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:09/18/2023

  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.

  After a severe lightning strike hit my home, My insurance adjuster hired this company to test ( a working HVAC system) for any lighting damage. Their 20 year old non certified technician disassembled my working system to test and photograph components, After he reassembled it, nothing worked. I had to hire another HVAC Tech to repair, his findings were the unit was improperly wired, and neglected to secure wires, away from moving parts causing more damage to wiring. Company owner refused to reimburse me, stating he was working for the insurance company and they were responsible. The insurance company states the opposite, claiming it was the soul responsibility of Aire Ease of Wise County , Virginia

  

  Business Response

  Date: 09/20/2023

  We were called out to Mr. ****** rental property for a lightning assessment, our company does a couple hundred of these per year for insurance companies that sub-contract us. Mr. **** is apparently upset that we would not falsify records to have his units replaced. There was no evidence that his unit had lightning strike damage, which is also listed on the insurance report. Our service tech is licensed. The complainant also contacted us almost 24 days after the initial appointment. I would assume he has used his unit with in that 24 days. He contacted us on the 15th with his concerns and the owner was unavailable and contacted him the 18th. He also stated he contacted his insurance company and they are denying they have any knowledge of this situation. We have also tried to contact a "****** ******* *** *******" from his hometown and they are non existent and are not a licensed company according to the VA DPOR. We have not been able to find someone to speak with concerning their invoice. The invoice we believe is illegitimate. He is also asking for a refund on an invoice that he paid which clearly shows a balance. We have not charged or collected from Mr. **** we are contracted by his insurance. We are also not sure who **** *** ****** is and how she is apart of this claim. We would also like for him to remove his many reviews against our company including those with his pseudonym, *** ****, which was used on ******** and ****** as well. 

• Initial Complaint

  Date:09/01/2023

  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.

  I had called them out to my home in August of 2023, because the AC wasn't working. They sent a technician out who looked over the unit and said he thought it was a reversing valve pretty quickly after arriving. I paid a technician to come out and replace the reversing valve and within 24 hours I was calling them because my ac still did not work. I spoke to a woman and told her I was very upset because I had spent over $800 to replace a reversing valve that clearly want malfunctioning. She agreed to send another technician. This time he actually took the time to check everything on the unit. A proper diagnosis was done and it was a $100 capacitor that was causing my issue. Something I could have and have changed before on another unit. My issue is they ripped my off by claiming it was a bad reversing valve without doing a proper diagnosis. A diagnosis I had paid $100 for. In total I've spent over $1100 on a $100 repair because they lied and didn't do any proper testing.

  

  Business Response

  Date: 09/18/2023

  The customer was refunded. We do have a done right policy and a guarantee policy on all of our services. We have spoke with Mr. ******* and we have cleared this misunderstanding in a way that is suitable for both parties. 

  Customer Answer

  Date: 09/20/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** *******