Complaints

This profile includes complaints for All Volusia and Flagler Heating and Air, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  All Volusia and Flagler Heating and Air, LLC

  611 Commercial Dr Unit A,B,C Holly Hill, FL 32117-3477

  
• 

  All Volusia and Flagler Heating and Air, LLC

  PO Box 731089 Ormond Beach, FL 32173-1089

  

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:05/22/2025

  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.

  We texted early on Saturday for a tech visit due to low coolant as in the 95 degree heat, our HVAC couldn't keep the house cool. The company texted back agreeing with us saying, It looks like you need to have the coolant recharged. We agreed. All good so far. Then tech arrives later that day and looks at the unit, checks the pressure, calls his office and then tells us, There is a leak and the *** won't let us recharge the unit. OK we said, Where is the leak? Tech said I don't know, but maybe for around $1000 I'll look for a leak. If the company had no intention of recharging ANY system with low coolant, why didn't they tell us when the service was scheduled? We would never have paid $200 for someone to come out, 'guess' it was due to a leak, and then refuse to recharge the coolant as promised. Again, why would you send a tech for scheduled service he had no intention of fulfilling? (Maybe it was to pitch us off-brand new systems, which he did) *** regulations didn't change from the morning to the afternoon when the tech arrived. We spoke with customer service requesting a refund because tech did not do what he was hired to do--*** regulations were the same when the company said they would send someone out to add coolant as they were when the tech arrived. If they said 'we can't add coolant as there may be a leak' we never would have had them make a house call.

  

  Business Response

  Date: 06/03/2025

  Our **************** Representative (CSR) responded to your initial inquiry based on the information you provided, stating that it sounded like a refrigerant recharge might be needed. However, no guarantee was made regarding the service to be performed, as our CSRs are not technicians and cannot diagnose HVAC issues over the phone or via text. All calls and text communications are recorded and reviewed for accuracy, and we can confirm that no definitive promises were made to recharge the system prior to a technicians evaluation.

  Our service fee for an emergency visit was clearly advised and agreed to at the time of scheduling. This fee covers the technicians time, travel, and expert diagnosis during a non-standard service window.

  Our technician arrived on Saturday as scheduled and performed a full system inspection. He determined that your HVAC system had an active refrigerant leak. In accordance with *** regulations, we are legally prohibited from recharging a system with a known leak unless the leak is located and repaired. Our technician offered to perform a leak check for further diagnosis, which you declined. Without locating and fixing the leak, we cannot ethically or legally add refrigerant to the system.

  Just because another company may be willing to disregard these regulations does not mean we will. Our technicians are licensed professionals, and our company is held to strict industry and environmental standards.

  Your system is approximately 14 years old and out of warranty. Our technician provided professional recommendations, including both repair and replacement options. Ultimately, the decision not to move forward with the necessary diagnostic or repair work was your own. As such, our technician was unable to complete a repair during the visit.

  We want to reiterate that the service you paid fora professional emergency diagnostic visitwas rendered as agreed. We understand you were hoping for a different outcome, but the situation required responsible action. For that reason, we will not be issuing a refund.

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23365858
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 6/3/2025 12:38:02 PM
  Why werent we told that they would NEVER recharge the unit?  Why did the *** say it sounded like you need a recharge without also telling us that they would NEVER do it. We had no need for the tech if we knew that they wouldnt  do what we had already told the company was necessary. That is the issue. 

  
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 06/11/2025

  When the original service request was submitted, the message from the customer stated: Have an AC unit that I believe needs gas (Freon etc). It works when outside temp is cooler but when its 90 degrees the unit will not lower the temperature. Please call regarding an appointment. Thank you. ***. Our AI assistant responded accordingly, stating: Hi ***, this is **** from All Volusia and Flagler Heating and Air. It sounds like your AC unit might need a refrigerant recharge. I'll notify a team member about your call request and follow up with you. Let me know if there's anything else I can assist with! The customer then spoke directly with our customer service representative (CSR) twice, but at no time during those conversations did they clarify that they were only interested in a refrigerant recharge without a repair, this can be reflected on as all our calls are recorded and transcribed. Had it been made clear that the customer was not interested in repairing the system, we would have explained this policy prior to dispatching a technician. This policy is based on both industry best practices and environmental regulations, as recharging a leaking system without repair is not only ineffective but often not compliant with EPA guidelines.

   The customer originally scheduled their appointment for Monday to avoid emergency rates but later opted to move it to an earlier time, fully aware of the minimum diagnostic fee associated with that change. Our technician arrived as scheduled, performed a full system diagnostic, and communicated findings to the customer. Unfortunately, we were not able to reach an agreement regarding the necessary repair at that time.

