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:07/03/2025

  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.

  Was told needed new outdoor AC unit and all duct work replaced

  

  Business Response

  Date: 07/21/2025

  We sincerely apologize that the customers experience did not meet expectations. At Academy, we are committed to providing exceptional service, and weve been working directly with the customer to resolve the issue. A refund of the agreed amount is being issued as part of our resolution efforts.

• Initial Complaint

  Date:03/06/2025

  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 hired this company and paid them to fix my heating and they never completed the job. They said they were waiting on a part but it never came in and now I have to hire someone else to finish the job.

  

  Business Response

  Date: 04/07/2025

  We sincerely apologize for the delay in obtaining the necessary part for your repair. We understand how frustrating this experience may have been and appreciate your patience.
  Please note that we have already issued a refund for the part that was not received, along with the trip charge from the initial visit. We value our customers and strive to resolve any issues as quickly and fairly as possible.
  If you have any further questions or concerns, please dont hesitate to reach out. We're here to help and ensure your satisfaction.

• Initial Complaint

  Date:01/07/2025

  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.

  November 11, 2024, Academy Air arrived to replace my **** system in my home, amount paid $12,475.42. According to the salesperson that came to my home the **** system I selected was eligible for a rebate ($550). I called the office a couple of times asking about the rebate, I was told someone by the name of ***** was going to submit the rebate. I always get the run-around when I call. ***** is never available and never returns my calls. I even contacted the salesperson that sold me the **** system about the rebate. I called the salesperson on November 30, 2024, December 5, 2024, and on December 13, 2024. Each time the salesperson stated again, ***** will take care of the rebate. I also called the office *************) in December 2024, called again today, January 7, 2025. As of today, January 7, 2025, I'm still asking questions, waiting for ***** to return my call and waiting for the advertised rebate. And again, today ***** was not available to speak with me about the rebate. Academy Air where is the rebate, and will I receive the rebate?

  

  Business Response

  Date: 02/06/2025

  Thank you for sending this over. We have contacted this customer and refunded $550 for the rebate. It is coming in two checks, one for $500 and one for $50. She should have by early next week if she doesnt have already.

   

  Do we have any other outstanding reviews?

   

  Thank you,

  ******

  Customer Answer

  Date: 02/07/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a technician fro Academy Air coming today for AC maintenance. The ** was working fine. He broke it at an appointment. First he said that the transformer got fired after he turned a power off and back on. He replaced it to the new one. Then he said that it isn't an issue but the issue is in the electric panel. I told him it was recently checked. I don't think so. He left me with no air in the house during a heat. My AC is not working. They scheduled for electrician to come tomorrow without accommodation of any of my needs like I have to go to work too. His manager **** whom I called to talk twice ignored me and never called back to talk. I have to loose job hours to meet electrician and it may not even solve a problem. While I was talking to him he was recoding on his phone. He said "So, you said it wasn't working.." meaning my AC. I said it worked fine. The downstairs if cold. I need to clean air ducts for upstairs. So, in this heat I was left to die with no air in my place as they apparently didn't think about my heart issues and didn't consider it an emergency to come this evening. It is the most horrible ignorant company which comes and breaks your stuff. I need to get my AC back to the working condition if I can survive in this weather without going in the hospital. Their phone is ************

  

  Business Response

  Date: 10/21/2024

  We have reached out to the client and she has stated she wants nothing from us. we have never charged her anything. 

• Initial Complaint

  Date:08/19/2024

  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.

  **Narrative for BBB Complaint:**In May of 2023, I contracted Academy Air to perform a full installation of a ********** heat pump ($24,724) and a steam humidifier ($2,807). Despite the significant investment, Academy Air has failed to fulfill their contractual obligations, particularly concerning the steam humidifier.After the initial installation, Academy Air was called back in early June 2024 to complete the job. However, the installer, *********************, was unable to turn on the humidifier due to missing parts. Since then, there has been no further effort from Academy Air to complete the installation, leaving the humidifier system inoperable.I have made multiple attempts to resolve this issue by reaching out to the seller, ***********************, and the installer, *********************, on July 16, 22, and 26, yet received no response. Additionally, I contacted Academy Airs dispatch team through their online form and by phone on August 13, only to be met with the same lack of response.This persistent neglect and refusal to communicate not only demonstrate a clear disregard for customer ********************** but also represent a blatant failure to honor the commitments made in our agreement. I demand that Academy Air take immediate action to fulfill their contractual obligation by completing the installation and ensuring the steam humidifier is fully operational. This is my final attempt to seek resolution through amicable means before pursuing legal action.

