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

  1000 Business Center Dr Lake Mary, FL 32746-5585

  
• 

  Del-Air Heating, Air Conditioning, Plumbing And Electrical

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

• 

  Del-Air Heating, Air Conditioning, Plumbing And Electrical

  950 Bell Rd Sarasota, FL 34240-9508

• 

  Del-Air Heating, Air Conditioning, Plumbing And Electrical

  503 Sunsport Ln Orlando, FL 32809

  
• 

  Del-Air Heating, Air Conditioning, Plumbing And Electrical

  301 Mango Tree Dr Edgewater, FL 32132-2003

  

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:10/05/2022

  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.

  I have called del air company to come to check my air. Unit. So they sent a technician. When the Tec arrived to my house he didn't mentioned any. Fees. He clean the line he check the inside unit. He put 2 gallons of water. But the line still dirty. I have to tell him to do one more time anyway. At the end he was charged me $119. For the service. And he offered me and additional future services. For $189. So I paid him for that as well. But he said the $189 was for future service. In fact he said for 2 times. An then I called the office and they said. No is only one time. I was not ok. So bottom line I was misleading . For what the Tec told me. They should it honored. What the the Tec told me. I also have Text from the Tec confirmed that it was twice a year. For what I paid. I have a Tex saying that. From the Tec. He never mentioned any charges before the service. Till the end when he finished the job.so now. They I'm trying to canceled my future service. Del air is telling me that. What I paid that they is only for the service it-was performed that day. So I was misleading
  So I want them to refund my $189. That I paid for the extra service that Tec told me. Or they need to honor. The price that the Tec told me. If so they owed me 2 maintenance. Or refund my money. Completely.I this point I want my $308 that I paid. This for the bad communication. I was told. I will attached some documents to prof the conversation with the Tec. If he made a mistake Is not my problem. I want my money at this point.
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/11) */
  Tuesday, October 11, 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 ****** *******, ************************************. We have reviewed the customer's file and found the following.
  
  The refund for the customer has been submitted and is being processed by our accounting department. This final process should be done shortly, and the customer will receive the refund due.
  
  This should take care of the matter for the customer.
  
  Sincerely,
  
  
  Richard N******
  Service Integration Manager
  
  
  Consumer Response /* (3000, 7, 2022/10/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not agree. Because he's not mentioned. The amount to be refunded. I want all my money the whole amount I pay to the technician. And that is because they waisted lot of my time trying to get this resolved. Everyone was part of the problem instead being helpful. To the customer. Lots of phone calls. To every single. Manager. And no one sounds like to wanted resolved the problem. So that's why I'm requesting all my money. Meaning $308 dollars. I want every single penny I pay that day. And I wanted immediately. Refunded. And I wan this complaint to stay on bbb so other people see what kind of business del air is doing and I'm still waisting my time doing this trying to get to the bottom of this. Bad business big company but. Service is horrible I will not accept anything but the whole amount showing in my receipts they need more training every single one in the company including office
  
  
  Business Response /* (4000, 11, 2022/10/24) */
  Tuesday, October 11, 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 ****** *******, ************************************* We have reviewed the customer's file and found the following.
  
  The refund that was in process has been completed as was discussed originally with the customer for the maintenance agreement. We are sorry but we are not able to refund the diagnostic charge. During the service, we did identify the issues with the equipment and provide service to clear his drainage system. We are not assessing any charges for the clearing of the drain lines.
  
  Sincerely,
  
  
  Richard N******
  Service Integration Manager
  
  
  Consumer Response /* (4200, 13, 2022/10/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The reason I can't accept the resolution is because the lied to when the Tec arrive to the house. He didn't mentioned any charges. Or being clear. On any charges. In fact I have already sent the Text we exchanged. With the Tec. They make an error. The should. Honored. They charged me for their time what about my time all the time I expand. Calling trying to get my refund. I waisted a lot of time. Calling and calling. And it took forever to get my $189 back. If they would it. Said or refunded my money right way. With out me calling so many times. Would it be another. Case. So I need my other. $119. Back for all the time waisted.
  So please learn how to communicate. With people. So you don't have this problem again. So for now please be professional in accept you Mistake. Do it for the company. I NEED MY $119 BACK ON TO MY CC. ASAP. I MAKE SURE I WILL NEVER NEVER. USE YOU GUYS AGAIN. THANKS AND. I EXPECTED TO SEE THE REST OF MY MONEY BACK ASAP. Everyone needs training. On this company. Manager no manager knows hot to fix a problem. You don't have a leader. That runs the company. Everyone running like Chickens with the head cut off.

