ComplaintsforDel-Air Heating, Air Conditioning, Plumbing And Electrical

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 21st 2024 Del-Air showed up to diagnose and fix an issue with one of our air conditioners and charged us *****. They then ordered parts and came on October 31st to install them and charged us ******. However, this did not fix the problem thus, we called Del-Air who came out the next day (November 1st) and stated it was the indoor sensors and not the outdoor sensors that needed to be *********** this point we were out ****** and the problem was still not resolved thus, I asked to get my in touch with a manager and he said he would put in a ************* is now 11/8/2024 and nobody has called me. So I followed up...11/4/2024 - Called and asked to speak to a manager but, was told that was impossible and they would call me back in a few business days.11/7/2024 - Called and talked to ******* (might be spelled wrong) around 12:30 and was told they would call in 1-3 days but, could be longer. She stated she would add another escalation in because it was not possible to speak to a manager 11/7/2024 - Didn't have a great feeling about my call so, called another number and spoke to ***** (Might be spelled wrong) and was told she'd also add in an escalation but, I couldn't talk to anyone.11/8/2024 - Still no call so, I called in and spoke to ****** at 10:17 AM who stated there were not any escalation noted in my account from yesterday but, said she put in an additional escalation with her manager.The lack of communication here is unbelievable and we don't want to work with a company who can't even take the time to call us back. We request a full refund of ****** and we'll use that money towards finding another company who can call us back and perhaps has more knowledge of the type of AC units we have.Thanks,****

  Business response

  11/19/2024

  Hi ****,
  
  I want to sincerely apologize for the frustrations you've experienced. I understand how disappointing and stressful it must be to deal with a lack of communication, especially after investing in repairs that didnt resolve the issue. I truly regret that this experience has been so challenging for you.
  
  We have processed the $711 refund as you requested, and I appreciate your patience during this time. It's clear that we should have done a better job of keeping you updated and addressing your concerns. I'm glad to hear you are working with an electrician on the surge protection as recommended. We have also reached out to Daikin to address the sensor issue and will continue to support you as needed.
  
  Please know that we take your feedback seriously and are working to improve our processes. If you need any further assistance, don't hesitate to reach out to me directly at **********************************************************.
  
  Thank you for bringing this to our attention, and I hope we can regain your trust moving forward.
  
  Best regards,  
  Karoline  
  Del-Air Customer Success Team

  Customer response

  11/20/2024

   
  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.
  
  Thank-you!!! 
  
  **** ******

• Initial Complaint

  10/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Del-Air continually failed to provide the service we pre-paid for one year as members.Multiple jobs were missed, some were left incomplete. Others omitted key work and even caused our valuable units to run for weeks without filters due to Del-Air's negligence and the incompetence of the "techs" they chose to send out to our locations.Del-Air acknowledged their shortcomings and mishandlings -- offering us to refund us --but they have failed to do so to date.******** *****, ******** ****, and *** -- the local GM who promised the refunds against our prepaid annual memberships ($7109) Account is under:******************************* Contacts: ****** ********, ****** **********, *********************************** ***************************

  Business response

  11/05/2024

  Hi ******,

  I want to sincerely apologize for the issues youve encountered with our service and the delay in processing your refund. We acknowledge the shortcomings you've experienced and understand the frustration it has caused. I appreciate your patience as we resolve this matter, and I assure you that your refund will be processed today. Additionally, our senior technician will be out to your properties today to ensure everything is addressed properly.
  Thank you for your understanding, and please let me know if there is anything else I can assist you with.
  Best regards,
  ********
  Customer Success Team at **********************
  **********************************************************
  

  Customer response

  11/05/2024

   
  Complaint: 22498056
  
  We are standing by for confirmation of refunds. Please send an itemized list of all refunds given. The previous list seemed to be a mix of refunds that were for us--and the others were perhaps for someone else's account as they did not match amounts that we've ever been charged.:
  
