Complaints

This profile includes complaints for Del-Air Heating, Air Conditioning, Plumbing And Electrical's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Del-Air Heating, Air Conditioning, Plumbing And Electrical has 12 locations, listed below.

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  Del-Air Heating, Air Conditioning, Plumbing And Electrical

  1000 Business Center Dr Lake Mary, FL 32746-5585

  
• 

  Del-Air Heating, Air Conditioning, Plumbing And Electrical

  9836 Currie Davis Dr Tampa, FL 33619-2651

• 

  Del-Air Heating, Air Conditioning, Plumbing And Electrical

  630 Aero Ln Sanford, FL 32771-6855

  
• 

  Del- Air Heating, Air Conditioning & Refrigeration, LLC

  4388 US-1 Vero Beach, FL 32967

  
• 

  Simpson Air

  12302 N Nebraska Ave Tampa, FL 33612

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We had two new AC units installed June 12, 24. On June 27, 25, the downstairs unit stopped working. The coil broke. Although we were only a couple of weeks past the one year labor warranty, we were only offered a 15% discount, and only after I called to request some assistance. Now, it is July 17 (which I had an installation appointment for) and I just got off the phone with Del-Air - they did not actually have an appointment scheduled for me. It was only after I asked for a solution instead of an explanation that the woman on the phone called the manufacturer to inquire why the part had not been received yet. When she came back on the line, I was told that the part would be here today and installed tomorrow. That seems very suspicious to me. One other thing to note, I called and emailed multiple times after installation and no one ever came out to complete the inspection. It is hard for me to know if something would have been caught during that process. I don't see why my family has gone over a month with no air conditioning in ******* in July and I still have a huge bill due upon installation.

  Customer Answer

  Date: 07/17/2025

  I wanted to provide an update. **** from Del Air reached out to me already and he offered an explanantion for the delay as well as to cover the labor cost for the repair. I am very happy with his reponse and I consider this a closed matter. Thank you!

• Initial Complaint

  Date:07/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The Company agreed to reimburse me for a part for my ********** AC unit that was broken by the Company that they had purchased. The agreement was between the General Manager and myself and was from March of 2025. I have been told numerous times that the check was mailed out but I never received it or was provided proof of the existence of the check.

  Business Response

  Date: 07/28/2025

  Response to BBB Complaint ***** *******
  Customer: ***** *******
  Address: ***************************************
  Phone: ************
  Email: ***************************************
  Dear BBB Representative and Mr. ***************** you for the opportunity to address this matter.
  We acknowledge and sincerely apologize for the delay in processing the reimbursement promised in March 2025. After reviewing the case, we confirmed that the refund of $232.84 for the broken ********** AC part was approved but unfortunately was not issued in a timely manner.
  To resolve this issue, we have approved the reimbursement, and it is now actively being processed. We will ensure the check is mailed directly to Mr. ******** address on file, and once it is sent, we will also provide confirmation and tracking details for verification.
  Next Steps:
  Reimbursement in the amount of $232.84 is approved.
  Check was mailed
  Confirmation and proof of mailing was sent to the customers email.
  We appreciate Mr. ******** patience and regret the communication breakdown that contributed to this delay. We are actively using this experience as a training opportunity to improve follow-through and accountability when it comes to customer commitmentsespecially regarding refund processes.
  Once the reimbursement is received, we hope to consider this matter resolved.
  Sincerely,
  ******** ****
  ******************************start="1676" data-end="1679">**********************************************************

  Customer Answer

  Date: 07/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Del Air installed my current AC in 2024 a Bosch system which i paid $15000 cash for. Its currently broke down and Del Air is not providing me any service. They came out to my house after two days of calling and said the fan motor is bad and that they would need to order parts. Its been two weeks now without AC and Del Air is completely ignoring me or lying and saying a repairman will be out tomorrow just to get me off the phone I guess. **** a production manager finally called me and promised it would be fixed and that has not come to fruition either. His number is ************. Im 70 in poor health and am suffering in this heat. I had to go buy a mini ac for a small room where we sleep at night and im sure Del Air will not reimburse me for ***** having a spine operation on 16 july and have come up positive for cancer and i have let Del Air know this but they simply do not care, I need help ive been contacting everyone even the office of elder affairs and elder abuse and there investigating but i need rellief now. thank you ******* j *****

