Complaints

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

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

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  Del-Air Heating, Air Conditioning, Plumbing And Electrical

  1000 Business Center Dr Lake Mary, FL 32746-5585

  
• 

  Del-Air Heating, Air Conditioning, Plumbing And Electrical

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

  
• 

  Del- Air Heating, Air Conditioning & Refrigeration, LLC

  4388 US-1 Vero Beach, FL 32967

  
• 

  Simpson Air

  12302 N Nebraska Ave Tampa, FL 33612

  
• 

  Del-Air Heating, Air Conditioning, Plumbing And Electrical

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

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: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  
  **********************************************************  
  

• Initial Complaint

  Date:11/01/2024

  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.

  I purchased a brand new HVAC unit from this company in summer of 2023. The unit began to fail in July 20 24 just a bit over a year after purchase and therefore was out of warranty. At that time, when the unit Stopped working I called the technician from Del Air Out, they serviced the unit and did not find the cause of the problem but filled the unit with Freon. They provided no explanation and told me the issue was all resolved. I paid at that time roughly $100. The Unit again stopped working on October 1st and I was able to get a technician back out on October 2. After he assessed the problem, he said there was a leak in the parts and quoted me money for the work done, but said he would have to come back on a later date to install parts. I paid on that date thinking I had paid for everything. The amount paid was $160 roughly. It then took two additional days for them to schedule the work at which point they were late to their expected time because they said the part was not available still. We waited and heard nothing from them until phone call after the work had already been completing stating that we owed over $1000 for the completed work. We were never at any point informed of how much the work would be or otherwise wouldve shopped around. I tried to dispute this with the technician who hung up the phone on me. Telling me I could take it up with corporate. I wrote an email to customer service on October 2nd and still have not heard back. Today, November 1, I received a Phone call from their accounting department saying that we had a past due statement and asking me to pay immediately. I disputed it telling her about my interaction and she just repeated herself and became extremely argumentative. She threatened that unless I pay it today, they would push this over to debt collections. I find this practice, completely bait and switch and would never have agreed to that price. Please help me.

  Customer Answer

  Date: 11/16/2024

  This is for DEL-AIR not Delta Air.. sorry for the confusion!

  Business Response

  Date: 11/26/2024

  ***** *****,
  Thank you for bringing your concerns to our attention. We deeply apologize for the frustration and confusion youve experienced, and we understand how important clear communication is when it comes to both pricing and the services we provide.
  After reviewing your complaint and investigating the situation, we took immediate action to resolve the matter. We have adjusted your invoice to zero out the balance, ensuring that you will not be charged for any work you disputed. As a result, we are not charging for the installation or any of the work performed, as we recognize that the communication surrounding these charges was not clear.
  We want to emphasize that this situation arose due to a breakdown in our internal communication. Specifically, the technician who was last on-site did not obtain your approval or signature on the estimate before proceeding with the work, and the costs were not clearly communicated to you beforehand. Additionally, the parts were ordered and installed without fully confirming the price with you. This lack of transparency understandably caused confusion and frustration.
  We take your feedback seriously and are already working to improve our processes to ensure something like this doesnt happen again. Were reinforcing the importance of obtaining customer approval for estimates and clearly communicating pricing before any work begins. Our team is also being trained to confirm the costs with customers before creating purchase orders and ensure all communications are transparent.
  Despite this issue, we are glad to confirm that you are still a valued Del-Air customer. We hope the adjustment to your invoice demonstrates our commitment to making things right. If you have any further questions or concerns, please dont hesitate to reach out directly to our team.
  Thank you again for your patience as we work to improve our service, and we sincerely hope to continue serving you in the future.
  Sincerely,
  ******** ****
  Customer Service Team
  *********************************************, Air ********************** & **********************

  Customer Answer

  Date: 12/14/2024

  This complaint has not been close to my satisfaction. I didnt receive the previous message or if I did, it didnt notify me. As I had stated in a previous message, this is not closed to my satisfaction and I do not agree with paying for a service I wasnt quoted for. 

  Customer Answer

  Date: 12/16/2024

  Date Sent: 12/14/2024 12:44:53 PM
  This complaint has not been close to my satisfaction. I didnt receive the previous message or if I did, it didnt notify me. As I had stated in a previous message, this is not closed to my satisfaction and I do not agree with paying for a service I wasnt quoted for. 

