Complaints

This profile includes complaints for Del-Air Heating, Air Conditioning, Plumbing And Electrical's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Del-Air Heating, Air Conditioning, Plumbing And Electrical has 12 locations, listed below.

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  Del-Air Heating, Air Conditioning, Plumbing And Electrical

  1000 Business Center Dr Lake Mary, FL 32746-5585

  
• 

  Del-Air Heating, Air Conditioning, Plumbing And Electrical

  2171 Ray Goodgame Pkwy Ste 130 Clermont, FL 34711-8793

  
• 

  Gator Air Conditioning

  6216 28th St E Ste 1 Bradenton, FL 34203

  
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  Del-Air Heating, Air Conditioning, Plumbing And Electrical

  11255 Distribution Ave E Ste 1 Jacksonville, FL 32256-2775

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  Del-Air Heating, Air Conditioning, Plumbing And Electrical

  950 Bell Rd Sarasota, FL 34240-9508

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:06/08/2025

  Type:Sales and Advertising 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.

  On Aug 23, 2024 I paid for an annual membership with Del-air heating and air conditioning. This membership was just under $300. On June 8 2025 I called to get a service completed on my AC unit and was informed that my annual membership had been cancelled and they could not tell me who canceled it and they did not issue me a refund. They stated I would have to pay again for another membership to reactivate it even though I already paid and had yet to utilize the service. This type of bait and switch business to take someones money and not honor their contract is not the type of business I would expect from Del-Air.

  Customer Answer

  Date: 06/09/2025

  Del-air contacted me today and explained that in the process of relocating offices to ************, there was some issues with transaction transitions. In as such my membership didnt transfer and indicated a cancellation.  They are reinstating my membership and are offering me an address free if charger due to the issue and trouble it caused.   I feel the resolved the issue quickly and satisfactorily.  

  Business Response

  Date: 06/10/2025

  ****** ******
  ********************
  Phone: **************
  Email: *********************************
  We truly appreciate Mr. ****** bringing this matter to our attention and apologize for the confusion and inconvenience he experienced with his annual membership.
  Upon investigating his concern, we discovered that the issue originated during the transition of his account to a new service location. The membership, originally purchased on August 23, 2024, was not properly carried over when service began at the new address. This resulted in the membership not appearing active in our system, leading to the unfortunate and incorrect communication that his plan had been canceled. We acknowledge that this was an internal oversight, and we take full responsibility for the error.
  Once the issue was identified, we contacted Mr. ****** directly, explained the situation, and confirmed that his membership remains valid. As a gesture of goodwill and to restore his trust in our company, we offered him one free visit, which he accepted. He expressed satisfaction with the resolution and stated that he would be removing his review. Were also happy to report that a maintenance visit has been scheduled for Friday to ensure his system is in proper working order.
  The root cause of the issue was the failure of our system to reflect membership continuity after a service location change. This is not a training-related error but rather a gap in how membership data transfers across accounts tied to different addresses. We are actively working to ensure that such oversights are prevented in the future.
  Mr. ****** expressed that he is very satisfied with how the issue was resolved and confirmed that he will remain a loyal customer. Were grateful for the opportunity to correct the mistake and deliver the service he rightfully expected.

  Customer Answer

  Date: 06/10/2025

  I am satisfied with results. Only conflict I have with the statement is that they state in message that they offer one free visit and on phone they stated they were providing an additional year membership.  

• Initial Complaint

  Date:06/02/2025

  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.

  Home A/C UV Light installed by DEL-AIR not working. We want DEL-AIR to fix the defective UV Light at no cost to us.

  Customer Answer

  Date: 06/06/2025

  Thank you for the BBB assistance. Del Air honored the replacement of the A/C UV light. The issue has been resolved and I will like to close the complaint. 

