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

  
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  Del-Air Heating, Air Conditioning, Plumbing And Electrical

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

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  Del-Air Heating, Air Conditioning, Plumbing And Electrical

  950 Bell Rd Sarasota, FL 34240-9508

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  Del-Air Heating, Air Conditioning, Plumbing And Electrical

  503 Sunsport Ln Orlando, FL 32809

  
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  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:08/22/2024

  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.

  We had our annual inspection on 15 Aug 2024; we have had ******* Air (bought this year by DelAir) do the cleaning for the last five years since the house was built. This year they found black mold around the blower. We were told it was because the previous person did not do what he was supposed to do and was fired. The price jumped from ~$189 to ~$234. I am concerned about black mold being in the duct work. I want someone to inspect/clean all the ductwork at no cost to us. I also feel we should get a refund for the work that was not done previously. I have called and left at least three messages for the service manager to call me to discuss. He is either "...not in today..." or "...in a meeting..." . I have been unable to get any response from the company. I believe we are locked in to this company due to the house being new construction and they installed the unit. By going with them, the warranty was extended five years.

  Business Response

  Date: 08/27/2024

  Dear ************,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the issues you've experienced and for the delay in our response. Your satisfaction is important to us, and we want to ensure that we address all your concerns thoroughly.
  1. Current Actions Taken:
  Our team has reviewed your complaint and spoken with you directly regarding the black mold concern. We want to clarify that while black mold was not specifically identified by our technician, we understand the seriousness of your concern and have scheduled a senior technician to inspect your system. They will be visiting on Tuesday to address the issue and will call me during the visit to ensure everything is handled properly.
  2. Concession:
  As a gesture of goodwill and to ensure your peace of mind, we are offering a complimentary 24v UV system installation. This system will help prevent any future growth of mold or other contaminants in your HVAC system.
  3. Commitment to Resolution:
  We want to reassure you that we are committed to resolving this issue to your satisfaction. After the senior technician's visit on Tuesday, we will review the findings and discuss the next steps, including inspecting and cleaning the ductwork if necessary.
  4. Improving Communication:
  We acknowledge that communication has not been up to our usual standards, and we apologize for the frustration this has caused. We are taking steps to improve how we handle such scenarios, ensuring that all issues are communicated clearly to our customers. Additionally, we are providing training to our technicians to prevent situations like this from occurring in the future.
  5. Next Steps:
  Please expect our senior technician to visit on Tuesday, as discussed. We will follow up with you after the inspection to review the findings and finalize any necessary actions. In the meantime, we are reviewing your billing and will discuss any appropriate adjustments with you.
  Thank you for your understanding and for allowing us the opportunity to correct this situation. We appreciate your continued trust in Del-Air, and we are committed to providing you with the highest level of service.
  Sincerely,
  *************************
  Customer Service Representative
  *********************************************, Air **********************, and **********************

  Customer Answer

  Date: 08/28/2024

   
  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:08/13/2024

  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.

  Account name is under ******** ****/ Service address is ***************************************/ Phone Number is ************ or ************ We paid in full for a new ac unit on June 6 ***** and it was installed and it was recommended that we stay with a 4 ton unit and not go up in size and ever since it has been installed, we have had nothing but issues. We have contacted Del Air numerous times and they have came out to try to fix the problem six times. After the 6th time on June 25 2024, we called another ac company to get a second opinion and right away said that the reason why we were having these problems was due to needing a bigger size unit. Called Del Air right after they left to speak with a manager and all they could do was send an email and we did not get a call back. Called again on June 27 and June 28. Still didn't get a call back. On July 1 General Manager *** called and left a message to call him back at an extension. Tried to do that almost immediately afterwards and there is no way to dial an extension, it goes straight to the call center. They sent an email for *** to call us back and he never did. We have called numerous times to get ahold of *** and he has never called us back. Our house was getting over 80 degrees inside, ac was running non stop,our electric bill was high, you could smell moisture in our home coming through the vents and we were all getting sick. Could not wait any longer, we were worried that mold was growing from all the condensation, so we had to get another ac company to come install the correct size unit for our house and come out of pocket again for a new unit. While they were installing the new duct work, they said that the duct work that Del air installed was wrong. We WANT Del Air to come get their unit and we want a full refund for this unit that wasn't the correct size for our house. This is a horrible nightmare and feel like we were scammed out of $15,660.

  Business Response

  Date: 08/19/2024

  
  
  Dear ****** ****,
  Thank you for your patience as we address your concerns.
  I want to inform you that ***** visited your property today and found a gap in the ductwork behind the air handler, which he has since sealed. We have documented the repair with photos, which I will be happy to share with you.
  I understand that you have experienced significant issues with your system, and I am truly sorry for the inconvenience and frustration this has caused. I will follow up with you on Monday to discuss your situation further and to ensure we address all of your concerns.
  Thank you for your understanding, and we are committed to resolving this matter to your satisfaction.
  Best regards,
  ********
  Customer Success Team, **********************

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22138472
  
  I am rejecting this response because: As stated in my original  complaint we had to call another ac company to install the correct size ac unit and duct work. Del Airs unit is NOT connected  to my house and is sitting off to the side on the ground. I would like to see pictures because  I was not notified  about someone  coming to my property to work on anything.  Also general manager  *** called on Friday the 16th and he is supposed to be calling back with a refund amount and to schedule  a day for someone to come pick up the ac unit that is NOT connected to our house.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 08/27/2024

  Dear Mr. ************** you for your response and for bringing this matter to our attention. I apologize for any inconvenience caused and want to assure you that we are committed to resolving this issue promptly.
  Regarding your concerns:
  AC Unit and Duct Work: I understand your frustration with the incorrect AC unit and duct work. I want to clarify that our general manager, ***, has already been in contact with you and will be following up soon to provide the refund amount and arrange a time for the removal of the uninstalled unit. We will ensure that this process is handled efficiently.
  Unauthorized Work on Property: I sincerely apologize if there was any work done on your property without your prior notification. We take these matters seriously and will look into this to ensure that proper communication is maintained in the future. We can provide pictures and details of any work done if required.
  Moving Forward: As mentioned, *** will be in touch to finalize the refund and schedule the removal of the unit. We are committed to ensuring that this situation is resolved to your satisfaction.
  Please let me know if theres anything else you need or any additional concerns youd like us to address.
  Sincerely,
  ******** ****
  

