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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:12/28/2024

  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.

  On December 9, 2024, I contracted with Del Air to install a lowboy water heater in my condo. After several delays the Del Air associate, ****, arrived on December 17th with an oversized water heater he insisted would fit. It did not. The job was scheduled to start at 10 AM and take about 4 hours. It lasted well into the night. I left the premises (at 6:30 PM) to attend a previously scheduled event. When I returned home (at about 10:30 PM), I was met with a water heater installed well outside of the space required for confinement, damage to the outside wall created by installing a drip pan drainage hole not repaired, and a drip pan that was not properly installed or connected to the drain pipe. In short, the installer tried to force fit an oversized water heater and then abandoned the job before its completion. He also indicated that an electrician would inspect his work as he was not certified. To my knowledge, no electrician has been scheduled. Communications with the installer **** and the contracting representative ******* have gone dark since Dec 18. I have repeatedly tried to contact them about making the job right but they are not responding to my calls. In the meantime, the wall where the hole was drilled is susceptible to further damage the longer it goes unrepaired; and my cabinet maker cannot complete his work because the water heater is outside of the cabinet footprint, in addition to being improperly installed. This job that should have taken half a day will now exceed two weeks. Please help me resolve this matter as quickly as possible so that I can enjoy my condo with a professionally installed water heater as a completed project. Included are three photos of: the initial project requirements as communicated to Del Air; the water heater in its current location; and the unrepaired damage done to the outside wall.

  Business Response

  Date: 01/08/2025

  Dear ****,
  We want to extend our deepest apologies for the issues youve encountered during the installation of your water heater. We understand the frustration and inconvenience caused by the delays, the improper installation, and the resulting damage to your home. This is not the standard of service we strive to provide, and we regret that this experience has fallen short of your expectations.
  From what youve shared, its clear there were several missteps, including bringing the wrong size water heater, the damage caused to your wall during the installation, and the improper fitting of the drip pan and drain connections. Additionally, the lack of follow-up communication regarding the next steps has added to your frustration, and for that, we are truly sorry.
  We are currently in communication and actively working with our internal team to address these issues comprehensively. Our priority is ensuring your concerns are resolved properly, and we are reviewing the situation in detail to determine the best path forward.
  Please know that we are here to assist you in any way we can during this process. We are committed to maintaining open communication and ensuring you feel supported while we work toward a resolution.
  If you have any further concerns or additional details youd like to share, please dont hesitate to reach out.
  Sincerely,
  ********
  Customer Success Team
  **********************

  Customer Answer

  Date: 01/14/2025

   
  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:12/21/2024

  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.

  AC Unit installed on 10/22/24. Unit was not cooling properly and had to call 4 times and got a circuit board replaced on a new Lennox unit. I have place 2 additional call for heating issues where they had to replace and flush the system, but 17 days later I found that it took 2 hrs on a temp hold to raise the temp by 1 degree. Twice I have asked to speak to a manager or someone on the escalation team and have not been contacted yet by a supervisor or a manager as of 12/21/24.I seek an explanation and possibly full replacement of the unit.

  Business Response

  Date: 01/02/2025

  Dear Mr. ************* sincerely apologize for the challenges youve experienced with your HVAC system and for the frustration caused by the repeated service visits and delays in communication. We take your concerns very seriously and regret that your experience fell short of the high standards we strive to maintain.
  To address your concerns, we have completed the following actions:
  Installed a Wi-Fi thermostat to enhance the performance and usability of your HVAC system.
  Conducted a thorough inspection of your unit by a senior technician to ensure no further issues remain.
  Provided a case of filters for your HVAC system as a gesture of goodwill and to show our commitment to making things right.
  We understand how frustrating this situation has been and deeply appreciate your patience as we worked to resolve these issues. Please know that we remain committed to your satisfaction and are confident that your system will now perform reliably.
  If you have any additional concerns or require further assistance, please do not hesitate to reach out to us directly. Thank you for giving us the opportunity to address this matter and for continuing to be a valued customer of **********************.
  Sincerely,
  ********
  Customer Success Team
  ********************************************* and Air Conditioning

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22717712
  
  I am rejecting this response because:  The actions described in the Del-Air response have not been completed. Del-Air called on 12/30/2024 and we spoke about the remedies, but no one has called yet to schedule an appointment in order to perform the services they are describing or deliver the Wi-Fi thermostat that was part of the sale agreement.

  Therefore, this matter is still unresolved as of 1/2/2025, 10:15am.

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

  Business Response

  Date: 01/13/2025

  Dear *****,
  Thank you for your message. I apologize for any confusion, but I want to clarify that the actions you mentioned were actually completed as of yesterday. We did complete the necessary work, though I understand there was a delay due to the rescheduling on your end.
  Additionally, the Wi-Fi thermostat is scheduled for drop shipment next week, and all services related to the sale agreement have been addressed. I understand the importance of having everything in place, and I assure you that this is being handled.
  If you have any further concerns or need additional assistance, please dont hesitate to reach out. We're here to ensure everything is taken care of for you.
  Best regards,
  ********
  Customer Success Team

  Customer Answer

  Date: 02/01/2025

  This complaint had been resolved to my satisfaction. Del-Air's last visit was on 1/8/2025 and resolved all of our issues. I never received the invite to respond the second time around from BBB. In any event, I am completely satisfied with the way Del Air responded to our concerns, so kudos to them. 

