ComplaintsforAirtronics Air Conditioning & Heating

• Initial Complaint

  08/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  AIRTRONICS installed a new AC unit (Condenser &Coil) and it has been leaking cool air in the attic. Since joints were not installed correctly. They are not coming to fix the problem. They sent a few guys to put tapes. I need this issue fixed. Thank you.

  Customer response

  08/22/2023

  Better Business Bureau:
  
  This letter is to inform you that Airtronics Air Conditioning & Heating has carried out to my satisfaction the resolution it proposed for my complaint, filed on 8/20/2023 and assigned ID ********.
  
  Regards,
  

   

  Airtronics has fixed the problem, and I would like to withdraw the complaint.
  
  Thank you.
  
  Regards,
  Kartik
  

  
  

  
  

• Initial Complaint

  12/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a new HVAC system installed less than 6 months ago for almost 10,000 dollars.First it was a thermostat issue that was never resolved. They were to bring back a WI FI, thermostat and I’m still waiting. Then on 12/23/22 the thermostat went blank and there was no power to the unit. The issue is you never can call the company and get an answer. You leave voicemail only for them to not return calls. I had Roger ( one of the employees) personal number and I was communicating with him via text and he stated that he was trying to reach the office and he was waiting too for someone to call back. The only way I got a call back is when I threatened to write the BBB then someone called me back and sent someone out the next day. When the lady called me back she says that they were busy but that’s no excuse for not answering the phone for your customers. They had the unit wired wrong which tripped the breaker causing me to be in the cold. The temperature was 18 degrees outside and my husband has cancer so I had to pack him up to go to my daughters house. The resolution that I’m proposing is that Airtronics refund half of my money back for their equipment and I go through American Home Shield for any repairs because I can’t keep having this issues with them when I paid my hard earned money for a service that is poor. I can’t keep going through this for them to honor the warranty on the unit. It’s completely stressful and I’m called for. You could reach them when they was trying to get your business and after that they just dismiss you. I called this company because of their rating but evidently their rating is not accurate.

  Business response

  01/04/2023

  Airtronics installed a new 14+ seer ****** system on 9/27/22. The installers did not have a WiFi thermostat in there truck at the moment. We sent a technician to install one but it apparently failed. In the mean time the circuit board to the furnace tripped. The tech we sent found some issues with the wiring, the tech repaired them and also checked the heating operation. One of the reasons for the poor communication was Airtronics was relocating the office. we were experimenting extreme issues with our phone lines. We will be contacting the homeowner to install the WiFi thermostat, the new HVAC system has a full warranty. Airtronics will repair any issues that happen at no charge. It is a fact that with any mechanical systems sometimes there are problems. That is why we offer a full warranty on any HVAC systems we install. Airtronics apologizes for any and all inconveniences the homeowner experienced due to the issues that have come up. Airtronics will offer the homeowner a (5) years labor warranty on the HVAC system to help compensate the homeowner. 

   

  Thank you 

  Customer response

  01/19/2023

  Better Business Bureau:
  
  This letter is to inform you that Airtronics Air Conditioning & Heating has carried out to my satisfaction the resolution it proposed for my complaint, filed on 12/26/2022 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Airtronics, Inc company sent a technician to fix my AC unit in August 9th, the company was hired through my insurance American Home shield. The technician never submitted the report to *** and for a week kept telling me they did, that it was *** fault for not moving forward with the claim. At the same time I was talking to *** who kept telling me the company did not submit the report, but that they would email them to remind them. Finally on Tuesday, August 16th the receptionist at Airtronics Inc. admitted the technician did not submit the report, she said she was going to make sure he did it but the end of the day. Yesterday, Thursday, August, 18 *** called and shared that they have contacted Airtronics and have confirmed the technician hasn’t submitted the report yet, but they were going to submit it ASAP. I called today (8/19/22), at 11 am and the technician hasn’t submitted the report yet. Meanwhile I have been without AC in triple digit weather.

  Business response

  09/20/2022

  We do apologize for the tardy response, this summer has been extremely difficult due to the sever heat and supply chain problems. It is true between ***** and Airtronics there has been delays and mistakes in completing the submission of the report. The report was been completed and submitted however the homeowner decided to go another route to repair their HVAC system. The main issue was that it was a component in what is considered a package unit which is rate to order and find. 

  Customer response

  09/24/2022

  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.  
  
  [I did asked *** to change providers because they were very unprofessional if you are not able to tell the truth and work in a timely manner I don’t want to do business with you. I am not requesting anything just want the BBB to know you are not a professional business and your rating should go down. 
  
  Regards,
  
  
   
  

  Business response

  09/29/2022

  Airtronics has been in business for 32 years, we run 4-5 thousand calls a year. Once in a while we do make mistakes like this one. Again we don't have to make up excuses. I understand how unbearable it is to go with our A/C in the city of Houston, again we profoundly apologize for the issues you had to go through and I understand why you are upset. 

  Customer response

  10/22/2022

  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.  
  
  [I do not accept the business response because I had to hire another company to complete the job and they did it even before the company responded to my complaint.  I am not asking anything from the company, I only want people to know they are not very unprofessional and that they should not hire them.
  
