Complaints
This profile includes complaints for Aire Serv of Memphis's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 4 complaints closed in the last 12 months.
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Initial Complaint
Date:11/04/2025
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.
Aire Serv came out in June and had to come back out to clean up their mistake. They left wires exposed in the breaker box, and we had to end up calling an electrician. On the first visit they sold a monthly subscription for service, which we cancelled when they screwed up. I put thison a CC I never use. FF to September the air goes out again so we gave them a second chanceto correct their mistake. They No Call No Showed on back to back days, claiming they showed up. We work from home, office is right next to the front door, we have 4 dogs lol, they never showed up. My wife saw them drive by a take a picture so they could claim they showed up. After having to argue with them about if they showed up , we simply gave up. Today I checked my CC and they have been charging me a maintenance subscription since June, even though it was cancelled, even though their work is shotty, and even though they lie about showing up. They are charging me even though they NCNS. Its absurd. ******* from this company
Business Response
Date: 11/07/2025
Customer has been refunded for the monthly advantage plan membership. He has been notified of this refund from our office personnel.Customer Answer
Date: 11/07/2025
Complaint: 24103055
I am rejecting this response because:
They have not responded to the lies, the not showing uo, the time wasted, or the first service not working. They have done nothing correctly and not responded to any of it. Saying they refunded the subscription they had no intention of honoring is so far away from a solution lol. What a horrible company
Sincerely,
***** ****Business Response
Date: 11/10/2025
We continue to try to work with the customer. We have refunded the customer the maintenance plan membership that he had paid.Customer Answer
Date: 11/10/2025
Complaint: 24103055
I am rejecting this response because:
Sincerely,
No one has tried to work with me, that has to be a joke. They No Called No Showed, shirked responsibility and accountability, didnt respond for a week after not showing up even though they were charging me for a monthly maintenance fee. I believe I received a call on Friday, I called back and thats all I have received. I have been forced to reach out to their parent company Neighborly for any type of response.
***** ****Business Response
Date: 11/14/2025
We have refunded the customer all of the money that he has paid to our company.Customer Answer
Date: 11/14/2025
Complaint: 24103055
I am rejecting this response because:
That is simply a lie. They have not refunded me all of the money I paid to the company I paid for a repair in June that lasted 5 months. I am having to pay someone else to come out repair their repair. So, its simply a lie to say you have refunded me all of the money I have paid Aire Serv. They obviously just lie 24/7 about everything. From lying about coming out , to saying theyve refunded me everything, they just lie. Worthless people at this company
Sincerely,
***** ****Business Response
Date: 11/17/2025
As of November 17, 2025, the customer has been refunded the total amount of $223.60 that the customer spent with our company. The refund was made in two different transactions, one on November 4th and one of November 17th. There is an attachment of the summary of the payments and refunds that were made to our company and from our company to the customer. All transactions are documented.Customer Answer
Date: 11/17/2025
Complaint: 24103055
I am rejecting this response because: i have no record, receipt, statement , or anything showing anything was refunded today. If they did get n fact refund the rest of it today, that makes their previous statement (past week) of saying theyve refunded all money paid completely false. They cant really help but lie. God bless their hearts. I have sent Neighborly all of these communications. This really feels like harassment at this point
Sincerely,
***** ****Business Response
Date: 11/24/2025
After attempting to call the customer again last week, we were not able to actually speak to the customer.
The customer did try to call us back, but the person he needed to speak to was in a meeting and could not answer the call. Then when he attempted to call the customer again after his meeting, no one answered the call.
I have attached the record of all the charges from the customer and all the refunds back to the customer. All of the transactions show that they were accepted coming to us and approved going back to the customer. It is documented on the attachment from our transactions records at the company.
The message of Friday, 11.14.25 was not an attempt to say anything that was not true. The refund was approved and scheduled for the customer, it just did not go through until Monday, 11.17.25.
Customer Answer
Date: 11/25/2025
Complaint: 24103055
I am rejecting this response because:of the length of time this has taken me to get this fixed, and the manner in which Ive been treated.
They have now refunded me all the money I paid them, but I have lost alot of time dealing with this. And According to my credit card, the subscription they say was cancelled is still scheduled to come out. Maybe its my cc is expecting the charge but Aire Serv has cancelled it, who knows. But we will see i guess . I have attached a screenshot.
Also, to this day they have not admitted they NCNS twice which is pretty much the same as calling me a liar. We work from home, our son is on the Autism Spectrum, we literally never leave the house. So, its just disrespectful and a lie to keep claiming they showed up, knocked on the door. The inability to take accountability for this is disturbing
Sincerely,
***** ****Initial Complaint
Date:10/28/2025
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.
