Complaints

• Initial Complaint

  01/19/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/17/24 we contacted the company regarding our upstairs hvac unit not working. Over 8 visits,4 different techs and 3 months, the company did not fix the issue and continued to request more money. They put parts on that did not need to be replaced and charged $150 every time they came out, even though it was the same problem they never fixed. We decided to contact another company as we felt Aire Solutions was taking advantage of us. The other company came in, replaced a part in less than an hour, and the issue was fixed. The issue was nothing to do with what anything Aire Solutions had done. We contacted the company and spoke to ***. He stated he would not work with us and to take them to court. We were just asking for a refund for the parts that did not fix the issue.

  Business response

  01/24/2025

  Tell us whyBetter Business Bureau
  ****** ******* Response
  
  
  There is a lot to unpack here so this is in no particular order. Ill start with Mr.Bringers accusation that I said I would not work with them and for him to take us to court.  This is blatantly wrong.  Mr. ******* is the person who called several days ago and left the message that he had talked with a lawyer and was going to sue us.  When I called him back, he again told me that he was planning on taking me to court if I did not make it right. 

  
  I would like to ask *************** one of your customers said another vape shop accused you of trying to take advantage of them, would you not want to know the details of why they said that?  *********** has a policy that in these rare occasions that if someone feels they have been wronged and they have had another company fix what we should have, is that we need a copy of the invoice stating what the other company found.  This allows two things to happen.  First is that if we missed something, for training issues, we would like to know what we missed so it doesnt happen again. Second is we need to see if what was done even relates to the complaint the customer gave when calling our company. After reviewing the invoice, we can decide if we feel any adjustment/refund is in order.  I requested this of ********** and he refused to give my any documentation of what was found and repaired by the other company. I believe that in the **** that we have a right to confront our accusers.  If a company is going to say that we were negligent or incompetent, they should share that information with us for the above listed reasons.

  
  The Bringers have 2 systems in their home and had multiple issues with each. Part of the 8 calls referenced relate to the other (downstairs) unit. These units were installed in 2015 and had a 10 year warranty to the original purchaser. The warranty reverts to 5 years to any subsequent owner.  The Bringers purchased the home at some point in 2022 and therefore would have no warranty.  Mr. ******* was upset that we were charging for warranty repairs but seemed to accept that the warranty was not in play when I explained this.

  
  I need to mention that intermittent problems are well, a problem. I have been on both sides of these issues.  The issue today is that we show up and check the unit and it works just fine.  I have also been the guy who shows up after a customer gets frustrated with another company not fixing a problem and when I show up, the problem clearly manifests itself. I would never tell the customer that the other company was incompetent and for sure would never say that they were trying to take advantage of the customer.  When given the choice between being good and being lucky, I will choose lucky most any day.

  
   I would note that there is a window of time between the calls.  With the exception of the call on Dec 20th, the calls were days or weeks apart. And several of them were different complaints.  One call on Nov 27th was for the unit short cycling (found a fan motor capacitor blown, which we had advised the customer on Nov 22nd that the capacitor was weak but the customer opted not to replace it at that time). The system then worked until Dec 9th when they called with the Nest stat recycling continuously.  When you have intermittent issues, you go through and check items and then you have the choice of sitting around for who knows how long, on the clock, or you leave and hope to wait for it to act up again. Mr. ******* states we charged $150 every time we came out.  This is not the case. We actually came out 5 times that we did not charge him anything for.   I went through the invoices and found that we had 6.5 man hours on site that we did not bill him for.  This was our techs trying to cover all the bases.  We, even more so than Mr. ******** get frustrated when an issue eludes us.

  
  Im not sure what the request for $910.69 is based on? I assume it is incorrect addition of the $548.69 invoice to replace the defrost board (we installed this board to resolve the complaint of the unit cycling on and off when the thermostat was turned off) and the invoice for $367.00 which was for the capacitor referenced above.  I cant imagine what the other company found that would preclude these repairs not being needed.

  
  *********** goes above and beyond more than any other company in this area. We totally understand the customers frustration in these situations.  I personally have been in the customers shoes more than once. We recently spent several months and $12,000 trying to get a vehicle repaired. The frustration I understand. The accusation that we were trying to take advantage of a customer is very much not appreciated.

  
  As soon as ********** will provide us a copy of the invoice from the other company, we can review that and see if there is any compelling reason for us to issue and refund. 
  We look forward to your response.

