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:06/16/2025

  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.

  On about June 6, I called Midway H32**34333031303236**H & H3538343431**3331H to do a tune up on my air conditioner. The company took my information and I received a call back from Astro. They informed me that they had taken over Midway&#**;s customers. So I decided to let them do the ac tune-up. We made an appointment for Tues., June 10 between 12-2 pm. I told them I would be out of town and my son would be there. The tech, ****, arrived and acted like he was servicing my unit which he did not. Around 10:50 am today, I called to complain to the office manager, ***** about the service tech not doing his job. He didn&#**;t send me a receipt. They did not record my name correctly. The *** indicated he did a ***air and said he had to ***lace the capacitor. The guard around the ac was rusted, the coil around the ac needed to be cleaned, it was still dirty, he had not cleaned the unit and no refrigerant and oil inside the unit. The ac was still in the same condition as before I left town. ***** said she would have to contact the owner, *****. The owner, *****, thought it was kind of funny when I told him about this. I told him he should come out or send someone else out to complete the job. The owner, *****, hung up on me after I told him not to mess with my money. The original cost was $114 for the tune up and the capacitor was $56.I would like a refund.

  

  Business Response

  Date: 06/24/2025

  Mr. ****** contacted our office on June 2, 2025, to schedule an air conditioning tune-up as a new customer. Our staff collected his information and scheduled the service for June 10, 2025.
  Our technician, ****, arrived on-site at 12:41 PM as scheduled. The homeowner was not present; instead, an older son greeted ****. Although the appointment was originally booked as a routine tune-up, the son informed our technician that the ** was not cooling properly. **** performed a diagnostic assessment, checking refrigerant levels and inspecting the unit.
  He discovered that the system had a failed dual capacitor and showed the rusted part to the son. **** replaced the capacitor (30/5/440), after which the system resumed normal operation and cooling. He completed additional checks and noted that the furnace flue was detached, which he documented with photos. He also advised that a part might be needed to address the flue issue before heating season and noted the system overall was in poor condition due to its age.
  **** was on-site from 12:41 PM to 1:10 PM. The customer was charged our standard service rate of $114 for the first 30 minutes, plus $56.10 for the capacitor. No issues or concerns were raised at the time of service.
  On June 16, 2025, Mr. ****** called requesting to speak with a manager. The call was transferred to me (*****). During our conversation, Mr. ****** made several serious accusations about our technician. I asked for the service address so I could look into the situation and confirmed that I would speak with the technician and follow up. He also stated he did not receive a receipt. Upon checking, I found a small error in the email address on file, which I corrected immediately and resent the receipt.
  After speaking with ****, who was surprised by the accusations, I called Mr. ****** back. Unfortunately, the call became hostile and included inappropriate language. I attempted to explain that systems of this age are prone to ongoing issues, and that while the capacitor had failed during our visit, the unit had resumed cooling properly and had operated for several days. I offered to schedule a follow-up visit, but due to the continued hostility, I referred the matter to the company owner, *****.
  ***** returned Mr. ******* call and reiterated that maintenance alone cannot restore functionality to aging, unmaintained systems. He also attempted to de-escalate the conversation and offer further assistance. However, when the customer continued to use profane and abusive language, the call was ended.
  Mr. ****** later contacted me again demanding a full refund. I explained that I am not authorized to issue refunds for completed service calls. The technician was on-site for the scheduled time, performed diagnostic and repair services, and replaced a failed part. Our standard rate of $114 for the first 30 minutes and the part charge of $56.10 were appropriately applied.
  While we regret that Mr. ****** was dissatisfied with the experience, we stand by the professionalism of our technician and the service provided. We remain committed to treating all customers respectfully and fairly, and we are always open to constructive feedback and resolution. I will email pictures to the ***************************************************************************************** 
  

