ComplaintsforFamily Danz Heating & Cooling, LLC

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/22 our furnace died and we called Family Danz to look at it. It had to replaced. Fine. They sent a salesman out and sold a new furnace system (about $8300 before rebates). The next week they came to install it, and after they took out the old furnace and began to install new one, they realized they MIS-MEASURED on their initial visit, and the new furnace could not fit. They were going to have to move a hot water tank. Had we known ahead of time that the water tank had to be moved we would never have agreed to the furnace, but we were stuck at this point. The same day, as they were running wires for the new thermostat, they accidentally drilled through a bathroom wall, which had to be fixed. They said they would fix it, and they left a bigger problem than the original hole. Less than a week after the new system was installed, the new thermostat failed, and we had to have them back out for service. They could not replace/fix it, so they installed a temp. The replacement thermostat was installed 4 days later, so that was another day we had to be home. A 1 day install is now 6 days total (5 extra days we had to be home). 9/29, I called to speak to a mgr (Josh). He was not available but called back 3 hours later (very acceptable) and left a voicemail. I called back that day and then 10/2 and he was in a “meeting” each time and no return call. 10/3 I called and finally got Josh who apologized about the errors and said they will make everything right, including the hole. He said he would speak to the Ops Manager. 10/4 the Ops Manager, Mike, called and left a voice mail. I called back, he was not available. It is now Oct 10 and STILL NO RETURN CALL. The hole was about 1/2 inch diameter, and they left a 6”x4” patch (see pics). They will not match the paint. We now have to take more of our time to get supplies and match paint. So more added time and expense to fix their mistakes. They did not fix their error and will not call back. I would like fair credit. Thanks

  

  Business response

  11/07/2023

  Family Danz has been trusted for over forty seven years in the capital district.  We have always stood buy our work.  We have tried to contact the homeowner multiple times in regards to the pictures submitted.  We have had our contactor reach out as well and has not had a call back.  We will be happy to fix the hole and repaint the entire wall so that this issue can be resolved.  If the home owner would like to reach out to our contactor directly. His name is ****** ***** and his number is ************.  He is available by phone or text.  Every other issue with the installation has been addressed at this point.  After the repairs are fixed the homeowner can reach out to me directly at ************ and we can resolve any other issue they may have.

   

  Customer response

  11/10/2023

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and am willing to accept the offer to have ****** ***** finish the painting work. However, I spoke to ****** on Tuesday, 11/7 at 9:45am and everything seemed fine. He was going to call me back that day to go over details. I still have not heard back as of Friday 11/10 at 3:30pm. I called and left 3 messages (8am, Wed 11/8, 10am, Thurs 11/9 and 9:30am, today, Fri 11/10).  I just don't want this to be forgotten, so if Danz could touch base and have ****** contact me next week, I would appreciate that. 

  Regards,
  **** ******
  
  
  
  

  
  

  Customer response

  01/17/2024

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  The consumer contacted BBB.  He has still not been contacted by the contractor.  He is willing to accept a check for $250 to cover the cost of the work that needs to be done and to put this matter behind them both.
  Regards,
  **** ******
  
  
  
  
  

  

  Business response

  01/24/2024

  The business has agreed and will be sending a check for $250 as they have not been able to get in touch with the customer.

  Customer response

  01/24/2024

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID 20718300, and find that this resolution is satisfactory to me. 
  Regards,
  **** ******
  
  
  
  
  

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid about 13335 to have a combo boiler installed in my home and then another 2364 for thermostat and zone splitting. The work was done adequately but they told me they would submit my invoice to national grid for my rebate. I never received the rebate and now it has expired. They are not helping me to resolve this issue and I was waiting for that rebate to help me pay my bills. Resolution would be a payment of 650 dollars for the rebate amount

  

