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:04/26/2025

  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 am submitting this formal complaint against Top Line Heating and Air (also known as ********************) for ongoing incompetence, negligence, and failure to resolve a critical HVAC issue that severely impacted my elderly, disabled mother and caused significant financial and emotional distress.On July 17, 2024, I contacted American Home Shield (AHS) about our failed AC unit. *** assigned Top Line, who added refrigerant and left. The unit failed again within days, requiring another recharge. On August 8, their technician claimed the air handler was faulty and required replacement. They told me to hire someone to cut open the ceiling and drywall for access, which cost $750 out of pocket. After that, the refrigerant leaked again. Top Line then said the compressor also needed replacement and demanded a $1,000 crane fee, even though our building has a functioning elevator. No other resident has ever needed a crane.The system failed repeatedlyNovember 13, December 14, December 25each time met with another recharge. I eventually hired an independent HVAC technician who identified a faulty TX valve in the new compressor, which Top Line finally replaced on January 3, 2025. Still, the system malfunctioned. On February 26, they found another faulty part, and by March 30, they told me they could do no more.Most **** companies declined to get involved due to the prior installation, but ******** agreed. They found the system completely empty of refrigerant and discovered leaking king valves. They conducted full pressure tests, welded connections, vacuumed to 250 and 550 microns, and recharged the system properly. They also identified a bypassed ambient temperature sensor. After replacing it and the air filter, the unit finally worked.These repairs cost me $1,950without needing ceiling access. Top Lines incompetence and failure to follow basic HVAC procedures left us in unsafe conditions for months and cost us thousands.

  Business Response

  Date: 04/28/2025

  
     On July 18th AHS contacted us to do a service call on this property.  Our tech found 2 leaking core valves. He replaced them with new ones and recharged the unit with refrigerant. The pressures were all right and unit was working fine when he left. On July 29th we got another recall. Our technician  found that the air handler was leaking. He recommended a new air handler. We processed the replacement. We have dealt with their very strict HOA rules, provided and COI, covered all the elevator's floors, walls. Unfortunately the new air handler was bigger and customer had to hire a contractor to open a bigger area for it to fit. After the replacement we have performed a vacuum evacuation up to 550 microns. Charged the unit with refrigerant. The unit was working fine when out techs left the home.  On Oct 10th we got another recall. We have gone out and have noticed that refrigerant levels are surprisingly low. Looked like somebody has touched the unit, let the refrigerant escape. We have notified *** and notified ************** She got very upset with us and said that nobody has been up there. But she had mentioned to our technician that another company came and said that the refrigerant levels are low.   Not to create any problems with ************* and AHS we have filled up the unit with refrigerant and left. The pressures readings were fine, unit was working fine.  We got another recall on Nov 21st. We have noticed that the compressor was burned out. We have replaced the whole condenser. But we had to hire a crane company because the condenser was too big to fit in the building elevator. Also ************* did not want to take any chances with HOA. She agreed to do so. After that we got another recall. Found out the compressor is burned again. We have changed that too. We got another recall on Dec 20. We have sent our senior tech to see what is going on. It is highly unusual to see the system not working when every component is new. Per ************* she hired a private company and they recommended a *** valve replacement. We did not agree with that diagnosis but not to create any problems both with customer and *** agreed to perform that just to keep them happy. We went out and performed the *** replacement. She put a recall on  Dec 30, Jan 6, Jan 25, Feb 27.  Every time we went out and filled the unit with freon. Each time the pressures readings were fine and unit was working fine when we left the home. Per our ***'s account manager we are not allowed to go back anymore. We have spent thousands of dollars on refrigerant cost alone.  She was instructed by *** to call them back and require a  CIL(cash in lieu).Because the unit is being tampered with someone/something. What Right Air did, we have done it 6 times. 