  Business Response

  Date: 06/10/2025

  ******** ******
  *****************
  Phone: **************
  Email: ****************************
  We sincerely appreciate Mr. ****** taking the time to share his concerns, and were very sorry for the inconvenience and frustration he experienced with his ** light installation. We value his loyalty as a long-standing customer and regret that this particular situation fell short of the standard of service he has come to expect from us.
  After receiving his complaint, we reached out to Mr. ****** directly to better understand the issue and investigate thoroughly. It was determined that the ** light was not functioning properly due to a wiring issue that appears to have existed since the initial installation. We understand how frustrating it must have been to receive conflicting explanations from multiple technicians over time, and we take full responsibility for the miscommunication and the oversight.
  To resolve the issue, we are sending a qualified technician to replace the bulb and ensure that the ** light is correctly wired and functioning as it shouldat no additional cost to Mr. ******* He expressed appreciation for the prompt response and stated that he has never had an issue with us in the past. He was pleased that we were taking ownership of the matter and handling it quickly. He also mentioned that once the bulb is installed and the system is working properly, he would be happy to remove his review.
  The root cause in this case was improper wiring during installation and a lack of clear, consistent follow-up by our service team. As a result, we are using this as a training opportunity to reinforce proper installation procedures and the importance of technician communication with customers to ensure all systems are tested and verified before closing out a job.
  We will be following up with Mr. ****** again in the morning to finalize the service appointment and complete the repair. Were grateful for the opportunity to make things right and are pleased to have retained Mr. ****** as a valued customer.

  Customer Answer

  Date: 06/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/29/2025

  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.

  Del-Air came out on 5/28/25. Technician arrived about 8:30pm. He could not determine the problem keeping the air conditioning from running. At one point he was just replacing parts to try and resolve the issue. At 11:00pm he said he could not fix the problem and would return the next day with another technician. He explained he would arrive by 9:00am. He collected $99 even though he didn't fix anything nor did he know what was wrong. At 10:00am the next day no one had arrived. I tried calling the number he called from the day before, no answer and no return call. I called the main number and was told I was on the schedule for that day, but no time could be specified and I would receive a call with a time. At noon I contacted them again and was told a senior technician would be there between 6:00pm and 8:00pm. I told them I didn't want the same technician that could not diagnose the problem the day before. At 8:00pm no one had showed. I called and was told the appointment had been rescheduled. No one bothered to contact me. At this point I am furious with Del-Air! Multiple broken promises, unqualified technicians and out $99. Horrible business.

  Customer Answer

  Date: 06/01/2025

  Del-Air contacted me after receiving notice of the BBB complaint.  I explained that I had made arrangements for another firm to arrive Saturday morning (the following morning) to troubleshoot the issue.  The person from Del-Air encouraged me to allow them to come out to address the issue.  I agreed that they could come back out and be there with the technician from the other firm I contacted.  We agree upon 10:00am.  I was assured that a senior technician from Del-Air would be there at 10:00am.  At 9:45am a technician with the other firm I contacted arrived.  No one from Dell-Air showed up, once again a no-show.  At 10:15am the technician from the other firm found the problem.  When the installers from Del-Air installed the system, they spliced the low voltage conductors in the low voltage wire going from the air handler to the compressor.  The splice was done with wire nuts and buried in the ground next to the compressor so it could not be seen.  As was inevitable, the connections corroded and failed as they were underground and not properly protected.  By 10:45am the technician had made the repair, the system was running and the home was cooling down nicely.  At 11:50am I received a call from a technician with Del-Air telling me he was at the security gate.  I explained he was 2 hours late.  He said he didn't know anything about that and that he was just told to go to the address.  I would not allow him in the complex as there was no need.  The poor workmanship issue from Del-Air's installation was diagnosed and repaired by another firm.  There was nothing left to do.  

