Complaints

This profile includes complaints for Air Zone Air Conditioning & Heating, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Air Zone Air Conditioning & Heating, Inc.

  297 Scarlet Blvd Oldsmar, FL 34677-3017

• 

  Air Zone Air Conditioning & Heating, Inc.

  120 Commerce Blvd Ste 3 Oldsmar, FL 34677-2811

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:11/01/2023

  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.

  Home **************** was just band-aiding the problem. So I decided to use the company the warranty company had sent to make repairs numerous times-Air Zone. We purchased 2 new units(27th Sep). The first day(29 Sep) of installation they couldn't get the line open with the unit in the Attic. Then they returned the following Monday (2 Oct) because they are closed on weekends. On Saturday evening (14 Oct) my family returned home to a HOLE in our Ceiling!! The New Unit in the Attic had frozen over and leaked to the extreme that my ceiling FELL OUT. I called and left messages and was finally informed that someone would contact me on Monday(. On Monday(16 Oct)I called them and was informed they would have a Tech at my home between 2-6pm. He arrived, made some notes, contacted the office to inform me they would have to have a 2nd tech to do the work.Tuesday(17th) another Tech came. Adjusted some pipes, plugs, freon and said the NEW UNIT was fixed but it wasn't he had to return again on Thursday, (19 Oct); made some additional changes to the valve; now its fixed but it's the 29th of Oct and it isn't working. They are closed. I contacted the office to find out the procedure for cleaning my new carpet that was installed 2 days prior to the initial Installation of the New Unit and to REPAIR THE HUGE HOLE in my Ceiling with wet installation stuff hanging out? I was informed *****,the owner, would get back to me. Then ***** called me l20 Oct) stated he had just seen the pictures I had uploaded on the night of the (14 Oct)to their site and his contractor would contact me to come repair. NOW it's 29 of Oct, my unit isnt working and they are CLOSED. I still have stuff hanging from my ceiling, stuff on my carpet and a HOLE IN MY CEILING. Both my son and I have developed a sinus infection and we both have asthma. I have called the company numerous times and explained my health concerns with the Wet installation and dry wall developing mold but no one gives a ****

  Business Response

  Date: 11/15/2023

  This customer is completely correct. There were a few mishaps on our end with startling from the missed emailed with pictures of damaged attached. I take blame for that, I was not aware for a week their was significant damage. However in the end it appeared to be 2 small bows in the new 3 story drain line we installed, causing water to back up. We have however stood behind out workmanship and are in the final stages of making them and their home whole.

• Initial Complaint

  Date:10/16/2023

  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 had a new ** system installed by Airzone that was contracted on 10/11/2022. As part of this contract, there is a 1 year warranty for labor/10 year parts and compressor with a free 6 month checkup. In Feb 2023, I began having an issue with water damage in my garage due to the ** unit leaking so I called airzone to have service. They came, diagnosed and turned the fan speed down. This seemed to have fixed the issue (water as being blown into the motor is what the technician diagnosed). In June of 2023, I began to have the same issue with water damage in my garage, so I put in a service call to airzone. A technician came to diagnose and stated this is a very poor install and they needed to send a supervisor out to fix several problems. After about 3 weeks of phone calls with the office manager a supervisor came out. This took so long because the manager kept stating that they needed to schedule a tech, and stated several times that they didnt have a tech available and hopefully they could get to it soon. After a supervisor came out, he stated there was a negative pressure issue and they needed to run calcs. I gave them 2 weeks to run calcs and come up with a fix before I called. After 2 weeks I called and the manager stated that they needed to send a supervisor out to get measurements to run calcs. I informed him that was done at the last visit and he proceeded to state that they needed to turn the fan speed down, I informed him this was done back in feb, and he finally came to the conclusion they needed to send another tech out to diagnose. After another several weeks a third tech visits and states the plenum box needs to be replaced. I spoke with manager on sept 27 (about a week after the tech visit) and asked when this was going to be replaced. The manager stated that they needed to schedule next week. Here we are 10/15 and I have had no response from airzone and this is now out of warranty. 5 months of diagnoses and delays is cause for concern.

  Customer Answer

  Date: 11/03/2023

  I was informed to email you with all relevant information regarding updates to my referenced complaint. Since I filed the complaint on 10/15, I have compiled all information with specific dates, notes, and additional data. I would like to revise the complaint since the company has not responded to the complaint to include the updated accurate information along with additional documentation.

