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:02/28/2023

  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.

  Date of service: July 2022 Invoice Ref # ***** Amount: $459.95 Our air conditioning unit was leaking and I called this company. Agent (owner?) arrived and after a three minute review told me that the unit was too old (almost 10 years) and it was better to replace it. I asked him what the problem was and he said it was too hard to determine because it could be in multiple places and in such old unit replacement was the best option, he could get me a new unit in a week. I asked him how are we supposed to live in July without air conditioning for a week so he blew the line. It started working. I asked him whether it was the fix and he said no, just a temporary measurement to get us by. He provided an estimate for a new unit. At that point I knew that second opinion was a must so asked him to pay for the service call on the spot. He said that I didn't owe him anything for that day but should really plan on getting a new unit per his good estimate before prices went up. We called another company and for les than $200 they cleared out the line and unit has been working for months since then. We forgot about Air Experts with a bad taste in the mouth. Months later we received a bill for nearly $500 for 3 units of refrigerant as a total surprise. I've been trying to call the company multiple times to discuss the bill but they never had a right person in the office and promised a call back every time which never happened. I asked to pay partially for the service call but not refrigerant until someone calls me back but they couldn't do that and now not picking up the phone from my number.Refusing to troubleshoot the system just because it's 10 years old is a scam, especially since he seemed to know exactly what the problem was.

  Business Response

  Date: 03/01/2023

  Air Experts would like to apologize for any inconvenience.  Please note that on 10/29/21, Air Experts clean the drain line and offered suggestions for free.  7/19/22 and 7/22/22 not only was drain blocked and cleared but also the system was low on R410. Attached are the screen shots of the the timeline or history of customer.  Important notes:

  1.  A bill was sent less then 30 days from service July 22, 2022.  From the notes, a bill was sent every month and only received a response when the bill was marked for collections.

  2.  Air Experts made several attempts to call back, see attached notes.  

  3.  On 10/29/2021 we cleaned your drain and changed temporary filter for a media filter, for free.  See attached notes and invoice.

  4.  She signed an invoice for a unit sale and when it was cancelled, there was no charge or restocking fee.

  5.  ************, has left MULTIPLY ****** reviews under different names to create multiple negative reviews.  

  6.  In the ****** reviews she states "****" when in fact the invoice says ****, the same one she signed and cancelled.  See attached. 

  From our notes and interactions the bill was sent less then 30 days after the work was done, however it didn't become an issue until it was marked for collections after several bills were sent.

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19512892
  
  I am rejecting this response because:

  There was no 3 lbs of refrigerant added! As soon as the technician saw the age of the unit all he was pushing was a replacement. That's exactly the problem. He said the issue could have several root causes and it's not worth troubleshooting. New unit was supposed to take a week so I asked him how we were supposed to live in the middle of the summer without an air conditioner. He blew the line with Nitro, half heartedly, because when we called another company they thoroughly cleared the line.
  October 2021 is irrelevant is that was a promotion company ran that has nothing to do with the issue at hand. But now I discovered another issue: customer signature on the 7/22/23 Invoice is not mine! I asked him on the spot on 7/19 what I owed him for that service call as I already made up my mind to get a second opinion.He said nothing. Sign the Proposal which you can cancel at any time prior to installation. Which is exactly what we did after another company came out and properly cleaned the drain. Told us there was no issue with the unit and it didnt need replacement, so we cancelled unnecessary new unti. I was with the technician all along and he did not add any refrigerant, did not even mention it. Then when he added the notes on 7/22 he said charge the customer for refrigerant.Then invoice for 7/22 appeared but who signed it on the Customer signature line? Wasnt me. The signature on the proposal is mine but on the actual invoice is not. Forgery? Please explain.
  I have called a lot more times, please see attached call log. My original request was to speak to someone who can discuss the invoice as I wanted to inquire about the 3 lbs that never happened. I was willing to pay for the service call because yes, the technician did come out. But I wasnt going to pay for the service that has never happened (refridgerant).
  I dealt with this company twice and both times they tried to upsell me majorly. First time on 10/29/21 I wanted to sign up for a regular service, but after the technician arrived (he was great btw outside of upselling) the list of what we HAD to do was huge and expensive (see notes from the company). So my primary goal of signing up for service was no longer there. I had to call a few friends for advice and all stated that the company was trying to rip me off. It was a promotion so it was free as advertised.Second time same thing. Called for troubleshooting and got pushed into a brand new unit that I didnt need at the time.
  1. We moved so several earlier bills must have not made it. I only attached the latest one, yes, there was at least one previous bill. I was hoping the company would find consciousness for attempting to charge the customer for the service that was not performed.
  2. According to the notes AirExperts attempted to call exactly one time after 7/19/22 and voicemail was setup just fine. Please see other voicemails from November attached.
  3. Completely unrelated as it was a promotion company ran. If there was a charge, it should have been charged immediately.
  4. Addressed above.Technician pushed me into signing saying it was only a proposal and could be cancelled at any time prior to install with no issues.
  5. I will update my ****** reviews to two separate occasions, both problematic with major upselling. Please respond to the signature on the invoice. First review didnt get a response, so I left a second review after continuously trying to get a hold of the company.
  6. I updated ****** review to remove **** and say technician
  Yes, it became an issue while I kept trying to contact the company multiple times. Felt like the lady answering billing phone already knew me by name. Ive been calling both billing and customer service. Last time left voicemails at both. Then went to post another ****** review hoping to get attention to resolve it and then turned to BBB. Now we are at least having a discussion, finally.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 03/06/2023

