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:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 2 2005 after paying $278.00 for a 3 x service contract. Technician came out to do a 6 month service, always encouraging us to purchase more expensive products. UV lights. Then done his service work, left the air filter outside to dry, and it got crushed. They did replace it after many weeks of complaints. Then this past 3 week, came out to service the unit for it 6 month check and since they technician left the ** doesn't shutoff, it runs constantly. Panel is set at 76 and unit continues to run. I called the office, and it will take another week to come back out, and we were told that the technician will look at it and if it's something different than what he worked on, it's out of our pocket to fix. What technician would say it was his error, of course they will say it's something we did! Not very pleased with this outcome and their service.

  

  Business Response

  Date: 06/04/2025

  Customer's representative has made an observation that fan is running continuously and she wants us to check it out. We of course said we would run a service call to look at the issue. If the issue was because of something we did at the last maintenance visit we would waive dispatch fee and correct problem no charge. We make that promise and commitment all the time with our customer base.  If we find a new issue then of course there is a normal dispatch fee all our customers incur. The individual who wrote this complaint was not in agreement with this contingency and felt whatever the issue was we should correct it for no charge. Our maintenance agreements do not cover service calls other than it does provide some repair discounts if those are necessary.

  We did send a technician out on 5/28/2025 to review her complaint and found that fan was not running continuously, but instead was running for a short period of time after compressor shuts off. It's normal for the fan to continue running for a short period after the compressor shuts off in an air conditioning system. This helps to circulate remaining cool air, prevent mold growth on evaporator coils, and allow the thermostat to accurately sense the temperature. We did not charge this homeowner for this trip on 5/28/2025.

• Initial Complaint

  Date:09/03/2024

  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 8/27 Custom Climate Concepts came to our house to work on our heat pump as the fan would not shut off, kept running constantly. The repair person told us it need a new blower motor .which would cost $552.50, half to be paid that day because it would require the motor to be ordered from the factory. It could be installed on the next day. Included in the price was the membership fee of $99.00. We paid the price the company required including the $99.00. The orginal motor was replaced on 4/7/21, at a cost of $555.00. At that time we inquired about a warranty and we were told there was not warranty. On 8/27/2024 we asked about a warranty and were told there is a 10 year warranty. When the repair person came out on 8/27/2024, and he was finished installing the motor he came into the house to get paid and then he told us the heat strip was broke and he disconnected the heat strip. He also said it would cost us another $400.00. We feel we are due a refund of $99.00 plus the $400.00 for a new heat strip.Sincerely,***** Arms

  

  Business Response

  Date: 09/23/2024

  Custom Climate Concepts is a little confused about the
  complaint.  The numbers are inaccurate,
  and the customer never called our offices with any complaints.  The sequence of events occurred as follows –

  04/08/2021 (under prior ownership) – Custom Climate Concepts
  replaced the blower motor under the manufacturer’s parts warranty at a reduced
  member rate of $397.  The rest of the
  bill was for the dispatch charge and to sign up for the maintenance membership. 

  08/23/2024 (Friday) – Custom Climate Concepts came out and
  diagnosed the bad blower motor.  We
  provided an estimate to replace it under the manufacturer’s parts warranty.  The customer was charged the reduced membership
  dispatch charge of $99 for the visit. 
  The dispatch charge is the agreed upon amount to come out on a service
  call.  This is agreed upon when the call
  is booked.  The customer accepted
  the estimate.  We collected the deposit
  and ordered the motor under the manufacturer's parts warranty. 

  08/27/2024 – (Monday) – Custom Climate Concepts returned and
  replaced the blower motor for the reduced membership price of $552.50.  The part was under the manufacturer’s parts warranty.  At this time, it was discovered that the heat
  strip was bad.  An estimate was provided. 

  09/03/2024 – Mr.  Arms
  called to make an appointment to replace the heat strip.  Custom Climate was able to come out the same
  day and replace it under the manufacturer’s parts warranty.  Custom Climate Concepts waived the dispatch
  charge as a courtesy.  We installed the
  heat strip and collected the reduced membership rate for the heat strip of
  $254.15

  Custom Climate Concepts is unclear what the dispute is
  about.  We have fulfilled everything we
  have promised to Mr. & Mrs. Arms.

  
  

• Initial Complaint

  Date:05/31/2024

  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.

