Deluxe Services Heating & Cooling Reviews (%countItem)
Deluxe Services Heating & Cooling Rating
Address: 4402 Lawrenceville Rd Ste 207, Loganville, Georgia, United States, 30052-2629
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DIAGNOSED WRONG UNIT
THIS COMPANY WAS SENT TO MY HOME FROM AMAZON HOME WARRANTY FOR MY MAIN LEVEL AC NOT BLOWING. DERRICK WENT TO DIAG THE PROBLEM AND SAID I NEED A BLOWER. HE CONTACTED THE WARRANTY AND THEY ORDERED THE PART. ONCE THE PART CAME IN AND HE ARRIVED AT MY HOME TO REPLACE IT HE SAID IT WAS THE WRONG PART.HE TOOK THE UNIT APART BEFORE REALIZING IT WAS THE WRONG PART.HE TOLD ME THERE WERE NO PARTS AVAILABLE FOR THE UNIT I HAD AND IT WOULD HAVE TO BE REPLACED. WARRANTY WAS NOT PAYING FOR THIS. AFTER HE LEFT I REALIZED MY BASEMENT AC STOPPED WORKING. I CALLED HIM TO TELL HIM HE MAY HAVE WORKED ON THE WRONG ONE HE TOLD ME HE TESTS EVERYTHING AND HAS BEEN DOING THIS FOR 20 YEARS. HE WOULDN'T JUST SAY I NEED A PART WITHOUT TESTING IT. I HAD SOMEONE ELSE COME TO MY HOME TO SEE WHAT WAS GOING ON AND I WAS RIGHT, HE DIAG'D AND TOOK APART THE UNIT FOR THE BASEMENT AND NOT THE ONE HE WAS CALLED THERE FOR. SINCE HE HAD TAKEN THE BLOWER WITH HIM HAD TO WAIT FOR HIM TO BRING IT BACK AND SOMEONE ELSE HAD TO fix the problem. I FEEL THIS COMPANY JUST TRIES TO GET WARRANTY COMPANIES TO REPLACE SYSTEMS AND NOT FIX THEM
NEED THE TECHNICIAN THAT FIXED THE PROBLEM TO BE REIMBURSED
Mrs *** husband had us working on the wrong unit when she called and I went back 3 days later to to replaced the blower motor that the home warranty had worked on her unit is older that 15 years old which means OEM parts where not available. Mrs *** was difficult to deal with from the start and I really didn't want to service her unit even when I first talked to her on the phone I got bad vibes. She was not charged a dime. The home warranty provided me with the wrong part. I told her that the company she has her home warranty with was not a good company because they deny every claim that I produce. Yes I took her old blower motor with me and I came back to put it back on but when I ohmed out her OEM blower motor it was bad so I went and purchased a after market blower motor and installed it. So I left her unit in the same condition that I found it Not Working. She was yelling and screaming the entire time I was there which makes it a unsafe working environment. Again she was not charged a dime and neither was the home warranty if don't repair the product we don't Charge
I have relied on Deluxe Services Heating & Cooling to service my HVAC unit since I purchased my home over 5 years ago. I put my trust in the company and their expertise through the years and valued our working relationship. Deluxe Services Heating & Cooling has been the only company servicing my unit. Anytime I needed maintenance or had an issue, I reached out to Deluxe Services and appreciated that the owner personally serviced my unit.
When my air conditioning went out in the summer of 2015 Mr. Frazier advised that I needed a new system. I trusted his diagnosis and had Deluxe Services install a new system.
On November 27, 2018 the heat in my home started to blow cold air on regular and emergency heat. Over the course of 7 service visits and 4 techs (November 28, 2018 ? January 5, 2019) Deluxe Services Heating & Cooling incorrectly wired my HVAC system and then mis-diagnosed that there was a short in my home's electrical wiring. They then opted to not fix the system suggesting I contact an electrician to go into the drywall and run new wiring from my attic down to the ground level.
Estimates from two other Heating & Air companies revealed my HVAC system was incorrectly wired and there was a refrigerant leak caused by improper installation (video showing leak and before and after photos of wiring available). Instead of fixing this, Deluxe Services chose to disregard the two estimates I presented insisting that the wiring was correct and there was no leak.
On January 8, 2019, another HVAC company fixed my system in 5 hours by properly wiring the existing board and welding a refrigerant leak on the suction line and all connections from an improper installation job. There was no electrical short in my home.
