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: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.

  April/2/2025 I was quoted over 25k for a new ac system and new ducts. I got several other quotes quoting me 7500 for the same equipment after the fact. ****** the salesman told me it would cost ****** dollars for my air ducts to be replaced when they only needed to be cleaned! They took advantage of me being a young mother alone and berated me with scare tactics of needing a brand new system instead of doing my repair. The manager *****, was condescending and offered me no help and just agreed with his salesman. No empathy whatsoever. I will NOT take this treatment! He said I was approved by financing for $14,500 for a new AC system so thats is what they charged me when all I needed was a repair. So if I had worse credit Id be charged less? They also never checked to see if the old one was still under warranty. They wanted to sell me the new system instead of repairing the old one.

  Business Response

  Date: 04/04/2025

  Dear ******** ********,
  We appreciate the opportunity to respond to Ms. ********* concerns, as customer satisfaction is a top priority at Del-Air. We regret that she feels taken advantage of, and we want to address her concerns while providing clarity on the services we performed.
  Ms. ******** reached out to us in need of cooling for her home. After a thorough inspection, our team recommended a full system replacement, including new ductwork, based on the condition of her existing system. While we understand that she later found online claims suggesting similar systems could be installed for a lower price, we stand by the value and quality of our work. The pricing we provided included professional installation, necessary permits, compliance with local codes, and a full warranty, ensuring long-term performance and reliability. Online pricing often does not account for these critical factors, which can lead to misleading comparisons.
  Additionally, our recommendation to replace the ductwork was not an attempt to upsell but rather a professional assessment of what was necessary for the system to function optimally. In some cases, cleaning may be sufficient, but when ductwork is aged, damaged, or inefficient, replacement is the best course of action to ensure proper airflow and efficiency.
  We understand Ms. ********* frustration and, in an effort to address her concerns, we provided a total of $1,325 in concessions. While we regret that she remains unsatisfied, our team acted with integrity throughout the process, providing her with all available options and ensuring she was aware of financing solutions. At no point was pricing determined based on her credit approvalour goal is always to offer fair and transparent pricing that reflects the quality of our work.
  We remain open to further discussions with Ms. ******** should she wish to find a resolution. Our commitment to our customers extends beyond installation, and we want to ensure she feels confident in the investment she made in her home.
  Please let us know if any additional information is needed.
  Sincerely,
  ******** ****
  Customer Success Team
  ********************************************************** 

  Customer Answer

  Date: 04/04/2025

  
  Complaint: 23154793
  
  I am rejecting this response because:
  I was completely misled and not informed about my specific AC system options or any other options. They never gave me any choices as to which system and cost I could choose and afford. They picked one similar to the one I had that could have just been repaired. They never once told me the cost until they saw how much I was approved from their financing department. They never gave a breakdown of the costs either for the installation, unit, and hours worked. If I had known there were more affordable options Id have chosen a different unit. They prayed on me not being an expert on ********** and knew I was in a position where I needed something done fast since I have a very young child.  They also continued to speak in Spanish to each other and kept reiterating that they were not talking about me which I found suspicious. Also, the $1300 they are speaking about was not in concessions I was supposed to receive a $500 dollar discount for buying a new system as a part of their promotion and then the remainder of the $800 dollars was a credit I was told that came from purchasing the system. Which I still have yet to receive and am not aware of when or how Im supposed to redeem it. All in all this was NOT a fair and honest exchange and I was most certainly taken advantage of. 
  Sincerely,
  
  ******** ********

  Customer Answer

  Date: 04/10/2025

  I want to also add I was NEVER provided with additional quotes of other systems I could have used. I was approved for $14,500 through their finance company. Then that is exactly how much they charged me for the air conditioning system. Then two days after installation the system completely shut down and we had to have a tech come out and do a repair on a brand new system. ultimately if they cannot resolve our issue at a fair price negotiation, we want the entire system removed. There is a satisfaction, guaranteed clause, and we are not satisfied whatsoever. I have been waiting for the manager to call me for days now and he has not done so. The office said he has the authority to remove the system from our home. This is what we would like done if we cannot reach a negotiated on fair price. I have attached quotes of how much the system costs and it is nowhere near $14,500.

