Business Profile

Air Conditioning Contractors

Del-Air Heating, Air Conditioning, Plumbing And Electrical

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

Customer Complaints Summary

158 total complaints in the last 3 years.
88 complaints closed in the last 12 months.

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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:01/02/2024
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.
Del-Air (Air conditioning) business, based in *******, **, installed a new A/C system in our house on August 9, 2023. We have had 2 service calls already (leaking coil and defective installation of the filter at the bottom of the air handler). In addition, the rebate promised was never received.Our patience is running thin as our concerns are NOT being addressed and our phone calls not being returned.PLEASE have the courtesy to reply.Thank you.
Business Response
Date: 01/12/2024
We had a Supervisor, ****, contact the consumer. A plan was developed and I believe the necessary modifications were made January 10th. We are looking into further details regarding the associated rebate. I will add more details as they become necessary.
Business Response
Date: 01/17/2024
We scheduled and completed the replacement of the evaporator coil on January 10th, ****. The customer is now satisfied with the installation and operation of the equipment.
Customer Answer
Date: 01/19/2024
We are still not fully satisfied with Del Air response. Although we did FINALLY receive the promised rebate, we are STILL waiting to hear from Del Air for the required inspection for the A/C equipment installed at our home on August 8, 2023!!
Also, we had to call them (3rd time) yesterday as our system quit working due a malfunction of the thermostat. We were never shown how the thermostat operated until today.
Respectfully submitted.
Thank you.
Customer Answer
Date: 01/19/2024

Complaint: 21086793

I am rejecting this response because:
We are still not fully satisfied with Del Air response. Although we did FINALLY receive the promised rebate, we are STILL waiting to hear from Del Air for the required inspection for the A/C equipment installed at our home on August 8, 2023!!
Also, we had to call them (3rd time) yesterday as our system quit working due a malfunction of the thermostat. We were never shown how the thermostat operated until today.
Respectfully submitted.
Thank you.

Sincerely,

***********************
Business Response
Date: 01/26/2024
We are providing an update regarding the BBB complaint from ************. We understand your concern and want to assure you that our management team has already scheduled a city inspection on February 1st, as well as a visit to **************** residence to fix or replace the thermostat. We apologize for any inconvenience this might have caused, but we are dedicated to making things right for ************. Unfortunately, we are at the mercy of the city's timeline, but we promise to keep the BBB in the loop and update you as soon as we have more information. Thank you for your patience and understanding as we work through this.
Business Response
Date: 02/01/2024
We would like to provide you with an update on the case of ***********************. We are happy to inform you that the property has passed the city inspection and we have also replaced Ms. ********* thermostat. We apologize for any inconvenience caused and we hope that we have been able to address the issue to **************** satisfaction. Customer satisfaction is our top priority, so please don't hesitate to contact us with any questions, comments, or concerns. Thank you for bringing this to our attention and for your patience while we worked to resolve the matter. We hope you will consider using our services again in the future.Best Regards,Del-Air
Initial Complaint
Date:12/27/2023
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.
On August 11th, 2023 I purchased a packaged ** unit with electrical heat. On August 12 the unit was partially installed. The ** was hooked up and test and I was told that an electrician needed to come by and hook up the electric heat because the ** technicians installing the unit could not do it.I have called many times to try and get Del-Air to finish the installation. They did send out a technician (not electrician) when I complained the temperature in the house was cold. The technician disconnected the ** and hooked up the heat. Several days later I called to complain about not having any ** when the outside temperatures rose again. They sent out a different technician who disconnected the heat and hooked up the **. I have called many times and have been told that a supervisor was contacted and they would be calling me back. A supervisor has only called once and that was the week of December 18th. He stated he would personally come out and take a look and get the job done. I as not home so I do not know if he arrived or not, the complete unit (other than thermostat) is outside and no access is required inside the house. On one call to their service number, I was told all the parts they needed were received and they just needed to schedule it, no one showed up.I have emailed the original sales person three times to attempt to get his assistance, I get either no response or "let me find out" and no other communication.On December 26th I called in the morning and was told a supervisor would call me back and if I did not receive a call before 2PM to call back. I did call back when I did not receive a call and was told a supervisor would be calling later in the afternoon. No one called.I just want them to finish the installation of the unit before it gets to be in the 40's again.
Business Response
Date: 01/12/2024
We acknowledge this has been an ongoing issue with Electrical. *********************, a member of our Management Team, reached out January 3rd to attempt to schedule (we were planning to send an Electrician out on the 4th) he left a message to return our call for scheduling. We're available most any weekday to get an Electrical Professional out. Please contact us for scheduling.