   

  I have attached a summary of all contact with Air Zone Air Conditioning and Heating, Inc. This summary includes data of activity, phone call logs of all incoming and outgoing calls to this company or representatives of this company, reason for the calls, and damages to my property. It also includes a summary of all service visits including date of service, reason for service/actions taken, and technicians that were involved. If there is any information in here that needs to be removed, I am happy to do so and provide a revised version. 

   

  Additionally, it appears that the company address provided on the invoices differs from where this company is currently located. The current address is ******************************************************* according to property records.

   

  The Complaint details should be updated to include the updated information based on the communication history:

  "I had a new ** system installed by Air Zone Air Conditioning & Heating, **** that was contracted on 10/11/2022. As part of this contract, there was a 1 year warranty for labor/10 year parts and compressor with a free 6 month checkup. In November 2022, I began having an issue with water damage in my garage due to the ** unit leaking so I called Air Zone to have service. They came, diagnosed that there was an issue with water being blown into the motor. The Tech adjusted the fan speed and drip pan to fix the problem. This seemed to have fixed the issue, however, the ** system was no longer used to cool during this time of year. In July of 2023, I began to have the same issue with water damage in my garage, so I put in a service call to Air Zone. A technician came to diagnose and stated this is a very poor install and they needed to send a supervisor out to fix several problems. A supervisor came out on July 26 (the same tech that was dispatched in November 2022) and stated that the initial problem had not been fixed as anticipated. Water was still being blown into the motor, causing the unit to leak. I corresponded with Air Zone from 7/26 to 9/12 on correcting this issue, and was consistently told that no techs were available. On 9/12, a tech came to diagnose and determine the plenum box needed to be replaced on the supply side. From 9/12 to 10/20 I coordinated with Air Zone asking for them to replace the plenum box as diagnosed. On 10/20 a tech was dispatched to replace the plenum box on the supply side. On 10/27 a major leak occurred with the ** unit that caused ceiling damage in a bathroom under the unit. Air Zone informed me to turn off the unit and that they do not operate outside of normal business hours so they would contact me 3 days later to fix. On 10/30, a service tech came out to diagnose and determined that the original problem has still not been addressed and that the unit is not usable. I have requested (on 10/30) for this to be fixed within the week since we have been addressing the same issue since November 2022 (16 days after initial install), but have had no response from Air Zone on a direct path forward to fix this issue."

   

  I'd be happy to discuss and provide any additional information as needed. 

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20736623
  
  I am rejecting this response because:

  I was informed to email you with all relevant information regarding updates to my referenced complaint. Since I filed the complaint on 10/15, I have compiled all information with specific dates, notes, and additional data. I would like to revise the complaint since the company has not responded to the complaint to include the updated accurate information along with additional documentation.

   

  I have attached a summary of all contact with Air Zone Air Conditioning and Heating, Inc. This summary includes data of activity, phone call logs of all incoming and outgoing calls to this company or representatives of this company, reason for the calls, and damages to my property. It also includes a summary of all service visits including date of service, reason for service/actions taken, and technicians that were involved. If there is any information in here that needs to be removed, I am happy to do so and provide a revised version. 

   

  Additionally, it appears that the company address provided on the invoices differs from where this company is currently located. The current address is ******************************************************* according to property records.

   

  The Complaint details should be updated to include the updated information based on the communication history:

  "I had a new ** system installed by Air Zone Air Conditioning & Heating, **** that was contracted on 10/11/2022. As part of this contract, there was a 1 year warranty for labor/10 year parts and compressor with a free 6 month checkup. In November 2022, I began having an issue with water damage in my garage due to the ** unit leaking so I called Air Zone to have service. They came, diagnosed that there was an issue with water being blown into the motor. The Tech adjusted the fan speed and drip pan to fix the problem. This seemed to have fixed the issue, however, the ** system was no longer used to cool during this time of year. In July of 2023, I began to have the same issue with water damage in my garage, so I put in a service call to Air Zone. A technician came to diagnose and stated this is a very poor install and they needed to send a supervisor out to fix several problems. A supervisor came out on July 26 (the same tech that was dispatched in November 2022) and stated that the initial problem had not been fixed as anticipated. Water was still being blown into the motor, causing the unit to leak. I corresponded with Air Zone from 7/26 to 9/12 on correcting this issue, and was consistently told that no techs were available. On 9/12, a tech came to diagnose and determine the plenum box needed to be replaced on the supply side. From 9/12 to 10/20 I coordinated with Air Zone asking for them to replace the plenum box as diagnosed. On 10/20 a tech was dispatched to replace the plenum box on the supply side. On 10/27 a major leak occurred with the ** unit that caused ceiling damage in a bathroom under the unit. Air Zone informed me to turn off the unit and that they do not operate outside of normal business hours so they would contact me 3 days later to fix. On 10/30, a service tech came out to diagnose and determined that the original problem has still not been addressed and that the unit is not usable. I have requested (on 10/30) for this to be fixed within the week since we have been addressing the same issue since November 2022 (16 days after initial install), but have had no response from Air Zone on a direct path forward to fix this issue."

