Sun Devil Heating and Cooling, Inc.

Sun devil is THE best AC/heat company in the valley I've ever worked with. They are honest, punctual and have amazingly speedy customer service. Our company needed a unit replaced and they had it up and running in less that 24 hours. Anytime we have needed basic maintenance they are timely and precise with what is needed. Also I say honest because if nothing is needing repair they will tell you! No gimmicks or unessecary tag ons. I would never choose another company to work with but Sun Devil! This is the type of service that is needed in Arizona! Thankful to have found them!

Review: I found this business listed on [redacted]. I called spoke to [redacted] the owner I explained that my AC was recently charged and was and now the ac unit is not turning on. I checked the unit it was not turning on. I also stated that BEFORE THIS it was blowing warm air. I would like the entire system checked. A technician cam out on 5/21/2013, changed bad capacitor. Then proceeded to check just the ac unit nothing else...... The ac unit checked out fine, since I was not home I called my house spoke to my wife, told her to tell the tech I want the entire system checked. I said just put the tech on. I told the tech of the problem before this I was having was the unit was pushing out warm air he stated using a LASER measuring device it was blowing out 70 degrees. I am not a ac tech I thought that was fine, I said anyway please check the entire system. Then I spoke to my wife, came home that night, house was cooler but not very cold I figured it must be fine since tech said was ok. I never asked if my wife if he check the entire system out until we were having a major issue with ac on Monday July 2. I recalled them I explained to owner that the system is doing the same thing it has been doing before they came. The days were not as hot as that week and we do not spend a lot of time upstairs only at night. He said he would come out but there would be a service charge and it is not the same problem as before. I said yes it is and since your tech did not check the entire system, the problem is somewhere else. he stated there will still be a charge. I hung up called [redacted], they responded over to my home checked the a/c unit found it running great no problems. Using a tempature probe not laser the vents upstairs were pushing out 70 degrees the tech stated that is a problem it should be much lower than that. He asked if the other Tech checked the handler, I stated no. He asked why not I said he said 70 degrees is good. He then proceeded to get his ladder and checked the handler upstairs, he opened the upstairs handler and found a shorted out relay on the defrost board. He disconnected the relay system runs great out put up in handler 29 degrees..... Now for the big issue at hand , before May 21st repair we have been having high electric bills, double usage since last year. I thought I had a short in electric, electrican cam out could not find a problem. Bill still high, called SRP they came out checked the meter everthing fine. Could not understand we a sweating upstairs our bill shows us with a temp set at 62. Wow we fine out the DEFROST STRIP WAS ON FOR OVER 3 MONTHS. $1700 in three months. Know since the second repair usage is down over 50KW WOW. If the Tech from SUNDEVIL did what I asked by checking the entire system "handlers" I would not have had to pay someone else to find it and an enormous electric bill.......Desired Settlement: A proportion of my electric bill. I would have to take last years electric usage and this years find the difference add a % and get a total.

Business

Response:

Sun Devil Heating and Cooling went above and beyond to make this installation the easiest home improvement project we have ever done. The work was completed in less than a week from purchasing the deal (6 days), and from the very beginning, there was constant communication. [redacted] kept us informed every step of the way, with phone calls to confirm when they were starting, what the next steps were, and in the end with a follow up after the job was completed. In addition, [redacted] provided detailed information of exactly what was being done, with photos and explanations of what was needed and why. He also provided a final written and photo inspection via text. We are extremely impressed with the Sun Devil team and only wish they could do all of our other home improvement jobs - we highly recommend them and would definitely use them again!

Review: This has been one of the worst and most dishonest businesses I have ever dealt with.

1. After installation of 2 air conditioning units, it was discovered that the company installed less efficient units than quoted and claimed. It is pretty hard to believe that a company that installs these units on a daily basis, somehow picked the wrong units and didn't notice.

2. One of the units under warranty has failed 7 times in the current heat wave, leaving the tenant of the property in dangerous situation. Multiple excuses have been made to not fix the unit properly and the explicit warranty has not been fulfilled. This has created a living nightmare for our tenant and is unacceptable.

This has been a disaster and the company has no desire to remedy the issue.Desired Settlement: We need an immediate replacement of the unit to the originally contracted 14 Seer specifications. This cheap unit is not going to cut it. We will proceed with legal action if a resolution is not reached per our original contract with the company.

Business

Response:

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

[redacted] was excellent. He arrived on time, did all the work in a timely manner and was exceptionally pleasant.