  Customer Answer

  Date: 04/10/2025

  I want to also add I was NEVER provided with additional quotes of other systems I could have used. I was approved for $14,500 through their finance company. Then that is exactly how much they charged me for the air conditioning system. Then two days after installation the system completely shut down and we had to have a tech come out and do a repair on a brand new system. ultimately if they cannot resolve our issue at a fair price negotiation, we want the entire system removed. There is a satisfaction, guaranteed clause, and we are not satisfied whatsoever. I have been waiting for the manager to call me for days now and he has not done so. The office said he has the authority to remove the system from our home. This is what we would like done if we cannot reach a negotiated on fair price. I have attached quotes of how much the system costs and it is nowhere near $14,500.

  Business Response

  Date: 04/21/2025

  Dear *******,
  Thank you for taking the time to share your concerns, and please know how sincerely we apologize for the frustration youve experienced. We understand your dissatisfaction and are committed to resolving this matter as quickly and fairly as possible.
  Id like to confirm that we have processed both your refund and your Lennox rebate. We appreciate your patience while these were completed, and we hope that brings some reassurance.
  Regarding your concern about the pricing and system options: we acknowledge that you were not presented with alternative system quotes at the time of sale. That should have been part of our process, and we recognize how important it is for customers to feel informed and in control of their investment. Were reviewing how this step was missed so we can prevent it from happening in the future.
  Were also truly sorry for the issue you experienced just days after installation. A brand-new system should function as promised, and needing a repair so quickly is absolutely not the experience we want our customers to have. While our team did respond and address the repair, we understand that the confidence in the system was already shaken at that point.
  Please know your concerns have been escalated, and we are actively working to get you in direct contact with management. We understand youre seeking either a price renegotiation or complete removal of the system under our satisfaction guarantee. We hear you, and we are taking your request seriously.
  Our goal is to find a resolution that is fair and ensures your comfort and peace of mind. We will follow up with you shortly to discuss next steps and work toward a solution.
  If you need anything in the meantime, Im here to help. Please feel free to reach out to me directly at **********************************************************.
  Sincerely,
  ********
  ******************************start="1853" data-end="1856"> Del-Air Heating, Air Conditioning, Plumbing and Electrical

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September 2021, we had Del-Air complete a replacement of 2 A/C units and whole house replacement of duct work for a home we renovated. In July of 2022, we started to have problems with the air handler of the larger unit and Del-Air was out to evaluate and try to repair the problem which occurred again in October of 2023 and yet again in July of 2024 at which time they sent multiple technicians on 6 different occasions to try and determine the cause of the problem which included leaking around the outside of the handler, around one of the inside A/C vents and mold around the duct work. Multiple videos and photos were obtained and multiple emails were sent to the company requesting a supervisor address the issue. The unit is under a 10 year warranty by *****. As of today, I have not received any response from the company and find that the unit is again leaking. I have had to pay out of pocket to have our ceiling fixed because of the leak as well. I have been told by one technician that the fan in the air handler was unable to keep up with the unit, but this was never fixed either. Because the company has not resolved the faulty A/C unit which has had repeated problems over the past 3 years, I am asking the BBB to help facilitate a resolution. It should also be noted that the second A/C unit which was installed at the same time has not had any issues and they are located in the same location inside our garage. Thank you!

  Business Response

  Date: 04/09/2025

  Dear Better Business Bureau and Ms. *************** you for bringing this matter to our attention, and please accept our sincerest apologies for the frustration and inconvenience this situation has caused over the past several years. This is certainly not the level of service we aim to provide at Del-Air, and we understand your concerns are both valid and long-standing.
  We recognize the continued issues with the air handler on your larger unit and the impact it has had on your home, particularly with repeated leaking and damage. We also acknowledge that multiple visits and attempted repairs have not resulted in a long-term solution, and we deeply regret the delay in response and resolution.
  To ensure this matter is addressed properly, one of our senior team members has already spoken with you and scheduled a site visit for Thursday at 2 PM, during which we will have an installer present to evaluate the system and determine the most appropriate next stepswhether that is a repair or a full replacement under warranty. We are committed to seeing this through to full resolution and restoring your trust in our company.
  Additionally, we are reviewing this case internally to identify the gaps in communication and execution that led to this experience. Further training and supervision will be implemented to help prevent similar situations in the future.
  Again, we apologize for the inconvenience, and we thank you for your continued patience. We look forward to resolving this matter and earning back your confidence.
  Sincerely,
  Del-Air ************* Team

