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:11/22/2024

  Type:Customer Service 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 or about 10/28/2024, a representative from Bethany Air came to residence to perform a preventative maintenance with cleaning on two A/C units. The cleaning of the units was necessary because of a recent mold remediation, and mold seen in the units. $99 was paid in advance for this service. The representative arrived, and performed only an inspection of the units, and informed my son that the units needed to be cleaned. My son called to inform me of this, and I immediately called Bethany Air to let them know the promised service was not performed. It was at this time that they informed me the preventative maintenance does not include a cleaning, and the person who I spoke with initially to schedule the appointment was new, and did not know what she was talking about. I explained to them that her error was not my fault, and that the promised service needed to be performed regardless of their inappropriate training of employees. They agreed, and said they would send someone else to our residence, and clean the mold from the units for an additional $99. During the reps visit, the only thing performed was spraying the coils, which is not how the units, per manufacturer instructions, are cleaned. They are demanding payment of the $99, which I am refusing to pay, because promised services were not performed. They have threatened to send this to collections. They are also claiming no one was home during the visits, which is a lie. My son was home and observed the reps both times.

  

  Business Response

  Date: 12/09/2024

  We credited the account to zero balance even though the work was completed as requested.

• Initial Complaint

  Date:09/17/2022

  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.

  Bethany Air came out on July 15th to fix my AC. I told the technician, Harold, that it was low on freon. He checked the unit and confirmed it was low on freon and told me there could be a leak but he would not be able to locate the leak. However, the technician did not open the inside or outside unit. I asked him if we would open up the unit to look at it and he said he didn't need to because I told him what the issue was. Therefore, he did not look at the outside or the inside unit. He filled the unit with freon and then left. He was only at the house for 30 minutes. I was charged $926.50 for this visit. The next day, the freon was gone from the unit and the AC did not work. I called the company the next day and a different technician came to look the a the unit on July 16th. He did find a leak and proceeded to fix a part on the unit. Then, 2 weeks later, the AC stopped working again and was once again low on freon. Bethany came back 2 more times to look at the unit but wasn't able to do a full assessment, until finally (almost a month later) they informed me it was the evaporator coils that were leaking.
  
  I would have used Bethany Air to replace the evaporator coils but the quote I received from them is way above the average, in the amount of $4,400, so I went with a different company to replace the coils.
  
  I would like to request a refund for the amount I paid Bethany Air back in mid July 2022, in the amount of $926.20. I feel this refund is justified as the AC was not fixed after the visit; however, I paid a substantial amount of money for a repair that was not completed properly.
  
  I reached out to the company via email on 9/7/22, requesting a refund, but was told they did nothing wrong and would not grant the refund. The email correspondence along the the invoice for the services and estimate for the repair is attached.
  

  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/09/19) */
  Below is the email that was sent to our customer.
  
  I checked the second service call which was performed by Danny on august 4
  th. After reviewing his ticket. His ticket states that
  system was a little low on refrigerant and he added a half a can of pro charge to the system. A can of pro charge contains 2 lbs of
  freon with a sealant and leak detector. His ticket states that the system was not that low and added that to find where the leak was
  coming from. I do not have any other service tickets other than those two and the estimate for the replacement of your coil.
  Your email states that the system went back out the next day that Harold was out there. I have no services done between July 15
  th
  and August 4
  th
  . out of good faith danny performed the service on august 4
  th and did not charge and I would not want him to charge
  because we were there less than a month ago. I understand your frustration but I can't seem to find where we did anything wrong in
  this situation.
  For the coil replacement- that is a big hit and understand getting different quotes. I also understand the company saying to install a
  new air handler and would be cheaper I do not disagree with that. Danny supplied a quote for the part that was leaking. If I were to
  replace just the air handler the cost would be $3845.00. I know its not much cheaper. I understand your link that you sent saying this
  is how much it should cost, but there are a lot of factors that go into replacing just the coil and or just replacing the air handler. Since
  the system is leaking we can use the refrigerant that is currently in the system because its contaminated. You would need all new
  refrigerant, your system takes 9lbs of refrigerant and that's factory specs. Also the cost of the coil or air handler plus the labor to
  install it. I understand another company was cheaper, unfortunately I would not be able to go that low on either of the services
  needed. Companies will be lower or higher sometimes. I truly believe in taken great care of my customers and will do anything and
  everything to make you happy.
  _____________________________________________
  My team has completed the call correctly and provided a quote of $3,845.00 for the air handler to match what the other company quoted and you decided to go with the other company.
  We completed the due process of the repair as needed to find that the leak was in the coil.
  
  Although the process was completed correctly, and we completed an additional call with materials with a cost over $350.00, I am willing to refund $425.00