159 on amazon) for a 39 minute hosing down job that my 7 year-old would have done for 5 bucks and an ice cream. I cannot help but feel completely mugged. I tried to reason with the business but to no avail. I got the same message for two months. I was very polite. I was constantly told that Is be refunded and they will come and take out the light. I even offered to be fair and pay for the trips and a fews hours labor. Last thing was about a week ago, where they offered a $100 refund, so they continued to lie about coming and uninstalling their work. I am asking for any type of help here. Ive asked to speak to a manager several times but these folks just dont care. Im wondering if this will help them reason.

  Business Response

  Date: 01/06/2025

  We appreciate the opportunity to respond to the complaint filed by *** ****** regarding the service provided on October 18, 2024. Our commitment to customer satisfaction is paramount, and we take all feedback seriously. On 10/18/2024, our technician conducted a maintenance visit at *** ******* residence. During this visit, it was determined that additional cleaning and the installation of a ** Light system were necessary for optimal performance of his unit. Our technician presented these findings to *** ******, who was given the option to proceed with these additional services. This option was clearly outlined and accepted by *** ****** through his signature. While it is acknowledged that ** light systems can be purchased online for under $300 and installed independently or by a handyman, our company prides itself on delivering a higher standard of quality, safety, and long-term reliability. We employ trained professionals who adhere to industry best practices, ensuring that installations are performed correctly and safely. *** ****** has referenced that our technician was onsite for only 39 minutes; however, our internal records indicate that the technician spent over 2 hours at the location. The discrepancy in time may arise from the complexity of the cleaning required and the installation process for the ** Light system, which typically takes between 2-3 hours based on similar past experiences. In an effort to resolve this matter amicably and demonstrate our commitment to customer satisfaction, we extended an offer of a $100 reimbursement as a goodwill gesture to *** ******* This offer was made in good faith despite our belief that the service rendered met professional standards. We hope this response clarifies our position regarding *** ******* complaint and underscores our dedication to providing high-quality service while addressing customer concerns promptly and professionally. ATTACHED ARE PHOTOS OF WORK PERFORMED, INCLUDING CLEANING AND INSTALLATION OF ** LIGHT. 
  
  
  
  

• Initial Complaint

  Date:10/29/2024

  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 had a house built by Palmwood construction recently they used Marios a/c for the a/c system install I closed on the house Sept 9th 2024 the beginning of Oct 2024 the a/c stopped working the thermostat wasnt working not even 2 months old called Marios since the parts and labor warranty is through them they send out a tech who didnt even check the thermostat he just tore the air handler apart cutting wires splicing things together ripped out the blower motor replaced with temp motor he doesnt speak English looks at me says I f*** up! Grabs hid tools jumps in his truck drives off!!! I call the office to find out what just happened they said they need to order a new blower motor from the factory since its under warranty. Its been a month no word from Marios about the blower motor when I do call I get the run around its on back order or the manufacturer is closed etc etc..or Marios say they will call me back they never do..Ive told them numerous times the temp blower motor they have installed has a mind of its own it either runs continuously and its snowing in my house being so cold or it doesnt run at all. They refuse to come out and fix what they broke wont honor the warranty refusing to order the correct part from the manufacture stalling on the repairs causing pain and suffering to my disabled mother who lives here.I want Marios to stop dragging their feet stop lying honor the warranty work since they are the ones who installed the a/c system which is not even 2 months old!!!

  Business Response

  Date: 10/29/2024

  Thank you for reaching out and sharing your concerns regarding the A/C system installation. I sincerely apologize for the inconvenience you have experienced since moving into your new home.
  
  I want to assure you that we take your situation seriously. While we understand that the delay in receiving the blower motor has been frustrating, please note that Mario's Air Conditioning is committed to resolving this issue promptly. We recognize that the part is currently on backorder, which is beyond our immediate control.
  
  To expedite the resolution, we have made the decision to purchase a brand new A/C system to replace the one currently installed. This will include the necessary components, and I want to emphasize that this will be at no expense to you as the homeowner. Our team will be in contact with you today to schedule the installation at your earliest convenience.
  
