Complaints

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  April 19th, we turned on our A/C unit and noticed that there was water dripping from the overflow pipe on the exterior of the house. We contacted our home warranty company (AHS) to have them send someone to determine the cause of the overflow. AHS contracted with AirStar to have them diagnose the issue. It was reported that the internal drain pan/line was damaged and was unrepairable. It was further determined that the damage to the drain pan/line was not due to normal wear and tear...that someone had damaged the unit. Due to this finding/determination, AHS would not cover any repairs.I contacted AirStar and asked why it was determined that the damage was not due to normal wear and tear. I spoke with the owner of AirStar (*****), and he stated that it appears that someone had broken the drain pan/line and had attempted to repair it. We just had both heating units replaced in 12/2023. I asked ***** if, during the process of installation, could one of the technicians broken it, by mistake, and repaired it? ***** stated that there was no mention of that in the installation paperwork. After we continued speaking, he was adamant that no one from his company would have accidentally broken it and then repaired it, without it being reported to him.We have had our HVAC serviced by AirStar for over 15 years. They are the only company that performs work on our systems. Due to this fact, AirStar is the only company that has been in/around the units.Since the replacement of the unit was necessary, I spoke with ***** and asked that he bear the responsibility of the cost of replacement. He refused. After further "negotiation" he agreed to cover half of the cost of replacement.Based on the fact that no one has touched/serviced the units, other than AirStar technicians, I feel that the entire cost of the replacement should be borne by AirStar. I am requesting reimbursement of my payment to AirStar.

  Business response

  07/19/2024

  Thank you for your feedback. We would like to clarify a few points regarding your service. We came out on an American Home Shield order in April and the job was performed on a 24-year-old unit. Our technicians conducted the work meticulously and did not cause any damage to the unit.  The total charge for the coil replacement after being denied from AHS was $1,294, significantly lower than the usual cost of $3,600 for such a service. Despite this, we agreed to cover most of the replacement cost as a gesture of goodwill. We not only replaced the coil but also replaced other items that were not on your unit such as flow switches and a secondary pan that was significantly damaged due to rust. You seemed satisfied with this resolution during our conversation and did not express any further complaints. Additionally, we concluded that the damage likely occurred outside the window of time when we worked on the unit.

  Customer response

  10/04/2024

  
  
  Thank you for your response to my complaint. However, I would like to address several points you have raised.
  
  While I appreciate the discount provided on the coil replacement, it's important to note that the issue at hand is not about the cost of the replacement itself, but rather the responsibility for the damage that necessitated it. The fact remains that AirStar has been the sole company to service our ************ over the past 15 years, including the recent heating unit replacements in December 2023. Given this history, it's reasonable to expect that any damage to the unit would have been caused during one of these service visits.
  
  You mentioned that the damage likely occurred outside the window of time when your technicians worked on the unit. However, considering AirStar's exclusive access to our ************, it's difficult to accept that the damage was caused by anyone other than your technicians. Additionally, the assertion that the damage was not due to normal wear and tear further supports the likelihood that it was caused during a service visit. Part of the damage that AHS noted for the denial was the splicing of the *** and blue adhesive used around it.  Based on a conversation with *****, he stated that this splicing and adhesive may have been performed during a service visit, in order to clear the pipe.
  
  While I acknowledge the gesture of goodwill in covering part of the replacement cost, I firmly believe that AirStar should bear the full responsibility for the replacement, given the circumstances and the longstanding relationship we have had.
  
  I am requesting a full reimbursement of my payment to AirStar for the replacement, as the damage was not due to any actions on our part and could only have been caused by those with access to the unit.
  
  
  

• Initial Complaint

  11/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 26, 2023, I had one of my bi-yearly service maintenance. ***** was the technician who showed up along with I assume a new trainee. As usual, every time someone comes out I have voiced my concerns where my bedrooms are not getting cool air in the summertime and no heat in the winter time. I have had new doors and windows, insulation and heat barrier in the attic. I have done everything I can think of to make my house more energy efficient. Now I have agreed to have new AC & heating unit installed. I can provide documentation from my experience with this company within the past 6 months. I have documentation where there were many issues with the install on the new unit. I also attached pictures showing the water sensor wires were connected backwards and had to be corrected along with picture of the exposed circuit board which still needs to be corrected along with a dirty filter that should have been replaced. When I called the office I was only allowed to speak with ***** who I was told he was the owner. I called him once again after the latest visit on 11/6/23 and I advised him that the bedrooms are still not cooling. He told me they had gone above and beyond and there was nothing else they can do. Since June 29, 2023, I have gone days and some weeks without a working AC/Heating unit when my old unit worked fine, the issue was that I could not get air to the bedrooms. I am out a total of $18,383.48 in expenses for a new unit along with other expenses that I had to fit the bill because the company would not cover when the new unit was not even necessary had they added dampers to the existing ducts. At this time, I am requesting to be compensated a total of $2101.08 for the Service Fee, Hinsense Portable AC, transformer, and the 7 dampers (which is all that what was needed to get the air circulated in the ducts which will get air and heat into the bedrooms). I also want the $39.99 service agreement canceled, as I am no longer need their services.

