Complaints

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

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  Diamond AC and Heating

  20801 N 19th Ave Ste 1 Phoenix, AZ 85027-3554

  
• 

  Diamond AC and Heating

  1 W Deer Valley Rd Ste 104 Phoenix, AZ 85027-2130

  

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:12/27/2024

  Type:Service or Repair 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.

  A new two stage unit was installed on July 2023 and the unit works great, but the unit does not have a common size of air filter. A air filter was not installed during installation. At three techs have been to the home to correct this issue and the only option was to install an uncommon modified air filter. The uncommon size is about 18 x 25 and even the techs could not locate a filter. The last tech that was out and the quality assurance tech stated that the unit would need to be uninstalled and the base to be rebuilt again to accomadate an air filter. A reusable filter was installed and after the tech left and I inspected the filter it wa sucked up into the unit. Since September I have tried to schedule this work, ***** is the install manager has not been responsive. One appointment was tentatively scheduled for the Friday after Thanksgiving and that appointment did not work with the work from schedule for two people. This work will need to be completed on a Saturday. After several attempts to get *****, message left, calls that were not returned, and text messages that stated that he would call the next morning to schedule and no call was received. This install has not been completed correctly. There is suppose to be a blue light air cleaner also that does not appear to have been installed. This unit has been running since install without the proper filter or no filter, this has caused an extreme amount of dust through the house that is not in the duct work.

  

  Business Response

  Date: 01/07/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience caused to the customer during this process.
  
  First, we are glad to hear that the unit we installed is functioning properly and meeting performance expectations. We strive to deliver high-quality installations, and its great to know that the system itself is operating as intended.
  
  Regarding the filter issue, we acknowledge the customers concern about the non-standard filter size. It is true that some systems require uncommon filter dimensions, especially when modifications or customizations are involved. While our technicians made efforts to resolve this matter, including installing a reusable filter temporarily, we understand that the customer sought a permanent solution through another company.
  
  We would like to emphasize that air filters are a minimal cost, typically ranging between $1$3, as the customer has noted. The fact that the customer has already addressed the filter concern independently indicates that the issue has been resolved without significant expense.
  
  We apologize if there was any miscommunication regarding scheduling follow-ups. We always aim to maintain clear and timely communication, and well review our processes internally to ensure no similar issues occur in the future.
  
  To make things right, we are offering a duct cleaning at no additional charge to address any dust concerns caused by the temporary filter situation. Additionally, if it is determined that the blue-tube UV light was not installed as specified, we will promptly install it at no cost.
  
  We appreciate the opportunity to clarify this matter and demonstrate our continued commitment to customer satisfaction.
  
  Sincerely,
  ****** Diamond
  Diamond AC and Heating
  
  
  
  

  Customer Answer

  Date: 01/07/2025

  Hi this issue has not been resolved. Per ***** and several techs since this would be rectified and it has not been rectified. The size filter that this unit needs is not available. Your tech sat here for over an hour and agreed, while trying to find the size filter. Per ***** the unit needs to be uninstalled and a bigger base is needed. This was supposed to be to occur in October. I should not have to purchase a self sizing air filter that gets sucked up in to the unit. This is unacceptable that a consumer would have to deal with a $15,000 substandard customization. 

  

  Business Response

  Date: 01/09/2025

  We can schedule a new filter base and a duct cleaning at your convenience. When should we call and schedule?

   

  Customer Answer

  Date: 01/09/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:05/06/2024

  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.

