ComplaintsforJoe Dvorak & Son Heating & Cooling

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 4th this year, I had hired them to fix my heat pump system. Their technician came, charged our system, checked for leaks and told us not to use a air filter... Even though I'm sure it's there to keep dust and dirt from building up on the coils and heat exchangers. Regardless, the system still worked didn't work correctly. The electrical usage was just as bad after servicing and we relied on our Aux heating to keep the house warm. Now that it's warmer outside, the AC doesn't work. I have asked them to make it right and fix the problem, and they will. For an additional charge of fees. I will not pay them more money to come back out and most likely not fix it again.

  Business response

  05/08/2024

  This customer was provided service on a very old system that was inoperable upon the service call. He was provided with an estimate of proposed work and advised on a best- and worst-case scenario for the system. He chose to repair this system, knowing the age of it. The system was serviced for 1.5 hours and went from non-operational to operating to it's capacity upon completion of the service call. He was advised not to stack 2 filters in the system which it had upon the service call. The customer was charged the low end of the proposed work. The customer did not call us to report any further issues with his heating system. Had he called to report a heating issue we would have went back and did a follow up for no charge. After 4 months of operation, the customer threatens to report us on BBB and ****** with a negative review unless we come back and service it for free. His cooling may have a completely unrelated which could have occurred within the 4 months. We have been in business for many years and it is not the practice to be untruthful or unethical with any customer. Our technician has been providing excellent service among the community for an extensive amount of time. Again the system was running and working properly upon completion of the service. The customer left our company a 5-STAR review for service, price, technician and timeliness (see attached).

  Customer response

  05/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21******* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Heat pumps do not work if the outside temperature is below a certain temperature. Which if I remember correctly it is 35F. It being the middle of winter with temperature way below that, the heat pump didn't get the chance to run, only the AUX heat. Which the before and after electricity use shows. So either the heat pump worked (in this case according to them) for the following month using the exact same energy as an electronic furnace did beforehand. Or the heat pump didn't run at all due to temperature being to low. And once it was warm enough to turn on, it didn't. 

  If they were probably training their technicians, they would have checked for leaks in the system. "Upon discovering a unit is low on refrigerant the first step is checking all fittings and coils on the system.." Which they hadn't bothered to check. How else is the heat pump system low on Freon within a few months when if there is a tiny leak it would usually only need recharged once every couple years at the most.

  I know they won't properly fix and I've come to accept it. I will either get a more reliable company to fix my unit or purchase a new one. I will not recommend this company to anyone. You may mark this ticket as closed, and leave the one star review to warn others.
  
  Regards,
  
  **** *****

*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. ↩