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:11/21/2022

  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.

  Had AC installed 2 months ago. Told then that it would all be done with 48 hrs. *** and installed AC in timely manner but then told they did not have the part for the furnace. Contacted 2 months later about them getting the part and set up installation time. They did not show and the second time they set up a time I was told I was the first stop of the day and still took 3 hours to show.

  Business Response

  Date: 12/07/2022

  This has noting to do with us not wanting to install the part, the issue lied with the manufacture not having the conversion kit for this furnace. This customer uses propane and not natural gas, so the device was not available and needed to be produced by the manufacture. We clearly went over this prior to ever selling the system and installing the system. We were told 6-8 weeks out and had plenty of time prior to the winter time. Unfortunately this was a delay on the manufacture and completely out of our control. We are in ** and its unfortunate we had unusual cold front hit us early this year for a few nights. We since received the part and installed. With regards to being behind a estimated schedule we apologies for the delay. I can only assume their was a delay with the previous call etc.... 

   

  I am sorry to see you had to take the complaint to this level, as this can be detrimental to a business. However, I'm glad to see this situation has been taking care of. 

• Initial Complaint

  Date:10/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  This company was the absolute worst to deal with. We were at the mercy of our home warranty company assigning a contractor to work on our unit and they completely destroyed our unit. Here is how all of this went. June 2021 our A/C was not working so we called our ********************* "First American" and they sent out Air Zone to work on our unit. The guy that came out told me and my wife at that time that our compressor needed to be replaced and tried to sell us on a new unit. I informed the guy at that time that we did not have the money to purchase a new unit and that is why we went with a home warranty company incase something like this happened. He said we would continue to have issues, but they were able to get it up and running after almost 2 weeks of waiting for parts. Then the funny thing is when I called to check on the shipment of the compressor they told me they hadn't received it when I called the tracking company and I told them they confirmed that "****" signed for it. The person I spoke with at that time was **** and he said oh yeah I did get it when I gave him the tracking number, but he knew I had been calling about it because we were without A/C for almost 2 weeks in the middle of summer. Jan 2022 our A/C stopped working again so we called First American and they sent out none other than "Air Zone". Air Zone came out and said the compressor died again and that we needed a new compressor. Come to find out they installed a 3 ton compressor in June 2021 in our 5 ton unit. How do you not know the correct size compressor to install? This time we were without heat in some cold months with my wife pregnant with twins at the time of 6 months. It took about 1-2 weeks for them to fix this and get the correct size compressor. See document attached "Air Zone" for complete list.

  Business Response

  Date: 10/21/2022

  Unfortunately when dealing with insurance companies the order process can be a little lengthy, especially with the equipment shortages we had faced in 2021. Recommended a upgrade credit on a 14 year old unit in the condition yours was in, is a completely justifiable. With regards to the order being in or not checked in, I can speak to over a year ago, however we tell all insurance claims with major component **** business days, however to the state of the economics and manufacturing shortages in 2021 we were informing customer potentially longer wait time. With regards to the compressor being undersized, its a simple mistake. We did not cross reference what the warranty company shipped to your model number, HONEST MISTAKE! However, this will not do anything other then provide less cooling to the home. We did remedy this when we found out is was undersized and went bad. However, this was probably more along the lines caused by the bent fins. With regards tot he other failures reversing valve etc... we are working on a machine in average to poor conditions 14 years old, so multiple failures are common. ******** standard is 10 years. I am sorry you went through what you did and hope that you found a valuable solution to all of this.  

   

  Either regards to what the independent company claims. They walk into a home with a unit in this condition w/the concerns and multiple failures you have, they are only going to give you 1 options replacement. We offer you this opting with a Home Warranty upgrade credit "discount" which was refused. Completely understandable, however our obligation through insurance is to repair the defective part, not replace because its old old.

   

  - Reversing valve and compressor not installed correctly **what was not installed correctly?
  - Condenser fins folded in restricting air in multiple spots **This was a pre existing condition, not normal wear and tear. Part of why we recommended a upgrade option as opposed to a repair through home warranty
  - all bolts missing from mounting legs in compressor **This is alleged, but it is not un common to leave a few of the shipping bolts out, when replacing units in older compressors.
  - bad braze joints on reversing valve **What does this mean, completely irrelevant. it wont look like a factory style weld, freon wasn't leaking so the connections were sealed
  - sensing bulb mounted wrong and not insulated **sensing bulb has to do with the inside *** metering device. This is completely irrelevant to our repair outside. 
  - all caps missing from service ports **if this was done, then we apologies, but once again, completely irrelevant to the systems operation. The system was not low on freon. This is just cap like you put on a bike tire.
  - air handler disconnect safety hazard left dangling in the attic **We were not servicing the *** in the attic. This would have been pre existing. However, the electrical disconnect would fall under yoru electrical portion of the contract. 

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18181175
  
  I am rejecting this response because:

  In our Home Warranty Contract it states: 

  If Company Determines that a package unit or the condenser of a central air conditioning or heat pump split system must be replaced, company will replace the unit with a unit that meets current federal, state or local governement efficiency standards. 

