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:06/06/2025

  Type:Sales and Advertising 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.

  Good morning,

   

  Thank you for the update regarding case #********. 

   

  The business ignored my original contact the week of June 9th.

   

  The business responded to my online review and contacted me by phone the week of June 16th after this BBB complaint was filed.

   

  I returned that phone call, but no one was willing to listen to my feedback. I received a follow up call a day later. The business has not made any attempts to follow up since.

   

  I initiated a charge back with my credit card company, because the business did not provide the services they claimed to have done.

   

  Thank you,

   

  ******* ********

  ************

  Business Response

  Date: 07/08/2025

  We attempted to reach out to the customer after hearing of the complaint. He called us back and left a message with a receptionist, as management was in an off-site meeting at the time. We returned his call an hour later and left a voicemail. We then called again the next morning and have received no reply to our efforts.  We are unsure how to resolve this further without hearing back from the customer directly, and have just learned of the customer requesting a chargeback from his credit card company. Due to this pending chargeback, we are past the point of resolution through conversation.

  Customer Answer

  Date: 07/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I did not find the business demonstrating a genuine attempt to rectify or understand this issue during this process. Noting again that the business ignored my initial contact, and only responded when I took additional actions through online reviews and contacting the BBB. 

  Not finding this satisfactorily resolved, but I am appreciative of the Better Business Bureau's efforts and time in this matter. Willing to close out the case understanding that the chargeback I initiated through my credit card company will be approved - as the service was not rendered as described, and if I had not taken further independent steps, there would have been more damage to my home HVAC system.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:03/04/2025

  Type:Sales and Advertising 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.

   
  Complaint: 22967219
  
  I am rejecting this response because:
  What AAA Heating and Cooling is claiming is simply not true. For starters they were at are home for 4 hours and are claiming 7 hours of work on our furnace. Secondly, their technician had no idea what he was doing because he couldnt even tell us what the problem was after working on the furnace for 4 hours. He told us we would need to buy a new furnace. When another company came to look at our furnace two days later, their technician identified the problem in 10 minutes and had our furnace fixed in 2 hours, despite the AAA technician leaving all of the wiring disconnected and after blowing two transformers. The AAA technician blew the 2nd transformer after wiring it himself, so he cant blame that incorrect wiring on us. we are not asking for a full refund, only a partial refund because no work was actually done to fix our furnace, the problem was not even identified, and it was left in worse shape than when AAA arrived at our home. They did not actually provide any service. 
  
  Sincerely,
  
  ***** *******ok at the furnace and the technician had left all the wiring disconnected (had not reconnected what he took apart) and we were left with a blown transformer. In other words, he left the furnace in worse shape than when he arrived and our furnace of course still didnt work. He obviously had no idea what he was doing. We had another company come out 2 days later and they identified the problem in 10 minutes and had our furnace fixed in under 2 hours. They told us the AAA technician had wired the transformer incorrectly which is why it blew. I called AAA Heating and Cooling to file a complaint and was told over the phone that they would refund us the amount that the 2nd company charged us to fix the furnace ($636). However, after emailing them the invoice from the 2nd company, *** emailed back that they would not actually refund us and that their work was done correctly. We would like to be refunded the $636 that they promised us over the phone.

  Business Response

  Date: 03/17/2025

  Unfortunately the extended time spent on this job is a result of the homeowners weeks of tinkering and rewiring that happened before we ever set foot in the home. Our technician arrived to find that the furnace and its wiring had been disassembled and incorrectly reassembled to an extreme degree. The transformer blew as a result of the homeowners *** wiring, which became apparent after the second transformer failed as well. The homeowners declined further repair from us when we could not give a labor estimate of what it would take to correct everything that had been done incorrectly. Ultimately,it took a cumulative 7 hours of experienced technicians labor to undo the *** work that the homeowner chose to do. While we are glad that they are now up and running with heat, we are not responsible for reimbursing the cost that they incurred from their decision to try to fix their furnace on their own.

