Complaints

This profile includes complaints for A+ Derr Heating & Cooling's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  A+ Derr Heating & Cooling

  7545 Peachwood Dr Newburgh, IN 47630-2693

  
• 

  A+ Derr Heating & Air Conditioning

  1225 Gardiner Ln Louisville, KY 40213

  

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:04/24/2025

  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.

  HVAC unit was installed in 2019 every year Since being installed we have had to call them back out due to AC not working. Last year they came out and said that they replaced the coil because it had a leak. This year I have had someone come out from a different company to look at/inspect what was going on and they found we have a 3-ton coil with a 5-ton unit along with the outside valve leaking. Therefore everything needs to be replaced because the compressor and everything's been running even harder trying to keep up with the 5-ton unit. Nothing was installed right from the beginning, especially having two different ton issue going on. *** has been contacted also as Freon has been leaking out into the atmosphere for the last 5 years. We have also paid a maintenance yearly fee of $279 for nothing to be maintenanced they showed up in January and couldn't even check the AC properly working.

  

  Business Response

  Date: 04/24/2025

  AplusDerr has made every effort to take care of all of Ms. ***** issues.  The first issues were an evaporator coil that was found leaking and was then replaced.  As for the sizes of the equipment being mismatched that is not true and we would never do that.  I checked with Ms.  ***** on the Mod. numbers and her system is indeed a matched system.  Both are 3 ton.  I sent a tech out on 4-23-25 and he topped off the charge on the system and said that everything else was working as it should.  We are working with Ms. ***** to rectify this situation and will do whatever is nessasary to get the unit working 100%.

  Customer Answer

  Date: 04/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: no issue was resolved! I still have a 3-ton coil in my house and a 5-ton unit outside with a leak in the valve I want everything replaced the most recent permit that I can find is from 1999 so I do not believe a permit was even pulled when my unit was installed.I have contacted the HVAC inspectors about this as well.

  
  
  
  Sincerely,
  
  
  
  **** *****

  Customer Answer

  Date: 04/24/2025

  After a technician came out to my house and verified that the coil was a 3 ton and the outside unit is a 5 ton. He said he would go back to his manager ***** to relay this message as they have pictures of all that from all these years that they missed it or just didn't care and looked over it. Either way, I never got a response from ***** after his technician returned to the office. Nothing has been done and I do not believe that a permit was even pulled for my installation, as there is no sticker anywhere near it.

  Customer Answer

  Date: 05/05/2025

  After the manager ***** came out and said he would come back to leak check my system thoroughly And do everything in his power to get my unit running correctly. I have not received a call back. after a call to *****'s personal cell and office, no one will return my calls it's been a week And I have now received an invoice for a technician coming out when nothing has still been done.

  

  Business Response

  Date: 06/04/2025

  The issue was all taken care of by replacing ****** evap. coil.  She was happy with the outcome and everything has been working properly to my knowledge.

• Initial Complaint

  Date:07/11/2024

  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.

  In mid May I called A+ Derr to reconnect a supply/duct line in the crawl space that had fallen off on one of my rental properties (they installed the complete HVAC system 2 yrs. prior). A technician visited and refused to go into the crawl space but stated I owed $69 for a diagnostic fee. I called a second time and on 5-24 a different technician visited and borrowed my drill driver and cordless light to access the crawl space. He reattached the hose and the entire visit lasted approximately 15 minutes. He stated that I owed $269 (original $69 plus $200 connection fee). I provided him with a check for $269. Shortly thereafter A+ Derr sent me an Invoice, ********* for $190.30. I called their Boonesville office and they stated it was sent in error. CONCLUSION- I was charged an outrageous amount to reconnect a supply line. The first (lazy) technician should've went into the crawlspace and reconnected it, $100 would've been more than fair. The problem is A+ Derr is now owned by ********* **** ******** out of Michigan and they care about one thing, MONEY. Furthermore, the Root Cause was that A+ left the crawl space vent area open when they ran the AC lines under the house. This allowed an animal to access the crawl space, thereby knocking the supply line off. Had A+ pointed out that the area should've been sealed tightly (actually they should've done so), I would've taken care of the problem they created and this never would've occured.

  

  Business Response

  Date: 07/22/2024

  We have contacted the customer and are issuing a refund for the 2nd visit.  The full 269 should not have been charged, I have talked with both Tech's about this situation and offered to the customer to get on our maint. plan that would cover him with parts and labor.  He declined and told me he would call us if he needed service in the future.

• Initial Complaint

  Date:05/02/2024

  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.

  I had a new AC unit installed in summer 2021 due to no heat they stated that I needed a new unit I possibly think that it was because there was already a leak they didn't thoroughly do their job, every year since they have had to come out and recharge the new unit. last year they stated that it was the coil and replaced that this year it still has a leak and they are refusing to fix anything. A new unit if installed properly should not have a leak.

  

  Business Response

  Date: 05/15/2024

  We have since gotten in contact with **** and the problem has been resolved.  My tech did not explain himself very well and he was taking steps that the customer didnt want.  Repairs were made on 5/9/24 and unit is working properly.

