Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/15/2025

  Type:Product 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.

  ****** installed a new boiler in our home successfully earlier this year. We then hired them to install a new water heater on April 10, which was installed and connected to the boiler. Unfortunately they neglected to install a relay between the boiler and water heater, which resulted in the furnace running constantly despite our thermostat being off. I reported this Friday 4/11. A tech came out the following day to shut the furnace off. We slept in the house during ***** degree temps with windows open or with household members sleeping on screen porches the night of the 11th, though ****** did offer to pay for a hotel. Another tech came out on Monday 4/14 and supposedly remediated the issue. However the furnace is still running and our house is uncomfortably hot, despite the thermostat controller being set to "off." I want the equipment removed and our money fully refunded and for the company to re-train their employees so they can perform competent installations for any future customers. I do not understand how a well-regarded company can offer such shoddy service and operate profitably in f they are having to perform remediations such as this. I expect a detailed root cause analysis of the issues and for the matter to be remediated promptly.

  

  Business Response

  Date: 04/23/2025

  Thank you for bringing this matter to our attention. At Deans Home Services, we take every customer concern seriously and are committed to providing quality service and prompt support whenever issues arise.

  We sincerely regret the discomfort and inconvenience your family experienced following the installation of your new water heater on April 10. The boiler was continuing to run despite the thermostat being turned off. Once this issue was reported on Friday, April 11, we responded immediately and sent a technician to your home the very next day Saturday, April 12 which is a rare exception to our standard schedule, but one we made in our effort to resolve the issue as quickly as possible.

  Additionally, we offered to cover hotel accommodations for your family while the system was being addressed, an offer we understand was declined. We returned to your home on Tuesday, April 15, as scheduled, and replaced the zone valves to ensure the space heating pipes would shut off completely during domestic hot water heating. After this service, the system was tested and confirmed to be operating as intended.

  While we strive to get every installation right the first time, we understand that this experience did not meet your expectations. We acknowledge the frustration caused and truly regret that the situation escalated. That said, we believe we acted responsibly and in good faith throughout: responding quickly, offering accommodations, making weekend service exceptions, and resolving the technical issue.

  Please know that we are using your feedback as a learning opportunity to improve our internal processes and training to prevent similar issues in the future. If there is any additional information or resolution youd like to discuss, we are open to continuing the conversation directly and respectfully.

• Initial Complaint

  Date:02/18/2025

  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 have had 10 service calls on new boiler, 3 were cancelled, No heat numerous noises, improper fuction, inpropperly installed parts

  Customer Answer

  Date: 02/18/2025

  INSTALLED 10/24/24

  

  Business Response

  Date: 02/27/2025

  We do recognize and are sympathetic to the fact that we have been to the home on multiple occasions to diagnose and repair things related to boiler.
  
  Based on our visit yesterday, everything is operational.  We drained the boiler and repiped the boiler to manufacturer specifications.  We repositioned the sec and floor circulator in the same location as the first floor, cleaned up the electrical to prepare for inspection and moved the expansion tank to a different location.  We also installed a new Class B venting from the chimney tee to the water heater and boiler.  After bleeding the air out of the system, we checked both thermostats and the boiler operations and everything checked out as operational.

  Customer Answer

  Date: 02/28/2025

   I am rejecting this response because: Now there is a another problem, It took 10 techs to resolve problem, All it took was to read manual, unprofessional! 
  
  
  

  

  Business Response

  Date: 03/07/2025

  We do sincerely apologize for all the issues related to the boiler installation. There's no dispute that we've been out a number of times to resolve new and sometimes persistent issues.  In our last visit,  *** W, one of our boiler techs, was able to drain the boiler to replace the relief valve.  While the boiler was empty, he charged the expansion tank to 15 PSI, set the autofeed to 15PSI, and verified that the system pressure was at 15PSI after purging.  He cycled the boiler 3 times and let it heat up to its set temperature and then cool back down.  The pressure held at 15PSI during all 3 cycles.

