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:07/07/2025

  Type:Product 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.

  Contracted with New Image to do annual maintenance on our HVAC units. Paid $249 in September 2024 for the contract. They performed the heating part of the contract in September of 2024. In March 2025 I called for an AC check. The earliest appointment they could give me was June 30. On June 30, they did not show up or call. I called them and they rescheduled to July 7, between 8 and Noon. They did not show up. At 1 they called me wanting to reschedule. I told them to cancel the contract and refund my money. I have no faith that they can honor the contract and we are in the middle of AC season and I would like to know if my AC is functioning correctly.

  

  Business Response

  Date: 07/18/2025

  Thank you for taking the time to share your experience. We sincerely apologize for the inconvenience and frustration caused by the missed appointments and the delay in fulfilling your maintenance contract. This is not the level of service we strive to provide, and we fully understand your loss of confidence in our ability to honor the agreement—especially during the peak of the A/C season when reliable service is critical.
  We take full responsibility for this situation and agree that your request for a refund is completely justified. We are happy to provide a full refund for the unused portion of your maintenance contract. Our team will process this promptly, and you should receive confirmation shortly.
  We appreciate your past business and truly regret that we did not deliver the dependable service you expected. If there's anything further we can do to make this right, please don’t hesitate to let us know.

  Customer Answer

  Date: 07/18/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response provided by the business regarding complaint ID ********, and I find the resolution is satisfactory. 
  
  
  
  Regards,
  
  
  
  ****** *********
  
  
  
  
  

• Initial Complaint

  Date:05/06/2025

  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.

  In 2022 we hired A New Image Heating and Cooling to install a ********** mini split system in our house. The system started leaking down the lines into the basement when it rains shortly after installation. We had the house resided and thought the leaking could have been cause from that. Requested A New Image Heating to come take a look. It took months for them to come out to look at it. They would cancel appointments or no call no show. They finally sent a person who put a ton of silicone on the lines but it did not stop the leak. After constantly calling & leaving messages they finally sent a tech out who took a video of it leaking. Unfortunately because it was raining there was nothing he could do. They forwarded it to the manager & that is when someone looked into our file saw all the calls & terrible service on their end. This system came with a warranty. ******* manager called us back & I sent her a detailed email of all that had been done and not done. She sent back another email letting us know that because A New Image was being bought by ********. They let a lot of things slide that they should not have, but they were going make it right. After many more appointments many with tech that had no clue they were doing they finally agree to send an install crew out to replace the line covers. This crew did not bring a tall enough ladder and therefore never replaced the top piece. We were not happy. You could tell the difference in the colors and it looked terrible from all the previous attempts to stop the leaking. They did take apart the other line cover because at the time it was not leaking. I requested that they do take it apart because if it wasn’t sealed right from the beginning like the other side, then it would probably leak. It started leaking. More calls made. Last winter they decided they were to replace all the covers after a restoration co came. Today they came & didn't replaced because the new manager doesn’t want to & wants to charge for it.

  

  Business Response

  Date: 05/07/2025

  Thank you for reaching out and giving us the opportunity to
  address your concerns.
  We understand your frustration with the ongoing leak coming
  from the mini-split line set, and we sincerely apologize that this issue has
  persisted. While the system was originally installed by A New Image in 2022 with no reported problems, we recognize that the issue
  began after your home was resided—a project completed by another contractor.
  That said, we acknowledge that our repeated caulking
  attempts to seal the line hide have not fully resolved the issue, and we take
  responsibility for the workmanship involved in those efforts. You trusted us to
  provide a lasting solution, and we recognize we’ve fallen short of that
  expectation.
  In good faith—and because your comfort and trust matter to
  us—we are prepared to replace the full line hide at no cost to you.
  While we believe the leak stemmed from changes made during the siding project,
  we want to take care of this the right way and ensure you don’t continue to
  deal with the same issue.
  We appreciate your patience throughout this process and hope
  this solution restores your confidence in our team. We will have our team contact you to schedule a date and time to complete the work.  Please feel free to reach
  out directly if you have any questions.

• Initial Complaint

  Date:09/28/2024

  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.

  Service technicians did not install the chimney liner as agreed upon in my contract. I had 2 separate companies tell me it’s required. They started late that day and said they did not have sufficient time. They advised me the company would send someone back out to finish the job. After 3 phone calls, an online request for service, and speaking directly to manager…. It’s been months and no one has called me back. Terrible customer service. If not resolved soon, I will pursue small claims court. Then I can pay another company to finish the job. Total purchase for my furnace and AC was about $14,000. **** ***** says this is the only company they contract with in Northeast, OH. Disappointed with such a large purchase. This is complaint on job completion and follow up. The service technicians were very professional that day, but had insufficient time.

