Daniels Heating and Air Conditioning, LLC

Complaint: [redacted] I am rejecting this response because:I never received your bid via email and or any additional correspondence from your companyA folltelephone call would have been the professional way to handle the situation since you guys were already aware of the issue I was having and that your attempts to repair did not resolve the problem at the time you offered to send me a bidAnyways, I am sorry that I contacted your company to repair the issue because I basically threw $of my hard earned money down the drainYour refusal to remedy the situation now after the fact has caused me to never use or refer your services to any of my fellow patrons or family members Regards, [redacted] ***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Complaint: [redacted] I have contacted Daniels Heating and requested a full refund of the trip fee and an additional $to fix the scratched access panelDaniels has indicated they will mail me a check for $When I received this check and cash it, I will accept this as the resolution of the complaint Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Complaint: [redacted] I am rejecting this response because of the following:I am not satisfied with the response that was received from Daniels Heating & Air Conditioning, LLC, regarding my request for this company to remove the [redacted] Heating and Cooling System that was installed in my home, along with them refunding the expenditures that were paid for this systemAgain, on their original response dated June 16, 2015, they indicated that they would not be able to honor my request, since ultimately they had determined there is nothing wrong whatsoever with the system that I purchased They had further stated that although they did offer me their 365-day money back guarantee, the guarantee was meant to protect me from equipment which does not operate as advertised or is otherwise defectiveAgain, this is not how their 365-day money back “satisfaction” guarantee was explained to me, including the extended guarantee that I was givenI was told that if I am not 100% completely satisfied with their system for whatever reason, I could request removal of the system from my home, along with a refund of the expenditures that were paid for the systemNowhere on any documentation that I was previously given, does it state that this guarantee would apply due to the aforementioned conditions related only to the equipmentTheir initial estimate and invoice clearly state: “Includes day money back satisfaction guarantee,” along with the day extension of this guarantee that was given on letter dated July 1, 2014, which neither document makes reference to any additional disclaimer(s) regarding any stipulations to this guaranteeNow in their most recent response dated July 16, 2015, they are indicating that the Refrigeration Unit and Furnace passed inspection by the [redacted] on June 18, 2013, along with having a [redacted] Representative inspect the system in 2014, and, ultimately, determination made that the system was installed to specifications and that the unit was operating properlyThey are now also stating that if I am dissatisfied with the [redacted] Unit, I need to contact [redacted] CorporationFirst of all, as far as the [redacted] Representative explaining to me that the unit had been installed to specifications and the unit was operating properly, this is not trueThere were numerous items that needed to be addressed with the installation of this system, that were ultimately affecting the operation of this systemIn fact, when I asked their Service Manager for a final diagnosis that was given by the [redacted] Representative, he simply stated that he (the [redacted] Representative) was just a Sales Rep for this areaHe further stated that the person they had on the phone from ***, was actually the one that had helped diagnose some of the problems that I was experiencing with their system, which if these problems had been known at the time of inspection after the initial installation in 2013, this Unit would have never passedSecondly, as far as them now stating that if I am dissatisfied with the [redacted] Unit, I now need to contact [redacted] Corporation Well, I purchased this system directly from Daniels Heating & Air Conditioning, LLC, and have an agreement with them and not directly with ***, so this request is definitely not acceptableRegardless, I believe this company needs to honor their promise and fulfill their written agreement of their “365-day money back satisfaction guarantee” as shown on original invoice dated May 21, 2013, along with extension of this agreement that was given for another days, as shown on letter dated July 1, As previously indicated, I still have concerns with the hot and cold spots in my home, along with the noise level of the condenser, and I am not 100% completely satisfied with the overall [redacted] Heating and Cooling System that was installed in my homeIf this company never intended to honor their “customer satisfaction/money back guarantee,” as shown on the aforementioned invoice and letter, along with verbal affirmation, they should not have included these statements on their documentation, or they need to include any stipulations to this guarantee on their documentation, so there is no misunderstandings regarding their specific requirements under this guarantee Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