As the company that installed my new HVAC system, Deluxe Services is responsible for the refrigerant leak. They are also responsible for incorrectly wiring my system on recent service calls causing the unit to not operate properly, continually blow a fuse and cut off.
Product_Or_Service: HVAC Repairs
Other (requires explanation) On January 8th I received an invoice from Deluxe Services for $225. I am not responsible for extra time spent on an error their techs made with improper wiring and failed to fix. I already paid for the labor to install a new control board on November 29th. While I could ask for reimbursement on my electric bills, space heater, and additional estimates, I only ask that Deluxe Services take responsibility for their work and reimburse me the cost for Georgia Comfort to fix their errors, $1,828.75.
We installed a new unit for Ms. in the summer of 2015 and the unit worked great after it was installed. The manufacture gives a 10 year parts warranty if it is registered which we did the registration for her. We offer a 2 year labor warranty. I can out and he air handler was running but the outside unit would not work. Inside her air handler is a control board and I found that the control board was shorted out so I replaced the control board under manufacture warranty in December of 2018. It started working immediately so I waited 15 minutes so I left she told me that it had stopped again. I sent my tech out back out the next day he found that the 3 amp fuse in the air handler was blown so I told him to put it on emergency heat until we can both go out their to get her some heat. We replaced the contactor on her heat pump unit which was shorted it worked for five minutes then it would shut off. So we isolated each thermostat to fine the short thinking it was the thermostat. We temporary replace the thermostat rechecked the wiring, we use a different color for the common wire because their is a short in the system. Shorts can be hard to find in system because of not seeing whats behind the wall. We replaced the transformer after we ohmed it out because the resistance was really low. The transformer controls the zone board and motors to the duct work. She called back we set up another appointment for me to come out. I came out checked for a leak didn't find one, checked over my wiring rewired it the exact same way that it was wired when we first installed the system, I ran a temporary wire from her air handler which is in her attic to the outside heat pump which was about 100 feet of wire give or take hooked the test wire to the outside heat pump turned both thermostats of heat and it ran for 45 minutes and then it shut off because the thermostat was satisfied. She more companies to come out because she didn't trust me but I have known her for over 15 years why would I start doing shady business especially with her? The other companies said that it was improperly installed, not wired correctly, their was a leak and I used the wrong colors. Like I told her before if it was wired wrong it would never work for the beginning that is one thing I know about electricity if wired wrong it doesn't wait for 3.5 years later and not work unless several things happen, power surge, short in equipment, act of God, or somebody tampering with equipment. I hear this saying all the time from other people in Hvac parts house improperly installed and they only have five years of experience underneath them and 2 of the five years is with a college and have not had any real field experience. That unit that she has have a low pressure switch on it which means that if the unit was low on refrigerant or a leak it will automatically shut off so the compressor is not damaged and that wasn't the case because when we ran that test wire the unit heated up really good and had the correct amount of refrigerant in it. Like I told her before those guys are out to get extra money out of you and what do I have to gain from trying to screw her over the only thing I charged her wae $75.00 for the service charge which didn't cover my labor for going to get the part that was under manufacture warranty. People believe these big companies that's the reason why I left the big companies because I saw first hand on how much of crooks they are. I told myself I would never run my company like that one thing about me if I can't fix it I would have told her that! She sent me a email stating that I said that her entire house needed to be rewired I never said that what I told her was that she need to have a new wire ran from the attic to the outside unit because I couldn't find the short in the wire I said it is between the air handler and the outside wall she asked me how much would I charge to run that wire and I told her that I wouldn't run it the reason why I told her that is because she had another company come out and say that it was wired wrong when my temporary prove it was not wired wrong, it also prove their was no leak at the time when I was their. I warrant my labor for 2 years and I have been for last 9 years but as of 2019 my labor now is one year which is standard in the industry. Like I told her we warranty our work we don't warranty the material used but in some cases we will warranty the material used if the product doesn't work well like tape, mastic, tie scraps, zone boards are warranted for 5 years so she has until August on that zone board. A lot of things go into effect with manufacture warranty and it says a "Limited Warranty" which means maintenance has to be done twice per year, doing maintenance is more than just changing filters.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response from Deluxe Services. My complaint is not about the years the system worked, nor is it about how many years ago I was referred to Mr. F by his wife, it is based on the end of 2018 when my system stopped working. It was at this time during the 7 service calls with Deluxe Services' technicians that my system was wired incorrectly, which is why they were unable to fix it even after replacing parts. My complaint is also about a leak that was detected in my HVAC unit - that originated from an improper installation job.
