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:01/08/2025

  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 purchased a house from *************** on 12/23/2023, a little over a year ago. DR ****** said that all units in the house including the ** & heating units were brand new. Early in 2024 I called Florida Breeze for assistance because no heat was coming from the unit. The gentleman who came out refused to tell me what the problem was and said I would hear from the company. I did not hear from the company. I went away for the holidays and return on Monday to ** and it been so cold, I turned my heat on. Cold air is coming from the vent. I called Florida Breeze today 1/8/2025 and was told that the heating pump broke. I believe it was the same problem from earlier in 2024 but then I had warranty. Now that the one warranty expired, I am told that I will be charged for repairs.I believe that the heating units was not brand. All the appliances including this ** and Heating unit DR ****** place in the Brand new home have issues from the time I moved in.I want a brand-new unit installed in my home. I should not be having so many issues with a brand-new Heating and ** unit.

  Business Response

  Date: 01/09/2025

  I am sorry you are not happy with your unit.  We were out at your house on May 8, 2024 for a no cool call.  There was a loose wire on the defrost board which we fixed.   And there was no charge to you.  Yesterday you called with a no heat call and again we went out and fixed the problem.  You did pay $120.00 for the service call, but  you were low on freon and you did not want to pay for a leak check.  I understand you are out of your one year labor warranty with the builder but that is not our fault.  If you are unhappy with your equipment you can call the manufacturer but according to what is in our records we have not done anything wrong.  

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22787493
  
  I am rejecting this response because: I was told this is a new unit. I have only been in this house for 1 year. This unit had issues from the beginning as you see in their response how soon I had to call for service when I moved in. A brand new unit should not have some many issues. They are responsible as they installed the unit as new so they are responsible for selling an old unit for new, which would be fraudulent.

  I will submit a claim against DR ****** as well as they sold the house and told us all equipment and appliances are new.
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 01/12/2025

  Did you install a new unit?  That is the question you need to answer.

  Saying you did not do anything wrong does not mean that the unit was brand new or not faulty. 

  How did you come by the unit that was installed and when it was installed and by whom?

  Was the person who came out when I made my first call aware of all the problems with the unit? I specifically asked him, and he was very rude and blew me off. Walking around scratching and shaking his head. He knew something was wrong with the unit.

   

   

  Business Response

  Date: 01/13/2025

  This unit was installed by us and it was a brand new unit. We do not put used or old units in any home.  There was nothing wrong with the unit.  You called for a no cool call and the problem was the wiring which we fixed.  The second call was a no heat call which we told you was low on freon but we would need to test for a freon leak which you refused to do and pay for so we can not move forward.  I am not sure what else you think is wrong with the unit. Those are the only two calls we have on record.  There is no where on record that your heat pump (or AC Unit) is broke.  We will not install a new unit in your home.  We can see where the leak is but it is not something we do for free.  I am sorry this happened outside of your warranty with your builder.  But this second issue you are having had nothing to do with the first issue that we fixed.   

  Customer Answer

  Date: 01/19/2025

   
  Complaint: 22787493
  
  I am rejecting this response because: First of all a new **/Heating unit should not need repair after one year.  The man who came out told me that I need a heating pump. DR ****** response was that I need a new refrigerant- during my research I found out that a refrigerant should last anywhere from ***** years.

  Are you trying to scam me?

  Why your brand-new unit have so many issues?  I lived in a house for 15 years prior to buying this one and never had any issues with my heating unit nor **. I changed the ** unit after 11 years.

  10 to 15 years
  Refrigerant can last for several years before needing to be replaced123. In a well-maintained and leak-free system, it can last the entire lifespan of the HV** unit, often 10 to 15 years or more2. Regularly scheduled maintenance checks can help ensure that your system stays properly charged with enough refrigerant, which will increase its lifespan significantly.

   

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

  Business Response

  Date: 01/20/2025

  As we stated before we were out the first time to fix a wire issure.  The second time was you have a freon leak that you refuse for us to test to isolate the problem so we know which part to replace.  Your equipment is out of its labor warranty , which is twelve months (industry standard). We do not manufacture the equipment. We install it.  If you are unhappy with us feel free to use another AC contractor.  And to your point, we checked your file and can not find where you have done any prevantive maintenance on your system.  If you would like to contact the manufacturer, here is their consumer affairs number: ************.  

