Desert Valley Aire, Inc.

To Whom It May Concern:

This is in response to Mrs. [redacted]  correspondence submitted through the Revdex.com.  I am sorry that she felt unsatisfied with services she has received.

In regards to the hard start, it is a recommended part...

to help prolong the life of the compressor however, not prevent failure. Unfortunately, the compressor failed. Desert Valley Aire has consistently provided bi-annual services to Mrs. [redacted] ’s system since 2011.   

I would be happy to cancel Mrs. [redacted] ’s Preventative Maintenance Agreement.  However, no refund will be issued.  Mrs. [redacted]  signed the Preventative Agreement with the understanding of the terms and conditions which specifically state no cancellations after 30 days. Mrs. [redacted]  received many benefits with the agreement including discounts on parts and services.

Since the Preventative Agreement cannot be refunded Mrs. [redacted]  has the option to either void the contract or keep the 5-year agreement and continue to receive the discounts and service provided through the agreement.

If there are further questions or concerns, please do not hesitate to contact me at [redacted].

Sincerely,

General Manager

To Whom It May Concern:

Based off the information that the customer provided, the tech had a different version. We are willing to send our Service [redacted]ager to assess the situation. Mr. [redacted] needs to call our office at [redacted]  to schedule a convenient time for both...

parties to resolve.

Best Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

To Whom It May Concern:

We apologize for this mix up. A $100 refund was mailed out today for the Trane Instant Rebate that was not applied. If you have any further questions or concerns, please do not hesistate to contact us at ###-###-####.

Best regards,

Desert Valley Aire today install a split system heat pump in my home. The technicians were [redacted] and [redacted].
They did a magnificent job. this was the first time they saw premises where they were to do the install so of course they ran into a few surprises, like no access to the site in the back yard. Within a few hours they had a 80 foot crane at the house to lift the unit into the site.
I would like to thank them for excellent service and highly recommend them to everyone.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Desert Valley's summary of events is mostly correct - except for second paragraph statement "Mr [redacted] would not discuss with [redacted] what findings were from the other company." This is incorrect, I explained to [redacted] that while Desert Valley's technician recommended a full unit replacement (at a cost of around $8,000 USD), the competitor fixed the situation for $111 USD (it ended up being an incorrect installation of the condensate protection switches that Desert Valley Aire had installed). My opinion is that Desert Valley's technicians were either not qualified, or were irresponsibly (criminally?) pushing a sale of a new unit = in either case Desert Valley Aire is in breach of their contract.Calculation of refund of $738.60 is incorrect. Here's my calculation:A. 7 year contract cost $2,100 - includes 14 bi-annual inspections, only 1 was performed + installation of condensate switches (which were incorrectly installed and repaired by the competitor). $2,100 / 14 = $150 per inspection, one performed = $2,100 minus $150 = $1,950 refund.B. Repair for condensate switches - $111 USDC. My time spent calling other companies to re-as and repair Desert Valley Aire's work???Which is why I think it is only fair that Desert Valley Aire refund me a minimum of $2,100 USD, nothing less. 

Regards,

I have a Carrier hvac which was installed by Dessert Valley four years ago (11-2010) and have had it serviced by them ever since and have been quite satisfied with it.
However, the thermostat malfunctioned a week ago, so I returned there call for a yearly checkup. Not knowing what they would have as far as a replacement unit, I ordered a Honeywell thermostat as a replacement. It says on the web site that it was compatible with all heating/cooling systems.
The technition advised me upon inspection that they were unable to install it because they feared being sued if some thing went wrong.
He then said he had a basic unit that could be installed for $215. I finally agreed after he had pity on me and lowed the price to $179.95+tax.
The unit he installed was a Braeburn 1020 which I checked online and found you could purchase it at any hardware store for $27.00.
Thanks a lot Dessert Valley for preying on senior citizens. It will be the last time you screw me and I hope other folks out there will be warned!!!!!