   

  I'd be happy to discuss and provide any additional information as needed. 

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

  Business Response

  Date: 12/01/2023

  This customer has a valid complaint and concerns. We had had numerous techs our which we felt was plenums leaking. After many failed attempts at resolving this issue, we finally involved tech support. They feel it is duct work/Air flow issues based on the return static pressure. It was however brought to our attention the permit was never filed, so we pulled a permit to have this inspected. Inspector felt the issue was the level of the unit, drain pan and leaking plenum, so we went out to make these adjustments and are awaiting for temperatures to warm up for customer feed back. We do have every intentions on seeing this through so that we can get any issues resolved and put to rest. 

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20736623
  
  I am rejecting this response because: 

  While the response does acknowledge fault, this response does not provide accurate information, nor does it adequately provide a path forward for resolution. 
  

  The ******************* process is a requirement for all construction modifications and has no bearing on the functionality of the ** system. The permit and inspection only applies to ensuring installation meets building codes. Upon failing initial inspection, repairs made were not to the customers satisfaction, which was noted since the customer did not sign off on the work order. Air Zone used tape to cover a hole in the soffit where a drain line was required to be removed instead of replacing the soffit. The drain line was not properly installed, and the ** system does not drain away from the structure, instead drains on the side of the structure.  
  

  The issue at hand has still not been addressed and there has been no action towards correcting any negative static pressure issues that were discussed in July of 2023. Air Zone initially stated that coordination with tech support (the manufacturer) was occurring, but upon investigation, ************** was informed that tech support was not contacted until November 8th 2023. To date, Air Zone has not communicated information from tech support and has been informed by Air Zone on several occasions that they are assuming that duct work needs to be replaced to fix this static pressure issue. This work has not been completed and there has been no discussion on a path forward to complete this work. Due to delays in addressing this issue, ************** and Air Zone will not be able to ensure the system will operate correctly until summer of ****. While there may be a day or two throughout the winter that the ** system will be used, the temperatures (attic space, house, and outdoors) will not be consistent to showcase adequate duration of system functionality. 
  

  Additionally, ************** has requested that Air Zone pay for any and all fees associated with mitigation and repair of the damage to ************** property, including mold remediation, drywall repairs, insulation replacement, painting, and other damages. To date, these requests have been ignored and the only response related has been from the technicians which have stated that the homeowner can just paint over the water damage. 

  ************** requests that all work be complete to have a properly installed and functioning system. ************** requests that all work, repairs, and labor be insured from 1 year of the last date of repairs as originally outlined in ************** contract (from the date of execution of a properly installed and functioning system). ************** requests all damages incurred to date, and any additional damages incurred until the system is fully and completely functioning be paid for by Air Zone.

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

  Customer Answer

  Date: 12/26/2023

   
  Complaint: 20736623
  
  I am rejecting this response because:

  As previously stated, the County inspection has nothing to do with and no bearing on the functionality of the ** system installed. The County inspection solely ensures that work has been completed to code and ordinances. The issues reported by the inspector were based on the original installation not meeting code requirements and items that needed to be addressed in order to meet county requirements. The outstanding issue of a faulty ** system has not been addressed. Air Zone has informed ************** that they have been coordinating with technical support, but upon contacting technical support, ************** was informed that there was only one recorded correspondence with technical support and Air Zone related to this issue. Upon informing Air Zone of finding this information, Air Zone stated that they were not communicating with technical support because they were useless. ************** has requested finding of technical support from Air Zone but they have ignored all requests and have done nothing to further the proper repair of the underlying issues. 