1st visit, November 13, 2017 I got dispatched to a plumbing call in the late afternoon for a main line water leak I arrived at the customers house Mr *** *** and he had dug a hole to find where he was leaking waterWhen we arrived, we could barely see the top of the pipe as it was
about feet deep and in a bad position close to the side walkHad my helper dig around the pipe so we could have a bit more access to the main lineit was muddy and very difficult to dig because of all the waterwe dug by hand and used a vacuum to keep removing the waterFinally, we exposed the pipe after digging for about minuteswe turned on water to find where the main line was leaking fromI found that it was leaking from the tee off of the main line feeding the sprinkler system, the customer explained to me he has had to repair this line a few other timesSo, I explained to him because this was an emergency call we would fix the line today, but I recommend he has a line locater find the location of his entire main line have them mark it and we would return to give him an estimate to replace the entire main lineHe said he was just going to repair itSo, I explained to the customer I would give him a break and charge hourly at $an hour plus materials even though there was two guys which is usually $an hourHe said ok he needed it fixedI went to get the parts to repair the line, we were attempting to fix the line without having to use a repair compression tee but unfortunately because the hole was so tight and deep it was too difficult to do without the compression teeso, I returned to Lowe’s and get a compression teewhich the customer was clocked out for as is every customer when we are on a part runI returned and installed the compression fitting repaired the line to the sprinkler and pressurized the main line and sprinkler lineI tested with gauge at hose bib and no drpressure with main water offWe visually inspected the main line and no leaksI wrote ticket and tried to collect, and the customer refused to pay he accused me of charging him too much and that he could have repaired it in hoursI tried to explain to him that because of the location of the line it was a bit more difficult than and if I could have finished it quicker we would have, the location and circumstances were not the company’s faultI tried to contact office to collect with no answerIt is now 7pm at night so I just told the customer I would remove the hours and just collect the remaining which is on ticketthis was an emergency call at the end of a work day and probably should have been after hour charges anywaysCustomer stated he wanted to bury line to save money on labor 2nd visit, November 21, 2017, so I returned to Mr ***’s home because he called office saying that his line was leaking stillwhen I arrived, I asked him where it was leaking from he stated that it was leaking from the tee fitting we repaired so I removed all the water and mud and found that the leak was coming from under the dirtabout a foot or a foot and a half from where the initial repair was donethe fitting had cracked at the threaded connection, I explained to him that this will continue to happen, his line is weak, and he never buried the line so a combination of the cold temperatures at night and early mornings were probably the causewe never took out ANY tools other than our vacuum and a small hand shovel to find the leak since it was from an area that was not dug up yetI gave him a written quote flat rate and explained he must sign the invoice before we start any repairs because of payment issues last visithe told me I was going to fix his line and then we would discuss charges, again, I told him we would not repair the line until I received a signature, he then began to accuse me of buying tools last time I was at his home and charging him for them and I explained to him I pay for my own tools and told him to call the officeCustomer refused to pay charges for return service call. NOTE : As far as being unprepared I have ALL my own tools and am always prepared for my jobs but water leaks there is no way we can keep all the parts we would need to repair every houses main lines. We submitted a quote for our recommended repairs to customer

Thank you for your comments. This is definitely not the standard of service our customers have come to expect from us. We are truly sorry to hear that standard was not met in your interaction with our business. Our records indicate that a bid was emailed to you with our recommendationsWe appreciate your feedback. Revdex.com: Respond to Complaint

We look forward to working with you to resolve this matter during your recent service call and miscommunication about pricing We have called and left several messages without a call back to resolve this and to refund the trip charge associated with this service call We will
need to refund you via your method of payment which was on your charge card and will also need that information, we do not keep that information Please call us at your earliest convienence

Complaint: [redacted]
I am rejecting this response because:I never received your bid via email and or any additional correspondence from your company. A follow-up telephone call would have been the professional way to handle the situation since you guys were already aware of the issue I was having and that your attempts to repair did not resolve the problem at the time you offered to send me a bid. Anyways, I am sorry that I contacted your company to repair the issue because I basically threw $390 of my hard earned money down the drain. Your refusal to remedy the situation now after the fact has caused me to never use or refer your services to any of my fellow patrons or family members. 
Regards,
[redacted][To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