  Please let me know if you need any additional information. Please consider this matter closed.

  Sincerely,

  ***** ******

• Initial Complaint

  Date:12/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two ********** for my two air conditioning units and they were both installed incorrectly by an untrained technician. Both of the units immediately broke on the first day after they were installed at which point I spoke to the manager and they assured me that a senior technician would come out to resolve the issue until the very end. Right now nobody is addressing the issue and its been over a month. I no longer want to keep this system I want a full refund which I believe is around $4000 Ill have to find the actual receipt and if possible I would like to get any interest that has accrued because of their lies. Its been about one or two months so probably only like 30 or $40 but still this was such an obscene business performance that I really just want my justice.This is just a simple refund but whenever I called them they simply tell me theyre going to escalate it but then nobody calls me back and then they tell me that theres no way that I can speak to a manager without the office escalating it before but its happened to me three times where they told me theyre going to escalate this but they havent theyre ignoring me all I want is a refund and theyre ignoring me all they have to do is come pick up the machines and give me my money back but they are ignoring Me.Please help me I have a newborn right now and this scam has gone on long enough and its bordering on racism I just want my money back.

  Business Response

  Date: 12/19/2024

  Dear Mr. ********** am truly sorry to hear about your frustrating experience with the installation and follow-up of your *********** I understand how important it is to have everything working properly, especially with a newborn in the house, and I can imagine how stressful this situation must be.
  I want to assure you that Im here to help. Im very sorry for the delays youve experienced and for any miscommunication thats led to the current situation. We take your concerns seriously and are committed to addressing this matter.
  To proceed with resolving this issue, I kindly ask that you send me a copy of the receipt for the purchase of the ********** so that I can assist further and work with the internal team to find an appropriate solution.
  Someone from my internal team will be reaching out to you soon to help move this forward. Please email me at ********************************* and Ill get to work on this right away. Thank you for your patience, and I look forward to getting this resolved for you.
  Best regards,
  ********
  Customer Success Team

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22694302
  
  I am rejecting this response because:
  

  The technician that sold me the ** units told me the office would email me a receipt but I Never got one from either ******* Air or Del-Air which I still don't understand.  I asked them for a receipt the very next day as well as ***** **** to be the installer of the machines, when I scheduled the installation time.  They Never did either of those things.  ***** **** only came to my house after an untrained technician ruined my entire house's Air for weeks by installing the machines in the wrong spot and without proper equipment leaving gaping holes in both of my ventilation systems and when I directly spoke to one of the managers. 

  The person who claimed to be the owner which I think might have been some type of PRANK assured me that ***** **** would come to my house every time from then on to fix the issue. My air conditioning system is being supported by 4 pieces of tape right now. 

  I would like them to find my records themselves and send ***** **** to repair the holes for free then refund me the !entire purchase!

  PLEASE my baby was born today and I JUST NEED MY MONEY BACK.

  Why are they even asking me for a receipt. I am literally a $300 per year like gold member there.

  I AM BEING SCAMMED BY IMMATURE PRANKSTERS AT A REBELLIOUS BRANCH OF DEL AIR WHICH WAS UNTIL RECENTLY ******* AIR. 

  I just need ***** **** from the normal location to resolve the issue exactly like this.

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

  Customer Answer

  Date: 12/19/2024

  I am not trying to get my money back because I need money for my baby. I was purchasing the Units FOR MY BABY. Then a bunch of intimidating unprofessional men and women ruined our lives.  Whenever I call them they tell me they are going to escalate the issue but they only make promises then end up sending racist criminals to my house.

  Business Response

  Date: 01/02/2025

  Dear Mr. *********** are deeply sorry to hear about your experience and the distress this situation has caused you and your family. Please know that we take your concerns very seriously, and this is not the level of service or professionalism we expect from our team.
  We are not seeking to close this complaint but rather ask for additional time to make this right. I currently have my internal team reviewing this matter thoroughly, and either a team member or I will be reaching out to you directly to address your concerns and work toward a resolution.
  Thank you for bringing this to our attention, and we truly appreciate your patience as we work to resolve this matter. Please rest assured that our focus is on ensuring your satisfaction and restoring your trust in us.
  Sincerely,
  ********
  Customer Success Team
  ********************************************* and Air Conditioning
  

  Customer Answer

  Date: 01/09/2025

  I have more information regarding this Complaint.  Today one of my air conditioner units began malfunctioning and I called a separate **********.  In other words, I no longer need a technician from Del Air to work on my unit. I simply need a full refund and I can bring ALL the equipment to you guys or have them pick it up without entering my home again since the new ********** will be handling everything from now on. This will also include the 2 magnetic filters they installed, also incorrectly, also not as advertised. Also, the technician who came today politely informed me the ** lights were not wired in correctly with a transformer, so basically created two fire hazards in my house. Also, it has come to my attention that they sold me the wrong lights for the wrong spot on the ** system which has 3 areas for lights available. They sold me the most expensive and least pertinent for residential units. That is subjective but, basically a very severe and dangerous scam because the light they sell does not eliminate any mold and bacteria in the 2/3 actual Residential Spots and they literally only installed a super extraneous Hospital light inside of my duct, leaving my entire system exposed to MOLD.  ************ should definitely close down in my opinion. 

