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:05/07/2025

  Type:Sales and Advertising 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.

  Fast Air arrived during the week of Dec. 6, 2024, for semi-annual service. One tech and one trainee arrived to perform the service. During the inspection, it was noted that mold was discovered in the air handler and associated ductwork, in addition I was made aware that the ductwork needed to be replaced. ******** had previously serviced this unit and this was never noted. Given that I am a U.S. Navy veteran, previously exposed to shipboard asbestos, and that at 78 years of age with a wife in her seventies as well, I was concerned for the health impact this discovery posed for us. I asked about the price.The tech called his manager. After several minutes of discussion, and reviewing pictures of his discovery, the tech quoted me approximately $11,000 but, if I agreed, then according to his manager, my cost would be reduced $1000. The work began Dec. 6, 2024. Following is a breakdown of the costs as noted on my invoice.2.5 Ton Engineered Duct System $9526.99 Germicidal 24V Single Bulb UV System $761.00 Subtotal $10,287.00 less $1000 reduction = $9526.00 final price.Only the exposed portion of the ductwork was replaced.I timed the arrival and departure of the techs involved, which was approximately 6 hours. Even if their loaded labor rate was $150 per hr./ tech, that would only total $1800 which leaves $7726 for duct expense? And the duct replaced was only done in a partial attic! I present that this line-item billing is both excessive and represents an overcharge for material expense. Accordingly, as a veteran and a senior citizen, I feel that my wife and I were taken advantage of, especially since other less costly alternatives are readily available.

  

  Business Response

  Date: 05/08/2025

  Thank you for sharing your experience, and first and foremost, thank you for your service to our country. We truly appreciate the opportunity to have worked in your home, and we take your concerns very seriously.
  Our technician and trainee visited your home in early December as part of your semi-annual maintenance, during which we discovered visible biological growth in the air handler and surrounding ductwork. Given the potential health risks, especially for individuals with previous asbestos exposure or other health considerations, we felt it was important to inform you right away and recommend immediate remediation.
  After consulting with our manager, we offered a full duct replacement and ** germicidal system to address both the biological growth issue and the aged ductwork, which we believed was in your best interest. We also extended a $1,000 discount as a courtesy to help offset the cost.
  While we understand your concerns regarding labor and material costs, please know that our pricing reflects not just technician time but also high-grade materials, business overhead, specialized equipment, transportation, warranty coverage, and proper disposal. In addition, the ** system is a medical-grade air quality solution designed to reduce airborne pathogens, including mold spores.
  Were sorry to hear that you feel the pricing was excessive, and it was certainly never our intention to make you feel taken advantage of. We strive to treat every customer with honesty and respect, and we regret if we fell short in communicating the full value of the work provided.
  If you would like to discuss this further or explore possible resolution options, please dont hesitate to reach out to our office directly. We are committed to making things right wherever possible.

  Customer Answer

  Date: 05/11/2025

   
  Complaint: 23300397
  
  I am rejecting this response because:

  I appreciate the timely response to my complaint from Fast Air. I understand their position and expected no less. However, as a previous business owner myself, I fully acknowledge their position. They are in business to make money. I quoted a "loaded labor rate" assumption for the techs worked. "Loaded" encompasses static  hourly wages, benefits, insurance, and depending upon accounting functions, may include vehicle costs, i.e., depreciation, insurance. I get it. But, my initial concern for the expense associated with the actual duct work that was replaced, still remains. As follows.

  The ductwork was only partially replaced....by my estimation, only about 50%. So, the remaining contamination still resides in the walls and ceiling. And the possibility of migration of the contaminates within the remaining ductwork may eventually spread into the replacement ductwork mitigating the effectiveness of the new ductwork. Given the expense, perhaps a more practical and cost-effective solution would have been a professional duct cleaning instead of only an expensive partial ductwork replacement. Changing in excess of 7K for the partial replacement just is, in my opinion, an overcharge. 

  Again, thank you for your timely response to my complain. 

  Sincerely,

  
  ****** *********

  

  Business Response

  Date: 05/15/2025

  Thank you for the opportunity to respond to the complaint filed regarding our recent ductwork service.
  First, we would like to thank the customer for their thoughtful feedback and for acknowledging our timely response. We also appreciate their understanding of business operations, including the realities of loaded labor rates and cost structures associated with ************ work. Our pricing model reflects not only wages but also factors such as benefits, liability, insurance, vehicle costs, and other overhead essential to maintaining a reliable and professional service.
  That said, we respect and understand the customer's concern regarding the extent of ductwork replacement and its associated cost. At the time of service, our technicians provided recommendations based on visible contamination and accessible portions of the duct system. The scope of work was reviewed and approved by the customer prior to installation. The replacement involved significant labor and materials, which were reflected in the final pricing.
  Its important to note that a portion of the existing ductwork was inaccessiblelocated behind finished drywalland therefore could not be replaced without extensive demolition, which was outside the agreed scope of work. In recognition of this limitation, we provided a discount to the customer and adjusted the final price accordingly to reflect the reduced scope of ductwork replacement.
  While we recognize the customers perspective that a full duct cleaning may have been more cost-effective, our professional assessment at the time indicated that cleaning would not have adequately resolved the issues in the affected ductwork. Partial replacement was deemed the most effective solution for improving air quality and overall system performance under the circumstances. We do acknowledge the customer's concern regarding the remaining ductwork and are happy to discuss further options should they wish to explore additional remediation.
  Ultimately, we regret that the customer remains dissatisfied with the cost-to-value outcome of the work completed. At Fast Air, we strive to maintain transparency, fair pricing, and customer satisfaction. We welcome the opportunity to speak with the customer directly to address any remaining concerns or explore potential resolutions.

