Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Davis services sent a tech out to service my A/C unit. I explained it was running but blowing warm air. After checking unit service tech tells me he has to check to see if power was getting to the compressor. He said in order to check it would cost 70.00 dollars. After the check he said it then needed Freon at 100.00 a pound and a new capacitor. It was low 4 pounds. If I want him to check for leaks it was another 275.00! I was already up to 735.00 by now so I declined the leak check. Monday night the unit was running warm again. Called Davis and a different tech came out to check for leaks, turns out my unit had a leak in the condenser coil and would need to be replaced. That service call was another 364.00 dollars. I now paid 1089.00 dollars for a unit that still not working. I was given a quote of another additional 4400.00 to replace condenser coil! I feel I was taken advantage of because if you were a good tech and company you would have been able to troubleshoot without nickel and dime-Ing people to death. When the Freon reading was low they should have been honest and suggested there was a leak not give me the excuse they need to check the power issue to the compressor and the capacitor was bad. When the tech left I assumed the Problem was fixed because of the replaced part and Freon. Unit is only 8’years old! I feel I was taken advantage of because I am a woman and a senior. My husband is collecting SS and I am disabled. That’s a lot of money to put out for a unit that’s not fixed.

  

  Business Response

  Date: 08/13/2024

  A technician was dispatched on 8/05 to check this unit and did find that the system was low on refrigerant and had a weak start component.  The customer wanted to only add refrigerant and replace the start component and our technician did so.  This being a first time customer with no service history to draw from, our technician could not offer advice either way.  The technician added the refrigerant and replaced the component and collected for what he did.  

  The customer did call back the next day and when the second technician arrived admitted to only wanting to add refrigerant the day before.  The technician explained the system was again low on refrigerant and offered to perform a leak search.  When the technician found the leak in the condenser coil, he was told by the customer that he had someone at work that could take care of the repair for him.  Our technician collected for what he did and left.  I am not sure what we can do on this one because our tech's did exactly what the customer wanted them to do.  In hindsight, the best course of action would have been to approve the leak search and not add any refrigerant at all on the first call, but no way to know that without performing the leak search and knowing that we are up against.  

  Davis Services

• Initial Complaint

  Date:06/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a heat pump that they installed and did maintenance on twice a year. We paid $234 on 5-24-23 for the yearly plan for maintenance and scheduled them to come out in the fall of 2023. This visit was supposed to be one of the maintenance appointments, but when they came out they said that there was something wrong with our heat pump and it would need to be replaced. They refused to count that visit as a maintenance visit, since they said that it fell under a service call instead. So they made us pay $41 for the visit that was scheduled as one of our maintenance plan visits. We got quotes from several different places for a new unit and decided to go with a different company. We had paid for a year of maintenance plan with them and since we no longer have that unit we have asked that they please refund us the money. We have called about this several times and each time we were asked to leave a voicemail for a person who works there named Michelle. She called back once to verify the address and to look into our account. We have not heard from here since and have called back several times. I have spoken to other people at the business but they always refer me to Michelle. I know this money doesn’t sound like much to some people, but it is to my family. All we have asked is to be refunded for the paid maintenance plan that we paid for but was never used.

  

  Business Response

  Date: 07/16/2024

  I hadn't been involved in this one, but it appears we scheduled the routine maintenance on the system in November of 2023, only to find the unit not operating properly.  The technician offered some options to repair, but the customer instead chose to get quotes to replace and went with another company.  It wasn't until one of our ladies called the customer in June of 2024, after the agreement expired, that any issue was raised.  The agreement had expired on May 22, 2024 and it is up to the customer to schedule their maintenance visits.  When our CSR called in an attempt to renew the agreement was the first time the customer had asked for any refund, but in reality the refund should have been requested last November.   While this should have and could have been handled much different, I will approve the refund and start it processing in the morning.  