  Thank you for your patience and understanding during this process. If you have any further questions or concerns, please do not hesitate to reach out.

• 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.

  New home builder used marios to install ac system. New home complete may 2024. Ac system does not cool home properly as home was getting just under 80 degrees. Ac unit was under sized. Marios did some calculations and upsized the unit which helped cool the house a bit more but not in all rooms. Couple of rooms are still getting just below 80 degrees. 4 months now and issue still not resolved. No plan of action discussed in 3 weeks.

  Business Response

  Date: 09/25/2024

  Thank you for your message. We appreciate your understanding that we are contracted by the builder and not directly engaged with you as a customer. We have provided the necessary data logger information to the home builder, who will be responsible for addressing any questions or concerns you may have regarding this matter.

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22336766
  
  I am rejecting this response because:
  You have been working with me as a customer for months and the office keeps telling me the owner is too busy with other customers. Now that I have made a report I am no longer your customer? Dream custom homes has repeatedly informed me it is out of their hands and it is up to ******* to make the necessary corrections. I only wish to have my ac ***** brand new home working as it should. Dream said there is not much they can do but call marios and try to have them call me. Nobody is taking responsibility. 
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:09/11/2024

  Type:Customer Service 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.

  ******* did the installation of the ** unit in my new home. I called them for a service appointment due to the unit not cooling the home and running all the time. ***** set up an appointment and never showed up or called. I scheduled an appointment with a different company and they stated the unit installed was too small for the home and will never cool the home. I let the warranty department know and they referred me to another ** company. The 2nd ** company came out and stated the unit was not large enough. The builder is trying to get ******* to correct the issue but nothing is happening. The town home is 1500 square feet and the unit is a 2 ton. The smaller homes were installed with a 2.5 ton unit. The builder is **** homes and they have stated I need ******* to correct this. I have since purchased a portable unit to try and keep my living room cool. I am also paying a higher monthly electric bill since the unit it running for about 18 hours a day and still not cooling the home to the set temp of 73 degrees.

  Business Response

  Date: 09/13/2024

  Thank you for reaching out regarding your concerns about the **** system in your new construction home. We understand how important it is to have a properly sized system for your comfort and energy efficiency. We want to assure you that a Manual J calculation was performed by a third-party mechanical state-certified engineer, which has been submitted to the county for approval. This calculation is essential as it determines the heating and cooling loads required for your specific home based on various factors such as size, insulation, windows, and ********** provide further transparency, Marios Air Conditioning is attaching the actual load calculations for your home. These documents will outline how the **** system was sized according to the specific needs of your residence. Additionally, its important to note that the design parameters set forth by the State of Florida require maintaining an indoor temperature of 75 degrees Fahrenheit based on the outside climate zone. Our calculations adhere strictly to these guidelines to ensure optimal performance and comfort within your home. If you have any further questions or need additional clarification, please do not hesitate to reach out. Best Regards Marios Air Conditioning

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22271870
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

   

  if this is the correct size, why did 2 other AC companies come out and look at the unit and state its too small? Why are there smaller homes in square footage with bigger AC units installed? If the unit is not correct, why is the builder reaching out for ***** AC to correct the issue? Marios made a mistake and needs to correct it. 

  Business Response

  Date: 09/16/2024

  Dear ****** ********,
  I hope this message finds you well. I would like to take a moment to address your concerns regarding the findings from two other **** companies in relation to our systems performance and sizing.
  It is important to clarify that the sizing of your **** system is determined by a State Certified Mechanical Engineer. This process involves comprehensive load calculations and design parameters that are mandated by the State of *******. Our role is to implement these specifications, ensuring compliance with state regulations and standards.
  As part of our commitment to providing you with the highest quality service, we adhere strictly to the guidelines set forth by state authorities. The load calculations performed by the certified engineer are designed to optimize your homes heating and cooling efficiency, taking into account various factors such as square footage, insulation, and local climate conditions.
  To further alleviate any concerns you may have, I have attached a response from a third-party mechanical engineer who has reviewed your situation. This document provides an objective analysis of the **** system in question and reaffirms our adherence to state regulations.
  We appreciate your understanding in this matter and remain dedicated to ensuring your comfort and satisfaction with our services. Should you have any further questions or require additional clarification, please do not hesitate to reach out.
  Thank you for your continued trust in us.
  