  - The Home Warranty said they go off of what you recommend and you recommended to us that it needed to be replaced because we would continue to have issues. If you would have recommended that to the ********************* they would have replaced it, but you told me on the phone that you don't ever recommend replacing the unit to the ********************* (is it because you get calls to continuously go out and repair so more work for you?). You told us the unit needed to be replaced and it should have been told to the ********************* and not just offered a credit where you try to get us to spend 10k on a unit which we did not have. The ********************* thankfully took care of it and replaced the entire unit because it is in our contract that they would do that if it was recommended. The Home Warranty sent another contractor out and they would not even touch it because they saw the repairs that were done. When you guys replaced the reversing valve how does the system stop working 2 days after that and we don't have any freon in there? It is because the job was horrible which I sent pictures to the home warranty company showing. 

  - Reversing valve and compressor not installed correctly **what was not installed correctly? The system did not work 2 days after you did the repair, so you tell me because I am not an A/C person, that is why I hired a second company to come out and look at the work because I lost all my trust in your company. The Home Warranty has all the photos and they decided to replace our entire unit, so they did a review of the work on their end. 

  - Condenser fins folded in restricting air in multiple spots **This was a pre existing condition, not normal wear and tear. Part of why we recommended a upgrade option as opposed to a repair through home warranty.

  
  - all bolts missing from mounting legs in compressor **This is alleged, but it is not un common to leave a few of the shipping bolts out, when replacing units in older compressors. This is not alleged, as I took photos when it was pointed out to me and sent it to the home warranty company, so they have photos of it as well. I even asked one of your guys that came out here if that is common to not have any bolts in it and he said it was, but every other company tells me that it is not right and that the compressor should be bolted so it doesn't shake around because it could loosen things up....once again put trust in your company to do the repair right because that is who our home warranty company sent out and you failed to repair it correctly. 

  - bad braze joints on reversing valve **What does this mean, completely irrelevant. it wont look like a factory style weld, ***** wasn't leaking so the connections were sealed. Two days after you guys did the repair the system stopped working, so obviously it was not done correctly. Photos are with the home warranty company if you would like to get them. 

  - sensing bulb mounted wrong and not insulated **sensing bulb has to do with the inside *** metering device. This is completely irrelevant to our repair outside. You guys went into the attic and this was never mentioned to me which it should have been because it needed to be addressed. 

  - all caps missing from service ports **if this was done, then we apologies, but once again, completely irrelevant to the systems operation. The system was not low on freon. This is just cap like you put on a bike tire. The system had no freon 2 days after you did the repair. I sent photos showing the meter that the company that I had come out to check everything pointed out.  

  - air handler disconnect safety hazard left dangling in the attic **We were not servicing the *** in the attic. This would have been pre existing. However, the electrical disconnect would fall under yoru electrical portion of the contract. Once again if this is a safety hazard isn't this something your company should point out and write a report for me to address? You're team did go into the attic so it would have been something that should've been told to us at that time. I put trust in the home warranty company and the company it sends out and you guys did a horrible job all around. 

  Putting the wrong size compressor would burn the compressor out because it would be working harder which you guys said is a mistake, but that is a pretty big mistake because the compressor did burn out after 6 months like you guys said it would do. Once again is this a scheme you guys do to push a home owner to have to pay to upgrade a unit and go through you guys because it was almost to the point that we had to figure out something and its not right because it is in our home warranty that if the unit needs to be replaced they will replace it (which is what ended up happening). 

  I really want to make sure others are aware of this companies tactics so they don't get scammed by them. It is not right what they put us through. 

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

  Business Response

  Date: 10/26/2022

  I understand you not accepting this as a resolution. I was simply trying to go through the events that transpired. We wish you the best as I am afraid there is not agreement to be made. 

  Customer Answer

  Date: 10/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I want to make sure this under the company reviews so that if someone looks this company up, they will know to be careful using them. They ruined our system and put us through a lot of stress and discomfort because of their antics and not repairing the system correctly. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/15/2022

  Type:Billing 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 was called out on 7/2021 under a FIrst American Home Warranty claim due to improper cooling of our home. The company deducted that the unit was perfect and only needed $5k in ductwork to resolve the issue. 1-2 weeks later I spoke to a manager claiming the issue was not resolved in which he responded, "it's ******* everywhere is hot". I informed him of the work they did and he stated call back in a few days, no resolution. Fast forward to almost exactly 1 year, water dripping from unit in attic and air not working. New company informs me the duct work is messed up and has to be replaced. I show them the invoice and repair dated 1 year prior. They inform me to have AirZone come back out. After speaking to AirZone and sending them pictures of poor craftsmanship as well as mold due to ductwork, they claimed the images I shared looked "fine" and "normal". They then stated someone would call me and schedule a technician. I proceeded to have Performance Air come out and perform a full written inspection (attached). They claim the improper installation of the duct work caused static pressure leading to condensation that back flowed into the unit causing mold/mildew buildup as well as damage to the unit. After 3 days in 89 degree temps in the house, the AirZone tech arrives. He claims everything looks fine and he doesn't see any issues. When I asked why then our house was 89 degrees, he stated I should "call the office to schedule a technician to evaluate. I was told to look and not touch anything". I then asked for a write up of everything being "normal" in which they agreed but never provided. I had to proceed with the new installation of a unit from Performance air due to the damages and neglect of AirZone. To this day we still owe a company, AirZone, $4k for work that not only did not last a year, but caused further damage to our unit leading to a replacement. In addition, my wife and I have both been on allergy medication post original installation by AirZone.

