Complaints

This profile includes complaints for Southern Air, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Southern Air, LLC

  1974 Monroe Hwy Pineville, LA 71360

  
• 

  Air Tech of Houston, LLC

  2114 Lou Ellen Ln Houston, TX 77018-6011

  
• 

  Trahan's Heating & Air Conditioning Inc

  531 S Hollywood Rd Houma, LA 70360-3224

  
• 

  Shockwave Electric, LLC

  1241 Valhi Blvd Houma, LA 70360-5981

  
• 

  Ace Air Conditioning of LA, LLC

  4815 Common St Lake Charles, LA 70607-6229

  

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:06/30/2025

  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.

  On June 23rd a technician from Air Tech of Houston (****) came to provide service as the AC was not cooling the house properly and we had just signed up for a maintence plan with the company..When he got here he listened to my concern that the house was hot and went outside to look at the AC unit. He came in and ran charts numbers and figures and said he could not do anything for us as the unit was too small for the house and we needed a new 30K system. He did not go upstairs and look at the remainder of the system and did not check the level of freon. He offered no solution other than buying this very expensive new system. We have just moved here and called the HOA who told us about a company that installed the units and services most of the units in the hoa. We called them. They found a freon leak, determined there was only 2 lbs in the system and provide 3 more and suggested that we could repair the leak or look at some other options. The costs for the options ranges from $6K to $15k for an entirely new system. We opted for the new system as the coolant is changing and we wanted to change out from a freon based system. However, the option of fixing the leak was also presented. I called Air Tech and asked to cancel my plan and refund the month I paid as there was no service. I was told that it was a full year plan and I would have to pay for the plan and there was no further follow up. They have not provided anything, they wanted to overcharge for a system, they did not notice the low freon, they did not check for a leak. The techs are commission based and up sell.

  Business Response

  Date: 07/08/2025

  We have refunded the amount paid and canceled the membership. 

  Customer Answer

  Date: 07/08/2025

  
  
  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. I need to see verification of the return and amount via email. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:06/24/2025

  Type:Product 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 Monday, June 2, 2025, I called Jon Wayne because our AC was not running properly. On Tuesday, June 3, 2025, HVAC Tech Mr. ********* *********** arrived around 12:00 noon. After several hours, he told us that our metering system was not working properly. He said he could repair it, but since our current Heat Pump/AC system is 13 years, that he could not guarantee that something else could go wrong. He gave us some options and we decided to install a new system. He did require us to pay for the new system and installation "before" he would have the work done. A company the size of Jon Wayne, and being in business for quite some time, I was surprised that we had to pay in advance. We wrote the check for $15,970 (attached). On Wednesday, June 4, 2025, ***** and ****** arrived to install our new system. It took them about 5 hours, which was fine. During the installation, I heard a loud scratching noise but I don't like to micro manage so I ignored it. After they left, we looked at our new system, and we were shocked to see that they cut a 20"x20" hole in our oak paneling, attached a "White" register over the hole.
  A White Register over oak paneling looks like crap. Nothing was said about that being necessary, until after it was done! After calming down for a day, I called and talked to ********? and told her that we do not want the White Register, that we wanted a Brown Register, an owners manual for the new system, and that there is a difference of $678.00 between the check we wrote and the invoice (attached). She said she would get on that. After zero action from Joh Wayne for over a week, I called and talked to *****, and she said a tech will be out on June 17, 2025, between 12:00noon-4:00pm. No call, no show, and ***** called and said that they can come around 5:00pm or reschedule. I told her that I wanted to be first, not last. The tech arrived at 8:45am on the 18th of June. I don't have enough characters left to continue. The tech was useless!

  Customer Answer

  Date: 06/24/2025

  When the Tech arrived, he did not have the Brown Register nor an Owner's Manual for the system, that he was here only to measure the Register and get the model of the system so he could order both!? He should have already had the information because he works at the same place. To me, this was just another delay tactic. Effective communication is not one of Jon Wayne's staff's prowess. Jon Waye installed my first replacement system in 2012, and the unit they installed was extremely loud, like a freight train. They took that unit out and replaced it with a much quieter unit. We asked Mr. *********** if this system is quiet, and he stated yes. It is not quiet, but we will tolerate it because I don't want another system installed. In summation we were shocked at the price of the system, as all other Brand name systems cost anywhere from 8$8,000 to $12,000, including this one. If we do not get a refund, then we will just take our business elsewhere. Thank, you.

