Mar 4, 2025
When South Florida couple Ken and Liz Johnson hired Florida-based Air Pros USA to install a new air conditioner, they were initially pleased with the job, which cost $23,214.35.
But three months later, they were shocked to see the breakdown of charges when they received a detailed invoice from Air Pros after the fact.
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A chunk of the bill was $5,879 for "Aeroseal Technology" that had never been installed and a $1,241.97 Synchrony Financial finance charge the Johnsons were never told about.
"I said, 'What is going on here? This is crazy,'" Ken recalled as he shared the story with Orlando-based WESH 2.
That prompted a battle that lasted seven months as the Johnsons disputed the $7,120.97 in excess charges.
A sneaky surprise
The couple say that when Air Pros technicians arrived at their home to inspect the ductwork, they found no leaks, and told the Johnsons they didn’t need Aeroseal, which is used to repair leaky ducts. The Johnsons agreed it wasn’t worth investing in and declined the service.
“I was there when they told Ken that they didn't need to do the Aeroseal,” said Liz.
The Johnsons filed half a dozen disputes to have the Aeroseal and financing costs removed. But Air Pros and Synchrony denied every one.
In frustration, the Johnsons called WESH 2 to investigate. The news outlet reached out to Air Pros' corporate offices. Shortly after, an Air Pros manager inspected the Johnsons' home and confirmed that there was no Aeroseal sealant in their home.
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Within days, Air Pros mailed the Johnsons a check for $5,879.
"We strive for excellence during every interaction and service call,” Air Pros USA spokesperson Joanne Sgro-Killworth told WESH. “But unintended human mistakes are sometimes made despite our best intentions. We accept that we failed."
The issue still isn’t resolved, as Synchrony refuses to remove the financing fee applied to the Johnsons’ bill, stating “the issue needs to be resolved between the merchant and the customer directly."
WESH shared the Johnsons' case with Florida’s Office of the Attorney General, which is reveiwing nearly a dozen complaints against Air Pros.
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How to avoid surprises on home installation work
It’s important to avoid surprises like the ones the Johnsons encountered. Unfortunately, home improvement is fraught with questionable practices, ranging from the kind of misleading practices and overcharging the Johnsons experienced to downright fraud.
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The Inspection Support Network reports that the Federal Trade Commission has received more than 109,000 reports of home improvement scams since 2007, and scams have increased since the pandemic..
There are ways to prevent sticker shock or worse in home improvement. Here are some tips to protect yourself.
Do your homework on home improvement contractors.
Don’t go with the first company you see. Shop around for estimates and make sure you’re comparing apples to apples. In the case of an air conditioning unit, one company may be offering a better model than another, so that’s something you’ll need to look into.
Ask for referrals, look up customer reviews and check out their Better Business Bureau rating. If there are a lot of complaints on file, consider it a red flag and run the other way.
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Read any contract cover to cover before signing it.
Once you’ve chosen the company you want to work with, make sure they provide you with a contract that clearly details the scope of home improvement work, complete with an itemized list of tasks that will be done and an itemized list of charges.
Don’t be afraid to ask for a copy of the contract in writing instead of in digital format. Some contractors now bring a tablet with them, forcing customers to scroll through pages digitally and then provide an electronic signature. It can be more difficult to understand what you're signing with this setup.
Pay attention to financing fees.
It's common for home installation companies to partner with a specific financial institution to offer financing. Find out if you have to use that specific company or if you can secure your own financing. You may be able to find a more competitive rate if you find financing on your own.
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Maurie Backman has been writing professionally for well over a decade. Since becoming a full-time writer, she's produced thousands of articles on topics ranging from Social Security to investing to real estate.
