Menu
Royal Air Customer Service Phone, Email, Contacts
Royal Air
complaints

Royal Air
complaints

Royal Air Complaints Summary

11 Resolved
10 Unresolved
Our verdict: While Royal Air has an above-average resolution rate, there’s room for improvement. Investigate common issues reported by customers and understand how they were resolved. Be prepared to follow up on your queries if needed, and keep detailed records of all interactions.
File a complaint
Write a review
Verified
The authenticity of the customer service contact information for Royal Air has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Click here to get notifications about new complaints of Royal Air. We promise not to send you any unrelated messages
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews

Royal Air complaints 21

Sort by:

Newest Royal Air complaints

ComplaintsBoard
M
9:39 am EST
Featured review
This review was chosen algorithmically as the most valued customer feedback.

It has been a month since they came out. Our ac is not working or heat. They ordered a motherboard and say they are on back order. We call every day. We paid 9000.00 for a brand new unit three years ago. It freezes up at least once every two weeks. We had to go buy two window units and two heaters to maintain our home. They will not return calls and when...

Read full review of Royal Air
ComplaintsBoard
Y
8:48 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Royal Air Repair

Our ac has been out since June they finally sent someone out in middle of July they diagnose what was wrong needed a new board. Schedule them to come out for repair for them not to show up multiple time. Then when they did didn't even get fixed when they did come out due to they didn't replace the board they replaced the fan Motor. Was told August 22 that part was ordered and Sam one of the owners said it was 10 to 14 days out. Multiple calls and sending in requesting on updates no news nor call back. It's always I don't know or I will get back to you. When ask to speak with management was told they don't have a supervisor. Here we are November 2 still not fix and we are getting into our cold months so my heater does not work as well due to still needing board to be replace. My son is allergic to cold and I am so frustrated at the fact that I can't get a straight answer or even a call back.

Desired outcome: Get my board installed

Read full review of Royal Air
Hide full review
ComplaintsBoard
M
6:36 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more
Featured review
This review was chosen algorithmically as the most valued customer feedback.

I installed a brand new ac/ heat system March 2023. That same week they had to come out and work on it problem resolved. Now 6 months later the u to began to freeze again mind you I keep it at 77. A technician Jesus came out added Freon and said it was freezing because of my cats. Which I’ve had for 6 years or so. He left ac at 74 and working. A day later...

Read full review of Royal Air

Is Royal Air legit?

Our verdict: Royal Air has achieved a rare feat of perfection in legitimacy, as per the rigorous analysis conducted by Complaints Board. This achievement underscores Royal Air's position as a benchmark of trust and quality within its industry. Users and clients of Royal Air can engage with its offerings, confident in the knowledge that they are dealing with a top-tier, fully legitimized company.

Royal Air earns 98% level of Trustworthiness

Perfect Trust Endorsement: Royal Air achives 98% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

Royalairhouston.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Our scan shows Royal Air website is free from malware and phishing activities, which are types of online threats that can include viruses, worms, Trojan horses, ransomware, and other malicious code, as social engineering tactics used to trick users into sharing their personal information.

Royalairhouston.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

However ComplaintsBoard has detected that:

  • Royal Air protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • The website belonging to Royal Air has a low number of visitors, which could be a red flag for users. However, it's important to conduct additional research to fully evaluate the website's legitimacy and trustworthiness.
  • We conducted a search on social media and found several negative reviews related to Royal Air. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
ComplaintsBoard
C
1:02 am EDT
Verified customer This complaint was posted by a verified customer. Learn more
Featured review
This review was chosen algorithmically as the most valued customer feedback.

On 7/17 I purchased a new ac unit from them for my home. On 7/25- unit stopped cooling and service request was submitted. Tech came out and found a leak and topped off coolant. 8/22- unit stopped cooling again and work order was placed. Tech came two days later and added more coolant (this is a new unit. It should not need coolant again). 8/28-unit stopped...

Read full review of Royal Air
ComplaintsBoard
D
11:53 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Royal Air AC

Financed a new AC and redo of all duct work and everything. Unit has not worked properly since they installed it. 4 months after installing it they had to come out and install a new evaporator coil. The installation team that showed up to install were drinking on the job. We have video of them doing this. Our AC is still not cooling our house and trying to get them on the phone to fix this is not happening. We had another AC company come out and they found that the evaporator coil was installed sideways, the venting system is not up to code and the unit is overcharged

Desired outcome: New AC system that actually cools the house or our money back

Read full review of Royal Air
Hide full review
ComplaintsBoard
S
12:32 am EDT
Verified customer This complaint was posted by a verified customer. Learn more
Featured review
This review was chosen algorithmically as the most valued customer feedback.

