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:06/28/2025

  Type:Service or Repair 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 wouldnt recommend this company to my worst enemy.Royal AC delivered the worst service experience Ive ever had and I dont say that lightly.Over the course of three weeks and seven separate visits, they repeatedly failed to fix our AC. On the very first visit, they convinced us to install a $350 part that clearly had no impact on the actual problem. We gave them multiple chances, but they simply never followed through.The situation escalated when their senior technician, *****, fell through our ceiling during the fourth visit a literal hole in our home. (Photo attached.)Despite our repeated attempts to coordinate, they regularly missed appointments and routinely failed to answer phone calls both ours and those from our warranty provider. In fact, our provider couldnt transfer the case to another company because Royal AC wouldnt even pick up the phone to release ***** make matters worse, they closed the case multiple times with our warranty company, falsely indicating that the repair had been completed when it absolutely had not.I genuinely regret having to write this review. We were patient, we gave them chance after chance but Royal AC left us with no alternative.

  Business Response

  Date: 07/02/2025

  I do show we were out on different occasions . very sorry to hear about this . I do want to apologize for everything this is not what our *** is about . I had no idea about the sheetrock . yes let's get you taken cared of for the sheetrock and for the $350 spent . I will have our admin. *** call you directly to issue refund of the $350 plus get your sheetrock ***aired that I had no idea about - sincerely sorry about all this it breaks my heart to hear all this occurred  

  Customer Answer

  Date: 07/11/2025

  [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. I can confirm that the vendor has refunded the payment in mention.

  Best, 

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

  
  
  
   

  
  

• Initial Complaint

  Date:05/06/2025

  Type:Product 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.

  This company is horrible. They took months but Ac cooling issue was never resolved. They don't have experienced technicians They just send whoever is available everytime they sent different technicians to my home. American home shield and royal flush both companies are horrible they just want to get money from us. I paid around $500. But they missed diagnosed my ac for no reason they added fereone while there was a leak. Technician name ***** ** doesn't know what he's doing. He then came 2nd time to find issue with coil and made me pay again. Then finally they had another technician mahmood came found compressor is at fault However he was the one keep saying issue is in compressor he even said they didn't have to replace coil I don't know why this company manager called me and didn't believe his technician mahmood to replace compressor very first time but he decided to send ***** to make me pay twice for no reason. Then they wanted to replace compressor but they keep saying I don't have to pay however my home warranty said i have to pay $600 I didn't want to pay another $600 plus i don't belive royal flush work so I closed my home warranty but it took months my ac still not working even after paying so much to them. I don't recommend them I need my money back.

  Business Response

  Date: 05/06/2025

  we did absolutely nothing wrong . customer ac has two different failures at two different times . its like a car , just because there's one failures it does not mean a different failure can not occur . especial if the ** is not new . this partially home we tried to go out person many times to get the compressor done but no one was ever available . not by phone or in person . we tried as hard as possible to get this taken cared of but customer was not at all compliant . im sorry we were not able to help out but we did give it all we had and more 

  Customer Answer

  Date: 05/08/2025

  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.]
  
  Regards,
  
  
   
  

  Business Response

  Date: 05/12/2025

  not sure what to do . there was no money due for the compressor since it was fully covered by the home warranty   but after multiple attempts to install we got canceled out each time . 

• Initial Complaint

  Date:07/15/2024

  Type:Product 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 ordered a 4 ton condenser unit for my house. They brought a 5 ton Trane unit. The compressor in this unit has failed 3 times in the first 4 years and this company tells me that they will charge me a $2500.00 warranty fee to replace the compressor. Since I refused, they are trying to sell me a brand new Trane condenser unit for $5000.00 with no credit for the one that they sold me in the past. They knew that they sold me a defective unit and refused to replace it unless I pay for a new one. This is not fair or right. I am a disabled person living on a fixed income and I do not have the money to keep throwing at a problematic unit nor do I intend to. I would appreciate it if you would step in and show these people that this is not a fair way to do business and it is not to be tolerated. Thank you.

  Business Response

  Date: 07/18/2024

  we offered 2 options which are repair or replacement . really up to the customer as far as action on route or decision . now there have there been failures over the years yes,  but thats not something we can control . its unrealistic for us to offer a perfect AC system because perfect does not exist . failures will occur and yes customer had paid but we have always offers in house finance options and as I can see that went un appreciated . there  is nothing we can do in this situation . 

  Customer Answer

  Date: 07/22/2024

  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.  
  
  
  Regards,
  
  I paid $4600.00 for this condensing unit and it has failed 3 times in 4 years. And you offered to give me warranty service for $2500.00 or buy a new unit for $4500.00? Hardly seems like a fair offer to me. Especially since you already have my $4500.00 in your pocket. If this is the best that you can do, will never do business with you guys again. I will make every effort to let the world know that you guys are not reputable people to be dealing with. 
  
  
  
   
  

  Business Response

  Date: 08/01/2024

  I show we financed the unit and all at a great deal . you did use the unit every day for years . we can't just give your free service . things do break and nothing is perfect . also not to mention you had another company out so whom is to say what may have happened . we did offer you a new unit with only $500 down and the balance financed again at zero interest . what else can we do ? come on now , we have to be realistic 

• Initial Complaint

  Date:05/30/2024

  Type:Product 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.

