Complaints

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• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  01/19/24 ***** with Dynocool came out to look at our furnace. Wasn’t heating/warm air not coming out of the ducts. Also, furnace would start, run for a few minutes then stop. ***** got to my house at 3:30pm. He was there for one hour and 20 minutes. I have Ring videos with times showing arrival and departure. He stated that the motor (inducer) needed replacing. He stated upon departure that he would see if he could find the part in stock and let me know. I said, “great!” I received a text a bit later the same day that he found one for $708 and a needed switch for $22. We had agreed that Tuesday, January 23, 2024 would work for both of us for installation. I was expecting ***** to be the installer as he had done several jobs for us before. A woman and young man showed up to install. They arrived at 11:36 am and left at 12:08 pm. I also have Ring videos verifying this. They had to leave as “she” forgot to bring the invoice book. Before they left I had inquired about if they took credit cards and I was told they do not! During the installation, she could be heard explaining everything to him and him asking questions. It was obvious he was new to this and in training. When they came back with the invoice she was quite snarky letting me know they “did” accept credit cards but it would be an additional 5%! I wrote them a check. She let me know she didn’t charge me for her having to go back to get the invoices she forgot like she was doing me a huge favor! After they left and I looked at the invoice, I was in complete shock! I was charged $750 for labor! I sent a crappy text message to ***** about how I felt completely taken advantage of! Their invoice states ***** was 2 hours diagnosing. Not true! It was an hour and a half! The girl and young man were there for a total of 30 minutes! Invoice states “journeyman @ $150/hr” and “helper @$75/hr.” Not only do the numbers not add up but my furnace STIlLL does NOT work! I have video of the awful noise the “new” motor makes!

  Filed complaint earlier but ran out of characters to finish. The “new” motor makes awful noise. Video is attached. Woman states on invoice that she started motor and ran cycle. She may have started it but couldn’t have let it run a cycle as it takes a bit for the pilot light to light. Yes, it will come on but doesn’t stay on. The original problem! It will not let me upload video.

  Business Response

  Date: 03/13/2024

  Dear *** ******** ********
  
  I was unaware of this complaint until today; therefore, the lapse in time to respond.
  
  I must first say that I have known **** ***** for over 10 years. **** asked me to come to his house about four years ago to provide a quote for a new supplemental ductless split system in June's bedroom.  **** was unhappy with the main central air system in their home because her bedroom did not get enough airflow; despite, having been recently replaced. I provided a written quote for this new supplemental system and was awarded the job.  I met ***** ****** wife, while installing the supplemental unit. Over the next few years, **** would call me whenever he had issues with the main system.  The ductless split system that I installed has never had any issues.  The main system was the one that was always having issues.  **** hated the original installing contractor and said he didn't want them to ever go back.  
  
  On August 24, 2023, **** called and said he was having issues with the main system again.  Condensate water was leaking and he also suspected that a thermostat he replaced himself was improperly wired.  Guidance was provided by me without charge to **** on how to use compressed air to clear the restriction in the condensate piping.  I then provided further guidance via telephone and text messages to help him rewire a new thermostat.  During those text conversations, **** mentioned that he and his wife were getting divorced, but he wanted to ensure that she and their children had heat.  He told me he had been kicked out of his house and was now living at his dad's house.  Shortly after, he text that she had filed a restraining order against him.  He then had me go work on his dad's house and resolve some cooling issues. He told me he had emptied their bank accounts and told me several other things that, honestly, I didn't care to know.
  