• Initial Complaint

  Date:09/06/2022

  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.

  Purchased new AC installation which was installed on 6/29/22. The outside unit continues to shut off. It started on 8/18/22 and has continued at least 6 times since (8/18/22, 8/27/22, 8/28/2022, 8/29/2022, 8/30/22, and 9/4/22. I was advised a hard start kit may be needed on 8/18/22 (which I was told was recommended by the manufacturer at installation. Additionally, the techs and manager advise the unit is new and the techs aren't familiar with the AC unit.
  Until the part was ordered, I was advised to "flip my breaker" to restart the unit. The unit wasn't flipping my breaker, only turning off. I spoke to a manager on 8/29/22 who stated he would locate the part. On 8/30/22, I was advised the part had been on the tech's trucks this entire time and it was installed. On 9/4/22, the unit stopped working again. A different tech was sent out, who was unfamiliar with the unit. I advised the unit had turned off and I flipped the breaker again. She stated there was nothing wrong with the unit and left the call unfinished for a manager to follow up with me on 9/6/22.
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/09/16) */
  Friday, September 16, 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 ***************************************************************. We have reviewed the customer's file and found the following.
  
  The customer was experiencing some issues with the operation of their equipment. We scheduled an appointment for one of our supervisors to assess the problem on 9/8/22. We waited to see that the repairs were indeed the right solution. The customer reports that there have been no additional issues with the continued operation of their equipment.
  
  We apologize for the inconvenience and thank the customer for reaching out to us.
  
  Sincerely,
  
  
  Richard N******
  Service Integration Manager

• Initial Complaint

  Date:08/26/2022

  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 April, 10 2020 my wife and I purchased a brand new home from ******************** ******** (similar complaint filed against ****). Shortly after the closing we began to have issues with the Air Conditioner unit. We contacted **** and asked for repairs to the unit under their warranty plan that came with the purchase of the new home. **** sent representatives from Del Air who installed the AC unit to make repairs. Several repairs were made over the next two and a half years with no resolution to the original problem. I have asked for the unit to be replaced several times as it can not be repaired. It leaks water and oil on to the filter causing the filter to be destroyed. It leaves rust on the filter that proves that the unit is being eroded by the constant leaking. After so many repairs, including the installation of a new coil, the unit looks like it is 20 years old. It has duct tape on the doors and on the coil. The copper piping is bent, twisted and burnt. The door has some sort of oily substance that they used to try and stop the leaking. And the unit still leaks. The most recent leak has caused the baseboard on two walls to separate from the wall. The insulation inside that wall is most certainly damp. The tile floors in and near the AC room are stained. **** is ignoring the issue now and I had to pay Del Air $99.00 for their most recent service call. It is my opinion that this problem is the same problem that has never been corrected and is most certainly under warranty. Having spent a part of my career selling similar units I am well aware of the proper response to a warranty issue. At some point the unit needs to be replaced. I want nothing more than what I paid for when I bought the home. A working AC unit.
  
  Imagine buying a brand new home two years ago and ending up with an AC unit that looks like it has been destroyed and leaks water/oil only to have the builder and AC installer ignore the issue.
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/29) */
  Monday, August 29, 2022
  
  
  
  Better Business Bureau of Central Florida
  1600 S Grant St
  Longwood, Fl 32750
  
  Attention: Kim M**************
  Consumer Affairs Representative
  
  Re: Case #********
  
  Dear Ms. M**************:
  
  We are responding to the above referenced case for ******************************************************** We have reviewed the customer's file and found the following.
  