  Customer Answer

  Date: 04/10/2025

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

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5 March, Del-Air was scheduled to conduct an annual service on my two A/C units. Two workers arrived approximately 3 hours late and began the service. According to past history, a basic service on an A/C consists of Cleaning the Evaporator Coils on the outside and inside, cleaning the drain line, lubricating the blower and condenser fans, checking coolant pressures, inspecting the wirings and control, checking the thermostat and inspecting the air filter. The technician named ****** informed me that on my upstairs unit I had a refrigerant leak in the coils and that I would need to replace the whole system. Which he quoted as costing between $11,000 and $16,000. Surprised by this recent development, I contracted for an independent HVAC expert to validate this assessment. What he found was that I did not have a leak in my condenser unit and that they had not completed a satisfactory service (did not clean the condenser coils or lubricate the fans). They also charged me $374 for a capacitor that they said was bad - which now I questioned.On two separate occasions I reached out to the manager Mr. **** ******** and left a voicemail requesting him to call me to discuss this issue. On 13 March, I called their main line and spoke with ******, she took my information down and said she would escalate this complaint. As of 20 March, I have yet to receive a response!

  Business Response

  Date: 03/31/2025

  Dear ******,
  Thank you for bringing this matter to our attention. We sincerely apologize for the experience you had with your recent service. The situation you described is unacceptable and not reflective of the standard we strive to uphold at Del-Air.
  Our General Manager, **** ********, has made several attempts to reach you to discuss your concerns, but unfortunately, we have not been able to connect. We truly want to make this right and find a resolution that restores your confidence in Del-Air.
  Would you be available at a specific day and time that works best for you to discuss this further? We want to address your concerns directly, review the service performed, and work toward a fair solution, including the refund you have requested.
  Please let us know a convenient time to connect. You can reply to this email or reach us directly at your earliest convenience. We appreciate your patience and the opportunity to make things right.
  Sincerely,
  ******** ****
  Del-Air ************* Team

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23095967
  
  I am rejecting this response because:  Del-Air never reached out to me to discuss this situation.  I left multiple messages with no response.  

  My phone number is ************ and email is ***************************  If it is your intent to resolve this problem then you can call or email me to set-up a time.

  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 04/07/2025

  Dear ******,
  Thank you for bringing this matter to our attention, and we sincerely apologize for the frustration youve experienced. We understand your concerns, and I want to assure you this is not the type of service we aim to provide.
  Our General Manager has already reached out to you to discuss the situation, but we regret that we were unable to resolve this sooner. We should have offered a resolution, earlier in the process, and we are sorry for the lack of communication from our side. Your feedback is incredibly valuable, and we will be using it to improve our service moving forward by providing additional training to our technicians to ensure better communication and service delivery in the future.
  We appreciate your patience and would like to work toward a resolution that leaves you satisfied. If you have any further concerns or need anything else, please feel free to reach out directly.
  Thank you for your understanding,
  ********, Customer Success Team
  

  Customer Answer

  Date: 04/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Please close this case out as Del Air is not serious about addressing the issue.  I was contacted by their general manager, who left voicemail.  I tried the three phones numbers he left to talk with him, he did not pick up on any and at least one was a disconnected line.

  So, please close the response out and log this on their BBB rating as being a company that lies to the consumer in order to make a big profit on giving them something they really don't need.

  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:03/19/2025

  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.

  On 3/12/2025 . I recently went through a new heat pump installation that has been a nightmare. The issues started during the installation process, with missing parts, and it has continued with the thermostat and designated zone boards failing to work or respond. Since the zone board installed by them controls the 1st floor of the house, I can no longer turn the ac for that part of the house. They sold me a malfunctioning product and have not resolved the issue. Total cost was $21,550. I can't believe the level of customer service I've encountered, especially considering the price I paid.

