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Business Profile

Heating and Air Conditioning

Rocket City Air

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heating and Air Conditioning.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:01/16/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 met with ***************************, owner of Rocket City Air, to discuss work we needed done. He agreed to work with a third party consultant we hired that would oversee the work. To make certain all work completed to specifications. ***** agreed to installing one ***, one dehumidifier, two media filters, ductwork to accommodate these items and thermostat. He quoted $16,000.00. We agreed and *****'s team arrived June 26th to begin installation.The *** was not performing as we had hoped, so ***** recommended removing the *** and install a second dehumidifier at his expense. The two dehumidifiers he installed on a circuit that could not handle the amp and was tripping the circuit due to an overload. When we discussed the electrical issues we were experiencing, he returned and noticed it needed to be re-wired and promised he would have an electrician come out to correct the issue. Shortly after leaving and assuring me he would fix the electrical problem, I received a text message from ***** that he decided not to move forward paying for any electrical repairs as he previously promised. Therefore, we had to hire our own electrician to correct the problem at a cost of $920.83. In our conversations concerning the electrical issues, ***** promised to reimburse us if we had to hire our own electrician. I personally reached out to ***** via text message, email and voicemail. He has never responded. I am requesting the Better Business Bureau assist with a resolution. I am requesting ***** reimburse us $920.83 as promised to correct the electrical errors on his part.

    Business Response

    Date: 02/12/2024

    Hi, thank you for reaching out.
    As stated above you had complaints on a 3rd party design and we were so kind to come out of pocket for the cost of an additional dehumidifier $2000 plus a free day of labor and duct modifications. We also gave a free day of labor to remove the ERV another expense that we covered. We also had to install a new thermostat at your request. The one we put in didn’t respond how you thought it should. The two thermostats and humidity controls cost $1000. In total we gave you back close to $4500 as I kind gesture in free parts and labor. We lost money trying to help you out. You called and blamed us for a bad electrical circuit on the opposite end of the house that the electrician said wasn’t our fault. We do not install electrical and your previous electrician wouldn’t respond to you. After we reviewed our contract we did not promise any electrical work and we did not charge you for all the work we did with the second dehumidifier. You wanted a 40% humidity home and we got as close as possible because of your mold allergy. Mrs. ****** we lost $4500 on this job you had designed by a 3rd party and we gave you all we can. We are not electricians and in the hottest part of the day your breaker was tripping. I tried to reach out to your electrician to get you help on the electrical but he would not respond. We are not paying for any electrical work as I told you via text. 

    Business Response

    Date: 02/19/2024

    Please add the reply to the complaint for public view. 

    Customer Answer

    Date: 02/23/2024

    Thank you for responding! I would like to address some of these issues. Upon hiring you, we made it known that there was a third party design and we asked you in advance if you would be willing to work with him. You agreed! You even collaborated with and came up with an agreed upon design. Yes, we ran into some obstacles in which you recommended removing the *** and replacing it with an additional dehumidifier. We followed your recommendation. As far as the thermostat, when you removed the *** you replaced it with a cheaper model at your discretion. My purpose is to recover the expense for the electrician that we hired to correct the overloaded circuit after you installed the dehumidifier. A repair that you knew need to be done by an electrician. I am attaching a copy of a text message where in your own words you promised to cover the expense. All we are asking is that you keep your word and make it right.

    Customer Answer

    Date: 02/23/2024

    Thank you for responding! I would like to address some of these issues. Upon hiring you, we made it known that there was a third party design and we asked you in advance if you would be willing to work with him. You agreed! You even collaborated with and came up with an agreed upon design. Yes, we ran into some obstacles in which you recommended removing the *** and replacing it with an additional dehumidifier. We followed your recommendation. As far as the thermostat, when you removed the *** you replaced it with a cheaper model at your discretion. My purpose is to recover the expense for the electrician that we hired to correct the overloaded circuit after you installed the dehumidifier. A repair that you knew need to be done by an electrician. I am attaching a copy of a text message where in your own words you promised to cover the expense. All we are asking is that you keep your word and make it right.

    Business Response

    Date: 02/26/2024

    We advised the customer via text we were not paying for any additional repairs or services for her since our contract was beyond fulfilled, and we stand behind this decision fully. 

    Business Response

    Date: 02/26/2024

    We advised the customer via text we were not paying for any additional repairs or services for her since our contract was beyond fulfilled, and we stand behind this decision fully. 

    Business Response

    Date: 03/01/2024

    We sent you a message August 24 2023 that stated we have more than fulfilled our contractual obligation. We supplied more than $4500 in free labor, material, and solutions from a small business. We arent going to accommodate another $1000 thats an unreasonable request. We simply plugged in an additional dehumidifier to a plug already existing in your attic, and added additional ducting. Were sorry for your issues, but our contract is beyond completed and we wish you luck on future endeavors with contractors. Thank you for your understanding. 

    Customer Answer

    Date: 03/04/2024

     
    Complaint: 21144575

    I am rejecting this response because:

    It looks as though Rocket City Air is not willing to back up their promise to pay for the electrician. I thought the BBB would be able to assist with that. What else can I do to make them accountable? I sent you a text message where the owner said he would pay. 

    Sincerely,

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

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