Complaints

This profile includes complaints for American AC Heat Plumbing's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American AC Heat Plumbing

  3437 Jack Northrop Ave Hawthorne, CA 90250-4428

  
• 

  American AC Heat Plumbing

  19849 Nordhoff St # 312 Northridge, CA 91324-3331

  

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:10/28/2024

  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 is regarding American AC heat plumbing, based in *********, **. They came out to service our heater unit as was due under our annual maintenance which we pay over ***** monthly. The technician inspected the home heater unit which they installed 9 years ago and informed me that we have potential carbon monoxide leaks and that our warranty has expired. This is outrageous that a 9 year young unit under their maintenance program has failed and that WE **** THEY are responsible to pay thousands of dollars to replace it (which we cannot afford) for we may die as a result as carbon monoxide is the silent killer!!

  

  Business Response

  Date: 12/20/2024

  we will be contacting this client to try and resolve the issue.
  

• Initial Complaint

  Date:09/17/2024

  Type:Product 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.

  American ************ overcharges for their services and fails to provide invoices and respond to customer complaints. I am a service club member, which entitles me to 2 tune-up safety inspections on my heating and AC unit. During the July 11, 2024 inspection, I was charged $953 to replace a condensate pump and add a furnace surge protector. These 2 parts cost less than $130 at home improvement stores. I had to call the company at least 4 times since July 11th to receive the invoice and estimate. The company has a money back guarantee for one year if customers are not satisfied with their service. There was also $282 deducted from my checking account on 7/12/24. I called about this deduction. I was not given a good answer to this question. I wrote a letter to the company on 8/28/24 to address my concerns and request a refund. I never heard from the company. I called today to cancel my membership. They claim they did not receive the letter. I am requesting a refund of $282 plus one year of membership fees ($240), which totals $522. I am also requesting a cancellation of my membership and contact from the business regarding my complaint.

  

  Business Response

  Date: 12/20/2024

  we will be contacting this client to try and resolve the issue.

  Customer Answer

  Date: 12/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The business, American AC, called me today and agreed to refund me the remaining balance due to me of $282.00.  The business has already refunded my monthly membership fees according to their satisfaction guarantee....
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:06/20/2024

  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.

  Used them for maintenance and upgrades for a number of years but fired them about 3 years ago (for a variety of reasons) and found out shortly after that they had disconnected a critical piece of equipment (found out after hiring another company to fix my system). After being let go, they have continued to send me "reminders" about service. I have asked on at least 3 occasions (via telephone) that they stop contacting me in any way. And today (6/18/24) I have yet another "service reminder" from them. I want them to stop contacting me in any way shape or form and am hoping you can help.

  

  Business Response

  Date: 06/20/2024

  We have flagged all of our mailing houses and have turned off reminders in our system for her.

  Customer Answer

  Date: 06/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, provided they actually follow through on their end of the agreement.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:01/04/2024

  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.

  About two months ago i had them come do a service and even got the service plan . Where they will come do a diagnostic on it i was told there's a problem said it will take a while to order the part and that's okay . What is not okay is being told you would get a call back when the part is in and then when it's been a while you calling them to see if the part is in especially since my heating and a.c have been working fine for years but all of a sudden when the service guy comes says there's a problem and I need this part my heater doesn't work after that ....strange coincidence that it stopped working after him..and not only that when I finally decided to call and see if the part is in..cause it's getting cold and my heater was either turned off by the guy or something...but they tell me when I call them ..that it's been so long even though I have the service plan with them they told me I would need a re diagnostic and pay 150 dollars and that they had received the oart but returned it cause they never got a hold of us ...mind you I've been waiting and never receive a phone call from them....

  

  Business Response

  Date: 01/05/2024

  We attempted to contact the client multiple times in October when we had the part ready to install & got no response. He contacted us 12/26/23 and we reordered the part. We tried to contact him today to install the part again.

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21056535
  
  I am rejecting this response because: I didn't receive a phone call and I want my money back for the diagnosis they ran back in October because they shut off my heater with out my consent and didn't tell me as well . I work in hvac for a warehouse distributor so I asked a trust worth technician/ customer to check it out and see what was wrong with my unit since they wanted to recharge me again for a diagnostic fee and claiming it was cause it's been to long and might be another issue when they are the ones who created the issue.. the hvac technician who  came to my house was able to confirm they turned off my heater with out telling me to create a problem and the part they so claimed is rare and will take a long time to get.... is in multiple warehouses, and I was able to get that issue fixed in that same day within less then an hour because they had that part on them.  I feel scammed and like they are huge untrustworthy company there was no need to have to go through any of this. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/18/2024

  I apologize for the following: the client we have on file at this address is ******************* at ************. This is who we have been attempting to contact both back in October and again since we got this complaint. We are now trying to contact the person who made the complaint although this is not who we have in our records as residing at this location.