After a month of trying to get someone to my house because my Brand new unit isn't working correctly, a repairman arrives today. I leave early from work, losing hours and pay Only to find out and CONFIRM that the WRONG unit was installed inside my house. On my paperwork it states that I am paying for a Carrier 2 stage unit. The outside unit is a Carrier but...

Read full review of Royal Air
ComplaintsBoard
G
11:47 am EDT

Royal Air Scam

I am 71 years old and my wife is 65. Our air conditioning quit on us last week. I filled out a form for a free estimate. The person came by and gave me an estimate that I could accept. We purchased the air conditioner on this past Thursday, 7/20. The came to put it the next day. When they finished putting it in it worked fine. It worked Friday night and about mid day on Saturday, it quit working. It was not cooling at all. It was blowing warm air. I called on Saturday. After holding 15 mins a recording came on say that they were busy, leave a number and they would call me back. I never got the call. I called again later on to see if they were coming. I had to hold again and when the recording came it said that they were closed. I called again Sunday morning and the person answering the phone was a man named Kerry. He said that he would call the crew and have the check it out. He never called me back. I called again 2 hours later and I was told by Hailey that there would be no one coming out today and that it would be tomorrow. She could not tell me what time tomorrow.

The company is Royal Air Heating and Air based in Houston, TX. I checked the BBB and they have numerous cases, at least 20, there may be more. The complaint is that they are putting in air conditioners that only work from a couple of day up to a month. The other complaint is that they do not answer the calls for help when the air goes out. They put it in the call the finance company to get paid. Once they are paid they do not pay attention to customer complaints concerning the air in no longer working. I was told to call the sales person Chad Wilson, if I could not reach anyone else. I called him several times with no response. The coorperate office said that they would give him the message. It was confirmed that he did get the message.

I was going to get a room but i was told they would not pay for it. When people spend their hard earned to be safe and cool in their homes they should not be taken advantage of. I feel as if we have been scammed because everything i was told before buying has not come to pass. I don't have family we can go to stay with while this is fixed so we will have to try and make it through. I meant to tell you that they advertise this on TikTok. They say $0 down and $39 a month. That was a lie too.

Read full review of Royal Air
Hide full review
ComplaintsBoard
R
3:44 pm EDT

Royal Air Checking the cooling of the rooms, not provided permit & documentation for getting tax credit and rebates

The HVAC unit was installed and fully paid , however, we await the following

1) The Paid Invoice

2) Paperwork for Austin energy rebate

3) paperwork for Federal Tax credit.

4) Copy of the Mechanical permit issued by the indicating that the required replacement has been completed

5) An inspection report or statement on the company letterhead indicating that the item has been properly replaced

6) Also your technician was supposed to check the other room and I was made to talk to Gustavo [protected] but not heard back

Desired outcome: 1) Getting all the documentation as stated above2) Fixing of the cooling issue in one of the rooms

Read full review of Royal Air
View 0 more photos
Hide full review
ComplaintsBoard
C
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Royal Air has left an official reply on this complaint.

Royal Air Royal Air installed my air conditioning system less than 3 years ago and provided me with a full warranty (parts and labor) for 10 years

Royal Air installed my air conditioning system less than 3 years ago and provided me with a full warranty (parts and labor) for 10 years. My system recently stopped working. I contacted Royal Air Houston to come out and fix my system. They made me pay a $75 service fee before taking my appointment. A service fee was never mentioned to me when I was told I had a full 10 years parts and labor warranty. On top of that, they made me wait an entire week before sending out a tech. Once the tech finally did come out after enduring a week of Texas July heat, he told me that the corrective measure could not be performed by him and that all he could do was put in a "ticket" for the issue. I called Royal Air Houston to see when the second person was going to come out since I already waited an entire week for the initial visit. After trying to get a hold of someone on the phone at Royal Air for over an hour... I finally got someone to answer. She talked to me for a minute and then the phone line dropped. When I tried to call back, Royal Air's number is not being identified as an "invalid" phone number any longer. I have also asked for over a week to speak with a manager with not one attempt at a Royal Air manager contacting me back. I have been completely taken advantage of by Royal Air after paying them thousands of dollars for faulty equipment and a bogus warranty.