  Bobby

  Customer Answer

  Date: 07/19/2024

  [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.  Even though I have records and talked to several people about getting a refund prior to when he said, I accept them giving us the refund. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new heat pump from this company 3 years ago and they recommended a ****** unit. The unit stopped running late January and I called them for repair. They sent a rookie tech that took 5 hours to fix and 2 days later the stopped working. They sent another tech who started rewiring because the previous tech had cross wired few wires. He said the parts that were replaced by previous tech had failed again and he had to replace them and also replace a relay but I had to pay for his service. He left because one of the part was not available and two days later another tech arrived and he started replacing parts and rewiring but couldn’t get the unit to work properly. Instead he shorted the wires and blew circuit boards and my thermostat. I hired another qualified tech and he said all the boards were fried due to a short on compressor wire that the other techs didn’t catch. Overall I now have to pay for labor to replace the boards, a new thermostat and repair my accuclean due blown fuse. Davis charged me $353 and couldn’t fix my unit and left me without heat for 3 weeks. I sent several emails for refund and also to cancel my service contract ($150). But they won’t respond. Overall it cost me close to $1000 to hire another tech to repair the unit, purchase new thermostat (original thermostat $300) and previous repair work with Davis.

  

  Business Response

  Date: 02/14/2023

  We sent a tech out on 1/24 that found some control issues that he needed assistance with and another tech dropped by to help the first tech figure it out.  The total ticket for 7.25 hours of labor was $303.  That same day, Mr. ******* sent pictures of a air handler that had been held together mostly with tape complaining that the cover was not properly positioned.  We sent the tech he requested back out at no charge to take care of that the next day.

  On 1/29, it was reported that the system was not working again and we sent two techs who discovered that a wiring connection had disintegrated and shorted out the control circuit.  The techs also found three other wiring connectors that were on the verge of breaking apart and sent pictures to the office.  At that time the decision was made to replace all the control circuit components to not risk future problems because of damage that might have been done.  We were going to approach the manufacturer for help with these repairs.  Mr. ******* sent an email saying that a three year old unit shouldn't be giving these problems and we agreed, but before we could get all the controls in he sent an email saying he had called another contractor. That contractor figured out over a few days what we already knew and apparently charged accordingly for work that most likely we could have gotten the manufacturer to cover.  It's unfortunate that Mr. *******'s impatience cost him some repair bills that he would not have had to pay, but that's on him.  When he made us aware that he had another contractor involved, his Advantage Club was cancelled and a refund for any unused funds was processed.  If he hasn't received that money by now, he should soon.

  Bobby

  Service Manager

  Customer Answer

  Date: 02/19/2023

  I do not agree with Mr B******* response and I want my complete $303 repair refund and Davis club maintenance plan refunded as well. 

  1) First of all I only signed up with Davis services maintenance plan because they said their 3-year repair warranty would be voided if I serviced the unit with someone else.  Even though their technicians were always in and out within 15 minutes of performing maintenance. Always wondered if they did the job right.  Only technician I really trusted was Jaime who was pretty thorough with is work.  All other techs would leave the screws off and not even tape the panels.  always had to go back and fix the issues behind them.

  2) Saying I was "impatient" is very crude.  I have two senior citizens living with me. My mother is 83 yrs old and my mother-in-law is 78 yrs old. Imagine not having heating for two weeks because your three techs all ended up doing something different.  Funny part is that the next tech complained about the previous tech not wiring properly and so did the 3rd tech. And they all work for the dame company.  How can they be inconsistent in their work. 
  

  3) Mr B***** is being very diplomatic.  He personally told me on the phone that I should reach out to ****** with any complains of the quality of the product.  Davis services is strictly a service company.  I disagree with him because when my old unit failed, Davis proposed the ****** unit, and they sold it to me.  I didn't select the unit.  So it's their responsibility to fully support my concern instead of telling me to call the manufacturer.

  4) The 3-year service warranty expired in July 2022.  Therefore, as a consumer I have my rights to obtain a second opinion.  That is why I approached ***** ******* and services since he maintains my ******** ******** unit.  And that unit had never had issues in the air handler.  That is why I asked him for second opinion because he is reliable.  The reason I didn't reach out to him the first time was because I wasn't sure if the warranty still fell into Davis services.

  5) I am an engineer with 29 yrs experience and I design air compressors and controls for trains.  I am very well aware of these types of products.  Your 3rd technician didn't even complete the diagnosis on 1/27.  I spent 15 minutes discussing with him what happened.  He said there seem to be another short somewhere because his diagnostic probe blew up and he has to order a new one and wasn't sure when he would be back.  That is why I called ***** ******* on 2/2 to come by and diagnose the unit because I had not heard from Davis when they would be back since 1/29 visit.  So the statement by Mr B***** that the technician had figured the issue out was incorrect because he told me he wanted a complete day to identify where the short was.  If My B***** claims they found three more wiring on verge of breaking is truly false because the tech never mentioned anything about it.  In fact, the shorts were in the condenser unit that the first tech caught on one wire but not on the second wire.  so regardless of if Davis would have put three new boards, it wold have mattered as the boards would have been shorted out. 

