Dix Hills Air Conditioning Inc.

Review: Dix Hills installed new system in a two-fold manner, that is 2 complete systems to handle upper and lower halves of the 1950s split level house. System began to under perform thereafter.

The Upper System blew hot air time after time. The Lower System couldn't handle whole house load (it was not designed to). Service personnel were slow to respond and did a number of tests and could not agree on where/what the problem was. A cycle of getting some cool air in the summer after numerous visits followed by failure to cool at all in the spring-time set in.

A inconclusive dye test last year failed to find any leaks in system, but coolant gas kept showing low levels. This spring was the third year in a row in which this system couldn't cool house after hours of operation. This year's repair person found a leaky coil in attic based on last year's inconclusive dye test. It appears to be a very slow leak in a hard to find place. Since the latest visit (** May 2013) the needed Evaporator Coil has not been installed. The house temperature is over 90 degrees at night. Office person blames manufacturer for not supplying part and has no idea when it might come in. They plan to call when they have it whenever that might be.

Owner called once from unlisted source to admit he needs to fix situation and plans to do something. What he's going to do or or when is not clear. Office and/or owner do not follow up with any news of a solution.

A five (5) week delay in 90 degree weather after three years of constant problems is completely unacceptable and shoddy response for an A+ Revdex.com company. It seems clear to me that Dix Hills sold a defective device and failed to correct situation. If manufacturing company was going to respond with part, they would have done so by now. If I am stuck with a defective part(s) for which no repairs are possible, then Dix Hills needs to replace this unit with something they can service. They can't hide behind their unresponsive supplier.

Much of my employment involves work from a home office. I find it hard to impossible to work or sleep at home under conditions Dix Hills has caused in my home. This situation is unjustified and unreasonable and continues day by day without resolution.Desired Settlement: ---Fix defective coli immediately OR replace unit with an alternate unit.

---Apologize for unreasonable delays.

---Pledge to do better in the future.

Business

Response:

Hello, sorry for the delay.... This customer had a defective coil, which we had ordered from the supplier, it did take longer then expected to be delivered... it was ordered May [redacted], 2013 and it arrived at our shop June [redacted]. We removed the defective coil and installed the new one for the customer.. to my knowledge the customer is happy and all is working as it should... I can understand the customer was not happy, but again the problem has been fixed, and we are stuck just like the customer waiting for parts.. we do not make the equipment so we must wait for it to arrive from the manufacturer... but I do feel we did our best to correct the problem for the customer as best we could... We have a copy of the invoice for the replacement coil showing the date ordered and the date delivered if you need to see it...

thank you

Dix Hills Air Conditioning Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,