Complaints

This profile includes complaints for Apple Air Conditioning & Heating's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Apple Air Conditioning & Heating

  700 Broadhollow Road S Farmingdale, NY 11735

• 

  Apple Air Conditioning & Heating

  700 Broadhollow Road S Farmingdale, NY 11735

• 

  Apple Air Conditioning & Heating

  3818 Merrick Road Seaford, NY 11783

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:04/22/2025

  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.

  A year a go i had Apple air service my AC unit. They wanted my credit card number for a ONE time service. I was Extremely hesitant yet I gave them the # to my ******** express card. Again and again I made it know that this was a one time service. Guess what they did this year, Apple air charge my card again. A year ago, when that lady wanted my card number, she knows what she was doing. I guess it's the perfect crime because they're gonna say I'm in a subscription. The call should be voice recorded a year ago and you will hear me trying not to give her my card number for a ONE time service. If you can't help, there's other legal ways to get my money back but I don't want it happened to anyone else. Who enter the info in the computer. They should have a voice recording of my voice

  Business Response

  Date: 04/22/2025

  We refunded this customer immediately upon him calling in.  We record all of our calls.  Customer insist that he told us repeatedly told us this is for a one time service.  That is not the case.  We auto renew memberships and communicated this 5 months prior to renewal to our entire customer base.  

  Customer Answer

  Date: 04/23/2025

  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:

  I was very adamant about one time. I booked and pay for a flight 6 months ago ,Do I get to fly again by just Showing up at the airport without any paperwork at all. Again, they have the recording Why not play the tape for all 3 of us? And you will see how adamant I was about one time. I get tons of emails and I only authorized them to use the card one time. Please take my credit card number out your computer system.

  
  

  ****** ********
  
  
  
  
   
  

  Business Response

  Date: 04/24/2025

  We will certainly remove your card from our files.  This is a subscription membership.  It auto renews.  As I previous mentioned we record all of our calls.  If you want a recording of it I can probably download and send it to you.  We renew all of our memberships on a yearly basis.  I apologize that you got renewed.  We did send messages to all of our customers stating that we were switching to an auto renewal system.  

  Customer Answer

  Date: 04/25/2025

  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.
  
  My hard-earned money was returned and I'm happy.
  Thank to all that made this happen.
  *** 
  
  
  
  
   
  
  

• Initial Complaint

  Date:03/27/2025

  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.

  Used to be a great company until it was sold. They used to cover labor and parts. No longer. You are basically paying for a contract that does a tune up. I switched AC companies and notified them two years ago. I just found out they charged my charge card about 10 months I did not give them permission to have my card on file.

  Business Response

  Date: 04/10/2025

  We have processed the customers return.  It was on a credit card.  It takes 5-7 business days to process.  The customer was alerted of this.  I thought this was closed. 

• Initial Complaint

  Date:02/03/2025

  Type:Product 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.

  Installation of heating equipment that is faulty (EIM not receiving power). I have had their service techs return 4 times to investigate - each time, they've ensured us it is working properly but it continues to fail. Seeking a proper installation and/or full refund for the work done, in addition to making sure that the house is heating instead of leaving us without heat on an entire floor of our home. - Service rendered on 1/29 - Equipment totaling $488.81

  Customer Answer

  Date: 02/06/2025

  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:08/02/2024

  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.

  The company provides a window and does not provide a technician, they also don't tell you that no technician is coming. Our unit has to be looked at every year we've had it and no resolution has been provided. I was promised an appt today, now the technician won't arrive until tomorrow

  Business Response

  Date: 01/27/2025

  Thank you for taking the time to share your experience with us. We apologize for the inconvenience you encountered regarding the technician scheduling and the recurring issues with your unit. Your feedback is important to us, and we are committed to improving our communication and service processes. 
  

  We are pleased to inform you that we have since resolved the issue to your satisfaction, and we appreciate your continued trust in our services. We take pride in maintaining long-term relationships with our customers, and we are glad to have been able to assist you with your needs again. 
  If you have any further concerns or require additional assistance, please do not hesitate to reach out to us directly at **************. We are here to help and ensure your experience with us is positive. 
  

  Thank you for your understanding and continued support. 
  

  Best regards, 
  The Apple Air Team 

  
  

• Initial Complaint

  Date:06/04/2024

  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.

  I had a tankless water heater installed on May 19th 2024 and I was charged for services not performed. Prior to installation of a tankless water heater I was given an estimate and this estimate included installation of a gas line from the gas meter to the tankless water heater which is approximately 40 feet away, the cost of the piping was 2-20ft pipes $1089.73 each with a total of $2179.46, and labor was approximately $500 for the installation of the piping. The gas line was never installed and a nearby gas line 2 ft away which feeds my furnace was used to feed gas to the water heater. On May 23rd I went to their Farmingdale location and spoke to a manager about my situation including a leak from the tankless water heater itself. The manager assured me that I would receive a refund for the services not performed and that he would send someone out the following Tuesday pertaining to the leak and that I would hear from him soon. I took off of work and no one showed up that Tuesday so I called asking what had happened and was not given a reason so I asked to speak to the manager and I was told I would receive a callback which I waited a week for and never happened so I called again and was told again that I would receive a callback.