  Business Response

  Date: 03/21/2025

  Hi *****,
  I just wanted to take a moment to sincerely thank you for your patience throughout this process. Im so glad to hear that weve been able to get your system back up and running smoothly. I completely understand how frustrating it must have been to deal with the issues you encountered, especially after your recent installation. Please know that we take your feedback very seriously, and I want to apologize once again for the inconvenience this caused.
  Its always our goal to provide a seamless and professional experience, and Im truly sorry that we fell short of that standard during your initial installation. Weve used this as an opportunity to learn and improve, so we can better serve our customers in the future.
  I genuinely appreciate you working with us to get everything resolved, and Im so happy that we were able to address the issues you were facing. If theres anything else I can do to help or if you have any further questions, please dont hesitate to reach out. Im here to make sure youre completely satisfied with your system and the service youve received.
  Thank you once again for your understanding and for giving us the opportunity to make things right. Im truly grateful for your patience, and I look forward to serving you in the future.
  Best regards,
  ********

  Customer Answer

  Date: 03/21/2025

   
  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:03/11/2025

  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 air-conditioning/heating system was serviced by DelAir in November 2024. Several days after the service the heat would not work. They returned and eventually diagnosed the control board as defective. They strongly recommended we replace the complete system as opposed to repair and provided quotes to replace. We requested an estimate to replace the control board and never received this estimate despite several requests.We entered into a 5 year service contract with DelAir in June of 2023 and prepaid for these services ($1073.00) . Due to the Company's lack of response , sales pressure to replace our A/C system and extremely high quotes to replace , on 1/15/24 we requested cancelation of the prepaid sevice contract. This process of of cancelation required approximately 7-10 phone calls many of which were unanswered. Finally we spoke with ******* of the ******* Office who seemingly had worked out the credit @$725.00 and told us that due to processing procedure it could take up to 6 weeks before we receive a check. After the 6 weeks elapsed, not receiving a check, we have attempted to reach ******* but are unable. Again numerous phone calls to DelAir have resulted in only promised callbacks that never materialize.We are filing this complaint with the BBB in hopes that they can assist in getting our refund.

  Business Response

  Date: 03/17/2025

  Dear Mr. *************** you for taking the time to bring your concerns to our attention. We sincerely apologize for the inconvenience youve experienced with both the service and refund process. We understand how frustrating it can be to deal with delays and poor communication, and we deeply regret that we failed to meet your expectations.
  After reviewing your case, we acknowledge that there were significant delays in processing your refund for the prepaid service contract. We understand how important it is for our customers to receive timely updates, and in this instance, we did not communicate with you as we should have. We also regret that the estimate for the control board replacement was not provided as requested, and that the push to replace the entire system caused further frustration.
  Regarding the refund of your prepaid service contract, we have verified that the cancellation was processed and the credit of $725.00 was approved. Unfortunately, due to procedural delays, the check was not issued as promptly as we had promised. We are now actively working to expedite the refund, and you should receive the check in the coming days. Please accept our sincerest apologies for this delay.
  We take full responsibility for the lack of follow-through on our part, and we are committed to improving our internal processes to ensure this does not happen again. We have already addressed this situation internally and are taking steps to ensure that all communications regarding refunds and service contracts are properly documented and responded to in a timely manner.
  We genuinely value your feedback and, while we regret that you chose to cancel your contract, we would like to assure you that we are working hard to resolve this issue. Your satisfaction is important to us, and we hope that, in time, we can restore your confidence in Del-Air.
  If you have any further questions or concerns, please dont hesitate to reach out to me directly. Thank you for your understanding, and again, we apologize for the frustration this situation has caused.
  Sincerely,
  ******** Leon 
  ********************************************************** 

  Customer Answer

  Date: 03/25/2025

   
  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:03/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tried 4 times to talk to a manager. 0 communication from them. this all stems from the service call that the tec did and did not do. main air handler door left open with the squirrel cage spinning inside, and wires exposed with no wire nuts on them. I had all the parts for what needed to be done, and they insisted to use what he had on the truck so they could try to charge me 500$ for a 12$ part, and to top it off it was the wrong part. I also had to teach the *** how to wire it up. you owe me the 200$ and my fee for training your tec how to do his job. really. It seems that the managers of the service department are avoiding having to talk to the customers when it comes to complaints. Not a smart way to run a business.

