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:07/13/2024

  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.

  I contracted with AirPro Airconditioning and Heating to install a new AC system in our garage. They began the installation on June 14th and could not complete it because the equipment was defective from the manufacturer. I told them I would not accept a refurbished factory defect and to either replace the equipment with a new, non-defective unit or cancel the order. In addition, AirPro has made several fraudulent claims, such as suggesting the equipment was manufactured in the US when it is actually made in Malaysia, and they have opened a warranty claim on the unit in my name without my consent. I have made multiple attempts to contact AirPro to remove their defective equipment, but they will not respond. We are seeking help to receive a refund of the charges of $3,150 and to remove their equipment. See attached. Thank you for your help!

  Business Response

  Date: 07/30/2024

  Dear Sir/Madam, On June 14th we did an installation of a minis split system in Mr. ****** garage. Upon Start up we found that the unit had a bad control board and need a new one, this was after 5pm on June 14th. Mr. **** called and stated he wanted the unit running by Saturday, because it was the weekend we could not start the unit up till Monday morning. On Monday morning we received the control board and we contacted Mr. **** to send our service manger out to install the control board and start the unit up. During the sales process Mr. **** was deciding between two manufactures one being Daikin and the other Mitsubishi, ultimately Mr. **** decided to go with the Daikin Equipment. On Monday June 17th Mr. **** stated he wanted the Daikin system removed and wanted to go with the Mitsubishi and at that point it was too late the Daikin had already been purchased and installed with a signed contract. At this point Mr. **** Still owes us $3150.00. Although he did dispute the half down deposit of $3150.00 with his bank but the bank reversed that decision after we provided proper documentation. Our position at Airpro we are willing to install the control board and start up equipment and verify proper operations and collect the balance due of $3150.00. 

  Customer Answer

  Date: 08/05/2024

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Please let me
  clarify the situation how we have evolved to where we are today: I placed an order for a new Daikin mini-split system, including installation and start-up, with the understanding that the equipment was manufactured in Texas, USA.
  If the installation & startup had been completed successfully the sale would be complete.  After having 3 technicians work on the equipment all afternoon, with a 4th tech on the phone, AirPro was not able to complete the installation and startup.
  After questioning them, I was told they needed parts, a circuit board they thought, and I had to speak with Gary.  But, Gary couldn’t give me an answer to when he could complete the installation, but explained this was a new model and parts weren’t readily available. I was told the unit was built in Texas, but it’s made outside of the US, in Malaysia.  Gary then proceeded to tell me the issue was caused by a factory defect from the manufacturer, Daikin.  At this point, Friday June 14th, I told AirPro the Daikin unit was not meeting expectations.  Gary said factory defects were out of his control.  I asked him to replace the defective unit with a new unit.  I had purchased a new AC system, not a refurbished factory defect. Gary said he would talk to the manufacturer, confirm availability of a new unit. Later that evening, I told Gary since we were going to
  replace the unit, I wanted to install the higher quality Mitsubishi
  unit.  He told me it would cost a little more,
  but he would make a quote.  I didn’t just change my mind. I ordered the new Daikin unit in good faith and AirPro could not complete their commitment, and since they have not been truthful: AirPro has warranty registered the equipment in my name without my consent; They told American Express that they sent out a service manager and he told me he would return the next day.  If the 3rd technician on June 14th was the service manager, he laughed when asked when he would return, and told me he didn’t know where they were going to find the parts or when he could return to complete the start up; They told American Express, “Our phone calls to him have went unanswered,” which is untrue.  I have made several calls and left messages but have not received a returned call or message to this day.  Based on this untrue information, American Express has reopened the dispute under appeal.  My goal is to cool my garage.  I placed an order with AirPro to install a new Daikin unit to do so.  When I learned that the Daikin unit AirPro installed was a factory defect, I asked to have it replaced as I was planning to pay full price for a new unit.  When I learned that the Daikin equipment is manufactured in Malaysia, defects were common, and parts were hard to find, I requested to pay more to have the Mitsubishi unit installed.  When AirPro refused to provide a quote to install the Mitsubishi unit, I requested to cancel the order, remove the equipment and refund my deposit.  Please see revised attachment.

  Regards,
  
  Dale ****

  Business Response

  Date: 09/04/2024

  Dear Sir/Madam, We installed the unit under the agreement of the contract with Airpro and Mr. ****. There is stall a balance on the account of $3150.00. When we went to do the start up on the unit Friday afternoon we reached out to the factory for guidance, they agreed it had a bad control board and at this point it was after hours and could not get the available part. We where able to locate the control board Monday morning. As far as taking the system out and upgrading to a different brand, once the unit is installed it is no longer a sale-able product, changing out to a Mitsubishi would be consider a new install and we would have to complete the first install and then sale you a new system. We still have the control board and are willing to come out and satisfy our end of the contract. 