  And while the tech was troubleshooting the system on 1/29 he blew my accuclean unit and my $300 thermostat when he blew his 6A diagnostic tool.  I had to purchase a new thermostat and have the accuclean repaired by ***** *******.  Certainly Davis would have rejected the claim that their tech did it and they wouldn;t pay for the new thermostat and repairs.

   

   

  

  Business Response

  Date: 02/22/2023

  A refund for any unused funds has been processed.  Of course, the customer can always get a second opinion, but in this case, the second contractor took longer to make the necessary repairs, so it wasn't a time issue.  The customer actually told us he wasn't available the next day, a Thursday, for us to come over and scheduled us for the following Monday and then called the second contractor on that Thursday. I did suggest the customer contact Lennox because the root cause was a failure you usually don't see on a system that age, but he did not according to the local rep.  Not sure how he can make the claim we weren't taking responsibility for something that happened while our tech was there because we did order all the necessary parts to make the repair and he was never quoted for anything.  We also returned one of the parts to the store so his second contractor could pick it up for him.   In this case, we did everything we could have done, but in some cases your best efforts aren't enough.  Thanks for the opportunity to respond in a public forum.

  Bobby

  Customer Answer

  Date: 03/06/2023

  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. 
  

  @Cindy: This is my last response because it seems like this not going anywhere.

   

  1) First of all he says a refund of unused fund was processed.  That fund has nothing to do with the repair of this unit.  It was me cancelling the maintenance contract with them because I didn't feel comfortable with their expertise any more. As an engineer my confident level went to zero after they kept sending different techs and each tech had different opinion and blaming other tech with not doing the job right.

   

  2) The supplier is wrong about his comment on the second contractor taking long.  Yes it did because Davis's tech left such as mess and cross wired so many connections that he kept having failures.  

   

  3) He is also wrong about his tech coming on Thursday.  See attached email chain to him.  On Jan 29 and again on Jan 30 and never responded.  On Jan 31st the technician called and said he had the relay.  When he arrived, he told me this will fix the issue.  But after 3 hours he was still working on the unit.  Around 5 pm he came downstairs and said "he blew the diagnostic probe and will have to order a new one.  and he wasn't sure when he will be back.  It will depend on the office to set him up to come back" and quote " I will need a complete day to work on the unit to detect where the shorts are and reinstall the wires and then determine what else has failed".  when I sent another email to Bobby on Feb 02, that I reached out to another contractor only then he responded back and lying that I refused his tech to come on Thursday.  As you see in my quote he was going to wait on his diagnostic tool and then the office will call me when he can come back.  so how is he coming up with the Thursday day?  There is no email or any phone calls from Davis stating they had ordered the parts and were planning to come on thursday. He also says they had figured out the issue.  How?  By pure magic or just making false analogy? Because his tech specifically said he needed a day to figure out the root cause.  I am an engineer and I clearly know when someone tells me what they mean especially technically.  

   

  4) I didn't select the brand and model. They offered this unit.  Why should I reach out to ******?  Davis originally purchased the unit and they should contact the manufacturer with the defect.

   

  5) Let me assure you that bringing in the new boards was not gonna fix the issue because your tech did not address all the shorts on the outside unit. If you says he found the shorts, then why he didnt fix it?  Why did my second contractor find a shorted wires on the outside unit?

   

  Finally to Cindy:

  Let me explain you the pricing scheme they use to obtain as much money as possible. 

   

  1) The first tech they sent was a rookie.  The kid worked at ******** and recently joined Davis. He was so confused that every 1/2 hour he was going to his truck to call the office for help.  He spent 5 hours on the job and finally he asked for another tech to come and help.  Even the two tech couldn't get my thermostat to run and I had to show them the proper wiring.  To my surprise I just saw the kid employed with ******** again last week.  That tells what kind of expertise Davis sent.  Now to give you and idea about over charging.  See attached receipt_*******.pdf.  He originally quoted me $478.  When I reviewed the bill, I told asked him why he was charging me for parts.  And he said, "let me call office and check on warranty".  Now this guy had been working on my unit for 5 hours and no one notified him the parts were under warranty from the office?  Something doesn't seem right.  They thought they could get away with it.  Fortunately, I was able to pick that out because I was at home.  If it had been my 83 year old mother, she would have written the check for $478.