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22138472
  
  I am rejecting this response because: I have not received a call back from *** since I last spoke to him on 8-16-24. On Friday August 30 2024 Del Air showed up and stated that they were here to pick up the ac unit but we were not made aware of this and there was still no mention of a refund amount at that time. The Del Air worker called his boss ******* (installer manager) to ask about our situation and ******* stated he was not made aware we did not know they were coming. ******* said he would call his boss about this and call me back. ******* did call me back shortly after and told me that they were going to send me a refund check and to call him (*******) when I received the check in the mail and he will schedule a day to pick up for the unit. I still have not received the refund check in the mail as of September 11 2024.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 09/12/2024

  Hi ******,
  Im Karoline from Del-Airs Customer Success team. Im truly sorry for the continued frustration youve experienced and for the delays in addressing your concerns.
  I want to assure you that Im actively working on resolving this matter. I understand from your message that you have not received the refund check and there have been issues with communication. This is certainly not the level of service we strive to provide, and I apologize for any inconvenience this has caused.
  I will personally follow up with the appropriate team members to ensure that the refund check is sent out immediately and that you receive it without further delay. I will also coordinate with ******* to ensure that the pickup of the ** unit is scheduled promptly once you have received the check.
  For the fastest resolution, please email me directly at ******************************** with any further details or updates. I will keep you informed of the progress and work to make sure this issue is resolved to your satisfaction.
  Thank you for your patience and for bringing this to our attention. We are committed to resolving this matter and improving our service.
  Best regards,
  ********

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22138472
  
  I am rejecting this response because: I still have not received the refund check in the amount of $13,660.00 in the mail or received any updates as of Friday September 20 2024 at 7:47pm. I did send an email to the one you listed in previous message asking about an update but never received a reply back.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 10/01/2024

  
  Dear ******,
  Good morning, and thank you for your patience. I sincerely apologize for the delay in processing your refund check of $13,660.00. I understand how frustrating this situation must be, especially since you havent received any updates.
  I will ensure that your concerns are escalated, and I will personally follow up with the appropriate team to expedite the check request. I appreciate your understanding and can assure you that we are committed to resolving this matter as quickly as possible.
  Please expect to hear back from us soon with a status update. In the meantime, if you have any further questions or need additional assistance, dont hesitate to reach out.
  Thank you for your understanding, and we appreciate your continued patience as we work to resolve this issue.
  Sincerely,
  ******** ****
  Del-Air Heating and Air Conditioning

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22138472
  
  I am rejecting this response because: I still have not received  any updates or the refund check in the mail. This is very frustrating  that the refund check was supposedly going to get sent out on August 30th but still  have not received  it yet as of October 8 2024. The next step i guess will be to seek out legal counsel since this still isn't resolved. 
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 10/23/2024

  Dear Mr. ********** want to sincerely apologize for the continued delay and the frustration this situation has caused. My name is ********, and Im part of the Customer Success team at **********************. I completely understand how disappointing this experience has been, especially after being promised a refund by August 30th and not receiving it yet.
  Please rest assured that we are actively working with our internal teams, to get this issue resolved. We are not attempting to close this matter and are fully committed to ensuring that you receive the refund youre owed. Im personally following up on this and will keep you updated throughout the process.
  I kindly ask for a bit more time as we work through this, and I will ensure that we communicate progress regularly. If you havent received any updates or the refund soon, please feel free to reach out. I will make sure this is handled with the urgency it deserves.
  Again, I deeply apologize for the inconvenience and appreciate your continued patience while we work toward a resolution.
  Best regards,
  ******** ****
  Customer Success Team
  ********************************************* and Air Conditioning
  **********************************************************
  

  Customer Answer

  Date: 10/29/2024

   
  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.

  I am closing  out this complaint.  We finally received a refund check on 10-26-24 and Del air picked up the ** unit on 10-29-2024. All of this could have been avoided  with better communication  from Del Air.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:08/09/2024

  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.

  They installed our new AC units and the piping was done incorrectly and the furnace was installed incorrectly. The condensation has destroyed the ceiling in my basement. They came out twice and I keep calling to see when they are going to repair it and they won't call me back and won't fix the issues. My basement floods every day. My AC unit is 1 yr old and I have to use a shop vac every day to **** out the condensation to avoid my basement being flooded, furthering ruin of my celling. I am just being ignored so I guess I will have to speak with my lawyer on the next steps. Or maybe I will call channel 9 maybe they will help me. We will see. Wish me luck

  Business Response

  Date: 08/19/2024

  We are currently involved in a legal process regarding this matter, and our attorneys are managing the situation. As a result, I have limited information and am unable to address the issue in detail at this time. I apologize for any inconvenience this may cause and appreciate your understanding.
  It is important to note that the customer did not perform any maintenance on the newly installed unit, and our last visit to their home was over a year and a half ago. Despite the lack of maintenance, the customer is expressing dissatisfaction publicly. We are actively monitoring the situation and will provide updates as appropriate.
  Thank you for your patience and understanding.

  Business Response

  Date: 08/20/2024

  We are currently involved in a legal process regarding this matter, and our attorneys are managing the situation. As a result, I have limited information and am unable to address the issue in detail at this time. I apologize for any inconvenience this may cause and appreciate your understanding.
  It is important to note that the customer did not perform any maintenance on the newly installed unit, and our last visit to their home was over a year and a half ago. Despite the lack of maintenance, the customer is expressing dissatisfaction publicly. We are actively monitoring the situation and will provide updates as appropriate.
  Thank you for your patience and understanding.

