Dicks Heating and Air Conditioning

Review:

Dear Mr. [redacted]:

I am very disappointed in your guarantee work, or in this case, lack of work.

I accepted your bid for two units when I built my duplex. I paid promptly (within a week) as soon as I got your billings. When I received a second billing for $210.80,1 thought it was a duplicate billing and I called you. You assured me it was not a duplicate and I sent you a check two weeks later. I realized you did not cash the check and I assumed you were satisfied since I did not receive a statement or phone call.

I turned on my air on May 6th for the first time and it did not work I waited until Monday, May 9th to call you and you sent someone out on Tuesday, May 10th. He informed me it needed a “valve” and if they didn't have one in stock, it would be ordered the next day and fixed as soon as the part came in. I called Monday morning, (5-13) and was told she would check and get back to me. At 1:30 p.m., I called again and talked to you and you were upset because you had not received the check. We agreed I would have the check for you when you came to repair the unit and you said you would schedule it for Thursday, May 16th. It is now the 20th and I have not heard from you so maybe the part has not been received or maybe you are not in a hurry to guarantee your work.

Because of your lack of communication and attitude, I will not be calling you to repair or replace anything in my other 15 units. I will not recommend you or your products to anyone. 1 will not want another Trane since this one did not work from the very beginning and it is taking over 2 weeks to get a part to you. I sincerely hope you will get this taken care of soon,Desired Settlement: see Attached document

Business

Response:

May 24, 2013 To whom it may concern;

The letter I received from the Revdex.com today is the first I have seen. We were hired by Ms. [redacted]’s contractor to install the new systems. We were paid for the majority of the systems in a timely manner; however the remaining $216.80 billed in October 2012, billed directly to Ms. [redacted], was left unpaid. Statements are sent every month showing the balance owed.

We received a phone call May 6th that the system wasn’t cooling properly, and sent a technician out May 7*, the next day. A part was diagnosed that needed to be ordered. It was a factory part that we installed when we received it on the 21st. After the part was installed other issues arose that we have been trying to work with technical support on. Another factory part has been ordered, we have simply been waiting for it to arrive to install.

Ms. [redacted] did call that Monday the 13th (after the initial service) and she was informed that parts had been ordered and we would install them when they arrived, and with the condition that the outstanding balance was paid, we even offered Ms. [redacted] a credit for registers she provided and removed the finance charges. The call ended very cordially and as far as we were concerned there were no issues. We did receive a call from our supplier on Wednesday the 15th to let us know that Ms. [redacted]’s son was upset we were requiring payment before performing warranty work. Rachel Camp with TRANE said that she informed Mr. [redacted] that we in fact are in our right to deny service (which we did NOT do) since we had not been paid in full.

I hope this resolves the issue.

[redacted]'s Heating & AC recently replaced my furnace and AC. The service, scheduling, and coordination was excellent, and much better than other heating/ac contractors I've used in the past. I'm very satisfied with the finished product, and cost was comparable to other quotes I had requested. I would recommend them to others if they want heating/AC work done, and I will definitely use them again.