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:06/18/2025

  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.

  On 6/14, we hired a professional crew to do a full house vent cleaning with rotobrushing, in addition to servicing the two AC units. A father who spoke minimal English showed up with his two sons, one whom is only 14. They started ok when the father was downstairs supervising. When the children got to the second floor vents, they stopped brushing the vents and only connected the hepa filter, without rotobrush. After noticing multiple rooms and vents not being cleaned properly, i reminded the boys to do the brushing. They told me they did. I have video that they only brought the filter into the rooms and no ladder or brush. I spoke with the father to get his sons to redo the rooms and brush the vents. They lie and tell him they already did. Then I see the young boy bring the drill, which was charging after doing the first floor, needed to do the brushing, upstairs, meaning the rooms were never completed. I sat watching them and they didnt even have a ladder to reach the vents when they said they were almost done. They bring a ladder and brush into the final room upstairs and video the last room being done, however 17 vents upstairs were not done properly out of 24 total house vents listed on the contract. After multiple times of lying to my wife and myself, I was not going to argue with a minor child or the adult who didnt speak English. I have video evidence of the work that was never completed. Video showing they only brought a filter into the room for short period of time and never brought a ladder, rotobrush, or drill. Also laundry dryer vent cleaning was not completely cleaned out, but he only cleaned the short duct from dryer to the wall, not fully cleaning the dryer vent duct any further. The amount for the entire contract job was $4900. *** called to have the company return and finish the job, however they are unwilling to come back and finish. A large half full bottle of pressurized acid wash solution was left on my front porch when they were finished.

  Business Response

  Date: 06/19/2025

  To Whom It May Concern,
  
  This letter is in response to the BBB complaint we received regarding the air duct cleaning, evaporator coil cleaning, and dryer vent cleaning services provided to the customer.
  
  We have been in ongoing communication with Ms. ******** throughout the duration of this matter to ensure the customers concerns were properly addressed. Following the initial service visit on June 14th, the customer expressed concerns specifically related to the cleaning of the upstairs vents.
  
  In response, we promptly scheduled a follow-up visit and dispatched a team on June 19th to reinspect and complete any outstanding work. During this visit, our technicians thoroughly cleaned the remaining 17 vents located upstairs to ensure the job was fully completed and met our quality standards.
  
  Our intention has always been to provide thorough, professional service, and to address any concerns in a timely and respectful manner. At this time, all areas of the home have been serviced, and we believe the customers expectations have been satisfied.

• Initial Complaint

  Date:05/09/2025

  Type:Customer Service 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.

  BACKGROUND:I purchased the Rheem air conditioner from Universal *********** which was installed on 2/16/2021, as per the attached.There is a Rheem Conditional Warranty for this unit, with a parts warranty for 10 years, as per the *********** November, 2023 I purchased a 5-year service contract from FrozenHvac for $3,900, which provided that FrozenHvac would provide automatic, annual check-up services. I DID NOT receive such automatic services, nor did I contact FrozenHvac for such services.On or about 4/30/2025, I contacted FrozenHvac to service my unit, which was not cooling. Frozen Hvac said that the factory warranty was for parts only, and that I must pay for services for $2,000. After heated argument with the technician, I agreed to pay $1,250 for services. The technician insisted I pay $1,250 BEFORE they would service the unit. After more heated arguing, they agreed to accept a $250 down payment, with $1,000 payment after the services were completed.I researched the cost of mechanical labor in *******, which ranges from $140 to $145 per hour.On or about May 1 or 2, FrozenHvac repaired the unit, spending only 45 minutes for the repair. With respect to the $140 to $145 hourly rate for mechanical services, the charges for $1,250 for labor are OUTRAGEOUS. I refused to pay the remaining $1,000. In fact The $250 I paid exceeds the 1-hour standard Florida rate by $105, and I should receive a $105 refund.

  Business Response

  Date: 05/09/2025

  Hello, We are not Frozen HVAC and have no association with them. 

  Business Response

  Date: 05/13/2025

  Universal Air and Heat installed your system prior to Air Pros every acquiring the customer data base and phone lines of *********. We did not take on any extended labor or maintenance  warranties . Air Pros has never spoken to the customer or had any previous interactions .We have never visited their home or made any types of repairs. We apologize, but we are not responsible for any agreements made with ********* .

  Business Response

  Date: 05/13/2025

  Also, We have no association with the other company Frozen HVAC at all. So I am unsure why this is being left on Air Pros BBB.

  Business Response

  Date: 05/29/2025

  This response is in reference to the complaint submitted by *** ******* ******* regarding services provided at his property located at **************************************************************************************************
  
  On April 30th, our company responded to a service request placed by *** ******** Upon arrival, our technician was met with a confrontational attitude from *** *******, who began arguing about the necessary repair. The scope of work included deploying two technicians with a 24-foot extension ladder to service a rooftop package unit. The services rendered included replacing a capacitor, refilling and stabilizing refrigerant levels, checking operational temperatures, and ensuring full functionality of the ** unit.
  
  Despite the challenging interaction, our technicians proceeded with the required services. A deposit of $250 was made by *** ******* prior to service commencement, with an outstanding balance of $1,000 due upon completion. Once the service was completed, *** ******* left the premises without fulfilling the remaining balance and drove away. He did not notify our office, nor did he respond to follow-up communication attempts. We have video documentation, clearly showing *** ******* leaving the property immediately after the work was completed without providing payment.
  
  We maintain a commitment to professionalism and transparency in all our business dealings, and we regret that this situation escalated. However, we stand by the validity of the work performed and respectfully request that *** ******* fulfill the outstanding balance owed for services rendered to continue any services.  
  
  Sincerely,
  
  
  ***** M
  Office Supervisor

  Customer Answer

  Date: 06/16/2025

  I do not agree with BBB's decision on this matter.  Therefore, I am filing a complaint with ***** - ******************************************************.