Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My. central air unit went out, I contacted ******** **** ****** (652234748) within 2 days a claim was filed invoice number ***** for Air Max. Service guy comes out 6/14/24 I, inform him its a strong sweet smell in the home. service guy informs me I, have a leak, he did not do a leak test and my invoice states lbs r-22 $244.80 plus $100.00 service charge. Well he added the lb freon, (system went out again.) Airmax is closed on the weekend so I.can only leave a message. Well since they didnt reach out to me come monday morning, I finally reached out to them. Of course we are booked for a week out. So day 10 zero air. Filing a claim is easy getting help for a mess up is the hard part. So throughout the 4th of july with visiting family zero air. AirMax shows 7/5/24 Jason for 40min tops you have a leak, I dont know were but the freon that previously was paid for leaked out. Jason does not contact homeshield he leaves and says well take a video if anything happens. It will take 48 hours for our resolution, Then I, recieve another invoice to sign on line for an additional $244,00 for the same problems that should have been handled on 6/14/24, total now is $584.80. air unit as of 07/08/24 still not running with Freon leak and smell. 10;48 am with kids and pets
Business response
07/09/2024
..We were contracted by your home warranty to service your property. All non covered cost associated with any repairs are deemed by the home warranty. We are not privy to the policy that you hold with them. We did not collect a service fee you paid that directly to your home warranty. We have to follow all repair guidelines set forth by them.For any other issues for refund please contact your home warranty and your policy states you must pay for refrigerant it is not a covered item. *** policy states if the unit is not 3 lbs or more we are not approved to perform a leak search. Your unit was 1 lb low per guidelines we added refrigerant and collected the fee. When we revisited the home, poor air exchange over evaporator coil was failure , you declined the cost to repair/cleaning ,your home warranty has completed the work with us. If you should have any further concerns please contact your home warranty.Customer response
07/10/2024
I did not deny services for AirMax to repair what’s needed for 6/14/24. Look a on invoice. Central air unit leaking. Does not show any inspection for the leak nor any sealant for leak. The service guy just adds Freon. I paid outta pocket with my credit card $244.80 $100.00 service fee and $4.80 credit card fee. Air unit goes right back out. Meanwhile Freon gas leaking inside the house you can smell it. AirMax sends service guy out a entire week later 7/5/2024 for the same problem feron leak but now there demanding more money outta pocket see documents sentBusiness response
07/10/2024
The home warranty has completed work order and reassigned per your
request, any further communication you will need to contact themCustomer response
07/11/2024
So the company came 6/14/24 only found a one pound leak. So this is there excuse for not inspecting the unit. And not contacting **** ****** for permission for a sealant. So the unit goes out again. They wait 7 days before a service guy comes out knowing of a Freon gas leak. Only takes a day when receiving a new claim. So Jason shows 7/5/24 for 30 mins. While witnesses in my home says you have a leak I’m not sure we’re. It’s going to take 48 hours to get a reply from Homeshield. Being an inspector myself over 20 years. I get the attached email. What am I paying for I want a breakdown. I never denied services. I asked for a breakdown of what the additional charges are for.Initial Complaint
02/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Airmax heating and cooling was contracted out by ******** **** ****** Warranty Company to service our furnace which was not putting out heat. When they tested the system it was written as “bad transformer” the two companies then failed to have urgency in getting us heat again every with temperatures outside dropping to single digits and below 0 with winds. We contracted an independent company who then found that it was a bad fuse not the transformer and Airmax had crossed the wiring in the transformer either when testing it or putting it back together which in result dried the entire low voltage system in the unit. This resulted in the entire electrical system having to be replaced at a cost of $1500 and resulted in myself having to be off work for a total of 26 hours with a loss of money of $850. The company was only concerned in if we still need the service completed. Did not offer any resolution and nor did the warranty company.Business response
02/07/2023
We were contracted to diagnose unit not operating per the homeowner's Home warranty we received work order on 01/31/2023 at 6:04pm . We went to the home on 02/01/2023 12:00pm to diagnose the unit the unit that was not operating. The diagnosis was the transformer was not getting voltage and needed to be replaced we could do no further diagnosis of unit till transformer replacement was approved by home warranty . We then submitted failure to the home warranty for approval. We did not during this time unhook or rewire any items in furnace due to transformer failure as it is apart of the low voltage in the system. After receiving approval on 02/02 from authorization department at the home warranty, we immediately called homeowner to schedule the repair. At this time the homeowner stated they no longer needed service, we informed the home warranty of this and they completed at the work order with our Company as no current repairs were allowed to be made by homeowner to further diagnose any other issue with furnace.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.