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Business Profile

Heating and Air Conditioning

DiPaola Quality Climate Control Heating, Plumbing, Cooling

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heating and Air Conditioning.

Complaints

This profile includes complaints for DiPaola Quality Climate Control Heating, Plumbing, Cooling's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:09/18/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 hired ******* quality climate control and heating on 09/17/2024 to attempt to correct an issue with a new combi unit. This unit was 2 months old and we were having difficulty connecting the thermostat to the unit, however was using it for hot water for the previous 2 months. After ********* **** employee can to service the unit he said the unit smelled "hot" and he believes it was "blown". He did let me know that the unit was all installed correctly except for the thermostat not being hooked up so he wasn't sure what happened. He charged me $ 150 for the service that was paid. However what he didn't tell me was that the hot water was no longer working and the unit itself was now broken completely. The morning before he can the hot water was working properly and me and my children took a hot shower and now the whole unit was no longer working. When I called to discuss the issue and was obviously upset that myself and children were taking cold showers, I was told that I was lying about the hot water working prior and was told that the unit was improperly installed, but then he said, "well not the plumbing". I informed him that I can not get another combi unit in for another month and would cost me another $2500 and there was no way a traditional hot water tank would fit in the space where it needs to go. He lacked no empathy for me and laughed and mocked me during the phone call. When I got upset and said that I would contact a lawyer he hung up on me after saying that I was on the do not service list. I see fro previous complaints on the BBB that them not completing the job or not providing service off of something they did is a pattern of behavior for this company. There manor and morals are very poor.

    • Initial Complaint

      Date:11/22/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Had HVAC equipment installed by business 4 years. Within the first week it was found out the the wrong parts were installed in the unit. That issue was resolved for the past 3 months the system has not been working properly. The business has been out to the home 3 times now with different solutions and has not fixed the issue. Seems at this point they are just coming out replacing random parts and charging me for labor. The issue has not been resolved and every time I call the service manager “Lou” he is not helpful and asked me “what do you want me to do”. I am not the expert on HVAC, and I expect not to be nickeled and dimed for labor that is not fixing the issue. Lou has been very rude and has not worked to fix the issue. My family has limited heat in these cold winter months. The issue is the company is just guessing on wheat the issue is and charging me labor for work that is not fixing the problem. I do not think I should be paying for labor for work that is not fixing my issue

      Business Response

      Date: 12/01/2022

      To Whom It May Concern: 


      This letter is in response to consumer complaint ID ********. 


      We received a service request on 10/24/2022 from this customer for problems pertaining to his heat pump system. A service appointment was scheduled and performed on 10/25/2022. He was charged a standard diagnostic charge of $99.00 which is charged on all demand service calls regardless of warranty status. We installed the system in November of 2018. 


      We then had to return because the system still was not operating correctly. It took us multiple trips (11/9/2022 and 11/22/2022) to correctly diagnose a leak the evaporator coil. Sometimes this happens in our industry. Not all repairs are simple and we're not always perfect. Was it an inconvenience to the customer? Yes it was and I sincerely apologize. However, the consumer was not charged for parts or labor for any of the return trips or misdiagnosed repairs. To date, he's paid a grand total of $99.00 (original diagnostic charge from 10/25/2022). So I'm unsure as to how exactly we are "nickel and diming" him. 


      The coil itself was covered under manufacturer warranty, however, the labor to install the coil and the refrigerant did not have coverage. The customer was offered a maintenance agreement at the time of sale in 2018 that would've covered labor and refrigerant costs on any repairs for 10 years but he declined to accept the maintenance agreement. 


      As a resolution, we've agreed to absorb the labor and refrigerant cost of the above repair. The appointment is scheduled for 12/2/2022. Please contact me with any questions. 


      Respectfully, 


      Joe S******** 
      General Manger 
      Dipaola Quality Climate Control, LLC. 

    DiPaola Quality Climate Control Heating, Plumbing, Cooling is NOT a BBB Accredited Business.

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