  Business Response

  Date: 01/27/2025

  ****, 
  

  Thank you for sharing your experience with us, and we apologize for any inconvenience you have faced. We are pleased to inform you that we have since refunded the amount for the services not performed. We understand that the initial installation of your tankless water heater did not go as planned and that there were issues with the gas line installation and subsequent leak. We regret that our communication and follow-up did not meet your expectations. 
  

  We appreciate your patience and are committed to improving our service to ensure that such situations do not occur in the future. If you have any further concerns or need additional assistance, please do not hesitate to reach out to us directly at **************. We value your feedback and look forward to providing you with better service in the future. 
  

  Best regards, 
  The Apple Air Team 

• Initial Complaint

  Date:01/02/2024

  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.

  Apple air completed an oil to gas conversion on 1/4/23. It was a 9hr ordeal that went into late evening hours. Same night I went into the boiler room with the tech, he stated he cleaned the floor. There was a vacuum and floor looked wet so I accepted that. Smell of oil permeated my entire house, I was told to open the windows. Smell never went away. The next day, smell was just as strong, went into boiler room and observed floor was still wet, which was odd, turns out it was Oil. Called Apple they came, cleaned it, but the oil kept seeping through the tile, they were going to get a contractor to remove the tiles (asbestos tile) and fix the issue, they never did. They damaged both my washer and dryer, they covered my water lines with caulk, there was an awful smell in the house and even worse when the heat was on, so I used space heaters last year. I asked to check for a gas leak, they came out and said there was no leak. On 3/18/23, national grid came out and found the leak right away, the tech smelled it upon entering my home on the first floor. The boiler is in the basement. I have tried to resolve this with Apple numerous times, they ignore my calls. I have text conversations and recorded convos in my house with Apple air saying that they will fix the issues, however they refuse to do so. After doing some research *** realized that this company does this to many people, however my situation couldve been deadly.

  Business Response

  Date: 06/17/2025

  We deeply apologize for the inconvenience and distress caused by the oil to gas conversion on 1/4/23. We are truly sorry for the extended duration, the persistent oil smell, and the damage to your washer and dryer. We understand the frustration and discomfort this situation has caused you. To make amends, we have offered to replace your washer and dryer and to install laminate flooring over the basement floor where the oil spilled. We are committed to resolving these issues and ensuring your satisfaction. Please contact us at ************ so we can discuss further steps. We value your feedback and are dedicated to restoring your trust in our company.
  
  ******** ******** 

• Initial Complaint

  Date:12/20/2023

  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.

  2021 I used AppleAir to install a ductless air system . Part of the contract was a 2 year service. In 2022 I schedule a tuneup, the technician came, and if I was having any problems with the unit. I said no. He replied your system is fairly new, if youre not having any issues you are good and left. In January of 2023 I scheduled a tuneup online, few days later I received a call saying that I couldnt scheduled tuneups online, and that they needed to reschedule. While I was on the phone with the representative she asked if I wanted to extend my service contract, to which I replied that I was not going to extend. She told me the next appointment is not till March. I said ok. The day before the appointment I received a call from **** saying that they couldnt keep the appointment because they were overbooked! I told them that had taken half a day off too and I needed the tuneup as my contract will expire and I wanted the Service to be covered. He said we will cover the service since it wasnt your fault. He said our next appointment is June 29th, I said ok. (again, I took the afternoon off) and last night I received a call from ***** (from Apple air and said that they need to cancel my appointment because they are overbooked AGAIN! This is absolutely unacceptable, twice with the same excuses. And to top it all off, I was told that I would have to pay for the tuna up because my service contract expired! Which is true, however, had they kept the initial appointment in March, or the one for today, June ******* I would not have been in this situation! The company canceled their appointment twice. Appointments that were made months in advance, they have the nerve to call the night before the appointment and to say that I will be responsible for paying for the tuneup because the contract expired!! I made the appointment 6 months before the expiration. Shame on management for running a poor business with lack of communication and costumer service!I am still waiting to hear from management regarding this.

  Business Response

  Date: 01/27/2025

  Dear ******, 
  
  Thank you for bringing this matter to our attention, and I apologize for any inconvenience you have experienced. 
  We have attempted to contact you to resolve the matter, but unfortunately, we were unable to reach you directly. As a result, we have left voicemails to ensure you are aware of our efforts to address your concerns. 
  
  I want to assure you that we take your feedback very seriously and are committed to resolving this issue to your satisfaction. I understand that you have faced multiple scheduling challenges and that this has caused significant inconvenience, especially given the need for timely service before your contract expiration. This is not the level of service we strive to provide, and we regret that your experience fell short of expectations. 
  Again, I sincerely apologize for the disruptions and miscommunications you encountered.  
  
  Best regards, 
  The Apple Air Team

• Initial Complaint

  Date:09/12/2023

  Type:Billing 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.

