ComplaintsforD. Dowler Heating & Air Conditioning, LLC

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****BEWARE****Company was hired by 2-10 Home Warranty to diagnose and repair my HVAC/Heat pump system that was newly installed by a different company August/2021 that had since gone out of business. Tech was kind and responsive. I was advised there may be some electrical issues and or system blockage. 2nd visit, tech replaced an electrical part, the problem still existed, the 3rd visit, tech came out and stated my system was frozen and that he had to wait for a warmer day, on the 4th visit, tech stated he thought he took too much refrigerant out of my system on a prior visit and that there could be a blockage. The tech left without leaving a repair order and did not phone me as promised to give his findings. When I called the owner **** ******, he was rude and uncooperative. When I advised **** that the tech did not leave a work order or disclose his findings, **** stated everything must go through him and that the techs are not suppose to tell the customers anything. I then repeated all that the tech had said to me about the refrigerant and possible blockage and I explained that in order for me to keep proper notes of what's been happening with the system I needed to know what the tech's findings were and refrigerant levels upon completion especially seeing the tech had advised he previously took out too much refrigerant. **** ****** treated me with no respect as a customer, he stated "I don't know what your trying to do here", "I am done talking to you" "take it up with 2-10" and then hung up. I started texting him telling him how horrible it was for him to disrespect me this way and refuse to advise me of the tech's findings and refrigerant levels, he finally sent a text that said "refrig levels 113/278 added freon". That's all he said. Literally this is all I got from him. I still have no repair order and no real diagnosis as to why my system keeps failing and electric amp keeps tripping. *****BEWARE*****

  Business response

  05/25/2022

  Better Business Bureau                                                                                              5/25/22                                                           

  ** ***** ********* *** *********** *****

   

  RE:RESPONSE to Complaint# ********

   

  To Whom it may concern,

  I hate that this has come to this.There are procedures that are followed when we are following a previous Service Provider whom didn’t do a correct install.Those procedures include trying to establish a baseline to work from in our 1^st visit.We went out 4 times in not very good weather for setting up Air Conditioning system(AC).Each time we left we felt that we left system running as per manufacturers specifications.Only time will tell if it correct. True we did adjust refrigerant levels in not such good conditions in regards to temperature for AC. She kept implying the previous Service Provider put in wrong size equipment.I do not think this is the case because of the procedure we have to go through to order new equipment.The warranty company only replaces size and capacity that is existing which we have to submit. This seemed to be a theme of her complaint so that is when I advised her to take it up with warranty company. Now we may have missed something in our findings, nobody is perfect but we did come back 2^nd,3^rd & 4^th time with no compensation. Our firm is one of or the TOP RATED IN CUSTOMER SERVICE IN THE COUNTRY which is determined by customer feedback. We have almost a perfect score. I guess after 15 years it was my time.I understand Mrs.Rosa via text from her the situation has or going to be resolved by another service provider which I am very happy for her.I never meant to offend or disrespect her and for that I am sorry.

   

  Best Regards,

   

   

  **** ******

  Air Source One,LLC

  ************

  Ohio License # *******

*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. ↩