Complaints

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our home in April of this year 2024. We are not happy with the noise of the A/C unit. We have have had the A/C unit be looked at by Chas Roberts Air Conditioning and they said nothing is wrong with the unit. The noise is very loud and disturbing.

  

  Business response

  09/03/2024

  Hello Denise,

  Thank you for bringing this to our attention. We understand how frustrating a noisy A/C unit can be. However, we want to clarify that we are D&H Air Conditioning and Heating, not Chas Roberts Air Conditioning.

  
  Based on your location in Apache Junction, Arizona, we regret to inform you that this area is outside our service areas, as we are located in Tucson, Arizona.

  
  If you have any further questions or need assistance, please don't hesitate to reach out to us at (520) 408-2665. We're here to help in any way we can.

  Sincerely;

  D&H Air Conditioning and Heating 

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my brand new A/C unit from this company back in March of 2021. That same summer when we were using the A/C unit we noticed that the air blowing out of the vents was not cold air. The temp was set low but the house was in the high 80s. We called them out to come look at it and they came out "fix" the issue. We had this happen a few times that summer and each time it was something different that they "fixed". The following year in 2022, we had the exact same issue where the air was not longer blowing cold air. Frustrated I explained that it seems to be a faulty system as this should not be happening; however they chose not to take accountability and told me that they needed to see the problem, diagnose it and then fix it. Again, they told us multiple different things and then "fixed" the issue while charging us a $95 fee. We did not need to use it as the weather was cooler and again in 2023 we had the same issue. The air was not longer blowing cold and the outside unit was not working. We went around with them again. We found temporary solution where we could flip the breaker and it would have it work for a few days. We did this to get some relief and when they came out they said it was working fine and left. It is not 2024 and we have had this issue occurring again, it happened in June and now July. Each time I ask for a manager to express my frustration and beg for a resolution they just tell me they need to send out a technician. This issue is not resolved and continues to happen each year despite this being a new unit. I would like them to either replace the entire unit or refund me the money.

  

  Business response

  08/06/2024

  Dear Sean
  
  Thank you for bringing this matter to our attention. I sincerely apologize for the inconvenience and frustration you have experienced with your A/C unit.
  I understand the difficulty of dealing with recurring issues, especially with a new unit. Your account of the repeated problems and the temporary fixes is concerning, and it's clear that the situation has not been resolved to your satisfaction.
  
  Please know that we have diligently taken all necessary steps to gather data from your unit during each diagnostic visit. This process was essential to accurately diagnose the root cause of the problem.
  
  Furthermore, I want to clarify that your account was not charged for diagnostic fees except for one instance on 8/26/2023, as the installation was over a year old at that time. Additionally, the initial diagnostic fee charged on 7/04/2022 was fully refunded on 7/25/2022.
  
  Our installation team completed a duct evaluation on 7/30/2024, as our service team determined that the unit was operating to manufacturer specifications. It has been determined that although the unit is working to specification, your home requires additional support by adding a 16x8 return grill and enlarging the current return grill to 20x8.
  
  As you discussed today with our Customer Service Manager, we have scheduled an installation appointment for 8/7/2024 to perform the above home modification at no cost to you.
  
  We take your concerns very seriously and will work towards a reasonable resolution. Your satisfaction is important to us, and we are committed to resolving this matter promptly.
  
  Thank you for your patience and understanding.

  Customer response

  08/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22039713, 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,
  
  Sean Doughty
  
   
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is hands down the worst company I have ever contracted with. After the offer to do the work and price was agreed upon on 5/14/2024, within 10 minutes the price rose 1,300. The work was promised to be completed in one day, however it took 5 weeks. The yard was covered with cigarette butts and plastic bags blowing around the property. During this time we had no less than four scheduled days that were no show, no call. The electric panel was agreed on as 150 AMPS but instead they installed 125 AMPS. They had to install the range outlet twice trying to get away with too small of a wire. One week after the work was complete they placed a lien on the house instead of discuss these issues. When I called to discuss this they didn't want to hear anything.

  

  Business response

  07/10/2024

  We are very sorry to hear about your dissatisfaction with our services. We take all feedback seriously and would like to address each of your concerns to ensure we improve our services moving forward.
  
  Initially, we agreed to install a 150 AMP panel. However, our subcontractor, Robles Electric, determined that due to the existing infrastructure, only a 125 AMP panel could be safely installed. This was not within the originally plan, but we rely on expert advice.  We apologize for any inconvenience this may have caused.
  
  In addition to the panel upgrade, we performed a necessary breaker upgrade on the outside breaker to ensure the system's safety and regulatory compliance.
  
  Regarding the range power installation, we made several visits to accommodate your requests, including changing the cover for the power. Initially, we installed the range plug in the location you specified. Despite this, we understand you were not satisfied with the location and we addressed this concern as promptly as possible.
  