  I have reviewed the information from the customer and the service work performed on the unit most recently. I agree with the customer that the coil should be replaced. We will be taking care of that for the customer, and someone will be in touch with them shortly to schedule the replacement once we receive the part from the manufacturer.
  
  We apologize for the inconvenience and thank the customer for reaching out to us.
  
  Sincerely,
  
  
  Richard N******
  Service Integration Manager
  
  
  Consumer Response /* (2000, 7, 2022/08/30) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I do agree that the coil should be replaced if that is what is leaking. The coil was definitely installed incorrectly, however the entire unit may need to be replaced. A skilled representative should come and look at the unit to make sure it is only the coil that needs replacement.

• Initial Complaint

  Date:08/20/2022

  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.

  Brand new Trane unit installed in Sept-Oct 2018 in a brand new home build. I registered the product through DelAir and they are claiming I never did. Now I have no warranty and the unit doesn't work. They have ongoing issues with evap coils produced in my timeframe and are avoiding responsibility and will not stand behind their warranty. I have made repeated attempts to resolve and they will not help.
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/08/29) */
  Monday, August 29, 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****************, ***********************************. We have reviewed the customer's file and found the following.
  
  We installed a new system 9/13/18 at the customer's address. The unit must be registered, per the manufacturer, within at least a 60-day period from the installation of the unit. The customer did not contact us until 8/22/19 to inquire about registering for any warranty, well outside of the manufacturer's requirements. We did provide the customer with information for an extended parts and labor warranty at that time. The customer has not contacted us back indicating they were interested in the warranty at the time.
  
  It may be possible to still purchase and extended parts and labor warranty, if interested the customer can contact us. At this time, the current repair would not be covered, even if an extended warranty were purchased today.
  
  Unfortunately, we are not able to cover the replacement of the part. The customer would be responsible for the cost to replace the coil.
  
  Sincerely,
  
  
  Richard N******
  Service Integration Manager
  
  
  Consumer Response /* (3000, 7, 2022/08/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept this response because I called and registered the unit within 30 days of installation and they are claiming I did not. They did not explain that I could purchase an extended warranty and even if they did, I 100% would not have agreed as I already registered the unit and should be covered until Sept of 2028. The only way to register a unit is through the company (Del-air) who installed it. So, I called and registered within the timeframe and there is nothing I can do because they wont stand behind their work. Also, they are well aware of the defective units made within a specific timeframe that are failing at a much higher rate than normal. The issue is with the evap coils which Del-air would have never known was the issue as they did not inspect the unit for that issue. They were called out due to an electrical issue. So their response proves that they know about the faulty units and refuse to make it right because it would cost them too much money to do the right thing.
  
  Bottom line: I bought a 100% brand new unit while building a brand new home and the unit failed within 1 year of installation. I registered it and they need to make it right. Reinstate my 10 year warranty and replace the defective parts.
  
  It is absolutely unacceptable.
  
  A simple google search will prove the units are having major issues with their evap coils and companies across the country are refusing to make it right.
  
  Disgusting business practice and no one takes responsibility
  
  
  Business Response /* (4000, 12, 2022/09/13) */
  Tuesday, September 13, 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 ***************, **********************************************
  
  Customers can register directly through the manufacturer; this doesn't have to be done through Del-Air. Our records indicate that we weren't contacted in the allotted time window to register. If MR ********** supplies us with phone records showing that a call was made in the time window needed to register we can investigate further.
  
  We hope this information helps the customer. If there is anything else, we can do we are here to help.
  
  
  Sincerely,
  
  
  Marty K*****
  Service Supervisor
  
  
  Consumer Response /* (4200, 14, 2022/09/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am confused by this response. You are saying I need to find evidence that I called you and if I do, you will "investigate further"? This is not a solution. I don't know how to find call logs from 3-4 years ago and even when I do, there is no guarantee you will make it right. Maybe a response saying, if I can prove that I reached out during the registration period, Del-Air will honor the 10 year warranty and come fix my a/c. Then yeah, I will figure out how to get records of my calls. I will not do so if there is no solution when I find it. I also find it interesting that Del-air doesn't address any of the other points made about them knowing about these issues and continuing to sell and install faulty units.