Read full review of Royal Air and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
S
S
S. Romaguera
,
Verified customer This comment was posted by a verified customer. Learn more

In April , we spent 15k to purchase 2 new air conditioning units from Royal Air. As part of the contract, we have to have maintenance done twice a year in for them to honor the 10 year warranty on the units. As part of the purchase, we were given 5 years free maintenance. We started calling in April, and left multiple messages. They never returned calls or emails. When I finally talked to somebody today, they said they could not schedule anybody to come out until November 7. Since we have to wait until November, that means out warranty will no longer be honored. They said they could come out tomorrow if I want to pay a non refundable service fee of $129, even though my contract says I get free maintenance for 5 years.

E
E
E. Koch
,
Verified customer This comment was posted by a verified customer. Learn more

I contracted with Royal air to install a new system into my home. Not only were the workers slow and inept but less than 2 months later the attic system is leaking into my home. There were a number of small problems right off the bat, they came and fixed a few then never returned. I decided to let those things go, as they were small. Now, they are not getting back to me and my ceiling will eventually rot and cave in. This started 8/14/22 and I've called or texted someone every day with no results. I emailed them today and I have gone to the lender as well, and submitted a complaint.

ComplaintsBoard
S
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Royal Air has left an official reply on this complaint.

Royal Air Today is the third time this company has canceled my pre-scheduled maintenance service

Today is the third time this company has canceled my pre-scheduled maintenance service. They typically call within the last hour of my 5 hour time window, and this third time I had to call THEM just to hear that they had already canceled my service without notice. When they sold me the unit, part of it was a 10 year warrantee with 2 years of free maintenance, but they are not holding up their end of the bargain. This was supposed to be a SPRING maintenance, and it is already almost time for the fall maintenance. It's not right - and they require the maintenances to uphold the warrantee...but they won't come out. I get empty excuses about the owner every time. I have had air distribution issues (upstairs is WAY hotter than downstairs) since installation and they have come out multiple times. They sold me expensive dampers to try to solve the issue, but it didn't work and it was just another expense. They want to keep charging me $75 for a 'more experienced' technician to come out, even when their unit has caused the entire closet it is in to mold over. This is a common issue when too big of a unit is installed (they replaced my original 1.5 ton with a 3 ton unit). I am sure that they sold me a unit that is too large for my space just to get the paycheck, but I am now stuck struggling with uneven air distribution, mold, and a company that wants to keep charging me to fix issues with their system. I hope they are thoroughly investigated.

Read full review of Royal Air and 3 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
3 comments
Add a comment
N
N
N. Parker
,
Verified customer This comment was posted by a verified customer. Learn more

Royal Air was supposed to install a new air conditioning system plus bury the power line beside the house. They didn't install the complete system and use old parts from the old air conditioning system and didn't bury the line outside. I'm paying $7400 for this complete unit. Now they won't answer the phone or return my messages. They sent out a technician the next day he took pictures and agreed. Now nothing is being done. The job was done on July the 11th.

J
J
J. Waters
,

I had my 20-year-old AC replaced by Royal Air on 7/6/22. On 7/19/22 I noticed water on my floors near the inside portion of the "Split" AC unit. The next morning I called them to repair the leaking AC unit. Since that time I have called 7 additional times, as well as 6 email attempts. It is now 8/1/22, and I still have not successfully gotten through to anyone, my NEW AC system is leaking gallons of water on top of and under my hardwood floors and has caused significant damage to the floors in my living room as well as the master bedroom. The floors in both of these rooms is going to have to be completely replaced due to this water damage. Additionally, the contract included them replacing our AC ducts throughout out home and that part of the contract still has not been completed, yet they have already collected full payment from the finance company.

R
R
R. Zemlak
,
Verified customer This comment was posted by a verified customer. Learn more

Royal Air came in to replace the inside and outside unit air duct cleaning and to hang the duct work. They have been completely paid for everything.. They have installed both inside and outside units and cleaned the ducts but we have not heard from anyone in two weeks in regards to hanging the ducts. Have sat on hold for over an hour before being prompt to leave a message , they will not return my calls. I would like either my money back or the duct hung. But at least a call back . My husband is disable and cannot go into the attic to hang the ducts himself he tried to go up into the attic and almost feel off the ladder just to double check the duct work and they did not do it when they cleaned the ducts.