Review: on 6/1/13 we had service man out to repair A/C unit. He told us that the motor was not bad but if we did not change it out at cost of $708 he would charge us $275 plus a service call. I was not happy but it was hot and we needed it fixed. I agreed to make two payments for a total of $889.43. A few days latter the manager called and asked how they did. (the real reason he called was to get of zip code for the CC. Any way I explained I felt we were over charged - he said hold on and he would look at some list they should have used for pricing. After a few minutes he got back on the phone and agreed that we were over charged and that they would do two (2) inspections of our A/C systems - end of summer and end of winter a $300 value at no charge. So I agreed. Our second payment was due 7/1/2013 however I called on about 6/24/2013 and asked the same person if they would hold that payment until we talked on 7/3/2013. He said no problem he would hold it until 7/5/2013 at the earliest - just give him a call. The bottom line is he ran the payment some time around 06/28/2013. When I called he was very rude and try to tell me I asked them to run the payment early. I explained AGAIN my wife is having to have health tests and I may need to pay a co-pay that is why I ask him to hold the payment in the first placeDesired Settlement: If the payment for $444 goes through my back via my credit card - I do not want them ever to come back to my home I want a refund of at least $300. If I an able to stop that payment (and I am trying) I want to only pay another $144 as payment in full

Business

Response:

Customer’s Statement of the Problem:

on 6/1/13 we had service man out to repair A/C unit. He told us that the motor was not bad but if we did not change it out at cost of $708 he would charge us $275 plus a service call. I was not happy but it was hot and we needed it fixed. I agreed to make two payments for a total of $889.43. A few days latter the manager called and asked how they did. (the real reason he called was to get of zip code for the CC. Any way I explained I felt we were over charged - he said hold on and he would look at some list they should have used for pricing. After a few minutes he got back on the phone and agreed that we were over charged and that they would do two (2) inspections of our A/C systems - end of summer and end of winter a $300 value at no charge. So I agreed. Our second payment was due 7/1/2013 however I called on about 6/24/2013 and asked the same person if they would hold that payment until we talked on 7/3/2013. He said no problem he would hold it until 7/5/2013 at the earliest - just give him a call. The bottom line is he ran the payment some time around 06/28/2013. When I called he was very rude and try to tell me I asked them to run the payment early. I explained AGAIN my wife is having to have health tests and I may need to pay a co-pay that is why I ask him to hold the payment in the first place

Sun Devil Heating and Cooling Response:

Saturday 6/1/2013

Mr. [redacted] called Sun Devil Heating and Cooling as his A/C Unit was not working properly. I sent a service technician "[redacted]" to his home that day. Upon his arrival, [redacted] discovered that Mr. [redacted] had a bad Blower Wheel that damaged his Blower Motor as a result. The blower motor is a part we stock on our vehicle, however the blower wheel is a manufacture supplied part, something we had to go to get. Mr. [redacted] discussed this problem with [redacted] and agreed to the cost for repairs (reference the attached Invoice #[redacted]). As part of the approval option, we agreed to break up payment into two payments. The first half 444.71 was paid at the time of service. The second was agreed to process by credit card (reference the attached credit card form) on July 1st, 2013.

On June 13th, 2013 [redacted] General Manager "I/me" called Mr. [redacted] to perform our customer satisfaction survey. After providing glowing reviews, Mr. [redacted] informed me that although service was great, he did question the price of the work. Mr. [redacted] then explained to me that a neighbor had the same motor replaced for $372.05. I explained that not all companies have the same costs to operate and I would offer two free service visits (a $120.00 value) to add more value to the job already performed and agreed to. Mr. [redacted] agreed.

I received a call from Mr. [redacted] on Monday the 24th of June informing me that I was to process the payment on Friday. I explained that I would do this for him. I Processed this payment on Friday the 28th as requested. On July 1st, I received a call from Mr. [redacted] very angry. Mr. [redacted] said that he requested the agreed payment was not to be ran until the 5th of July. He furthermore demanded the return of the processed payment and stated that after that had occurred, he would "take it from there" as he was not satisfied with the price and refused the two free service visits. I explained that I would not refund the processed payment due to his indecision on making final payment. The quality of workmanship and parts were to his satisfaction. We agreed to receive payment in part to help Mr. [redacted]. This is a dispute of price after the fact. Sun Devil Heating and Cooling makes no offer of settlement at this time.

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.All is in fact the case except two important points:1) [redacted] told me it was the most expensive motor on his truck - I find this is NOT the case call other A/C companies and ask them2) When I called to ask to hold second payment and explained why we agree it would be held until at least 7/5 and I would call of 7/3 ok approve that. It has now come out of my bank.I do not want them every back in my home I just want a refund if now they say it is $120 (I have 2 units) the refund should be $240. Or if they wish I can put the old motor back which is still good and they can refund everything except the blower and the labor charge of $175.Regards,[redacted]

Business

Response:

Attached you will find the following items;

1) Initial Service Invoice with Mr. [redacted] written signature authorizing all work listed on the invoice and his signature accepting work as completed.

2) As an attempt to assist Mr. [redacted], we agreed to break payments up into two parts and charged to his card on 6/1/2013 and again 7/1/2013 per the Credit Card Authorization form.

3) The receipt from Intuit Merchant Services showing the initial amount processed on 6/1/13 as agreed

4) The receipt from Intuit Merchant Services showing the final amount processed on 7/1/13 as agreed

All pricing and work was agreed to. All Payments were processed as agreed on the agreed dates.