  Purchase the unit in 2019 have been having problems with it at least twice a year since it's been in the the unit cost over $8,000 I have put at least $3,000 in it while still making payments the parts are supposed to be warranty for up to 10 years but a lot of the parts that they have put in or replaced I've had to pay out of pocket for because I have an account with them but I was told if it's not over $1,000 it couldn't be added to the account I had to pay out of pocket called to have it serviced I was told that the technician come out first fix the problem then they can come out and service the unit what purpose is that so I'm paying them to come out and do nothing because the problem is already been fixed they came out today found that there was no air coming through one of the Ducks nothing was done about it instead I was told that one of the parts on the unit went bad and was stuck open that could be replaced that part was under warranty but I would have to pay for the service charge plus the labor which all of this would have came to well over $1,000 again which was have to be paid out of pocket again and the customer service was very rude telling me it's Friday I don't want to argue we can't do anything today anyway just call back to the office and let me know what you want to do by Monday cost me $100 to come out and then left I don't recommend them to anyone because it is a ripoff things that should have already been included when the ** unit was put in I'm now paying for piece by piece I either want them to reimburse me some of my money or completely fix the problem I know the filters have to be changed at least every other month but that wasn't the reason the ** wasn't working that's going to be excuses he wanted to try and give me saw that one of the duct didn't have any air coming out of it that was totally dismissed and focus on something else as a reason for it not working .basically it was you either want the work done or you dont. very rude

  

  Business Response

  Date: 06/04/2024

  We know it is a common misconception that the manufacturer warranty covers 100% of repair costs for 10 years. Rather the ** system has a limited 10-year warranty. The manufacturer has provided replacements parts free of charge but we, the contractor, charge to install the parts. Our labor warranty expired 1 year from the date of installation. The customer is doing the correct thing in changing the filter frequently and has purchased a maintenance membership from us so we clean their system every 6 months. Those are positive things to do but do not completely eliminate unwanted repairs. That is frustrating and we emphathize with the homeowner.  Other things a homeowner can do to extend the life of their ** system include but are not limited to, replacing defective ductwork, cleaning coils, and using UV lights to kill mold growing on the coils. We always provide an estimate to the homeowner to obtain approval before any repair work is initiated. That allows the homeowner adequate time to consider the cost and/or obtain competitive bids from other contractors.

• Initial Complaint

  Date:09/18/2023

  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.

  a/c stop working they send out some one out to work on it he spend 3hr on it and said it needed a part next day they ordered it said it would take 3 days said it would cost **** waited 3 days called them on 3rd day they said the company send it to the wrong place said it would take another 3 days finally came in they sent some one out who worked on it for 3hrs turned on the a/c did not work said it was the wrong part had too order another part had to wait 3 more days part came in came back to install it spent 4hr came in turned on a/c did not work went to find out why after a little bit he open up the a/c unit and found out a peace of insulation blocking the air intake a/c worked so all that time that is what it was paid $**** and stayed in 88 degree heat for 9days asked $500 off they said no they misdiagnosed the problem

  

  Business Response

  Date: 10/19/2023

  This issue has already been resolved with *********************  We issued a refund to him on 9/27/23.  While the error was made by the manufacturer, we resolved things with the customer directly.

• Initial Complaint

  Date:07/25/2023

  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.

  In February 2023, I was sold an air scrubber for my AC unit. There was one already installed by previous owner. Employee told me I really needed a new one - old one was dirty. ***** was $1650 - I said no but eventually technician convinced me I had to have it to ******************. Several weeks later I got very ill - was sick for three months. One upper respiratory tract infection and two sinus infections- two rounds of antibiotics and prednisone. Air scrubbers can cause upper respiratory infections. I requested a refund from company - turned down! Sent certified letter to owner - 6/28 - no response. Talked to company employee multiple times- told nothing would be done. Had other AC firm disconnect air scrubber- Got well after several weeks. Have been told by several other AC firms that I was overcharged by at least double! This was elder abuse and has caused not only illness but severe financial hardship!! Asking to have air scrubber removed and my money refunded. This is first home Ive lived in with central air - I am a widow and knew nothing about AC. Moved to ******* from ******************* mountains. I feel totally taken advantaged of and pressured into this purchase-and oversold and overcharged. Custom Climate Concepts claims to trying to improve their performance and reputation as supposedly they are relatively new owners. Not succeeding with such poor customer service. Every time they come out for routine maintenance, they find something to charge extra for - always attempt to upswell! I am asking for the air scrubber unit to be removed and a full refund given.

  

  Business Response

  Date: 08/28/2023

  Business response taken verbally by BBB:

  We have sent a tech out to look at the air scrubber we installed and found it to be in proper working order. The customer also had 2 other companies out there and confirmed the air scrubber is working properly. When our tech was there we also checked the air ducts and noticed they were dirty and have not been cleaned in some time and offered to clean them but have not yet been hired to perform that service. Dirty ducts may be the cause for this issue as any number of things can grow in dirty ducts and become airborne causing the illnesses she has suffered from. As a goodwill service, we also provided the customer a free UV light to help with keeping the air clean. 