• Initial Complaint

  Date:07/01/2023

  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.

  I purchased a new heat and air unit from A+ Derr believing they were good company.
  1 i wanted an electric furnace and central air they told me they couldn't I had to go with a heat pump I have some experience with heat pumps I didn't want it BUT it was already cold and had no other choice now this whole unit was 7000. which was financed on credit card.
  when installed the 2 guys that did the install told me that being this time of year, they would need to come back in warmer weather to check the coolant level which they never did?? in the purchase of the unit they were supposed to change the air filter twice which they did both times in the spring or fall they weather was cool I discussed with the service guy the fact that the AC wouldn't cool the mobile home they both told me it should with no problem I have called the business 3 or 4 times but they tell me it will cost me a service charge plus whatever the coolant cost?? they also do this since I declined there service agreement which is 235/year but if the parts are under warranty why do i need the service agreement??
  I believe they should have come back and checked the coolant level without me having to call or especially charging me more money this unit is only 16 months old.
  if the installment guys knew it needed checked in warmer weather, why didn't they simply do that
  now I must pay a service call plus the cost of the coolant.
  and if that's the case I feel I was ripped off big time
  since I have had this done, I have talked to other business that do same thing.
  they have all told me there was no reason I can't have gotten and electric furnace and central air and much cheaper.
  I feel they put this unit on a credit card got their money and now want more to do what they should have followed up on for the 7000 dollars.
  today June 30th, 2023, the thermostat is set on 73 and ALL day its been at least 78 inside and right now its 81 if this was a new unit why won't it do better? I think they knew it wouldn't do well because coolant wasn't at right level or so that's what their service guys both told me??
  why cant they come check it since i was told they would need to??
  without charging me I feel i already paid them
  i actually called them last year with same complaint but once I was told there would be a service call charge and coolant per pound charge, I told them to forget it
  Today it was explained to me if I wanted to get the yearly service agreement for 235 per year there would be no charge for them to come out??
  sounds like they are just wanting to get more money for job they should've done right the first time

  

  Business Response

  Date: 07/03/2023

  This is the first we've heard as a complaint from Mr. *******.We always believe in selling heat pump systems for heating and cooling customers due to the extremely high cost of strictly electric heat, even to the point if they do want strictly electric heat we make them sign a paper saying,  that we told them that is not the best financial point for them.

  All new systems that we install come with two priority visits that is built in with no charge to the customer, and changed the filters, also it does look like we went out there twice but , I will say that we have not been out there in the heat of summer, system sometimes perform differently from summer to winter.  Aplus derr will be glad to go out to his house and confirm the system is working properly and if there is a mechanical failure we will fix it at no cost at this time.

  We will also continue to offer the customer the maintenance plan that takes care of all labor costs up to 10 years he does not have to purchase this at anytime but it is part of our labor  warranty process to continue.  we have a service  call at he house on 7\7\2023 schedule per customer .

  please give me a call if u have any questions

  ****** *******  ************

• Initial Complaint

  Date:09/02/2022

  Type:Product 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.

  Purchased new HVAC system 2021 We actually went and purchased a second system for our rental home. The company website states 100% satisfaction guaranteed. We have completed all required maintenance. Fast forward to August 18 of this year. We found a couple wet spots on our carpet. This was 4 days prior to my back surgery. I wanted to check and fix it before my back surgery so I pulled the carpet to find out where the water was coming from. There were two places. One in our master bedroom and the other in the hallway. Upon pulling the carpet back, I found mold in a few spots on some tack strips, drywall so pulled them and scraped all carpet glue
  Opened up the drywall in bedroom and closet to find more mold. Both places that water was found, were where the new HVAC was installed. When I pulled the drywall in master bedroom where the outside unit comes into house, there is a hole that I can see daylight through. In the hall, where the inside unit is, the drain was not installed correctly. My wife and i called the hvac co to have them come look and they are not willing to help us cover the cost to replace the things damaged by their error. We have had to empty all rooms and walls to wipe and clean. We have bare concrete floors, holes in our walls, still have mold in the home and my wife and I are both sleeping on the couch. Did I mention I just had back surgery? So I am recovering while my wife (with an auto immune disorder) is cleaning everything and taking care of me. We are living in two rooms of our house and both sleeping on our couch. Bare concrete floors and walls. This is a physical and mental struggle to say the least. Oh and they didn't even call back to discuss their decision to not take fault. They sent a text. But hey, they offered us a discount on a UV purifier.
  

  

  Business Response

  Date: 10/05/2022

  Business Response
  The leak in the bedrooms was caused by the landscaping being back filled too high and the water seeped in through the base plate. The spot the customer is saying water entered the house is 9in. off the ground and we did not make that wall penetration. We used the existing line set and there was no landscaping and no leak for almost 2 years.
  As for the leak in the hallway. Customer told me that was not a big leak but it could have been some of our fault. We will offer to pay for the clean up in the hallway only.