Complaints

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• Initial Complaint

  Date:08/28/2023

  Type:Sales and Advertising 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 originally found out about Deluxe Services after my insurance company reviewed my claim due to my AC going out due to a storm. I connected with the owner on July 6. After several attempts they finally came out. He dropped a 4 ton unit off at my front door and his team didnt show for another 2 days. They installed my unit improperly and changed the way my entire home was zoned (Aug 11) I complained to the owner on Aug 21 he blamed bad internet couldnt respond and I havent heard a thing since. Ive had to come out of pocket to hire a company to start all the way over. The following list below is what I discovered was wrong. -The unit is not level -Unit is currently on an oversized outdoor disconnect 50 amp for a 45 amp max ****** -There is no drain pan safety switch, no condensation pump -Mold growing on my window where condensation has dropped down my wall -The ductwork spliced and disconnect and return plenium are leaking air -The zone board is the one that was there previously and its disconnected from the air handler -The indoor unit was not disposed of (although charged for removal of old parts) -Two out of three floors have no cooling and no power to thermostat -The drain line is incorrectly routed to secondary emergency drain in attic causing water to leak into my window and brick facade (happening as we speak) -No mechanical permit

  

  Business Response

  Date: 09/18/2023

  Deluxe Services *** received a service request from *************** insurance company All-State back in August, we contacted *************** on the request and she informed us that 5 different Hvac companies and already came to resolved her issues but wasn't successful and the insurance inform us whatever needs to be done they will pay for the job. We came out to the home and did our observation on her system and told *************** it would be best to get a new unit because the unit had so many control board issues and other electrical problems. ALSTATE  told us to put in a new unit bc *************** didn't have AC in her home for about a month at that point. WE installed a new 4ton heat pump and Outside Can denser unit. It took us over 14 hour to complete the job and another day to finish any issues that *** come up once we were done. AFTER we completed  the job *************** was happy and I sent here a text to apologize for any inconvenience and credit her back $450 for attic trim work that got damaged doing the installation. *************** never call us and informed our company that there were any issues. 

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20530458
  
  I am rejecting this response because:
  
  I had to hire a company to come in and fix what your team ruined. 
  
  I most certainly called to complain and you told me your internet was down and I never heard a thing back. I have photos and screenshots of that interaction by the way. You only paid for the trim after I told you I was deducting it from your final amount. It wasnt 5 different companies, it was three. Your team shouldve altogether declined the job if you felt it was too difficult which you did not. I never said I was satisfied with the work as no one in their right mind would be. Look at the pictures Frazier I would be embarrassed and would not want people to see this. Mold growing that is my health. The ask is for a refund, if a refund is not issued, we will just battle it out in court. Trust me, you dont want to go that route as it will not work in your favor. 
  
  Sincerely,
  
  *************************