  Business Response

  Date: 03/18/2025

  Dear Mr. **************** you for bringing this matter to our attention. I want to sincerely apologize for the poor experience you had with our service. Leaving the air handler door open with exposed wires and providing the wrong part is completely unacceptable, and I understand why you are frustrated.
  Im currently reviewing this situation with the relevant team and will work with them to understand exactly what happened. I also want to address the lack of communication from our management team that is not the level of service we strive to provide, and I assure you that I am working to get a manager to contact you directly to discuss this further.
  I see that you have left messages both via email and voicemail, and I want to confirm that we are actively working on a resolution. Please know that we are committed to getting back to you as soon as possible.
  We value your feedback and take this situation very seriously. I appreciate your patience, and I am committed to resolving this matter promptly.
  Sincerely,
  ******** ****
  **********************************************************

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had an appointment scheduled for Friday at ***********************************, but the technician never showed up. Throughout the day, they kept calling to say they would be late, and by 8:00 PM, after multiple calls with customer servicewho initially claimed they couldnt find our appointmentthey finally located it and rescheduled for Sunday at 8:00 AM.However, the technician failed to show up again. When I called customer service, they said they had no records of our address or phone number in their system. At this point, I have wasted two days waiting and have no intention of wasting a third. I am requesting a full refund for the maintenance plan we purchased in August so I can schedule service with a company that is actually organized.Furthermore, the representative I spoke with today still couldnt locate any records and informed me that the maintenance plan was under *******. When I signed up, I was told that ******* had transitioned to Del Air and that they would honor Simpsons maintenance plans. However, I was now told that there are no funds available for a refund. I would prefer not to escalate this further, but I am prepared to take whatever steps are necessary on principle to ensure I receive a full refund.

  Business Response

  Date: 03/17/2025

  
  Dear Mr. *************** you for your patience, and I sincerely apologize for the inconvenience you've experienced. I understand your frustration with the missed appointments and the confusion regarding your maintenance plan.
  After reviewing your request, I regret that we are unable to process a credit to your credit card at this time. However, we are initiating a refund by check for the full amount. Please note that it may take up to six weeks for the check to arrive in the mail.
  We are truly sorry for the disruption and the time you've already invested in trying to resolve this issue. We want to ensure you receive the service you deserve and will do our best to expedite the process. If you have any further questions or concerns, please dont hesitate to reach out.
  Thank you for your understanding,
  ******** ****
  **********************************************************

• Initial Complaint

  Date:03/03/2025

  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.

  ***uary 14, 2025 Del air sent a tech out for scheduled maintenance. Tech installed an air scrubber, 2 UV lights, hard start and cleaned the indoor coils of the ac unit said all should be great for years. There was a cool front happening and I didn't need AC until 4 days later and it was broken. *** 14,Called del air, they set me for that night, no call no show. *** 15, After an am call sunday they came 5 days after serviced and said needed entire new system or if I can't be financed they will replace coils only 2 weeks for parts to come. *** 21 tech called to fix coils didn't advise due to weather suggested Thursday, I wasnt scheduled this day anyway. *** 23 I called to verify appt next day - was on hold and hour then I said call when you know. The called back speaking as if I was another upset client until a supervisor FINALLY Called as requested from the 21st. Repair done *** 24 and tech said condensor bad need new, ac not working, heat not working. Had to open windows my cat attacked me due to coyote outside window. Called company they sent supervisor **** *** 27 out who said just needed a valve. March 2, Valve replaced by tech who was obviously confused saying usually people's ac not working at all if they need this. He did the repair. Now AC really sounds like it's dying. Called ac company AGAIN .... I have ****************** dont handle heat or stress well - it will flare up my medical issue and I may lose ability to walk and care for myself. My ac only 4.5 years old and got clean bill of health and this company seems to keep trying to put ban aids on it instead of fixing it correctly. At this point I feel it needs replacing after all they keep cutting and adding to it.