  Also, I need to note that **** ****** has been calling me non stop and I really just want a refund not his cell phone number and another unqualified and DANGEROUS technician. I prefer communicating with the BBB to resolve this issue. 

  I will not be keeping any of the equipment. I need a full refund. Also, I forgot to mention, I want my membership for both air conditioning units cancelled. 

  Customer Answer

  Date: 01/09/2025

  Okay, I am open to communicating with You, ********. I basically only want email as my mode of communication and being in contact with You, ********, directly since you have proven a certain level of real professionalism.  I truly hope we can solve this issue in this Way within Ten Days.  I Truly wish not to have any more technicians especially from ******* Air in OR even NEAR my home. I hope you understand because my Trauma is REAL. Please understand. I will be awaiting further contacts.

  Customer Answer

  Date: 01/09/2025

  I don't care about any interest that has accrued on the 4000+ charge at this point and would love to simply end this situation in a swift way.. I only trust ***** **** to pick up the equipment outside of my house at this point. I assure you I have all the parts and they are ready for pick up by ***** **** only... and there are no transformers here to return. I even have the cotton mesh boxes the last technician so generously left here while commenting right before leaving my home that the particular lights were overkill.

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22694302
  
  I am rejecting this response because:
  Okay, I am open to communicating with You, ********. I basically only want email as my mode of communication and being in contact with You, ********, directly since you have proven a certain level of real professionalism.  I truly hope we can solve this issue in this Way within Ten Days.  I Truly wish not to have any more technicians especially from ******* Air in OR even NEAR my home. I hope you understand because my Trauma is REAL. Please understand. I will be awaiting further contacts.

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

  Business Response

  Date: 01/16/2025

  Dear Mr. ************** you for your message and for expressing your willingness to work with me directly. I truly appreciate your trust and will do everything I can to help resolve this matter.
  I completely understand your preference for email communication and the concerns youve shared. However, addressing your issues fully will require a more in-depth discussion. Id like to arrange a phone call with our General Manager, ****, who is equipped to address your concerns thoroughly and provide solutions tailored to your needs.
  Please let me know a time that works best for you, or I can assist in arranging the call at your earliest convenience. If you have reservations, I assure you this call will focus solely on resolving your concerns in a professional and respectful manner.
  I am here to support you every step of the way and ensure your voice is heard.
  Looking forward to your reply.
  Sincerely,
  ********

  Customer Answer

  Date: 01/19/2025

  I recently had a child and so I had the intended air upgrades done by another company.  So my credit card bills are sky high with all the ** bills.  Please help me with this refund soon.  I need to buy things for my newborn.

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22694302
  
  I don't reject, I just want to keep the case open. 

  Ok, I am open to Speaking to **** now.  I was very hesitant to speak to anyone beforehand in fear it was someone from the Local ******* Air office.  Also, I recently had a bad experience with my water filtration company where someone pretended to be from Corporate and they weren't. 

  My phone number is ************. I have both lights and both electric filters, and both filter refills ready to go. He can call me anytime Weekdays are better though. 

  When this is resolved I will be happy to remove any reviews which is what I do when the business addresses my complaints. 

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

  Business Response

  Date: 01/28/2025

  Dear Mr. ************** you for your response and for providing us the opportunity to address your concerns. We understand your hesitations, and we want to assure you that we are committed to resolving this matter promptly and to your satisfaction.
  To facilitate a conversation with ****, would tomorrow (Wednesday) at 10 AM or Thursday at 10 AM work for you? Please let us know your preference, and we will ensure **** reaches out at your preferred time to discuss and resolve this matter.
  We value your feedback and appreciate your willingness to work with us. Thank you for your patience, and we look forward to resolving this matter.
  Sincerely,
  ******** ****
  Customer Relations Specialist
  *********************************************, Cooling, and Plumbing
  **********************************************************

  Customer Answer

  Date: 01/28/2025

  To All Parties Concerned,

  I spoke to **** ****** and he helped arrange for ***** **** to stop by my house. ***** **** picked up ALL the equipment. Both ***** **** and **** ****** have confirmed that No Surge Protectors were installed, so those items do not have to be returned. 

  I am currently awaiting a refund to my Credit Cards for the monthly membership charges and the Main Dispute of $4090.50.  I currently Do Not See any pending return debits, and am patiently waiting.  I hope to get the refunds within a few days from this message and end this complaint. 

  Thank You,

  ****** ****

  Customer Answer

  Date: 02/04/2025

   
  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.

   

  I received a full refund and the funds have cleared. I got a check in the mail. I am ready to move on.

