ComplaintsforDiamond AC and Heating

• Initial Complaint

  04/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Several times over the past year, I have been receiving telemarketing calls advertising AC service, even though I am on the Federal Do Not Call list. My husband answered this last call, from ************, on 3/27, and ******* claimed to work for Diamond Air. When I informed him that he was violating the ***** and asked to speak to his supervisor, he hung up on me. I made several attempts afterwards, to reach out to the company to resolve the matter, but have gotten no actual response. At this point, I need to speak to the company's ATTORNEY or LEGAL REPRESENTATION to resolve this issue. Otherwise, my next step will be to retain an attorney that specializes in TCPA matters, and will also seek assistance from the ******* State **************************

  Business response

  04/12/2024

  *******************,
  My name is ****** Diamond, owner or Diamond ac and heating. I received your BBB complaint and want you to know I take this matter very seriously. I would like to talk to you and resolve this matter. Is there a good time to call you? I have sent you an email as well. 
  
  
  Regards and thank you, 
  
  
  Have a great day

  Customer response

  04/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Hopefully, the issue can be addressed, and resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had Diamond ac/heating ************** our broken office heater and the initial technician told us the blower motor was out and needed repair - fine, lets get that fixed. The quote was for a .9 HP blower motor - quote $1230.00, a bit high as online quotes for same motor ranged from $200-$800. The quote also included 5 hours of work at $140 per hour - the repair was completed in less than 3 hours tops. Thats the initial issue. Part two - The Repair - a second technician came out the following day to replace the blower motor, which he did, but did not test the system nor did he mention any other issues with the system. No further quotes or discussions regarding our heating system. The very next day, the staff noticed that the temperature was not warming up and in fact there was cold air blowing into the office, they checked the thermostat to ensure the heat was in fact on - it was. The staff called Diamond ac to let them know that no heat was coming into the office - the technician returned later that day to inspect. Upon he his inspection, he proceeds to tell us that the heating coils were broken when the blower motor broke and that the heating coils could not be fixed. We asked as to why they were not mentioned in the initial inspection and quote - he said that the coils were under the motor and he may not have been able to see them - ok fair enough - however, the technician that did the repair surely would have seen them when he removed the motor and replaced with new motor - or more likely, the removal of the motor broke the coils and now the blame and financial burden is on the office as we have no proof if this is accurate. He then proceeds to tell us that it will cost an additional $2-2,400.00 to fix that. No quote, no notes, just some number he pulled out of his pants... really!! This company is trying to collect more money for work that was not initially included and possibly their responsibility - they should repair the coils at no cost. Help us warm up!

  Business response

  01/30/2024

  Upon arrival, the breaker was tripped and the unit was not currently running. We installed the motor once the original equipment motor came in the following day. Unforseen pieces were in the ductwork, and not visible to our techanicians. The damage was caused by the shredded wheel, and motor to the heat strip kit. Pictures and notes were provided and documented in our crm. Diamond AC does not take blame for this damage, but in order to resolve complaint we will  inherit the damages and replace heat strips. This motor had already been replaced before and it was the wrong size installed. This unit is from 2009 and with the 5 year manufactures warranty has expired. We expect heat strip has arrived. We will call and schedule installation with ************ or his office.  

• Initial Complaint

  02/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company refuses to send a qualified professional to our home to fix the on going HVAC issues in our new build home. Weve been in our new home for 1 week, and they have sent the same technician to our home 3 times who isnt qualified for the job and has admitted to that. Hes done multiple things wrong in which he should be fixing, leaving us to hire another HVAC company to inspect his work. Instead of sending a qualified employee who knows how to take care of these urgent and serious issues with our system, they continue to send the same employee who continues to fall short and not fix our issues. Our furnace issues are dangerous and urgent. We have no fresh air in take in our home. These are safety issues to my family and I need this company to send the right man to do something to fix this and fix it right.

  Business response

  02/28/2023

  All HVAC issues have been resolved. My install manager ********************* confirmed everything has been fixed and Home owner is happy. 