  

  Business Response

  Date: 09/09/2024

  We have called the client and have booked a follow up appointment to go out and address the complaint in person and fix what is necessary 

  Customer Answer

  Date: 09/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22164305. 
  

  The business has taken the necessary steps to resolve the complaint and find that this resolution is satisfactory to me.

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

• Initial Complaint

  Date:07/01/2024

  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.

  A plumber came out to discuss me getting a water softener on May 6th, I was charged $450.00 for someone to come back out and do the repairs after 3 weeks went by, no one came out, I called to cancel and requested a refund. I was informed that it would be forwarded over to the person who handles their refunds. I haven&#**;t received a response back yet.

  

  Business Response

  Date: 09/09/2024

  Refund was mailed on 7/2/24 for full amount 

• Initial Complaint

  Date:06/26/2024

  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 January 20, 2022, purchased a new HVAC system (furnace and A/C) from Academy Air for $14,000, financing $13,439.00. Since that purchase and installation, the air compressor for the A/C has broken down twice. Academy diagnosed the first break down that occurred in 2023 and found that there was an unspecified wiring issue that needed to be resolved and that the compressor was losing coolant. Academy claimed to rectify the issue and had the system functioning correctly. The second breakdown occurred on 06/24/24 and after having the system diagnosed pre-maintenance by a competitor (*********************) on 06/26/24, found that there continues to be a wiring issue, the blower was not set to functional speeds and that the system has been overcharged with coolant, causing pressure issues that might have induced the breakdown. Academy Air was the last company to perform maintenance on the unit until this recent discovery.Academy Air also installed a garbage disposal for ****** on 09/08/2021 and incorrectly wired the unit, which was discovered by a home inspector during an occupational permit inspection. It was required post-inspection that all the wiring under the kitchen sink had to be removed and updated to match GFCI code, which Academy had not informed me when performing the work. An occupational permit was denied until the work was completed.Due to poor work performance and incorrect installations, Academy Air has costed me more than $2,000 in continued work to rectify their mistakes, as charged by a competitor. I have attempted multiple times to communicate with Academy and they continue to provide lack luster solutions and have proven themselves unable to remedy mistakes they committed. I have no trust in the company to make things right and have chosen to file this report as such.

  Customer Answer

  Date: 07/01/2024

  Attached notes from *************************, the third party contractor that conducted corrections and repairs to the system. Academy Air sold me the ******* A/C compressor with promises that it was a 2-stage HE unit. ******** has discovered the unit is not a 2-stage and was incorrectly wired as a 2-stage, contributing to the performance issues in the primary complaint. Last year, Academy Air stated the reason the unit was struggling to cool my home was because it wasn't sufficiently charged with coolant. ******** has found that Academy put in a pound of excess coolant, which was also contributing to the system struggling and not performing correctly. This document reinforces the claim that Academy practiced deceptive tactics and my desire for money back.

   

  

  Business Response

  Date: 07/26/2024

  I am reviewing this complaint with my install and service managers to determine if errors existed in installation of the equipment. We are also reviewing the provided competitor company's technician evaluation to help determine the issue. We will offer a refund for a portion of the installation of the **** system based on this assessment. We will also review the apparent issues with the wiring under the client's sink and determine if a refund is appropriate for this situation too.

  The client has been contacted by email to inform them that their case is under review and that I will have a response for them next week to resolve the issue.

   

  Customer Answer

  Date: 07/30/2024

  Academy Air has contacted me via email and confirmed they are reviewing their files. Currently awaiting a follow-up from Academy Air. Requesting this case remain open until resolution.

  Customer Answer

  Date: 08/04/2024

  Complaint: 21904656
  
  I have reviewed the business' response and am rejecting it because:
  
  ***** *****, the General Manager reached out nine days ago on Friday July 26, stating he would follow-up the next week. It has been more than a full business week and I have not received additional coorespondence. At this point, I have lost patience and believe Academy Air will continue dishonest business practices. It is my sincere concern that this company will continue to utilize dishonest business practices, victimizing first-time home owners and parties lacking knowledge, in order to maximize profits at the expense of the clientele. Attached to this response is a screenshot of the email message from ***** *****, for transparency.
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 08/29/2024

  There was a typo in my phone number to be reached at. The correct phone number is **************. I apologize for the miscommunication and request that when possible, please contact me. I am off work on Wednesdays and Thursdays and would best be reached on those days.

