Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/27/2024
Type: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 was offered a monthly subscription plan in November 2023 as opposed to the yearly subscription plan I had been paying. The plan was for a twice yearly service and inspection of my HVAC systems. After my last service I was told by the technician that my A/C needed a coolant recharge costing several hundred dollars. I asked them to hold off while I got another opinion since my system was less than 5 years old. I hired another HVAC company to also look at my system and was told that the unit did NOT need any coolant. I felt that I was being shystered by Custom Air. I called and emailed them in April that they discontinue charging my credit card for their subscription after they already charged me for ****** They continued and charged me in May. I have disputed the charge with **** and sent another email to Custom Air to cease charging me. Custom Air claims that I am obligated to pay them for ********************************************************** to such. They have no legal contract with my signature that I agreed to such terms. I want them to cease and desist these charges.
Business Response
Date: 06/17/2024
Dear ****************,
Thank you for sharing your experience with us. We sincerely apologize for any frustration or inconvenience you have encountered. We take all feedback seriously and aim to address your concerns promptly and transparently.
Regarding your situation, we would like to provide some clarity and assurance:
Subscription Plan Change: In November 2023, you switched from a yearly to a monthly subscription plan for bi-annual HVAC system service and inspection.
Service Recommendation: After your last service, our technician recommended a coolant recharge and an air scrubber installation. We understand you sought a second opinion, which indicated that your system did not require additional coolant. We respect your decision to get another evaluation.
Cancellation Request: You contacted us in April to cancel your subscription. However, there was an issue, and you were charged again in May. We apologize for this oversight.
We have thoroughly reviewed your account and can confirm the following:
Your membership has already been canceled.
We have ceased any further charges to your credit card.
Your refund has been submitted.
We strive to ensure our customers receive the best service possible, and it is never our intention to cause any distress or inconvenience.
If you have not received confirmation of your cancellation or have any other unresolved issues, please contact us directly at ************, and we will address them immediately. Additionally, we are committed to improving our processes to prevent similar issues in the future.
Thank you for your patience and understanding.
Best regards,
***********************************
Customer Service
Custom Air, Inc.
********************************
************Customer Answer
Date: 06/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.
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