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:02/14/2025

  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.

  I purchased a Lennox unit from Delair in March 2024. Recently, on February 6, we called Delair to check our unit because it wasn't working. A ********** came to inspect the unit but couldn't fix it. The following day, another ********** was sent, but he also couldn't resolve the problem.On the third day, a third ********** diagnosed it as an electrical problem requiring a motherboard and some electronic parts that needed replacement. We were told they would return with the necessary parts by Wednesday. Wednesday came and went, and no one showed up. When we called to follow up, we were told the parts had arrived, but there was still no definitive answer on when the issue would be resolved.This is incredibly frustrating, especially considering this is a brand-new unit. It's unacceptable that they don't have the necessary parts on hand and that we've received such poor communication and service. After spending thousands of dollars on this unit, we're now stuck without air conditioning and no clear resolution in sight.Immediate Actions Needed:Fix the A/C unit promptly.Ensure proper backup of the parts required for any future issues.Given that these parts might need to be replaced yearly, we expect Delair to have at least nine backup parts on hand to cover the next ten years, as per the 10-year warranty we paid for.Additionally, the invoice indicated that Delair would obtain all necessary permits. We requested copies of these permits, and almost a year later, we still haven't received the paperwork from the city. We've been trying to get the documentation required for a rebate from the electric company, but without the city's inspection, we haven't been successful.I strongly advise against purchasing from Delair due to their unprofessionalism, lack of reliability, and unethical practices

  Customer Answer

  Date: 02/18/2025

  Dear BBB Team,
  I am writing to follow up on my complaint regarding the issues with my Lennox unit, purchased from Delair in March 2024. I wanted to keep you informed of the current status.
  Below is the copy of the email I sent to ******* from Delair on 2/16/2025.  I haven't received a response. 
  

  Hi *******,
  
  Thank you for reaching out regarding my BBB complaint. I appreciate your willingness to resolve this matter. However, I would prefer to keep our communication via email.
  
  To recap my concerns:
  - I purchased a Lennox unit from Delair in March 2024 and installed 3/11/24 (Invoice ******* paid in full). Recently, on February 6, my unit stopped working.
  - Multiple technicians have visited but were unable to fix the issue. The last technician diagnosed it as an electrical problem requiring a motherboard and other electronic parts.
  - We were assured that the parts would arrive by Wednesday, but no one showed up, and there has been no clear communication on the resolution timeline.
  - This is especially frustrating as this is a brand-new unit, and we are now without air conditioning with no clear resolution in sight.
  
  Immediate actions needed:
  1. Promptly fix the A/C unit.
  2. Ensure a proper backup of the parts required for any future issues. Given that these parts might need to be replaced yearly, we expect Delair to have at least nine backup parts on hand to cover the next ten years, as per the 10-year warranty we paid for.
  3. Provide copies of all necessary permits( certificate of completion) given by the city of *******. We requested these almost a year ago and still haven't received the paperwork from the city, which we need for a rebate from the electric company.
  4. Compensation for the time we haven't had a/c and wages lost to be able to have this resolved.
  
  Thank you for your understanding and assistance in resolving these issues promptly.
  
  Cordially,
  Zuly 

  Business Response

  Date: 02/24/2025

  Dear ****,
  My name is ********, and I work as part of the customer success team at **********************. Im truly sorry to hear about the issues youve experienced with your Lennox unit, and I fully understand your frustration given the circumstances.
  I want to assure you that we are taking your concerns very seriously, and we are committed to resolving this as quickly and thoroughly as possible. Ive reviewed the details of your case and the steps weve already taken to address the situation.
  We have already pulled the necessary permits and scheduled the mechanical inspection, and were working to ensure that the parts needed to resolve your system's electrical issues are fully covered.
  We deeply regret the delays and communication breakdowns you've encountered, and we are implementing measures to ensure we have the appropriate parts on hand moving forward to prevent such issues from arising in the future. We will also be following up with you shortly to schedule the required repairs.
  Regarding the permits and documentation for the electric company rebate, I understand how important this is, and we are actively working to resolve this. We will make sure you receive all necessary documentation promptly.
  Once again, I apologize for the inconvenience, and Im personally ensuring that this matter is handled with the urgency and attention it deserves. If you have any further questions or need additional assistance, please dont hesitate to reach out directly via email at **********************************************************.
  Thank you for your patience as we work to resolve this.
  Best regards,
  ********
  Customer Success Team