  Business Response

  Date: 07/16/2025

  Dear Mr. *************** and foremost, we want to sincerely apologize for the distress and hardship you have experienced due to your AC system being down, especially given your serious health conditions. Your comfort and well-being are extremely important to us, and we deeply regret that our service has not met your expectations during this critical time.
  We want to assure you that we have received the necessary fan motor part and are prioritizing your repair to restore your AC as quickly as possible. This morning, we conducted coaching with our team to reinforce the urgency of situations like yours and the importance of keeping customers informed every step of the way.
  Additionally, as a token of our commitment to you, we are providing you with a complimentary pack of filters through your legacy plan.
  We truly appreciate your patience and want to work with you to resolve this issue promptly. Please feel free to reach out to me directly at any time if you have questions or need assistance.
  Wishing you strength and a smooth recovery.
  Warm regards,
  Del-Air Customer Experience Team

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23588639
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  My response to Del Air

  Hello ****,

     I really don't know where to start. But here it goes.

    I built a house here in ************ Fl in 2015 after spending over 25 years in ********

   Del Air had the Builder Contract I'm assuming and installed your system. Then in 2024 I had Del Air install a new system that broke down after barley over a year of use. 

       It took two days to get a serviceman out to my house

  and after the motor problem

  was found that was basically the end of my communication 

  with Del Air. I sincerely could not reach a competent Representative on the phone.

  I would get forwarded and forwarded till I'd hang up or get the lovely 925 California ****.

  That should be eliminated and local customer service **** set up. **** even hung up on me a couple times, maybe by accident I don't know and I was never rude to anyone, upset yes but rude no. They lied a few times and said someone would be out tomorrow which you know didn't happen. Even you lied to me ****, I'm sorry but not sorry just stating the facts.

      Your Technician that installed the fan motor used a pair of channel lock pliers to take the s**** off of the unit and of course stripped the nuts out and ran to Ace Hardware to get generic nuts that fit. Yes the motor is mounted but in my opinion not up to standard and this has cemented the OPINION l have of Del Air completely.

     You offering me filters so I change a BBB complaint is insulting to say the least and in my opinion you should be ashamed .

    I've contacted an old Army friend that was the accountant for the Wounded Warrior program and asked him with assistance to have Del Air blacklisted and veterans beware notices sent out. He's retired now but sells ***************** on the side now. Anyways he's still lives in ************* and has many contacts in the ** area and the ********. You can laugh I don't care. You have one ticked off veteran here. 

     **** ****** my friend told me to calm down and first try to find some kind of resolution and if not we would move ahead.

     Also I spent $497 for a mini ac unit and that was a forced purchase because of Del Airs incompetence. 

    **** you and Del Air will have to do a lot better than offer me a couple of AC filters. 

     I'm not exaggerating here **** and you know it . I've noticed a marked downside in the quality of service Del Air Used to provide and what the Company is now and obviously it's not good. I know you can't comment but as soon as ****** bought you guys out Del Air has went south and you know it but can't say it here, I understand. But it's not an excuse for treating a customer like they did me . We are humans.

     I find apologies from Corporations to always be extremely hollow .

     Everything I've written here is true and could be proven but I can't get your emails or **************** phone records. 

    **** you can respond or not I'm not really concerned about that. My brother in law was the one observing the service off and on because I was in the Hospital. Got out today and limped over to the outside unit to observe what he said about the messed up nuts. Got so POed I almost flipped when I saw this unprofessional job done on an AC unit I paid $15000 cash for. It's one thing after another the ***** back in your park. 

               Thank You

               Sincerely 

        ******* J Wills 

  Please see attached photo 

   

   

   

   

   

   

   

   

  Sent from *** on Android

   

  On Wed, Jul 16, 2025 at 7:21 AM, ******* ****

  <**********************************************************> wrote:

  Dear *** ************** hope this message finds you well.

  First and foremost, I want to extend our sincere apologies for the delay in getting your system taken care of. We understand how frustrating delays can be, and we deeply appreciate your patience throughout the process.

  We're grateful to know that your system is now up and running again. Its important to us that you're receiving the service and performance you expect, and we truly value the opportunity to have resolved the issue.

  If youre open to it, wed like to ask what it would take for you to consider updating your review on the Better Business Bureau. We take feedback seriously and would appreciate the chance to make things right in your eyes.

  Please dont hesitate to reach out directly if theres anything further we can do for you.

   

  ******* ****

  Operations Manager

   

  *************

  <************************************

  Direct: 

  Cell: 

  ************

  ************

      

  From: ******************* <*******************>

  Sent: Tuesday, July 15, 2025 7:47 PM

  To: ******* **** <**********************************************************>

  Subject: Re: [EXTERNAL] Poor ****************

   

  Part came was installed everything looks like it's operating normally.