  Customer Answer

  Date: 05/09/2025

  Dear Better Business Bureau:
  
  I am writing in response to the claims made by Top Line Heating and Air regarding the ongoing HVAC issues we have faced since July 2024. Since day one, we have consistently experienced the same problem: loss of refrigerant. After the initial refill, the same issue reoccurred within 3 to 6 weeks, despite the parts they changed. Their first response was to replace the air handler; however, the refrigerant loss persisted. Mr. **** the manager, stated that we were having problems because the air handler was not communicating with the compressor. When I asked how it had been functioning for a few weeks before the issue arose, he responded that "it happens." This led to the recommendation for a new compressor, which Mr. ***** claimed would require a crane at a cost of $1,000. However, no other residents in our building have had to use a crane for their compressor replacements, and I have since learned that the crane cost from other vendors is typically around $450. Additionally, I was charged for electrical work that, according to Rite Air was not performed. They also charged me $600 for a permit that was pulled but never inspected by the city. I incurred $750 in costs to open the ceiling for the air handler, but Rite Air managed to open the vent and remove the air handler without needing to access the ceiling. I called ***************************** that is also approved by the *** and they recommended the Vacuumed test, and they charged me $950 and they stated the compressor has a TX part this is faulty and since it is under warranty have Topline fix it. Then again few weeks later we had refrigerant loss and this time ******* from Top line stated that there is another faulty part in the compressor and they have to change that part. After a few weeks we had loss of refrigerant again. This time topline sent another tech and he stated because when the changed the faulty part of the compressor, it was too cold to add the refrigerant and he went ahead and added it and we should be fine. Again a few weeks later the same problem, the system was not working and the cause, loss of refrigerant again. This time Topline told me that they cannot help me anymore and they cancelled my service call with AHS, not the other way around. It took me a while till I found Rite Air and They came in and re assembled the whole system and did the through vacuum test and the system is working now. This was their diagnosis:
  
  Upon inspection, Rite Air found the heat pump completely depleted of R410A refrigerant. They disconnected the suction and liquid lines from both the rooftop condenser and ceiling-mounted air handler, and conducted thorough pressure tests (at 400 psi) using dry nitrogen. These tests included: Pressure testing the air handler and line set with newly installed ******** valves Welding and pressure testing the line set Pressure testing the rooftop condenser No leaks were found in the copper line set or air handler. However, leaks were confirmed in the suction and liquid line king valves. Rite Air re-welded the line set to the air handler and performed a vacuum evacuation to 250 microns, followed by another evacuation to 550 microns after sealing the king valve caps. They recharged the system with 8 pounds of R410A refrigerant, per factory specifications. During testing, a fault code indicated a defective ambient temperature sensor in the condenser. Rite Air noted that the sensor had been previously removed and bypassed. They also replaced the air filter. After all repairs and testing, the system is now functioning properly in both heating and cooling modes. This process cost me $1950 and I did not have to have a company come in to open the ceiling like Top Line previously requested.
  
  Top Line never performed the Vacuum work that they stated, it is a full days work with minimum of two staff members. This never happened and they have falsely stated that they did that.
  
  It is my understanding that Top Line has severed its working relationship with Mr. *****, which I can only surmise is due to his incompetence.
  
  Since day one the issue was loss of refrigerant. Nothing else. Every 3 to 6 weeks we have had this issue since July 17th, 2024. At one time Mr. ****** stated that we have a thief going to the locked roof and stealing our refrigerant. Finally Rite Air came to our rescue. I look forward to your prompt attention to this situation and appreciate your efforts in resolving this issue.
  
  Sincerely,
  
  ****
  
   
  

  Business Response

  Date: 05/09/2025

   Hello

   

   Mr. Edict is still working with us. However we have sent 5 different technicians to your place every two weeks. Vacuum test does not require 2 people and 2 hours. Right Aid is selling their services to you by throwing us under the bus. I would recommend not abusing home warranty company policies by not hiring private companies. They interfere and intentionally tamper the systems to make money and creating issues for home owners and home warranty companies that work on a slim profit margins. Every time we have came out and performed a fix, it costs us hundreds of dollars that home owner does not get charged. The company takes a hit.  I would offer Mrs *** $450 for her troubles which I feel sorry for.

