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Diamondback Air, Inc.

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Diamondback Air, Inc. Reviews (9)

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.

In response to the message from Diamondback Air president [redacted], First, no one tried to contact me before Monday, April 21. My only phone is a cell and it records all calls whether answered or not. Second, being an electrical contractor for over 30 years, I am quite familiar with HVAC equipment and terms. I have worked closely with numerous HVAC contractors and have supplied power to thousands of HVAC systems. Third, I selected Diamondback Air based on the equipment quoted in their proposal. If it was quoted in error I should have been informed before the installation was started. The equipment installed was substantially downsized. I received additional quotes from other contractors, but selected Diamondback Air based on equipment and price quoted.

In regards to my conversation with Diamondback Air owner [redacted], I have agreed to continue this conversation. I asked that they send me in writing a settlement offer on or before May 5, 2014. I would like to be compensated for the downsized equipment, the increase in utility cost (the equipment runs about three times as much as the old equipment, and yes I know the new equipment is more efficient), and some sort of extended warranty to protect me from future maintenance/breakdown costs since the equipment runs more.

If Diamondback Air is agreeable to these terms, I will respond to Revdex.com.

Regards,

We had been trying to reach Mr. [redacted] over the weekend to help him better understand some things prior to putting the response together. We were able to connect with him this morning. [redacted], Diamondback Air Owner, spoke with Mr. [redacted] at length today and they have agreed to a time frame...

of 30 days to work through a mutually acceptable resolution. The crux of the confusion seems to stem from a clerical error in the model number that was written on the contract along with inadequate phone advice received by the customer by another HVAC company that may not have been fully aware of the complete equipment/installation (due in part or in full to customer's limited knowledge of the technical aspects of all of the equipment and parts that were installed.)

 

I will compose a formal response based on my better understanding of the customer's issue. With that, I hope to provide to both you and the customer some options for resolution.

 

Regards,

President

Diamondback Air, Inc

[redacted] (owner) and [redacted] (customer) spoke last week and agreed to 30 days to give Mr. [redacted] time to research what [redacted] communicated to him and to allow us to resolve this situation fairly. I believe at this point we are all on the same page with aiming for a fair resolution based on unfortunate clerical confusion.

 

Firstly and factually, the job contracted and performed by Diamondback Air was the optimal solution for the customer's premises. The jobdetails and equipment specifications were communicated to the customer prior to installation (a modified 13 seer split system outfitted with a TXV valve bringing total seer rating to 14.) The equipment we installed is the highest seer allowable via technical MFG specifications and in accordance with the manual J.

 

During the onsite evaluation and verbal quotation process, [redacted] communicated all of the above to Mr. [redacted]. By the customers response during this conversation, along with his technical background it was certain that he understood what would be installed at his location and why. However, when the quote was written, the wrong model number was inadvertently written on the quote by our office admin. It seems, based on this misprint, the customer made an assumption that he was now getting a 15-seer unit at the same price he was quoted for a 13 seer + TXV. Without seeking clarification, the customer went with his assumption and contracted with Diamondback to get this deal.

 

If we were made aware of the misprint we would have informed the customer that installing a 15-Seer rooftop, split system unit would not be possible at his location as it is not within mfg technical specifications. The specifications for the air handler from the original builder, along with the blueprints for this particular condominium when it was constructed, would not allow for anything more than what was verbally quoted and installed. Installing the unit identified via the model number misprint is not something we would have done (even for a higher price) nor is it something any reputable HVAC contractor would have done. The unit would never run.

 

We believe we went above and beyond to give him the highest possible seer rating based on a mix/match of equipment as stated in the work order along with the TXV for the maximum possible seer of 14, the seer number [redacted] and Mr. [redacted] were looking for and agreed on during their conversation. Additionally, we gave the customer a 2 year labor warranty on the unit, which is a year beyond the mfg warranty and considered above standard in this industry.

 

The customer does not seem to have an issue with the capability or brand of equipment nor its ability to heat. He has, however, been unable to substantiate cooling at this time but sees no problem as of this date with temperatures having been around 100°.  The customer has stated that the running times based on the original equipment does not add up; however, [redacted] did remind him that anything newer and more efficient is going to run differently based on how the manufacturers specified it to work. 

 

We do strive for 100% satisfaction with our customers and have not had a similar issue in the past with a misprint. Though we are confident the customer would not have been able to get a 15-seer unit installed by a reputable HVAC company (let alone for the price quoted); we are sincerely apologetic for the confusion and the additional time he has put into this. At this point if Mr. [redacted] based his decision to contract with Diamondback Air solely on feeling that he was getting a 15-seer unit for the price we quoted we believe the fair compromise would be to ask that he provide us with 2-3 signed quotes from reputable HVAC companies for the same job - equipment that was installed (including the TXV upgrade) and 2-year warranty and we will agree to match the lowest price among these.

