ComplaintsforDel-Air Heating, Air Conditioning, Plumbing And Electrical

• Initial Complaint

  09/02/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On November 21st, 2023, I paid Delair $234 for an annual maintenance contract for my heat pump system. This was a renewal of a contract that I had with them since the house was built in 2018. This contract renewal provides for 2 preventive maintenance inspections/tune *** of our heat pump. We used the first of the 2 visits on February 27th, 2023. Later that Spring we sold our house in ***************** (covered by the above maintenance contract). Prior to settlement, I was told by Delair customer service that I would receive a partial (half) refund for the maintenance contract if I did not use the 2nd visit prior to settlement. Delair DID NOT come to my house for any service calls after February 27th. I went to settlement for the sale of the house on May 16th 2024 and have tried (UNSUCCESSFULLY) since then to get my partial refund from Delair. Multiple phone calls, including calls with so called supervisors who would look into and get back to me. Nobody has responded with any explanation why my partial refund hasn't been sent. In fact, one "supervisor" tried to tell me we used a visit in December 2023 which was impossible since we were in ******** during the date he said they came and serviced our unit. When I confronted him with that that information, he backtracked and hung up. I would like Delair flagged as a company that is dishonest to its customers, even those that have been with them for multiple years. In addition, I demand to know why the promised partial refund has never been issued.

  Business response

  09/05/2024

  
  Dear ****,
  Im deeply sorry to hear about the difficulties you've faced regarding your maintenance contract and refund. My name is ********, and I am part of the Customer Success Team at **********************. I want to extend my sincerest apologies for the inconvenience and frustration youve experienced.
  I understand that you renewed your maintenance contract on November 21, 2023, for $234, which covered two preventive maintenance inspections for your heat pump system. You used the first visit on February 27, 2023, and then sold your house in *********, *******. Prior to settlement, you were informed by our customer service team that you would receive a partial refund if you did not use the second visit before settlement.
  Unfortunately, it appears there has been a significant delay in processing your partial refund, and you have encountered unresponsive customer service and incorrect information from a supervisor. Im very sorry for these issues and for any misleading or confusing information youve received.
  I would like to personally assist you in resolving this matter. I will work diligently to ensure that your partial refund is processed as quickly as possible and to address any other concerns you may have.
  Thank you for bringing this to our attention, and again, I apologize for the frustration and inconvenience youve experienced. I look forward to resolving this issue for you promptly.
  Best regards,
  ********
  Customer Success Team, **********************

  Customer response

  09/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We had our annual inspection on 15 Aug 2024; we have had ******* Air (bought this year by DelAir) do the cleaning for the last five years since the house was built. This year they found black mold around the blower. We were told it was because the previous person did not do what he was supposed to do and was fired. The price jumped from ~$189 to ~$234. I am concerned about black mold being in the duct work. I want someone to inspect/clean all the ductwork at no cost to us. I also feel we should get a refund for the work that was not done previously. I have called and left at least three messages for the service manager to call me to discuss. He is either "...not in today..." or "...in a meeting..." . I have been unable to get any response from the company. I believe we are locked in to this company due to the house being new construction and they installed the unit. By going with them, the warranty was extended five years.