ComplaintsBoard
L
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Royal Air has left an official reply on this complaint.

Royal Air Royal Air installed 2 new Trane AC units at my residence, replaced all ductwork, and insulated the attic the end of January

Royal Air installed 2 new Trane AC units at my residence, replaced all ductwork, and insulated the attic the end of January . In July, the downstairs would not cool and i called for service. The service man came July 6 and notified me that the installers failed to install the secondary drain line to the AC units and the water was draining on my attic floor from date of installation (January 27 to August ). We were unaware until the water came through the ceiling and down the wall in the hall outside the master bedroom. The repairman is who told me what the problem was and showed me where the secondary lines were never hooked up. He took pics of the damage and sent them to Royal air on July 6 and did a temporary fix until the company could come out and install the secondary drain line. After the company no showed for the scheduled appt. on August 5, and then lied and said the driver was in route, someone showed up a week later and and installed the secondary line but said the company would have to send out someone else to fix the sheetrock damage. They have not fixed the damaged ceiling and wall outside of the master bedroom to date or replaced the wet insulation, and we were told that someone will call to schedule the repairs. No one has called and it has been at least a month and over 2 months since they received the pictures of the damage from the initial repairman. My home is damaged and needs to be repaired. I would not recommend this company to anyone. Their customer service is horrible!

Read full review of Royal Air and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
W
W
W. Cartwright
,
Verified customer This comment was posted by a verified customer. Learn more

We had royal air come out to my home to install central ac on July 2 the installer came put the compressor and furnace in but was unable to hook up the electrical side. The installer told us he will have an electrical come out on July 6. On that day no one showed. We called the company spoke to a rep after calling all day to get a eta when they were showing up she supposedly sent an email to the manager and no answer. We end up calling the entire week and was not able to get an answer to our question. We spoke to a rep they say they emailed that went on for a while. Yesterday July 11 we had a rep call us and say they would be out between 2-5 on July 12. We called the company on the 12th for a good part of the day to confirm and no answer.

H
H
H. Casper
,
Verified customer This comment was posted by a verified customer. Learn more

Royal Air was referred to us by *** due to a call that our air conditioner had stopped working. Royal Air came out and said that they could not get the parts to repair so the whole system would have to be replaced. They were to contact *** for the authorization so our warranty would cove most of the cost of the repair. The replaced the interior and exterior units, but had my wife pay $3000.00 on our AMEX card and sign a note with a finance company for over $11,000.00 saying that no interest would be charged for 3 months. We contacted *** Home services who said that they were never contacted for an authorization. They said that Royal Air should come out and remove the unit and they would authorize someone else to replace it. Royal Air has has not returned any of my 6 calls. I was only able to talk to a person 1 time, who did not call back. I have left 5 messages on their recorder asking them to call me or *** home services. This is clearly Consumer fraud.

ComplaintsBoard
Q
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Royal Air has left an official reply on this complaint.

Royal Air My AC unit went out on 8/30

My AC unit went out on 8/30. I called *** which is the manufacture for my AC unit and was told I needed to call Royal Air since they installed the unit which was showing under warranty. When I spoke to Wendy with Royal Air on 8/31 she found my contact information already in their system which showed they had come out to my house in 2018 for a AC repair. Wendy asked if I had told them at that time I was the new owner. I don't recall a conversation in 2018 but since they had my information in the system I assumed that conversation happened. Wendy said I could transfer over the warranty from the previous owner into may name for $795. I asked Wendy to explain what was covered in this warranty and if I could get a copy of the warranty on file. Wendy stated that she could not locate a copy and would have to go to the back to see if she could find a copy of the warranty. Wendy stated that they had a flood which destroyed several boxes of warranties. As I started to ask more questions, Wendy then stated that because I did not transfer over the 10 year warranty within 90 days of the purchase of the home and because the previous owners did not keep up with biannual maintenance, they couldn't offer me the 10 year warranty. Keep in mind Wendy had told me just a few minutes before in the conversation that I could pay $795 to transfer over the 10 year warranty. Wendy told me she would call me back the next day in which she did not. I ended up calling back and requesting to speak to her. Wendy then explained to me that they couldn't allow me to transfer over the warranty and that my unit which is only 4 years old is now nolonger covered under warranty.