   

  Please call or email ************ or *************************************  with any other questions or concerns. 

   

  thank you 

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/18/22 ******* from Diamond AC came to my property to perform an inspection of the HVAC system and provide a definitive quote to install a new one. Exact details of this quote can found on supporting document dated 8/18/22, numbered 4423, provided by Diamond Air, signed by *******. This document shows a total amount of $8750 for the work outlined. On 8/18/22 while at the property with *******, I reviewed the quote, and asked ******* directly if the amount $8750 would be the confirmed total cost or if there would be additional fees. ******* assured me that $8750 would be the total cost. On 8/19/22 I contacted my ******* by phone to confirm the cost of $8750 again, and ******* again assured me that would be the total cost. I approved the total during that call and ******* requested we meet at the property on 8/22/22 so he could collect a down payment and do a re-inspection. The week between 8/15/22 and 8/23/22 Prescott experienced high summer temperatures and the interior of the home rose to degrees in the upper 80s and was very humid. During *******'s re- inspection on 8/22/22 ******* presented a new quote for $9500, numbered 4135, saying the equipment he quoted during his previous inspection was inadequate and would not work efficiently. On 8/22/22 ******* knew this home had been without air conditioning since 8/15/22 and he knew that it would take another week to get another company out, and that we had a choice to make; either pay Diamond’s air demand of an additional $750 above their initial confirmed cost, or live for another week or more in unhealthy temperatures.On 8/18/22 *******, a trained Diamond AC professional technician, came to my home and performed a thorough inspection of my property. On 8/22/22 his prior inspection was suddenly insufficient and needed to be performed again, this time resulting in a higher price. I have attempted to discuss the matter with *******’s superiors and have received no response to my contact.

  Business response

  10/04/2022

  On 8/18/22 Diamond AC performed an inspection and provided a quote without Mr. ***** Present. This is a rental property.  Invoice number **** which was not yet signed. We explained to Mr ***** that we would need to meet in person to discuss the estimate in person. During this two-day process, we were notified by our distributor Ferguson and DAY and Night an ICP company, that they no longer make 90,000 BTU furnaces  for 2.5 ton equipment. We then gave MR ***** Two options:
  Option 1.
  $8750 2.5 ton 80,000 btu furnace
  Option 2.
  $9508 3-ton unit with 90,000 BTU furnace
  
  Option 2 was recommended by the distributor because downsizing the equipment is not the better option especially in colder climates in Prescott.
  
  Mr. ***** stated he wanted to do the right thing for the property and his tenants, and he chose and signed the 2nd option For $9508 dated on 8/22/22. 

  After the job was completed and installed, Mr. ***** started making threats to file complaints and wanted a price match of the 2.5 ton unit. Mr. ***** was given two options, he was completely aware of the price and Diamond AC and Heating was 100 % transparent. We have enclosed both invoices as well as the email from Ferguson stating they don’t make the 90,000 BTUY furnace for the 2.5 ton unit. Diamond Ac and Heating went above and beyond for Mr. *****, and we educated him on everything before the install was started. 

  Customer response

  10/04/2022

  Diamond Air’s first statement is false and inaccurate. The property is a rental, and the technician did arrive to the property on 8/18/22 before I did, and the tenant let them into the home for their inspection. I met the technician shortly after they finished their interior inspection, which is how I have a hard copy of the initial quote their technician ******* provided me that day. To be clear, I WAS ON PROPERTY AT THE HOME on 8/18/22. *******, and I reviewed his inspection at this time, and the doc #**** *tating the cost of $8750.
  
  The 2nd statement is also false and inaccurate. I was NEVER contacted by Diamond to tell me the distributor no longer makes 90,000 BTU furnaces  for 2.5 ton equipment. I was never provided the options they describe.
  