  
  Sincerely
  
  *** Funke 

  Customer response

  01/24/2025

  Complaint: 22832389
  
  I have reviewed the business' response and am rejecting it because:
  
  Its simply not true. Every call was regarding the issue brought forward. Every time they said the issue was "fixed", it wasn't. Parts were put on that did nothing to resolve nor "fix" the issue. Another company did I  fact fix the issue that Aire Solutions could not over 8 visits and 4 differ techs. It is not my responsibility to provide receipts to another company who obviously has no idea what they're doing nor the ability to "fix" the issue. 

   

  Aire Solutions were hired to fix the issue. They never did. Someone else had to. 
  
  Sincerely,
  
  ****** *******

  Business response

  01/29/2025

  We worked on two different systems that had multiple issues. The $367 was for a call for the downstairs thermostat rebooting and the cycling every five minutes.  We located and repaired a short in the downstairs unit and found the fan motor outside not coming on due to the capacitor failing (This is the capacitor we had noted on a previous call as failing and the customer opted to not go ahead and replace.  The unit would not work with the failed capacitor.)    The  second ticket was to replace board on outside unit for upstairs due to complaint of unit cycling with indoor unit off. 

  But again, we will give no consideration to any type of refund until we see documentation of what we supposedly did wrong. I do not believe this to be unreasonable and I do not think Mr. ******* would just give a $900 refund to someone who came in his vape shop and made a similar request of him with out any documentation. 

  Customer response

  01/30/2025

  Complaint: 22832389
  
  I have reviewed the business' response and am rejecting it because:
  
  Again,They said the parts would fix the issue. The parts did not fix the issue. I had to hire another company to fix the issue. They again put on parts that did not need to be replaced and were not causing the issue. 

  Again, it's not my responsibility to provide what another company did to fix the issue. Aire Solutions had 3 months to figure it out and failed every time. 

  And I don't understand why my business keeps being brought up? Yes, I own a vape shop. No, we don't sell useless parts to people and rip them off. No, we're not incompetent. Yes, we do take care of our customers. 

  Sincerely,
  
  ****** *******

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Aire Solutions in November 2023 for a service call to change my furnace filters since the thermostat said they were dirty. When I spoke to them they said my unit had been under a service contract with previous owner. I agreed this was a good idea and paid them $220 for a service every six months. When the technician arrived he worked on cleaning filters, then pushed a bunch of buttons on my thermostat and told me that my fan/compressor wasn't working and would need to be replaced for $3,000 or a new unit was recommended for $9,000. I indicated the unit had been working fine. He stated my electric bills would be higher I limped through the winter with higher electric bills. I recently had a second opinion when my A/C wouldn't work and found out that my unit had been sabotaged. The fan had been disconnected. I was charged $100 to repair this and told my unit was fine and I had been taken advantage of by the company in order to sell me a new unit. I am disgusted with this and seek to recover the money for the service contract as I will never let this company in my house again. In talking to others, including my real estate agent, this company is known for this type of fraud. I believe that I should be refunded and possibly due the $100 repair fee and the added electrical expense that I incurred for their devious business practices. I do not want anyone else to be taken advantage of by these unscrupulous

  Business response

  04/29/2024

  We received the complaint from *********************** yesterday and I have to say I was flabbergasted.I have been in business for 41 years and we have received 4 or 5 complaints along this line.  I will try to address the item presented here.

  
  The first thing I will say is the technician who ran the call is a NATE certified technician and is nationally ranked and has competed twice in the national competition.  Im curious as to the credentials of the technician who made the claims here.

  
  The next item is that our company invests significant sums of money in providing our technicians with the best tools, training, and software to provide great service to our customers. One of those items is our Service Titan software which allows us to document our work.  One of those items is a geotag time stamp.  The technician was on the job for 2 hours and 9 minutes. He had completed the servicing of the Trane Fresh effects that is located in the attic and the Trane Clean Effects inside before going to the thermostat where he noticed the unit was running on auxiliary heat meaning the compressor was not functioning properly. I would note that if someone wanted to sabotage a unit in order to sell them a new one, they would not crawl up in the attic and spend this amount of time beforehand. 

