Airtron Heating & Air Conditioning

The absolute worst. They installed our entire heating system in a brand new house two years ago. Since that time they’ve been out no less than 15 times, they’ve replaced the entire system once, and the core of the attic twice (!).
In the summer, it will get 8 – 10 degrees hotter than what it is set to upstairs. They say it’s normal (85 outside, 80 upstairs, set to 68).
It’s now November and our basement furnace stopped working – it’s freezing in the house, and they say their next available appointment is almost a full week away. We have three young kids and the house, but they don’t care. Service rep just keeps repeating, «that’s our next available appointment» over and over. They. Are. The. Worst.

Reported them to BBB
We recently purchased a brand new home and Airtron was subcontracted to complete the HVAC work. We did not have a choice in the company that was used; therefore, we are forced to deal with Airtron for any issues/​warranty work. We are exceedingly frustrated as we have experienced a multitude problems with our new system coupled with shockingly abominable customer service every step of the way.
Every time they come to complete work they find a different problem with the system. We have yet to have our problems resolved and the AC issue started in July. With each passing appointment the problem becomes more and more complicated with no solid plan of action. We have no faith that Airtron has the intention of properly correcting the legitimate issues that are still open in a timely fashion.
They way Airtron handles customer service is beyond unacceptable and just plain atrocious. To further illustrate their incompetence here is a list of what we’ve been up against.
1. On average we have to wait 10 days to obtain an appointment and are given a 5 hour window in which they may arrive. They consistently miss their window by hours.
2. Julia, the service manager, states in response to another complaints, «Our commitment to customer satisfaction and dedication to maintaining every system we install is of the highest priority» and «Here at Airtron our goal is always 100% customer satisfaction…» This is the same manager that NEVER answers and NEVER returns our calls despite many voicemails and requests for her to contact us. This is the same manager that has yet to provide a solution to our HVAC dilemmas, even though we have expressed our disdain regarding the poor customer service we’ve been receiving. The other personnel we speak with when we contact Airtron are rude and have no regard for providing acceptable customer service. The typical response is «We will have the manager call you back» or «There’s nothing more we can do for you». Simply put, we get the run-​around and no one will take ownership of the problem to correct it efficiently.
3. We have had appointments that were scheduled two weeks in advance canceled at the last minute on Airtron’s behalf because they forgot the equipment necessary to do work in our home. We were told that we would have to reschedule said appointment and the earliest available date was 3 weeks later. After several disgruntled phone calls, we were able to schedule an appointment within a weeks time.
4. On multiple occasions they arrived at our house without the proper and/​or faulty equipment and said they couldn’t complete the scope of work and that we would have to, yet again, reschedule.
5. They claimed installing scoops in the duct work would «make a world of difference and it’ll be like night and day» in regards to the upstairs being significantly hotter than the main level. It took 2 or 3 appointments for Airtron to actually install them, but still didn’t have the equipment to ensure proper flow of cool air. The upstairs is still at 81 – 82 degrees and has been since July…
6. Post scoop installation, we were told we would have to reschedule another appointment for them to balance the house. This appointment was to assure each room was receiving the proper CFMs because they didn’t have the equipment to do it at the time the scoops were introduced to the system. When they did eventually arrive to balance the house, it was discovered that the majority of rooms (powder room, one bathroom, and one hallway excluded) were receiving ~50% of the CFMs that the system was supposed to be able to supply. They said there was too much static pressure in the system which is preventing the return of hot air from upstairs. They couldn’t fully asses the duct work behind the walls because they didn’t have the proper equipment. We still don’t have an answer other than, «we’ll have to come back out when we can gather the equipment necessary to look at the duct work». In order to remedy the poor return flow, there have been talks of installing more return lines, which means ripping out walls in our brand new home. We’ve been waiting since ⁸⁄₂₁ to learn how they are going to rectify this problem.
7. The unit Airtron installed is working at full capacity endlessly because it doesn’t appear to be sized appropriately for the cubic footage of our home. It runs constantly and is anything but efficient.
It is clear that Airtron never balanced the system nor did their due diligence to ensure a properly installed and working system in our home. This discrepancy should have been realized well before we took ownership of the home. We will accept nothing less then a properly working system and expect Airtron to correct these issues ASAP.
We would never recommend this company and would discourage anyone from soliciting services from Airtron.
TL; DR: Horrible customer service, slow response time, unprepared technicians, issues remain unresolved for weeks –stay away from Airtron

Where to begin, this company has the worst customer service people ever. You cannot get anyone to call you back or give you a straight answer. I even asked to speak with a supervisor and was directed to their voicemail, I left a voicemail. Now 5 hours later I am still wait for a callback, so I called through the switchboard again and was told they would have the supervisor call me back. Still waiting!

My house is only one year old and a week ago, I started having AC problems. My AC stopped working on a Tuesday. I called Airtron and was told they couldn’t send anyone out until next Wednesday, mind you, we were in the middle of summer and experiencing heat waves and under heat advisories. I called the next day telling them it was unacceptable that I would have to wait 8 days for a tech in the middle of summer with no AC with pets in the house. They bumped me up on the «emergency list» and I was scheduled an appointment for Friday. The tech comes out and tells me that not only are some of the parts on my unit were recalled (which they didn’t even bother fixing on any of the new homes), but that my coils were broken and leaking all of my freon. He ordered the part and I proceeded to see if I could get the part overnighted as it has been a miserable 85+ degrees in my house. I have been calling nonstop for the past 2 days to see if the part has been ordered and been given the run around. I was finally told that the part would arrive the next day (8 days after the AC originally stopped working) but that they were completely booked up and could not get it installed until the following Monday (13 days after the AC stopped). This is completely ridiculous that I am having to wait almost 2 weeks to get these parts fixed. Their customer service is terrible and as soon as my warranty expires I will find a far better company to maintain my heating and cooling. STAY AWAY from Airtron!