President

Diamondback Air, Inc

The people of Diamondback Air have consistently shown a blatant disregard to keeping their word. I have made many requests, visits to the office, sent e-mails to them and they fail to respond when they say they will. I've given them over 3 months to come up with a solution to my problem and without my constant prodding they have not returned anything near a suitable answer. Just yesterday the office manager [redacted]. a self proclaimed "man of his word" said that he would call me at 10am to seek a resolution to my ongoing dilemma. He never called. I got no e-mail from him either, nothing. I'm done being the nice guy. Summer's half over and I still haven't gotten the split A/C unit (that I bought from them) installed and working. They don't call back or contact with e-mail when they say they will. Useless and frustrating. I recommend that people look elsewhere for their A/C needs.

This company saved me from buying a new gas furnace or over $500 in repairs. I have had yearly maintenance on my heating/ac units. Found out that the Magic company and others did not even clean my gas furnace. Dirt and dust can cause damage. You would think that would be a minimum that a company would do under a maintenance program. This company actually cleaned the unit an no parts were needed. This company is great.

I woud highly recommend Diamondback air.I had them for an electrical problem.The young man they sent was profesional and friendly.Found the problem and had it fixed in no time. No fuss, no hassel and reasonable.Nice to know that I can reley on them for most any job. [redacted]

TECHNITION WAS A "NO SHOW" TWICE IN A ROW: I called Diamondback Air about balancing the air conditioning in my home, as their website advertises this as a specialty of theirs. I spoke with [redacted] the owner and we discussed at length the problems I was having cooling my master bedroom. At that time he gave me two scenarios as to the problem with my system and gave me a price quote for each. The prices were on the high side, but it sounded like he knew what he was talking about so I scheduled a service call. When the scheduled time came and went with no sign of a technician or a phone call, I called the office to find that the person in charge of scheduling had no clue who I was or that I even had an appointment. I know sometimes mistakes happen, so I rescheduled. I was assured by office manager [redacted] that my technician would call 30 minutes before my appointment to let me know he was on his way. The appointment time again came and went with no phone call or any sign of a technician. I called the toll free number and spoke with [redacted], the owner, who promised me that he would find out what happened and get back to me. [redacted] soon called me back full of excuses, but what it boiled down to was that they again failed to schedule a technician to my job. I gave him the opportunity to make it right by asking him if he was going to send someone out that day as this was the second time this happened, but he bluntly said "NO" and left me hanging on the line without saying anything else. I couldn't believe how rude and unprofessional his conduct was. I again called [redacted]'s phone and left a message asking him to make it right. I also emailed [redacted] with the same request, but as of the this time I have not heard back from him. I was extremely let down, especially because we were anxious to get our system fixed before the weekend which was supposed to see temperatures of 104 degrees or more. This company obviously has a problem with scheduling. I will never call this company again and would advise others to look elsewhere for their air conditioning needs unless they want to have the same frustrating experience I had.

I own a property in Tempe that my son is currently occupying. The filters needed to be changed and thermostat was giving a message regarding this. I gave him the number to Diamondback Air since they were listed as a member of the Revdex.com. They came out, reset the thermostat, and showed him how to change out the filter. He asked if they were going to change out the filter and they told him they did not carry the filter so he had to do it himself. WHAT??? They charged us $80 for that!!!!!!!!!!!!!! INSANE!!!!!!!!

Review: I received an estimate that specified specific HVAC equipment. Diamondback Air downsized the equipment without telling me and adjusting the price accordingly. I have an email trail with Diamondback Air admitting they downsized the equipment. Also the original quote and the paperwork they sent me after the fact listing the downsized equipment. They equipment runs longer to get the same result as my old equipment. Wear and tear is greater. Life span of equipment is shorter. Maintenance will be higher. Utility cost will be higher. EQUIPMENT IS DOWNSIZED.Desired Settlement: Would like refund based on downsized equipment, additional maintenance, lifespan of equipment, additional cost of operation.

Business

Response:

We had been trying to reach Mr. [redacted] over the weekend to help him better understand some things prior to putting the response together. We were able to connect with him this morning. [redacted], Diamondback Air Owner, spoke with Mr. [redacted] at length today and they have agreed to a time frame of 30 days to work through a mutually acceptable resolution. The crux of the confusion seems to stem from a clerical error in the model number that was written on the contract along with inadequate phone advice received by the customer by another HVAC company that may not have been fully aware of the complete equipment/installation (due in part or in full to customer's limited knowledge of the technical aspects of all of the equipment and parts that were installed.)