  Sincerely,
  
  ****** **********

  Business response

  11/12/2024

  Dear Mr. ******************** you for reaching out. We can confirm that the refund for Complaint #******** was issued to you on 11/6. We believe this matter is resolved, but we are certainly here to help if any further assistance is needed.
  For transparency, we will provide you with an itemized list of all refunds associated with your account to confirm that the amounts align with your records.
  Please let us know if you have any further questions, and we appreciate your patience as we ensure this is fully resolved.
  Sincerely,
  ********
  Customer Success Team
  **********************
  

  Customer response

  11/13/2024

   
  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

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid for a $259 maintenance program on Oct. 16th. I also made an appointment for replacement of a part. I changed my mind the same day after the technician left. I wasn't confident in his diagnostic skills. Called the ************* told *** I wanted to cancel the maintenance program and the repair. I hadn't paid for the repair yet. I just wanted to cancel it. I wanted to get a refund of $159 for the maintenace program after today's charges. She said she could cancel the repair but she had to "escalate to a supervisor" for a refund of the maintenance program. She said the supervisor would call me within three days. I mailed a registered letter to the corporate office cancelling the maintenance progam and the repair on Oct. 17th. No contact from the corporate office although they did receive the registered letter. Called the ************ again on Oct. 22nd, spoke to *******. She also said she had to "escalate to a supervisor" but promised a call back within 24 hours. No one called. I called the ************ back on Oct. 25th and spoke to ****. She put me on hold to try to reach supervisor *****, but came back on the line after a couple of minutes and said ***** would call me back right away. I told **** that three calls was enough - if I didn't hear back by Oct. 28th, I would file a complaint with the Better Business Bureau. She said she included that timeline in her email to *****. I just want the money back from the maintenance contract: $259 less the $100 discount for the service call on Oct. 16th is a refund of $159.

  Business response

  11/05/2024

  Dear *********,
  Thank you for reaching out, and Im very sorry for the frustration caused by the issues with your refund and cancellation process. I understand how the delay in communication and the escalations led to additional frustration. We're processing a refund of $150, and Id also like to offer a future maintenance service or waived service fee should you wish to give us another chance.
  Moving forward, were focused on empowering our team members to handle issues directly and improve communication to ensure customers like you dont face these challenges. Your experience has highlighted areas we need to address, and I assure you we're working on these improvements.
  If you have any further questions or need updates, please feel free to reach out directly.
  Warm regards,
  Karoline, Customer Success Team at **********************

  Customer response

  11/11/2024

   
  Complaint: 22484256
  
  I am rejecting this response because:

  Although Del-Air says they have refunded me, they have not. I sent them documentation to prove that there is no refund to my credit card. 

  
  Sincerely,
  
  ********* *****

  Customer response

  11/12/2024

  After receiving copies of my credit card statements showing there was no refund, Del-Air finally processed a refund this morning and called to tell me they had done it. When I asked why they kept saying they had refunded me when they hadn't, she said, "We're short-handed." I siad, "So you told someone to process my refund and they didn't do it?" She said, "Basically, yes." I am satisfied with the outcome but not with the process. I had to work much too hard and long for a refund I deserved right away. I have verified the refund with my credit card company.

  Business response

  11/21/2024

  Dear *********,
  Thank you for taking the time to share your experience. My name is ******** ****, and I am the Customer Success Manager at **********************. I want to extend my sincerest apologies for the inconvenience and frustration you encountered during the refund process.
  While Im relieved to hear that the refund has been processed and verified in your account, I completely understand how disappointing and exhausting it must have been to navigate this situation. You deserved a smoother, more straightforward resolution from the start, and I regret that we fell short of those expectations.
  We deeply value your feedback, and I am already working with our team to ensure processes are improved so that situations like this are handled more efficiently in the future. Clear communication and prompt action are critical, and Im committed to addressing these issues internally.
  If theres anything further I can do or if you have additional concerns, please dont hesitate to reach out to me directly at ********************************* Your patience and understanding throughout this matter mean a great deal to us, and I appreciate the opportunity to make things right.
  Thank you again for bringing this to our attention, and I look forward to ensuring your future experiences with Del-Air are nothing short of excellent.
  Sincerely,
  ******** ****
  Customer Success Manager

  Customer response

  11/22/2024

   
  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

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/20/24 I returned via *** 1 case of 2 air filters to Del Air and was told that I would be refunded $132.00. I have received a $66.00 refund on credit card that was used and told the other $66.00 would be sent by check via US mail. As of today, 10/26/24 I still do not have my refund. I have called numerous times and sent emails to **** ****** who will speak with me when I can get her in the office but does not call me back or answer my emails. She said she escalated my request to her boss and still nothing. I sent on 9/17/24 an email to *. ******** and have not received a response. I want my $66.00 refund. They have the case of air filters.