  Business response

  08/27/2024

  Dear ************,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the issues you've experienced and for the delay in our response. Your satisfaction is important to us, and we want to ensure that we address all your concerns thoroughly.
  1. Current Actions Taken:
  Our team has reviewed your complaint and spoken with you directly regarding the black mold concern. We want to clarify that while black mold was not specifically identified by our technician, we understand the seriousness of your concern and have scheduled a senior technician to inspect your system. They will be visiting on Tuesday to address the issue and will call me during the visit to ensure everything is handled properly.
  2. Concession:
  As a gesture of goodwill and to ensure your peace of mind, we are offering a complimentary 24v UV system installation. This system will help prevent any future growth of mold or other contaminants in your HVAC system.
  3. Commitment to Resolution:
  We want to reassure you that we are committed to resolving this issue to your satisfaction. After the senior technician's visit on Tuesday, we will review the findings and discuss the next steps, including inspecting and cleaning the ductwork if necessary.
  4. Improving Communication:
  We acknowledge that communication has not been up to our usual standards, and we apologize for the frustration this has caused. We are taking steps to improve how we handle such scenarios, ensuring that all issues are communicated clearly to our customers. Additionally, we are providing training to our technicians to prevent situations like this from occurring in the future.
  5. Next Steps:
  Please expect our senior technician to visit on Tuesday, as discussed. We will follow up with you after the inspection to review the findings and finalize any necessary actions. In the meantime, we are reviewing your billing and will discuss any appropriate adjustments with you.
  Thank you for your understanding and for allowing us the opportunity to correct this situation. We appreciate your continued trust in Del-Air, and we are committed to providing you with the highest level of service.
  Sincerely,
  *************************
  Customer Service Representative
  *********************************************, Air **********************, and **********************

  Customer response

  08/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Del-Air installed a new AC system in my residence on May 17, 2023. The contract includes a rebate of $925. The sales representative, *************************, advised me the rebate would be received with 90 days of installation. Since installation, I contacted ****************** several times; he confirmed the rebate was due and said he would address the issue, but never responded further. I called the company on July 16, 2024 about another matter and again asked about the rebate. I received a voicemail from **************************** on July 22 stating there was no rebate available at the time of installation and she didn't know who told me there was. I returned the call, but she was out of the office for the day, so I asked for her email address and sent her an email that day with a copy of the contract showing the rebate. I have since heard nothing further.

  Business response

  08/01/2024

  
  Dear ********************,
  Thank you for bringing this matter to our attention. My name is ********, and I am the Customer Success Manager at ********************************************* and Air Conditioning. I want to personally address your concern regarding the rebate associated with your recent AC installation.
  I apologize for the inconvenience you've experienced with the rebate process. I understand how frustrating it must be to have not received the rebate as promised and to encounter difficulties in communication.
  I have escalated your complaint to the General Manager of our location to ensure that this issue is resolved promptly. We are committed to addressing your concerns and ensuring that the rebate process is handled correctly. Rest assured, we will thoroughly review your case and take the necessary steps to fulfill the rebate as outlined in your contract.
  Please feel free to reach out to me directly if you have any additional questions or if there's anything further I can assist you with in the meantime. We appreciate your patience as we work to resolve this matter.
  Best regards,
  ********
  Customer Success Manager
  ********************************************* and Air Conditioning
  

  Customer response

  08/02/2024

  I am unsure what action I should take, considering the company's response:

  "I have escalated your complaint to the General Manager of our location to ensure that this issue is resolved promptly. We are committed to addressing your concerns and ensuring that the rebate process is handled correctly. Rest assured, we will thoroughly review your case and take the necessary steps to fulfill the rebate as outlined in your contract."

  Am I receiving the rebate or not?

  Customer response

  08/06/2024

   
  Complaint: 22071179
  
  I am rejecting this response because:

  The company has not committed to resolving the issue:

  "I have escalated your complaint to the General Manager of our location to ensure that this issue is resolved promptly. We are committed to addressing your concerns and ensuring that the rebate process is handled correctly. Rest assured, we will thoroughly review your case and take the necessary steps to fulfill the rebate as outlined in your contract."

  My complaint has been "escalated;" they are "committed to addressing my concerns;" they will "thoroughly review my case." What is there to review? The rebate is clearly included in my contract and I have not received it, despite multiple complaints to the company. If they send me a pre-paid card with a balance of $925 or a check in the amount of $925, I will accept that response.