  
  Best regards,
  ****** *****
  Vice President 
  Mario's Air Conditioning and Heating
  **************

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22271870
  
  I am rejecting this response because:

  why Is the unit not cooling the home? The unit runs all day and will not stop until the middle of the night. Why were larger units installed at neighboring homes with less square footage than my home? When searching all the information you provided about location weather/temps and footage of the home the unit should be at a minimum of 2.5 tons and it is not. If you indeed did a correct job, why is the builder reaching out for you to correct this? My home does not cool down. There is an issue. 

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

  Business Response

  Date: 09/19/2024

  
  
  Dear *** ********,
  

  We have already addressed your concerns regarding sizing, and it is important to remind you that we are strictly adhering to Florida Mechanical Codes for our design standards. If your home is maintaining a temperature of 75 degrees indoors while the outside temperature aligns with our design parameters, then the system is functioning as intended. Therefore, no further action is warranted from Marios Air Conditioning at this time.

  Best Regards,

  ****** *****

  Marios Air Conditioning
  
  

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22271870
  
  I am rejecting this response because:

  So you have no answer why I have a smaller unit than my neighbors who have smaller square footage? My home doesnt reach 75 degrees. You are missing the point because you claim to have energy calculations that were incorrectly done. When did you do these calculations? On a cooler day? Was it 95 degrees outside? Were you able to see the home cool down to 75 degrees when it was 95 outside? The answer to all of those questions is NO. You did a poor job and an incorrect job. This is why **** homes went to another ********** to finish neighborhood. Several neighbors complain of the same  issue on the community ******** page. I will be sure to go door to door and let them know what they need to do. I will be informing each of them to reach out to the BBB to file a complaint. I will also be seeking legal representations if this is not corrected. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:07/17/2024

  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.

  On or around May 7, 2024, I had a new a/c unit installed. A couple of days later, I was checking my E-Mails and came across one from *********** which I normally get when they have either received payment (as I am autopay) or they send one which is a prediction of what your new bill will be. This one was for $1,033.52. Needless to say, I almost died! My normal bill is approx. $125.00 and $225.00 in the summer. After spending hours on the phone with ***********, they discovered that my meter began going crazy the day the new unit was installed. I promptly called *****'s to tell them of this and said they would send a Senior Technician out to see what the problem was. *********************** came and stated that he knew what the problem was immediately. He asked to see my thermostat and took him to it. It turns out that when the person installed the new unit and thermostat, he connected the wires incorrectly and was causing air and heat to come out simultaneously. ***** fixed it and then stated that *****'s A/C would be responsible for the electric bill since it was there fault. Since then I have called *****'s repeatedly and have been promised a call back. I was called back a few times with no satisfactory resolution. They knew the bill was due July 5th and was told I would receive the check in enough time and that the Vice ********** ****** *************) would call me. Unfortunately, the once that he did, I was in the bathroom and couldn't get to the phone quick enough. He left me a voicemail and I called him back within two minutes of his calling me. I left him a message telling him who I was and that I was returning his call. I have called him more than a dozen times since and he has never shown me the courtesy of calling me back. I even went up there on July 5th but it seems all the pertinent people were on an extended holiday except the person who made out the checks who was at a cancer treatment with his wife. I am beside myself as to what to do and

  Business Response

  Date: 07/18/2024

  Mario's Air Conditioning is aware of the over usage of electric in *********************** home. ****************** was kind enough to provide us with screenshots/email of the amount of the bills without the ** usage. We agree that the electric bill is extremely high (way beyond normal) for the consumption post installation. In order to properly determine customer usage vs installation concerns we are requesting again the ** usage report from *********** for the home. Without this information we would be inaccurately paying for electric bill that could not be ours (another possible issue in home or add-on billing from Duke). Without ** usage we can offer paying to the amount of $500.00 (Double her normal bill) and would consider this issue resolved. If we are able to get these ** usage reports (for prior 12 months) emailed to ************************************* or mailed to ***************************************** 