  Though we believe that this last situation has been remedied and your boiler is operating like it should, we would welcome a conversation about compensation as we do recognize that the amount of times we've been back to your home since installation is in excess.

• Initial Complaint

  Date:01/22/2025

  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.

  1/20/25 date of service Deans Home Services just charged my son $1400 to diagnose why the heat went out in his home and then bled 3 radiators! They stated $59 diagnostic, then they were to tell him what needed to be done so he could decide what next steps HE would approve. First the guy sat for an hour talking while he charged his equipment, then he couldnt figure it out what was wrong for an hour, then added a 300 trip fee (when their recording clearly says they dont charge a trip fee), then stated he wouldnt leave until 1400 was paid! VERY UPSET! $700@hr Today 1/21/25 called to complain, the young lady who answered said she woul have Billing call us, no call. We still dont have a final copy of the bill and half the hose is still cold and they havent sent anyone back to resolve the issue! -21 today

  

  Business Response

  Date: 01/30/2025

  Thank you for your feedback, and we sincerely apologize for the frustration you experienced.

  We understand that price can be a sensitive topic. While we may not be the cheapest company out there, our pricing reflects the skill of our technicians and the quality of their work. We strive to provide excellent service that justifies the value we offer. We do also want to clarify that we do not charge a $300 trip fee, nor were you charged for one. As an upfront pricing company, we always discuss the cost of the work before performing any service to ensure there is no confusion about pricing.  There is only one line on the signed invoice and that is the custom repair of $1400.

  Based on our records, ***** arrived at 1:15 PM and marked the job as complete at 4:59 PM. During this time, ***** (the technician) bled the radiators, increased water pressure, and opened up some cavities to let heat in.  When he left, the system was operating as designed. When you spoke with ******, our customer experience coordinator, she offered to send a different technician back to address the concerns that the radiators were not working properly. However, you declined the follow-up appointment, as the radiators were functioning as expected.

  
  

• Initial Complaint

  Date:01/06/2025

  Type:Customer Service 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.

  12/28 - plumber technician #1 had camera at 31' but screen on equipment was broken, requested specific tech to come onsite to inspect plumbing at 31' with alternate camera 12/30 - plumber tech #2 (non-specialized/requested tech) came for wrong reason, no camera 12/30 - plumber tech #3 (non-specialized/requested tech) came with different camera (too large) and unable to inspect at 31'12/30 - customer called customer service ***** informed customer correspondence for resolution on 12/31 (nothing...)1/2 - customer called customer service **** informed resolution correspondence on 1/3 1/3 - customer service manager informed customer they would no longer support this included inspection service as they are not able to inspect at 31' (false statement - their 1st tech was able to fish a smaller camera to that depth).

  

  Business Response

  Date: 01/10/2025

  Thank you for your feedback. On 12/28, our plumber restored flow to your home using an electric snake from an inside access point, resolving the immediate issue. The $774.50 charged that day was for this service, and no additional charges were made for the second or third visits.

  We regret the scheduling error for the second visit. On the third visit, the plumber was unable to get the camera past 19 feet, likely due to encountering a sanitary tee in the horizontal position, which is not up to code. Addressing this would have required breaking up the floor, which you declined.

  While we couldnt complete the free camera inspection, we fulfilled the work you paid for. We understand you preferred to maintain the system by having it cleaned every few years rather than pursuing a permanent solution.

  Customer Answer

  Date: 01/10/2025

   I am rejecting this response because:  first ******* was able to get camera past the 19' mark [in addition to the snake] with a different camera (hardware issues prevented visual indication of plumbing state) so its feasible to progress beyond the 19' with alt. hardware Deans has available as well as sending a more competent ******* to complete (as there is clearly a skillset gap).  No tear up of floor or excavation was needed for the first *******.  The specific skilled/competent ******* requested from the first ******* was never sent out to perform the task that was communicated to the customer (states name and scope of work in invoice), Deans sent numerous other plumbers to site for incorrect reason and without appropriate hardware at the time to complete the task.
  