       Thanks

   ******* J Wills 

   

  Sent from *** on Android

   

  On Tue, Jul 15, 2025 at 11:58 AM, ******* ****

  <**********************************************************> wrote:

  Tracking the part now. If we get it before 6 pm we can go out today to get it in.

   

   

  ******* ****

  Operations Manager

   

  *************

  *****************

  Direct: 

  Cell: 

  ************

  ************

      

  From: ***** ***** <***********************************************************>

  Sent: Tuesday, July 15, 2025 11:56:03 AM

  To: ******************* <*******************>; ******* **** <**********************************************************>

  Subject: RE: [EXTERNAL] Poor ****************

   

  The other person attached to this email is ****. *** **** see below. Thank you

   

   

   

  ***** *****

  General Manager - RSR

   

  *************

  *****************

  Direct: 

  Cell: 

  ************

  ************

      

  From: ******************* <*******************>

  Sent: Tuesday, July 15, 2025 11:54 AM

  To: ***** ***** <***********************************************************>

  Subject: RE: [EXTERNAL] Poor ****************

   

   

   

  I said my wife will be home all day. If your talking to ******* *****.

   

     Thanks

   

  Sent from *** on Android

   

   

   

  On Tue, Jul 15, 2025 at 11:02 AM, ***** *****

   

  <***********************************************************> wrote:

   

  **** can we get out there today?

   

   

   

  ***** *****

   

  General Manager - RSR

   

   

   

  *************

  *****************

   

  Direct: 

   

  Cell: 

   

  ************

   

  ************

   

      

   

  From: ******************* <*******************>

  Sent: Tuesday, July 15, 2025 9:38 AM

  To: ***** ***** <***********************************************************>

  Subject: RE: [EXTERNAL] Poor ****************

   

   

   

  Hello *** *****

   

    Why can't someone come out today . My wife will be home all day. We're over two weeks now without AC.

   

      Thanks

   

      ******* J Wills 

   

  Sent from *** on Android

   

   

   

  On Tue, Jul 15, 2025 at 8:55 AM, ***** *****

   

  <***********************************************************> wrote:

   

  Good morning! We are getting the motor in today from *****. The vendor really helped out with sourcing. Did you all already get this scheduled?

   

   

   

  ***** *****

   

  General Manager - RSR

   

   

   

  *************

  *****************

   

  Direct: 

   

  Cell: 

   

  ************

   

  ************

   

      

   

  From: ******************* <*******************>

  Sent: Tuesday, July 15, 2025 12:19 AM

  To: ***** ***** <***********************************************************>

  Subject: [EXTERNAL] Poor ****************

   

   

   

   

  Del Air installed my current AC in 2024 a Bosch system which i paid $15000 cash for. Its currently broke down and Del Air is not providing me any service. They came out to my house after two days of calling and said the fan motor is bad and that they would need to order parts. Its been two weeks now without AC and Del Air is completely ignoring me or lying and saying a repairman will be out tomorrow just to get me off the phone I guess. **** a production manager finally called me and promised it would be fixed and that has not come to fruition either. His number is ************. Im 70 in poor health and am suffering in this heat. I had to go buy a mini ac for a small room where we sleep at night and im sure Del Air will not reimburse me for it. im having a spine operation on 16 july and have come up positive for cancer and i have let Del Air know this but they simply do not care, I need help ive been contacting everyone even the office of elder affairs and elder abuse and there investigating but i need rellief now. thank you ******* j *****

   

  Sent from *** on Android

   

   

   

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  Customer Answer

  Date: 07/18/2025

  Del Air has contacted me personally and is working on a resolution of some sort. I don't know the details plus they are replacing the shroud on my outside unit that was damaged by the repairman that installed the fan motor.