  Wiring Concerns: Initially, we installed an 8-gauge wire, but upon your request, we replaced it with a 6-gauge wire. We strive to meet customer specifications and apologize for any inconvenience during this process.
  
  Worksite Cleanliness: We regret to hear about the state of the worksite. Maintaining a clean and safe work environment is important to us, and we will take steps to ensure this does not happen again in the future.
  
  Lien on the Property: The lien was placed on the property due to non-payment. We attempted to resolve the payment issue through multiple communications with no response before resorting to this step.  This is procedure to ensure our investment is protected.
  
  Please contact our customer service manager at 5204082665 and ask for AB so we can address any remaining concerns and work towards a satisfactory resolution. We value your business and are committed to improving our services based on your feedback.
  
  Thank you for bringing these issues to our attention.
  
  Sincerely,
  
  D&H Air Conditioning

  Customer response

  07/11/2024

  Deciding to change what we agreed I would pay for is something that should have been discussed. Otherwise it is the same as bait and switch. You never told me this information. Additionally the range plug agreed upon was 50 amp, however instead of using a licenced contractor you sent your unlicsened worked with the incorrect parts to perform the work incorrectly. He didn't install it where I asked, he just did it his own way, not his fault since he didn't know what he was trying to do.  I called and was told this was temporary. After that there were several appointments to correct this but no one showed, no one called. When I called I was told they were coming. Still no one showed. 

  When the worker finally came back after several weeks after the initial install, he had planned to place a  50 amp breaker while leaving a number 8 wire in place, which is a fire hazard. If he were an experienced electrician he would have known this. If I hadn't of stopped him from doing this our home would have likely burned down. 

  Your response is false and feeble and you never lowered the price after changing our agreed upon contract. You never made several attempts to collect, you called me once while I was in a grocery store and couldn't talk at the time. 

  I already spoke with AB, there was no resolution offered other than 'sorry'.

  I am sorry you have such poor service and bait and switch tactics to make money off of a poor retired person on a fixed income. I will share my experience with everyone I know. 

   

  

  Business response

  07/19/2024

  Thank you for bringing this matter to our attention. We understand your concerns and would like to address them thoroughly.

  
  First and foremost, we want to clarify that the contract you signed explicitly lists the total price, which includes the services of the electric subcontractor. You agreed upon this price and signed the contract. We have a copy of the signed document and can include it as an attachment for your reference.

  
  We acknowledge your dissatisfaction with the work performed by the subcontractor. However, it is important to note that the licensed electrical subcontractor, is responsible for the electrical work.

  
  Regarding your claims about the range plug installation and subsequent appointments, we regret any inconvenience caused. We rely on our subcontractors to perform work up to standard and understand the importance of correct and safe installations. We apologize for any oversight and understand your frustration with the delays and missed appointments.

  
  We assure you that our intention has never been to employ bait and switch tactics. The price and scope of work were outlined in your signed contract. We attempted to reach out to you to address your concerns, and we are sorry for any miscommunication or inconvenience caused during these efforts.

  
  Lastly, we apologize that your experience with AB did not meet your expectations. We strive to provide excellent customer service and regret that we fell short in this instance.

  
  We are committed to resolving this matter to your satisfaction and would be happy to discuss this further. Please do not hesitate to contact us at your earliest convenience.

   

  
  Sincerely,

  The D&H Team

• Initial Complaint

  05/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  see Attached document

  

  Business response

  05/13/2024

  Please find D&H Air Conditioning Company, Inc.'s response to the complaint attached.

  Thank you,

  Phillip Robles

  General Manager

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 19, 2024 I paid D and H HVAC $10,453. to install a new system. The A/C component functioned properly for the remainder of the season. When the temperatures began to drop and I attempted to use the furnace it ran for a few minutes and then stopped. I notified D and H and they sent a technician to diagnose the problem who determined that he was unable to identify the problem and would need to dispatch another technician. A second technician was called, he arrived and determined that it was a faulty gas connection and would need to order a part. It took 2-3 days for the part to arrive, the same technician came out to install and discovered that there was another problem due to an inferior and faulty part which had to then be ordered and replaced. He came out again and discovered that the part he installed was also defective. After 2 more trips he finally installed a part that seemed to have resolved the issue. The furnace ran for about a week and is once again not functioning. I called the emergency number they had listed as this last occurrence was over the weekend. I received a call from the tech but no follow up or plan as to how to resolve this problem other than the tech indicating he thought the company should offer to install a new furnace. I contacted D and H this morning to speak with someone and they are giving me the run around telling me that the responsible party would be contacting me within a few minutes and 45 mins later I have to call them back only for them to give me the same response. I am still waiting.

