Complaints

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

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

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  Del-Air Heating, Air Conditioning, Plumbing And Electrical

  1000 Business Center Dr Lake Mary, FL 32746-5585

  
• 

  Del-Air Heating, Air Conditioning, Plumbing And Electrical

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

  
• 

  Gator Air Conditioning

  6216 28th St E Ste 1 Bradenton, FL 34203

  
• 

  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

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:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** Air Conditioning and Heating has been a major disappointment from the moment I had my new air conditioner installed. What should have been a smooth upgrade quickly turned into a frustrating nightmare. Over the past year, *** had to call for service at least seven times, and the same issues continue to resurface despite repeated repairs. As a veteran who trusted this company and paid a premium, I find the quality of the system and the service completely *************** make matters worse, the customer service experience has been just as bad as the product itself. The technician is consistently late, often missing the appointed service window entirely. There's a clear lack of professionalism and accountability, and my concerns seem to fall on deaf ears. It's incredibly disheartening to be treated this way, especially after investing time, money, and trust in what should have been a reliable *********** Im left with the added stress of exploring options with the Better Business Bureau and even considering legal action, simply because I was sold a defective product that never worked for more than a few months at a time. Whats most concerning is that **** Air Conditioning and Heating will likely try to ***** responsibility once the warranty expires, even though the unit has been faulty from the start. I strongly caution others to avoid this company unless they want to risk going through the same ordeal.

  Business Response

  Date: 06/02/2025

  Dear Mr. ***************** you for taking the time to share your concerns with us. I want to begin by sincerely apologizing for the ongoing frustration and inconvenience you've experienced with your HVAC system and with our service. We understand how important it is to have a reliable systemespecially in ********** how disappointing it must be to feel let down, particularly after placing your trust in us.
  We take your feedback seriously and are committed to addressing it thoroughly. I have personally attempted to reach you by phone and have left multiple voicemails in hopes of discussing your concerns directly. I understand your time is valuable, so when you're available, I would appreciate the opportunity to connect and ensure we're taking the right steps toward resolution.
  In the meantime, we are offering a box of filters and pan strips at no charge as a goodwill gesture. We believe this will assist with ongoing maintenance and help prevent further drain-related issues. It's worth noting that one of the recurring problems was due to a glue bubble in the drain line trapping sludge, which weve identified as a contributing factor.
  We are also taking internal steps to ensure better service delivery, including scheduling additional technician coaching on proper drain line installation and cementing. We fully recognize the need for consistent, timely communication and technician professionalism, and your experience highlights areas we are actively improving.
  Please know our goal is to resolve this issue in a way that restores your trust and satisfaction. Your system is still under warranty, and we have no intention of avoiding responsibility. Once were able to speak with you, well finalize next steps together and ensure any future work is handled promptly and properly.
  I remain committed to seeing this through personally and welcome you to reach out to me directly.
  Warm regards,
  ******** ****
  ******************************start="2187" data-end="2190">**********************************************************

  Customer Answer

  Date: 06/18/2025

  Re: ID # ********- **********************;  This case needs to be reopened.  The air condition is still having problems again and went out.  Nothing has fixed it permanently after a year of trying to have air condition.  I am requesting an upgrade replacement or a lifetime warranty free of charge.  

  Customer Answer

  Date: 06/18/2025

  Re: ID # ********- **********************;  This case needs to be reopened.  The air condition is still having problems again and went out.  Nothing has fixed it permanently after a year of trying to have air condition.  I am requesting an upgrade replacement or a lifetime warranty free of charge.  