  Order/invoice for air handler and evaporative cooler written03/27/24, all installed the following day. Air handler had to be changed due to incorrect model, evaporative cooler wrong brand, wrong model. Air handler now installed is acceptable, but the evaporative cooler is an ongoing problem. Wrong motor, configuration of electrical box prohibits entry into unit for maintenance. ******** calls to installation manager unanswered. Appointments made and not kept. Motor ordered 3 1/2 weeks ago still not installed. Sloppy workmanship. Gouges in roof sealant. Initial contact by phone for offer to inspect system for $20 and three cans of food for the needy, even though I'm listed with the Do Not Call Registry. I'm 80 years old, single and live in a 55+ mobile home park. There is noise, now, coming from the unit, which sounds like bearings. Installation Manager supposed to come tomorrow, 5/7/24 to address multiple issues. Will not be surprised if he doesn't show or call. Par for the course with this crew. I want to be finished with them, but not until this unit is working properly. It's taken six weeks and still not complete.

  

  Business Response

  Date: 05/31/2024

  Dear Better Business Bureau,

  We appreciate the opportunity to respond to the complaint filed by ********************* regarding the installation and service of her air conditioning and swamp cooler units. Below is a detailed account of our actions and interactions with **************** to address her concerns.

  Service Timeline:

  1.      Inspection (3/27/24): Technician ************************* inspected ******************** ******** unit and swamp cooler. He observed significant rust and damage to the swamp cooler's paneling and exposed wiring from the disconnect box. The air handler's evaporator coil was also extremely rusted. These issues were communicated to ****************, who agreed to replace the air handler and swamp cooler.

  2.      Installation (3/28/24): We installed a 90% furnace coil in the closet and a new swamp cooler on the roof. Both units were operational upon departure, with an exit temperature of 72F.

  3.      Aesthetic Completion (3/29/24): We completed the closet and return air aesthetics, ensuring the work was done in a timely manner with top customer service.

  4.      Customer Feedback (4/4/24): **************** inspected the roof installation and identified areas for improvement. We promptly addressed her concerns with onsite visits and communication on 4/8/24, 4/9/24, and 4/10/24.

  5.      Replacement (4/17/24): We replaced the swamp cooler with a MasterCool unit at a reduced price to satisfy Ms. ******* concerns.

  6.      Further Service (5/7/24 & 5/15/24): We responded to additional noise complaints by replacing the motor on 5/7/24 and conducted another inspection on 5/15/24. No noise or vibrations were detected during our visits.

  7.      Final Inspection (5/22/24): **************** reported no air flow from the swamp cooler. Our inspection confirmed the unit was operating correctly, and we documented the performance with videos.

  Current Situation: Despite our continuous efforts to address Ms. ******* concerns, she remains dissatisfied and has requested a full refund. We have agreed to provide a full refund upon the retrieval of our equipment. However, **************** has refused to allow us on her property to remove the units and demands a refund without returning the equipment.

  Conclusion: Diamond AC has been committed to resolving Ms. ******* issues with patience and professionalism. We are willing to provide a full refund after the equipment is retrieved, ensuring both parties fulfill their obligations. Unfortunately, Ms. ******* refusal to cooperate by allowing us to remove the equipment complicates the resolution process. She is scheduled to have the unit removed on 6/5/24 with permission.

  We hope the BBB can assist in facilitating a fair resolution where Diamond AC can retrieve the equipment and provide **************** with her requested refund.

  Thank you for your attention to this matter.

  Customer Answer

  Date: 05/31/2024

  Much of the information provided by Diamond is incorrect.  This matter is now in the hands of ** ROC.  An inspector will review the documentation provided  and perform the inspection of the swamp cooler sometime near the end of June.  Diamond has refused to make any service calls since the vibration was eliminated by *********************, claiming it's costing them too much to keep sending personnel out to fix the issues which would not have been, if the unit had been installed properly.  They have not made a service visit since the air stopped flowing, 5/18/2024, regardless of the statement regarding a video.  Yes, I have flip-flopped about the removal/refund.  I was advised by a legal representative to tell them to stay off my property, period.  Then the ** ROC came into the picture and I was informed by **** in the ********************* to rescind that directive, since there is a possibility the company may decide to complete their responsibility to repair the failing loose fan belt.  I have inspected the unit and discovered that is why there is no air flow into the house.  At no time did I state or imply that I expected them to refund the full price of the unit without removing it, but that is an interesting option.  So glad they mentioned it!  I will forward this information to ** ROC!  At this point, I am not hearing from them at all, they have not informed me that it is their intent to continue on with the removal of the unit or to repair it, and I have contacted *********************** and told her to cancel the crane scheduled for 6/5/2024 and put a stop-payment on the check they claim to have mailed on 5/27/2024.  ** ROC can handle this from this point forward.  I would welcome discussing this issue with Diamond AC, but, as I said, they are not real good at communicating with me.  I will, however, call them tomorrow and ** ROC on Monday, 6/3/2924, to remind them 