  On 8/22/22 ******* came back to the property to do measurements for the installation. He arrived early to our agreed time, and the tenant let him into the home. When I arrived to the property, ******* told me the 90,000 BTU furnace quoted for $8750 was too small and insufficient for the home. At this time, he told me we did not have a choice but to go with the bigger unit at a higher price to sufficiently service the house.
  
  At this point, our property had been without air for 10days and we needed to correct the situation for our tenants. I did authorize the additional cost by Diamond Air because I felt I had no choice.
  
  The third statement is also false and innaccurate. I never received any documentation provided from Diamond stating Ferguson doesn't make the 90,000 BTUY furnace for the 2.5 ton unit. I also did not threaten to file complaints. I have documented my many attempts over the course of a month to reach Diamond Air to discuss the matter, and received no return calls or written response. Upon the lack of response after a month, I notified Diamond Air that I would pay the balance however would also be submitting a record of my experience to the BBB.
  

  Business response

  10/06/2022

  Everything stated in my last response is accurate. We stated it was a rental, we stated we did communicate with Mr. ***** regarding the change in equipment. The first invoice/ estimate was not signed, the second invoice signed was with the new price. The new equipment and price were agreed upon with Mr. *****. The email provided was to confirm from Ferguson on why the equipment needed to be changed. Please understand the cost of the equipment changed, the price of the labor and install was not increase by Diamond AC and Heating. We gained nothing by changing equipment. Mr ***** went with a 2.5 ton to a 3 ton with a 90,000 % furnace. We made absolutely nothing more by changing this equipment. We stand 100% by our decisions and feel Mr ***** is trying to cheat the system and get something cheaper at our expense. Mr. ***** did in fact speak to Kevin our office manager, we explained everything several times. Mr. ***** 100% threaten to files complaints and gave us a deadline to pay him the difference in equipment. He then posted complaints on several social media post with different accounts, BBB complaint, Attorney general, and a Prescott Valley complaint. To reiterate, Diamond AC gained nothing by installing a 3ton over 2.5 ton. The price difference was the equipment. Zero increase in labor or installation. Diamond AC and Heating is not perfect, and we have made mistakes, and we fix them but this is not one of them. We installed the right equipment to keep the home properly cool and warm in Prescott valley. 

  Customer response

  10/12/2022

  Thank you for your assistance in this serious and unfortunate matter.
  
  I can provide GPS data from my cellular carrier that places me at the property at the date and time that Diamond Air says I was not. Additionally I have a document dated 8/18 provided to me on this date, by ******* the Diamond Air representative. Furthermore, my tenant was at the home and can verify as a witness that I was there.  I can also provide every email exchange between the company and myself that reflect  my consistently respectful tone. This demonstrates that Diamond Air is being dishonest in their communications regarding this dispute. If they are not being truthful regarding this, how can they be held trustworthy in any other matters.
  
  I am not trying to “cheat” them. If I were, I would not have paid their invoice in full. I have documented and reported an account of my experience with Diamond Air because I believe they are practicing bait-and-switch consumer fraud.
  

• Initial Complaint

  09/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought an ** unit in the summer of 2019 from Diamond ** and had extreme service issues until they finally replaced it with another brand new unit in November of 2020. Now my hallway roof has caved in and after two roofing professionals came out to confirm - it is Diamond ** negligence and poor workmanship that has caused these damages. We will be pursuing them for all costs through my home owners insurance, as well as ****** filing a complaint. They wasted so much of my money on electric the last couple years with the ** unit not working correctly, then come to find out the install itself was so poorly done with exposed nails, exposed wiring and not the right type of sealing down that it caused an extreme and major leak that has put my entire house under construction. I will expect my money and time to be remedied in full after taking legal action, but they need to be reported for their negligence. I have no doubt the issues from the unit is part of the poor workmanship as well.

  Business response

  01/06/2022

  We attempted to hire our own roofer and get their professional opinion on the leak. We also attempted to have the Diamond *********, install managers and service managers to visit the home to offer assistance and find a solution. *** threatened to call the police if we came to the house and wouldnt allow us on the roof. Prior to escalation, we noted that the leak didn't come from the new unit, but from an old swamp cooler. *** has been difficult to communicate with and would not allow us to offer assistance. Diamond AC has gone above and beyond for the customer. We are still offering assistance, however, *** will not allow us on the property. 

