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Business Profile

Heating and Air Conditioning

Tru Air, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heating and Air Conditioning.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/09/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Truair installed a ********** split HVAC unit in our basement ~18 months ago and it stopped working last week. It should still be on warranty and we tried contacting Truair, but their website has disappeared and when calling their number we get a message that they are "not accepting calls at this time." We emailed them a week ago and have not received an answer. We don't know if they are still in business or are ignoring their customers. At the minimum, we expect them to communicate their status and supply the warranty information if they are not able to service our HVAC unit. And if they are still in business, we expect them to contact us and honor the warranty to fix our unit.

  • Initial Complaint

    Date:06/06/2025

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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.
    Dave at Tru Air installed an AC unit for us last summer that included a 2 year warranty. That unit has broken and we cannot get in contact with Tru Air. Their website is gone, phone is disconnected and no email response. We are now having to find a new person to fix our practically new AC and having to pay for what should be warranty work.

    I am unsure what the BBB can help with but this business is now scamming all the customers they did work for as we now have no warranty for our equipment.

  • Initial Complaint

    Date:11/25/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Bad install of Heatpump caused refrigerant to leak from the system leading to short cycling and inability to heat the house. Owner, ****, agrees that this is an issue covered under labor warranty yet hasnt scheduled a time to make the repair. Weve called several times and get no response. We leave messages and get no reply. We are now using more expensive auxiliary heat. The heat pump is totally useless until its repaired. Weve already spent 500 dollars to have another **** company come out to top off the refrigerant but this only lasted 2 weeks before it started short cycling again. We need and expect some communication and follow up regarding this issue. Next step is to get lawyer.

    Business Response

    Date: 02/14/2025

    Have spoken with the homeowner and agreed to reimburse the full amount for the repair.  

    Customer Answer

    Date: 02/27/2025

     
    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.

    Sincerely,

    ***** *****

Tru Air, LLC is NOT a BBB Accredited Business.

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