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 22000906
  
  I am rejecting this response because: it is not nearly enough to compensate me.  I don't expect the entire bill to be paid, however, I will accept $800.00 in full payment in order to resolve this matter.  Of course, this does not address why after many attempts, no one had the courtesy of calling me back to discuss this.  Their senior technician, ****, was sent by them and he determined that the thermostat was not properly wired by the person who installed the new air conditioning system.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 22000906
  
  I am rejecting this response because:
  
  I have recently received the attached bill from *********** for $954.14.  I have already paid $533.52 which was the remainder of the last bill for $1,033.52.  The balance is $420.62 that I owe ***********.  As you can see, the wattage went up when my AC unit was installed and the thermostat wired incorrectly by the person who installed it.  Instead of the $800.00 I asked for when I rejected their $500.00 offer, I now ask for an extra $200.00 in lieu of the attached bill, for a total of $1,000.00 from Marios AC. 
  
  If you need any other information, I may be reached at ************ or on my cell number which is ************.
  
  In anticipation of a check from Marios, I remain extremely grateful. 

• Initial Complaint

  Date:06/17/2024

  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.

  I purchased an extended HVAC labor warranty on May 21, 2024 through *****'s for 2 units at $2168.30/unit: $4336.60 total. The underwriter for the warranty is JB Warranties. *****'s has yet to register/forward my payment to JB warranties. I have tried to get infromation from them on when they will be registering my warranties but am getting the run around. I want them to register the warranties so that I can verify this with JB warranties.

  Business Response

  Date: 06/17/2024

  We apologize for any delays in processing ****************** extended labor warranty. Attached are copies of the extended labor purchased. For any issues this may have caused we have upgraded this plan to include parts and labor warranty for 12 years at no additional charge. 

  Customer Answer

  Date: 06/19/2024

   
  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:05/23/2024

  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 purchased Lennox 5 ton ****conditioning unit from ***** in November 2023. As per contract, first 2 years they have to do 2 free services per year. After 2 years, full warranty including labor and parts until year 2035.The installer created many issues during installation. Then the technician came 2 times to fix the issues. The county inspection barely passed. The service manager told he will come back and fix other unprofessional issues. He never came back.As per warranty/contract, they have to do 2 services per year and at the time of sales call, the sales person ****** told that the system will automatically call for scheduling appointment. They never called back. I called them several times and finally one technician came. He was reluctant to do service and says ****** recommendation is once per year and he was not willing to see the purchase contract. Then I called office again and they sent some other technician. This technician was extremely rude. When I asked him politely can he park his vehicle on the curbside, he parked on the curbside by blocking my postal mailbox. When I asked him to move vehicle away from curbside and thermostat and air handler are on the back of the house, he can meet me at the back of the house - he just left.From then the ***** ****conditioning people are not answering my phone. Always it goes to answering service company and they are just taking my message saying someone will call back.If BBB can approve, I can talk to media also explaining the way ***** a/c company is cheating public.

  Business Response

  Date: 05/28/2024

  Attached are the invoice (from installation of HVAC system) & inspection reports from county inspector. Mr ********* unit was installed on November 2, 2023. Initial inspection completed on 11-13-2023 due to needing a 10ft ladder a counatious was issued and final inspection was completed on 11-20-2023 ( see attached photos). No corrections were noted from inspectors visit and passed on first attempt (once access was granted). 

  Mr ********* is correct he is owed 2 maintenance visits for the first 2 years (see attached invoice), on 3-7-2024 Mr ********* reached out to us requesting to have his tune-up setup prior to a vacation in May. This was booked and should not have been as it was prior to 6 months old system. Our records showed that we should have been there between months (end) ***** or (early) May. On 3-13-2024 Mr ********* was scheduled for a tune-up/maintenance, this appointment was scheduled/canceled due to being before *****/May time frame & with the system being so new not beneficial to the customer. This appointment was then rescheduled for 5-16-2023/ 5-20-2023 (warranty noise/tuneup). Based from information provided it was conflicting interaction/ understanding to events that transpired. For any misunderstandings I would like to offer extension of Mr. ********* maintenance agreement to 3 years (originally 2 years). 