  Business Response

  Date: 03/06/2025

  Dear *******,
  Thank you for reaching out to us with your concerns. I want to start by saying how truly sorry we are for the frustration and inconvenience you've experienced with your HVAC system. After reviewing the situation thoroughly, I can understand why this has been such a stressful experience for you, especially given the health concerns you've mentioned.
  We know that this process has been far from seamless, and I would like to explain what weve done to resolve the situation and how were moving forward:
  First, our technician made the correct diagnosis of the issues with your system and ordered the necessary parts for a next-day repair. We understand that the delays and misdiagnosis earlier in the process made things harder for you, and for that, we sincerely apologize. To make up for this, we are covering the cost of the repairs due to the mistakes on our part.
  Im glad to hear that your AC is now cooling properly, and I sincerely hope that this resolution helps put your mind at ease. I want to reassure you that we are still here to support you, and we appreciate the opportunity to address these issues.
  Regarding the communication issues you experienced, I fully understand how frustrating it is to feel out of the loop. We have already taken steps to improve communication with our customers, particularly in situations where delays like parts orders are involved. We know we could have kept you better informed throughout this process, and we are committed to improving in this area moving forward. Additionally, our technicians will receive further training to ensure that diagnoses are accurate and customers are given proper guidance.
  We truly value you as a customer, and I hope this experience hasnt left you feeling like you cant trust us to take care of your needs in the future. Youre still a valued Del-Air customer, and were dedicated to providing you with the service you deserve moving forward.
  Please dont hesitate to reach out if you have any further questions or concerns. We're here to help and are committed to ensuring that youre completely satisfied.
  Again, were very sorry for the difficulties youve experienced, and we appreciate your understanding and patience as we work to make this right.
  Sincerely,
  ******** *******************start="2430" data-end="2433">Customer *********************start="2454" data-end="2457">Del-Air Heating, Air Conditioning, and Plumbing

• Initial Complaint

  Date:03/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An entire Lennox AC system was to be installed on Monday, February 17th. When the job was complete I was told that one part, the Filter Assembly was still iln Tampa but would be here in a day and I would be called to have it installed and the installation would take 10 minutes. The installer had already prepared the vent and location under the return. I called that Thursday the 20th and was told they had no notes about a missing filter assembly and turned my information over to be searched. I called on Monday and was told the individual, lKaren NLM had called but after checking and after giving them the correct phone number numerous time ove the past 2 weeks learned she had called the wrong number. I spoke with ***** a few time and she keeps telling me she's at the mercy of the installation department and she's still trying. I called ***** ******, the individual who sold me the new system on Thursday the 27th in the early morning and he said he would see what happened. I didn't hear from him either. I also called Del Air to ask how long my ac could operate without this filter and no one has responded. I want the filter assembly installed as it should have been and my ac complete. Mr. ****** made a point of telling me about this feature and that it comes with a years supplied of filters and how it would be installed and that I would be instructed how to replace filters.

  Customer Answer

  Date: 03/05/2025

  I was called by Art from the ***************** of Del Air this morning. He apolgized because, while they were handling the issue of the missing part, the case followed the wrong channels and fell through the crack. He assured me that the temp filter was safe and as soon as they receive the part from ******* they will set up an appointment with me.

  Thank you.

  Business Response

  Date: 03/10/2025

  Hello ****, 
  Thank you for your patience and for bringing this to our attention. I sincerely apologize for the ongoing delays and miscommunication regarding the installation of your filter assembly. We understand how frustrating it can be when an installation isn't completed as expected, especially when you're told the part will be delivered shortly and then experience delays with no clear resolution.
  Im happy to report that the situation has been resolved. The filter assembly has now been located and is scheduled for installation. We are committed to ensuring the installation is completed as promised, and we will make sure the vent and location under the return are properly set up as intended. Additionally, I will personally follow up to confirm the details of your installation and ensure everything goes smoothly this time.
  I also understand your concern about how long the ** system can operate without the filter assembly. I will make sure you receive the correct information regarding this as soon as possible.
  Once again, I apologize for the miscommunication and the inconvenience this caused. We truly appreciate your understanding and your trust in us. Please expect a follow-up from us soon to schedule the final step in the installation. Feel free to contact me directly at ******************************** if you have any further questions or concerns.
  Best regards,
  ********
  Customer Success Team

  Customer Answer

  Date: 03/21/2025

  i contacted your office via email on March 4th that the issue had been resolved even before you could do anything. All issues with Del Air are resolved.

  Thank you forl information and I hope this clears up the file.

  **** *******

• Initial Complaint

  Date:02/21/2025

  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.