We will also have one of our Customer Experience Agents reach out again via phone to attempt scheduling a convenient time.
Customer Answer
Date: 01/12/2024

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.
The installation has been completed.
Sincerely,

*************************
Initial Complaint
Date:11/30/2023
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.
Upon agreement of the contract in January 2023 to purchase a new heating and cooling system from Del-Air it was to include a $900.00 rebate card from Lennox which was never received. I have been requesting the status of the rebate since February 2023 and cannot get a definitive answer as to the status of the $900.00 rebate card. I believe this violates the agreement of the purchase and am owed the $900.00 by Del-Air.
Business Response
Date: 12/27/2023
Please accept our apologies for the delay in responding to this inquiry. We always want to make things right. We appreciate you allowing us the opportunity to assist you with getting this resolved. With the Holidays we've had many of the parties required to bring this to a close out of the office. Please allow us one more week to get to the bottom of this concern. We will task ourselves with getting definitive information back before January 3rd. Thank you for your patience as we sort through this.
Customer Answer
Date: 12/28/2023

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,

***********************
Business Response
Date: 01/12/2024
Hello. We didn't intend for our response to change this complaint to closed. We just wanted to indicate we need more time. The rebate was processed with ****** on February 8th. We've been reaching out to them to inquire why the refund hasn't been received but we've not been successful getting an update yet. The consumer can call ****** at ************** and provide his authorization number U3XQFLDLYY and perhaps get an update on the rebate. Once we submit it our options are limited due to the fact that we process it on behalf of the homeowner and therefore not the actual recipient. We will continue to work on this on our side but perhaps a more expeditious method would be a call from the recipient of the funds. We will provide more details as progress is made.
Customer Answer
Date: 01/17/2024
Based on the suggestion by Del-Air I contacted ****** directly regarding the rebate claim of $900.00 dollars. I was informed by ****** that the claim (my) submitted by Del-Air contained an invalid serial number on the heat pump and was put on hold. Additionally Del-Air submitted the claim with a "place holder" email (not my email) which did not allow the proper communication/notification that would allow any corrections to be made. Additionally, the rebate program expired in April 2023 but since my claim was technically in a "hold status" it was extended until October of 2023. By the end of October the my claim was officially canceled. Since Del-Air took the "responsibility and promise" of submitting my claim they are responsible for this error. I was not allowed to correct the error or was informed until today. Additionally, after numerous attempts of contacting Del-Air directly for a status no Del-Air employee could provide any update and now almost 12 months later the issue was identified. It is apparent that Del-Air should be held to make the payment since it was their negligence and due diligence to correct the "promise of the rebate" upon accepting the responsibility. If Del-Air denies the completion of the "promise of the sale" to include the $900.00 rebate it should be reflected in a negative way in their record within the BBB.
Customer Answer
Date: 01/17/2024
Date Sent: 1/17/2024 9:45:18 AM
Based on the suggestion by Del-Air I contacted ****** directly regarding the rebate claim of $900.00 dollars. I was informed by ****** that the claim (my) submitted by Del-Air contained an invalid serial number on the heat pump and was put on hold. Additionally Del-Air submitted the claim with a "place holder" email (not my email) which did not allow the proper communication/notification that would allow any corrections to be made. Additionally, the rebate program expired in April 2023 but since my claim was technically in a "hold status" it was extended until October of 2023. By the end of October the my claim was officially canceled. Since Del-Air took the "responsibility and promise" of submitting my claim they are responsible for this error. I was not allowed to correct the error or was informed until today. Additionally, after numerous attempts of contacting Del-Air directly for a status no Del-Air employee could provide any update and now almost 12 months later the issue was identified. It is apparent that Del-Air should be held to make the payment since it was their negligence and due diligence to correct the "promise of the rebate" upon accepting the responsibility. If Del-Air denies the completion of the "promise of the sale" to include the $900.00 rebate it should be reflected in a negative way in their record within the BBB.
Business Response
Date: 01/17/2024
Thank you for bringing this to our attention, *****. I'm sorry for the delay in response. After discussing with the management team, we regret to inform you that ****** declined the rebate. However, we're committed to making things right for you. Del Air will be issuing a refund of $900 to you. I understand how frustrating this has been for you, and I'll be keeping a close eye on things until you've received your refund check. Please keep me posted on any updates.
Customer Answer
Date: 01/29/2024
I have not received the $900.00 payment from Del-Air to date 1/29/24. This complaint needs to remain open until payment has been received as indicated by Del-Air in a previous update.
Customer Answer
Date: 01/29/2024
I have not received the $900.00 payment from Del-Air to date 1/29/24. This complaint needs to remain open until payment has been received as indicated by Del-Air in a previous update.
Business Response
Date: 01/31/2024
Thank you for bringing this issue to our attention, ******. I'm sorry for any inconvenience this has caused you. I want to assure you that we take your concerns seriously and have been working hard to resolve this situation. I'm happy to say that our accounting team has approved the refund and we will be sending you a check within the next week or two at the latest. I'll keep a close eye on the process and will send you the documentation when it's been successfully sent. Thank you for your patience and understanding as we work to sort this out.
Customer Answer
Date: 01/31/2024

