ComplaintsforDiamond Air Design, LLC

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Business owners wife told me 1 price, technician who is the owners son, charged my wife a much higher price. I called the owner who defended the higher unquoted price.

  

  Business response

  08/30/2022

  Mr. ******** had just purchased a new home in Milton FL, where we had installed two systems in the past for one of our prior customers. One was installed in 2017 and another in 2019.
  Mr. ******** called in to our office on August 22nd, 2022, to inquire about system check special for $49.95 which we have also listed on our website under coupons. Alisha answered the phone and spoke with Mr. ******** about the $49.95 System Check, in her conversation she included a discussion with Mr. ******** on our Service Call features with him incase that came in to play. Alisha is very knowledgeable and thorough with the customers inquiries so we can properly route the customer to the appropriate service.
  Mr. ******** scheduled a system check with Alisa for August 26th, 2022. On August 26th, 2022, our service technician Hunter went to do the System check for the McDonald's. Mrs. ******** was the only one home at the time. In discussion with Mrs. ******** Hunter found the system in question was not running at the time when he arrived. We cannot perform a system check on a system that is not running.
  We must find out why it is not running. Hunter explained the options to Mrs. ******** that the system check that Mr. ******** wanted should have been a service call instead of the system check because the unit was not running. Hunter spoke with Mrs. ******** about the cost for the service call pricing and blowing out the drain line for her. She told Hunter to fix the problem and she was glad to pay.
  There is no reason for a refund or discount on the service we provided. The service cost was fully explained to the homeowner at the time before services were rendered. She could have called her husband & discussed with him before having the technician proceed. The drain was clogged, and the service was provided to the customer and agreed to by his wife and payment made after the service was provided. The payment made to us for $129 which included the trip charge and service provided.
  Our Service call is a free call with repair on any service call however, if no repairs are made or needed, we have $99.00 minimum trip charge. That price could increase based on the service preformed at the time. We have five levels of service which we can provide to be fair to everyone who calls in to Diamond Air Design. Our Service people are not on commission, and we do not go to a customer's house to see how big a service ticket we can create as some others in our industry. We only repair what is broken.
  We wish that Mr. ******** had been at the home since he schedule the appointment. This misunderstanding could have been avoided.
  This is the only customer who has ever had a complaint about our system check or service call benefit.
  

  Customer response

  09/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business owner's explanation leaves out critical dialogue between the business employees, the tech. Hunter and the homeowners wife.
  
  In the business owner's response, he notes: Mr. ******** called in to our office on August 22nd, 2022, to inquire about system check special for $49.95 which we have also listed on our website under coupons. Alisha answered the phone and spoke with Mr. ******** about the $49.95 System Check, in her conversation she included a discussion with Mr. ******** on our Service Call features with him in case that came in to play. Alisha is very knowledgeable and thorough with the customers inquiries so we can properly route the customer to the appropriate service.
  
  This is incorrect, I did NOT call about a $49 special, I called to get a service call because my unit was not working. Alisha told me about the $49 special. I had not accessed their website and had no knowledge of the special mentioned. Alisha did not go over the service call features, nor did I ask about them. This is an explicit distortion of fact.
  
  Further, the business owner states: Hunter spoke with Mrs. ******** about the cost for the service call pricing and blowing out the drain line for her. She told Hunter to fix the problem and she was glad to pay.
  
  This is 100% incorrect, Mrs. ******** did NOT tell Hunter she was "GLAD TO PAY". She questioned the cost of the proposed service and felt she had no choice but to let the tech. proceed since she was told she'd be charged $99 either way.
  
  The business owner further states: There is no reason for a refund or discount on the service we provided. The service cost was fully explained to the homeowner at the time before services were rendered. She could have called her husband & discussed with him before having the technician proceed. The drain was clogged, and the service was provided to the customer and agreed to by his wife and payment made after the service was provided. The payment made to us for $129 which included the trip charge and service provided.
  
  This statement is a stretch of the actual facts. As I previously stated, the cost was not explained to Mrs. McDonald, she was confused about the service call vs. system check vs. trip fees and so on. The tech. Hunter did a poor job of explaining the differences and making sure the customer was comfortable w/ the decision made.
  
  When the tech. informed Mrs. ******** that the drain line needed cleaned, she asked about the cost and asked if this was something her husband could do. The technician's response was and I quote "yes, your husband can do this but I still have to charge you the $99 service call." It was at this time Mrs. ******** stated to go ahead. She calculated the total cost to be $99.
  
  As previously noted by the owner, the business was running a series of monthly specials. One of which was a $99 for a service call. Their ad states "FREE Service Call with Repair". There was a repair made to our HVAC system, the clogged drain line was repaired. Both parties agree this transpired and is non-disputable.
  
  Merriam Webster defines the word "REPAIR" as a VERB - "to fix or mend"
  As a NOUN - "the action of fixing or mending something".
  
  I maintain that Diamond Air FIXED or repaired the drain line by unclogging it, allowing the before mentioned non-working unit to begin working.
  
  Therefore, based on the printed ad for the month of August, our maximum cost should have been $30.00 for a drain line clean-out as the service call is FREE as noted in their ad. Their ad does not state any further restrictions, exclusions etc. which would warrant the higher cost and no one from Diamond Air made any disclosure, exclusions or limitations to this ad. It simply states in clear, concise terms FREE w/ REPAIR.
  
  I feel Diamond Air took advantage of us as senior citizens and took the opportunity to over-charge us.
  
  I amend my remedy by demanding a refund of $99.
  

  

  Business response

  09/12/2022

  The $49.95 A/C System Check is just for a 26 Point Inspection of the system. This is performed only if the system is running & to determine how the system is running. This would not include any repairs. When the tech arrived, the system was not running so that would not qualify to be a System Check. Alisha explained this to Mr. ******** at the time of the call as she does with all customers. She said she also explained to him about our Preventive Maintenace Plan. She is very thorough explaining the details of our coupons very well. The technician also explained all of this to his wife before doing the repair & she agreed to have it done.
  
  It was determined that the problem was a clogged drain line. Our set fee for all of our customers to remedy this problem is $129. The Service call fee of $99 is waived, so the only charge is the $129.
  
  We do not take advantage of any of our customers & this is the same cost that it would be to any other customer. We still do not feel he is due the $99 refund he is requesting. We cannot run our business charging $30 for a service call.
  
  We have set fees that we charge for our services & this is the same for all customers.
  
  This will be our final response.
  
  
  

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