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Business Profile

Heating and Air Conditioning

Air Control Heating & Air Conditioning of Lexington, Inc.
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:05/05/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    This company installed a new air conditioning unit in our home in August 2024. In April 2025 when we turned it on for the spring the unit was not cooling properly. The tech gave us a quote for $2100 and stated the compressor was bad and was under warranty but there would be charge for the refrigerant to fill it and the labor. This is a unit that was used for AT MOST 2 months last fall. We questioned the tech and made several calls to the company, they did not return our calls. We then called another company for a second opinion and they discovered that Air Control did not install a Thermal Expansion Valve on our brand new unit last August. This valve regulates the flow of refrigerant, ensuring optimal cooling and efficiency. In addition, THE COMPRESSOR WAS FINE AND FULL OF COOLANT. Air Control was trying to charge us to change a part that was completely fine. We again made several calls in attempt to speak to the owner, and he has not returned our calls. We have pictures and a written statement from the second company proving all of this. We expect Air Control to remedy their error and install this valve, free of charge. Instead, we have not even been able to speak to them. This is completely unacceptable.

    Customer Answer

    Date: 05/05/2025

    My error, it was installed August 2023, but it had a 10 YEAR Warranty.

    Customer Answer

    Date: 05/09/2025

    I am just trying to understand how a part fails after less than a year of use (no use winter of 2023 and winter of 2024) and then we are charged for the labor. How can we be sure we were not sold a faulty part to begin with?  Our last unit lasted 20 years with no issues. The tech made a comment that we had purchased a "lower end" unit. Does that mean each 18 month we will be looking at the same issue? How much good is a parts warranty if it costs 1/4 of the price of the entire new unit to repair it?

    Business Response

    Date: 05/30/2025

    I responded to the complaint on two different occasions via phone. I was told not to do anything else. I am sorry , I didn't know that I needed to also respond online.

    The unit was installed in August 2023 with a 10 year parts warranty and included with that was a 1 year labor warranty. The compressor was outside of our 1 year labor warranty.

    It is unfortunate to have newer equipment fail, it is rare, but it does happen . 

    Regardless of usage of the unit, it is still outside of the 1 year labor allowance. 

    As far as Mr. ****** stating that Air Control did not return calls, that is inaccurate. My service manager and my service dispatcher spoke with him via email and phone throughout the process.

    As for the company that came behind Air Control and stated that TXV was needed, that is an inaccurate diagnosis. This particular system utilizes a piston, not a TXV .

    The parts warranty covered the compressor, but not the labor and the refrigerant.

    As of todays date , we made repair to Mr.******* unit and it is working fine. 

    Customer Answer

    Date: 06/02/2025



    Complaint: ********



    I am rejecting this response because:

    The comments about "unfortunate" failing of newer equipment seems a bit ridiculous. We are not satisfied with the quality of parts used, and, again, if the parts had not been poor quality there would be no need for an additional $2000 worth of work on a new unit. We do wish to close out this complaint, however, will NEVER be using or recommending this company.



    Sincerely,



    ***** ******

Air Control Heating & Air Conditioning of Lexington, Inc. is BBB Accredited.

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