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22787493
  
  I am rejecting this response because: I have only lived in this house for one year. You said you installed a brand new AC/Heating unit. I have to call you for service in less than a year because the unit is not working properly. The gentleman came there at night and judging from his behavior he knew quite well what was wrong. I asked him and he was rude and blew me off. Told me that the unit did not need any maintenance as yet and you would send me something in the mail.  This other call I make that cold air is blowing from the vents when I turn the heat on. This gentleman came at night again. I am not sure what he inspected because I did not see him in the house nor outside for awhile. I paid him $120 and then he is going to tell me I have to pay him more money, like you said I refuse. What is the $120 for and what am I to pay him more money for.

  I feel like, I am been scammed and ripped off. No new AC/HVAC unit within one year should have these problems, either the unit is defective, or it was purposely installed to created problems to gain money from repairs. I have been experiencing problems with everything in this *************** It is as if I made a purchase with the devil from ****. 

  You are responsible to find the problem. The unit is still under warranty. Isn't it.  

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

  Business Response

  Date: 01/21/2025

  We have to continued to answer this question over and over again.  Your $120.00 call was just for us to come out there.  This is told to every customer when they call. You are then told if there is a problem there is an additional charge.  We are not able to fix the problem because you refuse to pay for us to do the rest of our job.  Your actual unit is under warranty for ************************************************  That does not cover labor though.  That is an extra warranty that you can pay for.  So as you were told before if you are not happy with us you have every right to call another company.  We fixed your unit the first time with the wiring and this last time we told you what we believe the problem is with the freon but you will not let us move forward.  It seems to me you are unhappy with your DR ****** house, but we are not repsonsible for that.  We only do the ** and your unit is not broken.  I suggest you move forward with another company because no matter who you use at this point you will have to pay for service.  Again, if you are unhappy with your product you can call Comfortmakers.  I gave you the phone number in the last response.

• Initial Complaint

  Date:09/18/2024

  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 central air conditioning installed within the past year. Two weeks ago noticed a dark spot on ceiling which appears to be due to moisture. Called this same A/C company, was told they do not do duct work. Had a general contractor inspect the area in the attic where the a/c is attached to the duct work. There is much moisture up there from the air conditioning install being only partially attached to the ductwork. We called the a/c company again to report this and they sent someone out to inspect, and he agreed that the duct and a/c connection is a problem. He told us he would notify the company. A week later, and multiple calls later, no one has shown up to repair this problem. By not repairing this we risk roof damage, further ceiling damage, mold, etc. when we call a message is taken but receive no call back.

  Business Response

  Date: 09/24/2024

  We sent a tech out on Friday, September 20th.  He looked in the attic and it was the original duct work that we did not install that was the problem.  This had nothing to do with our company. 

• Initial Complaint

  Date:05/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Florida Breeze conducted a performance inspection and several repairs on my A/C during closing. They signed off that the unit required no additional repairs, conducted maintenance, and a performance check. After closing, excessive external condensation was causing an issue and water was leaking on my filter. Both the service manager and the tech were friendly and helpful. However, the tech notified me that the unit required an $850 repair since the coils were in terrible shape - something the original tech missed in the inspection. The unit is currently under warranty for parts from the original install. Still, Florida Breeze - and apparently the owner specifically - is not willing to correct for the unresolved issues missed in the inspection attempting to shift an $850 expense in my direction. To summarize, Florida Breeze failed to conduct an adequate inspection, they fail to honor their warranty, and I'll be working to help find some motivation for them to correct for this issue. Quite a failure on their part unfortunately.

  Business Response

  Date: 05/23/2023

  I am sorry for you experience.  At the time of inspection there were no signs of condensation dripping form the evaporator coil.  As a courtesy the service tech sprayed a self rinsing coil cleaner as you can see in the notes you were given after the inspection. This is a five year old unit and it is not uncommon to have this issue.  As far as your warranty goes it is a five years parts warranty through the manufacturer which ends in August of 2023. We checked again with the manufacturer and they said a dirty coil is not covered under your manufacturer's warranty.  We did send a service tech out for free after our 30 day labor warranty to spray the evaporator coil again and when this did not correct the situation we quoted you our price because a deeper cleaning is required which takes at least three hours. I am sorry you are not a satisfied customer. We feel we have gone above and beyond by sending a service tech out at no charge to you.  However, we do not like to have unhappy customers so we will refund you the $160.00 dollars you paid for the inspection.  Thank you. Steve K****