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21056535
  
  I am rejecting this response because: that is correct but I am also associated with ******************* I am the home owner of the *********************************************** And the father  of ******************* and person who purchased the service . 

  You guys are avoiding the issue I want everything written in word and replied back to a text you guys sent to the ************ because I want everything documented after the untrustworthy actions you guys have shown me . Again I will reinstated I want a refund and provided the information to them through text what I stated on here. If this can not be fixed I will go to small claims court. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/13/2024

  We will reach out to the client next week. We are not sure what wants to be refunded. 

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21056535
  
  I am rejecting this response because:
  It took way to many months for a respond almost as if they wanted to make sure its been more than 3 months pasted so I can't file a claim with my bank . I want the service and any parts or service I have purchased with them to be refunded due to lack of response and responsibilities as well as lying to me and creating a non existing issue .
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/14/2024

  1. We were never dealing with this person for this address. We were dealing with *******************.
  2. Money paid that he is referencing was paid in 5/23/2023 for a tune up & club membership. THe repair was generated 10/7/2023. There is no refund for the work that was not completed.
  3. We left multiple messages in October 2023 to schedule the work. Once Mr ****** contacted us at the end of December, we reordered the part & left messages again that the part was ready for installation. multiple times in January.
  
  He wants a refund but he did not pay anything on the repair.
  

  
  

• Initial Complaint

  Date:10/05/2023

  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 May early a technician came for quarterly maintenance and flipped a switch they should not have resulting in the burner being constantly for 4 weeks. The company refuses to answer our questions on impact of the burners being on 24/7 for more than 28 days. We were out of the country at the time which is why it continued till we were back, the next technician said it was a rookie mistake and it took him two minutes to fix. This issue resulted in a 1300$ gas bill for the period which should have been around 100$. The company refuses to talk to us about it. This was a very expensive replacement last fall and has been a headache ever since.In addition, this week a tech came out for our next quarterly check up. They check the status of the hot water heater for free as part of their service. He kept telling my husband your unit is old and needs to be replaced. While that is true it is working fine. Well after he left it is not working. He put the pilot light out and we can get it to start again. There are cut wires hanging out that were not there before. And cap over the valve is now cracked and will not go back on. All they say they will do is come look at it. These guys are a complete scam!

  

  Business Response

  Date: 10/14/2023

  We are in the process of rectifying this client's concerns. We have already given them an extended warranty and maintenance agreement.

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20644817
  
  I am rejecting this response because: The gentleman who came on Tuesday October 10th also said they would replace the heat exchanger and now American are acting like it was not agreed.  ****** said he could not put anything in writing when he came to the house, that we would receive follow up the next day which didnt happen.  ****** called on Friday  last week to follow-up and stated we should have already been called which we hadnt.  She promised someone would call us the next day that has also not happened.  ****** agreed they were in the wrong and have provided a very poor service and experience thus far.  Given the excessive prices charged as they guarantee superior quality and services they need to rectify and stay behind their commitments.  The city inspector comes today, we will see if the unit even passes inspection as it has not to date!
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 10/18/2023

  We have come to an agreement to extend the warranty on the furnace in lieu of changing the heat exchanger. ********* is happy now.

• Initial Complaint

  Date:09/22/2023

  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.

  We called American air conditioner and heating to fix our heater. They told ** now the new units have air conditioner and heating. Initially they said it was ***** dollars then looking at the loan it would cost us ***** dollars we said no. Then they took our air conditioner condenser and threw it away and our air conditioner was working fine. With the elevated heat its impossible to sleep and I live and take care of my 83 and 86 yr old parents . Its not fair

  

  Business Response

  Date: 10/14/2023

  This person is the daughter of a client that we contracted a system replacement with. After the job started, she called & had the job cancelled. We had removed equipment as part of the installation process before she called to cancel the job. We have already spoken to her about this.