  Business Response

  Date: 06/10/2025

  Jay Thompson
  FL 32821
  Phone: (813) 644-1247
  Email: [email protected]
  We appreciate Mr. Thompson bringing this issue to our attention and sincerely apologize for the frustration and inconvenience he experienced during his recent service interaction with our company.
  Our records confirm that a technician was dispatched on the evening of May 28, 2025. Unfortunately, the technician was unable to resolve the issue during that visit and committed to returning the following morning with additional support. We regret that this follow-up did not occur as promised and that no communication was made to inform Mr. Thompson of the change in schedule. This breakdown in communication is unacceptable and not reflective of the level of service we strive to provide.
  As a resolution, we have refunded the $99 service fee in full and have offered Mr. Thompson a discount on the final repair, once completed. We also reached out directly to listen to his concerns and ensure that his frustrations were heard and understood.
  The root cause of this issue was a lack of internal coordination and timely communication between our dispatch team and the technician, which led to multiple missed expectations. We are coaching both dispatch and the technician involved to reinforce the importance of proactive and transparent communication with customers moving forward.
  Mr. Thompson is currently scheduled for a service appointment on May 31, 2025, to complete the necessary repair. We are committed to resolving the issue promptly and to his satisfaction. While Mr. Thompson was understandably upset, he agreed to move forward with the scheduled appointment.
  We appreciate the opportunity to correct the situation and restore his trust in our company.
  Sincerely,
  Karoline Leon 
  

  Customer Answer

  Date: 06/10/2025

   
  
  Complaint: 23395178
  
  
  
  I am rejecting this response because:

  The response is correct in that they agreed to return on May 31st at 10:00am.  They were a no show at 10:00am, once again.  At just before noon the technician called to say they were at the security gate.  By this time the problem was discovered and repaired by another AC firm.  In fact, the issue was found to be an installation defect committed by Del-Air, who originally installed the system.  Additionally, the $99 was not refunded as stated.  I had to dispute this charge with my bank who eventually reversed the charge.  
  
  
  
  Sincerely,
  
  
  
  Jay Thompson

  Business Response

  Date: 07/01/2025

  Dear Mr. Thompson,
  We sincerely apologize for the multiple missed appointments, lack of communication, and the frustration you experienced with our service. This is not the level of service Del-Air strives to provide, and we deeply regret that we were unable to resolve your issue or regain your confidence.
  After several attempts to contact you and offer a free membership as a gesture of goodwill, we understand your decision to proceed with another company. We have shared your feedback internally to improve our scheduling, technician qualifications, and communication processes, including implementing new texting tools to better keep customers informed.
  Thank you for bringing this to our attention. Should you ever consider giving us another chance, please contact me personally at [email protected], and I will ensure you receive the highest level of service.
  Sincerely,
  The Del-Air Team

  Customer Answer

  Date: 07/03/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23395178.  I don’t accept their response but want to consider the issue closed.   
  
  
  
  Sincerely,
  
  
  
  Jay Thompson

• Initial Complaint

  Date:05/29/2025

  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.

  I purchased mini split air conditioning units from them, and during their first year checkup on January 21, 2025, they stopped working. No one followed up with me, and after I followed up with them, they came out on March 13, 2025. They replaced the pub and the board shorted out. They came back on April 16, 2025, didn't have all of the parts they needed. They came out again on May 1, 2025, and couldn't fix it and couldn't give us a straight answer why. I called multiple times an couldn't get a response as to the problem. We then had an issue with our main unit on May 15, 2025, and that technician gave me the number to someone named *****, who was in charge of parts. I called him on May 16, 2025, and he told me that a piece he needed was no longer being made/was replaced by something else, so he needed "six pieces from six different places." I hadn't heard from him, so my husband followed up with him this week, and no response. I started requesting the documentation, which prompted the company to call me and ask why I was requesting it. I explained what was going on, and she told me that they were waiting on "the board" and "other components" but she couldn't name the components or where they were coming from. I asked when the board was ordered and she said May 17, which means even after the May 1 visit they didn't even order it for 16 days later, and now they are saying it is on backorder and can't give me an estimate of when it is coming. The woman, ****** I was talking to, also told me that ***** had "just gotten off the phone with my husband," which my husband said was not true/he still had not heard back from ***** after calling and texting. I have not had working mini splits since January, and I am concerned that they are not fulfilling their end of the warranty.