• Initial Complaint

  Date:08/12/2022

  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 installed an entire air conditioning system in my house on 2/11/2021. I paid the entire total of $9,396.00
  the same day the job was finished. After six month of the installation the system has given me problems until today. I had one year warranty with three check up routine services. In 2/11/2022 the warranty was no longer and my air conditioning still keeps shutting down. I called Del Air 8/11/2022 to explain what was going on and I spoke to the service department and a supervisor which I also sent an email explaining how my air conditioning keeps giving issues when its not suppose to because its a brand new system. I took pictures of the air conditioning system and I noticed there is a black rubber tube that is bent and it wont allow the water to flow properly. I explained this issue to the supervisor and he said it could be a back flow and that's why it keeps turning off. I told the supervisor it was the installers fault for not putting the tube properly and that I need them to fix something they installed wrong. Del Air told me they could send someone for a diagnostic check and will charge $119.00 plus the labor quote if I decide to have them fix it. I told them it was their wrong doing and a poor quality installation and they shouldn't charge me for something they were suppose to install properly. I cancelled the diagnostic appointment because they refuse to refund me the damages of that part of the job and they wont waive the fees. I want the BBB to contact Del Air and find a solution for them to come fix what they did wrong without charging me for something they were responsible to do correctly in the first place. Del Air promised me quality service and satisfaction and they did neither, because a brand new system is suppose to last a long time without any constant issues and they did the installation wrong. I attached evidence of payment, installation and the problem of the claim.
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/08/23) */
  Tuesday 23rd August 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 ****************, ************************************************
  
  Del-Air has been in contact with Mrs.********, One of our lead Technicians are scheduled to visit our customer's home 8/26/2022. Our Lead Technician will rework the piping on the unit that is kinked for no cost applied.
  
  
  This should resolve the matter for the customer.
  
  Sincerely,
  
  
  Marty K*****
  Service Supervisor
  
  
  Consumer Response /* (2000, 7, 2022/08/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept their response because they fixed the problem today.

• Initial Complaint

  Date:08/04/2022

  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.

  AC unit installation 2021 $7000
  Service call for no air conditioning June 2022 - 11 days to fix (detailed description of chain of events attached)
  08/02/22 another service provider found the root of the problem was an incomplete job of installer. (pictures attached)
  Committed to provide good service.
  Non satisfactory work for price of install and service call and distress of 87 degree temps in our home for 11 days, multiple phone calls to resolve issue and check on parts every other day taking time away from work, am convinced that if I did not continue to stay on top of it that we would have went even longer without resolve.
  Business finally resolved problem to get us AC. Did not call them back due to lack of trust in them. New provider found issue at hand. Would like refund of labor charges (Del-Air $224.00 + $337.00 + Bloomingdale Air $159.00 totaling $720.00)
  Invoices attached.
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/19) */
  Friday, August 19, 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 **************,*******************************************. We have reviewed the customer's file and found the following.
  
  We installed a new system 1/15/21 for our customer. That system has a 10-year limited part warranty and a 1 year full warranty on the labor. During the first year there were no issues and so the customer did not call us with any problems.
  
  On 6/21/22 we went to the customer's home for a no cooling issue. We found the system was down due to the failure of a fan motor from an electrical short. We offered to repair the wire short to the fan motor wire harness, which they accepted. The repair was made, and the customer paid for the service call and repair. On 6/23/22 the system was down again due to the same electrical short. We made an additional repair at no charge since the customer had already paid for the repair to the fan motor wiring harness. It was recommended to replace the motor. We quoted the customer the price to replace the motor minus 20% and took off the cost of the wire repair made previously as well. The customer agreed to the price and the motor was ordered and installed on 7/8/22.
  
  On 8/1/22, we performed a maintenance on the system, and everything was functioning correctly at the time of that service. The customer again called us on the afternoon of 8/3/22 and said the unit was not cooling. We scheduled an appointment for the customer on 8/4/22. Later that day the customer called to cancel that appointment with no explanation.
  