  Business Response

  Date: 12/16/2024

  Hi *******,
  Thank you for following up, and I apologize for any confusion or inconvenience this has caused.
  I understand your concerns regarding the lack of a quote before the service was performed. After reviewing the situation, here is what we have done to resolve the issue:
  Adjustment to Invoice: We have updated the invoice to zero out the balance, and no charges will be applied for the work completed.
  Concession: We will not charge for the work performed.
  Regarding the root cause of the issue, our technician did not obtain approval or a signature on the sold estimate before proceeding with the work. The part was ordered and installed without the necessary communication or confirmation.
  Training Opportunity: To prevent this in the future, we will be reinforcing communication protocols with our HVAC technicians, ensuring that they get approval and signatures from the customer before proceeding. We will also ensure that our purchasing team confirms the cost with the customer before creating the purchase order.
  We are committed to providing better communication and clarity moving forward. I understand that you are still dissatisfied, and if you have any further concerns, please don't hesitate to reach out to me directly so that I can assist in resolving this matter.
  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:10/31/2024

  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.

  Del-Air continually failed to provide the service we pre-paid for one year as members.Multiple jobs were missed, some were left incomplete. Others omitted key work and even caused our valuable units to run for weeks without filters due to Del-Air's negligence and the incompetence of the "techs" they chose to send out to our locations.Del-Air acknowledged their shortcomings and mishandlings -- offering us to refund us --but they have failed to do so to date.******** *****, ******** ****, and *** -- the local GM who promised the refunds against our prepaid annual memberships ($7109) Account is under:******************************* Contacts: ****** ********, ****** **********, *********************************** ***************************

  Business Response

  Date: 11/05/2024

  Hi ******,

  I want to sincerely apologize for the issues youve encountered with our service and the delay in processing your refund. We acknowledge the shortcomings you've experienced and understand the frustration it has caused. I appreciate your patience as we resolve this matter, and I assure you that your refund will be processed today. Additionally, our senior technician will be out to your properties today to ensure everything is addressed properly.
  Thank you for your understanding, and please let me know if there is anything else I can assist you with.
  Best regards,
  ********
  Customer Success Team at **********************
  **********************************************************
  

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22498056
  
  We are standing by for confirmation of refunds. Please send an itemized list of all refunds given. The previous list seemed to be a mix of refunds that were for us--and the others were perhaps for someone else's account as they did not match amounts that we've ever been charged.:
  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 11/12/2024

  Dear Mr. ******************** you for reaching out. We can confirm that the refund for Complaint #******** was issued to you on 11/6. We believe this matter is resolved, but we are certainly here to help if any further assistance is needed.
  For transparency, we will provide you with an itemized list of all refunds associated with your account to confirm that the amounts align with your records.
  Please let us know if you have any further questions, and we appreciate your patience as we ensure this is fully resolved.
  Sincerely,
  ********
  Customer Success Team
  **********************
  

  Customer Answer

  Date: 11/13/2024

   
  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:10/30/2024

  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 asked for an updated invoice from Del Air stating that the gfi that was replaced was caused by the power outage that occurred from ******** ******* Its been a week and a half I have not gotten any response back and have called twice already.

  Business Response

  Date: 11/05/2024

  Hi ******,
  I sincerely apologize for the inconvenience youve experienced regarding your request for an updated invoice about the *** replacement. I understand that you have reached out multiple times without receiving a response, and that is certainly not the level of service we aim to provide.
  I want to assure you that we have processed a refund of $257 for your last visit and have provided a complimentary maintenance agreement. I appreciate your understanding, and if you have any further questions or concerns, please dont hesitate to reach out.
  Best regards,
  ********
  Customer Success Team at **********************
  **********************************************************

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22491822
  
  Hello, thank you for your message. Where will the $257 be refunded? Will it be via check or back to my credit card, because I still have not received it
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 11/19/2024

  
  Hi ******,
  I apologize for the delay in the refund. The $257 was refunded to your credit card back in June. ****** left a voicemail for you earlier today to follow up. If you're still not seeing the refund on your card, please let us know, and we can investigate further to make sure everything was processed correctly.
  Thank you for your patience!
  Best regards,
  ********
  Del-Air Customer Success Team