Read full review of Royal Air and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
D
D
D. Howe
,
Verified customer This comment was posted by a verified customer. Learn more

On May 4, 2022 we purchased a new central air system for our house from Royal Air Houston. The installation was supposed to be completed on that same day according to the sales representative. After 3 days of having workers here doing the install we were told that another person/crew would have to come complete the gas installation for the heating component of the unit. At this time, June 29, 2022, that service has not been scheduled. The company, Royal Air Houston, is completely unresponsive to any and all attempts to contact them. When you call their offices, no one answers the phone. You have the option to leave a voicemail, but I have never received a return call. To add insult to injury, Royal Air filed that the job was complete with the financing company, funds were released despite my denying the verification and payment is being requested. The finance company has been made aware of the fact that the job is not actually completed and they too are attempting to contact Royal Air to no avail.

B
B
B. Abernathy
,
Verified customer This comment was posted by a verified customer. Learn more

A/C unit not cooling

ComplaintsBoard
J

Royal Air December 23 In August , I had an air conditioning company, Royal Air install a new air conditioning system in my 2 story house

December 23 In August , I had an air conditioning company, Royal Air install a new air conditioning system in my 2 story house. During the initial consultation with the business owner at my 2 story home, I was advised that 1 unit could be installed to accommodate both floors. The original system contained 2 units to accommodate the split levels. After signing an agreement for $10,700, the work was to begin the next day. The workers showed up and the work commenced. After installation, we were faced with some problems. There was a hole left in the attic exposing the outside. It took 2 weeks for this to be addressed and repaired. As the weather got cooler, we turned on the heating. The house smelled of gas. We called them and the technician came out and told us to open the windows. After using the heating again, the house filled up with gas again. My husband checked the attic and it reeked with gas. This could have been fatal to my family. The technician came out told us that the gas pipes were not sealed when the unit was installed. We also realized that the heat was not working on the first level. We had to turn on the stove and run heaters on the bottom floor. We called Royal and they sent out a technician. He told us that an air flow system was not installed to accommodate heating and air to both floors. I could not believe it! Why would the air conditioning company not install a system to accommodate air flow for both floors? Who would pay such an enormous amount of money to a company and they not match the original air flow system? This makes absolutely no sense. I was informed by them that I did not ask for an air flow system to be installed. As the professionals I assumed they were, I would have thought this was an issue that would have been covered. A story home should have heating and cooling on both floors. They are the experts in this not me. They have not come out to fix the issue.

Read full review of Royal Air
Hide full review
ComplaintsBoard
T
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Royal Air has left an official reply on this complaint.

Royal Air I financed a new complete HVAC system from Royal Air on 6/13/22, with a full 10-year parts and labor warranty for $7,879

I financed a new complete HVAC system from Royal Air on 6/13/22, with a full 10-year parts and labor warranty for $7,879. Unit installed on 6/14/22. My family and I Left for vacation on 6/15/22, and when we returned a week later, discovered the AC had been leaking water. My ceiling was cracked, bowed and showing water stains. I checked the unit in the attic and discovered water leaking from the AC unit, water was completely missing the overflow pan. I also noticed cold air blowing out from the side of the unit. The electric and gas lines are poorly installed, waist material from the installation was left in my attic. There were black particles blowing out of the vents. I tried calling Bobby the sales rep who left us his card with work and cell numbers, remembering him saying if you have any problems to call him 1st and he would make sure any issue would be taken care of. So, I called Bobby's office number ***, and the call went to his voice mail box which was full. I then called his cell phone *** and again the call went to his voice mail box, so I left a message for call back. I then sent him a text message with pictures of damages to my home caused by the poorly installed AC unit. Received no call back from Bobby, I called the Royal Air service number ***. I waited in queue and when my call was finally answered, it was another voice mail system saying to leave a message to get a call back. On 6/23/22, I emailed my issues to [protected]@royalairhouston.com.. 6/30/22 I noticed the AC was no longer cooling. I called Royal Air service and installation, left voice messages and sent a text message to Bobby. My wife and I have called and or texted almost daily with no reply. The only reply I've received is from Bobby on 6/30/22, to say he's forwarded everything to the proper place. 7/10/22, 110 outside temp, I noticed an oil had leaked from the unit in the attic. Called and texted with no reply. 7/12/22, still no reply.