  Air Zone attempted to address all county requirements noted on the inspection report. ************** had to follow up with Air Zone in order to determine when a final inspection would be scheduled and during that conversation, ************** informed Air Zone that ************** did not believe the work would pass inspection because the technician did not properly address concerns noted in the inspection report since the technician did not bring the inspection report during scheduled repairs and relied upon information provided by ************************ Zone stated that they would not schedule another inspection and that another technician would instead be coming out to fix the issues. 
  Another technician was scheduled to fix the errors noted in the inspection report. Upon completion of this work, a County inspection was scheduled. The County inspector reviewed the work performed by the Technician and yet again failed to pass a final inspection. 
  During the last technician visit. ************** again requested that Air Zone fix the unit (not just the items required to pass code), and pay for all damages incurred including; mold remediation due to leaking unit Air Zone has failed to address since original installation, ceiling damage due to leaking ** unit in both the garage and bathroom, and repair damage caused by moving the improperly installed drain line. 
  Air Zone has ignored all these requests and not acknowledged in any fashion that they will be addressing issues they have caused with improper installation and timely response to fix a faulty unit that was under warranty during the time of notification of the issues. 
  In addition to these issues, ************** is now having to fix the additional ** unit that operates the upstairs zone because it has been operating to keep the entire house at a reasonable temperature. Due to Air Zones negligence, this unit has been taxed and is now needing repairs. ************** requests all damages incurred be mitigated and paid for by Air Zone until the underlying issue is resolved.

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

  Business Response

  Date: 04/25/2025

  Attached is the proof permit was closed in 2023.

• Initial Complaint

  Date:09/06/2023

  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 8/3/23 ****** came out from Air Zone to our home and did a Duct Test. We knew we had a leak in one bedroom and wanted to get it fixed. *********** recommended that we use their contractor (Air Zone) and then we would qualify for rebates on having the Duct Test and any Duct work fixed that Air Zone recommends. ****** confirmed that we needed a new duct for one bedroom and also recommended sealing some other areas. He told my husband that he did not have the right size duct work to complete the job that day but we could call Air Zone and set up a date. He left us with an estimate of ****** to complete the work. After ****** left I called that day to set up the appointment and the soonest appointment they had was for 8/21/23. ****** came back out and completed the work. After he had completed the work he gave my husband the new quote with an additional $100 "trip fee". My husband paid him with a check. The following day (Aug 22nd) I called Air Zone to inquire about the additional "trip fee". I spoke to the Project Manager and he said that we were charged that because we chose not to have the work completed on 8/3/23. I explained that was not the case and that we were eager to have the work done. He argued with me and then said I could speak to the General Manager *****. He said ***** would call me within 48 hrs. I did not receive a call and called again the following week (8/31/23) and again spoke to the Project Manager who answered the phone. He said he would leave ***** another message. I never did hear back from anyone.

  Business Response

  Date: 09/08/2023

  I am sorry for you frustration and concerns. I can assure you that we are very thorough with all *********** customers. This had been our standard practice since being involved in the program since 2016. The 2 people present both times were your Husband and our tech Oscaly. Your husband could have inquired into this before writing the check for the additional $100 charge. We really do not know what was discussed between your husband and ******. Your husband did not and has not argued what  he discussed and agreed upon with Oscaly that day or even today. The price was writing and signed off on the *********** invoice and our invoice. I am sorry that you feel like this was unjust, but nothign was hidden or deceived from your husband.

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20556171
  
  I am rejecting this response because:

  I spoke with ***** on 9/8/23 at approximately 4pm. It appeared he only contacted because he was upset about the BBB complaint . He was much more polite then the Service Manager on the phone but still unprofessional, telling me your husband should grow a pair.In response to why my husband paid ****** and did not have him call the manager at that moment to enquire more about the ****** extra he added on after completing the work. I called to set up the appointment for them to come out based on the quote he had given us that first day which did not include a $****** trip fee.He offered to try to get approval to split the difference and give us $50.00 back. I told him that I do not agree with that because our original quote did not include the $****** and it is about the principal of the situation. ***** said he had no knowledge of there being a quote that did not include the $****** trip fee. I asked him if he had looked at what I sent to the BBB in my complaint. He had not and he requested I send him a copy of the 2 quotes I received. I did email them to him immediately to *************************** as he requested. My husband and I are both the homeowners of this house and as shown in the check they received; both of our names are on the checking account that paid them. 