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22940654
  
  I am rejecting this response because:

  Although they acknoledge the issues with my Lennox unit. Although this sound as a CHAT-GPT answer, and there are a few critical points that need immediate attention:
  
  1. **Estimated Time:** I need a clear timeline for when the repairs will be completed. It has been three weeks without an HVAC unit, and we cannot continue without knowing when this will be resolved.  Thank God it's been cool outside, and we can wear warm clothes for those cold days. However, if we were in another area it would have freeze us to death.
  2. **Scheduled Date:** Please provide a specific date for when the technician will arrive with the required parts. We have not received any scheduling information yet.
  3. **Communication Issues:** My husband has been calling for updates, but calls have been hung up on. This lack of communication is unacceptable.
  4. **Permits and Inspection:** While she mentioned that the necessary permits have been pulled and the mechanical inspection is scheduled,we have not been informed of these dates. Please provide this information.
  5. **Warranty Coverage:** The unit has a 10-year warranty,and it is crucial that all repairs are fully covered under this warranty.
  
  Additionally, is there a phone number we can call for immediate assistance? We need more proactive communication to resolve these issues promptly.
  
  I look forward to a swift resolution.
  
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 03/06/2025

  Dear **** ****,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience youve experienced regarding your Lennox unit and for any frustration caused by the lack of communication. We understand how important it is for you to have a clear timeline and resolution, and we take your concerns seriously. We understand how frustrating this has been and appreciate your patience as we work to resolve these issues. If you have any immediate questions or need further assistance, please feel free to reach out directly by email. We are committed to resolving this to your satisfaction as soon as possible.

  Thank you for your understanding.
  Sincerely,
  ******** *******************start="2262" data-end="2265">Customer *********************start="2286" data-end="2289">Del-Air Heating, Air Conditioning, and Plumbing

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22940654
  
  I am rejecting this response because:
  We hace no received the approved document of Orange county, The final inspection, we need that document to file rebates with Duke energy.

  Also we ask them for some compensation for the month without A/C. and the over 20 hours that I have to ask at work to be with Del Air techs, and received NO answer.
  Sincerely,
  
  **** ****

  Business Response

  Date: 03/14/2025

  I see that our dispatch team reached out to schedule the installation of surge protectors for both your indoor and outdoor units. I also understand that we replaced your thermostat wire, which resolved the initial issues. How was your experience with the technicians? Was everything taken care of to your satisfaction, or is there anything else we can do for you?
  Please feel free to reach out directly to me at ********************************* and I will work closely with you to resolve everything to your satisfaction.
  Thank you for your time and understanding. I look forward to resolving this for you as quickly as possible.
  Sincerely,
  ********
  ******************************start="1250" data-end="1253"> Del-Air

• Initial Complaint

  Date:02/04/2025

  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.

  The company scratched my brand new washer/dryer unit during install of my new A/C unit. The company offered me a $50 check to make it right however have not sent the check. It has been several months and dozens of phone calls with internal escalations that lead no where and promises of sending the check out "this week" only for nothing to ever materialize.

  Business Response

  Date: 02/17/2025

  Dear BBB,
  I hope you are doing well. We are writing regarding the complaint filed by Mr. **** ******, concerning the damage to his washer/dryer during the installation of his new A/C unit.
  We acknowledge and sincerely apologize for the unfortunate incident where the washer/dryer unit was scratched during the installation. Our team made an offer of a $50 compensation to address the issue. However, we understand that the check has not been sent as promptly as it should have been, and for this, we sincerely regret the delay. We fully recognize the frustration Mr. ****** has experienced as a result of our failure to meet our promised timelines for issuing the check.
  Currently, the refund check is being processed by our accounting department, and we are ensuring that it will be sent out immediately. We understand how important it is to honor commitments in a timely manner, and we apologize for the repeated delays. We are working to expedite this matter to restore Mr. ******* confidence in our services.
  As for the customers current sentiment, we are aware that he remains unhappy with the amount of time it has taken for the refund to be issued. While we understand this frustration, we are working diligently to resolve the issue as soon as possible. We are also aware that Mr. ****** hung up the phone during a previous interaction, which suggests that his sentiment remains unresolved. However, we are committed to ensuring that he is compensated as promised.
  We are reviewing the root cause of the delay, and we believe that the main issue was the delay in processing the refund check. With ******* joining our team, we are confident that we are moving in the right direction toward speeding up the issuance of refund checks and improving our overall customer service response times.
  We will continue to work with Mr. ****** to ensure his satisfaction, and we will follow up with him once the check has been sent.
  Thank you for your attention to this matter. We are determined to resolve this issue and prevent any future delays.
  Sincerely,
  ******** ****
  Customer *********************start="2253" data-end="2256">Del-Air A/C & Heating
  **********************************************************

