Complaints

This profile includes complaints for A/C Designs, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  A/C Designs, Inc.

  3370 Agriculture Dr. St Augustine, FL 32092

  
• 

  A/C Designs, Inc.

  6656 Columbia Park Dr. Suite 1 Jacksonville, FL 32258

  

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:06/26/2025

  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.

  The Thermal Expansion Valve (TXV) capillary line broke at 90Deg solder joint is mated to TXV valve body. This part was replaced by A/C Designs when compressor unit and home were new Dec 2021. Unit was maintained by A/C Designs 2 times per year under extended warranty (so we thought). We paid $500.00/yr thinking we had a warranty. The TXV broke 3 June 2025. We were told that the factory would warrant the TXV component, but that we would be required to pay for installation labor plus cost of the lost freon after only 3-1/2 years of operational service. On prior occasions We paid for cleaning the Blower and adding a Hot Start Capacitor to improve the life of the Compressor as recommended by A/C Designs Tech Staff, thus adopting all recommendations to ensure long life of our Heat Pump system.
  We called the ****** ******* **** and they said they don't cover the repair cost, talk to the installer.
  Note: Blue Arrow in photo points to the capillary tube solder joint. The failure (crack) was on the inside of the tight radius bend.
  
  Bottom Line is that we do not appreciate having to pay the $895.90 after only 3-1/2 years of operation when the Phone Message at A/C Designs advertises Sign up for our Extended Warranty Program to get many years of worry-free service. The same part failed as when the Compressor unit was newly installed! Why should we have to pay again after paying for the extended warranty program of maintaining the system twice a year?

  

  Business Response

  Date: 06/26/2025

  We have processed the refund of $895.90 as requested by the homeowner. 

  Customer Answer

  Date: 06/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:06/09/2025

  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.

  Subject: Recurring Refrigerant Leak and Lack of ******************** Contract Holder. This review concerns my service contract and recent issues with my air conditioning unit, specifically a recurring refrigerant leak.On 6/3/2025, an A/C Designs technician performed scheduled maintenance on my unit. At that time, the unit was reported as functioning correctly. However, three days later, the unit stopped cooling effectively. A subsequent visit diagnosed low refrigerant (freon), and the system was recharged, restoring cooling.The low refrigerant level was not detected during the initial routine tune-up. In addition in May 2024, the ** unit was also diagnosed with low refrigerant by an A/C Designs technician and recharged.The unit requiring refrigerant so soon after the initial service visit suggests a potential leak. A/C Designs has not addressed the potential leak or offered a solution to prevent recurrence, despite the recurring nature of the low refrigerant ******** a service contract holder, routine maintenance should include thorough inspections to identify and address potential problems like refrigerant leaks, especially when there is a history of such issues. Recharging the system without addressing the underlying cause is a temporary fix and does not provide a long-term solution.I don't want to renew my service contract, please refund me the renewal pay on 6/3/2025. Please adjust the amount charged for the second visit, and charge only for the amount of refrigerant used

  

  Business Response

  Date: 06/12/2025

  Thank you for the opportunity to respond to the concerns raised regarding the recent ************ provided by AC Designs.
  At AC Designs, we take great pride in delivering quality workmanship and ensuring customer satisfaction. We regret that the service experience did not meet the expectations of the customer and sincerely apologize for any frustration this may have caused.
  In response to the concerns shared, we have issued a refund in the amount of $582.00. This refund has been processed and will be received within 35 business days. We hope this resolution demonstrates our commitment to standing behind our work and doing what is right for our customers.
  We appreciate the feedback and the opportunity to resolve this matter. Our goal is always to provide a positive experience, and we look forward to serving the customer better in the future.
  