   

  2) I also want to note that last year my neighbor on *** ****** had problem with his unit and he asked me who I used.  I told him Davis and he called them to come and look at his unit.  The tech charged him around $400 to repair and following day the unit failed again.  He called Davis and they sent a different tech and he quoted him $2K to fix the unit.  My neighbor was so upset that he called me and told me that he will never use this company again.  Even now whenever he sees Davis truck on my drive way he calls me wondering why I still use them.  He basically addresses them as opportunistic that want to sell more parts and labor to make money. 

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

  

  Business Response

  Date: 03/10/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.

   

  @Cindy: This is my last response because it seems like this not going anywhere.

   

  1. First of all he says a refund of unused fund was processed.  That fund has nothing to do with the repair of this unit.  It was me cancelling the maintenance contract with them because I didn't feel comfortable with their expertise any more. As an engineer my confident level went to zero after they kept sending different techs and each tech had different opinion and blaming other tech with not doing the job right.

  There were only two techs.  The first tech who ran in to problems and a second tech.  The tech Mr.******* wanted did not want to return to that address and I suspect that is partly why he’s being so hard on the techs that did try to help.  Mr. *******’s agreement was cancelled when he told us he had another contractor working on the unit and the refund was processed.

   

  2. The supplier is wrong about his comment on the second contractor taking long.  Yes it did because Davis's tech left such as mess and cross wired so many connections that he kept having failures. 

  All the components were damaged when the initial wire connections shorted and were ordered that same day, but the second contractor didn’t fully understand the extend of the issue until he was already in pretty deep.

   

  3. He is also wrong about his tech coming on Thursday.  See attached email chain to him.  On Jan 29 and again on Jan 30 and never responded.  On Jan 31st the technician called and said he had the relay.  When he arrived, he told me this will fix the issue.  But after 3 hours he was still working on the unit.  Around 5 pm he came downstairs and said "he blew the diagnostic probe and will have to order a new one.  and he wasn't sure when he will be back.  It will depend on the office to set him up to come back" and quote " I will need a complete day to work on the unit to detect where the shorts are and reinstall the wires and then determine what else has failed".  when I sent another email to Bobby on Feb 02, that I reached out to another contractor only then he responded back and lying that I refused his tech to come on Thursday.  As you see in my quote he was going to wait on his diagnostic tool and then the office will call me when he can come back.  so how is he coming up with the Thursday day?  There is no email or any phone calls from Davis stating they had ordered the parts and were planning to come on thursday. He also says they had figured out the issue.  How?  By pure magic or just making false analogy? Because his tech specifically said he needed a day to figure out the root cause.  I am an engineer and I clearly know when someone tells me what they mean especially technically. 

  Our tech was there and called the office needing to return and when Thursday was offered, Mr. ******* declined and asked us if we could come on Monday.  Mr. ******* later said on the phone that he couldn’t do Thursday because he was taking a family member to the doctor.  When asked later why he called another contractor to come on Thursday when he said he wasn’t available that day, he didn’t answer.

   

  4. I didn't select the brand and model. They offered this unit.  Why should I reach out to ******?  Davis originally purchased the unit and they should contact the manufacturer with the defect.

  Davis did contact the manufacturer and got the customer a pretty sweet deal, but a manufacturer always is more willing to help a customer than a dealer and for that reason we often ask the customer to call the manufacturer.

   

  5. Let me assure you that bringing in the new boards was not gonna fix the issue because your tech did not address all the shorts on the outside unit. If you says he found the shorts, then why he didnt fix it?  Why did my second contractor find a shorted wires on the outside unit.

  The problems in the outdoor unit were all related to the shorted connections indoors.  Our tech had not only ordered all the controls for the indoor unit, but the board in the outdoor unit and a new thermostat.  When the high voltage wire indoors touched the low voltage wire, it wiped out everything in the low voltage circuit.  It’s not a common occurrence, but when it happens, everything needs to be replaced.  The reason for his second contractor’s multiple trips was that he didn’t know the root cause of the issues because that had already been corrected by our tech.

