Sun Devil Heating and Cooling, Inc.

I just spoke with this customer. He received a voicemail message from the Revdex.com regarding the complaint. He has agreed to cancel the complaint. If you don't receive a call from him by 2pm, please reach out to this customer to confirm that he wants the complaint cancelled. Thank you

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.  For your reference, details of the offer I reviewed appear below.

While Sun Devil did make the offer to come out and fix the unit at a discounted price they were unable to for two days and had hung up on me repeatedly and the manager [redacted] stated for us to "loose their number" once it was done. This is not the kind of place I trust with doing repairs on my house.

Also Since we filed this complaint we had [redacted] come out the following day to fix the AC. At that point they determined that a new capacitor was needed however that was not what not allowing the unit to turn on. They determined the previous technician had actually fried our breaker. (He did state he couldn't tell if it was intentional or not) [redacted] replaced both the capacitor and the fried breaker within 20 mins and charged us only $150.00 ( over 50% less than quoted by Sun Devil for replacing just the capacitor) Although I feel as if Sun Devil should be responsible for the additional cost to repair the breaker as well as the cost of putting us in a hotel for the night. Most importantly I want other consumers to know this is how they operate and to not do business with them.

Our Second Response:

Our technician had the unit running and cooling per the initialed exit temperature listed on the uploaded invoice, indicating the unit was not only running (the unit would not work if the breaker was "fried") it was cooling. We, however, admit that only after our office staff, technician, and Manager were cussed at and hung up on repetitively for not fixing the unit for free right away, our manager offered to replace the capacitor for free then requested that after this repair was completed, that she not contact us in the future. 

This customer purchased a [redacted] Deal for $39 for a basic tune-up. Step one of our basic tune-up is to diagnose any potential problems. My technician discovered a bad capacitor. My technician recommended the replacement of this capacitor at a price we need to charge to operate our business (not all companies have the same operating costs). When this customer declined to make the repair, my technician was unable to continue with the tune-up. My technician returned the unit to it's previous condition and requested this customer sign the invoice indicating the exit temperature. 

Since our prior response we authorized [redacted] to return her the cost of the tune-up since we were unable to perform the tune-up (attached).

Per this customers response, [redacted] confirmed my technicians diagnosis (a bad capacitor) and completed it for less the cost we estimated.

This is a pricing dispute.

Please remove this complaint as it is a pricing complaint as we did not perform any work on this customers air conditioner. Thank you

We had [redacted] scheduled for July 10th between 10-11 am. Our technician did arrive late, however our office did contact [redacted] to let her know that our technician was running late and gave her the option to reschedule. Per our technicians notes (see attached invoice [redacted]), Our technician...

arrived for the tune-up and upon inspection, the compressor was pulling high amps due to a bad 80UF run capacitor. Our technician quoted a replacement of this run capacitor. [redacted] declined repairs and requested that our technician put system back together. My technician did return the damaged part to the system and put the system back together. Our technician warned [redacted] that the system would eventually go out on high pressure and urged [redacted] to authorize the replacement. Our technician noted on the invoice in the amount column the exit temperatures at 62.5 degrees which [redacted] initialed. 

Approximately 3 hours later, the system did exactly what our technician had predicted. The system shut down. [redacted] called our technician and demanded that he return to put her AC system "back together the right way". Our technician contacted his dispatcher who then notified our General Manager. The G.M. Called [redacted] and attempted to reason with her explaining that though the system was functioning at the time our technician arrived, the system would have failed regardless of our visit. Furthermore, our G.M. also stated that in an effort to take care of this customers needs, Sun Devil would reduce the repair bill by half. [redacted] declined and hung up on our G.M. as it became clear that Sun Devil would not make the repairs for free.

After being notified of [redacted]'s persistent and belligerent text messages to our technician that lasted late into that evening, our G.M. called [redacted] the next day and offered to make the recommended repairs for free. [redacted] declined. 

