Complaints

This profile includes complaints for Southern Air, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Southern Air, LLC

  1974 Monroe Hwy Pineville, LA 71360

  
• 

  Air Tech of Conroe, LLC

  12577 Highway 105 W Conroe, TX 77304-4375

  
• 

  Air Tech of Katy, LLC

  5614 Franz Rd # B Katy, TX 77493-1619

  
• 

  Foulks Southern Air

  69451 Highway 59 Ste A Abita Springs, LA 70420-3132

  
• 

  Southern Air, LLC

  11999 Industriplex Blvd Baton Rouge, LA 70809-5133

  

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:07/29/2025

  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.

  The company (A#1 Air located in Lewisville, Tx) install a new air-conditioning for us. We were told that it would be a Daikin 16 SEER. After install installation group were advised by the installer that it was different manufacturer. Looking at it further, it was a different SEER rating as well. I explained that to the installer and he said that he would have the manager contact me to explain. I never received a reply call. Supposedly turned in a survey, asking for a call and pointing out the complaint. After not receiving a call back, I reached out to the company directly no less than six times over the last several months. Each time I was told the manager would need to speak to me, but he each time I called he was either at the office, on vacation or away from his desk. I was promised that he would call back each time I called, but I never received a call back. At first, I thought there may be an innocent explanation. But now I am beginning to believe that there was more to this given the lack of response. I have used this company for another AC unit and additional work outside of air conditioning. I have spent a lot of money with this company, so I was very disappointed in the Customer service for this matter.

  Business Response

  Date: 07/29/2025

  Hi *****.  We have looked into this and here is your AHRI certificate.  The combined SEER rating of your indoor and outdoor unit does in fact come to 16 SEER.  We did give you a phone call today and look forward to speaking with you if you have any questions regarding your new install.

  Customer Answer

  Date: 07/29/2025

  
  
  Complaint: ********
  
  
  What was sent was helpful. While my only option in reply was to reject the response, but this message is not intended to be a rejection.  I still would really appreciate a call from the company.  They called me today and left a voice mail saying that they are reviewing my complaint and would contact me re a response.  I thought they would give me a call back but the BBB message indicates that I should call the company.  So not clear if I was getting a call?

  It is good to hear about the SEER rating.  That is important. When I spoke with the company installer at the time this was installed, he was the one who mentioned the change in the manufacturer and different SEER rating.  I tried looking up the until actually installed and it seemed to support what the installer was saying.  Anyway, it seems he was mistaken about the rating, which is good to know and important to me.  As mentioned, I would still like to speak with the company re what the change in the manufacturer meant and why changed.  

  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 07/30/2025

  Hi *****.  Thank you for taking the time to speak with me today.  I am glad I was able to answer your questions regarding your new system.  If you have any questions, feel free to reach out and ask for me (*****) or ******** in customer relations and we will be happy to assist.  Also, I sent you an email for your records saying that we have added 2 years of membership to all 3 of your units. 

  Customer Answer

  Date: 07/30/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:07/18/2025

  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 purchased an air conditioning unit from this company about 3 + years back and I called and asked the company to provide maintenance on this unit as it is still under the 10 year warranty that is still active, I have water leaking from the unit base inside my home , saturating my floors and walls, the water is also pooling in my floor vents and is causing unwanted bugs, Nats, etc...this is posing a serious health issue having stagnant water hanging around my home as I have small children , one is immunocompromised and has a heart condition. I have spoken with the general manager and they refuse to send out anyone to provide maintenance to this issue. They are telling me I must finish out my payments in full before they will provide service but this has already been placed on my credit report and affecting my credit as a present debt collection . I am highly frustrated and this does not appease me .

  Business Response

  Date: 07/23/2025

  We refused service to this customer due to the system that was installed not being paid in full. We have recieved less than half of the amount due. They were sent to collections, but no payment has been recieved through the collections agency either. We would be more than happy to provide service as soon as the past due amount for the installed system is paid in full. 