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22117066
  
  I am rejecting this response because: We are not in legal process at all, if they keep ignoring me then I will have no choice but to take them to court. We have done mainitance on the brand new 1.5 yr old ** units and we have to **** out condensation daily to prevent flooding in the basement. They just ignore me and do nothing to help me. They sent out two people and refuse to fix the damages they caused and the problem still having daily. It has to be fixed no brand new ** unit should be leaking so much condensation. The problem is the ** units are not up to code and leaking all the condesation into the celing of the basement and they are refusing to call me back or answer my emails or fix the problem. 
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 09/05/2024

  Dear **** ****,
  Thank you for your patience as we work through your concerns. Im writing to provide an update on your complaint and to clarify the actions taken.
  Our technician found that the drain line was clogged, which was causing the condensation issues. After assessing the situation, it was determined that the clog was due to a lack of maintenance. We cleared the drain line and took care of the necessary repairs at no charge to you. We provided you with pictures and notes detailing the condition of the system and the work performed.
  We have not received any further communication from you since these repairs were completed. If there are additional concerns or if the issue persists, please let us know. We are here to assist you and ensure that any remaining problems are addressed promptly.
  Please feel free to contact us directly if you have any questions or need further assistance. We value your feedback and are committed to resolving any remaining issues to your satisfaction.
  Sincerely,
  ********
  Customer Success Team, **********************

  Customer Answer

  Date: 09/24/2024

  I finally was able to contact someone named **** with Del Air Melbourne office I sent the pictures of the damages and he said we are not going to help you with this because my AC's are 16 months old and I never got them serviced. WELL, WHAT DID THEY COME OUT FOR THE LAST 3 TIMES? This complaint is not closed. I have a 10-year warranty and I have been trying to get help with this for about 9 months (once I finally learned where the problem was) and they flat out said they will not help me. They are giving me no choice but to take them to court and go to the media. THIS COMPLAINT IS NOT CLOSED OR RESOLVED. NOT AT ALL. 

  Customer Answer

  Date: 10/01/2024

  Date Sent: 9/24/2024 10:36:58 AM
  I finally was able to contact someone named **** with Del Air Melbourne office I sent the pictures of the damages and he said we are not going to help you with this because my AC's are 16 months old and I never got them serviced. WELL, WHAT DID THEY COME OUT FOR THE LAST 3 TIMES? This complaint is not closed. I have a 10-year warranty and I have been trying to get help with this for about 9 months (once I finally learned where the problem was) and they flat out said they will not help me. They are giving me no choice but to take them to court and go to the media. THIS COMPLAINT IS NOT CLOSED OR RESOLVED. NOT AT ALL. 

  Business Response

  Date: 10/02/2024

  Dear ****,
  Thank you for reaching out, and I sincerely apologize for the ongoing frustrations youve experienced with your AC system. I want to assure you that we take your concerns seriously and are committed to finding a resolution.
  During the most recent visit, our technician found that the issue was a clogged drain line due to lack of regular maintenance. We were able to clear the drain line at no cost to you, and the issue was resolved at that time. I understand you may still have concerns, especially regarding the past visits and the service under your 10-year warranty.
  We want to address this in a way that satisfies you and ensures your system is functioning as it should. Could you please let us know what you feel would be a fair resolution moving forward? Your feedback will help us take the next steps to get this resolved.
  Again, Im very sorry for any inconvenience this has caused you. I appreciate your patience, and Im here to help in any way I can to reach a resolution that works for you.
  Sincerely,
  Karoline 
  Del-Air ************* Team

  Customer Answer

  Date: 10/05/2024

  I spoke with **** on the phone and he said they will not be honoring the warranty or their work and they wont be fixing the units or the damage caused because the ** was not serviced in the last year because it was brand new. 

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22117066
  
  I am rejecting this response because: You keep saying you will fix it and you act like you care but I cannot get phone calls or emails returned. I spoke with **** and he said you will not do anything for me. It is a year old and damaged my ceiling in the basement due to being clogged. It was not installed correctly it should not be clogged after a years use. However, we have been sucking the sludge out and it was maintained. They cannot maintain the furnace it was installed wrongly and is not openable. YOU SHOULD STOP ACTING LIKE YOU CARE. You should stop giving false hope to a customer that spent $32K on 2 AC units that you are a decent company and plan on fixing this issue. You have been out 3 times and done nothing. I have called in and emailed asking for a copy of my contract and you refuse to give it to me.... Why is this?
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 10/18/2024

  Dear BBB Representative,
  We would like to address the complaint submitted by Ms. **** **** regarding the issues she has faced with her **** system, specifically regarding the drain line clog that resulted in damage to her ceiling and floor.
  Firstly, we truly regret the situation Ms. **** has experienced, and we empathize with the frustration this has caused. We always strive to provide exceptional service and ensure our customers feel supported in resolving any challenges. However, after reviewing this case in detail, it is important to clarify that the root cause of the problem is a lack of regular maintenance, which is outlined as a critical component in the customers contract. The **** system, installed several years ago as part of a post-fire rebuild, has not received the proper routine maintenance from Del-Air since the installation. Regular maintenance is essential to prevent issues like clogged drain lines, and unfortunately, the lack of service visits has led to the situation at hand.
  We have made every effort to assist Ms. ***** including visiting her home multiple times, thoroughly inspecting the system, and providing photographic evidence of the issue. Despite our efforts to resolve this matter, the customer has not adhered to the agreed-upon terms of the maintenance contract, placing her in breach of the agreement.
  While we understand Ms. ***** disappointment, Del-Air has exhausted all available resources in an attempt to help, and regrettably, there is no further action we can take without the customers compliance with the maintenance requirements.
  We would like to respectfully request that this complaint, as well as any others related to this case, not be held against Del-Air. We have taken all reasonable steps to address the situation, and the breakdown in this case stems from the customers failure to follow through on maintenance obligations, rather than any negligence or lack of service on our part.
  We sincerely regret the outcome and hope for a fair resolution based on the facts provided.
  Sincerely,
  ******** ****
  Customer Relations Manager
  ********************************************* and Air Conditioning