  
  

  

  Business Response

  Date: 01/14/2025

  The visit on 12/28 was with a drains tech, not a plumber.  Only one plumber was incorrectly sent on 12/30 without a camera to which we sent our license holding master plumber.

  The third tech on site is a master plumber with over 23 years of experience in plumbing to perform the free camera inspection to quote a permanent solution for the customer.  The customer has already declined a permanent solution.  

  The customer is disputing a free camera inspection that was just that... free.  In no way was the customer charged for this camera inspection. The camera inspection was a means to quote a permanent fix for a backup issue that the customer has already stated they have no plans on pursuing.  If the customer doesn't plan to pursue a permanent solution to their issue, up to and including repair of what our master plumber deemed as illegal plumbing issues, then there's no reason for us to try a third camera inspection.

• Initial Complaint

  Date:12/31/2024

  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.

  Started a new furnace to be put in on October 18, 2024 had one issue after another the whole job took until December 6 to complete.: Day 1 replace all gas pipes came home smelt gas a lot in basement, called them and they said they could send someone out tomorrow I said that was not acceptable because I have gas leaking in the basement. Someone did come out and they said they did not tighten all the nuts. They had a abatement team to come out to remove old furnace and I called Deans and asked if I needed to move stuff and they told me no, when the team came out they said they could not do it because everything needed to be removed. Could not come back out until 2 weeks. Deans said they would bring out heaters for me came with two small heaters and a fan. When the abatement team came back opened one window for their fan and did not put the window back, I had one window that was broken and boarded up and they took that down and left it exposed. Deans put a lawn sign in front yard did not ask my permission to do this. When Deans came back to add new furnace took by thermostat off and I told them I just bought that and they either threw it away or took it. I called Deans about all the issues and customer service person said they would take ****** off bill for the thermoset and have not seen this. Now I have squirrels coming in the house because they have a vent that goes to outside comes in the basement not hooked to anything and there are no screens on any of the openings. I have not gotten any help from Deans paying over ********* should at least get some one that can respond or rectify the problems I am having. I need someone to fix the vent that the squirrels are coming in at. Will have to write a bad review on this company.

  

  Business Response

  Date: 01/02/2025

  Thank you for reaching out and sharing your concerns. I want to sincerely apologize for the issues you experienced during your furnace installation. The gas leak you encountered is deeply concerning, and while we do not have technicians available 24/7, I understand how frustrating this must have been. For safety, we always recommend contacting your utility provider's emergency line outside of our business hours to address such urgent matters. 

  
  Regarding the delay caused by the abatement process, I want to clarify that this step was required due to the presence of asbestos in your existing furnace setup, which needed to be safely removed before we could install your new furnace. The abatement was handled by a third-party company, and while we strive to coordinate smoothly with them, the timeline was unfortunately outside of our control. I understand how disruptive this delay must have been, and I regret any miscommunication regarding the need to move items beforehand.

  
  A team member did attempt to contact you on 12/31 to get us scheduled to come back and address the venting issue, if its related to the work weve done. This call went right to voicemail. When we get you scheduled, we can coordinate to remove the sign in your yard as well. The refund for your thermostat was completed on December 10th and should have only taken 7-10 business days to be refunded to the account with which you paid.  Id suggest following up with the bank or loan company as everything is showing complete on our end.

  
  Please make sure you return our phone call to get a return visit scheduled.