  Customer Answer

  Date: 06/19/2025

  The unit stopped functioning once again on 6/17/2025.  I called and they claimed they were unable to call me because of technical difficulties, but eventually told me a technician would be sent within the hour.  So, it is now 4:30 pm on a holiday and I've been waiting for half of the day for somebody to come after 2 days of not having **.   Additionally, since this is most likely about the 6th/7th time over the last year the ** has now been broken, I"ve also sent a letter to **** Air for acknowledgment: 

  06/19/2025 To Del-Air:

  I am writing to formally notify you of an ongoing and unresolved issue with the air conditioning system installed by Del-Air, which has persisted for over a year. Despite multiple technician visits and attempted repairs, the system continues to malfunction particularly involving the wall-mounted touch panel, which frequently shuts off without warning, causing the cool air to mysteriously stop working.  Recently, on 6/17/2025 the same issue happen again in which the unit started acting strangely and shut off and turned on, without cooling.
  This recurring problem has become more than a technical inconvenience. Over the past 3 to 4 months, I have experienced significant health issues directly aggravated by the inability to maintain a stable, cool indoor temperature. These malfunctions, combined with inconsistent service resolution, have made the unit unreliable and unsuitable for continued use.
  Your technicians have returned multiple times to perform "repairs," yet the same issues resurface shortly after each visit, leaving me with a product that clearly meets the standards of a lemon under applicable warranty and consumer protection laws, including the ********-**** Warranty Act and relevant Florida Lemon Law statutes.
  Due to the ongoing nature of this problem, I have already filed two cases with the Better Business Bureau, and I fully intend to continue doing so each and every time the issue recurs. It is unacceptable to pay for a system that fails to meet basic functionality and continues to jeopardize my comfort and health.
  At this point, I am formally requesting one of the following resolutions at no additional cost to me:
  A full refund of the purchase and installation costs
  A partial refund along with an extended 50-year warranty on the system
  A complete replacement and upgrade of the system from scratch
  If Del-Air does not respond with a satisfactory resolution in a timely manner, I am prepared to pursue legal action through small claims court. I sincerely hope we can avoid that step and resolve this matter quickly and amicably.
  Please treat this letter as a final opportunity for resolution before I proceed with further legal and public consumer actions.
  Sincerely,

  **** *******

  Business Response

  Date: 06/23/2025

  Dear Mr. ***************** you for taking the time to clearly outline your experience. I want to begin by offering my sincerest apologies for the continued inconvenience, discomfort, and frustration this ongoing issue has causedespecially considering the impact its had on your health and peace of mind. Your expectations are valid, and we acknowledge that we have not met them.
  I understand that you've experienced repeated failures with your system, including the float switch, thermostat panel behavior, and inconsistent coolingdespite multiple service visits. Our records do show a history of recurring drain issues triggering your float switch, and we agree that a long-term solution is overdue.
  Today, our Field Supervisor and Service Manager were scheduled to be at your home to thoroughly reassess the system, evaluate the entire drain setup, and ensure all diagnostics go beyond immediate symptoms to prevent this cycle from continuing.
  Your letter has been escalated internally and I am personally reviewing your account with our leadership and warranty teams. Our goal is to provide a resolution that gives you the reliability and confidence you deserve from this systemand from us as your HVAC provider.
  Please allow me to be your point of contact moving forward. You may email me directly at ************************************* so I can coordinate next steps with our internal team and make sure all future actions are communicated clearly and swiftly.
  Again, I truly apologize for the trouble this has caused. Thank you for your patience and for giving us the opportunity to make this right.
  Warm regards,
  ******** ****
  Customer Experience | *********************************************, Air **********************, ********************** & **********************
  *************************************

  Customer Answer

  Date: 06/25/2025

  The company indeed sent two representatives to my residence and they temporarily fixed the issue.  They also mentioned that they would contact me as soon as possible early in the week so that they could install a pump to fix the issue, however, it is all most Thursday and I have received no calls or indications they will fulfill their promise as of yet- 6/25/2025.  As indicated, they mentioned the flow switch and drainage was a problem, but they also mentioned that because of the age of the house it could become a problem again.  With this in mind, I'm still hoping that the issues and concerns will be addressed as soon as possible and that either a new unit or a complete warranty and permanent fix happens soon as possible.   