  Business Response

  Date: 10/23/2024

  Dear BBB Representative,
  We would like to address the complaint submitted by Ms. **** **** regarding the issues she has faced with her **** system, specifically regarding the drain line clog that resulted in damage to her ceiling and floor.
  Firstly, we truly regret the situation Ms. **** has experienced, and we empathize with the frustration this has caused. We always strive to provide exceptional service and ensure our customers feel supported in resolving any challenges. However, after reviewing this case in detail, it is important to clarify that the root cause of the problem is a lack of regular maintenance, which is outlined as a critical component in the customers contract. The **** system, installed several years ago as part of a post-fire rebuild, has not received the proper routine maintenance from Del-Air since the installation. Regular maintenance is essential to prevent issues like clogged drain lines, and unfortunately, the lack of service visits has led to the situation at hand.
  We have made every effort to assist Ms. ***** including visiting her home multiple times, thoroughly inspecting the system, and providing photographic evidence of the issue. Despite our efforts to resolve this matter, the customer has not adhered to the agreed-upon terms of the maintenance contract, placing her in breach of the agreement.
  While we understand Ms. ***** disappointment, Del-Air has exhausted all available resources in an attempt to help, and regrettably, there is no further action we can take without the customers compliance with the maintenance requirements.
  We would like to respectfully request that this complaint, as well as any others related to this case, not be held against Del-Air. We have taken all reasonable steps to address the situation, and the breakdown in this case stems from the customers failure to follow through on maintenance obligations, rather than any negligence or lack of service on our part.
  We sincerely regret the outcome and hope for a fair resolution based on the facts provided.
  Sincerely,
  ******** ****
  Customer Relations Manager
  Del-Air Heating and Air Conditioning

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22117066
  
  I am rejecting this response because: MY AC UNITS WERE BOTH INSTALLED IN ******. THE ISSUE HAS BEEN PRESENT A FEW MONTHS AFTER THAT, WHEN THEY WERE ACTUAL BEING USED AND THE ISSUE STARTED RIGHT AWAY. LESS THAN A YEAR BEFORE WE HAD THE ISSUES AND MAINTANCE WAS DONE MONTHLY. THEY ARE LYING. 
  
  Sincerely,
  
  **** ****

  Customer Answer

  Date: 10/30/2024

  so what good does the BBB do for the consumer then? Your just going to close the case? They are neglecting the law. I will have to get my Attorney involved since the BBB wont help me. BUT MY QUESTIONS IS SERIOUS. WHAT DOES THE BBB DO FOR ME AND PEOPLE LIKE ME? 

  -**** ****

• Initial Complaint

  Date:07/31/2024

  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 installed a new AC system in my residence on May 17, 2023. The contract includes a rebate of $925. The sales representative, *************************, advised me the rebate would be received with 90 days of installation. Since installation, I contacted ****************** several times; he confirmed the rebate was due and said he would address the issue, but never responded further. I called the company on July 16, 2024 about another matter and again asked about the rebate. I received a voicemail from **************************** on July 22 stating there was no rebate available at the time of installation and she didn't know who told me there was. I returned the call, but she was out of the office for the day, so I asked for her email address and sent her an email that day with a copy of the contract showing the rebate. I have since heard nothing further.

  Business Response

  Date: 08/01/2024

  
  Dear ********************,
  Thank you for bringing this matter to our attention. My name is ********, and I am the Customer Success Manager at ********************************************* and Air Conditioning. I want to personally address your concern regarding the rebate associated with your recent AC installation.
  I apologize for the inconvenience you've experienced with the rebate process. I understand how frustrating it must be to have not received the rebate as promised and to encounter difficulties in communication.
  I have escalated your complaint to the General Manager of our location to ensure that this issue is resolved promptly. We are committed to addressing your concerns and ensuring that the rebate process is handled correctly. Rest assured, we will thoroughly review your case and take the necessary steps to fulfill the rebate as outlined in your contract.
  Please feel free to reach out to me directly if you have any additional questions or if there's anything further I can assist you with in the meantime. We appreciate your patience as we work to resolve this matter.
  Best regards,
  ********
  Customer Success Manager
  ********************************************* and Air Conditioning
  

  Customer Answer

  Date: 08/02/2024

  I am unsure what action I should take, considering the company's response:

  "I have escalated your complaint to the General Manager of our location to ensure that this issue is resolved promptly. We are committed to addressing your concerns and ensuring that the rebate process is handled correctly. Rest assured, we will thoroughly review your case and take the necessary steps to fulfill the rebate as outlined in your contract."

  Am I receiving the rebate or not?

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22071179
  
  I am rejecting this response because:

  The company has not committed to resolving the issue:

  "I have escalated your complaint to the General Manager of our location to ensure that this issue is resolved promptly. We are committed to addressing your concerns and ensuring that the rebate process is handled correctly. Rest assured, we will thoroughly review your case and take the necessary steps to fulfill the rebate as outlined in your contract."

  My complaint has been "escalated;" they are "committed to addressing my concerns;" they will "thoroughly review my case." What is there to review? The rebate is clearly included in my contract and I have not received it, despite multiple complaints to the company. If they send me a pre-paid card with a balance of $925 or a check in the amount of $925, I will accept that response.

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

  Business Response

  Date: 08/13/2024

  Dear ****,
  Thank you for your response, and I sincerely apologize for the frustration this situation has caused. I want to assure you that we are not closing this complaint; rather, we are requesting more time to find a stable and satisfactory resolution.
  We understand that you feel the rebate issue is clear-cut and should be resolved immediately. I have escalated your case to the highest level of management to ensure it receives the attention it deserves. We are committed to fulfilling the rebate as outlined in your contract and want to assure you that we are taking this matter seriously.
  The review process is meant to ensure that all aspects of your case are thoroughly examined to prevent any further delays or misunderstandings. We are working to resolve this promptly, and we appreciate your patience as we do so.
  Our goal is to meet your expectations and provide the resolution you deserve. We will keep you updated on our progress, and I assure you that we will resolve this matter to your satisfaction.
  Please dont hesitate to reach out to me directly if you have any further questions or concerns.
  Sincerely,
  ********
  Customer Success Team
  **********************

  Customer Answer

  Date: 08/22/2024

  I was contacted on August 20, 2024 by ***************************, Customer Experience Agent of **********************, who advised me that ****** (the manufacturer of my AC system) had issued a pre-paid card in the amount of $725. Since my contract specifies a rebate of $925, she also stated that Del-Air would issue a check for the $200 difference. Today, August 22, 2024, I received the $725 ****** rebate pre-paid card, and am awaiting the check from Del-Air. When that check arrives, I will be satisfied with the business's response to my complaint, and will consider the issue resolved.

