Complaints

• Initial Complaint

  09/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  "A living nightmare " I had a $12,000.00 system installed last month. Actually it has not been a full mont yet. I have had many problems with this AC system they installed and sold me, since day one. They came repeatedly daily to sell me the system and sign me up but disappeared once they had me locked down. Setting up appointments to get them to come and look at, it has been extremely difficult. Everytime I called, I was told the technician would come "today". That day no one would show up without calling or give me notice, it took days for them to actually come. Every time someone has come was not able to fix the problem. The ac unit constantly freezes. I knew something was off since the 1st day when the people that installed it kept arguing among each other that they couldn't find the right tools and had to improvise. It froze up the first day and took them a week to come out. The condensation from the vents was so strong,it caused my wooden floor to get damaged. I sent pictures of the damaged floor wet from the condensation water from the floor vents and asked for a technician and still took another three days and many phone calls for someone to come. I will ask for the repairs now since they keep ghost me ! So far they haven't fix anything. And theyre still giving me the run around in the mean time I already made my first payment. Like I said it's been a Living Nightmare!

• Initial Complaint

  08/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On 7/20/2021, with representative Emilio ******, from Air Rey A/C & Heating, I financed a change out residential 3.5 tons vertical gas unit. The description reads: Change Out Machines 3.5 tons + 2 Years Maintenance Free. Warranties: Compressor 10 yrs., Heat Exchanger 20 yrs., Parts 10 yrs., Labor 1 yr. Amount financed $9,000. Installed 7/22/21. I called business 8/8/24, advising representative that water was dripping inside my home from unit. I was told that it would $140 for a technician to come out and inspect. A technician arrived 8/9/24 and inspected the unit. He told me that he would change a part and did so. He showed me the part. I asked him why is it that the equipment continues to drip water? He told me that it needed a separate part, the equipment was under warranty, and the business would contact me in the morning. Not receiving a phone call, I contacted the business 8/10/24, and was told that the part needed to be ordered. On 8/13/24, I contacted the business as water continues to drip inside my home. I was told that the part was still not available. I called 8/26/24, and spoke to a Rachel, the young lady that took all of my calls this month, that the part hadn’t been ordered because I never confirmed with the business that I would pay $405 for the cost of labor to install the part. I requested that Rachel have a manager call me as there seems to be a break down in communication. Water continues to drip inside my home. Although, it was acknowledged that the source stems from unit equipment financed from the business, a timeframe, itemized costs, detailed action plan, or sense of urgency were effectively communicated.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July of 2023 company installed a new air conditioning unit, due to an installation error one of my rooms is always hot. I have reported the problem multiple times and company just sends a technician to review my unit, but never takes action to correct the problem. In addition, I have requested the paperwork to complete my warranty documentation, company insisted on completing the documents on their end (not a very common practice), but they not only have not provided a copy of the document but I am afraid this is not being done. I have been very patient with the company, and this A/C unit represented a significant investment on my end, but this company just cares about getting their money and then they will just forget about you and your unit.

  Business response

  01/09/2024

  Mr. ********, we apologize for the inconvenience that happened. We installed on July 2023 an HVAC system based on your requirement. 3.5TON furnace, evaporator coil and condenser were installed with NO duct work. Our internal appointments system history shows that we had the first tech visit on 10/16/2023 completed checked at full with no gas leakages on the system. Second call came on 10/26/2023 stating a room wasn't cooling enough, visit was attended on the same day. Our technician found a 7" supply duct on the room recommending to the customer to change from 7" to 8" to have more air into the space. Based on the original scoping of the job, we did not change ducts. Technician told to the customer to call their sales representant to prepare a quote to change the air duct. We have not received any phone calls since the last appointment which was on 10/26/2023.

  Regarding the PRODUCT REGISTRATION through CARRIER company, has been submitted a long ago and must be at your hands under confirmation # ending on XXXXXXXXX3988C.

  We are more than happy to help in any way we should at any time.

  Air Rey Service (Houston).

  Customer response

  01/12/2024

  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.  
  
  When I purchased the system, I was very clear and I indicated that one of the rooms needed to be check as the room was always hot, I was reassured that the issue would be taken care of with a damper or similar product to reduce the airflow intake from the register. Now, someone called me to make a scheduled appointment to have someone in my house to provide an estimate for the work, given that I would receive a $1,000 dollar credit due to all the issues during my installation, I am still waiting for someone to call me to schedule that appointment. Please call me ASAP so I can have the people stop by to get the estimate and complete the necessary rework. 
  
  Regards,
  Carlos ******** 
  
   
  

  Business response

  01/31/2024

  Mr. ********, we apologize for the inconveniences you had in the past. The duct change work was done on 1/24/2024, we sent 2 of our company technicians, the a/c system based in our documentation from technicians is operating in normal conditions.

  We wanted to clarify that the $1,000usd credit was a discount from Air Rey Service valid if you replace the complete duct work in your system with us, however, this is not a $1,000usd credit to use in additional repairs, maintenances or either money wise on your a/c system.

  Even thought, we mentioned over the phone call to replace one duct it would be $350usd (material & labor) where the customer agreed to proceed with the work which was done on 1/24/2024 as mentioned before. On Wednesday 1/31/2024, we did a courtesy call to make sure that everything is working properly and to collect the balance of $350usd, customer refused to pay.

  Any concerns or comments, feel free to contact us at any time.

  Air Rey Service (Houston)

  Customer response

  02/05/2024

  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.  
  This is not a response, your team has not reviewed the recorded conversations, this was the least the team could do to cover my faulty installation. Your team installs a new system and there is a gas leak, and al you do is say "Well, that is your problem, we are not doing anything to cover our ineptitude". 
  