  Customer Answer

  Date: 07/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am rejecting this response because: To whom it may concern, you may verify the records of the exact date with the company but they came out almost a month and a half ago to look at this ongoing issue and the service man ignored the stagnant water in the vents and the same issues of the leaking inside the home that was already present . His only suggestion was to change the air filter which is already a task being performed monthly.  I have called back on recorded lines and spoken with **** several times who hosts not any compassion about this situation, extremely rude , and uncomfortably unprofessional. Its never been a suggestion of me paying for the service fee to come out and complete the work or me speaking to any other member of management who actually cares to conduct business properly. In reference to the past due balance, at this point this not about the buy and sell, that happened years ago. As a professional company, YOU SHOULD HONOR THE WARRANTY , there is nothing stated in any clause or paperwork that I have about an agreement of a payment must be at full satisfactory for the warranty to continue to be rendered and it is a 10 year warranty. You just never feel as a customer that people like this can actually truly care or be trusted to provide care to people when they respond in this manner.  I am going to attach pictures and videos because this ****er is extremely important and must be handled, MY 3 year old DAUGHTER HAS HAD 2 CARDIAC ARREST, AND IS IMMUNOCOMPROMISED,  SHE CANT AFFORD TO GET SICK OR HAVE ANY ALTERATIONS IN HER heart  HEALTH AND CANNOT AFFORD TO BE IN A HOME WHERE THE AIR QUALITY AND ENVIRONMENT IS BEING COMPROMISED TO DO NEGLIGENCE AND REFUSAL OF THIS COMPANY TO PUT FORTH THEIR DUTY . THEY PLACE A SITICKER IN YOUR HOME TELLING YOU THAT ONLY CHANNEL CAN SERVICE YOUR A/C WHEN YOU HAVE AN ISSUE BUT REFUSE TO COME DUE TO A BALANCE??  I AM SUCTIONING 40 LITERS OF WATER OUT MY VENT DAILY BECAUSE EVERYTIME YOU RUN THE AIR CONDITIONING , THEN THE WATER POOLS IN THE FLOOR VENTS AND CONSTANTLY KILLING BUGS,NATS, ROACHES,ETC. My walls and floor boards around the area where the base of the unit sits in the home is being consistently filled with moisture, and water  and becoming worn down and softened due to this unhandled ****er and that can turn into MOLD. My daughter cannot afford to be back in the ICU and my son or any other members of our home doesn't deserve to start having unwanted health issues because of this NEGLIGENCE .THIS COMPANY NEEDS TO BE HELD ACCOUNTABLE FOR THE TERMS AND PROMISES THEY SET FORTH WHEN YOU PROVIDED THIS PRODUCT. I forgot to include where they responded On Google promising to come to a resolution and then when I called I received the same verbal response as this written one you sent my way. Attachments added

  
  Sincerely,
  
  Mike Robinson

  Business Response

  Date: 07/24/2025

  The system we installed 3/19/2021 came with a 1 year labor warranty that is provided by our company. The warranty that is left is the manufacture warranty that is provided by the manufacturer of the equipment and can be claimed by any licensed company willing to work on your system. As of right now, our company cannot provided anymore service until the due amount for the install is paid in full. 

• Initial Complaint

  Date:07/14/2025

  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.

  During a repair, an employee told me about a service this company provides. He explained it as a monthly rate of $30 to have my hvac units cleaned and inspected every 6 months, with a 20% discount on repairs. If I signed up for the service, I would receive a 20% discount to the repairs that day. The discounted amount was around $60. After 5 months of paying for the service, I began looking into other companies rates for service and found I had paid a much higher price. When I called to cancel the service, I was told it was a 1 year contract. The employee had never mentioned a 1 year contract when telling me about the service.

  Business Response

  Date: 07/23/2025

  Mrs. ********* was presented with and given time to read our Shield Membership Agreement (see attached documents).  Although she signed the agreement acknowledging she understood the terms, Southern Air of Ruston, LLC will release her from the remaining terms of the agreement.  We have cancelled the  agreement in our system as of 7/23/2025.  

  Customer Answer

  Date: 07/24/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:07/09/2025

  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.