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

  Business response

  08/13/2024

  Dear ****,
  Thank you for your response, and I sincerely apologize for the frustration this situation has caused. I want to assure you that we are not closing this complaint; rather, we are requesting more time to find a stable and satisfactory resolution.
  We understand that you feel the rebate issue is clear-cut and should be resolved immediately. I have escalated your case to the highest level of management to ensure it receives the attention it deserves. We are committed to fulfilling the rebate as outlined in your contract and want to assure you that we are taking this matter seriously.
  The review process is meant to ensure that all aspects of your case are thoroughly examined to prevent any further delays or misunderstandings. We are working to resolve this promptly, and we appreciate your patience as we do so.
  Our goal is to meet your expectations and provide the resolution you deserve. We will keep you updated on our progress, and I assure you that we will resolve this matter to your satisfaction.
  Please dont hesitate to reach out to me directly if you have any further questions or concerns.
  Sincerely,
  ********
  Customer Success Team
  **********************

  Customer response

  08/22/2024

  I was contacted on August 20, 2024 by ***************************, Customer Experience Agent of **********************, who advised me that ****** (the manufacturer of my AC system) had issued a pre-paid card in the amount of $725. Since my contract specifies a rebate of $925, she also stated that Del-Air would issue a check for the $200 difference. Today, August 22, 2024, I received the $725 ****** rebate pre-paid card, and am awaiting the check from Del-Air. When that check arrives, I will be satisfied with the business's response to my complaint, and will consider the issue resolved.

   

  *************************

  Customer response

  08/26/2024

   
  Complaint: 22071179
  
  I am rejecting this response because:
  

  I was contacted on August 20, 2024 by ***************************, Customer Experience Agent of **********************, who advised me that ****** (the manufacturer of my AC system) had issued a pre-paid card in the amount of $725. Since my contract specifies a rebate of $925, she also stated that Del-Air would issue a check for the $200 difference. Today, August 22, 2024, I received the $725 ****** rebate pre-paid card, and am awaiting the check from Del-Air. When that check arrives, I will be satisfied with the business's response to my complaint, and will consider the issue resolved.

   

  *************************

   

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

  Customer response

  08/26/2024

  Today I received a check from Del-Air for $200, which is the difference between the manufacturer rebate received last week in the amount of $725, and the rebate amount of $925 specified in my contract. I am now satisfied with the business response to my complaint and will consider the matter closed.

  Thank you for your assistance.

  *************************

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called DEL AIR to fix my A/C. The tech arrived on 6/27. He explained that I needed a new coil and the out-of-pocket cost to me would be $1600.00. He stated that he needed a payment of $800 on the spot to order the part and once the part was received, DEL AIR would return to install and collect the remaining balance of $800 dollars. On 6/28 the charge for $800.00 appeared on my Credit Card statement. Between 7/1/24 and 7/15/24, I called DEL AIR for status updates on the repair a total of 6 times. Every time I called and everyone, I spoke with gave a different reason as to why the repair had not been scheduled. Additionally, at the conclusion of every call I was told someone would call me back to resolve the problem. I was also given the names for general managers *** and ***** and was promised that my situation had been marked for escalation and would hear back from one of them. On 7/15/24 I called DEL AIR for a 7th time to request a refund, spoke with ********* and again I was told someone would get back to me. On 7/16/24, ***** from Del AIR called me left VM to schedule the service repair. I returned the call, and I was scheduled for Friday 7/19/2024 between 8am and 12pm and no technician showed up. I called DEL AIR and was told that I was not on the schedule and was asked, can I reschedule for Monday 7/22/24. I explained to the agent that I am not rescheduling, and I demanded a refund of my initial $800.00. My complaint is that DEL AIR refusing to process my refund of my initial payment of $800.00 that I have requested twice, once on 7/15/24 and again on 7/19/24. On 7/19/24 I was finally contacted by General *********************** told me that the refund will be processed, and a check will be mailed to me in a week. As of 7/29/2024 I have not received my refund check and no communication from ***** the ** of Del AIR.

