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:01/16/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 recently had a frustrating, and expensive, experience with this ************* After my air handler was damaged during Hurricane ******, I sought their help for a replacement. They insisted that, due to new regulations regarding SEER levels, I also needed to replace my perfectly functional outdoor compressor. They claimed that the county would not approve the air handler without replacing both units, so I reluctantly agreed to proceed with the replacements.Once the units were installed, I quickly discovered they couldnt heat my home. I set the thermostat to a comfortable 74 degrees, but much to my dismay, the indoor temperature plummeted to 58 degrees by morning. When I contacted the company for assistance, they informed me that the new outdoor compressor lacked a heat pump, although the previous one did. They told me the heating element in the new air handler wasnt sufficient to warm my entire house.I was perplexed why they would install a compressor without a heat pump that they knew wouldnt work for my needs, but I received no satisfactory answer. It has now been over a month since I reached out for help, and during my last call, I was told that my salesperson was out of town and I would have to wait a couple more weeks for a *********** a result, my family and I have been forced to cram into one room with a space heater to stay warm at night. Think twice before choosing this company for your HVAC needs. Save yourself the hassle and consider alternatives!

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 most unprofessional service ever! Do not recommend to anyone! I ordered a simple "system tune up service" and after their "tune up" entire system stoped working. They removed parts of the system without any authorization. Spend 5 days without AC, only after their manager finally arrived they accepted their mistake and fix it, but not sure for how long! After I asked their manager to provide a full explanation on the services done they blocked my and mine Wife phone number! Will never work with them again!

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Super heat and air falsified a signature on documents. The documents with a different signature were never even presented to me or my husband. It took 3 days to even obtain copies of my signed document. They did not follow through with any of the actions or services they said they were going to provide. They have ZERO communication. They falsely advertise services. It took almost 24hrs to get this 24/7 business to come out. I paid $549 for a 48hr dye test to diagnose a broken ac. My husband and I were told someone would communicate and come and inject this dye within an hour. No one showed and couldnt get a hold of anyone via phone until late evening. A technician didnt come out to start the dye test until the next morning after I paid almost $600 for it to be done within that hour. We were assured right after the 48hr **** from the initial injection a technician would come out and diagnose the problem so we could get our ac up and running. I was told I was only paying for half of the $600 and the other half could be financed with the total for the repairs. The whole $600 was charged. It has now been well beyond 48hrs and the company has not come back to complete the job they assured us they would nor communicate anything with us.

• Initial Complaint

  Date:08/22/2024

  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 Super Heat & Air to unclog my drain pipe on 08/14/24. They sent me a technician named *********************. I explained to him what I want it. He stared at my air conditioning unit for an unsually long time. I thought that maybe he was stumped, did not know how to unclog it. But he said he'd rather drill my walls in order to set up the pipe outdoors. He said that would be easier.I thought he was going to do the work right away as he made some phone calls. I paid him $959.70 while he was on his phone. He said he was trying to "save me some money". But as soon I made the payment, he indicated he could not find the right parts and he would have to come back tomorrow (08/15/24). I said okay. I took a sick day the next day waiting for him. He never showed up. Never called. At 10:45 I called his office. They could not tell me where ********************* was and they set up another appointment for Sunday, August 19. On Sunday, another technician showed up. He said he does not want to take a chance drilling my walls because he does not know what's behind them (!!!). I said I do not want to drill anything anymore. Just unclog the drain pipe. He suggested vacuuming it. He did so, but it did not work. He left,I contacted the office, asked them to refund my money. They promised a refund on Monday, August 20. I am still waiting to see the money in my bank account.

  Customer Answer

  Date: 09/12/2024

  Dear BBB,
  I am writing to inform that Super Heat & Air has refunded the $959.70 they had charged me.
  I thank you for your help in this matter.
  

  
  

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Experienced problems with my residential AC system and had Super Heat & Air come out on June 8th, 2024. They identified the problem and I was told that if I put down a down payment of $1,100/- I would have a Technician do the necessary repairs by 9AM on June 10th, 2024.After calling at 9:30, I was told that the Technician would be out between 11 and 1pm. When calling at 1:30pm I was told that I would be attended to by 3pm. Another call at 3:30pm resulted in an undertaking that I would have an Update by 4:30pm. **** called me at 4:30pm and told me that the Technician would arrive by 5:30pm. At 5:45 **** was unavailable and there was no indication of timing. Eventually received a call from **** the technician who indicated that he will be arriving in 30 minutes.The entire interaction with Super Heat & Air was very unprofessional and I would not advise anybody to use this Company.