  Regards,
  
  
   
  

  Business response

  02/22/2024

  Mr. ********, we apologize for the inconvenience you had. From our side, we have provided all your requirements in terms of your HVAC system installation done on July 2023; Product registration up to date, duct installation aside of the original scoping already done. Your account is now on hold until your balance of $350usd is clear up.

  Further questions, do not hesitate to contact us.

  Air Rey Service (Houston).

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Air Rey Services has been working on the installation of my A/c unit for over two years. Around August 14th the whole unit split and a large amount of water came into my laundry room, see pictures attached. It took them from August 14th to September 9th into the 10th to fix the installation. Air Rey came to my house many times but it would start leaking into my home again. Air Rey mispositioned the air conditioning unit incorrectly and it leaked inside my home destroying my laundry room, hallway and kitchen. I have attached two pictures but I have many more, just my computer was not co-operating. Air Rey finally completed the installation of my A/C unit on September 9th into the 10th. However, they are refusing to fix my house from all the damages their poor installation has caused. Air Rey keeps telling me that their insurance will contact me next week and when that week finishes is they will contact me next week. It is going on three weeks and I have not received a call from any one from the insurance. I have many of the items from my laundry room outside and getting destroyed by the heat plus everything that got wet during this catastrophic event. All I want is my home to be back to normal again. We have suffered many days without a/c because they were fixing it (even on record high heat) just for it to be broken again. Any help you can provide would be appreciated. Thank you.

  Business response

  01/26/2024

  Mrs. ********, we apologize for the inconvenience that happened. Air Rey Services LLC did install an air condenser at attic. At that time, Air Rey Services went back out to the property to try and repair the leak. Air Rey Services tried to pay for the repair out of pocket since Air Rey was at fault for the leak but the estimated costs were too high and that is when our insurance company was placed on notice. At that time, our insurance sent out a company by the name of Crawford to access the damages and only pay for the necessary damages caused by our leak. Negotiations were made and was paid for the water damages a total amount of $7,673.71usd to finish and clear all issues presented at your home.

  We are more than happy to help in any way we should.

  Air Rey Services

  Customer response

  02/01/2024

  [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.  
  
  
  
   
  

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was having a problem with my HVAC system. Whenever AC starts, it was making more than usual noise. So I contacted Air Rey Services LLC. They sent a repair person to look over the issue. He recommended changing the motor. So they did change the motor on Jun-09-2023. But the noise did not go away. So I called Air Rey in the week of June complaining that noise is still there and not going away. They asked me to pay $325.00 and refuse to take a look at this issue any further. Why should I pay the money if my issue is not resolved at all. One more information, I bought the whole HAVC system from Air Rey in Jan -2022. So it was unusual to have a motor or noise issue within 15 months. I also did buy their part replacement contract with a new HAVC system (excluding labor). I am willing to pay the charges, but the company first needs to resolve my issue.

  Business response

  01/10/2024

  Mr. ******, we apologize for the inconvenience that happened. We installed at your property on 12/30/2021 a 4TON Carrier evaporator coil and condenser system based on your requirement under invoice H31395 and second equipment installed on 1/5/2022 were a Carrier evaporator coil and condenser under invoice H31396. Our internal appointments system history shows that we had the first tech visit on 6/5/2023, where our technician found an internal condenser fan motor noise on 4TON condenser installed on 12/30/2021. The part need to be interchanged under Carrier warranty implied. Based on your invoices, your equipment has 10yr warranties and 1yr warranty on labor. At the call date, 1yr warranty period has expired. Our internal dispatching department advised a cost of $99usd for the inspection done on that day. This $99usd will be deducted on the final cost for the work.

  We ordered the part (condenser fan motor) under Carrier portal warranty on 6/5/2023 at no part cost for customer. Second visit appointment was done on 6/9/2023 to replace the mentioned part. Labor to do the job was $325, deducting the first $99 for the diagnostic done initially was $226. Unfortunately, customer refuse to pay $99usd and $325usd which address us to place your account on hold until payment will be cleared.

  Third service call received on 6/22/2023 requesting a new service, since your account still on hold, we can not dispatch the technician until account would be in $0.00 balance.

  We are more than happy to help in any way we should and serve you in all your HVAC services.
  

  Air Rey Service (Houston).
  

• Initial Complaint

  08/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid $6300 cash money to company to install a new carrier 300 btu air conditioning/heating unit in feb of 2022. Unit was installed the very next day but never worked properly from the beginning. Sales person was contacted regularly but never replied claiming he was out of the country. Company was finally reached and sent repair man who confessed compressor was defective and took some time but eventually replaced. Unit continued to fail in cooling house. Company was contacted but gave run around. Two or more repair men have come out but unit still dysfunctional six months later. Seeking full return of amount paid and removal of unit

  Business response

  10/26/2022

  Installation date: 02/28/2022

   

  First appointment: 05/19/2022

  Problem presented: A/C system was not working.

  Solution: Tech diagnostic; compressor not working. Requested component under warranty.

   

  Second appointment: 06/01/2022

  Problem presented: Same as first appointment.

  Solution: Compressor replacement. A/C system was working properly after replacement.

   

  Third appointment: 08/01/2022

  Problem presented: Customer said that she needs to set thermostat at lowest temp to obtain the coolest temp at her home.

  Solution: Technical visit done to check pressure temperatures and delta differential gradient. System was working properly and based on brand specs. Technician recommended to customer to change their ducts and replace filters each month to have the equipment let to cooling down temperatures as fast as possible.

*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. ↩