  Business Response

  Date: 06/10/2025

  Sarasota, FL 34231
  Phone: (540) 903-5516
  Email: [email protected]
  We appreciate the opportunity to address Ms. Wagner’s concerns and sincerely apologize for the delays and frustration she has experienced throughout this process.
  Following her initial report of the issue during the January 21, 2025, annual maintenance visit, our team returned on March 13 to begin the diagnostic and repair process. Unfortunately, the replacement of a component led to a shorted control board, and further appointments were required to identify and resolve all underlying issues. Complications were exacerbated by a lack of component availability, as one of the necessary parts was discontinued by the manufacturer and had to be sourced from multiple suppliers. This contributed to delays in completing the repair.
  After reconnecting with Ms. Wagner on June 10, 2025, we were able to speak directly with her to clarify the current status and next steps. The control board is being installed today, May 30, 2025, and we are committed to ensuring the system is fully operational following this visit. We understand her concerns about communication gaps and acknowledge that internal coordination, particularly related to part sourcing and customer updates, did not meet expectations. We are taking steps to address that internally.
  Ms. Wagner has a 10-year parts and labor warranty on her mini split system, and as such, no charges have been incurred by the customer for repairs. We believe the root cause of the ongoing issues stems from electrical inconsistencies following a home remodel, which contributed to the failure of the system components.
  We are hopeful that with today’s repair, the system will be restored to full function. Ms. Wagner expressed a more positive outlook following our most recent conversation and indicated that her review or final opinion may depend on the outcome of this service visit. We value her as a customer and are confident that once repairs are completed, she will continue to trust us with her HVAC needs.
  We remain committed to honoring the warranty and ensuring customer satisfaction.
  Sincerely,
  Karoline Leon

  Customer Answer

  Date: 06/10/2025

   
  
  Complaint: 23393564
  
  
  
  I am rejecting this response because:
  
  
  

  The mini splits were not fixed today as the response said they would be. A technician came out to fix our main unit, which was also not working, and he said he was not there for the mini splits. When I called the office they didn’t know the status and were unable to give me any update on when the part for the mini splits would be in. 

  I asked to speak to  Karoline Leon and they said they didn’t know who that was.

  
  
  Sincerely,
  
  
  
  Shauna Wagner

  Business Response

  Date: 06/23/2025

  Dear Ms. Wagner,
  Thank you for your follow-up, and I’m very sorry for the ongoing confusion and lack of clarity regarding your mini split repair. I completely understand how frustrating it is to be told one thing and experience another—especially after already dealing with equipment issues.
  To clarify: while our technician was recently on-site to service your main unit, it appears there was a miscommunication regarding the repair status of your mini splits. I am personally looking into the part status and will ensure you receive a direct update with accurate information as soon as possible. I’m also following up internally to correct the handling of your call and make sure our team is aware of who to direct customers to when they ask for me.
  Please feel free to reach out to me directly at [email protected]—I want to be your point of contact moving forward to avoid further miscommunication and make sure your repairs are completed without additional delay.
  I sincerely apologize again for the inconvenience and truly appreciate your patience as we work to make this right.
  Warm regards,
  Karoline Leon
  Del-Air Heating, Air Conditioning, Plumbing & Electrical
  [email protected]

• Initial Complaint

  Date:05/26/2025

  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.

  Two del air people came out to do Maintenace to ac unit. Said I had a bad coil that was not worth fixing. One employee turned out to be a high pressure salesmen tried to get me to commit to a new ac unit today had to be today to get a deal. Had a bad feeling about the entire situation said no I will get back to you. Call another ac company for second opining and quoit. They told there was absolutely nothing wrong with my system. Called del air, told them what happened with their tecks. told them to do something about it so it does not happen to other people and candled my contract because I don't anyone from their company in my condo again and I sinned with the company that told my unit was fine. They said they would take care of it. Then they billed after trying to scam me.