Very unreliable. We had an appointment scheduled between 8 – 5 pm, and the technician did not show up until well after 10pm, with not so much as a courtesy call to let us know they would be late. When the technician arrived they stayed until almost 1 am and left without fixing the problem. We are currently sitting here with no AC and no way to contact them or get ahold of anybody to come fix the problem. We’ve been given the run around with management refusing to contact their supervisors or stating that it would be another 2 weeks before we could even get another technician scheduled in. Very unprofessional company and a unpleasant experience.

We have had a horrible experience with Airtron and would not recommend them to anyone. We have had neighbors ask us about them (since they have been at our house a lot) and we have made sure to tell them to use someone else for their needs or services.
1. Rude technician
2. No one EVER returns phone calls — Even the regional location in Indianapolis has sent notes to the manger of this location and we have never heard back.
3. We were convinced to sign up for their service plan to save us money. Since then we have had our heat break, and our upstairs AC unit break twice (in less than a year). Airton ONLY covers the labor on this type of problem. You have to pay to replace the part that they replaced less than a year ago.
4. Our heat broke in February. Tech told us we needed a new unit and they would order the part and come out to replace. 4 calls and 4 voicemails later (it is now May) and we have never heard back about this part and our heat is still busted.
5. The motor for our upstairs AC busted (Airtron replaced this less than a year ago). I was told it would be 24 – 48 hrs. It has been a week and no one has called to let us know the status of the part and when it could be expected.
6. We have 14 mo twin boys who sleep upstairs. They haven’t been sleeping since the AC busted. It has been 85 degrees in our upstairs. This has been causing major problems for us.

We have a new home (moved in 4 month ago). Airtron has been out to fix our unit 3 times and it is still having issues. We received a BGE bill that was double in Dec because we had to run on auxiliary heat while we waited for them to fix the issue. A month later, I am still having issues. Sometimes you get bad equipment I guess.
The issue I have is with the agent I spoke with tonight. I am cold and frustrated and asked to speak with a customer service manager. I reached Nathan, who failed to apologize, take ownership, or show any care or urgency in correcting our issue. Instead, Nathan pontificated on inner workings of the unit. When I spoke over him because I could not be less interested in hearing how the unit is supposed to work– I just want it to work, he got offended.
At first they recommended I call back and speak with a warranty manager (tomorrow). After I expressed my dissatisfaction, they agreed to have her call me. Then Nathan asked me to go outside and check the until. I had to get dressed and go outside in the cold. It was NOT frozen, but he wanted to keep talking and taking and talking. After I cut him off, he seemed angry. In fact, he seemed to to be looking for a fight. He actually hung up on me because I raised my voice.
Frankly, I have every right to be frustrated. Normally when you request a supervisor, you get a higher-​skilled employee who knows how to defuse a tense situation. All Nathan’s behavior did was prompt me to share my bad experience with every social media outlet.
In all fairness to the company, despite the issues with the unit, the customer service (during the day) is typically above average. The girl Sarah I spoke with was very nice, as was Gale, and George was particularly helpful and understanding. Nathan was the first poor experience I have had dealing with Service. The techs that come out to your home are nice and helpful… Nathan was horrible. I hope the call was recorded so they can coach him on how to defuse a situation… instead of making it worse.

Airtron is the vendor that installed the heating and air conditioning system at our new home purchase through Ryan homes three years ago. Overall, we were happy with their service, although there were a few frustrating snags and we found you had to be proactive with them, rather than vice-​versa, in order to ensure everything was taken care of.
We noticed during the week of July 1^st that our AC was not bringing the house temperature down as low as the thermostat was set for, so we monitored the situation and determined on the July 4^th holiday that indeed there was a problem. We called the emergency line and were surprised to receive a prompt call back. A service man couldn’t come out that day — and we didn’t expect them to — but he said to call and leave a VM on the service line and someone would be out the next day. I did, but no one called back or came out. So I called the next day, spoke to a live person, and we had someone scheduled to come out the next day (Saturday).
The tech arrived in the window of time he was supposed to, and was very friendly. The coils were leaking, he said. The bad news is that we were past the 2 year warranty. The good news is that they were replacing so many of these coils that the manufacturer was paying Airtron to replace them free of charge. However, he did have to do a leak test to confirm the leaks, which cost around $ 220 on top of the $ 100 service visit fee. But once they confirmed the leaks, they would order the part and come back to replace it at no additional charge. He confirmed the leaks, we paid him the $ 320, and he said he put the order into the office and that they should order the part the following Monday, and it would be in Wednesday.
That following week was rather mild so we really didn’t notice the AC was performing poorly, and didn’t follow-​up with Airtron. We received no call from them that entire week. It got incredibly hot again that Sunday, so we called them Monday morning to see what was going on, because that week was going to be a scorcher. We were told the part was not ordered until Friday, and it would be in Wednesday of that week. They would call us to schedule an appointment, but we were asked to follow-​up if not contacted in the afternoon. We were not contacted, so my wife called, verified the part was in, and we were on the schedule for Friday.
The serviceman showed up Friday evening and made the repairs, free of charge as promised. He was friendly in discussing service plan options with my wife, who wanted to ensure that we would not have to go through another period of no AC. Overall, happy with the service, but not happy that they waited 4 days to order our part, and that we had to be proactive in order to get things right.