Complaints

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:08/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 the supervisor in charge of DK Heating @ Cooling *** ******** *** King Of Prussia ***** (###-###-####), On 5/3/2023 Service Technician **** agreed to replace Compressor in AC unit at **** ********* ** Newark DE *****. **** gave us a verbal statement that if the unit doesnt work for 2 years, he will not charge us. I asked him to write a contract and he declines and says a sales reciept of compression installation is sufficient. He Charged us $3500 for install including an addition of $300 for *** *****. He was here for 1 Day on 5/12/2023 and Installed the compressor and got cool air working. We were very happy and paid him $200 more dollars on top. It lasted only 1 day and stopped working. We notified service technician **** and he said he will come out next day. Next day comes he doesnt show up or call. Instead he shows up on 5/26/23. He said he didnt test the flow of the system and there was a clog in the thermostat and it ended up breaking the return line causing the system to fail and not work. **** requested $1100 more dollars to buy new part to fix the problem. My company disagreed. **** later request $500 instead of $1100 which we still did not agree to. We came to an agreement that we just gave him all of our liquid money and that we dont have anymore at that time and that he would perform the service and only if it worked , then we would pay $500. He ordered the parts and texted us 6/15/23 saying that he have the part and that it came in and he will be in next day. next day comes, **** is a no call no show. We do not hear from him until 7/12/23 he said his Van broke down and he will be in "tomorrow" Next day, no call no show. 7/22/23 He comes and installs the part and get the unit to produce cold air. My company ask him that we will give him payment when the unit runs for a good amount of time (at least a week). We did not want to pay him full price for service without knowing if it would work. Next day comes the unit stopped producing cold air and failed. We notified **** and he said he will be out "tomorrow" Tomorrow comes, **** is no call no show. A few days later we still don't hear from him, so we made a check up text. He doesn't respond. Almost a week later he comes in unannounced into our business without notifying anyone. His visit was not authorized and my company has filed a police report for unauthorized entry and argument dispute over phone using profanity. **** later apologizes and makes excuse that our system is too old. Blaming us for the work he convinced us to do. We are not happy. This has been the most disrespectful customer service I have ever experienced. **** has wasted our time, money and have given us emotional distress. My company feels like We were not treated fairly and that we have been taken advantage of and have been cheated for the service we paid for. We requested service since 5/3/23. Technician **** was missing the whole month of June and July. The 2 most hottest months of the year. We have suffered loss in business due to the irresponsible nature of **** and his unreliability, poor communication and lack of respect for our business. We believe that our company was way overcharged and we didnt receive the competant and satisfactory service. We cannot reach a supervisor or a chain of command. We cannot find information on this company online or anything. Its very frustrating. We are asking to settle out of court for $2,000. So that we may hire another company to give them an oppurtunity to fix our unit. We are very displeased with **** and feel he does not deserve the oppurtunity anymore. If deadline is not met, we will have our contract Lawyer write a summons for small claims court. We have everything documented and are eagerly willing to show more evidence of pay rate vs service. We are requesting a deadline of August 15th to settle out of court. If there is no settlement we will proceed further and have a summons for a hearing in small claims court. We are very saddened to have to write this letter, but there is no excuse for such poor unsatisfactory service and communication. We have been very forbearing through the entire proccess and have given many chances. We feel we are entittled to even more compensation for our trouble and distress Technician **** have caused us, but we are only asking for enough back to hire a more qualified HVAC technician to complete repair service. Please send check of $2,000 made payable to **** **** *** at **** ********** ** Newark DE ***** before August 15th 20230. Thank You. Sincerly , ****************** ************ and Spa ******************************* ****** ** ***** **************