  It was no surprise when I received a call from **** ***** on Friday January 19th, 2024 and said that she had no heat.  She said the main system hadn't worked since **** last work on it and they had been surviving the cold without the main system.  I agreed to meet her at her house at 3:30 pm that same day to check her furnace.  She states on her complaint that I was only there one hour and twenty minutes.  Yes, but I also had travel time to the job and time calling suppliers to locate the parts needed.  I gave her a written quote for the parts via text.  I did not give her a verbal estimate on labor and she never inquired about our labor rates. Repairs can be somewhat difficult to quote and sometimes it takes longer than expected. She said, "Okie Dokie". and authorized the work.  She sent a text on Tuesday, Jan 23rd to confirm our arrival to replace the parts on this day.  I responded via text that ******* and ******** were picking up the parts and would be there in about an hour. She asked if they would be doing the installation and then sent me another text shortly afterwards that ******* had notified her that they were on their way.
  
  ******* called me a couple of hours later saying that they were done and that the main furnace was working perfectly now.  She said **** was rude to them since the moment they entered and she was rude when they left.  **** sent a nasty text after ******* and ******** left saying they had charged her $750 labor for 30 minutes worth of work.  Again, she does not seem to comprehend that they had to drive to pick up the materials then drive to her house, and that we combined my labor from the previous visit to the invoice.  We do not just charge for the time we are on the job site.  There is additional work beyond what is done onsite.  This is standard for all companies in most industries. The customer is charged from the moment we are dispatched until the job is complete.  
  
  ******* has been an employee of DynoCool for over 4 years, and is quite competent in the trade.  In the 4 years that she has been employed, there  has not been a single complaint about her professionalism.  In fact, most call to compliment the company on her skill, her competence, and her professionalism. ******* assisted with the installation of **** and ****** supplemental system, approximately 4 years ago.  On the day that ******* and her helper, ********* were assigned to work at ****** residence and after the parts were picked up from the supply house, ******* called to notify **** that they were on their way.  She stated that **** was incredibly rude on the telephone and was displeased that I was not going.  She asked if it was a problem that they go to the repair work.  **** said, "No, it's fine."  ******* states that from the moment they arrived, **** was rude to them.  ******* had forgotten her Invoice book and had to leave to go get it.  She notified **** so that **** would be aware that she was not being billed for this time, and she was not billed. ******* stated that she ensured that she started, cycled, and checked operation, and all was okay before leaving.  She was standing in front of the furnace.  **** was not, so whatever June is saying is not very credulous.
  
  ******** has been an employee of DynoCool for 1 year and is learning and will continue to learn for many years.  People learn by observing, asking questions, and actually doing the work.  Schools do not teach everything. In fact, most learn from on the job training. We believe that because there were two people assigned to the job, the job was completed quicker than if one person was trying to do it all by themselves.  In fact, I told **** that I was surprised that they had completed the job as quickly as they had.
  
  I responded to her nasty text (as mentioned in her complaint) both professionally and courteously. I am willing to share these text messages with the BBB if more information is required.  I cannot begin to understand how their divorce is affecting her.  I am not a marriage counselor nor a priest.  I never offered any marriage advice to her, and her conversation made me quite uncomfortable - as I mentioned before **** is my friend.  She told me more than I needed to hear on Friday, January 19, 2024.  I, personally, did not want to go back to her home to hear more about a couple's personal problems.  I reminded her that **** is my friend, and I was sorry that they could not come to an amicable divorce. I got dragged into this because she needed someone to listen to her and that's about all I did wrong.  I am not angry with her or harbor any hostilities toward her.  If her furnace is still not working, as she claims, or is noisy; all she has to do is call me.  I will go check her furnace again. DynoCool warranties its labor for 30 days.  Although it has been more that 30 days, I would still be willing to go and check her furnace under warranty.  The Lennox parts are under warranty for one year. However, I will not refund her money just because she demands a refund. The work was done and the parts were purchased, and the furnace was purring like a kitten when we left.
  
  Please note that ,although I am not a member of the BBB, I think the BBB is a needed entity.  I hope you can investigate this complaint adequately and come to a satisfactory and acceptable conclusion.  I am available to answer any questions you may have or provide you with documentation or evidence I might have.  As you know, there is always more than one side to a story. 
  
  Respectfully, 
  ***** ** *******