Complaints

This profile includes complaints for AAA HVAC Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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AAA HVAC Services, LLC has 3 locations, listed below.

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  AAA HVAC Services, LLC

  1900 Reston Metro Plz Ste 600 Reston, VA 20190-5952

• 

  AAA HVAC Services, LLC

  4200 Lafayette Center Dr Ste C Chantilly, VA 20151-1241

• 

  AAA HVAC Services, LLC

  22977 Eaglewood Ct Ste G140 Dulles, VA 20166-9549

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:02/26/2023

  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.

  AAA HCVAC came to evaluate a Lennox furnace on January 27, 2023. The furnace indicated a "pressure switch cycle lockout" error. We informed the technician we believed the issue was a blockage in the condensate drain line and specifically pointed out a section outside of the furnace box that we could not clear ourselves. The technician said he checked all the lines and there were no blockages leading in and out of the inducer including the condensate lines. The technician noted that the inducer was likely the issue as it was making noise. A follow-up visit to replace the inducer was scheduled for February 1, 2023. The technician installed the replacement inducer and it seemed the furnace was working again. The technician noted that if the inducer didn't work, the entire furnace unit would need replacement. The invoice for the diagnostic and replacement of the inducer of $792.35 including tax was paid within hours of service completion. After payment, the furnace stopped working with the same issue. We ended up using a pipe cleaner and cleared a blockage in the pipe section we noted outside of the furnace box. In essence, the diagnosis of the problem was not right, and noting the potential need for system replacement seemed off in retrospect. The inducer may have been wearing down but it was not the cause of the problem. The attached emails and photo document efforts to find a fair resolution to refunding AAA's inducer installation labor but that exchange showed a lack of transparency in the cost breakdowns including discrepancies with the cost of the inducer part (vs market $), the cost of labor ($100 vs $`175), and a separate work order cost referenced into this service ticket. We would like to note that the nearly $500 cost for the inducer seems excessive as all research on costs for this part is around the $200 mark.  We are willing to pay for the diagnostic, and inducer part (at market price) but be refunded the labor costs & related sales tax.

  Business Response

  Date: 06/08/2023

  From: **************** <****************>
  Date: Wed, Jun 7, 2023 at 4:04 PM
  Subject: Re: ***************** Complaint (********)
  To: **************@mybbb.org <**************@mybbb.org>
  Cc: info aaahvac.com <[email protected]>
  
  Hi ******
  
  The issue is the homeowner had multiple issues and while our service is not free they after our service worked on the unit themselves and have given false and misleading information. We gladly also would have gone back out the next day to recheck but by the evening time of the same day of service i was told they themselves did something and it seemed to work. However, we did spend quite a bit time and the unit was not being maintained in few years as we have a service contract with the community and the service of maintenance is included in the agreement for all 300 units of Potomac yard.  We cannot offer a full refund and offered a $250 reimbursement, but they did not agree.
  
  Thanks
  *********;

  Customer Answer

  Date: 06/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  
  ****'s claim that we misled AAA by giving false information regarding the problem with the HVAC is absolutely false.  We explicitly pointed out what we thought was the problem, which was condensate drain line section. In essence, AAA failed to evaluate what we thought was the issue and focused on other repairs that did not resolve the actual problem.  As the furnace failed again with the same error, we did take initiative to check the problem area we pointed out and there was a blockage.  We cleared the blockage ourselves and it fixed the pressure switch cycle lockout. In our description of complaint, we outlined the issue and also provided email evidence that counters ****’s claims.  We were open to discussing a fair resolution but there was no clear nor transparent information on the break down of the charges to negotiate a resolution.  Had we misled AAA, we would not be rejecting ****’s response – we truly feel we were taken advantage of and our concerns dismissed because we were viewed as naïve homeowners.
  
  ****’s response to our complaint through BBB does not provide any specific proof or evidence where our complaint does.  The fact that AAA spent time and, in their opinion, believed the unit was not maintained to their standards does not mean that they should be paid fully when they did not fix the problem and charged for additional repairs that were not the real issue.  We do agree that AAA has serviced many HVAC units in our neighborhood and has good reviews. We also used AAA in replacing an HVAC unit in another property; however, our experience with this specific service was wholly inadequate. 
  
  We attempted to work directly with AAA but they did not respond in timely manner and was dismissive of our request - which is why we are using BBB.  It has taken over 3 months for AAA to provide that very brief and inaccurate response that places the blame on us – this is an indication of poor business practices, customer service, and his view of us as naïve homeowners.  We reject AAA’s response and will continue to try and find a fair resolution though BBB.
  We appreciate your service and assistance.
  
  Regards,
  

  ***********************

• Initial Complaint

  Date:11/16/2022

  Type:Order 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.

  On 10/03/22, I signed a service contract with AAA HVAC of Reston to purchase and install a water heater in my house. The contract included a Loudoun County mandatory installation inspection, for which I was charged an additional fee of $375. This inspection was supposed to be done within a week. To this date 11/15/22, over a month and a half, the inspection has not been done yet, being a gas water heater, we have safety concerns on the County test and validation of its proper installation. In order to resolve this issue, I have called AAA HVAC several times, spoke with the representative that processed my contract with unfulfilled promises that they will send us the inspectors. This is not only an unacceptable customer service practice but above all, it is a no compliance mandatory County safety requirement which was paid in advance to AAA HVAC.

  Business Response

  Date: 11/29/2022

  Loudoun county already passed the final inspection of this on 11-18-22.  There were some delays initially as some communicationS with scheduling inspection were delayed. But rest assured inspection was passed by county on 11-18-22. Job was already completed as well before inspection.