  Business Response

  Date: 07/25/2025

  Customer: ******* J. *****
  Dear Mr. *************** you for taking the time to share your experience. We want to sincerely apologize for the frustration and lack of follow-through you encountered. We know this has been a difficult situation, and we regret that our service did not meet your expectations.
  Once we were able to secure the correct motor, we worked quickly to deliver the part and get a technician, *****, dispatched to complete the installation. However, we understand this resolution came too late after multiple breakdowns in communication and delays, which should never have happened.
  We are especially sorry for the difficulty you had reaching someone who could truly assist you. Its unacceptable that you were transferred repeatedly, experienced dropped calls, and didnt receive promised callbacks. You should have felt heard and supported throughout the process, and were disappointed that we didnt provide that for you.
  We also take seriously your concern about how the motor was installed. To address this, we are scheduling a manager to reinspect the work to ensure everything is up to standard. Your home and comfort deserve our best, and we intend to make sure thats reflected in every detail.
  The original offer of filters was made in light of your Legacy Plan, but we fully understand why that felt dismissive. Were currently reevaluating our response and will be reaching out with a more appropriate resolution.
  Internally, weve spoken with the technician and the Project Advisors involved to reinforce expectations when a customer is without cooling. No customer should be left without a sense of urgency or escalation. Weve also taken steps to address how service and support teams handle follow-up during critical situations like yours.
  Mr. *****, we respect your voice and your experience. Youve been more than patient, and youve raised valid concerns were taking seriously. We cant undo the past, but we are committed to making things right and learning from what happened here. We truly hope well have an opportunity to rebuild your trust.
  Sincerely,
  ******** ****
  Customer Success | **********************
  **********************************************************

  Customer Answer

  Date: 07/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me if I receive compensation for the ** unit I was forced to purchase and get to keep the unit I purchased and all repairs are taken care of on the shroud of the outside unit.

    Thank You

  
  
  Sincerely,
  ******* J Wills 
  ***** *****

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I purchased a new Carrier HV** system in January from *******. this is the second unit that I have purchased from them in well over ten years. Before they could do the install, I had to have the floor replace under where the old unit sat. Now we leap forward to warmer weather and start using the ** and find out the newer unit is leaking. I have contacted the vendor on numerous occasions and various technicians have been to my home in an effort to correct the problem. I have been told that if they could not fix it then they would replace it, but nothing is being done. This unit cost me $11,603. I am a retired senior on a fixed income. Since the purchase, I'm told ******* has been purchased by Del-Air. Regardless, I want the unit fixed.

  Business Response

  Date: 07/16/2025

  Dear Mr. ************** want to sincerely apologize for the ongoing issues youve experienced with your Carrier HVAC system. We understand how frustrating and inconvenient this must beespecially given the significant investment you made and your fixed income situation. Please know that your comfort and satisfaction are very important to us.
  Since learning about the leak in your unit, we have made it a priority to escalate your case directly to Carriers technical support team. We have requested a replacement air handler as part of the resolution and are closely monitoring the progress of your service ticket. While we await their response, please rest assured that we are committed to keeping you updated every step of the way so this matter does not fall through the cracks.
  We truly appreciate your patience and loyalty over the years and want to do everything we can to make this right for you. If you have any questions or concerns at any time, please dont hesitate to contact us directly.
  Thank you again for your understanding and trust in Del-Air.
  Warm regards,
  The Del-Air Team

  Customer Answer

  Date: 07/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:06/22/2025

  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.

  06/21/25- HVAC unit stopped blowing cold air this morning. Note, I have 3 children under the age of 7. I called at 10:39 a.m. to schedule an appointment. They set an appointment same day for 2p.m.-4p.m.. At 3pm I called to confirm the technician was still coming, Del-Air confirmed. I call again at 4:13pm, was told he was running behind on another call, that he would be there soon. I called at 5 pm and 6 pm, received the same answer. Then I was told that his estimated time of arrival was 8 p.m and that dispatch would call me. I waited until 8 p.m. came, no call no show. I called again, and I was told my appointment time was extended until 12 a.m(Midnight) and that I was guaranteed(check your call records) that he would show up before midnight. Called in at 10:23 p.m. to check, representative said that I was still on the books for him to come by. Finally at 12:30 a.m at night, after another no call no show, I called. Representative said I was still in the bookings for the tech to come by. But was told that they stop after midnight So, my next appointment has now been scheduled for 12pm-2pm(6/22/25). But I will also be calling at 8am to file a complaint with a supervisor/manager. Ive read Del-Airs terms and conditions on their website. You heavily rely that the customer make adequate communication on cancellations or communications, or fees can apply. What fee should I charge you??? And you know whats funny, this isnt the first time Del-Air has done this to me! Make this right

