Business Profile

Air Conditioning Contractors

Del-Air Heating, Air Conditioning, Plumbing And Electrical

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

Customer Complaints Summary

157 total complaints in the last 3 years.
88 complaints closed in the last 12 months.

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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:07/16/2024
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.
New homeowner in new development. Moved in April 2022, Del-Air had to come out in May 2022. They have been to this residence 7 times in the last 2 years on a new unit. Two of those times were revisits (parts ordered/returned for actual replacement). Most recently, this year, July 2024, they had to come out again and per Del-Air, there was a bad coil (this same coil was replaced last year May 2023). There have been issues with this unit since I moved in here. I have been expressing to Del-Air that there is some underlining issue here that they are not seeing or willing to see. Del-Air replaced the coil on 07.15.2024. According to Del-Air, all was good. My unit ran from 2, 2:30 PM yesterday afternoon until 8:30 PM when I had to manually cut it off, the unit is not cooling. I'm at a loss, I won't my unit replaced and/or fixed properly. I should not have to deal with a new home and supposedly a new AC unit that has not worked right or has been installed right since I moved in. I want resolution and that is a properly running unit. This has caused unnecessary stress and burden to me, and it is affecting my health.
Business Response
Date: 07/22/2024
Dear *****,
Thank you for bringing this matter to our attention. I am sincerely sorry to hear about the ongoing issues you have experienced with your unit. As the Reputation Manager at Del-Air, it is my responsibility to ensure that our customers receive the resolution they deserve.
I understand how frustrating it must be to deal with recurring issues, especially with a new unit. Your health and comfort are very important to us. I want to personally address this situation and work towards a satisfactory resolution.
If you require any additional information, please email me at *********************************** or if you need any correspondence with our team. This will help me locate your file and expedite the process.
Rest assured, our team, including the General Manager, is aware of your situation and is committed to resolving it as quickly as possible. We aim to provide a properly functioning unit and restore your peace of mind.
Thank you for your patience and understanding. I look forward to hearing from you soon.
Best regards,
********
Reputation Manager, Del-Air
Customer Answer
Date: 07/23/2024

Complaint: 21995837

I am rejecting this response because:

Sincerely,

*********************
Customer Answer
Date: 07/23/2024
I declined their resolution because there was done. Telling me they will do everything to make things right without stating what that entails is not a resolution. I have again made contact with Del-Air after no contact with them from a follow up visit with yet again, no response. As I stated in my initial complaint, I have had issues with this (supposedly) new unit since I moved into my home. I should not have to fear summer every year because of my AC.
Thank you,
*********************
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 ongoing issues with your HVAC unit and the stress it has caused you. We are committed to resolving this matter to your satisfaction.
I understand that you moved into your new home in April 2022 and have experienced multiple service visits since then, with significant issues including the replacement of a bad coil in May 2023 and again in July 2024. Despite these repairs, your unit is still not cooling properly, which is unacceptable for a new system.
I assure you that we are taking your concerns very seriously. Its clear that there may be an underlying issue that has not been properly diagnosed or addressed. We will prioritize a thorough inspection of your unit to identify and resolve the root cause of these persistent problems.
Please know that we are committed to providing a resolution that ensures you have a properly functioning HVAC system. I have informed our General Manager about your situation, and they will be in contact with you shortly to discuss the next steps. Your comfort and satisfaction are our top priorities, and we will do everything we can to rectify this situation.
Thank you for bringing this to our attention. We appreciate your patience and will work diligently to resolve this issue.
Best regards,
********
Customer Success Manager, **********************
Customer Answer
Date: 07/26/2024

Complaint: 21995837

I am rejecting this response because: I want to be very clear here. I will not consider this complaint resolved until my AC unit is running properly. I have no faith in Del-Air to believe that the words they are expressing are genuine. Their lack of response is totally unacceptable. I understand I am not the only customer in need of service, but I do believe that this issue should have been placed with some type of urgency. To be dealing with such an issue, 2 years into my home is unbelievable. I advised Del-Air last year that there was an issue with this unit, but they just wanted to do patch work on it now here we are this year dealing with the same thing on a much worse level. To have the same part replaced 2 years in a row should be in indicator that there is something seriously going on. I will continue to say the same thing until I am comfortable, and my home is cool.

