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

157 total complaints in the last 3 years.
87 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/18/2023
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.
I've had a service agreement with Del-Air since 2013. I just received a sales letter, they call it an invoice. It lists their new "Precise Comfort" benefits. It lists the cost at $234. per system per year. For persons with multi systems it says to call for "discounted rates". Since I have 2 systems I called them this morning and asked what the discounted rates were? The lady said there was no discounted rates. I told her I was looking at a letter/invoice that said there was a discounted rate. She insisted there was no discounted rates. She sounded like she was at one of the foreign call centers reading a script.
Del-Air sends you a letter saying call for discounts; when you call they tell you no discounts. Sounds like "Bait & Switch".
Business Response
Date: 04/27/2023
Tuesday 25th April
2023

Better Business Bureau of
Central Florida
1600 S Grant St
Longwood, Fl 32750

Attention: *** ***************
Consumer Affairs
Representative

Re: Case # ********
*** ******

Dear Ms. ***************:

We are responding to the
above referenced case for *** ******* ***** ***** *** *** ********* *** ******

Mr* ******’s complaint has
been investigated. We have been in
contact with Mr* ****** and have apologized for the miscommunication on our
behalf. We have offered to only charge for one unit and wave the charge for the
second units’ maintenance for the year.
Mr* ****** has already moved to another company, so our services were no
longer required. We are very sorry we were not able to maintain our valued
customer at this time.

We have re-educated our team
and before offers are released to our valued customers all our customer service
team will have all the information before the launch of any offers moving
forward.

Del-Air would like to train
and educate our agent in question If Mr* ****** could please provide the
telephone number that the call was made on by Mr. ******, we can then pull the
call.
We are a company that will
always correct our mistakes and improve where is needed.

We can only apologize again
for all the inconvenience this has caused our Mr* ******.

.

Sincerely,

Marty K*****
Service Supervisor
Initial Complaint
Date:04/04/2023
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.
AC was purchased 6/29/22. The unit has turned off and stopped working on 8/18/22, 8/27/22, 8/28/22, 8/29/22, 8/30/22, 9/4/22, 9/8/22, and 4/2/23. On 8/18/22, i was advised a hard start kit might be the issue as the manufacturer recommends it to be installed at installation, if it goes down again, they will order one. 8/27/22-8/29/22, techs came and restarted the unit by the breaker. On 8/30/22, the hard start kit was installed. On 9/4/22, the unit went down again. The unit was restarted by the breaker. On 9/8/22, a tech and manager came out and determined there were loose wires. Consistently code 04 is the issue which is the compressor. On 4/2/23, the AC went out again. A tech came and advised the amps are too high when the unit starts and a new compressor would be ordered for installation the following day. There are concerns that either I was sold a defective unit or that the installation was not correctly completed. I have previously spoken to the supervisor along with the operations manager. This issue is not resolved. I am requesting a new unit.
Business Response
Date: 04/11/2023
Friday 11th April 2023

Better Business Bureau of
Central Florida
1600 S Grant St
Longwood, FL 32750

Attention: *** ***************
                   Consumer Affairs
Representative

Re: Case # ********
                  ********** *********

Dear Ms. ***************:

We are responding to the
above referenced case for ********** ********** *** ********* **** ****** ****** ******** ******

We have been in contact with
Mrs. ********* and have been able to install a New system for our
customer. We are happy we have been able
to take full care of our customers’ expectations and their system is working and
functioning correctly now.

On behalf of Del-Air, I apologize
for the inconvenience caused to our customer.
It is always our goal to exceed the expectations our clients rightfully
expect and when we fall short of that goal, we genuinely appreciate the
opportunity to make corrections.

