Complaints

This profile includes complaints for Arco Comfort Air, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Arco Comfort Air, LLC

  5060 Corbin Dr Bedford Heights, OH 44128-5414

  
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  Arco Comfort Air, LLC

  5325 Naiman Pkwy Ste J Solon, OH 44139-1019

  

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:11/09/2024

  Type:Customer Service 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 a brand new HVAC system installed on 10/10/2024. Part of the "Supreme 4 ton Heat Pump System" package is to have the duct work cleaned and sealed. The company that did the duct work cleaning came out on the day they were scheduled (October 23, 2024). The next day (October 24, 2024), ARCO was to come to my home to complete the job with the duct "sealant". One worker came to my home and started taping the vents. He received a call from his partner. His partner "lost" the laptop that operates the machinery, so the worker at my home had to pack up his stuff and leave. I called ARCO and spoke with Stacy. I was rescheduled for the following week. They did not show up. When I called Stacy again, she told me that the workers mother went to the hospital so that's why no one showed up. Why wouldn't ARCO call their customers on the day they were scheduled to tell them no one was coming? I keep taking work off for these appointments. Stacy then told me that the workers would be at my house on Saturday 11/9/24 between 8am and 12 noon. Again, no shows. I called the "24" number (answering service). No one ever calls me back when trying to get an answer and leaving a message with the 24 /hr service number. To top it off, the Carrier system they installed (the wall unit) does not connect as advertised for remote programming of the HVAC system. This was a feature I wanted and paid for. ARCO says its a Carrier problem. So I contacted that business and they gave me a claim number but so far, no solutions as to having a completely working unit. I don't know what else to do. No matter how many times I call, I cannot get a resolution. I keep taking off work for a company that does not do what they say they will do.

  Customer Answer

  Date: 11/19/2024

  Consumer advised that the issue has been resolved by the business.

• Initial Complaint

  Date:07/31/2024

  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.

  We had a tech out to service our A/C unit. He saw that our water heater expansion tank needed replaced. He quoted us $349.20 to replace it. The part is only $50 at the local stores. When inquiring about our warranty we had with our water heater we were told that they weren’t included in that and its manufacturer warranty was out of date. No where on the receipt from our water heater does it say an exceptions to the 12yr parts warranty. The manger’s response when I spoke to him was “well, we’re trying to run a business here” . He asked about the technicians time, and the technician was already being paid for his time because he was out on a service call that was already pushed back months. Not only this but we have gotten furnace filters through them for years. Two yrs ago we paid $100 for a years worth of filters. Today they quoted us $275. That’s quite the jump if you ask anyone, and there is really no explanation for it and the expansion tank other than DECEPTIVE PRACTICES AND PRICE GOUGING!!!!

  

  Business Response

  Date: 08/02/2024

  To clarify, your Rheem water heater does carry a 12 year manufacturer warranty but the expansion tank is an accessory so unfortunately while they are often required together they do not carry the same warranties. The invoice sent from our software utilized in 2019 should have specified this information.

  
  We are sorry to hear you continue to feel this way. We do not dispute that similar products we offer are available in local stores and online and we know how easy it can be to become fixated on such information as the cost alone. What does not populate in such a search result or in the store is the reminder that with our pricing you are receiving so much more than a product, like the convenience of having someone who has dedicated their life to mastering their trade prevent an even bigger inconvenience, peace of mind you are in good hands and confidence in knowing that should any issues arise, we are still there to help and stand behind our work. Qualified technicians could make jobs look easier than they are because they are experienced and have invested in the right tools and training to complete their repairs with our customer’s safety top of mind.

  
  Ultimately, we are running a business but one that values both our customers and our employees, so we take tremendous consideration into developing our flat rate pricing model and remaining up-front and fair is always the priority. While we understand the nuisance and financial strain of an unexpected repair we take pride in our practices, prices and our technicians and find that a refund on work presented, accepted with a signature and completed as described cannot be justified. 

  Customer Answer

  Date: 08/02/2024

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

  The technician was already at my home for an appointment that was pushed back over two months by ARCO to inspect our A/C unit. The technician not only made my wife feel uncomfortable with the way he acted, he failed to investigate a hard startup on our A/C my wife had talked about because he “heard it and it didn’t sound right but he tested it and it was ok” when last year a senior technician told us we may have to have a capacitor installed by the following season. Along with that we let him use our bathroom to which he couldn’t even close the door all the way according to my wife. Then he complained to my wife that “You mean I have to drive that far” when she told him where the nearest Home Depot was.
  You can NOT tell me that filters that only ARCO seems to sell can go from around $100 to $275 within 2 years, after the original person I spoke with about the filter told me $135. Then after “speaking” with someone because I questioned that vs what the tech told us, she came back and said “Oh yeah, they are the $275” It demonstrates the price gouging I was referencing. 
  As for the schooling and such “I’m paying for”, the tech worked on that specific job for less than an hour. Like I said, BLATANT PRICE GOUGING. 
  The receipt for the water heater is all we received from the tech at the time because it was a scratch and dent water heater, if ARCO still has the email receipt for it I would love to see it. And since the tech that installed it probably should have put some support for the expansion tank to begin with, which wasn’t done when we got the water heater,  I could probably say that it wasn’t even installed properly to begin with. 
  

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