Sincerely,

*********************
Customer Answer
Date: 07/31/2024
Good Morning,
I continue to get the run around from Del-Air. It is my believe that they do not want to do the work required in order to get my AC unit running properly. On 07.16.2024 senior service technician, *********************** was out to do a review of the unit/installation. It was told my thermostat maybe bad and that there was an airflow issue, suggested I keep the doors closed and closed a vent at the entryway to the laundry room to help with airflow. I was advised that the engineer would be consulted, and I would receive a call back on that Friday, 07.19.2024. Friday came and went with no communication. I called the following week only to be advised that the engineer was on vacation and would return the following week. I called on 07.29.2024 as I had not heard from Del-Air and spoke with ********************* who was under the impression that services to my residence were complete. He had no idea what was going on. He placed me on hold and returned to say that yes, he would send someone out on Wednesday but would call me after to confirm the same. I heard nothing from him or anyone at Del-Air. I called this morning 07.31.2024 to speak with ****************, he was not available. I have no idea if someone is coming out today to address this airflow issue or not. As I have explained to Del-Air, my patience is running thin on this issue. I have been dealing with this for far too long and my health does not permit me to continue to stress about issues that are not of my doing, trying to hold people accountable for faulty work/equipment only to be dismissed/ignored. This issue as previously stated started back in May 2022, a month after I moved into my home, the current issue has been going on for over a month, possibly longer. I would like this to end but I don't feel as though Del-Air is willing to do what it's going to take, despite what they say.
Thank you,
*********************
Business Response
Date: 08/01/2024
Dear **************,
My name is ********, and I am the Customer Success Manager at ********************************************* and Air Conditioning. I want to personally address your concerns and assure you that we take your situation very seriously.
I understand your frustration, and I apologize for the ongoing issues with your AC unit. It is certainly not our intention to leave you feeling unsatisfied or neglected. We had a technician visit on August 1st, and we believe that this visit addressed the issues you were experiencing. However, I recognize that the resolution needs to be both effective and lasting for you to have confidence in our service.
Please know that we are fully committed to resolving this matter to your satisfaction. We do not want to lose you as a customer and are dedicated to making this right in any way we can. If the issue persists or if you have any further concerns, please contact me directly. I will personally ensure that we expedite the necessary steps to address any outstanding issues and provide you with the service you deserve.
Your comfort and satisfaction are our top priorities, and we want to restore your faith in our company. I appreciate your patience and understanding as we work to resolve this situation.
Thank you for bringing this to our attention, and please feel free to reach out to me directly at ******************************** if you need any further assistance.
Sincerely,
********
Customer Success Manager
********************************************* and Air Conditioning
Initial Complaint
Date:07/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Air conditioner installed May 2023, wasnt installed well, failed inspection finally resolved over two months. Air loses power July 3, 2024. Refused to send someone in a timely manner even with two elderly people with health issues that needed ac finally after multiple calls sent someone who finally called a technician. It was discovered that the system was not wired properly and a wire shorted out. They also charged 99 for the service call despite the issue being shoddy construction.
Customer Answer
Date: 07/08/2024
They contacted us today and only offered an extra year on the system and refunded the $99 that we paid. I would the the entire system checked out since the wire shorted out and we have no idea the long term ramifications it will have on the air conditioning. I would like a full 5 year extended warranty on everything including labor and parts. If its deemed that there is long term damage as a result to a poor installation, I would like a brand new system installed by a senior experienced service team.
Business Response
Date: 07/09/2024
We sincerely apologize for the difficulties you've encountered with your air conditioner and the delays in resolving the issues, especially given the circumstances with elderly individuals relying on the ** for health reasons.
Upon learning about the improper wiring and subsequent shorting out of the wire, we understand the frustration this has caused. Charging the $99 service fee under these circumstances was not appropriate, and we apologize for the inconvenience.
To address these issues promptly:
We will immediately refund the $99 service call fee to you.
We are committed to sending a qualified technician to thoroughly inspect and correct the wiring issues to ensure your ** operates safely and reliably.
Your feedback is crucial to us, and we take it seriously to improve our services. Please accept our apologies once again for the inconvenience caused. We value your continued trust and will work diligently to resolve this matter to your satisfaction.
Please contact us directly at ******************************** if you have any further concerns or if there's anything more we can do for you.
Best regards,
*************************
The Del-Air Team
Customer Answer
Date: 07/09/2024

Complaint: 21947165

I am rejecting this response because:
while the money was returned, no inspection has been done on the unit and I want a five year extended warranty on the entire unit including parts and labor. If the unit is deemed damaged I want a full replacement. Furthermore, this unit is in a home with two medically compromised elderly people. No attempt was made to bring out somebody that night or the next day, thereby causing two elderly customers (long time clients who put in two air conditioners through Del-Air) almost to have to go to the ** for heat exhaustion. They were told numerous times that they had medical issues and the call people could have cared less and had zero urgency regarding the situation. At this time, we are contemplating contacting an attorney to see how to proceed towards Delair. This was a $100000 investment made with the company with no regard to how it was installed (which had to be corrected several times and failed its inspection due to poor installation in the first place) or how it is running.