  Customer Answer

  Date: 02/17/2025

   
  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:02/04/2025

  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 bought a dual stage AC from them in August 2023, and the engine stopped working in July 2024. They sent someone to fix it, but they did not have the right replacement engine for my AC unit in stock, so they temporarily replaced it with a much cheaper single stage engine. They said they would let me know when the correct dual stage engine came in, but they still have not gotten that engine in. It has been six months!!! I have spoken to them at least four times and each time they say that the part is still not in, and theyll call me back when it is. Each time nobody ever calls me back. I always have to call into the general service center and start fresh with this ********** I have been using a less energy efficient single stage engine that wouldve costed at least $2000 less than the dual stage engine I bought.I called them again this morning, and the Customer Support person said that they can see the log of all the times I have reached out to them and they could also see that nobody has ever reached back out to resolve my ******** this point, it feels like there was a bait and switch done here where they sold me the more expensive air conditioner, and had no intention of actually giving me the correct dual stage engine. They just want to wait it out and hope that I go away.I dont want to get the legal system involved, so I am reaching out to you all to help me get this resolved before it gets that far. Thank you!

  Business Response

  Date: 02/17/2025

  I hope this message finds you well. We are writing in regard to the complaint filed by Mr. ****** **** regarding his AC unit purchased in August 2023.
  We sincerely apologize for the ongoing inconvenience Mr. **** has experienced. After reviewing the situation, I want to assure you that we take his concerns very seriously. We have been actively working with him to resolve the issue of the replacement engine for his AC unit.
  Currently, we are still in the process of securing the correct dual-stage engine for Mr. ***** unit. The delay in receiving this part has been longer than expected, and for that, we deeply regret the frustration it has caused. We fully understand Mr. ***** concerns and are committed to resolving the matter as quickly as possible.
  I am personally overseeing the resolution of this issue, and we are in close contact with our internal team to ensure we provide the correct replacement part. We will continue working with Mr. **** and keep him updated on the progress. We are hopeful that this issue will be resolved shortly, and we will update the BBB once it has been finalized.
  Please note that we are not looking to close this matter prematurely, and we kindly request additional time to allow for the correct engine to be delivered and installed. We understand Mr. ***** frustrations, and we remain committed to resolving this matter to his satisfaction.
  Thank you for your understanding and patience as we work through this. We will ensure that Mr. **** is informed and updated as soon as the part arrives and the installation is completed.
  Sincerely,
  ******** ****
  Customer *********************start="1823" data-end="1826">Del-Air A/C & Heating
  **********************************************************

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22896295
  
  I am rejecting this response because:

  I am not comfortable closing out this complaint until Del-Air has installed the dual-stage motor properly, and the unit is working as intended.

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

  Business Response

  Date: 02/24/2025

  Hi ******, thank you for your update. We understand your desire for reassurance, and we are committed to ensuring that the dual-stage motor is properly installed and that the system is working as intended. We are grateful for your patience, and Im happy to hear that the system is now fully operational.
  We will continue to follow up with you to ensure everything is functioning correctly, and we appreciate your feedback as we work to enhance our process. We look forward to completing the 2-zone maintenance next week as scheduled. If you have any concerns or questions in the meantime, please dont hesitate to reach out. We want to make sure you are completely satisfied with the resolution.

• Initial Complaint

  Date:01/25/2025

  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.