• Initial Complaint

  Date:08/04/2023

  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.

  last year in ********************* September I believe I had them instal ac art my grandmas for 33 thousand jus like the last complaint said it wasnt working right for the longest the heat has never worked and also I have recorded audio of voice recordings coming from out of my air conditioner multiple. and also they had a unmarked white van come when they installed it and said that they have two have these 2 guys do something they dont know how to do well come to find out I believe the house is bugged with cameras and surveillance illegally and every worker that came in here said this was there last job an they were moving and they all looked like felons to be honest. idk exactly whats going on but im not happy and im bout to take this to court very soon. the ac was installed poorly very poorly theres been leaks and they didnt even do it right the first time and my grandmas passed away after they installed it. skin problems and weird smells. I believe they work with the police on the surveillance part this is not the first time of these incidents n the police wont help me or look at evidence hint to why I **** there involved and they stole my ring cameras access. corruption at its finest. this company is apart of the harassing going on with gangstalking and delusions cant be heard on camera so believe what u want people.

  

  Business Response

  Date: 08/08/2023

  Dear BBB,

  
  You really need to read this complaint. It is our impression after reading this that he is obviously delusional in his complaints. We do not know how to respond to most of his complaints. Note the following:
  

  1. We have never had any contact with this person.

  2. This person is not the person that we did business with at this address. He is not part of the contract and was not on the financing that the client chose to use.

  3. We have not been to that address since 7/7/2022 and have not had any contact with anyone from that address.

  
  Please advise us on how to handle this complaint.

  
  Thank you, ***********************, Office Manager ************ *****************************************
  

• Initial Complaint

  Date:07/05/2023

  Type:Order 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.

  12/2019 I purchased a HV** system from this company. There was an urgency to get the system as the technician sent had already destroyed my compressor while examining it. Since there was a service membership involved in the price I got the company to check out the system. Pretty soon into the second year the technicians were telling me my system was aging fast and would need some improvements each time they came: ** surge protector for $450, attic insulation in which case I would need financing and the latest a compressor saver for the ** costing $500. I was able to fend off the first two but the last one the tech put it in before I consented and showed me some "impressive numbers" that only mean something to him. Actually they sell things by using those meters to tell me what is "wrong". Eventually they said I could not get better returns due to location of the system. My gut feeling each time was the techs got bonus if they managed to sell something so they pushed it hard. I am concerned I might be spending on things that are nice to have but not really essential. I wanted to cancel my membership but they said it would void my warranty. I am really tired of this company's sales pitch and I rather not do any more business with this company. My complaints from 2019-2023 are documented on their Yelp review.

  

  Business Response

  Date: 07/05/2023

  We will immediately cancel her membership and refund the 6/30/2023 charge. We will add her to the do not mail list.

  Customer Answer

  Date: 07/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:06/02/2023

  Type:Sales and Advertising 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.

  My forced air heating unit wasnt working properly and the weather was cold. I called a few companies, but none of them were available until Monday, I was calling on Saturday, 03/04/2023. I did finally reach a company who was able to come out on Saturday, that company was American Air *********************** The technician came out went upon the roof to check things out. When he came down he showed me pictures of what he found. Based on what I was shown it looked like my heater couldnt be repaired. I asked about options, but he said he needed to have someone else talk to me. The person who came was ***** *****, the son of the owner of the company. He was pleasant and knowledgeable. It was determined that I did need a new heater. I asked about my options and was then presented with 3 heating options, all of them electric. When I asked about a gas option, because my unit was gas, I was told that they couldnt install gas units because they were illegal now. So, based what he told me I went with an electric heat pump unit. A contract was signed and they started work immediately. My complaint is not about the work, but what I had been told. I found out about a month later that it was illegal to install gas heaters in buildings built in *********************************************************************** 2030. Needless to say I was livid I had been lied to. The heater I purchased was $24,000, but all options I had been shown had been in the same price range. I called the company and complained and was told by their call center people that gas heaters were a troublesome and they were just trying to get in front of the problem. The person also said that gas heaters were more expensive, and that I should trust her on that. I was short on trust since I had been lied to. Oh and by the way my house is 98 years old so it would have been legal to install another gas heater. Ive been waiting weeks for someone to call me back to resolve this issue, and Im still waiting.

  

  Business Response

  Date: 10/14/2023

  This client has been serviced and taken care of since this was initiated.