• Initial Complaint

  Date:06/19/2024

  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 hired Deans to repair a plumbing pipe break in May 2022- paid for services and repairs. There was a solution to help for future breaks due to the location of the pipe and winterizing sprinkler system. After this I had a winterization company that is insured and bonded and made sure they were aware of the previous issue with the frozen pipe burst in 2022. May 2024 after turning the water on- another pipe break in the exact same pipe that was repaired by Deans. I called Deans again because they had fixed the previous break in 2022 and should be aware of the issue. I was charged double the price from ************************************************************************************ 2022 and further questioning their service department- it was explained that they do not warranty their work after 12 months and that they are now claiming the pipe manufacturer to be at blame for another break, causing another water leak and more interior home damage and resulting in another insurance claim because the damage was so extensive. My insurance company requested that Deans file an investigation to find out if it was the pipe- they would not. I asked for insurance information from ****- supervisor - and told I can find that information on the insurance company myself. I was offered a home warranty for a year, which I declined. I am requesting reimbursement of my repairs and so needing to get in touch with their insurance carrier to find out more information about the pipe malfunction. This shouldnt be that difficult to get.

  

  Business Response

  Date: 06/27/2024

  To whom it may concern:
  
  On May 9th, 2022, we had a plumber out to Stacies home to address concerns on a leaking pipe. During the appointment,our plumber recommended cutting out the 3/4 x 1 copper tee and install a new one, Re-pipe with a 1 drainable ball valve and 90 to which our plumber performed said repairs.
  On May 28th, 2024,****** called in having issues with a leak. We sent a plumber out to her home and found that a pipe burst due to freezing. The plumber noted that it was suspected that the part may have malfunctioned. There were also concerns about the pipes not being properly winterized to have prevented this situation from happening.
  To accommodate the situation, and to work with ******, Deans offered ****** a total of $1093.78 off the job(original bid was $1,843.78, brought down to a cost of $750).Although the job on May 28th, 2024, included an additional repair of the piping, we took the time to understand the situation that ****** was in and made those adjustments to accommodate her and the frustrating situation she was in. During those conversations, ****** agreed and accepted the discounts.
  We will not be offering any additional discounts on the job, as there was nothing wrong with the workmanship performed on May 9th 2022, the job was outside of the warranty period. We provided ****** with the manufacturer of the part, as well as the information she requested regarding our insurance provider and the policy number
  
  Thank you. 

• Initial Complaint

  Date:04/23/2024

  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 contacted Deans on Monday, April 8th 2024, a plumber was sent out the next day to install a trim kit for a shower remodel. Before completing the work, he called another employee to ask what to charge. The plumber offered me a 10% discount if I signed up for the Deans Club Membership, total agreed upon was $475.87. I was confused when his work was done in less than 15 minutes, something that was not communicated up front and would not have been agreed to if known. The rate at which I was charged is $1,903/hour, an obscene charge and price gouging to the consumer. After the 15 minutes of work, the plumber asked if he could check out my furnace. In hindsight, what business does a plumber have looking at HVAC? Anyways, this resulted in two Deans HVAC employees coming out that afternoon, red tagging my furnace, and quoting me $15,000 for new equipment, and leaving me without heat from a furnace that had been working fine before they arrived. Before leaving, one of the techs mentioned while he was getting a pen he was told by the other tech he could bring down the quote to $10,000 if I agreed to the work today. I declined. The whole experience/business model is a set up to take as much money as possible from the consumer. I contacted customer service to request an explanation on why a plumber would cross over to HVAC, what the purpose of two HVAC techs was, and for a full refund. I was given no explanation of the service experience and was offered $100 refund, I requested further escalation. I did not receive a receipt or notes for either the plumbing or HVAC visits until I requested them from the tech and customer service team, several days later. I was not able to connect with an escalated contact until two weeks later, on April 23rd. I explained how the customer experience combined with the 600% markup to market price was outrageous. The option for money back for my experience was taken away, and there was no resolution provided.

  

  Business Response

  Date: 04/23/2024

  To Whom It May ******************** contacted Dean's Home Services for plumbing services. Our technician, *****, arrived and assessed the customer's needs. While our technician was onsite there was a visible leak coming from the furnace and made our customer aware of the leak. Due to this, ***** asked if she wanted an HVAC service professional out to take a look at her furnace and the customer agreed. Our HVAC technician, ****, found water leaking from the furnace, failed secondary causing the flame to chatter and high ** in the flue. We are required at this point per code and regulations to red tag the unit and turn off the furnace. 

