Complaints

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• Initial Complaint

  Date:10/30/2025

  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 had requested Aire-Serv provide me with a proposal for 2 Ductless Heat Pumps. 1 Heat Pump for the Living Room and the other for our Bedroom. The salesman in charge is Donald B*****. I also requested if possible to have a translator (Spanish to English) in which the technician is Fernando Molina. They both arrived and through translation we were able to come to terms in finalizing the purchase of the 2 Ductless Heat Pumps. My biggest concern was for the bedroom unit which was to be able to utilize the cooling option during the winter season. During the installation I wasn't present for the entire installation but was able to see a little bit throughout the day. There was a misunderstanding afterwards with the financing and payment options which is resolved now. Within the first week of being installed I noticed a small water leak (Living Room unit) from the condensation drain line. I called in for service in regards to the leak and Fernando arrived. The leak was determined to be from the drain hose with a pinhole size leak. The technician Fernando determined the best option would be to utilize a condensate pump to discharge the condensation. During the visit I expressed my concerns about a few areas in the basement where drywall is missing and now left with electrical wires exposed. the exposed wires do not pose a threat however it wasn't like that before. Fernando told me that he will take this information over to management for review. The condensation pump was installed a few weeks ago and I am pleased with the repair. I was told by Fernando that Aire-Serv will reach out with more information about the drywall repairs. Two weeks after I receive a phone call from Fernando saying that Aire-Serv did not remove any drywall and will not repair it. it's upsetting you say yes at the beginning and now change your mind. As I am doing research I determined that 1 of the units needs a wind baffle kit in order to properly use the Ac during the winter. I never heard back.

  

  Business Response

  Date: 11/05/2025

  Attached are two pictures from a video that our technician took when Mr. **** told us the drywall was destroyed.   You can clearly see a grey wire and a white wire below the floor joist and the grey wire is likely an electric dryer wire.   Aire Serv installed two mini splits one in the bedroom and one in the living room on the first floor and 2 outdoor units.  The only electrical component we needed to touch was the electrical box in order to get power to the outdoor units.   The electric is run from the electrical box to an outside disconnect not through the ceiling of the basement where the drywall is missing.  The drywall is missing by the basement steps; the electrical box is not located in that area.  We had four technicians in the house that day and all of them report no drywall in the basement was touched nor was there any reason to touch it.   

  Mr. ***** was provided with two estimates of equipment, one where the wind baffle was a choice which was the more expensive option.   The equipment Mr. ***** chose does not come with a wind baffle and was the lower cost option.   This unit however does allow Mr. ***** to run AC down to 5 degrees outside and in addition we advised Mr. ***** multiple times to turn off the radiator in his bedroom which creates the excessive heat.   This unit can very effectively heat and cool the room without the radiator operating.  If Mr. ***** turned off the radiator in his room, there would be no need to run the AC in the winter down to 5 degrees outside.  You can simply keep the temperature set at 60 if you wish.