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:06/10/2025

  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.

  7-month pregnant wife without A/C for 4+ days Called AirTron on Saturday, June, 8th, for a diagnostic exam as the **** system is a new build install and has only been in action for less than 4.5 years. AirTron could not attend the instance of no A/C on Saturday, so Shepherd **** was called to diagnose the issue. ******** **** diagnosed a leak in the coil and stated that since it is less than 5 years old then AirTron should fix the issue due to faulty parts.Come Sunday, AirTron (****) shows up, tells us there is an obvious leak in the same coil as discovered by ********, and tells us a technician will be out first thing on Monday, 6/9, for a resolution. The AirTron employee never showed and we never received a call.Even after speaking to AirTron, they admit the part is under warrantee and is faulty. However, they are trying to collect $3200+ to evaluate the leak and replace the faulty part that is less than 4.5 years old. They showed up on 6/10 and could not 'replicate the same leak' that Shepherd and AirTron originally discovered on 6/8 and 6/9. This then led to AirTron to refusing to fix their faulty system, AND they took the spot cooler out of my 7-month pregnant wife's room - the only room with A/C.

  

  Business Response

  Date: 06/24/2025

  I would like to respond to this and add some clarity.  Mr. ******* does indeed have a component of his air conditioning system that is under MANUFACTURERS WARRANTY, but not labor. The MAN WARR covers only the part(s) needed, but not refrigerant, filter driers, vacuum, torch brazing, nitrogen or labor to install the part. It also does not include the test for the contractor to discover the leak, which requires the system to have refrigerant pressure. Mr. ******* had a system that had no refrigerant, therefore we quoted to do the leak search which includes adding refrigerant. We cannot go by the word of another contractor or individual that says "this is the bad part" when we will be paying for the covered part and then receiving credit once the leak has been confirmed by the factory. Mr. ******* would not yield his screaming over the phone, to myself or at least 6 other ***** for us to explain this to him or to hear that the initial charge for the test and refrigerant would be credited back to the final repair cost. All of this would have been answered if I would have had the opportunity to speak during our conversation. The spot cooler that is referred to, is one that we placed for the homeowner, while they where a customer. We removed our property once the homeowner declined being a customer by refusing repairs at the cost quoted.

  This entire situation could have been resolved or at least explained if I were able to communicate with Mr. ******** but he would not let me speak.

  Please reach out to me with any further questions.

• Initial Complaint

  Date:03/26/2024

  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.

  On 3/19/2024 I phoned Airtron regarding my furnace regarding my service plan. I have been with them for 2 years. The man came out and stayed that the furnace was fixed, the next day I was still experiencing the same problem. I called them back and they sent a different man who told me that I had a carbon dioxide leak that would cost $4000 to repair it. I phoned the fire department, they came out and stated that my furnace was fine . I do not trust them. I have purchased 2 air conditioners from them and now I'm left wandering if I needed to purchase them. I do not trust Airtron. I have spent alot of money with them. I want people to know that we must be aware of the companies that we call to perform a service, not only do people call us we are calling people that we can not trust

  

  Business Response

  Date: 03/28/2024

  On 3/18/24, we ran a no heat call at this residence. Upon arrival, we found that the furnace was heating. We monitored the system for over 30 minutes without issues. Everything evaluated within the furnace, was operating in specs. There was no charge to the customer due to the current service plan.

  
  On 3/19/24, we ran a follow up no heat at this residence.Upon arrival, the technician found the furnace was off on a high limit fault. After resetting this fault, the technician decided to do further testing on the furnace. He found higher than acceptable levels of carbon monoxide in the flue during his combustion analysis testing. These numbers were presented to the customer verbally, in type, and a printed report from the analyzer was given.The potential dangers of these findings were communicated to the customer as well. There was no carbon monoxide found in the home at this time. An option to repair the 20-year-old furnace was given to the homeowner, but it was recommended to replace the furnace due to its age. It is stated in the terms and conditions of the customers contract that parts and labor are covered to replace the heat exchanger if it is currently covered by the *** warranty and it is less than 12 years old. This furnace does not meet these criteria and the terms and conditions were sent to the customer again on 3/27. We offered to quote the customer a price on replacing the furnace, including a discount included with her contract, but both the repair and the quote options were declined by the customer. Again, the customer has not been charged for any work due to their current contract.

