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:06/09/2025

  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.

  6/9/25 Scheduled a MAINTENANCE CLEANING for my HVAC unit & gave the scheduler details about my unit . Astro person **** arrived looked & unit for 5 mins & said oh I cant clean this its too old. All the info about my unit was given to scheduler . He said she should have told you that ! No she didnt & I would not have scheduled a $114 look see. They ran an add in local magazines for tune- up & cleaning checkIs. I called the office & the person said well you didnt talk to me I would have told you . And proceeded to say its NOW A service call !!!! And thats $114. I was also told I was just angry because I would need a new unit. Classic ***************** Then he pretended not be able to send me a receipt after I foolishly paid for NOTHING!!! I asked **** are you at least going to check filter after I prompted him he looked and said oh yea its good. I paid the fee . Then realized they never planned on cleaning / tune-up. Please make note of these vultures. Insult to injury he said I should have someone from their company come out to SELL me another bridge in ********!!! They need to be stopped immediately!!! ASTRO HEATING AND COOLING!!!. I want my money returned I never scheduled a service check .I scheduled a cleaning /tune -up & I made it CLEAR!! He spent more time trying to send me a receipt than looking at the unit !

  

  Business Response

  Date: 06/24/2025

  On June 9, 2025, the customer contacted our office to request service on an air conditioning system using R-22 refrigerant. During the call, our office staff explained that R-22 is no longer manufactured or widely available, and due to its phase-out and high cost, we are limited in what services we can provide on these older systemsespecially if they are in poor condition.
  We were transparent in outlining the service call fee of $114 and explained that a tune-up would only be performed if the system was in workable condition. The customer was also provided with our standard R-22 disclaimer outlining these limitations. We then scheduled an appointment for a technician to evaluate the unit.
  Upon arrival, our technician **** found the system to be non-functional, in severely poor condition, and in need of R-22 refrigerant. He was informed that the customer had purchased the unit secondhand and had it installed by an unlicensed individual. Unfortunately, we cannot perform a maintenance cleaning or tune-up on a system that is not operating. **** explained that we could not charge the system with R-22 due to *** restrictions and the condition of the equipment, and that proceeding further could create more problems for the homeowner.
  **** spent time evaluating the unit and discussing its condition with the homeowner. He charged the standard service call fee of $114, which covers travel, evaluation, and time spent on-site. No additional charges were added.
  After the visit, the customer called the office upset about the outcome. Our team reiterated what had been discussed prior to the appointmentthat serviceability of R-22 systems depends entirely on condition and functionality, and that due to the phase-out, we are legally and ethically limited in what we can do.
  The customer then asked if she were to obtain R-22 refrigerant on her own, whether our technician would be willing to install it "on the side." This request was inappropriate and declined, as it would violate *** guidelines and our company policy.
  We understand this was a frustrating situation for the homeowner, but we were clear in our communication prior to the visit about the limitations and risks associated with R-22 systems. Our technician acted professionally and appropriately, and we provided the service as promised within the scope allowed. For that reason, we do not believe a refund is warranted.
  We remain committed to providing honest, ethical service and are always happy to assist customers with solutions that are safe, compliant, and effective.

  Customer Answer

  Date: 06/24/2025

  Complaint: 23445831
  
  I have reviewed the business' response and am rejecting it because:

  The response from the business in question has validated my reason even more for this complaint. I am disappointed that the company felt it better to conjure a fabricated retelling of the situation ; rather than admit the missteps & refund my money. In full of in part . 

  Most important are these facts:

  My unit IS NOT second hand (Didnt know that was possible). Never discussed the unit purchase.
  

  ***** admitted to me when I called back to with my complaint ; that the appointment was scheduled by a NEW employee and she SHOULD have explained the service in detail.

  **** was very disinterested in the unit when he realized it took R-22 . 
  

  NO INSPECTION was done & very little explanation was given. Line items on the receipt were not done AT ALL .
  

  MY unit may be older but has been serviced yearly . 
  
  I decided to try this company because they were able to come out sooner . No doubt they are not a trust worthy reputable company. Available appointments due to the awful business practices. 

  PLEASE KNOW this is not an acceptable resolution. All the paid ads in the world WILL NOT replace a solid business with integrity & great customer service. Neither of which you possess .

  My intuition prompted me to file a complaint & make it public this SERVICE CALL . And you doubled down on bad experience & made it worse with lies !!! No service/ tune up was performed. My $114 should be refunded. 
  
  Sincerely,
  
  ****** *******