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,

***********************
Customer Answer
Date: 02/09/2024
2/10/24 will represent another completed (10) day period with no resolution to this complaint. I have not received the payment of $900.00 as promised by Del-Air. I am requesting that this complaint remain opened and "unresolved" until payment has been received. It is further baffling how a company of this size cannot resolve this issue in a more expeditious manner. I believe I have been extremely patient and have accepted their reasons for the delay. It is my intention to have this complaint formally documented under the BBB for this business if my payment is not received soon.
Customer Answer
Date: 02/09/2024
2/10/24 will represent another completed (10) day period with no resolution to this complaint. I have not received the payment of $900.00 as promised by Del-Air. I am requesting that this complaint remain opened and "unresolved" until payment has been received. It is further baffling how a company of this size cannot resolve this issue in a more expeditious manner. I believe I have been extremely patient and have accepted their reasons for the delay. It is my intention to have this complaint formally documented under the BBB for this business if my payment is not received soon.
Business Response
Date: 02/09/2024
Hi ******,I checked on the tracking for your check and it was sent out with priority shipping. The expected arrival date is Monday, February 12th. Unfortunately, the tracking information does not provide a specific delivery time, but I am certain that it will be delivered on that day. Please let us know if the check does not arrive as expected. We appreciate your cooperation in resolving this issue.Thank you.
Customer Answer
Date: 02/09/2024

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,

***********************
Customer Answer
Date: 02/16/2024
As of 2/16/24 I have not received the check/payment as promised by Del-Air by 2/12/24 in their last communication. Without any tracking or confirmation there is no proof that it has been sent. Therefore I will be requesting that the BBB file this formal complaint against Del-Air. I am unfortunately in a position now move to next steps to recover the funds as promised by Del-Air.
Customer Answer
Date: 02/19/2024
As of 2/16/24 I have not received the check/payment as promised by Del-Air by 2/12/24 in their last communication. Without any tracking or confirmation there is no proof that it has been sent. Therefore I will be requesting that the BBB file this formal complaint against Del-Air. I am unfortunately in a position now move to next steps to recover the funds as promised by Del-Air.
Business Response
Date: 02/19/2024
Hello ******, I am truly sorry to hear that you have not yet received your refund. Thank you for bringing this to my attention, and I assure you that I will look into the matter and address it internally. Please allow me some time as I navigate what is going on with this refund. I apologize again for any inconvenience caused, and I kindly request your patience while we work towards a resolution. We would also appreciate it if you could keep the complaint open with the BBB and the consumer until we can fully resolve this issue. Thank you for your understanding and cooperation.
Business Response
Date: 02/19/2024
This refund was already issued out on 02/06/2024 and the check was mailed out on 02/09/2024
Customer Answer
Date: 02/19/2024

