D & T Heating & Cooling, Inc.

Review: We were covered under a home warranty, American Home Shield. We had an airconditioning issue. The home warranty company sent D & T Heating and Cooling to our home. D & T came to our a home a few times for the same issue. Finally, we were told that we needed a new air conditioning coil. The home warranty company agreed to the work, even though we were no longer covered, since it was an existing condition. D & T came out on 3/26/2015 and replaced the coil. When we put the air conditioning unit on, the same thing is happening and the problem was never resolved. I called D & T, and they told me to call American Home Shield; I called American Home Shield, and they told to call D & T. We paid D & T $602.00 to pay for what the home warranty company would not cover.Desired Settlement: I would like D & T to give me a refund of the $602 that we paid them, or I would like them to come back out, like they stated on the receipt, to balance the refrigerant.

Business

Response:

Complaint id [redacted] Attached is the invoice from when we made the corrections on the air conditioning system, we balanced the refrigerant as requested. This got mixed up because when the homeowner called it was a weekend and we didn't have the information in front of us when they called in. Since this is a home warranty claim with [redacted], their protocol is when a client calls in with follow up information we must have them call the claim in to AHS, on this one the because it said on the previous invoice that we may need to return to balance refrigerant, AHS referred the client to call us back to clear up, again since this was a weekend we did not have access to the invoice and followed normal protocol..We corrected this as requested to the client with no charge to them. We apologize for the inconvenience, since we are the middleman on this, sometimes they go in direction they should not go because we don't have all the information after hours.

Review: My husband and I recently moved into a new house. On 1/4/15 we returned home from vacation and realized our heat was no longer working. On Sunday we had a heat tech come out and diagnose the problem. First thing Monday morning we called our home warranty company. They told us we need to make an appointment with this company so they can come out and diagnose the problem- and we had to pay them $75.00 to do that. D&T couldn't come out until Wednesday morning despite the incoming snow, 8 degree weather and the fact that I am pregnant. According to our alarm system, the tech was at the house for about 10 minutes to collect his check and blame the issue on having no electric to the unit. An electrician was called and luckily they came out a few hours later. They showed me how there was power to both the inside and outside unit. The electrician advised me to call D&T back immediately and let them know that they made a mistake. I did and what I encountered was some of the worst customer service I have ever experienced. I explained to the extremely rude woman who claimed to be a manager that the tech, [redacted], must have made a mistake. She told me there was nothing she could do for me and that the electrician had to be incompetent because [redacted] has supposedly been doing this for 7 years. She refused to send him or anyone else back out to our house and told me there was nothing else she could do for me. The electricians were still there while I was on the phone and witnessed how incredibly rude and snappy this woman was to me and them.

We called our home warranty company to let them know what happened. We explained that this company is never welcome in our home again and they understood why. They actually apologized for this awful company and assured us that someone competent would be out today to fix it. It is a serious health issue to leave a pregnant woman in a house without working heat while a tech stops by for ten minutes to give us a run around when we have been waiting since Monday morning for an appointment. There is no excuse for that woman to talk to me the way she did.Desired Settlement: I would also like an apology. It is never okay to talk to someone the way this rude woman talked to me. I understand that mistakes happen but this woman was not willing to even consider that her tech made a mistake. She blamed everyone else but her own personnel. It is freezing in that house and that is not healthy for me and the baby but this woman made it clear that since it wasn't her family it wasn't her problem.

