Complaints

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

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  American Air Heating, Cooling, Electric & Plumbing

  3945 Brookham Dr Grove City, OH 43123-9741

  
• 

  American Air Heating, Cooling, Electric & Plumbing

  2490 Hilliard Rome Rd Hilliard, OH 43026-9467

  

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:05/28/2025

  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.

  As a loyal customer of 17 years who has spent over $13,000 on HVAC products and services, I am deeply disappointed by the company’s recent handling of a malfunctioning unit installed less than three years ago. The following outlines a detailed timeline of events, communication failures, and unresolved issues that have led me to request a full refund of my Stars & Stripes membership and a formal acknowledgment of service failures.
  Timeline of Issues & Communications
  March 12, 2025
  Maintenance performed inappropriately in 30–40°F weather.
  Technician admitted to not cleaning outdoor coils, despite invoice stating otherwise.
  Requested corrected documentation—never received.
  March 28, 2025
  Leak test initially reported no issue; after questioning, tech claimed a leak was found.
  No documentation provided despite multiple requests.
  May 13–16, 2025
  Repeated attempts to obtain repair cost breakdowns were ignored.
  Received vague pricing ranging from $5609 to $11218 from Tom with no explanation. (New unit purchase April 2022 cost $6501)
  GM ****) was uninformed, refused to assist, and hung up on me.
  Tom claimed documentation was inaccessible due to a damaged iPad and system issues.
  May 19, 2025
  Still no documentation.
  Tom confirmed lowest-tier repair ($5,609) included only a 30-day warranty.
  No justification for pricing; parts supposedly under 10-year warranty.
  A second HVAC company diagnosed and addressed an inconclusive issue with the unit within 2 days for a couple hundred dollars, with clear documentation.
  May 21–22, 2025
  Tom delayed scheduled meeting, then contradicted earlier claims by providing pricing over the phone.
  Manufacturer credit amount changed from $2,000 to $3,500.
  Confirmed all pricing tiers involved the same work, differing only in warranty length.
  May 23–28, 2025
  Sent 3 formal refund requests for Stars & Stripes membership.
  No response until several follow-ups. *** offered only a $109.50 refund and dismissed all concerns.

  

  Business Response

  Date: 06/06/2025

  First, let me thank you for your continued loyalty over the
  past 17 years. We sincerely value the trust you've placed in us and the
  investments you’ve made in your home comfort through our products and services.
  I’m sorry to hear that your recent experience did not meet your expectations.
  We’ve reviewed your concerns in detail, and I want to respond with both
  understanding and clarity.
  Regarding your recent service experience and membership
  concerns:
  Service
  Performed on March 12, 2025:
  While the technician noted the outdoor temperature during the visit, our
  records and his notes confirm that services were performed in line with
  standard procedure given the seasonal limitations. We understand your
  concern about coil cleaning and apologize if the communication around this
  service was unclear.
  Leak
  Testing and Documentation:
  Leak detection is sometimes a multi-step process, and we regret any
  confusion caused during this visit. That said, a leak was ultimately
  found, which is not unusual even in newer systems. While documentation was
  delayed due to technical issues, we acknowledge that you should have
  received timely and complete information. We are currently reviewing our
  internal process to prevent such lapses moving forward.
  Repair
  Estimates and Warranty Clarification:
  The estimates you received varied based on the length of warranty
  coverage, not the scope of work, which may not have been explained clearly
  at the time—this is on us. However, the base repair costs align with
  industry standards, especially considering manufacturer warranties
  typically cover parts, but not labor or refrigerant. We recognize the
  frustration this caused and will work to improve transparency in future
  estimates.
  Stars
  & Stripes Membership Refund:
  We understand your request for a full refund. The Stars & Stripes
  membership remains active until its expiration and continues to provide
  discounts and benefits. As a goodwill gesture, we offered a prorated
  refund of $109.50 based on the remaining term and usage of benefits to
  date. While we regret you feel this is insufficient, our refund policy
  follows this structure and applies equally to all members.
  We genuinely regret that your recent interactions have led
  to such dissatisfaction. While we do not find a full refund of the membership
  justified based on the services rendered and policy terms, we are committed to
  improving how we communicate and deliver on our promises moving forward.

