ComplaintsforDallas Plumbing Air Pros

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My complaint concerns Dallas Plumbing and Air Conditioning, now I believe to be Air Pros USA located at **************************, Dallas, ** *****. Tel ************. My heater was cycling on and off the morning of *****-23. After checking a few things, I called Dallas Plumbing who appeared to be able to respond quickly on a weekend before a holiday. A technician, ***************************, arrived on ***** and checked my furnace. After installing a capacitor, ******************** felt it necessary, for reasons not revealed to me, to call his supervisor, *****************************. ******************** informed me that my circuit board was faulty. He advised that the board would cost 1k, it would have to be ordered,and it wouldnt be worth investing that in an older furnace. He quickly and without itemizing quoted me $8263.70 with an alleged discount from $9722 for a standard ******* furnace, a brand unknown to me. When I questioned the amount, he indicated that supply costs have increased considerably and would be increasing again in a couple of weeks. When I suggested that my understanding was that average cost was 4-5k, he said online costs were incorrect and that his quote was within $500-$1000 of other comparable companies. He mentioned a possible carbon monoxide issue if I continued using my furnace and that my monoxide detector was of low quality. He proceeded to call and arrange an installation for the next day. Financing was arranged with ************** for **************************** an attempt to feel more comfortable about my high dollar purchase, I called several companies on 1-3 to get estimates on comparable product installs, including *******. A1 Air quoted me $4500. CRS Air quoted between $4500-$4800 and ***** Brothers $5200.I believe I am a victim of price gouging and deceptive/pressure sales tactics as well as being taken advantage of as a senior citizen. I am 75 years old. invoice #*********

  Business response

  03/18/2024

  Hi ****************. First I would like to apologize for the dissatisfaction with the service provided to you. I understand that back in the beginning of January, the general manager explained how out invoicing worked. This is what was sent to you in response to your questioning of the invoice and financing: 

  " The price quoted of $8,263.70 is the price you would ultimately pay.  The $392.53 is a "discount rate" as it is called by the finance company.  And it is what they charge us as the service to provide you the loan.  This is how all standard loans provided are handled throughout most industries including car loans, furniture loans etc.  banks do not give money for free, and in order to provide promotional value services like the one we provided to you, 12 months same as cash, the bank (synchrony) must make money on the loan." 

  Within that  email, he offered to provide you with a refund of the $392.53 fee, on top of the 15% we already gave you, in good faith. Our prices are in line for what it costs to run a business of our size and are very competitive in that sense. Our prices remain the same for each and every customer as we do not believe in charging one person one price and another a lower or higher price for the same job. We do what we can to help with discounts or extended warranties, but again, that is based on what we are able to do at that time and not due to race, age, ***, etc. 

  Customer response

  03/18/2024

  I am rejecting this response because:   I am aware of this response through my correspondence with *************************. I believe the charge of $8263.70 was greatly overinflated and not in line with comparable companies, despite ********************** assertion of being comparable. The company size and time in business should not allow gouging.  Also, the sales techniques used were questionable and filled with false information about the company's pricing being within $500-$1000 of other companies and availability of parts. Further, I question the need to replace my furnace and believe repair would have been sufficient. I believe tech ***************************, who originally worked on my furnace, can shed light on the need to replace over repair. 

  Customer response

  03/18/2024

  To be clear, I believe a $3000 refund would align the pricing with other comparable companies.

  Business response

  03/20/2024

  Hello ****************. While I understand that there are other companies that charge different prices - whether they be more or less - we can not run our business based on their prices as there so much that goes into our pricing. 