  Business response

  08/01/2024

  
  Dear **************,
  Thank you for reaching out to us and sharing your concerns. I apologize for the frustration and inconvenience you've experienced.
  Here is an update regarding your complaint:
  What Was Done to Fix It: We have verified that the refund has been processed and a receipt has been sent to you. This step was taken to ensure that you are informed of the completed transaction.
  Concession: At this time, no additional concessions have been provided. Our focus has been on ensuring the refund is processed correctly.
  Current Sentiment: We are pleased that you are satisfied with the receipt and the resolution of the refund issue. However, we understand that this situation should have been handled more smoothly.
  Root Cause: The delay was due to a back-ordered part, coupled with communication lapses on our part.
  Training Opportunity: We recognize that we should have communicated more effectively and consistently with you throughout this process. We are working to improve our communication to prevent similar issues in the future.
  Thank you for your patience and understanding as we work to enhance our services. If you have any further questions or need additional assistance, please feel free to contact me directly.
  Best regards,
  ********
  Customer Success Manager
  ********************************************* and Air Conditioning

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of HV** routine service and air filter change 7/24/24.On a routine service call the tech turned the breaker off in the air unit in the garage (60v switch) in order to install an air filter. He did this after taking the panels off to service the unit. From then it was not discovered that the ** was not on as the inside temp was 80 when set to 77 downstairs and 81 when set to 75 upstairs.The discovery was approximately 30 minutes after the tech left.The call center informed us that our location will be on the waitlist for service the night of the 24th. No update was provided and no one came.The house rose to 92 degrees upstairs and 88 degrees downstairs by the next day.We have a 3 week old child in the house that makes this is a hardship on the newborn.The call center never provided a manager or supervisor that could help us directly. Del Airs call center kept giving two hour windows for a techs arrival starting at 0800. Its now 1800 and someone from the call center finally confirmed someone is on the way.Additionally the original call was late at least 2 hours from the original service. If it was on time maybe this miserable day could have been avoided because someone would have been available in the evening.

  Customer response

  07/26/2024

  Del Air came by at about 1900 on the 25th. The fault was that the technician disassembled something in the unit preventing the 60v breaker switch from working. 

  Business response

  07/26/2024

  
  Hi ****, 
  My name is ********, and I am part of the Customer Success Team here at **********************. We are committed to resolving your issue as quickly as possible. However, I have searched our database and cannot find an account or record of the technician who performed the service. Could there be a different name on the file?
  I understand your frustration with the situation. During the routine service call on 7/24/24, it seems that the technician turned off the breaker in the air unit in the garage to install an air filter, and this led to your AC not functioning properly after they left. I am sorry to hear that this resulted in such high indoor temperatures, especially with a newborn in the house.
  We acknowledge the hardship this has caused and regret the delay in our response and the lack of updates. We strive to provide timely service, and its clear we did not meet those expectations in this instance.
  Please provide any additional information or alternate names that might be associated with your account so we can locate your records and address this issue.
  Thank you for bringing this to our attention, and we are committed to making this right.
  Best regards,
  ********
  Customer Success Manager, **********************

  Customer response

  07/26/2024

  Good morning *********************** would have been contracted under *************************. The service address being *******************

  Relation: Father in law, person home of record set to this address while active duty currently.

  V/r,

  *******************

  Customer response

  07/29/2024

   
  Complaint: 22045532
  
  I am rejecting this response because:

  Good morning Maam,

  The service would have been contracted under *************************. The service address being *******************

  Relation: Father in law, person home of record set to this address while active duty currently.

  V/r,

  *******************

   

  Business response

  08/01/2024

  Dear **************,
  Thank you for providing additional information and for bringing this to our attention. I apologize for the inconvenience and frustration youve experienced.
  Ive escalated your complaint to the General Manager of the location handling your service. Please know that this is not the standard of service we strive for at Del-Air. We are committed to resolving this issue and ensuring that you receive the level of service you deserve.
  We are actively working to address the situation and will keep you updated on our progress. If you have any further questions or need additional assistance, please feel free to reach out directly.
  Thank you for your patience and understanding as we work to make this right.
  Best regards,
  ********
  Customer Success Manager
  ********************************************* and Air Conditioning

  Customer response

  08/17/2024

  This complaint was resolved about three weeks ago. I did not see any other prompts from BBB. Del Air made everything correct and was courteous. 