  Please people don't get sucked in with the uniforms, and the trucks, they charged me over $1000.00 to install a ring doorbell, that's including membership, transformer (which they claim was malfunctioning from the doorbell, but when he left, he removed the transformer so there was no way to determine that was the issue. Please save your money, scam company.

  Business Response

  Date: 10/30/2023

  8/8/2023 $421.00  They called because there doorbell is not working. We found ring with no power. We recommended running a new wire to it. They chose to re-feed from switch on opposite side of the door

  8/28/2023 - $0 What we were called for was to fix ring doorbell. What we found was there was no voltage at the transformer. What we recommend is changing out the transformer. What we did was change out the transformer.  When we did so the transformer got hot and burnt out.  What we recommend is  getting a new ring doorbell device and we can come back and install the transformer and device again.

  9/12/2023 CHARGED ****** & REFUNDED defective ring doorbell and transformer

  9/12/ 2023 ( Visit 2) No charge

  9/13/2023 $0 -  the transformer is burning up and causing the ring doorbell not to work.  The last door bell actually burned the back of the button. We also found that need to try another option. What we recommend is letting us do some research, talk to customer service, and come back to you with a new solution to make this work. What we did was replaced 24v transformer again.

  9/27/2023 - $0  Operations manager wen to customers home after talking to RING, re wired original wires and installed New ring door installed with new transformer. REFUNDED second CHARGES to the customer & left extra doorbell to customer. 

   

   

   

   

   

  Customer Answer

  Date: 10/30/2023

  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:08/18/2023

  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.

  The whole process started on April 13th, 2023 with my mother getting emailed estimates for their central air retrofit. They agreed to the estimate on June 9th, 2023. June 27th, 2023 is when a past due estimate got emailed. The issue being the install on June 13th, 2023 had gone horrible wrong. The work crews sent to do the job broke piping, didnt understand the scope of work, and did a sloppy job. Calls to leadership followed. Leadership listen to and was aware of co-workers suing foul language to each other and to the customers. The equipment installed wasnt done right and several teams had to come to try to fix the issues. The managers came with the crews and in the end stopped answering texts and calls. Its coming to this point because all attempts to repair have failed and all communication on the managers behalf has now ended. I am no longer getting answers or managers coming to resolve issues. The systems is running but may not be installed right. It leaves almost 90% humidity in the air and it is extremely uncomfortable in the house. The equipment sold to my elderly parents when I was away on vacation was sold as the insured best but the sales person then started insulting the equipment when the install team had many install problems. I have all pictures, videos, and documentation for theses issues. I tried to be nice and go through the company but when you go with the best equipment you deserve the best comfort. They were the highest of the three bids and they did a poor job. I have all names but left them out for now. I want to system fix or replaced. I also want compensation for all the days I needed to be there to supervise the work that was suppose to be done day on but took many days. They are trying to report to collection with blank paperwork and vulgar threats but most of the job is paid already. The unit isnt working properly and the customer is not satisfied. Promises were given and were not received. This is not right and reads like an scam.

  Business Response

  Date: 11/21/2023

  We uphold the highest quality for our clients and are willing to make any corrections to ensure your satisfaction. Please let us know dates and times you will be available to walk the property with a manger and close this work out. 

  Customer Answer

  Date: 11/22/2023

  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]

  You cant walk the property and fix the issue when its winter and the issue is with a central air system. It should have been resolved when the system was installed over the summer not in the middle of the winter. You cant properly fix a central air issue in the winter it has to be done in the hot humid summer!

   

   

   

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

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

• Initial Complaint

  Date:06/12/2023

  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.

  Week of August 22, 2022 our central air leaked into bedroom. Called apple air, they came a week or so later. Tech they sent said it was a crack in our drip pan and that he ordered the part, they'd be in touch when it's in. We followed up for months being told it was backordered. In early April of 2023 I was told that they part was NEVER ordered and they wanted to come back to make sure it was even the right one. They sent a new tech who said the drip pan was fine but we needed a new coil (covered under our warranty). This new tech sent the order in, and again weeks go by with no update when we call asking. I don't have exact dates, but about 3-4 weeks after that tech came, I was told by **** the parts coordinator that they never ordered that part. We have called weekly and are still waiting on the part. **** has admitted to forgetting to follow up with the vendor. I've also dealt with ******, the parts manager who seemed like he'd be competent enough to get this solved but has also proved useless, no longer taking my calls or providing the updates he promised. We have no more faith or trust in this company, and just need this job completed since this has been going on for 10 months. They've said we'd get 30% off this service, but at this point I don't even feel like that's enough. They have wasted our time and our patience. We had to move our girls bedrooms around due to the lack of AC, our parents who provide our child care have had health issues because of the heat. This is hands down the absolute worst service and accountability we have ever received from any company. There's a good chance I've forgotten to include details because of who frustrated I get anytime I think about this experience. Please reach out to me if there is anything I can clarify.

  Business Response

  Date: 06/16/2023

  The company dropped the ball on this customer's case. Poor communication between departments. Once the matter was escalated to different manager, the part was ordered. We have them on the schedule for today (6/16/2023) to make the part replacement. We will do everything in our power to get their AC system up and running properly.