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:08/27/2024

  Type:Service or Repair 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.

  Put in a request through my American Home Shield Home Warranty for a clogged HV** system on ************************ and fixed but notified us we needed a freon recharge and full system cleaning which would need to be approved by home warranty. Tech came back in on 22 August after receiving approval to conduct full system flush and freon recharge. Tech left in the afternoon, temperature inside home was 82. Was informed it will take time to cool down. HV** never cooled down and temperature inside home was 93 degrees. Called HV** to informed them the ** work they did broke the unit and it never cooled down. The following occured:Company sent tech back out and argued that they did not break it and that the compressor is out.I informed them, it was working before you touched it and it broke after.Called dispatcher with first letter E in name. This person proceeded to tell me their is no way they broke my **. I told her, it was working before you touched it so you are responsible. Especailly with your so called 30 day warranty. They said, it is now the problem of your home warranty. Again, they broke the system and refused to come back and fix it. When talking to "E," she was very rude and kept putting me on hold when I pushed back. It has been 107, 108 and over 100 degrees all week. On Friday the 24th, was told, we are sending your request to home warranty and a manager will call you on Monday. No call from manager. Just called home warranty, and they said, we have no diagnosis or paperwork from American Air. They flat out lied. They are trying to absolve themselves from an issue they caused. I am still without ** and no resolution in sight. American Air broke the unit, and they should be the ones to fix it.

  Business Response

  Date: 08/27/2024

  this is a 20 plus year old system, there is nothing our tech could have done to make this compressor fail. This is a closed system and there is no access to internal parts. Unfortunately your unit was just on its last legs when we were sent out by your home warranty company. The unit was operational when tech left home and compressor went out sometime after he left, so unit was functioning upon his departure. Good thing is that this is something that is covered by your home warranty company, all you need to do is put a call into them so they can dispatch someone out for this repair.

  Customer Answer

  Date: 08/27/2024

  Complaint: 22198563
  
  I am rejecting this response because: Had a second opinion by someone with 30 years in the business.  His diagnosis: your system was improperly worked on.  I see evidence that they did not perform a proper loading of freon and left air in the line.  In other words, per this new contractor, your HVAC would be working if they had not improperly done what they did.  The new contractor, quoted over $4K in damages because of what they did. I reiterate that American Air Conditioning and Heating caused a major malfunction in my system.  Now, I have to buy a new one.  
  
  Regards,
  
  *************************

  Business Response

  Date: 08/28/2024

  as a person with 40 years of experience there is no way for anyone to be able to tell you that, and if they did they lied to you. I have worked on units from a one ton residential to 125 ton industrial chiller and can tell you that whoever told you that has no idea what they are talking about and is trying to scam you. Put a call in to your home warranty and they will send someone out to replace your compressor since it is something that is covered by them

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  16 Aug 23, American Air Conditioning & Heating Co. sent out by home warranty. Over 12 visists, water damage with ceiling falling down, homeowners isurance getting involved, finally replaced air handler 17 Nov 23. Sent lead tech out to check work. 6 months later, 27 May 24, went to do maintenance & found the secondary drip pan filled with water & all the insulation inside sodden wet to the electrical section. Called Americn Air & was told the warranty was only 30 days. New home warranty sent out 3 different companies & 2 thought that is wasn't wired correctly & possibly had drain issues. They weren't sure what else could be wrong until the wiring was fixed & refused to touch it. 12 Jun, **** the owner, came out, admitted that it wasn't wired correctly after being adamant that it was & said that they do not use instruction manuals. It leaked again 19 Jun. 21 Jun, I paid another company to come in for a second ************** said the txv needed to be adjusted. **** came back 26 Jun, I tried to tell him about the txv, but he was disrespectful & arguementative in my home with witnesses & all is recorded (over two hours worth). He found something else had been installed incorrectly, changed the air flow after three people (including ************* lead tech) said it was normal. He refused to call ******* for help, I had to. He also found that the txv needed to be replaced after arguing about it. Wants to get in & out as soon as possible, do the bare minimum, & refuses to take accountability. Been over a month with no ac with heat advisories. 29 Jun, the other company replaced the txv & fixed the air flow that *************** with. Still leaked. 30 Jun, they came out & found that when American Air installed the drain pipe to the drip pan, they put it on so tight, they broke it, **** left debris inside & there is a bad valve on the condenser. Would like to be reimbursed for having to get someone else to fix ****'s problems properly. Still being worked on.

  Business Response

  Date: 07/23/2024

  we have addressed these issues directly with ******************* and she will never be content, for that reason we have stopped servicing her and will not communicate further on this matter.

  Customer Answer

  Date: 07/27/2024

  Complaint: 21932531
  
  I am rejecting this response because:

  How do you expect me or anyone else to be content with a company that has sub-par standards &takes no accountability?  You installed a brand-new air handler incorrectly less than a year ago, causing multiple issues along with it. The drip pan drain pipe could not be unscrewed by hand because it was put on so tight when installed that it broke the drip pan.  You changed the air flow that had nothing wrong with it.  You left a zip tie, wire cap, & other debris inside the machine that could have been sucked up into the fan. You argued that there was nothing wrong with the txv after I paid another company to come in to double check your work (you also argued with that person over the phone when they said it needed to be adjusted).  Then you yourself,found out that the txv needed to be replaced.  After our confrontation & not wanting it to escalate any further, I again paid the other company to come back out to fix all your mistakes.  I am very content with the other companys work & have had no issues with the air handler ever since.