  Our HVAC team them provided 4 options for both repairs or replacement. The customer then contacted our office demanding a full refund for her Plumbing work solely for the reason of red tagging her furnace from our HVAC team. We do understand that we sometimes have to deliver hard news about a customer's home and it is never easy. Our Customer Experience Coordinator, ****, contacted the customer and explained our flat rate pricing, the difference between HVAC and Plumbing and her experience. **** offered $100.00 off due to her experience and understood her feedback. The customer declined her offer and requested to speak with ****'s manager for a full refund on her Plumbing work due to HVAC experience.

  Our Customer Experience Manager then contact **** and now ****'s feedback changed to how much we charged compared to a competitor. We then explained our pricing and **** agreed she did approve the work. We still offered her $100.00 off at the time of the call due to customer satisfaction and the customer only wanted her membership cancelled. 

  We will not be refunding the customer for the ********************** work she approved and we completed. 

  Thank you. 

  Customer Answer

  Date: 04/23/2024

   I am rejecting this response because:
  I am rejecting this response because my feedback against the business has not changed. As stated, in my first conversation with customer service, I had not yet received a receipt, I was waiting for line item details to explain the expense (which ultimately did not help,hence the second conversation). Although, I did in fact discuss the rate of another plumber on the first call, the focus of the first call was on the experience of a plumber crossing over into HVAC recommendations. Across the multiple phone calls and now in this response, it has still not been explained why a plumber would inspect HVAC. This business model is set up to take advantage of unsuspecting consumers under the disguise of helping. I did provide comparison data for another plumber and offered to accept a partial refund (not full refund) based on the market rate I obtained, and this request was also denied. In our second conversation the offer of the $100 refund was not denied, it was simply taken away as an option by Deans. This has also not been explained, hence the complaint. 
  
  

• Initial Complaint

  Date:04/19/2023

  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.

  They came out to inspect our sub Pump They said it would be a forty nine dollar fee That's fine they came out. He didn't do anything he took a flashlight looked down in the path wiggle. The float and said it was broken and that we needed a whole new thing trying to say $1500. Well we said no we will get another opinion. *** says well it'll be $279 charge. We were told a $49 charge now all of a sudden. It was 279 for him to do absolutely nothing. We called another company out the pipe was simply disconnected from the Sub Pump We have now called 5 times keep getting told the same thing over and over again. That they sent the refund check we still have gotten nothing. They are nothing but Is rip off artist

  

  Business Response

  Date: 05/01/2023

  Hi *******, 

   

  Deans reached out directly to our customer and resolved this matter. We sent a check as promised to *****, but the customer stated they never received it. Without contacting ** asking for a status, she submitted the complaint. We assumed she had received it but after tracking the check it was never cashed so we stopped that check and sent a new one out immediately. 

• Initial Complaint

  Date:10/06/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  ****** installed our ** unit in June 2015. This summer, June 2022, the ** unit was not keeping up. ****** diagnosed low refrigerant and recharged the system: 3 hrs work plus materials - $1,700. Now here in September, low refrigerant again. The technician, this time, used a tool he didn't use the first time to find the leak was in the coil and that the coil needed replacing. From ******, the coil was under warranty and I would be charge for labor only. I was charged $1,700.00 again for 3 hours work. At this time, the technician was going to charge me $400.00 for accessory pump he claimed didn't work, which I found did work.I attempted to complain to ****** about this: that if, during the first visit, the technician used the appropriate tool, it would have been found that the coil needed replacing. I was charged $1,700.00 for refrigerant that has now gone into the atmosphere of Earth. Later, I was charged again, per ******, $1,7000.00 for 3 hours labor (parts warrantied) which is FAR above industry standards. The manager stated they "ate the cost" of the refrigerant during coil replacement but pricing shows they did not. If this is happening to me, it is happening to other customers of ******. I have sent a letter to the owner of ******, detailing all of this, with no response. I would have paid over $400 for a part that didn't need replacing had I not known better. This must be part of their training and practice to do this and to waste working parts.