  
  Multiple service and retail managers have spoken to the customer, on the phone, since the last service call. The customer has not been accepting of any resolutions offered to date.

  
  

  Customer Answer

  Date: 04/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******************************* ********
  

• Initial Complaint

  Date:01/11/2024

  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.

  On Monday 1/8/2024 I called our local airtron because our upstairs thermostat unit was no longer working. We wanted to confirm if anything was still under warranty, we had previously had this same issue on our downstairs unit - but understandably, that was almost 3 years ago, so we needed to confirm that the cost would be covered. The unit we needed to replace is $130, and it's a simple plug and play unit - so if it wasn't under warranty, we didn't need their services.We called, relayed all of the above information, and the *** told us that it would be just $120 "diagnostic fee" and everything else would be covered under our 10 year parts warranty. We reiterated that we did not need any diagnostic work done, we have had this issue and have diagnosed ourselves by taking the downstairs unit and plugging it into the upstairs unit where it works. She assured us, for a second time, that we would only be responsible for the $120 and "everything else would be covered under our 10 year parts warranty". We again reiterated, the unit is $130 so if there will be any additional fees, we are not interested in their services. For the third time, the *** confirmed that it would be only the $120.We agreed to their services, and paid with our credit card over the phone that day.Today, 1/11/2024, a technician came out to our house, looked at the unit and said it needed to be replaced - and then presented us with a quote for $400+. Apparently it isn't under warranty. They won't give us the part, they require we pay them to install it.That is a vastly different story than what I was repeatedly told - again, we were extremely clear that we did NOT want to pay for something additional that we could do ourselves. In calling customer service to explain the issue, they told me that they NEVER would have told us that everything is covered (which they did, three times) and they would have told us that labor was not covered under our 10 year parts warranty, which they did not disclose.

  

  Business Response

  Date: 01/12/2024

  One of Airtron's main missions is to provide excellent customer service. ******************** called into our business on 1/11/24 and expressed her concerns regarding her experience with Airtron. After collecting all of the information ******************** provided regarding her experience with our company, we quickly investigated the situation. ******************** was called back the same day (1/11/24) and was provided a full refund totaling $119.00. Due to our standard refund process, it was explained that the funds could take **** days to be returned. While we understand that ******************** was displeased with her experience- Airtron did ensure to do all possible to provide a reasonable solution to ************************ requests resulting in a full refund per her request. 

• Initial Complaint

  Date:12/06/2023

  Type:Sales and Advertising 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.

  Airtron installed the **** in our new construction home in 2020. Every winter since we installed this system, the outdoor unit has frozen over. Every time they have come out and replaced a part which solves the issue temporarily but then it just happens again. Today, I noticed, the outdoor unit has frozen over once again. I had a rep from *********** at my home today to discuss the abnormal spikes in electricity and they have confirmed that this is due to the frozen over Airtron outdoor system and its not able to convert air into heat properly causing abnormally night electric bills. I want Airtron to actually replace the faulty outdoor system with a unit that is not faulty and stop putting a band-aid on this issue. This is not from a dirty filter. This should be covered under warranty because Ive had the same problem with this unit from the very first winter you installed it. Replace the entire outdoor unit. Do the right thing and I will resolve this complaint.

  

  Business Response

  Date: 01/08/2024

  Airtron has reviewed the service history, and has been working with the customer to resolve. As of Friday Jan 5, **** there was an offer of resolution that was offered to and accepted by the customer.

  Customer Answer

  Date: 01/16/2024

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  Date:09/25/2023

  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.

