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Business Profile

Heating and Air Conditioning

Custom Air Systems, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heating and Air Conditioning.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:10/01/2024

    Type:Order 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.
    This business entered into a maintenance agreement for 2024 and advised me on 9/13/24 that it would not honor the agreement and service my property, including fall check up and preparation for the winter. It has decided to not service my property because I complained about a failed installation of a thermostat and controller from July 2024, which this business also will not make functional. In short, I have a failed thermostat from ****** which the business will not service, repair or manage under warranty, and a service contract which the business will not honor.

    Business Response

    Date: 10/22/2024

    On Sept 13 *** ******* called in for a service on a different thermostat not the one installed by us in July 2024. We put him on the schedule, but he wasn't pleased with the time frame in which we would be able to service his home. He became belligerent to the stuff and threatened to discontinue service with our company because we were on unable to accommodate his timing. Judging by the tone of his voice we concluded that he was unhappy with our service so we felt it would be best for him to find services elsewhere. We issued a refund for the balance of the maintenance he prepaid for on 9/31/2024 in the amount of $1,164.00. The Thermostat installed in July 2024 is warranty by the manufacture for 5 years. 

  • Initial Complaint

    Date:06/20/2022

    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.
    On May 5, 2022, we had yearly tune-up with for our HVAC system with Custom Air Systems. The HVAC prior to this visit was functioning properly without any issues. The technician came and removed the cover of our condensic valve saying that it should not on there and valve and may be causing a slight drip in our system. Two weeks later, our HVAC system stops working and the tray is filled with water. I call Custom Air and they said that we would have to pay for another service visit ($195) to have a technician come out and assess the problem. So I called a different company to come an see what was going on. It turns out that the cover to the condesic valve that Custom Air technician had removed was absolutely necessary and its removal had created a vacuum causing air to get into the valve and thus could not properly drain the system. The technician had created the leak. I spoke to the owner of Custom Air who had promised to credit us the amount for the maintenance/tune up. He never followed through.

    Business Response

    Date: 06/21/2022

    The credit has been issued. The customer was informed before we scheduled the 2nd appointment that if it is determined that we were responsible there would be no charge. Subsequently the customer canceled the service appointment. 

    Customer Answer

    Date: 06/21/2022


    Complaint: 17447854

    I am rejecting this response because: I do not see how or when the credit has been issued. They said it has been issued but I have not received a check for the credit. If Custom Air Systems can give more definite information as to how they issued the credit and when we can expect to receive it then we would have more assurance that they in fact did issue a credit.

    Sincerely,

    ****** ***

    Business Response

    Date: 06/21/2022

    Check number ***** for $268.00 was issued today and will go out in the mail tomorrow 

Custom Air Systems, Inc. is NOT a BBB Accredited Business.

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