  Customer response

  01/06/2022

   I am taking legal action, I had two other professionals come to confirm that it was NOT the swamp cooler and this company just doesn't want to take responsibility for their negligence. There were multiple errors and negligence in the installation done from their AC unit install which caused this major leak. I will see this company in court for full reimbursement, I will also be pressing charges on the phone call of screaming harassment and cursing and name calling I received from one of their project managers. Everything is documented. My attorney will be in touch.

• Initial Complaint

  08/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  OCT.2020 had new a/c installed & new ducts. Paid around ****** on credit. ******* installation was a disaster. Workmanship was( is) horrible. Paint job still needs to be done. Do to horrible ************ ******* has complained that they have been out many times but don't finish the job , because so many techs don't get it done correctly. They need to return ,to fix the hiccups they made.. We had to fix many thing just to live in home. Repair, clean ,& remove hazard waste left behind. Tried to have them come repair all their hiccups. Do to them firing tech after tech things have been misses cause of lack of communications between employees and getting approval. I have spoke to many people in company about our issues. Air just got fix after complaining for 8 months. We are still waiting for a return call after missed appointment. They never showed. I called but they said dispatch would get back to me. But lies after lie. Not showing up was our last attempt to have them come back.

  Business response

  08/18/2021

  I reached out to *** ***** and expressed my sincerest apology. We have gone out several times to rectify the situation prior to receiving the complaint. After sending our drywall technician, and not meeting the standards of *** *****, I sent out our install manager to get the job done, and go above and beyond for the home owner. All issues have been taken care of, and we will be providing a credit for *** Marie's issues. 

  Customer response

  08/23/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be less than satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  07/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I believe the date of the service call was 6/18/21. They charged me $49.95 for incorrectly diagnosing an air condition unit at my rental property, ********************************************************. This company should be run out of business for being dishonest in the hottest months of the year and for trying to sell me a brand new air conditioner when the unit did not need to be replaced. **** the Service Tech, ****, went to my rental property in ****, and tried to talk me into a new unit. My unit was installed in 2008. Which means it was only 13 years old. He told me I needed a new unit and he said he could hook me up with a really great deal and had guys ready to do the work for the tenants right away. Called a reputable company, ******************* out of *********** and they replaced a $50 Capacitor. Tenants were back in business a day later for about $150 instead of the 8 to 9K that **** was pushing. This company should be run out of business.

  Business response

  07/13/2021

  DiamondAC employee **** stated Rileys had recently worked on the hvac system , andexplained to customer exactly what he found:
  
  On arrival newer condenser fan motor operating in reversedirection blowing hot air downward on the compressor, compressor overheated anddual capacitor failed, and the coils were dirty, after mentioning that he hadjust had work done on it last season by Rileys air conditioning in Casa Grande,
  >>>It was ****** idea for him to contact ***** becausethey wired the condenser fan motor backwards that he may get the repair fixedunder their warranty,
  
  It was at that point **** also recommended a new unit, Greg  asked how much, and **** explained we could get him installed ASAP.**** did say he could get him a good deal. **** did tell **** that he wouldcall Rileys and see what they can do for him.
  Wewere very clear of the diagnosis and told him the run cap and the fan motor waswired incorrectly, we suggested they call ******* back so they could possiblywarranty the work. 
  Yes,we suggested a new unit on a 13 year old unit. But to call ******* and see ifthey would help. 
  
  Techniciansnotes in our CRM from 6/18/21
  06/18/202103:09 pm by *****************
  Service call complete found bad 40/7.5 capacitor, newly installed condenser fanmotor running in the wrong direction blowing air downward, landlord is callingthe company that did the work for him paid me the $49.99 on credit card, saidif he did not have any luck with the other company, he would call me back.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