  Business Response

  Date: 06/06/2025

  Dear Mr. ************** you for reaching out and bringing this matter to our attention. We sincerely apologize for the experience you had with our team. Your concerns are valid, and we take them very seriously.
  Were sorry to hear that you felt pressured during the service visit and that our assessment of your system did not align with the second opinion you received. Thats not the experience we want any of our customers to have. Our goal is always to provide honest, professional service and clear communication so you can make informed decisions about your home comfort.
  We also understand your frustration in being charged after canceling your agreement and expressing your concerns. We are currently reviewing this issue internally to ensure its handled appropriately and to prevent similar situations from happening in the future.
  We appreciate your feedbackit helps us improve. A member of our team will follow up with you directly to confirm the resolution of your account and ensure no further billing occurs. If you have any questions or if theres anything further youd like to share, please dont hesitate to email me at **********************************************************.
  Sincerely,
  Del-Air ************* Team

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23378282
  
  I am rejecting this response because: After attempting to rob me they have billed me, what a bunch of scam artist they have working for them, and by not returning my money the company is showing its true colors!!!
  
  Sincerely,
  
  ******* A ****

  Business Response

  Date: 06/23/2025

  Dear Mr. ************** you for your follow-up, and I truly apologize for the frustration and confusion caused by the billing issue. I completely understand how upsetting it must feel to be charged again after already canceling your maintenance plan, and I want to make it clear that this is not the experience we want for any of our customers.
  We have initiated a full refund for the $19.50 charge, and I am actively working with our finance team to understand how this error occurred so we can ensure it doesnt happen again. While I know this doesn't undo the inconvenience, I want to assure you that your concerns are being taken seriously and that we are committed to resolving them.
  Please allow a few business days for the refund to reflect on your account. If you have any further questions or would like to discuss this directly, I invite you to email me at ************************************* so I can personally make sure everything is addressed properly.
  Again, I truly apologize for the trouble this has caused and appreciate your patience as we work to make it right.
  Sincerely,
  ******** ****
  Del-Air Heating, Air Conditioning, Plumbing & Electrical
  *************************************

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23378282
  
  I am rejecting this response because: I still have not received the $259.00 you charged me when I cancelled your service!!
  
  Sincerely,
  
  ******* A ****

  Business Response

  Date: 07/01/2025

  Dear Mr. ************** you for your feedback. We want to confirm that your refund has been fully processed, and we sincerely apologize for the delay and any inconvenience this caused. We understand how frustrating this experience must have been and appreciate your patience as we worked through the issue.
  If you have any further questions or need additional support, please dont hesitate to reach out to me directly at **********************************************************.
  Thank you again for bringing this to our attention and giving us the opportunity to make it right.
  Sincerely,
  The Del-Air Team

• Initial Complaint

  Date:05/23/2025

  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.

  I was told by the person on the phone ***resenting Del Air that a service contract would cover both my house hvac and the pool heater and a 5 year warranty for parts on the house hvac. I gave a credit card to the *** and they promptly charged their monthly fee. When I got the email with an invoice there was no reference to pool heater or warranty. I called back and after several changes of personnel I was told they had to review the phone calls and would call me back within 24 hours. No return call. I called them back the next day and it took over an hour to get my refund and an invoice reflecting that. Do what you will. This company should not be in business.

