DiPietro Heating & Cooling

We are currently working with Mr [redacted] in resolving his issue He is working closely with our Service Manager and there is a scheduled return date

5/31/Customer called stating water leak similar to previous year Customer asked for maintenance plan to avoid paying $service fee We performed planned maintenance on systems and could not pinpoint definitive source of waterWe did insulate feet of condensate line in attic that could have had condensation and causing leak6/Customer called with no ACThis was middle of heat wave and our technicians were already fully booked We arranged for ***, service manager to go out next day (6/13) 6/13/ [redacted] arrived at customer location and found a service switch off, could not determine why it was off, it was tripped or if it was turned offReset unit and left with cold air blowing and no apparent issues with units We did not charge customer the service fee for this callIt was clear that unit had been operating fine since the last call weeks ago6/Customer called reporting another water leak, feet away from unit We determined it was condensation from poor insulation around ductwork We advised customer where insulation was needed to prevent future leaks and did not charge the customer for this service callWe quoted the customer a ballpark figure of $for a water protection system for the AC system that would solve the problem of condensation leaking We explained to the customer that we would discount $from the cost of this as a courtesy, but feel we did everything we could for this customer given that the insulation is poor and condensation leaks will continue until the customer addresses the root cause of the issue We believe this is more than fair considering the original cost of $was for maintenance that was performed on the systems and we did not charge for subsequent service calls We will follow up with the customer directly to see how they want to proceed with the additional work

Ms [redacted] 's original complaint has been resolved She received her check and warranty information that she requested She is currently having a new problem where there is not enough air flow in one of the bedrooms Our service manager went to her house last week and is confident that he can solve the problemWe have service scheduled for her home on Wednesday 7/12/

Dear [redacted] & [redacted] , We are writing in regards to the above mentioned complaint filed on12/27/ Firstly, we apologize forany inconvenience or distress caused by this error We take great care to ensure that importantmatters such as this are properly managed and processed Unfortunately, this is an occasion where astandard of DiPietro Heating & Cooling, Inchas failed to meet thecustomer’s expectations In light of this, DiPietro Heating & Cooling, Inchas decided to refund youin the amount of $ We hope thatyou find this to be an acceptable resolutionWe have also taken theappropriate measures to prevent this from happening in the futureAgain, wesincerely apologize for the inadequate service that you received Wewish you and your family a Happy New Year, DiPietroHeating & Cooling, Inc

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] For 5/31: We called in primarily for the the issue of the water leak, which was in a unit different from the one which experienced the issue last yearWe checked again with the staff, who called DiPietro that day and she said she called in for the water leak only6/13: The water leak started happening a few hours after [redacted] left and not 6/as reported6/I called in asking for ***, the manager, because we continued to experience the water leakI was never given any proposal nor given the 'ballpark' figureI remember clearly [redacted] telling me that he'll work on the proposal and send us the proposal in a few daysWhen I called in on 6/14, I asked *** whether he can send in the proposal sooner [redacted] called me back that day and reiterated that he'll send a proposal4.My wife and I called *** a week later too about the proposalHe said the proposal was sent via email which was a lieSoon after we raised the Revdex.com complaint, ***, the manager, reached out to me through text and said that he's waiting to hear back from me (he claimed he called the office) so that he can send a check for $(half of what they charged us) to usI asked him if you could reach out now via text why couldn't you have done that earlier*** texted me on the 19th that he's mailing out a checkIt's been a week and I haven't seen the check arriveRegards, [redacted]

Customer cashed our check for $on 8/7/We regret that the customer is still not satisfied We have done everything we can do for this customer and provided recommendations to upgrade the entire system for all units in the building Customer does not want to proceed with this plan due to cost The quote he has requested will not solve the root cause of the problems he is having

We have reached out to [redacted] and settled this matter directly with her The check will be sent in the mail to her this week We are pulling the last of the warranty information that she has requested and will have it to her within the next few daysNo further action is required on our part and we consider this matter to be closed to the customers satisfaction

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below I contacted Dipietro Plumbing and Heating at two different emails January 20th and have not received a response or payment Regards, [redacted] And [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
I will confirm they have responded, per their message, regarding the check and all but one of the rebatesThere is a service issue they have yet to respond toI waited to return your email to see if it could be resolved today, however I have not received a call back since this morning.I wish to keep the claim open until they have fully responded to the service issueThe fact that I am still calling them, and I will be rebated $less than I should is beyond frustratingI would very much like them to at least resolve the service problem before closing the complaintI have been forced to deal with them since September and the only motivation for them to respond has been this complaint
Regards,
*** ***