  We bought a brand new house that Del Air installed a ******* ** unit in 2019. We were to have the first year under warranty for ************** We were charged $480 4 months after we moved in that should have been free including an issue with wiring. In the past 4 years, Del Air has come to our home 5 different times from a blown fuse in the unit due to wiring. We paid for diagnostic fees for 4 years for an issue that was easily fixable but had never been fixed in 5 years! Today Jan *******, Del Air came to our house as our heat went out. The lady came & said our defrost board needed replaced and would cost $1800. She said she called ******* and we had no warranty. She advised that we buy a brand new unit that we could warranty with a manufacturer because the cost to replace the board and not having a warranty with ******* wasnt worth it. The unit is 5 yrs old! She said that we never registered our unit with *******.I was nearly 100% positive that we did have a warranty. She just kept saying we didn't have a warranty and to pay the $1800 or get a new unit. She then tried to sell me on a $1200 UV light and was telling me I could get a discount if I sign up for a maintenance plan. I felt very odd like I was being scammed. I told her I didnt want any of the services and I would look into this all. I ended up paying a $99 diagnostic fee for nothing. We contacted ******* and yes, I did have an active parts 10 year warranty. So that was a complete lie. After that, we decided not to have Del air come back as we felt she was scamming us. We called a different company. They came out and sure enough, the fuse was blown again! That was the issue, not the entire board needing replaced. The cost$20! Unreal! Also, we were told the wires outside should have been covered and werent and it was outing the fuse all these years. This lady left us in the cold & lied to us and I have the conversation recorded our indoor camera. I want ALL OF OUR MONEY BACK for 5 years.

  Business Response

  Date: 01/30/2025

  Dear Mr. *************** sincerely appreciate you taking the time to share your experience, and I want to extend my deepest apologies for the frustration and inconvenience this has caused you. It is never our intention for a customer to feel misled or dissatisfied with our service.
  After reviewing your situation, we recognize that there were multiple missed opportunities to correctly diagnose and resolve the issue, leading to unnecessary service visits and charges. We understand how disappointing this must have been, and we truly regret the miscommunication regarding your ******* warranty.
  To help make this right, we have issued a $1,200 refund as a concession for the difficulties youve experienced. Additionally, we are taking internal steps to prevent similar situations in the future by ensuring our team thoroughly reviews service history before scheduling calls and that repeat visits include both a technician and a supervisor.
  We regret that you are no longer a Del-Air customer, but we appreciate the feedback and will use this as a learning opportunity to improve our processes. If there is anything further we can do to assist, please dont hesitate to reach out.
  Sincerely,
  ******** ****
  Customer Success Team
  **********************

  Customer Answer

  Date: 01/30/2025

   
  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:01/17/2025

  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.

  A tech arrived on Dec. 4 to replace a bulb in a Carbon Air Purifier box above my air handler. During this job, he determined there was no power thru wires coming from the adapter unit to bulb connection. He reinstalled my existing bulb since he now could not even confirm my bulb was bad since no power. My bulb could actually be practically unused since we don't know how long there has been no power going to the bulb. He was going back to office to research fix and cost and would contact me to reschedule.Around Christmas, I received a payment of $193.80 due email for that bulb which the tech took back with him. I called and talked to ******* and explained the discrepancy. She assured me the Tech would get in touch with me to reschedule and update. No one called so I began calling weekly for an update and resolution. I got to speak with her again first of this week and again she assures me the Tech, ****, would call me promptly. Again no call. I continue to call and I am transferred to ******* who now does not answer the phone or call me back after leaving messages. After transfers, no one comes back to my call either. Left to just hang up and try all over again. This morning I was assured I would not be transferred unless her picking up was certain but then Steph comes back to my call and it drops. Steph or ******* don't even try calling me back. So I call back again and the call taker tells me he basically can't do anything but take a message for her.Almost 2 months now I'm trying to get my air handler problem fixed and cannot get anyone's attention. So my 4 year old AC Air Handler has not been performing as designed. During this past maintenance, for the first time I saw what looked like mold or mildew on one of the front filters which could possibly be a result of this bulb not working. But I can't get it fixed because I can't get anyone from Del-Air to address it!

  Customer Answer

  Date: 01/23/2025

  Right after submitting complaint, the Tech from Dec. 4, 2024 finally called me to update. He was directed by his Supervisor, *** ******, to advise me that this black box that powers/holds bulb has been discontinued and no longer available. The only option I have is spend over $1,000 to get a different product that could possibly be fitted to my system. No one has really analyzed the small white power box the wires connect to, to determine what is the real problem. I was not satisfied they are offering only one option so I requested to speak with his Supervisor. The Tech could only relay my request for him to contact me. That was on Friday and it is now Thursday, no contact. Why would Del-Air install a system that had products going away and non-replaceable? They are trying to force me to spend a lot of money or leave part not working and my system not performing as designed. This is still an unresolved problem.