   

  Respectfully,

  **** *******

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23357974
  
  I am rejecting this response because:

  The company indeed sent two representatives to my residence and they temporarily fixed the issue.  They also mentioned that they would contact me as soon as possible early in the week so that they could install a pump to fix the issue, however, it is all most Thursday and I have received no calls or indications they will fulfill their promise as of yet- 6/25/2025.  As indicated, they mentioned the flow switch and drainage was a problem, but they also mentioned that because of the age of the house it could become a problem again.  With this in mind, I'm still hoping that the issues and concerns will be addressed as soon as possible and that either a new unit or a complete warranty and permanent fix happens soon as possible.   

   

  Respectfully,

  **** *******

  Business Response

  Date: 07/07/2025

  Good afternoon Mr. ***************** you again for your patience, and I want to extend a sincere apology for the continued frustration you've experienced regarding your A/C unit. We absolutely understand your concern, especially after a year of issues and inconsistent communication. You deserve timely, reliable service and Im truly sorry weve fallen short of that.
  Our team has taken the following steps to move toward resolution:
  We have coordinated with our Purchasing Assistants to order the necessary part (condensate pump), and the install is currently scheduled for July 1st under job #********.
  Additionally, job #******** is scheduled for our electrical team to install a disconnect.
  There will be no charge for the replacement work, as a courtesy and acknowledgment of your ongoing inconvenience.
  Ive personally confirmed both jobs with our scheduling team and documented that you should be contacted promptly if there are any issues or delays.
  We do recognize there was a breakdown in communication the part confirmation from our service manager was delayed, and unfortunately, your case slipped through the cracks. That is not acceptable, and we are actively addressing internal training to improve how we track follow-ups and part approvals moving forward.
  That said, we want to ensure youre fully satisfied. If there are still outstanding concerns such as long-term warranty assurance, or additional issues with drainage or equipment age I would like to arrange a meeting with you and our internal leadership team to explore a more permanent resolution. Please let me know a good date and time for this.
  Your experience matters to us, and we are committed to making this right.
  Warm regards,
  ******** ****
  ************* **********************
  **********************************************************

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is in regards to Del Air, who recently bought out ********* a/c. For nine years I have had excellent service from ****************. Then on approximately 03/10/205 during a semi-annual check up, I was told the entire a/c unit needed to be replaced because the coils were leaking and the motor was going. I did not realize this was Del Air and not ********* so I believed them. They charged me 12K for a new unit, and then it failed the City of Jax inspection as they did not do the job correctly. I spent weeks calling the company to get a technician out here to complete the job. Finally a technician came out and did the required work. I was told by the technician Del Air would call the City of Jax and let them know the work was done and to come back out for inspection. Since then I've had to call Del Air to ask if they called the City of Jax and have gotten stalled saying someone will call. I feel I was tricked into buying a new a/c unit and have since found out repair of the coils and replacement of the fan would have been at the most $1800. I am 66 on a fixed income and I feel I have been conned.

  Business Response

  Date: 06/02/2025

  Dear Ms. **************** you for bringing your concerns to our attention, and for the opportunity to address them directly.
  First and foremost, Id like to sincerely apologize for the confusion and frustration you experienced throughout this process. We understand how important your home comfort is, especially when youve been a loyal customer for many years. We also recognize the trust you had in McGowans and want to assure you that we are committed to honoring and continuing that trusted relationship under the Del-Air name.
  Regarding your recent installation, the final outstanding itema breaker that needed to be swappedhas been addressed. Your re-inspection with the City of ************ has been scheduled for May 22nd, and I will personally follow up with you after the visit to ensure everything was completed to your satisfaction.
  Although no monetary concession was issued, I had the opportunity to speak with you directly to review all of your concerns in detail. Ive documented our conversation in your account and coordinated with our team to ensure we follow through as discussed. You also have my direct contact information should you have any additional questions or need anything going forward.
  We understand your concern regarding the recommendation to replace your unit. During our transition from **************** to Del-Airs platforms, there were some internal communication challenges, which weve identified and are actively working to improve across our teams.
  You mentioned how much you valued the technicians from McGowans, and I want to assure you that we will continue to assign those familiar, trusted technicians to your future appointments whenever possible. We are committed to delivering the service youve come to expect and deserve.
  We truly appreciate your continued trust and the chance to make this right. Please dont hesitate to reach out to me directly if theres ever anything further you need.
  Warm regards,
  ******** ****
  ******************************start="2113" data-end="2116">**********************************************************
  

• Initial Complaint

  Date:05/07/2025

  Type:Order 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.