• Initial Complaint

  Date:10/28/2024

  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 paid for a $259 maintenance program on Oct. 16th. I also made an appointment for replacement of a part. I changed my mind the same day after the technician left. I wasn't confident in his diagnostic skills. Called the ************* told *** I wanted to cancel the maintenance program and the repair. I hadn't paid for the repair yet. I just wanted to cancel it. I wanted to get a refund of $159 for the maintenace program after today's charges. She said she could cancel the repair but she had to "escalate to a supervisor" for a refund of the maintenance program. She said the supervisor would call me within three days. I mailed a registered letter to the corporate office cancelling the maintenance progam and the repair on Oct. 17th. No contact from the corporate office although they did receive the registered letter. Called the ************ again on Oct. 22nd, spoke to *******. She also said she had to "escalate to a supervisor" but promised a call back within 24 hours. No one called. I called the ************ back on Oct. 25th and spoke to ****. She put me on hold to try to reach supervisor *****, but came back on the line after a couple of minutes and said ***** would call me back right away. I told **** that three calls was enough - if I didn't hear back by Oct. 28th, I would file a complaint with the Better Business Bureau. She said she included that timeline in her email to *****. I just want the money back from the maintenance contract: $259 less the $100 discount for the service call on Oct. 16th is a refund of $159.

  Business Response

  Date: 11/05/2024

  Dear *********,
  Thank you for reaching out, and Im very sorry for the frustration caused by the issues with your refund and cancellation process. I understand how the delay in communication and the escalations led to additional frustration. We're processing a refund of $150, and Id also like to offer a future maintenance service or waived service fee should you wish to give us another chance.
  Moving forward, were focused on empowering our team members to handle issues directly and improve communication to ensure customers like you dont face these challenges. Your experience has highlighted areas we need to address, and I assure you we're working on these improvements.
  If you have any further questions or need updates, please feel free to reach out directly.
  Warm regards,
  Karoline, Customer Success Team at **********************

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22484256
  
  I am rejecting this response because:

  Although Del-Air says they have refunded me, they have not. I sent them documentation to prove that there is no refund to my credit card. 

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

  Customer Answer

  Date: 11/12/2024

  After receiving copies of my credit card statements showing there was no refund, Del-Air finally processed a refund this morning and called to tell me they had done it. When I asked why they kept saying they had refunded me when they hadn't, she said, "We're short-handed." I siad, "So you told someone to process my refund and they didn't do it?" She said, "Basically, yes." I am satisfied with the outcome but not with the process. I had to work much too hard and long for a refund I deserved right away. I have verified the refund with my credit card company.

  Business Response

  Date: 11/21/2024

  Dear *********,
  Thank you for taking the time to share your experience. My name is ******** ****, and I am the Customer Success Manager at **********************. I want to extend my sincerest apologies for the inconvenience and frustration you encountered during the refund process.
  While Im relieved to hear that the refund has been processed and verified in your account, I completely understand how disappointing and exhausting it must have been to navigate this situation. You deserved a smoother, more straightforward resolution from the start, and I regret that we fell short of those expectations.
  We deeply value your feedback, and I am already working with our team to ensure processes are improved so that situations like this are handled more efficiently in the future. Clear communication and prompt action are critical, and Im committed to addressing these issues internally.
  If theres anything further I can do or if you have additional concerns, please dont hesitate to reach out to me directly at ********************************* Your patience and understanding throughout this matter mean a great deal to us, and I appreciate the opportunity to make things right.
  Thank you again for bringing this to our attention, and I look forward to ensuring your future experiences with Del-Air are nothing short of excellent.
  Sincerely,
  ******** ****
  Customer Success Manager

  Customer Answer

  Date: 11/22/2024

   
  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:10/28/2024

  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 8/20/24 I returned via *** 1 case of 2 air filters to Del Air and was told that I would be refunded $132.00. I have received a $66.00 refund on credit card that was used and told the other $66.00 would be sent by check via US mail. As of today, 10/26/24 I still do not have my refund. I have called numerous times and sent emails to **** ****** who will speak with me when I can get her in the office but does not call me back or answer my emails. She said she escalated my request to her boss and still nothing. I sent on 9/17/24 an email to *. ******** and have not received a response. I want my $66.00 refund. They have the case of air filters.