• Initial Complaint

  Date:05/19/2025

  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 contracted ********* to do a Tune Up on my Carrier Air Conditioner which they installed approximately 30 months ago. The cost of the tune up was quoted at $189 which I agreed to, inorder to protect the warranty. Tech arrived on time and proceeded to do his inspection, I asked if everything was OK and he said yes but the capacitor voltage was reading low. I ask if he had one with him, he said yes but it wouldn't be covered under the 10 year equipment warranty. With the thought of having a system failure in the middle of Summer I told him to replace the part and I'd discuss it with his boss later. 3 things to keep in mind, the tech was on site already, he had the condensor enclosure open and the capacitor he used was not an OEM Carrier part which probably cost $50 at most. It took him less then 15 minutes to remove and replace the part. The second issue involved the safety condensation float switch which is an after market item again installed by *********. The Tech said it wasn't work and asked if I wanted it replaced. In knowing that part could be purchased at ********** for $20 and again not wanting an issue in the middle of summer I said yes, it took him about 20 minutes to install a new float. For whatever reason there was I problem with the drain line which cleared up under vacum. My air conditioner up until this point had been working FINE !The technican went to his truck to complete the bill which I'm sure included a conversation with his boss, when he returned with the work order it read as follows: $189 for the tune up, $328 for the float switch and $308 for the capacito, Total Cost $825 which I explained was completely out of line! There was no breakout of parts, labor or taxes on the invoice ! I received an on line request from ********* to rate their service, I gave them the lowest option and explained why. I received another email from them defending the work and offering additional warranty coverage for a monthly fee. ********

  

  Business Response

  Date: 05/19/2025

  We appreciate the opportunity to respond to Mr. ****** regarding the recent maintenance visit.
  The air conditioning system at this residence is covered under a 10-year limited parts warranty provided by the manufacturer, Carrier.This warranty does include parts such as the capacitor, but it does not cover labor, diagnosis, or installation services, which are the homeowners responsibility.
  The float switch is an aftermarket safety accessory and is not a covered component under Carriers equipment warranty.
  The homeowner approved the capacitor and float switch replacements during the service visit. As is our standard process, our technician explained the findings and pricing prior to performing the repairs.
  Our company uses an industry-standard flat rate pricing model, which is not based on time or the raw cost of the parts. Instead, it encompasses:
  Professional diagnosis and troubleshooting
  Skilled labor from a licensed and experienced technician
  Proper, code-compliant installation
  Office support, dispatch, and scheduling coordination
  Liability coverage and warranty on workmanship
  While some repairs may appear quick, that is due to the efficiency and expertise of our trained technicians, which is built into the value of the service. Quick turnaround does not diminish the quality or professionalism of the work performed.
  After the visit, we followed up with an offer to enroll the homeowner in our ***************** (***), which would have provided retroactive discounts on the repairs performed and included future maintenance and service savings. The homeowner declined this offer at the time.
  We stand by the work completed, the transparency of our process, and our commitment to professional service. We remain available should the homeowner wish to revisit the *** option.

  Customer Answer

  Date: 05/19/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 23344090

  I am rejecting this response because:

  There was never any discussion between the Technician and I regarding the excessive cost of the two repairs in question, all he said was that it wasnt covered under warranty. I didnt know the cost until he showed me the invoice/ work order ! Keep in mind that I had already paid ($189) to have the guy here to service the unit, this wasnt a call out or emergency repair request.

   I guess I should mention that I was a Carrier factory trained Transcold technician, had I been told the cost of these so called flat rate repairs I would have declined and made them myself! Thank you.

  Regards,

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

  

  Business Response

  Date: 05/20/2025

  Our policy is always to provide pricing and receive approval prior to completing any repairs. While we werent onsite to verify the full details of the interaction, we take your concerns seriously and want to acknowledge the experience you described.
  As a gesture of goodwilland in recognition of the concern raisedwere offering a $175 refund. We hope this reflects our commitment to fairness and doing right by our customers.
  We value your feedback and appreciate the opportunity to work toward a respectful resolution.

  Customer Answer

  Date: 05/21/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 23344090

  I am rejecting this response because: Unfortunately my initial response to the Venders offer of $175 credit wasnt complete.  Im rejecting the offer because I had already paid to have the Technician on site therefore there was no travel time involved, it took the Tech less then 15 minutes to replace the capacitor and 20 minutes for the float switch. Heres what Im willing to pay ; $189 for the agreed upon tune up, $110 for the capacitor and $120 for the float switch, which comes to a total of $419. 
   For the record, I maybe a 76 year old disabled Army veteran, but Im not a fool. 

  Regards,

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

  Customer Answer

  Date: 05/22/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 23344090

  I am rejecting this response because:Unfortunately my initial response to the Venders offer of $175 credit wasnt complete.  Im rejecting the offer because I had already paid to have the Technician on site therefore there was no travel time involved, it took the Tech less then 15 minutes to replace the capacitor and 20 minutes for the float switch. Heres what Im willing to pay ; $189 for the agreed upon tune up, $110 for the capacitor and $120 for the float switch, which comes to a total of $419. 
   For the record, I maybe a 76 year old disabled Army veteran, but Im not a fool.  