  This is a complaint about the Airtron ******************* Plan that I purchase from Airtron Heating and Cooling. I have been an Airtron customer for ten years as I had them install an HV** system in 2013. In 2019 my original extended coverage I purchased since the unit was new was modified to the current ******************* Plan coverage, which I was informed about when I called to schedule my annual maintenance. I signed up with customer service over the phone but was not told of any terms or conditions of this new plan. I never received a link online or hard copy of the terms. No mention was made by customer service of components not covered. During the 2023 maintenance tune up on September 20, the technician stated the ** compressor was failing. I told him I was covered under the ******************* Plan so fix it. He said the compressor is not covered. I called customer service twice, and CS manager, *******, finally called me back today, September 25. She told me the same thing - compressor is not covered. She said it explains that in the terms and conditions. I never received the terms and conditions. Their literature states This plan gives you peace of mind that if anything should ever break down, its covered. No where in any online literature does it mention that there are components that are not covered. The customer service representative never told me in 2019 that there were components not covered, or offered to send/give a copy of the terms and conditions. Their ******************* Plan is very deceptive. I feel the compressor should be replaced since they advertise their plan gives you peace of mind, that if ANYTHING should ever break down, ITS COVERED.

  Customer Answer

  Date: 09/26/2023

  Airtron sent a supervisor today to retest our air conditioning system. He ran detailed tests that proved the system is not faulty. The original diagnosis was incorrect. He also explained terms and conditions of the ******************* and advised where to find the terms and conditions on their website. (Please note I tried to find terms and conditions on my own prior to filing this complaint. It is very well hidden). We reviewed the sales literature for ******************* and the technician agrees it is misleading. He stated he will bring this issue up with his management. 
  

  This complaint has been resolved. Thank you for helping us!

  Customer Answer

  Date: 09/26/2023

  Better Business Bureau:

  Airtron sent a supervisor today to retest our air conditioning system. He ran detailed tests that proved the system is not faulty. The original diagnosis was incorrect. He also explained terms and conditions of the ******************* and advised where to find the terms and conditions on their website. (Please note I tried to find terms and conditions on my own prior to filing this complaint. It is very well hidden). We reviewed the sales literature for ******************* and the technician agrees it is misleading. He stated he will bring this issue up with his management. 
  

  This complaint has been resolved. Thank you for helping us!

• Initial Complaint

  Date:08/25/2023

  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.

  Please ask Airtron to stop posting illegal and fraudulent charges to my **************** Credit Card. Also, please instruct Airtron to refund the $26.70 that they charged to my credit card on August 8, 2023.I called Airtron in July 2023 and spoke with a cantankerous female who hung up the phone on me after refusing to honor my request to stop posting monthly charges to my **************** card. During the phone call, I described my horrific experience with the company and asked her to cancel my home care plan. She refused and hung up the phone. An Airtron technician came to my house to figure out what, if anything, was wrong with my air conditioner. After checking my air conditioner, the technician said it needed a tune-up. Then, he returned to the air conditioner and came back with two more diagnoses (1) a minor repair and (2) a low level of colorant because there could be a hole in the pipeline. I said my home was built in 2018, and the air conditioner was still under warranty. Then, the technician said he would return to the office on Monday to contact Lenox to determine whether my warranty covered a hole in the pipeline. He also said he would send someone out to test my air conditioner because he did not have the proper equipment on his truck. I waited until Tuesday but did not hear from the technician again. After I did not hear from the technician, I called Airtron in Indianapolis, and a female employee said it would cost $400 + to fix the problem. She also said the home care plan would not cover the cost of repairing my air conditioner. I thought something was wrong, especially after the technician changed the diagnosis three times. I called another air conditioning servicing company, and the technician could not find anything wrong with my unit. It has worked well all summer. Therefore, I decided to cancel my Airtron home care plan. Airtron again posted a fraudulent charge to my **************** card on August 9, 2023.

  

  Business Response

  Date: 08/31/2023

  The $26.70 mentioned in the complaint has been refunded. The contract, with automatic monthly payments, has been cancelled. We are sorry for any inconvenience.

