DominAir Heating and Air Conditioning

Revdex.com: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 The response from this company has some completely inaccurate and comments I will address them one by one below: 1) The Coleman option brand was the one we chose based on our price range This is correct but we were relying on the "expertise" of Dominair and their recommendation as we are not experts in this business or industry We were assured Coleman was a very good and reliable brand! I am curious if Dominair still sells this brand? 2) I did not bring up the storms that was brought up by Dominair's representative as I didn't think it had anything to do with the AC going out Also, the company that ended up replacing the unit did not think it did either as a side note 3) Dominair claims to have hour service As evidenced by their own their own comments it would have taken men to repair, which they told me wouldn't happen on the weekend even if they found the part because they only had one technician working This is somewhat advertising to me if they don't have enough staff on hand or on call to complete repairs 4) I NEVER screamed and yelled at the Technician Yes, I was frustrated and asked to speak to a Supervisor I was told someone would call me back After waiting over an hour, not hearing back from anyone I did call him back to ask why no one had contacted me He then proceeded to tell me "to call their office as maybe someone would be there now" Which they were not! 5) I did not say that I was going to try to order the part on the internet This does not even make sense as I would have NO idea what part was needed or how to get it?? I asked Dominair if they would try to order it that way if ithat was possible I was trying to come up with alternatives as Dominair was not 6) The only time I was notified of the possible warranty issue (from their perspective) was on Monday Then I was told that they wouldn't know until it was sent back to the manufacturer and they looked at it If not then the amount they were going to charge me was going to be considerably more than the one of the other companies quoted me to replace it altogether So not only could I have had to wait weeks or so in degree heat in my house, with animals and a husband with Parkinson's Disease, I could have then ended up paying ALOT more based on whatever the manufacturer decided to do How would I even be able to fight it if they just decided to call it a non warranty issue and not tay for it?? They really left me with no options at all 7) The office rep did NOT try to locate a new compressor on Monday morning I left multiple calls on their answering machine as nobody answers the phone in their office These calls were NOT minutes apart They were hours apart I FINALLY received a call from their office rep asking me what I had decided to do and this was around 12:pm on Monday She wanted to know at that time IF I wanted her to check around for the compressor So that whole statement was completely false 8) Dominair never once offered me any viable solutions Again, it is Houston Texas and our summer heat is quite unbearable at times Did they offer to bring me a portable AC to help us out during the outage? No Did they even offer to replace the unit at a discounted cost themselves? No Did they even offer to replace the unit at all for me at regular cost? No I relied on this company for my heating and air conditioning needs and their expertise The customer service received was extremely bad and I think they should have made some attempt to find a solution for us There was no attempt made Regards, [redacted]

Revdex.com: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.  The response from this company has some completely inaccurate and false comments.  I will address them one by one below:
1)  The Coleman option brand was the one we chose based on our price range.  This is correct but we were relying on the "expertise" of Dominair and their recommendation as we are not experts in this business or industry.  We were assured Coleman was a very good and reliable brand!  I am curious if Dominair still sells this brand?
2)  I did not bring up the storms that was brought up by Dominair's representative as I didn't think it had anything to do with the AC going out.  Also, the company that ended up replacing the unit did not think it did either as a side note.
3)  Dominair claims to have 24 hour service.  As evidenced by their own their own comments it would have taken 2 men to repair, which they told me wouldn't happen on the weekend even if they found the part because they only had one technician working.  This is somewhat false advertising to me if they don't have enough staff on hand or on call to complete repairs.
4)  I NEVER screamed and yelled at the Technician.  Yes, I was frustrated and asked to speak to a Supervisor.  I was told someone would call me back.  After waiting over an hour, not hearing back from anyone I did call him back to ask why no one had contacted me.  He then proceeded to tell me "to call their office as maybe someone would be there now".  Which they were not!
5)  I did not say that I was going to try to order the part on the internet.  This does not even make sense as I would have NO idea what part was needed or how to get it??  I asked Dominair if they would try to order it that way if ithat was possible.  I was trying to come up with alternatives as Dominair was not.
6) The only time I was notified of the possible warranty issue (from their perspective) was on Monday.  Then I was told that they wouldn't know until it was sent back to the manufacturer and they looked at it.  If not then the amount they were going to charge me was going to be considerably more than the one of the other companies quoted me to replace it altogether.  So not only could I have had to wait 3 weeks or so in 100 degree heat in my house, with 5 animals and a husband with Parkinson's Disease, I could have then ended up paying ALOT more based on whatever the manufacturer decided to do.  How would I even be able to fight it if they just decided to call it a non warranty issue and not tay for it??  They really left me with no options at all.
7)  The office rep did NOT try to locate a new compressor on Monday morning.  I left multiple calls on their answering machine as nobody answers the phone in their office.  These calls were NOT 10 minutes apart.  They were hours apart.  I FINALLY received a call from their office rep asking me what I had decided to do and this was around 12:30 pm on Monday.  She wanted to know at that time IF I wanted her to check around for the compressor.  So that whole statement was completely false. 
8)  Dominair never once offered me any viable solutions.  Again, it is Houston Texas and our summer heat is quite unbearable at times.  Did they offer to bring me a portable AC to help us out during the outage?  No  Did they even offer to replace the unit at a discounted cost themselves? No  Did they even offer to replace the unit at all for me at regular cost?  No
I relied on this company for my heating and air conditioning needs and their expertise.  The customer service received was extremely bad and I think they should have made some attempt to find a solution for us.  There was no attempt made. 
Regards, [redacted]