Conclusion: We offered a repair recommendation at 50% the quoted amount and [redacted] refused. We offered to return and replace this run capacitor for free to avoid any complaints, [redacted] refused. We believe this to be strictly a pricing concern and request that since [redacted] has refused any repairs, this complaint be dismissed.

Settlement Offer: Sun Devil will return the purchased [redacted] Voucher amount ($39.95) to [redacted] as the tune-up was not done due to the system not functioning properly upon arrival and no repairs were authorized and no work was done on [redacted]'s AC system.

Great experience with the crew. They were all professional and on time. I had them install a brand new duct work, take down old rotten swamp coolers. Everything went great! Best price quote to top it off. The entire team was simple amazing.

I just spoke with this customer. He received a voicemail message from the Revdex.com regarding the complaint. He has agreed to cancel the complaint. If you don't receive a call from him by 2pm, please reach out to this customer to confirm that he wants the complaint cancelled. Thank you

I have called them out several times for myself and my neighbors and friends They are very fast very professional and very reasonable would continue to use them

Review: I purchased a roof top AC unit in 2010 from Sun Devil and had it installed by them. Fast forward to September 2013, come home from work, AC not working, this was on a Friday, temp is 105 degrees. Called Sun Devil, no answer, called again on Saturday no answer, left messages, no call back from them. Called [redacted], they sent a tech out and told me the expansion valve needed replaced and they could do it on Monday but it would be expensive because it was an old AC unit built in 2005 and using obsolete R22 freon. Told them I would try to call Sun Devil again and get it repaired under warranty. Called again on Monday talked to receptionist said she would have someone call me back later. Manager calls me back about 1 pm, I tell him what the tech told me and he said no problem will have the part by Wednsday morning and will do the repair for $500.00 because parts are covered but not labor. I agree and wait for the tech to show up, no one shows up, no calls, again can't reach them. Thursday they call me and say they have the part and will be out at noon to do the repair, the tech shows up looks and the unit and says we can't repair it for $500.00 because of the age of the unit and now it will be $1200.00 because of the type of freon in the unit. I told him to have his manager call me because this was the unit they sold me as new 3 years ago and no one said anything about it being obsolete when they installed it. As of this time still no response from them and the unit is still broken.Desired Settlement: They knowingly sold me an out of date unit when I thought I was getting a new one then refuse to repair the unit without more than doubling the price of the repair. At this time I am done with them, I would either like my $3200.00 in cash back so I can put it towards a new up to date unit or they can come repair this one free of charge for all the aggravation and discomfort they have caused me and my family.

Business

Response:

We were informed by this customer that this complaint was cancelled. Please let us know if our information is incorrect.[redacted],[redacted]General ManagerSun Devil Heating and Cooling, Inc.

Sun Devil did an excellent install job with my new gas furnace and electric air conditioning system. Work was completed in a timely manner as scheduled. All components worked perfectly from start to finish. Everything was cleaned up and hauled away where necessary.

They have great suggestions to help the a/c - gas heat work more efficient.

I would highly recommend Sun Devil Heating and Air for your weather comfort needs.

So I had various bids and sun devils was more attractive for the same services rendered as all the other outfits out there, so in value it was a no brainer. They installed when they said they would, delivered as promised, and to me, that's the way business is done. I would highly recommend!

I've had 4 different HVAC companies come to my home and provide either estimates, tune-ups, capacitor replacement and/or recommendations. Out of all of them I am extremely pleased with Sun Devil Heating and Cooling. Throughout the process they have been professional, courteous and sincere. They also provided the best price, quickest service and promptly followed up with my request to replace our slit A/C system. Everyone that I worked with from the owner to the office staff, and the guys doing the work were respectful and easy to work with. I'm really pleased with these folks!

Great customer service, were very prompt on a service call and the technician was knowledgeable and able to fix the problem quickly.