• Initial Complaint

  07/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Del-Air installed my AC system many years ago - in all this time I have maintained a service agreement with them. My last renewal of the contract was 5/11/23, at which time I was told I still had one visit from my previous contract, so I had 3 covered visits. They serviced the unit in 2023, again in March 2024.On July 1, 2024 I received an email reminding me to schedule my "prepaid service maintenance." I scheduled the appointment thru their website. I never got a confirmation and had to call to find out that they would be out 7/19 between 12-2. I arrived at my house at 12:10 to find they had come and gone. I received no call - I found out they had an old # from years ago. My phone # was required at the time of scheduling so ??? Luckily, they were able to come that afternoon.When the tech was done he informed me my contract had expired in May 2024 and that I would have to pay. I told him that this should be covered - he checked with someone, who said they couldn't find anything, but did confess they had lost some things during their recent software change. I ended up paying $257 for the visit and still have not received a receipt for that. I called the local office and they put in a request for a supervisor to call me within 24 hours. It is now going on 48 hours and no one has reached out. This is the reward you get for being a good, consistent customer for 16 years.

  Business response

  07/26/2024

  Hi *****,
  My name is ********, and I am part of the Customer Success Team here at **********************. Im truly sorry to hear about the issues youve experienced with your maintenance agreement and the service visit. We are committed to resolving this situation and ensuring your continued satisfaction as a valued customer.
  After reviewing your case, I have taken the following steps to address your concerns:
  Refund Issued: I have contacted you directly and processed a refund of $257.00 for the service visit, which should have been covered under your maintenance agreement.
  New Agreement Provided: To show our appreciation for your loyalty over the past 16 years, I have issued a new maintenance agreement at no charge. This ensures that your future service visits are covered and provides you with peace of mind.
  Updated Contact Information: We have updated our records with your current phone number to prevent any future miscommunications regarding service appointments.
  I apologize for the inconvenience caused by the confusion during our recent software change and the lack of communication from our team. Your feedback is invaluable, and we are implementing measures to improve our processes and customer service.
  Thank you for bringing this matter to our attention and for your patience as we worked to resolve it. We are grateful for your continued trust in Del-Air, and we are pleased that you are happy with the outcome.
  If you have any further questions or need additional assistance, please do not hesitate to reach out to me directly.
  Best regards,
  ********
  Customer Success Manager, **********************

  Customer response

  07/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June 2024 we had Del-Aire come out for service on our air conditioners. We paid over $400 for the repair and cleaning of both units. On July 7, 2024 we had a water leak in the ceiling as a result of a clogged air conditioning line. We called Del-Aire and spoke with ***************** on July 12, 2024 who stated he would call us back. We have been attempting to call him repeatedly and have left multiple messages and no one is getting back to us. We are scheduled to have the repair completed for $433 on July 19, 2024 and need the reimbursement.

  Business response

  07/18/2024

  
  Hello ********,
  We sincerely apologize for the inconvenience and frustration you experienced with our service. Your satisfaction is very important to us, and we deeply regret the issues that arose during and after the maintenance of your air conditioning units.
  Upon reviewing your account and recent services, we identified a misunderstanding regarding the maintenance performed on both units. We have since clarified this with you and ensured all necessary information has been addressed.
  To make amends, we are refunding half of the amount you requested. We understand how frustrating it must have been to experience a water leak and then struggle to get a timely response from us. We are committed to improving our communication and service processes to prevent such issues in the future.
  We are grateful for your patience and pleased that you are satisfied with the resolution. We hope to continue serving your needs despite the challenges you've faced.
  Thank you for giving us the opportunity to correct this situation and for your continued trust in Del-Air. Should you need further assistance or have any additional concerns, please do not hesitate to reach out to us directly.
  Best regards,
  The Del-Air Team