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20360416
  
  I am rejecting this response because:
  Custom Climate Control did not address the request I made to have the air scrubber removed and my money refunded.

  
  The representative that was sent out to inspect the unit initially indicated that the ducts were not dirty. It was not until later in our appointment that he changed his mind and said maybe they were a little dirty. The offer to clean the ducts was totally unaffordable for me after paying $1650 for the air scrubber. A new UV light was installed but I was not informed of the value of the light- there is a broad price range on this item.

  Custom Climate Control also did not address the fact that two other air conditioning companies indicated that I was overcharged for this air scrubber by double the value. I was pressured into buying an item that I didnt need and that caused illness and major financial hardship.

  I continue to request removal and reimbursement for the installation of the air scrubber.

   

   

   

   

   

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

• 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.

  Custom Climate Concepts installed an air container on December 10. 2020. First of all it overpriced for this small mobile home ($6,000). The real problem though is the blower went out on Sept. 2022. The air conditioner wasn't overworked and I change the filter every month. I was charged $600 to have the blower installed. I complained to Custom Climate but they sent me a text to say it was Carrier fault. They claim it was a manufacturing issue.Carrier won't help me either so the customer is screwed with both these business.

  

  Business Response

  Date: 05/22/2023

  On December 10, 2020 this customer entered into an agreement to purchase a 3 ton package unit, a duct sanitization, and a 1 year preventative maintenance plan for $5,821. The signed agreement spelled out a 1 year labor warranty, 10 year parts warranty, 10 year coil warranty and 10 year compressor warranty. Custom Climate installed the equipment on December 10, 2020. On September 19, 2022 we responded to a service call from the customer and identified a failed blower motor. Customer signed (prior to us beginning repair work) an estimate to fix which spelled out "Blower Motor Labor." Estimate clearly indicated "labor" as the part cost was fully covered under warranty.
  Carrier supplied the replacement motor free of charge in compliance with 10 year parts warranty. Custom Climate did charge for labor to replace blower motor as the part failure was outside of one year labor warranty period provided in the signed purchase agreement as it was 648 days, or approximately 1 year and 10 months since the installation.

• Initial Complaint

  Date:01/18/2023

  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.

  Air conditioner service call on 10/10/2022. Was told my blower motor was out and needed replacement. I paid for the service and bought a one year maintenance policy. Later that evening a man came out and proceeded to fix blower motor and after about 45 minutes came into the house and told me our heat strip was broken and needed to be replaced, I asked why the original service man did not tell me that and he simply shrugged. I told him to fix the blower fan so my air would work and I would talk to office. I tried to switch my thermostat to heat and it would not register that I had heat at all. Office sent another service technician out that implied the connection to heat strip was broken and cut and capped off. Company refused to take responsibility and said they would fix at a cost of $280. I told them I would have to decide what I wanted to do and have called twice now with no response.

  

  Business Response

  Date: 11/10/2023

  Our records indicate we replaced the heat strip on February 13, 2023 and there was no charge for this. We should have responded to this complaint more timely and we are sorry for that.  We were out at your home in May of 2023 for your preventative maintenance appointment and that call had no $ charges for it. Your membership expired 9/30/23 and we never were able to do a preventative maintenance visit that your membership allowed you to receive. If you wish to have that preventative maintenance appointment please call us and we will honor that even though the membership expired 9/30/2023. 

  Customer Answer

  Date: 11/10/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/14/2022

  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.

  I called the company that installed a air conditioning in my unit 3 years ago brand new , yesterday 9-13-2022 my air conditioning quit working and I called custom climate concept who installed the unit, they just came out and the technician had to go up on the roof to fix the unit. After about 15 minutes he came back into the unit and gave us the bill which I paid ****** after thinking about it over night and looking at the bill and again I noticed he charged ****** for labor and ****** again for labor to install a dual cap and start the start assist system which is right beside each other which took approximately 30 minutes at the most, and I feel I should have charged only ****** for labor for 30 minutes of work at the most. I feel I was ripped off for ****** I contact custom climate concepts and they said well thats what we charge ****** labor for rash which I feel I was taken advantage of.

  

  Business Response

  Date: 11/10/2023

  Sorry for the late response. Sometimes these complaints get missed and that is our fault. We pulled your paperwork from September of 2022 and you purchased a capacitor and a hard start kit from us during that appointment.  Our pricing is flat rate pricing and we do not charge by the hour. Our pricing covers drive time to your home, time at your home, the cost of the vehicle wear and tear, vehicle insurance and a host of other costs it requires to run this business. We believe our pricing on those items is fair and you did receive those at a 15% discount because you are a member of our maintenance program.