Read full review of Royal Air
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
A
Verified customer This complaint was posted by a verified customer. Learn more

Royal Air Last August , I decide to replace my whole AC unit including thermostat air duct everything new and I found this company online called them

Last August , I decide to replace my whole AC unit including thermostat air duct everything new and I found this company online called them negotiate the price and we agree and get my financing approved they started the work same day later on after taking all my old unit down and trying to install the new unit they said something wrong with my electricity and they have hard time to disconnect it and almost catch on fire anyway they called one of their own electrician he came next morning and check my braker box and said this is the problem and he change the braker for the AC and told me this going to make the AC work but not the Heater you need to order another braker because yours is to old and they don't make anymore . everything was fine until the cold weather hit and I called my electrician to change my whole braker box , he told me he will change the box but it has nothing to do with the heater anyway he did change my whole braker box and heat still didn"t work I called Royal Air to check my Ac The technician came and said the heat unit was disconnected he reconnect and it work for about 5 minutes then stop again I told him I don't feel warm air he said no it just was to cold in here it will take sometime and he left it was cold air I called them again they said he will come back and replace the heat unit then now he came and said it's wiring problem that I will need to change and to do it is $695.00 I asked him why first time their electrician told me the braker and I spent $1000.00 and why they have the heater disconnected all this time knowing that I am not going to use the heater in August and why they didn't check for everything before leaving If the wire that is going from the thermostat to the heater is bad why they didn't find that out when installing the new thermostat . and when I called them to question they simply said we don't know what happened but you just need to change the one wire from the thermostat to the heater and it is $695.00

Read full review of Royal Air
Hide full review
ComplaintsBoard
A
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Royal Air has left an official reply on this complaint.

Royal Air Signed contract for replacement of two AC units and air handlers-a complete HVAC replacement right down to new slabs for the outside units

Signed contract for replacement of two AC units and air handlers-a complete HVAC replacement right down to new slabs for the outside units. Three young men installed the system 24 Jun. Pretty sure they didn't replace the slabs outside. They had to be recalled to fix the unit because it sounded like a motorcycle taking off in the attic. They fixed it fairly quickly though took a couple days to return. 10 Jun, I had to contact them again because it was leaking into my daughter's room ruining the bed, rugs, floor and countless collectibles, The 12th I realized it was also leaking into the garage. Again Jesus returned with a female worker, 13 Jun. He said both units were installed without a float switch and the drain from the attic was blocked even though everything was supposed to be brand new. Doubt the drain pipe was replaced as it was clogged! They installed the switches about 2000. Jesus took photos to send to the company. He said everything was all done and left. Short while later it seemed VERY hot! They left the door open to the bedroom and the attic stairs down and the radiant barrier stair cover wide open. After I closed up what they left open it seemed even hotter. The next morning it was like a sauna in the house, 96F. Last night we realized the ceiling/walls in our bathroom and closet were also leaking. This am, 15 Jun we realized it's also leaking into our bedroom ceiling along the vent seams. The water abatement team sent by USAA came today to set up dehumidifiers. The tech coming yesterday never showed and today we haven't had a response from the company. We were told when we finally for through to the company the person in charge of install wasn't available and hung up! We still haven't seen anyone or heard from the company. The abatement team had to do some demolition in order to dry the house. We can't stay here ask it's unbearable, HVAC inoperable and beyond sweltering. This is horrendous treatment of Royal Air Houston! The finance co wants paid!

Read full review of Royal Air
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
M
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Royal Air has left an official reply on this complaint.

Royal Air Purchased a XC-20 HAVC system on April 1,2020 (contracted signing) it was installed on the 2nd of April ;from installation issues: 1) the