  We hired Southern Air of Louisiana to come and replace an air conditioning line. They completed the work on 06/13/25. We noticed that there was water and requested they return. They returned on 06/26/25. They said it was not their work and thought it might be the stack. They said for $ that they could use a camera. They were supposed to return on 06/27/25. They did not show up until 06/30/25. They showed up before the appointment time and ran the camera. They called and said it was not a crack in the pipe and that they decided it was the toliet. Before they came I had scrubbed the floors and there was no water so I did not think it was the toliet. When I arrived there was water standing. The plumber returned and cut into the sheetrock showing a leak down the pipe. He went back to the attic and came back and said they did not tie incorrectly to the stack and it was their fault and they would make it right. Water had been leaking slowly in my home. I requested professional remediation and they refused. They refused to provide their insurance company. They cut 2 small holes and remediation consisted of a box fan. I have had to hire remediation and they refuse to pay although they admit fault. I would like to be reimbursed for repairs to my home. I would like an appology and respect. They smiled and said they would make it right and then refused. I have documented moisture in the affected area and have complete pictures of everything and videos. I would like their insurance information and would like for them to reimburse me for repairs.

  Customer Answer

  Date: 07/09/2025

  *** ******* ******* ****
  Week of 06/10/25 through 06/11/25, I scrubbed the floors in preparation to sell the home. NO water noted in any areas. 
  06/12/25  Made an appointment for Southern Air to come and rerun a pipe from the ac unit to the stack.  It was not a repair but just providing good maintenance in preparation for selling the home. 
  06/13/25 Southern Air came and completed the request. ****** ***** was the plumber.  Work competed. Paid $1,294.00 for the work.
  06/26/25: Noticed water and a smell.  Contacted Southern Air and requested the to return.  They returned and stated after looking in the attic, that it was not their work.  That we could pay for a camera to go down into the pipe to see if the pipe cracked.  We agreed and they were to come on 06/27/25. They had no additional recommendations.
  Paid $250.00 for them to come out again. 
  06/27/25 They did not show up and rescheduled for Monday.
  06/30/25: They came earlier than the appointment. Homeowner was not present.  They ran the camera and said there was no crack.  They said they thought it was the toilet and reseated it. When I shared there was no water prior as I had sat on the floor and scrubbed the floors in all of the rooms. They insisted that it was the toilet.  They left before I arrived.
  I paid $491.13 for camera.
  I (***** *****) arrived about 2 hours later.  There was water in the corner of the hall, bedroom closet, and wall.  I called and requested immediate return.
  He returned and said he needed to cut into the sheetrock.  When he did there was water running in a stream outside of the pipe.  He went back into the attic and shared that they did not tie into the pipe correctly and it was their fault, and they would make it right.  He then stated that they could not repair until Wednesday (2 days away).  He left and I called and requested the manager and someone meet me first thing in the morning to start the repair. 
  I went and bought a moisture meter and took measurements and cleaned up what I could. 
  07/01/25: They arrived and repaired the damage.  The manager(******* *******) said they would make it right.  He cut 2 small pieces of sheetrock out.  I requested a dehumidifier, and proper remediation. He refused and left to get fans. 
  When he left, I began to clean up water (he did not).  The floor literally peeled up.  I took up the worst of it and have pictures of how wet it was.   He returned with 2 blower fans and a box fan.  I again requested remediation.  He refused.  Said they could handle it in house however he left insulation in a wall that was wet, did not cut out the amount of damaged wet sheetrock and did not touch the floors.  I took additional moisture measurements.  I called and requested the general manager.  They returned my call and came the next day.  
  07/02/25 Mr. ******* and Mr. ***** ****** introduced himself.  He promised to make it right. As we walked through the area, he touched the sheetrock and said its drying.  He did not have a meter nor any measurement for moisture. I requested remediation and he said he would not pay for remediation. He did not feel we needed anything else removed and that they could “wipe the floors off and reglue”.  They were discolored and smelled. I shared the remediation person was coming at 4:30 and I was happy to share results.  He said remediation found extra things and he was not paying for it, although he did not appear to understand water remediation at all and best practice.  
  Remediation company came, recommended removal and proper cleaning.  He gathered data to send to Southern Air.
  07/03/25: The remediation company sent a summary with initial findings, and I forwarded it to Southern Air with request for their insurance information and for them to pay for remediation and restoration.  All I wanted was my house restored correctly to not make anyone sick.  They replied they would not provide insurance information nor would they cover the cost. They insisted that they could fix inhouse and the items listed did not include all of the damage.
  