  Air Experts would like to address some of the points in the rejection response:

  1.October 2021 is irrelevant?  A free service was issued with a free filter.  The filter was in bad shape thus the drain line was backed up and the blower assembly was impacted.  The technician (*****, name is on the invoice) suggested to have the blower wheel cleaned.  You stated that he was great but curious to know if he forced you to sign the invoice.  You state that you called a few friends because you felt you were ripped off.  How does someone that paid nothing, feel ripped off?

  2.  "Fake invoice?"  I would have to assume if we sent you a bill for the new unit you signed for, that would be fake also?  Our vehicle trackers clearly depict our tech was there for each invoice.  

  3.  You state that you moved and must not of received any of the previous bills.  Only when it was stamped for collections if when you received it?  

  4.  "I will update my ****** reviews to two separate occasions, both problematic with major upselling. Please respond to the signature on the invoice. First review didnt get a response, so I left a second review after continuously trying to get a hold of the company."  So it is the same person that left two reviews?  From the previous attachment, it appears as two different ****** accounts.  Another review was added last week, see attached.  If this continues I will seek other methods to stop the multiple reviews, from multiply ****** accounts, for the same situation.  

  To sum it up, I accept the customer paying for $99.00 service fee if the invoice from the other company can be provided.  

   

  Thank you,

  Air Experts

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19512892
  
  I am rejecting this response because:

  1. 10/29 service was a free promotion the company ran. I wanted regular service, so took the promotion. Your notes say advise customer to replace inside filter, which is exactly what happened. The filter that was installed on 10/29 was actually the one sitting in our utility closet, we had a few spares. The upselling that happened during the call that is not in the notes are the ** lights that were also needed because blower clean would only get us so far and there was another additional upsell that went along with it. The only one I was seriously considering was the blower assembly but with you need this and that adding up to $1,500-ish it sounded like a rip off. Nearly a year and a half later the unit still works without additional spending.
  2. Tech was at the house on 7/18. Invoice was created on 7/22 and was signed by whom? 7/18 tech pushed me into signing not 10/29, he said it was a proposal which I was planning to go with if the second opinion confirmed needing to replace the unit. Tech kept reiterating how it can be cancelled at any time prior to install. Thats the only condition I agreed to sign on. I asked him on the spot what I owed him for coming out and he said Nothing. I always pay service invoice on the spot. Invoice is for refrigerant that wasnt actually added as the tech was planning to replace the unit. Why was he attempting to charge for it? Whos signature is it on the Customer line?
  3. I stated that there was at least one previous bill received.
  4. One review was mine, one was from my husband for two separate upselling instances. Both reviews were posted in an attempt to find resolution. They can be updated/deleted at any time once the issue is resolved. I went ahead and left one review that will be updated upon issue resolution. However, multiple other reviews state the same upselling issues.
  5. Invoice from another company that was provided on the spot and was paid right away is attached. As you can see, another company has fixed the issue for $169. We gave it a day+ to make sure everything works prior to cancelling the new unit. Current unit has worked just fine since 7/19/22 without additional tuning. Did not need to spend $6,500.
  To sum it up,
  A. I should not be charged for the service that was not performed.  
  B. How do you explain the tech refusing to troubleshoot the unit by saying only means are replacement yet charging for the refrigerant he didnt add?
  C. Where did the signature on the 7/22 invoice come from and who signed it?
  D. The unit still works just fine nearly 9 months later did not need to spend $6,500. So is the tech that came to troubleshoot on 7/18 incompetent and I am being charged for his so called service?
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 03/09/2023

  Dear Air Experts,
  
  Please review my response below.
  
  1.       10/29 service was a free promotion the company ran. I wanted regular service, so took the promotion. Your notes say advise customer to replace inside filter, which is exactly what happened. The filter that was installed on 10/29 was actually left to us by the previous owner. They had multiple spares sitting in the utility closet. The upselling that happened during the call that is not in the notes are the ** lights that were also needed because blower clean would only get us so far and there was another additional upsell that went along with it. The only one I was seriously considering was the blower assembly but with you need this and that adding up to $1,500-ish it sounded like a rip off. Nearly a year and a half later the unit still works without additional spending.
  