Sincerely,

Marty K*****
Operations Manager
Initial Complaint
Date:03/30/2023
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.
Lennox Air Conditioner installed 10/26/22. 17 days later A/C stopped working. Called for service and tech came said it was circuit breaker, if it happened again call an electrician to replace circuit breaker. A/C stopped working again and called electrician and circuit breaker was not the issue it was the A/C unit causing the problem. When A/C was turned back on in Feb. 2023 A/C stopped working again. Called for service again, tech came and stated it was a wiring problem and he tightened up all the connections. System shut down again, 1 week later. Called for service again, 3rd time, tech came stated it was an imbalance in the compressor and someone would contact us in the next 2 days to set up when new compressor would be installed and no phone call was received. Called Del Air and phone rep. put us on hold and returned to phone and stated part has been ordered and we would hear in a couple of days when the part would be installed. No phone call received. Called Del Air 3/27 and phone rep. said no service order was put through and she e-mailed mgr. of the parts dept. and also mgr. of service dept. She stated they would get back to me either 3/27 or 3/28. No phone call again has been received. Unit ran 3/27 for only 4 hours before the circuit breaker tripped. We cannot keep resetting the circuit breaker as this is a potential fire hazard. Something on the A/C is causing that breaker to trip. A/C unit is getting worse. A/C unit is under warranty and we also purchased a 5 year extended warranty. Our home is extremely uncomfortable and hot in this heat. I am beyond having patience with this company. They do not care about the customer. Please help us get this unit repaired CORRECTLY.
Business Response
Date: 04/07/2023
Friday 7th April
2023

Better Business Bureau of
Central Florida
1600 S Grant St
Longwood, FL 32750

Attention: *** ***************
                   Consumer Affairs
Representative

Re: Case # ******* *******
                   ********

Dear Ms. ***************:

We are responding to the
above referenced case for ******* ******** *** ***** ****** ********** ******** *****

One of our supervisors has
followed up with Mr. *******, to ensure his concerns have been resolved and
everything is functioning to his expectations. At this time Mr. *******’s
system is functioning correctly.

On behalf of Del-Air, I
apologize for the inconvenience caused our customer.   It is always our goal to exceed the
expectations our clients rightfully expect and when we fall short of that goal,
we genuinely appreciate the opportunity to make corrections.

Sincerely,

Marty K*****
Operations Manager

Business Response
Date: 04/07/2023
Friday 7th April
2023

Better Business Bureau of
Central Florida
**** * ***** **
Longwood, FL 32750

Attention: *** ***************
                   Consumer Affairs
Representative

Re: Case # ******* *******
                   ********

Dear Ms. M**************:

We are responding to the
above referenced case for ******* *******, *** ***** ****** ********** ******** *****

One of our supervisors has
followed up with Mr. *******, to ensure his concerns have been resolved and
everything is functioning to his expectations. At this time Mr. *******’s
system is functioning correctly.

On behalf of Del-Air, I
apologize for the inconvenience caused our customer.   It is always our goal to exceed the
expectations our clients rightfully expect and when we fall short of that goal,
we genuinely appreciate the opportunity to make corrections.

Sincerely,

Marty K*****
Operations Manager

Customer Answer
Date: 04/10/2023

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,

******* *******
Customer Answer
Date: 04/10/2023

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:02/09/2023
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.
I purchased a new Lennox 4 Ton AC unit (heat pump and air handler) for $4,339.00, installed on 1/25/2021, which includes a 10 year Parts Warranty. On 1/12/2023, I called them as my unit was not working. They came to my house on 1/14/23 and diagnosed the "blower motor" as needing replacement and I paid $119.00. The repair was quoted at $811.00. I asked for some consideration (2 yr old unit), the technician said he would "ask a supervisor". Nine days later, they finally scheduled a repair for the same $811, which I had and have agreed to pay. However, since then, they have come to my house at least 4 more times, to "get the serial number", then another day with the wrong motor. Then, they said the "right" motor was in back order, so my wife pleaded to have a temporary solution to the heat in the house. They offer to install portable units while the part arrived. Yet, the days went by and then decided to instead, install a temporary replacement motor. Then, they came with a second temporary replacement motor and it did not match my unit. The technician, said he would pass this on to the supervisor so he would schedule another temporary motor be installed, yet that was three days ago and nobody has called to install anything to relive the heat.

