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:03/28/2025

  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.

  I made an appointment last summer to have my boiler serviced. When a tech finally turned up on September 7th, he did not know how to do the job. Astar installed the boiler and knew what kind I have... he spent a long time trying to figure it out, but left saying he couldn't do it. Shortly after, our hot water stopped working. We called and asked them to come & fix what he broke. They have billed us for this while they never actually came to do the job I asked of servicing the boiler, wanting this bill to be paid first, it seems. I don't agree that I should have to pay to fix something they broke, all the while never getting the job done that I asked for in the first place.

  

  Business Response

  Date: 04/25/2025

  Balance was reversed and written off.

  Customer Answer

  Date: 04/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******** ********
  
  
  
   
  
  

• Initial Complaint

  Date:01/17/2025

  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.

  This occurred on 1/8/2025 I needed my furnace's ignitor removed and replaced, as I had no heat in my home. On 1/13/2025, Astar ************ installed it. I asked for an itemized bill. I was told it is a set price statement they follow. I wondered if I could have a copy to see how it is priced, but I was told I couldn't. I would have liked an answer to my question about a part I needed for my furnace I found online that cost ***** and cost me ******* from Astar. Also, the technician was at my home for twenty-five minutes removing and installing it. How do they estimate labor costs? For a job that is under an hour. *******? I felt taken advantage of because I needed heat in my home and had limited options due to the weather. It was 48 degrees in my house, and outside, it was 14 degrees. I called twice and left a message with someone because I was told the manager was in a meeting and would call me back, but I haven't received a callback. A pricing list should be made available to customers. It seems they are charging people whatever they want. There are laws in place to protect consumers from businesses that take advantage of people. I am asking for help.

  

  Business Response

  Date: 05/09/2025

  Thank you for your letter dated May 6, 2025. We sincerely apologize for the lack of response to Complaint ID #********. After reviewing our records, we were unable to locate the original complaint or the follow-up notice sent in January. It appears this may have been missed due to an internal miscommunication or system oversight.

  Astar Heating & Air Conditioning has been in business for over 50 years, proudly serving our community, and we do not take any customer complaintlarge or smallfor granted. We are committed to upholding the BBBs Code of Business Practices, especially regarding timely and professional dispute resolution.

  After reviewing all available notes and records related to the service call in question, we found no indication that the customer reached out to us following the visit. As a result, we were unaware of any dissatisfaction with the pricing or service provided. Had we been contacted, we would have taken immediate steps to address the concern.

  We are currently attempting to reach out to the customer directly and aim to have this resolved as soon as possible.

• Initial Complaint

  Date:01/13/2025

  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.

  On November 20th they came to service my boiler after they did could not get hot water only a warm shower when the temperatures dropped and we had those windy days we had very little heat on Monday my wife called them and told them of the problem at lunch time nobody showed so I called a boiler guy that lives nearby he came over looked at the boiler and found the boiler temperature was set to 140 and is supposed to be set at 180 he reset the boiler to 180 and fixed the problem so from November 20 to January 6th the boiler wasnt working properly I paid them ****** sorry it was on November 15th I called Astar and ****** said he was going to get back to me that was on a Thursday no return call I called Friday and he blew me off again not a very good business practice all I want is my money back

  

  Business Response

  Date: 02/10/2025

  We will be refunding *** ******** money.

  *****************

  Customer Answer

  Date: 02/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  

  Goood news they refunded my money thank you 
  

  Sent from my iPhone

  
  

  
  

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

  
  

• Initial Complaint

  Date:08/31/2022

  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.

  On Nov 2, 2020, ASTAR installed new duct work and a ****** 3-ton condenser ** to add central air to our approx. ***** sq ft home for $21,207 (invoice #******). We were assured and guaranteed that they would fix any problems or complete adjustments needed once we started using the system in the summer of 2021. Multiple times, different ASTAR technicians tried to make corrections to address unequal cooling; frequently temperatures reach well into the 80s in our living room and kitchen regardless of the thermostat settings while the 2nd floor is cooler than the 1st. In the fall of 2021, we were assured that ASTAR stands behind their work and asked to call them if the problems persisted in the summer of 2022. As found on their website, If the installation temperatures are not achieved, we will make any necessary modifications, repairs or replacements at no charge to you for a period of 1 year. This guarantee is meant to guarantee that the equipment we install is sized accurately for the home at the time of installation. The problems continued in 2022 and the ** system never adequately and efficiently cools the house, but, regardless of the assurances and guarantees we had been given, ASTAR will now require service fees each time we report an issue. In July, 2022, we contacted ****** who gave us the names of certified ***************** installers. We paid for three different companies (5 technicians) to examine our system. They all agreed that the system was undersized (min. 4-ton unit required), incapable of cooling the home, and in danger of failing. They also agreed that the ductwork was not correct nor properly installed. The exposed duct that enters the air handler is not wrapped in insulation, other insulation is split exposing duct, and the existing flexible duct to the kitchen is causing air not to flow smoothly and needs to be replaced with a metal duct. Other issues found by technicians are not included due to limited space. Please help make this wrong right.

  

  Business Response

  Date: 11/03/2022

  Good Morning,

  
  After looking to this I see the ** System was installed in 11/2020. We made modifications to the duct work in 10/2021. Since the duct work modifications were made, we do not have any record of any issues with the **. We Have been out to the ******* Residence since than for an estimate to replace the ******************* and maintenance on the ******************* & RO system. So, until receiving this complaint we were unaware they were still experiencing issues. I'd be more than happy to send **** and one of our installation managers out to address any concerns with the ** system. 

  
  

   

  *********************************************

  Customer Answer

  Date: 11/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  As noted in our complaint, this summer as previously instructed by their sales manager,we contacted ASTAR to request service on our ** system when it still did not cool our home. This was a newly installed system that never properly worked as verified by various service personnel and any adjustments made could only be checked in hot weather. After speaking with their office manager, we were told that she would have to secure permission to provide service. Upon her return call, we were informed that while they were willing to send someone to service the *** we would now be expected to pay. When we reminded her that their sales manager had guaranteed adequate cooling and ASTAR would continue to make adjustments until the house was properly cooled, we were informed that he did not have authority over the service department which prompted our complaint. In ASTARs response, they once again offer to send out a team to address any concerns with the ** system, but do not state who will be responsible for the costs incurred to achieve the original guarantee of adequately cooling the home.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 12/19/2022

  We need the customer to contact us and schedule and appointment beofre anything else can be addressed. 

  Customer Answer

  Date: 12/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and we agree to schedule an appointment to meet with **** providing we will not incur any additional charges for the service call.

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