   

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

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22071179
  
  I am rejecting this response because:
  

  I was contacted on August 20, 2024 by ***************************, Customer Experience Agent of **********************, who advised me that ****** (the manufacturer of my AC system) had issued a pre-paid card in the amount of $725. Since my contract specifies a rebate of $925, she also stated that Del-Air would issue a check for the $200 difference. Today, August 22, 2024, I received the $725 ****** rebate pre-paid card, and am awaiting the check from Del-Air. When that check arrives, I will be satisfied with the business's response to my complaint, and will consider the issue resolved.

   

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

   

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

  Customer Answer

  Date: 08/26/2024

  Today I received a check from Del-Air for $200, which is the difference between the manufacturer rebate received last week in the amount of $725, and the rebate amount of $925 specified in my contract. I am now satisfied with the business response to my complaint and will consider the matter closed.

  Thank you for your assistance.

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

• Initial Complaint

  Date:07/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called DEL AIR to fix my A/C. The tech arrived on 6/27. He explained that I needed a new coil and the out-of-pocket cost to me would be $1600.00. He stated that he needed a payment of $800 on the spot to order the part and once the part was received, DEL AIR would return to install and collect the remaining balance of $800 dollars. On 6/28 the charge for $800.00 appeared on my Credit Card statement. Between 7/1/24 and 7/15/24, I called DEL AIR for status updates on the repair a total of 6 times. Every time I called and everyone, I spoke with gave a different reason as to why the repair had not been scheduled. Additionally, at the conclusion of every call I was told someone would call me back to resolve the problem. I was also given the names for general managers *** and ***** and was promised that my situation had been marked for escalation and would hear back from one of them. On 7/15/24 I called DEL AIR for a 7th time to request a refund, spoke with ********* and again I was told someone would get back to me. On 7/16/24, ***** from Del AIR called me left VM to schedule the service repair. I returned the call, and I was scheduled for Friday 7/19/2024 between 8am and 12pm and no technician showed up. I called DEL AIR and was told that I was not on the schedule and was asked, can I reschedule for Monday 7/22/24. I explained to the agent that I am not rescheduling, and I demanded a refund of my initial $800.00. My complaint is that DEL AIR refusing to process my refund of my initial payment of $800.00 that I have requested twice, once on 7/15/24 and again on 7/19/24. On 7/19/24 I was finally contacted by General *********************** told me that the refund will be processed, and a check will be mailed to me in a week. As of 7/29/2024 I have not received my refund check and no communication from ***** the ** of Del AIR.

  Business Response

  Date: 08/01/2024

  
  Dear **************,
  Thank you for reaching out to us and sharing your concerns. I apologize for the frustration and inconvenience you've experienced.
  Here is an update regarding your complaint:
  What Was Done to Fix It: We have verified that the refund has been processed and a receipt has been sent to you. This step was taken to ensure that you are informed of the completed transaction.
  Concession: At this time, no additional concessions have been provided. Our focus has been on ensuring the refund is processed correctly.
  Current Sentiment: We are pleased that you are satisfied with the receipt and the resolution of the refund issue. However, we understand that this situation should have been handled more smoothly.
  Root Cause: The delay was due to a back-ordered part, coupled with communication lapses on our part.
  Training Opportunity: We recognize that we should have communicated more effectively and consistently with you throughout this process. We are working to improve our communication to prevent similar issues in the future.
  Thank you for your patience and understanding as we work to enhance our services. If you have any further questions or need additional assistance, please feel free to contact me directly.
  Best regards,
  ********
  Customer Success Manager
  ********************************************* and Air Conditioning

• Initial Complaint

  Date:07/29/2024

  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.

  We recently purchased our home from the original owners/builders. House was built in 2019 and AC unit was installed by Del-Air. We noticed mold growing on the duct work where the handler is in our garage. We called a technician out and he said that the duct work was not installed properly and not properly sealed resulting in the mold growing on the outside as well as on the inside on the coils. He provided us with a quote of over $5,200 to redo the duct work and clean the coils. I rejected the quote because he had just confirmed that the original job was not completed properly, to which they were paid in full at time of installation. It is their obligation to complete the installation properly. I have made numerous calls to Del-Air trying to resolve this with a supervisor and have not heard back from anyone since my original complaint was taken down. We have small children and a cancer patient in the home and this matter needs addressing immediately.

  Business Response

  Date: 08/01/2024

  Dear ********************,
  Thank you for bringing this issue to our attention. I apologize for the inconvenience and concern you've experienced regarding the installation of your AC system.
  Here is an update on the steps we've taken to address your complaint:
  What Was Done to Fix It: We have arranged for a ******************* Consultant (RSC) to visit your home to provide you with options for resolving the issue with the duct work. This step is aimed at offering solutions to address the concerns raised about the installation.
  Concession: At this time, no concessions have been provided. Our primary focus is to address the technical issues and find a satisfactory resolution.
  Current Sentiment: We appreciate your understanding as we work to resolve this matter. We are committed to ensuring that your concerns are addressed promptly and effectively.
  Root Cause: The issue appears to be related to improper installation by the previous owners chosen service provider. We understand the importance of this matter and are dedicated to correcting any issues.
  Training Opportunity: We recognize the need to involve customers more thoroughly in the diagnostic process. Going forward, we will ensure that our technicians explain their findings in detail and provide a clear rationale for any recommended work.
  We understand the urgency of this situation, especially given the needs of your family. Please be assured that we are working diligently to resolve the issue. If you have any further questions or need additional assistance, do not hesitate to contact me directly.
  Thank you for your patience and cooperation.
  Best regards,
  ********
  Customer Success Manager
  ********************************************* and Air Conditioning

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22058121
  
  I am rejecting this response because:

