Complaints

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Install by Air Services, financed by GoodLeap, Contract: ************ - HVAC and Water heater install 4/12/2023 by Air Services (**** S and team).- Service call for gas leak from Water Heater install, improper seal on piping 4/13/2023 by **** R - Service call for Thermostat freeze on 5/20/2023 by **** U - Service call for Thermostat freeze causing no-cool issue by ***** T - Discovered HVAC Leak due to wall mounted cabinet falling from softened drywall, damaging wall, cabinet and Washing machine on 1/16/2024 - Service call for temp leak fix by *********** H on evening of 1/16/2024 - Service call to address leak and initial property damage assessment on 1/17/2024 - Text and phone calls with Air Services supervisor about Race Remodeling (******* ******) to initiate remediation on 1/18/2024 -- Raised concerns about verifying Race Remodeling, was assured by Air Services and allowed Race to proceed - Race Remodeling team begins demo of wall and discovers visible mold, releases into home due to improper barrier - Initiate remediation with Puroclean (**** *******) who orders mold reports from *********** Quality Services (***** *******)- Mold reports return on 1/30/2024 - Puroclean team finishes demo and mold remediation 2/20/2024 - ******* Carpet installs carpet in bedroom and hallway, tile in bathroom/laundry (additional damage to baseboards and tile dust contamination due to improper barrier)- Air Services team installs replacement toilet and vanity 5/01/2024 by ************************, bathroom and daughter's bedroom rebuild finish 5/09/2024 (roughly 4 months later)- Air Services return service call to address leak in new bathroom vanity 8/23/2024 by **** R - Air Services to address replacement (Creed?)Vanity and Thermostat remain unfixed. Four months with no use of bed, bath and laundry rooms. No contact from Air Services since 8/23/2024 Also, health complications (and bills) due to mold allergies but I do not agree to opening HIPAA to Air Services.

  

  Business response

  11/12/2024

  We have tried to resolve this matter with the client several times. They have now mentioned that they have a lawyer and are going to sue. We have sent this off to our legal team and they have now advised that we must stop communication with them and they would take care of it. We did try. We were completing everything they requested even if it had nothing to do with us. We would love to make sure that they are satisfied but they have decided to go the direction that they did. I do not believe that I can respond to them because of the legal matter. What can we do about this more then we already have? 

  Customer response

  11/12/2024

  In response to Air Services:

  - Can we get details on the contact attempts since 8/23/2024 for expected return service per warranty and liability? We have not spoken with a representative since that date.
  - Can we also get details on where we informed them that we currently have a lawyer and are moving forward with legal proceedings? Additionally, if this is actually now being handled by their legal department, why have we not received notice from them?
  - Is there a detailed list of what exactly was completed by Air Services that was not directly related to their negligence by faulty installations and repairs?
  
  If this has indeed turned into a legal matter then please have the legal team contact us and we can absolutely move forward in that direction, otherwise, we have laid out the terms in the initial complaint and have now had to wait 45+ days since the initial filing for any sort of response from the business and almost 3 months with damaged property.

  Customer response

  11/18/2024

  Complaint: 22325149
  
  I have reviewed the business' response and am rejecting it because:
  
  In response to Air Services:
  - Can we get details on the contact attempts since 8/23/2024 for expected return service per warranty and liability? We have not spoken with a representative since that date.
  - Can we also get details on where we informed them that we currently have a lawyer and are moving forward with legal proceedings? Additionally, if this is actually now being handled by their legal department, why have we not received notice from them?
  - Is there a detailed list of what exactly was completed by Air Services that was not directly related to their negligence by faulty installations and repairs?
  
  If this has indeed turned into a legal matter then please have the legal team contact us and we can absolutely move forward in that direction, otherwise, we have laid out the terms in the initial complaint and have now had to wait 45+ days since the initial filing for any sort of response from the business and almost 3 months with damaged property.
  
  Sincerely,
  ***** ***

  Customer response

  01/09/2025

  12/24/24 JM: Spoke with Mr. *** and he is talking with a ****************************; at this time because he has already had the work completed by another company.  He wants me to give him a call back in a few days. 

  01/03/25JM: Spoke with Mr. *** and he is still deciding what he is going to do to get this resolve more quickly . He understand that the BBB is trying to get it resolve. However, he has filled with *********************** and thanks us for our efforts . 

  01/09/25JM: Spoke with Mr. *** and he has filed with the *********************** and is moving forward with them. I asked him about arbitration and he stated the *********************** will be handing and if he needs our help in the future he will let us know.  