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

• Initial Complaint

  Date:08/28/2023

  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.

  Air Zone Air conditioning is ripping people off and their employees lie to customers!!! First American Home Warranty has received multiple complaints about this contractor and they continue to do business with them.Our warranty company set up this repair request. The technician arrives and checks it out, locates the problem and proceeds to tell my husband we need a deep cleaning of the coil and blower because they are full of mold. Keep in mind the system had routine maintenance and a cleaning done 03/23. He advises that if he puts in this repair they will deny it after they see the pictures of the mold. I say ok well have the maintenance company come back and clean. He says well if I leave here I have to notify the warranty company that it is dirty now. Itll be $1986 to clean it because I have to pull it all out and acid wash it and put it all back together.I say no that price is crazy it shouldnt cost that much. Long story short we agree to $700, but I still thought I was being taken advantage of. He gets to work. About 30 minutes later he says hes done and that he submitted the photos and our claim was approved. I ask for a copy of the before and after photos, ** told he will email it with the receipt.I have yet to receive this email.In the middle of the night, still unsettled I decide to check my cameras. He never once removed anything from our house to deep clean it. He goes in and out with Lysol wipes, THATS IT!I call as soon as theyre open to speak with the manager, I explain it all and the video proof. He doesnt ask me to send it over or anything says he will speak with the service manager and call me back.He calls back and says they are giving me a full refund (which we received). He also apologizes. This should have never happened why are they doing shady business?!?! If I hadnt had cameras to check I would have been out $700 and none the wiser.

  Business Response

  Date: 08/31/2023

  I am sorry you feel this way and we did not challenge the fact that you have cameras. We spoke with the tech who sated differently and the wipes were for the outside of your housing to clean the cabinets. The inside was allegedly cleaned and sterilized. This is a prime example of why we always advise customers to be present during any service call to their property. However, it does not make it right for what the tech allegedly did to try and cheat the system or customer. This tech has been reprimanded and its documented in his file. I assure you this complaint has been printed out and will be an example of what is not accepted here within our company. We apologize for the experience you received and are  making major strides to remedy potential future situations.

• Initial Complaint

  Date:08/21/2023

  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 May 23, 2023 an Air Zone technician came to fix ** as a contractor through Choice Home Warranty. it was diagnosed as a freon leakage. ** was not working since the weekend. The technician stated that in order for the Choice Home warranty policy to pay for the diagnosed freon leakage it was mandatory that I have the handler cleaned. He said that he was giving me the Ultra violet light for free for the cleaning service. He charged me $1498.00 for the cleaning and the Ultra violet light even he though he stated it was no charge. I believe the cost of the service was more than what it shouldve been and that I got ripped off. In fact, 1 month later the ** again stopped working and I called a different ** company. The new ** company said that Air Zone did not fix the real problem, a capacitor went bad and replaced for $275 total. I was told by another ** company, after sending the invoice for him to look over, said that Air Zone really did scam me for this said service. He told me that the ** light are only $300 and in place cleaning is only $150. but shouldnt be more than $500.It appears that this service that they charged me was probably about $500 or more than what this service should have been charged to me. I also plan to complain to the ******* *********************** as well.

  Business Response

  Date: 09/08/2023

  it sounds like our tech fixe the issue at the time of his service, because the system worked when he left. There are many different components inside the ** system, so it not un common for an additional part to fail , certainly not a capacitor. This can be caused by strain from start up of system, power surge etc.... Secondly, this companies comments or pricing is completely false and irrelevant, because all degrees of cleanings vary. All pricing varies. They can say anything after the fact to make themselves look good. I can 100% most certainly stand behind our pricing for services rendered and assure you no legitimate company licensed and insured is even close to $300 for UV sterilizers installed. I'm terribly sorry for your experience and mis guided information you received. 

• Initial Complaint

  Date:07/28/2023

  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.