  Customer Answer

  Date: 10/16/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  

  On Friday, October 4th, AirPro A/C & Heating completed the work, which was associated with the complaint, to my satisfaction.

   

  Thank you for your assistance with this matter!

   

  Best regards,

   

  Dale 
  
  
  
  
  
   

  
  

• Initial Complaint

  Date:07/19/2023

  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.

  At every step of this process there has been a mistake on behalf of Air Pro:
  -the original quote was written for a gas unit. I do not have gas in my house.
  -the crew got loaded with a gas unit (not their fault) so we had to wait while a new unit was brought to the site.
  -the outside unit was installed on top of the fiberglass mould on top of the concrete slab already designed for the size of the unit.
  -the billing sent from Air Pro did not match my loan amount. We had to argue our position to get the change made and had to wait two business days to get a copy of the adjusted bill.
  -no one showed up for the follow up quality check. We were scheduled for 8-12pm on Tuesday 6/27/23. I received a phone call around 831am. By the time I returned the call at 858am I was told that the agent was already on to another call and that someone would be back before noon. At 4pm I contacted the office and asked why no one had shown up yet I was informed that no one would be coming at all and that I could reschedule for tomorrow, Wednesday. I explained that I was not available to clear two days of my schedule to accommodate the quality check and I had already dedicated the 27th to do this. I was told that the agent was busy on another call and was not able to revisit again today. I went ahead and scheduled my mid-year warranty check for the first Monday of January 8th, we shall see if they show up.
  -on 6/29/23 Thursday was my next available day to chase this again. I contacted the Air Pro office and asked to speak to the manager. I was informed that he was in a meeting and that there was only one individual that handled such calls.
  -at this time I contacted the financing company because it had occurred to me that yall had sent an email asking about my install before they had even finished installing it. This is when I made my original complaint about what we were experiencing. The person on the phone was great! They were very nice, helpful and professional. While we were on the phone they informed me that an email had already been sent to Air Pro in regards to their lack of service. Before our conversation ended, I had the manager from Air Pro beeping in on my line. There is no doubt that this was a direct result of having received a complaint email and Air Pro was doing its best to now respond.
  -at 140pm I returned the call to Air Pro and spoke to the manager. We asked to be scheduled as soon as possible for our quality check. The response was "there are other customers that don't have cool air and that they are prioritizing those customers to be serviced first. Because I have cool air I am no longer a priority". Then he offered to schedule for me a week later on July 5th. We shall see if they show up.
  On July 5th an Air Pro Team Member showed up and found a hole in a connection that was sucking hot air from the attic preventing the unit from cooling. He patched the hole and left.
  The next week we called Air Pro again because the house still is not cooling. On July 13th they sent another team member to check the system. He admitted that the unit was not installed properly as he would have done it. He said that he would personally talk to Gary the manager to tell him about the issues we were having. It was confirmed that I should hear from Gary with a solution the next morning Friday the 14th. No one called.
  On Monday the 17th no one called.
  On Tuesday the 18th I contacted the Air Pro office and asked for Gary and expressed that it was important that I hear from him in regards to a solution. By the end of our conversation Gary was yelling at me over the phone and challenged me to a fist fight at his office.
  
  Upon further investigation in the attic I discovered that the connection to the Plenum is a 2 inch gap with duct tape, plaster and a single brick holding up the duct to reach the hole. The return line from the unit is not sealed and does not even reach the access to the roof. When I showed these pictures to Gary the manager he accused me off stagging the pictures and called me a liar.
  
  I am not an HVAC expert but in can know sloppy, poorly done work when I see it.

  Business Response

  Date: 08/08/2023

  AirPro came out and did an equipment install on 6/22/2023. We only replaced the equipment; no new ductwork was installed. On 7/20/2023, our install manager went out to check what the issue Mr. ******** was having, and Mr. ******** refused to let him in to check on the equipment. The bricks were installed before us coming out for the install and were at the house under the ductwork. we do not use any bricks to hold up any equipment nor carry any in our trucks. We have tried to get ahold of Mr. ******** five times and left voicemails each day to come out and fix any issues he is having. He has not returned any of our calls to get this fixed. 

