ComplaintsforA#1 Air, Inc.

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have called repeatedly about our a/c unit we purchased not cooling. They said when it was put in they forgot a part. They are allegedly ordering the part but it has been months and they can never give an answer when we call.

  

  Business response

  10/24/2024

  Thank you for bringing this to our attention.  We have looked into this, and we will have we will get this resolved for you this Monday 10/28/24 to install the parts.  

• Initial Complaint

  08/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  11/7/2013: **** unit installed by A #1 Air. 16 year all parts and labor warranty, per contract. I had to pay for an annual "club membership" of $140 to pay for semi-annual "tune-up" per contract. 1. A #1 Air tried to upsell me for **** items that were in good repair, or that were covered by the warranty. A#1 Air wanted to install surge protector in my electrical system. My electrical system has never affected the **** system. I have details.2. 7/4/2024. Contact A#1 Air for usual tune-up, but. computers being upgraded, will call me back.3. 7/12/2024. Talk to *****. He can't send out tech, unless I pay $89 surcharge plus usual $144. I protested increase in price . ***** said will check with customer services and call me me back.4. 8/12/2024. 31 days, since I talked to *****. Talked to ****** Can't renew club membership. New club fee is $240/year; paid by the month. I protested the increase. Asked to speak to supervisor, or owner. Spoke to supervisor. I finally agreed to make one-time check or credit card payment for $240, but supervisor said they will NOT accept such payment. A #1 Air will only draft my bank account or credit once per month. 5. 8/12/2024. I told supervisor that I can't do bank drafts, or automatic credit card charges; as these methods have been detrimental to me, so I can't allow such payments. I emphasized that my wife is 100% disabled and that I am injured and partially disabled, myself. No sympathy from any of he phone reps. ***** said that he would call me back about an alternate form of payment.6. 8/13/2024. No call back from *****.(a) My warranty contract does not specify how I have to make a club membership payment. When a contract is vague on such a matter, the party that did not write the contract prevails. I did not write the contract.(b) I believe that A#1 Air is trying to voidthe warranty and the contract, by placing roadblocks to my payment of the club membership, and scheduling a **** tech to do the semi-annual "tune-up."

  

  Business response

  08/22/2024

  Hello.  We just tried reaching out to you regarding your recent concerns.  We do have a new membership plan that has changed in pricing however, you are not required to renew your membership to keep the warranty on your system.  On the back of the sales contract, it states ***** agrees to maintain the equipment with a licensed hvac professional.  We would love to continue to service your unit on yearly maintenance.  We do have maintenance visits that can be purchased separately if you do not want to purchase the membership at this time.  When you get an opportunity, please give us a call at ************ and we will be happy to see what we can do for you. 

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  8/1 First, I had them come out for a tune up. During that time the tech did something that I was informed later popped a fuse. Instead of trying to fix the problem, as my AC was working prior to him touching it, he told me, I could order the part and fix it myself. (The part was not available at hardware stores and was going to take 2 days to order) He then proceeded to finish up and leave, leaving me and my family with no AC at 3pm in 103 degree heat.When we reached out to customer service, we were given the runaround for 6 hours before a tech was sent out to fix the issue. Mind you during this time, their dispatcher tried to cancel on us and push us to the next morning some time.8/3-8/4 Now that it has been fixed, I have been getting calls from them, most occurring between the hours of 12am-7am (6 as of writing this). When I call back to ask them to stop, they hang up on me. Worst customer service Ive experienced and now Im getting calls at all hours from them

  

  Business response

  08/05/2024

  I have spoken to ************** and discussed this matter.  An appointment has been booked for ***** to go out and changeout the fuse that is on order.  We are doing this at no additional cost to the homeowner.  ************** was satisfied with this resolution. 

  Customer response

  08/05/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a long time A#1 Air customer and have had a service agreement with them for over 10 years. I have never had any complaints until recently but now I have plenty of them. On June 10th, 2024 I had an appointment for a standard check up on an A/C unit I purchased from A#1 in 2016. The tech told me everything checked out with exception of a part needing to be replaced on the unit. The cost of the repair was around $450 and I asked the tech if my unit was still under warranty and was told it was not. I went ahead and paid for the repair only to find out later that the unit was, in fact, still under warranty for parts. Since learning about this, I have requested numerous times to speak with a supervisor to address this and have been told someone will call you back. As of today, Sunday, 7/21/24, I have yet to receive a call from anyone at A#1 Air. I came across the myriad other complaints/poor reviews on this site and it seems like filing here at least gets their attention. I expect A#1 Air to honor the warranty on my unit and fully reimburse me for the parts component of what I paid for this repair. This is just the first of numerous issues Ive had with A#1 Air over the past 6-7 weeks and their customer service is completely unresponsive and basically non-existent.