   

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

• Initial Complaint

  Date:12/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept. 17, 2024, Del-Air ***aired my air conditioning unit. On that day, I paid them $1,096. I have a Preferred Customer $50 gift card (valid on all services) with no expiration date, valid on services over $250. The service *** said he did not know how to process the card, took a photo of it, and said he would have someone contact me. I have NOT been contacted in spite of my numerous calls. Each time I've phoned, I've received a promise of a return call within ***** hrs. After the second call, the call center *** said she would add an "escalation" note. It has been almost 3 months, many calls, always ignored. **************** ***s obviously have no interest in giving me the $50 credit to which I am legitimately entitled. I am seeking payment of $50.

  Customer Answer

  Date: 12/12/2024

  RESOLVED COMPLAINT re Del-Air, ******* location. Initial complaint filed 12/6/24.I've lost all my info on the computer. I received a call from the company and they have already paid my claim, plus an extra "sorry" amount. Thank you for your assistance. One letter from you and they took action.

• Initial Complaint

  Date:11/27/2024

  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.

  **** system stopped working. I called in for service and was told I am on a ************** list. I asked why as there hasn't been any problems between me and Del-Air, in fact I purchased my last two systems from them and service until now has been great. So I was told that my request to find out why I was on that list was being escalated and that I would receive a call withing ***** hours. No calls. My system is down. We've been having temperatures dropping to the 40s overnight and we have my 91-year-old mother-in-law living with us. She needs a warm house. Anyway, I've called back each day and the ladies on the phone keep telling me they have re-escalated this and that I should expect a call within ***** hours. I have a 10 year parts and labor contract with Del-Air but it seems to me they have no interest in honoring it. Meanwhile, I'm left in limbo with no HVAC, waiting on a call.

  Customer Answer

  Date: 11/27/2024

  Received a call back and service tech is on site. All was resolved to my complete satisfaction.

• Initial Complaint

  Date:11/23/2024

  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.

  The ** in my property has noisy before we close. They fixed the issue (they said they put more freon in) and we closed successfully. But after several days we closed, and the noise came again, and then fixed, and then the noise came again and again...Every time a technician came and said he could do nothing, he would call a senior technician to come. Then when the senior technician came, the first time a senior technician cut the wall on the first floor, and tied some pipes together (might be ** and water pipes), and the noise stopped for several days. The second time another senior technician put more freon in again. One time, the senior technician said his ear had an issue, he could not hear any noise, he asked his supervisor to come together, his supervisor could hear the noise, it's funny, aha? In addition, during this long repair duration, one technician came to adjust the speed of the pipe too high for the main machine upstairs and upstairs became more noisy, fortunately, the senior technician came later to adjust back for the normal speed. I really don't know what to say. Now after several times of fixing, the noise still appears. You know we closed on March 27th, 2024, and now is Nov 23th, 2024. We cannot stand this anyway, it wastes too much of our time because we have to stay at home and wait for the technicians to come. We also need to wait for the workers to fix the drywall. We need to work outside, several times maintenance influences our life and work severely, and it really makes me stress out. You know we went to the same model in other communities, and all of them don't have this noise, builder manager, warranty manager, and the ** technicians all said they hadn't met this issue before. So it cannot be a normal condition. I hope you can help us fix this issue definitely, or change the ** system to promise it won't make any noise in my property. Also, the ** leaks in my property, but it already fixed. While it seems to cause mold on the drywall.

  Business Response

  Date: 12/02/2024

  Thank you for sharing the details of your experience. I understand your frustration, and I apologize for the ongoing inconvenience this has caused you. It's clear that you've been through multiple visits with little resolution, and I can imagine how disruptive this has been to your daily life and work.
  We are committed to ensuring your satisfaction and will have ***** *******, the Warranty Supervisor, reach out to you directly to schedule a follow-up inspection and work towards resolving the issue once and for all. Well make sure that the necessary steps are taken to address the noise and any other concerns with your AC system.
  Please rest assured that we are here to help, and we will coordinate with you directly to finalize a plan to fix the situation. I understand how disruptive this has been, and we want to make sure this matter is fully resolved.
  If you have any further concerns or questions, please dont hesitate to contact us.
  Thank you for your patience, and we look forward to resolving this as soon as possible.

  Business Response

  Date: 12/10/2024

  the intention of this communication is to provide an update on the pending services.  We have scheduled to have a Supervisor and a Service Professional return tomorrow.  We will be replacing the Evaporator Coil, Thermal Expansion Valve and the Drain pan for the **** system.  Once the repairs are completed, we'll follow to ensure the concerns have been resolved.  At that time one final update will be provided.  

  Customer Answer

  Date: 12/11/2024

  Hi BBB representatives, thanks a lot for your help. Del-air AC technician is here today. It doesnt have noisy now. But the noisy also disappeared temporarily before. So I hope you can help me coordinate with them to extend the warranty. For the machine and the labor free in next five years. I believe its reasonable. I will neglect the leak, the mold, and my time. Thanks.

   

   

  Customer Answer

  Date: 12/16/2024

  Hi I dont see response for extend 5 years warranty for material and labor free. The noisy appears when cooling, these days AC always works for heating. So I need more time to see whether the noisy would appear again. 

