Complaints

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

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A Action Air Conditioning & Heating Co. has 3 locations, listed below.

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  A Action Air Conditioning & Heating Co.

  6720 Johnny Mercer Blvd Savannah, GA 31410-2329

  
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  A Action Air Conditioning & Heating Co.

  7336 Lee Rd Lithia Springs, GA 30122-2847

  
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  A Action Air Conditioning & Heating Co.

  604 W Ward street Douglas, GA 31535

  

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:06/12/2024

  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.

  Date: June 10, 2024 (Monday)
  
  Monday morning I called A Action Air because my air conditioning was not working properly.
  
  The technician did a diagnostics test ($94). He told me that I needed a new capacitor, and he told me that it was "retail value, $358." I know via internet research and confirmed by another contractor that the capacitor only costs $125. The technician told me theirs came with a 5-year warranty. I told him I was not interested in a warranty. He would not offer any other resolution.
  
  I paid $452 for diagnostics and new capacitor. I am in my third trimester of pregnancy, and my health was already in danger after waiting all afternoon for him to come. I paid because in reality I could not go another day in this condition. A Action Air did take an advantage of this situation.
  
  Before the technician left, he told me I needed more refrigerant. He had bottom of the tank refrigerant left that he said he was looking to get rid of, free of charge. However, when he showed me the levels, it was at the proper level, 125. I was confused when he told me before he left that I needed more. He recorded on my invoice that I had marginally low levels and quoted $323 for 2 pounds of R410A. He did not have refrigerant, and he told me that if I wanted it to call and schedule an appointment Tuesday morning.
  
  Tuesday morning I called A Action Air. I asked for a breakdown of the $358 they charged for the capacitor. The secretary told me they do not disclose breakdowns. I can only assume I was unfairly charged for labor that was not performed plus any other fees I did not give consent for.
  
  Lastly, I checked the refrigerant levels myself, and they were perfect. A Action Air had full intention to charge me $323 for refrigerant that I did not need. Note on the invoice, the tech only SAID they were marginally low, but they did not include a photo. Either A) They were going to do nothing and charge me the money anyway or B) Add to much refrigerant and damage my system.

  Customer Answer

  Date: 06/12/2024

  I published a review of my experience on A Action Air. The response from the owner included that they were "waiting for my review." This implies that they were knowledgeable of the situation, and they were not willing to explain. They wanted to dramatically respond rather than explain on the phone what was going on. They made false accusations throughout the review, which provides further evidence of the poor service provided. They acted like they did me a "favor," to the public, but they did not know anything about me prior to them arriving to my home. 

  A) They said I am "lucky" they did not charge me after hours. This is false because I never requested after-hours, and they scheduled me between 1-5 PM. The dispatcher further told me to expect the technician around 3 PM on the phone. He did not arrive until after 5 PM. This isn't "luck" or a "favor." This was a failed commitment, and if he would not have come that would've been further failure of commitment. 

  B) The dispatcher told me that they do not break out their pricing because they don't know how long services may take. That implies that the fee includes an hourly rate times unknown hours that were likely not realistic to the service I received. I understand paying for service and experience, but that can still be explained in an hourly rate. 

  C) The owner that wrote the review, accused me of "harassing" his office people for an invoice of my services and the quote. This is a false accusation. I called once for an "invoice" that was never offered to me by the tech of office personnel. They failed to send it to me so I called again. They said they did not realize how to spell my last name. This is hard to believe as they knew my name from the form I filled out online, and they received $452 from me with my name on it and address. That's two calls. They did not send me my quote so I called one last time and politely asked for the quote. A Action Air had attempted to rip me off, and I wanted the quote for the purpose of this complaint as an attempt to protect future consumers. A Action criticized me for asking for a quote- however, they would not have had trouble charging me the amount. This was 3 calls. The so called, "4th call" was received from A Action Air to try to schedule me, and I told them that I was not working with them anymore. They said I just needed to wait 20 minutes. This was what they said to me after much going back and forth after they originally told me 1-5 PM was the best they could do, then 11 AM -3 PM. 

  D) The owner said that the quote was "worst case scenario" in the review. However, this is not written or implied on the quote, and was not explained by the office personnel or technician at any point. Again, there was documentation of the capacitor I received, but NO photo documentation of the "marginally low refrigerant levels." If I were a consumer that was not present at my home or did not pay attention, there was nothing stopping A Action from taking a complete advantage of me. 

  E) The technician was out of refrigerant and told me to call first thing in the morning to get someone to come out. The owner chastised me for calling "as soon as they opened." As a customer, if a business is answering the phone and open, I have the reasonable expectation that they are prepared for the call and caught up to speed. The owner tried to turn it around on me that I called first thing in the morning, but that was the direction I received from the technician. The owner criticized me publicly for not knowing the office personnel "just walked in,"; however, as a professional, I am prepared for work during work hours. I did not make the assumption that A Action Air is not professional in this manner. I assumed they were prepared during business hours. The office personnel told me I would have to wait until 1-5 PM again, which translated to me as another full day of waiting. I figured this was unfair as I had just paid $452 the previous afternoon, and I did not even receive the full service the technician told me I needed. It seems like poor practice to prioritize new appointments before satisfying prior appointments.

  A Action has taken zero accountability for the situation, especially the attempt to charge me for refrigerant that was unnecessary and would actually only have adverse effects on my equipment. Of course, I am going to post that review to try to protect my neighbors from getting ripped off. The lack of accountability shows in their response to me as they said, "they were waiting for it all day." This furthermore embodies the unprofessionalism of A Action Air and how it treats any consumer that questions them or brings their faults to attention. True professionals can take criticism or questions and answer them with respect and logical reasoning - not wait until a review is written to gaslight a customer of their experience. 

