ComplaintsforDonnelly's Plumbing Heating and Cooling

• Initial Complaint

  05/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 28th still under warranty water heater failed so I called Donnelly's to replace it. Heater manufacturer is ************* and they did not have it in stock but assured me that they can get it from the distributor and will refund me the money once the manufacturer provides rebate. Once the heater was replaced they took the broken one to the distributor. To follow up I have also called ************* and they have refunded the money onMarch 10th with Credit Memo ********. Looking for a refund I have placed numerous calls to Donnelly's and talked to *****, *****, ******* but all I got are promises. So at this point someone has got the money refunded by the manufacturer but it is not me.

  Business response

  05/05/2023

  We have come to a successful resolution with the client and refund was issued. 

  Customer response

  05/09/2023

  [Business reached out and provided solution. Thank you both BBB and ************* for resoling the issue.]
  
  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

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The problem we're experiencing is the fact that Donnelly's plumbing came into my home to complete a job which should have been completed in December of 2022 and to date the work hasn't been completed . Donnelly has been redoing work in my home for several months which shouldn't be for amount of money we are committed to paying. Donnelly charged $17,382.39 for their services and has yet to complete the job. There were several mistakes caught by us the homeowners, which were over looked by Donnelly the professionals which included no clean outs, shower drain not connected, 4" pipes not properly pitched or backed filled . With all of those issues Donnelly had to take half the pipes out and redo the job. Also the front yard was left with a ditch that we the homeowners had to put out a tarp to prevent ponding while waiting for Donnelly to have the work completed. The company had no regard to the amount of dust they created in our home and did nothing to keep it at a minimum and no regard to throwing the dirt and stones all over the basement ,for such a long time the excessive dust has weighed heavily on our mental stability. The company has to repair our sidewalk slabs one which was broke and another slab was cracked which has been dragged out for all this time to be repaired and still waiting. The constant lying from ******************* of dates for this project to be completed has really overwhelmed us. For the amount of money/quality of work and mental anguish we've endured we feel the company owes us money back or have our air ducts/vents cleaned since we will be required to have our ducts cleaned and a major cleaning to our home. PLEASE HELP!!

  Business response

  04/21/2023

  Firstly, we apologize for the concerns caused on our initial visit and have relayed our apologies to the customer.
  We have rectified these concerns by redoing our work at no additional charge. This work is completed and was done with close manager oversight to ensure accuracy and proper functionality.
  Additionally, we have reimbursed the customer for their concerns in the form of check refunds and paid to have their concrete repaired which is now completed. We also had the excavator return to address the concerns with the yard.
  We are still in communications with the customer and are fully prepared to provide a duct cleaning and home cleaning service at no additional charge  we are pending the customers schedule to have completed.
  These accommodations were made to honor our customer satisfaction guarantee.
  We can provide invoices, photos, etc. showing our accommodations if necessary.
  Thank you,

  Customer response

  04/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a $9000 Lennox HV** unit from Donnelly's in Aug 2018. Financed through ******* ******* and I'm still paying for it.Every spring since the unit was installed we turn on the unit and the ** does not work. Spring 2019 -Service said it was a leak and added a dye to find a leak, tech came back, no leak. Added coolant, and unit worked remainder of the season. We were given a faulty unit from the beginning!!Spring 2020 - Turned on the **, it didn't work again. Came out, tech tries to blame customer due to a dirty filter etc, added coolant. Unit worked remainder of season.Spring 2021 - Turned on **, it didn't work, same scenario.Spring 2022 - Turned on **, didn't work, same scenario, tech tries to blame customer. I was livid and spoke with a manager who arranged free annual service for the unit for as long as I own it.Spring 2023 - ** DOES NOT WORK AGAIN! I WANT THE **** REPL**ED! It is under warranty and we've been jerked around long enough, the entire HV** unit needs to be replaced. I am still paying for this faulty unit.

  Business response

  04/28/2023

  Firstly, we apologize for the concerns and situation this client is in.
  We have been working through this concern with the client and have made multiple attempts to resolve.
  Below is a rundown of our findings each year:
  2019 the refrigerant charge on the unit was low and we tested for a leak. Upon further inspection, no leak was found. We charged with refrigerant and the system performed.
  2020-2022 we advised that the unit needs regular maintenance,which upon subsequent inspections verified was not being done. Environmental factors were found to be affecting the operation of the unit for example: the dryer vent was discharging onto the outdoor unit, overgrown landscaping around the outdoor unit, replacing air filters as needed. These maintenance items are responsibility of the homeowner.
  2023 upon our inspection we found that a power surge occurred which affected the capacitor and defrost control board. Power surges are not covered under manufacturer or service provider warranty. Even though this is not a warranty item, we agreed to fix at no cost for client satisfaction. Additionally, we performed an extensive leak search using specialized equipment and no leak was found. During this visit, the field supervisor/technician walked through the inspection with the client and showed them there was no leaking or additional concerns outside of the damage caused by the power surge.
  Regarding the clients request for new equipment, there has been no indication that anything is wrong with the equipment they have. We have made numerous accommodations to ensure satisfaction, most notably being free maintenance evaluations annually to ensure the equipment is working properly.

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Said theyd be at my home between 8 and 9. They were a no call, no show for those hours. I call in and they dont even know where the guy is. My wife works overnight as a nurse and lost sleep waiting for these people only for them to never show and never call. I have been a customer of yours for four years. There is no reason for this type of treatment. I dont know if youre under new management or what, but whoever was responsible for this treatment ought to be fired. I only deal with businesses who come when you say you're going to come and I am willing to pay a premium for that. You are far from being the cheapest HVAC company out there, but that is fine - I expect you to do what you say you're going to do for the extra money I am paying.

  Business response

  03/24/2022

  Hello ****,
  
  This complaint was addressed the same day received and we ended up servicing the customer successfully on 1/28. The customer, *****, left us a positive ****** review on 2/15/22 so I would hope that this BBB complaint can be resolved without a negative effect on our company.
  
  If you (the BBB) or the customer, *****, have any questions, please reach out and we will be happy to discuss further!
  
  Thank you for your attention and assistance,
  
  Joseph *. H**************
  
  Customer Service Manager
  

  Customer response

  03/24/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  This business ultimately did an excellent job of resolving this issue and they will undoubtedly retain me as a customer.
  **********************:
  
  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. ↩