Del-Air Heating, Air Conditioning, Plumbing And Electrical review: New hot water tank

I WOULD URGE ANYONE TO STAY AWAY FROM DEL AIR!
As the Customer Service Manager for a City Utility, I can't believe any company would treat their customers like this.

1/30/25: I called Del Air when my hot water heater suddenly stopped working. The agent I spoke to assured me that they would assess my tank and find out what the issue was at no charge. When I left work to meet the technicians at my home, they walked into the garage, looked at the hot water heater for less than a minute and walked back out and told me I needed a new unit. The salesman and technician assured me that due to the age there was nothing that could be done to repair the heater that I had, but they could get me a quote on a smaller and much more efficient heater in just a few minutes. The quote came back at $5,500 and they said it could be installed on the next business day between 8-10 am. My husband is an OTR driver and wouldn't be home for a few weeks, so I accepted the quote.

1/31/25 The next day, after 10 AM and not receiving my 30-minute widow call, I called the office to see what was going on. The call center told me I was on the schedule for service from 10-12 and requested that I be patient. At 2:00 I got a call from Del-Air dispatch telling me that they weren't able to get the water heater that I ordered, and they would have to reschedule me for Monday. I told them I couldn't go the weekend without hot water, I would just cancel my order and go to someone else. The lady asked me to give her 30 minutes to try to find another tank before I cancelled the order. I agreed and about 45 minutes later she called back and said they found a water heater for me and the technicians would be out to my house by 4:00.

At 5:05 pm I received a call from the field technicians letting me know they would have to come back on Monday to complete the job because they couldn't get the water meter at my house to turn off. I called and had the water department and requested an after-hours technician to turn off the meter for them because, again, I did not want to go with full weekend without hot water.

At around 7:00 PM the technicians had the new hot water heater installed but they were unable to get the system to work. They discovered that we had a load management panel installed by the electric company that was very old and was not working. SECO (my electric provider) had stopped using them years ago; however, they did not remove them until they went bad and mine was bad and would need to be removed. The Technician from Del Air called SECO and had someone dispatched to my house to remove the panel for me. Del Air said they were sure this would make my new hot water heater work, but since it would take a few hours for the other technician to arrive, they were just going to leave. I asked the technician for my old hot water tank back and he said they had taken it apart and weren't allowed to give me back the dismantled pieces. I asked how they were able to tell that my tank was bad if it had no power going to it and his only comment was "That is a good question." The technician then needed me to sign for the install and the price on the iPad was almost $1,000 more than I had been quoted. I told him I would only pay the $5,500 that I agreed to with the salesperson and that I wanted a call back from a supervisor because I didn't feel I even needed the new tank and wanted to dispute the sale. He understood and agreed with me, but he would need to have a supervisor call me tomorrow.

When the SECO rep got to my house at 9PM and removed the load management panel, he was able to turn the breaker on for the hot water tank and it did work.

2/1/25: Saturday, I received a call from the field supervisor regarding all of the mistakes / issues I had with the field techs. He let me know that I had an open balance, but he would have a supervisor call me to talk about all the issues and the balance on Monday.

2/3/25: No call from anyone at Del Air

2/4/25: I started calling Del Air to get my issues resolved. I have left over 35 messages for supervisors to call me, and no one is returning my calls. At one point I did speak with Mike, who said he was the Operations Manager. I told him I wanted my old hot water tank back because I doubt anything was even wrong with it. Mike said there was no way for that to happen and the heater was old and would have needed to replace soon anyway so he wasn't sure they could do anything as far as a refund. I told him my family shouldn't have had to purchase a $5,500 water heater that was unbudgeted because I trusted his company to come and do what they advertise, give me a free inspection and quote to fix an issue. Mike told me he would see what he could do and would call me back, I never got that call back. The number Mike called me from [protected] but does not accept incoming calls.

I have also talked with Logan, I did not get his title, but his number is [protected], he assured me he would speak with Mike and then call me back. That was weeks ago, and I am still waiting for a call back. I have left Logan voice mails every day for the last two weeks.

I can't believe that there is NO ONE in this company who is willing to speak with me about all these issues. I am beyond disappointed with this lack of customer service. I do plan on going to the Better Business Bureau next.