Delaware Heating & Air Conditioning Services Inc.

Our company received a notification on 8/29/16 that we have not yet responded to a complaint that was issued on 6/28/16. Our office had not received the original complaint, but only the follow up notice. Mr. [redacted] placed a call to our office in June reporting a noise the the unit was making...

upon shut down. Our office staff will ask for settlement date to determine what their warranty is with regards to parts and labor. Given Mr. [redacted]’s settlement date he was advised that his home was out of labor warranty, but parts warranty remained. The rates Mr. [redacted] stated are inaccurate as that is not what we charge. Mr. [redacted] felt due to the system making a noise and it had done this previously while he was under warranty then this call should be covered as well. Our office went by standard procedure and advised him that the home was out of warranty, once out of warranty any repair is covered for 30 days. The last time we were at this home was on 8/27/15. At this time no manager was requested or any further action. Our office did follow their standard procedure. We never heard from the customer. We then received the complaint notice on 8/29/16. I reached out to Mr. [redacted] on 9/1/16 to let him know we would come out to the home and inspect the noise. If it was found to be the metal cabinet housing at the outdoor then we would not charge him, but if it was a completely un-related issue then it would be our standard billable call. He stated he has since had someone come out to the home to inspect the noise. He did not advise the other companies findings. I did advise Mr. [redacted] that if he had an issue in the future please request to speak to a manager so someone higher up could look into this matter for him. At this time this matter is closed out.       [redacted]   Delaware Heating & Air Conditioning Services, Inc. [redacted]
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We received a letter from the Revdex.com regarding the above referenced customer. Please see the following information pertaining to the customer's history and our explanation of the events.
6/16/14: The customer contacted our company in the evening hours to report the AC was not cooling...

properly. A service appointment was made for 6/ 17114.
6/ 17/14:  Diagnostics revealed that the compressor was not operating properly and needed to be replaced. The compressor was ordered and expedited.
6/19/1 4:  The compressor was replaced and operations were tested. The system was working properly.
6/25/ 14: The custom er contacted our company in the late evening hours to report the AC didn't seem to be cooling. I had advised her that the first avail able appointment was 6/27/14. I also advised her that I would put her on the cancellation list and if something became available I would put her at the top of the list.
6/27/ 14: The customer called and advised she wanted to reschedule her appointment. She requested 7/3/14 in the afternoon and we put her on the schedule for that date.
711/ 14: The customer contacted our office around 6:00PM requesting service for the AC. She was advised that we were booked and she already had a scheduled appointment, which she requested the week prior, for 7/1/14. She was not happy about this. We explained to her that given the high temperatures we were experiencing a very high call volume and were booked. She proceeded to yell at the on cal l and state she would call every hour on the hour.
7/2/ 14: The customer contacted our office and still proceeded to yell at our office employee, she requested to speak to a manager. I am the office manager and called her back shortly after I arrived into the office that day, which was approximately 1030AM. I had explained to her that she bad an appointment previously , which she cancelled and rescheduled. We were now booked and if we were able to get out before 7/3/14 we would . She proceeded to threaten litigation, etc.
7/3/14: The technician went to the home and found that there is a restriction in the indoor evaporator coil and it needed to be replaced. Parts were ordered .
7I 9114: The technician replaced the coil and bi-tlo filter drier. The technician tested operations and the system is working properly.
If you have any further questions please feel free to contact our office at your
earliest convenience. Thank you for your time and attention regarding this matter

Review: I built a home and closed on February 25, 2014. When the weather became warmer and I needed to turn on my a/c (heat pump) it did not work properly. It was blowing out hot air. DE Heat & Air did a service call and found the compressor was bad. Now they have replaced the compressor and my a/c is still blowing out hot air. I have contacted the company on July 1, 2014 at approximately 5:30 p.m. The answering service took a message and someone from the company returned my call and stated that the on call service person was not coming out . I requested a call back from a manager and no one has contacted me. I have contacted the company this morning July 2, 2014 at approximately 8:00 a.m. and they stated that they would put me on the cancellation list for today. I stated that is unsatisfactory do to the fact that my compressor was replaced 2 weeks ago and my a/c is still not working. I then asked to have a manager or owner call me back because I am very upset about the services performed to date and have not received a call back.Desired Settlement: I would like the entire heat pump replaced do to the faulty issues and repairs that are still not working on this brand new unit.

Business

Response:

We received a letter from the Revdex.com regarding the above referenced customer. Please see the following information pertaining to the customer's history and our explanation of the events.

6/16/14: The customer contacted our company in the evening hours to report the AC was not cooling properly. A service appointment was made for 6/ 17114.

6/ 17/14: Diagnostics revealed that the compressor was not operating properly and needed to be replaced. The compressor was ordered and expedited.

6/19/1 4: The compressor was replaced and operations were tested. The system was working properly.

6/25/ 14: The custom er contacted our company in the late evening hours to report the AC didn't seem to be cooling. I had advised her that the first avail able appointment was 6/27/14. I also advised her that I would put her on the cancellation list and if something became available I would put her at the top of the list.

6/27/ 14: The customer called and advised she wanted to reschedule her appointment. She requested 7/3/14 in the afternoon and we put her on the schedule for that date.

711/ 14: The customer contacted our office around 6:00PM requesting service for the AC. She was advised that we were booked and she already had a scheduled appointment, which she requested the week prior, for 7/1/14. She was not happy about this. We explained to her that given the high temperatures we were experiencing a very high call volume and were booked. She proceeded to yell at the on cal l and state she would call every hour on the hour.

7/2/ 14: The customer contacted our office and still proceeded to yell at our office employee, she requested to speak to a manager. I am the office manager and called her back shortly after I arrived into the office that day, which was approximately 1030AM. I had explained to her that she bad an appointment previously , which she cancelled and rescheduled. We were now booked and if we were able to get out before 7/3/14 we would . She proceeded to threaten litigation, etc.

7/3/14: The technician went to the home and found that there is a restriction in the indoor evaporator coil and it needed to be replaced. Parts were ordered .

7I 9114: The technician replaced the coil and bi-tlo filter drier. The technician tested operations and the system is working properly.

If you have any further questions please feel free to contact our office at your

earliest convenience. Thank you for your time and attention regarding this matter