  We see no reason at this time to refund any amounts paid for the services and parts we installed to get the customer's system operational.
  
  
  Sincerely,
  
  
  Richard N******
  Service Integration Manager

• Initial Complaint

  Date:08/02/2022

  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 had 2 new AC units installed in May of this year. On July 20th, 2022, one of my units went down. They sent a technician on 7/22/2022 to check. The tech spent 3 hours and said the AC had to be re-wired and that someone would call us to schedule. I never got a call, so I called. I spoke with someone that said they would call back. I never got a call back so I called back and I was told no one was in the office. They called and said that they would send someone on 7/25. The individual came and said that he could not do anything to repair the unit and that they needed to send two technicians to perform some re-wiring. On 7/28 my Second unit broke down and I called. A tech came by the name of Paul and he repaired it. I was then told that I would have to wait until 8/2 to have someone come and repair my other unit that had already been down for 2 weeks. They came on 8/2 and spent about 5 hours and still cannot get the problem fixed. They re-wired the system and are now saying that the thermostat wire is the problem and that it is not cover under my warranty and I need to pay for this.
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 8, 2022/08/18) */
  Wednesday, August 17, 2022
  
  Better Business Bureau of Central Florida
  1600 S Grant St
  Longwood, Fl 32750
  
  Attention: Kim M*******-W*****
  Consumer Affairs Representative
  
  Re: Case #********
  ***** ******
  
  Dear Ms. M*******-W*****:
  
  We are responding to the above referenced case for ***** ******, *************************************************. After reviewing the service file, the following is our findings.
  
  We have been in contact with M.R ******, we went to the customers property at the time of install of the new systems the customer opted to have their systems installed using the existing wiring. Through researching and diagnostics this was the cause of the problem. Del-Air has since performed rewiring free of charge for the customer for both units and since 8/8/2022 both units have been running correctly.
  
  
  We are sorry for any inconvenience this may have caused.
  
  
  Sincerely,
  
  
  Marty K*****
  Service Supervisor

• Initial Complaint

  Date:07/28/2022

  Type:Customer Service 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 2017 a new AC unit was purchased from Del Air. In the paperwork that was provided to us, it states that parts are covered under warranty for 10 years and labor for 2 years. Nowhere in the paperwork that was provided does it say that labor would be applied, per item changed or replaced that is covered under warranty. I attempted to call Del Air to obtain an explanation as to why it would cost 2700+ to change a faulty part and that the amount does not even include any additional parts that might be needed. Their scripted response was that it was in the paperwork and that they go by industry standards and that we were free to go to elsewhere. At the time of sale information such as this was not disclosed and it comes across as a scam to get people to buy new AC units. A unit that was installed in 2017 should not be failing and when this is was stated to Del Air they said contact Carrier. They completely wash their hands of any responsibility but are quick to try and obtain the sale for a new unit.
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/01) */
  Monday, August 1, 2022
  
  
  Better Business Bureau of Central Florida
  1600 S Grant St
  Longwood, Fl 32750
  
  Attention: Kim M**************
  Consumer Affairs Representative
  
  Re: Case #*********
  
  
  Dear Ms. M**************:
  
  We are responding to the above referenced case for ********************************************************
  The customer had a unit installed by us on 5/26/17. The last time we were at the home was 5/11/18. We are currently scheduled to evaluate a no cooling issue on 8/3/22.
  
  Since we have been there, I am not sure how the statements about repairs can be made. We will know more when we diagnose the system.
  
  Sincerely,
  
  
  Richard N******
  Service Integration Manager
  
  
  Consumer Response /* (3000, 7, 2022/08/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The information provided in my complaint was from your personnel. When I called to schedule a repair I was informed of all these additional charges to expect, even though the parts are under manufacturers warranty. If you're confused about the information I received, how do you think we feel? The unit is still not working and when the company comes out to evaluate, I'm already bracing for the bill that your company told me will accompany this visit
  
  
  Business Response /* (4000, 12, 2022/08/18) */
  Wednesday, August 17, 2022,
  
  Better Business Bureau of Central Florida
  1600 S Grant St
  Longwood, Fl 32750
  
  Attention: Kim M**************
  Consumer Affairs Representative
  
  Re: Case #********
  ************
  
  Dear Ms. M**************:
  
  We are responding to the above referenced case for************,**************************************************. After reviewing the file again, we find the following.
  