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20052118
  
  I am rejecting this response because: The initial complaint hasnt been addressed. What was addressed was a secondary issue that happened after it rained. The positioning of the heater left an opening that allowed water to seep in and it resulted in a leak. That leak was supposedly fixed and the ceiling repaired. However, it has since rained again which resulted in a bigger leak with more damage. I am still waiting for that issue to be resolved. The company has never addressed the original complaint about the fact that I was lied to about the unit that I purchased. I wanted a gas heater, but they told me only electric options were available, which turned out to be a lie. There was also the issue about the predatory lender they hooked me up with. I have since paid them off by obtaining money from another source. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 08/13/2024

  We are sorry that you felt that we lied to you about the phase out. California is on the forefront of converting away from gas and we encourage everyone to convert. We were correct in that gas furnaces are more  problematic and conversion is encouraged for that reason as well. Due to the nature of heat pump systems, they are less expensive that gas/electric systems. We allow clients to choose but we do encourage the lower energy usage of the heat pump systems which the vast majority of our clients appreciate.

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 20052118
  
  I am rejecting this response because:I was specifically told by the company that I couldnt purchase another gas heater because they were now illegal. However that wasnt true. I found out that gas heaters could no longer be used in new houses being built. My house is 99 years old, (built in 1925), so I was deliberately lied to just to make a sale. Not only that, the price of the unit I purchased was very expensive, (close to $25,000). A gas unit would have been cheaper. Thats why Im upset. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 12/20/2024

  we will be contacting this client to try and resolve the issue.

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 20052118
  
  I am rejecting this response because: The last response you received from the company was that they were going to contact me directly to address my issue with them. To date,12/20/2024, they havent reached out to me regarding my original complaint. Theyre just hoping that I will get frustrated and give up. Thats not going to happen,  I need them to address the lie that I was told that caused me to buy their ridiculously priced heater. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 12/31/2024

  We are reaching out to the client to try and satisfy her complaint.

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 20052118
  
  I am rejecting this response because:Although the business in question did reach out to me recently, no remedy has been agreed upon. Im not going to close this case until I have received a response to the proposal I made to them. For me to close the case prematurely would be foolishness on my part. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:12/14/2022

  Type:Product 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.

  *** ** **** (completed install) we had them replace our entire heating and air conditioning unit at a cost of $33,369. The system was not cooling our upstairs satisfactory in the summer so we had them come out and research the issue. Sept 2021 they said the best solution was to install attic radiant barrier and replace our electric attic fan. The total cost of this was $7,843.00. They said this would help out problem and we had 1 year to cancel if we were not satisfied. Although we were approaching winter they said to do it now because the price would go up in 2022 so we felt pressure to purchase. June 2022 still not cooling so they sent someone out to look at the barrier. Worker said barrier wasn't installed properly so they sent someone out to fix it. Still not working properly so we decided to hire a company to spray insulation into the walls on Aug 4, 2022. They also looked at the radiant barrier and said it wasn't installed properly and we overpaid by thousands. We sent a certified letter to American Air on *** *** ***** Never heard from anyone so we reached out on 9/8/22 to ***** at American A/C. She said letter was never received so we emailed it to her on 9/8/22. 10/27/22 email sent to ***** and ***** following up. ****** ***** (office manager) responded saying they would send someone out to review the radiant barrier again. We said that someone already came in the summer and we were still not happy with product and didn't want to be bothered again, just refund as they state in their paperwork. Never heard back so I sent the same email again to ****** on 11/20/22. Still no response so I called and left a voice message on 11/23/22 no return call. Had husband call on 11/29 he spoke to ***** (call center manager) and said she would have ****** return his call. We still have not heard from anyone. We are wanting our money back for radiant barrier of $7,332.00. We will keep the attic fan.

  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 5, 2022/12/21) */
  We will be contacting this client to resolve the issues.
  
  
  Consumer Response /* (3000, 7, 2022/12/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They've had 4 months to rectify this refund. They don't return calls or follow up. I want my refund because their product was not helpful for my needs. They offer a money back guarantee if I am not completely satisfied and I am not satisfied. There is nothing to discuss.
  
  
  Business Response /* (4000, 9, 2022/12/28) */
  Our guarantee states that we are to be given every opportunity to rectify challenges with the product and/or our installation etc. They have not given us the opportunity to address their current concerns. We have tried to schedule a review but have been successful.
  
  
  Consumer Response /* (4200, 12, 2023/01/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We emailed them the attached file. We have given them plenty of attempts to rectify our unhappiness with the product.