  DelAir just cancelled my pre paid service call for the 3rd time. This company is not serious and has complete disregard about wasting customer's time. Will never use them again after my pre paid calls are finally done. They are NOT serious and cannot be relied upon.

  Customer Answer

  Date: 05/08/2025

  Please be advised that DelAir has responded to the complaint and they have completed the job to my satisfaction on May 7th.

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 26, 2025 I signed up for the Annual Precise Comfort Membership along with the tune-up service I received. After several late appointments and going from a working AC unit to suddenly a non-working AC after the "tune-up I have called to cancel the membership plan. The ************************************* office, which is the only way to contact them now, cannot find that I paid for the services. They have attempted to contact the ******************* but have not received a response. DelAir is not prompt with their appointment times. they are at least 2-8 hours late without any notification to the customer. Not a reliable company. I would like a response from the billing department and receive the refund for $259.00 paid for the 1 year contract as I will not be utilizing their services ever again.

  Business Response

  Date: 05/13/2025

  Dear Ms. ***************** you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you've experienced following your tune-up service and membership purchase.
  We understand how important reliable service and clear communication areespecially when it comes to your home comfort. We take your feedback seriously and are actively addressing the issues you've raised, including the delays in service and lack of responsiveness.
  Regarding the $259 payment for the Annual Precise Comfort Membership, we have confirmed the refund is being processed in full. You should see the amount returned to your original payment method shortly. We regret that your experience did not meet the standards we hold ourselves to, and while we're sorry to see you go, we respect your decision to cancel the membership.
  As a former ******* customer, we also understand the added challenge of navigating service coverage changes, and we're working with our teamincluding Mattto improve how we handle these transitions and customer communication.
  If you have any further questions or would like confirmation once the refund has been fully processed, please feel free to reach out to me directly.
  Thank you again for your patience, and we wish you all the best moving forward.
  Warm regards,
  ********
  ******************************start="1527" data-end="1530"> Del-Air Heating and Air Conditioning
  **********************************************************

  Customer Answer

  Date: 05/19/2025

  I did receive a phone call from the General Manager from the ******* office, who was very apologetic and said I would get reimbursed for all the money I had paid;  the maintenance program as well as the repair which was made the day prior to the system completely failing.  

  I have received a refund in check form for the maintenance program in the mail.  I have not received the remainder as promised.  

  I received was I was initially asking for, thank you.  Still not a trust worthy company that does not deliver as offered.   

  Thank you for your support. 

   

• Initial Complaint

  Date:05/02/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had Del air install water softener system and hot water heater in October. Arranged to have another service done later in October 2024. Had to give deposit of half in October. Called to schedule and we were no call no show for three appointments. Went through h*** to get deposit back. Finally got the check but it took four months. When we had equipment installed we did year service agreement. We are having a problem with water heater. So against my better judgement and only because units are under warranty do we call to schedule service. Appointment set for May 2nd. Window for service 2-4 pm. Kept calling as no one was showing up or calling to tell us running late. Finally called to say forget it. I do not think they were actually coming. I spent three hours waiting again to no avail. That is four scheduled appointments and four no call no shows. Unbelievable. I want credit for service contract that we paid for. Great scam. Get money upfront and never show up.

  Business Response

  Date: 05/05/2025

  Hi *****,
  Thank you for bringing this to our attention, and please accept our sincere apologies for the experience youve had. We understand how frustrating it must have been to deal with multiple missed appointments, long delays, and difficulty reaching a resolutionespecially when it comes to essential equipment like your water heater and softener system.
  We want to assure you that this is not the level of service we strive to provide, and we are committed to making this right. At this time, weve been unable to locate a service file under your name and the zip code *****. In order for us to investigate this thoroughly and ensure were connecting you with the appropriate team, could you please provide us with the full service address where the original installation and service were scheduled?
  Once we have that information, we will be able to escalate this to the appropriate department and work toward a resolution, including reviewing the service contract concerns and any next steps regarding your equipment.
  We truly appreciate your patience and the opportunity to turn this experience around.
  Warm regards,
  ******** ****
  ******************************start="1356" data-end="1359"> Del-Air Heating and Air Conditioning
  **********************************************************