  Customer Answer

  Date: 06/06/2025

  Thank you for your response and for acknowledging the concerns I raised. While I appreciate the time taken to review my case, I must respectfully reiterate that a prorated refund of $109.50 is not an acceptable resolution.

  The issues I experienced were not minor inconveniences—they reflect a broader failure in communication, service delivery, and customer care. The membership benefits were not fully delivered, as the coil cleaning was never completed, and the guidance I received throughout this process was inconsistent and, at times, entirely inaccurate. These shortcomings directly contradict the value promised by the Stars & Stripes membership.

  It is unacceptable that it took over two months, multiple calls and emails, and ultimately a conversation with a technician—not management—to receive any information. My conversation with your manager further eroded my trust, as he refused to provide basic information, claimed only the technician could do so, and declined to join a three-way call to resolve the matter. At no point was there any genuine effort to work with me or find a resolution.

  Additionally, the pricing I was quoted by American Air was not only inconsistent but also significantly higher than industry norms. Independent research and a second opinion from another HVAC company confirmed that the estimates I received were excessive and not aligned with standard market rates. In fact, the second company contradicted several of American Air’s findings and provided a clear, affordable, and transparent plan of action within two business days—something I should have received from your team from the start.

  Given these circumstances, I am requesting a full refund of the membership fee. This is not simply a matter of policy—it is a matter of principle and accountability. I believe this is a fair and reasonable request based on the service failures I have documented.

  I urge you to reconsider your position and resolve this matter appropriately.

  
  
  Regards,
  
  
  
  ****** ********

  

  Business Response

  Date: 06/11/2025

  Thank you for sharing your concerns. We acknowledge the issues you've experienced and understand your frustration. While we believe our services were delivered in accordance with our membership terms, we value your feedback and are committed to customer satisfaction.
  To resolve this matter, we are offering a full refund of your membership fee.  We will mail a check out for the refund.
  We regret that we were unable to meet your expectations and suggest considering other service providers for your future needs.

• Initial Complaint

  Date:10/12/2024

  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 moved in a little over a year ago into a new build. The **** system was installed by americanair. My furnace started leaking and when I called they stated it was out of warranty as it's over a year but they can come out. When the tech came out they said everything seems to be running fine and appears to be just a clogged drain. The tech told me they see this all the time with new builds i.e. known issue. However, the resolution is the charge me anywhere from $400 to $1,500 to cut out the drain and replace it. Not just unclog it. I asked to have the office call me to better understand why they are not standing behind their products and install and the tech left. No call just a bill in the mail for $99 service fee and saying i refused to pay. The **** system is a little over a year old and I have changed the filter every month. It is clear this is a known issue that they are unwilling to address and just want to charge costumers for a service that is not needed and is unreasonable.

  

  Business Response

  Date: 10/14/2024

  This unit was out of warranty, as his system came with a ONE year labor warranty.  This was explained over the phone and he agreed to the diagnostic fee of $99 prior to booking the call.   Even if this was within the first year (which it was NOT), the repair would not have been covered, considering that it was a maintenance issue.  It is known that furnaces and air conditioners require annual maintenance in order to keep any manufacturer's warranties in effect.

  Customer Answer

  Date: 10/14/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 22414887
  
  
  
  I am rejecting this response because: The response does not address the compliant at all. I requested to have the office call me before I pay anything and they never did, just send me a bill. I am trying to understand how routine maintenance is cutting out a drain pipe instead of just trying to unclog it. Further more, in the response they confirm this known issue still wouldn't be covered even within the one year. Which tells me they don't stand behind their product or service they just wait for this known issue to happens then charge more than they need to solve the known issue. This seems like a very dishonest way to conduct business. Not to mention when a customer asks to have them call they just send a bill instead say they refused to pay. This also tells me they know its a dishonest practice given its a known issue which can we resolve in 5 minutes with some warm water and shopvac. 
  