This is in response to Mrand Mrs***’s complaint against our company.
DiPietro is a third generation heating and air conditioning company with a good reputation in our community. DiPietro did perform an oil to gas conversion on 9/for the ***’s. Our saleman, ***, did show up minutes early for the appointment on 10/9/ We believe in being prompt, if not early, and if this created a problem for the ***’s, *** would have happily returned minutes later. The contract was for approximately $15,and the ***’s did in fact pay the $12,which left an outstanding balance of $3,that was due upon the completion of the installation (in September). *** went there on the 9th of October to collect that balance. *** states that he was always on the opposite of the room and vehemently denies any bullying or belittling. *** stated that he would have someone from our Company return to put in a vent that the ***’s were requesting to make the customer happy but that it was not in the scope of the contract Their withholding of over $3,that day for a $part was unreasonable. *** has been a professional salesman for nearly years without incidentHe categorically denies that he would show up anywhere minutes early to “shake down” a customer like an “old-time gangster”. The Company did pull all required permits from the town. If you have any further questions, please do not hesitate to contact me Please also acknowledge receipt of this email. Sincerely,*** ** ***Corporate Compliance Officer DiPietro Heating and Cooling, Inc.* ** *** ***
*** ** ***
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
The airflow issue was included in the original consultation with this vendor It was expected to be addressed with the implementation of the new equipment Unfortunately, with the extensive issues and communication I have had with the vendor since signing the original contract I am just now able to focus on this item The air conditioning unit has only recently been turned on and had installation related issues from the get go I have been extremely patient this entire time I have confirmed receipt of the refund check but continue to wait on a rebate I am not willing to close this complaint until all matters are final based on the fact that it has taken this long and intervention of the Revdex.com to make progress I look forward to working with the technician this week regarding the air flow issue as they gave me reason to be confident it would be resolved. Regards,
*** ***

MR *** WAS LOOKING FOR SERVICES THAT WE DID NOT PROVIDEOUR CUSTOMERS RECEIVE A UPFRONT PRICE BEFORE WE BEGIN WORKMR *** DECLINE THE UPFRONT PRICE AND DEMANDED SOMETHING DIFFERENT THAN WHAT WE COULD PROVIDEWE MADE THE FULL REIMBURSEMENT AS REQUESTED BY MR *** ON 6/11/

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues...

and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Ms. [redacted]'s original complaint has been resolved.  She received her check and warranty information that she requested.  She is currently having a new problem where there is not enough air flow in one of the bedrooms.    Our service manager went to her house last week and is confident that he can solve the problem. We have service scheduled for her home on Wednesday 7/12/17.

Customer cashed our check for $147 on 8/7/17. We regret that the customer is still not satisfied.  We have done everything we can do for this customer and provided recommendations to upgrade the entire system for all units in the building.  Customer does not want to proceed with this plan due to cost.  The quote he has requested will not solve the root cause of the problems he is having.

We are currently working with Mr. [redacted] in resolving his issue.  He is working closely with our Service Manager and there is a scheduled return date

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
1. For 5/31: We called in primarily for the the issue of the water leak, which was in a unit different from the one which experienced the issue last year. We checked again with the staff, who called DiPietro that day and she said she called in for the water leak only. 2. 6/13: The water leak started happening a few hours after [redacted] left and not 6/14 as reported. 6/14 I called in asking for [redacted], the manager, because we continued to experience the water leak. 3. I was never given any proposal nor given the 'ballpark' figure. I remember clearly [redacted] telling me that he'll work on the proposal and send us the proposal in a few days. When I called in on 6/14, I asked [redacted] whether he can send in the proposal sooner. [redacted] called me back that day and reiterated that he'll send a proposal. 4.My wife and I called [redacted] a week later too about the proposal. He said the proposal was sent via email which was a lie. 5. Soon after we raised the Revdex.com complaint, [redacted], the manager, reached out to me through text and said that he's waiting to hear back from me (he claimed he called the office) so that he can send a check for $147 (half of what they charged us) to us. I asked him if you could reach out now via text why couldn't you have done that earlier. 6. [redacted] texted me on the 19th that he's mailing out a check. It's been a week and I haven't seen the check arrive. Regards,
[redacted]

We have reached out to [redacted] and settled this matter directly with her.  The check will be sent in the mail to her this week.  We are pulling the last of the warranty information that she has requested and will have it to her within the next few days. No further action is required...