  Customer Answer

  Date: 05/05/2025

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

• Initial Complaint

  Date:04/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our a/c unit is not cooling our home. Del Air came out and reported it was a Freon leak in the old line and replaced it for $1,000. The problem was not fixed. Since the repair, we have struggled to get them to show for scheduled appointments. Technicians are always running behind on other jobs and just dont show so I have to reschedule another appointment. The one that did show was very late and I had to go to work. I am asking them to stand by their work and make this right.

  Business Response

  Date: 05/09/2025

  Dear ********,
  Thank you for bringing your concerns to our attention, and we sincerely apologize for the inconvenience and frustration this situation has caused. At Del-Air, we are committed to standing behind our work and providing reliable, timely service to every customer.
  We understand your AC unit continues to experience issues despite a recent repair involving a line replacement. We acknowledge your frustration with the missed or delayed appointments, and this is not the level of service we strive to deliver. Please know we are addressing this internally to ensure better scheduling practices moving forward.
  Regarding your concern with the ** lights, we appreciate you sharing this information. We were not previously made aware during our visit, but once informed, we offered a same-day follow-up to address it. Per your request, we have scheduled a technician to return on Thursday to thoroughly inspect the system and assess any remaining issues, including the ** lights.
  Our goal is to resolve this to your satisfaction. Please feel free to contact me directly at ********************************* If you have any questions before the upcoming visit or need additional support.
  Thank you for your patience, and we look forward to making this right.
  Sincerely,
  ******** ****
  Customer Experience | ********************************************* & Air Conditioning
  **********************************************************

   

  Customer Answer

  Date: 05/09/2025

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

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a new Ac unit one week ago and the unit is down and Del air a technician came on Saturday and told us ***** the condenser outside unit is messed up or broken so he couldn't fixed it i was told the office will contact me and tey never did im the one calling hem to get this resolve and still not getting anything done in the meantime we are without ac with a brand new unit installed just a week ago I have medical issues and I can't be without ac that is the reason why we bought a new unit i need this resolve as soon as possible

  Business Response

  Date: 04/21/2025

  Dear Ms. ******************* you for bringing your concerns to our attention. I sincerely apologize for the frustration and inconvenience you've experienced with your new AC unit. I understand how important it is for you to have a properly functioning system, especially with your medical concerns.
  After reviewing your case, I can confirm that the issue arose from a low charge in the system, which ultimately led to the failure of the compressor. On our original service call, we should have ensured the system was properly charged with the correct amount of refrigerant. Unfortunately, when the technician returned to assess the situation on Saturday, the compressor was locked out. At that point, the technician identified the issue but did not escalate the matter to management immediately, resulting in further delays.
  We deeply regret that communication between our team members fell short, and I can assure you that steps have already been taken to improve our internal processes. After escalating your case, we promptly arranged to replace the failed compressor with a new condenser, which has now been installed and fully resolved the issue. This was completed with approval from ******, as we worked to ensure your system was up and running again.
  To prevent this from happening in the future, we've taken the opportunity to train our technicians and management team on the importance of urgency and proper communication when handling escalations. We are committed to ensuring that all customer inquiries and concerns are handled with the utmost care and attention moving forward.
  Im happy to hear that you are now satisfied with the resolution, and we appreciate your willingness to update your review once the matter is fully resolved. Please know that your experience is important to us, and we value your feedback as we work to continually improve our services.
  If theres anything further we can do to assist or if you have any other questions, dont hesitate to reach out directly. My name is ********, and I am part of the customer success team here at **********************. You can email me at ********************************* and Ill be happy to ensure everything is taken care of.
  Thank you again for your patience, and we look forward to continuing to serve you.
  Best regards,
  ********
  ******************************start="2406" data-end="2409"> Del-Air Heating, Air Conditioning, Plumbing and Electrical