  Customer response

  07/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New homeowner in new development. Moved in April 2022, Del-Air had to come out in May 2022. They have been to this residence 7 times in the last 2 years on a new unit. Two of those times were revisits (parts ordered/returned for actual replacement). Most recently, this year, July 2024, they had to come out again and per Del-Air, there was a bad coil (this same coil was replaced last year May 2023). There have been issues with this unit since I moved in here. I have been expressing to Del-Air that there is some underlining issue here that they are not seeing or willing to see. Del-Air replaced the coil on 07.15.2024. According to Del-Air, all was good. My unit ran from 2, 2:30 PM yesterday afternoon until 8:30 PM when I had to manually cut it off, the unit is not cooling. I'm at a loss, I won't my unit replaced and/or fixed properly. I should not have to deal with a new home and supposedly a new AC unit that has not worked right or has been installed right since I moved in. I want resolution and that is a properly running unit. This has caused unnecessary stress and burden to me, and it is affecting my health.

  Business response

  07/22/2024

  Dear *****,

  Thank you for bringing this matter to our attention. I am sincerely sorry to hear about the ongoing issues you have experienced with your unit. As the Reputation Manager at Del-Air, it is my responsibility to ensure that our customers receive the resolution they deserve.

  I understand how frustrating it must be to deal with recurring issues, especially with a new unit. Your health and comfort are very important to us. I want to personally address this situation and work towards a satisfactory resolution.

  If you require any additional information, please email me at *********************************** or if you need any correspondence with our team. This will help me locate your file and expedite the process.

  Rest assured, our team, including the General Manager, is aware of your situation and is committed to resolving it as quickly as possible. We aim to provide a properly functioning unit and restore your peace of mind.

  Thank you for your patience and understanding. I look forward to hearing from you soon.

  Best regards,
  ********
  Reputation Manager, Del-Air

  Customer response

  07/23/2024

   
  Complaint: 21995837
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  07/23/2024

  I declined their resolution because there was done. Telling me they will do everything to make things right without stating what that entails is not a resolution. I have again made contact with Del-Air after no contact with them from a follow up visit with yet again, no response. As I stated in my initial complaint, I have had issues with this (supposedly) new unit since I moved into my home. I should not have to fear summer every year because of my AC. 
  

  Thank you,

  *********************

  Business response

  07/26/2024

  Hi *****
  My name is ********, and I am part of the Customer Success Team here at **********************. Im truly sorry to hear about the ongoing issues with your HVAC unit and the stress it has caused you. We are committed to resolving this matter to your satisfaction.
  I understand that you moved into your new home in April 2022 and have experienced multiple service visits since then, with significant issues including the replacement of a bad coil in May 2023 and again in July 2024. Despite these repairs, your unit is still not cooling properly, which is unacceptable for a new system.
  I assure you that we are taking your concerns very seriously. Its clear that there may be an underlying issue that has not been properly diagnosed or addressed. We will prioritize a thorough inspection of your unit to identify and resolve the root cause of these persistent problems.
  Please know that we are committed to providing a resolution that ensures you have a properly functioning HVAC system. I have informed our General Manager about your situation, and they will be in contact with you shortly to discuss the next steps. Your comfort and satisfaction are our top priorities, and we will do everything we can to rectify this situation.
  Thank you for bringing this to our attention. We appreciate your patience and will work diligently to resolve this issue.
  Best regards,
  ********
  Customer Success Manager, **********************

  Customer response

  07/26/2024

   
  Complaint: 21995837
  
  I am rejecting this response because: I want to be very clear here.  I will not consider this complaint resolved until my AC unit is running properly.  I have no faith in Del-Air to believe that the words they are expressing are genuine. Their lack of response is totally unacceptable.  I understand I am not the only customer in need of service, but I do believe that this issue should have been placed with some type of urgency.  To be dealing with such an issue, 2 years into my home is unbelievable.  I advised Del-Air last year that there was an issue with this unit, but they just wanted to do patch work on it now here we are this year dealing with the same thing on a much worse level.  To have the same part replaced 2 years in a row should be in indicator that there is something seriously going on.  I will continue to say the same thing until I am comfortable, and my home is cool.  
  