Sincerely,

*************************
Business Response
Date: 07/15/2024
Dear *************************,
I apologize for the inconvenience and frustration this situation has caused. We take your concerns seriously and are committed to resolving this issue promptly. Our team is actively working with the Lennox team to conduct a thorough inspection of your unit. We understand the urgency, especially given the medical considerations involved.
Regarding your request for a five-year extended warranty and potential unit replacement, we are reviewing your case with utmost priority. Please rest assured that we are dedicated to finding a satisfactory resolution for you and your family.
If you have any further questions or if there's anything else we can do to assist you during this process, please don't hesitate to contact me directly at ********************************* Your satisfaction is our top priority, and we appreciate your patience as we work to address your concerns.
Sincerely,
********
Customer Success Team
**********************
Customer Answer
Date: 07/19/2024

Complaint: 21947165

I am rejecting this response because:
We were told that an electrician and supervisor would be out to see the system today and that was not the case. They still have not refunded my parents $99. And at this time we are pursuing legal action against the company itself.
Sincerely,

*************************
Business Response
Date: 07/22/2024
Dear ******,
Thank you for your feedback and for bringing this matter to our attention. I apologize for any inconvenience and frustration this situation has caused you and your parents.
I want to assure you that we have a supervisor appointment scheduled for July 26, 2024, to thoroughly address and resolve the issues with your parents system. We are committed to ensuring that this matter is resolved to their satisfaction.
We understand your concerns and are taking them very seriously. Our goal is to provide the highest level of service and support to our customers, and we hope to regain your trust through our efforts to resolve this issue.
If you have any further questions or need additional assistance, please feel free to contact me directly at ***********************************.
Sincerely,
********
Reputation Manager, Del Air
Initial Complaint
Date:06/26/2024
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 paid Del Air $114 deposit for a UV Bulb as explained in detail in the letter attached below. They failed to order it in a timely fashion and we never received the bulb or the promised refund of the deposit. I have called them 3 times but cannot get beyond the gatekeeper to the billing department (so I can explain what happened). It is explained in the letter to Del Air below. A scanned copy of the invoices is also attached below.
Business Response
Date: 06/28/2024
Dear ******,

Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience caused regarding your deposit for the ** Bulb. We understand your frustration and are committed to resolving this issue promptly.
Upon reviewing your complaint, we found that a credit was issued on 03/13, which unfortunately was not communicated to you at the time. We deeply regret the delay in processing your refund and the lack of communication regarding its status.
Our General Manager for your location attempted to reach out to you yesterday and left a voicemail message. To ensure we address your concerns fully, please let us know the best day and time for us to call you back. We are eager to discuss this matter with you directly and resolve it to your satisfaction.
Once again, we apologize for the inconvenience caused and appreciate your patience as we work to rectify this situation.
Best regards,
*************************
Reputation Manager
Del-Air Customer Service
Customer Answer
Date: 07/01/2024