  Customer Answer

  Date: 05/02/2025

  I like to thank you for taken care of our concerns and replace the unit, as you mentioned on your response you now have properly trained your staff hoping all customers have the deserve service thanks 

  Customer Answer

  Date: 05/05/2025

  Date Sent: 5/2/2025 11:57:03 AM
  I like to thank you for taken care of our concerns and replace the unit, as you mentioned on your response you now have properly trained your staff hoping all customers have the deserve service thanks 

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I am trying to go through all channels and I guess I will write an email. I have been calling customer service for the last few days. The tech that came over confirmed what I already knew I told him my defrost board looked like it shorted out he looked at it and confirmed it and told me that if I pay $150 now that someone will schedule install and someone will be out in 2-3 days. That was January 21st then someone called me and said they have to order the part and that will be 7-10 business days. Today is the 4th and no one seems to know when this part is coming in and scheduled me for an install for tomorrow but y'all don't have the part. Meanwhile I have 2 infants and my house is 85 degrees and it's been that way for 2 weeks. This is stressful for me because it's very uncomfortable if I would've known that you did not have the part ready for install then I would've went elsewhere so that I can get this problem fixed...... That email was back in February I still have not received a refund. I am pretty sure the part never came in no one has contacted me I have screenshots of me reaching out to them and nothing

  Business Response

  Date: 04/21/2025

  Dear Ms. *************** you for reaching out to us and bringing this issue to our attention. I deeply apologize for the frustration and inconvenience you've experienced with your service request and the lack of communication regarding the part and refund.
  I can understand how stressful this situation has been, especially with the discomfort caused by the temperature in your home and the challenges of caring for your infants. Please accept our sincerest apologies for the delay in addressing the issue and the confusion around the availability of the part for your defrost board installation.
  Upon reviewing your case, I see that a charge of $154.50 was made on January 21, 2025, for the service call and part order, but it was refunded on February 27, 2025, as part of the resolution process. If you haven't received the refund yet, I will personally ensure this issue is promptly addressed.
  Additionally, I am sorry for the miscommunication regarding the parts availability and the install timeline. It appears there was an unexpected delay in receiving the part, and I can understand how frustrating it must have been for you to not receive timely updates.
  To resolve this, I will investigate further into why the part hasnt been installed and follow up with you directly. You should not have been left without clear communication or resolution, and we take your experience seriously.
  Please expect to hear from me shortly to confirm the status of your refund and the installation. If there's anything else I can do for you in the meantime, please don't hesitate to contact me directly at **********************************************************.
  Thank you for your patience, and I apologize once again for the inconvenience this has caused. We are committed to providing better service and ensuring this situation is resolved promptly.
  Best regards,
  ********
  ******************************start="1859" data-end="1862"> Del-Air Heating, Air Conditioning, Plumbing and Electrical

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 26, 2025, we submitted a service request for a broken air conditioning unit. A technician came the next day, March 27, and informed us that a specific part was needed. We were told the part would arrive and be installed within two ******** has now been over two weeks, and when we followed up, the company shockingly claimed they could no longer locate our service request as if the visit and entire case never existed. However, we had already provided the invoice at the time of service, and the technician physically visited the property. There is no excuse for claiming this case doesnt exist the records are clear.Due to the ongoing high temperatures now regularly above 85F the property has become too hot to remain in. It is simply not suitable for occupancy under current conditions, and we were forced to seek alternative accommodations, which has caused significant inconvenience and added cost. Prolonged exposure to this kind of indoor heat also brings potential health risks, such as physical discomfort and heat-related symptoms.The companys complete lack of communication and responsibility is unacceptable. We demand that this situation be resolved immediately, including:Locating and reinstating our original service request,Delivering and installing the required part without any further delays.This issue has already caused significant disruption. We expect a prompt and effective resolution without any additional excuses or delays.