  Date 6/29/23 Air Zone was to provide and air conditioning unit for $6,735.00. Air Zone failed to provide this service.The a/c did not work from day one. They took my a/c unit that worked and replaced it with one that does not work. I called Air Zone to ************ conditioning coils. They recommended I replace my whole unit.They installed the unit on Thurs. June 29, 2023. I called them the Friday the following morning because the unit was not working the temperature in my home was over 80 degrees. I was told that they do not have anyone to send out. I asked if they can send someone out on Saturday, I was told we dont work on Saturdays. Monday, days later the technician came out late, looked at it for about **************************************** a part and left. I called back later in the evening still not working. Called again Wed, was told we will order a part. Technician came out Thursday installed part. I asked him to stay a few minutes to make sure it was working he told me he can't do that. Called again Friday morning still not working. I called again Monday July 10th and I was told we failed to put in the right size unit. Every time I called to inform the company the unit was not working I was given a different reason: -give the thermostat time to catch up - you have that appliance on that is causing it to be hot - might need freon - might need a part - you have to many windows - we put the wrong size unit in your home for your square footage It is July in ******* with temperatures in the 90s and unbearable living conditions due to Air Zone's failure to provide the service it had promised. I had to have another company come out and install a whole new unit, which is working fine. I would like the company to return the money, they took for services they did not provide. Cancel the loan with the finance company or Repay them, Refund the money I paid to them by check that was cashed the day after they came out for installation.

  Business Response

  Date: 07/28/2023

  We showed up to perform a cleaning on this customers 1.5 ton system. She decided that day to have a new unit installed, opposed to cleaning. We installed a new unit after a few complaints of the system not keeping up and adjusting what we believed to be a TXV issue, we determined the condenser was undersized.  after a few visits to her property, by field manager and general manager we realized the 2 ton AHU we installed was matched up to a 1.5 ton condenser and the home required a 2 ton condenser outside. We inspected all here surrounding neighbors in this condo complex and they all had 1.5 tons or 2 ton units for upstairs. We called and tried to explain this tot he customer that we would be more then happy to swap out the condensers (easy fix). She was un responsive and hung up on our field manager. She would not respond to us. We emailed her informing her per ******* Statue Chapter 558 regarding "Construction Defects and right to such defect", we have 45 days to correct the issue. we explained that we had an open permit with the county as well. After a few emails and phone calls over the next few days, we never heard from the customer. We received a email after hours on a Thursday, that she chose to have another company remove her system an install another system. She also said they left her new unit outside on the street. when we had a chance to read this email late morning Friday, we called the county and in fact another permit was opened, so we voided ours, so that we were not responsible for the install. Its unfortunate this customer took it upon herself to have another AC company remove her new system and leave it road side and install anew system again. Unfortunately, Air Zone has not done anything wrong and at no time authorized another company to remove her system on our behalf. 

  Customer Answer

  Date: 07/30/2023

   
  Complaint: 20381767
  
  I am rejecting this response because:  Air Zone was responsible for providing an air conditioner unit in proper working condition June 29th, 2023. They took my working a/c unit out and replaced it with one that did not work then took money for providing this service.  Air Zone's failure to take responsibility, refusal to refund the money, and their blatant callousness in their response in NOT acceptable. 

  Additionally, I will not respond to the companies lies in their response to the BBB at this time. 

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

• Initial Complaint

  Date:05/19/2023

  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.

  Air conditioner was installed on 5/18/22, 1 yr ago today and when we called for service because the unit is not staying cool, **** the office manager stated that they do not have any employees to work on our unit. They over charged ** $1831.25 and refused to give the correct amount to service finance. We are paying for $7325.00 for an air-conditioner that doesn't work properly. The final bill that we have states that we only owed $5493.75 and service finance was given a total of $7325.00. **** the office manager will not work with ** to get this problem fixed.

  Business Response

  Date: 06/02/2023

  This customer is upset because she feels she should receive more then a 1 year labor warranty. This install passed county inspection last year. I am sorry this customer will Never be happy, but between speaking with **************** and her partner their is no understanding and a clear communication disconnect. I went over this billing situation last year. The customer was confused by Total, Deposit and Balance due. With regards to her feeling like she over paid, what grounds is she basing this off of???? other estimates???? She kept thinking we were over charging her at the time of the proposal and the install. Unfortunately from a year ago until today, she has been rude, nasty, and threaten to slander or company all around town. It's unfortunate, but we cannot make everyone happy and we not longer choose to ha any communication with this customer on this matter. It mind blowing the BBB is even allowing something so frivolous to be posted on the ground she feels a PERMITTD install from over a year ago was over charged. OPINION based with no GROUNDS!