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,

***********************
Customer Answer
Date: 02/19/2024
Update. I have received the check payment as described and agreed to by Del-Air. I will move forward with requesting to the BBB that this complaint has been resolved.
**************************
Initial Complaint
Date:11/12/2023
Type:Customer Service 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.
Our air conditioning unit stopped working on 11/10/2023. We called Del-Air on 11/10 and they told us they would send a worker to fix our unit. When no one came, we called and were told the repair man would come on Saturday 11/11/2023 between 12:00 - 5:00 pm. I called in the morning to confirm and they assured me someone would come. I called again mid afternoon on Saturday 11/11/2023, and was again assured someone would come to address the issue. No one called and no one came. I called after 5 pm on Saturday night 11/11/2023 and was told that some one would come Sunday 11/12/2023 between 8:00 am and 12:00 pm. I called at 11:00 am on Sunday morning and was assured someone was going to come and address our issue. I called at 1 pm Sunday and asked what was going on, how I was misled, lied to, and deceived by their company. All the representatives do is apologize and think that will solve the problem Meanwhile, our house has maintained a temperature of at least 82 degrees for the past 3 days with no one to help us. I want this company to be reprimanded, and I want it public so all people know not to use this company. They deserve to be out of business for installing faulty equipment, providing zero customer service, lying, deceiving, and inconveniencing home owners. They are NOT A+ service. If BBB thinks so, then BBB knows nothing about business or customer service. I need action and I need it now.
Business Response
Date: 11/24/2023
This experience certainly fell short of the expectations we have for ourselves as well as the experience you have every right to expect from us. We had an internal communication breakdown over the weekend you needed service. Our support staff should have recognized the challenge and communicated that with you but sadly that was not the case. We are diligently working to improve our processes to avoid this type of issue in the future. We realize this doesn't remedy the experience you had and for that we apologize.

We had a member of our Leadership Team get involved in sourcing the item(s) needed (as well as coordinating the schedule to return) to get the HVAC system completely operational again. The repair/replacement of the condenser coil was completed Wednesday, December 22nd.

Again - our sincere apologies for the scheduling issue and service defect. We don't take these challenges lightly and we can appreciate how disruptive this has been. Thank you for the opportunity to try to make it right.
Initial Complaint
Date:10/26/2023
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.
On September 26 I had Delair make a routine maintenance call. With the technician was a salesman who informed me I needed new air conditioners which had to be installed the next day. The company hastily installed them and a water heater the next day leaving debris, smudged and nicked walls as well as spackle splattered on walls and in carpet. One of the installers used my bathroom and left dirty toilet paper in my garbage. I felt pressured into buying new air conditioners and then they hastily completed the job. I contacted the company and the response I got was they forgot about me. They only want to repair some nicks it wont repair my carpet, paint the walls, or reimburse me for the damage. I still havent been able to speak with management as they arent responding and Ive actually been a customer of theirs for 9 years. With the new air conditioners Im in a contract with them for 10 years but I no longer want to do business with them because of this disappointment.
Business Response
Date: 11/07/2023
i believe our General Manager, *********************, has been playing phone tag with you but the two of you have possibly been texting. Should we coordinate a time for the two of you to speak?
Customer Answer
Date: 11/08/2023

Complaint: 20777944

I am rejecting this response because:
It has not been resolved yet. A manager came to the house for the second time after 6 weeks and Im awaiting a rectification in this matter which has not been done yet.
Sincerely,

*******************
Business Response
Date: 11/21/2023
We apologize that these issues were caused and for the delay in getting these items addressed We have looped in our Managment Team and the repairs for flooring and walls are being coordinated and carried out over the next week. We will follow upon completion of the repairs.
Customer Answer
Date: 11/27/2023

Complaint: 20777944

I am rejecting this response because:
The repairs and cleanup were completed by the contractor yet some problems are still there like mastic on the baseboard and in the carpet. The painting was good but not great as the corners and some parts of the utility closet were not painted. I reached out to Delair and they asked me if I told the contractors my expectations. My expectation was to never replace my ac units at all but since they insisted I had to and installed them, they caused damage to my home and have wasted currently 4 days worth of time getting things fixed. I feel like I should be reimbursed my money and time. Id like to get my old ac units back and end the contract with delair. I dont understand why I have to tell the contractor the expectations when they were told what to fix and clean. Unfortunately its not enough. They need to do better.

