Complaints

This profile includes complaints for Dash Heating & Cooling's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Dash Heating & Cooling

  12417 Cantrell Rd Little Rock, AR 72223-1727

  
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  Dash Heating & Cooling

  2100 Albert Pike Rd STE B Hot Springs National Park, AR 71913-4093

  

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:01/16/2025

  Type:Sales and Advertising 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.

  1/16/25 service date we believe we were unduly influenced by the company policies and sales rep from this company. We inquired about the cost of having duct work cleaned at our home; a sales rep was sent to our home. We discussed our issues (older home, lots of dust, our allergies) based on our discussion with rep their services should alleviate our problems, We were given the estimate and asked to sign an ipad saying we would take the service. In the interim we contacted other companies and were told this service should cost no more than 1/2 the cost estimate of DASH. I called the sales rep back and was told how exceptional their equipment and service was and basically that we get what we pay for! After work the was performed, the cost was $1,224.67; and only a small amount of dust was removed from our entire system ductwork. When I called to complain, I was told by management that $1,220 was the standard cost - no matter the size of home or outcome of the cleaning process. If that's the case, why would they send a SALESman out to visit us - why not just say 'our standard cost is $1,220' for the job UNLESS they were influencing us to contract their services??? Their action may be legal, but is certainly not ethical in our opinion. We asked management for an adjustment to our cost because very little dust was retrieved and our thoughts that we were unduly misled. But no degree of adjustment to the bill was offered

  Business Response

  Date: 01/17/2025

  On 12/13/24, the ******* called us to inquire about duct cleaning due to their allergies, dust, etc… We did not cold call or solicit them. An appointment was set for us to come to their home, we do this to determine if we can perform a duct cleaning on their system. Some ductwork is flexible duct that our machine would destroy, sometimes the grilles are painted in which changes the job, we have to verify this prior to any pricing which is why we must see the job. Our duct cleaning is comprehensive, we don’t just clean the ductwork, we also clean the equipment that is tied to the ducts so the entire system is cleaned. Other companies don’t do this and most aren’t licensed to do so. The cleaning of the “entire” system is more expensive than just part of the system, that is the difference. Trying to compare the two is like comparing apples and watermelons. As far as the amount of dust retrieved, it is the same process of cleaning the ducts whether it be a small amount or a large amount. The grilles at their house were extremely dirty, they were covered in bacterial growth and it took significantly longer to clean them than normal, we did not ask for any additional compensation due to this.
  
  Nothing we did was unethical or deceitful. Giving a low ball price over the phone that does not cover the entire job is really the unethical practice. We have been in business 94 years, were the first company in central Arkansas to offer duct cleaning, and will always conduct our business in an ethical manner. 

  Customer Answer

  Date: 01/21/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  We feel - meaning our perception of our experience with this company,  that the information was in NO WAY fully   communicated to us. If the representative had communicated the information to us that I read in the response BBB received, this situation would not have resulted in the same response from us or the immediate response from us to move forward with the cleaning! We would have wanted more time to consider the decision. Rather than sign  the ‘ipad’ enabled ‘contract’ placed in front of us immediately after our interaction with the representative of DASH. We were shown pictures of much newer homes that showed vents encrusted with significant dust build up. But as I mentioned the information in the DASH response to BBB contained much more complete information than we received from the rep. ********* whom I spoke with at the company told me a number of times they did not call us to solicit their business-like somehow it was OUR fault that this whole episode had happened as it did! When I called, sending rep out was the only option we were told. Very little of the information that came from their BBB response had  been shared with us. Only ‘we’ll send a rep out’!  Information that could have been more clearly communicated with us by phone. (As was communicated to BBB) This most likely would have had a different response from us up front 

  Sincerely,
  
  ****** ******

  Business Response

  Date: 02/03/2025

  We carried out exactly what we committed to, based on the agreed investment. The fact that you expected more dirt in the system does not justify altering the agreed-upon investment. Similarly, if there had been more dirt than anticipated, we wouldn’t have requested additional payment. The full scope of the situation is only clear once the process is completed. Once again, we have been very ethical in the entire process, have a nice day.