• Initial Complaint

  Date:12/29/2022

  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 Dec. 24th 2022 we had no heat in my home. I called American Home Warranty for no heat and they connected ************* Around 4 P.M. I received a call from Air Zone telling me that they would have a tech. come on Monday Dec. 26th 2022 Between 12 - 4 p.m. . around 2 p.m. the tech. arrived was here for like 15 mins. and said it was fixed and left. About 20 mins. later the house was getting colder. I called Air Zone back and 30 mins. later the tech. can back checked out the system and told me everything was fine. I called Air Zone about an hour later telling them I still had no heat and they said they will send someone back the next day. I couldn't wait so I called another company and they came right over and fixed the issue. So I would like the $85.00 service charge that I payed to American Home Warranty refunded.

  Business Response

  Date: 01/12/2023

  This was an insurance claim, so it is completely normal for a claim coming in on a Friday afternoon to be scheduled for Monday. Especially during the off season. We were with in our guidelines per the policy. However with that being said, upon arrival my tech found that the thermostat switch on the back side was set for a GAS furnace and not and electric heater. We switch the plug around and the system came on and started heating. When we returned the same day as a call back, my tech stated the heat was working. To swap a switch on a thermostat does not take long. The customer complain about paying his $85 deductible because he claims we installed the thermostat earlier that year. I have looked and have no records of replacing a thermostat for this customer. Further more, when he called back stating it was not working once again, we arranged for a senior tech to stop out the following day to help resolve the situation in hopes of putting this to rest and getting the customer satisficed. It is not in our interest to run go back or send leads as insurance is not paying us for additional go backs/recalls. With the cost of things these days, we make our best effort to get it fixed the first time. I ma sorry you chose to have a company come out that evening and not allowing our senior tech to make his visit the following morning. I would ask that you upload any supporting documents showing where we installed a thermostat so I can consider if any refund is justified. I also ask that you please upload any supporting documents showing what this outside network vendor stated was the issue. I look forward to a follow up sir.

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18650307
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Heres a copy of the credit card statement showing a charge for $3095.00 from January 25, 2022 this was for the evaporator coil and the thermostat that you installed. And the heat wasnt working when your technician left and it wasnt the gas switch either. The thermostat was wired wrong the orange wire was on the * terminal and the white wire was on the O/B terminal 

  Business Response

  Date: 04/25/2025

  
  I cant speak to what the unit was doing at the time of service or when he returned. However, being backed by the warranty company we would not leave unless it was working at that time. Furthermore, once they pay the co-pay 1x they are always entitled to have a different vendor out thought he insurance company without paying another deductible. However, if refunding the customer $85 would be sufficient I would be happy to do so to put this to rest.
  
  

• Initial Complaint

  Date:12/19/2022

  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 10/9/2022 I had a maintenance check per the policy I bought. There was no problem with the ** unit which was only 1 year old. After ***** did the maintenance check the unit wasnt working. ***** was sloppy and was working haphazardly doing the inspection. I notice he was just not taking all the bolts and bending panel and just looking in the air exchanger. When he worked on the compressor I noticed him just pulling and ******* through the job. When I called them they sent another tech out and he inspected the ** unit and **** said ***** left valves open and most of the Freon had leaked out. Again the ** unit wasnt cooling. So they sent another tech out who said it was a warranty part that was leaking and they said the part was covered under warranty but the labor and ***** wasnt included and charged me $1495 . When the new tech came out he didnt even know the part had to be replaced. It surely appear ***** initially damaged the 1 year old Trane ** unit and scammed me out of $1495. Especially since there was no problem at all with the unit. And they charged me for $129 to renew their Maintenance Policy. I feel taken and used and this company should be investigated. Im retired and I feel they took advantage of me and how many other people they have scammed.

  Business Response

  Date: 12/27/2022

  We have had a great 2 year relationship so I am sorry to hear of your complaints for the first time through the BBB. I am confident we could have worked this out over a phone call with myself the general manager *****. The part you claim we sabotaged is a strong accusation and cant just be manipulated. As a an experienced technician myself, there are a handful of discrete ***s such sabotage could be done, if one wanted. This  tech a great track record over he last 4 years with us and in jo *** has the capacity to cause the alleged damage you claim. *** valves are metering devices with a magnetic mechanism inside that meter the flow of freon. No *** he can cause this internal part to be defective. Thus being why *** thought the system was low on freon, during his follow up to maintenance. *** are a common failure in units (all brands). Furthermore we send alternative techs out to simply hold one another accountable. Again, I wish you would have reach out for myself prior to posting the review in hopes we could have remedy your frustrations. Here is the history with servicing your ac system.