If anyone else works on my unit, it would void the warranty. So we are hostages to Del Air and our hot situation. I need my air repaired as soon as possible, and if not, I need temporary relieve. Another company? but keep the warranty. Contacting them has become a nightmare waiting for half an hour at a time and waiting for people to return phone calls or schedule repairs and then, they show up with the wrong parts days later and everything starts again. It is not a joke. They have been to my house 6 times from the $119.00 paid diagnosed trip, and yet, every time in 5 subsequent occasions they have had "the wrong part" and the next step, is me having to schedule with their horrendous customer service another visit.
Business Response
Date: 02/13/2023
Friday 10th February 2023

Better Business Bureau of
Central Florida
1600 S Grant St
Longwood, FL 32750

Attention: *** ***************
Consumer Affairs
Representative

Re: Case # ****** *******
********

Dear Ms. ****************

We are responding to the
above referenced case for ****** ******** **** ********* ******* *********** ******** ******

A Del-Air representative has
been in contact with Mr. *******, to gather all the pertinent details. We determined there was a part that was needed
for the customer which was on back order; this was out of our control as it is
with the manufacturer. We attempted a temporary
repair for the homeowner at no charge which we hoped would suffice until the
needed part could be obtained from the manufacturer, however this was
unsuccessful.
We have since found a
permanent solution for the customer after reaching multiple vendors and
expedited the repair for the customer. We
have since been able to perform the repair and fully checked the system which is
now working correctly. One of our supervisors has followed up with Mr. *******
to ensure his concerns have been resolved and everything is functioning to his
expectations.

On behalf of Del-Air, I
apologize for the inconvenience caused our customer on the time taken for parts
from the manufacturer. It is always our
goal to exceed the expectations our clients rightfully expect and when we fall
short of that goal, we genuinely appreciate the opportunity to make corrections.

Sincerely,

Marty K*****
Operations Manager
Customer Answer
Date: 02/14/2023

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:02/06/2023
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.
Need bigger AC unit for 2000 square house they say my air conditioner is the right size but it can’t be I put my air-conditioning on 70 it goes to 77. The house is very hot all summer long. I’ve been complaining since I bought the house February 2022 I formally didn’t move in actually until April and that’s when it started getting very hot outside. I called them all the time they had multiple excuses of what to do things in the attic the builder it was a complete nightmare and run around over and over again I’m still dealing with the same issue it’s getting ready to be hot outside and this issue has not been fixed .
Business Response
Date: 02/09/2023
Thursday 9th February 2023

Better Business Bureau of
Central Florida
1600 S Grant St
Longwood, FL 32750

Attention: *** ***************
                   Consumer Affairs
Representative

Re: Case # ******** ******
                    ********

Dear Ms* ***************:

We are responding to the
above referenced case for ******** ******, *** ***** ****** *** ******* *** ******

Del-Air has diligently
researched for Mrs. ******* address through all our records. At this time, we have no information for this
area and property. Sometimes addresses
can change on completion of new construction but we don’t have any record for
the subdivision on our files.

If Mrs. ****** could provide
us with proof of Del-Air at the property, we will be more than happy to help
and explore further. We would also need
the builders name and Lot number.

We do apologize that we could
not provide any further information at this time.

Sincerely,

Marty K*****
Operations Manager
Initial Complaint
Date:01/19/2023
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.
On the coldest night in January went down to 32 degrees. When we got up in morning it was 63 degrees in house and heat was on. Del-Air came out 2 days later said nothing wrong. Wed. January 11 23 weak up 66 degrees heat running heat seat at 70. They come out again nothing wrong. Sat 14 23 63 degree they come out and find thermostat is not working right. Wed 18, 23 still no replacement thermostat! Called 4 times system under warranty. It is a new heat and air system put in July, 22.
Business Response
Date: 01/30/2023
Monday 30th January 2023

Better Business Bureau of
Central Florida
**** * ***** **
Longwood, FL 32750

Attention: Kim M**************
Consumer Affairs
Representative

Re: Case # ********
******* *****

Dear Ms. M**************:

We are responding to the
above referenced case for ******* *****, who resides at **** ****** **** ********* **************

Del-Air has been in contact
with Ms. ***** on a few occasions. We
had one of our Field Supervisors, Jose S*****, perform a full inspection for Ms.
***** at her home on January 27th. In the course of the inspection
our supervisor found Ms. *****s duct work had separated which resulted in
excessive leakage. Although Del-Air did not
install the duct work, Jose was able to reconnect the duct work. Additionally, Jose checked the entirety of
the HVAC system free of charge and determined everything is working properly.