• Initial Complaint

  Date:01/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved into a Model home that had an installation by Florida breeze. We purchased maintenance and have had semi annual maintenance since, with our last record in 2019. Based on their agreement they check all components and report on issues ( which is o. The we site). In September 2022 we had maintenance completed, our unit shut down 2 hrs. after. Next day, someone came back to fix and we were told that our outside unit had issues and our in-house vent was leaning causing the issue, which was never shared prior, and that the pan underneath the unit outside was wobbly, and that the unit could go out anytime. I called and spoke to ***, and was informed that they would come out to fix the internal duct issue leaning and causing the air to shut off and didn't mention anything on the outside unit. The internal issue was fixed at that time but shut down again that day. Another person came out and said he was there to fix the inside only however only lifted the vent providing a bandaid to the issue. When I called *** he indicated that was all they were going to fix with maintenance. When asked about the outside unit issue, I was informed that they do not have the part and no fix would be made. I reminded him that we had a maintenance program and he indicated that the other employees no longer w/the company.. Since that time I have left 4 messages (1 returned after my first message that I missed) and have had no call. My concerns are: they do not support their product, do not support their employees w/maintenance, and we could have avoided the issue if we had prior notice. They should be responsible for fixing the unit and inside duct since we were never made aware of any issues and they build and installed the original product. Also, messages were previously left with ***** to pass on and I left one on the owners voice mail. I uploaded only 1 maintenance item however have all if needed, which are on their site. Looking for a resolution for this on going issue.

  Business Response

  Date: 01/21/2023

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

  We are sorry to hear that you are unsatisfied with our services however you do have a 12 to ************************************************************************************************** the state of Florida which is most likely due to your average yearly maintenances with Florida Breeze.  As far as your outside condensing unit is concerned, rust and corrosion with a condenser 10 plus years old, is normal and expected in the state of Florida. Also if you refer to your equipment manual that came with the system 12 plus years ago, acts of God, rust, and corrosion are not covered by the manufacturer warranty. So therefore when a tech sees rust and corrosion on condensing units or inside units in the state of Florida that are 10 plus years old it is considered normal wear and tear.  Unfortunately  due to the tropic weather conditions and the fact we are surrounded by water in the state of Florida there is nothing to really prevent this from happening to a unit as old as yours. Now to address your inside air handler.  The wooden stand that the builder provided, not the manufacturer of the ** unit or Florida Breeze, has started to fail after 12 plus years is also  not covered under any warranty by the manufacturer or Florida Breeze because we did not build the stand. It is also common to see a stand in this condition after 10 plus years and that is why we always recommend for the stand to be rebuilt when you change your ** unit out. When *** sent out a technician to level your coil to ensure normal operation of your air handler that  was a courtesy not something we normally provide for a customer with a unit at this age.  In closing, we are sorry you are unhappy with your service and we never want an unhappy customer. So we will gladly refund you your last year of maintenance and go our separate ways.  We wish you the best of luck and hope you can find an ** contractor you will be truly happy with in the future.  Thank you.

  Sincerely,

   ***********************

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18803719
  
  I am rejecting this response because:
  

  We have had a member of your team maintain the property twice a year for a long time, I believe since we bought the home from the builder in 2012. During that time there was no mention of any issue or deterioration of the unit which is listed on the company maintenance checklist to inspect general condition of the unit. The last review in September 2022 has a check next to this item with no mention of any issue within that report and were only made aware when the unit completely shut done 2 hours after that visit. As previously mentioned, with not knowing about any issues prior and having a maintenance program that was there to assist us in preserving the unit, we are now left with a bandaid with the inside and an outside unit where we were informed by *** that parts are not available for the pan and that the entire unit rocks on the current foundation. Also I disagree with the Life Span of a unit in Florida. If well preserves it should be 15+years and we have only been here 10. We bought the model home. 
  

  I do agree that are money for 2023 maintenance is to be refunded since no service has been performed and we do  it want to utilize this service from your company.  

  We still believe that the company had a responsibility to let us know of the deterioration of the unit under the maintenance program prior to becoming something we can no longer fix. 

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

  Business Response

  Date: 02/06/2023

  Once again, we are sorry you are unhappy with our service.  We will gladly reimburse you for last year's maintenance so you can find another company that will make you happy.  We can't control when manufacturer's discontinue parts for AC systems.  This happens quite often on older units. As we said before, we did not build your air handler stand. That was supplied by your builder. We will not be giving you a free unit.  Like we stated before the average life expectancy of an AC unit in Florida is ***** years.  FPL actually rates them **** years as far as efficiency goes.  It seems even though your unit is still running  to manufacturer's standards you are only unhappy because it is now out of warranty.  Once again, we are sorry you are unhappy with our maintenances performed. We cannot control rust and corrosion in the state of Florida on a unit the age of yours. Not to mention it states in your manufacture paperwork that came with the unit that acts of God, rust and corrosion, are not covered under your warranty.  These parts you speak of are also the parts that have been discontinued on your system for many years now. 

   

  Sincerely,

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