  Customer response

  07/22/2024

  I'm a little unsure of what you're requesting. I have not yet sent anything to A#1 in writing. All communication to date has been via phone. If you need to see payment confirmation, I can certainly send you that. It would be in the form of a credit card receipt. A#1 recently switched systems and are supposedly e-mailing receipts, but I have not yet received those e-mails.

  Thank you for your assistance!!!

  Customer response

  07/24/2024

  On Sunday, July 14th, I noticed my A/C unit, previously purchased, installed and warrantied by A#1 Air, was not cooling properly and I scheduled a service call. The responding tech diagnosed the issue as a coil leak and informed me my unit was still indeed under warranty for parts He told me he did not have the part I needed and could not schedule the repair but could add coolant to the unit to get it cooling until the repair was completed and gave me the cost of the repair (labor only) + the coolant. I expressed concern over adding coolant to a leaking unit and having to pay for coolant again during the repair. He again empathized, told me had called a supervisor and after detailing the myriad issues Id previously had, said the $2,924 he quoted would be the total amount I would pay regardless of any additional coolant additions required. I agreed to the terms and paid the entire $2,924 and began waiting for A#1 Air to call and schedule the repair. On Tuesday, 7/16, my A/C unit completely shut down. I called A#1 Air and they sent out another tech. This tech told me the leak was really bad and caused freezing in a drain line which shut down the system. He cleared the drain but told me it was a matter of time before the problem recurred. I asked him about the pending repair and told him I had not been contacted by A#1 Air for scheduling. He told me it appeared they were waiting on a part but would have somebody call me as soon as possible. I have not heard from anyone at A#1 since despite numerous phone calls. I've been told "sombody will get back to you ASAP" everytime. As of today (7/21), my A/C unit is not cooling at all, I've been provided no info on if/when I can expect the repairs I'VE ALREADY PAID FOR to be completed. I expect A#1 Air to fulfill their agreement and if they can't get the part, to tell me which of the several options available to them in obtaining one they are going to utilize. Their lack of any type of response is as unprofessional as it gets

  

  Business response

  07/26/2024

  Hello ****.  I am glad we had an opportunity to speak about your recent concerns.  Per our conversation, you will be refunded $230 for the capacitor due to it is under parts warranty.  I am glad that we got you up and cooling and if you need anything else please do not hesitate to give us a call at ************. 

  Customer response

  07/27/2024

  I have reviewed the business response and accept this resolution. 

  

  Business response

  08/06/2024

  08/06/24

  We have had an opportunity to speak with Mr. ******** and believed this matter to be resolved.  The last conversation with the consumer and *****, they were in agreement and the home owner was satisfied with the refund and the understanding that the freon was not covered by the manufacturers warranty.  If this is not the case A#1 Air is willing to discuss this further.  We tried to call a short while ago and got his voicemail. 

   

  Customer response

  08/12/2024

  I'm not sure who is responding to this from A#1 but clearly they are not referencing any actual notes on my case. Freon NOT BEING COVERED BY THE MANUFACTURERS WARRANTY" was never an issue. While I did speak with ***** and at the time I agreed with the resolution, I had an additional issue post repair. A few days after the agreed upon repairs, the A/C unit went down again. A#1 sent out yet another tech to check it out and said it was a drain issue. About two weeks prior, I had paid A#1 around $500 to have the drain cleared and explained this to the tech. This person was very thorough and tracked down the cause of the issue. They explained a section of the drain pipe had not been installed correctly and had collapsed, impacting the drainage flow. I told him the entire system had been installed by A#1 and asked why the tech that cleared the drain didn't catch this problem. This tech was quite empathetic, properly completed the repairs and did not charge me anything. I called ***** the following day to discuss this but my call was not returned until about two weeks later. Like every other issue I've had with A#1 (post new ownership), the only thing that gets their attention is a negative complaint to the BBB. I guess when upper management my 2nd complaint had never been closed out, they asked ***** to give me a call. I missed this call but they never tried again to reach me. 
  I begrudgingly will agree that with the help of the BBB, hours of my time wasted and being without A/C for almost 2 weeks, my issues are resolved. 

