Heating and Air Conditioning
Arco Comfort Air, LLCComplaints
This profile includes complaints for Arco Comfort Air, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
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Initial Complaint
Date:02/26/2025
Type:Billing IssuesStatus: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 company installed a new furnace and air conditioner sep 2022 I also purchased a maintenance program for 1 year. They came out once to service furnace to clean and had appointment for air conditioner to be serviced on4/15/2023 which they never showed up. Called them several times only to get the run around from them and never heard from them again . Until now
now, 2 years later out of the blue they charge my card for $199 on 2/15/2025 I called them when it posted to my account. Told them I never ordered this and I wanted my money refunded back to my credit card. They emailed me an invoice that made it look like they were going to refund me my money back. Had to call them on feb 26th to see why it hasn't been posted to my account and got the run around again. They couldn't even tell me the account they returned my money in. When I told her citi bank custom card, she said they deleted that account. I believe this is nothing more then fraud of a disabled class since I am disabled.Business Response
Date: 02/26/2025
Hello,
Thank you for sharing your feedback. We are truly sorry that you feel this way. However, I want to assure you that we followed the request as it was provided, and we have refunded the payment to your card that was on file. Additionally, we have documentation, including a phone call, confirming that you were aware of the auto-renewal process as well as a screenshot of your account showing the refund took place on the same date of the original phone call. (2/21/25)
We also apologize for the automated reminder not being sent as it should have. While we strive to ensure that all notifications are sent on time, there are occasional technical issues that can cause delays. We understand how frustrating this may be.
Regarding the refund, please note that while we process it promptly on our end, we cannot control the length of time it takes for your banking institution to fund the account.
We always aim to improve our services, and your experience will certainly help us in this regard. If there’s anything else we can do for you, please feel free to reach out.
Best Regards
Initial Complaint
Date:11/09/2024
Type:Customer Service IssuesStatus: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 had a brand new HVAC system installed on 10/10/2024. Part of the "Supreme 4 ton Heat Pump System" package is to have the duct work cleaned and sealed. The company that did the duct work cleaning came out on the day they were scheduled (October 23, 2024). The next day (October 24, 2024), ARCO was to come to my home to complete the job with the duct "sealant". One worker came to my home and started taping the vents. He received a call from his partner. His partner "lost" the laptop that operates the machinery, so the worker at my home had to pack up his stuff and leave. I called ARCO and spoke with Stacy. I was rescheduled for the following week. They did not show up. When I called Stacy again, she told me that the workers mother went to the hospital so that's why no one showed up. Why wouldn't ARCO call their customers on the day they were scheduled to tell them no one was coming? I keep taking work off for these appointments. Stacy then told me that the workers would be at my house on Saturday 11/9/24 between 8am and 12 noon. Again, no shows. I called the "24" number (answering service). No one ever calls me back when trying to get an answer and leaving a message with the 24 /hr service number.
To top it off, the Carrier system they installed (the wall unit) does not connect as advertised for remote programming of the HVAC system. This was a feature I wanted and paid for. ARCO says its a Carrier problem. So I contacted that business and they gave me a claim number but so far, no solutions as to having a completely working unit.
I don't know what else to do. No matter how many times I call, I cannot get a resolution. I keep taking off work for a company that does not do what they say they will do.Customer Answer
Date: 11/19/2024
Consumer advised that the issue has been resolved by the business.Initial Complaint
Date:07/31/2024
Type:Service or Repair IssuesStatus: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.
We had a tech out to service our A/C unit. He saw that our water heater expansion tank needed replaced. He quoted us $349.20 to replace it. The part is only $50 at the local stores. When inquiring about our warranty we had with our water heater we were told that they weren’t included in that and its manufacturer warranty was out of date. No where on the receipt from our water heater does it say an exceptions to the 12yr parts warranty. The manger’s response when I spoke to him was “well, we’re trying to run a business here” . He asked about the technicians time, and the technician was already being paid for his time because he was out on a service call that was already pushed back months. Not only this but we have gotten furnace filters through them for years. Two yrs ago we paid $100 for a years worth of filters. Today they quoted us $275. That’s quite the jump if you ask anyone, and there is really no explanation for it and the expansion tank other than DECEPTIVE PRACTICES AND PRICE GOUGING!!!!Business Response
Date: 08/02/2024
To clarify, your Rheem water heater does carry a 12 year manufacturer
warranty but the expansion tank is an accessory so unfortunately while they are
often required together they do not carry the same warranties. The invoice sent
from our software utilized in 2019 should have specified this information.
We are sorry to hear you continue to feel this way. We do not dispute that
similar products we offer are available in local stores and online and we know
how easy it can be to become fixated on such information as the cost alone.
What does not populate in such a search result or in the store is the reminder
that with our pricing you are receiving so much more than a product, like the
convenience of having someone who has dedicated their life to mastering their
trade prevent an even bigger inconvenience, peace of mind you are in good hands
and confidence in knowing that should any issues arise, we are still there to
help and stand behind our work. Qualified technicians could make jobs look
easier than they are because they are experienced and have invested in the
right tools and training to complete their repairs with our customer’s safety
top of mind.
Ultimately, we are running a business but
one that values both our customers and our employees, so we take
tremendous consideration into developing our flat rate pricing model and
remaining up-front and fair is always the priority. While we understand the
nuisance and financial strain of an unexpected repair we take pride in our practices,
prices and our technicians and find that a refund on work presented, accepted
with a signature and completed as described cannot be justified.Customer Answer
Date: 08/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The technician was already at my home for an appointment that was pushed back over two months by ARCO to inspect our A/C unit. The technician not only made my wife feel uncomfortable with the way he acted, he failed to investigate a hard startup on our A/C my wife had talked about because he “heard it and it didn’t sound right but he tested it and it was ok” when last year a senior technician told us we may have to have a capacitor installed by the following season. Along with that we let him use our bathroom to which he couldn’t even close the door all the way according to my wife. Then he complained to my wife that “You mean I have to drive that far” when she told him where the nearest Home Depot was.
You can NOT tell me that filters that only ARCO seems to sell can go from around $100 to $275 within 2 years, after the original person I spoke with about the filter told me $135. Then after “speaking” with someone because I questioned that vs what the tech told us, she came back and said “Oh yeah, they are the $275” It demonstrates the price gouging I was referencing.
As for the schooling and such “I’m paying for”, the tech worked on that specific job for less than an hour. Like I said, BLATANT PRICE GOUGING.
The receipt for the water heater is all we received from the tech at the time because it was a scratch and dent water heater, if ARCO still has the email receipt for it I would love to see it. And since the tech that installed it probably should have put some support for the expansion tank to begin with, which wasn’t done when we got the water heater, I could probably say that it wasn’t even installed properly to begin with.
Regards,
******** ********
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