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:05/21/2024

  Type:Billing 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 received a service from D&A in December. Paid for that service on the invoice in full which they didnt itemize. The technician- ****, who came out let me know if I needed any additional service to contact them. I was pleased with the first service so I contacted ****, their employee, with a new issue I had with the thermostat not working on 5/16/24. *** asked D&A prior to not communicate any issues regarding ir with my tenant. **** went out of their way to tell them how to use it. **** nor D&A notified me of a dispatch fee prior to commencing any sort of service. They did not tell me the cost associated with doing a diagnostic. I reached out to the office regarding the matter where the owner ****** falsified giving me a diagnostic fee discount. I called ****** to resolve the matter as I shouldnt pay a fee given they didnt disclose the cost of service, and I had no knowledge of such as it was included but not itemized on my prior receipt. ****** got very aggressive on the phone, let me know I was on a recorded line so I let him know I was going to begin recording the conversation. In the recording he calls me a *****, tells me to shove it up my ***, and proceeds to try to discuss my financial situation with him. ****** was not recognizing his employee failed their policy. ****** claims I bypassed the office. However, I was doing what their employee instructed me to do. The employee even told me to call him directly again to prevent any dispatch fee next time. Which is telling me to bypass their office. At the end of the call he tells me hes going to waive the fee. We hang up. He then proceeds to text me harassing me about my personal criminal background when I was 20 years old, threaten me, and proceeds to ****** and view my LinkedIn profile to view more personal information of myself. I am scared for my property, my tenant as shes a single mom, as well as myself because he made verbal threats to myself and my mother who called in as well. Its unethical

  

  Business Response

  Date: 06/13/2024

  I will first address the initial accusation of the fee charged. It is standard to charge $149 for all service calls in our company. If there is additional time spent of course there are further charges added.  The technician found the issue was due to user error and didn't feel it was necessary to charge beyond the fee for dispatch. The customer called asking to speak to a supervisor as she didn't understand why she was being charged. We politely explained the reason by email, which the customer did include in her attachments. She was not satisfied with that explanation as it seems she felt that since it was not told to her when she made the appointment it was unreasonable.  The customer was an existing customer and the technician didn't realize she was unaware of what is a common and standard procedure. If we didn't charge a dispatch fee the customer would have been charged hourly for the time it took to address the issue, and the bill would have been the same. 

  The customer had an email/text/phone conversation with one of D&As employees, and I am sorry to say those conversations were outside the standards we aim to keep. More than one of our employees was present during those conversations and they have said that no threats were made. In the text messages included by the customer, where our employee says he had warned the customer it was meant to indicate that he had advised the customer that the calls were being recorded. It was not a threat, simply a response to why he was legally authorized to record the call, as he had notified her prior. The customer did not provide the same courtesy/legal requirement. 

  The customer is not in any danger from D&A or it's employees and no contact has been attempted since the bill was paid. While we do regret that the matter escalated to this point, some of the accusations are exaggerated and one sided. It would not be helpful to get into a he said/she said argument as the matter is over and that would not benefit either party. 

  The customer is not seeking a resolution as there isnt one to be had. The bill was reasonable and legitimate and paid. We have no intention of contacting the customer nor her tenant. Any employee issues will be handled internally. 

   

• Initial Complaint

  Date:02/08/2024

  Type:Billing 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.

  D&A installed our new heat pump system in August 2023. Though satisfied with the product itself, we feel that D&A ultimately have cost us $2,000 more than expected and we'd like to get an outstanding $1,000 rebate returned ASAP.After install, D&A told us they'd forgotten to put an expected piping buildout in the quote and we owed an additional $1,500. They offered $500 off for their mistake so that we would only owe an extra $1,000. We'd likely have made a different initial system decision if we'd known about this charge up front. By the time we were told this cost, the entire system was already installed so we felt we had no choice but to pay the extra cost.When it first froze in October, our house wasn't getting warm and D&A found when servicing that they'd forgotten to plug in two of the wires on install, so it didn't heat for the first 2 months. We were also supposed to get a free first maintenance. D&A said maintenance had been done by the tech who came to troubleshoot but he didn't say anything. When we mentioned this, D&A said it just involves changing the filter since the system's so new. I've attached photos of the "new" filter taken less than 48 hours after the servicing it's clearly full of pet hair and dust, leading us to not believe that they did change the filter/perform any maintenance us.D&A said that they'd file our *********** rebate for another $1,000 back. Six months after install, D&A still haven't filed our paperwork. We've have tried to be patient but after regularly inquiring since August, we've stopped getting responses from *** (owner), who D&A said is the only person who could help us. D&A has assured us we're within the filing window but that really isnt the point the point is that we are out another $1,000 after the additional upfront surprise charge.Thus, the effective cost of our HVAC system was $2,000 more than expected because of D&As mistake in their estimate and lack of follow-through in filing our rebate.

  

  Business Response

  Date: 03/05/2024

  Customer contacted D&A ********************** and Air for an estimate July 2023. After a home visit ***********************, the owner and lead salesman, emailed a custom quote which included multiple options. ****** and **** (customer) spoke about the options after the quotes were sent and ****** clarified that the option **** was leaning towards didn't have the *** Install Kit (it was included in other quote options) and that would need to be added. **** confirmed understanding and approved of this change prior to installation. Customer also altered the quote to include a water heater.
  
  
  Customer contacted us in October after his system was installed. He advised the heat was not working properly and scheduled an appointment. **** was assigned to the work order and corrected the issue. While **** was still at the customer's home he asked about having the maintenance completed. **** advised the customer that the system was very recently installed and didn't require maintenance. He recommended changing the filter, this is something to be done every 2-3 months. **** did not change the filter and did not intend to communicate that he did. His recommendation to change the filter was just recommendation. Technicians do not carry all sizes/types of filters as there are too many and changing filters is not part of the free maintenance. If the technician was carrying the appropriate filter he would have gladly changed it as a courtesy, but this was not the case.
  
  
  We recognize the customer has contacted our office at least twice, per phone records, to inquire about rebates. We do apologize that the customer did not receive a call back for each call, though it is important to note that ****** and **** have spoken after the installation about the rebates and **** was told ****** would check on his qualification. The past couple months have been a heavy season with many emergency no heat calls. It is also important to note that rebates are third-party, issued by ************ We do not promise rebates as part of our agreement. After receiving this complaint ****** did look into what the customers system would qualify for and unfortunately he (****) does not qualify for the available Xcel rebates. Our team chooses the most efficient parts that work with the customers system, space, and needs. We are restricted by existing factors, including the space where equipment is being installed. Our team installed the largest coil they could for the space. Xcel requires a larger coil than what could be installed to qualify for the rebate. 
  
  
  In response to the specific complaints the customer has presented: 1) Maintenance-Maintenance has not yet been completed, the customer still has a spring and fall maintenance available. There seems to have been misunderstanding about the filter as the technician does not claim he changed it, which is clear by the photos presented. 2) Costs added after installation- All changes to the quote were discussed PRIOR to installation. We pride ourselves on honesty and customer satisfaction and would not add costs to an invoice without customer approval. It is also important to note that there was no mention of this matter until this complaint was filed. 3) Rebates-D&A Heating and Air does not issue rebates, these are reviewed and distributed by ************ We have confirmed that the customers equipment does not qualify for any available rebates at this time.