  Customer Answer

  Date: 08/31/2023

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  Date:02/24/2023

  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.

  I had a humidifier installed but I figured out that actually never worked cause it was installed in September and when I needed it was not working properly so Airtron came to repair but the technician did not do a good job once he did not know how to repair de humidifier.I need someone to come and repair but Airtron is charging my to come and check what is issue with the humidifier poorly installed by them.So they do a horrible service installing and now they want to charge to came and repair the wrong service they did since the purchase o (F) the humidifier that in fact never worked.I am very frustrated with the level of Servide.Including the customer service responses when I call there. No attention to customers.

  

  Business Response

  Date: 03/09/2023

  
  Airtron contacted this homeowner to schedule an indoor air quality specialist to their home and look at the humidifier. ************** found the solenoid hose plugged with calcium. The calcium was cleaned out and the humidifier was tested system for 20 minutes with no issues. The customer was with the technician and the humidifier was cycled on and off several times with no clogs or problems. The customer was concerned about the solenoid being an issue in the future. The homeowner wanted a quote for the labor to install a new solenoid valve under warranty incase this happens again. A quote was provided for a replacement solenoid. A supervisor from our office left a voicemail to discuss pricing for humidifier and solenoid valve.

  Customer Answer

  Date: 03/10/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is not satisfactory to me. 
  
  I really expected to have the solenoid replaced at no cost once it never worked properly since it was installed by Airtron. The total cost of the humidifier unit was 700 dollars and the quote for solenoid replacement is 480 dollars which makes no sense. By the way, I still had to pay 119 dollars for the visit. So Im case I decide to replace solenoid, it will cost one more visit (119 dollars) + solenoid (480) = 599 dollars.

  at this point makes more sense to buy a new humidifier that will have 1 year warranty, and no cost for installation.

  Airtron is still not being fair on the price for the parts, which in this case should be replaced on warranty.

   

   

   

  Regards,

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

• Initial Complaint

  Date:02/16/2023

  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.

  Beginning October of 2022, my furnace broke. The technicians came out and nobody could tell me what was wrong. They somehow and unbeknownst to them for the furnace working again. This happened many more times from October to present. They refuse to fix the problem. Unsurprisingly, my furnace broke again and now I cant get anybody on the phone. Ive tried multiple different phone numbers. I submitted 3 requests online for them to contact me and nobody is contacting me.

  

  Business Response

  Date: 02/21/2023

  It was explained to the customer that the issue their system is being caused by a control board, that Airtron did not install. There was a national service bulletin, SF-090 for HVAC equipment, that came out on April 7,2022. This bulletin showed that repairs were needed on equipment this customer had in their home. A 3rd party company, not Airtron, was contracted to do the service bulletin repairs. Any issues regarding this repair, are to be directed to the phone number and reference number on a yellow sticker that was placed on the equipment. One of our service supervisors, has even spoken to the customer and directed them to this phone number prior to this escalation. Our records show no prior service performed at this home, by Airtron, prior to the bulletin repairs being made. We are happy to assist and support this homeowner in any way we can outside of the recall repair done by the 3rd party.   
  

• Initial Complaint

  Date:12/18/2022

  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.

  Airtron instralled a new Heating and AC unit on 6/24/22, when working with the sales consultant we were promised a rebate of at least $400 from *********** and ****************** which would be filed by Airtron on our behalf. I have contacted Airtron several times to correct this issue and have contacted the sales consulant as instructed by Airtron office. Neither will return my calls, answer my emails, texts or any other form of contact. They have refused to settle the issue and I have not recieved the rebates. They never provided a detailed invoice for me to be able to contact Duke and CenterPoint myself and they refuse to provide a detailed invoice.

  

  Business Response

  Date: 12/30/2022

  This was an oversight on our end. The manager in that department has reached out to the homeowner left a voicemail.

  Customer Answer

  Date: 01/04/2023

  Better Business Bureau:

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

  Regards,

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