  Customer Answer

  Date: 08/14/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  This company is continuing to lie and provide inaccurate information.  Air pro visited my house twice after the install and did nothing but report back to the company that my house was not cooling.  Air pro lost the opportunity to revisit my property when Gary the manager accused myself of staging the pictures with the bricks they used to prop up the duct work in my attic.  He said that i was a liar and that if I "was such a tough guy then I could come down to his office and see what a tough guy I really was."  Once the Air Pro manager accused me of being a liar and challenged me to a fist fight at his office their company was no longer allowed on our property.  We hired a new company to fix the mess made buy the Air Pro staff.  Based on the assessment of the new company, they were able to confirm that the job done by Air Pro was poorly done at best.  Gary the manager is willing to lie and say anything to avoid being held responsible for his actions and the actions of Air Pro.  The bricks used to prop up the duct work was not the only issue, the bigger problem was the plenum that was chopped in half to fit the shotty work that they did.  In the Lennox install manual, it clearly states that a plenum should be a minimum of 3ft.  I explained to Gary that the plenum installed by his team was only 18 and 1/2 inches.  He yelled and argued that "all I have is 3ft plenum and I got a whole pallet of them".  What had happened was the Air Pro team chopped the plenum in half so that it would squeeze into the spot they were trying to make it fit.   When I brough this to Gary's attention that the install manual clearly states for the unit to operate properly that the plenum needs to be at least 3ft.  His response was that I "was just reading some bullshit in the manual" and "that doesn't mean anything about how its supposed to work". 

  Lies, Lies and more lies.  Gary is willing to say whatever it takes or make up whatever excuses necessary to avoid being held responsible for the poor, sloppy install that Air Pro performed.  It is reasons like this that the BBB exists is for companies providing these services be held accountable when the do not provide the services they are advertising.  We appreciate the support of the BBB and we look forward to holding Air Pro accountable for what has happened.  Air Pro advertises that they offer 100% satisfaction guaranteed or your money back.  We are not at all satisfied and we do want our money back. 

  Thank you BBB for your swift action.

  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  
  
   

  
  

  Business Response

  Date: 08/21/2023

  Mr. ******** only bought a complete system, no ductwork. We sent
  our install manager twice to fix any issue, and we called multiple times. Mr.
  ******** refused to let our install manager on site. We only offer money back guarantee
  when the customer lets us attempt to fix the issue.

• Initial Complaint

  Date:06/28/2023

  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.

  Our upstairs Lennox AC system went out on us on May 23, 2023. We had a different HVAC company come out to diagnose the issue. They let us know that both our blower and our evaporator coil in the attic were bad and had to be replaced.
  
  Based on a friend's recommendation, we called AirPro to get a second opinion and quote on a new system since they were a certified Lennox installer.
  
  The AirPro representative gave us multiple quotes to install a new system including the outdoor condenser.
  
  Not once did the representative mention that our current Lennox unit was most likely still under warranty or offer to look up our warranty. Since they are a preferred Lennox company, they definitely should know that Lennox units are typically warrantied for 10 years.
  
  Without knowing anything about the warranty ourselves, we agreed to get a new system installed. After the installation was complete, the installer gave me the warranty paperwork of the new unit and explained that it was under warranty for 10 years. I even commented at the time "Oh wow...If I old unit had that same warranty we could have just used that." He did not respond to that comment.
  
  That night, we had an end of school party. I spoke to two separate neighbors who noticed the AC truck in front of our house. Both asked if we had used our warranty for the repair. This was the first I had heard about Lennox having a 10 year warranty.
  
  My wife immediately went inside and searched her email and quickly found the warranty paperwork from the original install stating that our unit was under warranty until January 2025.
  
  I called AirPro asking how we could get reimbursed for the evaporator coil and blower since they were both bad. He said he would call Lennox. That is the last I heard from AirPro. I have sent multiple emails in the interim asking for an update with no response.
  
  Since the blower and evaporator coil were under warranty and not working, I feel like I should be reimbursed for both.

  Business Response

  Date: 07/06/2023

  Mr. ********** Called on 5/24/2023 for a second option on an estimate. Mr. ********** had another
  company come out for a diagnostic which they recommend replacing the unit. Mr.
  ********** called us for a second option for pricing for a new AC unit. We asked
  Mr. ********** if he wanted a second option on estimate or a second option on
  diagnostic, which he chose to go for estimate. Each phone call is recorded,
  which we replayed to verify what Mr. ********** wanted. We sent our comfort
  advisor to give him an estimate for replacing the equipment like for like that
  the other company provided him. The comfort advisor provided the services
  requested by Mr. **********. Our comfort advisor had no knowledge of his
  warranty nor would he. It is part of doing a diagnostic process. Which customer
  declined during the first initial phone call. The General Manager spoke with Mr.
  ********** and explained to him our process when comfort advisor goes out. We had
  no knowledge of his warranty or how old his equipment is. 