  Business Response

  Date: 09/06/2022

  I ma not sure how to proceed, except that, we had a lead tech stop out to go through the system and duct work, to see where we may have potentially made a mistake. My lead showed **************** where the company was making false accusations. **************** had a older unit, so we felt they were trying to pull a fast one and get the customer not only to replace his AC system, but also replace this new duct work. My Lead and Air Zone had ever intentions on fixing any honest mistakes which may have been present from a year previous, but we could not find anything wrong. Our lead went on to test the *** out of vents, and the static at the return which was missing a filter. it appeared to be with in range. We even test the *** out of a few supply vents which was completely normal. The further side of the home was warmed, which is natural. My lead mentioned potentially installing a return on the far side of the home, to helped pull more air from that side. I suspect he is in need of a system replacement, which is why he called this other company out and they were trying to use false sales tactics to get this customer to complete a full change out. Unfortunately, I do not feel there is anything we can do to assist in this matter. 

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17895976
  
  I am rejecting this response because: I am still waiting for the documentation by your lead tech regarding this "visit". I am curious if your lead also noted the damage to the unit from the duct work in this "report". You are correct, I had to receive a new unit after waiting for your team to evaluate due to the damage. Multiple entities agreed that the damage to the unit was caused due to improper installation of the duct work. As you previously stated, "The further side of the house was warmed, which was natural". The home was more then warm, we were sitting in a 90 degree house for four days waiting for your team to evaluate the previous work. We were then promised and denied paperwork from this "evaluation" of your lead. It is also worth noting that all the tests performed were "within range" yet was not working properly due to the damage caused. To me, both previously stated instances seem more suspicious than anything. It is beyond disappointing that your company is recommended by anyone, especially a home warranty company. Since starting this process, which nothing will come of, we have reviewed multiple complaints against ******* and they all have a similar story. I hate that we will continue to make payments to your company only so that we do not hinder our own credit.

  In no way would I have even requested a quote from ******* post the previous work/lack of follow-up post installation of the duct work. That was some of the worst customer experience I have ever witnessed and I hope others do their research prior to agreeing to work just because a Home warranty company sends ******* out. 

  In addition, your lead never mentioned installing a return on the far side of the home, seems this could have been mentioned a year prior instead of performing one of the few fixes outside of a home warranty claim as well as no follow-up post install when I was still having issues.Upon arrival he was rude to my wife and we could tell he did not want to be at our home by any means as was the response by the team upon evaluation of the photos from the damage and scraps left in the attic post duct work install. 

• Initial Complaint

  Date:08/02/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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 7 July 2022, Kevin L. of AirZone serviced our two furnaces under an annual contract executed on 17 January 2022 under invoice XXXXXXXXXX. As he completed the service, he indicated that it was time to change the bulbs in both furnaces. I opined that it seemed to have been done recently. He showed me his records and said it had been two years on the Platinum UV Bulb and one year on the Germicidal bulb. So, I said, "Go ahead."
  On 15 July (I was away on business from 9-14 July) I was reviewing receipts and just happened to see the 17 January 2022 invoice from AirZone (XXXXXXXXXX) and it reflected the replacement of both bulbs for a total of $375. I contacted AirZone and voiced my concern that the changing of the bulbs on 7 July was premature and was based on their recommendation and (erroneous) records.
  Doing the math, I actually had 1.5 years left on the two-year bulb that cost $225 and six months left on the one-year bulb that cost $150. The 1.5 years translates to a $168.75 loss and the six months remaining on the second bulb translates to a $75 loss or a total of $243.75 loss - again, a decision that was based on AirZone's records and recommendation, that were wrong.
  I've called several times and was told it was under investigation and the manager would call me. I also sent them a message to which they never responded.
  Bottom line is I request reimbursement of $243.75, the loss incurred due to the premature changing of bulbs based on AirZone's erroneous records and recommendation.
  We have been doing business with AirZone for several years and have been satisfied with their work. I'm surprised that they don't seem to think they have some responsibility for this mistake.

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 10, 2022/08/24) */
  I just reviewed out notes and had the chance to speak with this technician. He cant recall where he puled the improper notes from. We did switch our processing software over in February, so this may have been the confusion. I do show the bulbs were replaced in January 2022, so you are correct. I noted our new systems to reflect as follows.
  
  ****Clean Comfort Bulb Replacement DUE JULY 2023/2024 & every year after
  
  *****UV Platinum Bulb Replacement DUE July 2024/2026 & every 2 years after
  
  We will be issuing the refund requested and apologies for the honest mistake.
  
  
  Consumer Response /* (2000, 12, 2022/08/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you to Air Zone and BBB