Complaints

This profile includes complaints for Mason Heating & Air's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Mason Heating & Air has 3 locations, listed below.

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  Mason Heating & Air

  308 W Mulberry Ave Searcy, AR 72143-6742

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  Mason Heating & Air

  1560 West Beebe Capps STE C-177 Searcy, AR 72143

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  Mason Heating & Air

  1315 W Beebe Capps Expy Searcy, AR 72143-5175

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:09/04/2024

  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.

  I paid the company to send someone out to inspect my hvac system in the attic, after paying the guy to come out to inspect he says that he fixed a leak in the drain line, however he said on a phone call that was recorded that he did not inspect under the system where it was leaking, since he did not inspect my system like I paid him to do my system continued leaking, as it continued leaking it caused my ceiling to fall through. I have evidence on a recorded phone call from his phone number that he did not inspect under the system. The company refuses to answer my phone calls and says they’re not reliable for the damages, and or avoiding my phone calls, and avoiding to have owner, give me a call. I had to pay $650 to have ceiling repaired

  Business Response

  Date: 09/09/2024

  Upon arrival at the initial service call on 8-15-24, the customer informed the technician that the leak had been going on for several days prior to calling for service.  The technician noted ceiling damage when he arrived and water coming through the light fixture. The customer was continuing to run the system and had bowls to catch the water.  Upon inspection, the technician found a leak in the pvc drain pipe in the attic. He replaced the pipe to repair the leak.  The customer called our office again on 8-18-24 and said his unit was still leaking and his ceiling had fallen through.  We sent the technician out again.  When he arrived, he noticed water coming through the ceiling underneath the drain pain which sits underneath the furnace.  He determined the drain pan must be cracked.  The entire system would have to be pulled out to visually see a crack in the drain pan.  The technician quoted repairs to pull the furnace, replace the drain pan and reinstall the furnace but the customer said he did not have the money to repair it.  ****** the owner, did try to call *** **** at least two different times after he called the second time saying his ceiling had fallen through and *** **** did not answer the calls.

  We are at no fault in regards to *** ****** ceiling damage since he waited several days to call for repair and continued running his system with water leaking through the ceiling. The ceiling was damaged when we arrived for the initial service call.  *** **** was not charged for the initial service call or the repair to the pvc pipe ($265.68 total) so he has been out no money to our company.