  Business response

  11/11/2024

  Dear ***** *****,
  Thank you for bringing this matter to our attention. My name is ********, and Im part of the Customer Success team at **********************. I sincerely apologize for the delays youve experienced regarding your refund.
  After reviewing your case, Im happy to inform you that the issue has been resolved, and the remaining $66.00 refund has been processed. The refund has been completed to the original payment method, and you should see the full amount reflected on your credit card shortly.
  We deeply regret any inconvenience this has caused and appreciate your patience throughout the process. If you have any further concerns or questions, please dont hesitate to contact me directly at **********************************************************.
  Thank you for your understanding, and we value your continued trust in Del-Air.
  Sincerely,
  ********
  Customer Success Team
  **********************

  Customer response

  11/11/2024

   
  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

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted this business to look at an airconditioner issue I had over 2 weeks ago. It was a blower motor. I paid for half up front with payment for the other half being due once it was installed. I have since called multiple times to get an update which no one can provide. This has been pushed to their "escalation team" who has not ONCE reached out. We have no ac and everyone is suffering. I'm not sure why they won't call me back, or let me know what the estimate on the part is but at this point I want a refund and I'll call someone else to come fix this but since no one can return a call who has any authority to do this, I feel this is my only choice. This company is ***** to sell you service plans but not nearly as enthusiastic about calling you back with any kind of update. I'm extremely unhappy with the unprofessional way this company handles customers.

  Business response

  10/17/2024

  Dear Kevin Morello,
  Thank you for taking the time to share your concerns regarding the service you received from Del-Air. We genuinely apologize for the frustration and inconvenience you experienced with your air conditioning unit.
  We acknowledge that our communication fell short, and we appreciate your patience throughout this process. To address your concerns, we have scheduled the installation of the blower motor for tomorrow. Additionally, we have offered you a one-year maintenance plan as a concession to show our commitment to resolving this matter.
  I want to assure you that we take your feedback seriously and are dedicated to improving our service. We have identified that the previous technician did not follow the proper procedures, and we are addressing this through a coaching session with our team.
  Please rest assured that we are here to support you and ensure your air conditioning system is functioning properly. If you have any further questions or need assistance, feel free to reach out to me directly.
  Thank you for your understanding, and we look forward to restoring your confidence in our services.
  Sincerely,
  Karoline
  Customer Success Team
  Del-Air

  Customer response

  10/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22428699, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Christine Fromel

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am the owner of the property at ****************************************************************************************************. I purchased my home brand new on 02/05/2021. Since then, my ** has broken four times, and Ive had to make multiple service calls for other issues as well. one being a bad install on my ac ducts that caused condensation and water leaking through vents. While speaking with a supervisor today, she mentioned that its simply my "bad luck" that the ** keeps breaking. Del-Air is refusing to take responsibility for the poor installation and is forcing me to pay $1,800 in labor alone to resolve the issue. I have an open case with Carrier, but Del-Air is failing to provide a full description of the service calls. I would appreciate it if someone could contact me at ************ to help resolve this matter.

  Business response

  10/23/2024

  Thank you for reaching out and sharing your concerns with us. My name is ********, and Im part of the Customer Success team here at **********************. I sincerely apologize for the frustration and inconvenience youve experienced with your ** unit. I understand how important it is to have a functioning system, especially after multiple service calls and issues.
  To address your concerns, we have replaced the necessary part under warranty and covered it for you, with only the labor charges applied, as the warranty does not cover that. Additionally, to help minimize the impact of the ** issue, we installed two portable units last night to provide temporary relief while we work toward a permanent solution. We truly regret the challenges youve faced and have taken action to make sure everything is handled properly from this point forward.
  Regarding the installation concerns, we are actively reviewing and retraining our team to ensure installations, including braising with nitrogen and proper line set evacuations, are up to the highest standards to prevent issues like this in the future.
  Please know that we are committed to resolving this for you and would be happy to provide the full details of the service calls as requested. Ill personally make sure this case is addressed with the urgency it deserves. If you have any further questions or need additional assistance, please dont hesitate to contact me directly.
  Thank you for your patience, and I will continue to follow up on this matter until it is resolved.
  Best regards,
  ******** ****
  Customer Success Team
  ********************************************* and Air Conditioning
  **********************************************************