  Business Response

  Date: 07/07/2025

  Hi Dakota,
  Thank you for taking the time to share what happened and please accept our sincere apologies for the incredibly frustrating experience you had. You were promised same-day service and were instead left waiting for hours, with repeated delays, unanswered expectations, and no communication follow-through. We understand how unacceptable this is, especially considering you have young children at home and were without air during the Florida summer.
  We know this wasnt the first time youve had issues with our responsiveness, and that only adds to the disappointment. You were told a technician would arrive by 24 p.m. and then assured multiple times throughout the evening and night that someone would still be on the way all the way up until 12:30 a.m., with no one ever arriving. Thats not just inconvenient, its completely unfair. You shouldnt have had to chase answers or feel like your concerns didnt matter.
  Our General Manager has been trying to reach you directly, as we want to address this personally and do everything, we can to regain your trust. We would really appreciate the opportunity to meet with you and hear more about your experience in your own words. Please let us know a good day and time to arrange a call or meeting with you and our internal team. We want to fully understand what went wrong and discuss the next steps to make this right.
  Again, were deeply sorry for the inconvenience, and we appreciate your patience more than you know.
  Sincerely,
  Del-Air ***************************start="1530" data-end="1533">**********************************************************

• Initial Complaint

  Date:06/08/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  On Aug 23, 2024 I paid for an annual membership with Del-air heating and air conditioning. This membership was just under $300. On June 8 2025 I called to get a service completed on my AC unit and was informed that my annual membership had been cancelled and they could not tell me who canceled it and they did not issue me a refund. They stated I would have to pay again for another membership to reactivate it even though I already paid and had yet to utilize the service. This type of bait and switch business to take someones money and not honor their contract is not the type of business I would expect from Del-Air.

  Customer Answer

  Date: 06/09/2025

  Del-air contacted me today and explained that in the process of relocating offices to ************, there was some issues with transaction transitions. In as such my membership didnt transfer and indicated a cancellation.  They are reinstating my membership and are offering me an address free if charger due to the issue and trouble it caused.   I feel the resolved the issue quickly and satisfactorily.  

  Business Response

  Date: 06/10/2025

  ****** ******
  ********************
  Phone: **************
  Email: *********************************
  We truly appreciate Mr. ****** bringing this matter to our attention and apologize for the confusion and inconvenience he experienced with his annual membership.
  Upon investigating his concern, we discovered that the issue originated during the transition of his account to a new service location. The membership, originally purchased on August 23, 2024, was not properly carried over when service began at the new address. This resulted in the membership not appearing active in our system, leading to the unfortunate and incorrect communication that his plan had been canceled. We acknowledge that this was an internal oversight, and we take full responsibility for the error.
  Once the issue was identified, we contacted Mr. ****** directly, explained the situation, and confirmed that his membership remains valid. As a gesture of goodwill and to restore his trust in our company, we offered him one free visit, which he accepted. He expressed satisfaction with the resolution and stated that he would be removing his review. Were also happy to report that a maintenance visit has been scheduled for Friday to ensure his system is in proper working order.
  The root cause of the issue was the failure of our system to reflect membership continuity after a service location change. This is not a training-related error but rather a gap in how membership data transfers across accounts tied to different addresses. We are actively working to ensure that such oversights are prevented in the future.
  Mr. ****** expressed that he is very satisfied with how the issue was resolved and confirmed that he will remain a loyal customer. Were grateful for the opportunity to correct the mistake and deliver the service he rightfully expected.

  Customer Answer

  Date: 06/10/2025

  I am satisfied with results. Only conflict I have with the statement is that they state in message that they offer one free visit and on phone they stated they were providing an additional year membership.  

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Home A/C UV Light installed by DEL-AIR not working. We want DEL-AIR to fix the defective UV Light at no cost to us.

  Customer Answer

  Date: 06/06/2025

  Thank you for the BBB assistance. Del Air honored the replacement of the A/C UV light. The issue has been resolved and I will like to close the complaint. 

  Business Response

  Date: 06/10/2025

  ******** ******
  *****************
  Phone: **************
  Email: ****************************
  We sincerely appreciate Mr. ****** taking the time to share his concerns, and were very sorry for the inconvenience and frustration he experienced with his ** light installation. We value his loyalty as a long-standing customer and regret that this particular situation fell short of the standard of service he has come to expect from us.
  After receiving his complaint, we reached out to Mr. ****** directly to better understand the issue and investigate thoroughly. It was determined that the ** light was not functioning properly due to a wiring issue that appears to have existed since the initial installation. We understand how frustrating it must have been to receive conflicting explanations from multiple technicians over time, and we take full responsibility for the miscommunication and the oversight.
  To resolve the issue, we are sending a qualified technician to replace the bulb and ensure that the ** light is correctly wired and functioning as it shouldat no additional cost to Mr. ******* He expressed appreciation for the prompt response and stated that he has never had an issue with us in the past. He was pleased that we were taking ownership of the matter and handling it quickly. He also mentioned that once the bulb is installed and the system is working properly, he would be happy to remove his review.
  The root cause in this case was improper wiring during installation and a lack of clear, consistent follow-up by our service team. As a result, we are using this as a training opportunity to reinforce proper installation procedures and the importance of technician communication with customers to ensure all systems are tested and verified before closing out a job.
  We will be following up with Mr. ****** again in the morning to finalize the service appointment and complete the repair. Were grateful for the opportunity to make things right and are pleased to have retained Mr. ****** as a valued customer.