  
  Another item that we have is that we can attach photos and videos of our work. When he noticed the unit running on auxiliary heat he proceeded to the outdoor unit and found the compressor running but not moving any heat.  The discharge line was cold (should be hot enough to burn you) and the air being discharged was the same temperature as the ambient outdoor air.  He installed his refrigerant gauges and his electrical amp meter. The gauges indicated that the compressor was not pumping anything and the current draw on his amp meter was minimal which would indicate the compressor was running but not doing any work.  We have a video of this.  He also tried running the unit in both the heating mode and the cooling mode and got the same results both times.  
  The technician then disabled the unit by pulling the disconnect so that no further damage would be done. If a system runs in a state of distress, you can have an internal electrical failure which causes what is termed a burnout and it effectively ruins the entire system in most cases.  I am assuming this is what the second technician called sabotaging the system?
  There is the remote possibility that there was a pressure relief valve that had hung and that after sitting for several month and upon a cold startup, that it reset and is working for the time being.  If so, it will fail again.  When I have been on the other side of this situation, rather than assuming the technician sabotaged the system, I will tell a customer that I do not know what the other technician saw but as for today, the unit is running (or whatever the case may be)

  . 
  As per our company policy in these situations here is our offer.  If the customer will provide us with a signed (by the technician) copy of the other companys work order stating that all is good with the system and that we had sabotaged the unit in order to sell her a new unit, then we will gladly refund her the $220.00 for her maintenance agreement.  And I will brag just a bit here.  As referenced above, in the 41 years we have had only a handful of complaints of this sort and have offered the same resolution for the customer to provide us a signed statement of our failure and we have never had that delivered to us.  Seems that when they have to put their name to their accusation, they are reluctant to do so.  We will be anxious to receive your reply. 

  Customer response

  05/01/2024

  Complaint: 21616416
  
  I am rejecting this response because:
  After speaking with the manager he refuses to refund any money without me giving him the name of the technician who did the repairs and told me that my unit had been sabotaged.  The repair man asked me to not involve him in this situation as it is a small town and he did not want to be harassed, therefore I will honor that.  The $220 will obviously not break me, but I do wish to go on record stating that I feel this company is dishonest and preys on single women.  They will not be allowed to come back to my house and I will inform everyone that I know of the situation so they won't be a victim of their shady business practices.  
  
  
  Sincerely,
  
  *************************

  Business response

  05/08/2024

  There are at least two problems with **************** refusing our offer.

  
   The first is that is the US where we have a basic belief that you have the right to face your accuser.  She has stated that a technician accused us of sabotaging her unit but she refuses to name the accuser. 
  

  The second issue is that we have very good documentation of why we gave the diagnoses that we did.  This would be the equivalent of her having the Xray of a patients back out, all of whack,  and then 6 months later another chiropractor saying she had sabotaged their back just to scam them into some treatment.  We have documentation that includes a video that I would very much like to show to whomever accused us of sabotaging her unit. 

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a house in Winona, MO that has a heat pump in 20--, We had to have the warranty transferred so we did. We went all last winter with almost no heat due to the electric furnace part of the heat pump not working. I called them at the beginning of summer to let them know we got the warranty transferred, he said they didn't service my area anymore but they still had one customer 10 miles away so they would go ahead and do it this time, but it wouldn't be until sometime in September because they were busy with summer air conditioning problems. I said that would be fine. He told me to call him around the end of August which I did, then they said no we can't go that far. I said well you (the owner) said you would this one time, but now he says no. So I wasted all summer not looking for someone else because they said they would come. Now I can't find anyone with time to come look at it. I would just like them to come and fix it before winter so I can stay warm.

  Business response

  09/12/2023

  
  The first detail that I would share is that we did not sell this unit or install it nor have we ever serviced it in the past.  When the ******* called first time we told them we did not service that area.  They were so insistent that my dispatcher told them that they could call back at the end of summer and we would see if we would be able to look at their system in the fall.  Since that time, the technician that would have taken that call “if” we were going to run it, had a heart attack and has not and will not be returning to work.  A second technician had back problems and had to change his career path.  This leaves us short staffed by a third.  We have no capacity to drive 3 hours to take care of a system that we did not install. We feel no obligation to make a special exception for this person which will result in us not taking good care of our local customers whom we did install and have serviced previously.
  While I appreciate that the ******* have researched our company and believe us to be of excellent competence, there are a wide area of companies out there that can take care of their system without diving for 3 hours. 
  

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We’ve been purchasing a maintenance contract for our furnace/ac for at least 3 years. Everything was fine previously until 2 weeks ago when their service man came out to service our units. New serviceman to us. Hosed out our outside unit from the outside in which is wrong. Went to our basement and went to use one of our filters instead of their filters. My husband got after him and he went out and got one of theirs. They are supposed to check the controls on the unit but he never did that. Went upstairs and turned the air on instead of the furnace the walked over to the ceiling vent and said everything is fine! Supposed to turn the heat on in the fall to see if it works! He was done and left. My husband called to speak to a manager or owner. Not one available, they would have them contact us. No one ever has. We want half of our contract money back! Didn’t receive what we paid for!! Will never do business with them again.

  Business response

  11/01/2022

  We have contacted the customer and and taken care of their complaint.

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