ComplaintsforDeane Electric & Air Conditioning, LLC

• Initial Complaint

  09/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 24 2023, I was living in ******** about to move to *****. The Ac unit at my home that I recently purchased stopped working after a few days. After googling a HVAC company and based off reviews, I called **** **************************** conditioning. The tech was late to the appointment time, was brash and unpleasant to deal with (According to my tenant) was here for 9 minutes (and a few seconds) and after spraying my outdoor unit with my garden hose, comes inside takes a temp reading and says the unit is working fine. Then I get a Invoice for $95 the next day.The AC unit didn't work the next day and I called another company to check it out. I was told, the indoor unit was 10 years newer than the outdoor unit and it operates on a different type of refrigerant. The units are now cross contaminated, and non functioning (edit: **** did not cross contaminate the system, this was the exhausting unit in the house tht I purchased). Also, the system is 1 ton too small for the size of the home (it was a 3 ton unit for ****+ square feet).I paid the other company to put in a brand new unit of appropriate size for the home and have had ZERO issues.After a bit of research and asking friends in the industry, The other company was 100% correct. So I called **** electric and told them I will not pay their "service" fee for something they clearly did not do. The gentleman on the phone said I understand and sorry we missed that.Then A month later (today) they call me again to get the invoice paid.So I tell the woman (being brash and unpleasant like their tech), that I talked to some one and refuse to pay. She promptly said I'm lying and she is the ONLY person to pick up the phone.Apparently she did not like that very much and interrupted me told me to have a nice day and promptly hung up on me. That's really what sparked this review. I do understand people can miss things but this was absurd.No document to upload explaining their findings.

  

  Business response

  09/05/2023

  We trusted this man to pay us even though he was out of state. ************** arrived on 7/24 and Performed a system check on the *** When technician arrived the air coming out of the vents read at 75 degrees. The tech found that the outside condenser coil was full of dirt and dust. Dirt and dust stops air from making contact with the coil. Tech washed the condenser coil. Readings were at 66 degrees coming out of the vents and readings were normal at the end of service. There was nothing wrong with is unit other then a dirty condenser coil. ************** was on site for 54 minutes and we have GPS records as proof. We did not cross contaminate his AC system. If this AC had two different refrigerant's it would not operate. In our trade we see most older units simply cannot keep up when its 106 degrees outside. We are not in the business of upselling systems. The customer never reached out to let us know he was dissatisfied with the services he received.  Deane electric and AC prides itself in resolving all issues no matter what the issue is.

  Customer response

  09/06/2023

  Complaint: 20544951
  
  I am rejecting this response because:

  The business has threatened to call my chain of command was beyond rude and clearly has no clue what they are doing...

  The unit was shot and needed to be replaced yet they did not mention it... 

  I honestly do not know how they operate as a business after witnessing this experience.

   

  Bottom line up front no military member should use this company and I am currently working on getting it blacklisted due to their actions...
  
  Regards,
  
  *****************************

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Original date of transaction dates back to June 2016.Current dates of dispute, 12/15/22 onwards Owner of company wanted to correct an issue that he took fault for I what his company failed to do correctly. Unit was never registered with his company back in 2016 therefore I had no warranty to a unit with continued issues.Finally, ** wanted to make things right. He would install a USED unit that he insisted was new. Unit was in another home for several months. **** installed the unit although never hooked it up to work. **** kept ignoring the situation and proceeded to call me a liar numerous times when his employees never showed up to my home to fix the unit. I paid another company to find/correct the issue of what ** did not do in the first place, correct the issue to have heat verses being lied to over and over. Verbal agreement w/JD was to pay for labor cost ($500) of what he insisted was a new unit, which is used and is registered under someone else. His wife (****) called the next day to get the ticket of the unit to file a warranty claim.I refused to pay **** earlier than agreed and for the system not working to where I had to pay another company to correct what he did not do.Long story short, I have asked for the warranty information on the unit and **** or his company have yet to send this. I have given the chance with deadlines to send me this document in order to have a company continue to work on the unit. I informed via email that JD subtract what it cost me to have this unit fixed to where it would work.JD took advantage of me several times and this is the last straw.I want the correct warranty in my hand and he can subtract the cost of the other HVAC charge to repair the unit in working order.I have given JD many chances since ************************************************************************************************************************************ 2016 including the air handler (used/not new) in December 15 at a non workable state.

