Complaints

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:05/06/2025

  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.

  I had a drain pump malfunction on my HVAC system. AireServ installed the unit new at my house approximately 4 years ago. After approximately 2 years, the drain pump malfunctioned, and AireServ replaced it. Now, after another 2 years, the drain pump is malfunctioning again. The tech came out from AireServ and said it was probably a stopped-up drain line, although the pump would not shut off and would burn out again. The drain line is clear plastic and wasn't clogged.. The pump was stuck, and running it was dry. But rather than changing the pump, he "pretended" to blow the unobstructed line out. After damaging my plumbing, which he had to repair, he poured water into the pump. The pump cycled one time. He charged me $289 and left. The pump ran dry and wouldn't shut off. I called again, and a new tech came out, advised me the pump needed to be replaced, but he couldn't do it right then because he had used his last pump. Days passed with the pump still running, so I called the company again and was advised that for a service charge of $89, they would send another tech out to see what my problem is. I want my $289 refunded and I don't want this company in my house again.

  

  Business Response

  Date: 05/06/2025

   

    The first tech cleared out the drain line, we have a video showing this I have attached a still pick of the gunk that was blown out. We have not reason to "pretend" to do something. Your pump would not shut off because it could not push the water through the vinyl hose that is why he blew it out. The second tech came out at no charge and cleaned the pump out and indicated that the pump was working properly and if it happened again then it would need to be replaced. I have pictures and videos that show we did our job properly. 

  Customer Answer

  Date: 05/08/2025

  
  
  Complaint: 23291501
  
  
  
  I am rejecting this response because:The  drain line was clear to start with. The tech took the line off of the pump and I am standing there looking at him. There was no blockage. The Pump is bad and this is the reason they were called. Had there been a blockage It could easily be seen through the clear plastic tubing. I have no idea what that man took a picture of but it wasn't blockage he took out of the line. When he left the pump was still running or I would not have called them out again. They had already replaced the same pump within two years after they installed the HVAC system so apparently it is a faulty pump. Everything I said in my complaint is true. The tech covered himself so he could charge me $289. I can't do anything about this but at least this complaint is on file and I will know better in the future. Hopefully other people will read this complaint and think twice about using this company. 
  
  
  
  Sincerely,
  
  
  
  ******* ********