  

  Business response

  12/15/2023

  Matthew,
  
  We apologize for the inconvenience this issue has caused you. After discussion with our parts houses and manufacturers. We have identified that the change in manufactures for the inducing draft motor and the sensitivity of the pressure switch did not function as intended when paired together. With this knowledge in mind, we have opted to go back to the original manufacturer and change the inducing draft motor and couple it back with the original pressure switch. 
  
  Our installation manager Mike was onsite today and saw that these replacements have been completed and the system is now operational according to factory specifications.
  
  Please contact us if anything further occurs. Thank you for bringing this to our attention. 

  Customer response

  12/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20954716, 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,
  
  Matthew Valiquette
  
   
  

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complaint due to poor installation and service to an HVAC system that I purchased last December 2022.  D & H Air and Heating has refused to address concerns that I have had with the AC unit making noise and not properly regulating the humidity.  The noise sounds as if the ball bearings in the unit are faulty and NO ONE has looked into this.  I am attaching a record of service by this company and also including it with this email below.  Also I will email the video of the unit making the noise outside of my bedroom window.
  
  
  Thank you,
  
  
  Richard Tracy
  520 395-2296

  see Attached document

  

  Business response

  11/17/2023

  According to the notes in our system, the humidity levels fall within the parameters set by the manufacturer. We were not able to replicate the noise that the customer was mentioning but we will reach out to manufacturer regarding a possible replacement condensing unit. No promises can be made at this time as it is up to the manufacturer but we will do everything in our power to resolve these issues. Please contact us directly with any further questions at ***********

  Thank you,

  The D&H Team 

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 17,2022 D&H sold us an air conditioner larger than the one they were replacing. It is too big to efficiently condition the air of the space. It was installed 6/20/2022 the oversized unit was installed. Within 48 hours the unit was not working so a technician was sent to apply a hard start. The hard start is so loud that it rattles the windows in three bedrooms every 20 minutes rendering those rooms unusable for sleeping during the cooling months. In addition, the humidity accumulates due to the unit being oversized. I have been patient and, perhaps naive. They have made promises to make it right so I have waited, perhaps too long, expecting them to do what they promised.

  

  Business response

  10/30/2023

  We are sorry that the unit is not functioning to your expectations. The technician’s notes indicate that the unit is louder than the second unit on the roof. However, this unit is functioning as intended by the manufacturer.  The technician’s diagnostic on 8/26/2022 found nothing that would impact the dehumidification of the house.  The hard start kit was initially installed on 7/4/2022 to reduce the startup noise of the unit. According to our heat load calculation, the 3ton unit is the right fit for your home. Our team will contact you to review the system and insure that the hard start kit is removed if that does pertain to the sound issue. 

• Initial Complaint

  08/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transaction: 1/24/2023 Amount of money: $16,849.00 Business pledge: 100% satisfaction. (From their website): For you and your family, it means peace of mind: D&H will make your home temperature comfortable through hot summers and chilly winters. Nature of dispute: Insufficient cooling for rooms at the far end of the house. See attached file. What the business did so far: See attached file. Account / order / tracking number: (Invoice # 115116636)

  

  Business response

  08/14/2023

  Hello *** *****, thank you for your valuable feedback. We are working to ensure your system provides cooling to your home.  Our install and service teams are available to assist with your concerns. Unfortunately, the original system did not function appropriately in your home’s application due to capacity concerns.  We apologize for these issues as we only want to recommend products that provide the desirable comfort.  And in your case this newer product design did not.  We understand your need for the replacement system’s documentation, and we apologize for the delay.  All new systems must be registered within 60 days of installation, which we always do, and the documents have been sent via email and mail.  We have done a heatload calculation ensuring that the proper tonnage is recommended and installed.  The home’s calculations result in needing a 3-ton system.  Our team is currently working to resolve your concerns and will continue to do so.  If there are any other concerns, please contact our office at ************ so we can get you assist you.

  Customer response

  08/15/2023

  10 Aug, Thursday – ***** and his associate were able to increase the air flow in the furthest 2 rooms by closing several registers in the main room.

  Customer response

  08/15/2023

  
  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

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company charged 2,200 to get fan and blower replaced. That was Dec2022. Currently we are in air mode- was out of air conditioning for one month due to that couldn’t “track a package”. Worked at UPS for 14 years- you can track everything. Save your money and call another company.