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:06/14/2024
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.
It have tried, very very hard, to not have to file this complaint. Here's the story...Del Air installed the original AC in our house. In under 5 years, the system developed a freon leak in the coils. The parts were covered, but the labor costs would be about $4k so we opted to buy a new system. In truth, the system was builder grade and we wanted a better one anyway. I insisted on one that had 10yr parts AND labor or I wasn't going to buy. They had one that fit the bill.Fast forward 2.5 years, to 6/6. AC's broken. Tech came out on 6/7, sniff tested, found no leaks. Tried to charges us. I told him to do a temp check on the air, and yeah... it was ambient temp so clearly something's fubared. He goes out, puts in 3lbs of freon (which he originally tells me is going to get billed at $150/lb). Still... no improvement. We argued for a bit where my position was 3lbs left his tank, but 3lbs are definitely not in my system. It took an hour or two before he agreed to re-sniff-test the inside unit and holy c*** did the detecter light up like a christmas tree. Like, literally every part of our indoor setup was leaking. Reminder... 2.5 year old system.He argued that we didn't actually have a P&L warranty and wanted to charge $1.5k. Thankfully, we kept the original paperwork and a photo + call to the supervisor later, that issue was gone. Shouldn't have been required, but whatever.He took inventory of every leak he could, logged all the parts involved, and ordered them. Happy story, right? Nope! Del Air told us all parts would be in by 6/13. Week during a heat wave *****, but at least understandable.6/13 came. Nothing. Wife called, promised call back. Hours later, called again, promised call back. Call back never happened. I called on 6/14, promised call back. Got a manager to call back at 4:50pm saying they can't find the part, promised to call in "***** minutes"; no call back.So now, another weekend with no AC and no ETA. Do not suggest.
Customer Answer
Date: 06/20/2024
This has been resolved to my satisfaction recently.
Business Response
Date: 06/21/2024
Dear ****,
Thank you for bringing this issue to our attention. We sincerely apologize for the frustration and inconvenience you have experienced with our service. We understand how crucial it is to have a reliable air conditioning system, especially during the summer months.
After reviewing your case, we acknowledge that there have been significant delays and communication lapses in addressing the issues with your AC system. This falls short of the high standards we strive to maintain at Del-Air. We deeply regret any inconvenience caused by the delays in sourcing the necessary parts and providing you with a resolution in a timely manner.
Our team is committed to resolving this matter swiftly and ensuring that your AC system is fully operational as soon as possible. Additionally, we have taken your feedback regarding the service technician's initial assessment and communication seriously. We will use this feedback to improve our processes and ensure that similar issues do not occur in the future.
A member of our management team will be providing updates on the status of your service order. If you have any immediate concerns or questions, please do not hesitate to contact me at ********************************.
Again, we apologize for the inconvenience and appreciate your patience as we work to resolve this matter promptly.
Sincerely,
The Del-Air Team
Customer Answer
Date: 06/24/2024
I may have been too ***** in saying this was resolved. Tonight, less than a week later, the ** is failing again. We have a tech scheduled for 8-10am on 6/24.

At the time of this writing, I can no longer say this is resolved and instead can only say I'm incredibly disappointed that it happened again and so soon.
Initial Complaint
Date:06/14/2024
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 purchased a new air conditioner system from Del-Air the end of January 2024. The Lennox unit has a 12 year parts warranty; this was one of the considerations in purchasing this system. All the paperwork we have received from Del-Air state a 10 year parts warranty. We have spoken to Del-Air representatives no less than ten times over the past four months requesting the 12 year warranty be put-in writing on the Del-Air letterhead. The representatives keep stating we will receive it or that a supervisor will get back to us the next day. We still do not have this warranty in writing.We were told by the sales person when we were deciding what unit to purchase, that this system would qualify for a federal energy efficient tax credit. We are still waiting for the form(s) that we would submit to the *** when we file our taxes for 2024. The representatives keep stating they do not know anything about the form(s); however, the salesperson stated we would receive forms to submit to the ***.We paid a tremendous amout of money for this system through Del-Air and their customer service is essentially non-existent.
Customer Answer
Date: 06/17/2024
I need to add another issue with the Del-Air administration. We were told by the sales person that we have a one time warranty transfer,if and when we sell our house. We have asked, repeatedly, to have this in writing; we are still waiting after 4 months.
Thank you.
Business Response
Date: 06/21/2024
Dear *******,
We sincerely apologize for the inconvenience and frustration you have experienced regarding your recent purchase and interactions with Del-Air Heating and Air Conditioning. We understand your concerns and appreciate your patience as we work to resolve these issues.
Warranty Documentation: We deeply regret the confusion surrounding the parts warranty for your Lennox air conditioning system. We acknowledge that our representatives have not provided the 12-year parts warranty documentation as initially promised. We understand the importance of having this in writing and are committed to resolving this matter promptly. Our customer service manager will reach out to you directly for immediate assistance.
Federal Energy Efficient Tax Credit Forms: We apologize for the misinformation regarding the federal energy-efficient tax credit forms. It appears there has been a miscommunication between our sales team and customer service representatives. We are currently in the process of obtaining the necessary forms from ****** and ensuring that all relevant details are included for your tax submission.
Customer Service: We acknowledge that our customer service has not met your expectations, and for that, we are truly sorry. Your experience is important to us, and we are taking steps to improve our communication and responsiveness. Our goal is to ensure that every customer feels valued and supported.
We understand that you have invested a significant amount of money in your new air conditioning system, and we want to make things right. As a token of our appreciation for your patience, we would like to offer you a complimentary annual maintenance service for your new unit. Our service department will reach out to you to schedule a convenient time.
Again, we apologize for the inconvenience and thank you for bringing these issues to our attention. We are committed to resolving them promptly and ensuring you are fully satisfied with your purchase and our service.
Sincerely,
*************************
Customer Service Manager
********************************************* and Air Conditioning
********************************
Customer Answer
Date: 06/21/2024
Dear BBB,
Thank you for all your help to date. My response to Del-Air's reply is that I will accept their resolution response; HOWEVER, only when I finally receive the necessary paperwork I am requesting. When I receive the paperwork, then the case is closed. I do not want to close it now, because nothing, as in the past 4 months, has been done by Del-Air. Also, nothing was mentioned in the response regarding my addendum to the initial complaint regarding still have not received on the Del-Air letterhead about the one-time warranty transfer. I need this in writing as well before this case is closed.
Thank you for all you for us consumers.
Customer Answer
Date: 06/21/2024

