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:11/14/2024

  Type:Product 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.

  Wanted Airco to install a mini-split and an attic ladder in my shop. The mini-split The was installed without incident and works like a charm. The hole for the attic ladder was too small so all the technicians could do was frame the hole, which was fine (not their fault the previous owner didn't make the hole large enough). I was told that I would be receiving a refund since some plywood is obviously not as expensive as an attic ladder. Three months later and still no refund. I keep calling the company but nobody ever follows up. The technicians that performed the work were very professional and did a wonderful job, but the customer ********************** from the office staff is horrible.

  

  Business Response

  Date: 11/18/2024

  $500 was mailed out to the customer in October for the Electrical work. There was a miss on the attic ladder situation, but our accounting team was able to get with the sales estimator to validate and confirm, and an additional $819 check is being mailed out this week to the customer. 

• Initial Complaint

  Date:06/17/2024

  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.

  Purchased an ** unit, furnace and new ducts last May during memorial day weekend. Since we got the ** unit we have had several issues with it and they have not been resolved . They came out this February because the ** completely stopped working, they said they fixed the issue and replaced a valve . In May around memorial the same issue occured , I came home to a completely hot house just at a year of having the system . They put coolant in my ** but couldn't find the leak. They scheduled an appointment for a month later , which is today . I called last Friday for the same issue and was told they couldn't get to me untill Sunday which was Father's day. I kept my Mondays appointment . They were supposed to come 8am-12 pm. 10:30 am my husband called AirCo and we were told they did not have enough staff for them to see us this morning but they could be out this afternoon. We called them, we were informed we weren't a priority, even though our ** has been out for days and we have a toddler in 90 degree heat .

  

  Business Response

  Date: 06/19/2024

  Management spoke with customer about this concern. Repair is scheduled 6/19. We agreed to extend the First Year labor warranty until 06/2025 due to the issues experienced and scheduled a free fall tune up for 2024. 

  Customer Answer

  Date: 06/19/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/08/2023

  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.

  On July 1, the first Airco technician came to temporarily stop the water leak on my outside faucet and he did explain the after hours fee + work done that was $513 then the second technician came back out on July 3 to install the outside Spicket for an additional $279.47. I waited a few days as I was instructed to do and then I noticed it was still leaking. Airco sent me a customer ********************** survey and I did put on there that it was still leaking by email Customer ********************** with no response. Invoice number *********. Since it was still leaking and not done right the first time, I call another plumbing company to redo the whole thing including cutting and removing the pipe, making repairs with a proper sized pressure, PVC pipe and fittings and reinstalled hydrant because they said that it was not done properly. They fixed the hydrant and also replaced my toilet on July 10 for a total of $2000. I am asking for a partial refund because Airco did not fix properly.

  Customer Answer

  Date: 08/09/2023

  Attached are 2 of the pictures of the outside faucet still leaking after the work was done.

  

  Business Response

  Date: 08/16/2023

  Plumbing manager had been discussing this matter with the customer for the last couple of days for a resolution. Had the discussion that the recommended repair was not a good recommendation from tech, and we are issuing the refund back to the customer for the job amount of $279.47. Customer is aware that they can give us a call to speak with manager in the event that any repair was not successful to prevent the need of having to go to another company, so that we can promptly fix the issue and more. No other issues were brought up. 

  Customer Answer

  Date: 08/16/2023

   
  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.
  
  Sincerely,
  
  ************************************

• Initial Complaint

  Date:01/24/2023

  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.

  We had an AC unit fail at our rental property (Gold Drive) in July '22. Airco replaced the existing AC unit on the property. After install, there was a clanking noise in the home, Airco charged $436.25 for blower assembly to be repaired. In Sept '22, the new AC unit began acting up, our tenant called and claimed the unit wasn't cooling. On Sept 19th, tech diagnosed that the breaker was faulty, breaker was replaced for $315. Rep left the property without testing, our tenant called the next morning to say the unit was still not cooling- very hot outside. Getting these appointments scheduled is very difficult. By this time, I'm calling asking to speak with managers or the owners (who are on a lot of local commercials), and I can never get in touch with anyone beyond frontline staff. I needed confidence that the unit was 100% fixed, reps would make their "repair" and leave before confirming everything was working. Sept 20th, Airco replaces the new unit from July. I was thinking that would be the end, but September 21st the newly installed unit is still not working. Rep comes out, states the control board on the interior unit needs to be replaced, and we are hit with another invoice for $514.75.Airco was likely out to the house 8 times during this span. If the faulty control board was diagnosed in the beginning, the breaker would not have "needed replaced" and the 2nd new unit not installed. Improper diagnosis and lack of testing led to unnecessary repairs, and even if that is disputed, the customer ********************** involved and runaround was wild. I'm sure my account has many notes in their system, I had to call at least a dozen times, re-explain, etc. I ask to speak to a manager after unit works, no calls. 4 months later (1/9/23), Airco is calling me for payment. I say I don't think I should be responsible due to the runaround, misdiagnosis, weak service, and poor communication. I ask to speak to a manager, am told one will reach out to me. It's 1/24/23 and I have no call.

  

  Business Response

  Date: 01/27/2023

  We have tried calling the consumer on 1-24-23 and 1-27-23 and left voicemails each time to discuss and review the invoice. 

• Initial Complaint

  Date:11/01/2022

  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.

  Airco came out to our house on Friday October 28th, 2022. I had scheduled the service to replace the cartridges for our 2 showers and look at our gas line to our fireplace, 9 days earlier. The technician, Rodolfo spent 40 minutes showing me that we had hard water, he did look into our gas line to our fireplace, then told me it would be $99 for the service call. I specifically told them when I scheduled the appointment 9 days ago, that I needed someone to replace the cartridges in our 2 showers. I did not ask for the tour de hard water. He didn't have a clue. He took 3 hours to replace the cartridges on an hourly charge of $195 per hour. He quoted about $105 for each cartridge and charged us $407 for the two cartridges and a handle. That's right $992 to replace 2 shower cartridges. There is no detail on the bill, just Labor, Parts. He complained about not getting to another job he had scheduled, so I wonder how that played into this fiasco. I texted the company 1 hour after he left to ask for the parts, (I would pick them up) so I could get replacements for the next time and do it myself. I have received several texts, claiming a supervisor would contact me, but I have never heard back from anyone about this. It's 4 days later, they are still clueless about the follow up I was told I would receive. Rodolfo sent me 32 pictures with the invoice, and took maybe that many more. So, every 3-4 minutes Rodolfo was taking a picture instead of doing the work I hired him to do, at $195 per hour. This company seems to work harder on covering their butts than doing the work you hire them to do. I seek to have the labor charge reduced to half and the parts to the $210 Rodolfo told me. $1000 to replace 2 shower cartridges is robbery, in my humble opinion. Of course when Rodolfo gave me the final hard price, everything was taken apart and I had not choice.
  

  

  Business Response

  Date: 11/01/2022

  A member of management contacted the consumer and have accepted the feedback provided. We are issuing a refund back to the consumer in the amount of $490.44