   

   

  Finally to Cindy:

   

  Let me explain you the pricing scheme they use to obtain as much money as possible.

   

  1. The first tech they sent was a rookie.  The kid worked at ******** and recently joined Davis. He was so confused that every 1/2 hour he was going to his truck to call the office for help.  He spent 5 hours on the job and finally he asked for another tech to come and help.  Even the two tech couldn't get my thermostat to run and I had to show them the proper wiring.  To my surprise I just saw the kid employed with ******** again last week.  That tells what kind of expertise Davis sent.  Now to give you and idea about over charging.  See attached receipt_*******.pdf.  He originally quoted me $478.  When I reviewed the bill, I told asked him why he was charging me for parts.  And he said, "let me call office and check on warranty".  Now this guy had been working on my unit for 5 hours and no one notified him the parts were under warranty from the office?  Something doesn't seem right.  They thought they could get away with it.  Fortunately, I was able to pick that out because I was at home.  If it had been my 83 year old mother, she would have written the check for $478.

  Yes, the first tech did work a job while going to college and graduating and then worked as an apprentice for several months before earning his own truck.  Apparently, Mr. ******* was born with all the knowledge he has, but not everyone was and those who weren’t have to work for it.  It is the customer’s responsibility to bring up the warranty question and yes, the tech can call in and verify, but no one from the office can see what is happening on any given service call.  In the event a tech charges for something that should be warranty, it can’t be entered in to our system without someone taking a closer look and overriding the system, if the charge is correct.

   

  2. I also want to note that last year my neighbor on *** ****** had problem with his unit and he asked me who I used.  I told him Davis and he called them to come and look at his unit.  The tech charged him around $400 to repair and following day the unit failed again.  He called Davis and they sent a different tech and he quoted him $2K to fix the unit.  My neighbor was so upset that he called me and told me that he will never use this company again.  Even now whenever he sees Davis truck on my drive way he calls me wondering why I still use them.  He basically addresses them as opportunistic that want to sell more parts and labor to make money.

  His neighbor is one of our commercial customers and has been for some time, so they wouldn’t have had to ask him for our name.  At that address, their home warranty company had found a bad metering device in the refrigerant circuit and we were asked to make the repair and did so.  About a week later after a storm, there was a circuit board blown and it was ordered and repaired.  I can’t tell if both repairs were to the same unit because this customer has three systems.  We have no other history at that particular address.

   

  Regards,

   

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

   

  We can only wish Mr. ******* much good fortune with his system.  Had he allowed us to take care of him, we would have and he would have saved not only a ton of money, but a ton of time.  It was totally his decision to call another contractor and spend the money that he did.  At least we had ordered the parts and did get them back to the distributor so the other contractor could pick them up and take care of Mr. ******* without further delay.

   

  Bobby

  Service Manager

• Initial Complaint

  Date:10/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 6, 2022 I had maintenance done on my heating and air unit, I have it done twice a year, since I purchased the unit in June of 2018. When the technicians arrived they looked very young, I asked them what school did they attend. One said he was still in high school and the other one said that he had just graduated, but they had taken courses at ****** ****** Technology Center. One of them asked could he fill up a 20 oz. tumbler with hot water to flush out the drain line so that it would not get stopped up, no one has ever asked for hot water to flush the line before. On June 15, water was coming out of my ceiling in my bedroom, and the bathroom ceiling had a crack in it. I called Davis and they sent a technician out, he was at my house for over 2 hours fixing the problem. When he left he said that they would send someone out to fix my ceiling. I called Davis the next day and left a message to confirm what the technician said about fixing my ceiling. Bobby the service manager called me back on June 17 and said they were going to fix my ceiling, but the technician told him that my unit was not sitting right in my attic and that it would take 2 people to move. Bobby said that after the technicians come back and position the unit correctly they would fix my ceiling. They came back on June 27 to sit the unit in the attic correct. Since I had not had from them in over a month, I called Bobby every week in August and left a message but he never returned my calls. On September 8 I called and told them that Bobby never returned my calls, so they transferred me to Brian D****. He was very rude when I tried to explain to him what was going on. He told me that flushing that line had nothing to do with it getting stopped up, he said that it was because of high humidity. He also said that Bobby had been out of work for 2 weeks and had better things do than listen to voice mails from me. He said that he didn't want to do business with me, he said bad attitude