• Initial Complaint

  Date:11/18/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 10 of ******************************** a brand new AC unit inside and out and the proposal also included a water softener. They had advised that their financing company I wouldnt be charged finance charges for 12 months and the day of insulation. I was never given the contract and when I demanded the contract I had to go through a supervisor, which then the financing was only three months of no finance charges. I then made an agreement with the supervisor to pay in cash for a lower install. Once that was agreed-upon, the installers came then they damaged the outside unit and when I asked for money off of the unit the same supervisor told the installer. What is that b**** want now The installer advise the supervisor that I was standing right there and I had heard all of this. After the install was completed, the supervisor on site had three different quotes for what my bill shouldve been after no supervisor we contact him back to rectify what the actual price was. He had left in a couple weeks later I got an invoice which I paid in full two months later I receive another invoice for $3900. I was advised at first it was for a water heater that I had paid in full in March which I provided them the proof of my payment and then it was a condenser then it was the water heater Since then I have been harassed by their accounting department ****** and never follow up. I have provided proof of the proposal I have provided multiple times my payments and then today she advised me very rude and unprofessional I then called asked to speak to a supervisor or manager. I was advised by the representative that someone would contact me. I then received an email with what my invoice was, which was the same thing that I had already paid for this has been over three months. I have all emails text messages and multiple invoices that are identical to the original invoice that I paid

  Business Response

  Date: 11/26/2024

  Dear Ciara,
  Thank you for sharing your experience with us. I truly apologize for the inconvenience and frustration youve encountered. I understand your concerns about the contract, the payment discrepancies, and the communication issues with our team.
  Ive attempted to reach you multiple times without success, and I deeply regret that we have not been able to connect. I want to assure you that I am still working with our internal team to resolve this matter, and I remain committed to finding a fair solution.
  Please feel free to contact me directly at ******************************** at your convenience. Alternatively, if there is a date and time that works best for you, please let me know, and I will be happy to reach out at that time.
  Your satisfaction is important to us, and I want to ensure we address all of your concerns as soon as possible.
  Thank you for your patience and understanding.
  Sincerely,
  ******** ****
  Customer Success Manager

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22572792
  
  I am rejecting this response because:   You can reach me this week directly at my phone number.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 12/16/2024

  
  Hi Ciara,
  Thank you for your continued patience. I understand that youre frustrated, and I want to acknowledge that weve done everything we can from our end. Ive discussed your case with our legal team, and it seems we are now at an impasse.
  Before you proceed with any further action, Id like to make one final attempt to resolve the issue. Could you please let me know if theres anything specific I can do at this point to address your concerns and potentially come to a resolution?
  Im here to help and would appreciate your input on how we can move forward.
  Best regards,
  ******** ****
  Customer Success Team
  **********************

  Customer Answer

  Date: 12/20/2024

  I was contacted by one of the managers, and he refused to accept the fact that they had falsified documentations with the city government and then hung up the phone on me. They can go ahead and take me to court because I have no problem providing all documentation to my attorney

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -******* Air (Del Air), replaced both blower motors on 12/11/2023 and 7/16/2024.-7/16/2024 we also purchased the annual maintenance for the year. -Both AC's are under a 10 year warranty (parts). -Tenant notified us of a cooling issue on 10/2/2024, I contacted ******* air via ******************************* to schedule online 10/2/2024, 10/10/2024, 10/16/2024, automated email confirmation for each.-I assumed 2x Hurricanes resulted in long wait times. -10/24/2024 I called again and reached "Del Air" calling center and was told to wait fora call back Scheduled 10/30/2024- Resulting in 2x estimates totaling $25,042.28. -The technician called to discuss and I was alarmed at the prices of both. He stated "im not under warranty" and that my "8 year old systems were done" and I "needed complete new ones", he told me he could "recommend a separate company" (an upsell). -I have contacted the company with questions and only received a response that stated this is my estimate(via email). No further details. I've called and emailed since 29 OCT with no immediate answers and a tenant without AC since 2 OCT. -On 8NOV the "General Manager"called me, I was thankful and he did offer to send a senior technician and scheduled for 12November2024 between 8-12. My tenant took off work, no technician arrived, upon calling DEL AIR he was told there was no existing appointment for our AC. Tenant confirmed the technician on ***** told him he could "have two ******'s out here tomorrow from another company" Requesting accountability, timely responses, fix the broken web links and not to upsell customers. "AC's aren't meant to last more than 8-10 years". This should be criminal. Zero notification to existing customers of a sell to a larger corporation, no options and unsure if we are covered. I have all correspondence but unable to load into this site. I can send separate.