• Initial Complaint

  Date:02/05/2025

  Type:Order 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.

  Company installed AC/HVAC UNIT in brand new build home. Part was installed backwards and caused a lot of damage to blower motor of AC unit causing it to need to malfunction and need replaced. (900$ under warranty) Company refused to reimburse, saying they would come and fix it but never returned any calls. Again (today 2/5/25) more HVAC issues, failed compressor, root cause determined to be not enough refrigerant in system which was relocated in 2022 by the same company (AC Designs)

  

  Business Response

  Date: 02/07/2025

  Although we were not given the opportunity to diagnose the
  system ourselves or perform the repair, as a gesture of good faith, we
  acknowledge that the bypass damper was diagnosed by another company as being
  installed incorrectly, which may have contributed to the blower motor and
  assembly failure. Given this, we are willing to reimburse the homeowner for the
  $900 they reported to have spent on the replacement.
  However, the system is designed to operate with 8 lbs of
  refrigerant and would not have functioned for two years with only 6 lbs, let
  alone 3 lbs. If the system had truly been running on just 3 lbs of refrigerant,
  it would have never cooled the home. This indicates that the compressor failure
  was not caused by low refrigerant resulting from our relocation of the
  equipment in 2022 but rather by a separate operational issue that developed
  over time.
  While we take
  responsibility for the bypass damper issue, we cannot assume liability for
  common operational failures occurring two years after relocation. 

  Customer Answer

  Date: 02/18/2025

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  Hello, am waiting on them to send me a check or communicate payment they have agreed to? When is that taking place?

  Date Sent: 2/7/2025 10:53:49 AM
  I am okay with reimbursement for failed damper install and will close case when refund of 900$ is received. 

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 02/18/2025

  AC Designs is prepared to issue the $900 reimbursement but wanted to ensure the homeowner accepted this resolution before proceeding. Based on the most recent communication, it appears the homeowner has now approved this resolution. Could the status be updated from "rejecting" to "accepting" so we can move forward with issuing the reimbursement? 

  Customer Answer

  Date: 02/18/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:10/21/2024

  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 paid them to diagnose my system. They incorrectly diagnosed the issue. I want my money returned.

  

  Business Response

  Date: 10/25/2024

  The service technician originally scheduled for the diagnostic, found a clogged drain. They were not able to do a further diagnostic due to the system not working due to the clogged drain. Homeowner declined technician clearing the drain so the technician moved on. After receiving this BBB complaint, the Service Field Manager reached out to the homeowner, refunded their diagnostic and set up a courtesy check to ensure the system was functioning properly. The service technician at that time found the thermostat wiring coming loose causing it to malfunction. The system was also slightly low on refrigerant. Both of these things were addressed at no additional cost to the homeowner. System is running properly upon technician departure. 

• Initial Complaint

  Date:07/24/2024

  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.

  Me and my husband close to our house in March 2023 on a brand new build so therefore everything in this house should be brand new. Our AC unit stopped working as of last Saturday. They came out and did a maintenance call back in March and here we are in July and our unit doesn’t work at all. So of course we have a warranty. We reached out to the warranty company. They told us that this is a manufacturer issue because per the technician The fan motor went bad caused the compressor to overheat multiple times seizing up pull too much power so the plug blew out and used up all the Freon. Now AC designs is wanting us to pay for a trip charge again even though we already had a technician come out they’re telling us that the only thing that is covered are the parts, we have to pay a trip charge and for labor which no one can give us a price upfront. I am frustrated this is a brand new home. This unit should not be seizing up nor should there be an issue where it’s getting too much power that seems like that is an issue with the item or the product, so why am I being penalized having to pay for them to fix a problem that shouldn’t even be a problem . The last person that touched our unit was another technician from AC designs just a few months back and today our AC doesn’t work. I am home with a 16 month old baby in Florida heat temperatures are over 90°. No one has a sense of urgency and truthfully, they could care less because all they want is my money , looked at previous reviews and it seems like this is a reoccurring issue that a lot of people unfortunately are experiencing with AC designs. Very upsetting to feel like you’re being taken advantage of because there is no way in the world a year and five month old unit should not be working , the company is not willing to do anything but cost me more. 2 techs since this has happened had the same findings.
  I have to wait for the surprise labor cost. Horrible business horrible service and this seems so unlawful.