Complaint: 21849615

I am rejecting this response because:
Del-Air emails me a warranty that states parts warranty is ten(10) years. The parts warranty should be twelve(12) years.They are beyond incompetent.

Sincerely,

***************************
Business Response
Date: 07/02/2024

Dear *******,
I believe the General Manager from that location was reaching out to you regarding Complaint: 21849615.
We apologize for any confusion or inconvenience. Our goal is to provide accurate and satisfactory service. We will review your warranty details to ensure they reflect the correct 12-year parts warranty.
Thank you for your patience as we resolve this matter.
Sincerely,The Del-Air Team
Customer Answer
Date: 07/03/2024
I am responding to the latest communication from Del-Air. I am neither accepting or rejecting their response at this time because nothing has been resolved in my complants. Yes, I have received emails from ***************************, the general manager stating he is trying to resolve our three outstanding issues. Regarding the 12 year parts warranty. He sent a screen shot of our account with a notationfrom him that we have a 12 year parts warranty. This is hardly an official document from ******. We have still not received any document regarding the one-time warranty transfer, if and when we sell our home. We are still waiting for the "Energy Tax Credit" form(s) as well. So, at this point in time, we have received communication from the general manager and I am hopeful that he will send us the appropriate forms we have been requesting the past six months. Thank you.
Business Response
Date: 07/05/2024
We have verified with the customer the correct years for warranty. Please let us know what else we can do on our end to resolve this issue.
Customer Answer
Date: 07/09/2024
Yes, Del-Air sent an updated addendum that has a line item list. It states the "parts warranty expiration" 2/14/2036 (which is finally correct); however, under the "Lennox Labor Expiration", it states N/A. There should be a 10(ten) year labor warranty. |Also, on the Del-Air "invoice" it still states 10/10/10, which indicates ten year parts and labor warranty. For an entire air conditioner system that we paid over $20,000, I want everything regarding the warranty to match to prevent any issues that *** happen in the future.
Also, the system should have a one time warranty transfer. My wife and I have repeatedly requested this in writing from Del-Air. My wife's latest ineraction with the Del-Air representative response was, " It is in the system". This is not acceptable. We want this in writing. We still do not have this in writing.
Dealing with the administration of Del-Air has been nothing short of a nightmare. We have had to constantly call them ( mainly because they never respond regarding follow up calls or stating, " Someone will get back with you tomorrow", which never happens. All we wanted was copies of all the paperwork; invoices, correct warranty, energy tax credit forms, transfer of warranty, etc. If it wasn't for all the wonderful help from the BBB, we wouldn't have some of the forms we have been requesting for five months. All we have been requesting from day one, is the correct information, in writing, as explained to us by the sales person. Being told by a representative, that everything is fine or will be taken care of, is meaningless once that person is no longer working at Del-Air. All Del-Air needs to do at this point in time, is resolve the two afore mentioned issues. So, at this stage I am neither accepting or rejesting their response. Thank you.