  Business Response

  Date: 11/26/2024

  ***** *******,
  Thank you for bringing your concerns to our attention. We truly regret the experience you've had with our service and understand your frustration regarding the delays, miscommunication, and confusion over your warranty coverage. We take your feedback seriously and are committed to addressing your concerns.
  Upon reviewing your case, Id like to address the issues youve raised:
  Warranty Coverage: Your units are indeed under a 10-year warranty for parts, and we apologize if the technician failed to clearly explain the details of this warranty during your service visits. The technician's comment about your "8-year-old systems being done" was inaccurate, and we are deeply sorry for any confusion this caused. It is our priority to ensure that all warranty-related issues are handled appropriately and communicated clearly to our customers.
  Service Delays: We understand that the service delays and the extended wait time for an appointment have caused significant inconvenience. While external factors like hurricanes may have contributed to longer wait times, it is unacceptable that your tenant went without AC for such an extended period. We apologize for the lack of timely communication and the confusion caused by the scheduling issues.
  Estimate for New Units: We recognize that receiving estimates for a complete replacement of your units totaling $25,042.28, along with the mention of upselling, was alarming and inappropriate, especially given your warranty. Our technician should have clearly communicated that your units were still covered under warranty, and we regret that this was not the case. We understand your concern about the potential upsell, and this practice does not align with our commitment to providing honest, transparent service.
  Missed Appointment on 12 November 2024: We sincerely apologize for the missed technician appointment. It was a mistake that the appointment was not properly recorded in our system, leading to the lack of service on the scheduled date. This is a failure on our part, and we deeply regret the inconvenience this caused for your tenant. We have reviewed this internally to ensure such errors do not happen again in the future.
  Communication and Customer Support: We understand that our response to your questions and concerns has been inadequate, and this is not the level of service we strive to provide. Our goal is to ensure clear, prompt communication with all customers. The lack of follow-up after your inquiry on 29 October and the unsatisfactory response to your requests for details are not acceptable.
  We are committed to resolving this matter and will ensure that a senior technician is assigned to properly assess your systems and clarify the warranty coverage. We will address the issue of pricing, and if needed, adjust any charges that are not consistent with your warranty or our previous service agreements.
  We understand your frustration with the changes at the company and the uncertainty youve experienced. Rest assured, we will keep you informed of any updates and work with you to find a solution that ensures your satisfaction and peace of mind.
  Please let us know a convenient time for us to reschedule the technician visit. We appreciate your patience as we work to rectify this situation and restore your confidence in our services.
  Thank you again for bringing this to our attention. We look forward to resolving this promptly.
  Sincerely,
  ******** ****************************** Team
  *********************************************, Air ********************** & **********************

  Customer Answer

  Date: 11/29/2024

   
  Complaint: 22545615
  
  I am rejecting this response because:

  Thank you for acknowledging the immense amount of time my tenant and I have spent seeking solutions. Simply sending out another technician is a step in the right direction but not an answer. I have yet to receive a detailed explanation for the 25k invoice. I have repeatedly asked for an itemized  explanation of each and every item on the invoice/fix for now estimate provided by the first *********** On 19 November another technician did come and repair one item and the system is up and running. Thank you for that. Again this leaves me with more questions than answers and we do not consider this matter closed. This is more than just an inconvenience or an employee speaking out of turn. As you acknowledged numerous mistakes were made, repeatedly. The technician from the 19th of November did mention the. Capacitor and other items that could be in disrepair. In order to keep this system up and running we would like another inspection with a guarantee that there are no foreseeable issues, replacement of those items noted in disrepair and are requesting an additional 5 year parts warranty extension (2032) for the troubles we have been exposed to. 
  Sincerely,
  
  ***** *******

  Business Response

  Date: 12/16/2024

  Hi *****,
  Thank you for your response and for acknowledging the recent technician visit. I understand that this situation has caused significant frustration, and I want to address your concerns as thoroughly as possible.
  I appreciate your request for a detailed explanation of the initial $25k estimate. While I understand your desire for transparency, I must clarify that the charges provided are based on necessary repairs and upgrades specific to your system. The motor repair, which was completed for $255.08, was a necessary fix, and Ive provided estimates for other recommended repairs that could be addressed over time.
  As for the request for a 5-year parts warranty extension, I regret to inform you that we are unable to provide a warranty extension beyond what was initially agreed upon. Our warranties cover parts and labor within the terms outlined in your service agreement, but extending that coverage for an additional 5 years is not a standard practice.
  To move forward, I am happy to schedule another inspection to review any remaining concerns with your system and address any potential issues that were noted. Ill ensure that we carefully go over each part and provide clear recommendations so you can make informed decisions about your systems future care.
  Please let me know how you would like to proceed, and we will make arrangements for a technician to visit as soon as possible.
  Best regards,
  ******** ****
  Customer Success Team
  **********************

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22545615
  
  I am rejecting this response because:

  DEL AIR has not provided a detailed response to the inquiry. THe last reply on 16 DEC states: "and Ive provided estimates for other recommended repairs that could be addressed over time." This statement is inconsistent with all previous correspondence. DEL Air has not in fact provided information/explanation of the "FIX FOR NOW" invoices. I will ask again, what is BROKEN and what are items that need to be replaced and what is the cost toME the consumer? Where is the companies standard price list for labor? 

   

  Here is an example: Estimate #******** Service item: COM-108 "Remove all refrigerant from system. Remove and replace compressor and liquid line filter drier.Evacuate system. Add and adjust refrigerant as needed. Once system is operational again it may be determined other components may need to be replaced. The Compressor is the part of an outdoor air conditioner or heat pump that compresses and pumps refrigerant to meet household cooling requirements. The Heart of the system.Includes refrigerant "

  The quantity is 1: standard price is: ******** the price quoted is $3,802.00

  Is that the cost of labor? I would like to see the companies standard price lists for transparency.

