Heating and Air Conditioning
Custom Air Conditioning and Heating Co.Complaints
This profile includes complaints for Custom Air Conditioning and Heating Co.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:08/11/2025
Type: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.
INVOICE Page: 1 of 1 C72253287 ****** 72672'55924 06/13/2025 07/13/202 BILLED THROUGH: 07/13/202 ******************** **********, ***** - Warranty Tankless Final billing for HVAC work for warranty Navien hot water tank replacement Cash:$1,500.00 Card:$1,545.00 SIGNED CONTRAC FIXED FEE ITEMS Change Order 1 Material Labor Mobilization CONDUCT COMPLETE REMANUNG $775.00-100.00%$2,275.00 100.00%TOTAL BILLED TO DATE $775.00 $2,275.00 AMOUNT PREVIOUSLY BILLED $2,275.00 AMOUNT THIS BILLING $775.00-$1,500.00 100.00%$1,500.00 $2,275.00 PLEASE REMIT TO:Custom Air ********************************************************** Total Invoice $775.00-$1,500.00 I had my tankless water heater replaced which was under warranty from my original install with the company. I was advised I would have to pay for labor and any new parts needed and that the tankless water heater was covered. I was given an estimate for $2,225 for the repair and was told it would take two service technicians over 8 hours to complete the job. I was told I could not get the service done on Friday after my 8 am service call when it was determined I needed the whole unit replaced. Due to the need to have hot water in my home I was forced to have a weekend repair scheduled. The repair on Friday was also the second time they had been out to repair the tankless hot water at Heater. A technician had been out earlier in the week and stated it only needed the front control panel replaced and did not diagnose the system had a leak on the inside and was dripping water causing the short in both inside panels. I was told they could not install the system on Friday and that it would take over 8 hours for two service technicians. The technicians arrived on Saturday and had the tank replaced in under 1 hour. The technicians did not use any new parts to my knowledge and even used the same mount on the wall from the original unit. The unit already had the copper water line, metal gas line, electric ran to a box, and pvc exhaust vent ran
Business Response
Date: 08/14/2025
Dear Better Business Bureau Representative,
I am writing on behalf of Custom Air to address a concern raised by our customer,Mr. ***** **********, regarding the replacement of his tankless water heater,which was completed on Saturday, May 31, 2025. We value our commitment to providing transparent and fair service, and we are eager to resolve this matter amicably.
Mr.********** agreed to the terms and signed a proposal for the replacement, which included an initial estimate of $2,275 covering the labor and materials needed to complete the job. While we advised waiting until Monday for a lower cost, the customer opted for immediate service to avoid being without hot water over the weekend.Our technicians completed the replacement efficiently and professionally.
Upon learning of Mr. *********** concerns with the signed proposal amount, we reached out to discuss. After reviewing his feedback and explaining our fees,both parties agreed to adjust the total amount to $1,500. The revised invoice was issued, reflecting this change.
We take pride in collaborating with our clients to ensure their satisfaction. We are disappointed that Mr. ********** remains unwilling to cover the labor and materials costs required to restore hot water service for the weekend and ensure its reliability moving forward. Please find attached the relevant documentation and timeline, including the signed agreement and revised invoice.
Attached,please find:
Timeline of Events
Requisition Form
Signed Proposal
Revised Invoice
We are committed to working with the BBB and Mr. ********** to resolve this matter.Sincerely,
T. ******* *******
Customer Answer
Date: 08/18/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23730046
I am rejecting this response because: The business completed this job in under 1 hour and had no additional parts used. The business refuses to tell me what their hourly rate is for a weekend service call and has refused to tell me what additional parts or material was needed for this job to bring it to the price listed. The company originally charged me over $1,000 an hour per service technician that was at my house for less the 45 minutes of labor. The company told me the job would take over 8 hours of work for two technicians when I agreed to the original bill which was over $2,000. I would be willing to pay between $300-$500 for the work performed.
The company also neglected to say I had a service call on Friday at 8am and once the tankless water heater was determined to be unrepairable it should have been replaced on Friday. The technician that was out earlier in the week also failed to recognize that the tank had a leak and all the panels on the inside were ruined not just the outside panel. The reason I had to schedule a weekend repair was due to their incompetence. The problem should have been diagnosed the first time they came out for service. I was then on my third service call and third day of technicians coming out to my residence. This should have been done and solved on the first day.
Regards,
***** **********Business Response
Date: 08/28/2025
************* has had four trips to his home by Custom Air and has paid $0.
See timeline below.
May 12, 2025: Service Technician went out to trouble shoot. He saw the error with a mixing valve and called the manufacturer. The manufacturer agreed to supply the parts as the unit was under warranty. The unit was working when the technician left.
May 30, 2025: Technician was dispatched to replace the mixing valve and uncovered that the Navien Tankless Water Heater needed to be replaced due to a leaking heat exchanger and associated electrical damage. Technician called Navien to confirm that they would replace the unit that was under warranty. Mr. ********** shared with the technician that he would like the new unit installed ASAP and was willing to pay overtime rates but would like a quote beforehand.
May 30, 2025: A Sales Associate was sent to review the replacement work and get a signed proposal from Mr. ***********
May 30, 2025: The job was written up. A new unit was ordered along with materials needed to install. Calls went out to technicians to secure Saturday install availability at Mr. *********** request.
May 31, 2025: Two technicians went to the supply house to pick up the new unit and materials needed for instillation, drove to Mr. *********** home, removed the old unit and replaced it with the new unit. Hot water was restored.
We sent the damaged unit back to the supplier and completed the work to warranty the new unit.
We believe the $1,500 is a fair price for all of the trips and work that was done.When warranty work is done, the part is covered by the manufacturer, but not the materials or labor. Custom Air has not received payment for the 10 + hours of labor and materials that were used from original diagnosis to completion.
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