Complaint: [redacted]
I am rejecting this response because of the following:I am not satisfied with the response that was received from
Daniels Heating & Air Conditioning, LLC, regarding my request for this
company to remove the [redacted] Heating and Cooling System that was installed in my
home, along with them refunding the expenditures that were paid for this
system. Again, on their original response dated June 16, 2015, they indicated
that they would not be able to honor my request, since ultimately they had
determined there is nothing wrong whatsoever with the system that I purchased.
They had further stated that although they did offer me their 365-day money
back guarantee, the guarantee was meant to protect me from equipment which does
not operate as advertised or is otherwise defective. Again, this is not how
their 365-day money back “satisfaction” guarantee was explained to me,
including the extended guarantee that I was given. I was told that if I am not
100% completely satisfied with their system for whatever reason, I could
request removal of the system from my home, along with a refund of the
expenditures that were paid for the system. Nowhere on any documentation that I
was previously given, does it state that this guarantee would apply due to the
aforementioned conditions related only to the equipment. Their initial estimate
and invoice clearly state: “Includes 365 day money back satisfaction
guarantee,” along with the 365 day extension of this guarantee that was given
on letter dated July 1, 2014, which neither document makes reference to any
additional disclaimer(s) regarding any stipulations to this guarantee. Now in
their most recent response dated July 16, 2015, they are indicating that the
Refrigeration Unit and Furnace passed inspection by the [redacted] on
June 18, 2013, along with having a [redacted] Representative inspect the system in
2014, and, ultimately, determination made that the system was installed to
specifications and that the unit was operating properly. They are now also
stating that if I am
dissatisfied with the [redacted] Unit, I need to contact [redacted] Corporation. First of
all, as far as the [redacted]
Representative explaining to me that the unit had been installed to specifications
and the unit was operating properly, this is not true. There were numerous
items that needed to be addressed with the installation of this system, that
were ultimately affecting the operation of this system. In fact, when I asked
their Service Manager for a final diagnosis that was given by the [redacted]
Representative, he simply stated that he (the [redacted] Representative) was just a
Sales Rep for this area. He further stated that the person they had on the
phone from [redacted], was actually the one that had helped diagnose some of the
problems that I was experiencing with their system, which if these problems had
been known at the time of inspection after the initial installation in 2013,
this Unit would have never passed. Secondly, as far as them now stating that if
I am dissatisfied with the [redacted] Unit, I now need to contact [redacted] Corporation.
Well, I purchased this system directly from Daniels Heating & Air
Conditioning, LLC, and have an agreement with them and not directly with [redacted],
so this request is definitely not acceptable. Regardless, I believe this
company needs to honor their promise and fulfill their written agreement of
their “365-day money back satisfaction guarantee” as shown on original
invoice dated May 21, 2013, along with extension of this agreement that was
given for another 365 days, as shown on letter dated July 1, 2014. As
previously indicated, I still have concerns with the hot and cold spots in my
home, along with the noise level of the condenser, and I am not 100% completely
satisfied with the overall [redacted] Heating and Cooling System that was installed
in my home. If this company never intended to honor their “customer
satisfaction/money back guarantee,” as shown on the aforementioned invoice and
letter, along with verbal affirmation, they should not have included these
statements on their documentation, or they need to include any stipulations to
this guarantee on their documentation, so there is no misunderstandings
regarding their specific requirements under this guarantee.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Re: [redacted]In regards to Mr. [redacted] request on removal of the [redacted] High Efficiency Dual Fuel Heat Pump System. Daniels Heating & Air Conditioning, LLC, has made several attempts to resolve Mr. [redacted] concerns. On June 18th, 2013 a Mechanical Permit on the Refrigeration Unit and the...

