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:03/20/2025

  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.

  Aair Systems replaced the entire AC central air system for the entire top floor of my home with a heat pump around July-2021. On March 5th, there was a high pressure "explosion" event on the side of my house that blew off the piping/electrical cover. I was very lucky that this did not happen inside of the house. Aair Systems was very responsive in getting out to my home to inspect this. It ended up being a failure of the "********" that they installed. It just blew a hole and released all of the high pressure refrigerant. This material was very suspect to begin with so I'm not particularly happy that it was used during installation. My other AC system, for example, was installed by another contractor using conventional copper piping. Aair Systems quoted me $1800 to replace this ******** with copper piping and then refill with refrigerant. From my research, this is a very high cost vs market, so it is very frustrating to see such a quote when the company should be taking responsibility for using this defective piping in the first place. ******** seems to be out of business and the German manufacturer making it has been under bankruptcy protection so there is zero support from these non-reputable suppliers.I spoke to Ryan the owner the night of the incident and told him I'd try reaching out to the manufacturers for recourse but also requested that he revisit the quote - that I would be willing to cover material costs to him to have this repair done. I have called and emailed multiple times being promised a call back over the last 3 weeks and still awaiting any call back. At this point, the only acceptable resolution is to complete this repair at no cost within 2 weeks otherwise I will continue escalating through the proper, available channels.

  

  Business Response

  Date: 04/02/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for any frustration this has caused you.
  First and foremost, we want to express our commitment to ensuring our customers safety and satisfaction. We understand that the failure of the ********, as well as the concern surrounding its material and the recent events, have understandably caused frustration. Your safety is our top priority, and we are relieved to hear that the incident did not result in any harm. As you mentioned ******** is out of business and the German manufacturer making it has been under bankruptcy protection so there is zero support from these non-reputable suppliers.
   Per our conversation on the phone, it is our policy to warranty all of our work for 1 year from the date of services. In this case, your equipment had been installed 4 years previous and was well out of our warranty range.
  Regarding the quote of $1800 for the replacement with copper piping, we understand your concerns about the cost. We strive to provide fair pricing and quality service. As discussed during our resolution phone call, Ryan personally revisited the quote to explore all possible options to find a resolution that addresses your concerns effectively.
  As a gesture of goodwill and recognition of your frustrations, we have quoted this repair at our cost. We feel we are being reasonable with our quote as we have stated previously the supplies and labor have been significantly discounted to help us come to a fair and equitable resolution.
  We appreciate your understanding of this matter and for giving us the opportunity to publicly respond to this situation. We value our customers and take all complaints and reviews seriously.
  
  Best regards
  **** ********
  Aair Systems Technologies Inc
  

  Customer Answer

  Date: 04/02/2025

  Complaint: ********
  
  I am rejecting this response because: The claim that "$1800 is being done at our cost" is not at all validated by true material pricing easily validated with material suppliers. To leave a customer hanging referencing "1 year of warranty" in the face of such a material failure is bad business practice. The materials installed have warranties far in excess of 1 year. It is not fair to place all of the burden on the customer because you (the installer/seller) are not getting the warranty support from the material supplier you selected and opted to use on this job.

  I was told over the phone by Aair Systems that the refrigerant costs over $60 per lb. I responded over the phone that this is simply not true - that I can easily find multiple sources selling at around (and in at least one case less than) $10 per lb. At the 15 lbs needed to refill the system, actual cost for refrigerant should be $150 rather than the quoted $900. I can also easily find the required copper line set with insulation for around $10/ft. So total estimate in material would be roughly $400-500 plus some miscellaneous small parts of relatively insignificant value.

  So in their response, Aair Systems claiming they quoted this repair at their cost is simply not backed by reality. And that is what makes this experience very frustrating. It is very hard not to see quite a lot of profit margin in the $1800 to complete a repair that should be covered under the material warranty for the material that this contractor chose to use. The ***** unit installed on this job has 10 years of warranty, not 1 year as Aair Systems claims. It is not my fault that the contractor's material supplier for the line set used went out of business for selling a bad product that they chose to use. In my experience with many other contractors, the contractor would be providing true support in a case like this rather than simply quoting it as a new/regular job with significant margins paid for by the customer.

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

  

  Business Response

  Date: 04/10/2025

  I am sorry that there was an issue with your system please read the attached agreement that you signed that clearly indicates a 10 equipment parts warranty with 1 year on all other parts 

  Customer Answer

  Date: 04/11/2025

  Complaint: ********
  
  I am rejecting this response because: I received a quote from a reputable contractor for $1200 to replace the failed line set of this very bad quality material that Aair Systems installed and refusing to support. This was the first quote I received and is $600 less than what Aair Systems said would be their "cost". The other contractor's pricing at $1200 was quoted as a new job with material markups, labor, and profit built in - it should be extremely clear now that Aair Systems lied about their costs to take advantage of a customer with failed equipment that they refuse to support in any way, instead working to make extra profit.

  I had the job completed today with the other contractor which was done in approx 1-2 hours.

  Since Aair Systems provided no reasonable support in this case and continuing to leave me high and dry, taking advantage of wording in the contract that does not site the warranty periods of each material used, I will be sure to warn other consumers through reviews appropriately.

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