Customer Answer
Date: 07/09/2024

Complaint: 21849615

I am rejecting this response because:
Yes, Del-Air sent an updated addendum that has a line item list. It states the "parts warranty expiration" 2/14/2036 (which is finally correct); however, under the "Lennox Labor Expiration", it states N/A. There should be a 10(ten) year labor warranty. |Also, on the Del-Air "invoice" it still states 10/10/10, which indicates ten year parts and labor warranty. For an entire air conditioner system that we paid over $20,000, I want everything regarding the warranty to match to prevent any issues that *** happen in the future.
Also, the system should have a one time warranty transfer. My wife and I have repeatedly requested this in writing from Del-Air. My wife's latest ineraction with the Del-Air representative response was, " It is in the system". This is not acceptable. We want this in writing. We still do not have this in writing.
Dealing with the administration of Del-Air has been nothing short of a nightmare. We have had to constantly call them ( mainly because they never respond regarding follow up calls or stating, " Someone will get back with you tomorrow", which never happens. All we wanted was copies of all the paperwork; invoices, correct warranty, energy tax credit forms, transfer of warranty, etc. If it wasn't for all the wonderful help from the BBB, we wouldn't have some of the forms we have been requesting for five months. All we have been requesting from day one, is the correct information, in writing, as explained to us by the sales person. Being told by a representative, that everything is fine or will be taken care of, is meaningless once that person is no longer working at Del-Air. All Del-Air needs to do at this point in time, is resolve the two afore mentioned issues. So, at this stage I am neither accepting or rejesting their response. Thank you.

Sincerely,

***************************
Business Response
Date: 07/12/2024
Dear ****************,
I sincerely apologize for the continued frustration and inconvenience you have experienced. To ensure all your concerns are addressed, we have regrouped all relevant documents, print them, place them in a binder, and ***** them to you, including:
Invoice
JB warranty
Lennox warranty with correct parts and labor coverage
Maintenance warranty (created by yours truly)
Tax forms: We have advised this customer "10 ways to Sunday" that there are no tax forms and have supplied him an extensive list of what qualifies for the tax incentives. I will print IRS info for reference.
Instructions on how to transfer the warranty
Issues: We have no real info in PDF about our 10/10/10 coverage or 12/10/10 coverage that looks like a legit warranty package. We worked on creating a professional PDF document outlining these coverages for your reference.
Please email me at ******************************** with any additional details or concerns so I can address them directly.
Thank you for your patience, and I apologize for the inconvenience you have faced. We are committed to resolving these issues to your satisfaction.
Best regards,
********
Customer Success Team
**********************
Customer Answer
Date: 07/17/2024
Response to ************************* of Del-Air. When I rece9ive the binder of the forms, and read through the requested information, I will be able to Accept or Reject this response. I do not understand how a company can sell air conditioner systems and state a 10 or 12 year warranty without any documentation. I also want her to explain what the *** Warranty" is. No one from Del-Air has ever explained to me what this is. So, as of this date, I am still waiting on receiving the requested information. Thank you.
Customer Answer
Date: 07/17/2024

Complaint: 21849615

I am rejecting this response because:

Response to ************************* of Del-Air. When I rece9ive the binder of the forms, and read through the requested information, I will be able to Accept or Reject this response. I do not understand how a company can sell air conditioner systems and state a 10 or 12 year warranty without any documentation. I also want her to explain what the *** Warranty" is. No one from Del-Air has ever explained to me what this is. So, as of this date, I am still waiting on receiving the requested information. Thank you.

Sincerely,

***************************
Customer Answer
Date: 07/19/2024
Dear *************************,
I do not understand why you closed my complaint. I have responded to EVERY message from Del-Air. I did not check "Accept/Decline" because they still have not sent me the requested warranty paperwork. I responded immediately with the explanation of why I did not check "accept or reject" Del-Air's response. If I would have received the warranty paperwork, I would finally accept their response. Being that I am still waiting for the paperwork they claim was sent to me, how can you close this complaint. I have responded to every request explaining why the case has not been resolved. Please open this complaint until it is resolved by Del-Air. Thank you
Customer Answer
Date: 07/22/2024
Then I REJECT their response. I cannot locate the "Accept or Reject" buttons in the response box pertaining to click REJECT their response, because, I have not received, by *****, the binder of information the Del-Air representative stated would be sent to me.
Again, I REJECT their response. Thank you,
********************************
Customer Answer
Date: 07/23/2024
Then I REJECT their response. I cannot locate the "Accept or Reject" buttons in the response box pertaining to click REJECT their response, because, I have not received, by *****, the binder of information the Del-Air representative stated would be sent to me.
Again, I REJECT their response. Thank you,
********************************
Business Response
Date: 07/29/2024
Dear *******,
Thank you for your message. I am sorry to hear that you have not received the binder of information that was mailed to you.
Please email me directly at ******************************** so that I can verify your address and ensure that the correct information is sent to you promptly. Your satisfaction is important to us, and we want to make sure this issue is resolved as quickly as possible.
Thank you for your patience.
Best regards,
********
Customer Success Manager
**********************
********************************
Customer Answer
Date: 07/31/2024

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 finally received the binder on Monday July 29th. I greatly appreciate the BBB help in dealing with this inept, incompetent company. Without the help of the BBB I would have never received the written information I have been requesting the past six months.