  Business Response

  Date: 07/16/2025

  We have reached out to customer requesting some additional details and pictures from the remediation company.  As soon as those are received, we can move forward with next steps to make sure this customer's issues are handled properly.

• Initial Complaint

  Date:07/08/2025

  Type:Order 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 have a contract with John Wayne, AC. I feel it was extremely misrepresented. I purchased an AC unit from them exactly to the month five years ago. They have serviced it regularly . But about Pushing air. I thought that it was still under warranty, it's only five years old! They proceed to explain to me that they have no their units however because I have a monthly plan I pay for, but I would get 20% off of any work done today.! What?? The young man that came was extremely polite, professional, and and he explained everything clearly employees have always been exceptional, however, I guess it's Mr. *** ******* the owner that I have a problem with. And I sent him an email, but I have not heard from anyone. I would expect, that someone who sold me an AC unit five years ago stand behind the product that they and not try to get more money out of their customers. The options that were offered to me from $513 to over $2000. I was also informed that I had been using the wrong filter, and that was because at the very first Maintenance visit of my unit, I was offered the filter at over $100! However, the technician was very kind and told me I could just go to Home Depot and buy the 25 x 16 x 4" for about 30 bucks and that's what I've been doing every year. But now, this technician was telling me that was incorrect and that unless they installed the filter whatever work they did now would not be under the warranty. I'm disabled, I live on Social Security, and I'm barely able to keep up the monthly payment on my contract and now they're telling me I have to come up with at least another $500! What do people like supposed to do? I have been without air-conditioning for five days, yes I called them 5 days before now it was 88 degrees in my home and I felt ill physically. I had to take out a loan. Don't trust them.

  Business Response

  Date: 07/31/2025

  We are truly sorry to hear that Mrs. ********* was dissatisfied with her recent service experience. We value her as a long-time customer and appreciate the opportunity to clarify the situation.
  

  Mrs. ********* purchased her system from us in May 2020, which included the manufacturer’s standard parts warranty and a one-year extended labor warranty from Jon Wayne. She also enrolled in our membership program, which provides priority scheduling, annual maintenance, no service call fees, and a 20% discount on repairs and consumables such as filters.
  

  In May 2025, she called because her system was not cooling. Our technician diagnosed a failed capacitor, a normal wear-and-tear part that occasionally requires replacement. The system’s filter was also due for replacement. We provided an estimate for both services at $513, with the filter being optional but recommended.
  

  Mrs. ********* had previously chosen to supply and install her own filters, which is always an option, though it does place responsibility for correct size and installation on the homeowner. She authorized us to complete both repairs, and as a gesture of goodwill we applied a $150 courtesy discount, bringing her total to $363.
  

  We understand unexpected repairs can be stressful, especially during extreme temperatures. Our goal is always to provide clear information and fair solutions so our customers can make informed choices. We welcome the opportunity to discuss any remaining concerns directly. We are pleased to note that her system is now operating properly and cooling her home as intended.

  
  Jon Wayne Service Company
  Customer Care Team

• Initial Complaint

  Date:06/30/2025

  Type:Product 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.

  On June 23rd a technician from Air Tech of Houston (****) came to provide service as the AC was not cooling the house properly and we had just signed up for a maintence plan with the company..When he got here he listened to my concern that the house was hot and went outside to look at the AC unit. He came in and ran charts numbers and figures and said he could not do anything for us as the unit was too small for the house and we needed a new 30K system. He did not go upstairs and look at the remainder of the system and did not check the level of freon. He offered no solution other than buying this very expensive new system. We have just moved here and called the HOA who told us about a company that installed the units and services most of the units in the hoa. We called them. They found a freon leak, determined there was only 2 lbs in the system and provide 3 more and suggested that we could repair the leak or look at some other options. The costs for the options ranges from $6K to $15k for an entirely new system. We opted for the new system as the coolant is changing and we wanted to change out from a freon based system. However, the option of fixing the leak was also presented. I called Air Tech and asked to cancel my plan and refund the month I paid as there was no service. I was told that it was a full year plan and I would have to pay for the plan and there was no further follow up. They have not provided anything, they wanted to overcharge for a system, they did not notice the low freon, they did not check for a leak. The techs are commission based and up sell.

