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Complaint Details
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Initial Complaint
05/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On May 12, 2022 I had a scheduled appointment with DC Cheek to check out a loud noise coming from my AC unit outside. The unit was purchased from ** Cheek October of 2018 and is under warranty. The technician came out and diagnosed the problem as a bad compressor. The technician said that the ******* system, the one DC Cheek installed, is common for this issue and they will have to install a new compressor. I told the technician that we are having family over in a couple weeks and was concerned on how long this would take to repair. The technician said they have the parts and that the office will call me to schedule a time next week for the repair. No one called me so I called the office on May 17, 2022. I spoke to **** in the office and she knew nothing about the compressor. She transferred me to *** to get it scheduled but hung up on me. I called back and spoke with *** and she was not very helpful. She said the part is ordered and they will call me tomorrow to schedule at date and time to replace the part. I asked to speak with ****** Cheek, the owner, due to the many complaints I have had with this company and the equipment. They told me the same thing they told me before that ****** Cheek cannot be reached. Only that they send him an email. I have never heard from ******. On May 19, 2022 I called and spoke to *** she said the part is ordered and she will call tomorrow to schedule. I never received a call by the afternoon so I called ***. I asked to speak with a manager. She said she would have **** the service manage call me. *** text me at 5:19pm on Friday May 20, 2022 that **** will be giving me a call soon and that he is on an install. Never received a call from ****.Monday May 23, 2022 **** calls me at 10:30am to tell me the part should be in today and because of the rain he will probably install it tomorrow. It is now May 25, 2022 and I never received a call that the part was in or someone was coming out to repair.
Business response
06/02/2022
Due to manufacturing and Covid delays on all brands in parts, equipment, and repair items that are not readily available for the speed of service we aim to provide unfortunately still to this day.
This repair has now been completed on 5/26/22 and we will be sure to work on more effective communication with ************** in the future.
Customer response
06/02/2022
Complaint: 17253487
I am rejecting this response because:I have asked several times to speak with ****** Cheek, the owner, and still no call. The technician that came out and did the repair said it was his fault the ticket sat for 4 days before they even ordered the part This is unacceptable and the owner needs to call me. Covid is an excuse.
Sincerely,
***********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.