ComplaintsforDavis & Davis A/C & Heating Inc.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a technician come out on 6/28 due to our Nest thermostat being offline and the AC not running. I was told to be home by 5pm and then tech did not arrive until after 7pm. The tech was very slow to diagnose a solution and at first almost left because he couldn't access what he thought the issue was. Then he determined that our transformer blew out and would replace it. The tech spent no addition time or thought around why the transformer blew out and just thought replacing would be the solution (this is not the experience I've had troubleshooting with other companies). The tech should have ensured that whatever was causing the issue would not happen again. Even after replacing the transformer, the system was not running properly and the tech thought it might be wires to our Pepco box (very unrelated). He spent more time outside tinkering with those wires which is incredibly frustrating given this company charges by the 15 minute increment. Even after that tinkering, the system was not running properly. The tech concluded that we needed a new thermostat and that was causing the issue - though there was no true reason for this. After almost two ours of being at my house late, I was told that we needed to buy and install a new thermostat. So we did and installed it properly and 1.5 weeks later, the system breaks down again. I did not feel comfortable calling Davis and Davis given the lack of concern of the root cause of the issue and learned from another company that this should have never happened and I should have never had to buy a new thermostat on top of the service from Davis and Davis that did not solve the issue by any means. I am shocked that this is the type of service provided by a company that has been recommended to me and around for so long. Our system should have never broken down 1.5 weeks later if the thermostat was truly the issue (which we knew it was not). In total, I paid $384 for service with no true repair and $249 for thermostat.

  

  Business response

  08/01/2022

  From: Davis &Davis <Davisanddavisinc@*********************>
  Date: Thu, Jul 28, 2022 at 1:12 PM
  Subject: ********
  To: <*****************@mybbb.org>
  Cc: <davisanddavisinc@****************>
  
  Good afternoon **************** this letter is in response to complaint number ******** which we discussed the other day. We had a service call request for no AC on June 28 and the call was set up between 4 and 7 PM.
  ***************************, Who has been with our company  over 20 year responded to the call and found the transformer was burnt out in the furnace which supplies 24 V to the thermostat air conditioner and furnace control board. The wiring runs from the stat to the outside unit to the furnace in the basement. When something shorts you have to check every inch of the wire with a meter and run up and down stairs in and out of the house until you find it. ****** found it in the outside Pepco box which shorted the transformer which caused  the no air-conditioning problem. *** replaced the transformer and jumped out the outside Pepco box and when he went to start the unit the thermostat was only sending 18 V to the outside unit and the indoor fan when it should've gotten 24 **************** then eliminated the thermostat bypassed it the unit got 24 V and everything came on and ran fine. He then told the customer that he needed a new thermostat which could have been damaged by the Pepco box shorting and the customer said that he wanted to get his own thermostat and ****** offered to come back and put it on for him if he would just give a call when he got the thermostat. When I question ****** about the call he seem very surprised this was a first time customer ****** said he told him everything and explained in detail what was going on. He arrived on the call at 7:22 PM and he left the call at 9:17 PM. He only charge the customer for one and a half hours when he was there for two hours plus the transformer which total $384.00. As far as I know we never heard back from the gentleman because we would've been happy to come back by and put his thermostat on or if he had any questions we would've been more than happy to stop back by and answer those. As far as we knew everything was fine and we heard nothing else from him until this letter. I still would be more than happy to talk to the gentleman we've been in business 56 years he's in our neighborhood and we will be more than happy to help him. I can tell you by looking over the ticket in my 46 years experience in the field working at Davis and Davis ****** did nothing wrong Ill be more than happy to stop by and talk to the gentleman I always want to make sure that my customers are happy that's how we got where we are its never been about the money its customer satisfaction. Please feel free to contact me and I will be happy to help.
  
  Sincerely,
  Kevin S**********
  Manager
  ************

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