  Another example: AHU-105: Pump back refrigerant to condenser and close service valves. Cut refrigerant lines and remove the Evaporator Coil. Install new evaporator coil and liquid line filter drier. Evacuate refrigerant lines and open service valves. Adjust refrigerant as needed. An evaporator coil is the part of an air conditioner or heat pump that absorbs the heat from the air in your house. 

  The quantity is 2: standard price is: ***** the price quoted is $3,802.00

  What is the prognosis? Is this a necessary "fix for now?" that means its a short term solution? Is that 2 hours of work "quantity"? what is the methodology for the costs of these?Is there astandard list that is provided to the customer?

  Another Example: 

  DAS IAQ 2000
  Surface and air single UV lamp and Electronic Air cleaner $3,043.

  Is this an existing item in my AC and is broken?  the last ********** and the first ********** noted that each cost is for "Labor". That is what fix for now means, correct? SO the cost of this in labor is $3,043.00. As a homeowner,I was not aware my AC's had this installed. 

  Bottomline, No, Del Air has not provided detailed itemized explanations for the "fix for now" costs ************ already sent a ********** out and that is what they were also supposed to do on that call, per the phone conversation with the office. So you want to inconvenience the tenant to have a third ********** come out?

  The request to Del Air:

  Itemize and explain both "fix for now" invoices, with detailed costs Parts and Labor and the methodology of how it is computed. Details of what is actually "broken" and needs to be fixed. We would like an explanation, not to be taken advantage of. This process is not providing explanations.

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

  Business Response

  Date: 12/19/2024

  
  Dear Ms. ************** truly sorry for the inconvenience this situation has caused and I completely understand your frustration. We sincerely want to provide you with the clarity youre seeking, and were working diligently to ensure that everything is addressed appropriately.
  At this time, we are requesting additional time to review and gather the necessary details to resolve your concerns fully. We are not looking to close the complaint without coming to a resolution that you feel confident with. I assure you, your concerns are being taken seriously, and we want to ensure we provide the most accurate and detailed explanation regarding the Fix for Now invoices, including itemized costs and the reasoning behind the estimates provided.
  I deeply apologize for any confusion in our prior communication. Please know we are committed to making this right and will continue to work on this until we can fully meet your expectations. If you have any other questions or need further clarification in the meantime, please dont hesitate to reach out to me directly. I am here to help.
  Thank you again for your patience and understanding.
  Best regards,
  ********
  Customer Success Team

  Customer Answer

  Date: 12/24/2024

   
  Complaint: 22545615
  
  I am rejecting this response because:

  Del Air has requested additional to review the issues and respond. I would note that I have now received conflicting responses from DEL Air and this is still not resolved. Conflicting as in, the first response in this forumI received, was that the invoice I was provided was correct and those are in face the replacements that my two systems requires. I requested a detailed itemized list for the repairs, which I've also not received. My confidence in the ability of this company to provide timely and honest service is in question. I am also concerned with future repairs being carried out by your company and the quality in the future and fear retribution for highlighting these issues to the company. I brought this to the attention of the company on 30 October ******* is now December 24th 2024 with no resolution. How much more time is Del Air seeking to find a resolution? Thank you.

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

  Customer Answer

  Date: 01/22/2025

  This issue has not been resolved. The business requested additional time, and has made no effort to reach out to me with a solution or response. Please re-open the case. Thank you. 

   

  ***** *******

  Customer Answer

  Date: 01/23/2025

  Date Sent: 1/22/2025 11:12:09 AM
  

  This issue has not been resolved. The business requested additional time, and has made no effort to reach out to me with a solution or response. Please re-open the case. Thank you. 

   

  ***** *******

  Business Response

  Date: 01/31/2025

  Dear *****,
  I truly appreciate your patience and understand how frustrating this situation must be. I want to personally assure you that we take your concerns seriously and are committed to providing clarity and support.
  I understand that you were hoping for a more detailed breakdown of the pricing, and I sincerely apologize that we are unable to provide it in the manner you requested. Our pricing structure is based on a flat-rate model, which is a standard practice in our industry. This approach allows us to maintain transparency and consistency in the services we provide, ensuring that every customer receives fair and upfront pricing.
  That being said, we dont want you to feel unheard or dismissed. Our internal team is reviewing your concerns, and **** will be reaching out to you directly to discuss what options may be available and how we can best assist you moving forward. Our goal is to work with you to find a solution that provides clarity and peace of mind.
  Please know that we appreciate your time, and were here to help in any way we can. If you have any additional questions or would like to discuss this further, please dont hesitate to reach out.
  Best regards,
  ********
  Customer Success Team
  **********************
  **********************************************************

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22545615
  
  I am rejecting this response because: this is now 5 months into this ongoing discussion with ZERO answers. I would like a timeline on what to expect in regards to being contacted. Your response also notes that there is a standard list to ensure transparency to customers.That list has yet tome provided to the customer (me). I would like together back to the main issue that this complaint started with, which is transparency and a detailed understanding of the "fix for now" estimates that were provided to me totaling almost *********. I still do not have answers.
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 02/19/2025

  Good morning, 

  This matter should not be closed. DEL AIR has not answered ONE of my questions, has not reached out to offer any solutions but has only stated they "need more time". This is unacceptable for a $25,000 estimate to "Fix" two air conditioning units that are under a 10 year parts warranty. This company took ownership from ******************, and have not been transparend, they have evaded questions, they do not show up for appointments and are responsible to the customer for providing a response. 