  I have not been contacted to schedule anyone coming on site, only an initial call stating that the complaint was received.  Additionally, the prior owner did not have any installation work done; this is the original work completed by Del Air.  I was told that this original install was required to be inspected at completion and am requesting a copy of that inspection showing that the work was completed properly.  The original technicial confirmed that this work was done by Del Air and not done properly.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/13/2024

  Dear ****,
  Thank you for your response, and I want to express our sincere apologies for the ongoing issues and any frustration this has caused. Please know that we are not closing this complaint; instead, we are actively working to find a more stable and permanent solution.
  We understand your concerns about the installation and the need for a thorough inspection. We are currently coordinating with our team to review the original installation details and locate the inspection records you requested. This process might take a little more time, but we assure you that we are committed to resolving this issue to your satisfaction.
  I will keep you updated on our progress, and we will reach out to schedule an on-site visit as soon as possible. Your patience is greatly appreciated, and we are dedicated to ensuring this matter is fully resolved.
  Please feel free to contact me directly if you have any further questions or need additional information.
  Sincerely,

  Karoline
  Customer Success Team
  **********************

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22058121
  
  I am rejecting this response because: this issue remains unresolved and the vendor is requesting additional time to provide their proposed solution.  case needs to remain open.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/19/2024

  Hi ****,
  Thank you for your update.
  We believe the issue has been resolved as we provided quotes for the necessary work, and the customer has selected to proceed with replacing the 4-piece plenum and cleaning both coils. We are now in the process of scheduling the work.
  If you have any further concerns or if there are additional details required, please let us know. We are committed to ensuring that this matter is fully resolved and appreciate your continued assistance.
  Best regards,
  ********
  Customer Success Team, **********************

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22058121
  
  I am rejecting this response because:

  I have not been contacted by anyone to schedule the replacement of duct work and the cleaning of the coils. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/06/2024

  Dear *************************,
  Thank you for your response. Im sorry to hear that you have not been contacted regarding the scheduling of the replacement of the air handler and the additional work.
  To address your concerns:
  Air Handler Replacement: We have scheduled the replacement of both air handlers at no charge to you as a goodwill gesture. We apologize if there has been any confusion or delay in the communication process.
  Additional Work: You declined the additional work, which includes the pulling and cleaning of the coils and duct replacement. This work is not covered under the goodwill gesture and would be subject to a separate charge.
  I understand the importance of clear communication and timely scheduling. I will personally ensure that someone from our team reaches out to you as soon as possible to confirm the replacement schedule and address any additional questions you may have.
  Please feel free to contact me directly at ******************************** if you need immediate assistance or if there are any other concerns youd like to discuss.
  Thank you for your patience, and I look forward to resolving this matter for you.
  Best regards,
  ********
  Customer Success Team, **********************

  Customer Answer

  Date: 09/20/2024

   
  The duct work was replaced. They attempted to sell me coil cleanings to remove the mold that grew as a result of their incomplete/inadequate initial installation which left the unit unsealed. I had the coils confirmed as not needing to be cleaned due to no mold being present on the coils, something I should have been told by Delair and not confirmed from someone else. Throughout this process they attempted to upcharge me and take advantage of my lack of AC knowledge (examples: refusing to replace ******** initially, attempting to sell me coil cleanings for $1200 when the coils didnt need cleaning). I had to bring an independent company in to educate me and BBB to ultimately obtain results.  While I ultimately was able to get my issue addressed, I would not say that it is a result of high ethical standards and accountability by this company. Action only occurred as a result of  escalating this issue to the BBB. I would not recommend Delair based on their efforts to capitalize on this situation that they created. 

• Initial Complaint

  Date:07/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/31/24, I purchased a new AC Unit system from Del Air for $18,693 through a single credit card transaction. My credit card company, *****, offered a promotional payment plan of 24 months at 0% interest and $0 fees. This, coupled with the monetary value of the credit card points, is why I chose this payment method vs the higher interest rate Del Air financing plans.On 6/13, a partial refund from Del Air settled on the same credit card for $9,366. I called Del Air to inquire about this partial refund on 6/15 and 6/24, and texted the sales *** on 6/21. Both times I called Del Air, I was told the question needed to get escalated to a supervisor, but I never received a call back. The text to the sales *** was never returned.On 7/12, I drove to the Clermont Del Air office to try and get it resolved. There, I spoke to a Customer Experience Liaison, explained the issue and again questioned the partial refund. She documented our conversation and told me I would hear back the following week.On 7/17, I received a call from Del Air. Immediately, I was met with skepticism that the partial refund had even settled on my credit card. Recharging my credit card for the $9,366 will result in beginning a new payment plan since it would be a new and separate transaction, however the original ***** promotional plan of 0% interest and $0 fees no longer exists. I tried explaining this to the agent on the phone, and she eventually became exasperated and told me it was my responsibility to pay Del Air back (which is evident I've been trying to do for the past 6 weeks).Im asking for Del Air to not only fix their mistake but to recover any additional financial burdens this will cause me in fees, interest and/or loss of the monetary value of the credit card points. I have thought of five ways which we can accomplish this. If they accidentally refunded me $50 or $100, recharging my credit card is no issue. But a $9,366 mistake introduces a whole new set of financial implications.

  Business Response

  Date: 08/01/2024

  Dear ****, 
  Im Karoline, the Customer Success Manager at **********************. I want to extend my sincere apologies for the inconvenience and frustration youve experienced.
  Ive received your BBB complaint and want to assure you that were actively working to resolve the issue. After reviewing your case, *** confirmed that an adjustment to your bill has been made. I understand the importance of resolving this matter promptly, especially considering the impact on your promotional credit card offer.
  Weve been collaborating with the relevant departments to address and rectify the situation. I appreciate your patience as we work to ensure that you are not financially impacted by this error.
  If you have any further concerns or need additional assistance, please dont hesitate to reach out to me directly. Your satisfaction is important to us, and were committed to making this right.
  Thank you for your understanding.
  Best regards,
  ********
  Customer Success Manager
  ********************************************* and Air Conditioning

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22045698
  
  I am rejecting this response because: I was told on Tuesday I would hear back from them either by EOD Tuesday or Wednesday morning. It's now EOD Thursday and haven't heard a resolution.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 08/13/2024