  Royal Flush AC AND HTG service contractor was assigned by my warranty company, ******** **** ****** *****, on Thursday, May 15, 2024. The cantractor's incompetence has left my family and me without a functioning AC unit during the peak of summer, causing severe discomfort and significant inconvenience.
  
  The assigned technician by Royal Flush failed to correctly diagnose the problem and replaced the wrong part, charging me an outrageous $2,799. This misdiagnosis and botched repair by replacing a well-functioning evaporative coil in the attic has not resolved the issue. Subsequent assessments by more competent contractors revealed the actual problem lies within the outside condenser unit, necessitating additional more costly repairs.
  
  The failure of this contractor to deliver competent service is unacceptable. My family has endured unbearable conditions due to your technician's inability to properly diagnose and fix the issue. The financial burden of the incorrect repairs, combined with the necessity for further repairs, is both intolerable and unjust.
  
  I demand a full refund of $2,799 for the ineffective and incorrect repairs performed by your company. Furthermore, I expect immediate corrective action to be taken to resolve the AC unit issue, whether through proper repairs by a qualified technician or full compensation to hire another contractor to fix the problem.
  
  I have copies of all pertinent documents, including:
  • Invoices from Royal Flush AC AND HTG
  • Communications with Royal Flush AC AND HTG
  • The agreement with Royal Flush AC AND HTG
  • Diagnostic reports from other contractors
  
  I expect a prompt and satisfactory resolution to this matter.

  Business Response

  Date: 05/31/2024

         Customer has not paid us $2799 .that is fully false . First he tried to scam his way from the home warranty getting a cash out knowing well we had ALREADY  applied the upgrade credit from his home warranty so NO cash out was due . His balance after the upgrade credit due was $2799 but only has  paid a down payment of $1200.....still owes us the balance . We were kind enough to finance the balance not knowing the type of scams to be done by the home owner  . First he tried  scamming the home warranty process , now he is trying to run a scam saying he paid us $2700 when that is FULLY FALSE  . Not to mention when we caught him red handed in his scheme,   he acted oblivious to the fact he had got money from the home warranty when it was not due to him ! That created a issue because we were not able to bill out to the home warranty . so we did did inform his home warranty about the stunt he pulled . After they reviewed all ,  we then were successfully able to get the matter resolved and we did bit out . 

  As far as the remaining balance ......the customer STILL owes our company a balance of $1599 and its crazy how he wants money back that he hasn't even paid . By far this customer is very comfortable with scams and fraud . Good luck to the next AC company that goes to his home . We will never return , our service is cut off per we can not risk any more false accusations and more so not a single more money hack / scheme plotted by this customer 

• Initial Complaint

  Date:05/23/2023

  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.

  I had royal flush come out to my house to check on AC drip told the tech where it was dripping he went upstairs 1015 minutes later he came down and said flushed it out within a day it was dripping again. I had them come back out he told me he worked on the wrong unit. I was told i would have to pay another service fee for them to walk in the house, i paid it they came back for third time so informed me it was a drip pan they came back a fourth time this time there was two texts they went upstairs came back 1015 minutes later said it was fixed before they came back the fourth time the AC had been working I came home that day after they’ve been there for the fourth time, and the AC was not working so I called a different AC company told him the situation he came back down not even five minutes later informed me they didn’t do a thing upstairs show me a picture of the equipment up there that haven’t touched in years. I want my $150 back that I gave this company to come and work on my AC and they did nothing .

  Business Response

  Date: 05/24/2023

                Report is fully in-accurate . we never worked on a wrong unit . even less did we say that , that doesn't even make sense as per we do this every day . now that we worked on two units thats a different story . and as far and $150 paid well that was never paid to us . we can not refund what the customer has not paid to us . also just because another company  supposedly said something differently , that doesn't not make it true . this customer has been hostile since the very first day with all our staff not too mention the disturbing messages and phone calls made to us . the first tech out actually requested to not be sent to her home alone as per he felt un safe . if anything we should be compensated extra for dealing with such hostile situations . and again we can NOT refund any $150 as per no $150 was paid to us by the customer . there's is no such proof of payment to us as per payment was never made to our company by the customer . I deeply hope customer the best in luck in life , my recommendation is she should really stop being so aggressive and stop using profanity towards service representative's . its unethical . we already have her recorded  on one disturbing phone call  she made to our office on 3/23/23. next time she calls with her profanity and her threats we will also be recording the conversation . 

  Business Response

  Date: 05/24/2023

                Report is fully in-accurate . we never worked on a wrong unit . even less did we say that , that doesn't even make sense as per we do this every day . now that we worked on two units thats a different story . and as far and $150 paid well that was never paid to us . we can not refund what the customer has not paid to us . also just because another company  supposedly said something differently , that doesn't not make it true . this customer has been hostile since the very first day with all our staff not too mention the disturbing messages and phone calls made to us . the first tech out actually requested to not be sent to her home alone as per he felt un safe . if anything we should be compensated extra for dealing with such hostile situations . and again we can NOT refund any $150 as per no $150 was paid to us by the customer . there's is no such proof of payment to us as per payment was never made to our company by the customer . I deeply hope customer the best in luck in life , my recommendation is she should really stop being so aggressive and stop using profanity towards service representative's . its unethical . we already have her recorded  on one disturbing phone call  she made to our office on 3/23/23. next time she calls with her profanity and her threats we will also be recording the conversation .