Complaints

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March of 2002, my home was hit by an F2 tornado in **********. A fence plank pieced the outside coil of my AC unit, causing it to fail. ********** approved $13,500 for a new unit. With those funds I paid upfront Airco Mechanical to install a "new" 5 ton Lennox system in May of this year, and it has been completely out of service and not working. They said they can't find a problem, and will not install a new unit, even though we are under contract for 10 year parts and 5 year labor. The "new" coil has damage on ALL sides of the unit. It looks worse than the tornado damaged coil I had prior. In addition, the techs left water dripping from the main unit in the attic, and now possible mold is growing. There are black spots getting larger and larger, and now I have to pay to get it tested. Copper pipes are left behind, the air filter is never even put back in the unit. The AirCo technicians never leave with a document or service order stating what has been repaired. They don't even say they are leaving, or if they are coming back. The Manager "******" said, "I don't know who comes to fix these things, we don't document any of it". They do not log services of workers coming in my home to make repairs?? The manager ****** said "Oh this looks bad" regarding the coil, but says they can't replace it. (I have it on video).When I walked into the AirCo office asking to speak to a manager literally with tears in my eyes, because my house is set to 66 and at 80 degrees inside, after they did "repairs" 4 hours earlier, the receptionist was extremely rude, and said I would be contacted, and there were no managers anywhere on site to speak with in any of their oversized buildings 1 & 2.None of my issues are resolved, and house is not cooling and now with possible mold. It was hard enough to deal with all the tornado repairs as a single mother, but to still be struggling with this company has been traumatic, with no end in site. Please help in any way possible.

  

  Business response

  09/25/2024

  We are addressing the issues the customer is concerned about. ****** is responsible for the coil and they have agreed to provide a new unit. We had to wait for that approval which took 24hrs once requested. We have responded to all requests when service has been requested. We cannot provide a refund on a job that has already been completed and used by the customer all summer. Were sorry that a warranty issue arose but we are responding with the appropriate repairs. We understand that the customer has demanded a full refund and does not want us to attempt to provide service as originally agreed upon in the 10 years parts and 5 years labor per the contract. Department Managers ****** and ****** are directly involved and overseeing the corrections. They are both the point of contact. We have our next appointment already scheduled for tomorrow morning to continue with addressing all concerns. 

• Initial Complaint

  10/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I continue to receive solicitation correspondence. For two years I have asked them several times to remove me from their mailing list and they still have not. Previously I wrote a letter directly addressing it to *********************, General Manager asking him to have his company remove me from their mailing list and do not send me any more correspondence. I have called the number in the solicitation letter *************) and have spoken to someone and asked them to remove me from their mailing list and correspondence and they have taken down my name and address and in a message and will pass it on to their department and have them remove me. Additionally, I took the correspondence and hand wrote a note on it to remove me and left it in between their front doors so that they would see it when they opened their office doors. Despite my several methods of my request to remove me from their solicitation correspondence, I continue to receive these solicitation correspondence about every month and Airco has not removed me per my request. I am asking for your assistance to get Airco to honor my request to remove me from their mailing list and quit sending me these nuisance solicitation correspondences. Thank you for your assistance.

  

  Business response

  10/05/2022

  We do not send the advertising directly. Its a marketing agency that provides direct mail coupons. We dont create the lists or even know who they are mailing. It just a post card with a coupon like the rest of the advertising everyone receives. I will contact them again to ask for them to some how black list this address but it could take some time. 

  Customer response

  10/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  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. ↩