  Sincerely,
  
  *********************

  Customer response

  07/31/2024

  Good Morning,

  I continue to get the run around from Del-Air.  It is my believe that they do not want to do the work required in order to get my AC unit running properly.  On 07.16.2024 senior service technician, *********************** was out to do a review of the unit/installation.  It was told my thermostat maybe bad and that there was an airflow issue, suggested I keep the doors closed and closed a vent at the entryway to the laundry room to help with airflow.  I was advised that the engineer would be consulted, and I would receive a call back on that Friday, 07.19.2024.  Friday came and went with no communication.  I called the following week only to be advised that the engineer was on vacation and would return the following week.  I called on 07.29.2024 as I had not heard from Del-Air and spoke with ********************* who was under the impression that services to my residence were complete.  He had no idea what was going on.  He placed me on hold and returned to say that yes, he would send someone out on Wednesday but would call me after to confirm the same.  I heard nothing from him or anyone at Del-Air.  I called this morning 07.31.2024 to speak with ****************, he was not available.  I have no idea if someone is coming out today to address this airflow issue or not.  As I have explained to Del-Air, my patience is running thin on this issue.  I have been dealing with this for far too long and my health does not permit me to continue to stress about issues that are not of my doing, trying to hold people accountable for faulty work/equipment only to be dismissed/ignored.  This issue as previously stated started back in May 2022, a month after I moved into my home, the current issue has been going on for over a month, possibly longer.  I would like this to end but I don't feel as though Del-Air is willing to do what it's going to take, despite what they say.  

  Thank you,

  *********************

  Business response

  08/01/2024

  Dear **************,
  My name is ********, and I am the Customer Success Manager at ********************************************* and Air Conditioning. I want to personally address your concerns and assure you that we take your situation very seriously.
  I understand your frustration, and I apologize for the ongoing issues with your AC unit. It is certainly not our intention to leave you feeling unsatisfied or neglected. We had a technician visit on August 1st, and we believe that this visit addressed the issues you were experiencing. However, I recognize that the resolution needs to be both effective and lasting for you to have confidence in our service.
  Please know that we are fully committed to resolving this matter to your satisfaction. We do not want to lose you as a customer and are dedicated to making this right in any way we can. If the issue persists or if you have any further concerns, please contact me directly. I will personally ensure that we expedite the necessary steps to address any outstanding issues and provide you with the service you deserve.
  Your comfort and satisfaction are our top priorities, and we want to restore your faith in our company. I appreciate your patience and understanding as we work to resolve this situation.
  Thank you for bringing this to our attention, and please feel free to reach out to me directly at ******************************** if you need any further assistance.
  Sincerely,
  ********
  Customer Success Manager
  ********************************************* and Air Conditioning

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Air conditioner installed May 2023, wasnt installed well, failed inspection finally resolved over two months. Air loses power July 3, 2024. Refused to send someone in a timely manner even with two elderly people with health issues that needed ac finally after multiple calls sent someone who finally called a technician. It was discovered that the system was not wired properly and a wire shorted out. They also charged 99 for the service call despite the issue being shoddy construction.

  Customer response

  07/08/2024

  They contacted us today and only offered an extra year on the system and refunded the $99 that we paid.  I would the the entire system checked out since the wire shorted out and we have no idea the long term ramifications it will have on the air conditioning.  I would like a full 5 year extended warranty on everything including labor and parts.   If its deemed that there is long term damage as a result to a poor installation, I would like a brand new system installed by a senior experienced service team. 

  Business response

  07/09/2024

  We sincerely apologize for the difficulties you've encountered with your air conditioner and the delays in resolving the issues, especially given the circumstances with elderly individuals relying on the ** for health reasons.
  Upon learning about the improper wiring and subsequent shorting out of the wire, we understand the frustration this has caused. Charging the $99 service fee under these circumstances was not appropriate, and we apologize for the inconvenience.
  To address these issues promptly:
  We will immediately refund the $99 service call fee to you.
  We are committed to sending a qualified technician to thoroughly inspect and correct the wiring issues to ensure your ** operates safely and reliably.
  Your feedback is crucial to us, and we take it seriously to improve our services. Please accept our apologies once again for the inconvenience caused. We value your continued trust and will work diligently to resolve this matter to your satisfaction.
  Please contact us directly at ******************************** if you have any further concerns or if there's anything more we can do for you.
  Best regards,
  *************************
  The Del-Air Team