  Regards,
  *******************************

• Initial Complaint

  Date:06/24/2024

  Type:Delivery 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.

  Opened case with American home shield June 7, 2024. My AC is not cooling. It took American A/C five days to get here and then the lying began.I have caught so many people in lies about the part is on order and then they say they do have it and then they say they dont have it and its still on order. They say theyll call the manufacturer and find where the party is and the only time they called me back to tell me that they said the part was on order, but they dont have a tracking number to it. I am personally a manufacturer rep, I shop online and everything coming from a manufacturer has tracking number, everything I buy online has a tracking number. More lies. Everyone promises, American home shield and American A/C everyone promises theyll call back. Theyll escalate my problem. ***************************** sight. No one cares.. 1 girl flat out lied so bad, she said that they ordered the part 12 days ago and it would take 10 to 14 days and they would call me back and get me on the schedule. And I said I cannot believe you dont have the part I live a mile and a half from a carrier store. I googled it. You can buy them on Amazon and have them the next day and then she said well I didnt say we didnt have the part. She did just say she didnt have the part. I am a business woman and I totally believe that they keep saying yes because of greed when they should say that they cannot take on any more work orders because they dont have the manpower to cover it Instead, they are trying to say the part is on order. And forget it about American home shield, theyre next.I pay $125 a the service called to my American home shield, and after this, I will never do it again

  Business Response

  Date: 07/15/2024

  this part was a txv that was on back order from the factory and not available from other sources. Items on back order don't always have a eta, especially since the pandemic. Not all suppliers have recovered 100%. Regardless part came in and was installed at customers house on 6-28-24

  Customer Answer

  Date: 07/15/2024

  Complaint: 21894796
  
  I am rejecting this response because:

  Amazon had this part that you could get in one to two days, I also went into a carrier store less than 2 miles from my home and they have the part in stock, all the time, available to buy right now over-the-counter. I told them this on day seven and again on day nine and they still just kept saying the part was on order. Every time I went back-and-forth between my home warranty and the ** company, nobody knew what the heck was going on. Extreme worst business company Ive ever done business with.
  At the carrier store, The guy told me they have the part all the time. I totally believe that this air condition company did not give a crud about me. Is your baby and they took too much work and dont have enough technicians to fix it. They take on way too many warranty calls and do not have the manpower to put their customers needs first. 

  this ** incident, 22 days without air conditioner caused me so many problems. Healthwise, and my home. The last three days it was 104 and 105 in my house.

  I was supposed to have surgery on my finger and the surgeon sent me home because my body temperature was 101. When I explained to him its because Ive been so hot for 22 days, he told me he cannot do surgery if Im going to go home and stay hot .

  I spent $340 on three different evaporative coolers and they gave a tiny bit of relief in the first week but each week it was getting hotter outside and the humidity was even higher No fans no evaporative coolers worked because the humidity was 96 in the morning and in the 60 and 70% in the day.
  Too hot for too long and caused many bad things in my house to happen.

  My refrigerator did not work the last three days and it fried the brain on my two year-old $2000 one of a kind Kenmore clothes washing machine. ***** wanted almost $2000 to fix it. So I just went to Lowes and bought one and paid $1150. They didnt just harm my health, but it almost killed my dog . I am a manufacturer representative over two states and there is always a shipping tracking number.

  all of the sudden at the end of this massive heat struggle, I was living in, some of the siding on one side of my house started popping off. I have a whole wall that needs to be redone now.

  Two different contractors have come to my house and both of them asked me what is happened in the last 30 days. I told them about the air conditioner and they explained to me that when your house is hot on the inside and in the 90 outside your house cant breathe and something got to give.

  The ripple effect of the neglect and abuse from this air conditioner company, could cost me up to $10,000 just for one side of my house siding to be fixed

  This company lied to me over and over saying the part was on backorder and there was no tracking number. I would never treat a customer or a living being at all like this company treats me. Look at their yelp reviews, look at their Better Business Bureau reviews.

  Dealing with these people was the absolute worst event in my business dealings ever. And Ive been a businesswoman for 40 years. ****, lies, lies. There go to statement is
  The party is on order, the part is on back order Not the truth. It was right down the street and available on Amazon,And write down the street from me.

  They are absolutely the worst company to ever do business with. totally unacceptable

  
  Regards,
  
  ***********************

  Business Response

  Date: 07/15/2024

  customers do not dictate where parts are acquired from. unfortunately because this customer is using a home warranty company we must acquire parts where they are the least expensive to meet your home warranty protocols. Sounds like customer is upset with her home warranty procedures. For quicker service do not use a warranty company

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  American Air Conditioning & Heating Co. installed a new AC unit in August 2022 for about $11,000. Since that time the humidity in our home went up to 60%-75% and we constantly receive a "Cooling Problem" notification from our thermostat. American Air Conditioning & Heating Co. has been to our home a total of 9 times and even installed a dehumidifier. However, American Air Conditioning & Heating Co. has not resolved the issue. In fact, the last time one of the American Air Conditioning & Heating Co. AC technicians came to our home he said he had fixed the problem, but all he really did was lock the temperature setting to a specific range and then turned up the humidity notification from 55% to 65%. I have made efforts to contact American Air Conditioning & Heating Co., however they have not gotten back to me.

