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Business Profile

Heating and Air Conditioning

Aire Serv of Mid Missouri

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints 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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Complaint status

Complaint type

  • Initial Complaint

    Date:10/22/2024

    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.
    This business was hired to install a hot water heater for our facility (***********/******************************) which should have been a commercial hot water heater (which was specified before the installation) but the business installed a residential and we cannot get hot water throughout the day. Our dishwasher is only temping at ******* degrees, which per commercial food guidelines it must be at 120 or above. I have reached out to the business to inform them of the issue, they have come out about 3 times and they are saying that they cannot do anything else and that if they have to come out again, we would be charged $89, which is not our fault. I feel as though they defrauded us and took advantage of the seniors.

    Business Response

    Date: 10/22/2024

    We previously had inspected on a customer complaint of no hot water and identified a pressure tank leak. We gave the customer a quote to replace the water heater. The technician wrote commercial in his technician notes on the invoice. The estimate, which is the binding agreement for work performed, makes no mention of commercial water heater, even though a light commercial water heater was installed. The senior center personnel briefed their board based on technician notes, not the legally binding quote. 

    We installed a new water heater for this facility on 12 July 2024. We installed the water heater that was in the quote that was sent to the customer, a light commercial 75 gallon natural gas water heater. We made special coordination for the water heater to arrive more rapidly than normal at the customer request, they were not charged for the extra shipping or handling. Upon installation water heater was tested, was producing water in excess of 120 degrees Fahrenheit. 

    Customer has called multiple times complaining of water not being hot enough. Water temperature tested at furthest water tap from water heater, always tests above 120 degrees F. This is also the manner in which the health department tests water supply temperature. On final visit operations manager, figured out that they were testing the dirty water temperature coming from the dishwasher (there is a temperature gauge installed in the drain line). The senior center personnel stated that was the correct manner to test it. 

    Operations manager called the State of Missouri ******************** and Senior Services, who manages food service inspections. Manager was informed that the senior center personnel were incorrect. Manager contacted city inspectors to verify that there were no local differences in code, was informed that there are no local differences in code. Manager informed senior center personnel of this. They then stated "well how do we know that the water going in the dishwasher is that temperature?" (the dishwasher is the first outlet on the line). Manager explained to senior center personnel how thermal transfer works, entropy, and hydraulics principals in depth. The senior center personnel assured him that they understood and agreed that was acceptable. We have no further communication with them since. Their bill is also ********************* the amount of the attached quote. We normally afford commercial customers a 30 day grace ******* making the bill now 70 days past due.

     

  • Initial Complaint

    Date:08/30/2024

    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.
    Aire Serv Mid Missouri replaced our entire Heat ********** Handler system 7/10/2024 with Luxaire 18 SEER Heat Pump, JHET Model Air Handler & Electric Heat Kit (8HK Series). They have twice adjusted the speed ************* settings on blower to help control high humidity (7/23 & 7/31). But it has not resolved humidity issue (as high as 60%; see PDF w 2 messages we sent). The 7/23 adjustment did not match specifications in product literature & caused problems noted in 7/31 msg. Change 7/31 had only slight improvement. Going to return but didnt. Were now burdened with cost of running a dehumidifier on high speed constant maximum 24 hrs a day as well as the time attending to it (also use DampRid). We never ran a dehumidifier last 4 years we have been in this home as old system always kept humidity below 50% when running A/C. The fan is always set to ************ has been no change to ductwork. They have not answered questions in the 2 messages (like if checked refrigerant level, air flow rate, thermal expansion valve, if system not properly-sized, if too much water sitting in the pan, etc). Had issue with ***** G during install wanting to not keep duct tube into new plenum box from wall (with screen for downstairs air return). He said he does it all the time & would be OK. I insisted do as was so no unscreened opening to fan unit. They completed install & left with no filter in place. When I questioned he said It does not come with filter. When I said filter is uncommon size he said they can install ******************* Filter ($$$).When I complained about high humidity he said If you have high humidity they can install a dehumidifier in duct ($$$). I am concerned we were overcharged as much as $3,000 [based on list prices of components like outside HVAC unit is $5,683.20] so asked for itemized bill (install invoice ***** only had one cost figure: $17,839.78) which they have not provided. Final cost was $16,947.79 after Veteran discount but still seems too high.

    Business Response

    Date: 09/17/2024

    on 9/17/2024 I spoke at length with Mr. ****** We have an appointment at his first available opportunity on 9/20/2024 to address all of his concerns. Our most Senior Technician and Manager will both be going to address all of his concerns. I let customer know we will address all of his concerns and make it right to our mutual satisfaction.  

    Customer Answer

    Date: 09/25/2024

    Re: ID # ********- **********************
    Why have you closed this issue?  I repeatedly tried to contact the BBB about issues in messages you sent me.
    Your emails to me do not provide a valid Hyperlink!!!
    You say click on the link below to access BBB's *************************** System to read this message.
    However it is not a Hyperlink.
    If you paste ***************************************************  
    Into a browser then it does not display your portal!!!
    You say the work has been completed.  By what basis?   
    Aire Serv had to order a part.  They were on site yesterday installing that part.
    They are going to return to make another modification.
    So much for BBB trying to help a consumer when you do not even reach out to me with a valid email and close a compliant that is still in progress!!!!!
    ***** HORNA                                                                      
    ****************
    ******************, *******; 65584
    Phone:  ************ 
    Email:  **********************

    Customer Answer

    Date: 12/18/2024

    12/18/2024 JM: Spoke with Mr. ***** ***** and he is very please with the service he was received from the company-(Airserve). The company continue to follow-up with Mr. ***** to make sure he is happy. Mr. *********** has requested to close this complaint as he very satisfied with the outcome. 

    Business Response

    Date: 12/18/2024

    ****** JM: Spoke with a ****** *****-(Operation Manager) and he has requested for this complaint to be close. He has been working with the consumer and has made all of the corrections to make him a extreme satisfied customer. 

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