Del-Air Heating, Air Conditioning, Plumbing And Electrical

I arranged for Del-Air to conduct a routine AC maintenance on my 5-ton unit, one of 2 units in the house, the other being a 2-ton unit. The units were installed in July by Del-Air. The technician came on 10/14 in the afternoon, did the maintenance, said everything looked good and within the parameters they check for. My daughter was coming that evening from out of town with our 8-week old grandchild and we wanted piece of mind that the system was going to be keeping the house cool for her. Ironically, just about the time she arrived, around 9 in the evening, the AC system failed, throwing an error code on the Nest thermostat that said no power to red wire. I rebooted all the systems to no avail. We called Del-Air's 24 hr repair line and was told that a technician was not available until the next day. Unfortunately, the house was so hot already that my daughter could not stay with us, not very happy at this point. A technician came the afternoon of 10/15 and diagnosed the system failure. He traced it to a short in the evaporator high voltage wiring above the capacitor connection. When the system shorted it contacted the low voltage wiring adjacent to it, having an effect that the tech described as lightening hitting the system. After tallying up the damage it came to over $3000 in parts, which would have to be ordered. The system could not be made functional and it looked to be a couple days waiting for parts. The tech was reluctant to render an opinion on why the short occurred. He noted that it was a 10 year old system and that it may need to be replaced if the damage turns out to be even deeper after replacing the known bad parts. To me though, the source of the short was clear; when the first technician removed the access panel and probed all the wires he did not arrange them back into tie-wrapped bundles. Closing the access panel against the loose wires allowed them to make contact with other wires while the system was running and vibrating. At that point it was like a ticking bomb waiting to explode, and of course it did. At this point my house is 86 degrees, my new grandchild cannot be at my house and is leaving to go back home, my small business which I run out of my home had to be paused since it requires climate control to run some of the equipment and I have no ETA on when it's going to be fixed. On top of that, when the parts dept called about ordering the parts, they wanted me to pay for them. I explained what happened and then refused to pay for the parts. I requested someone get a hold of me that can remedy this situation. This was on Friday the 16th. The weekend passed by with no word, the only saving grace was cloudy and wet weather helped keep things slightly cooler. Monday morning I received a call from Yolanda in Customer Service. I explained what happened up to this point and she said she would forward it to the area supervisor. Several hours later I received a call from Lynn in the Parts dept that all parts are ready to install, that a technician was coming out within the hour and that Del-Air was paying 100% of the repair cost. It was a huge inconvenience for me, my family and my business, but at the end of the day I was satisfied that Del-Air acknowledged the mistake, apologized and the technician showed up as promised. Within 1.5 hours he had the system restored and it has run as expected since. In light of all this I will still recommend Del-Air. They stood behind their work and made it right, even if it took some very uncomfortable time, and without having to complain to layers of management before getting any satisfaction.

Del-Air misrepresented warranty on A/C unit, leading me to repair versus replace the unit. Del-Air now says only labor is covered and I owe for parts. I received a bill (doc_1.pdf) from Del-Air for $1200 for a replacement evaporator coil installed in our A/C air handler on 10/28. On 10/14, our A/C system received scheduled maintenance service from Del-Air. After the service, the unit was not cooling very efficiently (i.e., could not maintain a 15-20 degree temperature differential). I called Del-Air and they sent out another technician on 10/16. He determined that the air handler was leaking coolant and that it needed a new evaporator coil. The technician wasn't sure if the unit was still covered by the extended warranty, so I paid $234 for the service call. The following week, I spoke with Del-Air to determine (i) the end date of the extended warranty, and (ii) whether the extended warranty would cover the cost of parts and labor for a new evaporator coil. From two different sources at Del-Air, I was told that (i) the extended warranty end date was 10/28, and (ii) the extended warranty would cover all costs for a new evaporator coil; I would not have to pay anything. In addition, because the extended warranty was still in effect, Del-Air also refunded the $234 for the service call. I OKed the repair and the work was done on 10/28. I signed the work invoice (doc_2.pdf), which showed no amount owed: no money was paid by me. In fact, on the work invoice is clearly printed: PAY BY THIS INVOICE - NO OTHER WILL BE SENT. On 12/10, I received the bill mentioned above (doc_1.pdf) indicating that I owed Del-Air $1200 for the replacement evaporator coil. I spoke with Loli at Del-Air on 12/15 regarding this invoice. She indicated that the extended warranty from the manufacturer had expired the end of September , but that there was an additional warranty that expired on 10/28 that didn't cover the parts. I would have to pay the $1200, despite being told by several employees, agents of the company, that the $1200 was covered by the extended warranty Earlier in September, I had been provided several quotes from Joe Sostre at Del-Air for a new A/C system. I decided not to go with a new system now (I only spend about $650/year for heating/cooling). Instead, I decided to wait until the existing system failed. If I had been aware that keeping the existing system running would cost $1200, I would have opted for a new system now. On 12/17, I got a call from Tom M (sp?), a field supervisor, about my situation. He said he would research it and call me back. Twenty minutes later, he called to say that I owed Del-Air nothing, that the invoice I received was informational only. I asked for something in writing, to which he agreed. An hour later, Sharon from Del-Air called to tell me that I did in fact owe $1200. Unbelievable! It seems that I can't rely on Del-Air to give me accurate and consistent information. I sent Tom M (COO of Del-Air) a letter with the above information, which was signed for on 12/19. I haven't received any reply to date, other than another copy of the bill.

