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:07/22/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Hi.
  I wanted to share my horrible experience with Dellamora in **********. My furnace was suddenly not working on December 04, 2021. I called three companies to fix the furnace. Dellamora was the second company to fix it. the first company fixed a swtich and when i called again because the furnace was not working, they did not call back. Therefore, i called dellamora and here is my experience:
  1. Della Mora gave me the same error/faulty part that the first company recently fixed.
  2. I called Dellamora to discuss this issue with them, but they never returned my call in spite of my numerous attempt.
  3. I was forced to call a third company as it is already December and it is cold. The third company found out a different issue than what Dellamora technician stated. The third company technician was highly qualified and fixed the furnace properly.
  4 . Dellamora is trying to falsely charge me for their horrible customer service and inept technician a $195.
  
  I strongly believe that Dellamora should not charge me for their horrible customer service and wrong diagnostic. Dellamora should be sorry for wasting my time, effort and money. The $195 false fees should be waived completely and dellamora should work on improving their customer service and their technician capabilities.
  
  I will be attaching an invoice from dellamora as well as the reputable company that fixed my furnace as a proof of the aforementioned facts.
  
  Thank you
  *****

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 8, 2022/08/18) */
  The statement ***** is making is false. We were called out by him to diagnose what was wrong with his furnace on 12/3/21 as he reported he had no heat. Our technician diagnosed the limit switch as needing to be replaced. We offered to replace the switch but the customer did not want to pay for us to do this. ***** never informed us there was a previous diagnosis on his furnace nor did he inform us that this diagnosis was the same as our and that a previous company had already done the work. We never received any further communication from ***** about our service until 7/15/22 when he emailed us because we sent him to collections after sending him a certified letter stating his account would be turned into collections if not paid. Prior to the certified collections letter, we also made several attempts to collect by calling ***** and emailing the outstanding invoice we never received a response. Has we been informed there was an issue with out diagnosis at the time of service or shortly there after we would have attempted to resolve the issue. I have attached a copy of the certified letter we sent to ***** on 2/25/22 and a copy of his e-mail to us on 7/15/22 which also includes a copy of the email we sent him on 1/20/22 stating his invoice was past due which he never responded to until 7/15/22 after being sent to collections.
  
  
  Consumer Response /* (3000, 10, 2022/08/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Unfortunately your statements are not tethered to the truth, or you are unaware of the detail of the incident. Here are the facts:
  1 - I called your company asking for your service and when your technician stated the same part that was fixed prior by another company, I suspected something is wrong with his diagnostics. I called your company the same day and another technician (Technician 2) answered the phone and was reading me the report written by the visiting technician (Technician 1 ). I asked Technician 2 if i can talk to the technician 1 who inspected the furnace, and the answer was no. I have to make the payment first and then technician 1 will call me later. I insisted on talking to technician 1 about the report since I did not receive an clear explanation of what is exactly wrong prior to making the payment, and Technician 2 said technician 1 will call me next day. No one from your company has called me since then about the report at all up to today. By you saying I never contacted you is a clear falsification. This was in December and i had to find another reliable and prompt company to fix the furnace immediately.
  2 - I called *** ******* company that came out the same day and found out a completely different issue and fixed it and got paid immediately (double of what you were asking for) which negates your made up hint of me not willing to pay your fees or communicate with you. *********** technician was top notch, honest and reliable. I called him, he called back in a few hours and promptly fixed the issue. See attachment from ****** review.
  3 - Dealing with a rip off company that comes and tries to replace the furnace is very common in that field and I have seen it a few times. I am paying for for your diagnostics and I should not tell you what the other company found out because it is your job to discover the issue just like *** ******* company.
  4 - I pay for services not for someone to come and rip me off for couple of times and then tell me your furnace needs to be replaced. This is why I paid for *** furnace because their technician was honest and efficient.
  5 - You sent me a mail on a wrong address and therefore i did not receive it. You should have called me on my cell!!!. Once i received your email, i answered it affirming that I received no service from you and it was a real wast of time and horrible customer service. By not even returning my calls to tell me what is wrong with my furnace and after 3 months blatantly ask for money you do not deserve are a horrible customer service that you should apologize for.
  6 - Once I received a collection mail pertinent to your claimed services and fees, I called the collection agency immediately explaining the situation and sending them proving documents. The collection agency has cancelled my account from collection after reviewing all the facts. See attachment (CCS).
  7 - Ask your self the following questions, why did I ask for your service? Why I sought *** heating company to fix my furnace and not your company? Why I paid *** heating company double the fees fees immediately and left good reviews? I think good companies deserve a good review while unprofessional companies need to focus on offering a better customer services and an honest diagnostic just like *** heating.