  I called this company to fix an issue with my hvac system on 1/30/2025. Its a fairly new unit and it stopped working The technician was trying to diagnose the problem but called another technician to help with the diagnostic. I was charged for a contacted kit with the capacitor. She then could not get the system running but and told me that my thermostat was damaged and that I needed to replace it I installed an old thermostat that I have had put away. She said that I would have to install it myself because she could only install one if I buy one of theres for $600.00 additional. Well when I installed the thermostat it didnt work and I called the company and said that there was a problem with the work that was done because my unit had no power. I decided to go to the attic to see if anything was left disconnected and the breaker on the air handler was not installed so the unit had no power going to it. I then put the breaker on and turned the power on and set the thermostat and it worked fine. I ordered a new thermostat and installed it the next day and everything seemed to be fine. Now my hvac went out again three weeks later 2/20/2025. I told them that it was the same problem identical. I said my problem was never fixed after paying a $600.00 bill and signing a maintenance agreement. They stated that the earliest they could send someone was the next day. I was very angry that they never fixed my problem and now they wont send someone till the next day. She that I should be aware that if it was the problem that it would be warranty but if it was another issue then I would have to pay for the service call after I told her that it is my understanding that I have the maintenance plan and that the service call was covered anyway. I also told her that its the same problem identical to the first time and that the repairs I paid for never fixed the problem. She finally sent a technician and he was not able to fix it and try to blame my thermostat.

  Customer Answer

  Date: 02/21/2025

  I received a call from **** ****** a manager and he wanted to send a senior technician to try and diagnose the problem. I set the appointment but did not have confidence in this company so I called an independent HVAC contractor to diagnose the problem. He was able to fix the problem that they were not by finding a wire with intermittent continuity. He put my original thermostat that I had on when I called this company the first time. I called and canceled the appointment with Del air and want a full refund for the work they charged me for. I will also be telling everyone who needs HVAC repairs my experience with this company. I want a full refund for what I was charged. This company has done this same thing to many other people. They should have their accreditation suspended. 

  Business Response

  Date: 02/24/2025

  Dear ****,
  My name is ********, and I work as part of the customer success team at **********************. Ive reviewed the details of your case, and I sincerely apologize for the inconvenience and frustration youve experienced with your HVAC system.
  From what I understand, the issue you initially reported on January 30th was addressed, but it appears the solution provided didnt fully resolve the problem. Upon your follow-up on February 20th, our technician was unable to fix the issue and attributed it to a thermostat problem, which does not seem to have been the root cause.
  I understand that the thermostat issue wasnt adequately handled, and it was compounded by the fact that a breaker was not installed during the initial service. This lack of thoroughness is not the standard we aim for, and I can see how this would be extremely frustrating, especially when you had already paid for the service and expected better results.
  In terms of your desired resolution, I want to assure you that Im personally involved in getting this matter sorted out. Well schedule a follow-up visit at your earliest convenience to further investigate.

  Regarding the service charge and the maintenance plan, Im looking into the specifics of the billing and your warranty coverage. Well ensure that everything is addressed in line with the terms of your agreement. If you feel the work performed previously did not meet the standards you expected, we are open to discussing a fair resolution, including a refund or an additional repair as needed.

  I understand that your time is valuable, and I want to get this resolved as quickly as possible. Please reach out to me directly at ********************************* at your convenience, and well get the follow-up appointment scheduled.
  Thank you for your patience, and I look forward to working with you to resolve this issue.
  Best regards,
  Karoline
  Customer *********************start="2217" data-end="2220">Del-Air Heating, Air Conditioning, Plumbing, and Electrical

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22971016
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********

  Customer Answer

  Date: 03/03/2025

  I have spoken to another manager and he told me that he would be calling me along with **** ******. He was replying to a call I made on Friday because they wouldnt respond to my messages, emails or voicemails. ******** would not respond to the emails. **** would not respond to the calls. I dont want Del air to come and inspect my HVAC system after I had a different independent technician repair the system for $120.00. I dont trust them and dont want them coming to my home. 

  Customer Answer

  Date: 03/03/2025

  Date Sent: 3/3/2025 12:47:03 PM
  I have spoken to another manager and he told me that he would be calling me along with **** ******. He was replying to a call I made on Friday because they wouldnt respond to my messages, emails or voicemails. ******** would not respond to the emails. **** would not respond to the calls. I dont want Del air to come and inspect my HVAC system after I had a different independent technician repair the system for $120.00. I dont trust them and dont want them coming to my home.