Del-Air "misinformed" me about the extended warranty being transferred to the new owner. Failed to fix the system. Incompetent/dishonest technicians. When I bought my property back in 2015, I was told by the previous owner that there was a 10-year extended warranty on the Trane AC system and that I would need to contact Del-Air and get the warranty transferred. When I called the company about that (and requested maintenance service), the company representative told me that (a) I don't have to worry about it and the warranty will be honored with the new owner, (b) there is no transfer fee on the warranty. This was also confirmed by the technician who came to perform system maintenance. In mid-2020, when the performance of the AC system dropped, I called Del-Air for service. A few technical details: My Trane heat pump system was showing 7 red flashes which indicates superheat values out of range, potentially due to low refrigerant charge. A Del-Air technician performed a leak test and recharged the system. When performing the leak test with an electronic sensing device I could clearly hear a strong acoustic signal when the technician was holding the device near the evaporator coil. Being a mechanical engineer (with PhD) myself, I immediately asked the technician if this would be an indication of a leaking evaporator coil. The technician disagreed and pointed out that his testing device would need additional 10 minutes to warm-up in order to show correct results. He later repeated the test with the same acoustic signal as the result. He added refrigerant to the system, however the system was still showing 7 red flashes as an indication of low charge. When I immediately asked the technician about this, he replied that I should ignore the flashes and that they will go away after a few hours. Needless to say, the flashes never went away and the AC system was still underperforming. After the work was done, the technician's verdict was: (a) he was not able to find any leaks, (b) I should observe the system's behavior and call Del-Air if the problems persist, (c) there is no charge for the service visit because it is fully covered by the extended warranty. In September I called Del-Air for service again, only to find out that the company is not going to honor the extended warranty anymore! Apparently, the previous home owner was supposed to initiate the warranty transfer, not me - the new owner. I can understand this - my fault for not asking for a written confirmation of the warranty transfer. However I am very curious as to why I wasn't informed about this previously and why multiple Del-Air employees were dishonest to me about my service address being covered. Only when it was apparent that the system would need a serious and expensive repair, the company suddenly "remembered" that I was not covered. P.S. After being rejected by Del-Air, I called a third-party HVAC to diagnose my system. They found a leak in the evaporator coil and recharged my system again (no red flashes anymore, currently). While this is obviously a temporary fix, a new evaporator coil will certainly cost me $$$$ - an expense that is something I was assured by Del-Air I was covered for.

I scheduled a normal maintenance from late March ,:but my appt was for May 16. The tech came out and took about 3 hours just to flush the lines and check and evaluate . He told me that I need a overflow float because it's missing . I checked the inspection report when I got the home appraised a few months ago and it stated the switch was just disconnected . So I went over to where he was working and I said to how. Could it be missing when it's right there in front of you just disconnected . He stuttered and stated oh my bad it's here, it's just doesn't work . I said you tested it and it doesn't work . He said yes it don't work. . I said how much is it he stated 150.00 . I said if it's really broken go ahead. He then came to me and said oh your capacitor is also going bad you should replace it . I said I'll wait on that . He looks*** off . Then stood there for awhile like he was waiting for a tip . When he left I checked the price on the float switch , everyone had the same exact switch for 20.00 dollars . He gave me a report saying everything was fine with my ac ,just that he recommended the capacitor to be replaced . The day after which was Sunday , they thermostat was erratic and the house got hotter and hotter . So I called back del air and they sent another guy out that Monday morning . It took the second guy over 2 hours himself and he said the other tech that came out did t connect things right and the coils needed to be cleaned because it's freezing the ac unit . So I questioned it and looked back at my previous report for the prior tech . I told him what the tech wrote . He said and I quote , I don't know what exactly he did but I,mtelling you what I did . He then said it doesn't make sense to clean the coils because it will leak and you should replace it and it will cost you 1800.00 dollars . Obviously I questioned it , I said that's a ridiculous price you might as well replace the entire ac unit . I said I will have to call ,my extended warranty, he said yeh do thAt becAuse you need to replace the coil not clean it and my supervisor agrees with what's i said. After he left , later that evening the inspector for the warranty company came to evaluate the issue . He stated one you didn't not need a float switch , two your coil on the inside air handler is dirty and it can be cleaned , and three you definetly do not need a capacitor , it's obvious the techs where trying to make money off of you . What's ridiculous is the second tech kept arguin g with me and stated oh you had to have our ac seized a few times before we came . I said fro the time I bought the home in February I had no issue at all , I just wanted a regular scheduled maintenance. I am home everyday ,so I should know if if it's working or not. Then I ask del air how much to clean the coils they are telling me 600.00 dollars which is another outrageous price , and they can't help me because I should replace it not clean it . Now for the first tech I have no ac and it's extremely hot this season. As far as I am concerned they should refund my 150.00 and clean the coils on the inside air handler for damaging my ac unit . Here we are suffering,during the covid and a big business is trying to rip people off . I only went to them because of ratings . If my ac had issues from March when I scheduled the maintenance we would of had issues from then .