  Business Response

  Date: 06/06/2025

  Dear Mr. *************** you for taking the time to share your experience. Were very sorry for the frustration and confusion this situation has caused, and we appreciate the opportunity to address it.
  After reviewing the details, it seems there was a miscommunication during your call with our team regarding the coverage of our maintenance plan. While the agreement includes service for your homes HVAC system, it does not cover pool heating equipment. We understand that this was not clearly communicated, and we sincerely apologize for that oversight.
  Once you contacted us, our team worked to correct the issue by canceling the agreement and issuing a refund, along with an updated invoice. We recognize that the process of resolving this took longer than it should have, and we truly regret the inconvenience and lack of follow-through on our part.
  This has been brought to the attention of our leadership team, and we are implementing additional coaching for our representatives to ensure that our maintenance plans are explained thoroughly and accurately moving forward.
  While we understand that your trust in us has been impacted, we value your feedback and are using it to improve. Should you ever reconsider, wed welcome the chance to serve you better in the future.
  Sincerely,
  Del-Air ***************************start="1406" data-end="1409">**********************************************************

  Customer Answer

  Date: 06/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/23/2025

  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.

  I paid roughly $22,000 for two A/C units and a 10 year warranty and maintenance plan 2 years ago. The units have already failed once causing a flood in my home due to improperly performed maintenance (stated by a Del Air employee). The failed part was conveniently not a "covered part" and I was charged for the repair of the A/C unit and the damage to my home. When I scheduled maintenance, that I pay for monthly under a maintenance contract, to avoid another issue they constantly cancel and reschedule for a month out... which they then cancel again and reschedule for another month out. I just want a service that I'm paying for.

  Customer Answer

  Date: 06/02/2025

  Yes, I am seeking restitution for my complaint. I would like financial reimbursement for the service I am paying for that they do not want to provide. I would like to go elsewhere for servicing but I am currently locked into an agreement with them that they do not want to honor. I have a 10year extended warranty, to include parts and labor, and maintenance plan with them that they do not want to honor. They installed 2 new units two years ago iin which 3 parts have already had to be replaced. The first failed part resulted in severe water damage to my house that is currently being dealt with by a contractor. They denied responsibility and charged me to replace the part. I'm not looking for them to pay the water damage fee, I just want out of the maintenance agreement of which I have about $19,700 left. I've already paid them roughly $6000 over the last 2 years at a cost of $240 monthly. That included the 2 A/C units which were a combined  $16,000. I agree that i owe them roughly $10,000 more for the units but want out of any further obligation for services they don't want to provide. 

  Business Response

  Date: 06/23/2025

  Dear Mr. Stone,
  Thank you for bringing your concerns to our attention. I want to sincerely apologize for the difficulties you've experienced with your equipment, warranty coverage, and maintenance scheduling. We understand the level of trust you placed in Del-Air when making such a significant investment, and I’m truly sorry we haven’t lived up to that trust.
  It’s clear that repeated reschedules, the issues surrounding the failed part, and the ongoing frustration with your service plan have caused you unnecessary stress—especially in light of the damage to your home. I want to assure you that we take this matter seriously and want to work toward a fair and timely resolution.
  Please reach out to me directly at [email protected] so I can personally review your account and partner with our internal team to find a solution. Whether that involves reassessing your agreement, addressing missed service expectations, or helping you understand your options moving forward, I am committed to supporting you through it.
  Again, I truly apologize for the inconvenience this has caused and appreciate the opportunity to make things right.
  Warm regards,
  Karoline Leon
  Del-Air Heating, Air Conditioning, Plumbing & Electrical
  [email protected]

• Initial Complaint

  Date:05/22/2025

  Type:Product 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.

  To Whom It May Concern,I am filing a complaint against Del-Air Heating, Air Conditioning, Plumbing and Electrical regarding a service issue and an unresolved refund.On March 21, 2025, Del-Air performed routine maintenance on our two AC units and enrolled us in an annual maintenance agreement for $324. During the visit, the technician advised that we needed a blower replacement and quoted us $473.45 (member price). He also recommended $1,062.50 in additional work and suggested $2,210 in optional upgrades (also member prices), even going so far as to schedule a quote for full system replacements.Concerned, we sought a second opinion from ******* Heating and Air Conditioning. Their technician confirmed that our systems were still under a 10-year warranty, said the blower did not need replacing, and identified the actual issue as a defective motor module. The total cost to resolve the problem, including labor and warranty-covered parts, was only $133.73. ******* offered to replace the blower as well (again under warranty) and charged just $66.87.I called Del-Air on April 1 to request a refund and spoke with a supervisor named Max *************), who agreed to issue one. When no refund appeared on our credit card, I called again on April 18. *** claimed a check had been mailed. We never received it. He promised to investigate and follow up. I texted him again on April 29, and he said he'd check when back in the office.Since then, I have made multiple calls and sent additional texts to Max and the company without any further response other than Max to text back once, "Checking right now."Del-Air recommended unnecessary and costly repairs, failed to issue a promised refund, and has since ignored follow-up attempts. I am requesting full reimbursement of the $324 annual agreement and an explanation of how this situation will be addressed..Sincerely,****** ****** *************************************************************************** ******************** ************

