ComplaintsforDiamond Heating & Cooling, Inc.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  It seems the mark up of this unknown part is double the highest price of any ******************** and mounting bracket online and in retail settings (for the unit it was installed on). Also, there is no detailed listing of the actual part. It seems that on an itemized invoice you would at least see a part number or detailed information on the product that was installed. Contacted the business to talk to a service manager who was supposedly gone and would get a call back. Never received a call. Estimate Date 8/4/2024 Service # Description Quantity Your Price Your Total AZURE MARS REMOVE OLD BLOWER MOTOR INSTALLATION OF NEW UNIVERSAL ********* AND MOUNTING BRACKET TEST-CYCLE TO INSURE SAFE AND PROPER OPERATION 1.00 $1,198.00 $1,198.00

  

  Business response

  09/04/2024

  I am writing in response to the complaint filed by ****** **** regarding the service provided on August 4, 2024.
  
  On that night, approximately 9:30pm we received a call for service for an 18-year-old air conditioning system that was not operational. Our technician called the customers and went over the service fees associated with the service which the customer agreed to. The technician arrived on site and did a thorough diagnosis of the system. The technician found an extremely clogged condenser coil, which had caused the condenser fan motor to fail. The technician reviewed all issues with the customer and provided a straightforward explanation of what would be required to restore the systems functionality. The technician also went over all pricing with the customer and received approval for the necessary work, which was completed during after-hours service. The technician finished up work around 1am. However, the technician did not charge after-hours fees at the time, as is our policy for non-active members due to confusion at time of booking after hours.
  
  The following day, the customer contacted our office to express dissatisfaction with the pricing. We immediately responded by explaining how our straightforward pricing works, which is competitive for our area and fully transparent. When it became clear that the customer was still dissatisfied, we offered a full refund, including to remove the installed motor, in an effort to resolve the issue. The customer declined this offer and instead ended the call by hanging up.
  
  We made every effort to address the customers concerns and find a resolution, including offering a refund and removal of the motor, but unfortunately, the customer declined to proceed with our offer. We remain committed to providing clear, fair pricing and top-quality service and are willing to engage further if the customer desires.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  ****** *****
  Service Manager
  Diamond Heating & Cooling

  Customer response

  09/09/2024

   
  Complaint: 22109546
  
  I am rejecting this response because:
  
  I dont feel that these practices are legal. How can one mark up a $200 part $1000 more and claim it is to cover overhead costs? Also, why would i accept a full refund and take the part out that was installed when they already drilled and mounted a non oem motor and bracket? My ac unit was drilled and tapped for they motor and mount they installed. I would be left with holes in my ac unit if i installed the correct motor (which doesnt need a mount). Also, after talking with ****** i would not trust this company to come over and take parts out of my ac unit. The fact that he couldnt give me an item number for the motor is highly suspect. He wanted me to go and get that information. How are they installing parts and charing for parts that they have no item number to invoice? I asked ****** multiple times through out the 30 minute call for an item number/part number. He never once gave that information. That is why i hung up. He also sensed the call was coming to an end at which point he hurried and tried the refund tactic. Most likely to cover himself on this inquiry. If i was the BBB i would highly recommend investigating these business practices. The only thing i wanted out of this which i told ****** from the beginning of the call was a item/part number. Multiple times asked and never got a straight answer let alone a part number. 

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

  

  Business response

  09/13/2024

  Dear Better Business Bureau,
  
  Thank you for forwarding Mr. ***** additional comments regarding his complaint. I appreciate the opportunity to provide further clarification and address his concerns.
  
  Regarding pricing and overhead:
  
  Our pricing structure is based on upfront, flat-rate pricing, which includes the cost of parts, labor, and operational overhead. This is standard practice across our industry and ensures customers are aware of the full cost before any work is completed. Its important to note that the price is not merely the cost of the part but also factors in the technicians expertise, installation, warranty, and the operational costs associated with maintaining a service business, such as insurance, vehicles, tools, and customer support. We clearly communicated this to Mr. ***** and he approved the work prior to installation.
  
  ************* and bracket installation:
  
  We installed an Azure ECM condenser fan motor, part number ****** which is a high-quality, energy-efficient motor that does not require a capacitor. This type of motor not only fits older systems like Mr. ***** but also saves money in the long run by eliminating the need for future capacitor replacements. While the installation did require mounting adjustments, these were standard for this type of motor and were done with care to ensure the units functionality. Should Mr. **** choose to replace the motor, any professional technician could address the mounting holes.
  
  Timing of the service:
  
  Its also important to note that this service was performed outside of normal business hours, between 10 PM and 1 AM on a Sunday, which is after our regular operating hours. Despite this, we did not charge Mr. **** the standard after-hours fees. Our technician arrived promptly to address the issue, and Mr. **** approved the work that was completed.
  
  Item/Part Number Request:
  
  During our conversation, Mr. **** requested the item number of the motor installed. The motor installed was an Azure ECM condenser fan motor, part number *****. At the time of the call, I was unable to provide this information immediately but assured him we would follow up. There was no intention to withhold information, and we apologize for any frustration this may have caused.
  
  Refund Offer:
  
  The refund offer was made in good faith as a gesture of resolution, not as a way to end the conversation. We genuinely aim for customer satisfaction and would prefer to resolve the situation amicably. If Mr. **** prefers not to have our company remove the part, he is, of course, free to seek another qualified contractor, but we would have appreciated the opportunity to rectify the situation directly.
  
  We believe our practices are transparent and fair, and we strive to maintain high standards of service. Nonetheless, we are more than willing to cooperate with any further investigation the BBB may deem necessary.
  
  Please feel free to reach out if additional information is needed.
  
  Sincerely,
  ******
  ************ Manager

  Diamond Heating and Cooling

*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. ↩