  
  
  Regards,
  
  
  
  Nathan Hausmann

• Initial Complaint

  Date:06/21/2024

  Type:Billing 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.

  There was products not necessary to the function to the furnace paid for and didn't complete the job. Did not allow us to pay for parts that is still needed. Was not interested in resolving any issues and lying about was done.

  

  Business Response

  Date: 06/24/2024

  Everything in this job was completed.  The customer initially refused to sign the financing paperwork, but finally did so.  There is no further work pending at this location.  Any further work would incur additional fees, and we recommend having another contactor complete any additional work.

   

• Initial Complaint

  Date:06/11/2023

  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.

  American air installed a furnace at our house in December of 2022. They had two come back twice to repair issues from their install. I thought all was well. in June of this year, my AC/Heat Pump unit would not operate that we had installed in 2020. So, the AC unit didn't turn on, I called the company who installed the AC/Heat Pump unit. The unit was inspected and should have operated. The technician told me that the company that put in the furnace did not know what they were doing. This was painfully obvious after the install when the furnace was making noise because of a broken part they tried to hide. The technician said my AC/Heat Pump unit would never have worked the way it was wired. He asked me if it was young people who did the install, and I said yes. Typically, he responded, they just aren't trained or don't care. They need more training to work on that type of equipment. The really unfortunate park was the GM at American Air was arrogant and took no responsibility for any of this! When your air conditioning doesn't work, you call the company that installed the unit, not the company who installed the furnace. American Air doesn't understand this simple human response to an AC issue.
  
  I have an invoice from the AC company that explains American Air's shoddy workmanship.

  

  Business Response

  Date: 06/14/2023

  We did install a new furnace for Mr. ****** on December 20, 2022.  As far as coming back twice to repair the install that we did; We had to replace a faulty thermostat which was there prior to us replacing the furnace.  Mr. ****** chose to keep his existing thermostat, as he preferred his Nest thermostat to our Honeywell thermostats that we typically install with every job.  This was noted on his original proposal to replace the furnace **use existing thermostat**.  This was not a warranty issue, as we had never replaced it.  We charged him $621 to replace this thermostat, as it was not originally installed by us - This was emergency service on New Year's Eve, and he signed an authorization to do the work.  There was a piece in the furnace that needed to be replaced, and we did that under warranty.  However, Mr. ****** then proceeded to stop payment with American Express (his method of payment for the thermostat).  After much back and forth, he finally did pay that back to us.   As far as the current issue goes, the company that came out to "repair" the furnace wiring should not have touched it, since it was under warranty with us (if this is even true).  We have asked Mr. ****** for an invoice from the other company but he never furnished us with one.  In addition, we are a Tempstar Elite Dealer, and our installers have a lot of experience and training with this type of equipment.  

  Customer Answer

  Date: 06/17/2023

  Typical response from this company. 

  1. You will get an invoice copy of your sub-standard work repair when I get it.

  2. Obviously, the thermostat wasn't the issue. That is plain to see that it was wired incorrectly

  3. Your juvenile response to the technician that was here to "repair" the faulty furnace was expected. They are trained in proper install unlike the best in class training your installers receive because they couldn't even wire the job correctly.

  4. You can either settle with me here or you will be showing up in front of a magistrate in Licking County.

  5. You provide me a refund with the invoice I provide, plus the $621 I gave you for a thermostat that wasn't the problem.
  
  
  
  Regards,
  
  
  
  ***** ******

  

  Business Response

  Date: 06/21/2023

  Please send us a copy of the invoice from the other contractor.   We will address the rest of the issues from there.  Also, as far as the thermostat not being the problem initially:  The furnace wasn't running - We replaced your thermostat on December 31, 2022, and it has been running for six months.