  Customer response

  07/09/2024

   
  Complaint: 21947165
  
  I am rejecting this response because:

  while the money was returned, no inspection has been done on the unit and I want a five year extended warranty on the entire unit including parts and labor.  If the unit is deemed damaged I want a full replacement.  Furthermore, this unit is in a home with two medically compromised elderly people. No attempt was made to bring out somebody that night or the next day, thereby causing two elderly customers (long time clients who put in two air conditioners through Del-Air) almost to have to go to the ** for heat exhaustion.  They were told numerous times that they had medical issues and the call people could have cared less and had zero urgency regarding the situation.  At this time, we are contemplating contacting an attorney to see how to proceed towards Delair.   This was a $100000 investment made with the company with no regard to how it was installed (which had to be corrected several times and failed its inspection due to poor installation in the first place) or how it is running.
  
  Sincerely,
  
  *************************

  Business response

  07/15/2024

  Dear *************************,
  I apologize for the inconvenience and frustration this situation has caused. We take your concerns seriously and are committed to resolving this issue promptly. Our team is actively working with the Lennox team to conduct a thorough inspection of your unit. We understand the urgency, especially given the medical considerations involved.
  Regarding your request for a five-year extended warranty and potential unit replacement, we are reviewing your case with utmost priority. Please rest assured that we are dedicated to finding a satisfactory resolution for you and your family.
  If you have any further questions or if there's anything else we can do to assist you during this process, please don't hesitate to contact me directly at ********************************* Your satisfaction is our top priority, and we appreciate your patience as we work to address your concerns.
  Sincerely,
  ********
  Customer Success Team
  **********************

  Customer response

  07/19/2024

   
  Complaint: 21947165
  
  I am rejecting this response because:
    We were told that an electrician and supervisor would be out to see the system today and that was not the case. They still have not refunded my parents $99. And at this time we are pursuing legal action against the company itself.
  Sincerely,
  
  *************************

  Business response

  07/22/2024

  Dear ******,
  Thank you for your feedback and for bringing this matter to our attention. I apologize for any inconvenience and frustration this situation has caused you and your parents.
  I want to assure you that we have a supervisor appointment scheduled for July 26, 2024, to thoroughly address and resolve the issues with your parents system. We are committed to ensuring that this matter is resolved to their satisfaction.
  We understand your concerns and are taking them very seriously. Our goal is to provide the highest level of service and support to our customers, and we hope to regain your trust through our efforts to resolve this issue.
  If you have any further questions or need additional assistance, please feel free to contact me directly at ***********************************.
  Sincerely,
  ********
  Reputation Manager, Del Air

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We paid Del Air $114 deposit for a UV Bulb as explained in detail in the letter attached below. They failed to order it in a timely fashion and we never received the bulb or the promised refund of the deposit. I have called them 3 times but cannot get beyond the gatekeeper to the billing department (so I can explain what happened). It is explained in the letter to Del Air below. A scanned copy of the invoices is also attached below.

  Business response

  06/28/2024

  Dear ******,

  
  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience caused regarding your deposit for the ** Bulb. We understand your frustration and are committed to resolving this issue promptly.
  Upon reviewing your complaint, we found that a credit was issued on 03/13, which unfortunately was not communicated to you at the time. We deeply regret the delay in processing your refund and the lack of communication regarding its status.
  Our General Manager for your location attempted to reach out to you yesterday and left a voicemail message. To ensure we address your concerns fully, please let us know the best day and time for us to call you back. We are eager to discuss this matter with you directly and resolve it to your satisfaction.
  Once again, we apologize for the inconvenience caused and appreciate your patience as we work to rectify this situation.
  

  Best regards,
  *************************
  Reputation Manager
  Del-Air Customer Service
  

  Customer response

  07/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

*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. ↩