Review: We had Sun Devil Heating come out yesterday to give our AC unit a tune up (It was functioning fine) due to the recent Haboob. When the technician came out (He was two hours late) he stated we needed a new capacitor for which he quoted us $305.00. I told him I would like to call around to try to get the best price (for which I found the part is $8.00). He stated he recommended doing it right now and was annoyed we wanted to call around. After he finally left our AC unit no longer functioned. (it wouldn't even turn on) When we called Sun Devil Heating and cooling they stated it wasn't their fault as the tech stated we needed a new part. (Once again it was functioning perfectly fine before they arrived) After we asked if they could please send someone back out to please fix the problem they clearly created, and they said they would for $250.00 (they figured at this point we had no choice but to have them come back out or we would die in our hot house) . We stated we should not be responsible for paying them anything as they clearly broke (disabled) our unit. They refused and then both the main number as well as the technician hung up on us repeatedly. At this point we want nothing to do with this shady company so we are having another reputable company come out today to fix the problems Sun Devil created. We were forced to get a hotel last night as our house reached temps of over 102 degrees and we have little ones that could not have taken the heat. I have NEVER had such bad customer service or been screwed over by a crooked company like this before. I cannot believe a company can do business like this, If this is not a crime it should be!Desired Settlement: I feel we should be reimbursed for our hotel stay ($57.71)as well as the service call to re enable our AC unit. More Importantly I do not want this company to screw over any other people!

Business

Response:

We had [redacted] scheduled for July 10th between 10-11 am. Our technician did arrive late, however our office did contact [redacted] to let her know that our technician was running late and gave her the option to reschedule. Per our technicians notes (see attached invoice [redacted]), Our technician arrived for the tune-up and upon inspection, the compressor was pulling high amps due to a bad 80UF run capacitor. Our technician quoted a replacement of this run capacitor. [redacted] declined repairs and requested that our technician put system back together. My technician did return the damaged part to the system and put the system back together. Our technician warned [redacted] that the system would eventually go out on high pressure and urged [redacted] to authorize the replacement. Our technician noted on the invoice in the amount column the exit temperatures at 62.5 degrees which [redacted] initialed.

Approximately 3 hours later, the system did exactly what our technician had predicted. The system shut down. [redacted] called our technician and demanded that he return to put her AC system "back together the right way". Our technician contacted his dispatcher who then notified our General Manager. The G.M. Called [redacted] and attempted to reason with her explaining that though the system was functioning at the time our technician arrived, the system would have failed regardless of our visit. Furthermore, our G.M. also stated that in an effort to take care of this customers needs, Sun Devil would reduce the repair bill by half. [redacted] declined and hung up on our G.M. as it became clear that Sun Devil would not make the repairs for free.

After being notified of [redacted]'s persistent and belligerent text messages to our technician that lasted late into that evening, our G.M. called [redacted] the next day and offered to make the recommended repairs for free. [redacted] declined.

Conclusion: We offered a repair recommendation at 50% the quoted amount and [redacted] refused. We offered to return and replace this run capacitor for free to avoid any complaints, [redacted] refused. We believe this to be strictly a pricing concern and request that since [redacted] has refused any repairs, this complaint be dismissed.

Settlement Offer: Sun Devil will return the purchased [redacted] Voucher amount ($39.95) to [redacted] as the tune-up was not done due to the system not functioning properly upon arrival and no repairs were authorized and no work was done on [redacted]'s AC system.

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

While Sun Devil did make the offer to come out and fix the unit at a discounted price they were unable to for two days and had hung up on me repeatedly and the manager [redacted] stated for us to "loose their number" once it was done. This is not the kind of place I trust with doing repairs on my house.

Also Since we filed this complaint we had [redacted] come out the following day to fix the AC. At that point they determined that a new capacitor was needed however that was not what not allowing the unit to turn on. They determined the previous technician had actually fried our breaker. (He did state he couldn't tell if it was intentional or not) [redacted] replaced both the capacitor and the fried breaker within 20 mins and charged us only $150.00 ( over 50% less than quoted by Sun Devil for replacing just the capacitor) Although I feel as if Sun Devil should be responsible for the additional cost to repair the breaker as well as the cost of putting us in a hotel for the night. Most importantly I want other consumers to know this is how they operate and to not do business with them.