Regarding the complaint I would like to clarify a few items and add a few too.  First of all, the customer is correct they did purchase new equipment from us in 2010.  The Coleman unit they bought, was the option and brand they chose.  They had other options to chose from, but the...

Coleman was in the price range they wanted.  Regarding the call on 9/5/14 the customer called on a Friday evening and our company sent a technician was dispatched to the customers house on Saturday (the time and day that the customer agreed too).  When the customer called in the service call she mentioned that they had experienced several storms that day and after one of the storms the unit stopped cooling.  Also the customer was out of town at the time so we had to meet somebody else at the house.  When the technician arrived on Saturday morning he found that the compressor (main part of the condenser) was out due to the storm.  A compressor replacement is a very labor intensive job and with us trying to claim it under warranty for the customer we have to get the exact compressor replacement that the manufacturer recommends.  Reminder that this is all on a Saturday where vendors are not operating on their normal business hours or a normal crew to assist with warranty.  The technician called the customer and reported to her his findings and let her know that we will have to find the compressor and verify the warranty through the manufacture and that it may not be today.  Also that the replacement is very labor intensive and requires two men to perform the install.  Our technician asked the customer several times to please quit screaming at him and that he would have the office call her.  She was yelling at him the entire time.  Also on a side note when a compressor goes out to do a storm, it is not a warranty issue any longer, but we were trying to do everything we can to help the customer and save her money. Saturday our office on call representative called all over Houston to try and find the compressor replacement in stock in the Houston area.  After several hours of calling around we were told by every vendor that dealt with [redacted] equipment and would honor the warranty that the part was not in stock in Houston at all and would take 3 weeks to get here.  Our representative called the customer to inform her of our findings and to let her know we are trying to get it sooner but it would cost an additional $1000 and that we would have to pass that along to the customer. The customer was not happy since she did have animals in the house and we apologized and told her we would keep trying, but that is where we stand on Saturday afternoon.  The customer said she called out other companies too and they all told her the same thing.  Her last comment to us on Saturday afternoon was to forget it she was going to try and order the compressor over the internet and have another company install it. WE at this time reminded the customer that we are trying to process the compressor replacement as a warranty, but if it is declined we would have to charge her full price for the compressor replacement.  We were trying to prepare her for that just in case the manufacture declined the warranty.Monday morning, as soon as the office opened our representative continued to try and find the compressor and even tried to see if the vendor helps customers in this situation where they are without air due to a warranty item being out of stock.  They told us that the manufacture does not.  Reminder the customer told us she was going to have another company install the part for her, but we wanted to make sure we had covered all of our ground and hoping something would change since it was not a normal business day. The customer did call us on Monday morning (twice within 10 min.) and emailed the owner which was out of the office due to a death in the family.  Mr. [redacted] has been out of the office for an extended time due to the death being an immediate family member.  When we called the customer back on Monday, she told us that another company made bad comments about the brand of equipment and that they have experienced backorder issues with the brand several times.  The customer was the one that chose the brand, and four year later we cannot predict backorder issues.  We installed the equipment, we did not make it.  We purchased exactly what the customer approved and paid for.  The customer decided to purchase another condenser and not go through the warranty which she originally wanted.  Therefore we do not feel we are responsible to pay the customer back for the purchase of the new equipment.  As a company we followed all the protocols we are required too.  We arrived at the customers house when a service call was made, we diagnosed the problem correctly, we called to check warranty and availability of the part, we informed the customer of the delays and explained the warranty replacement has to be from the manufacture, we followed up with updates on Monday and informed customer we could rush the part but that it would come with an additional charge.  The only part we did wrong, was trying to claim a warranty when it was possibly going to be declined due to it not being an manufacture default or install default.  At this time , [redacted] feels we did all we can do to replace the part that was not working and in a timely manner.  We cannot take responsibility for a manufacture not having a part in stock all the time.  That is out of our hands.  And the reason the owner has not responded, once again is due to a death in his immediate family. Please let me know if you have any questions.Thank you