  Customer Answer

  Date: 06/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Del-Air came out on 5/28/25. Technician arrived about 8:30pm. He could not determine the problem keeping the air conditioning from running. At one point he was just replacing parts to try and resolve the issue. At 11:00pm he said he could not fix the problem and would return the next day with another technician. He explained he would arrive by 9:00am. He collected $99 even though he didn't fix anything nor did he know what was wrong. At 10:00am the next day no one had arrived. I tried calling the number he called from the day before, no answer and no return call. I called the main number and was told I was on the schedule for that day, but no time could be specified and I would receive a call with a time. At noon I contacted them again and was told a senior technician would be there between 6:00pm and 8:00pm. I told them I didn't want the same technician that could not diagnose the problem the day before. At 8:00pm no one had showed. I called and was told the appointment had been rescheduled. No one bothered to contact me. At this point I am furious with Del-Air! Multiple broken promises, unqualified technicians and out $99. Horrible business.

  Customer Answer

  Date: 06/01/2025

  Del-Air contacted me after receiving notice of the BBB complaint.  I explained that I had made arrangements for another firm to arrive Saturday morning (the following morning) to troubleshoot the issue.  The person from Del-Air encouraged me to allow them to come out to address the issue.  I agreed that they could come back out and be there with the technician from the other firm I contacted.  We agree upon 10:00am.  I was assured that a senior technician from Del-Air would be there at 10:00am.  At 9:45am a technician with the other firm I contacted arrived.  No one from Dell-Air showed up, once again a no-show.  At 10:15am the technician from the other firm found the problem.  When the installers from Del-Air installed the system, they spliced the low voltage conductors in the low voltage wire going from the air handler to the compressor.  The splice was done with wire nuts and buried in the ground next to the compressor so it could not be seen.  As was inevitable, the connections corroded and failed as they were underground and not properly protected.  By 10:45am the technician had made the repair, the system was running and the home was cooling down nicely.  At 11:50am I received a call from a technician with Del-Air telling me he was at the security gate.  I explained he was 2 hours late.  He said he didn't know anything about that and that he was just told to go to the address.  I would not allow him in the complex as there was no need.  The poor workmanship issue from Del-Air's installation was diagnosed and repaired by another firm.  There was nothing left to do.  

  Business Response

  Date: 06/10/2025

  Jay Thompson
  FL 32821
  Phone: (813) 644-1247
  Email: [email protected]
  We appreciate Mr. Thompson bringing this issue to our attention and sincerely apologize for the frustration and inconvenience he experienced during his recent service interaction with our company.
  Our records confirm that a technician was dispatched on the evening of May 28, 2025. Unfortunately, the technician was unable to resolve the issue during that visit and committed to returning the following morning with additional support. We regret that this follow-up did not occur as promised and that no communication was made to inform Mr. Thompson of the change in schedule. This breakdown in communication is unacceptable and not reflective of the level of service we strive to provide.
  As a resolution, we have refunded the $99 service fee in full and have offered Mr. Thompson a discount on the final repair, once completed. We also reached out directly to listen to his concerns and ensure that his frustrations were heard and understood.
  The root cause of this issue was a lack of internal coordination and timely communication between our dispatch team and the technician, which led to multiple missed expectations. We are coaching both dispatch and the technician involved to reinforce the importance of proactive and transparent communication with customers moving forward.
  Mr. Thompson is currently scheduled for a service appointment on May 31, 2025, to complete the necessary repair. We are committed to resolving the issue promptly and to his satisfaction. While Mr. Thompson was understandably upset, he agreed to move forward with the scheduled appointment.
  We appreciate the opportunity to correct the situation and restore his trust in our company.
  Sincerely,
  Karoline Leon 
  

  Customer Answer

  Date: 06/10/2025

   
  
  Complaint: 23395178
  
  
  
  I am rejecting this response because:

  The response is correct in that they agreed to return on May 31st at 10:00am.  They were a no show at 10:00am, once again.  At just before noon the technician called to say they were at the security gate.  By this time the problem was discovered and repaired by another AC firm.  In fact, the issue was found to be an installation defect committed by Del-Air, who originally installed the system.  Additionally, the $99 was not refunded as stated.  I had to dispute this charge with my bank who eventually reversed the charge.  
  