Furnace passed the Inspection by the [redacted]. In 2014 we had a [redacted] Representative out of Utah accompany Daniel and our service manager to Mr. [redacted] residence to inspect the installation of the unit and to verify the [redacted] unit was working properly. There were no issues with the unit. The [redacted] Representative explained to Mr. [redacted] that the unit was installed to specifications and the unit was operating properly. We have offered to extend on a customer satisfaction guarantee to 2 years. If Mr. [redacted] is dissatisfied with the [redacted] Unit he needs to contact [redacted] Corporation. Daniels has done everything we can do to try and satisfy Mr. [redacted].    Please call me with questions or comments,Sincerely, Paula J[redacted]

Re: [redacted]In regards to Mr. [redacted] complaint on repair issues; Our Technician was very professional with his service and trying to resolve the problem. The customer was noted verbally and was given a description on Invoice [redacted] that R22 was added, Note: add for leak search,...

repairs. Mr. [redacted] also mentioned in his complaint that $230 was offered as a credit towards a new unit, which is untrue. The Operations Manager offered to credit the entire invoice amount of $693.27 towards a new unit. Mr. [redacted] was a given a choice of (2) estimates where Daniels HVAC was discounting the sale. The Operations Manager spoke to Mr. [redacted] several times to resolve this issue and make sure Mr. [redacted] would be satisfied.

Complaint: [redacted]
I am rejecting this response because:The response made by Daneils HVAC in attempts to resolve this matter is not only a complete misrepresentation of the truth but also an insult and further demonstrates the poor customer service and ethics of this business. First, their response says this was an emergency call at the end of the work day which you can see from the invoice I’ve attached that I placed the call for the work at 10:33 am on a Monday and they arrived at my residence at 1:34 pm on the same day, and “completed the job” at 5:44 pm. second, when they arrived to my home the area had already been completely dug out and the pipe was exposed because I had a friend of mine present who had helped me do the digging while we were waiting for the technician to show up all day. The invoice also shows that they first tried to bill me for 3.5 hours of work and after Not to be charged for their trip to Lowe’s for other materials, the tech billed me for 2.5 hours instead to account for the time he left my home to go get more materials. Lastly, the check Ive attached shows that I paid in full at the time of service because he assured me the leak was fixed and there was going to be no other issues. However, several days later the line began to leak in the exact same spot where it was repaired. Again, I dug up all the dirt, removed the water and exposed the pipe to ensure where the leak was , which I verified was from the area which he repaired a few days prior. After damaging a part of the pipe a foot away from where he repaired prior , the tech lied and said the leak was from somewhere else and it would be an additional cost. I still have the portion of the pipe he damaged as proof. I  informed him that I was not going to pay anymore money and that the job needed to be done right the first time and it obviously wasn’t so I wanted them to fix what they said they were going to the first time that I had already paid for. The technician told me that I would have to contact the office and discuss that with them to see if they would repair the leak, as they should have the first time, instead of charging me an additional fee. He left my home and I called the office to discuss my  frustration and how I expected them to come out and repair the leak for no additional costs because it was leaking still from the same spot. I was sent on a goose chase by this company for days on end as they promised me they would send out another technician, and then they would email me a quote, so on and so forth, and then eventually they never returned my calls and or never came back to my home to fix the leak .  I had to spend an additional money out of my pocket and hire another company to come out and fix the leak properly. For them to come out and “fix the leak” which started leaking again from the same spot several days later goes to show that they did not do the work correctly the first time around. Again they were unprepared for the job, tried to rack up additional expenses, then  damage another area of the pipe to try to say the leak was from there,  when the main problem was that they didn’t do the job right the first time and couldn’t own up to it to remedy the leak the second time around. 
[redacted][To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

Complaint: [redacted]
I have contacted Daniels Heating and requested a full refund of the trip fee and an additional $20.00 to fix the scratched access panel. Daniels has indicated they will mail me a check for $93.83. When I received this check and cash it, I will accept this as the resolution of the complaint.
 
Regards,
[redacted]
 
[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]