  

  Business response

  01/09/2025

  12/23/24 JM: Left a voicemail with (***** Crevier  Office) for them to give me a call. According to the Person that answered the phone this Complaint should be closed as their Lawyer is handing the case. 

  01/07/25 JM: According to Tonia  this complaint and situation has been turned over to their Attorney and she won't be providing anymore information to the BBB at this time. 

  01/09/25 JM: According to Tonia  this case/complaint has been given to their Attorney and will be handled directly by the Attorney and the Consumers Attorney to please close this case. ***** will no longer be providing any more additional information to BBB. 

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our home August 2023. Upon close of the home we were informed we had a new HVAC unit installed January 2023 from air services all services in ***********, ********. Since moving into this home, my air has not worked. The owner prior to us never actually used the unit after installation so us moving in was the first time the unit was used and during the move-in process the unit went out. Our thermostat continues to blow over and over again. We have had over 20 service calls out to our home to have this resolved and it is still not resolved. Instead of giving us a permanent resolution we have just been getting band aid fixed and provided a back up thermostat for when the unit fails again. We were promised two weeks ago that they would finally install new equipment, but since then the air has went out again and when we tried to call to get a remedy were left without air in 100 degree weather. This company has done nothing but make promises they have not kept and lied to us over and over again. We have been patient for over a year waiting for a resolution only to be left to deal with the heat and try to continuously recycle my thermostat graveyard.

  

  Business response

  10/08/2024

  We have addressed the issues that this client was having. The day following the date the client was referring to, we sent a Supervisor out on site and established that we would be installing a new system the following week as soon as we got it shipped in. We also left window units so that they would not be without Air Conditioning until the new unit was in and installed. At this time, the unit has been installed and everything appears to be working as it should. The process took a little longer then the client would have liked but in order to warranty out a whole system, we have to follow the process of the manufacturer. Please let me know if there is anything further that I can assist with. 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had Air Services VIP monthly membership for over a year and have had them repair several plumbing and hvac issues for me. Their prices seemed high, but as a single mother, I felt I could trust them as a company, to do the work right, that I was stretching my hard earned dollars to pay for. Recently they came out for the same reoccurring problem with my furnace that they had repaired previously, only to find out that now they believed it was actually a more major problem, "not worth the cost of repairs due to the age of my furnace (11 yrs old)" according to them, leaving me quite distraut at the failure of a system that age. But they did offer a credit for the previous repair due to misdiagnosis. They then came out to quote a new system, which seemed high and they pressured me quite intensly to sign for even after I asked for some time to get more quotes. I regrettably signed because they said I could cancel if I found anything better but they were confident I would not. As I could trust them to stand by thier work and products. Well after another quote, this time from a competitor for a better system at half Air Services price, I knew I would not be using Air Services for a new system. But the biggest shock came from the third quote I received, when yet another competitor actually took the time to look at the failed system before quoting a new one, only to let me know that the part Air Services quoted for thousands and deemed not worth replacing at the age of my furnace, was under a LIFETIME WARRANTY and could be replaced at a mere hundreds in labor!!! Still giving me a much longer life out of that system!!! Further inspection showed that the preventative maintenance that I had monthly been paying Air Services for did not appear to have been performed as promised. Words cannot describe the disappointment and dismay that I feel. As a woman, a single parent in a struggling economy, and most importantly an unaware consumer, I feel preyed upon by this company.

  

  Business response

  04/22/2024

  We refunded a part that the consumer paid for but it did not take care of the issue at the time,  and we did not verify parts that needed to be replaced and we do take ownership of that.  This issue has been resolved. 

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had two new units installed in October 2021. Paid $30K. Have had over 20 visits to my home due to poor installation by this vendor. I had five leaks over the next twelve months. In December of 2022 our brand new, indoor, furnace froze. We were without heat for 10 days. Finally, this business decided to correct their work and downgrade my unit with a new one that won’t freeze. In April, the brand new unit leaked because this business - yet again - improperly installed the unit. I now have over $2000 in drywall and paint damage to my house that this business refuses to correct. We have been waiting on their contractor to remedy since June 2023 AND have had additional leaks and a new unit installed since then. We want to be compensated for our losses and we do not want Air Services to have anything to do with our home or who repairs it. Will also be reaching out to Lennox to share our 24 months of awful experiences with their representatives. We have emails of all the visit history. We’ve had over 20 different technicians here. It’s to the point they just walk in my house and start apologizing. I’ve called ten times trying to recoup my losses, but they never call back. This business is an example of why contractors have a bad name.

