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:07/08/2025

  Type:Billing 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.

  The company charged me for refrigerant they then took out of the old system when they installed the new system. Refrigerant, in this case 410a, can be REUSED. They claim they don't but it's WIDELY known that HVAC companies do this. They charge $65/lb for the refrigerant and only pay less than $15/lb. This information is available on the internet. They refuse to refund $390 for something they'll resell when we spent over $11,500 on a new system. They ALSO couldn't finish the install in one day as promised. They spent over 15 hrs to do a very simple install that required a very easy duct modification at the top indoor unit. They actually pulled out one of their techs and left the other to work alone. The additional time taken to install (the next day) was a MAJOR inconvenience to me and my family as I had to be there and cancel very important plans that I had the following morning they required to finish the install. Very disappointing that they seem to only value THEIR MONEY and not customer satisfaction and trying to help customers save money. We have several rental homes and WILL NOT ever use ACR again if they don't resolve the disputed $390 or at least make an offer of resolution. Word travels fast in a small town.

  

  Business Response

  Date: 07/20/2025

  This customer first called us to a property located at *** ********* ***, Sedalia, MO 65301 on June 19th, 2025.  Our technician responded to the call of the AC system not keeping up with the cooling demand.  Our technician found the system to be low on refrigerant, and upon performing a leak test, found the leak located in the indoor evaporator coil.  The customer wanted an estimate to replace the entire system due to the age, and wanted a warranty, instead of a replacement coil.  

  ACR of Sedalia Inc provided ** ****** with a portable AC unit to place where he wanted in his home, to help while a new system was ordered and installed.  The very next day, *** ****** called into the office, stating the portable unit was not adequate and would like for us to "charge" his ac unit, to keep him cool until the new equipment could be installed. His agreement with our General Manager, ****** *****, was he would have to pay for the service, as we could not include that amount with the new system purchase.  The service work was performed, and ** ****** paid for the service as agreed upon. ACR DOES NOT USE RECOVERED REFRIGERANT TO SELL TO OTHER CUSTOMERS, THIS IS AGAINST THE LAW. We charged *** ******'s unit with virgin R410a refrigerant.  Our cost we pay per pound is irrelevant, as many factors go into our pricing, and ACR is well within the market pricing locally!   

  The customers mother had paid the required half down upon signing the installation agreement prior to the installation of the new system.  Upon completion of the installation, *** ****** came into our office, demanding that we refund his money he paid for the service call to charge his old system.  Our General Manager informed *** ****** they had agreed upon the amount, and the service, he signed the service invoice, and paid it that same day.  

  *** ******'s mother had written check for the balance of the project, and had given it to *** ******.  When ****** ***** refused to refund the agreed upon service call funds, he became angry, very vocal and loud, informed ****** ***** he was going to give ACR a poor Google Review (he gave a 1 star review), yelled at *** ***** that he "was not getting this ***** check today" and stormed out of the office.  

  *** ***** had tried twice to get hold of *** ****** about the final payment (it was due upon completion of the work).  When there was no response, *** ***** called *** ******'s mother.  She came into the office, was extremely apologetic, wrote the check for the balance, and actually broke into tears in our office, apologizing again for the way her son acted., 

  ACR is in no way at fault in this complaint, and it should be stricken in whole.

   

  Thank you,

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

  Owner/President

  ACR of Sedalia Inc.