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:09/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 October of 2023, I had *** replace my AC unit, did not use it until the following year. New AC unit was not keeping house cool, *** came out 6 times to fix the issue and the unit stopped working all together on 8/14. 1 reached out to *** via email and phone, 2 days later they show up late in the afternoon 8/16, I was upset and I told him I wanted the issue resolved once for all, he got mad and threaten to leave. I just wanted my AC fixed, so I calmed down and asked him just to fix it. He went out back and found that my AC unit needed to be replaced. He explained that he would have to reach out to the manufacturer to get a replacement. I had to purchase several fans and a portable ac unit to keep my house cool (I work from home). On 8/20, he came over, dropped of the new unit, (not the same brand as the original one) and his installer showed up later. Installer told me *** would come back by to get the old unit and to add Freon as it was low. I went out to inspect the new unit and it was larger than the original one and did not fit the pad correctlv. but it worked. After multiple emails *** came by to get the old unit and the trash on 9/10 they finally showed up. Still left a bunch of trash in my, yard, but no big deal. On 9/13 the new unit stopped working, I went out back to see if there was an issue and notice the connection did not look right.Attached are the pictures, I am not a HVAC person but it does look right and my house was damaged. l left a message and sent an email asking *** to come out and looked at the ***** I didnt have high hopes that this will be resolved in a timely manner and I am worried that he will find some way to blame me. The next day the ** started working again, I let *** know and ask them to please come out and fix the damage. I still have not hear from him and once again the ** isnt working on 9/27. Please help me get this issue resolved.

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 previously filed a complaint to warn other consumers, but now I am seeking a partial refund after having our system reviewed by another **** company. The unit is still under warranty, and the mini-split has not worked since late last year. Metro Comfort Air has refused to come out to fix the issue and has ignored all communication attempts. Weve spent a year trying to get Metro Comfort Air to address this issue while it was under warranty, but they have done nothing. We are now requesting a refund of half the amount we paid (around *******), as the unit barely worked for a year. My time is valuable, and I can no longer afford to waste it chasing after this company for assistance.Our home warranty provider sent out another company to inspect the mini-split, and their technician was shocked by the poor installation done by Metro Comfort Air. He immediately pointed out that the hose is too long, which prevents the freon from traveling efficiently. He also explained that the unit, much like a motor, can be severely damaged if it runs without proper freon levels, which is essentially like blowing an engine. He expressed concern that people who are underqualified can install these systems. The system is basically not fixable. He said the entire unit needs to be replaced and was disheartened that this company put other **** companies that want to do well in a bad light.

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  **** worked on my AC on June 18, 2024 and on July 25, 2024 it broke down again, giving me the same error message as the first time it broke down. **** agreed to come back on June 26, 2024 to fix it and gave me a time window of 9-10am, at 10:30am he still hadnt showed up, I texted and no response. I texted him again at 11:30am and still no response, I also called and left a voicemail. I had a friend call him from another phone number at 12:20pm and he immediately picked up the phone, and threatened my friend. His unprofessionalism is unreal!! If I could give this business ZERO stars I would! I was overcharged, I paid $963 and my AC wasnt even fixed properly. On the receipt he gave me there wasnt a detail summary on what he did exactly or the part he replaced. When he fixed it on June 18th he was only there an hour.

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  **** from metro comfort air was totally unprofessional and mildly threatening. I wouldnt want to be alone in a house with him. He was over 5 hours late and didnt give a heads up. When I talked to him and calmly explained the lack of professionalism he said sounds like you are angry and ** an angry guy so we should reschedule so nothing happens. I tried to record it and have attached recording below.

• Initial Complaint

  Date:08/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  ******************************* with Metro Comfort Air arrived for a hot water heater service call. ******************** stated the the hot water heater tank was leaking and the the water heater must be replaced. ******** was paid in advance for the installation of a new hot water heater, and removal of the old unit. An employee of Metro Comfort Air arrived to on Friday 8/11/23 to complete the work. After several hours the technician had removed the old hot water heater and had begun the installation of the new unit. The technician went to install the expansion tank and created a large leak, flooding the basement. The technician stated that the expansion valve was damaged and would need to be replaced. He also asked at this point why the hot water heater was being replaced. He stated the old hot water heater was in perfect working order and there was no need for the replacement. The technician stated he would return the following day 8/12 to install the the drain pan and expansion tank, and dispose of the old unit. Despite several calls and complaints, Metro Comfort Air and ******************** have yet to complete the installation and removal.