  Business Response

  Date: 06/06/2025

  Dear Ms. **************** you for taking the time to share your concerns and your experience with Del-Air. I want to personally extend my apologies for the frustration and inconvenience this situation has caused. We appreciate your patience while we looked into your case thoroughly.
  After reviewing the details, its clear that there was a breakdown in communication between our technician and your family during the March 21 service visit. While our goal is always to provide customers with complete information and options, we understand how this approach may have felt more like a sales experience rather than a helpful consultation. That is not the impression we ever want to leave.
  We agree that a refund for the $324 annual maintenance agreement is appropriate, and while it unfortunately took longer than it should have, I want to confirm that a check in the amount of $225 (the prorated and agreed-upon refund) is being processed today. Due to the holiday, it should arrive early next week.
  Internally, weve already spoken with the service technician involved and used this as a coaching opportunity. Hes participated in role-play communication exercises to better understand how to more clearly and transparently communicate with customers moving forward.
  While I understand that youve since chosen another company to service your home, I truly hope this resolution brings some closure. Should you need anything further, or should you ever consider giving us another opportunity in the future, Id be happy to personally assist you.
  Thank you again for bringing this matter to our attention. If you have any questions, please dont hesitate to reach out to me directly at **********************************************************.
  Sincerely,
  ******** ****
  Del-Air ******************************start="1985" data-end="1988">**********************************************************

• Initial Complaint

  Date:05/21/2025

  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.

  5/20/25, your company came to my house and never inspected my whole unit. the guys that showed up told me I needed a whole new unit. they did not come to do a diagnostic, they never check the whole unit, just the inside. came to tell me there was nothing they could do because my unit is 7 years old, and then proceeded to tell us 3 other houses they visited this morning had the same problem. I have a new home build and this is robbery. Please pay me back my $99.00 for a service they never did. I asked them to get off my property. called another agent that came and said my run Compositor that was $160.00. Train your people right, and to be honest. this company is a rip-off off and these older people here in ******* need more honest people. I waited 3 days for you to get to my house to be told this new unit was upwards of $10K. I don't even have words for people like this.

  Business Response

  Date: 06/02/2025

  Dear Ms. *************** you for bringing your experience to our attention. We sincerely apologize for the frustration and disappointment caused during your recent service appointment. After reviewing your concerns and the details of your visit, we completely understand why you felt the service fell short of your expectations.
  We agree that the service process was not handled as it should have been, and as such, we are issuing a full refund of the $99 service fee. This refund is currently being processed, and you should receive confirmation shortly.
  Weve also taken steps internally to address this matter. The *** involved has been brought in for training, and weve identified that key steps were skipped during the diagnostic process. To prevent similar situations moving forward, our team has begun weekly role-plays and training sessions focused on improving diagnostic procedures and ensuring thorough, honest communication with every customer.
  We understand from your comments that you intend to remove your review once the refund is processed, and we appreciate your willingness to allow us the opportunity to correct the situation. Most importantly, we hope to regain your trust and demonstrate that we are committed to making things right.
  If you have any additional questions or concerns, please feel free to contact me directly.
  Warm regards,
  ******** ****
  ******************************start="1618" data-end="1621">**********************************************************

• Initial Complaint

  Date:05/21/2025

  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.