   

  11/3/20-you purchased a new Trane system from us

  6/22/21-we performed a free 6 month check out post install 

  5/3/22- you purchased a 1 year maintenance policy with us and received your first maintenance. We also replaced your burned out UV bulb

  10/19/22- you received your 2nd maintenance and renewed your plan with us. 

  10/25/22- we sent a different tech out to assess why it wasn't cooling well. It appeared to be the freon was slightly off. We assumed the shradder valves could have bled when we removed the gauges at the maintenance. We balanced with no charged to you. 

  11/3/22-we sent a 3rd technician out to inspect the situation and he determined the *** (metering device) was defective causing the freon imbalance. You had options when choosing this repair, but in no *** did we cause this issue. 

   

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18608669
  
  I am rejecting this response because: I find it very odd that I had absolutely no problems with the system. To have a sudden issue after a tech has worked on the system and the following techs admitted it was a sloppy job and things were left loose, and everyone had a different story. Even when the tech came out he said I didn't even know that part had to be replaced but I'll replace it anyway. Come on lets be real. Its an old time scam on the elderly who don't know and its easy to pull the wool over their eyes. I have taken this complaint to the state and am know looking at legal action. Companies like this should have their licenses revoked! 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/06/2022

  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 November 25th, 2022 I contacted Air Zone conditioning and Heating for a/c repair as my unit was running but not cooling my home. A tech was sent to my home and arrived at 1:04pm. At 1:17pm I received a call from the technician stating the nature of the job, the amount of time the job would take, and the total amount of the repair. After further research about the repair completed and typical price of repair I found I was charged more than double a reasonable rate. The technician replaced the starter kit he stated that it was an extensive job that takes three or more so hours as it involves rewiring the unit. I approved the repair cost thinking I was being given an honest quote for time and services rendered. The technician called me at 1:38pm to notify me the repair was complete. I have since reached out the the company asking to speak to a manager. I have not been contacted by phone. The initial service charge of $89.00 was refunded to me and a receipt sent to my email. I called again requesting for my call to be returned. I left a private review through their email feedback and received a response that the transaction stating they are sorry I feel I was taken advantage of and that the only mistake found with my invoice was that my service fee wasn't applied and deducted for the overall cost of the repair.

  Business Response

  Date: 12/22/2022

  It's unfortunate that we must defend ourself on a situation where this home owner was not present. The over all time longer then she is stating, we have GPS reports on the truck. However this is irrelevant. She is basing the over all pricing off her nephew who used to work for us and was out of town. She further had her father call our office to make his claim about how much the parts cost. I had been out of the office for a week and then returned to 4 messages. 2 from her, 1 from her father and a text from our former employee, all demanding money back, stating we over charged etc.... At this point I chose to not call any of them back, and politely responded via text to the former employee to relay the message. The amount of money she feels she should have paid, would make a phone call irrelevant. The amount she wants to pay would cover the the cost of labor, truck, insurance coverage, parts and a 90 days ******* ship guarantee. Yes, my office manger refunded the $89 because it was supposed to be included in the 1st of 4 repairs. This customer had her drain line cleaned out, just over 2 lbs of freon added to her unit, a dual capacitor and a hard start assist all put onto her unit. Unfortunately, we can not operate at her nephews rate 9side work), nor can we operate at a sefl employed 1 man operations rate. I do know with industry that our rates are in line with other companies running a business of our size. 

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18526844
  
  I am rejecting this response because:

  I have done the research to get quotes from other reputable companies not handyman services with prices ranging from $350-$425. I was never requesting a full refund but an inspection of the job completed in comparison to the price charged. Originally your technician stated it was going to be a 3 plus hour job. My initial thoughts were parts probably cost 200, labor 200 an hour sounds fair, then I get the call from the technician that the job was completed less than 30 minutes later. Although I was not on site I have phone call logs along with my ring doorbell to timestamp the repair for me. Two days following the repair my ac quit working with the same issue. Of course after everything that went on with the first service call I didnt feel comfortable calling airzone back out to check the repair. The unit had a leak in the line again another repair bill. I will gladly send additional information for your review. I still insist that I was over charged for services rendered by your company and will continue to try and settle this dispute without further intervention. However I will take further steps to prevent this mistrust from happening to other customers. 
  
  
  Sincerely,
  
  ***************************