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:12/11/2024

  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.

  We bought a house that had 5 mini splits purchased and installed by them at a cost of over $17,000, the receipt and paperwork came with the house. They stopped working and we called to have them serviced/repaired. When they came they told us that the units were hooked up wrong from the start and they had no idea how they ever worked because they were installed so poorly. They then billed us $470 gave us a quote for $1700 to "possibly" fix them and left. They are still not working. We have called and emailed to request that they repair them at their cost, as they installed them incorrectly. We are not getting a response. We were also not given a receipt or anything in writing describing what was done, despite numerous requests. A very unprofessional company.

  Business Response

  Date: 12/13/2024

  ***** ******** called in on 11/26/24 to ask for a
  maintenance check on his ********** that were installed by Duncklee for the
  previous owner on 4/27/15.  At the time
  of the call, he said they were running but would short cycle, and he would have
  to restart them.  Dez explained the
  hourly rate and made an appointment for 12/10/24 for a maintenance check on the
  units, which he hoped would solve the problem. Dez made sure to note in the
  call that the customer did not know the last time it was serviced.
  Glenn arrived on 12/10 for service.  The only person home was ******* son.  This is when Glenn found the *********** were
  not working at all.  Glenn proceeded to
  work on the system for almost 2 hours, and with ***** still not home, he
  relayed his findings to ******* son, who handed Glenn a credit card to pay for
  1.75 hours.  Glenn then wrote up an invoice
  before leaving, which was emailed to *****.
  Glenn never told anybody that the units were hooked up wrong
  or that they were installed poorly.
  Duncklee was unaware that the *********** were not working
  until Glenn arrived on scene.
  The customer was never present during the service.
  At the end of the day on 12/10/24, Dez received a phone call
  regarding * ******** *** *****, we assumed she was ******* wife.  The woman speaking (who we now know is
  ******* ********-********) wanted to know where the charges came from.  Dez explained that the invoice was emailed to ********************, to which she
  replied “oh, he didn’t check his email yet”.  Dez pulled up the invoice to read the customer Glenn’s explanation of
  work.
  
  “WORK PERFORMED : checked out the ********** heat pump
  system and found all the unit run then shut down. no error codes. talked to
  ********** tech support and found the outdoor unit and branch box not addressed
  right fixed all the dip switches. started all units into heat and checked freon
  pressures both reading low. maybe a leak or other mechanical problems with In
  the system. ********** recommend pulling the freon charge and weighing out to
  see if the pressure was lost. or to do a leak check to see if there is a leak
  somewhere and the units need to be cleaned. talked to the customer and they
  will decide what they want done.”
  
  Before Dez finished reading the whole description, ******* interrupted
  to say that she doesn’t understand why they are paying for anything when the
  system was not installed properly and that the tech told her son that it wasn’t
  installed right in the first place, which is untrue. Dez told her that she
  cannot help on the technical end, she can only read the description and the
  best person to speak to is Dan, our service manager, because he can explain the
  services done.  Dez informed ******* that
  Dan was already gone for the day but if she leaves a voicemail he will call
  when he is back in the office. 
  The heating and cooling system at * ******** *** ***** was
  installed by our tech expert who worked for Duncklee for 40 years.  The system was installed properly and we
  continued to do regular maintenance until 12/11/19.
  The truth is that the system worked for 15  years, and Duncklee hasn’t been to this
  address for the past 5 years.
  ******* did not allow 24 hours to pass before reporting to
  the BBB.  We have a proposed solution and
  resolution to the comfort problem with the system except we find it difficult to
  work with ******* don’t appreciate her lying in her complaint and behaving unprofessional,
  so we suggest you work with another provider to solve your problem

  Customer Answer

  Date: 12/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 95 % of this information is false. Yes, our adult son, who is 23 was home.  Why are you acting like a toddler was dealing with the technician?  He has a Master's degree.  Our phone numbers are in your system, so a worthwhile company  would have called us with the information.  So, this company did not.  Big surprise. 

  They did say they were hooked up wrong, though we were not aware that this company is so fraudulant that they would need to be recorded.  No, we have never received ANY PAPERWORK, RECEIPT, etc.  NEVER.  Though we have emailed asking for such.  

   Also, check your math,  or just look at the attached receipt, they were installed in 2015, so they are 9 years old.   You are a shameful company and I will share my experience loudly with everyone and anyone I can. Shameful. You sold those to an elderly couple and took absolutely no pride in any of it.  I'm appalled. Over $18,500 dollars billed to an elderly couple on a fixed income.  I see how you do business.

  
  
  
  Sincerely,
  
  
  
  ******* ********-********

  Business Response

  Date: 12/24/2024

  12/24/2024
  Here are the summary of the facts
  1. We installed a new system for the previous homeowner, not the ********s.
  2. Since the installation in 2015 for the previous customer, we continued to maintain the system for the previous owners with routine maintenance since 2019 and during that time no service calls were placed for a malfunctioning system
  3. We have not seen or touched the system since 2019, so we cannot be sure another company was not there in the 5 years between our last visit and the ********’s purchase of the home.
  4. Our technician never said it was installed incorrectly.
  5. Our fees are due and payable for our diagnostic time which was agreed to and signed by ********’s son. These fees were explained over the phone when the ********’s placed the service call and they agreed to the terms and they gave us there credit card info to make the service appointment.
  6. We have sent emails for work done multiple times to the email address given to us and verified by the ********s.
  7. We gave the ********s a quoted budget to correct the problem.
  8. After experiencing ********’s belligerent, abusive and unprofessional behavior to my staff we stopped direct communication with the ********s, including a detailed estimate to correct what we found on our initial service appointment.
  9. We suggest the ********’s hire a different company to service the system.
  10. We will not be refunding the fees for the ********’s service.
  11. If the ********* wants a refund, we would consider a settlement agreement.