  Business Response

  Date: 07/08/2025

  We have refunded the amount paid and canceled the membership. 

  Customer Answer

  Date: 07/08/2025

  
  
  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. I need to see verification of the return and amount via email. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:06/24/2025

  Type:Product 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, June 2, 2025, I called Jon Wayne because our AC was not running properly. On Tuesday, June 3, 2025, HVAC Tech Mr. ********* *********** arrived around 12:00 noon. After several hours, he told us that our metering system was not working properly. He said he could repair it, but since our current Heat Pump/AC system is 13 years, that he could not guarantee that something else could go wrong. He gave us some options and we decided to install a new system. He did require us to pay for the new system and installation "before" he would have the work done. A company the size of Jon Wayne, and being in business for quite some time, I was surprised that we had to pay in advance. We wrote the check for $15,970 (attached). On Wednesday, June 4, 2025, ***** and ****** arrived to install our new system. It took them about 5 hours, which was fine. During the installation, I heard a loud scratching noise but I don't like to micro manage so I ignored it. After they left, we looked at our new system, and we were shocked to see that they cut a 20"x20" hole in our oak paneling, attached a "White" register over the hole.
  A White Register over oak paneling looks like crap. Nothing was said about that being necessary, until after it was done! After calming down for a day, I called and talked to ********? and told her that we do not want the White Register, that we wanted a Brown Register, an owners manual for the new system, and that there is a difference of $678.00 between the check we wrote and the invoice (attached). She said she would get on that. After zero action from Joh Wayne for over a week, I called and talked to *****, and she said a tech will be out on June 17, 2025, between 12:00noon-4:00pm. No call, no show, and ***** called and said that they can come around 5:00pm or reschedule. I told her that I wanted to be first, not last. The tech arrived at 8:45am on the 18th of June. I don't have enough characters left to continue. The tech was useless!

  Customer Answer

  Date: 06/24/2025

  When the Tech arrived, he did not have the Brown Register nor an Owner's Manual for the system, that he was here only to measure the Register and get the model of the system so he could order both!? He should have already had the information because he works at the same place. To me, this was just another delay tactic. Effective communication is not one of Jon Wayne's staff's prowess. Jon Waye installed my first replacement system in 2012, and the unit they installed was extremely loud, like a freight train. They took that unit out and replaced it with a much quieter unit. We asked Mr. *********** if this system is quiet, and he stated yes. It is not quiet, but we will tolerate it because I don't want another system installed. In summation we were shocked at the price of the system, as all other Brand name systems cost anywhere from 8$8,000 to $12,000, including this one. If we do not get a refund, then we will just take our business elsewhere. Thank, you.

  Sincerely,

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

  Business Response

  Date: 06/25/2025

  Dear Mr. *******,

  Thank you for taking the time to share your feedback. I want to sincerely apologize for the inconvenience and frustration you experienced during your recent service visit. Your concerns are absolutely valid, and I appreciate the opportunity to speak with you personally to begin addressing them.

  As discussed, I will remain in direct contact with you to ensure that the brown register grill is replaced promptly and to your satisfaction. I will also make sure the manual is delivered to you as soon as possible. In addition, I am currently reviewing the pricing discrepancy on the invoice and will follow up with a detailed explanation. Please know that your satisfaction is important to us.

  Thank you again for your continued patience, and for the opportunity to address these concerns. If there is anything further I can do in the meantime, please don’t hesitate to reach out.

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

  
  

• Initial Complaint

  Date:06/19/2025

  Type:Billing 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 business did not live up to it's membership agreement with me as promised.
  
  I have attempted 4 times to contact *****, the general manager and all 4 times my phone call was not returned.

  Business Response

  Date: 07/09/2025

  Reached out to this customer and had a very pleasant conversation. We have refunded this customer in full for their membership fees. I also explained that the previous General Manager was no longer with us. In conclusion, this customer was pleased with our call and solution. We look forward doing business in the future.

• Initial Complaint

  Date:06/16/2025

  Type:Product 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.