From the November 28, 2018 service call to the last on January 5, 2019, Deluxe Services came to my home a total of 7 times. During this period a total of 4 different technicians and owner, Derrick F, came, all unable to properly diagnose and fix the issue. I indicated verbally, via text and email to Mr. F that I had concerns about the quality of work completed by the techs on the 2 initial service calls (texts and emails available).
Mr. F was not present each time his techs worked on my unit. When he was present he did not always personally work on my system, instead he stayed at the bottom of the steps on his phone or talking to the techs in the attic (detailed timeline available).
During this period the recommended repairs continuously changed:
Removing the 2 thermostats and making it run on 1 thermostat / zone board instead.
Rewiring the system, because Mr. F said the wiring was "a mess."
Changing out parts including changing the control board again.
Changing the zone board.
Putting a bigger transformer and/or reversing valve.
Replacing the zone/damper motors for around $1,500.
After weeks of uncertainty on what the issue was, lack of communication (when I didn't hear back from Deluxe Services for a week) and not knowing if any of the newly recommended repairs would work, I contacted two licensed and certified companies to provide me with an estimate.
These companies were chosen based on their online reputation as reputable companies, and not the size of their company. As I previously discussed with Mr. F, both companies assessed that Deluxe Services had incorrectly wired my system, and in performing a test found a leak (video available). Neither company initially performed any work on my unit, they only provided an estimate. Both companies insisted that I am not personally liable for the errors of Deluxe Services' techs and recommended that I have Deluxe Services fix the issues. There was no gain for them to "lie" about needed repairs as Mr. F indicated when they were adamant that Deluxe Services perform the work. When I brought this all up to Mr. F he told me he didn't care what any other company said and that they were lying. He also insisted that the wiring was correct and there was no leak.
Instead of taking responsibility for the errors of his techs, Mr. F has continued to deny them. When Mr. F decided to not fix the system after the 7th visit to my home, insisting I had a short in a wire "somewhere," I had no choice but to contact one of the companies who provided quotes. My HVAC system was fixed in 5 hours by one of the companies that provided the quote by fixing the very issues Mr. F said I didn't have (improper wiring and a leak). There was no short as Mr. F indicated, just errors made by Deluxe Services. (Before and After photos available)
As I indicated to Mr. F throughout this process and when he told me he didn't care what other companies said, I just want the work done correctly. Whether he did it, or another company.
This is business, and I expect any business to do the work correctly and stand by their work. If Deluxe Services did not know how to fix my system then that should have been communicated before the 7th service visit and they never should have directed me to an electrician (that would not have been able to fix the actual issue). Due to my years of working with the company I gave them extra chances to correct the issue.
When I presented the quotes from the other companies to Mr. F he disregarded them and ran a test that he said proved I had a short, but was unable to indicate where the short was or even give me an idea to tell an electrician if they were to come out. I gave him the opportunity to make it right by doing the repairs himself, however he chose not to. Due to the damage Deluxe Services created, I seek reimbursement for the cost incurred when Georgia Comfort fixed Deluxe Services' errors, $1,828.75.
She has a 10 year Manufacture Warranty not a 10 year Labor warranty I never told her that her my Labor was for 10 year. Where does it say that we have a 10 year labor at in writing! I have a witness that was with me where we performed a leak check and no leak was found the at that Time the leak check was performed at the same time that we ran a temporary thermostat wire. I couldn't find the short in the system that's why I told her that I was going to ru a temporary to see if the system worked. When we ran the temporary wire the unit ran and heated up I also checked the levels of refrigerant the problem is she has had so many people working on her system until she really dont know who did what I know she has some kind of video of a leak but that leak wasn't caused by us! If I noticed a leak why wouldn't I have addressed it then a leak repair takes about 5 minutes to repair it. After her questioning my ability she wanted me to install a new thermostat wire when I told her that I would do it that when she had a blank look on her face because to me you question everything that I did. I only serviced her unit twice since the unit was installed. If their is a leak I would have addressed it because I would have told her about it and repaired it I only charged her $75 for coming out and replacing a control board on the air handler the $225 that I billed her for for the thermostat wire a labor for running the temporary wire
(The consumer indicated he/she DID NOT accept the response from the business.)
I thank Mr. F for his response, however my system is not even 4 years old yet, so I'm not sure what Mr. F is referencing in regard to a 10-year warranty. The issues I reference in my complaint regarding improper wiring fall under labor that occurred in November and December of 2018.
