Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:23/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 2023 Aire One installed a new furnace and heat pump. On the first cold day in December 2023, a notification on my phone indicated that the furnace was not working. The temperature in the house was 16C. When the Aire One technician came to the house, he indicated a wire in the furnace was never connected since March and we only noticed now because it was cold outside. Strike one.On January 14, 2024, another very cold day, the furnace kept stopping and the thermostat would reboot. When the technician came, he said we were using the wrong filter. We were shocked, as NO ONE TOLD US WHAT FILTER TO USE. And that by using the wrong filter, it can cause your furnace to stop working. When reviewing the manual for the Carrier furnace, it indicates that the technician should recommend which filter to use. No one from Aire One told us about this. I have been calling several times since December to provide my feedback and no one calls me back. Our household lost a total of 3 days of work pay because of these issues caused by Aire One. We want compensation. My bill for the furnace is due at the end of February. I would like a billing adjustment for my troubles.

  

  Business Response

  Date: 25/01/2024

  It seems to be a communication issues. We have sent several messages to the customer to set up an appointment and hoping to resolve the issue as soon as possible. 

  Customer Answer

  Date: 25/01/2024

   
  Complaint: 21185820
  
  I am rejecting this response because: I have been requesting the manager of *************** (****) to call me since December 2023 when the first issue occurred (wire not hooked up during initial installation in March 2023). Upon the second issue in January 2024 (filter not correct because no one told me which filter to use upon installation in March 2023), I have called at least three times. NO ONE CALLED ME BACK. The day I filed the BBB complaint was the only time anyone ever called me back and it was not the manager. I just called back today (Jan 25) and no one answered so I left a message.

  What I need is a direct line or email to the manager or someone who can hear my feedback and do something about it. Calling me ONE TIME is not enough, especially since I work more than full time hours. I cannot always answer the phone or call back during business hours. I work so if you leave a more meaningful message with contact information or a time we can connect, that would be an actual solution.

  Sincerely,
  
  *****************************

  Customer Answer

  Date: 07/02/2024

  I have yet to have concrete action from Aire One Heating and Cooling. I have tried several times to book an appt. I finally booked one to occur on Feb 9 at 2pm for a phone call with the manager. Today is February 7 and I received a call at 1:30pm today saying they were coming to my house now. I asked why...he didn't know. I never approved today's visit to my home and this error by Aire One Heating is typical of their incompetence. I asked if they wanted to talk now, and he said no. I have my doubts that they will actually call on February 9 at 2pm like they agreed to do. I need to discuss the errors they made installing my $13,000 furnace and heat pump in March 2023.

  They are not taking my complaint seriously.

  *******

  Customer Answer

  Date: 09/02/2024

  I was finally able to speak to "****", the manager at *************** today. Despite asking him and his colleagues for his full name and further contact information beyond the ***** number, I was never provided with it. Once speaking with him today, I realized that this is all part of the unprofessional behaviour by the company. **** did not review my file in detail prior to the call. This required me to recount the January situation again, to which **** immediately interrupted me to tell me that my experience was not the same as what was written in the notes (i.e., my "story" was wrong). **** was not there. And I am the customer. He was not interested in hearing me or taking accountability for what occurred. Evidence for this is that he gave me a long ****** about furnace filters which I repeatedly asked why I hadn't been told that in the first place. To which he replied: It is the homeowner's responsibility.

  The lack of accountability and professionalism with this company is appalling. For this company to have an A+ rating from the BBB is wrong. **** and his colleagues installed my $15,000 furnace incorrectly and did not inform me, the customer, about the impact of using an inappropriate filter. All of this led to lost wages for myself and my husband.

  I do not feel as though this complaint was taken seriously and fear they will continue to deliver poor services and treat their customers poorly.

  

  Business Response

  Date: 28/02/2024

  The main complaint was that Aire One did not tell her she had to use a specific filter regarding the service in January. And it's a bad service from Aire One that we did not notify her that only specific filter sold by Aire One works with her system. When we tried to explain to her, she said not to interrupt as she was not finished. So we waited until she finished her complaint. After she completed, when we tried to explain her regarding the filter, she kept interrupting and we had to request and remind her multiple times not to interrupt. Finally, we were able to ask for the details of the filter she had used. She explained that she had replaced the filter that same morning with a brand new 3M filter and as soon as she replaced the filter she had no heat and there was the rebooting of the Tstat issue. Explained to her that if a brand new filter that she had just put in had bowed and caused the furnace to shut down as soon as it is used for the first time, it's the issue with the filter. We tried to ask her where she bought the filter, but she didn't let us know. She accused us that we are telling her that she is lying but the statements she gave and confirmed were contradicting the facts.
  
  We also explained her that she can use any filter as long as size fits and it is owner's responsibility of maintaining the clean filter. We had to send out a tech on a weekend for what would normally be a chargeable service (but the customer was not charged). Tech replaced the (dirty and bowed) filter with a new one that he carried with him to get the system up and running, no issues were noted with the system or the installation. 
  
  Customer then went back to the earlier service on November,claiming that tech said that the system was not installed properly. Advised her that our notes says otherwise and that it was a wire that came loose that caused the issue back in November. All issues were promptly fixed by Aire One technicians but the homeowner insists on being not satisfied.
  
  There is no refund or compensation justifiable, as with any other purchase or service, the homeowner is responsible for taking out time for a scheduled service appointment and also for the future maintenance (repair/ service/ tuneup / upkeep ) of the installed system.