  Customer Answer

  Date: 01/29/2025

  I never heard from the supervisor; however, the Tech called me yesterday to schedule the replacement of UV light unit to the newer one they use at no cost. The Tech just left here after completing the work. This problem has been resolved to my satisfaction so this complaint can be closed. Thanks to the Tech, ****, for his courtesy and expertise.

• Initial Complaint

  Date:01/16/2025

  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.

  I'm so disappointed with Del-Air. We have been Del Air customers for 13 years, and they used to be the absolute best. Purchased a new AC unit last year. The installers told us we did not need new copper lines and that we would get a credit of *******. I never received the credit and have called 10+ times. The finance company is driving us crazy as they want payment, but we are NOT paying the full price as we did not get a full install. We need Del-Air to send the updated invoice to the finance company so we can pay them!

  Business Response

  Date: 01/29/2025

  Thank you for taking the time to speak with us this morning. We truly appreciate your loyalty as a Del-Air customer for the past 13 years, and were sorry for the miscommunication regarding your installation.
  Im glad we were able to resolve the issue by replacing the line set, and I appreciate your patience throughout this process. We understand how important clear communication is, and we will work to improve in this area moving forward.
  If theres anything else we can do to assist you, please dont hesitate to reach out. We appreciate your continued trust in Del-Air and look forward to serving you in the future.
  Best regards,
  ******** ****
  Customer Success Team
  **********************

  Customer Answer

  Date: 01/29/2025

   
  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:01/14/2025

  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.

  The ****************** is not professional nor is the Customer ******************. I am unhappy for the level of service I received from this Del-Air Company. On December 28, 2024, I requested to terminate my service with them. I called their customer service department multiple times since December 28, 2024 to today's date of January 14, ************************************ a refund of $234 and they would either say someone would call me back from their finance department or they would drop my phone call. It appears that they have no intentions of refunding the $234 to me.

  Business Response

  Date: 01/16/2025

  Dear Ms. *************** you for your patience as we worked to address your concerns. Im pleased to share that we have followed up with our Accounts Payable team, and your refund of $234 was processed. According to our records, the check was cut and mailed on January 10, 2025.
  To further make amends, wed like to offer a complimentary service visit as a gesture of goodwill and to regain your trust. We genuinely value your business and are committed to providing the excellent service you expect and deserve.
  Additionally, I will follow up with our General Manager to address the concerns you mentioned about the previous technician's performance. This feedback is a valuable training opportunity for our team, and we are dedicated to making improvements.
  Thank you for allowing us to resolve this issue. If you have any further questions or concerns, please dont hesitate to reach out to me directly.
  Sincerely,
  ******** Leon 

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22812486
  
  I am rejecting this response because: Del-Air claimed that they mailed the check to me on January 10, 2025.  As of this date January 16, 2025, I have not received the check.  I spoke with a Del-Air representative yesterday when she told me that a check was mailed on Jan 10 and they wanted to close this case yesterday, Jan 15, and I stated that I would close this case when I am receipt of their check.  The backstory is:  A couple of weeks ago, they indicated that a check was in the mail for the $234 and that check never came.  I want to close this case when I physically have their check in hand. 
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 01/23/2025

  I received the check of $234 from Del-Air today, January 23, 2025.  Please close this complaint.  Thank you.

• Initial Complaint

  Date:01/11/2025

  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 purchased new home 2017 which had a Lennox Air Conditioner with extended warranty 8/24/24 Called Del Air as air con not cooling properly ***** ****** came to assess the problem. He said that the problem was a leak in the coil. 9/7/24 I paid $4533.00 for the coil replacement.9/30/24 Air Con was still not cooling properly called for service 10/1/24 Technician ********* came but he could not do anything because it was raining a lot.10/2/24 Technician ******** came had no tools 10/3/24 Technician ***** added freon 10/4/24 Technician ******** came and According to tech problem fixed 10/23/24 Called Del Air again as the air con still not cooling efficiently. ***** ****** said there was a leak in the coil and that I needed to replace the full system.10/24/24 I spoke with **** (supervisor) who came to my home and said that ***** ****** misdiagnosed the problem. I have paid for coil replacement which was not the problem.11/11/24 I phoned Del Air and spoke to ****** and then Katishe and then requested to speak to ******* ****** as I wished to file a complaint about this misdiagnosis and subsequent refund request of the cost.11/13/24 No one has responded to my messages.Unfortunately, I have experienced nothing but inconvenience and frustration with Del Air.The replacement of the coil did not resolve the issue and thus I am hereby requesting a refund of Invoice No: ******* d/d 9/7/24 in the amount of $4533.00. Sincerely ******** ***** Service address:***********************************************

