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:12/09/2023

  Type:Service or Repair 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.

  Dr Air installed a new Rheem AC unit and I was told in front of a witness that they would stand by their work and warranty the new AC. It quit working due to an installation error and they fixed it. However the coil is leaking condensation water into the tray below which apparently has a crack in it and is leaking water onto my ceiling and floor below the AC unit. They refuse to do any warranty repairs because when cleaned up the water spill I noticed about where the tray was leaking. They said I should not even look at it and said I pissed them off and they want nothing to do with me. I never touched the AC unit. So I have a brand new AC that I can’t use because it will leak condensation water everywhere. All I want is for it to be repaired and not leaking water!

  Business Response

  Date: 12/20/2023

  8/17/23 - Completed HVAC Inspection at this address for the homeowners (Sailers), At this time I recommended that the unit be replaced. 

  10/7/23 - Installed a new 5ton Rheem gas split system in the attic above laundry room. Sometime between 10/7 and 10/30 the complaint, Mr. Cook, had a home inspection and found that the secondary pan was almost full of water and unit had only a 11* degree split. 

  10/30 -  I arrived at the residence and found front door open.  I checked the realtor box on the front door and found it had not been used to open door. I proceed to enter residence and announce myself as DR Air and I am scheduled to be here for repairs. At this time a gentleman came out from the master bedroom, I introduced myself as Ron with DR Air and was here to make some repairs, I asked him if he was the homeowner or buyer agent, he responded: "No sir, I am buying the home" I then asked him how he got access to my client's key to the house. he told me that when the painters opened the contractors lock box he watched over their shoulder and then remembered the code so he could access the house. He then reached into his pocket and displayed a badge to me and said, " Don't worry, I am a retired officer, you can trust me" I told him "Sir you just broke into my clients home illegally by using the contractor box that you looked over the painter's shoulder to get the code. You are trespassing and need to vacate the property!" He then asked me if he can I please tell him a couple of things before I leave? I said, "What sir?" During this time, we are talking I am grabbing ladder to access attic to unit, and he says, " I was just up there and looked and saw it was holding water and I adjusted the flue vent, I didn't like the way it was". I said, "you touched the unit and adjusted the flue?" He said "yes" I said "please don't touch the unit". I have to make repairs at this time I removed the clogged drain, I took him outside to show him it was draining correctly. I contacted my client's realtor agent and told her that the buyer had gained wrongful access to the house and that I had asked him to leave the property. His agent, which is his Ex-wife, phoned him and told him to leave immediately. Before leaving, he signed off on the condensate repair and that the pan was draining properly. After Mr. Cook left, I found a small crack in the suction line and made arrangements to do repair with my client's agent. 

  11/9 - Dustin and I made repairs and charged unit back to factory specs.

  11/19 - Mr. Cook contacted me and stated that he was in the attic checking out the AC and the secondary pan was holding water. 

  11/20 - We traveled back to site, and once again explained to him that he could not be up in the attic crawling around on unit and checking on it, that he needs to have a professional do it. We explained to him that there was no humidity, and the unit should not be making that much condensation, and we would be back in touch with him. We did test the unit again and showed him unit was still running at factory specs. At 1:00pm Ron and Dustin, both owners of DR Air llc, met with Mr. Cook and went over everything and showed him digital report that the unit was back to running at factory specs. Mr. Cook signed receipt agreeing unit was repaired and running back to factory specs.

  12/8 Mr. Cook texted me, once again stated he was putting water in the pan and that now it was leaking into his laundry room, and he put silicone on the secondary pan where it was leaking. At that time I Called Mr. Cook and explained to him he broke his drain pan crawling around in the attic and he could not be making repairs to unit and that he was warned when he adjusted the flue on furnace and was told several times not to be climbing in and on the unit in attic and that the pan would not be warranty due to it never leaked water from the original repair when pan was full of water and didn't leak until Mr. Cook had been in the attic several times after original repair was made, did the crack happen. Therefore, DR Air llc would not warranty pan due to Mr. Cook climbing on it and around it, then trying to repair it himself and that the coil being replaced was only an option but need to discuss with manufacturer why coil was producing so much moisture. After speaking with manufacturer, they agreed coil is good and working as it should be per digital reports (Atttached). 

  Business Response

  Date: 01/05/2024

  DR Air will send Mr. Cook a check in the amount of $654.00 today 1/5/2024. This should then close this case. Thank you. 

  Customer Answer

  Date: 01/11/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20982280, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  Brian Cook
  
  
  
   
  

• Initial Complaint

  Date:05/22/2023

  Type:Order 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.

  This company was recommended to us by a relator, so we had them out for a bid. The man, I believe his name was Ron, said he was the owner, and that he would install an HVAC system for $6500. It included regular scheduled Maintenace. I paid and it was installed. On the installation day, I told him it was not cooling my home office at all. He insisted on an additional fee to cool the one room, which I refused, so he left. For two years he did not provide the promised service, but we decided to give him a second chance, making an appointment for him to do the Maintenace. He showed up and did not provide the service, saying he would only do it when we had him install a separate Mini split to cool the room at an additional high charge, somewhere above three thousand dollars. Being desperate with the Arizona Summer approaching, We agreed to the installation, but on the day appointed, instead of doing the maintenance, the mini split install or even bringing the receipt his office had promised, he falsely accused my wife of yelling at him, which she did not do as she had not even seen him that day. He made it up. Further attempts to get a simple printed receipt for the original HVAC install have been answered with nasty messages like, "Buy a printer! Clean your house and find the original," "DR Air has the right to refuse service to anyone! And you received that right BUDDY!," plus "Enjoy the heat summer," complete with mocking, laughing emojis. So now, two years after the $6500 install, they still are refusing us a printed receipt like any normal business should give and they did not do the Maintenace which was part of that original deal. You actually DON'T have the right to refuse service to someone after entering into a deal, taking and keeping the money.

  Business Response

  Date: 06/05/2023

  March 2021 Installed a 5ton heat pump, unit comes with a 10-year parts warranty and a 1-year labor warranty. No mention of a maintenance contract was mentioned or implied. 

  April 2023 - Was Called out for AC Tune up. While we were there, Kit stated that his portion of the house was always hot. He has a mini fridge, Multiple Computer Monitors, 50+" TV and other electrical things on this room, Causing the room to remain warm. Ron suggested to add a mini split system. Kit agreed. An Install date was set for May and at that time we would complete the tune up. Kit asked that the install invoice be put in Loretta's name. When the office changed the names and emailed to her, Loretta called the office and started yelling at them that she was NOT going to pay for this upfront, as she been recently scammed in paying in full for another job. Once it was explained that this was just an estimate / work order she calmed down. This is when Kit asked for a copy of the original Install invoice. This was emailed to him, but his printer was out of ink, he wanted a hard copy. 

  May 2023 - the first tech arrived to install the mini split system; this job was scheduled for two different crews. Loretta started yelling at him that she needed the coil cleaning completed first She was the person paying and he was going to do what she said. The tech then called Ron, who was about to pull in. When he got to the location, Kit was in the front yard and started yelling at Ron and even flipped him off. That is when Ron said that the job was canceled, he was not going to have his crew or himself yelled at/ talked to / or treated this way. This in turn led to more obscenities from Kit, in which Ron replied that we will not be back for any services, Enjoy your summer. Later that day, office received a call from Loretta begging us to come back and install the mini split and clean the unit. She would even get on her knees and apologize for her actions; we declined as we thought it was better to just walk away. No money was received for any of the above work. The tech was sent to the job with a hard copy of the install invoice to hand deliver. 

   

  Thank you