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:03/17/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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’ve been using Aire Serve for almost 20 years and never had an issue until the company changed ownership recently. Ever since then, when they come out to do the biannual tuneup to the a/c-heating unit, they give us a list of things that need to be replaced asap, and it’s always the same parts, 2x a year! A technician came out on 3/14/25 for the spring tuneup and said the contractor and capacitor needed to be replaced asap, even though they were replaced in March AND October last year. He also said the coil sterilizer wasn’t working and we needed a new blower motor and a surge protector (even though there already is one). He also said we needed to have the ducts cleaned until I mentioned they had just been done, then he did some backpedaling. When we pointed out that the contractor and capacitor were JUST replaced a few months ago and how much we paid, he tried to tell us those were just quotes they’d given us (I watched them replace those parts and you could see they were brand new). These type of lies and gaslighting have been consistent no matter who they send out, ever since they changed ownership recently. There’s no telling how much we’ve spent in unnecessary repairs with them. I had a new company come today to get a 2nd opinion, and he said none of that stuff had any problems, and the coil sterilizer was working perfectly. the only issues he found was a moisture sensor needs to be added on the attic unit and there’s a leak/hole in the ducts where the tape is coming loose, neither issue was even mentioned by aire serv! Aire Serve claims: At Aire Serv, we don’t just provide residential and commercial heating and air conditioning services; we make people’s lives easier. Better. They also claim to put their clients first and get the job done right the 1st time…all they’ve done is lie about parts not working and cost us a lot of money

• Initial Complaint

  Date:10/03/2024

  Type:Billing 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 inquired about the duct and vent cleaning service.
  Joe P***** the sales manager, came to my house to explain the process. He told me ALL vents would be cleaned and before and after photos would be provided to ensure quality of service. They never showed up to 3 of the appointments and when they finally did show up on 08/10/24, they did a horrible job. No before and after photos, and they left my house full of paint chips, dust and debris. They also never cleaned the bathroom vent or the dryer vent. They demanded the balance of $1,387.50.
  I called the main office and they told me the technicians who serviced my house were terminated for substandard work. I then called Joe P**** to explain the situation and in the condition my house was left, he told me he didn’t have the manpower to come redo the job so he would give me a full refund. It has been over a month since he said I would receive a “check in the mail.”
  This man has no integrity, no word and no ethics when it comes to making empty promises on behalf of this company and acting like his working on a solution. Every time I called the office, the had no idea about that I was talking about. He never relaid the message about anything. I’ve been nothing but patient through this battle to get this resolved and it just doesn’t seem to her anywhere. I’ve requested for another member of management to contact me and nothing. No one cares.

  Business Response

  Date: 10/03/2024

  Our Director of Operations, Charlie, spoke with customer on October 3rd and has made arrangements to follow up with cleaning the bathroom vents.

  The $500 was refunded to the customer's credit card on September 19th.

  Customer Answer

  Date: 10/16/2024

  The came and completed the service and left a broken cover with unsealed edges.

  
  

  The new cover shown in the picture is one I replaced. So they were supposed to replace the one at the top. When they removed it to clean the vent, the cover broke and they put it back… broken.

  
  

  I contacted the office and Charles P**** and they scheduled a new appointment to replace the cover.

  
  

  I will continue to update. Thank you!

  Business Response

  Date: 10/16/2024

  Our general manager has been working with the customer regarding the complaint.  Nothing that she’s complaining about was in the contract of our service. Our company has continued to try to work with the customer even beyond the service agreed upon.

• Initial Complaint

  Date:07/08/2024

  Type:Customer Service 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 had an HVAC system install in October of 2021. I have been having issues with it recently. Highs here have been in the 90s recently. I took today off so that I could be home for the appointment that I was supposed to have this morning. I was told that I was the 2nd appointment of the day and it would likely occur around 10:00am. At 11am, I received a call from Carly saying that they were running behind and that it would be around 1pm before they were here. When I hadn't heard anything by 2, I called. I was told that they were still running behind and that they would here here between 3 and 3:30pm today. When I hadn't heard anything by 4pm, I called again. I was given the same old song-and-dance about getting here soon. I told them that this was not acceptable and that I wanted to speak with Carly. I was told that she was in a meeting and that Joe would call me within 5 minutes. Joe did call....45 minutes later. He explained to me that even though I was the 2nd appointment, the technician skipped me and went to the 3rd. He said that the technician should be done around 5pm and he would have him call me. I told Joe that this is what I'd heard all day and that it wasn't acceptable. Joe gave me his cell number and I told him that I would call if I hadn't heard anything by 6pm. It's 5:57pm as I write this and I haven't gotten a call.

  Business Response

  Date: 08/01/2024

  Customer was taken care of by our service team on Tuesday, July 9th and the problem was solved.