  Business Response

  Date: 01/16/2025

  Dear Ms. *************** you for sharing the details of your experience. I want to express my sincerest apologies for the inconvenience and frustration youve encountered regarding your air conditioning system and the subsequent service.
  Ive reviewed your case thoroughly, including the timeline of events and the issues raised about the coil replacement. I understand your concerns regarding the misdiagnosis and its impact on your satisfaction with our services.
  Currently, Im escalating this matter to our management and finance teams to ensure we carefully investigate and address your refund request for the coil replacement charge of $4,533. I will follow up with you directly as soon as I have additional information on the resolution.
  Please know that we value your feedback and are committed to addressing your concerns swiftly and fairly. If you have any additional details or documentation that youd like to share, feel free to email me directly.
  We appreciate your patience as we work to resolve this matter. I will be in touch with an update shortly.
  Sincerely,
  ******** ****
  Customer Care Specialist
  **********************************************************

• Initial Complaint

  Date:01/10/2025

  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.

  When we purchased the A/C unit on July 3, 2024, the unit was supposed to come with a $1550 rebate. We were told we should receive the rebate by the middle of September 2024. As of this date (1/10/2025) we have not received the rebate. We have called 4 times to resolve the issue. We cannot talk or email a supervisor to find out why. The only thing we're told is we should hear from someone in ***** hours. We thought we were buying from a reputable company, but this makes us question how reputable they actually are. They definitely need to work on integrity.

  Business Response

  Date: 01/16/2025

  Dear Mr. *************** you for bringing your concerns to our attention, and I sincerely apologize for the frustration this situation has caused. We appreciate your patience as we work diligently to resolve this matter.
  Weve investigated the issue regarding your rebate and confirmed that your product is indeed eligible, despite the initial challenges with the Lennox system. To ensure your satisfaction, we have resubmitted your rebate under a new program, which will now provide you with $1,800 instead of the original $1,550.
  I understand the delays and lack of communication youve experienced do not reflect the level of integrity and service we strive to provide. I have personally spoken with you twice since your BBB submission and will call you again today to confirm once the rebate submission has been successfully processed.
  We are committed to ensuring this matter is resolved to your satisfaction and to restoring your trust in our company. If you have any additional questions or concerns, please do not hesitate to reach out to me directly.
  Sincerely,
  ******** Leon 

  Customer Answer

  Date: 01/26/2025

  We did not respond to BBB because one of the employees of Del-Air was supposed to call us back when they found out whether Lennoxs third party that handles the rebates had followed through with the rebate.  Thats why we hadnt responded.

  Customer Answer

  Date: 01/26/2025

  We did not respond to BBB because one of the employees of Del-Air was supposed to call us back when they found out whether Lennoxs third party that handles the rebates had followed through with the rebate.  Thats why we hadnt responded.

  Customer Answer

  Date: 01/27/2025

  We were being patient with the employee who said they would give us a call back to let us know the status of rebate and that was approximately 2 weeks ago.  So we dont know if someone has dropped the ball again or not, but at this time no rebate has been received.

  Customer Answer

  Date: 01/28/2025

  We were being patient with the employee who said they would give us a call back to let us know the status of rebate and that was approximately 2 weeks ago.  So we dont know if someone has dropped the ball again or not, but at this time no rebate has been received.

  Business Response

  Date: 01/28/2025

  Thank you for bringing this matter to our attention. At Del-Air, we are committed to ensuring that every customer concern is addressed promptly and satisfactorily.
  We sincerely apologize for any inconvenience caused to the customer regarding their rebate issue. After investigating the matter, we confirmed that the rebate card was processed and sent to the customer on January 21, 2025.
  To ensure transparency and that the customer receives the rebate card as expected, we respectfully request that this complaint remain open until the customer confirms receipt of the rebate.
  We value the trust and patience of our customers and are dedicated to resolving this matter to the customers satisfaction. Please do not hesitate to contact us should any further follow-up be required.
  Sincerely,
  ******** ****
  Customer Relations Specialist
  *********************************************, Cooling, and Plumbing
  **********************************************************
  