  While we regret that the customer feels misled, our team followed standard procedures and fulfilled the agreed-upon service. The diagnostic was performed as scheduled, and the findings were communicated professionally and documented with the attached Invoice and Checklist. We stand by the quality and integrity of the service provided.

• Initial Complaint

  Date:02/04/2024

  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.

  I purchased an A/C unit with new duct work in April 2020. I thought everything was good for the past 3 1/2 yrs, but I had noticed that my electric bills were very high. Come to find out, the unit not working properly due to a wire from the thermostat not being hooked up when the unit was installed. I had them come out and they told me I needed a new wire but I was going to have to pay for it even though it should have been installed back in 2020. I had a 2nd opinion and was told that YES, the wire needed to be replaced. I went ahead and had the new company replace it because I could not get anyone from All Volusia to call me back. I have called 3 TIMES for the Manager/ Supervisor to call me to discuss this. They REFUSE to call me back. I pay for a yearly maintenance plan and I would have thought they would have caught this issue since they are here twice a year for maintenance. I would like reimbursed the $200.00 I paid due to the fact it should have been changed when new unit was installed.VERY unprofessional of this company.I want the Manager to call me!!

  

  Business Response

  Date: 02/12/2024

  It was not made aware until ************** went out recently that there was an issue with the thermostat wire. When ************** was sent out to service the system and access the concerns was when he found the issue with the thermostat wire being damaged. The wire was brought up to be repaired but denied at that time. Thermostat wire is not included in the replacement of a new system unless otherwise specified at the time of the sale, which was completed on April 9, 2020. Contractually, there is a one-year labor warranty that warrants should any repair on the new system be needed starting after the date of the installation, we would do at no charge. We have surpassed that warranty period, but also, this was never sold to replace at the time of the installation due to not deemed necessary.

  Thermostat wire is run under the home with modular units and therefore is exposed to the elements and critters, leaving no way to pinpoint when over the past 3 1/2 years this wire was damaged or how. Our manager has called and left a voicemail on Thursday February 8, 2024, with no return call back. We would love to resolve this issue to the best of our abilities. 

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21244273
  
  I am rejecting this response because:      #1....The wire that we are speaking of is the original wire from 1998.       #2..... I was NEVER offered to replace the wire which was clearly old at the point of replacement of the new unit. They replaced the duct work under the house so they were under there anyway. They could have offered at that time and included with original quote!!        #3....... I have the voicemail from someone named **** who called on that Thursday that clearly states that he would CALL ME BACK!!  That is why I did not return his call since he did not leave a number or extension to be able to reach him 

  So I have the SAID WIRE and I have the voicemail......to prove my point.

  The only way I think would be fair to resolve this is for them to go in 1/2 on the wire replacement ( which I have already done ) and to reimburse me for the remainder of my service contract which has another 6 months on it and I wonder why if they were out twice a year for service, why this issue was never addressed?? The Tech was out 2 weeks before for a schedule maintenance and did not catch the issue of the unit not working properly!!!!

  I just want this resolved!!!!
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/06/2024

  At the time of the **** system installation sale, if the wire was not brought up to be replaced it is because it was deemed functional at that time. Even though the wire may be in its original state, as you say from 1998; if it is in good working condition at that time, there would be no reason for ************** to recommend replacement. Our Service Manager, ****, did in fact attempt to contact you and advised to call our office back, which our number is listed on all invoices and as you have called in previously, assumed that you would have that number accessible. We will be attempting to contact you again via telephone in order to resolve this. If you could please provide us with a copy of the invoice from which you had this wire replaced so that we can see the service performed and how much was billed to you.

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21244273
  
  I am rejecting this response because:

  Number 1... is the voicemail clearly states that you would contact me back the next day. I am a busy person just like you are and you should have been the one to reach out to me again!

  Number ***** the state of The Wire clearly shows that it needed to be replaced at the time that the new unit was put in with the new thermostat. But the whole thing revolves around that 2 weeks before my complaint started that you were here for maintenance and the wire was not hooked up to the unit and that is my biggest gripe!

  I have attached a picture of the wire that should have been replaced and if you look at it clearly it's a bad wire and needed to be replaced at the time that the new unit was put in! So if you are not going to reimburse me for the wire I would like reimbursement for the last half of my service contract because clearly I will not be using you as a business anymore!!

  
  
  Sincerely,
  
  *********************