  *** Additional 1 year of maintenance for free for misunderstandings (our charge for this yearly is $263.40) ***

  Note Mr. ********* is setup for a senior technician to come out on 7-2-2024 to perform a maintenance & noise concern.

   

   

• Initial Complaint

  Date:05/16/2024

  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 bought a new unit from Marios ac in August 2020 and had nothing but issues with it. Yesterday 5/14/2024 they sent someone out since ac unit stopped working again. Tech came out allegedly To figure out the issue. He spent *********************************************************************************** around $3000 to repair. During this time the tech was laughing that he will fill the Freon and will charge me $1300 for it and yeah it probably wouldent last the night let alone until the repair was done and I would then need to spend another $1300 during the actual repair. Because of this news I decided it was not worth my time repairing it and started getting quotes to replace the unit for a new one. One of the companies that came to make an estimate for a new unit said that price was too high (more then double) and the unit is relatively new and should not need to replace it . He sent their tech which actually did a real diagnostic that figured that the real leak was not even inside the garage where the coil is but it was just a valve that needed to be replaced and would cost less then a 3rd of Marios original estimate. The Freon by the way costs less then $200 to fill not $1300 like Marios was going to charge me twice. I want my money back for a service call that not only accomplished nothing but was also fraudulent and was attempting to steal from me again.

  Business Response

  Date: 05/21/2024

  ***************** called requesting service on his HVAC system on 5-13-2024 from Mario's Air Conditioning. From his recorded call he requested his coverage of warranty & what was covered. Our CSR explained that he was under parts warranty, however, labor was not covered. Upon arrival by our technician was able to diagnose the system being low on charge (see attached photos of technicians gauges). In looking through the records for *****************, we only have 1 recorded service event in a 4 year span for his hvac system the remaining visits were maintenance related items/visits. ***************** was given options to move forward with the repair however declined. Our technician then charged for a service fee of coming out to determine the issue. (In order to get the exact location a leak search must be performed at an additional charge) If ***************** had gone forward with the repairs this service fee would have been credited to the repair. 

• Initial Complaint

  Date:03/28/2024

  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.

  I purchased a Lenox 5 ton unit that was installed on 9/27/22 that cost me $10,500 I was referred from *******************. After the colder season came and went, I was receiving notifications from my ecobee thermostat. The notifications stated that the unit was not cooling causing the unit to run continuously and increasing my utility bill. When I contacted ****** they sent out a tech who suggested I add better ventilation in my attic and my soffits cleaned/replaced. After taking their advice and contracting a company, 2 thousand dollars later the ** still wasnt working. I called again to ****** they insisted I need more insolation. I contacted ***** to request help. ***** contacted ****** and they immediately sent out a senior technician who said my whole unit was installed incorrectly. He explained that the blades on the outside unit were also damaged, they got a replacement through the manufacture. My only request at that point was for them to extend my warranty the 9 months that my unit was not functional. I was not contacted by any representative to apologize for the mistake nor extra expense endured from suggested repairs. Further examination of the original installer should have been conducted. A pasco county inspector came and the unit did not pass. Ive contacted ****** several time with no solution. Fast forward to today, my first routine visit, the tech tells me Im no longer in warranty. He explained the drains were clogged, the ** was flooded, and the unit is leaking freon. A new unit should not need freon unless theres a leak in the seal system. The technician said I am out warranty and the freon isnt included therefore the service was not fully completed. I was also informed I should have been receiving 2 maintenances per year and today was my first maintenance since Ive had the unit. I called the office and requested for a manager,owner,supervisor to make this right, before I go further. Look forward to a timely response

  Business Response

  Date: 03/28/2024

  Hi *****, someone from the management team will reach out to you shortly to resolve your concerns. Thank you. 

  Customer Answer

  Date: 03/29/2024

  
  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,
  
  *************************