Sincerely,

***************************
Initial Complaint
Date:06/12/2024
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.
To Whom It May ********** May 18th, a Del-Air technician came to my home to diagnose my air conditioning issue. After performing what was said to be a thorough check of my air conditioning unit, it was determined that the only issue was a faulty thermostat. I paid the technician, a temporary thermostat was installed, was told that my AC unit had no other issues, and I was told that in a couple of days, the permanent thermostat would be shipped and installed.The very next day, my air conditioning unit stopped working again. Another technician came the day after (on May 20th) and now told me that there was a clog in my air conditioning unit as well. I told him that the first technician performed a thorough check of the unit and said the drain was fine. I ended up having to pay $257.The issue is that I had to pay $257 for the technician to come out only two days after the first technician said aside from the faulty thermostat, everything else was fine. I called Del-Air about this matter and was told that I would be getting a call on my cell phone within two business days to discuss the matter further. But, I never received any call. I would greatly appreciate assistance in this matter.
Business Response
Date: 06/21/2024
Dear ***********************,
Thank you for reaching out and bringing this to our attention. We sincerely apologize for the inconvenience and confusion youve experienced. We have received your request for a refund, and I assure you that this matter will be handled by the end of today. Once the refund is processed, we will send you a receipt for your records.
We are deeply sorry for the issues you encountered with your air conditioning unit and the additional charges. We understand your frustration, especially after being told that your system was thoroughly checked. This is something we are addressing internally to ensure better communication and service in the future.
Thank you for your patience and understanding. We are committed to resolving this issue promptly and will keep you updated throughout the process. If you have any further questions or concerns, please do not hesitate to contact us.
Sincerely,
*************************
Customer Service Manager
*********************************************, Air **********************, and **********************
Initial Complaint
Date:06/12/2024
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.
Called Del ac for cleaning service, they didn't clean, left caps off, and loosen freeon connection on outside of unit when we called for resolution they would not call us back!
Business Response
Date: 06/12/2024
Dear ****
Thank you for bringing this issue to our attention. We sincerely apologize for the inconvenience and frustration you experienced with our recent service visit. It is unacceptable that our technician did not complete the cleaning service, left caps off, and loosened the Freon connection on your unit. Additionally, we regret that you did not receive a follow-up call when you reached out for resolution.
Your concerns are very important to us, and we are committed to making this right. A manager from Del-Air will be in contact with you shortly to discuss your experience in detail and ensure that your unit is properly serviced and any issues are resolved.
Thank you for your patience and understanding.
Sincerely,
*************************
Del-Air
Initial Complaint
Date:06/11/2024
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 5/27, a Del Air technician came to my house due to an issue with my A/C unit. He replaced a part on the outside unit, even though the issue was on the air handler inside the house. The evening of 5/27, my A/C unit (air handler) went out completely. He did not fix the problem. I spoke to a Del Air supervisor on 5/29 regarding the whole situation and **** promised me a refund would be issued for the 5/27 visit. He did not follow through with his promise. I want my money back. I had to call a different company to come out and access the problem which turned out to be the unit required a new air blower module.
Business Response
Date: 06/12/2024
Dear ****
Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you have experienced with our service. Your feedback is important to us, and we are committed to resolving this issue promptly.
We understand that on 5/27, a Del-Air technician replaced a part on your outside unit, but the issue with your air handler inside the house persisted, leading to a complete failure of your A/C unit that evening. We are also aware that despite speaking with a Del-Air supervisor on 5/29 and being promised a refund for the 5/27 visit, you have not yet received it.
We deeply regret this oversight and the additional inconvenience you faced by having to call a different company to resolve the issue.
A manager from Del-Air will be in contact with you shortly to discuss your concerns in detail and ensure that a refund is processed as promised. We are committed to making this right and restoring your confidence in our services.
Thank you for your patience and understanding.
Sincerely,
*************************
Del-Air
Customer Answer
Date: 06/17/2024

Complaint: 21834562

I am rejecting this response because: I was contacted via phone by ******** on Wednesday, June 12th. She assured me the refund would be processed and I should see it on my credit card by end of last week. As of today, Monday June 17th, there still is no credit on my card.