Business

Response:

Our Second Response:

Our technician had the unit running and cooling per the initialed exit temperature listed on the uploaded invoice, indicating the unit was not only running (the unit would not work if the breaker was "fried") it was cooling. We, however, admit that only after our office staff, technician, and Manager were cussed at and hung up on repetitively for not fixing the unit for free right away, our manager offered to replace the capacitor for free then requested that after this repair was completed, that she not contact us in the future.

This customer purchased a [redacted] Deal for $39 for a basic tune-up. Step one of our basic tune-up is to diagnose any potential problems. My technician discovered a bad capacitor. My technician recommended the replacement of this capacitor at a price we need to charge to operate our business (not all companies have the same operating costs). When this customer declined to make the repair, my technician was unable to continue with the tune-up. My technician returned the unit to it's previous condition and requested this customer sign the invoice indicating the exit temperature.

Since our prior response we authorized [redacted] to return her the cost of the tune-up since we were unable to perform the tune-up (attached).

Per this customers response, [redacted] confirmed my technicians diagnosis (a bad capacitor) and completed it for less the cost we estimated.

This is a pricing dispute.

Please remove this complaint as it is a pricing complaint as we did not perform any work on this customers air conditioner. Thank you

I have used Sun Devil Heating and Cooling on multiple occasions over the years and will continue. They have always provided proffesional customer service along with excellent prices! I recommend them to all my friends!!

I have used Sun Devil for years and have always highly recommended them to family and friends. Quality work, best prices and trustworthy. You don't find companies that get better than that.

To Whom it May Concern,

I requested four quotes from different companies to purchase 2 new AC units for my home. After reviewing the quotes and speaking with Jason from Sun Devil, I agreed to purchase both the units from his company. Because this is quite an investment, I spent a lot of time talking with Jason about my expectations of customer service and professionalism. My wife and I had just had a horrible repair experience with another company, so we were very gun shy.

I entered into the contact with Jason and he promised that both air conditioners would be installed the following week on Wednesday. Wednesday morning came and the a/c install crew arrived. Jason stayed in touch at first by phone explaining the process, then arrived on scene a little later with upgraded parts and free water-sensing auto-shut off switches to prevent another disaster like we had just had with another company. I thought this was very professional and demonstrated his desire to make the customer happy.

The crew were all very nice and respectful of our home. They worked from about 6AM until late in the evening. At the completion of the job, Jason walked through the job with me and ensured that everything had been done to our satisfaction. I'm a perfectionist and pointed out a couple of things which Jason immediately handled. Those things aside, the job was professionally done, Jason was extremely available, and my wife and I were both pleased with the price to value ratio. This was a huge investment and I am glad we chose to go with Jason and his crew from Sun Devil. We will refer them to our friends based on this experience.

[redacted].

My experience with Sun Devil Heating and Cooling has been fantastic. They are all very professional and experienced. They went out of their way to install my new system quickly. After receiving estimates for the job, these guys saved me a lot of money. I am very happy with their work and will recommend them in the future to anyone needing either service or replacement of their cooling systems.

The staff & service from Sun Devil Is top notch! I would recommend them to anyone!

I believe that Sun Devil Heating and Cooling, Inc. sold me a thermostat when nothing was wrong with my unit other than icing over of the coils which I cannot prove now as they took the old thermostat with them.

Even if the thermostat was in deed bad and in need of replacement. I cannot recommend this company as it will cost you heavily even for the simplest repair at $59.95 trip charge and $270.00 PER HOUR there after and that's without even considering what the parts will cost you.

They will try and justify their charges by comparing themselves to the other bad companies who also overcharge and rip people off. "Our rates aren't as bad as________." My thoughts to that are just because they are not as bad as the worst out there doesn't make them good!

Customer service was excellent along with all experiences with the staff that worked with me