ComplaintsforDecatur Heating and Air, Inc

• Initial Complaint

  10/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company installed duct to kitchen 4/13/2016. The hole cut in the ceiling was too large for the vent cover. I mentioned this on two occasions to techs who came out for regular maintenance. Neither time did anyone call me back. The following events all occurred this year (2022). Spring maintenance scheduled 4/26. I spoke to ****** and told her what the issue was with the vent, she said ***** (tech) would look at it. ***** took photos of vent & agreed it didnt look right. ****** knew ***** would be bringing a report back to the office. Called office 4/28 or 4/29, talked to ******, she said she would tell ****. No one called back. Called & spoke to ****** 6/13, she said someone would call back by 6/14. No one called back. Called 7/7, spoke to ****** who said ***** no longer worked ************* qualified to assess the vent install. ****** said it was her fault for not making sure the problem was resolved, but it was too hot now & all techs were working on fixing broken ACs. No one called back. 9/29, spoke to ****** about fall maintenance, I wanted assurance the tech would be qualified to assess the vent issue & resolve it. ****** could not do this. She said someone would call back, no one did. 10/4 Left message with *** for someone to call me. No one did. 10/5 Called and spoke to ******, who now says they are trying to contact ***** (the tech who doesnt work there anymore & wasnt qualified to assess the situation). 10/6 Tech **** came out for maintenance service & looked at vent. Said the hole was not cut properly & best solution was to install a slightly larger vent cover. He said he would tell ****. No on called back. 10/18, called & spoke to ***, she said ****** or ****** would call back. No one called back. I wish I had room to tell you the companys self proclaimed values but you can find them on the website. They failed on every count. The website says our work is 100% guaranteed but no one there seems to wants to fix this!

  Business response

  11/15/2022

  Our work is 100% Guaranteed within the communicated warranty timeframe. This customer reached out 6 years later wanting warranty work to be done.  Reached out over 5 times since 10/28/2022 to schedule this repair and make it right even with the labor warranty being expired over 5 years. ******** has refused scheduling until we give her a step by step of what we will be doing when we arrive, after telling her the step would be to repair the vent and clean ceiling that is dirty ( 6 years later ) at no charge to her. This was not suffice for her. When she is ready to schedule we will get her taken care of. 

  Customer response

  11/15/2022

  Complaint: 18299534
  
  I am rejecting this response because: I did not ask for a step by step description about what was going to be done. I spoke to ****** on 11/10/2022, she told me they would fill or fix the hole. I asked if this meant the vent cover was going to be replaced. She said it might mean that but didnt know. I dont think ** expecting too much in asking to know what work is going to be done, the steps ought to be pretty simply. Step 1, remove old vent that is too small, step 2, install new vent that will completely cover hole. Ill even let them skip cleaning the ceiling. *****, the tech who doesnt work there anymore and wasnt qualified to assess the situation suggested patching (filling or fixing?) the hole. ****** told me on 7/7/2022 that ***** no longer worked there and he wasnt qualified to assess the situation. So, knowing that from the office manager I would take that to mean patching (filling or fixing) the hole is not the correct solution. ****, the tech who works there and has 15 years experience, suggested the best option would be to replace the current vent cover with a slightly larger one. How much can this cost the company in the spirit of customer service and following their own company values?  The 100% satisfaction through quality install and products advertised on a recently received post card doesnt mention a time limit. I didnt notice the problem immediately. I do wish I had documented who I spoke with, at least 2 tech before COVID, when they were here on 2 different occasions and neither tech did much. Its not like this is $1000s of dollars worth of work for the company and I cannot understand a company whose first listed value is glorify God through business. Is this how ***** would want you to treat your customers? Is this how you want to be treated? Honesty and Integrity, really? Prompt and trusted service, not even close. Unequaled performance and accountability within our team, Im not seeing that at all! Let me mention my husband is in his 80s and I am in my 60s and it sure seems like the company is being intentionally about the repair, trying to trick us into letting someone into our home and then doing something we didnt want done.
  
  Regards,
  
  ***** & *******************************

• Initial Complaint

  07/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have a contract with them since 2018 and they are to come out and service my AC unit every 6 months. I have to take off work to do this and they have not done any service in over 9 months. They call and cancel my appointment saying they don't have a rep to come out after making an appointment and then when I go online and set one up they do not respond. The office manager will not work with you just says cancel your contract. I have ask the owner to contact me or someone who can speak to people in a polite manner to call me. I get no response. They take my money every single month and have done nothing in return.

*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. ↩