  Customer response

  08/13/2024

  I am rejecting this response because:   I'm not sure who is responding to this from A#1 but clearly they are not referencing any actual notes on my case. Freon NOT BEING COVERED BY THE MANUFACTURERS WARRANTY" was never an issue. While I did speak with ***** and at the time I agreed with the resolution, I had an additional issue post repair. A few days after the agreed upon repairs, the A/C unit went down again. A#1 sent out yet another tech to check it out and said it was a drain issue. About two weeks prior, I had paid A#1 around $500 to have the drain cleared and explained this to the tech. This person was very thorough and tracked down the cause of the issue. They explained a section of the drain pipe had not been installed correctly and had collapsed, impacting the drainage flow. I told him the entire system had been installed by A#1 and asked why the tech that cleared the drain didn't catch this problem. This tech was quite empathetic, properly completed the repairs and did not charge me anything. I called ***** the following day to discuss this but my call was not returned until about two weeks later. Like every other issue I've had with A#1 (post new ownership), the only thing that gets their attention is a negative complaint to the BBB. I guess when upper management my 2nd complaint had never been closed out, they asked ***** to give me a call. I missed this call but they never tried again to reach me. 
  I begrudgingly will agree that with the help of the BBB, hours of my time wasted and being without A/C for almost 2 weeks, my issues are resolved. 

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 30 we returned home from church to find our ** wasn't working. I called A#1 Air to come out and look at it. They installed it about 14 years ago. The tech told me that they probably couldn't get parts for it and if they could it would be $2,750.00 with labor. I asked for a quote for a new outside unit and he began tapping on his tablet. Came up with a $9,700.00 cost for replacement. He said they could install it the next day. We never saw a written quote with a list of charges. It wasn't until a week after installation that we got an invoice, after I had called them numerous times. We were told it would be financed interest free for 60 months. But the invoice had a "Merchant Finance Fee" of $1,057.30 added to the total. And a $494.00 charge for a thermostat that I can buy for $80.00 at ****** or Amazon. And the ** unit is nowhere near the quality of the unit they took out. We feel that they took advantage of the situation and the fact that were an elderly couple in need. I called their customer relations department numerous. It was obvious to me that they couldn't care less about my complaints, it's how they operate. CROOKS!

  

  Business response

  07/23/2024

  *****, ****, we are sorry to hear about your recent experience you have had with our company. Please give our Customer Relations team a call. We would like to discuss the specifics of this situation with you. We look forward to talking with you soon.

  

  Business response

  07/23/2024

  The merchant fee that ********************** is speaking of has been explained to him. I also went over other items on the invoice that he questioned.  In conclusion ********************** understood the items and was ok.  I offered him a MembershipPlan to cover the cost of maintenance and he is okay with that.  The homeowner was ok at the end of the call and the 'concern' resolved.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This all started when my drain line for the condensation clogged up. It was tripping the safety switch and killing power to the ** unit. I got the drain unclogged myself, no big deal, but in talking to another ** tech we came to the conclusion that the safety switch has been installed incorrectly from the onset. Thats why it couldnt drain even after I unclogged the line. So I called A1 and told them the problem. They insisted I pay an $89 service call fee to come out and look at the problem, even though Im still under warranty and they didnt install the safety switch properly. After two phone calls with an extremely rude and unhelpful guy named **************** get someone else on the phone who promptly and happily waived the service call fee. When the tech, who was very nice and helpful, came out he said the problem was the drain line was clogged. I agreed and let him know I had unclogged the line the day before but because the safety switch was installed (by their techs) incorrectly its unable to drain. He called his manager who said he could not fix the issue without charging me. I have been paying for them to come out twice a year for tune *** since this system was installed and no one ever said anything about this switch being wrong, but the first ** guy I called said that its not right. So this is the big problem. They now wont even back up the work they have previously done on the system even when its so blatantly their mistake.

  Customer response

  07/12/2024

  They have reached out and set up an appointment to fix the issue. I will update again when the problem has been fixed. Thank you. 

