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Desert Air Conditioning Reviews (1)

Review: On April 19, 2013 Desert Air Conditioning was scheduled to install a new A/C unit for our house. They were going to replace our old Lennox unit for a new Goodman A/C unit. We signed a contract on the 18th with a consultant of the company Angel (who has left the company now). We received a 500$ installation date guarantee (we have a copy of document), stating, If we do not have your new system operating by the date promised, we will pay you 500$ for your inconvenience. The head technician, [redacted], and his partner showed up the next day and they did not complete the job by midnight that day (19th). They actually left our home around 2am (20th). [redacted] apologized and told me and my husband that they were not given the right measured supplies they needed to complete the installation, also adding it was not because of them, and it was not their fault, that there was a mistake in the measurements and supplies given to them. [redacted] apologized multiple times over to me, my husband, and mother in law before he left at 2am and that he would inform and leave a notice for Angel letting him know the job was not completed so we would receive our 500$ guarantee. We waited 7 weeks and never received the money that was guaranteed to us by contract. We called Desert Air Conditioning and spoke to [redacted]. She said her boss ([redacted]) was out on a 3 week vacation and she could not help us with our problem. My husband had spoken to [redacted] the week before and [redacted] told him she spoke to [redacted] and [redacted] wanted to pass on a message, [redacted] said he is not going to give you guys the 500$guaranteed because his workers spent too much time in your house and he was doing you guys a favor by not charging you extra for the extra time spent in your home, he said to call it Even Steven and [redacted] informed my husband that she was reading this verbatim from a direct email sent to her from [redacted]. She stressed she was not making this up and it was not her saying this, she was just the messenger."Desired Settlement: We want Desert Air to follow their contract and give us the money that was guaranteed to us by contract. We want to avoid involving any legal action against Desert Air. But if they refuse to pay us what was guaranteed to us we will have to take legal action against them for: Harassment (threatening to overcharge us for their mistakes), breaking contract agreement (guarantee), and false advertisement (regarding the guarantee).

Business

Response:

We went out to the customers home to install an air conditioner on April 19th. Our install crew showed up first thing in the morning to remove the old unit and take measurements for the parts and materials needed for the installation. In the afternoon, while the installers were back in the our shop preparing all that was needed for the install, we got a call from the customer. The customer stated that there was water leaking from the ceiling and wall and we need to come right away. The installers stopped what they were working on and rushed to the customer’s home to investigate the source of the water leak. The installer spent time in the attic to see what was the cause of the leak, they could not find any water leaks coming from the ac unit location or any other visible location. The installers spent 2 hours between travel time and investigation time, verified by the company gps tracker service. The installers then returned later in the afternoon to install the unit. The installers stayed very late because we were committed to finish the job. I authorized for the installers to stay in overtime and even double if they needed to finish. We did our best to finish, but they did not complete the job that day, we needed 2 hours the next day(Saturday) to finish, which we did. Those were the same 2 hours that we lost the day before, because of the customer call to rush us out there. The following week we got another call from the customer stating there was more water leaking in the same area as before. I sent an installer to investigate further the source of the leak. The installer reported that after much investigation and with the customers help, that the upstairs guest toilet was leaking every time the toilet flushed. The husband told the installer that the mother or mother in law had just moved in a few days before and that bathroom hasn’t been used very much. The customer stated that the water valve for the toilet was shut off and they would only turn on the valve to use the toilet then turn it back off. The toilet was the source of the water leak. We spent 3 hours that day figuring out the source of the water leak to find out it was a pre-existing plumbing issue.

In summary:

In total we spent 5 hours helping the customer determine the source of a unrelated water leak. The water leaks were not caused by us, but was a pre-existing plumbing issue. We lost 2 hours the first day, dealing with their water leak, which were the 2 hours we needed to complete their job the next day. We didn’t charge the customer for the 5 hours of billable time nor even mentioned it, until they started calling demanding the $500 installation date. We were shocked that the customer wasn’t being reasonable after all the efforts we went to complete their job, stayed until midnight, and the 5 hours spent unrelated to the installation. We feel that the work we did on determining the source of the water leak should more than make up for not completing the install. We told the customer that we would pay the $500 installation guarantee, but felt it would only be right to charge the 5 hours. We felt it would be a wash. There were 2 meetings scheduled to meet with the customer to discuss this issue, the customer cancelled both of them. I would like still meet with the customer to discuss the matter further. I encourage the customer to call me to set up another appointment.

Thank-you,

President

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Description: Heating & Air Conditioning, Sheet Metal Equipment & Supplies, Air Conditioning Contractors & Systems, Electricians, Plumbers, Construction & Remodeling Services

Address: 125 W Main St, El Centro, California, United States, 92243

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