• Initial Complaint

  Date:04/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have concluded that I have been a victim of predatory sales practices by Super Heat and Air of ********. I am a senior citizen with kidney cancer stage 4 and this company, who installed my air conditioner utilized misleading claims to correct the presence of so-called spores on the air vent. Allegedly these spores could turn into mold. As the technician learned about my health, he insisted that the recommended system would correct the problem and it had to be done immediately. Based on my health condition at the time, I was concerned and I agreed to install an electronic filter and a Light (what they called and financed as a HEPA filter).However, not only the evidence of these so-called spores returned to the master bedroom vent, but is now evident in other vents of the house. In addition the one year supply of the electronic filters was reducing; so on several occasions I asked where I could get the filters. They failed to give me the filter supplier information or to supply me with these specialized electronic filters. (that ended on Dec 2023)Following are responses and excuses given to me, over the phone and my response Initials Legend: SH&A = Super Heat and Air AO = ************************* 1. SH&A- We are in the business of installing the system not selling filtersAO -But then where can I get them? 2. SH&A- The salesperson who sold you this equipment does not work here anymoreAO - The installation was done by the Super Heat and Air. So you are still responsible for the outcome.3. SH&A- The stains you are seeing is rustAO -So now, the stains are not spores but rust?4. SH&A- We recommended for you to change the ducts and you did notAO- If changing the ducts was a requirement for the equipment to perform as intended I should have been informed prior to installing the system, and in fact, then the system should not have been installed.

• Initial Complaint

  Date:03/15/2024

  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.

  Your firm price gouges, & did not actually fulfill the original contract.Your estimator onsite, in November of 2023, said that an installation takes 3 hours to complete. The installation of the loaner motor, & then, the replacement of the loaner with a new motor, only took 1 hour. Estimator quoted a price for 3 hours when I should have been charged for 1 hour. I want a refund for the over payment based upon time misrepresentation for the job. It is an inflated price & not consistent with the services rendered. Originally, you wanted to charge the full amount even though I was only getting a loaner motor. To that end, you made an unauthorized credit card debit of $589.10, after I spoke directly to ***************** who agreed to accept half down, & half at the conclusion of the installation. I then demanded a refund of $300.10 & would not pay off the balance until the new motor, not a loaner motor, was installed. I was told upfront that I would be getting an original motor; your office changed the terms of the agreement; you couldn't, you said, obtain the original motor for 4 weeks from your supplier; I would have to accept a temporary loaner motor. The original delay of 4 weeks for the new motor dragged on for 3 months. If I didn't call your office during the week of March 3rd, 2024, your company would not even have bothered to call me back, & would have forgotten all about your 'contractual promise' to install a new motor from the outset. Amazingly, after I called, you suddenly discovered that you had a new motor in stock after all & sent someone out to my home without an appointment to do the install.On account of the inordinate delay of three months in the fulfillment of a contract that in fact was 'breached' when you changed the conditions of the installation, the pricing misquotation at the initial meeting, & the 'unauthorized' deduction from the credit card, I request that you refund my wife's credit card in the amount of $250.00.

  Business Response

  Date: 03/29/2024

  To Whom it may concern, 

    In respond to above complaint we have reviewed this account and determined that our company has standard upfront pricing we are not an hourly based company, and are pricing doesn't change if the job takes more or less time to complete the work due to different variables that might occur. With that being said, when we look up a part on a suppliers website and place it on hold for a customer, sometimes when we arrive to the supplier to pick it up the part is not available due to no fault of our own. In this case we did put in a rescue motor temporarily for the customers comfort until we could receive the motor that the manufacturer placed on back order for us. The issue with the payment being ran is a miscommunication within the office dispatch and accounting which was quickly reversed when the issue was discovered.. Due to the customer feeling unjust in the whole process we have issued a refund in the amount requested. We would respectively request for this matter to be closed. Thank you. 

