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:08/23/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 HVAC system installed, and the system had a major failure in week 1. There was a freon leak, and all the expensive freon leaked out, potentially causing major damage to the inter system.When I initially contacted Aire Serv of Palatine, they resisted and basically refused to service the major repair, so I held back final payment until they serviced the repair. It took so much effort to get them to finally address the system issues and repair.Then in week two, the system had another major failure, which I emailed them several times over the course of a week, and they denied receiving any emails, per their website, although I read back the email response I received that someone would be contacting me. No one ever responded to my issues or service requests.I was then able to finally speak with one of the owners over the phone, where they verbally agreed to provide a complete refund and uninstall the system.They then retracted the agreement to accept the return of the system. My system heat still does not work, and it's been almost 2 weeks with no heat and no resolved issues.I am requesting a complete return, as agreed, and for them to uninstall and return the system, so I can get the working system installed.Also, I discovered this week that Aire Serv of Palatine did not apply for the install permit from the Village, in order to comply to building codes they were responsible for performing. The final inspection with the Village was never performed, and I have been told by other **** professionals that there are major code violations, and the current state of this install would not likely pass a final inspection. There are major code violations.I plan to follow up and get these citations documented but have not completed since I just discovered this a day ago This HVAC system was improperly installed and has led to system damage and failure.I am requesting Aire Serve uphold the return policy, uninstall the system as agreed, and provide the refund. 

  Customer Answer

  Date: 08/27/2024

  The complaint is against Aire Serv of Palatine, not Aire Serv of *****************. Please correct, not sure why that other location is showing up.

  The dealer/installer, Aire Serv of Palatine, agreed verbally over the phone to uninstall the **** system, allow me to return for a complete and full refund. The agreement was between myself and Aire Serv, but the distributor, *** ***** intervened, and now they have retracted their agreement to allow me to return the defective and improperly installed **** system.

  I would like them to remove the system immediately, as agreed, because the heat is still not working, going on week 3, and they are preventing me from getting another installer to install a different system per Gurnee IL building codes.

  Thanks.

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

  Business Response

  Date: 09/05/2024

  Mr. ******* did have a furnace, heat pump and heat pump thermostat installed in his home by Aire Serv of Palatine. He reached out to us and inquired about the exact equipment he wanted installed and even provided model numbers to our staff to ensure we ordered and installed the exact system he wanted for his home. On the day of the install, our staff measured the levels for each piece of equipment to ensure they were working as they should be. ONE DAY later Mr. ******* reached out to the owner of ********* stating there was a leak in the heat pump system. The owner shared photos with Mr. ******* to ensure he felt confident that we left his home after the install with testing the equipment in full, and our owner continued to inform Mr. ******* that we could have someone out to his home the next day. Our installer went to his home, located the leak, fixed the leak, put more freon into the system and waited around at the customer's home for a few hours to ensure the system was running properly, all at Aire Servs expense. Mr. ******* had applied for financing to purchase his new HVAC system. The day after the install Mr. ******* reached out to the financing company to place a hold on the funds. He placed a two week hold. After two weeks were up, we received a call from the financing company stating that Mr. ******* requested another two week hold on the funds to be paid to Aire Serv stating his equipment is not functioning. Mr. ******* claims he reached out for an appointment for Aire Serv to service his system, but we have no email record, voice mail or missed call recorded from Mr. ******** A staff member spoke with Mr. ******* on August 8 when he claimed his system still wasnt working, and Aire Serv refused to service him. Aire Serv has since offered multiple days and times that we could come out to inspect the system. Mr. ******* has refused this service and is only asking for Aire Serv to remove the equipment. Aire Serv does have a full satisfaction guarantee but we cannot enforce that guarantee since the customer has not paid for the equipment installed in his home. ********* has offered to inspect the system and with the manufacturer warranties, replace and potentially damaged or ill-functioning parts under warranty for both parts and labor. If a paying customer is still not satisfied with the system, Aire Serv will remove it and install another system at no cost to the customer. Mr. ******* has refused us the ability to replace the system in his home with a new one. The system installed in his home cannot be returned to the manufacturer for a refund. 

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22182315
  
  I am rejecting this response because Aire Serve of Palatine (ASP) has reneged on the agreement for them to uninstall/return this failed **** system, due to the inappropriate install and the inability of ASP to install correctly and correctly service this failed **** system. The heat is still not operating, and I believe it has been in this state since the initial install. There have been two significant system failures within the first two weeks of this improper install.

  There is potentially serious damage to this system based on the incorrect system install that ASP performed. The system was running on low or no refrigerant at all, a result of the failed brazing that ASP improperly performed, resulting in all the refrigerant leaking out of the system. *** does not want to take accountability and responsibility for this failed and problematic **** system install. It's unacceptable

  All the supposed solutions, system exchanges, and desire to service has been made after *** has reneged on the agreement to uninstall/return, which is highly unacceptable and unprofessional.

  ASP should honor the agreement to uninstall/return this failed and problematic system, so I can get the new working **** system installed in my home. I should not have to continue with no heat in my home, and I should not have to accept such unprofessional behavior and improper install.

  Since ASP has reneged on the uninstall/return agreement, I will have the new Dealer/Installer uninstall the current system since ASP has refused and place the system in my garage for 2 weeks for ASP to pick the **** system. If ASP refuses to pick up the uninstalled system from my garage, then I will have the system discarded appropriately.

  Sincerely,
  

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