Business

Response:

We are sorry that you feel the way you do about the service you received. Upon arrival to your home, which no one was home, it took us 3 attempts to gain access to the home. We found that your home was 70 degrees on an 8 degree day. My technician who has been with my company for 5 years determined the outdoor unit was not working due to no voltage. Since this is a home warranty claim we are not authorized to make repairs to the electric outside of the hvac units. We transferred the call to an electrician and proceeded with our schedule.Our tech was dispatched to your home at 9:55 am arrived at 10:14 and completed the service request 11:35 am. After finding the out the electrician determined that the outdoor unit had power, you called back in demanding that we come back to you home immediately. I am sorry but on an 8 degree day and your home being 70 degrees, you had heat and we did not deem that as an emergency. We did not leave a pregnant woman in a home that was freezing. We wanted to reschedule this for another day because most of our clients had homes with no heat, but this was not acceptable to you. Since you have a warranty with American Home Shield, we have to follow their rules. [redacted] did ask you to call AHS about this problem and you refused. We are only a contractor for AHS and again, have to follow their protocols. She also let you know that if you called AHS, they may be able to get another contractor out to your home today. Again, you refused. I do apologize to you if you feel that our office personnel was rude, that was not our intentions, but we did try to rectify the situation to no avail.

Consumer

Response:

We can not say enough about D & T Heating and cooling. They are a great company to work with. My family has never had any issues with them and I love that they are a local business that is Family owned & operated. It is very important to us that we support Local Businesses. You will not be disappointed when you call them.

I had [redacted] put a completely new trane heat pump in 2010. works great, and excellent service. good bunch of local guys. [redacted]

Review: We contact the company to have an appointment cancelled due to the fact that it was going to be 48 hours since I called my insurance company to have the air conditioner fixed. We set up an appointment originally but in the mean time someone else was able to come out and complete the issue the day before the appointment was scheduled. We contact this company and someone gave us a different number to call to cancel the appointment. I received a bill charging me for the technician from this company coming out. When the insurance company was contacted they first sent an email to this company for resolution on what exactly occurred which was done Wednesday, July 23rd. On Monday, July 28th I contacted the insurance company and they stated that they never received information back from the company. The representative then proceeded to contact the company for resolution. The company states that they never received a cancellation. The company was then contacted by someone other than myself and spoke to [redacted] stated that she never received a cancellation and that the technician arrived but no one was at the residence. We told [redacted] that someone was here and her technician was fully described to her and then she proceeded to state that she would have to call that technician. So she contacted the technician and then told us that he was there and there was someone at the residence but they never received a cancellation. I then contacted this company myself. While speaking to [redacted] she stated that they have no cancellation and that we would have to bring this information up with our insurance company because it has nothing to do with them because she is not charging us. I then proceeded to tell her that she is charging them which means that she is receiving payment for something was not our fault. She first stated no one was home, now she states that someone was home but no one cancelled the appointment so she paid that driver to come out. I asked her does she even have a record we called and she stated no. From my understanding this company does not keep appropriate records either way if she is stating that when the technician came no one was here. She continued to say that no one would have given a different number to call but apparently no one in her office can make any mistakes either.Desired Settlement: This business should remove the information that was provided to AHS incorrectly due to the fact that this business was unable to provide correct information at the beginning of this situation. Which leads me to believe that they are inadequate of keeping proper records which would have shown that we contact them to inquire about cancelling an appointment and we were referred else where.

Business

Response:

After further investigation, we found that this call was cancelled the night before the call was ran. Unfortunately our technician was dispatched to the home at 8 AM the next morning, not giving our office enough time to read the emails sent by our answering service before he was dispatched. I will contact the insurance company and let them know. We are sorry for the confusion.

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.

The company was professional and able to identify and solve the problem with my AC, but an area where they struggled was accurately scheduling when the techs would arrive. In the 3 visits necessary to identify a problem caused by low refrigerant in the unit and refill it, they said they'd arrive 8-12 on Saturday: arrived at 3:45pm; then for follow-up 12-4 on Wednesday: arrived at 5:45pm. They were on time their 1st visit (the Tuesday preceding the Saturday appt.)

I know that this is their busy season, but more accurate scheduling or more communication would have been appreciated.

I had a great experience with D+T. The tech quickly assessed our heater's problem, and had all necessary parts to effect a same-day repair. The technician was very professional in appearance and demeanor, and quite friendly, to boot.