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:03/19/2025

  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.

  3/19/25 I hope this email finds you unwell. And I mean that disrespectfully. **** just yelled, screamed and was an all-around jerk to my 71-year-old mother. The rep ******* advised me that we had a $250.00 balance for an after-hours call. The call was made only 2 days after install when the thermostat was blank. The dispatcher was telling my mother about home family life which was of no consequence to me or my mother who was in the heat. You did however send someone out to look at the unit. Who was here all of 5 minutes (ask him) and left. Now this morning we are having the exact same issue, and we are being told that we have to pay the $250.00 balance before someone else will come out. The lack of customer service is appalling. I have never in all my 41 years experienced such a low life of a person. ****, I'm speaking directly to you, the way you spoke to my mother was deplorable, disrespectful and uncalled for. I can only hope that someone someday repays your mother, wife, boyfriend, sister etc. in the same regard. I no longer wish to do business with your company.

  Business Response

  Date: 03/19/2025

  The system was installed on Feb 28th with ****** ********. On March 5th at 6:16 PM we received a call from ******* ****** ********* mom) stating the outside fan was not running. We told her we would call her installer and our service manager to see when we could get out to look at the unit. We tried to diagnose the issue with her over the phone to see it we could fix it on her end with no answer. She called back at 7 pm and said she would continue to call us every 15 minutes until someone came to her home to fix the *** She was very upset, very disrespectful, and rude to our after-hours dispatcher. We let her know that her installer could be there first thing in the morning between 8-10 am. She said she would not be in the house overnight with the ** off, we explained to her that if we scheduled the call the following day she would not incur an after-hours service call of $250.00. She said she did not care about the service call, she wanted the ** back on right now. At 8:15 PM her installer showed up to her home to diagnose the problem. The problem was not install-related and resulted from her daughter putting a hold on the thermostat to 79*. The installer removed the hold, made sure the ** was working properly, and left. We then let Mrs ****** know we would call her in the morning to collect the $250 after-hours service charge. The following morning Mrs ****** called the office and said she received the message regarding the service charge and will not pay us a single cent, we can send her all the invoices we want, but we are not getting a ***** from her. We explained that the call was an after-hours emergency call that she approved and that it was not even installed-related and was a customer error at which point she started to scream and shout profanity at our dispatcher and then hung up on her and followed up with a text calling her names. On 3/19/2025 we received a call from Mrs. ******** who stated her thermostat was blank, the dispatcher then walking her through the process of how to check to see if her drain line was clogged and instructed Mrs. ******** on how to clear the drain line without needing a service call. At which point she said her mother would prefer us to come out and for us to do it. We explained to her that there was a past balance on the account for the prior after-hours service call that needed to be cleared before we could schedule another service call. Mrs. ******** stated she was unaware of the charge and said she would call her mother to make the payment and then contact us back. Since that point we have had numerous calls and emails from all different family members harassing us, using profanity, and disrespecting the office staff. Not once has anyone from our staff used any profanity or disrespected anyone who has reached out to us. We are more than willing to come out and service the unit once the balance that is due is paid. We would love to resolve the issue but we were told not to contact them again or they would "Press harassment charges"- limiting our ability to reach a resolution. 
  

• Initial Complaint

  Date:02/21/2025

  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.

  handy Air Fl Promised to do a free inspection of my a/c and then they sold my information to a million companies that wont stop calling and texting. And Im on the do not call list.

  Business Response

  Date: 02/22/2025

  We do not sell information, absolutely no idea who you are and I think you may have us mixed up with a different company. Please feel free to call us ************ .We have no ***** ***** in our database.