  

  Business Response

  Date: 10/01/2024

  We apologize for the lack of follow up on the chimney liner installation.  The person responsible for this work is no longer with the company, and as a result, this work was not properly followed up on.  We have reached out to the customer to schedule a time to complete the installation of the chimney liner.  We will continue to try and make contact with the customer until we have completed the work to their satisfaction.  Again, we apologize for the misunderstanding and the aggravation that this has caused our customer.  

  Customer Answer

  Date: 10/03/2024

  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. 
  
  
  The company quickly scheduled the chimney liner installation and completed the job.  I have removed my negative review from Google and I am satisfied with the completed work.   
  
  
  Regards,
  
  
  
  ******** ******
  
  
  
  
  

• Initial Complaint

  Date:06/06/2024

  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 am writing to formally lodge a complaint against A New Image Heating and Cooling concerning their inadequate service and the ongoing issues with our air conditioning unit at Pregnant with Possibilities Resource Center. Despite repeated attempts to resolve the matter, we have faced significant challenges that remain unaddressed.
  
  On or around May 23, 2024, we contacted A New Image Heating and Cooling because our air conditioning unit was intermittently producing hot air. In response, a technician visited our facility on Wednesday, May 29, and after examining the unit, he informed us that we needed new filters. He requested to return on Monday, June 3, with a supervisor as he was not completely certain that the filters were the sole issue.
  
  It was our understanding that the filters were to be ordered on May 29 and brought back during the service call on June 3. To our disappointment, by noon on June 3, no technician had arrived. Upon contacting customer care, we were informed that the technician was rescheduled to come out on June 5, yet they arrived without the necessary filters, and the air conditioning unit continues to malfunction.
  
  Today, June 6, upon arriving at the office, I discovered that the unit is not working at all, and the temperature inside our facility is a stifling 78 degrees. This situation is intolerable, especially considering the vulnerable population we serve.
  
  On June 5, 2024, I sent an email to the supervisor outlining our concerns and the urgency of the situation. Regrettably, I have not received a response to this communication.

  

  Business Response

  Date: 06/24/2024

  A New Image continues to work on correcting the issues with the HVAC unit at the customers location.  We will be issuing the requested refund as we continue to work on correcting the problems with the system.

• Initial Complaint

  Date:02/23/2024

  Type:Service or Repair 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.

  I purchased a full HVAC system. Job was never completed. Its been about 6 months now. Every time I call, I get a customer service agent that says the installment manager will contact me. Never happens.
  
  At this point, I would like the parts that a I paid for and a refund for the labor I never received.
  
  I will also be filing a complaint with the states licensing board and small claims court if this matter is not resolved swiftly.

  

  Business Response

  Date: 02/26/2024

  We are sorry for the delay.  We have already contacted this customer and will be visiting them this week to get his registers installed.  The job was complete as far as equipment and ductwork goes and we were waiting for the customer to finish interior work before we could install the registers.  Everything should be on track and finished this week.

  Customer Answer

  Date: 02/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 
  
  
  
  Regards,
  
  
  
  ******* *******
  
  
  
  
  

• Initial Complaint

  Date:08/26/2023

  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.

  They installed my AC in February and start using it in May in 3 months I had two issues with the AC it’s blowing hot air even with the thermostat is off . I paid 9000 dollars for split system and extra 600 hundreds dollars for extended warranty. Called the customer service on Saturday and they said they will send someone out on Monday. I have 3 months old infant and it’s 95 degrees in my house now. How come after 3 months old unit break down twice?

  

  Business Response

  Date: 08/28/2023

  We are very sorry to learn of *** ** ********* *ssue with his new Air Conditioner.  I also listened to the recorded call he had with our after hours call center.  We could have done better.  We did offer him overtime service if he wanted. Our operator told him she didn't know if there would be a cost which is correct, she doesn't know that.  She did say a technician would call him back and explain.  Unfortunately this only made  *** ** ******* angrier. We are scheduled to go there Monday morning between 8:00-9:00 AM.

  I looked into the other call when the A/C wasn't working.  Somehow the disconnect was not inserted fully which caused the issue.  Perhaps it worked it's way loose.  It was working properly when we did the start up on the system back on 4/21/23.  We came out and corrected it and didn't charge for that.  PLEASE SEE THE NOTES BELOW WHICH WERE FORM THAT EARLIER SERVICE CALL.

  I Reached out to Mr. ** ******* first thing Monday morning at 7:20 AM to discuss the communication issue and confirm that we will be there early today.  He didn't answer or call back.

  I will reach out again

   

  **** ******

   

  Upon arrival found the disconnect not pushed in all the way. So we pushed it in all they way and the system is operational at
  this time.
  TA S K D E S C R I P T I O N QT Y P R I C E TOTA L
  CB CALL BACK Warranty work - Within 30 Days of original appointment 1.00 $0.00 $0.00