  Business response

  11/28/2023

  Hi *****,
  Firstly, I want to express our sincere apologies for the inconvenience you've experienced with our heating and cooling services. We genuinely value your feedback and take your concerns very seriously.

  
  I understand how crucial it is to have a reliable heating and cooling system, and I'm truly sorry for any discomfort or frustration this situation may have caused. We strive to provide top-notch services, and it's disheartening to hear that we fell short of your expectations.

  
  We would like to speak with you further regarding this issue. Please reach out to us at ************ or respond directly to this email. We appreciate your feedback as it helps us improve our services and ensures that we provide the best experience for our customers.

  
  Thank you for bringing this to our attention, and we look forward to the opportunity to make amends and regain your trust.

  Customer response

  11/29/2023

  I am rejecting this response because: I already tried to talk to ***** and wash brushed off with no resolution which is the reason for my complaint. As previously stated, and due to the aggravation and frustration this whole situation has caused me and my family and due to the many errors and mistakes done by your company (which is well documented over the last six months on every work order form that I have on file), the new unit was not even needed had the dampers been offered which was all that was needed to get the air circulated in the ducts to get air and heat to the bedrooms which was my original request. Had your technician/project manager been more knowledgeable about their job, this project would have been completed without any flaws. I feel that I was sold an expensive new unit that was not even necessary. I am requesting to be compensated a total of $2012.08 for the Hisense portable AC, transformer and the dampers which were all that was needed to get the air circulated in the ducts which will get air and heat to the bedrooms which was my original request. 

  Business response

  12/08/2023

  Hi *****,
  
  It is unfortunate that we are unable to solve this by communicating directly like we have in the past. In the recommendation sheet that we shared with you, it is clearly outlined that these are *reccommendations* and therefore we were not forcing you into any purchases. As you know, we made many trips to your house to try to resolve this issue, which was due to the voltage coming to your house which is out of our control. A number of these repairs and trips to your home were free of charge from us. As mentioned previously I would still like to speak to you directly so we can come to a solution that we are both comfortable with. Please give us a call if you are willing to discuss this further. 
  
  
  Thank you,
  *****

  Business response

  12/08/2023

  
  I have outlined all of the work that we did and also have attached our recommendation sheet that states suggestions, therefore we didnt force ********************* to purchase anything, we clearly put asterisks around the word recommendations. As a reminder the install date was 6/29/2023 and then we received a complaint about the unit run time (after we tested all ducts and were there within 3 days of each other) and replaced supply plenum and ran new ducts on 7/12/2023 which was a $1598.00 value.
  
  After receiving another complaint, we performed a static pressure test with a manufacturer rep and the test showed all airflow was correct on 7/18/2023.
  
  We did not hear from the customer for 3 months and when I ask her how the unit had been running she replied great.
  
  After 2 repairs due to the voltage coming to the house was rated at 237 volts and system was rated at 220 volts we went to the manufacturer and was allowed condenser replacement under warranty only if the customer corrected the voltage on 10/21/2023 ******* Value
  
  
  The pictures she attached to her complaint are also inaccurate and not reflective of the work we did in her home. In addition ********************* signed up for a platinum service agreement to receive a discount on the install that requires a two year commitment and canceled after getting unit installed.
  
  I have spoken to ********************* several times and we have never been less than pleasant with each other and am not sure why she will not communicate with us directly now.

  Customer response

  12/08/2023

  I am rejecting this response because:   As with all my previous communication with ***** he brushed me off stating they had done everything they could to resolve all the issues with the new unit. Which in fact they did not. I also do not approve of him posting our credit card information on this complaint for everyone to have access to. That is very unprofessional and one more complaint to add to this one. I have attached pictures and work orders for every time they had to come out to work on the unit and now he is trying to put the blame on someone else. This is unacceptable!

  Customer response

  12/13/2023

  I am rejecting this response because: As previously stated, I do not accept their response. ***** wants to talk to me so he can brush me off once again and not take any action. I have requested a refund in the amount $2101.08 due to the frustration and aggravation of dealing with ***** and his company. 

  Since June 29, 2023, I have gone days and some weeks without a working unit. I am out a total of $18,284.48 for total expenses for a new unit that was not even necessary had they added dampers to the existing ducts. I am requesting be compensated a total of $2101.08 for the Service Fee, Hinsense Portable AC, transformer, and the 7 dampers (which is all that what was needed to get the air circulated in the ducts which will get air and heat into the bedrooms).