  Business Response

  Date: 04/16/2025

  Dear Sibo,
  My name is ********, and Im part of the Customer Success team here at **********************. I want to start by offering my sincere apologies for the frustration, discomfort, and inconvenience youve experienced. What youve described is absolutely not the type of service we aim to provide, and I completely understand how upsetting it must be to not only deal with a malfunctioning AC system in high temperatures, but also feel as though youve been ignored and left without support.
  Its deeply concerning to hear that after a technician visited your home and provided an invoice, your request was seemingly lost in our system. That should never happen. We take every service call seriously, and Im truly sorry this situation has caused you such distressespecially to the point that youve had to find alternate accommodations due to unbearable indoor heat.
  I want to assure you that I take your complaint seriously and am committed to helping you find a resolution. Ive tried to locate your case using the information provided, including invoice number *******, but unfortunately, I haven't been able to find the corresponding service file in our records. That said, I am not giving *** would be grateful if you could please email me directly at ******************************** with any additional information (such as the address where service was performed or any other names the account may be under). Once I have that, I will personally look into this, make sure the necessary part is located and scheduled for installation, and do everything I can to make this right for you.
  We truly regret the disruption this has caused and the lack of follow-through you've encountered. I appreciate your patience and hope to hear from you soon so we can get this resolved as quickly as possible.
  Warm regards,
  ********
  Customer Success | *********************************************, Air **********************, and **********************

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a service warranty with Del air for 1 year, after purchasing a brand new air condition system for my home. The system worked fine for 6 months, but on the first day of winter it was freezing cold in my house and the heater would not work. I contacted Del air to assess the problem, and on that same day, 3 different technicians arrived with different solutions to try and find the problem. They were unsuccessful. Over the course of the next 3-4 months, there have been at least 4 technicians out to my home to try and assess the same issue. Every technician gives with no a different solution to the same problem and none of them have worked. As of now, I have no air conditioning. Im using a portable unit from Del air fit for a normal sized room, to try and cool my entire 2 story house. While Im waiting for the part that the last technician said was needed to solve the issue. This part has no expected arrival date, meanwhile its getting more and more hot by the day as we move towards the summer. I am a 68 year old widow and cancer patient, I contacted ******** at Del air on 4/2/2025, who informed that shes the customer service liaison. I explained to her what Ive been going through with their company, she expressed to me that someone would call me back this morning on 4/3/2025. At this time Ive yet to receive a phone call. My service contract is up in 10 days and for 5 months of my service contract, the unit has not functioned properly. I dont feel as though Ive been treated fairly.

  Business Response

  Date: 04/07/2025

  Dear ******,
  Thank you for reaching out and sharing your experience. We sincerely apologize for the prolonged issue with your heating system and the frustrations that it has caused. We understand the importance of having a reliable system, especially in your situation, and we deeply regret that we've fallen short in providing timely solutions.
  The delay in receiving necessary parts, coupled with the difficulty in bypassing the system once a proper diagnosis was made, has certainly contributed to the extended service time. This is not the level of service we strive for, and we take full responsibility for the inconvenience this has caused you.
  As a gesture of goodwill and to help address some of your concerns, we are extending your service membership for an additional year at no charge. We understand that this doesnt fully make up for the time your system has been down, but we hope it helps in alleviating some of the frustration.
  We also want to acknowledge that you have not been treated fairly, and we deeply regret not providing a better experience during these past months. Our General Manager reached out to you recently, but we should have done a better job of maintaining open communication. Rest assured, we are taking immediate steps to ensure this doesnt happen again, including additional training for our technicians and involving our supervisors to make sure that future service calls are handled more effectively.
  The necessary parts for your system should arrive by next Friday, and we are prioritizing the installation of these parts to get your system up and running as soon as possible. We truly appreciate your patience during this time, and we are committed to resolving this issue to your satisfaction.
  We understand that your service contract is set to expire soon, and given the ongoing issues, we are extending it for another year to provide you with peace of mind.
  Once again, we apologize for the inconvenience youve experienced, and we are committed to making things right. If you have any further concerns or would like to discuss this matter in more detail, please don't hesitate to reach out to me directly at **********************************************************.
  Sincerely,
  ********
  Del-Air Customer Success Team