  Customer Answer

  Date: 02/22/2025

   
  Complaint: 22975270
  
  I am rejecting this response because:
  You sold my information !!! I am getting non-stop text messages and phone calls regarding a/c and solar panels. Other companies contacting me after you are lunex, launchpad services heating & cooling, west orange roofing, Del-Air, trilogy a/c cooling and heating, the ground guys of winter park, simply shutters, we buy any house, pipe specialist, Erie metal roofs, rw services, the texts and calls are coming in non stop!!!!!!!! I dont know what to do. You sold my information!! You are scammers , spammers, and liars saying that you do not have my name in your database; look at the texts I attached from your company . Im also on the do not call list so I am reporting each company. This is insane!!!!
  Sincerely,
  
  ***** *****

  Business Response

  Date: 02/26/2025

  Good ******************* We simply don't sell data, have no affiliation to any of those companies and that can all be independently verified with those companies. This is a complaint for ******** advertising not for us. Although it looks like a standard text message to you, we use a program to reach out to our customers that it automatically sends you a message once you put in your information for a free quote via FB. It does not come over to us until you respond to the automated response which in your case was your zip code. That is when you were speaking to a live *** in our office. He responded asking you to please respond with "Pass" and that automatically triggers you in our system and puts you on DND. Which is why I responded we do not have you in our database since you were in our DND list as shown in our screenshot. Possibly one of the other companies you have been speaking to sold your information or there was a data breach within FB, either way it has nothing to do with our company since we have not and never will sell any information. We have been in business for 36 years and are a small company. I'm sorry you are going through that and like I mentioned before I will be more than happy to speak to you over the phone to provide any assurance on our end that what you are experiencing has nothing to do with us.

  Business Response

  Date: 02/26/2025

  Hello, Yes the original chat was with us until she opted out and then it set her as a DND. After the initial consult there has been no further communication from us or our company. We have not now nor ever sold anyone's information. Our system is a paid software that takes her information she put in from ******** and then sends directly to us after she replies to our automated message. The first message attached the bubble with the ? mark in it shows it is an automated message. She input her information from ******** and it sends to us as a lead. My dispatch team does not get the message until she replies. In this case she responded with her zip code. Now that officially starts the chat, you can see with the handy air logo. Once she opted out by replying PASS the system automatically put her in our DND and out of our customer database. Shortly after that, there was a direct message to our website which now putting 2/2 together looks to be the same customer. We responded to that chat from the website with "We do not sell information, and I'm not sure who you are? We're a 36 year licensed HVAC Contractor I think you have us confused with someone else. Were you looking for a new AC system?" Then the chat closed due to user inactivity. This conversation with Mrs ***** was after hours on a Friday night, we get people all the time that reach out and think we can help them get a free system and that's not what we do and then we DND them and move onto the next opportunity. We all have children and are responding after hours, we do not have time nor would we ever jeopardize our companies reputation by selling our customers information. There could have been a data breach within ******** since that is where she put in her contact information was on ******** and then it sends to us. That is why we said her complaint needs to go to ******** where she put in her information as it was not us causing all these other companies to reach out to her. On our end she asked for services and then she decided she did not want them. We do not have her address or any of her personal information other than her name, email and phone number which is what she provided on ******** that was sent to us. I hope this clears up any of the confusion and closes out the complaint. She has also made bad reviews on other sites as well and is ultimately hurting our business for something we had no part of. We are trying to get this settled and done with so we can move along. It is cold and will start to warm up so we are too busy than be dealing with disgruntled customers that don't have anything better to do than blame people for things we didn't do to try to hurt us since we cannot help her. 
  

• Initial Complaint

  Date:06/05/2024

  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 signed a contract to install a new ** unit, replace ******** to a bedroom and fix some tears in the main trunk line they found. Also to blow in new insulation all through the attic. They did not blow in insulation throughout the attic, they did not fix or replace any damaged ductwork. Company said they never installed anything at my address and then sent me pictures of the the ** unit installed and the insulation they blew over the ductwork to hide that they did not replace it. They used an independent contractor to do all the work. They have no techs on staff just contract techs who only do one or two jobs and then move on. They have no one to answer there phones, just an automated text system to respond.