  Customer response

  12/14/2023

  ***** has never stepped foot in my home or attic. The pictures and work orders that are attached here are from the work done by Airstar Services and can still be seen if someone was to come and view the system they installed in my attic. I did not request a cancellation of the service agreement until I submitted this complaint. Had your project manager installed dampers in the duct/vents there would have been no need for new ducts to be installed for a second time during this install. Everything that I have provided is accurate and I feel like I have a valid complaint. This project has been by far the worst service experience I have ever had. Again, a refund in the amount of $2101.08 for charges that I had to pay out of my pocket to include a portable AC to keep cool in the hottest months of the year. If the new unit could not perform the job that was needed it should never have been installed and a different system should have been installed. There were never this many issues with my old unit as there has been with the new Daikin system. All my ask was for the bedroom vents/ducts to be functional. Which when they left my house on the last visit it is noted that the issues I had from the very beginning were never resolved. 

  Business response

  01/24/2024

  Business indicated that they would like to discuss the situation further with the Customer.

  Customer response

  02/12/2024

  ***** has not contacted me as he requested in the last communication. My complaint still stands and I am not paying for arbitration. He knows and needs to do the right thing as when we did speak before the complaint was filed and he brushed me off and couldnt come to an agreement then. I will no longer use his company for any services because any replicable company would resolve a customer complaint instead of brushing their customers off as it looks like he has done to me now and they have done to other past customers. 

  Customer response

  02/12/2024

  Better Business Bureau:
  
  I am rejecting the offer to use BBB arbitration to resolve this dispute,complaint ID ********.
  
  I am rejecting this service because: I am already out extra money that I should not have had to pay a replicable company for services beyond a new 

  ac/heat unit install and for as many days and weeks I went without an AC in the hottest months of ***** weather. Let this complaint stand and be reported for future customers not to deal with this company.

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

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They came to my home 3 weeks ago to check my ac unit. They say that the *** valve is not working and they are looking for the part. I have received very little follow up, most of the time has been me calling. My home is 90+ degrees every day and night. I have someone in my home who has asthma and has had difficulty breathing because of the heat. They have done nothing.

  Business response

  07/17/2023

  Thank you for bringing this to our attention. We sincerely apologize for the lack of follow-up and the discomfort caused by the delay. We understand the urgency, especially considering the health implications for someone with asthma.
  
  We want to assure you that we are committed to resolving the problem as quickly as possible. Our team has been actively searching for the required TXV valve part to proceed with the repair. However, we acknowledge that the time taken to source the part has been much longer than anticipated, and for this, we deeply apologize.
  
  We assure you that we are making immediate efforts to expedite the process of locating the required part and scheduling a service appointment to rectify the issue
  
  Once again, we apologize for the inconveniences caused, and we appreciate your patience and understanding. Please contact us  directly about your concerns so we can update you about the issue at hand.
  We look forward to the opportunity to regain your trust and confidence in our services.
  
  Sincerely,
  Airstar Services

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/23/23 I filed a claim with American home shield. On 5/25 AIRSTAR was sent to my home to do evaluation. They reported that the compressor was bad and needed to be replaced. AHS agreed to fund the entire cost of the repair. From 5/29 to 6/2/23. Both companies kept saying they were waiting in each other to request/send the parts for the repair, but they wouldnt speak to each other to get the process started. Then on 6/5 AIRSTAR finally called the warranty company. AHS shipped the parts needed to do the repair. The parts arrived 6/8. AIRSTAR said they would set up a repair appointment with me on 6/9. On 6/9 AIRSTAR said their truck had a flat and couldnt go get the parts and would set up my appointment on 6/12. On 6/12, AIRSTAR reported that they wouldnt be able to get the parts and would have the service manager call me. It is 6/13 and still have not spoken to the manager, who is probably going tell me the same thing. And I still have no appointment. I have a newborn in the house and care for elderly parents. Both of whom are not tolerating the ***** heat. Which is set to be triple digits this weekend. I even offered to drive to their warehouse to pick up the parts for them. So I do not understand the cause for this unreasonable delay.

  Business response

  06/15/2023

  We apologize for the delays and inconveniences you've experienced with your claim and the repair process. We understand the urgency of the situation, especially with a newborn and elderly parents in the house. We take full responsibility for the breakdowns in communication between our company and American Home Shield (AHS). We apologize for the miscommunication and blame-shifting between both companies. We should have ensured effective communication and taken proactive steps to resolve the issue promptly. We regret the missed repair appointments and the inconvenience caused by the delay.

  
  We appreciate your offer to pick up the parts, and we apologize for not considering it as a viable solution to expedite the process. We have that compressor and we had that installed for you yesterday so I hope that clears up the confusion and solves part of the problem. We apologize for any frustration caused and appreciate your patience. Your satisfaction is important to us, and we will do our best to resolve this matter promptly. Thank you. 
  
  Sincerely,
  AIRSTAR service

*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. ↩