Purchased a XC-20 HAVC system on April 1,2020 (contracted signing) it was installed on the 2nd of April ;from installation issues: 1) the original A/C unit was R-22 Refrigerant; (older refrigerant), the Suction & the liquid line going to the Condenser should've been flushed out, reason being is the chemical of the two refrigerants boiling points are different. That's Technical; readers won't know the difference. What the problem with the unit is that it freezes up, the Evaporator and the suction line going to the condenser freezes up, causing the airflow to stop going through the evaporator into the house; and because this unit has several sensors monitor operation it generates a trouble code that causes the unit to shut off completely, this has happen from April 2 to present. I call the company, I have expressed my disappointment & frustration to the salesman, who is Arron Henkel who sold me the contract, I must say Aaron is a pleasant man to speak with and knowledgeable, and that's the reason why I went with the company. My wife and I have a young adult son who is fighting for his life right now with an illness; his comfort for us is paramount, and let me also mention; I went to the office personally to speak with the owner, he wouldn't speak with me, instead Norma Gracia who is the install manager, took my compliant, promising me to fix the issue, that incident happened one week from the install. Three weeks later i'm still having the problem, the unit turns off, because of the freezing; I call the owner, he won't answer the call, I leave message; my wife called him, and expressed her concern about our son, and he told her that he would be sending someone, and that never happened, this is the reason why I have decided to comment and submit a compliant. We as a family have left messages to the owner to come and take his unit out,and reinstall our unit that was working fine, the reason we decided to replace, because it was 13 years old, preventive maintenance I call it.

Read full review of Royal Air
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
W
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Royal Air has left an official reply on this complaint.

Royal Air On Friday, August 21 I met with a salesman, Tommy from Royal Air Conditioning regarding my A/C system

On Friday, August 21 I met with a salesman, Tommy from Royal Air Conditioning regarding my A/C system. I explained to him that our system wasn't keeping up with the heat and it freezes up. Thru financing, we did not have enough to replace the entire system so Tommy suggested we replace the outside unit - from a 4 ton to a 5 ton. His crew arrived that afternoon and replaced the outside unit. They left around 5 - my daughter and I left to run errands and to go eat. We put the thermostat on 75 degrees - when we returned around 8:00 PM - it was 78 degrees in the house and the unit was froze up. I called first thing Saturday morning and explained the situation - I technician arrived around 5:30 PM. He was at my house for about an hour and a half - when he left, I was instructed to leave the unit off for 2 hours and then put it on 75 degrees. I did and it ran OK thru the night. On Sunday morning around 10:30 AM our unit wasn't cooling so I checked it and it was frozen up. We turned it off and defrosted it - turned it back on and it was running - around 3:30 PM it froze up again. I called Royal Air and let them know the situation - they made an appointment with me for Tuesday to come out and clean the ducts in my house. On Tuesday, August 25 - after having the ducts cleaned, the system still wasn't working. I called and was told a technician was headed my way and he would be at my house by 4:00 PM. By 4:30 PM there was still no technician at my house so I called. After waiting on old for 45+ minutes, I was assured that a technician would be there by 7:00 PM - the office closed at 7:00 PM so I started calling at 6:30 PM - I finally got a hold of Kerry who ASSURED me that someone would be out TONIGHT. At 8:30 PM - two technicians arrived at my house. They left around 10:30 PM - the unit was still not working. It was 98 degrees in my house over night. They assured me that they would return in the AM. On Wednesday, August 26 ANOTHER technician come out and determined that our coils were bad and needed to be replaced. As we stated at the beginning of ALL OF THIS, we did not have the means to replace the coils at this time. We were told by Royal Air that there was nothing more that they could do - the technician wished us luck and he left.

Read full review of Royal Air
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
O
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Royal Air has left an official reply on this complaint.

Royal Air Royal air installed a new ac unit 2 years ago and I had a service contract for royal air to come out every six months to service my unit

Royal air installed a new ac unit 2 years ago and I had a service contract for royal air to come out every six months to service my unit. My contract expired so I purchased a new one. I was having issues with the way the unit was functioning so I made and appointment. After royal air cancelled on me 3 different times they finally sent a technician without calling 30 minutes prior like they stated they would. When the technician finally came out he opened the closet where we have our unit and stated that the problem was that the duct had come off the plenum and it air was circulating in the closet where we had the unit. The technician stated that animals can get in the attic and knock it loose (we have no attic, hence no animal to knock it loose). He then proceeded to say that the ducts needed to be replaced because there was mold in the duct he found disconnected from the plenum and that the mold was spreading, which was clearly visible on the closet door. The technician stated he would send someone out to talk to me about replacing the ducts. He did not check anything else nor serviced anything else. When the sales rep came out, he gave me a quote which seemed too high so I decided to get a few other quotes. The other two technicians from two different companies stated that the blower speed was too high on the supply but was fine for the return. Both technicians stated that this was causing the unit to blow air too hard which caused moisture to build up in the plenum causing condensation and "bacterial growth" (mold) to the ducts. I have a 6 month old as well as a child who is immunocompromised so I reached out to them the very next day to inform them of this information so they could send a technician out right away as I felt this was an emergency that was affecting mine and my children's health. I spoke to two different people without any success. The earliest they could send someone out to just look at the unit again was a week later. I explained to the last person I spoke to that this was not acceptable since my daughter had been sick for a while and we thought it may be related to the air conditioning situation, the lady on the phone said she couldn't do anything about it and I would have to wait a week. In the meantime we are continually being expose to this bacterial growth that this company is the cause for.