• Initial Complaint

  10/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to Del-Air HVAC on 10/11/2024 to request a service appointment to get a quote for a repair of my bathroom ceiling fan. The duct came off the gooseneck on the roof and leaked water into my bathroom. The agent on the phone was able to secure me a next day appointment. I asked if there was any charge for them to come out for the estimate, to which I was told "no". I clarified the question again as most places do charge for them to come out, and was again told that the quote/estimate would be free of charge. When the technician came out on 10/12/2024, they isolated the problem, gave me a possible solution and then needed to call their supervisor to see what the cost would be. After calling their supervisor they told me that they would not be able to do the repair since that is out of their realm of service. No estimate was given as to what it would be to fully replace the fan that was having an issue. I was then told that I owed $99 for them to come out to take a look, even though that they could provide no solution to my problem, and that I was told there was no charge for them to come out. I immediately called customer service and spoke with ****** Explained the situation and she said that they do this type of work all of the time and someone should be able to help, but in another department. She "escalated" the issue and said I would have somebody call me back. Not only was I lied to about their being a charge for them to come out, they collected my money and offered me no solution. This whole process has been extremely frustrating and I still do not have a solution. I have not even gotten a receipt of my payment sent over to me! Extremely unprofessional and will not be using their services again.

  Business response

  10/16/2024

  Dear ******,
  Thank you for taking the time to share your experience with us, and I sincerely apologize for the frustration and inconvenience you encountered during your recent interaction with Del-Air HVAC. Your feedback is incredibly valuable, and we deeply regret that we did not meet your expectations.
  I understand that you reached out on October 11, 2024, to request a service appointment for your bathroom ceiling fan repair, and you were assured that the estimate would be free of charge. Its unacceptable that you were later informed of a $99 fee despite not receiving a solution for your issue, and I completely understand how disheartening this must have been. Its our goal to provide clear communication and reliable service, and its clear we fell short in this instance.
  I want to assure you that we take this matter seriously. Im pleased to inform you that a refund of $99 has already been processed, and you should see that reflected in your account shortly. I genuinely apologize for the confusion and the lack of resolution provided during your visit. Our team should have done a better job at addressing your concerns and providing a satisfactory outcome.
  If you need any further assistance or if there's anything else we can do to make this right, please dont hesitate to reach out to us directly. Your satisfaction is important to us, and we are here to help.
  Thank you for your understanding, and again, I apologize for any inconvenience this situation has caused you.
  Warm regards,
  ********
  Customer Success Team
  **********************
  Email: ********************************

  Customer response

  10/26/2024

  This complaint has not been resolved. The company has stated they have submitted a refund and that it would take 7-10 business days. Friday was the 10th business day and I am yet to be refunded! 

  Customer response

  10/26/2024

  I had been waiting to see if they actually refunded before closing the complaint. They said it would take 7-10 business days for refund to occur. 10 days has past and I still do not have a refund. I have called multiple times to request more information on this matter, each time I have been told my call will be escalated and I will receive a phone call back within 24 hours. I have NOT received any phone calls back regarding this matter. 
  

  This is still unresolved and at this point laughable that this company operates this way.

  Customer response

  10/28/2024

  I had been waiting to see if they actually refunded before closing the complaint. They said it would take 7-10 business days for refund to occur. 10 days has past and I still do not have a refund. I have called multiple times to request more information on this matter, each time I have been told my call will be escalated and I will receive a phone call back within 24 hours. I have NOT received any phone calls back regarding this matter. 
  

  This is still unresolved and at this point laughable that this company operates this way.