  

  Business response

  07/12/2024

  Hello *******.  I am glad that you had an opportunity to speak to one of our customer relations team members.  We will be coming out on 7/16/24 to get the safety switch installed for you.  Thank you for giving us the opportunity to make this right. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aug if 2023 we had A1 install a new a/c unit inside because the fan went out on our other unit. I first told them we would just replace the fan only. Sales guy said by the time they order one, get it here and installed it would be around 2 weeks. Not to mention that I would be spending more on an older unit that *** have other issues down the road. I have health issues could not be in the Texas heat the middle of Aug. So, we decided to replace the inside unit and the techs checked the outside unit and said it was okay. So on Monday they had replaced my unit. I told them that day it didn't seem like it was cool air. That night it never shut off. Tuesday i call they sent another tech. He raised the fan to a higher speed and added coolant. Why did he have to add coolant? No leaks! Got up to 87 in house even with ac running all day. Wednesday they sent another tech. Unit finally shut off at 6:30am and back in 20 min. ran all day, got up to 84 in the house When I called in this morning, the guy told me that the mgr would be calling me back real soon. No call! Thursday Spoke with a lady in customer relations around noon and she said she was wanting to schedule for them to come pickup the unit. Told her i didn't want it picked up i wanted it fixed. She's crazy! She said she would call me back later in the day, no call. I called for customer relations at 3:08 and was told she was on the phone and she would call me back when she got off that call. I had to call back 4:41 to find out what they were going to do. She assured me the manager was going to call me back in a few minutes. No response from mangers. It's now June 2024 and they still can't figure it out. So CR called and said a Mgr told her it's probably the unit outside. Yet all the techs say it's okay! Even their own techs say this is BS and they would raise h*** and not pay. Got to pay or credit will be ruined! Not asking for free JUST FIX IT!!!! Sales guy said what I needed so that's what I got!

  

  Business response

  06/27/2024

  *********************, I'm glad we were able to speak about the home visit for our service director and manager set up for July 12th, to go over your concerns. Please feel free to reach out to our customer relations team at ************, if you have any further concerns before your home visit. Thank you.

  Customer response

  06/27/2024

  I am rejecting this response because:   Your tech cames out yesterday (6/26/24) and went over the ac unit inside and out.  After they were done the older gentlemen told me that I WAS RIGHT that the unit is not cooling.  He said he had to go back to the office and do some figures on amperage and he would give me a call today. I got an email from BBB stating there was a response. After reading it, I was infuriated.  I have been dealing with this for almost a year. I have repeatedly told everyone something is wrong and finally yesterday one of your techs agreed.  But reading your response that says a meeting is set for July 12th to discuss the issue. That has not be discussed nor would I agree to me waiting another 2 weeks living with these hot conditions in my home! I can't do it! I have health issues and can't be in the heat for long periods.  Not to mention, I shouldn't have to wait! I am paying for this unit that doesn't work! YOU WOULD NOT BE HAPPY IF THIS WAS INSTALLED IN YOUR HOME! WOULD YOU LIKE TO GO HOME AND SIT IN A HOUSE THAT IS 84 DEGREES EVEN THOUGH YOUR BRAND NEW AC IS RUNNING? NOT TO MENTION PAYING FOR THE **** PLUS PAYING THE HIGH ELECTRIC BILLS CAUSE IT RUNS 24/7.  I DONT THINK SO! Something needs to be done today! I have been very patient and I have been very calm up to today. I'm done being nice! 

  

  Business response

  06/27/2024

  *********************, my apologies, the appointment and home visit  would be on July 2nd. I will make sure I get your response from yesterday's visit and make management aware, you are not happy and never discussed a home visit. Thank you.

  Customer response

  06/27/2024

  Once again,  your written response was quick.  To bad your service isn't! But please note,  I'm extremely, extremely upset that I have to wait another 5 days (in this heat) just to hear more excuses. Why? I can not believe this! The gentlemen yesterday said he would call today with a resolution.  Yall want your customers to be happy and satisfied... well this customer is not happy and is not satisfied!! Like I said,  I'm tired of being nice! Being nice, calm and trying to be patient does nothing but drag this out past my one year warranty and that way yall can throw that in my face.  

  Customer response

  06/28/2024

  Once again,  your written response was quick.  To bad your service isn't! But please note,  I'm extremely, extremely upset that I have to wait another 5 days (in this heat) just to hear more excuses. Why? I can not believe this! The gentlemen yesterday said he would call today with a resolution.  Yall want your customers to be happy and satisfied... well this customer is not happy and is not satisfied!! Like I said,  I'm tired of being nice! Being nice, calm and trying to be patient does nothing but drag this out past my one year warranty and that way yall can throw that in my face.  

