Complaints

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

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  Avalon Air Conditioning & Heating

  1001 N Davis Hwy Pensacola, FL 32501-3249

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  Avalon Air Conditioning & Heating

  6668 Delhi Dr Milton, FL 32583-3319

• 

  Avalon Air Conditioning & Heating

  5745 San Juan St Milton, FL 32583-5882

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:01/10/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  
  
  Complaint: 21113818
  
  
  
  I am rejecting this response because:

  It is not accurate and somewhat untrue,  although Avalon Heat and Air replaced the first evaporator coil after leaving me to plead with Trane consumer relations for assistance.  Avalon Heat and Air attempted to get me to lie to consumer relations and claim I was being charged more than they were actually going to charge me in an attempt to collect from both me and Trane.  I didn't do this and expressed my concern to the consumer relations which is why they insisted that they would compensate Avalon Heat and Air only if they agreed not to charge me.  During the time that I was working with Trane Consumer relations Avalon was not assisting in any way and  DID NOT replace the refrigerant in our system other than the first time. We were not even running the unit until it was repaired so that is just a lie.
  When the Compressor went out 3 weeks later again they offered no assistance or acknowledged how unusual this many issues with a system barely over 2 yrs old was or why it may be happening. They just presented me with a bill that was for another $1281 but would also include the cost of refrigerant  at $98 a lb and we now know this would likely be another approx $700.
  At this time we decided we needed a 2nd opinion and contacted Peadon Heat and Air to assess the system.  They immediately determined that the entire unit was improperly installed and questioned how it would have ever passed inspection.  We contacted the permit office and found out that Avalon Heat and air never pulled a permit and never had the install inspected.  We have reported this to the code enforcement of Santa Rosa County.  
  The outside unit was supposed to be minimally 16” from the house and is literally almost touching the back of my house.  We are probably lucky this did not catch my home on fire.
  I have pictures and a written diagnosis from said/’ reputable company that I will include with this response.  It is very likely that this improper install is the cause of the many system failures.
  It has also been stated that NONE of the failures were caused by weather which we knew was never the case.  ALL of the 3 failures DID NOT happen during bad weather.  At one point Gregg at Avalon Heat and Air tried to reject responsibility because he says the system was installed before he owned the company but we know nothing about that and he is using the  company name, we called the same number and as many times as his people were at my house surely they should have noticed and addressed the improper install of the unit and realized it was likely the cause of the problems.
  Let me also say I never “rebuked Avalon Air or made any threats”  what I did do was call Gregg and simply asked “are you going to do right by your customers and either refund the money we paid for the unit or just replace it with what we paid for a working reliable unit”  He made it clear that as he had done all along he would do nothing to help us.  It is at that point that I TOLD HIM I no longer trusted his company to fix the unit and I wanted it replaced.  I now know that a repair is not even possible and the system has to be replaced and yet Gregg would have put another compressor in at my expense, no other company would be willing to do that after seeing the condition of the system all together but he would have.  At this point I am having to have the system replaced and in today's market it will be about $12000.  We are a retired couple on a fixed income. This has been and is a financial hardship on us that should have never happened.
  It is still my hope that through this communication with the BBB that Avalon Heat and Air can still do the right thing and refund us the cost of the faulty/improperly installed system and repair costs that are now for nothing.  Other than that we are left with no recourse but seek council surely anyone would see that we have been taken advantage of at this point.
  
  
  
  
  Sincerely,
  
  
  
  ****** *********

  onents of the air conditioner. I have pleaded with help from both the seller and the manufacturer with no success so far. I'm asking for this system to be completely replaced or a full refund of the original amount I paid for the system And the repair costs As of this morning I have not heard back from either the company or the manufacturer.
  We are retired and live on a fixed income, this faulty AC system has become a significant financial burden on us (we have not even finished paying for the repair from last month) we are truly afraid to put any additional money into repairs because we can not afford for this faulty system to continue failing and costing nearly $2000.00 everytime. This third repair would be the equivalent of almost $6,000 spent repairing the system that was just under $8,000 to begin with. I truly hope there is something that can be done to help us, we are at the end of our patience (and savings) at this point.
  
  Thank you for your assistance,
  ****** ********* *** *** ****

  Business Response

  Date: 01/12/2024

  ****** ********* did buy an American Standard (Trane) system
  from Avalon Air, on May 11,2021.  That system
  comes with a 10-year part warranty (which does NOT include refrigerant) and a 1-year
  labor warranty.  On December 3, 2022, we
  received a call from Mrs. *********, stating her unit was not cooling and we responded
  accordingly.  Our technician found a leak
  on the bottom right side of the coil.  At
  this point the labor warranty had expired by 6 months, 3 weeks and 1 day.  That job should have cost $ 1, 479.00, of
  which, Mrs. ********* paid nothing.  We
  accepted a payment from Trane/Climatic in the amount of $484.50 and wrote off
  the balance ($994.50), instead of passing it on to Mrs. *********. While
  working with Trane to get her compensation for the coil we went out twice to recharge
  her system, once again not charging her for refrigerant.
  On November 28, 2023, we once again received a call from
  Mrs. *********, this time was a no heat call. 
  We dispatched a technician, and once again a leak was found in the coil.  A quote was provided in the amount of $1,839.08.
  That quote included the labor, which is no longer under warranty and the
  refrigerant, which is never under warranty. 
  The coil was replaced on December 4, 2023.  We went out again in December to replace a temperature
  sensor and there was no charge for that visit.
  On January 5, 2024, we again received a no heat call, a
  service technician went out and found the compressor had gone bad.  This call was after we had severe thunderstorms
  and heavy lighting in the area.  It is
  worth noting the compressor is in the outdoor unit, while the coils are part of
  the indoor unit.  We submitted a quote to
  Mrs. ********* again, the quote only included labor and was in the amount of
  $1,281.00.  Mrs. ********* accepted the
  quote, asked how soon we could get it done, then called back a couple of days
  later, cancelled the approval, rebuked Avalon Air and threatened Avalon Air
  with a lawsuit.
  The original system was sold to her for $7,580.00, the only
  repaid she paid was $1,839.08, on December 2, 2023.  Further it is worth noting that Mr.& Mrs.
  ********* have not had semiannual maintenance visits performed on their system,
  which is highly encouraged by manufacturers and sometimes can be considered in
  decisions regarding warranties.   While
  we certainly understand her frustration and are sympathetic with the situation,
  we have gone above and beyond to provide them with exceptional and excellent service,
  sometime even losing money in the process. 
  We have a record of every visit, a large file of correspondence
  between both Mrs. *********, Trane and Climatic, trying to resolve this issue
  with the best possible outcome for all parties. 
  We can provide this documentation should you need it for your records.  Due to the recent actions and behavior of Mrs.
  ********* we are no longer able to service her system.