  Business Response

  Date: 11/11/2024

  Dear ***** *****,
  Thank you for bringing this matter to our attention. My name is ********, and Im part of the Customer Success team at **********************. I sincerely apologize for the delays youve experienced regarding your refund.
  After reviewing your case, Im happy to inform you that the issue has been resolved, and the remaining $66.00 refund has been processed. The refund has been completed to the original payment method, and you should see the full amount reflected on your credit card shortly.
  We deeply regret any inconvenience this has caused and appreciate your patience throughout the process. If you have any further concerns or questions, please dont hesitate to contact me directly at **********************************************************.
  Thank you for your understanding, and we value your continued trust in Del-Air.
  Sincerely,
  ********
  Customer Success Team
  **********************

  Customer Answer

  Date: 11/11/2024

   
  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:10/16/2024

  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.

  I contacted this business to look at an airconditioner issue I had over 2 weeks ago. It was a blower motor. I paid for half up front with payment for the other half being due once it was installed. I have since called multiple times to get an update which no one can provide. This has been pushed to their "escalation team" who has not ONCE reached out. We have no ac and everyone is suffering. I'm not sure why they won't call me back, or let me know what the estimate on the part is but at this point I want a refund and I'll call someone else to come fix this but since no one can return a call who has any authority to do this, I feel this is my only choice. This company is ***** to sell you service plans but not nearly as enthusiastic about calling you back with any kind of update. I'm extremely unhappy with the unprofessional way this company handles customers.

  Business Response

  Date: 10/17/2024

  Dear Kevin Morello,
  Thank you for taking the time to share your concerns regarding the service you received from Del-Air. We genuinely apologize for the frustration and inconvenience you experienced with your air conditioning unit.
  We acknowledge that our communication fell short, and we appreciate your patience throughout this process. To address your concerns, we have scheduled the installation of the blower motor for tomorrow. Additionally, we have offered you a one-year maintenance plan as a concession to show our commitment to resolving this matter.
  I want to assure you that we take your feedback seriously and are dedicated to improving our service. We have identified that the previous technician did not follow the proper procedures, and we are addressing this through a coaching session with our team.
  Please rest assured that we are here to support you and ensure your air conditioning system is functioning properly. If you have any further questions or need assistance, feel free to reach out to me directly.
  Thank you for your understanding, and we look forward to restoring your confidence in our services.
  Sincerely,
  Karoline
  Customer Success Team
  Del-Air

  Customer Answer

  Date: 10/17/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22428699, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Christine Fromel

• Initial Complaint

  Date:10/14/2024

  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 the owner of the property at ****************************************************************************************************. I purchased my home brand new on 02/05/2021. Since then, my ** has broken four times, and Ive had to make multiple service calls for other issues as well. one being a bad install on my ac ducts that caused condensation and water leaking through vents. While speaking with a supervisor today, she mentioned that its simply my "bad luck" that the ** keeps breaking. Del-Air is refusing to take responsibility for the poor installation and is forcing me to pay $1,800 in labor alone to resolve the issue. I have an open case with Carrier, but Del-Air is failing to provide a full description of the service calls. I would appreciate it if someone could contact me at ************ to help resolve this matter.

  Business Response

  Date: 10/23/2024

  Thank you for reaching out and sharing your concerns with us. My name is ********, and Im part of the Customer Success team here at **********************. I sincerely apologize for the frustration and inconvenience youve experienced with your ** unit. I understand how important it is to have a functioning system, especially after multiple service calls and issues.
  To address your concerns, we have replaced the necessary part under warranty and covered it for you, with only the labor charges applied, as the warranty does not cover that. Additionally, to help minimize the impact of the ** issue, we installed two portable units last night to provide temporary relief while we work toward a permanent solution. We truly regret the challenges youve faced and have taken action to make sure everything is handled properly from this point forward.
  Regarding the installation concerns, we are actively reviewing and retraining our team to ensure installations, including braising with nitrogen and proper line set evacuations, are up to the highest standards to prevent issues like this in the future.
  Please know that we are committed to resolving this for you and would be happy to provide the full details of the service calls as requested. Ill personally make sure this case is addressed with the urgency it deserves. If you have any further questions or need additional assistance, please dont hesitate to contact me directly.
  Thank you for your patience, and I will continue to follow up on this matter until it is resolved.
  Best regards,
  ******** ****
  Customer Success Team
  ********************************************* and Air Conditioning
  **********************************************************

• Initial Complaint

  Date:10/12/2024

  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.