  First, they came out twice just to level the air handler intake *********, they came out 3 times due to the *** valve malfunctioning. Replaced it on the second visit, came back a third time because it was done incorrectly. After all this, our unit couldnt keep our house under 78 during the day. They came out and told us it was the coils that were leaking refrigerant. $4,300 repair JUST on the labor alone. Attempted to show me the leak, but conveniently they said, it wouldnt leak because the unit was running. Even though all he needed to do was pull the breaker. I was gullible to trust the tech. Mysteriously all of our previous repair records vanished!! Another company comes out, coils are fine, *** is whats leaking. Even if it was the coils new company would only charge $1,200. ********** company ever. They came here to work on a brand new house three times within the first year! They need to fix what they claim they fixed THREE times the CORRECT way.

  Customer Answer

  Date: 05/26/2025

  I have not getting a return call with any resolution. It’s been weeks and I keep getting the run around saying someone will contact me.  It has been 80 in my house and these people don’t seem to care at all. It’s been in the 90’s and “feels like” 103 outside and still, no solution to their mess up and lies. 

  Business Response

  Date: 06/06/2025

  Dear Mr. Clinard,
  Thank you for taking the time to share your experience. We want to sincerely apologize for the frustration and multiple visits it took to address the issues with your unit. We understand how important it is to feel confident in the service you receive, especially in a brand-new home.
  While we’re glad to know this matter has since been resolved, your feedback has helped us identify several areas for improvement—particularly in diagnosing refrigerant leaks accurately and ensuring better technician communication. We've addressed this internally, including providing training on the proper use of leak detection equipment to help prevent similar situations in the future.
  Thank you again for bringing this to our attention, and we appreciate the opportunity to learn from it.
  Sincerely,
  Del-Air Customer Care Team
  [email protected]

  Customer Answer

  Date: 06/06/2025

   
  
  Complaint: 23359136
  
  
  
  I am rejecting this response because:

  Del-Air came to replace the TXV Valve but it was the wrong valve, still awaiting new part and install of said part. GM stated it was ordered on 6/3. Hopefully this time it’s done correctly  

  
  
  
  Sincerely,
  
  
  
  John Clinard

  Business Response

  Date: 06/23/2025

  Dear Mr. Clinard,
  Thank you for your follow-up and for your continued patience as we work to resolve the issue with your system.
  I sincerely apologize that the incorrect TXV valve was ordered and for the additional delay this caused in completing your repair. This was an internal error that we’ve already addressed with our parts team to ensure it does not happen again.
  We do have the correct TXV valve scheduled for installation tomorrow, 6/17, and our goal is to complete this repair to your full satisfaction without any further disruption.
  I understand how frustrating it must be to experience delays—especially after already coordinating multiple visits—and I appreciate the opportunity you’ve given us to make this right. Your feedback helps us improve and we are committed to delivering on that promise.
  If you have any further concerns or would like to speak with me directly, please don’t hesitate to email me at [email protected]. I’ll be working closely with the team to ensure tomorrow’s service is handled with the urgency and care it deserves.
  Warm regards,
  Karoline Leon
  Customer Experience | Del-Air Heating, Air Conditioning, Plumbing & Electrical
  [email protected]

  Customer Answer

  Date: 06/25/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23359136, and find that this resolution is satisfactory to me.
  
  

  i would like these details to remain on as a complaint. They ordered the wrong part 2 times. Then when the tech actually had the correct part, after install, we were out of AC for 11-12 hours. It was 90 degrees in the house. The tech that came was nice and worked well, worked from 10am-9:30pm. I had to complain to the GM that he needed help. GM was rude and never apologized for anything they messed up on. He said he didn’t have anyone to send. I was upset and he could tell. Magically, after an hour, someone else showed up. I just want everyone to know to stay away from this company. 
  
  
  
  Sincerely,
  
  
  
  John Clinard