• Initial Complaint

  Date:04/22/2024

  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.

  ON FEB 22, 2024, I HAD A ROUTINE YEARLY SERVICE OF THE A AC/HEAT PUMP FAST AIR INSTALLED 15 MONTHS EARLIER IN THANKSGIVING WEEK, NOV 2022.THE NEW TECHNICIAN SAID THAT THE **** WAS 2 LBS LOW ON COOLANT...HE SAID THAT THE **** USES IT LIKE A CAR TIRE. I DISAGREED WITH THAT ANALOGY. COOLANT DOES NOT **** OUT UNLESS THERE IS A **** IN THE ****. IT JUST DOES NOT USE IT UP LIKE AIR IN THE TIRE....I WAS WORRIED THERE WAS A **** AND ASKED HIM TO FIND IT. HE WAS NOT EXPERIENCED ENOUGH TO EVEN GIVE CORRECT ANSWERS ... HE CHARGED ME FOR 2LBS OF THE MOST EXPENSIVE COOLANT. MY **** DOES NOT USE THAT COOLANT. IF HE PUT IT IN IT WOULD DAMAGE MY NEW **** AND RUIN IT.I CALLED ****** THE MANAGER. HE SAID THE **** WAS IN THE HOUSE LINES AND IT WOULD BE AN ADDITIONAL $2600. TO RUN NEW LINES IN THE ***** OF THE HOUSE. I SHOULD NOT WORRY ABOUT IT IF I WAS SELLING THE HOUSE ANYWAY. REAL HONEST?!I CALLED SUNSHINE AC REPAIR AND HAD A **** TEST PERFORMED. IT CAME OUT WITH NO ****S. THEY SAID I WOULD HAVE TO HAVE THE ENTIRE **** DRAINED AND COOLANT REPLACED, IF FASTAIR PUT THAT WRONG COOLANT IN THE ****. I THINK FASTAIRE CHARGED ME FOR COOLANT THAT I DID NOT NEED AND THEY DID NOT PUT ANY COOLANT IN... I WILL NOT KNOW UNTIL MY **** BREAKS DOWN . I WANT THEM TO GIVE ME BACK THE $611. THEY CHARGED ME FOR WRONG COOLANT. AND GUARANTEE THAT THEY WILL REPLACE MY COOLANT WITH CORRECT COOLANT AND REPAIR/REPLACE MY **** IF/WHEN IT HAS PROBLEMS FROM WRONG COOLANT.

  

  Business Response

  Date: 04/23/2024

  This customer was 100% refunded and the technician is no longer with the company. We did verify that 2lbs of R-410a refrigerant was put into Ms ******* air conditioning system through our company refrigerant logs. Also, R-410a is the only refrigerant that we carry on our trucks and that is the refrigerant specified for Ms ******* air conditioning system. 

  Customer Answer

  Date: 04/23/2024

  I HAVE ATTACHMENTS.  CAN NOT DOWNLOAD THEM ON UR SITE...I CAN EMAIL THEM  BUT HOW...UR EMAILS DO NOT ACCEPT ...

   

  I ALSO AM CONSERNED THAT IS WRONG COOLENT  WAS PUT IN MY NEW AC HEAT PUMP UNIT THAT UNIT WILL BE  RUINED BY LEAVING IT IN THERE.   

  I NEED TO KNOW  WHAT FAST AIR  INTENDS TO DO  TO INSURE MY UNIT IS COVERED  FOR REPAIRS BY THEM IF IT FAILS.     GIVING BACK THE $615. IS GOOD BUT  THEY NEED TO TELL ME  WHAT THEY DID TO THE UNIT.   

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21611282
  
  I am rejecting this response because:Date Sent: 4/23/2024 12:03:55 PM
  

  I ALSO AM CONSERNED THAT IS WRONG COOLENT  WAS PUT IN MY NEW AC HEAT PUMP UNIT THAT UNIT WILL BE  RUINED BY LEAVING IT IN THERE.   

  I NEED TO KNOW  WHAT FAST AIR  INTENDS TO DO  TO INSURE MY UNIT IS COVERED  FOR REPAIRS BY THEM IF IT FAILS.     GIVING BACK THE $615. IS GOOD BUT  THEY NEED TO TELL ME  WHAT THEY DID TO THE UNIT. 

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

  

  Business Response

  Date: 04/23/2024

  The correct refrigerant was put into your air conditioning system. The refrigerant that your unit requires is the only refrigerant that we carry on our trucks. I apologize for the confusion.