Sincerely,

***************************
Business Response
Date: 06/21/2024
I am confirming that the refund has been processed. Please don't hesitate to contact us if you have not received it, although our accounting team has already completed the refund.
Business Response
Date: 06/21/2024
I am confirming that the refund has been processed. Please don't hesitate to contact us if you have not received it, although our accounting team has already completed the refund.
Customer Answer
Date: 06/25/2024

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:06/10/2024
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 comlete ***************** at the end of July 2023. ***** then, I have had nothing but issues with the product and the company. Initially the attic duct was not installed properly and was sucking August heat into my home which resulted in an electric bill that was over 300 dollars. (I live in a house that is less than 1600sqft and my insulation is more than sufficient. The compressor Del-Air installed rattled like a jet engine and seemed as if it would fly off the concrete pad it was so loud. After dealing with numerous technicians coming to the house, Del-Air finally replaced the compressor. next, the thermostat would fluctuate wildly and would have temperature swings of greater than 6 degrees. (temperature set on 74 and ** wouldnt turn on until 78 degrees and would cool to 68 degrees before shutting off. They replaced what was supposed to be a better quality thermostat with a lesser quality one becuase they said that the higher quality thermostat was not compatible with the ** I ordered. (As an HV** company, how do you not know that?) Ever since replacing the thermostat, my ac will not cool below 77 degrees between the hours of 1pm and 7pm (when set on 74) and runs constantly. Even if I raise the thermostat temperature to 76 or 77 it fails to cool below 78. I have a full 11 year parts, labor, and maintenance warranty on the system. I have had at least 5 techinitions to my house within the last 2 months. We are getting into the hottest part of the year and I am terrified that my electric bill will continue to skyrocket because my ** is faulty. I have asked to have my complaint escalated numerous times and have been promised a call back from a supervisor. After 3 weeks, I have yet to receive a call from a supervisor. I just want an ** that works properly which is what I paid nearly $11,000 for! As I write this, the temp outside is 93 and my ac will not go below 77. (over 3lbs of freon has been added to the system in 3 weeks.) negative on leak.
Business Response
Date: 06/12/2024
Dear *******,
Thank you for bringing this issue to our attention. We sincerely apologize for the numerous problems you have encountered with your new Lennox AC system and for the lack of resolution despite multiple service visits.
We understand the frustration and inconvenience this has caused, especially considering the significant investment you made in this system and the impact on your electricity bills. Your concerns are valid, and it is unacceptable that you have not received the follow-up and support you deserve.
A manager from Del-Air will be in contact with you shortly to address your concerns directly and work towards a satisfactory resolution. We are committed to ensuring that your AC system operates correctly and efficiently, as intended, and that you receive the customer service and support you were promised.
Thank you for your patience and understanding as we work to resolve this issue.
Sincerely,
*************************
Customer Service Representative
**********************
Customer Answer
Date: 06/12/2024
I have begun to receive communication from Del-air leadership and though the issue has not been resolved yet, I would like to give them time to correct the issue now that they have escalated my concerns and have begun steps to rectify the situation.
Customer Answer
Date: 07/17/2024
************************* under the guidance of ********************* have addressed my concerns to my satisfaction and I would like to ammend my complaint. I feel that Del-Air took the complaint seriously and worked with me to resolve my concerns to my satisfaction. I wish to remove my complaint or ammend it to reflect that I am satisfied with the resolution that Del-Air offered.
Initial Complaint
Date:06/05/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The inside and outside ***** were replaced on 6/29/22. The unit has stopped working, or has had issues remaining at the set temperature since the installation. Between 7/9/22 and 6/5/24, a tech has been sent out to the home to make repairs 19 times. When the unit was initially installed, a hard-start kit was not placed on the unit. The outside unit had to be replaced on 4/3/23 due to the compressor breaking. A leak was in the inside duct work on 4/15/23 during the home inspection for my insurance renewal. The wiring had to be replaced on 3/11/24, and as of 5/25/24 the thermostat is needing to be replaced. The supervisor was to speak with the ** about removing the unit and refunding my money due to the extensive issues with the unit. A return call was not made. As of today, 6/5/24, the temperature in my residence has increased higher than the temperature set. I spoke with the supervisor today to question the installation of the thermostat and to update with the continued issues. He advised that I need to realize the company is busy.
Business Response
Date: 06/07/2024
Thank you for providing these details. We sincerely apologize for the ongoing issues you've experienced with your HVAC system since its installation. The number of service calls and the extent of repairs you've described are clearly unacceptable and far from the standard of service we aim to provide. We are escalating this matter immediately. We will ensure that this issue is addressed by our management team as a priority.
Thank you for your patience and understanding. We look forward to resolving this matter to your satisfaction.
Best regards,
The Del-Air Team

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