  Customer response

  10/28/2024

  I responded previously but this claim has not been resolved. I still have not been given a refund by this company. If it is easier you can call me to discuss. 
  

  ****** Kovacs 

  ************

  Business response

  11/05/2024

  Hi ******,
  I hope this message finds you well! I wanted to follow up regarding the refund process that we've been addressing. I understand there were delays and multiple escalations without resolution. Im pleased to inform you that your refund has now been processed, and we reached out via text, email, and phone to ensure everything is sorted out.
  If you still have any concerns or complications, please dont hesitate to reach out. Your satisfaction is our priority.
  Thank you for your patience!
  Best,
  ********
  Customer Success Team at **********************

  Customer response

  11/05/2024

   
  Complaint: 22414739
  
  I am rejecting this response because:
  
  

  The amount of effort required to get this refund was ridiculous. It should have never taken 4 phones calls and an email over ***************************************************** Since they actually refunded me they have called me twice. 

  Sincerely,
  
  ****** ******

• Initial Complaint

  10/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of Transaction: 7/3/24 Amount: $362.00 ($99 Diagnostic/Dispatch fee +$263.00 Electonic Refrigerant Leak Test)The night of July 2, 2024, my air conditioner was not blowing out cold air, and the unit outside had frost on it, so I called Del-Air for service. Two people came, one a salesperson, another a technician. After examining the unit, they asked me how old it was, I said Del-Air sold it to us in 2017 so it's 7 years old. Then the salesperson tried to sell us a brand-new model for an outrageously high price. The technician claimed that there may be a refrigerant leak because there was no refrigerant left in the unit. I agreed for him to perform an "Electronic Refrigerant Leak Test", afterwards he told me that the result was "Positive" in other words there was an refrigerant leak from the "Coils", and the "Coils" would have to be replaced. They gave me an estimate of how much the labor would cost. The next morning, the same two people came back, claiming that I had made a complaint to their manager, which I did not do. They said they had to look at the unit again, this time they said the motor was also not working, so they had to replace the motor too, they gave me an estimate of the cost of a motor, labor to replace both the motor and coils. The whole thing just seemed too strange to me. So later-on that day, I went ahead and consulted a different company, the person came and immediately he told me that the motor was not working, and there was nothing wrong with the coils. He replaced the motor and the refrigerant, the air conditioner has been working fine since, and it has been 3 months. So why did Del-Air said the coils were bad and charged me for the unnecessary "Electronic Refrigerant Leak Test" and tried to charge me for the Labor to replace the coils. And trying to sell me an expensive new unit. The whole thing seemed deceptive. I want a refund for the entire amount from Del-Air.

  Business response

  10/16/2024

  Dear Yeung,
  I hope this message finds you well. I want to sincerely apologize for the distress and frustration you have experienced regarding your recent service with Del-Air. We take your concerns very seriously, and I appreciate you bringing them to our attention.
  I understand that on July 3, 2024, you faced significant issues with your air conditioning unit, which ultimately led you to seek our services. You were charged $362 for a diagnostic dispatch fee and an electronic refrigerant leak test. I’m truly sorry to hear that you felt pressured by our technician and salesperson to consider a costly replacement, especially after being informed that your unit may have had a refrigerant leak and required coil replacements.
  It’s disheartening to learn that you received a different diagnosis from another service provider, who confirmed that the motor was the primary issue and that the coils were functioning correctly. I can only imagine how unsettling this experience must have been for you, especially considering the substantial amount you invested with us. We aim to provide transparent and trustworthy service, and I regret that we fell short in your case.
  We have made several attempts to reach you to discuss this matter further, but I want to ensure we find a solution that meets your expectations. Please email me directly at kleon@delair.com or let me know a suitable time for us to connect. I want to make sure we address your concerns and work towards a resolution, including the possibility of a refund for the charges you incurred.
  Thank you for your patience and understanding. I look forward to resolving this matter with you.
  Warm regards,
  Karoline
  Customer Success Team
  Del-Air
  Email: kleon@delair.com
  

  Customer response

  10/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22387401, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Yeung Tsui

