ComplaintsforD & S Air, LLC
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Complaint Details
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Initial Complaint
05/20/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 06/04/2018, D@S Air was called to fix the A/C which was still under warranty for parts at my rental house at **** ** ***** *** ******, which I sold awhile ago. I thought this issue was resolved years ago because the company was negligent about having a new coil available and needed to order it from another state. The coil still didn't arrive until over a month later and in the meantime, freon had evaporated and needed to be replaced three times until the part was finally installed on 05/07/2018. The owner, Will Tanner and I spoke at that time and I thought we agreed that the charges would be dropped. I didn't hear anything more about it, but received an overdue bill in Nov. 2020. Now I'm being threatened with if I don't pay it in 30 days, they will get a collection agency. Since I purchased the HVAC unit from this company, it was inconceivable that they did not stock the replacement part. I should only have to pay the initial visit of $192.00, not the entire $896.00.Business response
06/03/2021
Good afternoon,
In response to *** ******** concerns:
*** ****** contacted D and S Air on May 7, 2018 needing a service due to problems with her AC. A technician was dispatched that day and he was able to diagnose the customer's AC (*** ******) as to having a bad evap coil and blower motor. As per our usual, D and S phoned our local supplier inquiring the availability of said materials (coil and motor). The supplier at that time did not have a coil in stock and had to order from the manufacturer. We do not carry coils on our trucks to to the size of these items and the hundreds of different coils for the different types of AC systems, which we explained to the customer. During that initial visit, the customer asked if we could top the unit off with additional freon to get her by until parts came in. We charged her for the freon only. Not the service charge on that visit. Once parts were received, they were installed at *** ****** residence on June 4, 2018. This particular replacement of an evap coil is extensive. It takes at least 4-5 hours with even two technicians to complete. The process is labor intensive due to the fact that the technicians have to haul around 150 lbs. of equipment on the roof, completely take the existing unit apart and cut out the old coil. They then set the new coil in place, have to then weld it to the refrigeration lines and perform certain tests to ensure proper operation. Once passes those tests, the technicians now have to re-assemble the unit, hook up a vacuum pump and pull the refrigeration system into the vacuum and recharge the system with freon and then perform the final test run. Upon final and successful testing the technicians now have to collect and remove down of the roof their heavy equipment weighing up to 150 lbs.
Customer was upset at the final invoice amount. She phoned the office and sent emails to a front office email trying to contact Will (the owner of D and S)for him to "adjust bill" because she couldn't understand again why we don't carry coils on our truck which was mentioned above and why it took so long. The supply for AC parts in the summer time as you can imagine can become limited as such in this case. Will did try contacting her by phone on several occasions and never got through. We finally got an email from her again on July 13, 2018 stating that she "mistakenly" blocked his number and for him to try again.
As an owner of a very successful, reputable and busy HVAC business (especially in Tucson summer months), will was unsuccessful to phone her and finally emailed her a response on July 24, 2018 sharing with her that the invoice amount was more than fair given the amount of labor and time went into this particular repair. The coil and motor were under warranty which we handled for the customer and there was no charge to her. Refrigerant (freon) is not covered under warranty. We even gave her a break on a total of 2 hours of labor charges (totaling at the time, $192.00).
D and S Air, LLC takes pride in our service, our honesty and our devotion to our customers and community. We feel strongly that this customer, *** ******, just wanted some sort of "discount" due to it being an "inconvenience" to her. Our technicians were on her roof in 100+ degree weather for hours trying to get her AC running and worked non-stop until doing so. These charges are definitely justified and need to by paid by the customer or further action will be made by D and S Air, LLC.
We are certainly more than happy to provide documentation of any sort that you need for this particular complaint. Don't hesitate to let me know.
Best regards,
Jessica (office manager of D and S Air, LLC
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.