  Customer Answer

  Date: 01/30/2025

   
  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:12/31/2024

  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 June 2023, I purchased a new AC system from Delair, experiencing numerous issues from the initial installation to ongoing malfunctions.The installation, originally scheduled for June 17th, was rescheduled to June 21st after a missed appointment by Delair. During this installation, the technician damaged the attic access frame and improperly installed the outdoor unit pad, creating a significant gap due to placement over an existing, uneven pad. These issues were reported to the salesperson, **** *****, but were not resolved.Shortly after, the outdoor unit exhibited excessive noise and vibration, and the new system ran more frequently than my old one. In February 2024, the system stopped cooling. A technician discovered improperly sealed ductwork diverting cool air into the attic. This was corrected, but the excessive operation ************ December 2024, the system failed again. Technician ******** diagnosed a faulty coil, performed a temporary fix, and advised using emergency heat. Supervisor **** *************) assured me the coil replacement would be covered.Despite this assurance, I received no follow-up. After calling Delair on December 13th and receiving no response, a technician visit scheduled for December 20th did not occur. Another appointment was scheduled for December 30th but was then rescheduled to December 31st due to inventory issues.On December 31st, technician **** stated I was responsible for the replacement cost due to the system being slightly over a year old, contradicting Supervisor ****** previous assurance. **** claimed no knowledge of this supervisor, attempted a superficial fix to the outdoor unit pad, performed diagnostics, and then left, stating he could not replace the coils without payment.The system has a temporary fix, but the faulty coil needs permanent replacement, which I was explicitly told would be covered at no cost.

  Business Response

  Date: 01/08/2025

  Dear ****,
  We deeply regret the challenges youve faced with your AC system and apologize for the frustration and inconvenience this situation has caused. Your experience does not reflect the high standards we aim to deliver, and we are committed to making this right.
  To address your concerns, we have scheduled our senior technician, ****, to visit your property tomorrow. He will thoroughly evaluate the system and perform any necessary repairs to ensure it operates as intended. Our goal is to resolve all outstanding issues and restore your confidence in our service.
  We sincerely apologize for the miscommunication regarding the coil replacement and the delays in addressing your concerns. We are investigating the discrepancies mentioned and will work to improve our internal processes to prevent such occurrences in the future.
  If you have any further questions or details youd like to discuss, please dont hesitate to reach out to me directly at ********************************* Thank you for your patience, and we appreciate the opportunity to make this right.
  Sincerely,
  ********
  Customer Success Team
  **********************

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22752600
  
  I am rejecting this response because:

  Update (January 15, 2024):
  Following a Better Business Bureau (BBB) complaint, ***** ***** contacted me, stating he was assigned by General Manager ***** to address the issue. A supervisor, **** ************, visited my home on January 7th to investigate.
  Mr. ************ stated that Delair had no record of a technician inspecting my system on January 11th (who initially diagnosed a faulty coil) or of a supervisor named **** (who allegedly guaranteed free parts and repairs). He did confirm their system was offline on December 11th. After conducting his own diagnostic test, Mr. ************ concluded that the system was functioning as expected and the coil did not need replacement.
  As this was unacceptable, Mr. ************ offered a two-year extended warranty covering all costs (parts and labor) and two years of AC maintenance service (one year fulfilling a prior agreement with salesman **** *****, and an additional year to compensate for damage to the attic access frame during installation).
  A subsequent invoice from Delair, however, only referenced a two-year extension on the labor warranty and maintenance, contradicting Mr. ************** offer of full cost coverage. I contacted Mr. ************ on January 14th requesting a clarifying email detailing that all costs (parts and labor) and maintenance would be fully covered for the next two years, with ***** and ***** ***** copied on the email. He promised to send this by the end of January 15th, but as of 8 PM, I have not received it.
  I will consider the complaint resolved once I receive the email confirming full cost coverage for the next two years.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 01/29/2025

  Dear Mr. *************** you for your patience as we work through this matter. I understand your concerns regarding the warranty coverage details, and I want to assure you that we are actively addressing this.
  If you have any further questions or need additional clarification in the meantime, please dont hesitate to reach out. We appreciate the opportunity to resolve this for you.
  Best regards,
  ******** ****
  Customer Success Team
  **********************

  Customer Answer

  Date: 01/29/2025

   
  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,
  
  **** *****