  Customer Answer

  Date: 06/29/2025

  This is my response to Astro Heating & Cooling Service reponse to my complaint submitted on June 16, 2025.  First of all the company office supervisor ***** had already been informed that the refrigerant in my a/c was low and needed to be topped off, and the a/c was turning on and off properly.  If the capacitor had rust on it does'nt mean it wasn't working properly.  Also since the homeowner was not present, **** the service technician should have requested to telephone and also should have left the rusted capacitor with my son to show me when I got home.  I did not approve of the capacitor being replaced.  **** also claimed that the capacitor was the only reason the a/c was not working, and that the a/c was full of refrigerant. I hired another technician to perform an a/c tune-up on my a/c.  The new technician performed an a/c tune-up and discovered that the a/c was completely out of refrigerant and the compressor would not turn on, contrary to ****** statement that my a/c was full of refrigerant and worked properly after replacing the capacitor. The a/c was not cooling my home when i returned home and after ****** diagnosis. The new technician filled my a/c with refrigerant and the a/c started cooling my house immediately and is still cooling my house.  It is not uncommon for older units to have small leaks, but with the a/c tune-up and topping off the a/c with refrigerant the a/c units usually will cool a home for the summer, but will need to be topped off  the next summer. The new technician needed to wash off my a/c unit with my water hose because it was dirty and **** had not cleaned it. The new technician also discovered that one of the refrigerant shreader valves was loose and the inside of valve cap was oily that indicates the shreader valve was loose or damaged and needed to be replaced.  The shreader valve and cap should have been replaced with a tune-up. So **** had not checked the unit properly.  **** also hadn't adjusted the thermostat.  The thermostat was still in the same position that i left it in when i left home. There was a flat fee of $114.00 for a properly performed tune-up. **** did not inspect my a/c properly for coolant levels and pressure, he did not properly check and adjust the thermostat, he did not clean or wash off the a/c unit or check other components.  I don't know why ***** would say our conversation was hostile and included inappropriate language, because i was polite to her and asked her to put me on speaker so others in the office could hear what i was explaining to her  on the phone what transpired between I and ***** (owner) on the telephone, since he hung up on me since i disagreed with him on how a/c units work after having a tune-up and his false statement that i cursed him out. Also in ******* response she said my a/c was working for seven days after ****** tune-up.  I didn't tell my a/c worked for seven days. ***** has made a false statement that my a/c was working for seven days and that our conversation was hostile and included inappropriate language.If the owner ***** told her to make false false statement, then she has a complaint against him.  She also did not offer to do a follow-up, because has to get everything okayed with ***** first.  ***** also said the a/c capacitor failed during ****** visit.  This was not noted by ****.  This was the first time my a/c needed a tune-up with refrigerant since it was purchased in 2007.I will e-mail pictures taken by the new technician and myself.

  Customer Answer

  Date: 06/30/2025

  Complaint: 23474967
  
  I have reviewed the business' response and am rejecting it because: This is my response to Astro Heating & Cooling Service reponse to my complaint submitted on June 16, 2025.  First of all the company office supervisor ***** had already been informed that the refrigerant in my a/c was low and needed to be topped off, and the a/c was turning on and off properly.  If the capacitor had rust on it does'nt mean it wasn't working properly.  Also since the homeowner was not present, **** the service technician should have requested to telephone and also should have left the rusted capacitor with my son to show me when I got home.  I did not approve of the capacitor being replaced.  **** also claimed that the capacitor was the only reason the a/c was not working, and that the a/c was full of refrigerant. I hired another technician to perform an a/c tune-up on my a/c.  The new technician performed an a/c tune-up and discovered that the a/c was completely out of refrigerant and the compressor would not turn on, contrary to ****** statement that my a/c was full of refrigerant and worked properly after replacing the capacitor. The a/c was not cooling my home when i returned home and after ****** diagnosis. The new technician filled my a/c with refrigerant and the a/c started cooling my house immediately and is still cooling my house.  It is not uncommon for older units to have small leaks, but with the a/c tune-up and topping off the a/c with refrigerant the a/c units usually will cool a home for the summer, but will need to be topped off  the next summer. The new technician needed to wash off my a/c unit with my water hose because it was dirty and **** had not cleaned it. The new technician also discovered that one of the refrigerant shreader valves was loose and the inside of valve cap was oily that indicates the shreader valve was loose or damaged and needed to be replaced.  The shreader valve and cap should have been replaced with a tune-up. So **** had not checked the unit properly.  **** also hadn't adjusted the thermostat.  The thermostat was still in the same position that i left it in when i left home. There was a flat fee of $114.00 for a properly performed tune-up. **** did not inspect my a/c properly for coolant levels and pressure, he did not properly check and adjust the thermostat, he did not clean or wash off the a/c unit or check other components.  I don't know why ***** would say our conversation was hostile and included inappropriate language, because i was polite to her and asked her to put me on speaker so others in the office could hear what i was explaining to her  on the phone what transpired between I and ***** (owner) on the telephone, since he hung up on me since i disagreed with him on how a/c units work after having a tune-up and his false statement that i cursed him out. Also in ******* response she said my a/c was working for seven days after ****** tune-up.  I didn't tell my a/c worked for seven days. ***** has made a false statement that my a/c was working for seven days and that our conversation was hostile and included inappropriate language.If the owner ***** told her to make false false statement, then she has a complaint against him.  She also did not offer to do a follow-up, because has to get everything okayed with ***** first.  ***** also said the a/c capacitor failed during ****** visit.  This was not noted by ****.  This was the first time my a/c needed a tune-up with refrigerant since it was purchased in 2007.I will e-mail pictures taken by the new technician and myself.
  