on our part and we consider this matter to be closed to the customers satisfaction.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Being a third generation company has no weight on this issue as it stands today and is irrelevant, but I appreciate the attempt to save-face by starting off saying that. This is why we originally agreed to go with DiPietro, but mistakes were made and reputation was in fact proven to be incorrect. As of today 11/10/15 there have been no record of pulling permits for building and plumbing (only electrician). Permits are required through the town to have inspections upon completion of said work conducted to ensure they follow safety and code regulations. There is a scheduled inspection with this company for 11/19/15, OVER 10 WEEKS after the work was said to be "completed".As far as showing up early, being prompt and punctual means being on time. Not at a time that could disturb others. It did create a problem, since according to a friend that was at the house at that morning, when the door was opened to speak with [redacted] by her, he let himself in without invitation. Maybe it was an assumption by him that he was being let in by the door opening. My wife was at the time getting ready to hop in the shower, when she was forced to come downstairs while still in her pajamas because she wasn't expecting someone for another 30 minutes. [redacted] was quoted as saying "I showed up early because I want to keep you on your toes" which was perceived as threatening by my wife. Whether or not he meant it as that is irrelevant because it made my wife feel vulnerable in her own house by this man.Work is not completed until ALL aspects of the job is completed. If work is not completed then the work therefore does not deserve 100% payment. Unfortunately, due to the [redacted] loan distribution, I only had available for a small amount, $3,000 which is a check issued directly from the bank, to withhold. If it was indeed only a $15 part, then there shouldn't have been an issue to swing by the next day (or within a reasonable amount of time), replace it, set up the appointment for the inspections as required and collect the remainder of the balance. Non of that was done. Instead, over 4 WEEKS later, [redacted] showed up and verbally strong-armed my wife into paying 100% because [redacted] said so. Also, we were under the impression that the vent was going to be fixed that day because that is what we were told after numerous (of the same) conversations about it. Instead, DiPietro had no intention of actually finishing the work that day.  Again, scope of the contract to DiPietro means nothing to the company since they perform work that is not in the scope when it's convenient for them. (See electrical panel on initial complaint about not being a part of the "scope"). Again, if it wasn't a huge part or problem, the work could've been done weeks before this (or on the date [redacted] came by to shake-down the rest of the money like we had all agreed) to avoid the problem altogether. Instead DiPietro chose to drag their feet until at a point in time where they felt they we wronged and in the right to have [redacted] do what he did. [redacted] can "categorically deny" anything he wants to in regards to the shake-down for money, but in the end it doesn't make it any less true.On top of the above, we had to pay an additional $550 out of pocket for a rebate that had paperwork that was supposed to be completed within (I believe) 6 (or 8) weeks of the installed work. However, the company waited and sent us the required paperwork at a date that gave us 8 business days to complete to ensure we were to receive our rebate monies back, instead of when the work was "completed" to give us ample time to complete said paperwork. This means we had to scramble to get everything together for us to get this rebate back to us or else that money would be lost.We categorically reject the business' response to our initial complaint as the work still has not been completed and their response lacks actual corrective substance.
Regards,
[redacted]

5/31/17 Customer called stating water leak similar to previous year.  Customer asked for maintenance plan to avoid paying $95 service fee.  We performed planned maintenance on 2 systems and could not pinpoint definitive source of water. We did insulate 3 feet of condensate line in attic...

that could have had condensation and causing leak. 6/12 Customer called with no AC. This was middle of heat wave and our technicians were already fully booked.  We arranged for [redacted], service manager to go out next day (6/13) 6/13/17 [redacted] arrived at customer location and found a service switch off, could not determine why it was off, it was tripped or if it was turned off. Reset unit and left with cold air blowing and no apparent issues with units.  We did not charge customer the service fee for this call. It was clear that unit had been operating fine since the last call 2 weeks ago. 6/14 Customer called reporting another water leak, 10 feet away from unit.  We determined it was condensation from poor insulation around ductwork.  We advised customer where insulation was needed to prevent future leaks and did not charge the customer for this service call. We quoted the customer a ballpark figure of $800 for a water protection system for the AC system that would solve the problem of condensation leaking.  We explained to the customer that we would discount $150 from the cost of this as a courtesy, but feel we did everything we could for this customer given that the insulation is poor and condensation leaks will continue until the customer addresses the root cause of the issue.  We believe this is more than fair considering the original cost of $250 was for maintenance that was performed on the systems and we did not charge for subsequent service calls.  We will follow up with the customer directly to see how they want to proceed with the additional work.