  
  
  Sincerely,
  
  
  
  Jay Thompson

  Business Response

  Date: 07/01/2025

  Dear Mr. Thompson,
  We sincerely apologize for the multiple missed appointments, lack of communication, and the frustration you experienced with our service. This is not the level of service Del-Air strives to provide, and we deeply regret that we were unable to resolve your issue or regain your confidence.
  After several attempts to contact you and offer a free membership as a gesture of goodwill, we understand your decision to proceed with another company. We have shared your feedback internally to improve our scheduling, technician qualifications, and communication processes, including implementing new texting tools to better keep customers informed.
  Thank you for bringing this to our attention. Should you ever consider giving us another chance, please contact me personally at [email protected], and I will ensure you receive the highest level of service.
  Sincerely,
  The Del-Air Team

  Customer Answer

  Date: 07/03/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23395178.  I don’t accept their response but want to consider the issue closed.   
  
  
  
  Sincerely,
  
  
  
  Jay Thompson

• Initial Complaint

  Date:05/29/2025

  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.

  I purchased mini split air conditioning units from them, and during their first year checkup on January 21, 2025, they stopped working. No one followed up with me, and after I followed up with them, they came out on March 13, 2025. They replaced the pub and the board shorted out. They came back on April 16, 2025, didn't have all of the parts they needed. They came out again on May 1, 2025, and couldn't fix it and couldn't give us a straight answer why. I called multiple times an couldn't get a response as to the problem. We then had an issue with our main unit on May 15, 2025, and that technician gave me the number to someone named *****, who was in charge of parts. I called him on May 16, 2025, and he told me that a piece he needed was no longer being made/was replaced by something else, so he needed "six pieces from six different places." I hadn't heard from him, so my husband followed up with him this week, and no response. I started requesting the documentation, which prompted the company to call me and ask why I was requesting it. I explained what was going on, and she told me that they were waiting on "the board" and "other components" but she couldn't name the components or where they were coming from. I asked when the board was ordered and she said May 17, which means even after the May 1 visit they didn't even order it for 16 days later, and now they are saying it is on backorder and can't give me an estimate of when it is coming. The woman, ****** I was talking to, also told me that ***** had "just gotten off the phone with my husband," which my husband said was not true/he still had not heard back from ***** after calling and texting. I have not had working mini splits since January, and I am concerned that they are not fulfilling their end of the warranty.

  Business Response

  Date: 06/10/2025

  Sarasota, FL 34231
  Phone: (540) 903-5516
  Email: [email protected]
  We appreciate the opportunity to address Ms. Wagner’s concerns and sincerely apologize for the delays and frustration she has experienced throughout this process.
  Following her initial report of the issue during the January 21, 2025, annual maintenance visit, our team returned on March 13 to begin the diagnostic and repair process. Unfortunately, the replacement of a component led to a shorted control board, and further appointments were required to identify and resolve all underlying issues. Complications were exacerbated by a lack of component availability, as one of the necessary parts was discontinued by the manufacturer and had to be sourced from multiple suppliers. This contributed to delays in completing the repair.
  After reconnecting with Ms. Wagner on June 10, 2025, we were able to speak directly with her to clarify the current status and next steps. The control board is being installed today, May 30, 2025, and we are committed to ensuring the system is fully operational following this visit. We understand her concerns about communication gaps and acknowledge that internal coordination, particularly related to part sourcing and customer updates, did not meet expectations. We are taking steps to address that internally.
  Ms. Wagner has a 10-year parts and labor warranty on her mini split system, and as such, no charges have been incurred by the customer for repairs. We believe the root cause of the ongoing issues stems from electrical inconsistencies following a home remodel, which contributed to the failure of the system components.
  We are hopeful that with today’s repair, the system will be restored to full function. Ms. Wagner expressed a more positive outlook following our most recent conversation and indicated that her review or final opinion may depend on the outcome of this service visit. We value her as a customer and are confident that once repairs are completed, she will continue to trust us with her HVAC needs.
  We remain committed to honoring the warranty and ensuring customer satisfaction.
  Sincerely,
  Karoline Leon

  Customer Answer

  Date: 06/10/2025

   
  
  Complaint: 23393564
  
  
  
  I am rejecting this response because:
  
  
  

  The mini splits were not fixed today as the response said they would be. A technician came out to fix our main unit, which was also not working, and he said he was not there for the mini splits. When I called the office they didn’t know the status and were unable to give me any update on when the part for the mini splits would be in. 