  

  Business Response

  Date: 10/28/2022

  Hey Cindy,

  I did speak to this customer in June, but I never promised her that we'd do anything for her ceilings.  I did tell her I'd allow the technician to return and perform the work he had told her it needed and he did at no charge.  I didn't see a problem with the installation from the pictures I'd been provided and the mere fact that the system had ran over 3 years without a problem sort of proves there was nothing wrong with the installation of the unit.  It should also be noted that Davis did not install or replace the drain in 2018 when we replaced the unit.  Our technician should have quoted and gotten approval to do the work he did before he started, but he did not, so we took care of that.  Anyway, I did receive some voice mails from this customer and tried to call her a couple of times, but we never connected.  In the meantime, she spoke with Mr. D**** and made some accusations and/or claims to him that were unfounded and far from being true and he made the decision not to help any further.  It is not unusual for a three year old unit to have a drain problem.  This customer takes issue with a younger tech, but maintenance visits are a entry level job and have always been done by mostly younger techs.  History reveals we have had numerous techs of different experience levels at this address and no one ever mentioned any type of installation issue, or issue at all, until the drain clogged.  At that time, the customer didn't sign the paperwork, or communicate with the technician at the end of the call, because of covid concerns.  Doing so would have given the drain discussion at least an opportunity to take place and possible prevented this entire situation.

  Bobby

  Service Manager

  Customer Answer

  Date: 10/28/2022

  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. 
  
  Regards,
  
  ******** ******

  He is not telling the truth, they left without saying anything.  He did call and say that they were going to fix my ceiling.  The old drain line came out the back of the house, the other one came out the side of the house.

  

  Business Response

  Date: 11/21/2022

  There's not much else that can be said.   Davis did not install the drain and the unit ran fine for just over 3 years until the drain clogged.  Our technicians have taken numerous pictures of this system and there is nothing to indicate anything was done improperly, but there are some tickets where further improvements were recommended and declined.  That is the customer's business.  As I shared with her insurance representative, sometimes things happen and it's not anyone's fault.  To be honest, had the customer did every recommendation it's possible she could still have a problem with water on the ceiling because it happens.

  Bobby

   

   

  Customer Answer

  Date: 11/22/2022

  Davis technicians came out to service my unit on June 6th, 2022, my drain line stopped up on June 15 and Jose came out to fix it that day.

  Bobby called me on June 17, 2022, he said that he had talked to Jose and that they were going to fix my ceiling, but Jose said that my unit was not sitting right in my attic and it had to be moved.  He said that it would take two people to move it and Jose would come back when they could get someone to come with him, and they would fix my ceiling after that.  Jose came back on June 27 with a technician to move the unit.  No one ever said anything to me about the drain line, if so, I would like to see the documentation.  When Davis installed the unit in 2018, if the drain line was not installed properly, they should have said something. Before they installed the unit the drain line was coming from the back of the house, after they installed the new unit, the drain line is coming from the side of the house.  Davis has serviced my unit since they installed it, and no one has ever said there was a problem with the drain line.

  

  Business Response

  Date: 11/22/2022

  There was no problem with the drain line until it clogged.  It was not installed improper by whoever installed it.  The technician flushed it out, but often times just flushing the drain does not solve the issue because whatever is clogging the drain has built up inside the air handler drain pan and needs to be cleaned out.  Cleaning this pan has not ever been a part of our maintenance plan because some customers go for years without it needing to be done.  In this case, the technician who flushed the drain made notes indicating he could not speak to the customer at the end of the call because she had covid concerns, so it was not discussed further.   Jose wanted to go back and make a change to something and was allowed to do so, but he also took several pictures indicating there was no problem with the system as it was installed.  The fact that the system ran and drained fine until he got back to it is further indication it was working after he had cleared the drain a second time. The only long term solution is to pull and clean the drain pan properly, but it hasn't been discussed.  The problem will continue when cooling season returns.
  
  Bobby

  Customer Answer

  Date: 11/23/2022

  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. 
  
  Regards,
  
  ******** ******