  

  Business response

  01/04/2023

     The person making this complaint received a free Air Handler with a agreement to pay $500 labor. It was intended to be my yearly charitable gift. Th e air handler was originally installed at another residence, but was the sized impropery by a former employee. This 4 ton electric air handler by ***************** was used for less than 4 weeks as I had to install a smaller one for that homeowner. So,I offered this air handler to her free of charge.  The system I installed for her 5 or 6 years ago developed a refrigerant leak. ******************* failed to register the equipment during the registration period.  Her evaporator coild developed a refrigerant leak.  She originaly trashed me on ******** in 2017 without even calling me to allow me to do warranty repair. Time went by and this year when we talked she told me that it was not fixed yet.  I researched trying to find sa replacement coil, but without the registration, I was forced to find a better solution, so when I took out this one month old air handler by AMerican Standard, I offered to install it in her home for the cost of labor only. She agreed, but after the install, I discovered a refrigerant leak at the common access port. The valve stem was leaking but was installed to tightly at the factory, So I sent my crew back the following day. They could not do the work because it was pouring down rain.  I return the same evening to visit her and explain the rain situation and she accused me of lying because her camaras did not spot my workers. She started yelling at me, so I broke off contact with her as I was very upset that someone could yell at a person who is trying to help. So, the next day she emails my wife **** and in the email, she said I made somew sexually inappropriate comments as well as rascist comments. I decided that she could just just keep the equipment and not charge for the labor. I walked away from a job that was almost 100% complete.   Aside from her email trashing me to my wife, I do not want anything to do with such an ungreatful person. We did, however register the air handler in spite of her.

   

  **** Deane

  Customer response

  01/17/2023

  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.
  
  Regards,
  
  *******************

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Deane electric just called. Reiterated the threat to remove the electrical panel for an occupied home where a family with children lives. Is that even legal?

  

  Business response

  10/19/2021

     The owner hired a contractor that supposedly was paid the entire amount for the job Deane Electric and AC completed.   I have only been paid 50% and when the owner blew me off, I texted him saying that I will remove my equipment from the outside location which is about half of the remaining balance. I sent this text because it was the only way to get the owner ti respond. I am also told that his subcontractor who did not pay is also a close associate of the owner.  He did finally send me an address, but it was a fake address.   I have sent out my demand letters to all parties involved.   I am abviously not going to make any tenants suffer from the skullduggery of others. I will however, use the full extent of the law to get my final payment.

• Initial Complaint

  05/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Details: .July 2020 install of new AC unit inside and outside .September 2020 had to call because the unit continued to shut off once the inside temperature reached 70 degrees .May 2021 had to call because the unit continues to shut off once the inside temperature reached 70 degrees

  

  Business response

  06/02/2021

  I did call my customer an idiot. I should not have done so, I regret my actions and have learned a valuable lesson. I'm human, I can only handle so many insults before I react. I shouldn't have reacted. 
  
  
  We installed a Coleman A/C system last July. Mrs. ******* hired us to install a system for the benefit of her daughter and son in law. Apparently, when the pleated filter I supplied got dirty, they replaced it with a cheap paper filter. Usage of this cheap filter resulted in a dirty coil. As with all customers, we immediately went to the house to address the problem, as Mrs. ******* was claiming the new ac unit is defective. I explained to her several times that the coil was dirty because of neglect. (Cheap filters) She wrote a long text stating how she was disappointed with me and my company, stating that it can't be a dirty coil, it must be defective. I let my ego get the best of me as I don't like being called a liar. My response to Mrs. ******* was unprofessional and I can tell you this.... it will never happen again. 