  Sincerely,

  ******** ** *******

  Business Response

  Date: 06/25/2025

  Dear Mr. *******,

  Thank you for taking the time to share your feedback. I want to sincerely apologize for the inconvenience and frustration you experienced during your recent service visit. Your concerns are absolutely valid, and I appreciate the opportunity to speak with you personally to begin addressing them.

  As discussed, I will remain in direct contact with you to ensure that the brown register grill is replaced promptly and to your satisfaction. I will also make sure the manual is delivered to you as soon as possible. In addition, I am currently reviewing the pricing discrepancy on the invoice and will follow up with a detailed explanation. Please know that your satisfaction is important to us.

  Thank you again for your continued patience, and for the opportunity to address these concerns. If there is anything further I can do in the meantime, please don’t hesitate to reach out.

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

  
  

• Initial Complaint

  Date:06/19/2025

  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.

  The business did not live up to it's membership agreement with me as promised.
  
  I have attempted 4 times to contact *****, the general manager and all 4 times my phone call was not returned.

  Business Response

  Date: 07/09/2025

  Reached out to this customer and had a very pleasant conversation. We have refunded this customer in full for their membership fees. I also explained that the previous General Manager was no longer with us. In conclusion, this customer was pleased with our call and solution. We look forward doing business in the future.

• Initial Complaint

  Date:06/16/2025

  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.

  06/14/2025 - I purchased a new HVAC System from A - 1 Air & Electrical last year for 12,700.00. The unit has warranty, parts and labor. Friday 6/13/25 we returned home and found the house at 89*F,
  The thermostat had gone bad within 1 year of installment. I called A-1 Air and explained the problem, said they'd be out late Saturday evening to check problem, I said Mam, its 89* F, we cant cook for 2 days, I called Airco, they came out late Friday and fixed our problem cooled off within a couple hours, I paid them a total of $715.00 to replace the A-1 Air thermostat. Their service tech showed up Saturday 6:00pm or so, I gave him the defect thermostat and a copy of the bill to Airco for $715.00 I paid, and ask him to have his Boss contact for my money back.

  Business Response

  Date: 06/16/2025

  Mr* ******** thank you for taking time out to speak with us today and go over all concerns. I'm glad we were able to come to amicable solution. Your reimbursement of $462 will be issued in a form of a check and it will be mailed out tomorrow. Please do not hesitate to reach back out if you have any further questions or concerns.

• Initial Complaint

  Date:06/09/2025

  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.

  I hired A#1 Air in 2023 to replace the A/C unit in my rental house at **** ****** *** **** ***** ** *****. Since then I had had another A/C company perform the maintenance on the A/C unit every 6 months, and on May 16 their tech checked the unit and noticed the unit isn't blowing cold air anymore into the house and detected a leak in the unit (please see the attached picture). He said that the coil would need to be replaced and offered to arrange a service, telling me it would take about 1 week to get the part. I declined since the unit is under the warranty and decided to contact A#1 Air which installed the unit. Called them on May 19 and they sent a tech on the same day to inspect the unit. The tech told me that parts and labor are covered for 10 years under the warranty, I would have to pay for the cost of refrigerant gas R401A (please see the attached receipt). The tech told me that he will submit a part order and they will call me to arrange a service when the part arrives. I waited for 2 weeks, no updates from the company whatsoever, so I called them twice (starting with June 2 called ************) and the person on the phone would put me on hold while he was contacting the part department, then tell me that someone from the parts department would call me back (nobody ever called me back). Frustrated with their lack of updates I called their customer service (************ on June 4) and told them that I will complain to BBB about their poor customer service. Someone called me later and told me that the part is available (I really doubted it, how is the part suddenly available now) and scheduled a service for June 9 to replace the part. On June 9 the their tech showed up to perform the service and called me to let me know that the part they received is not the right fit and they will contact the manufacturer about it. I knew they never had the right part, they showed up just to deceive me since I told them I would contact the BBB. The company is a total scam.

  Business Response

  Date: 06/09/2025

  Hello *****  Thank you for taking my call this afternoon and we are working on a solution for you.  

