ComplaintsforDiPaola Quality Climate Control Heating, Plumbing, Cooling
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Complaint Details
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Initial Complaint
11/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Had HVAC equipment installed by business 4 years. Within the first week it was found out the the wrong parts were installed in the unit. That issue was resolved for the past 3 months the system has not been working properly. The business has been out to the home 3 times now with different solutions and has not fixed the issue. Seems at this point they are just coming out replacing random parts and charging me for labor. The issue has not been resolved and every time I call the service manager “Lou” he is not helpful and asked me “what do you want me to do”. I am not the expert on HVAC, and I expect not to be nickeled and dimed for labor that is not fixing the issue. Lou has been very rude and has not worked to fix the issue. My family has limited heat in these cold winter months. The issue is the company is just guessing on wheat the issue is and charging me labor for work that is not fixing the problem. I do not think I should be paying for labor for work that is not fixing my issueBusiness response
12/01/2022
To Whom It May Concern:
This letter is in response to consumer complaint ID ********.
We received a service request on 10/24/2022 from this customer for problems pertaining to his heat pump system. A service appointment was scheduled and performed on 10/25/2022. He was charged a standard diagnostic charge of $99.00 which is charged on all demand service calls regardless of warranty status. We installed the system in November of 2018.
We then had to return because the system still was not operating correctly. It took us multiple trips (11/9/2022 and 11/22/2022) to correctly diagnose a leak the evaporator coil. Sometimes this happens in our industry. Not all repairs are simple and we're not always perfect. Was it an inconvenience to the customer? Yes it was and I sincerely apologize. However, the consumer was not charged for parts or labor for any of the return trips or misdiagnosed repairs. To date, he's paid a grand total of $99.00 (original diagnostic charge from 10/25/2022). So I'm unsure as to how exactly we are "nickel and diming" him.
The coil itself was covered under manufacturer warranty, however, the labor to install the coil and the refrigerant did not have coverage. The customer was offered a maintenance agreement at the time of sale in 2018 that would've covered labor and refrigerant costs on any repairs for 10 years but he declined to accept the maintenance agreement.
As a resolution, we've agreed to absorb the labor and refrigerant cost of the above repair. The appointment is scheduled for 12/2/2022. Please contact me with any questions.
Respectfully,
Joe S********
General Manger
Dipaola Quality Climate Control, LLC.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.