Complaints

• Initial Complaint

  11/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Good morning, I am filling a complaint against Direct Home Services out of *********** *** I hired this company to replace my old central air conditioner. The work was scheduled and completed on 9/12/2024. Part of my complaint is that the agreed upon proposal cost and work I was told would be completed had changed several times during this process. I was told by the salesman I was working with that I would receive: wiring to 4 new thermostats, that I did not need a communication board, that I would receive a rebate for the air condition unit I was purchasing along with one of the new thermostats, town permits would be pulled, and I would not be charged for heating strips because I had elected the option of not installing them. What I did receive is: No rebate information that I was promised, a new communication board that I was told I did not need, No wiring for 3 of the 4 thermostats that were installed, No town permits or inspections prior to or after work, and was charged for heating strips that I did not want that were installed anyway. The biggest part of my complaint is that, since no town permits were pulled or inspections were done, I was not told that my 100amp service in my home was to small to upgrade my A/C system. The electrical work by the person they used moved breakers around in my main breaker panel and caused a double feed situation which lead to an electrical fire in my home and me almost getting seriously hurt. I ended up having to take a day off from work to have an electrician come to my house in order to diagnose and fix this problem. The electrician told me that a load calculation form should have been completed prior to the work that was going to be preformed by Direct Home Services. I then went to my town hall to see if any permits were pulled for this work and none were on file. If I had known that I need to upgrade my electrical panel before having a new A/C system installed I would have done that first. So far little response from DHS.

  

  Business response

  11/01/2024

  We have been in-touch with ** ******. we are in the process of rectifying the customers concerns and clarifying the miscommunication that accured.  

  Customer response

  11/08/2024

  
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  03/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Did not clean up after themselves , vented out the front of the house instead of back of house, it looks terrible. Took 9 days to complete it was supposed to be 1 day. Problem getting the right thermostats, originally only received 1 when it was supposed to be two. They removed our hot water heater, now it only takes about 5 minutes before water turns ice cold, reported this problem,nothing was done to fix. When first installed temp. Would only get up to 60 degrees. Was promised a gift card, for problems encountered, haven't received anything. I always had to text them all our issues, no response back. Only texted about when they would receive their last payment. Job was started 12/20 wasn't finished until 12/29/24. The cold water is unacceptable when they removed our perfectly fine hot water tank. Don't have the money to have a different contractor to fix water problem, temp in house doesn't get above 72 deg.

  

  Business response

  03/01/2024

  I'M Sorry the customer feels that way. This job was very challenging, and we were able to install the job per code requirements. The job was inspected and passed inspection. The customer never called us for any return service calls as we will be happy to go through the system again.

  The gift card was mailed but the customer insists that she did not receive the gift card. We have mailed another gift card in good faith.

  Our service department will contact the customer to schedule another service call.

  The venting for the boiler was installed in the only location available. The low voltage wiring was damaged, and we were unable to run additional wire to that location. We gave the customer a wireless thermostat at no cost. 

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a recently new home owner in ******** **. On my day off of work I finally had some time and I went to town hall to verify my inspection was completed on installation of my ******* ductless mini split heating and cooling system end of March 2023 for my records. I found there was never any permits applied for or ever pulled the first place, which was under binding contract as their obligation to do so. -After many requests by my fiancee and myself over phone, in person on camera and audio, and over email and text- Bill, the owner, and John the operations manager not only called myself a "******* idiot" over the phone but then again in my own driveway when asking for their licenses before entering my home to inspect the already installed unit (without a permit) as well as insulting my fiance on camera while we were away from home, they now refuse to provide any invoice or work order with the required information including but not limited to- Names of the tradesman that performed work at my house etc.**The complete requirement can be found in ****** *** ******* *** ** ** -Also the unit that was installed was different from the unit originally in the signed contract and my fiancee nor myself were ever notified of any changes by means of writing, text, or phone call of this change. Now the company is stating they are willing to place an even larger unit than the incorrect one that was already installed and to small to cool the desired area. These are very deceiving practices as the contract has been broken in many aspects and they failed to acknowledge that. - They installed a different unit than the one on our contract and they knew about it! It is my belief they are trying to backtrack due to the revealing of deceptive practice, broken laws, and breach of contract as well. I wish to remedy the situation in a civil manner, although the owner and his operations manager are disrespectful and condescending and have shown they cannot conduct themselves civilly.

  

  Business response

  05/19/2023

  This complaint is inaccurate. This customer gave us a 5 star review after the installation was completed; Which I have. Shortly after praising my company on an excellent job the customer called stating the ductless head was not cooling the area. We sent back our installer to do an evaluation and testing of the system. Everything checked out okay. We then offered to upgrade to a larger unit or add another separate ductless head to increase conditioning of the space. 
  The ******* system that was installed was absolutely correct and matches the agreement. There are times that we will upgrade the system for the customer, if the heat load requires a larger system. That is stated on our agreement and in this case we may have upgraded from a 12,000 btu to a 15,000 btu at no additional cost. 
  
  We tried to help resolve the performance of the system through proper protocol but the customer would not cooperate, they began getting aggressive verbally, making legal threats and trying to get us to refund the entire system.

  They have been trying to bait us by recording us on the phone and videoing us on the property to try to get us to say something incriminating. 
  

  I believe the customer is trying to get the system for free and this is why they are staging this incorrect information. 
  They have been calling my employees and digging for information about my company to try and defame my reputation and make legal threats to try and get the system refunded  

  We are willing to upgrade the system to a larger head and take care of anything else they feel is not to their liking. We stated this many times. Also, the permit was process by our permit company. Many of the towns are behind schedule which makes it appear that there is not a permit. We always pull permits, that’s why we hired a permit company to take care of all permit processing. We have all license certifications and insurance and supplied the customer with all of the information. 
  

  We have requested the town to complete the inspection of the system. Once the system has been approved by the town. We will offer to upgrade the system at no cost. 
  However, it appears the the customer has other intentions as the change from a 5 star review to this was with out merit. 
  

  We always treat our customers with respect as you can see from all of the great reviews from our amazing customers. This customer aggressively attacked us verbally, him and his girl friend, and made some outrageous accusations.

  I scheduled an appointment at his home to look at the attic and to discuss their concerns.  When I arrived he had no intentions letting me in the home. He continued to make accusations andvery condescending and aggressive. It was obvious that he was trying to get us angry, so, he could record us in his driveway with his ring camera. He has twisted the facts and expressed it incorrectly in this complaint  

  There are people out there trying to take advantage of companies like this,  it’s very disheartening and upsetting as we take a lot of pride in helping people with their HVAC needs. We love our work and our customers and we treat our customers like extended family.
  

  My company is willing to resolve the customers complaints and any work in the house they feel is not to their liking.  If the customer would like an upgrade and if the town identifies anything not done to code, we will correct it. 

  However, we will need a 3rd party present during the work as this customer may try and fabricate that we have done or said something derogatory to try and exploit us  

  I will be waiting for the town inspection results. 
  

   

*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. ↩