  When the system was purchased, it was to come with a 10 year limited part warranty which it does. The limited part warranty covers the part only, none of the costs associated with the installation of the part that may be needed.
  
  We were out to the home most recently and found the unit needed a fan motor which was replaced at that time. Due to a mistake on the technician's part, he did not quote for the labor to have that part installed and only collected a diagnostic fee. Normally, the customer would have been charged the labor to install the part. We are not seeking payment for the mistake by the technician.
  
  
  Sincerely,
  
  
  Richard N******
  Service Integration Manager
  
  
  Consumer Response /* (2000, 14, 2022/08/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The gentleman that came out was very polite and was able to answer everything with no hesitation. Thank you for taking care of the unit

• Initial Complaint

  Date:07/24/2022

  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.

  I purchased my air conditioning in January 2021 and since then i have needed to call the company four times because my ac stopped working. My ac is currently not working and the first appointment that is available is a week out. I have a newborn and they are not willing to come out early as an emergency situation even though the temperatures are in the 100's. I am very disappointed and dishearten that they would treat a customer like that with a newborn.
  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/07/27) */
  Wednesday, July 27, 2022
  
  
  Better Business Bureau of Central Florida
  1600 S Grant St
  Longwood, Fl 32750
  
  Attention: Kim M*******-W*****
  Consumer Affairs Representative
  
  Re: Case # ********
  
  
  Dear Ms. M*******-W*****:
  
  We are responding to the above referenced case for ****** *****,****************************************
  
  The customer did have a unit installed in January 2021 which carries a full one-year warranty. Since the unit was installed, we had to replace the thermostat. We also performed a routine maintenance and were called out for an odor where no fault was found causing any odors.
  
  The customer called us most recently for a no cooling issue. Due to the extremely high call volume of customer who are experiencing problems we are booked out in advance. We work to get each customer in our schedule as soon as we are able. We find it unfortunate that we are not able to get to customers sooner, but we are working hard to accommodate everyone's needs.
  
  At the time of writing this response, the customer is on schedule for their appointment tomorrow and we can determine the reason for the lack of cooling.
  
  
  Sincerely,
  
  
  Richard N******
  Service Integration Manager
  
  
  Consumer Response /* (3000, 7, 2022/07/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  After my unit was installed this is my third time calling in to have my unit fixed. In this last visit I was told that my low voltage wires needed to be replaced for 642.00. Why am I being charged if my unit is under warranty. My thermostat was also replaced once for being faulty. To me it seems that the thermostat I was given had to be refurbished and the wires were faulty at the time of installation. There is no reason I should be calling in so frequently to have my unit fixed with a brand new unit. I did pay the 642.00 because as a I mentioned in my previous email I have a newborn and with the temperatures rising above 100 there is no way to survive without ac. Also it took a week to book an appointment and I could not bear to have my children sitting without air conditioning for another week.
  
  
  Business Response /* (4000, 9, 2022/08/01) */
  Monday, August 1, 2022
  
  
  Better Business Bureau of Central Florida
  1600 S Grant St
  Longwood, Fl 32750
  
  Attention: Kim M*******-W*****
  Consumer Affairs Representative
  
  Re: Case # ********
  
  
  Dear Ms. M*******-W*****:
  
  We are responding to the rebuttal for the above referenced case for ****** *****,****************************************
  
  As previously mentioned, the system carries a full one-year warranty. Following the first year, functional parts of the unit are covered by the manufacturer's limited part warranty. The thermostat wire is not a functional part of the unit and is therefore not covered by the part warranty. Additionally, the thermostat wire was not included in the original installation. The replacement of the wire the customer paid for is covered by a one-year warranty on the wire and 90 days on the labor to install.
  
  We hope this helps clarify the reason for the charge on the wire replacement and the warranty on it.
  
  Sincerely,
  
  
  Richard N******
  Service Integration Manager