Sincerely,

*******************
Customer Answer
Date: 11/29/2023
The repairs to my house due to damage from the company have not been completed so I do not know why the complaint is closed. The company has to come out for the 7th time to make repairs which is ridiculous. Hopefully it will be fixed but I am still not satisfied with the response I have received. I still believe I should get reimbursed for time and money wasted.
Business Response
Date: 11/30/2023
We have scheduled with the contractor we utilized for the repair(s) to return Monday, December 4th to address the concerns. We truly want to resolve the situation satisfactorily.
Customer Answer
Date: 12/04/2023
Yes this was the 7th appointment since we starting this whole process wasting my money and time as well as disrupting my and my daughters lives. I still wish the company would reimburse me for time and money wasted but it looks like that will never happen.
Customer Answer
Date: 12/05/2023
Yes this was the 7th appointment since we starting this whole process wasting my money and time as well as disrupting my and my daughters lives. I still wish the company would reimburse me for time and money wasted but it looks like that will never happen.
Business Response
Date: 12/27/2023
*************************, our Regional Manager, we're refunding $2,000.00 to help offset the customer experience associated with this equipment change-out. We coordinated with various vendors to perform the corrective work and I believe that has all been taken care of. We sincerely apologize for the many inconveniences experienced throughout this process.
Business Response
Date: 01/03/2024
*************************, our Regional Manager, we're refunding $2,000.00 to help offset the customer experience associated with this equipment change-out. We coordinated with various vendors to perform the corrective work and I believe that has all been taken care of. We sincerely apologize for the many inconveniences experienced throughout this process.
Customer Answer
Date: 01/05/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is less then satisfactory to me. Although the business tried, the amount they refunded was less then 10% of the initial work that was in my mind never warranted. I only accepted because I was tired of dealing with them as they had wasted my time and money. If I didnt sign a 10 year contract with them I would never use them again. Hopefully whoever reads this finds it helpful in not using this company.

Sincerely,

*******************
Initial Complaint
Date:10/04/2023
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.
I was charged $659 for Del Air to come do a service at my house. They took too long so another company came and fixed the issue but when I called Del Air to cancel they said my refund would take over a month. Well it’s been 6 months and I’ve called monthly and each time a ticket was opened and no one ever called me or refunded me the $659. I need my refund!!!!
Business Response
Date: 10/17/2023
Our apologies for making this such a lengthy process. We always want to provide an exceptional experience but, in this case, we weren't successful and that is on us. You have every right to expect a better experience from us and you certainly shouldn't have needed to continue to follow up on the refund you are due. I've processed the credit to your credit card in the amount of $659. You will see that credit within 1-3 days depending on the handling by your financial institution. We will follow up with you Friday the 20th to ensure you've received the credit on your side.

I apologize again for falling short. We are working diligently to provide a better experience for you and all of our valued customers.
Business Response
Date: 10/18/2023
Hello. The credit in the amount of $659.00 was processed this morning through our vendor. I've attached a copy for your review.
Initial Complaint
Date:09/21/2023
Type:Billing 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.
In mid July 2023, my home AC went out and I called Del-Air. They came out and fixed it under a warranty issue (not very happy with the time it took, nothing I can do). When I got my bill, it did not list any specific prices for parts, including the free warranty part. It did not list hours and price for labor. It did not list any shop fees, parts fees, real fees, fake fees or any fees. It did not list sales taxes (fed, state, local, real or fake). I have no idea what I paid for. It just said, "Pay this much." When I called and requested a manager to call me back, they asked for my address and never called me back. When I sent an email to their customer service, no one responded (and I have the email chain). It is like they did not (and do not) want to follow up with me.