  Business Response

  Date: 04/17/2023

  we have contacted homeowner

  Customer Answer

  Date: 04/17/2023

  Complaint: 19900424
  
  I am rejecting this response because: The business reached out to me on Monday, April 17, 2023 to schedule an appointment for Friday, April 21, 2023 to look at the ** unit. The unit has not been fixed yet, and until the ** unit is fixed, I will NOT withdraw my complaint. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:03/13/2023

  Type:Service or Repair 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 have a heat pump unit that needs a compressor. I was assigned American Heating and Air Conditioning as the contractor by my home warranty company. This is the fourth time American Heating and Air conditioning have attempted to repair this unit. I have been waiting for 3 weeks for the part to arrive. American Heating and Air conditioning kept telling me that the part had to come from my warranty company while my warranty company told me the contractor supplied the part. I finally got that straightened out. American Heating and Air conditioning was in fact responsible for obtaining the part. I have been calling American Heating and Air conditioning and the people who answer the phones keep telling me they will have either the office manager or the service manager return my call. Which they never do. American Heating and Air conditioning has absolutely NO customer service. They couldn't care less about their customers. I can say this because of their absolute lack of any response when asked for one. I would absolutely NEVER recommend them to anyone.

  Business Response

  Date: 03/13/2023

  as we have explained multiple times to this customer, we do not provide parts for home warranty customers, there parts are provided by there respective home warranty company and we have no control over when we will receive the parts from the home warranty company to complete repairs. Homeowner needs to contact there home warranty company for eta on their parts. Home owners who purchase a home warranty contract should read there contract and know what they are dealing with before they proceed with a home warranty company. we get tons of bad reviews on our company for simply following the protocols set forth by the homeowners home warranty company. we don't get paid till the job is complete so it is in our best interest to complete these jobs as soon as possible so we can bill them out, unfortunately we need to wait for the home warranty company to ship parts to us. It is the homeowners responsibility to know how there home warranty works but its much easier to bash the servicing company than to except that maybe the avenue you chose to take to save yourself money inst the fastest way to get your unit repaired. regardless its you that chose to work thru a warranty company and now your mad cause you have to wait for parts, next time read your contract so you know what your dealing with and stop trying to bash the company that is actually tring to help you. You can also ask for a second opinion from your home warranty company and then you can see that that company will also be waiting for parts to be sent to them.

  Customer Answer

  Date: 03/13/2023

  Complaint: 19588272
  
  I am rejecting this response because: I have spoken to both companies and they piunt the finger at each other. Since I filed this complaint I called again and amazingly was able to speak to a service manager, who refused to return my calls before. He was EXTREMELY RUDEand talked over me. He wouldn't allow me to explain anything but once I did explain he said that wasn't what he understood to be happening.  I told him that he would have understood had he simply returned any of my numerous requests for a call back. It wasn't until I filed a complaint with the Better Business Bureau that I was able to speak to him. He scheduled an appointment for tomorrow morning to have the repair completed. 
  
  Regards,
  
  *************************

  Business Response

  Date: 03/13/2023

  we have cancelled this appointment, since you continue to blame us for your shortcomings we are refusing service to you. you may advise your home warranty company that we have refused service to you and explain to them why. tell them that they told you we were supplying parts when they are the ones that actually supply the parts. we will return your parts to the home warranty company so they can provide to the next company to service you. all we did was try and help you but you continue to want to bash us so apparently your not happy with the service we provide so we recommend you use someone else that will keep you happy. sorry you used your home warranty company but you chose to go that rout and we have nothing to do with that. since we are such a horrible company we will not service you , just to give you the opportunity to find a company you are happy with.

  Customer Answer

  Date: 03/13/2023

  Complaint: 19588272
  
  I am rejecting this response because:

  This company refused to answer any requests for call backs. They DO NOT CARE about their customers. Do not use this company under any circumstances 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/17/2022

  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.

  Had to use this company through American home shield. First technician showed up and couldnt fix the problem. The second technician finally showed up and said it was fixed but he got wired the heater to stay on in the middle of summer. Called their manager and he was not helpful whatsoever and scheduled the same technician to come back out 2 days later. Their text service said be available from 9am-1pm so I was. Contractor never showed so I called them and they said I was scheduled from 10am-3pm. The contractor never showed and I tried calling their after hours lines and got no one. *******pm comes around and I was in a meeting so I didnt have my phone but the contractor called finally to do the service which he already messed up. I was unable to answer the call and when I finally got back with them, the lady tried to place blame on myself and never sent anyone else out to fix the issue. This company is completely incompetent and doesnt help the costumers at all. American shine shield wont send anyone else to me or fix this mistake.