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  August 2023, on advice from Del Air we made a decision to fully replace our 9-year-old A/C with the Bosch 10kW. This included the exterior compressor / condenser unit and the interior air handling unit, evaporator coils, blower, and air filters as well as updating our three zones and zone control board. Total cost: Approx $26,000.The installation team did not seem familiar with the unit and had to call out a senior technician and supervisor to assist with the job. Over the next several months the thermostats or the air conditioning system would fail requiring technicians to visit the home. DelAir stated the new system needed time to acclimate September 2023, the system failed, and a technician was sent. From Work Order *******, I performed diagnostic before replace the electric heater assembly w/breaker and found the everything wired wrong. Tech says he rewired everything, and the system was good at this time.December, 2023 the City of ************* failed the inspection of the work for it needed a 60 Amp breaker, not 45 Amps. July, 2024 the system failed and service technician advised us the wiring and the unit still had a 45 Amp circuit breaker. The technician bypassed the circuit breaker so that the system would work.We have spoken with ***** and ****, supervisors from DelAIr **************** about our challenges and our desire to have one of them come to the residence, tell us what we ordered, what has been installed, if the installation up to code and why we continue to use more electricity on a new system versus the old system. We have followed up weekly with the DelAir contact center for this in-person conversation has yet to occur (nor has there been an over the phone conversation).September 2024, we decided to file a complaint with the BBB as we feel we have been ghosted by DelAir. Anything that the Better Business Bureau can do to assist us in this matter would be appreciated.

  Business response

  10/07/2024

  DearKevin
  Thank you for your patience and for bringing this situation to our attention. We sincerely apologize for the issues youve experienced with your Bosch system installation. I want to assure you that we are fully committed to resolving this matter.
  *** Rheed has already reviewed the installation and breaker issue, and it has been fixed. ****** also conducted a full system check to ensure that the fan speeds and other settings on the Bosch 20 system are configured correctly. Additionally, ****** assessed whether the Ecobee thermostat should continue to be used or if switching back to the Bosch thermostats would be a better option for your system's performance.
  We understand your frustration with the delays and complications, and were confident that the steps taken will ensure everything is up to code and functioning as expected. Well continue to monitor the situation closely and are available for any follow-up questions or concerns.
  Thank you again for your patience and for allowing us the opportunity to make this right.
  Best regards,
  ********
  Customer Success Team
  **********************

  Customer response

  10/08/2024

   
  Complaint: 22345885
  
  I am rejecting this response because:

  I did meet with *** last week and he listened to my concerns and was going back to his office to review ALL of the service calls / trips that DelAir has been to my residence to service this new unit.  He DID NOT complete any repairs or advise of next steps.  I do have an appointment this week for additional discussions where I am hopeful they will be able to resolve this issue.  Blaming the thermostats that DelAir installed does not seem to be a fair assessment; when we discussed the new system one of the requirements we had was a smart system that is easily manipulated via app technology; Bosch technology was not that (per peer reviews of all apps).  The DelAir team selected the thermostats and installed them as part of the original installation parameters.

  Additionally, sending me a note that this is resolved ahead of any repairs or meetings is reckless and unprofessional.
  
  Sincerely,
  
  ***** *******

  Business response

  10/17/2024

  Dear Mr. ***************** you for your feedback, and I sincerely apologize for any miscommunication regarding the status of your service. I understand your frustration and assure you that we take your concerns seriously.
  We acknowledge that there are still outstanding issues to address. While our technicians ****** and *** visited your home and reinstalled the Bosch thermostats, we understand this did not resolve your concerns, and the follow-up meeting is crucial to fully assess and address all your needs. I appreciate your patience, and I agree that no issue should be marked as resolved before a thorough review and complete resolution have taken place.
  We recognize your preference for a smart system and your original expectations regarding the thermostats. Rest assured that during the upcoming appointment, we will carefully review all past service calls and ensure that the solution we provide aligns with your requirements and satisfaction.
  Once again, I apologize for any confusion, and we look forward to working with you this week to fully resolve the matter.

  Customer response

  10/25/2024

   
  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.