  2.       Tech was at the house on 7/18. Invoice was created on 7/22 and was signed by whom? 7/18 tech pushed me into signing not 10/29, he said it was a proposal which I was planning to go with if the second opinion confirmed needing to replace the unit. Tech kept reiterating how it can be cancelled at any time prior to install. Thats the only condition I agreed to sign on. Invoice is for adding refrigerant that wasnt actually added as the tech was planning to replace the unit. Why was he attempting to charge for it?
  
  3.       I stated that there was at least one previous bill received.
  
  4.       One review is mine, one is from my husband for two separate upselling instances. Both reviews were posted in an attempt to find resolution. They can be updated/deleted at any time once the issue is resolved. Happy to do that. However, multiple other reviews state the same upselling issues.
  
  5.       We purged unnecessary documentation during the move, will see if the second companys invoice could be obtained.
  
  To sum it up,
  
  A.      All along Ive been fine with paying $99 as the tech did arrive even though value was beyond questionable. But should not be charged for the service that was not performed.  
  
  B.      How do you explain the tech refusing to troubleshoot the unit by saying only means are replacement yet charging for the refrigerant he didnt add?
  
  C.       Where did the signature on the 7/22 invoice come from and who signed it?
  
  The unit still works just fine nearly 9 months later. So is the tech that came to troubleshoot on 7/18 incompetent and I am being charged for his so called service?

• Initial Complaint

  Date:01/11/2023

  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.

  5-22-22 Air Exprts sent a tech would had no idea what to do with a zoned heating system I was billed $1410 for a new zone board that did not work when the temp went air condition to heat. This rep wanted me to rip out two other thermostats that controled the zones. I DO NOT TRUST HIS REPLACEMENT OF THE **** BOARD. I HAD ANOTHER COMPANY COME OUT THIS TECH DID NOT EVEN KNOW THIS IS A HEAT PUMP SYSTEM He set up the configuration for an air conditioner I was billed $1410 and the service call was $84.tto tell me this Needless to say I did not like or trust him and never took out the two other room thremostats I have been ripped off and froze for two days over Christmas

  Business Response

  Date: 01/13/2023

  Air Experts would like to apologize for any and all issues you *** have experienced with our services. The following timeline would depict several questions in the reasoning for a refund:
  5/23/22 customer called ****************** for a no air condition service call.
  5/23/22, an Air Experts service tech diagnosed a faulty zone board.
  5/23/22, Air Experts followed up to schedule the replacement with no answer.
  5/24/22 Air Experts followed up to schedule the replacement, a voicemail was left.
  5/25/22 Air Experts followed up to schedule the replacement and was scheduled for 5/27/22.
  5/26/22 Air Experts confirm appointment for 5/27/22
  5/27/22 An Air Experts technician replaced the zone ************* no issues were present when technician left.
  12/12/22 Air Experts office left a voicemail for the routine maintenance.
  12/23/22 Air Experts office attempted to schedule the routine maintenance e and spoke to Mrs.  *******************  She noted that she would call back due to a current leak under the sink they were dealing with.
  12/26/22 Customer called in and stated that the zone board was installed wrong and Air Experts technician didnt know what he was doing.  He called a different company out to fix the issue.
  
  
  Air Experts would like to know why we not giving the opportunity to address any issues that *** of resulted for a part installed 7 months prior.  Why was this not noted on the 12/23/22 call that Air Experts made to set the scheduled maintenance.  On 5/27/22 Air Experts fixed the central heating and air conditioning system and assumed the system was working.  Air Experts made several attempts following back up for verification and schedule the routine maintenance.  Any and all recorded phone calls can be attached per request.

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18717947
  
  I am rejecting this response because:
  The tech told me to take out the thermostats in the zone heating.    I did not agree and felt he did not know what he was doing and did not want this type of representation back in my house.   For this I called another company and sure enough he was wrong.   What also makes me mad is two weeks of calls and now I get a response thru BBB.    Anther issue he no longer works for air experts.   And by my checking on this company they are poorly rated.     Admit this guy was not good and settle up my claim.   
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/16/2023

  Mr. *********,

    What technician?  The last time an Air Experts technician was at your house was 5/27/22 (see attached).  Please provide an invoice of when we were there in December.  Our phone records depict our office called you several times to set up the routine maintenance.  You reject the response due to you wanting a refund for a part that was installed 7 months ago and has provided air condition during this period?  This other company came out and changed a setting on the zone board and charged you $89.00.  Please provide more information other then this person or that person didn't know what they were doing.