  Regards,
  
  
   
  

• Initial Complaint

  05/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been working with Airtronics on my AC unit for over 1.5 years since I’ve moved into my condo. They installed a lemon unit, replaced the unit, and then it broke within a year (which still should be under warranty). They have charged me for a new compressor on my roof ($845). Waited multiple weeks for it to arrive and when they went to install they said they couldn’t because the main unit was broken. So they “ordered a new unit” and I’ve already started monthly payments on the account for the new charge and it’s been 5+ weeks with no communication. I called today and was told “it’ll still be 2 more weeks, maybe 3.” — no proof that anything was ordered, nor will be fixed. Tried to speak to the business owner and was told that “he does not want to speak to you”. How can anything get rectified if I cannot speak to someone who is in the know and the only person they’re allowing me to speak to stays on the phone in silence? (Office manager) When attempting a google review (in hopes of ANY type of communication) I received 4 laughing emojis from the business owner. I don’t understand how I’ve spent close to $6,000 on a unit that is completely broken. I have paper receipts if needed, or any other documentation on the manner. I would want my money back from the very beginning. They have no sense of urgency of helping out and it’s been over a year and half of dealing with broken AC with 95+ degree weather and giving them the benefit of the doubt to rectify the situation.

  Business response

  05/23/2022

  Airtronics installed this HVAC system in 11/16/20 there has been  many problems with it. we replaced the inside unit on 12/30/20 under warranty, replaced the compressor on 03/23/22 under warranty. soon after that the compressor failed again. we asked Lennox to furnish a new compress and a condenser coil to try to make sure there are no more problems, however they said there is not a condenser coil in the entire country. we are working with Lennox to get them to to give us a brand new unit outdoor unit. As far as the emojis, there is no way we would pour gas on a fire by putting that response on google. we suspect it was an old employee that no longer works for the company. We are in the process of having Lennox giving us a new unit as we speak.  

  Customer response

  05/23/2022

  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.  
  
  The answer provided by the Business does not provide a clear date of when this will get fixed. Also, if this is under warranty - then why am I paying another $845 to fix the unit?
  

  
  Regards,
  Brittney *********

  
  

  Business response

  05/25/2022

  we have received a brand new unit from Lennox and are in the process of scheduling.we are not charging for this unit. 

  Customer response

  06/02/2022

  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.  
  
  I would like actual copies of the cancellation charge as it is still on my account for the full amount of $845. Once received, I will close the correspondence and deem the situation satisfied. 
  

  Please email cancellation paperwork to: Brittney.*********@gmail.com
  
  Regards,
  
  
   

  
  

  Business response

  06/10/2022

  LENNOX COULD NOT PROVIDE THE WARRANTY PARTS TO REPAIR UNIT. AIRTRONICS PUSHED LENNOX TO PROVIDE THE CUSTOMERS A BRAND NEW UNIT WHICH WE INSTALLED 2 WEEKS AGO AS FOR AS WE KNOW THEIR SYSTEM IS OPERATING IN GOOD CONDITION. 

  Customer response

  06/10/2022

  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.  
  
  I am trying to gain clarity for the financial portion of this resolution. You stated you were going to cover the cost but it is still a charge of $845 on my account. 
  

  when will I see the refund on my account?
  
  Regards,
  
  
   

  
  

  Business response

  06/16/2022

  prof of refunded has been provided 

• Initial Complaint

  08/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Back in May 2014 I purchased an AC unit from Airtronics. The sales person told me and my wife than the product came with a 5 years warranty, 5 years PSA and that THEY WILL REGISTER the product to get a 10 years parts warranty. He even added this to the invoice ( I have the invoice). Last Saturday, the AC stopped cooling at 4am. I called Airtronics and got a recorder. Left message ( nobody called back). I called another service since I could not be without AC. The AC service I called came at 3pm the same day. I mentioned my 10 years part warranty and he checked it online and showed me that the AC was out of warranty ( after 5 years) and that the 10 years parts warranty did not apply since it was never registered. I paid $977 for the repairs ( parts/labor). He told me that the seller should have registered the product and they didn't. I called Airtronics on Monday. I was told that I was supposed to register the product. My invoice says otherwise. Want compensation.

  Business response

  09/13/2021

  our records show the BB emails came over the early weekend and this was not attended to that was our fault. customer registers customers equipment  as a country. we are not obligated to do so. we called the manufacture and inquired about the registration, they said that the equipment must be registered within 90 days and they said we did try to register the equipment but were to late. we will add the evidence of the attempt to register. Airtronics services 3500 american home shield customers and we don't service them on the weekends  and after hours. and we usually don't return calls until the next business day. unfortunately Mr. ****** did not receive a call back because  the on call manager assumed it was an ******** **** ****** customer. we are working on getting the problem resolved. Airtronics will honor Mr. ******* 10 year parts warranty, however there is no labor warranty.  if he would send us the invoice the the repairs we will refund the parts cost. BBB case #********

  Business response

  09/15/2021

  Again Airtronics apologizes for not returning your message, However we will reimburse the homeowner for the parts they were charged for but not for the labor cost, hard start kit $321 and capacitor $427 of a grand total of $748. please let us know the next step and how to reimburse the homeowner. In the Future we will not do this again, if the homeowner is wanting service they must call during business hours. 

  Customer response

  09/19/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  
  
  
  
   
  

*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. ↩