  Please note; we are actively working with DelAir to fully resolve this issue.  Both *** and ****** came out to our home on Tuesday 10/22/24 and to my knowledge they did repair/replace the faulty circuit breaker.  Additionally they reinstalled the Ecobee thermostats with custom settings that ****** obtained to work with our Bosch system.  We are currently monitoring if this has fully resolved the issue.  I will be sending ****** some data points over the next several weeks at which time he indicated we would meet again to discuss the long term solution.

  I appreciate the diligence both *** and ****** have displayed in trying to resolve this ongoing concern.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  09/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Del aire installed the A/c in our new home build in 2014, we purchased the prepaid 10 year warranty and maintenance program directly from them. There is one more visit prepaid maintenence call in January 2025 I have requested a refund for this no less than 4 times in the last few weeks We will not be using the last service as we won't be there. All 4 customer service representatives said I would get my refund and they would "escalate" my request to 'that department' and someone would call to confirm when the refund was issued. None would give me a direct number and I have not heard from anyone. This is unacceptable. The service will not be performed and all my paperwork and the representatives said I would get a refund I gave first notice Sept 9th 2024, plenty of time to cancel and refund a January 2025 appointment

  Business response

  10/01/2024

  
  Dear Kimberly,
  I sincerely apologize for the frustration and inconvenience you've faced regarding your refund request. It’s disappointing to hear about the lack of communication you encountered, especially after your multiple attempts to resolve this issue. We value our customers and aim to provide the best possible service, and it’s clear we fell short in your case.
  I understand that you purchased a prepaid 10-year warranty and maintenance program in 2014 and that you have requested a refund for the final maintenance visit scheduled for January 2025. It’s unacceptable that you had to escalate this matter multiple times without receiving a clear response or follow-up.
  I want to reassure you that your refund has now been issued, and we hope this resolution can restore your faith in our services. We acknowledge that this situation should have been handled more promptly and efficiently, and we are committed to improving our processes to prevent this from happening in the future.
  If you have any further questions or concerns, please feel free to reach out to me directly. Your satisfaction is important to us, and we appreciate your understanding and patience during this time.
  Thank you for your continued trust in Del-Air.
  Warm regards,
  Karoline Leon
  Kleon@delair.com
  Del-Air Heating and Air Conditioning

  Customer response

  10/02/2024

  Monday Sept 23rd Del Aire's representative called me and assured me the refund would be cut Thursday the 26 and in the mail system NLT Friday the 27th.  It is now the evening of Oct 2nd.  I have yet to receive the check.   

  Customer response

  10/03/2024

   
  Complaint: 22319730
  
  I am rejecting this response because:

  Monday Sept 23rd Del Aire's representative called me and assured me the refund would be cut Thursday the 26 and in the mail system NLT Friday the 27th.  It is now the evening of Oct 2nd.  I have yet to receive the check.   
  
  Sincerely,
  
  Kimberly Brandon

  Business response

  10/07/2024

  
  Dear Ms. Brandon,
  Thank you for your message. I wanted to inform you that the refund was issued some time ago, and you should have received it by now. If for any reason it hasn’t arrived, please let us know so we can investigate further and ensure it gets to you as quickly as possible.
  We appreciate your patience and apologize for any inconvenience this may have caused.
  Best regards,
  Karoline Leon 
  Customer Success Team
  Del-Air

  Customer response

  10/09/2024

  It is the evening of October 9th.  I still have not received the promised refunds for services not provided.  What else can I do?  Your assistance is greatly appreciated.  Kimberly Brandon

  Customer response

  10/14/2024

  I spoke to Ms Karoline this morning.  She is going to research our refund payment.  I have not received this payment yet.  This has been ongoing since September.  

  Customer response

  10/17/2024

  It was unfortunate that I had to involve the BBB but once Marvin and Karoline were involved they provided resolution.  Thank you

  Customer response

  10/17/2024

   
  Better Business Bureau:
  
  It is unfortunate that I had to involve the BBB.  Once Marvin and Karoline were involved, the provided resolution.  I received the refund form the unused portion of the units maintenance plan today.

  I have reviewed the response made by the business in reference to complaint ID 22319730, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Kimberly Brandon

*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. ↩