  Dear ****,
  I sincerely apologize for the delay and the frustration this has caused. I completely understand how disappointing it is to be promised a resolution and then not receive an update as expected.
  I want to assure you that we are actively working on your case, and the delay in communication is not reflective of our commitment to resolving this issue. Ive escalated your complaint again to ensure it gets the attention it needs, and Im personally following up to make sure you receive a resolution as soon as possible.
  Please allow me a little more time to get this resolved for you. I will be in touch with an update by tomorrow, and I will make sure we are keeping you informed every step of the way.
  Thank you for your patience, and again, Im very sorry for the inconvenience this has caused.
  Sincerely,
  ********
  Customer Success Team
  **********************

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22045698
  
  I am rejecting this response because:

  It's been over 7 days since I last heard from the ** of the Clermont store that reached out to my personal e-mail address, with no update or resolution after I had followed up with more questions. It's been almost a week since the last response Del Air gave on BBB with assurances I'd be kept up-to-date and i would hear from them the following day, but never did. Does this mean my balance is fully paid and I owe nothing more to Del Air? 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 08/27/2024

  
  
  Dear Mr. **************** you for your patience as we work to address your concerns. I apologize for the delay in communication and any frustration this has caused.
  ******, our general manager, should have been in contact with you to provide updates and offer a solution to your concerns. We are currently reviewing all the information related to your case to ensure that we provide you with a thorough and satisfactory resolution.
  We kindly ask for a bit more time to complete our review. Rest assured, we will reach out to you with an update as soon as possible. In the meantime, your account balance is under review, and we will clarify any outstanding amounts once we have finalized our findings.
  Thank you for bringing this to our attention, and we appreciate your understanding as we work to resolve this matter.
  Sincerely,
  ******** ********************************* Representative
  *********************************************, Air **********************, and **********************

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22045698
  
  I am rejecting this response because:

  ******, the *** e-mailed me on August 13th offering me a payment option that wasn't one of the 5 I submitted in this complaint. When I brought this up, he said he needed to get approval and I haven't heard from him or any *** from Del Air since. Also, I am not comfortable paying this amount over the phone.. This will be my final follow-up through BBB
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 09/18/2024

  
  
  Dear BBB Representative,
  Thank you for allowing us to clarify the situation regarding the recent complaint from ****** ****
  We acknowledge that Mr. *** experienced confusion about the diagnosis of his air conditioner, and we take such concerns seriously. To address the issue, we provided a credit of $3,319.20 to Mr. **** This credit represents the costs he incurred over a two-year period to pay off his balance with us.
  The credit was issued because our accounting department inadvertently refunded him, affecting the original 0% interest offer he had with his credit card company. By the time we followed up to collect the outstanding balance, the promotional offer had expired.
  We strive to provide transparent and satisfactory solutions for our customers, and we hope this resolution demonstrates our commitment to addressing and resolving any issues. If you have any further questions or require additional information, please feel free to reach out.
  Best regards,
  ******** Leon 

  Business Response

  Date: 09/18/2024

  
  Thank you for allowing us to clarify the situation regarding the recent complaint from **** *******
  We acknowledge that Mr. ****** experienced confusion about the diagnosis of his air conditioner, and we take such concerns seriously. To address the issue, we provided a credit of $3,319.20 to Mr. ******* This credit represents the costs he incurred over a two-year period to pay off his balance with us.
  The credit was issued because our accounting department inadvertently refunded him, affecting the original 0% interest offer he had with his credit card company. By the time we followed up to collect the outstanding balance, the promotional offer had expired.
  We strive to provide transparent and satisfactory solutions for our customers, and we hope this resolution demonstrates our commitment to addressing and resolving any issues. If you have any further questions or require additional information, please feel free to reach out.
  Best regards,
  ******** Leon 

  Customer Answer

  Date: 09/18/2024

  Just so there's a record, Del-Air's most recent response doesn't address any of my concerns and doesn't make sense. They haven't reached out directly to me concerning repayment plans since Aug 13 and none of this had anything to do with an AC diagnosis and there hasn't been a credit applied or anything to that nature. As mentioned in my previous communication, I am no longer going to reach out to Del Air. If in 5 months they reach out to me questioning why my balance hasn't been paid, I'll reach back out to BBB referencing this complaint number in hopes we go into mediation.

  Thank you,

  **** ******.

  Customer Answer

  Date: 09/19/2024

  Again just for the record to to address their most recent response:

   

  1) I was never confused. They mistakenly refunded me nearly $10K and i was just trying to pay them back.

  2) The issue was never concerning a diagnosis. I purchased a brand new AC unit from them in which they mistakenly refunded me nearly $10K

  3) They haven't issued a credit because we never agreed upon a payment plan due to not hearing from any representative since mid-August

  It sounds like to me they're considering the case closed, although I don't have any documentation to prove that.

• Initial Complaint

  Date:07/25/2024

  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.

  Date of HV** routine service and air filter change 7/24/24.On a routine service call the tech turned the breaker off in the air unit in the garage (60v switch) in order to install an air filter. He did this after taking the panels off to service the unit. From then it was not discovered that the ** was not on as the inside temp was 80 when set to 77 downstairs and 81 when set to 75 upstairs.The discovery was approximately 30 minutes after the tech left.The call center informed us that our location will be on the waitlist for service the night of the 24th. No update was provided and no one came.The house rose to 92 degrees upstairs and 88 degrees downstairs by the next day.We have a 3 week old child in the house that makes this is a hardship on the newborn.The call center never provided a manager or supervisor that could help us directly. Del Airs call center kept giving two hour windows for a techs arrival starting at 0800. Its now 1800 and someone from the call center finally confirmed someone is on the way.Additionally the original call was late at least 2 hours from the original service. If it was on time maybe this miserable day could have been avoided because someone would have been available in the evening.

  Customer Answer

  Date: 07/26/2024

  Del Air came by at about 1900 on the 25th. The fault was that the technician disassembled something in the unit preventing the 60v breaker switch from working. 

