ComplaintsforAire-Flo Heating, Cooling & Generators

• Initial Complaint

  10/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Aire-Flo began September 1, 2023 emailing me and continues to harass me regarding a debt that I do not owe. I have responded to their emails letting them know I do not owe them any money.

  

  Business response

  10/24/2023

  I have attached the email communications between the customer and my office administrator Liz K*****. Customer disputing charges, Liz detailing the services provided. We even gave her a reduced invoice at the time the work was performed and only charged her for the diagnostics fee and 1 hour of labor and did not charge her for the materials we used. None of our records indicate that she was told she would not have to pay this charge, she just proclaimed she would not pay.

  Customer response

  10/28/2023

  I am rejecting this response because: the  company provided a diagnosis and nothing else. The tech removed the metal tape to see where the water was coming from. Once he found the leak, he replaced the tape which he had to do. 

  The AC already had the plastic pipe/drain was attached to it. I provided the bleach for him to check the pipe it had no blockage.

  After receiving a quote from Aire-Flo to replace the AC unit, I tried several times to get  someone to discuss the differences in the AC units--no one ever contacted me.

  I went with another company.

  Unsure why Aire-Flo is contacting me 1 year later saying I owe them money when I did not.

  Regards,
  ******** ******

  

  Business response

  11/17/2023

  11.17.2023, BBB called business spoke with Trisha N****. She said business provided consumer with invoice showing zero balance due. 

  Customer response

  11/18/2023

  I am rejecting this response because: Aire-Flo practices are unethical. I received no call or voicemail from them. I did receive the zero balances invoices via email and consider this matter closed. My hope is that Aire-Flo never contact me again.
  
  Regards,
  
  ******** ******

• Initial Complaint

  06/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  First of all, I’m not an expert in HVAC- that’s what I hired Aire-flo to take care of for me, and my family and I have been long-time customers. On June 27, 2022 I had a service call for routine maintain on my Carrier unit that was installed my Aire-flo almost 15 years go. That tech decided to add freon to my unit. Pipe became clogged soon after that visit and condensation leaked around furnace in the basement so I called Aire-flo for a follow up service call July 6, 2022. The technician (who, of course, no longer works at Aire-flo) told me there wouldn’t be a charge for the visit because he was correcting what the previous tech missed/caused. Ten months later I received a bill for $339. I called confused, and they took off $80 service fee and told me the billing department would get in touch because I clearly stated I was told I wouldn’t be billed for the visit in July. Billing never called me back so I reached back out and spoke to them, as well as a manager, today. The manage said they tried to bill me but had the wrong email. So rather than call or mail me a bill in a timely manner, they waited and then emailed me the invoice 10 months after the service call (what kind of billing department is this? Also the tech might still have been employed and able to be questioned if the billing department was more efficient). They will not honor what the technician told me and now I owe $240. I paid for the June visit and now I am paying for the July visit to correct what that tech either caused or at least missed.

  

  Business response

  08/15/2023

  We have taken the time to look over this information and have issued this customer a refund in the amount disputed. Refund will be applied to the card used at the time of original payment.

  We apologize for any inconvenience this may have caused and have taken the necessary actions to make sure something like this doesn't happen again.

  Thanks!

  Customer response

  08/25/2023

  I accept the business's response to resolve this complaint provided the refund is received within 14 days. 
  Regards,
  ******** *****

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After getting quotes from three companies for the purchase and installation of a Generac home generator I decided on Aire-Flo. At the time that we had our last sit down discussing the details of the purchase/installation of the generator their salesman, Mr. J.T. K********* once again advised me that because of buying a generator at the time that I did I qualified for a promotion from Generac which was getting a 7-year warranty versus the standard 5-year warranty. At that meeting I agreed to the conditions presented by Mr. K*********, wrote a check to Aire-Flo for $5,000.00 and was provided a packed which included all of the appropriate paperwork involving the purchase of the generator, (including a copy of the 7-year warranty). After our meeting Mr. K********* put in an order for the generator, (at that time there was a backlog of 6 months for the generator). Later that year the generator was installed, I paid the balance due and thought all was well. When the chip for the generator came in which enabled the monitoring of the generator from my cell phone I noticed that the warranty for the generator on file was for 5-years. I called Aire-Flo and advised that the warranty duration was wrong and to correct it. Elizabeth K***** from Aire-Flo said she would take care of it. A month or two went by and about a week ago I checked the warranty again and discovered that it was still at 5-years. I called Aire-Flo to advise of what I discovered. At that time I was asked to provide the paperwork which showed that I should have a 7-years warranty. I texted a copy of the warranty that Mr. K********* provided at the time of our finalizing the particulars of the generator and the installation to Ms. K*****. She later sent me an email that stated that the warranty I texted to her was merely a copy of the warranty and "This is not the form nor promotion paperwork that Generac provides when a 7-year warranty is granted". Aire-Flo is not honoring warranty I was told I would get.

  

  Business response

  08/18/2022

  I was made aware of this customers complaint the day before Mr. ****** submitted his official complaint to the BBB. The proposal that Mr. ****** signed indicates that he was assigned the 5 Year Warranty. If a customer contacts Generac directly GENERAC OFFERS the on and off promotion of the 7 year extended warranty - this is a program with Generac and is not a discount or promotion by Aire-Flo. When the customer enters the system through Generac they will automatically tag that customer if they are available for the promotional warranty; I have double checked and what Liz told Mr. ****** is correct. We have nothing that shows he was qualified for the extended warranty; and the form that he sent us is a generic form that can be pulled up by googling it.

  The salesman is no longer with our company so I am unable to confer with him regarding this situation.

  We strive to make sure our customers are more than satisfied with us and was researching this issue when the complaint was filed with BBB. I have attached the signed proposal which shows the 5 Year Warranty.

  Because we do want our customers to be more than satisfied with us Aire-Flo will purchase the 7-Year Extended Warranty for Mr. ******.

  Trisha N****

   

*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. ↩