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21185820
  
  I am rejecting this response because I sent letters to the main **************** and would like to hear from them. I no longer want to hear from Aire One in ******.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:13/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Aire One on 6th July as the thermostat indicated a motor blower problem and there was no air flow. They sent a man on 7 th July. There was never any assessment fee mentioned. The man said I should go for a heat pump right away. He also put his hand on the air conditioner outside and said it was not working. PL see the email trail for all details clearly mentioned. I asked how everything failed in addition to motor blower. Then he opened the air conditioner and said it was working fine. He said the unit was good and the problem was the motor blower. He turned off the thermostat and had to come back in the after noon to fix that with a fuse. Pl see emails for all details. Pl note that the *************** never gave me any written details or estimate for repair. The person **** from the office called me on 7 th July for a "diagnostic" fee of ******. I told him there was no fee ever mentioned and I told him I never expected that. Then thought they will send me an estimate and I can talk to them at the time of repair etc. **** said he did not know how much it would cost as it was Friday and he had to contact the company etc. I agreed to pay $160 and waited for the report, thought I could reason with them when the estimate came. No phone call or estimate or even receipt came. I phoned on 14 th and asking about that but got a very evasive reply that I declined repairs etc. I had a system that did not work and they showed no interest in repairing the unit, never gave estimate, no written details etc. I got another company who did professional work and told me the only problem was the motor blower. There was never any problem with the air conditioner. Please see that the receipt and details came on 14th July after I phoned. I sent emails but got no replay for my last two. The so called fee of $160 in most underserved as no estimate or details were sent and there was nothing wrong with the air conditioner at all. No need for a heat pump Please see emails

  

  Business Response

  Date: 30/11/2023

  Dear BBB Team, 
  
  The details of this has been communicated to the homeowner.

  To reiterate, homeowner called our office on 2023/07/06, the technician visited the home on 2023/07/07 and after the requested visit, the homeowner claimed that everything was working fine and no work was needed. He refused to pay for the service and only paid after the discount was given to him.

  Just to state the obvious, homeowner requested service, paid only after the discount and after using the equipment for the season, now he is requesting a refund. (The service was purely as per homeowner's request. It was not initiated, or called in by Aire One).

  Thank you, 

  Customer Answer

  Date: 30/11/2023

   
  Complaint: 20520734
  
  I am rejecting this response because:

  I did not say everything was fine at all. All I said was the air-conditioning was fine and the blower motor needed repair. The business insisted air condition was not working also. 

  They wanted to keep insisting air condition was not working. The service man who came said at first a/c was not working but after checking he said it was fine and that only motor blower was the problem. 

  Regarding "discount", I was never ever told there was a fee before service and was told after the service man left when **** kept insisting that everything was not working. I kept saying only motor blower was the problem. But he said I had to pay for the assessment so I insisted on a discount as I was not told about this fee before service at all. I never expected this. I paid this in good faith thinking they will repair the blower motor but nothing happened  and I had to ask a different company who did the work

  This fee is most undeserved. They sent this receipt after a week when I insisted I get the receipt and details

   

  
  
  Sincerely,
  
  ********************************* ***********************

  

  Business Response

  Date: 01/12/2023

  Dear BBB team, 

  The details for this case are in the communications shared already by us and the customer. There's a no case here warranting back and forth communication as the case is clear. Please let us know if you are looking for any specific response from us otherwise, please dismiss the case based on the facts which are clear and summarized below:

  The customer booked a diagnostic service, a technician was sent to the customer home, diagnostic findings were communicated and the customer was charged for the diagnostic fees ONLY at discounted rate. It is that simple and clear. 
  These are the relevant facts and have not been denied by the customer. 
  
  Any additional details submitted by the customer are to confuse us and try to make a case out of nothing. 

  We would appreciate if you would dismiss such clear and shut complaints and close them in our favor. 

  Thank you,

• Initial Complaint

  Date:21/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Summary: Dispute includes evidence of price gouging, hidden fees including non-closure of such fees prior to service being performed.
  
  See attached documents.
  Attachment A - Email correspondence shared between myself and Aire One - London location.
  Attachment B - Original Invoice
  
  To whom it may concern,
  
  I tried reconciling my issue with the service provider for a fair amount of $150. This amount is based upon the non-disclosure of hidden fees (truck surcharge), price gouging (diagnostic / service fee) $80 dollars above company's website. The service provider has already admitted to hidden fee (truck surcharge).

  

  Business Response

  Date: 08/03/2023

  Homeowner assumes that there is absolutely no diagnostic fees to be paid for the visit and he has agreed to only pay for the part replacement. The issue has been resolved with the customer. 

   

   

  Customer Answer

  Date: 13/03/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the written response only makes sense to the business owner only (their language).  The business owner did provide compensation in a format of a refund due to my complaint.
  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:22/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rental hot water tank - have had this rental for 10 years and last Monday it quit. They told me the soonest they could come was Friday and then on Friday when someone came he left without fixing the unit and I had to call in myself for an explanation. Have not had hot water in a week and have no clue when I will get it back. They are supposed to fix these issues in a timely manner and that is not the case here.

  

  Business Response

  Date: 19/10/2022

  We stated the first day that the issue was resolved. Furthermore the statements in the description do not match our records, i.e the water heater needed part that was ordered and replaced, home owner was aware. Further home owner was not available in two appointments and was rescheduled (home owner was no show in one appointment without any notice, as courtesy the $99 no show fee was not changed to homeowner)