ComplaintsforArctic Air Conditioning

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or around September 2023, I purchased and had arctic air install a new air conditioning unit. Since then I have had nothing but problems with technicians having to come back 3-4 throughout the year due to various mistakes by the previous technicians before them. Yesterday, (July 7th) I observed my Air conditioning unit leaking from several entry points. I have since called arctic air using several phone numbers upwards of 8 times with no response other than the appropriate person will contact you. I have no idea what is happening at this establishment but this is absolutely horrible customer service and Im ashamed to be using and associated with this company. It is ridiculous that during a heat wave no less that nobody can call me back. My residence is upwards of 80 degrees. I am disgusted. I spent almost 10,000$ and have nothing to show for it other than repeated aggravation and frustration. Shame on Arctic Air conditioning!!!

  

  Business response

  07/12/2024

  Customer called on 7/7/2024 We responded to Customer on 7/8/24 after he made several calls that went to our answering service. 

  We had a tech come out at his convenience on 7/9/2024 and address and fix the issue. 

  The customer had a plugged filter and the condenser was full of debris. We removed the plugged filter and cleaned the condenser coil and took pressures 

  System working as it is intended to with house cooling 

  we do have to go back and do a little cosmetic work with a piece of sheet rock and a wire 

  At this time we are awaiting for customer to call to schedule so that we can take care of that issue as well . 

   

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a lennox hvac from them 3.5 years back. There was a leak in the system due to which over the last 3.5 years freon escaped and hvac stopped working. The installed unit was faulty in the first place it just took time to realize about the leak because the leak was gradual.It was not a leak that happened overnight.Whether servicing was done for the unit should not matter, irrespective of that the unit shouldnt have been faulty in the first place. hvacs last for 20+ years. I would appreciate if the repairs can be covered.

  

  Business response

  06/21/2024

  We installed an air conditioning system 3 1/2 years ago.  The warranty on the equipment is 10 years on parts and 2 years on labor. The coil on there system must be replaced. ****** the manufacturer will be giving the coil to the customer at no charge. We originally told the customer that the labor would be $900.00. Upon further review we decided to charge the customer a discounted price of $300.00.  there is no reason why this matter should have even been brought up to the Better Business Bureau.  We spoke to the customer about the discounted price and they were very happy with this resolution. 

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted early May 2021 to install a ductless AC/Heat mini split system in my home. Rep advised that the company takes care of all township permits. I queried 2-3 times during the sales pitch asking if that was proper procedure to which I was assured it was. Outside unit and system installed mid May 2021. A few months later I contacted the company to query about the permit situation which has now ballooned into a year and a half odyssey. The outside unit was denied within weeks by the town due installation location. I was told in October 2021 that the company had yet to hear anything. I had to call the town to learn of the denial and send the company the denial paperwork I have been trying to rectify for over a year now. I have been provided misleading or outright false information on numerous occasions. I have been promised everything will work out, yet to this day I continue to receive misleading information. I cannot reach any managers by telephone, as they are "in meetings". I have dealt with one employee the entire time who has lied and mislead me. At this point I believe I need to waste more money on an attorney. The project was over 10 thousand dollars. Not sure what else to do but file a complaint.

  

  Business response

  10/14/2022

  We have Contacted ****************** and his work is being scheduled his permit is done We offered him dates to do the moving of the condensers he was going on vacation we are awaiting his return to put him on the schedule 

  the permit was submited to the township and they had requested an ammendment to the permit which we quickly took care of My Install manager *********************** has been out to Mr ********************** home several times  to go over the plans on where the  condensers were going to be placed this was at the request of ***************** As of right now he is back from vacation we left him a message that we can schedule the work to be finished between 10/18/2022 and 10/21/2022 we are awaiting for a return call From ***************** as to which day works better for him.  As soon as ***************** calls us back with a date the issue will be resolved.  

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a new furnace and AC installed in Aug 2020 and had nothing but issues since then. Weve called our Arctic Air numerous times due to our unit failing inspection with the township and them having to fix something as well as our heat and AC never working properly. The temp in our house is sometimes 10 degrees off from what we have it set to. Our heating **** last month was $344 for a small **** sq foot house due the heat constantly running trying to stay warm. We woke up to our house being 61 degrees when it was set to 70 last week. I have now spent numerous vacation days, time, and have paid overpriced electric bills due to arctic air fixing the issue every time they come out, only for the same issues to continue. Finally I spoke to a manager named ***, who sent someone else out 2 days ago. The tech discovered that arctic air installed our duct incorrectly, blocking off 50% airflow. This issue was never discovered The many other times arctic air came out. I had to argue with *** to convince him to have someone come out on a weekend to repair the issue that they installed incorrectly because I cannot take off any more time for work to wait for arctic air. Arctic air has offered no compensation or anything other than a sorry for your inconvenience. I feel that I deserve some sort of compensation or money back for the 1.5 years of inconvenience and money this has caused me. Not To mention never being comfortable in my own home as it is always too cold or too hot.

  

  Business response

  03/15/2022

  To BBB and **************,

  Our General Manager *** Machu tried leaving a message for ***************. We had ************ out last Saturday the 12th to repair the return flex in the attic that was causing the airflow issues.

  We would like to offer a $500 refund and a free comfort club membership for 2022 for all of the inconvenience this has caused.

  Please *************** at ************ and ask for *** Machu.

  Thank you,

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

  Financial Controller

  Arctic Air Conditioning

  Customer response

  03/15/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  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. ↩