ComplaintsforDuggan's One Hour Heating & Air Conditioning

• Initial Complaint

  05/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The consumer bought a new AC unit from the business back in 2017. Every year since the unit has problems and has to be repaired. The consumer tries to reach out to the business and speak to a manager but they always refuse the call. The consumer has been waiting for over 2 weeks on this latest repair job, the business said they are waiting on a part.

  

  Business response

  07/26/2022

  Business Response /* (1000, 5, 2022/05/23) */ ON 5/*/22 OUR TECH FOUND SYSTEM NEEDED A PART COVERED BY THE PARTS & LABOR WARRANTY AGREEMENT THAT WAS SELECTED WITH THE PURCHASE OF THE SYSTEM. WE ORDERED THE PART FROM THE FACTORY. ON 5/**/22 THE PART ARRIVED AND THE TECH RETURNED WITH THE PART ON THE SAME DAY AND REPAIRED THE SYSTEM.(**. ***** SIGNED THE INVOICE SEE ATTACHED) I SEARCHED OUR PHONE LISTINGS FOR HIS PHONE NO., NO CALLS FROM **. ***** HAVE BEEN MADE TO US SINCE THE REPAIR WAS COMPLETED ON 5/**/22. FOR ANY OTHER REQUESTS, CALL THE OFFICE TO SET UP AN APPOINTMENT. OFFICE MANAGER TERRIE B***** Consumer Response /* (3000, 15, 2022/06/27) */ pdf - consumer rebuttal The air is still not working right. Business Response /* (4000, 17, 2022/06/28) */ I received a copy of the 6/17/22 complaint from **. ***** on 6/**/22. Since then an appointment with a senior technician to inspect **. ***** system was done on 6/**/22. His findings are attached and **. ***** has signed that he is satisfied with the work performed and also, shows **. ***** was not charged. The technician assured **. ***** that should he have any further problems, we will do our best to accommodate him as quickly as possible. See attached Invoice. Consumer Response /* (450, 17, 2022/07/08) */ Consumer stated that they came back out and checked it stating that everything was working properly. Said it is keeping the house comfortable downstairs not sure about upstairs because he doesn't go up there. Said we can closed the complaint. Case closed RESOLVED.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On ******** **, 2022, Duggan’s performed an inspection at our home at *** ******* *** in *********, ** because the air that was coming from our vents was lukewarm. According to the Invoice #******, the technician: “performed diagnostic found system almost completely devoid of refrigerant, performed electronic leak search and found evaporator coil leaking at copper to aluminum bond joint, called and got pricing for coil, quoting $1750”. Half of this payment ($*75) was paid the same day. The remaining $*75 was paid, plus an additional $90 for a “diagnostic fee,” thereafter, via phone. The repair for the evaporator coil was scheduled for **/**/22. On ***** **, a “senior technician” from Duggan’s came out to the home and spent several hours replacing the evaporator coil. He provided us with an invoice (#*****). The weather this time of year was cool, and we did not run the air conditioning much whatsoever until the weather warmed. The weekend of ***** *, we noticed, after turning the air conditioning on for one of the first times since the repair was conducted, that the vent temperature was warm. We contacted Duggan’s to notify and explain the problem. On ***** **, a different technician came to the home and explained that there was a leak in the unit. He attempted to negotiate the cost of repair with the main office, because we had just paid $1440 for a diagnosis and repair approximately 4 weeks ago. However, despite his negotiations, we were held responsible for the cost at a price of $626, which was supposedly the cost of the refrigerant, minus the labor cost. (The labor cost was waived because of our recent repair). It is our belief that the repair was not fully, properly diagnosed, or completely repaired, the first time, and we should not be responsible for the lost refrigerant. According to Duggan's One Hour Heating & Air Conditioning, the second issue was in a separate area. However, we paid Duggan’s initially to diagnose and repair the HVAC system, which they determined had leaking plumbing, and they did not fix the issue. After the first repair, they charged a still leaking system, and all the refrigerant evaporated into the atmosphere within a month. Then they held us responsible to pay them to fix what was not fixed properly the first time. We explained to Duggan’s that the second charge is unfair. They took the position that the reason for this second leak repair was unrelated to the first leak. They informed us that the initial repair included “pulling a vacuum” and allowing a 20-mintue wait time for numbers to confirm that the repair the technician had conducted successfully repaired the leak. Duggan’s claimed that the first technician “pulled the vacuum,” waited the appropriate time, and confirmed that the repair he completed resolved the issue entirely the first time. It is possible, however, that there is fault in that claim, given that the leak was ongoing, and the system was not working properly within one month. Regardless of these details, it would be best practice for the company to correct the leak the second time without additional compensation required, given the significant amount of money paid within the past month for the very same issue (a leak in the system). The second charge for lost refrigerant would be unnecessary if the leak was properly fixed in the first place and the refrigerant had not been unnecessarily lost. We were originally told that the initial leak was fixed, but within the span of less than one month, there was a second, unrelated leak. It is apparent that Duggan’s was dishonestly trying to avoid responsibility for not fixing the initial leak. They operated under the guise that they were providing us a favor by “waiving” the technician fee and “only” charging us $626 to cover the cost of the refrigerant the second time. That refrigerant would not have been lost if the first repair had been completed properly. It would be honest for Duggan’s to correct the leak without additional compensation, given the amount of money paid within the past month for the leak. On a final note, we would like to add that our complaint is with the office staff at Duggan’s company, not the technicians. The second technician who came to our home in particular was extremely professional, courteous, and thorough. He showed us pictures and videos of the issues in the HVAC system, as well as of the work he conducted to repair the problem. He advocated on our behalf with the main office regarding the charges.

  

  Business response

  06/30/2022

  Business Response /* (1000, 8, 2022/05/03) */ We left a message & offered ***. ******** the option of a free club maintenance for 2 systems, a $297 value, or a refund of $297. We have not heard back from her, but will refund the $297 by cc if not heard from her by ****** */*/22. Consumer Response /* (2000, 10, 2022/05/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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