  Customer response

  07/08/2024

  Today is Monday July 8th and once again,  A1 has lied to me.  As anyone can see the response I got started that an shot is scheduled for July 12th. I told them that was not acceptable because I didn't feel I should have to wait that much longer.  So they responded again telling me that the appt was on July 2nd. 

  Here we are and I haven't heard a word from them.  No phone call and no visit! So, I called at 10:30 this morning and asked for customer relations.  I was told that they were all on the phone and that one of them would call me as soon as they got off the phone.  It's 3:30 and nothing! I am so sick of dealing with these people.  I am going to give them the rest of this week to figure out what they are going to do or take other actions.  It's not right that I have to pay for a unit that doesn't work and have to pay for high electric bills for a unit that continues to run 24 hours a day.  

  

  Business response

  07/23/2024

  7/23/24 4:58pm

  Spoke to customer today.  Advised will be refunding customer in the full amount of $6212 for the Air Handler that was purchased.  Customer accepted refund and will be sending to accounting to get refund process started. 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  May 24 I had an apt for 12 noon to 4 pm. got a call at 4:42 P.M. he asked if I was at home? I said yes and he stated he was at my front door. I went to the door and no one was there, went out side and he was two houses east of me. I mentioned he was late He said (Is what it is). I asked if he was going to flush both drain lines and he said yes. He fiddled around the air compressor then went to the attic . Came back down and asked when I had the duct cleaned out. I tole the ducts were replaced thy were replaced two years ago. Then he told I needed to replace Insulation. I asked if he flushed the two drain lines . he said he did not bring his tools I paid him and he left, without doing the work. I **** think my time is free.

  

  Business response

  05/31/2024

  ******************, I'm glad we were able to speak and handle your concern. We have refunded and mailed you the $89 that you previously requested and it should arrive to you soon. If you have any more questions, please don't hesitate to reach out. Thank you.

  Customer response

  05/31/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A#1 air replaced all of our duct work 2 years ago, including insulation in our attic. We paid extra for the extra insulation. Cost us *******. Had an independent contractor come out due to humidity issues and found out they never insulated my attic which I payed for, no insulation present. They are taking advantage of senior citizens and I'm going to inform the news outlets of this obvious company scam and expose their unscrupulous practices.

  

  Business response

  05/27/2024

  Hello *****.  We had an opportunity to look into this.  I see we did a duct replacement in 2022 for $7,587.  Also, we also recommended adding insulation and there were a few different options given and prices.  The recommendation 

  sheet shows duct replacing prices and also shows insulation prices separate from each other.  

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called A#1 air on Tuesday, April 16, 2024 regarding my air conditioner fan not working. On Wednesday, April 17th, 2024 a technician from their company came out to diagnose the problem. His diagnoses was that there was a leak and he recommended adding refrigerant to our system (he said there was no refrigerant at all in the system) so that he could find the leak. He determined that there was a leak in the evaporator coil and that the whole component would need to be replaced. We were charged $1793.00 in total for the diagnostic and the refrigerant that he said needed to be added to find the leak. Later in that day, we had another company to come out and give us a second diagnostic test and they were not able to find any leak (they looked specifically where the technician had said that the system was leaking). In fact, they stated that the evaporator coil was clean and working well (which I have pictures of provided by the second technician). He then proceeded in his testing of the outdoor unit and after hooking up his equipment to test it, found that there was WAY TOO MUCH refrigerant in the system. He proceeded to remove the excess. He concluded that the reason that our AC fan was not functioning was not because of a leak, but because of a dirty air filter. Ever since adding a clean air filter and removing the EXCESS refrigerant, the system has been working great. I contacted A#1 Air about this issue (including photos) and requested a complete refund for what we were charged. Not only did the technician fail to diagnose the issue correctly, he potentially damaged our system by adding too much refrigerant. The response from management was that they could not give me a refund for services provided and offered to send another one of THEIR technicians out to my house to give me a second opinion. This response was very disappointing considering the 100% money back guarantee on their website. Also, I will add that I have never been moved to post on BBB before this.

  

  Business response

  05/13/2024

  Hello *****.  Our upper management team has had an opportunity to review your concern and they have approved the reimbursement amount of $1793.  Please allow until the end of the week for the reimbursement process to be started.  It will go back on the same card that was used on the purchase date of 4/17/24. 

  Customer response

  05/15/2024

  I have reviewed the business response and accept this resolution. 

*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. ↩