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Business Profile

Air Conditioning Contractors

AGL Heating and Air, LLC
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for AGL Heating and Air, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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AGL Heating and Air, LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

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    Submit a Complaint

    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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    • Initial Complaint

      Date:10/15/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Purchase of a Trane heat pump 6-28-18. It is defective. They have been out 13 times to repair
      it. The company does not seem to want to do anything to resolve the issue. I would like
      them to work with me to replace the unit. They do not seem to be concerned.

      Business Response

      Date: 10/16/2024

      Although Ms. J**** and I have spoken on the phone, a public response is necessary.

      Ms. J****' did in fact buy a Trane system in 2018. She did experience a failure in 2022 which the result of a known issue with Trane's evaporator coils. This coil was replaced. Since that time we have visited to fix a blown fuse as a result of a customer attempt to upgrade the thermostat, and a visit to replace the customer supplied thermostat. Unfortunately in 2024 we have visited the property 7 times spread over the last 6 months. 1 visit was for a shorted wire between the indoor and outdoor equipment that pre-existed our install. A 2nd visit was for a bad capacitor which is not out of the norm. However, 5 visits were for an intermittent electrical/communication issue that was not producing the issue during our arrival. Each visit we evaluated the equipment operations, cycled the system and was unable to re-generate an issue - thus, we cannot fix what we could not find. Within those 5 visits included an almost 2 hours evaluation of everything within the system to try and re-create the failure. We did eventually find that the motor was intermittently failing and have since replaced the motor. Despite the 7 visits, she was only charged for the original broken wire and the capacitor. She was not been charged for the additional visits and Trane is covering the motor replacement.

      While we understand completely how annoying it is for someone's AC to fail and/or their system to have an intermittent issue, our hands were tied and we cannot start replacing parts without knowing which parts to replace. This was not an AGL workmanship issue, this was a Trane component that was intermittently acting up. We too share the annoyance that she felt. 

      The idea of replacing her system has not been presented to me (AGL) except through this BBB complaint. However, as discussed with her on the phone, based on the 2 failures (motor and known evaporator coil issue) there is no argument to be made to Trane to warrant a complete system replacement. We will continue to offer the best service and workmanship we can to her and other customers while also working through the random intermittent failures that exist in today's electronic world.

    AGL Heating and Air, LLC is BBB Accredited.

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