  

  Business Response

  Date: 07/25/2024

  We have thoroughly reviewed the technician's
  diagnostic and determined that the issue had multiple contributing factors.
  First, an impacted filter was identified. An
  impacted filter can cause static pressure, which can result in system failure.
  We recommend changing your filter monthly and using a MERV 8 pleated filter.
  Please note that a higher MERV rating can also restrict the system.
  Additionally, there was a faulty disconnect. It is
  not clear whether the disconnect failure was a result of the static pressure
  created by the impacted filter or if the disconnect failure caused the unit to
  fail.
  We understand how frustrating unexpected repairs can
  be and we regret any inconvenience this has caused. However, we are pleased
  that our team was able to identify the root cause of the issue and develop a
  plan for resolution.
  Please feel free to reach out if you have any
  further questions or concerns. We are committed to ensuring your satisfaction
  and comfort.

• Initial Complaint

  Date:05/29/2024

  Type:Sales and Advertising 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.

  My Carrier A/C unit that is 1 year old, and had its blower motor go out after a storm. I diagnosed this myself, however A/C Design charged me $99 for a tech to come out to confirm what i already knew. The motor needs to be replaced in the 1 year old unit. (fair enough)While the tech was here he took the motor out 2 times to check a few things before confirming it needed replacement. (he also replaced the back potion of the motor to check if that was the issue)They want to charge me $850 for swapping out the motor, which the tech did 2 times in the span of 45 minutes while he was here.That means they want to charge me roughly $1,600 an hour for labor for this job. they want to charge $850 for 30 minutes of work to swap a motor on a almost band new unit.BUYER BEWARE. these guys are a complete scam.

  

  Business Response

  Date: 05/29/2024

  Thank you for taking the time to share your experience. We sympathize with the fact that unexpected costs can be cumbersome, which is why we always allow customers to review our quotes prior to initiating repairs or installations. Our flat-rate pricing system ensures that you're aware of the charges upfront, with no surprises.
  
  There are many factors that go into generating our pricing,such as employing professional and skilled technicians, ensuring your warranties remain intact, warranty processing, various insurance, and the different people required to make a successful service call possible, among other factors. Our pricing remains in alignment with our direct competitors of similar size and structure.
  
  Regarding your Carrier A/C unit and the blower motor failure, we understand how frustrating it can be to experience issues with a relatively new unit, especially following a storm. It's important to note that power surges during storms is a common factor that can cause a blower motor to fail. Another common factor is a dirty or impacted filter. We always recommend using the correct size and MERV rating filter, inspecting it monthly, and changing it based on its level of cleanliness. This ensures there is proper air flow into the unit. A dirty or impacted filter causes the motor to work harder to pull the air through, this can cause a negative pressure in the cabinet and greatly reducing the lifespan of the motor.
  
  We appreciate your detailed feedback and for bringing your concerns to our attention. We strive to provide thorough and accurate diagnostics to ensure the correct resolution of the issue. The $99 diagnostic fee is standard for a technician traveling to your home, diagnosing the problem and providing a precise solution.
  
  We value your business and your feedback. We are committed to ensuring our customers are satisfied and fully informed about the services they receive.

• Initial Complaint

  Date:03/22/2024

  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 called AC Designs on ********* my ac thermostat went dead, and my ac would not run. I scheduled the work to be done on **********. I was told the service fee would be ***** plus labor to replace warranty parts. The technician did the work on *********. He said a part under warranty shorted out and caused the fuse to blow. It took him ** to ** minutes tops to do the work. The bill was ******. I asked how much the labor charge was, he put his phone down in front of me that had the charges listed. The service fee was *****, the fuse was *****, and there was a ****** processing fee next to the warranty part number. I said what is the ****** processing fee he said that was for the labor. I said you charge ****** an hour for labor. He shouted you told me to do the work. I again asked how much the labor charge was an hour. He again shouted you told me to do the work. He said the charge was for paperwork and I would have to call the office. I paid and asked for my receipt. He said the receipt would be emailed. Two days later on 3/**/**** I still had not received my receipt. I called AC Designs and spoke to a manager. I told her I did not get my receipt. I also asked her why the labor charge was so much for ** to ** minutes of work. I informed her the technician was shouting when I asked about the labor charge. She said the ****** fee covered the processing of the warranty paperwork. I told her the charge was excessively high and I should have been told when I called for service what the charge would be to replace a warranty part. I told her they had no problem telling me what the service fee was when I called. She said she would email my receipt. After I finished speaking with her. I received my receipt within a few minutes. This ****** fee was excessive, and I think part of the fee should be refunded. AC Designs should be upfront about the fee like they are about their service fee when people call their office.

