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Business Profile

Heating and Air Conditioning

Royal Aire, Inc
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

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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  • Initial Complaint

    Date:09/06/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Since I first made contact with Royal Aire 5/21/2023 this has been pretty disappointing. The first technician didnt know anything about my unit and was supposed to perform a tune-up and totally messed up the whole thing up and destroyed my media filters that were in it, so for the entire month of June and into July around the 13th they fixed that problem, then there was a crease put in my door of my unit and it was not cooling properly. then the drain plug was left out for 2 weeks and water ran off the top of the roof. my bill was ****** when it is normally ***** Royal Aire, an **** company, was hired to perform a routine tune-up on a Mastercool unit. Unfortunately, they did not install the media filters correctly, causing significant issues during the hottest part of June. This situation was particularly concerning as the homeowner's mother was suffering from a life-threatening colon infection and had to endure 108-degree weather. The nurses from ***** Hospital were worried that the extreme heat could exacerbate her condition, adding to the urgency of resolving the **** problem.Over a span of four months, Royal Aire struggled to rectify the filter installation issue. During their attempts, they managed to dent and crease the unit, compromising its integrity. This ordeal turned into a nightmare for the homeowner during the peak of summer. It took three months for Royal Aire to finally resolve the problem, but by then, the cooler bore noticeable cosmetic damage.Considering the cooler's initial cost of $6,000 plus a $2,000 installation fee, the homeowner is now seeking a replacement due to the unit's diminished condition. Furthermore, they are requesting $10,000 in compensation for the inconvenience and the uncomfortable and potentially dangerous situation they and their mother were subjected to during this ordeal.

    Business Response

    Date: 09/06/2023

    Our general manager spoke with this customer yesterday and an appointment was made for him to come out to the home on Friday Sept 15.

Royal Aire, Inc is BBB Accredited.

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