• Initial Complaint

  Date:06/24/2022

  Type:Billing 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 called deans after calling two other businesses and being told they couldn't come out the same day to look at my broken ac unit. Deans told me they could come out but it would be a 99 dollar service charge. I agreed to the 99 dollar service charge. I told them I would not be home but my wife would be home. The "tech" showed up around 430pm while i was at work and talked to my wife. He made it seem like i had agreed to a *************************************************************** He preformed the diagnostic which took 20 minutes and told my wife that we needed a new ac unit and furnace. He then tried to sell my wife on a package deal for both without consulting me. My wife told him that she needed to talk with me before making any decisions on it. She called me and handed him the phone. He told me i needed to replace my ac unit and it would cost ****************************************************************************************************************************************** told him around 4k. He then told me he was talking about both the furnace and ac unit. I told him i wasn't ready to commit to anything and he said ok i'll just settle up with your wife for the 100 dollar travel fee plus the 380 dollar diagnostic fee. This was the first time i had heard about a 380 dollar diagnostic fee and i had not agreed to it. He handed the phone back to my wife and she hung up. I called deans about 20 mins later trying to find out why i was charged a **************************************************************** The rep put me on hold and told me after 10 minutes a manager would reach out to me in 24 hours. I got a call 2 days later from said manager trying to confirm we consented to the diagnostic charge. I told her i never consented and my wife was made to believe i did. She then asked me if my wife was able to make financial decisions in our household. At the end of the day they charged me 479 dollars, did zero repairs and tried to tell me my furnace was bad

  

  Business Response

  Date: 06/27/2022

  To Whom It May ************************* customer called in with an AC not working and it would not turn on. Customer agreed to our travel charge of $99.00 to send a Technician out. **************, ****, arrived on 6/21/2022 and with approval began running all diagnostics to determine what was wrong with the customer's unit. We did receive both a signed estimate and verbal approval from the customer's wife onsite who was with our Technician at the time of service. During ****** visit, he found that the blower motor is leaking oil, the evaporator coil is leaking refrigerant, the service valves are leaking refrigerant as well. The dual capacitor is bad and the condenser fan motor should be replaced based on its condition. The customer declined repairs at the time of service. 

  ******* then called in saying he never agreed to the charge and that he did not know about the charge. His wife, who was onsite with our Technician, approved the diagnostic charge. Our team did ask if his wife was not suppose to approve any costs, repairs and etc. to ensure we did get the homeowners approval before completing any work, but to ********* response she is to a certain amount. ****** did receive an approval from a homeowner that was present at the time of service and received a signed estimate for documentation. 

  Thank you. 

  Customer Answer

  Date: 06/27/2022

   I am rejecting this response because:
  
  
  The company told me it would be 99 dollars to come out. They at no time in my conversation with them told me it would be an additional 380 to diagnose my problem. They made it seem like i had agreed to this price when they asked my wife for permission to preform the diagnostic which i had not. They then told my wife, not me, it would be over 6k to repair the unit and started selling her on a furnace and ac unit. My wife told them she needed to speak with me and that was the first time anyone from deans even reached out to me about any cost other than the 99 dollars to come out. If they had told me this over the phone when i called them it was going to be 479 dollars to diagnose my unit I never would have authorized them to come out.

  

  Business Response

  Date: 07/12/2022

  To Whom it May ********  

  **************, ****, arrived and with approval began running all diagnostics to determine what was wrong with the customer's unit.  

  We did receive both a signed estimate and verbal approval from the customer's wife onsite who was with our Technician at the time of service. During ****** visit, he found that the blower motor is leaking oil, the evaporator coil is leaking refrigerant, the service valves are leaking refrigerant as well. The dual capacitor is bad and the condenser fan motor should be replaced based on its condition. The customer declined repairs at the time of service. 

  ****** did receive an approval from a homeowner that was present at the time of service and received a signed estimate for documentation.