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Business Profile

Heating and Air Conditioning

Astar Heating & Air Conditioning, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/28/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 made an appointment last summer to have my boiler serviced. When a tech finally turned up on September 7th, he did not know how to do the job. Astar installed the boiler and knew what kind I have... he spent a long time trying to figure it out, but left saying he couldn't do it. Shortly after, our hot water stopped working. We called and asked them to come & fix what he broke. They have billed us for this while they never actually came to do the job I asked of servicing the boiler, wanting this bill to be paid first, it seems. I don't agree that I should have to pay to fix something they broke, all the while never getting the job done that I asked for in the first place.

    Business Response

    Date: 04/25/2025

    Balance was reversed and written off.

    Customer Answer

    Date: 04/28/2025

    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 and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:01/17/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 occurred on 1/8/2025 I needed my furnace's ignitor removed and replaced, as I had no heat in my home. On 1/13/2025, Astar ************ installed it. I asked for an itemized bill. I was told it is a set price statement they follow. I wondered if I could have a copy to see how it is priced, but I was told I couldn't. I would have liked an answer to my question about a part I needed for my furnace I found online that cost ***** and cost me ******* from Astar. Also, the technician was at my home for twenty-five minutes removing and installing it. How do they estimate labor costs? For a job that is under an hour. *******? I felt taken advantage of because I needed heat in my home and had limited options due to the weather. It was 48 degrees in my house, and outside, it was 14 degrees. I called twice and left a message with someone because I was told the manager was in a meeting and would call me back, but I haven't received a callback. A pricing list should be made available to customers. It seems they are charging people whatever they want. There are laws in place to protect consumers from businesses that take advantage of people. I am asking for help.

    Business Response

    Date: 05/09/2025

    Thank you for your letter dated May 6, 2025. We sincerely apologize for the lack of response to Complaint ID #********. After reviewing our records, we were unable to locate the original complaint or the follow-up notice sent in January. It appears this may have been missed due to an internal miscommunication or system oversight.

    Astar Heating & Air Conditioning has been in business for over 50 years, proudly serving our community, and we do not take any customer complaintlarge or smallfor granted. We are committed to upholding the BBBs Code of Business Practices, especially regarding timely and professional dispute resolution.

    After reviewing all available notes and records related to the service call in question, we found no indication that the customer reached out to us following the visit. As a result, we were unaware of any dissatisfaction with the pricing or service provided. Had we been contacted, we would have taken immediate steps to address the concern.

    We are currently attempting to reach out to the customer directly and aim to have this resolved as soon as possible.

  • Initial Complaint

    Date:01/13/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 November 20th they came to service my boiler after they did could not get hot water only a warm shower when the temperatures dropped and we had those windy days we had very little heat on Monday my wife called them and told them of the problem at lunch time nobody showed so I called a boiler guy that lives nearby he came over looked at the boiler and found the boiler temperature was set to 140 and is supposed to be set at 180 he reset the boiler to 180 and fixed the problem so from November 20 to January 6th the boiler wasnt working properly I paid them ****** sorry it was on November 15th I called Astar and ****** said he was going to get back to me that was on a Thursday no return call I called Friday and he blew me off again not a very good business practice all I want is my money back

    Business Response

    Date: 02/10/2025

    We will be refunding *** ******** money.

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

    Customer Answer

    Date: 02/11/2025

    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 and the matter has been resolved.

    Goood news they refunded my money thank you 

    Sent from my iPhone



    Sincerely,

    **** *******



     


Astar Heating & Air Conditioning, Inc. is BBB Accredited.

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