  Business Response

  Date: 07/26/2024

  
  Hi ****, 
  My name is ********, and I am part of the Customer Success Team here at **********************. We are committed to resolving your issue as quickly as possible. However, I have searched our database and cannot find an account or record of the technician who performed the service. Could there be a different name on the file?
  I understand your frustration with the situation. During the routine service call on 7/24/24, it seems that the technician turned off the breaker in the air unit in the garage to install an air filter, and this led to your AC not functioning properly after they left. I am sorry to hear that this resulted in such high indoor temperatures, especially with a newborn in the house.
  We acknowledge the hardship this has caused and regret the delay in our response and the lack of updates. We strive to provide timely service, and its clear we did not meet those expectations in this instance.
  Please provide any additional information or alternate names that might be associated with your account so we can locate your records and address this issue.
  Thank you for bringing this to our attention, and we are committed to making this right.
  Best regards,
  ********
  Customer Success Manager, **********************

  Customer Answer

  Date: 07/26/2024

  Good morning *********************** would have been contracted under *************************. The service address being *******************

  Relation: Father in law, person home of record set to this address while active duty currently.

  V/r,

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

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22045532
  
  I am rejecting this response because:

  Good morning Maam,

  The service would have been contracted under *************************. The service address being *******************

  Relation: Father in law, person home of record set to this address while active duty currently.

  V/r,

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

   

  Business Response

  Date: 08/01/2024

  Dear **************,
  Thank you for providing additional information and for bringing this to our attention. I apologize for the inconvenience and frustration youve experienced.
  Ive escalated your complaint to the General Manager of the location handling your service. Please know that this is not the standard of service we strive for at Del-Air. We are committed to resolving this issue and ensuring that you receive the level of service you deserve.
  We are actively working to address the situation and will keep you updated on our progress. If you have any further questions or need additional assistance, please feel free to reach out directly.
  Thank you for your patience and understanding as we work to make this right.
  Best regards,
  ********
  Customer Success Manager
  ********************************************* and Air Conditioning

  Customer Answer

  Date: 08/17/2024

  This complaint was resolved about three weeks ago. I did not see any other prompts from BBB. Del Air made everything correct and was courteous. 

• Initial Complaint

  Date:07/24/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Del-Air installed my AC system many years ago - in all this time I have maintained a service agreement with them. My last renewal of the contract was 5/11/23, at which time I was told I still had one visit from my previous contract, so I had 3 covered visits. They serviced the unit in 2023, again in March 2024.On July 1, 2024 I received an email reminding me to schedule my "prepaid service maintenance." I scheduled the appointment thru their website. I never got a confirmation and had to call to find out that they would be out 7/19 between 12-2. I arrived at my house at 12:10 to find they had come and gone. I received no call - I found out they had an old # from years ago. My phone # was required at the time of scheduling so ??? Luckily, they were able to come that afternoon.When the tech was done he informed me my contract had expired in May 2024 and that I would have to pay. I told him that this should be covered - he checked with someone, who said they couldn't find anything, but did confess they had lost some things during their recent software change. I ended up paying $257 for the visit and still have not received a receipt for that. I called the local office and they put in a request for a supervisor to call me within 24 hours. It is now going on 48 hours and no one has reached out. This is the reward you get for being a good, consistent customer for 16 years.

  Business Response

  Date: 07/26/2024

  Hi *****,
  My name is ********, and I am part of the Customer Success Team here at **********************. Im truly sorry to hear about the issues youve experienced with your maintenance agreement and the service visit. We are committed to resolving this situation and ensuring your continued satisfaction as a valued customer.
  After reviewing your case, I have taken the following steps to address your concerns:
  Refund Issued: I have contacted you directly and processed a refund of $257.00 for the service visit, which should have been covered under your maintenance agreement.
  New Agreement Provided: To show our appreciation for your loyalty over the past 16 years, I have issued a new maintenance agreement at no charge. This ensures that your future service visits are covered and provides you with peace of mind.
  Updated Contact Information: We have updated our records with your current phone number to prevent any future miscommunications regarding service appointments.
  I apologize for the inconvenience caused by the confusion during our recent software change and the lack of communication from our team. Your feedback is invaluable, and we are implementing measures to improve our processes and customer service.
  Thank you for bringing this matter to our attention and for your patience as we worked to resolve it. We are grateful for your continued trust in Del-Air, and we are pleased that you are happy with the outcome.
  If you have any further questions or need additional assistance, please do not hesitate to reach out to me directly.
  Best regards,
  ********
  Customer Success Manager, **********************

  Customer Answer

  Date: 07/28/2024

   
  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:07/16/2024

  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.

  In June 2024 we had Del-Aire come out for service on our air conditioners. We paid over $400 for the repair and cleaning of both units. On July 7, 2024 we had a water leak in the ceiling as a result of a clogged air conditioning line. We called Del-Aire and spoke with ***************** on July 12, 2024 who stated he would call us back. We have been attempting to call him repeatedly and have left multiple messages and no one is getting back to us. We are scheduled to have the repair completed for $433 on July 19, 2024 and need the reimbursement.

  Business Response

  Date: 07/18/2024

  
  Hello ********,
  We sincerely apologize for the inconvenience and frustration you experienced with our service. Your satisfaction is very important to us, and we deeply regret the issues that arose during and after the maintenance of your air conditioning units.
  Upon reviewing your account and recent services, we identified a misunderstanding regarding the maintenance performed on both units. We have since clarified this with you and ensured all necessary information has been addressed.
  To make amends, we are refunding half of the amount you requested. We understand how frustrating it must have been to experience a water leak and then struggle to get a timely response from us. We are committed to improving our communication and service processes to prevent such issues in the future.
  We are grateful for your patience and pleased that you are satisfied with the resolution. We hope to continue serving your needs despite the challenges you've faced.
  Thank you for giving us the opportunity to correct this situation and for your continued trust in Del-Air. Should you need further assistance or have any additional concerns, please do not hesitate to reach out to us directly.
  Best regards,
  The Del-Air Team

  Customer Answer

  Date: 07/18/2024

   
  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,
  
  *************************************