• Initial Complaint

  Date:04/01/2024

  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.

  Several times over the past year, I have been receiving telemarketing calls advertising AC service, even though I am on the Federal Do Not Call list. My husband answered this last call, from ************, on 3/27, and ******* claimed to work for Diamond Air. When I informed him that he was violating the ***** and asked to speak to his supervisor, he hung up on me. I made several attempts afterwards, to reach out to the company to resolve the matter, but have gotten no actual response. At this point, I need to speak to the company's ATTORNEY or LEGAL REPRESENTATION to resolve this issue. Otherwise, my next step will be to retain an attorney that specializes in TCPA matters, and will also seek assistance from the ******* State **************************

  

  Business Response

  Date: 04/12/2024

  *******************,
  My name is ****** Diamond, owner or Diamond ac and heating. I received your BBB complaint and want you to know I take this matter very seriously. I would like to talk to you and resolve this matter. Is there a good time to call you? I have sent you an email as well. 
  
  
  Regards and thank you, 
  
  
  Have a great day

  Customer Answer

  Date: 04/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Hopefully, the issue can be addressed, and resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:01/22/2024

  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 Diamond ac/heating ************** our broken office heater and the initial technician told us the blower motor was out and needed repair - fine, lets get that fixed. The quote was for a .9 HP blower motor - quote $1230.00, a bit high as online quotes for same motor ranged from $200-$800. The quote also included 5 hours of work at $140 per hour - the repair was completed in less than 3 hours tops. Thats the initial issue. Part two - The Repair - a second technician came out the following day to replace the blower motor, which he did, but did not test the system nor did he mention any other issues with the system. No further quotes or discussions regarding our heating system. The very next day, the staff noticed that the temperature was not warming up and in fact there was cold air blowing into the office, they checked the thermostat to ensure the heat was in fact on - it was. The staff called Diamond ac to let them know that no heat was coming into the office - the technician returned later that day to inspect. Upon he his inspection, he proceeds to tell us that the heating coils were broken when the blower motor broke and that the heating coils could not be fixed. We asked as to why they were not mentioned in the initial inspection and quote - he said that the coils were under the motor and he may not have been able to see them - ok fair enough - however, the technician that did the repair surely would have seen them when he removed the motor and replaced with new motor - or more likely, the removal of the motor broke the coils and now the blame and financial burden is on the office as we have no proof if this is accurate. He then proceeds to tell us that it will cost an additional $2-2,400.00 to fix that. No quote, no notes, just some number he pulled out of his pants... really!! This company is trying to collect more money for work that was not initially included and possibly their responsibility - they should repair the coils at no cost. Help us warm up!

  

  Business Response

  Date: 01/30/2024

  Upon arrival, the breaker was tripped and the unit was not currently running. We installed the motor once the original equipment motor came in the following day. Unforseen pieces were in the ductwork, and not visible to our techanicians. The damage was caused by the shredded wheel, and motor to the heat strip kit. Pictures and notes were provided and documented in our crm. Diamond AC does not take blame for this damage, but in order to resolve complaint we will  inherit the damages and replace heat strips. This motor had already been replaced before and it was the wrong size installed. This unit is from 2009 and with the 5 year manufactures warranty has expired. We expect heat strip has arrived. We will call and schedule installation with ************ or his office.  

