ComplaintsforDenillo Heating & Cooling, Inc.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  7/09/2024/ $89.00 I called Denillo Heating and Cooling after my AC unit stopped working recently. They informed me that there would be an $89 diagnostics charge for the technician to come out and look into the problem. I agreed to that charge, no problem. After the technician found that the problem was a locked up motor, he made some calls to see if he could locate the parts only to learn that the production of said motor was discontinued in 2022. He told me that if I could give him a couple of days, her would try to track down what was needed to repair the issue. Being an extremely resourceful person myself, I went surfing the internet to see what I could find. I went straight to the manufacturer's website, (Whalen), where I found a drop down menu that read Locate Parts. I found a business' website called Killigrew that connected me to a parts rep. All I had to do was input the serial number, model number, job number and location of the building to find that the motor could be assembled within ten days and shipped to me. I informed the technician that I found what was needed but understand that it's frowned upon to order your own parts and expect a contractor to complete the job so I agreed to have them order the motor. At this time, I was already aware of the cost of the assembly of the motor which would have reflected in an upcharge from the contractor. The technician said that he would have to check with the owner as to whether or not to proceed with the job. Later today, I received a call from Denillo, don't remember the man's name, who informed me that they weren't comfortable with working on the unit because it's in a condo complex and that I should contact whomever does the work for the entire building. They knew beforehand that the unit was located in a condo complex and should not have agreed to look at the unit if that was the case. I was charged $89 for diagnostics, they took my money instead of telling me upfront. I want my $89 back.

  Customer response

  07/12/2024

  *** ******** *******************>
  Attachments
  10:09 AM (6 hours ago)
  to me
  
  Hi,
  As you can see on the attached invoice, the follow up was to locate a new motor. Nowhere does it say that they preferred not to proceed with this job due to it being located in a condo complex. This was just an excuse because they couldn’t up charge the price of the motor without me knowing.
  
  Thank you,
  *** ********

  Customer response

  07/15/2024

  As you can see, he was also looking for the motor. If they had no intentions of completing the job, why was he looking for the part? Then he had to check with his boss after I told him that I found it.  I hope this is helpful.
  Thank you,
  ***
  

  
  

  Business response

  07/15/2024

  Unfortunately we do not work on this type of equipment. We recommended that the customer contact the mechanical contractor that maintains the equipment for the building. We would be more than happy to refund the customer the diagnostic fee since we were not able to help her. 

  Customer response

  07/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  ****** ********

*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. ↩