  Customer Answer

  Date: 06/16/2025

  
  
  Complaint: ********
  I am rejecting this response because: today is June 16 (June 19 will be a full month since the part was supposedly ordered) and the part is still not available. I've made a call today to their Customer Service line (972-242-4800) and the same thing as with previous calls: I speak to someone in Customer Service, explain that I have been waiting for a part close to a month, they put me on hold while they contact the Parts dep't, then they tell me that someone from the parts dep't will call me, nobody ever does. Ultimately it doesn't matter whether someone from the Parts dep't calls me or no, they will just repeat what I have already heard (the part has been ordered, just be patient), but it shows a lack of customer service. What really matters is that a nearly month later the A/C unit hasn't been fixed (when they showed up with the 'wrong' part on June 9, their tech supposedly pumped more gas into the A/C unit to make the house livable for my tenants, but that is not the full repair that I have been expecting since May 19, it is only a 'band aid' solution). At this point it has started to seem that the company will never receive the part. Also, what kind of a company installs A/C units that are this notoriously difficult to get the parts for? The answer is a company that only cares about its' profits and with a zero concern about the consumer. 
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 06/18/2025

  Hello ****.  Thank you for taking the time to speak with ***** from customer relations.  Per our conversation, we will be coming out this Friday to do replace the condenser to get your tenants taken care of.  If you need anything else, feel free to reach out to ***** from customer relations at 972-242-4800.  

  Customer Answer

  Date: 06/23/2025

  
  
  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:06/09/2025

  Type:Product 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.

  Complaint Summary:
  Roberts Air Conditioning, Inc. negligently failed to diagnose a warrantable coil leak in a Trane 20 SEER 5-ton heat pump installed at my home on October 20, 2020, causing $20,251.93 in damages: $5,447.93 in ceiling damage ($4,082.93, 2023; $1,365, 2024), $12,020 in unnecessary repairs ($4,200, Invoice #376074, 6-21-2021; $7,820, Invoice #112965940, 11-1-2023), and $2,784 in third-party repair costs (Invoice#20439-2 April 2025). Over 16 visits (2020–2024), Roberts misdiagnosed the issue, ignoring my concerns. On November 13, 2024, I texted **** ***** about leaks post-$7,820 ductwork. ***** promised a Trane visit, but in November 2024, *****, technician ****** *********, and Trane representatives incorrectly recommended spray foam insulation ($6,500 quote), despite a confirmed vapor barrier. ***** then ignored my calls, texts, and emails (November 2024–April 2025). Worsening leaks forced me to hire Sweat Cool, which repaired the leak in April 2025, confirmed warrantable by Trane (Case #7628446, May 29, 2025). Roberts’ failure to diagnose within the 1-year labor warranty (GW-658-2032.pdf) violates Ala. Code § 8-19-5(23) and Ala. Admin. Code r. 440-X-5-.01. My demand letters (May 19, June 2, 2025) went unanswered. I filed an Alabama State Board complaint (June 2, 2025).
  
  Desired Settlement:
  Refund: I seek a full refund of $20,251.93 from Roberts Air Conditioning, Inc. by June 24, 2025, to cover $5,447.93 in ceiling damage, $12,020 in unnecessary repairs, and $2,784 in third-party repair costs caused by their negligent failure to diagnose a warrantable coil leak in my Trane heat pump. I am open to a negotiated settlement through BBB mediation.

  Business Response

  Date: 07/10/2025

  Thank you for bringing this matter to our attention. At Robert’s, we take all customer concerns seriously and are committed to providing excellent service and support. We are carefully reviewing the details of this situation and are working to ensure that every customer experience reflects our high standards.
  We truly value our customers and appreciate the opportunity to continue improving our service. Your feedback helps us in that mission. For additional questions please reach out to ******* ****** our HR Director - Southern Air, LLC - ************ Thank you. 
  

