Complaints

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• Initial Complaint

  Date:11/15/2022

  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.

  I scheduled the company to replace a thermistor part and emailed them the alert warning I was receiving on my system's smart thermostat. This company was referred by the property builder's office for it being a newly built home. The technician came over and didn't even bring the correct part that was needed so my problem wasn't fixed and yet I am expected to pay the bill when the technician didn't fix anything which was already identified to the company. All he did was look around and make recommendations and I'm getting charged for that when I explicitly stated to the company I just need this error fixed and nothing else. I reached out to them since 17 Oct, the technician arrived at 15 Nov. My system still isn't fixed. My wife called their corporate number and the customer service lady (****** we believe was her name) was not helpful when told our situation. She complained about getting calls from unsatisfied customers all the time and couldn't answer if we are expected to get charged again for sending a technician out with the correct part to fix our issue. The manual for the system just states to replace a sensor and that's all that a certified technician needs to complete, I don't understand why this company is operating this way to take money from us as new homeowners.

  Business Response

  Date: 11/16/2022

  Attached is the email conversation-we stated labor is $190+tax to troubleshoot only. The technician usually doesn't carry parts, but did have a sensor, but it was not the correct sensor causing your error message.

  See attached invoice- he did sand the suction line & readjusted the sensor (the error message went away) he told you IF it happens again, he recommends to replace the sensor and also recommended to change your filter.

  We do not have a corporate office or anyone by the name of ******.

  ******* did leave a message whereby DAC called her back- she's complaining the tech did nothing, can't understand why she is being charged and why did he not have the sensor and is she going to get charged for us to come back when we have the part; it was explained- we don't have the paperwork and cannot answer her question, at this time she is yelling we are f-in scammers and will write a nasty a** yelp about us- so I hung up.

  The builder's customer care told you you are past your 1yr warranty and  your issue is not covered under warranty and you may call DAC or any company certified to work on this equipment.

   

   

   

   

  Customer Answer

  Date: 12/13/2022

  Id like this case reopened as Id like to respond to the companys last response. The company stated that the error message went away and there is no proof they have thy the technician verified that it did go away per their invoice from the technician. There is only stated the work he completed and not that it fixed the problem.  The technician came out and performed the service on Tuesday 15 Nov. I have a screenshot of the notification texts from my phone showing the error message shortly after the technician left. Also the alarm going off again once over the next two days and then 9 times that Friday. So whatever the company allows the technician to perform that they deem adequate for shaving down and readjusting a sensor is completely unethical business practices when I provided them the error message well in advance of the technicians arrival and scheduling of the service. This company is looking to charge homeowners regardless of what needs to be done. Any other maintenance done like this say at a car maintenance shop wouldnt be acceptable at all. Its like me telling a shop when I call them that I need a new tire cause theres a leak in the sidewall that I know of. I just want a new tire. They say bring it in. I bring it in they throw some Elmers glue on it and tell me its good and charge me for nothing.  No I told them the error message. You sent a technician over without the part and expect me to pay for services I never asked to be completed. I just needed the sensor replaced. There must be a reason why during the confrontation my wife had with your receptionist that she 1. Instantly got upset and stated she gets complaints like this all the time and 2. Your receptionist never denied the claim that my wife said your company is a bunch of crooks.  Homeowners should never be taken advantage of like this from companies that are supposed to be specialist in their trades. **************** and satisfaction is clearly not a value the company practices.  This is my first experience as a homeowner for A/C work and compared to all the other home maintenance companies I have given my business to, this has been the absolute worst by far. I have never felt cheated out of a deal before and I refuse to pay such an extravagant amount of money for a service that didnt meet my needs in such a short amount of time. The price for work paid is on the level of a medical professional and there was nothing professional about this service at all.