  Business Response

  Date: 06/06/2024

  Customer contracted us 2 years ago and the contract was fully executed, in it's entirety, 2 years ago. 2 years later they are saying we did not blow in a portion of insulation. The house is 1100 sqft and we sent over completion pictures clearly showing it was done. 

  Customer has had zero issues in 2 years. What he is accusing us of is doing the job in full with the exception of a portion of the home not insulated. So we installed a new system to code, replaced and repaired ductwork to customer's satisfaction for TWO YEARS and had insulation blown in, but the claim is that after this entire project we just decided to not do a small portion of the home? We sent completion pictures to the customer from 2 years ago and can provide them to BBB as well if necessary.

  This complaint is absolutely ridiculous on it's face. The fact that this is only our SECOND complaint in 16 years, and the fact that the customer has had no issues at all for 2 years, shows that we do NOT take shortcuts and we do what we say we're going to do always.

  This is unfortunately a false complaint, and further defamation will be received by our legal team.

  Customer is outside any warranty with us and can utilize any company moving forward for any further needs. 

• Initial Complaint

  Date:01/23/2024

  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.

  Purchased air conditioner 10/23. Removed existing unit. My home is manufactured home with lap siding to the ground. They left open area in siding and made siding wobbly when attempting to install new unit. I did get a service call from employee ***, who attempted to repair open area. It is not fixed. I have made numerous calls to company. Their number listed is no longer in service. I cannot reach them. Siding around unit is uneven and not at all as it was pre installation. I also have not had final county inspection scheduled., as I was told they would take care of. Thank you. Their phone number listed on their website and with you is no longer in service. *************

  Business Response

  Date: 01/29/2024

  Our Service line has been and has always been in service. You may contact us at anytime to further address this complaint that we have already emailed and spoke to you in regards to. Your permit has been pulled and your permit number is BT-2023-*****. We have already sent emails in regards to the before/ after photos of your siding. We reinstalled your unit in the exact same location as you original unit. Zero modifications were made by our company to the siding to the left or the right of your new unit. 
  Your siding has split sections in it from its original installation and we are absolutely not responsible for any issues you are currently having with it aesthetically. The pictures you have provided are showing your siding in its pre-existing condition prior to our installation. 
  

  For your convenience please add the following numbers to your phone contacts:
  
  
  Handy Air Office ************
  Handy Air Service line ************ 
  Our office is open 8-4pm Mon - Fri and our Service line is monitored 7am - 7pm 7 days a week. 
  
  
  We consider this matter now closed. 
  
  

  Customer Answer

  Date: 02/11/2024

  Please do not close file.   Please, issue with Handy Air is not resolved.  I am sorry I Missed previous e mail.  **** at Handy Air sent e mail basically saying he wont fix siding. Sent pictures of my siding before work was started and siding was perfect.  He also has not scheduled final inspection with Polk County, *******. That is where the permit was pulled.  I dont want something I am not entitled to thank you. ***** Fredette 

  Customer Answer

  Date: 02/13/2024

  Please do not close file.   Please, issue with Handy Air is not resolved.  I am sorry I Missed previous e mail.  **** at Handy Air sent e mail basically saying he wont fix siding. Sent pictures of my siding before work was started and siding was perfect.  He also has not scheduled final inspection with Polk County, *******. That is where the permit was pulled.  I dont want something I am not entitled to thank you. ***** Fredette 

  Business Response

  Date: 02/23/2024

  Hello, We have passed Final inspection with Polk county and everything was installed up to code. My general manager was onsite recently to do a Presite and nothing was talked about or asked regarding any siding at all. Our phone number is ************ and has never not been in service since we opened our business and if for whatever reason if our line went out we have an 800 number as well for emergencies **************. The customer also originally booked the initial appointment with us on our text line as well which is ************ which we have not received any messages from the customer since the initial booking. I am not sure exactly what the issue is, we have installed the equipment up to code and have responded with any questions or concerns the customer might have.  Everything is completely and good on our end.