  06/14/2025 - I purchased a new HVAC System from A - 1 Air & Electrical last year for 12,700.00. The unit has warranty, parts and labor. Friday 6/13/25 we returned home and found the house at 89*F,
  The thermostat had gone bad within 1 year of installment. I called A-1 Air and explained the problem, said they'd be out late Saturday evening to check problem, I said Mam, its 89* F, we cant cook for 2 days, I called Airco, they came out late Friday and fixed our problem cooled off within a couple hours, I paid them a total of $715.00 to replace the A-1 Air thermostat. Their service tech showed up Saturday 6:00pm or so, I gave him the defect thermostat and a copy of the bill to Airco for $715.00 I paid, and ask him to have his Boss contact for my money back.

  Business Response

  Date: 06/16/2025

  Mr* ******** thank you for taking time out to speak with us today and go over all concerns. I'm glad we were able to come to amicable solution. Your reimbursement of $462 will be issued in a form of a check and it will be mailed out tomorrow. Please do not hesitate to reach back out if you have any further questions or concerns.

• 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.

  I hired A#1 Air in 2023 to replace the A/C unit in my rental house at **** ****** *** **** ***** ** *****. Since then I had had another A/C company perform the maintenance on the A/C unit every 6 months, and on May 16 their tech checked the unit and noticed the unit isn't blowing cold air anymore into the house and detected a leak in the unit (please see the attached picture). He said that the coil would need to be replaced and offered to arrange a service, telling me it would take about 1 week to get the part. I declined since the unit is under the warranty and decided to contact A#1 Air which installed the unit. Called them on May 19 and they sent a tech on the same day to inspect the unit. The tech told me that parts and labor are covered for 10 years under the warranty, I would have to pay for the cost of refrigerant gas R401A (please see the attached receipt). The tech told me that he will submit a part order and they will call me to arrange a service when the part arrives. I waited for 2 weeks, no updates from the company whatsoever, so I called them twice (starting with June 2 called ************) and the person on the phone would put me on hold while he was contacting the part department, then tell me that someone from the parts department would call me back (nobody ever called me back). Frustrated with their lack of updates I called their customer service (************ on June 4) and told them that I will complain to BBB about their poor customer service. Someone called me later and told me that the part is available (I really doubted it, how is the part suddenly available now) and scheduled a service for June 9 to replace the part. On June 9 the their tech showed up to perform the service and called me to let me know that the part they received is not the right fit and they will contact the manufacturer about it. I knew they never had the right part, they showed up just to deceive me since I told them I would contact the BBB. The company is a total scam.

  Business Response

  Date: 06/09/2025

  Hello *****  Thank you for taking my call this afternoon and we are working on a solution for you.  

  Customer Answer

  Date: 06/16/2025

  
  
  Complaint: ********
  I am rejecting this response because: today is June 16 (June 19 will be a full month since the part was supposedly ordered) and the part is still not available. I've made a call today to their Customer Service line (972-242-4800) and the same thing as with previous calls: I speak to someone in Customer Service, explain that I have been waiting for a part close to a month, they put me on hold while they contact the Parts dep't, then they tell me that someone from the parts dep't will call me, nobody ever does. Ultimately it doesn't matter whether someone from the Parts dep't calls me or no, they will just repeat what I have already heard (the part has been ordered, just be patient), but it shows a lack of customer service. What really matters is that a nearly month later the A/C unit hasn't been fixed (when they showed up with the 'wrong' part on June 9, their tech supposedly pumped more gas into the A/C unit to make the house livable for my tenants, but that is not the full repair that I have been expecting since May 19, it is only a 'band aid' solution). At this point it has started to seem that the company will never receive the part. Also, what kind of a company installs A/C units that are this notoriously difficult to get the parts for? The answer is a company that only cares about its' profits and with a zero concern about the consumer. 
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 06/18/2025

  Hello ****.  Thank you for taking the time to speak with ***** from customer relations.  Per our conversation, we will be coming out this Friday to do replace the condenser to get your tenants taken care of.  If you need anything else, feel free to reach out to ***** from customer relations at 972-242-4800.  

  Customer Answer

  Date: 06/23/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** *******