• Initial Complaint

  Date:02/01/2023

  Type:Order 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.

  This company refuses to send a qualified professional to our home to fix the on going HVAC issues in our new build home. Weve been in our new home for 1 week, and they have sent the same technician to our home 3 times who isnt qualified for the job and has admitted to that. Hes done multiple things wrong in which he should be fixing, leaving us to hire another HVAC company to inspect his work. Instead of sending a qualified employee who knows how to take care of these urgent and serious issues with our system, they continue to send the same employee who continues to fall short and not fix our issues. Our furnace issues are dangerous and urgent. We have no fresh air in take in our home. These are safety issues to my family and I need this company to send the right man to do something to fix this and fix it right.

  

  Business Response

  Date: 02/28/2023

  All HVAC issues have been resolved. My install manager ********************* confirmed everything has been fixed and Home owner is happy. 

   

  Please call or email ************ or *************************************  with any other questions or concerns. 

   

  thank you 

• Initial Complaint

  Date:09/22/2022

  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.

  On 8/18/22 ******* from Diamond AC came to my property to perform an inspection of the HVAC system and provide a definitive quote to install a new one. Exact details of this quote can found on supporting document dated 8/18/22, numbered 4423, provided by Diamond Air, signed by *******. This document shows a total amount of $8750 for the work outlined. On 8/18/22 while at the property with *******, I reviewed the quote, and asked ******* directly if the amount $8750 would be the confirmed total cost or if there would be additional fees. ******* assured me that $8750 would be the total cost. On 8/19/22 I contacted my ******* by phone to confirm the cost of $8750 again, and ******* again assured me that would be the total cost. I approved the total during that call and ******* requested we meet at the property on 8/22/22 so he could collect a down payment and do a re-inspection. The week between 8/15/22 and 8/23/22 Prescott experienced high summer temperatures and the interior of the home rose to degrees in the upper 80s and was very humid. During *******'s re- inspection on 8/22/22 ******* presented a new quote for $9500, numbered 4135, saying the equipment he quoted during his previous inspection was inadequate and would not work efficiently. On 8/22/22 ******* knew this home had been without air conditioning since 8/15/22 and he knew that it would take another week to get another company out, and that we had a choice to make; either pay Diamond’s air demand of an additional $750 above their initial confirmed cost, or live for another week or more in unhealthy temperatures.On 8/18/22 *******, a trained Diamond AC professional technician, came to my home and performed a thorough inspection of my property. On 8/22/22 his prior inspection was suddenly insufficient and needed to be performed again, this time resulting in a higher price. I have attempted to discuss the matter with *******’s superiors and have received no response to my contact.

  

  Business Response

  Date: 10/04/2022

  On 8/18/22 Diamond AC performed an inspection and provided a quote without Mr. ***** Present. This is a rental property.  Invoice number **** which was not yet signed. We explained to Mr ***** that we would need to meet in person to discuss the estimate in person. During this two-day process, we were notified by our distributor Ferguson and DAY and Night an ICP company, that they no longer make 90,000 BTU furnaces  for 2.5 ton equipment. We then gave MR ***** Two options:
  Option 1.
  $8750 2.5 ton 80,000 btu furnace
  Option 2.
  $9508 3-ton unit with 90,000 BTU furnace
  
  Option 2 was recommended by the distributor because downsizing the equipment is not the better option especially in colder climates in Prescott.
  
  Mr. ***** stated he wanted to do the right thing for the property and his tenants, and he chose and signed the 2nd option For $9508 dated on 8/22/22. 

  After the job was completed and installed, Mr. ***** started making threats to file complaints and wanted a price match of the 2.5 ton unit. Mr. ***** was given two options, he was completely aware of the price and Diamond AC and Heating was 100 % transparent. We have enclosed both invoices as well as the email from Ferguson stating they don’t make the 90,000 BTUY furnace for the 2.5 ton unit. Diamond Ac and Heating went above and beyond for Mr. *****, and we educated him on everything before the install was started. 