  Customer Answer

  Date: 07/11/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]

  I did call with a second option on pricing.  One of the reasons I called AirPro is that they are a preferred Lennox repair and installation company as is mentioned on their website and the Lennox website.  (Screenshot from Lennox site attached.). 

  The original AC company that diagnosed my system does not replace Lennox with Lennox, so I thought I would call a Lennox expert to get an second opinion.

  Why would their comfort advisor not know anything about the warranty of the product that they specialize in installing? He know the age of my system based on the tags on the unit and he must had known Lennox typically gives 10 year warranties. 

  So a company that specializes in Lennox units is telling me they sent a comfort advisor to my home who has not been trained on a typical Lennox warranty?

  To rehash, I did originally call looking for pricing for a new unit. The advisor knew the age of my unit because it is on the tag and and pretty sure they know that Lennox comes with a 10 year warranty since they are a certified Lennox dealer. I would think a quote on pricing would had included a warranty option. At the very least, he could had explained to me that this unit is probably under warranty but I would have to have an AirPro diagnostic crew to come back out to test that. (The person on the phone probably could had also asked those questions and not had the comfort advisor come out at all due to it being a potential warranty call.)

  You would think if a homeowner who owns a Lennox system calls a company who specializes on Lennox, they would be the ones who would know all of the potential solutions to the homeowner's issues including warranty claims, not the home owner. 

  My last conversation with their manager, Gary, was that he was going to reach out to Lennox directly to see what my options were and get back to me.  It has been over a month, and I have still not heard back from Gary. I would just like some kind of refund for the blower and evaporator coil that were not working, under warranty and replaced by a certified Lennox dealer and repair company. 

  I am pasting the emails I sent to AirPro on June 2, June 13, and June 28 without a response.  I am not sure why I am having to go through BBB just to hear back from this company.

  
  Regards,
  
  
  
  
  
   

  
  

  Business Response

  Date: 07/17/2023

  Lennox does not give a 10-year warranty unless the system
  has been registered. Which will default to a 5-year warranty. Lennox does not
  display the date from the manufacturer on the tag. Our comfort advisor will not
  know if it is under warranty by looking at the tag only. Again, you did not
  request a service technician to come out and do a diagnostic to see what the
  issue was, you requested a quote for replacing the system. Our service tech
  will be the one to look up warranties not our comfort advisor. All our phone
  calls are recorded, our customer service representative who you spoke with asked
  if you wanted a technician to come out and do a diagnostic or a comfort advisor
  to come give you a quote. You requested a quote per your recommendation by the
  company you had out. The company that came out and did the diagnostic should have
  told you if you had any kind of warranties. Our comfort advisors are only sent
  out for an estimate for equipment replacement, which they have no knowledge of
  warranties. As far as Lennox is concerned the equipment is already disposed of
  and there is nothing they can do moving forward. 

  Customer Answer

  Date: 08/01/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]

   

  Maybe you should look into changing your policy so that your "comfort advisor" can take the 30 seconds it would take to at least ask their customers if they had looked into their warranty work because Lennox does give 10 year warranties. I would think that would be a simple task to coach your guys. 

  It is not like we are talking about a few hundred dollars.  This unit was over $13,000.  A very big portion of that could had been saved if the comfort advisor at least asked the question if not called the office to confirm the unit was not under warranty.  Very shady practice to say the least. 

  Any kind of olive branch would had been extremely appreciated.  A small discount or other incenttive would had been appreciated.  A simple apology would had been very nice and free to give. This company is apparently not capable of doing either.

  I own a real estate business in the Cypress area with several agents and several hundred deals. I will be sure our agents do not recommend Air Pro's services to future clients.

  
  Regards,
  
  
  
  Jim **********
  
   

  
  

  Business Response

  Date: 09/07/2023

  We went out
  for an estimate call on your request. All our calls are recorded, and our
  customer service representative asks if you wanted a service for us to come out
  and do a diagnostic or an estimate call where our comfort advisor comes out and
  give you an estimate for a new unit. Since you had another company come out and
  they recommend getting a new unit, you wanted a second option on an estimate. We
  did gifted you a year ProCare membership with your new install.