  Business Response

  Date: 06/12/2024

  That this complaint has come through does not surprise me in the least. This lady made it clear that it was her mission to smear our name any way she could, so here we are. It will be much easier to cut and paste the review she left on our ****** ******** page and our response to said review than it would be to hash it all out again.

   

  Customer's ****** *******

  A Action Air will take an advantage of you, and I caught them red-handed lying to me with what seems like the intention to steal from me and/or damage my equipment. DO NOT FALL VICTIM TO THEIR SCHEME. A Action Air charged me $94 for a diagnostic test plus $358 for a capacitor. Capacitor only costs $125 (verified pricing from other contractors and the internet). I asked for a breakdown of other costs, and they refused to give me that. The technician was only at my home for 40 minutes. Being 7 months pregnant in the heat of summer, I had no choice and they knew it. I paid $452 for this. HERE IS THE WORST PART - YOU WON’T HIRE THEM AFTER KNOWING THIS. The technician told me I had low refrigeration levels, and quoted me $323 for refrigerant. He was out of refrigerant so I had to call next day for someone to come out. They were going to make me wait until later in the afternoon although I already waited all day prior and just paid $452, which was way overcharging (easily overcharged $100-$200) I called another contractor to come check my levels, and to top off my refrigerant levels. He arrived, and he showed me on the manifold that my refrigerant levels were perfect. To give me more refrigerant would have adverse effects on my system. I noticed the tech did not take pictures of the “low refrigerant levels” for documentation for my invoice or the quote. I can only assume A Action Air planned to either give me too much refrigerant to damage my system ($323 was for 2 pounds of refrigerant) or they were going to come out and lie to me that they filled and steal $323 from me.

   

  Our Response:

  Let me lead with this... We do not sell parts and time, we provide solutions to our customers' problems for a flat rate. At the end of the day, you pay for our years, not the minutes. I won't even go into the costs of doing business or what it really takes to get someone to your home. Now to respond to your thoughtful and well-written review that I have been anxiously waiting for all day...

  
  
  After going above and beyond to get a technician out to your home same day during a heat wave and NOT charging an after-hours or an emergency service fee BECAUSE of you being 7-months pregnant and wanting to help a new customer, we really appreciate you posting this review.

  
  
  Our technician did, in fact diagnose your system and find a failed capacitor, which he replaced with a high-quality American-Made part that also includes a 5 YEAR WARRANTY against failure. Once he got your system up and running, he continued to run a full diagnostic on your system. He noted that the system was a bit low on refrigerant and quoted you a WORST CASE price, because we would rather use less refrigerant and charge you less and have you be happy instead of what most companies out there will do and quote you a price and then hit you with a higher bill when they're done because they used more than they expected. Or worse, just charge it up without telling you ahead of time and hit you with a bill you weren't expecting at all.
  

  
  Unfortunately, he was out of refrigerant at the end of a long day, and instead of charging you an after-hours return-trip fee, offered to return this morning to finish the job. You approved the quote, paid for the work performed, and he went home.
  

  
  This morning, you called us minutes after our office opened and demanded a technician return immediately. The ladies in the office, at this point, were unaware of the situation and what the tech had told you last night because they quite literally had only walked in the door 2 minutes before you called. Their immediate reaction was to get you on the schedule wherever they could, but the afternoon timeframe was unacceptable to you. They were able to move OTHER HOT PEOPLE around to accommodate YOU, and you still were not satisfied. All you had to do was WAIT 20 MINUTES and we would have been there and had you squared away. Had you let us complete the job, you would've found that we would have checked and verified refrigerant levels once more before any was added, and, had we added any less than the worst-case scenario, the bill would've been adjusted accordingly, and the system operation would have been monitored after each ounce was added.
  

  
  AAction Air has been serving this community for 25 years. If it was our policy and practice to rip-off our customers or damage their systems, I can promise you we would not have been here this long.
  

  
  After all this, you then proceeded to call and harass my office staff 4 more times throughout the day so we could provide you with all the information you needed to be able to write this review. So, again, thank you for letting us display our premier-level customer service, because we did, in fact, provide you with all the photos and documentation you requested even though you made it clear it was going to be used for the purposes of writing a horrible review.
  
  You're welcome.

   

  Back to our response here:

  We are a flat-rate service company and do not have breakdowns to provide. We provided the customer with an invoice of the line items. We do not break down parts and labor because we do not sell parts and labor. We sell services that may happen to include them. At no point during her threats and harassment of our office staff did the customer ask for a refund or a discount. She only asked to cut in front of 30 other customers, which we DID accommodate, but a 20-minute wait-time was too much for her to handle. So instead, she chose to call several times throughout the day and harass my staff to provide documentation that she could share with the world and try to smear our name in the community that we have served for the last 25 years. Not sure where we can go from here.

  Customer Answer

  Date: 06/13/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response in BBB because the person who wrote this response was not constructive, did not address the issues, and made false accusations against me. However, the owner of A Action Air has contacted me, offered explanations, an apology for the office personnel’s actions and issued a refund. I reached out to the owner to let him know that I appreciate him reaching out, and I let him know that someone in his company is running this account and ****** ******* that is not aligning with his expectations. I trust he will handle this issue internally. I will drop the complaint as although the person running this account did not give an acceptable response, but the owner reached out to me outside of this complaint and addressed the problems I described.

  
  

  Regards,

  
  

  ***** *****