  Customer Answer

  Date: 10/04/2022

  Diamond Air’s first statement is false and inaccurate. The property is a rental, and the technician did arrive to the property on 8/18/22 before I did, and the tenant let them into the home for their inspection. I met the technician shortly after they finished their interior inspection, which is how I have a hard copy of the initial quote their technician ******* provided me that day. To be clear, I WAS ON PROPERTY AT THE HOME on 8/18/22. *******, and I reviewed his inspection at this time, and the doc #**** *tating the cost of $8750.
  
  The 2nd statement is also false and inaccurate. I was NEVER contacted by Diamond to tell me the distributor no longer makes 90,000 BTU furnaces  for 2.5 ton equipment. I was never provided the options they describe.
  
  On 8/22/22 ******* came back to the property to do measurements for the installation. He arrived early to our agreed time, and the tenant let him into the home. When I arrived to the property, ******* told me the 90,000 BTU furnace quoted for $8750 was too small and insufficient for the home. At this time, he told me we did not have a choice but to go with the bigger unit at a higher price to sufficiently service the house.
  
  At this point, our property had been without air for 10days and we needed to correct the situation for our tenants. I did authorize the additional cost by Diamond Air because I felt I had no choice.
  
  The third statement is also false and innaccurate. I never received any documentation provided from Diamond stating Ferguson doesn't make the 90,000 BTUY furnace for the 2.5 ton unit. I also did not threaten to file complaints. I have documented my many attempts over the course of a month to reach Diamond Air to discuss the matter, and received no return calls or written response. Upon the lack of response after a month, I notified Diamond Air that I would pay the balance however would also be submitting a record of my experience to the BBB.
  

  

  Business Response

  Date: 10/06/2022

  Everything stated in my last response is accurate. We stated it was a rental, we stated we did communicate with Mr. ***** regarding the change in equipment. The first invoice/ estimate was not signed, the second invoice signed was with the new price. The new equipment and price were agreed upon with Mr. *****. The email provided was to confirm from Ferguson on why the equipment needed to be changed. Please understand the cost of the equipment changed, the price of the labor and install was not increase by Diamond AC and Heating. We gained nothing by changing equipment. Mr ***** went with a 2.5 ton to a 3 ton with a 90,000 % furnace. We made absolutely nothing more by changing this equipment. We stand 100% by our decisions and feel Mr ***** is trying to cheat the system and get something cheaper at our expense. Mr. ***** did in fact speak to Kevin our office manager, we explained everything several times. Mr. ***** 100% threaten to files complaints and gave us a deadline to pay him the difference in equipment. He then posted complaints on several social media post with different accounts, BBB complaint, Attorney general, and a Prescott Valley complaint. To reiterate, Diamond AC gained nothing by installing a 3ton over 2.5 ton. The price difference was the equipment. Zero increase in labor or installation. Diamond AC and Heating is not perfect, and we have made mistakes, and we fix them but this is not one of them. We installed the right equipment to keep the home properly cool and warm in Prescott valley. 

  Customer Answer

  Date: 10/12/2022

  Thank you for your assistance in this serious and unfortunate matter.
  
  I can provide GPS data from my cellular carrier that places me at the property at the date and time that Diamond Air says I was not. Additionally I have a document dated 8/18 provided to me on this date, by ******* the Diamond Air representative. Furthermore, my tenant was at the home and can verify as a witness that I was there.  I can also provide every email exchange between the company and myself that reflect  my consistently respectful tone. This demonstrates that Diamond Air is being dishonest in their communications regarding this dispute. If they are not being truthful regarding this, how can they be held trustworthy in any other matters.
  
  I am not trying to “cheat” them. If I were, I would not have paid their invoice in full. I have documented and reported an account of my experience with Diamond Air because I believe they are practicing bait-and-switch consumer fraud.