  

  Business Response

  Date: 03/22/2024

  This customer was quoted the full cost of repairs including
  diagnostic and agreed to them prior to the work being completed. Homeowner was
  also offered to enroll in our Comfort Zone Club, which would have given them
  half off of the diagnostic fee and **% off of the cost of repairs. Additionally
  they would have received 2 maintenance cleanings on the system done * months
  apart and the discounts would be applicable for their year of enrollment.
  Homeowner declined to enroll. Homeowner was upset with pricing when work was
  completed. Technician offered to remove the parts replaced so homeowner would
  only be responsible for $** diagnostic fee. Homeowner declined. In response to
  homeowner request to give pricing when calling in, that is not possible because
  we need the technician diagnostic of the issue in order to properly quote the
  repairs needed to resolve the problem. We give our customers every opportunity
  to decline charges if they do not feel comfortable with them. AC Designs does
  not owe this homeowner a refund for the service that was quoted and agreed to
  prior to completion.

  Customer Answer

  Date: 03/25/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: There are a number of lies in the response from AC Designs. The technician told me the cost of the repair was going to be ****** before he started the work. He did not break down the cost of the repair. The only cost I knew for sure before the repair was started was the ***** service fee. He then tried to push a maintenance agreement on me. He told me if I took the maintenance agreement, he could take **% off the ***** service fee and he could take **% off the labor charge to replace the warranty part. He then said I would pay an additional ****** and something for the maintenance agreement and the total cost I would have to pay would be ******. He was talking fast and at that time I did not know what the warranty processing fee was. I asked him what the maintenance agreement covered. He acted like he didn't want to be bothered with explaining it to me. All he said was a technician would come out twice in one year and clean the drain line and tighten screws. That was it. I told him to do the work and after I would let him know if I was going to get the maintenance agreement. He then went out through the sliding glass door to get to the ac compressor in the back yard. He flung the sliding glass door and slammed it shut. After he completed the work, I told him I was not going to get the maintenance agreement. I then asked how much the labor charge was for replacing the warranty part. He set his phone down in front of me and that was the first time I saw the charges broken down. It was ***** for the service fee, ***** for the fuse, and a ****** warranty processing fee for the warranty part that was replaced. I said to him you charge ****** an hour for labor. He aggressively approached me and shouted at me you told me to do the work. I said yes, I told you to do the work but why is this labor charge so high. He again shouted at me you told me to do the work. He said it included paperwork and I would have to call the office. I am a senior citizen over ** years old. He was shouting at me in my home which is elder abuse. At no time did he offer to remove the new part and replace it with the old part, and I would only have to pay the ***** service fee. The technician is flat out lying. In fact, he never showed me the new part he installed or the old part he took out. I was never not going to get the work done. It needed to be done. I was questioning why the labor was so high, and he lost it. I had every right to question why the labor was ****** for ** to ** minutes of work. I was never not going to pay for the work. I told the technician I was being over charged. I believe AC Designs over inflates the warranty processing fee so they can push their maintenance agreement on customers by telling them they will discount the service fee and warranty processing fee if they buy a maintenance agreement. AC Designs has been contacting me by email and mail about purchasing a maintenance agreement since I purchased my home. Their maintenance agreements are a source of revenue for them. I knew when the technician came to my house that he was going to try and push a maintenance agreement on me which is what he did, and he did not even know how to sell it. He did not want to be bothered explaining the maintenance agreement to me and thought if he told me I would get a discount on the over inflated warranty processing fee which at the time I did not know was ****** I would get the maintenance agreement. All I did was ask why the warranty processing fee was so much and he became rude and started shouting at me. He is now outright lying about what happened. I have nothing against purchasing a maintenance agreement if I think it is worth the money and will be a benefit. The technician did not want to be bothered explaining the agreement to me and I did not think it was worth it. When I paid the technician I asked for a receipt, he said it would be emailed to me. I did not receive the receipt and it was only emailed to me two days later after I called AC Designs and spoke to a manager telling her I did not get my receipt.