What I need is to have my bill/statement/PDF of payment broken down into the specifics of what I stated. If Del-Air refuses to act according, then I will need to escalate this up to the FL Attorney General's Office Consumer Protection Division and also to the FL Division of Business and Professional Regulation. I do not think that Del-Air wants to go that route.
Business Response
Date: 10/10/2023
I understand our General Manager, Brad, spoke with you and explained how our flat-rate pricing structure works. Brad has also initiated a refund in the amount of $300.00 which you should receive shortly. Thank you for allowing us the opportunity to resolve your concerns. We look forward to a continued business relationship with you and as always, we appreciate your feedback.
Customer Answer
Date: 10/12/2023

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:09/15/2023
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.
Our a/c went down in July and had to purchase a new system. Del-Air came out to replace the unit. The Technicians were great. The Sales rep said we would get a rebate of 800.00 and that the office would process the rebate. I have called at least 6 or 7 times and all they say is that they have no record of it and will have someone call back. No one calls back. I believe the time for filing the rebate was over on September 1st so now we are out 800.00 after spending 13,000.00 and being promised 800.00 rebate.
Business Response
Date: 09/26/2023
I left a voicemail message and followed up with an email (attached) to obtain the Service address here in Florida. Once I received the address associated with the rebate, I'll be able to proceed to get things resolved.
Customer Answer
Date: 10/03/2023
Received a call from Maggie stating that the General Manager would be calling by end of week - still have not call or resolution.
Initial Complaint
Date:09/12/2023
Type:Product 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 wrote a 17,000 check for a new AC. on Aug. 30.
Since then it’s broken three times and the sales manager said he was sending a technician out at noon to troubleshoot the problem. No one showed up and the office constantly sends me to voicemails that no one returns.
Business Response
Date: 09/26/2023
Hello ********

I received notification from the Better Business Bureau
indicating you had some concerns regarding the new HVAC system we installed for
you. We strive to exceed expectations with every interaction so when we
fail, we take it very seriously. I realize you may have already had
interaction with a member of our Management Team, but I wanted to reach out to
follow-up in the event you still have outstanding concerns. I’m
definitely happy to help get resolution for you. I left a voicemail
message as well but wanted to make sure we’re communicating to get this wrapped
up for you.

Please reach out to let me know how I can help.
Looking forward to hearing from you.

Maggie B*****

Director of Customer Experience
*** ******* *** ******* * ** *****
Phone ************ *** ****

Fax ************
Customer Answer
Date: 09/27/2023

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:08/22/2023
Type:Product 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.
My Air Stopped cooling and I called Delair on August 5th, they sent a technician out with a supervisor and stated that the evaporator coil was leaking and needed to be replaced, quoted a price of $1622.05, for labor only, as the unit is still under warranty. We thought that was high but paid the guy. He left and never left a receipt and said they would be back in 7 days to change out the part, after speaking to others they explained that the price seemed very steep, so I called back on the 12th and got a copy of the receipt, I see that they added a service plan for $234.00 (which would explain why it seemed a little high). We never asked for a service plan, were never given a receipt at the time of purchase (trust) and never received any documentation on the service plan. I called back and asked that the plan is removed and the lady explained it would be, I called yesterday and was told they have to review with a supervisor and it could be weeks??? They were also supposed to be at my house this morning ( first thing per the scheduler) to change the unit, " because it takes a long time to do so," and are still not here ( noon). I want them to refund the service plan that they snuck in and fix my unit that I have been waiting 3 weeks now.. It appears once they get your money you are no longer a priority. My priorities are Trust and Integrity.
Customer Answer
Date: 08/22/2023
A supervisor called me yesterday, Dametrius, and refunded the service plan, and explained the issue was that the part did not come in, it was their error telling me it did and not communicating properly, but he did fix the issue. I cant blame them for the part on back order, but their customer service department need better training. He was great.

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Del-Air Heating, Air Conditioning, Plumbing And Electrical is BBB Accredited.