  I asked to speak to  Karoline Leon and they said they didn’t know who that was.

  
  
  Sincerely,
  
  
  
  Shauna Wagner

  Business Response

  Date: 06/23/2025

  Dear Ms. Wagner,
  Thank you for your follow-up, and I’m very sorry for the ongoing confusion and lack of clarity regarding your mini split repair. I completely understand how frustrating it is to be told one thing and experience another—especially after already dealing with equipment issues.
  To clarify: while our technician was recently on-site to service your main unit, it appears there was a miscommunication regarding the repair status of your mini splits. I am personally looking into the part status and will ensure you receive a direct update with accurate information as soon as possible. I’m also following up internally to correct the handling of your call and make sure our team is aware of who to direct customers to when they ask for me.
  Please feel free to reach out to me directly at [email protected]—I want to be your point of contact moving forward to avoid further miscommunication and make sure your repairs are completed without additional delay.
  I sincerely apologize again for the inconvenience and truly appreciate your patience as we work to make this right.
  Warm regards,
  Karoline Leon
  Del-Air Heating, Air Conditioning, Plumbing & Electrical
  [email protected]

• Initial Complaint

  Date:05/26/2025

  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.

  Two del air people came out to do Maintenace to ac unit. Said I had a bad coil that was not worth fixing. One employee turned out to be a high pressure salesmen tried to get me to commit to a new ac unit today had to be today to get a deal. Had a bad feeling about the entire situation said no I will get back to you. Call another ac company for second opining and quoit. They told there was absolutely nothing wrong with my system. Called del air, told them what happened with their tecks. told them to do something about it so it does not happen to other people and candled my contract because I don't anyone from their company in my condo again and I sinned with the company that told my unit was fine. They said they would take care of it. Then they billed after trying to scam me.

  Business Response

  Date: 06/06/2025

  Dear Mr. ************** you for reaching out and bringing this matter to our attention. We sincerely apologize for the experience you had with our team. Your concerns are valid, and we take them very seriously.
  Were sorry to hear that you felt pressured during the service visit and that our assessment of your system did not align with the second opinion you received. Thats not the experience we want any of our customers to have. Our goal is always to provide honest, professional service and clear communication so you can make informed decisions about your home comfort.
  We also understand your frustration in being charged after canceling your agreement and expressing your concerns. We are currently reviewing this issue internally to ensure its handled appropriately and to prevent similar situations from happening in the future.
  We appreciate your feedbackit helps us improve. A member of our team will follow up with you directly to confirm the resolution of your account and ensure no further billing occurs. If you have any questions or if theres anything further youd like to share, please dont hesitate to email me at **********************************************************.
  Sincerely,
  Del-Air ************* Team

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23378282
  
  I am rejecting this response because: After attempting to rob me they have billed me, what a bunch of scam artist they have working for them, and by not returning my money the company is showing its true colors!!!
  
  Sincerely,
  
  ******* A ****

  Business Response

  Date: 06/23/2025

  Dear Mr. ************** you for your follow-up, and I truly apologize for the frustration and confusion caused by the billing issue. I completely understand how upsetting it must feel to be charged again after already canceling your maintenance plan, and I want to make it clear that this is not the experience we want for any of our customers.
  We have initiated a full refund for the $19.50 charge, and I am actively working with our finance team to understand how this error occurred so we can ensure it doesnt happen again. While I know this doesn't undo the inconvenience, I want to assure you that your concerns are being taken seriously and that we are committed to resolving them.
  Please allow a few business days for the refund to reflect on your account. If you have any further questions or would like to discuss this directly, I invite you to email me at ************************************* so I can personally make sure everything is addressed properly.
  Again, I truly apologize for the trouble this has caused and appreciate your patience as we work to make it right.
  Sincerely,
  ******** ****
  Del-Air Heating, Air Conditioning, Plumbing & Electrical
  *************************************

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23378282
  
  I am rejecting this response because: I still have not received the $259.00 you charged me when I cancelled your service!!
  
  Sincerely,
  
  ******* A ****

  Business Response

  Date: 07/01/2025

  Dear Mr. ************** you for your feedback. We want to confirm that your refund has been fully processed, and we sincerely apologize for the delay and any inconvenience this caused. We understand how frustrating this experience must have been and appreciate your patience as we worked through the issue.
  If you have any further questions or need additional support, please dont hesitate to reach out to me directly at **********************************************************.
  Thank you again for bringing this to our attention and giving us the opportunity to make it right.
  Sincerely,
  The Del-Air Team