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 03/29/2024

  Thank you for bringing your concerns to our attention regarding
  your recent experience with AC Designs. We sincerely apologize for any
  dissatisfaction or confusion you encountered during your service visit, and we
  appreciate the opportunity to address these issues. First and foremost, we want to express our deepest apologies for
  any misunderstanding regarding the breakdown of the repair costs provided by
  our technician. We strive for transparency in all our transactions, and it's
  disheartening to learn that you felt misled. We take your feedback seriously
  and will be investigating this matter thoroughly to ensure such
  miscommunication does not occur in the future. The $*** charge the homeowner is referring to is not only for the warranty processing, but other applicable charges associated with the work performed. AC Designs pricing is done with a Flat Rate System, I apologize that was not properly relayed to the homeowner. The Flat Rate System encompasses all associated costs, such as materials, equipment, and any applicable fees. The advantage for customers is that they know the total cost of the service upfront, without any surprises or hidden fees. Due to this not being communicated properly, we are going to offer the homeowner a discount of $1*****. We have attempted to contact the homeowner twice to discuss his concerns and offer this price reduction, but have not been able to connect. Regarding the maintenance agreement offer, we regret any
  frustration caused by our technician's approach. It is never our intention to
  pressure customers into purchasing additional services they do not find
  beneficial. We apologize if you felt rushed or uncomfortable during the discussion
  of our maintenance agreement. We will use your feedback to improve our sales
  approach and ensure that all customers receive clear and informative
  explanations of our service offerings. Furthermore, we are deeply concerned to hear about your
  experience with our technician's behavior in your home. We take allegations of
  unprofessional conduct very seriously, and we assure you that appropriate
  action will be taken to address this matter internally. At AC Designs, we are
  committed to treating all our customers with respect and dignity, regardless of
  age or any other factor. Once again, we apologize for any inconvenience or distress
  caused by your recent experience. We value your feedback as it helps us improve
  our services and ensure customer satisfaction. Thank you for bringing this
  matter to our attention, and we hope to have the opportunity to restore your
  trust in AC Designs.

  Customer Answer

  Date: 04/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

  Customer Answer

  Date: 04/04/2024

  Regarding complaint #******** AC Designs has offered me a discount of 1***** on my service. I accept the discount. They can issue a credit to my credit card that I used to pay for the service. If they need my credit card # again they can call me at *** ***-**** Please disregard my previous email about not being able to login to my complaint. I was able to login after all.

• Initial Complaint

  Date:12/14/2023

  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.

  AC Designs put in a brand new system in our brand new home for *************** Homes and now 2.5 years later the system failed due to horrible work by this company. They now want to charge me $950 to repair something that never should have broken this fast and was not installed correctly. The underground lineset is pouring refridgerant out and thats insane.

  

  Business Response

  Date: 12/18/2023

  We know unexpected repairs can be frustrating. The labor warranty provided by AC Designs covers all parts and labor for the initial year, as contracted with your builder. The copper leak underneath your home is not a result of our installation. We have discovered that leaks of this nature,this long after install, are often caused by ground contaminants. Had this been an issue with the initial install, it would have presented itself long before now. The builder has been involved throughout this process and due to the nature of the leak is covering the cost of the repair so there is no out of pocket expense for the homeowner. As of today 12/18/23 the technician is currently working at the home to complete the repair, at no cost to homeowner. 

  Customer Answer

  Date: 12/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  Date:09/11/2023

  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.

  3 weeks ago my thermostat displayed a warning that there was a control board failure and the unit would not turn on. A technician came out and put in the order for a new board. Since then I have had no contact to get this part replaced. Every time I call I get told I need to speak with “The Parts Department” and every time I either get a voice mail or the line just disconnects entirely. I have never gotten a return call. This is absolutely ridiculous. If the part is taking longer to get in than expected at least have some integrity and call me to tell me what going on. To add insult to this whole matter I was charged for an after hours visit as this happened on the weekend. At first I was fine with the charge as at least it got the ball rolling on the fix. If I knew I was going just through away money I could have put it to better use.

  

  Business Response

  Date: 09/11/2023

  Thank you for posting a complaint to let us know about your
  experience. I agree it is unacceptable that you have not been contacted about this to keep you in the loop with what is going on. This is being addressed within the office to ensure that this process is better in the future and we are communicating with homeowners regarding parts needed for their home. After reviewing your account I see that the order for the board
  needed at your home was placed with the manufacturer Monday 8/21/23, which was
  the first business day after your service call Saturday 8/19/23. At that time
  we were told the part was on a factory backorder. The team has communicating
  with the manufacturer to do everything they can to get an estimated time of
  arrival and to expedite that in any way possible. Getting your home cooling properly again
  is our number one priority. We appreciate your patience. 

  Customer Answer

  Date: 09/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID 20578472, and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  A***** ******