  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:06/09/2025

  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.

  6/9/25 Scheduled a MAINTENANCE CLEANING for my HVAC unit & gave the scheduler details about my unit . Astro person **** arrived looked & unit for 5 mins & said oh I cant clean this its too old. All the info about my unit was given to scheduler . He said she should have told you that ! No she didnt & I would not have scheduled a $114 look see. They ran an add in local magazines for tune- up & cleaning checkIs. I called the office & the person said well you didnt talk to me I would have told you . And proceeded to say its NOW A service call !!!! And thats $114. I was also told I was just angry because I would need a new unit. Classic ***************** Then he pretended not be able to send me a receipt after I foolishly paid for NOTHING!!! I asked **** are you at least going to check filter after I prompted him he looked and said oh yea its good. I paid the fee . Then realized they never planned on cleaning / tune-up. Please make note of these vultures. Insult to injury he said I should have someone from their company come out to SELL me another bridge in ********!!! They need to be stopped immediately!!! ASTRO HEATING AND COOLING!!!. I want my money returned I never scheduled a service check .I scheduled a cleaning /tune -up & I made it CLEAR!! He spent more time trying to send me a receipt than looking at the unit !

  

  Business Response

  Date: 06/24/2025

  On June 9, 2025, the customer contacted our office to request service on an air conditioning system using R-22 refrigerant. During the call, our office staff explained that R-22 is no longer manufactured or widely available, and due to its phase-out and high cost, we are limited in what services we can provide on these older systemsespecially if they are in poor condition.
  We were transparent in outlining the service call fee of $114 and explained that a tune-up would only be performed if the system was in workable condition. The customer was also provided with our standard R-22 disclaimer outlining these limitations. We then scheduled an appointment for a technician to evaluate the unit.
  Upon arrival, our technician **** found the system to be non-functional, in severely poor condition, and in need of R-22 refrigerant. He was informed that the customer had purchased the unit secondhand and had it installed by an unlicensed individual. Unfortunately, we cannot perform a maintenance cleaning or tune-up on a system that is not operating. **** explained that we could not charge the system with R-22 due to *** restrictions and the condition of the equipment, and that proceeding further could create more problems for the homeowner.
  **** spent time evaluating the unit and discussing its condition with the homeowner. He charged the standard service call fee of $114, which covers travel, evaluation, and time spent on-site. No additional charges were added.
  After the visit, the customer called the office upset about the outcome. Our team reiterated what had been discussed prior to the appointmentthat serviceability of R-22 systems depends entirely on condition and functionality, and that due to the phase-out, we are legally and ethically limited in what we can do.
  The customer then asked if she were to obtain R-22 refrigerant on her own, whether our technician would be willing to install it "on the side." This request was inappropriate and declined, as it would violate *** guidelines and our company policy.
  We understand this was a frustrating situation for the homeowner, but we were clear in our communication prior to the visit about the limitations and risks associated with R-22 systems. Our technician acted professionally and appropriately, and we provided the service as promised within the scope allowed. For that reason, we do not believe a refund is warranted.
  We remain committed to providing honest, ethical service and are always happy to assist customers with solutions that are safe, compliant, and effective.

  Customer Answer

  Date: 06/24/2025

  Complaint: 23445831
  
  I have reviewed the business' response and am rejecting it because:

  The response from the business in question has validated my reason even more for this complaint. I am disappointed that the company felt it better to conjure a fabricated retelling of the situation ; rather than admit the missteps & refund my money. In full of in part . 

  Most important are these facts:

  My unit IS NOT second hand (Didnt know that was possible). Never discussed the unit purchase.
  

  ***** admitted to me when I called back to with my complaint ; that the appointment was scheduled by a NEW employee and she SHOULD have explained the service in detail.

  **** was very disinterested in the unit when he realized it took R-22 . 
  

  NO INSPECTION was done & very little explanation was given. Line items on the receipt were not done AT ALL .
  

  MY unit may be older but has been serviced yearly . 
  
  I decided to try this company because they were able to come out sooner . No doubt they are not a trust worthy reputable company. Available appointments due to the awful business practices. 

  PLEASE KNOW this is not an acceptable resolution. All the paid ads in the world WILL NOT replace a solid business with integrity & great customer service. Neither of which you possess .

  My intuition prompted me to file a complaint & make it public this SERVICE CALL . And you doubled down on bad experience & made it worse with lies !!! No service/ tune up was performed. My $114 should be refunded. 
  
  Sincerely,
  
  ****** *******