  Customer response

  06/03/2021

  Complaint: ********
  
  I am rejecting this response because:The AC unit was installed in June 2020 with the filter than came with the unit. Within 3 weeks of install, the unit was not draining properly and automatically cutting off so a service call had to be made. The technician flushed the line and advised my daughter that if the problem continued, that pouring bleach down the line would resolve the issue. Pouring bleach down the drain line was a temporary solution for the next couple of months. Once the weather started cooling down, the AC unit wasn’t needed again until April 2021. In May 2021 the AC unit started again draining very slowly and would cut off once the inside of the home’s temperature reached 70 degrees. I contacted **** *****, owner of Deane Electric & AC, and was insulted and called an idiot. **** also suggested that we air out the house by opening windows up at least once a week. The technician flushed the line once again and offered to clean the coils for $150. **** ***** stated that Coleman would come out, free of charge, to check the unit out. I contacted Coleman and explained the issues that I was having with the unit and was told that the unit is not properly installed and that it sounds as if the drain pipes are not set at the correct angle. Coleman also said that unfortunately the improper installation of the AC unit isn’t covered under our warranty.

  
  
  Regards,
  
  **** *******

  

  Business response

  06/08/2021

     I did insult ****, I was upset and became emotional when I was no longer trusted. She does not have a problem with her new Coleman AC system.  She has a problem that is 2 fold. She needs a new drain line ran. I did not offer it in my new system quote as it was never mentioned to me that she was having drainage issues. Mrs. ******* has a black poly pipe drain that is no longer manufactured for the HVAC industry.   I did offer yesterday to install a PVC drain pipe free of charge because I did insult her and I feel ashamed of my actions. I was slow to offer this due to the heavy online attacks that left my website offline do to hack. I also had to shut my Facebook pages down due to several unemployed social justice attacks. Had I been given the opportunity to apologize, I believe we could have worked it out. 

   Her initial complaint is that the unit is defective. AC systems, however, do not make dirt or bacterial slime. I blame myself partially for that as well as I must have failed in my explanation of how an anaerobic bacteria will cause a slime to grow in the drain and on the coil if you do not do multiple air exchanges in the home. This type of bacteria likes carbon dioxide.  As far as the Coleman unit being defective, to be clear. Coleman will look at it free.... of her being charged. I would have to pay for a Coleman rep to travel to Copperas Cove. But that's on me , not Ms. *******.

   

  Respectfully,

  **** *****.

  Customer response

  06/08/2021

  Complaint: ********
  
  I am rejecting this response because: I’m not an hvac expert so when the ac unit continued to shut off due to it not properly draining, yes I believed it was defective because the old ac unit never shut off and not come back on. Each time Deane Electric was called out, it was due to the ac unit not draining properly. The manufacturer, Coleman, stated that the unit was not defective as far as warranty issues but that the unit’s drainage lines were not properly installed.

  
  

  Because **** ***** has been so unprofessional with this ac unit issue, I don’t trust his company coming out to “repair” the unit again. **** ***** has not taken ownership for any of his actions. Even with me having proof, via text messages, that he called me an idiot, he was the one that went on social media and stated that I had edited our conversation. I then posted his statement on his company’s website for others to read and the community responded to him very negatively.

  
  

   **** has first blamed the issues on us not airing the house out. Coleman manufacturing said they have never heard of lifting the home’s windows to be a fix for an ac unit not properly draining or not properly working.

  
  

  **** then stated that we use cheap air filters which has caused the coils to be dirty. We have  used mid grade air filters for the past 15 years in the original ac unit and each year that Deane Electric came out to complete the annual service of the unit, there was never a concern with the air filters. 

  
  

  **** then stated that my 33 year old daughter who suffers from systemic lupus and must have the home’s temperature at a certain degrees, neglected to change the filters, which is another lie. 

  
  

  I will have another HVAC company repair the issues with my Coleman unit and cut all customer ties with Deane Electric & AC.

  
  

  
  

  
  
  Regards,
  
  **** *******

*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. ↩