We have since been in contact
with Ms. ***** via telephone and she advised us that her system is working, and she
is very happy with the resolution.

Sincerely,

Marty K*****
Operations Manager
Customer Answer
Date: 01/31/2023

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:01/06/2023
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.
Del Air Del-Air Heating & Air Conditioning installed 2 new A/C systems in our home on 3 August 2022.

The first time the sales agent arrived, the system upstairs had been running constantly for days and was very loud. He explained the noise was from the broken system and the lack of sufficient air intake. He said we would need to install a second air return to make the new system quieter.

He offered two options:
Cheaper option - cutting a hole in the wall adjacent to current air intake to install another intake register in the bedroom. Cost 400-500 dollars.
Expensive option - constructing a plenum alongside the air handler with 25 foot of ductwork in the attic with the register mounted in the ceiling. Cost 1300-1500 dollars. We chose the more expensive option.

When we received the contract, the list of Additional Services Selected contained a line item of "Duct Work - Return Inlet With Grill (Including Duct) Up To 25' - Max RD with equipment". No cost was associated with the line item.

We financed the purchase and installation of two complete A/C units so Del Air had received payment from the finance company before the installation.

On the day of installation, the installation technician said that because of the pipe mounted in the wall behind the current air intake grill, no new ducting could be installed. Del Air did not add the new air intake for which we had paid.

We have discussed a refund several times with the salesman and once with 'Tom', who is supposedly the salesman's supervisor, Tom came to our home once and discussed the situation. He sent the salesman back to our home where the salesman insisted that he would never charge as much as $1,300 to $1,500 for additional work during such an expensive installation. He acknowledged that no additional inlet had been installed and offered a refund of $444. We said that was not what we paid. He has since stopped answering my emails.
Business Response
Date: 01/20/2023
Friday 20th January 2023

Better Business Bureau of
Central Florida
1600 S Grant St
Longwood, Fl 32750

Attention: Kim M**************
                   Consumer Affairs
Representative

Re:
Case # ********
                 *** *****

Dear Ms. M***************

This communication is
intended to provide an update regarding the above referenced case for *** ****** **** ******* ***** *** ******* ** ******

A Del-Air representative has
been in contact with Mr. ****** We are
sorry for the time this has taken Mr. ***** to receive communication on this
matter. We have looked into our communication process with all parties involved
to not allow this to not happen in the future for our customers.

We placed a refund for Mr. ******s
Duck work, this was issued on 01/11/2023.

It is always our intention to
exceed the expectations of each of our customers and while we’re sorry for the
inconvenience caused Mr. Olsen, we are happy to have the opportunity to fully
resolve his concerns.
.

Sincerely,

Marty K*****
Quality Control Manager
Customer Answer
Date: 01/24/2023

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:12/29/2022
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.
This business is terrible about response to repair our AC unit. The unit is 13 months old has a 10yr warranty and we cannot get it repaired and then they schedule time to come out and did not show. I understand things break but this unit has gone through 2 wiring harnesses, 3 comms boards and now a motor. They worked on it last Friday Dec 23rd assured us it was good and come to find out it's not heating or cooling. They are unresponsive to our requests. They tell us they will call back and never do.
Business Response
Date: 01/10/2023
Tuesday 10th January 2023

Better Business Bureau of ***************
1600 **********
********, ** 32750

Attention: ************************************
Consumer Affairs Representative

Re: Case # ********
***********************

Dear *********************************:

This communication is intended to provide an update regarding the above referenced case for *********************** who resides at ********************************************************** Del-Air representative has been in contact with ****************. We have placed an order for the component required to return Mr. ******* **** system to full operation. The manufacture is currently unable to provide us an E.T.A or expectation as to when the component will be available although we are working through options to escalate the order. Rest assured our Purchasing Team is following up on the status of the order daily. We will continue to communicate with **************** throughout this process.

It is my understanding that our Service Professional was able to get the **** system for **************** operating in a temporary manner until the part is received. Once we obtain the necessary items to complete the repair, we will call to coordinate scheduling with ****************. It's our intention to have a supervisor go through a thorough system operational evaluation once the repair is completed.

