ComplaintsforD & D Comfort Heating and Air Conditioning, Inc.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had ** Confort come to my house twice. 1st time to install NEST, which would require running an additional line to power it, but when I get the nest it magically does not need an additional power line so cost me 200 to have 4 wires switch from old to new. (I could do that, but thought it needed power line) Called them again today to have my AC refilled with Freeon so Tech spends 15 mins to let me know it was low and they don't carry my type of Freeon, which bang is another 100. I hope my $300 was a worthy cause for the ** donation cause. #LessonLearned ******************* *********************************************************************************

  

  Business response

  06/21/2023

  First Call was on 10/18/2018.

  call was for no heat. i diagnosed.problem to be the batteries in thermostat. replaced batteries and fixed bare wires at thermostat. customer asked what would be the cost to come back and install a nest thermostat if he purchased it. i had quoted him $150.00 if i had to run new thermostat wiring from furnace, depending on type of nest thermostat he purchased. i collect the $98.00 for service call repair (document enclosed). he said he would call back to schedule the thermostat install when he purchases it.

  Second Call was on 11/19/2018.

  customer had purchased new nest thermostat. i proceeded to install thermostat for customer. discovered at this time i did not have to run new wiring. installed new thermostat customer provided. tested operation. told customer no wiring was needed. charged customer $75.00 instead of the $150.00 quoted due to not needing the extra wiring. (document enclosed). 

  Third Call was on 6/13/2023 (5 years later).

  customer had called for a air ********************** clean and check service. we told him the price would be $99.00. he then scheduled the appointment. our technician arrived, the customer at this time stated the air conditioner is not actually working. the technician then proceeded to inspect air conditioner . his findings were that the capacitor was weak and the contactor was burnt, though this was not the only issue. the customers air conditioner unit was very low on refrigerant, due the the very old age of his unit it uses the old R22 refrigerant and there is a leak some where in system. R22 refrigerant is no longer being used, it has been phased out over the past ten years and can no longer be purchased. the technician did tell customer that there *** be some larger companies that *** still have some R22 refrigerant but did not and that the leak would have to be fixed per EPA codes, not just added. at this point the technician recommended replacing the air conditioner and we can provided a estimate. the charged of $99.00 was for the air conditioning clean and check service the customer asked for. the customer was unhappy with the $99.00 charge stating it should have been a free estimate. we where not called out for a estimate, we where called out to service his unit. note: customer did not tell us its not working till we arrived and ask for use to determine why, which we did. i know the out come was not what the customer expected (even though later he did say he had other companies out in the the past just to add refrigerant) but we did provided a service of diagnosing the problem which is why there was a $99.00 charge.

  i had spoken with ************* on 6/20/2023 and explained the services provided for him in 2018 and just recently. he was still not satisfied. D&D Comfort is all about doing the right job and service for our customers and offering complete satiisfaction so we refunded him not only the $99.00 from 6/13/2023, but also $75.00 from five years ago from his dissatisfaction we where unaware of. ************** did say thank you and is satiisfied now.

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