Read full review of Royal Air
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
R
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Royal Air has left an official reply on this complaint.

Royal Air On Friday, July 10, a service tech from Royal Air came to our house at ***

On Friday, July 10, a service tech from Royal Air came to our house at ***. Houston, TX. 77042 to check on what was wrong with the air handling unit (both the A/C unit and air handler were purchased from Royal Air in 2014 although the air handler had to be replaced by Royal about a year later). The unit was making a strange, deep hum. The tech said that he tightened some wires, removed and put back the blower motor and greased the bearings, and also checked the coolant level in the A/C unit. This apparently fixed the problem though he said that, if the problem came up again, to ask Royal to send out a more experienced tech as he was new and really didn't know much more than how to do a check. Less than 24 hours later, the entire unit shut down, including the thermostat. I tried to call Royal but it was after hours (about 5:30) and could not leave a message because the mailbox was full. This is frequently the case. Because of the sweltering heat we were forced to spend the night in a local hotel. I called the following morning (Sunday) and the dispatcher said that it sounded like a clogged drain line. He also said that there was no way anybody could come help us and fix the problem until the following Saturday. This would have been a full week of having to stay in a hotel due to unbearable conditions. Instead, we called Church Services, which was able to get a tech to us in 4 hours. Their tech was able to identify and fix the problem. From the time he walked in the door until he came down from the attic with the A/C working, took 10 minutes (this included removing the cowling that seals off the attic from the stairway, unscrewing the wall panel that leads to the air handler, fixing the problem, and putting the cowling back). I asked what had been wrong and he said first, that I was gonna be mad and then the Royal Tech must have been a rookie to leave the unit as it was. The royal tech neglected to put the panel of the air handler back properly which is necessary as the panels must be put together in the correct order and interlocked or a switch doesn't properly activate. This small negligence on the part of Royal caused us discomfort, inconvenience, time, and the cost of Church Services to correct what a Royal Air was negligent in doing. I am able to send photos of the unit as it was found by the Church tech showing the air handler panel was clearly not properly put back in place. The Church tech also volunteered to speak to anyone interested to recount his findings. We have contacted Royal numerous time via email and phone asking for reimbursement of our expenses incurred in the amount of $146.49 (hotel) and $125 (Church Services). We have also explained that we would report them to the Complaintsboard.com today, and take other action should it be necessary to clear this. Their response has generally been hostile and left to the discretion of their "dispatch" or ignored since they were first contacted about the matter by phone shortly after the incident.

Read full review of Royal Air
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Royal Air contacts

Phone number

+1 (832) 334-5959

Website

www.royalairhouston.com

Elevating the Voice of the Consumer

Empowering Real Complaints

At ComplaintsBoard, we understand the impact of genuine consumer grievances. Our platform is a dedicated space for authentic voices, where complaints, both positive and negative, are shared with honesty and transparency.

Dedicated to Validating Complaints

We are committed to ensuring the authenticity of every complaint. Our team uses rigorous verification methods to confirm that each complaint stems from a real customer experience, maintaining the integrity of our platform.

Encouraging Detailed Complaint Narratives

We value complaints accompanied by concrete evidence. Be it a photo, a detailed narrative, or additional documentation, such substantiation lends credibility to your complaint, aiding others in making informed decisions.

Balanced and Constructive Dialogue

ComplaintsBoard is more than a platform for airing grievances; it's a community where balanced dialogue is encouraged. We welcome complaints that not only point out issues but also recognize any positive interactions, promoting a fair and comprehensive perspective.

A Free and Impartial Platform for Complaints

Our unwavering commitment is to provide a free and unbiased platform for all complaints. Every complaint is given equal importance, ensuring your concerns are heard and respected, irrespective of their nature.