  

  Business response

  06/30/2023

  Good Afternoon *******, 
  We appreciate you taking some time to bring this situation back to our attention. We understand that this sequence of events has caused a lot of frustration and distrust with our company, along with physical damage to your home. We do guarantee to stand behind our work 100% and fix any issues that we may have caused, which is why we very diligently worked to remedy the unit and the damage that occurred. On 4/18/2023 we spoke with you and your husband in regard to sending out a contractor to fix the water damage and were notified that you no longer wished to use our sub-contractor but would rather hire a sub-contractor of your choosing to make the repairs and receive compensation to cover the repair charges. At that time, we agreed to cover the repair charges of the sub-contractor you selected as long as we received proper documentation/invoicing of the work done, and the contractors W-9 for our records. During the end phone call, you accepted these terms and notified us that you would be in touch when you had selected a contractor and obtained the documentation required. Since the phone call on 4/18/2023, we have not received any further contact or attempts of contact from you or your husband regarding the issue, although, we did leave a follow up voicemail with you on 5/2/2023 to see if you had made any progress in the repair process. We do have the recorded phone calls attached to your client profile and can send them to you upon request. 
  

  We would still like to resolve this issue and ensure that your damages are repaired and paid for in a timely manner, but we do still need the agreed upon documentation of the work completed, an itemized invoice, and the subcontractors W-9. Please give our office a call at ###-###-#### when you have obtained the required documents, and we will ensure the invoice is paid in a timely manner. If you have any questions or concerns in the meantime, please do not hesitate to reach out. 
  Sincerely, 
  ****** ***** ******* ******* *** ******** ******** ******** ******** * **********

  Customer response

  07/05/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I have made multiple call attempts to provide the $2000 quote to repair my house with no return call from your office. In December when your shoddy work was an issue for the 25th time, my husband had to show up at your office for your business to take accountability. I’ve kept the $2300 check you had to issue me because I had to downgrade my equipment due to your poor installation - this was the plan your service manger came up with. How an indoor unit freezes but my exterior unit worked in negative 8 degrees says a lot in itself. Then that unit wasn’t even installed right and LEAKED AGAIN! 
  

  Please provide an email address for the quote to be submitted. We will not be prepaying for the damage to be repaired. Once the quote is provided, we will need payment submitted by you so we can proceed with the repairs. I do not feel I should be out one dollar to repair the damage your business caused over and over and over and over again to my home. You did not need a W9 to pay me and you should not for this payment either. This is not income for us and the IRS does not need to be involved. You are making me whole from the damage your business caused. I refuse to jump through more hoops you are creating. Please make me whole ASAP. This is literally going on two years and I am sure Lennox will be very displeased to see how you are representing their brand. 

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

  

  Business response

  07/05/2023

  Good Afternoon *******, 
  

  Thank you for your timely response in this matter. I wanted to apologize if my original communication caused some confusion, we are not requesting that your family pays for the work, but rather the contractor invoices us directly so our accounting team can write a check to the contractor. If you could email my team the quote for the repairs, then we can resume the repair process in a timely manner. Please send the quote to *******************************.  As far as the w-9, we can reach out to the contractor directly to obtain this document for your convenience. 
  

  I also wanted to address your concern in our teams response time and communication. Our software allows for recordings of all calls made inbound and outbound for quality assurance purposes, and then stores them in the clients profile so it can be accessed at a later time. With this in mind, the last records of communication that we have on file in your account are the two mentioned in my previous email, 1 from 4/18/23 and 1 from 5/2/23. We have no other entries associated with this account, but we would like to further investigate to ensure our system is operating properly. Can you please identify which number you dialed to reach our office, and then number you called from, so we can run a few tests?
  

  We appreciate your patience as we work to resolve this matter. 
  

  Thank you, 
  ****** *****
  General Manager

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called them to come out and fix our heater. They charged us $700, they replaced every piece of the furnace except the drum. With all that they did, they couldn't fix it. They told us after this that we needed a new furnace. He should have told us before this. They didn't care when I called up there to ask about this. I want them to come out and fix it for free because I gave a lot of money to have it fixed.

  

  Business response

  03/20/2023

  Good Afternoon, 

   

  I am reaching out in regards to your HVAC Service concern. I located your account in our Customer data base but I was unable to find any service appointments within the last year. We appreciate you bringing this to our attention and would like to discuss this concern further. Please give our office a call at ************ at your earliest convenience. 

   

  Thank you!

  ****** *****

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

  Customer response

  03/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will follow up at my earliest convenience.
  
  Sincerely,
  
  ****** *******

*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. ↩