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me, provided that Desert Valley Aire discontinues any further telemarketing calls to my home phone number.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.  I would like to note, however, that the FTC Web site indicates that my home phone number ((###) ###-####) is currently registered on the Do Not Call list and has been since May, 2013.  Moreover, even assuming my home number had not been registered, Desert Valley Aire was required to cease any further telemarketing calls to my home phone number upon notice from me.  Each time a Desert Valley Aire sales representative called, I kindly requested to be removed from their calling list.  I have noticed several similar telemarketing complaints on the Revdex.com and [redacted] sites.  Desert Valley Aire should reconsider their telemarketing practices if they are at all concerned with their reputation.  I know I will never do business with Desert Valley Aire, and I will certainly not recommend them to others.

Regards,

Re:[redacted]

To Whom It May Concern:

This is in regards to a correspondence that Mr. [redacted] submitted to the Revdex.com. We are sorry for the inconvenience the phone calls have caused. From the number provided, it has been removed from our database....

Mr. [redacted] will no longer receive calls from Desert Valley Aire.

 

If you have any further questions or concerns, feel free to call us at the office at ([redacted].

 

Sincerely,

 

 

I was very disappointed in the work ethic of this company. I am also concerned about other customers they might have taken advantage of such as my elderly neighbor who referred us to them. At first with our neighbor's referral and a $39.99 A/C tune up special we were very comfortable setting up an appointment with them. However, as soon as they arrived they found item after item that needed to be fixed. Our air conditioner is only two years old so we were very shocked by their findings. The total they wanted to charge for all the repairs was between $800-$1000. When we told them we needed to think about it, suddenly these prices were only good for that day. They did not suggest checking on the warranty or getting a second opinion as an honest company would have done. My husband basically told them we did not want to do business with them further, paid the $39.99 so they would leave. They did not even do the A/C tune up. As far as I am concerned we took off work to meet this company at our house then paid $39.99 for them to sell us service we did not need. Just two weeks later we received a second opinion to confirm these repairs were bogus. I would NOT recommend ever scheduling an appointment with this company.

December 7, 2015
To Whom It May Concern:
Please allow me to share my experiences with you regarding the Desert Valley Aire located in Tucson, AZ. About five years ago, I signed a multi-year contract with that company for semi-annual services on my heat/air conditioning unit located at [redacted], Green Valley, AZ. At first I was generally satisfied with the service this company provided me.
I purchased a second home in 2014 located at [redacted], Green Valley, Az. On (or about) November 30, 2014 I had Desert Valley Aire service my two heat/air conditioning units at the new location. A younger Hispanic employee arrived and, after servicing one of the units, told me the second unit was too dirty and would be unsafe to operate until a major cleaning was done. After inspecting the ductwork, he told me that it must also be vacuumed. As I recall, his estimate to take care of both “problems” was about $2500. I advised him I would get a second opinion. I called a local Green Valley company, Desert Cooling and heating. “[redacted]r” came and checked the unit and duct work. The duct work did not need cleaning. He took a shop vac and cleaned the heat/air condition unit. The bill was $80.
On November 10, 2015, I had Desert Valley Aire come to my address on Urbano to perform the final service of my contract. “[redacted]” arrived to perform the service. He came down from the roof with an electrical component in his hand that had been obviously “fried”, possibly by lightening. He told me it came from the air conditioning unit and that two fuses were also blown. He said the cost for repair would be $350 but, if I renewed our service contract, he would fix it for free. I declined the renewal. Then he told me that since I was a good customer, he would fix it for $175. I told him about the aforementioned incident that occurred in 2014 at the new address. He apologized and called his office. After the call, he told me that employee was no longer working for the company. Because of the prior incident, I told him I would have someone else do the repair. I called Desert Heating and Cooling to check and service the unit. [redacted] inspected the unit and told me there was nothing wrong with the electrical components and that no fuses were blown.
Because of these two negative incidents, I feel strongly that other residents should be forewarned before using Desert Valley Aire. I also would give Desert Heating and Cooling a very positive recommendation. Please feel free to contact me [redacted] to verify the above information.