  Customer response

  03/20/2024

  I am rejecting this response because:   The latest response is nothing short of lame. In essence you are saying, well others may charge this amount, but we charge this amount. I provided proof that several well-known local HVAC companies gave me product and install estimates that were at least 3k below your charges. I've heard nothing regarding the reason tech *************************** called in ********************************* who used misinformation and pressure sales techniques. I suspect it was a profit opportunity and probably unnecessary. I also suspect the pricing had something to do with Dallas Plumbing financial struggles and the merger with AirPros. Hopefully AirPros will promote a culture of customer service and reasonable pricing. I've received no updates from *********************, national compliance manager, since her initial contact. Note that your installers struggled to replace a basic furnace at a convenient garage-level location. Also note that they finally used MY WOOD to devise a method for installing and left a number of metal screws on my garage floor and in the heater compartment after leaving. I tried to solve this issue by requesting a reasonable 3k refund. Your paltry refund offer for the added (and questionable) finance charge would have required me to place the entire bill on my credit card. Expect to hear from several consumer complaint resources. I have already begun this process and will continue to relate my experience in ratings and social networks.

  Customer response

  04/18/2024

  It is unfortunate that the BBB considers my case as "buyer's remorse" when I believe the sale was made by providing misinformation regarding parts, other company pricing, and by using scare techniques during an upcoming freeze. Remorse, indeed, that I used a company that used these tactics, but action should be taken for bold faced lying to a customer, regardless of a "contract" based on false pretenses.     

• Initial Complaint

  01/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  July, 2023. $450 Toto toilet installed in 2017 leaked after having tank parts replaced. Toto replacement parts have become problematic. Husband decided to change plumbers. Contacted Dallas Plumbing/Air Pros llc. Consultant came to house. Plumber then came. Said ***************** was better toilet. Replace **** with like *****************. New tank parts, new shut off valve. New wax seal. Clear caulk. Husband signed contract. Plumber did installation. I came home to find a lesser quality ***************** toilet. No new shut off valve, no new wax seal. Toto toilet takenno credit for good toilet and no asking as to whether we wanted to keep it. At the bottom of contract, it says:***** is responsible for installation and any needed work. *****????Who is this? No plumbing license info. No contact info. We did not contract with *****. DP will not *************. Will not return calls. Will not share contact info for Dougs. Deceptive trade. Appropriate steps being taken to handle this.

  Business response

  01/19/2024

  Hi *****************. Firstly, I would like to apologize for any confusion. The typo in your invoice was brought to our attention and it has since been fixed. As for the dissatisfaction with the work preformed, I will have our dispatch team reach out to you to get you back on the schedule to look into and complete any work that *** have been left incomplete. 

• Initial Complaint

  08/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This started on or about 6/27/23 according to their quoto, and the price was $26,250.00 and involved tunneling under our house to fix the plumbing problem. I had to give half up front before they would even start. The contract says that we agreed to pay for 30' of digging under our slab and the guy said that he was giving us 5 extra feet at no charge, but he did not give us the extra feet, if they would have they would have been right where the clog was, so they shorted us up 5-6 feet short. They also said that would pull all permit, but they did pull any and they said that an inspector would come out an inspect the work, but no one came out. After two days of digging the guy went under and said he finished the job, the only thing he did reconnected 2 pipes and he did not even go to where the main clog was, and he did not finish the job. The next day they came out and out and back filled the tunnel. but they did not put all the dirt back in which mean we might at some point have foundation problems. After they finished our swimming people came out because we were also put in a new deck which they to wait for the plumbers to finish. This drain clogged up every 1 1/2 month and they would come and snake the line to open the clogg this time it only lasted 2 weeks before it clogged up again. I called the guy who set everything up and he sent ***** out on next day day to snake the line. I talked to **** who the instillation manger and he and ***** came out on Tues. They looked around and put a camera in the drain just like ****** did and came up with same place that ****** said the clugg was and it was not where they tunneled too. **** took a bunch of pictures and told us that he did know how to fix the problem and want to show the pictures to some other people to see if could come up with to fix it. Never heard back from **** and I called him 6 - 7 times and that brings us to now and I have just hired a lawyer to *** them our money back. It will cost another $10,000.00 to fix and $5,000.00 to repair the new deck.