  

  Business response

  08/07/2023

  Hello Danielle, Our office takes parts requests and service very seriously.  We focus on good communication to keep customers informed of updates, especially when they’re waiting on parts.  We recommended a new system initially in August 2022, due to the system’s age.  This was continuously recommended during subsequent visits. In our high temperatures systems 10 years or older often need more repairs and it becomes beneficial to replace the system versus continuously paying for repairs.  We performed a diagnostic appointment in December 2022, and found multiple parts needing replacement.  Unfortunately, these parts were on factory back-order as explained, at that time, by our dispatch team.  We offered portable heaters, which you declined.  However, a few weeks later these heaters were accepted, and we were happy to supply them.  Once the parts arrived, their replacement was quickly scheduled.  Our service manager was on site with technicians to review the system and offered to refund you for previously paid for parts when you decided to look at unit replacement.  The refunds were sent separately, and we apologize for any miscommunication regarding the refunds processed.  Our service manager remained in consistent contact to ensure your questions were answered.  Our team recently confirmed with William that the full refund covering all repairs was processed as requested.  You informed us that you have purchased a new system and we are glad to hear you are cooling and heating. If there is anything else you want us to address, we invite you to speak with our Customer Service Manager. Please call us at ************* We wish you the best in all your future heating and cooling needs! 

• Initial Complaint

  08/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Original invoice date: 11/30/2017. Paid $9,994 for HVAC install. Paying annually for service: $197. Complaint about original faulty installation of HVAC and electrical socket in 2017 in violation of electrical safety code, which only came to our attention in March/April of 2023 by one of more honest technicians. We were unaware of subpar installation and subsequent issues with the ductwork and wall socket in our garage. As loyal customers, who scheduled bi-annual service checks with company (at a cost), we've expected thorough maintenance and communication regarding any issues discovered. The lack of notification and rectification over the years has resulted in wear and tear on HVAC system and higher a/c/heating bills. Wall socket was installed incorrectly potentially causing outages and risk of fire. It is reasonable to assume that inefficient ductwork can lead to higher energy consumption. We have been paying for the bi-annual service since 2017, trusting the company. However, the undetected faulty installation raises questions about the value we received from these services. We believe it is necessary to find a mutually agreeable solution that considers these factors, along with the cost of bi-annual service. As valued customers who have placed our trust in D&H Air Conditioning, we kindly ask to consider options for resolving these concerns. We believe, at the very least, we should be refunded an annual fee for all years it went undetected. We've made numerous phone calls and emails since, but no one is willing to address the abovementioned concerns. We are bounced between different people and were told that emails are "unmonitored". We are also told lies on regular basis about how agents keep calling us, yet no missed calls or voicemails are left. No email response have been received either. Last phone conversation was on Aug 3 2023, where we were offered 2 years of service fee waived, but find it to be unsatisfactory. GM refuses to offer any other accommodation

  

  Business response

  08/09/2023

  Hello *********, your feedback is valuable to us. We understand heating, cooling and ductwork installation is a big investment and can assure you that our team takes customer service and quality of work very seriously. Our install manager has made many attempts to stay in contact with you and your husband since receiving your concerns. We ensure all calls are recorded for quality assurance purposes and he made a total of 19 calls between May 2023-Aug 2023 to address the emails and messages left with the call center. The system was installed in November 2017 and your system has been maintained regularly. During the maintenance appointment in March 2022 the properly secured ductwork was photographed. In March 2023, the technician found the duct tape partially removed. Our warranty technician completed that repair work in April 2023. We are happy to discuss any other concerns you may have. 
  

  Customer response

  08/12/2023

  Thank you for your response.

  Allow me to make a few corrections to the information you provided:

  - The 19 calls you mentioned, along with even more “mysteriously missing” phone calls, were not received because they were likely never made. Somehow, after escalating our complaint, we immediately began receiving every single phone call and voice mail from your company.
  - None of the photographs you provided show the big gap in the upper part of the hood in the back of the unit. What’ve come off in March 2022 was some tape in the front, which was addressed, however no one was even aware of the existence of a much bigger leak from the back of the unit until my husband and I pointed it out in the spring of 2023, on ***** and ******** visit, when they came out to address other issues. The huge leak existed since units’ installation in 2017 and was never addressed. Just think about all that escaped air, cooling or heating the garage, causing higher electric bills. Most of your pictures show only cosmetic repairs, such as some duct tape falling off, which was later replaced, but several main issues with the unit since its’ installation (the crookedly placed hood, the big leak in the back along with a smaller one in the front, original electric socket not replaced to comply with the electric safety protocol and a few others) were never addressed until late spring 2023, and that only after our repeated complaints and repeated visits of your men over a course of several months.
  - Mike never actually fixed anything on his visit, he only spoke with us about numerous issues he will need addressed and took some pictures.
  - We believe that multiple issues with our HVAC might've deliberately concealed by your team in order to not “piss off the boss” or provide repairs free of charge. Looks like the person, who first alerted us about those issues, paid the price for his honesty.
  

  Due to your reluctance to acknowledge the above, our trust in your company has been compromised, and, going forward, we are uncertain about your ability to address or even notice any potential similar issues should they arise in the future.

  We’ve relayed the above to your Install Manager and are waiting for a response from the General Manager.
  

  
  

*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. ↩