  Customer Answer

  Date: 07/10/2025

  
  
  Complaint: ********
  I reject Roberts Air Conditioning’s response as it fails to address the $20,251.93 in damages caused by their failure to diagnose a warrantable coil leak in a Trane 20 SEER 5-ton heat pump installed at my home (***** *** ***** ****** ****** ** ****** on October 20, 2020. Despite 16 service visits from 2020 to 2024, including a November 2024 visit with Trane representatives, Roberts misdiagnosed the issue, charging $12,020 for unnecessary repairs (Invoices #376074, #112965940) and causing $5,447.93 in ceiling damage. Sweat Cool Air Conditioning repaired the leak in April 2025 for $2,784 (Invoice #17192), confirmed warrantable by Trane (Case #07628446). Roberts’ manager, **** *****, ignored my demand letters (May 19, June 3, 2025). The response’s lack of a remedy or commitment to reimburse is unacceptable. I request full reimbursement of $20,251.93 and urge the BBB to escalate this matter to Southern Air, LLC, for resolution. Contact me at ***** ******** or ***************************
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:06/05/2025

  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.

  Hello,
  My name is ****** ******* ****, my family and I recently purchased our first home in Bella Vista Arkansas on Feb 16th 2025.
  Bud Anderson HVAC services installed two sets of mini split systems incorrectly on our home by failing to seal ANY of our inside walls with the *required* cable sleeve or sealant to close the 3 inch round hole openings they placed behind and below all 5 of the indoor units.
  
  My toddler ***** ******* **** was crawling on the floor on Sunday June 1st 2025, when we noticed him playing with something. It was a brown recluse spider the size of his palm. Violin shape on back with photos available. We have a regular pest control service who comes by quarterly to spray inside and out, and were been working to find any holes or areas where the spiders are getting in from. 4 incidents now. We have sealed off all other openings, been checking all corners on floors, ceilings, baseboards, etc, but weren't finding where they got in from.
  
  Then, after the panick attack, I noticed a large 3-4" hole on my bedroom wall 6 inches up the wall under the mini split unit they installed. They didn't bother to spray foam these openings, use silicone, steel wool, or the provided wall sleeve that is sold with the installation kit for the units.
  And I found the same holes in 5 different areas of the home where they ran their lines through my walls to the outside. It is imperative that walls are closed. We have had 4 other brown recluse close calls now, and Bud Anderson was notified 5 days ago, then 3 days ago a second time, where I was promised a manager would call me back to rectify the issue and schedule someone. No word back, no care that they've turned my home into Swiss cheese, or almost cost my baby boy his right hand. These units should be reinstalled correctly, because in order to now add the sleeves to the walls, I have to uninstall the line sets, install the non existent wall sleeves and seal them, then reinstall and recharge the home system afterward.

  Business Response

  Date: 06/06/2025

  Mr. ****,

  After investigating the matter, I noticed the system was installed to a previous home owner almost 5 years ago.  Although the units were installed correctly, it looks like the hole where the lineset and drain line run from the inside unit to the outside was not sealed with silicone.  Although a lot can happen in 5 years' time, we are happy to return and seal those holes up for you.  On top of that, we will also be installing a coil and control board that you purchased at no additional charge since you do not have any labor warranty as I heard your system was down (unrelated to this matter).

  I do want to apologize for the delayed response on our end.  We are training and ensuring we have better communication practices in place when issues like this arise.  Every customer issue we handle is important and we take complaints and/or wrongdoings very seriously.  As of the writing of this response, we have sent a qualified technician to address the issues with you and resolve them immediately.  Thank you for working with us and your time on the matter.

  **** ********** General Mgr.

• Initial Complaint

  Date:06/05/2025

  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.

  This company has put us in a ac unit outside unit and inside unit also duct work.This was in 2018 which the also came out in 2018 and I had a mold problem which all they did was spray around my vents and left.Never once went in my attic to check to see if anything was wrong.They also changed out my unit outside saying that my 3 ton outside was to big for my house but left the 3 ton inside.Which in 2025 I have called them back again and they but my 3 ton back outside and said they would have to change duct work.Well my son went into our attic and there was a big opening in my unit upstairs letting all my air into the attic.We have all been sick with headaches,coughing,and asthma.I am not the only person for larose to gouma that has had this problem.I am very upset that they will not make it right and have to spend another 8000 dollars to get and while new unit.

  Business Response

  Date: 06/19/2025

  Trahan's Heating and Cooling was not the installing company. Dufrene's was the original installation company. Trahan's did merge with Dufrene's. We have since the complaint we have recently replaced the outdoor unit free of charge to the customer and offered solutions to the customer that was present long before the installation of the system by Dufrene's/Trahan's. 