  Business response

  08/29/2023

  Hello ******************. My name is **** and I am the compliance manager. I am terribly sorry for the lack of communication and that you were not happy with the service provided. I have reached out to the regional manager and ask that you give me a couple of days to connect with him and get to the bottom of this situation. I can assure you that I will get to the bottom of this and meet you with a solution. 

  Customer response

  08/29/2023

  I am  rejecting her responce since I talked to the reginial manager down here, **********************; last Thrusday 8/24/23 and I told I wanted my money back and gave him until 9/3/23 to give my money back to us, the whole amount of $26,250.00.  He told me that he would take care of it at once.  They did not do the job which is on the proposal and did not fix the problem,  **** if you need more info. you should check with *****.

  Business response

  08/29/2023

  Hi ******************. I have since spoken with the general manager and we will be working together to make this right, immediately. A representative from Air Pros will be reaching out to you shortly. I am extremely sorry for the experience that you and your wife has had and hope you will allow us to make it right, as quickly as possible. 

  Customer response

  08/29/2023

  I am rejecting this response because:   I will be waiting to hear from them before 9/3/23

  Business response

  09/19/2023

  Hi ******************, 
  It is my understanding that our local office came to an agreement with you to adjusting the billing and provide you with a refund. I have since tried to reach out to you and left a voicemail to get the information confirmed and proceed with the refund. I hope to hear from you soon so we can get this taken care of. 

• Initial Complaint

  07/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  June 20 2023 we paid $29,490.16 to Dallas Plumbing and Air Pro for a new a/c unit and all new air ducts, heat pump. Job was not completed correctly. Only one air duct was replaced, didnt give me the carrier a/c unit I asked for and damaged one of my bedroom ceilings. I know for a fact an a/c unit and heat pump dont cost this price they charged. They took advantage of a senior citizen with demetia and a retired military vet. First day they sent an employee to do a service call and then the employee claimed the coil unit was rusted. They showed fake photos to my wife and convinced her the a/c unit was leaking. Which lead her to believe she needed a whole new a/c unit. We had the manager come look at the work the two employees completed. He took photos and said even himself they messed up. He never called back to fix the situation and the a/c unit does not blow cold air efficiently. Want to take legal action against this company for non completion of work.

  Business response

  07/10/2023

  Hi *******, I am sorry you feel that our tech did not properly do the job. From our notes, I see that we provided you a 15% discount. The original price for labor and parts/equipment was $34,659 and with the discount, you were invoiced $29,460.15 for rusted coils, leak repairs, bad capacitator etc. I understand that our field supervisor went to the property to check the work that was done and agreed that we could go in and fix things, of course with no extra charge to you and when the install manager tried to get in contact with you, they left messages and have been unable to connect since. We are more than happy to go back out to do the few improvements at whatever date and time work for you. 

  Customer response

  07/19/2023

  I am rejecting this response because:   Work was not to my satisfaction, did not receive carrier a/c I asked for and they damaged the ceiling in one of our bedrooms. Also was suppose to replace all air ducts and they only replaced one.

  Business response

  08/29/2023

  Hi *******. I understand that the work was not completed to your satisfaction which is why we have been trying to contact you and get a team out to make all necessary corrections to the original work that was done. We are more than happy and willing to rectify the situation, at no additional cost to you. 

  Customer response

  09/07/2023

  I have reviewed the business response and will accept them coming out to my house to repair their shortcomings.

  1.  Install the carrier condenser and air handler. 

  2.  Correctly run the flexible ducts where there is no restrictions or pinched offed air flow.

  3.  The replacement of the old flex duct to the kitchen.

  4.  Repair of my ceiling where the installer damaged.

  5. Correctly terminate the thermostat wires in side the air handler so there are no open wires and wire nuts accessible persons in the attic.

  6.  Install refrigerant caps on the condenser unit(3)

  7.  Certified Electrician(***** Licensed)to inspect the wiring to meet code.

  8.  Properly file a Permit in ******, ** for remove and install of the air conditioner.

   

*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. ↩