  Business response

  05/15/2023

  Response taken by phone: I have reached out to consumer and left a message to see if we can come to an agreement.  He can contact Ben at ext. ***.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  01/17/22 01/24/22 04/19/22 01/24/23 01/25/23 I brought the furnace on 11/15/21 it was delivery 2-3 week later I started having problem with the furnace with all the date above when coming out to repair each time part needed to be replace last date was my last service call first call was made 2/2/23 no heat temperature drop from 73 to 63 I call for service on 2/4/23 and spoke to Dave explain I was getting any heat I turn the heat up to 80 he stated I was over working the furnace and turn it down to 72 still have not spoke the company on this issue as of today heater is still not working correctly furnace was purchase brand new

  

  Business response

  02/22/2023

  this was a response from our Service manager She came in a few weeks ago and we spoke. Shawn went there. I have not heard of another issue until now. As far as what Dave said, That was the weekend when it was -11 so I would believe he told her the furnace is working hard to maintain those temps with the OD temperature. Last service call we had to go to BNE to get a board out of another unit to get her system running. That was 1/31/23. Also, when we went there , the gas line had a rotten hole in it and it was pouring gas into her basement. Her handy man told her nothing to worry about. I will call her tomorrow to see if she is still experiencing issues. I believe we have been working with the customer to solve all the issues she has had we have never ignored any service call.

  Customer response

  02/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *****
  
  
  
  
  

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My heat pump quit working on Wednesday around 4:00 am. First thing at 8 am I call family Danz and explain the situation. They said ok someone will be there sometime today. At 3:30 a service tech shows up. Looks around and says I’ve found the problem, explained what he had to do and said it would cost me $1500. I asked about a warranty and he said he didn’t know. I said well you better call someone who does know. He called and it cost me $407. He fix the problem except it lasted only 2 hours. I call the emergency service line that night at 9:30 after waking up freezing. The emergency tech said sorry there’s nothing I can do tonight. So I call the office Thursday morning and tell them I need someone to come as soon as possible this morning. It’s cold. A service tech shows up at 4:00 pm. At 4:30 he says I can’t fix that today, maybe tomorrow or Monday. The tempura going to be -40 below this weekend and you can’t fix my heat!

  

  Business response

  02/16/2023

  we have contacted the customer and have resolved the issues.  If any other issues occur please call the office and we can address them.

  Customer response

  02/18/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Regards,  ****** *********  They believe the issue has been solved. It has Not been solved at all. I really don’t think they believe me that something is definitely wrong with my heat pump. It worked fine all week because it was warm outside. As soon as it got cold Friday night the heat pump starts blowing cold air. It never did this the last 2 winters and it shouldn’t be doing it now! 

  

  Business response

  02/22/2023

  The customer has spoken to our service Manager Todd M**********.  He believes that everything was taken care of with the customer.  The temperature is maintaining heat in the home. at no time did the temperature fall below 65 which when it is -40 means the system is operating.  if the customer would like to call into the office and speak with Todd M********** again he will go over this again. 

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1. I hired Family Danz on 9/22 for a diagnostic of my heating system. I purchased a "preferred" contract. 2. I pointed out a leaky radiator valve to the contractor who wrapped a towel around it and assured me all was well. 3. The next day I awoke to water leaking through my ceiling from that radiator. 4. I literally called Family Danz 9 times from 7:15 AM to 9:50 AM pleading for help. 5. Each time I was assured a contractor was on the way. 6. By the time he arrived at approximately 10 AM–nearly three hours after my first call–my ceiling had been damaged by the leaking water and my bathroom and kitchen were flooded. 7. That day, 9/23/22, the contractor drained my house and stated that he had ordered the part. 8. I had not heard anything on 9/27/22–four days later– so I called them. 9. I was assured someone would return my call. 10. It's been over 24 hours at the time I’m writing this and I haven't heard from anyone. My home is cold, I am cold, my ceiling is damaged, and I have no heat. None of this was true before I contracted Family Danz a week ago. Please assist me. Thank** ****** ** ****

  

  Business response

  10/18/2022

  The customer is all set and she has heat.  The water damage was there previously. 

  

  Business response

  12/08/2022

  BBB confirmed with the business that the refund was issued.

  Customer response

  12/08/2022

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  ****** ****

*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. ↩