It is always our intention to exceed the expectations of each of our customers and while we're sorry for the inconvenience caused ****************, we are happy to have the opportunity to fully resolve his concerns.
.

Sincerely,

***********************
Service Supervisor
Initial Complaint
Date:12/23/2022
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.
On December 10th I noticed my AC unit was making a strange noise so I called the original installer of the units and had them come out to diagnose the problem. The technician came out and looked at the unit and said its the compressor is bad without even looking at the unit. He did test the capacitor and said it was within specs and then talked and talked about his experience. He stated that it would be about $1600.00 and expect a formal quote on Monday. After getting the quote on Wednesday after calling them the cost is over $2400.00. I called another AC repair and they said if it was the compressor (under warranty) it would be $950.00 much better than Del-Air. The other company came out and did his own test and found out that the compressor was not a problem but something on the logic board was the problem. All in all it costed me $325.00 for the parts and labor. Since Del-Air is an employee owned company they are told to upsell everything in fact defrauding the customer of parts they don't even need. The company is showing the public that they cannot be trusted and should have to pay for their misleading service techs. All I want is my service call money back because they did not provide a proper service call but mislead me into thinking that I needed something that I didn't need.
Business Response
Date: 01/11/2023
Wednesday 11th January 2023

Better Business Bureau of ***************
1600 **********
********, ** 32750

Attention: ************************************
Consumer Affairs Representative

Re: Case # ********
*****************************

Dear *********************************:

We are responding to the above referenced case for *****************************, *****************************************************************, 34715.

A Del-Air representative has attempted to communicate with ************************. We've not been successful but have left voicemails for the customer to call us back to discuss this matter.

At this time, we're requesting that ************************ reach out to *********************** at ************. **** is our Service Supervisor, and he is interested in looking into this matter further.

Additionally, I'd like to request documentation regarding the scope of work performed by the other HVAC company so we can investigate this further.

We are very sorry for any inconvenience that this has caused our customer and we look forward to the opportunity to resolve his concerns.

Sincerely,

***********************
Quality Control Manager
Initial Complaint
Date:10/11/2022
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.
We had del air com out and look at our air conditioner unit and the service man from del air said that it was bad and need a new one. We even got a appraisal from them for a new unit. So I called another company and they came out and fix it and all it was a sticky relay. I want my fees for the service call that they charge me for the call. This furnace has been working fine for six months. The supervisor Mike S*** will not call me back. They still up $336.00
Business Response
Date: 11/18/2022
Business Response /* (1000, 5, 2022/10/24) */
Saturday, October 22, 2022

Better Business Bureau of Central Florida
1600 S Grant St
Longwood, Fl 32750

Attention: ************-******
Consumer Affairs Representative

Re: Case #********

Dear Ms.*********-******:

We are responding to the above referenced case for *** *******, located at****************************************. After reviewing the service file, the following is our findings.

The customer had called us out for a cooling issue. We arrived at the home on 5/23/22 to diagnose the reason for the cooling problem. It was found that the refrigerant levels were lower than normal. The technician advised the homeowner and quoted for a leak check service, which was approved by the homeowner.

A leak was found in the system's evaporator coil. No other issues were presented at the time of the service call. The technician quoted the customer for the replacement of the evaporator coil. The customer said he would call another company for the replacement. We recorded the system readings from our findings, thanked the customer for their business and collected payment for the diagnostic and leak check.

On 10/19/22 a supervisor went to the customer's home to see how we might help with the claim we did not perform a proper diagnosis. The leak check was performed once again and verified the system does have a leak in the evaporator coil. We were able to show the customer where the leak was as well.

At this time, we are not able to refund any fees paid from the original service call. The findings from that diagnosis were verified so we see no failure in our original diagnosis. If the customer decides to replace the coil or the system, we would be glad to provide a quote to assist them as needed.

Sincerely,

Richard N******
Service Integration Manager

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Del-Air Heating, Air Conditioning, Plumbing And Electrical

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Del-Air Heating, Air Conditioning, Plumbing And Electrical

Del-Air Heating, Air Conditioning, Plumbing And Electrical

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