• Initial Complaint

  Date:11/08/2024

  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.

  On October 21st 2024 Del-Air showed up to diagnose and fix an issue with one of our air conditioners and charged us *****. They then ordered parts and came on October 31st to install them and charged us ******. However, this did not fix the problem thus, we called Del-Air who came out the next day (November 1st) and stated it was the indoor sensors and not the outdoor sensors that needed to be *********** this point we were out ****** and the problem was still not resolved thus, I asked to get my in touch with a manager and he said he would put in a ************* is now 11/8/2024 and nobody has called me. So I followed up...11/4/2024 - Called and asked to speak to a manager but, was told that was impossible and they would call me back in a few business days.11/7/2024 - Called and talked to ******* (might be spelled wrong) around 12:30 and was told they would call in 1-3 days but, could be longer. She stated she would add another escalation in because it was not possible to speak to a manager 11/7/2024 - Didn't have a great feeling about my call so, called another number and spoke to ***** (Might be spelled wrong) and was told she'd also add in an escalation but, I couldn't talk to anyone.11/8/2024 - Still no call so, I called in and spoke to ****** at 10:17 AM who stated there were not any escalation noted in my account from yesterday but, said she put in an additional escalation with her manager.The lack of communication here is unbelievable and we don't want to work with a company who can't even take the time to call us back. We request a full refund of ****** and we'll use that money towards finding another company who can call us back and perhaps has more knowledge of the type of AC units we have.Thanks,****

  Business Response

  Date: 11/19/2024

  Hi ****,
  
  I want to sincerely apologize for the frustrations you've experienced. I understand how disappointing and stressful it must be to deal with a lack of communication, especially after investing in repairs that didnt resolve the issue. I truly regret that this experience has been so challenging for you.
  
  We have processed the $711 refund as you requested, and I appreciate your patience during this time. It's clear that we should have done a better job of keeping you updated and addressing your concerns. I'm glad to hear you are working with an electrician on the surge protection as recommended. We have also reached out to Daikin to address the sensor issue and will continue to support you as needed.
  
  Please know that we take your feedback seriously and are working to improve our processes. If you need any further assistance, don't hesitate to reach out to me directly at **********************************************************.
  
  Thank you for bringing this to our attention, and I hope we can regain your trust moving forward.
  
  Best regards,  
  Karoline  
  Del-Air Customer Success Team

  Customer Answer

  Date: 11/20/2024

   
  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.
  
  Thank-you!!! 
  
  **** ******

  Customer Answer

  Date: 12/04/2024

  Hi,

  As of now the company has not refunded the $711.00.  I've emailed, called, and text them, just wanted to make sure you're aware and not sure if there is anything further that can be done.

  Thanks,
  ****

  Customer Answer

  Date: 12/09/2024

  Hi,

  As of now the company has not refunded the $711.00.  I've emailed, called, and text them, just wanted to make sure you're aware and not sure if there is anything further that can be done.

  Thanks,
  ****

  Business Response

  Date: 12/16/2024

  
  Hi ****,
  Thank you for reaching out and bringing this to my attention.
  I wanted to confirm that the $711.00 refund has been processed. You should see it reflected on your AMEX within the next few days. If for any reason the refund does not appear within that time frame, please feel free to contact me directly, and Ill make sure to assist you further.
  I appreciate your patience and understanding. Let me know if there's anything else I can do for you.
  Best regards,
  ********

  Customer Answer

  Date: 12/17/2024

   
  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:11/04/2024

  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 am beyond frustrated with the terrible service I received. After a technician assessed my AC unit, he determined that the blower motor needed replacing. He then tampered with the electrical system, switching cables around. Just two days later, the ** stopped working entirely. To make matters worse, he removed some insulation components and left them unreplaced. Ive been trying to reach the company for THREE DAYS, but despite being told that my case would be treated as a priority and that a supervisor would call me back, NO ONE has contacted me. Im living with two seniors and a child with a health condition, and yet it seems like no one at this company cares about addressing the issue. I highly recommend avoiding this company at all costs. Their customer service is non-existent, and they clearly have no regard for their customers well-being.

  Business Response

  Date: 11/18/2024

  Dear Largery *****,
  
  I sincerely apologize for the frustration youve experienced, especially given the urgency of your situation. I want to assure you that this is not the level of service we strive to provide. We have tried to reach you several times to discuss the issue in detail, and we are committed to resolving this for you as quickly as possible. 
  
  Please let me know a convenient day and time for us to contact you so we can move forward and address the matter to your satisfaction. 
  
  I truly regret the inconvenience this has caused, and I look forward to assisting you in making this right. 
  
  Best regards,  
  Karoline  
  Customer Success Team  
  **********************************************************