This is in response to Mr. [redacted] correspondence submitted through the Revdex.com.  I am sorry that he felt unsatisfied with services he has received.I would be happy to cancel Mr. [redacted] Preventative Maintenance Agreement.  However, no refund will...

be issued.  Mr. [redacted] signed the Preventative Agreement with the understanding of the terms and conditions which specifically state no cancellations after 30 days. Since it is past that period, we can void the contract. Otherwise, Mr. [redacted] can choose to keep the 5-year agreement and continue to receive the discounts and service provided through the agreement.If there are further questions or concerns, please do not hesitate to contact me at ###-###-####. Sincerely,[redacted]General Manager

To Whom It May Concern:

This is in response to Mrs. [redacted]’ second letter submitted through the Revdex.com. Not only did Desert Valley Aire physically check the tree but Mrs. [redacted] also sent photos that showed that the tree branch was rotted out. Therefore, Desert Valley Aire stands by its decision that the tree was damaged by rot and is not responsible for any damages.

Best regards,

RE: Complaint # [redacted]Mr. [redacted] scheduled an appointment for inspections on his two units which were completed on 2/7/ 15. After the initial inspection was completed the technician Andrew explained his findings and which options Mr. [redacted] had if he chose to go with the...

recommendations. The customer agreed to purchase a 7 year preventative maintenance agreement per invoice # [redacted]. At departure the system was running at normal capacity putting out 114 degree heat. On 6/22/15 Mr. [redacted] called in regard to system not cooling. After diagnoses the technician found that a 25 amp fuse was bad and the system was slightly low on freon. The technician replaced a 25amp fuse and added lIb of freon, system was cooling at departure with an exit temperature of64 degree's per invoice #[redacted]. On 7/6/15 Mr. [redacted] called stating his unit was not cooling to the desired temperature. After the technician's evaluation and diagnosis he found that the compressor was not running and overheated. To pin point the problem the technician used his megometer which checks the internal compressor windings. His meter indicated all three compressor windings were bad thus making the compressor unable to run. The technician offered to install a hard start to help the compressor start but ultimately a complete replacement of the unit was recommended. Mr. [redacted] declined all recommendations at that time.Mr. [redacted] called into our office with a complaint stating he wanted to meet with a manager face to face. [redacted] the receptionist whom took the call explained that we are located at our corporate location in Phoenix but she can schedule for the store manager in Tucson to meet with him and discuss his complaint. Mr. [redacted] agreed to meeting with the Tucson manager to evaluate the situation. Our Tucson manager [redacted] met with Mr. [redacted] to address his complaint. Mr. [redacted] stated that he signed a 7 year maintenance contract and wanted to cancel because he no longer had faith in our company. Mr. [redacted] had another company out for a second evaluation on his compressor and expressed that our evaluation did not match the other company's diagnosis. Mr. [redacted] would notdiscuss with [redacted] what the findings were from the other company. Understanding Mr. [redacted] loss of faith and unhappiness with DV A [redacted] explained that we would make an exception and cancel Mr. [redacted] contract regardless of OUf 30 day cancellation policy. Mr. [redacted] would be deducted for all services rendered under the contract and prorated usage of the contract. Original contract was $2100.00 minus services rendered and proration of contract usage of $1361.40. If Mr. [redacted] decides to cancel his maintenance program a refund of $738.60 would be issued.Desert Valley Aire stands behind any and all work performed, its workmanship and warranties. DV A thrives for customer service satisfaction and hopes to resolve this matter with Mr. [redacted].

This is in response to Mrs. [redacted]’ correspondence submitted through the Revdex.com.  I am sorry that she felt unsatisfied with services she has received.

A [redacted] was used to complete Mrs. [redacted] unit install. It was a week later and after a storm that...

Mrs. [redacted] notified our office regarding damage to her tree. The [redacted] operator went underneath the tree and no damage was found on the [redacted]. The [redacted] Manager and our Install Manger inspected the tree in question, and discovered that the branch that fell down was rooted out. Therefore, considering the poor condition of the tree beforehand, the storm and being a week after install, Desert Valley Aire is not responsible for the damage.  

If there are further questions or concerns, please do not hesitate to contact me at [redacted].

Sincerely,

General Manager