Dick's Heating & Air Conditioning

We are sorry to hear that Ms. [redacted] is not happy with our company and our work performed. Our tech stands behind his diagnosis in regards to the CO level coming from the furnace. As in his report he states: ‘”Found carbon monoxide leaking, most likely the heat exchanger has a leak” and advised...

to have a working Carbon monoxide detector working within the home because her current one was not working, to which Ms. [redacted] agreed to having our company install.  We did offer a 2nd opinion at no charge to Ms. [redacted] to which she declined, but our offer stands to this day that we will send out the same tech and a supervisor to the location to show the CO level all at no charge to Ms. [redacted]. We can’t reimburse Ms. [redacted] for the 2nd opinion as it was her choice to have that done.  We offer her free filters each year with her yearly service each year, as we work stead and hard to restore her faith and confidence in our company and a 2nd opinion with a supervisor and tech to confirm no co is present at no charge to the customer.

We have fixed the issue with the filter for the customer to his satisfaction along with providing him (4) 20x20x5 filters (a value of $140.00), we believe we have addressed and fixed his concerns in regards to the filter. As a business, we strive for 100% satisfaction with our customer and we sincerely hope we have achieved this for him.

Complaint:...

[redacted]I am rejecting this response because:
I have contacted Dick's Heating and they are sending out an install supervisor to take pictures in order to show management.  I wanted to make sure this complaint stayed open until I find out what they are going to do.  They did not address what I wanted done but it appears at this time all they want to do is investigate.  They will be out tomorrow the 5th of April.[redacted]
Sincerely,[redacted]

I am satisfied with the resolution made by Dicks Heating even though they did not clean my ducts but I believe they were very concerned about my complaint.  Evidentially their supervisor that promised to fix it left the company and somebody dropped the ball.  Dick's fixed my filter box and left me with enough 5 inch filters to last me 4 or 5 years.  The filters are very expensive and they generously gave me a case of them.  Please note in the file I am satisfied with the fix.

Complaint: [redacted]I am rejecting this response because:
Over the past several years, I paid a decreasing annual maintenance/inspection fee for the A/C unit in question (and also the furnace), in which the duration of the agreement now results in those maintenance/inspection visits occurring at no cost anyway.  The response from the business offers them the opportunity to profit from additional services or repairs subsequent to the offered diagnostic inspection, but failed to address another concern regarding the failed part's stark price difference between companies.  Further, while the business rejected the supposition that low coolant levels resulted in the elevated electrical load which burned and pitted the original part, as well as the replacement they installed, it ignores the fact that the newer (and CHEAPER) part, installed by their competitor, has not failed since it was installed along with additional coolant.  Moreover, I ran the A/C unit for an extended time at a lower desired temperature (to account for the milder temperatures at the end of September), to test the performance of the newest part, which performed flawlessly.  Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: The statements in the response by Dick's Heating and A/C Inc. are false.  The technician did not quote a price prior to doing repairs.  The technician stated that I had to sign the form in order for him to complete the diagnostic.  I signed the form.  The technician then started what I thought was the diagnosis.  What I thought was the diagnosis and what we had agreed took the technician a maximum 15-20 minutes.  When he completed what he stated he was going to do, which was the diagnosis, he proceeded back to his truck and started writing.  At this point I was expecting him to write out what the problem was and provide me with a quote that would be charged for the work.  He came to me and handed me the same document that I had signed for what was supposed to be the diagnosis with a figure of $619.61!!!!  I initially thought this was an error and was supposed to be the figure of $69 plus tax as this was the quote for the diagnostic that Loretta, the Manager of Dick's Heating, had indicated over the telephone when I called initially to schedule an appointment as this figure was VERY close.... $619.61 and $69.  I asked the technician if this was a mistake what he wrote in.  He said no, this is the price to fix it. I told him that he was supposed to do the diagnosis first and I told him I was not going to pay $619.61 as he had not provided me this quote upfront.  He said "you should have called me directly to do this, I could do it for half price".  I didn't know what to say other than "how am I supposed to know this"?  He said his personal contact information is on Craigs List.  I was surprised and speechless.  This is at the point where I told him again I was not going to pay and that I was going to call his boss right away.  He said "you lie".  The technician called Loretta and was speaking with her as I believe he was concerned with his comments suggesting that I should have called him directly and he would have done the job for half the price.  I then called into their office and spoke with Loretta, only to have her not listen or quite frankly not even care about the fraud that was just committed.  Loretta simply said "you signed the paper" and repeated everything her technician said to her.   In addition to the dishonest "bait and switch" tactic, Dick's Heating and A/C Inc.  have threatened litigation and retaliated against us for filing this complaint with the Revdex.com and Attorney General by reporting our property to the City of Kent as being not to code.Also, to correct further misstatements in their response to the Revdex.com, I did not know if there were tools that the technician left at our house as I had not looked for it and YES, I did not want to look until we discussed the fraudulent invoice they were attempting to insist that I pay.  Eventually my wife called Dick's Heating and A/C to ask for the owner's name and contact information to write a letter and file a complaint.  Loretta, the manager of Dick's Heating and A/C refused to provide my wife the information and said that she was the only person my wife could speak with or direct concerns to.  Later, my wife and I looked for the tools they indicated they had left on our property.  We found it and my wife immediately worked with Loretta to return it HOWEVER was very concerned with their dishonesty and told Loretta she did not trust them or their company therefore my wife insisted on having a document drafted indicating that they picked up the equipment in the same condition as when it was left here and that it was in working order.  Loretta agreed that she said she would write this up for us and when they picked up the equipment we would sign and her staff that would come out to pick it up would sign as well.  Upon arrival of 2 of their employees my wife discovered that Loretta had not written in the statement regarding it's condition and that it was in working order.  This shows again the dishonesty of the employees of Dick's Heating and A/C.  My wife refused to sign the form and told the 2 employees that this is not what Loretta agreed to do.  My wife suggested they either call Loretta immediately to discuss this or that my wife would contact Loretta later that day to discuss the matter.  My wife needed to get to work as she had already missed 2 hours of work to accommodate their schedule.  The 2 employees contacted Loretta right away via telephone and they came back and said she said "okay" for my wife to write in the language and that the same language had to be on both copies (one for them and one for us). In addition to Dicks' Heating and A/C Inc. threatening litigation and retaliating against us with the City, they continue to call for payment and threaten to file a lien against our home.  Ironically, they have multiple violations under their business license  of the Washington State Department of Labor & Industries showing their failure to obtain electrical work permits under their business license.    
Sincerely,
[redacted]