ComplaintsforCair Heating & Cooling, LLC

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Had a new system, furnace and air installed in October. Have a problem with it I tried contacting them, they don’t answer phones, return e-mails, since then I have found out that they have filed for bankruptcy in July so my warranty isn’t worth anything now. It didn’t pass inspection that’s when I found out they had filed for bankruptcy and I’ve called their other locations in Cincinnati and Indianapolis and Louisville and their numbers are no longer in service but they are still advertising they don’t answer that number either. What can you do to get this company to honor the warranty they sold me? The reason I went with this company is because they claim they take care of veterans.

• Initial Complaint

  02/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Over Christmas 2022 weekend the heat in the house stopped working. I called CAIR heating and air, the installers of the unit that was less than 2 years old for emergency repair. They never called back so warranty covered parts had to come out of my pocket so I could get heat from another company. CAIR did call me back after the repairs had been done to apologize and after a few emails (I have the email chain) the GM said they would reimburse the repairs. The date for that email was January 13. The following Monday I reached out and was told the woman that did the checks was off that day but I was emailed the next day and said it was done and in the mail. It is now more than a week since that email(I have them) and still no check or any correspondence from them. The biggest issue is once the other contractor fixed the heat, it appears the unit was never even installed correctly and now they wont even back up a promise they made.

  Business response

  05/08/2023

  The business stated this matter is now resolved.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: 06/17/22 Amount Paid: $6,125.00 On 06/17/22 CAIR Heating & Cooling installed a new ******* GX14 2.5 ton A/C Unit and a new ******* ARUF Furnace, replacing a 20 year old system. From the moment the unit was installed I voiced my concern to the installer regarding the loud grinding noise coming from the A/C Unit. I was advised to allow the unit to run a few hours and the sound would go away. The A/C Unit failed just a few hours later following the initial installation and began blowing warm air. On 6/18/22 CAIR Heating & Cooling sent a different technician the following day to repair the unit. The new technician spent several hours re-installing both units. According to the technician both the furnace and A/C unit were installed incorrectly. Again, I voiced my concern regarding the screeching/grinding noise coming from my new A/C unit, as it is now louder than the 20 year old unit it replaced. I was told again to allow the unit run a few hours and and the noise would go way. The following week I contacted CAIR Heating & Cooling regarding the loud noise coming from my new A/C unit and they sent another technician out to change the fan blade. This repair also did not resolve the issue of the loud screeching/grinding noise coming from my A/C unit. The technician stated they would place and order to install a muffler/blanket to the compressor to resolve the noise issue. A few days later the unit failed again and began to blow warm air. At this time I requested to speak with management. The manager "****** agreed to swap the GX14 2.5 ton A/C Unit unit with an identical new unit, confirming the noise was indeed abnormal. Unfortunately the new unit had the same screeching/grinding noise as the previous one. Management then sent a rep from the manufacturer ******* to check the unit. At this time I was told the compressor for the ******* GX14 is abnormally loud and the manager attempted to upsell a different model for $800 more.

  Business response

  08/12/2022

  Tell us why heMr. ******,
  
  We understand you are upset with the unit sound.  We giving you a good, better and best option on the system and you choose the unit good option which is a base 14 SEER system and the noise level on the unit is standard by the manufacture.  We had a factory rep out on your home to even verify the unit was working per the specs.  I know that you are not happy and sorry for that, but the unit is working exactly how it is supposed to.
  
  Please let us know if there is anything else we can do for you at this time.

  Customer response

  08/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  The information provided is incorrect by CAIR Heating & Cooling is incorrect.  I was not offered a good, better, and best option.  I have attached a  copy of my quote which includes two options, both of which are ******* units which the salesperson himself stated both have the SAME compressor.  I was told on multiple occasions by technicians onsite that the noise coming from the unit was abnormal and would be resolved.  I was offered a blanket/muffling device but the repair was never done.  The manufacturers rep was indeed briefly onsite, but abruptly left after receiving a phone call without EVER speaking to me.  How is it possible the new unit 2022 unit is 3 times louder than the 20+ year old unit it replaced?  How does my neighbor have similar ******* unit but it does NOT make this noise?  I believe I have a faulty installation.

   

  I'm not certain at this point which is true regarding CAIR Heating & Cooling.  Are they unwilling or simply incapable of resolving my issue?

   

   

   

   

   

   

   

  
  
  Regards,
  
  **** ******

  Business response

  08/16/2022

  We had a factory rep on site and he verified the unit is working per spec.

  Customer response

  08/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I would like the owner to come to my property and listen to the sound of this unit themselves.  I have NOT spoken to a factory rep.  The rep that came out previously left abruptly without discussing anything with me, the customer.  I would like the factory rep to return and speak with me directly. I would like to know my options regarding the manufacturers warranty.  At this point, it may be necessary to contact a different company to do the warranty service.  I was told on two separate occasions by CAIR Heating & Cooling that a technician would be back to install a muffler/blanket to help with the loud screeching/buzzing noise.  The unit is now intermittently making a rattling sound which sounds as if something inside is loose or the unit itself is unlevel.  

  
  Regards,
  
  **** ******

*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. ↩