  Business Response

  Date: 03/28/2025

  The cumulative 7 hours of experienced technicians labormentioned in our first response refers to both our technicians time and the time spent by the next companys technician who arrived after our technician had done the lions share of the repair. In the 4 hours we spent at the home and invoiced the customer for, we fixed multiple wiring issues. If we did not resolve them, then the next technician would have had to and would have also charged for their time to do so. There is no scenario in which the customer would not have had to pay for the extended labor time of this repair, regardless of which company they performed it with. There were many issues with this furnace following the *** repair attempts of the homeowner; we fixed most of them in the hours we charged for. After our technician had worked on the furnace for 4 hours, he let the homeowner know of the further extended time that would be needed to complete it and the potential charges that could accrue. The homeowner chose to end the service at that time. There was still several hours of work left to do, which the next companys technician completed just as we would have done.
  Our technician did recommend considering replacement of the unit due to its very high age (38 years old, the average life expectancy of a furnace is ***** years). We stand by that recommendation as there is no guarantee of the continued function of a unit this old.

  We are not offering a refund as 4 hours of experienced, accurate work was performed on this very old furnace and multiple issues were resolved in that time.

  Customer Answer

  Date: 04/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I do not find this resolution satisfactory, I am tired of fighting with a business that does not stand behind providing quality service. I will continue to warn everyone in my community to not work with AAA Heating and Cooling, and will be posting reviews online regarding our extremely negative experience. **** technician told us our furnace could not be fixed, which was simply not true since it is now working perfectly again despite being very old.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/02/2024

  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.

  We have been paying AAA Heating and Cooling since ************************************************************************************ our home. AAA were recommended to us by the previous homeowner who used AAA to install the **** equipment, including the Air Conditioner and Furnace, still in use.AAA's technician came to our property on April 26, 2024 for annual maintenance on the Air Conditioner, during which time the technician incorrectly or negligently serviced our A/C, and did not actually perform an assessment or cleaning of the coil and drain pan, and also likely broke the *** piece connecting into the drain pan. The technician then misrepresented his service and marked on the maintenance report we received that the interior coil had *** checked and the drain was free of clogs.This misrepresentation and lie is what subsequently caused the A/C drain pan to overflow through the Air Conditioner which has then been flooding our basement ruining drywall, flooring, and baseboards, throughout our utility closet, hallway, downstairs bedroom, and living room, for an unknown amount of time.AAA is not taking responsibility at this time so I am resorting to filing both a Better Business Bureau complaint as well as a complaint with the Oregon *******************************

  Business Response

  Date: 07/26/2024

  We serviced the air conditioner at the customer's address in ***** 2024 and, at that time, found no clog in the system. Sometime between ***** and July, a clog developed which resulted in the leak that the customer experienced in July. When a clog occurs, the leaking begins in a matter of hours. So if a clog existed during our servicing in ***** it would have been leaking at the time of service (it was not) and would also be apparent long before July.

   

  We received a phone call just after 8am on July 2nd alerting us of this leak that had been noticed by the customer the prior evening. We prioritized this call in the middle of a heat wave and dispatched a technician to the home 3 hours later. We are unsure how offering same day service can possibly be construed as "ignoring" or "not taking responsibility", as the customer has claimed. We also had ServPro out to the home that same day to begin remediation. This matter was referred to the insurance company the following morning, July 3rd, and every effort has been made to help in the speedy remediation.

   

  Unfortunately we are no longer able to reach out to this customer directly due to the abusive nature of their communications. After we booked that prompt appointment on the morning of July 2nd, the customer continually called into the office to yell at and berate every member of our office staff. Once this matter was referred to the leak remediation company on the afternoon of the 2nd and the insurance company on the morning of the 3rd, the angry phone calls continued as the customer was upset that these 3rd party companies did not work on the 4th of July weekend.

   

  This BBB complaint was filed on the same day as we were alerted of the leak so we are unsure what resolution could have prevented this complaint. We have been prompt and reasonable with every step of this process and have sent it through proper channels to remediate the customer's issue. Their claims of a fraudulent service in ***** are baseless.

   

  We are happy to help in the insurance and remediation processes but unfortunately see nothing further we could have done as we offered service immediately upon learning of the issue. We have also exhausted every effort in civil communications with the customer.

  *****************************