  Customer Answer

  Date: 03/29/2024

   
  Complaint: 21438243
  
  Superheat's response is rejected because respondent failed to address the charges presented

  to them regarding their deliberate misrepresentation, breach of contract, negligence, & delay in completing contract.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 03/29/2024

  I'm unsure of what is being asked? in original complaint the customer is asking for a refund of $250.00. this since has been submitted on 3/27 and a phone call to customer was made confirming this refund and told it may take 3-5 days for the bank to process. 

  Customer Answer

  Date: 03/29/2024

   
  Complaint: 21438243
  
  I am rejecting this response because:

  We are asking for $300.10 to be returned to Amex Credit Card asap.
  

  We have called your office & received evasive, ************************* responses from cust. service.

  Kindly give us back our money as requested from you to avoid a legal escalation of this matter pursuant to breach of contract.

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

• Initial Complaint

  Date:08/25/2023

  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.

  I contacted this company on 08/22/23 regarding a problem with my home AC system. A repair person came out on 08/22/23 to look at the system and conduct the needed repair. He suggested additional work to help make the system more efficient. I agreed and prepayed for additional cleaning and straightening of fins on the systemy. When the second repair person came, he did not have any order for the repair of the fins which I believe I ordered and paid for in advance. I contacted the company 08/24/23 and spoke with ****** whom I considered rude in handling my problem. I requested a full copy of the work order which was promised but has not been received. I just want the work completed that I agreed to and paid for.

  Business Response

  Date: 09/05/2023

  I have tried reaching out to the homeowner to resolve this issue. I have not received a call back yet to our company. 

• Initial Complaint

  Date:08/16/2023

  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.

  The company has provided inaccurate services for an ** check and charged my tenant $68 for HV** inspection which was not done correctly. The Invoice is attached to complaint. super heat & air claimed that the issue was due to my ** blower motor needing to be replaced and attempted to collect $1300 for a service that ended up being resolved for $30 (replaced a thermostat). After doing their tests on the ** system, super heat and air failed to check the thermostat and mention any issues with the thermostat being the root cause of the motor not working properly. This is a deceptive business practice. There was no invoice or report provided to tenant, yet they charged $68 for inspection on my property. The inspection report was not correct and did not have show any faults with the thermostat being an issue. I called and a requested a refund which they initially agreed to, but my tenant has not received anything back. This company is robbing people in desperate situations by providing false reports, be careful.

  Business Response

  Date: 08/16/2023

  Hi, this was a new customer trip charge which is our standard trip charge for coming to the home and doing a diagnostic on a unit. I do apologize that the customer was not happy with our diagnoses, I understand they corrected the problem for now with a new thermostat but our tech still found that the blower motor was intermittent and although the system is working now it could still have other issues. Bottom line is we didn't charge for any repair as no repair was done, however the landlord ****************** called in asking for a refund and for courtesy we honored this request and approved it. it will be arriving to the customers tenant via the mail before the end of august. We have a refund policy that has to go through corporate and sometimes takes up to 30 days before arrival. 

• Initial Complaint

  Date:04/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have three signed contracts with this company. The first one was in *********************************** 2022 and then a third one from September of 2022. Each one generated by super heat and air to do air conditioning, hot water heater, and whole house solar system to be mounted on a pole barn to be constructed by super heat and air. Each replacement contract was generated by super heat and air stating they had to modify the agreement because their salesman undersized the solar system for my house. I have a lot of money that I have put down for this job and should also have the approved financing for the solar. At one point I was making monthly payments to the finance company for the solar system but then they were made aware that the system had not been installed yet. At this point the company has stopped responding to my emails, calls, and text. I have hundreds of documentation from previous responses and promises from this company. ** 2021 a permit was attempted to be pulled for the solar but was denied because it was not the correct permit application. From what I am learning this company doesn't even offer whole house solar anymore but I have a signed contract for this. Looking at their BBB rating I'm pretty sure they will not respond to this complaint and if they do I can't imagine what they can say to defend themselves. I thought I would try this to see if it would wake them up and get the job done, but in the meantime I hope others can see this and it may stop them from making the same mistake I made by trusting their staff and owners. Horrible company to deal with.