I agree with Mr. F that, "the problem is she has had so many people working on her system." This is true, Deluxe Services Heating and Cooling has had many of their Technicians working on my system. As I initially stated the 4 different Techs (5 if we include Mr. F) that worked on my system during 7 different service calls (November 28, 2018 to January 5, 2019) ALL worked for Deluxe Services Heating & Cooling. It is also important to note that Mr. F was not personally present at each service call, only his Techs. Deluxe Services is the only company that worked on my system during this period. No other company worked on my system until after Deluxe Services indicated they could not fix it on January 5, 2019.
As my original complaint indicates, I only sought a second opinion from another company after Deluxe Services could provide no solutions and no clear answers. This was also after Deluxe Services failed to show up on December 12, 2018 with no notice and did not respond to my inquiries on when they would return for a week.
It was at this point I contacted another company to provide a second opinion. They did not work on my system, they ONLY provided an estimate with their recommendations (as indicated in the estimate I previously attached). They also recommended I get a few other estimates as they stood by their diagnosis and guaranteed that other companies would tell me the same. I took their advice and received a second estimate from another reputable company that indicated the same findings without knowing what any other companies had said (as shown in the second estimate I attached).
Both companies that provided estimates indicated that my system was wired incorrectly. There was also a leak that was due to an improper installation job. Both companies also indicated that they did not want to take on the job indicating that I should not be responsible for fixing another company's errors. They were very adamant that I contact Deluxe Services' owner and have them fix the issues as their own companies stand by their work and would have fixed it if it was their error. (Please feel free to reach out to them directly for confirmation.)
That is why I presented the estimates to Mr. F in an email on December 19, 2018 and asked him to either fix these issues himself or make it right by paying me to have it fixed by another company.
As I also indicated previously, I had reservations about the numerous Techs from Deluxe Services and the work that had been completed. I voiced these concerns to Mr. F verbally and via text and email (available upon request). I also had reservations about there being a short when no other company gave me that diagnosis.
I ONLY had Deluxe Services come back out on January 5th in an effort for them to make the situation right by fixing the issues the 2 other companies found. Instead, Mr. F did not welcome the expertise of any other companies and told me they were all "lying." He proceeded to try to prove that I had a short, only he was unable to find it.
I continuously asked Mr. F questions for clarification on what he was recommending and made notes on everything. I did not ask Mr. F to fix the short he said I had, I only asked him questions about it. Asking questions is not an indication that I wanted Deluxe Services to work on my system any further. I asked questions to gain a full understanding of what had been done and what was recommended as my previous requests to Mr. F for a detailed write-up outlining his work had not been fulfilled.
As a customer I had every right to know what was being done to my system. The blank look Mr. F indicated I had on my face was due to the constant run around and being told things that did not make sense. Not due to any technical terms, but because of the course of events and constantly changing recommendations from Deluxe Services.
I had every right to ask for further clarification on Mr. F's prognosis as he seemed unsure, and it was my home and money on the line if he was incorrect. It is also common business practice to receive a second opinion prior to having work done.
The facts remain that:
- Deluxe Services initially came out to attempt to fix my heating issue on November 28, 2018. Coming a total of 7 times with 4 different Techs, 5 Techs if we include Mr. F. With a final service visit on January 5, 2019.
- At some point during Deluxe Services' 7 service visits my system was wired incorrectly.
- The video of the leak was found during an estimate completed by another company on December 14, 2018. This leak was due to an improper installation job (my system was installed by Deluxe Services).
- Mr. F advised he conducted a leak test on January 5, 2019. The witness he mentioned was one of his Techs I had never seen before and he appeared to be in training. (I did not include this young man in the count of the other 4 Techs who serviced my unit as he only observed.)
- No other company worked on my system until after January 5, 2019 when Deluxe Services concluded they could not fix the system. I then hired another company that repaired my system by completing the work they recommended in their estimate (all in 1 service visit). This was completed on January 8, 2019.
I cannot speak to why Mr. F failed to properly diagnose my leak. His company installed the system and it would have been their responsibility to make sure it was done correctly and fix any errors they made.
It is also the responsibility of Deluxe Services to fix the improper wiring that occurred during these recent service calls. That would fall under their labor that occurred in November/December 2018.
Due to the damage Deluxe Services created, I still seek reimbursement for the cost incurred when Georgia Comfort fixed Deluxe Services' errors, $1,828.75.
Deluxe is great! From start to finish, I was extremely impressed with the process. Derrick, the owner, is a friendly and honest businessman and offers great pricing. We appreciated everything he did for us. I highly recommend!