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:05/01/2023

  Type:Billing 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.

  Dale's Heating & A/C has provided services to my home for several years with great quality and service. The week of April 17 I requested service for my 2 ton AC unit. Dale's had previously performed maintenance on this unit.
  The tech arrived that Tuesday and discovered an issue with a transformer (which he had replaced only 23 months prior) and informed me he'd have to order one. I agreed and was told would have the part soon and would return.
  On that Thursday I recieved an invoice with a multi-tiered price structure, which made no sense and an invoice for over $1000.00. When I called, I was informed it would "probably be only $385 but he would have to see."
  On Friday the 28th I called ********* Heating & AC and requested a service. The tech arrived, and had the unit running in 20 minutes for a charge of ~$400.00
  I am refusing to pay Dale's the $77.00 charge they insist I owe. I am completely dissatisfied with their service. I have maintained a Service Agreement with them for a couple of years. The Al a Cart pricing which starts as "Band Aid" and progresses up to gold is unfair. They are forcing their customers to make a decision on the service and playing on their emotions. Just fix the equipment and tell me what it's going to cost, like ********* did.

  

  Business Response

  Date: 05/04/2023

  Dale's Heating and Air, Inc., was contacted by the *******s to look at their home's heating and cooling system.  Our N.A.T.E. certified technician examined the system and diagnosed the issue with the heating and cooling unit.  The *******s received options to repair the system, just as they have from us in the past; Mr. ****** called our office and spoke with one of our CSR's about the options and chose the repair he felt best fit their needs.  All of our repairs come with a written No Hassle Money Back Guarantee, stating if the system fails again within 30 days, we will make it right or refund their money.

  If our customer chooses to make the repair, we waive the $77 trip charge required to get our technicians and mobile shops to our client's home.  After the *******s informed us they wanted to cancel the repair, our office contacted them for payment of the $77 trip charge as agreed upon.  Mr. ****** told our CSR that they were not going to pay the $77.  Our CSR stated OK and concluded the phone call.  As far as Dale's Heating and Air, Inc., is concerned the matter is closed and we will not pursue collections for the $77.  

  Sincerely