  I reached out to Del-Air HVAC on 10/11/2024 to request a service appointment to get a quote for a repair of my bathroom ceiling fan. The duct came off the gooseneck on the roof and leaked water into my bathroom. The agent on the phone was able to secure me a next day appointment. I asked if there was any charge for them to come out for the estimate, to which I was told "no". I clarified the question again as most places do charge for them to come out, and was again told that the quote/estimate would be free of charge. When the technician came out on 10/12/2024, they isolated the problem, gave me a possible solution and then needed to call their supervisor to see what the cost would be. After calling their supervisor they told me that they would not be able to do the repair since that is out of their realm of service. No estimate was given as to what it would be to fully replace the fan that was having an issue. I was then told that I owed $99 for them to come out to take a look, even though that they could provide no solution to my problem, and that I was told there was no charge for them to come out. I immediately called customer service and spoke with ****** Explained the situation and she said that they do this type of work all of the time and someone should be able to help, but in another department. She "escalated" the issue and said I would have somebody call me back. Not only was I lied to about their being a charge for them to come out, they collected my money and offered me no solution. This whole process has been extremely frustrating and I still do not have a solution. I have not even gotten a receipt of my payment sent over to me! Extremely unprofessional and will not be using their services again.

  Business Response

  Date: 10/16/2024

  Dear ******,
  Thank you for taking the time to share your experience with us, and I sincerely apologize for the frustration and inconvenience you encountered during your recent interaction with Del-Air HVAC. Your feedback is incredibly valuable, and we deeply regret that we did not meet your expectations.
  I understand that you reached out on October 11, 2024, to request a service appointment for your bathroom ceiling fan repair, and you were assured that the estimate would be free of charge. Its unacceptable that you were later informed of a $99 fee despite not receiving a solution for your issue, and I completely understand how disheartening this must have been. Its our goal to provide clear communication and reliable service, and its clear we fell short in this instance.
  I want to assure you that we take this matter seriously. Im pleased to inform you that a refund of $99 has already been processed, and you should see that reflected in your account shortly. I genuinely apologize for the confusion and the lack of resolution provided during your visit. Our team should have done a better job at addressing your concerns and providing a satisfactory outcome.
  If you need any further assistance or if there's anything else we can do to make this right, please dont hesitate to reach out to us directly. Your satisfaction is important to us, and we are here to help.
  Thank you for your understanding, and again, I apologize for any inconvenience this situation has caused you.
  Warm regards,
  ********
  Customer Success Team
  **********************
  Email: ********************************

  Customer Answer

  Date: 10/26/2024

  This complaint has not been resolved. The company has stated they have submitted a refund and that it would take 7-10 business days. Friday was the 10th business day and I am yet to be refunded! 

  Customer Answer

  Date: 10/26/2024

  I had been waiting to see if they actually refunded before closing the complaint. They said it would take 7-10 business days for refund to occur. 10 days has past and I still do not have a refund. I have called multiple times to request more information on this matter, each time I have been told my call will be escalated and I will receive a phone call back within 24 hours. I have NOT received any phone calls back regarding this matter. 
  

  This is still unresolved and at this point laughable that this company operates this way.

  Customer Answer

  Date: 10/28/2024

  I had been waiting to see if they actually refunded before closing the complaint. They said it would take 7-10 business days for refund to occur. 10 days has past and I still do not have a refund. I have called multiple times to request more information on this matter, each time I have been told my call will be escalated and I will receive a phone call back within 24 hours. I have NOT received any phone calls back regarding this matter. 
  

  This is still unresolved and at this point laughable that this company operates this way.

  Customer Answer

  Date: 10/28/2024

  I responded previously but this claim has not been resolved. I still have not been given a refund by this company. If it is easier you can call me to discuss. 
  

  ****** Kovacs 

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

  Business Response

  Date: 11/05/2024

  Hi ******,
  I hope this message finds you well! I wanted to follow up regarding the refund process that we've been addressing. I understand there were delays and multiple escalations without resolution. Im pleased to inform you that your refund has now been processed, and we reached out via text, email, and phone to ensure everything is sorted out.
  If you still have any concerns or complications, please dont hesitate to reach out. Your satisfaction is our priority.
  Thank you for your patience!
  Best,
  ********
  Customer Success Team at **********************

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22414739
  
  I am rejecting this response because:
  
  

  The amount of effort required to get this refund was ridiculous. It should have never taken 4 phones calls and an email over ***************************************************** Since they actually refunded me they have called me twice. 

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