  Customer Answer

  Date: 06/23/2025

  Yes they did not install but said they would make it good since they bought them out.Iam not the only person that had had this problem and if you buy a company shouldn't you make it right.Now I have more mold and sickness in our house because they are trying different things that is not right size for my house.So now I'm stuck with us bring sick and my ducts and unit are not right.Thanks alot I will get other people to sign a petition to shit them down there are alot of people out there that had problems with this company.They are screwing the public and I will hire a lawyer.Ty

• Initial Complaint

  Date:06/02/2025

  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.

  Date of Transaction:
  February 21, 2025
  
  Amount Paid:
  $15,500 (financed)
  
  Product/Service Purchased:
  Installation of a new HVAC system, including a supply flex cut-in as listed in the original quote.
  
  What the Business Committed to Provide:
  Air Comfort Solutions agreed to install a complete HVAC system. The original quote included a supply flex cut-in, which I was charged for. However, during installation, the crew disagreed on whether it was needed and did not install it. I was told a post-installation inspection would be scheduled to determine if it was necessary, and that someone would follow up once the weather warmed to assess both the system and whether a new return was needed.
  
  Nature of the Dispute:
  While the installation was prompt and professional, post-installation follow-up has been poor. After multiple delays, the City of Broken Arrow completed the inspection on March 13, and a technician visited on March 14 to activate the system. He confirmed the supply flex cut-in was not installed and was not needed. I was told a $650 refund would be issued within 6–8 weeks.
  
  As of May 30, I have not received the refund.
  
  Follow-up:
  
  Feb 27: E-mail first sent about discrepancy between invoice and actual installation
  
  March 14: Tech visit to confirm supply flex cut-in was not installed and told refund would be issued within 6-8 weeks
  
  May 7: Told ***** (operations manager) would call—no response.
  
  May 29: Called twice, was promised callbacks—no response.
  
  May 30: Told it was a finance issue and I’d receive a courtesy call—nothing yet.
  
  Has the Business Tried to Resolve the Problem?
  No. Though all reps have been polite, I’ve had to re-explain the issue every time. Promised callbacks and refund have not occurred.
  
  Desired Resolution:
  A prompt $650 refund for the supply flex cut-in that was quoted, charged, but not installed or needed. I’d also appreciate formal acknowledgment and explanation of the delays and miscommunication.

  Business Response

  Date: 06/27/2025

  We have contacted customer regarding complaint, also sent customer the check for $650.00 on 6/5/25- followed up with customer if they received check and if they had any other concerns that we could address and get resolved currently waiting on a call back from customer. 

  Business Response

  Date: 06/27/2025

  We appreciate the customer bringing their concerns to our attention. Upon receiving the complaint, we promptly reviewed the issue and have contacted the customer to resolve the matter. As part of our resolution, we issued the customer a check in the amount of $650 as agreed. We believe this action satisfactorily addresses the customer’s concerns, and we are committed to continuing to provide excellent service.

  Customer Answer

  Date: 06/30/2025

  
  
  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:05/19/2025

  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.

  We had a new HVAC system installed based on a recommendation from a sales representative of the company. It has not worked properly since it was installed. We need a refund or a replacement. The company has yet to resolve the installation issues after 7 months. We want this resolved!

  Business Response

  Date: 06/03/2025

  Mr. and Mrs. ****,

  We apologize for the inconvenience your new system has caused you.  In discussing this matter with my Service Mgr, my understanding is that the issue has been resolved and your system is up and running as it should be.  It looks like we have been out multiple times attempting to figure out what the matter was that was causing the low refrigerant, which turned out to be 2 separate leaks:  one in the lineset and another in the ******** valve in the evaporator, both of which have been repaired and the system is now functioning properly at this time.  Unfortunately it took a few trips to determine the root issue at hand.

  Along with your system purchase, we will continue to hold true to the guarantee that we will make any repairs or modifications necessary at no additional charge to ensure you are fully satisfied with your system.  You have a 12 year warranty on your system, so should anything else happen to your system (outside of maintenance) you are covered for all parts and labor at no additional charge whatsoever.

  In an effort to fully resolve this matter, we are attempting to get a hold of you by phone to ensure you are satisfied with our service and the resolutions that have been provided.  Please do not hesitate to call or contact me should you need anything.  Thank you.

  **** ********** General Mgr.