Complaints

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had used them 2 other times and had great experiences to the point that I bought a service contract with them last month(7-5-23). Had a man **** come out today who didn't even look at my unit inside before starting to say it needed to be replaced and was quoting different prices from the freon and for the test to check for a leak (as well as what was the process entailed etc) when I asked why there was such a difference between what was said 1 month ago & now (8-8-23). He then raised his voice and said that I could go somewhere else to have it done that he's done the job for over 30 years. When I said I still wanted the estimate he proceeded to start yelling I could go elsewhere as he picked up his things & stormed out of my back yard I started to dial the office the woman answered the phone & then put me on hold to what I can only imagine was for the service man as he was on the phone and was staring directly at me screaming that no one else should be sent here. He then peeled off with his tires literally squealing as he left from in front of my house. When on the phone with the receptionist she informed me that they wouldn't be sending anyone else out and would not let me speak to a different manager or the owner then tried telling me that I didn't have bad service. It wasn't until I said I would be leaving reviews and contacting the BBB that she suddenly would be able to send someone out tomorrow and that this would be talked about in a meeting tomorrow as well as the service contract being refunded. I would not recommend this company to anyone after today and seeing how they think a "manager" screaming at a customer is okay because she asked a question.After adding this review to ****** they then responded claiming that this should have been done privately and said I made sexual advances toward him which never happened he got offended a woman questioned him now they are posting false defamatory comments about me trying to bully me into deleting a 1 star review

  Business response

  08/23/2023

  The office mgr. who was on the phone with you was told by management that Royal Air did not want to work with this customer.  That's all there was to it.  We had worked with you only two times in the last year, not really a long term relationship.  Sorry you were disappointed in our performance.  I mailed the refund to you the same day.  We wish you well.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  hello my name is *********************,in august 9th 2018 I decided to go with Royal. Air Heating and Air Conditioning and I gave them a deposit and the units we're ins told a few months later that year.After intonation we really did not need the cooling system for that year as the wether was getting cooler. the following year both ac units were not cooling so I called royal air they came checked both units and said they were low on gas which I thought was not normal for new units to be low on gases they put gas in both units and they started cooling ,then the next summer after that we same issue both units were cooling called royal air they came checked units and said they were low on gads again, so now I figured i a problem with the units I called owner he said don't worry you are under warranty labor and parts, then the next year after that again same issue units not cooling call royal air this the owner told me not to call him again regarding this matter because you choose these units and the units I choose had history of issue with them ,,I was very confused with his answer because he sold the units to me,,so then I had no chioce but to call another hvac company since units were not working and it was very hot in my home, ****** heating and cooling was the company I called they came out to my house check both units and both coils on the units leaked gas so this is obvious to made that t royal air new that units were leaking not working correctly just kept coming a few years now installing gas and doing this over and over until labor warranty expires,, please I need help since I invested $10,400.00 dollars for my family comfort and piece of mind, ****** heating and cooling gave me an estimate of over $5k just for there labor to replace both leaking coils I really can't afford that t money and I'm very worried about next summer if I resolve this with royal air , thank you ********************* **********************************************************

  Business response

  09/14/2022

  As I reported earlier today in my original response to this complaint, ************** decided what brand heating and cooling system he wanted.  I explained my previous experience with that particular company and highly recommended he choose another brand.  He insisted this is what he wants, he provided the model numbers of the units and we ordered the products.  We installed them, the job was inspected by the township and passed their inspections.  The next July customer complained of the ac not cooling as it should so we added puron to bring the refrigerant levels up to recommended levels.  Aug 2021 we replaced the leaking coil, which was under warranty, both material and labor.  Jan. 2022 ************** had a heating problem which we diagnosed as a dirty flame sensor: we cleaned the sensor and all was well until Feb when the same issue occurred.  This time we suggested replacing the sensor which is under the mfr warranty and the labor cost was quoted at $125.  ************** refused to pay the labor charge: we don't know the outcome of that issue since we did not replace the sensor.

  This summer ************** called to say the ac was not cooling as it should.  This was not a surprise to us as the brand he insisted on using is not always reliable.  He was demanding the system be replaced, that it was a "lemon" and must be completely removed and replaced with a new one.  We refused.  That is not a solution that the manufacturer would endorse or compensate us for.  At my daughters high school graduation in June, ************** and his wife were there for their granddaughters graduation as well.  When they saw me standing by the gate *************** made a snide ****** about fixing their system.  Their problem is no longer my responsibility.  We honored our agreed upon labor warranty, we installed the brand system that he wanted, and it was installed in such a way that the township inspectors passed our workmanship.  ************** needs to contact the manufacturer with his ongoing complaints and any reliable hvac contractor will honor the mfr. warranties.

   

  Customer response

  09/28/2022

  
  Complaint: ********
  
  I am rejecting this response because:Hello *********, I have read the response from Royal Air and this is response to them, they claim that the reason Im having trouble with units is because of the type of  ac and heating units brand I choose York brand (which was original brand that was there) and that they didnt like working with that brand then why did Royal Air take the job and my money, I had another HVAC company ****** heating and air come out to check units since Royal Air didnt want to deal with this anymore because they knew there was issues with units and ****** told me first of all the units were not installed correctly and that the return duck was to small for the new units that Royal installed and a few other things that they installed wrong that I really couldnt understand since I dont know to much about heating and AC units, they also injected some type of Leak detector dye in both units to see if there were leaks in units because the technician said that it is very unusual for newer units to have basically zero gas in both units and that he expected that both units were leaking, so he put dye and the gas in both units they started working and before technician left he told me to keep a eye on both units for any freezing of pipes since that is an indication of units leaking its gas,, so in about 2 weeks since ****** did the repairs,Both units again were not cooling so I called ****** they came out they checked units and the technician showed me that both units coils were leaking the dye that he injected in both units showed up on both units and that both coils have to be replaced ****** gave me an estimate on replacing both coils and only there labor since parts 2 coils are still under warranty will cost $ *******, this has put a lot of stress on me since I invested a lot of money with Royal Air for a peace of mind and my family comfort and to know that units are defected, I just wanted my new units to work correctly like they should and Royal Air is claiming its my fault because I chose the units Im very confused and need help! Thank you ********************* claim# ********
  
  
  
  Regards,
  
  *********************

  Business response

  09/30/2022

  We are glad that you found a company that will honor the warranties and that you are happy with.

  Customer response

  09/30/2022

  
  Complaint: 18024233
  
  I am rejecting this response because:The only reason why I called the other company ****** heating and cooling is because ROYAL AIR DID NOT COME TO CHECK WHY BOTH OF MY UNITS WERE NOT COOLING PROPERLY after i called multiple times which were still under labor and factory parts warranty, i had no choice but to call another company it was a very very hot this past summer 2022 NOT ONLY WAS IT NOT   COMFORTABLE FOR ME AND MY FAMILY BUT IT WASNT SAFE FOR MY ELDERLY PARENTS WHICH LIVE WITH ME AT MY , I SHOUDNT HAVE TO PAY OVER $5500 DOLLARS FOR LABOR WHEN ITS ROYAL AIRS responsibility FOR THERE WORK AND WARRENTIES 
  
  
  Regards,
  
  *********************

*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. ↩