  Thank you,

  **** ******
  

  

  Business Response

  Date: 09/09/2024

  Frustration ******** refund will be submitted once we speak with the client 

  Customer Answer

  Date: 09/12/2024

  Academy Air called on Tuesday, 09/10 and hung up on me when I answered the phone. They called back a second time same day when I was unavailable and did not leave a message or a call back number. I responded the next day by calling their main line and requesting a call back. Was informed an employee by the name of ****** was supposed to call me and would like to schedule a good time to call, I offered my phone number and offered to be available all day on Wednesday 09/11 and was informed I would be called sometime then. Was not called back on 9/11 and I called Academy near 3P CST, to check on the status of their reaching out. I was forwarded to the voicemail of an different employee other ******, and left a message requesting a call back.

  Feeling confident Academy Air is continuing to give me the run-around. Requesting to keep this case open for a business week to formally decide whether to accept or reject their recent response in regards to awaiting to communicate with me.
  

  Customer Answer

  Date: 09/18/2024

  Complaint: 21904656
  
  I have reviewed the business' response and am rejecting it because:
  

  Academy Air has not returned my calls requesting a follow-up to communicate. In good faith I have called multiple times and attempted contact to the best of my ability, including leaving messages with a call-back number. At this point, it is evident they do not intend to reach out and I am regretfully rejecting their response as being misleading and in poor practice.
  
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 10/21/2024

  Academy Air recently responded to my attempts to contact them. We have settled on a partial refund, for half of what I paid. I offered this settlement, in consideration of fairness, given that I continue to use the **** system, albeit being half of what was originally promised. Academy Air has issued a check and it is currently pending being cleared at my financial institution. Once the check has cleared, I will inform BBB, so that their mediation can be considered case closed.

  Thank you,

  **** F.R. ******
  

• Initial Complaint

  Date:06/15/2024

  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.

  Seven years ago we bought a full heating and ** unit from Academy Air. It has been a nightmare of epic proportions since then. I dont know if they gave us an under powered ac, but our upstairs never seems to be as cool as the main floor, and we are only shooting for a temperature of 71. The ** unit also seems to have broken down at least once a year almost every year. It always seems to fail on a weekend or holiday so we always have to pay an emergency fee for them to come out even though it is under warranty. Either a year or two years ago, when the ** broke again, the technician noticed that some of the ** was installed incorrectly and that could account for some of our previous breakdowns. Also, the service with Academy Air is terrible. Lot of luck getting them to come out in a timely manner. It takes forever for them to have available appointments to come out and then if you need a new part it takes several days for that to come in, so I hope people like not having ** on the hottest days of the year for a week. I have two young children in the home and one of the previous incidents, we had to take my son to the ** due to heat exhaustion. Also, dont expect to be able to talk to a manager on a weekend, because even though they have people working, they dont have any managers available. I wish we had never even heard of Academy Air.

  Customer Answer

  Date: 08/12/2024

  They have fixed the unit so that it is finally working properly, and they promised us a refund for two of the service calls/repairs which would be over $1100. As of today we still have not received the refund. I just contacted them about it, and they don't have that refund offer on file so they are going to have a manager contact me tomorrow. So my complaint with them has not been fully resolved as of yet.

  

  Business Response

  Date: 09/09/2024

  Refund was submitted on 8/21/24

• Initial Complaint

  Date:05/30/2024

  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.

  We had Academy Air come out to diagnose an issue we've been having with our sewer lines. We thought they were going to inspect the lines with a camera, since we told them we've had repeated issues with the lines backing up. However, upon arrival, it was clear that this wasn't what the technician was there to do and they talked us into snaking the lines again. The price was good and we thought it was worth a shot trying out a new company.This is where things took a turn. After finishing the job, there were brown splatters all over our walls, floors, rug, doors, and anything nearby. The technician said he tried to clean it as best he could, but you can see for yourself on the video. If this really is standard (like he told us), then why wasn't there a drop cloth laid down or plastic taped up to the walls and doors? If we were told this was going to happen, we would've put these up ourselves. In any case, we knew that wasn't true, again, because we've had these drains cleared several times now.What's worse is that I haven't been able to get anyone at the company to return my call. The following days, I calmly asked (through multiple phone calls) to speak to someone about the service we received so that we could rectify the situation. Each time they've taken down my number, but no call was returned. It's clear that this company does not stand behind their service and are just out to make a quick buck.

  Customer Answer

  Date: 08/13/2024

  It's all been settled, thanks!

• Initial Complaint

  Date:05/02/2024

  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.

  They called me to say I needed a new furnace. They left equipment here and did not complete work on the furnace. They left the job unfinished in Jan of this year.

  Customer Answer

  Date: 08/13/2024

  They have not resolved my issues.

  

  Business Response

  Date: 09/09/2024

  We have called to schedule the work multiple times but there is no answer and there is no voicemail set up. i have also sent aa text message 

  

  Business Response

  Date: 09/09/2024

  I did make contact with the client today and asked her when was best for us to come out and she said she would get back with us