Down East Heating & Air Conditioning, Inc

I had Down East Heating and Air Conditioning install a new system in my home in April of 2013. My old system was approximately 25 years old and was very noisy and not very efficient. The new system worked as expected for the first month. During that first month I saw significant savings in my electric usage and the noise level was way below what we had been experiencing. After the first month in use everything went up, the noise level and the energy usage. After a few months I called and Down East sent a technician over to my house to look at the system. He said it was running fine and that nothing was wrong. He did say he adjusted something to make it flow better. After another couple of months of lots of noise and high energy usage from the system I called Down East again. They sent the same technician out who once again said that nothing was wrong. The technician said that he undid the adjustment that he had done the previous time. After another couple of months I called again. This time they said it was no longer under warranty and that I would have to pay the service call fee. I agreed. This time another technician came to the house. He also said that the system was fine and that the noise was coming from the case of the outside unit which was loose. I initiated an email complaint with [redacted] (the manufacturer of the system) and have gotten the run around. If you value anything do not use this company or [redacted] products.

I had Down East Heating and Air Conditioning install a new system in my home in April of 2013. My old system was approximately 25 years old and was very noisy and not very efficient. The new system worked as expected for the first month. During that first month I saw significant savings in my electric usage and the noise level was way below what we had been experiencing. After the first month in use everything went up, the noise level and the energy usage. After a few months I called and Down East sent a technician over to my house to look at the system. He said it was running fine and that nothing was wrong. He did say he adjusted something to make it flow better. After another couple of months of lots of noise and high energy usage from the system I called Down East again. They sent the same technician out who once again said that nothing was wrong. The technician said that he undid the adjustment that he had done the previous time. After another couple of months I called again. This time they said it was no longer under warranty and that I would have to pay the service call fee. I agreed. This time another technician came to the house. He also said that the system was fine and that the noise was coming from the case of the outside unit which was loose. I initiated an email complaint with [redacted] (the manufacturer of the system) and have gotten the run around. If you value anything do not use this company or [redacted] products.","neg-1

I hired Down East to replace 2 Heating and Ac units, service has not been completed. They have cashed my check and I am being ignored now.I hired Down East to replace my 2 ac bryant units, I did some research on the power companies website, and found a $500 rebate that I was able to apply for since my units were getting replaced by a preferred vendor. Unit was installed, I paid $6300.00 via Check the day the unit was installed, Sales rep insured me that the rebate paper would be filed by office manager. I gave the office about a week to file the rebate, Called and followed up, I was advised by office manager that she didnt know when the rebate would be complete. So I asked, she advised me they had to come out and measure the units, and I was not at the top of their list. so I gave them another week, called and checked the status, no rebate has been submited, called down east, they set up a tech for today july 26, I work and so does my husband he is a retired MArine and now a Police officer who happens to be on nights, so I had to call and wake him up so he could be awake for the tech, at 1135 I recieved another call that they would not be able to come today and didnt know when they could come back. Well my husband who had to wake up to meet them now has had his sleep interrupted couldnt go back to sleep, he needs his sleep to serve and protect our city. So I called the office again, no one could give me a explanation, and no one knew what was going on. This is alot of money for a rebate $500.00 if it was their money they woul;d be just as upset as I am. This company takes your money then washes their hands with you once they got what they want you are no good for them any more! A bunch of Crooks!Desired SettlementLearn how to meet the requirments that [redacted] enegery is requsting so that my rebate can be submited, have a tech come to my home in a timely mannor to complete the required task, submit my rebate ASAP. Business did not have to wait for me to pay them why are they making me wait to receive my rebateBusiness Response Contact Name and Title: [redacted] OwnerContact Phone: XXX-XXX-XXXXContact Email: [redacted]@downeastheating.com[redacted] Energy had not made us aware that they had changed companies handling their rebate program thus their paperwork and requirements have changed.We have contacted [redacted] Energy and got their new form and list of requirements. We have contacted the home owner and made an appointment for August 10, 2106 in the afternoon hours, to gather the requested information. I do not agree with home owner that we had agreed to submit the requested data since we had not been informed of the paperwork change and the requirements. The home owner also requested this work to be done the hottest time of the year which proves to be our most busiest time.Consumer Response It dosnt matter that it's the hottest or busiest time of the year, I'm still a customer and keeping customers happy is the key to having a successful business. I just hope this appointment does not get canceled like it had in the past and I hope they actually complete the service required for the rebate!

I was given a proposal on 1/6/15 for a new Bryant 3 Ton 13 seer model 213ANCO36 matched with a Mortex coil,coil shelf, electric furnance and air handler.Install new pro 5000 thermostat. Limited warranty 10 years on compressor and all other parts. 2years on labor by Down East H/A Inc. Sign by Mr. [redacted]. I started having cooling issues in 6/3/16 and let it go until around the early part of July when I contacted Down East in person and question the second Proposal that I had been give by a Mr [redacted] of Down East H/A Inc at the time of the completion of the job 4/22/15 .Only thing he explained that change was the 13 seer to 14 seer and cost nothing else. I get both proposals to question why the original had 2yr labor warranty and the second had a 1 yr warranty. I ask why was I not told this he replied it was type error .I had Down East come out on 7/27/16 to check system and was told it had a leak and low on freon 2 lbs . Tech put freon in and said it would cost $111.00 to look for leak not fix it look for it along with the servie charge and freon .This system leaked down 2lbs of freon in less than 1 yr , then the leak was there at the time of installation .Desired Settlement I would Like for Down East H/A , Inc. to finish the job and Honor the initial agreement that was written by the owner on 1/6/15. Reimbursement for service charge and freon charge.Business Response Contact Name and Title: [redacted] Office ManagerContact Phone: XXX-XXX-XXXXContact Email: [redacted]@downeastheating.comWe have searched thru our sources,and do not show Mr. [redacted] was given a proposal on January 6, 2016.It may have been discussed.Either way a proposal is only valid for 90 days. In which at the time we were having a promotion. As of April 22,2015 which is over the 90 days he would not have received 2 year labor warranty. He called our office July 25, 2016 and was scheduled an appointment that day. He ended up calling and cancelling that appointment. He called on July 27,2016 and wanted a service call so our tech. went out that day. There was a charge because his first year labor warranty was over. We tried calling him to go back and do a leak search. He was left a message on 8/17/16 no answer,8/19/16 no answer, 8/19/16 left a message and also on 8/23/16 left a message. He was not charged for the leak test on 8/24/16. He had a proposal with 10 years on compressor and all other parts, and 1 year on labor.