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:07/31/2023

  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 June 2021 I had Gary Air install a new heat pump AC unit. The unit cost $6000. Since the unit was installed I have had to make 7 service calls to the company for various reasons. The unit freezing up, the unit not blowing cold air, the unit just not cooling the house properly. After speaking to several of their technicians and one of the gentleman that work out of the shop(***) I asked what it would take to get this resolved. They sent me a quote for $4400.00. No follow-up made. I asked to escalate this issue to the owner. I spoke to the owner on 7/20 and he advised he would be out to look at the system because he even agreed that was excessive. After he inspected the unit he advised me they put in the wrong unit. It was too big for my home and the duct work I have which is causing all the issues. ****, the owner advised me I needed a 2.5 ton unit not the 3 ton they installed. He then told me he cant get a 2.5 ton because they arent made anymore. Not true I found out. He offered me a 2.5 ton unit that was used. I told him I wasnt comfortable taking something that was 2 years old and in someone elses home. On Friday, 7/28 my unit broke again. Unit just blowing hot air. We turned off the unit about 3:15 pm and 2 messages were left for ****. No response. I called again at 6:00pm. He picked up and advised I should have called the shop for service. He then advised me he has no after hours service. I stressed we needed the air fixed. 85+ degrees in the house with 2 adults and a child. Not resolved Friday and then he phoned me on Saturday advising one if his technicians could come out. I advised someone would be at the house in 2- 3 hours to let them in. After waiting 2 hours for someone to arrive I phoned **** again. He said none of his technicians could come out. We went all weekend with no AC. When I urged him to get someone out he suggested I call another company. Im completely disgusted in this company and need a resolution. At this point I want a refund.

  Business Response

  Date: 08/23/2023

  This complaint has been settled by the company at no charge to the customer. A new unit was installed the same day this complaint was filed. 

  Customer Answer

  Date: 08/26/2023

   
  Complaint: 20397866
  
  I am rejecting this response because:
  Although Gary Air installed a new unit, after they admitted they installed the wrong unit 2 years ago and 7 service calls later, I am utterly disgusted in their customer service and lack of care and concern for a customer. The unit broke down on. Friday morningNo AC in the temps of 90 degrees plus and the response I got. And I quote Maybe you need to call another company.  This was after I was promised someone would be out on Saturday to look at the unit. My family went 3 days with no air. I just want anyone else who is considering using this company to think twice. This was the response from the owner. Unbelievable. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/19/2023

  First of all we did not install the wrong unit in the beginning. We replaced the unit that was there with the same size as the one we took out. Also the unit is equipped with a damper system. After going out there the only thing to do was the right thing. We replaced the unit with the right size one which was smaller that the system we originally put in. However the original complaint was that the damper system was faulty causing excess water build up. We gave a price to repair it which the homeowner rejected our offer to repair/replace the damper system and duct work. 

  We do not offer 24 hour emergency service. All of our technicians had plans on that Saturday so getting someone out there was not possible. I did tell the homeowner to call one of our competitors to see if they could get someone to help them. It was the best I could offer. 

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20397866
  
  I am rejecting this response because:
  Gary Air is an incompetent company and should have and needs to recognize their errors. Why offer to install a new unit if the company didnt make poor judgment in the beginning. The quote that they provided was outrageous. Over $4000.00 to replace ductwork???  I asked 3 other homeowners in my complex if they have ever needed new ductwork and none of them have. Same type home. I have also consulted with 2 other reputable HVAC companies that have laughed at the quote I was provided by Gary Air. Let the record reflect this company handled my entire situation wrong and has ZERO customer service skills. 
  At this point I just want others to know how displeased I am and have been over the course of 2 years. I just hope no other person has to go through what me and my family have dealt with with this company. 
  Sincerely,
  
  ***********************