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:07/22/2024

  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.

  Aurora HVAC came out and changed a condensate pump which does not seem to have been the issue. They also said they added refrigerant to my unit but upon having another contractor come out, I was told the refrigerant was low. I also found out that the liquid in my unit is banned by the *** and contractors cannot add it if they believe there is a leak. I believe he lied about adding the refrigerant. Upon calling him, he said he did not replace the refrigerant but after I sent him a copy of the bill he sent to my insurance company, he changed his tune and said he did add refrigerant. The work not covered by my home repair insurance amounted to $350 and was basically replacing plastic pipe. The second contractor that came out commented on how shoddily it was done and it was also leaking water. Please see the pictures attached,I believe this contractor scammed both my and my home insurance repair company. He did not do 1/2 of what he charged them for and did a poor job on what he did do.

  Business Response

  Date: 08/05/2024

  We are taking this matter to court, where you can have this issue presented to my attorney and the court.
  

  Please ensure you verify these claims with your warranty company as it is part of their process to approved the diagnosis before technicians begin any work (inputting refrigerant/gas) or repairs done to your system.   

  Thank you,  
  

  Auroras Hvac Services 

  Customer Answer

  Date: 08/05/2024

  I did not receive any notification about this going to court.  They're taking me to court?  For what?  I paid them.

  Business Response

  Date: 08/20/2024

  Please provide Aurora Hvac Services with invoice you received from the Hvac contractor that came out and repair the system. Please ensure that the invoice shows the repair in question, cost alone with the before and after photos. 

  Customer Answer

  Date: 08/22/2024

  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]

  They are requesting more information and still have not provided a response.  I want them to explain why they added $1,000 of liquid without checking if there was a leak first.  Also, their last response said they were taking me to court  what happened with that?  Was it just a stall tactic??   The system needs to be replaced and I am still getting estimates.  They should have never done their shoddy repair without checking for a leak first   Again why didnt they check for a leak before allegedly added $1,000 of R22 coolant??

   

   

   

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

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