I will compose a formal response based on my better understanding of the customer's issue. With that, I hope to provide to both you and the customer some options for resolution.

Regards,

President

Diamondback Air, Inc

Consumer

Response:

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.

In response to the message from Diamondback Air president [redacted], First, no one tried to contact me before Monday, April 21. My only phone is a cell and it records all calls whether answered or not. Second, being an electrical contractor for over 30 years, I am quite familiar with HVAC equipment and terms. I have worked closely with numerous HVAC contractors and have supplied power to thousands of HVAC systems. Third, I selected Diamondback Air based on the equipment quoted in their proposal. If it was quoted in error I should have been informed before the installation was started. The equipment installed was substantially downsized. I received additional quotes from other contractors, but selected Diamondback Air based on equipment and price quoted.

In regards to my conversation with Diamondback Air owner [redacted], I have agreed to continue this conversation. I asked that they send me in writing a settlement offer on or before May 5, 2014. I would like to be compensated for the downsized equipment, the increase in utility cost (the equipment runs about three times as much as the old equipment, and yes I know the new equipment is more efficient), and some sort of extended warranty to protect me from future maintenance/breakdown costs since the equipment runs more.

If Diamondback Air is agreeable to these terms, I will respond to Revdex.com.

Regards,

Business

Response:

[redacted] (owner) and [redacted] (customer) spoke last week and agreed to 30 days to give Mr. [redacted] time to research what [redacted] communicated to him and to allow us to resolve this situation fairly. I believe at this point we are all on the same page with aiming for a fair resolution based on unfortunate clerical confusion.

Firstly and factually, the job contracted and performed by Diamondback Air was the optimal solution for the customer's premises. The jobdetails and equipment specifications were communicated to the customer prior to installation (a modified 13 seer split system outfitted with a TXV valve bringing total seer rating to 14.) The equipment we installed is the highest seer allowable via technical MFG specifications and in accordance with the manual J.

During the onsite evaluation and verbal quotation process, [redacted] communicated all of the above to Mr. [redacted]. By the customers response during this conversation, along with his technical background it was certain that he understood what would be installed at his location and why. However, when the quote was written, the wrong model number was inadvertently written on the quote by our office admin. It seems, based on this misprint, the customer made an assumption that he was now getting a 15-seer unit at the same price he was quoted for a 13 seer + TXV. Without seeking clarification, the customer went with his assumption and contracted with Diamondback to get this deal.

If we were made aware of the misprint we would have informed the customer that installing a 15-Seer rooftop, split system unit would not be possible at his location as it is not within mfg technical specifications. The specifications for the air handler from the original builder, along with the blueprints for this particular condominium when it was constructed, would not allow for anything more than what was verbally quoted and installed. Installing the unit identified via the model number misprint is not something we would have done (even for a higher price) nor is it something any reputable HVAC contractor would have done. The unit would never run.

We believe we went above and beyond to give him the highest possible seer rating based on a mix/match of equipment as stated in the work order along with the TXV for the maximum possible seer of 14, the seer number [redacted] and Mr. [redacted] were looking for and agreed on during their conversation. Additionally, we gave the customer a 2 year labor warranty on the unit, which is a year beyond the mfg warranty and considered above standard in this industry.

The customer does not seem to have an issue with the capability or brand of equipment nor its ability to heat. He has, however, been unable to substantiate cooling at this time but sees no problem as of this date with temperatures having been around 100°. The customer has stated that the running times based on the original equipment does not add up; however, [redacted] did remind him that anything newer and more efficient is going to run differently based on how the manufacturers specified it to work.

We do strive for 100% satisfaction with our customers and have not had a similar issue in the past with a misprint. Though we are confident the customer would not have been able to get a 15-seer unit installed by a reputable HVAC company (let alone for the price quoted); we are sincerely apologetic for the confusion and the additional time he has put into this. At this point if Mr. [redacted] based his decision to contract with Diamondback Air solely on feeling that he was getting a 15-seer unit for the price we quoted we believe the fair compromise would be to ask that he provide us with 2-3 signed quotes from reputable HVAC companies for the same job - equipment that was installed (including the TXV upgrade) and 2-year warranty and we will agree to match the lowest price among these.

President

Diamondback Air, Inc

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Description: Air Conditioning Contractors & Systems, Heat Pumps, Heating Contractors, Heating & Air Conditioning, Electric Heating Elements

Address: 2733 N. Power Road #102-608, Mesa, Arizona, United States, 85215-1682

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