ComplaintsforDuke City Heating & Cooling, LLC

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had Duke City start updating our fuse box, AC, and heater in October of 2021. The control board on the heater wasn’t working right off of the bat. Parts of the AC that were put on the roof were installed poorly and were coming apart a month after install. In January the heater was blowing cold air. When we called to have them take a look they told us that it was our fault it wasn’t working because we most likely sabotaged the unit. So we called another HVAC company to come and look at it and found the new thermostat wasn’t working. Got that replaced and it started blowing warm air again. AC started making loud clunking noises after not even one season of use and wasn’t cooling the house appropriately. The thermostat has told us 4 times in 3 months that there is something wrong with our cooling unit. We did not call Duke city seeing as though last time they told us it was our fault the heater wasn’t working. The HVAC company said the ducting wasn’t properly modified for our unit, there was collapsing in the ducting causing inadequate air flow. Our paper work said that the ducting would be modified to work with the new unit; it was not. Our paper work also says we have a 1 year labor warranty from Duke City, no where on there does it say if someone else works on the unit will it void our warranty. Duke City is now telling us we voided our warranty and will not be uninstalling or fixing our units. We have asked them to refund our money and take the inadequate units back and they have refused twice. We are willing to pay for the fuse box work but would like the AC and Furnace to be returned with our money back. They have been faulty from the beginning and the company is refusing to honor their warranty with us and continues to blame us for the units not working. We paid $9762.69 for everything and the installation job wasn’t finished until January 2022

  Business response

  08/26/2022

  We installed a unit that was working and passed both electrical and mechanical inspections. When the customer called for a warranty call, the owner stated that he would personally go out as our technicians were uncomfortable returning to the job site. We scheduled the warranty call and the customer called and canceled the appointment. When the customer had another company come out and work on the unit the labor warranty was voided. It is not uncommon for another company to come out and bad mouth someone else’s work. Asking for a labor-intensive job to be taken out and refunded shows how unreasonable the customer has been.

  Customer response

  08/26/2022

  Complaint: ********
  
  I am rejecting this response because:

  No where on our contract or Duke City’s website does it say that our warranty would be voided if another company came to work on our unit. The two companies that came out are both licensed to work on HVAC units. When you buy a car your warranty doesn’t get voided if you take it to worked on at another mechanic other than the one at the dealership. This is the first we have heard that the crew was uncomfortable coming out to work at our home. We never called the office to schedule an appointment, we called the owner directly. The owner told us he wouldn’t be surprised if our u it wasn’t working because we had sabotaged the unit. He never offered to come and look at it, we had to ask if he was going to come. After a long pause he said we would. We cancelled the appointment and went with another HVAC company because if he was already blaming us for sabotaging the unit and slandering us over the phone we felt safer having someone else look at the unit because a). We thought the owner would sabotage the unit himself or b) claim we had even though we had not touched it and would then be charged for work. The company did find that our thermostat was not working and needed to be replaced; never once were we given an apology from Duke Coty for blaming us for it not working. Both HVAC companies that came out said that there were problems with the systems installed. It all had to be replaced by the second opinion we had come out. We just want them to take back the faulty units and give us our money back. The first inspector that came didn’t even get onto the roof to check the AC and only climbed a ladder and looked into the attic to check the heater; he never went inside. The second inspector who came to check the fuse box went up on the roof on my request and found issues while up there. He never went into the attic. 
  
  Regards,
  
  ****** ********

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  08/30/2022

  As we have previously stated, the manufacturer warranty is still in effect and any licensed HVAC company can call Fujitsu and receive replacement parts that are covered by the manufacturer’s warranty. We provided the customer with the registration confirmation; they have all of the information needed to complete the manufacturer warranty.

  Customer response

  08/31/2022

  Complaint: ********
  
  I am rejecting this response because:

  Duke City has refused to honor their own 1 year warranty that they gave with our installation. The unit was not installed to heat and cool properly. That is why everything needed to be taken out and reinstalled to heat and cool our home the way it was supposed to. We have asked twice now for them to come back and take their faulty units. We have had it break 3 times in the course of under 1 year and would just like our money back for the lemons they installed in our home. 
  
  Regards,
  
  ****** ********

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

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