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:10/16/2023

  Type:Billing 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.

  Aire-Flo began September 1, 2023 emailing me and continues to harass me regarding a debt that I do not owe.
  
  I have responded to their emails letting them know I do not owe them any money.

  

  Business Response

  Date: 10/24/2023

  I have attached the email communications between the customer and my office administrator Liz K*****. Customer disputing charges, Liz detailing the services provided. We even gave her a reduced invoice at the time the work was performed and only charged her for the diagnostics fee and 1 hour of labor and did not charge her for the materials we used. None of our records indicate that she was told she would not have to pay this charge, she just proclaimed she would not pay.

  Customer Answer

  Date: 10/28/2023

  I am rejecting this response because: the  company provided a diagnosis and nothing else. The tech removed the metal tape to see where the water was coming from. Once he found the leak, he replaced the tape which he had to do. 

  The AC already had the plastic pipe/drain was attached to it. I provided the bleach for him to check the pipe it had no blockage.

  After receiving a quote from Aire-Flo to replace the AC unit, I tried several times to get  someone to discuss the differences in the AC units--no one ever contacted me.

  I went with another company.

  Unsure why Aire-Flo is contacting me 1 year later saying I owe them money when I did not.

  
  Regards,
  
  
  ******** ******

  

  Business Response

  Date: 11/17/2023

  11.17.2023, BBB called business spoke with Trisha N****. She said business provided consumer with invoice showing zero balance due. 

  Customer Answer

  Date: 11/18/2023

  I am rejecting this response because: Aire-Flo practices are unethical. I received no call or voicemail from them. I did receive the zero balances invoices via email and consider this matter closed. My hope is that Aire-Flo never contact me again.
  
  
  
  Regards,
  
  
  
  ******** ******

• Initial Complaint

  Date:06/05/2023

  Type:Billing 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.

  First of all, I’m not an expert in HVAC- that’s what I hired Aire-flo to take care of for me, and my family and I have been long-time customers. On June 27, 2022 I had a service call for routine maintain on my Carrier unit that was installed my Aire-flo almost 15 years go. That tech decided to add freon to my unit. Pipe became clogged soon after that visit and condensation leaked around furnace in the basement so I called Aire-flo for a follow up service call July 6, 2022. The technician (who, of course, no longer works at Aire-flo) told me there wouldn’t be a charge for the visit because he was correcting what the previous tech missed/caused. Ten months later I received a bill for $339. I called confused, and they took off $80 service fee and told me the billing department would get in touch because I clearly stated I was told I wouldn’t be billed for the visit in July. Billing never called me back so I reached back out and spoke to them, as well as a manager, today. The manage said they tried to bill me but had the wrong email. So rather than call or mail me a bill in a timely manner, they waited and then emailed me the invoice 10 months after the service call (what kind of billing department is this? Also the tech might still have been employed and able to be questioned if the billing department was more efficient). They will not honor what the technician told me and now I owe $240. I paid for the June visit and now I am paying for the July visit to correct what that tech either caused or at least missed.

  

  Business Response

  Date: 08/15/2023

  We have taken the time to look over this information and have issued this customer a refund in the amount disputed. Refund will be applied to the card used at the time of original payment.

  We apologize for any inconvenience this may have caused and have taken the necessary actions to make sure something like this doesn't happen again.

  Thanks!

  Customer Answer

  Date: 08/25/2023

  I accept the business's response to resolve this complaint provided the refund is received within 14 days. 
  
  Regards,
  
  
  ******** *****