I am requesting either a refund of $3000 or a replacement of my air conditioning unit. A team came to my home to replace my unit in April. I asked them to install a unit different from the one I already had, and I came home to find that they'd installed the exact same model I had anyways. I was charged over $14,000 for the unit and installation. One of the team members told me that this unit cost $7,000. I called the company that makes the unit and was told it was on sale for $3,556. Aire Serv did not have to do anything other than take the old unit out and install the new one. During the installation process, a large, heavy roll of tape used for the installation was set on the unit by one of the team members, denting the unit. The dents are visible in the photos I've attached; you can see the rainwater pooling inside them. When I first noticed this, I expressed my concern that this would cause my unit to rust, and that concern was brushed off time and time again. I expressed this same concern to the manager, who had come to my house, and he offered to "take the top off of it and beat the dent out of it." I have been calling the company since April to try and resolve this issue. They keep telling me they'll be in contact with me and then I hear nothing back. I am willing to keep this unit if Aire Serv refunds some of the price. If that is not possible, I would like for the unit to be replaced so that it will not rust out.Business Response
Date: 11/04/2025
Our install manager has been to this customer's house a few times to discuss these concerns. The customer said at the time of install, the tech set their tool bag on the condenser and dented it. This was not reported directly after completion of install. A neighbor told the customer it will rust if it rains, but we have explained to the customer that the condenser is covered in rust-resistant paint and that we cannot honor this dispute due to not being able to confirm that we are liable for damages - per the branch manager. We have left the customer a voicemail as well as sent the customer a message so that this can be discussed further.Customer Answer
Date: 11/04/2025
Complaint: 24076232
I am rejecting this response because:
The damages absolutely did happen at the time of installation. Immediately upon noticing the damages, I reported them to the company. The company is avoiding accountability.
Sincerely,
**** *****Business Response
Date: 11/07/2025
***** *. has reached out to the customer and is working directly with the customer for a solution to this complaint; and the customer is happy working with *****.Initial Complaint
Date:07/15/2025
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.
Total Amount Paid: $270.00 Resolution Requested: Full refund and removal from Aire Serv system I signed up for Aire Servs Advantage Plan at $14.95 per month with the understanding that I would receive regular **** maintenance, priority scheduling, and discounted services. As of today, I have paid a total of $270.00, and I am formally requesting a full refund due to a continued pattern of poor service, misdiagnoses, and lack of fulfillment of the plans promised benefits.Aire Serv has been to my home approximately five times, and not once was I given a true or accurate diagnosis. Instead, I received invoices for services that were either unnecessary or unrelated to the actual issue I initially called about. I have only received one tune-up visit under the plan, far short of what was expected for a subscription billed monthly.The final incident prompting this complaint occurred on July 9, 2025, when my Trane thermostat stopped working. Based on my experience as a homeowner, I suspected an issue with the **** unit itself. I contacted Aire Serv, and the technician performed a very minimal inspection before quoting me $700 to replace the thermostat, without checking the system thoroughly.Not feeling confident in this diagnosis, I contacted my home warranty provider (****). Their technician arrived the very next day and correctly identified that the float switch was full of water, which caused the thermostat to shut downa repair that only cost me $100.I have spoken multiple times with *****, the Area Manager, who consistently offers apologies but no real resolution or accountability. At this point, I am extremely dissatisfied with Aire Servs level of service and feel taken advantage of as a customer. I no longer wish to do business with this company and do not want any further contact from them. - the attached invoice also indicates they had to redo a job that was not done right the first time.Business Response
Date: 08/15/2025
We had waived 6 months of the advantage plan membership (July - December 2024) and have refunded the customer.
We did perform three maintenance tune *** per terms of service in the monthly advantage plan membership.
We did perform four service calls and did not charge the customer for the service calls.
All service performed are recorded with visual findings from each visit to the customer's home.Initial Complaint
Date:04/30/2025
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.
Theres a couple of things I pay monthly fee to extend a warranty of a new product with service quarterly a filter changes and check up andthe company says they dont supply filters theyve canceled several times and they never send the same person out and they all have different stories and make promises of coming back and resolving the problem Thermostat does not work correctly. Several complaints made on that and nothing done to correct that problem as well I have asked for manager to call with response and still being billed the monthly fee without getting the services that I was told that I would receive warranty issues with thermostat not addressedBusiness Response
Date: 05/14/2025
Our manager spoke with the customer today, May 14, 2025 and understood that the problems were resolved during their conversation.Customer Answer
Date: 05/15/2025
Complaint: 23267568
I am rejecting this response because: they still have not addressed my issues nor corrected the problems with the installation there is poor return and the flex laying on the ground
Sincerely,
**** ******Business Response
Date: 05/15/2025
Our manager just spoke with the customer on the afternoon of May 15, 2025 and has made an appointment to go to the customer's home to resolve the issue on Tuesday, May 20th, with the customer's approval of this appointment.Customer Answer
Date: 05/20/2025
Work is not completed due to weather they cancelled today.They are supposed to get they work completed and wont know until they come and finish the workCustomer Answer
Date: 05/20/2025
Work is not completed due to weather they cancelled today.They are supposed to get they work completed and wont know until they come and finish the workBusiness Response
Date: 05/20/2025
Due to weather, yes, the appointment has been postponed. Customer said that until we complete the appointment, we are in a holding pattern, basically.Customer Answer
Date: 05/27/2025
Complaint: 23267568
I am rejecting this response because: I just received a phone call from the technician stating The parts have not come in, and they dont have a timeframe of when the problem will be resolved
Sincerely,
**** ******Business Response
Date: 05/28/2025
Our manager, who has spoken to customer before, reached back out to the customer and left a voice mail and had not heard back from him the next day after this rejection was sent.Customer Answer
Date: 05/28/2025
Complaint: 23267568
I am rejecting this response because: no one has called and no one has left a voicemail I spoke with the technician and he said that the parts were not in and that he has no idea when they will have the parts or be able to finish the job
Sincerely,
**** ******Business Response
Date: 06/10/2025
Aire Serv has been waiting on the part to arrive and it arrived on June 10, 2025. Once the part was in the office, an associate in our office called and talked to the customer that the part had finally arrived and they set up an appointment with the customer for June 12, 2025 to make the necessary repair.
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