  Customer Answer

  Date: 05/18/2025

   
  Complaint: 23250798
  
  I am rejecting this response because:

   

  Dear Mr. *************** should feel sorry for me.
  
  You lied to me about Edict no longer working for your company and claimed you had parted ways. That was false. You charged me for an electric system that was never completed and took $600 for a permit, yet no city inspection was ever conducted.
  
  From day one, I contacted your company because our HVAC system was losing refrigerant. Instead of resolving the issue, you and your colleagues kept replacing parts, only for the same issue to return weeks later. Over and over again, we ended up right back where we startedwith a leaking system.
  
  You have taken advantage of me and my elderly mother. I am filing a formal complaint with the ***********************
  
  Your service has been dishonest and substandard, and now you have the audacity to accuse me of using you and AHS? I will be filing reports with every agency available so your business practices are investigated. No one elseespecially vulnerable customersshould be subjected to what we went through.
  
  
  Sincerely,
  
  **** Ara

• Initial Complaint

  Date:08/06/2024

  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.

  This contractor was sent to repair our air conditioning thru our home warranty AHS. Both the repair tech and owner are extremely hostile and only want to collect money out of pocket instead of collecting from the warranty company. The repair tech that was sent out was extremely hostile, destroyed our AC unit and made threats. He left our AC unit damaged and in pieces and because we refused to give them a 5 star review they are blackmailing us by closing our claim and told the warranty company the job was complete. We have been left without AC for two weeks in 105+ degree weather and they refuse to fix what they damaged. They need to be held accountable!This business is run solely off of trying to take advantage of people when they are down and blackmailing customers for not leaving 5 star reviews when their service was worth zero stars.

  Business Response

  Date: 08/08/2024

  On July 24th we went to his house.  My technician diagnosed the unit. He found that both service valved were leaking refrigerant and the unit is completely flat. The customer was requesting a new unit.  He said that his neighbor is a technician and he recommended for the unit to be replaced.  My tech explained him that AHS's policy is that if the unit is fixable we have to fix it.  He agreed with non covered costs and agreed to pay $1160 to fix the valves and charge the unit with refrigerant. 
  
  
       My tech went back on July 27th and stated changing the valves. He was working 2.5 hours under the sun. He did change the valves and he hooked up the vacuum to flush the lines before he can charge the unit with refrigerant.  He noticed that something was wrong and the pressures are not holding up.  He noticed that there was a drill bid hole on the condenser coil. He fixed it.  Then he noticed that the pressures are not holding up again.  He took the lid of the unit and noticed that there were 3 more holes like that on the coil.  He called the home owner(*****) and showed him those holes.  It was obvious that it was done either by him or his technician owner to condemn the unit for it to be replaced. 
  
  
       He started being very aggressive, charged towards my tech, using profanities. He said that my tech did it.  Why would my tech do it after him working for 2.5 hours under the sun.  He told my tech to get out of the house.  This was reported to AHS with pictures. He requested a second opinion and they said that the home owner did it. 
  
  
     By the way when I talked to him he said that he has a camera and it shows that  my tech did it.  I agreed if he sends me that I will get him a new unit.  I am still waiting. 
  
  
    Thanks
  ***

  Customer Answer

  Date: 08/11/2024

   
  Complaint: 22095658
  
  I am rejecting this response because:

   

  
  The videos were provided to AHS on 8/9/24. And whats interesting is your company called us on 7/29/24 to tell us that the unit would be replaced. And when we reached out for an ETA on 7/30/24 the story changed that because we wouldnt leave you a 5 star review our claim was closed. Youre nothing but a shady liar with combative workers. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/15/2024

  Hello *******

   

      We work for AHS and do what they tell us. Indeed you sent the video to AHS. According to AHS it is inconclusive.   My account manager at AHS sent another company at your place to access the situation.  They do also stated that you intentionally sabotaged the unit to get a new one.  However we still can help you to resolve this issue. You have our information.

   

  Thanks

  ******