ComplaintsforDear Services

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/19/24 we had a clogged drain in our kitchen sink. We tried to clear without success. On 3/20 we disassembled the pipes under the sink and used a snake to clear. We couldn't tell if we'd been successful, and some of the fittings were "stripped". We decided it would make sense to engage a professional.We had used this company before and been satisfied with their work and the price. I called on Thursday, 3/21 and was pleased to hear they could send someone the same day. I had not asked for emergency service. I also was happy to see on their website a promotion for $49 Drain Clearing Diagnostic + **************** (exp 3/31). We understood this was not an offer for repair, just to get a service person to come, assess the situation and make recommendation(s).The technician arrived late morning. He outright refused to look at the sink until he'd reviewed their brochure and done a tour of our entire home, documenting things that "needed to be fixed", despite my telling him I was ill and just wanted my sink addressed. This took about ***** minutes. He came up with three estimates, all around $5,000+. We chose to go with a new disposal and work under the sink (no clog clearing). I just agreed b/c I was tired. He turned off the water, and left at noon. We waited for 3 hours without water. I finally called the office to see if he was ok. He returned shortly thereafter.He did the work in about 2.5 hours. He insisted I review him on ****** while he was there (took my phone and set it up); clearly wasn't going to leave until I did. I complied so we could have our home back. I had to contact the office for a receipt, which isn't itemized.I feel this situation was predatory/price gouging and that the "hard sell" and delay tactics were intentional in order to push two elderly / ill individuals to pay $5,000+ for a job that should have been at least half of that cost. Our "snaking" the drain turns out to have cleared the clog, so all he did was the pipe work.

  

  Business response

  03/29/2024

  We are sorry to hear the the customer is not satisfied with the service that they received. At DEAR Services, we strive to give customers fast, quality service for their plumbing needs. Our core purpose is to improve the safety and comfort of all of our customers, and this requires that we do a thorough check of all systems in the home in order to get a complete understanding of the issues and better offer solutions. We also give multiple options and up front pricing prior to doing any work, and will not begin working without signed authorization from the customer. We expect the safety check and assessment of the home to take approximately one hour. As the customer can see, the repairs can also take a few hours depending on the availability of parts, time of day and nature of the repair. The job included pipe work, and also included new drainage system for kitchen sink, a new garbage disposal installed, and a replacement dishwasher angle stop. We are glad to see that the customer received restored water service within a few hours that afternoon. We can also see that the customer received an emailed invoice on March 22, however, we would be happy to resend this information if the customer would like. 

  Customer response

  04/01/2024

   
  Complaint: 21476332
  
  I am rejecting this response because it does not address the complaint in any way, shape or form. I was an existing customer. I, the customer, called with a specific problem (triggered by a clog). I wasn't advised of the "clog special" (submitted with original Complaint) by any employee of this company. I learned of it after the call. When the tech arrived, he was greeted by two elderly people in face masks, explaining before he entered the home that one was an immuno-compromised cancer patient (no mask for tech). 
  
  The customer request was to evaluate the situation under the sink, repair / replace what was needed and determine whether a clog still existed. That was the reason for the call. The technician refused to even look at the sink upon arrival, despite being told multiple times that the customer didn't feel up to sitting through sales pitches etc. The customer told the tech we did not want him to do an inspection, inside and out, and he refused to honor that either. It took upwards of one hour, if not longer, to go through that process, despite multiple requests to address our original service call.  The customer explained that she did not feel up to the prolonged, and needless, process, to no avail. 

  When the technician finally inspected the sink, there was at least one (or more) phone calls to someone at the company, the nature of which I am not aware. Just further delay impacting the customer. 

  Turning off the water for three hours, leaving with no explanation or ETA of return, further enhanced the feeling of being held hostage - particularly after our credit card had been run in full for service not yet received. Not to mention the discomfort of having no running water. The impacted area was in the kitchen sink; there had been no problems with other areas of the house, and leaving two older (and one sick) customers without water for three hours was not a happy situation, or good customer service.

  The actual work done by the technician was, as stated previously, not more than 2.5 hours' - and that's generous. The rest of the time was either the forced sales pitch, unwanted inspection, and three hours' disappearance.

  And, to add to the distasteful high-pressure tactics was the technician insisting he'd set up my phone to leave a ****** review while he was still there. 

  Regarding the statement, I had to contact the office to request it. It was provided via email but was not itemized. When I requested an itemized statement I was referred to a web site which I cannot access, despite trying multiple browsers. I advised the company of this and received no response.  
  
  Sincerely,
  
  *************************************

  

  Business response

  04/10/2024

  We will again address the matters of the complaint. 
  

  In order for us to give accurate and informed solutions, our policy is to survey the entire home, as the plumbing system is interconnected. Although the customer only wanted the bare minimum, we complete the full inspection to ensure nothing is missed. There is no refund due for giving the full level of service expected of our technicians. 
  

  The customer does not like the amount of time that it takes to complete the plumbing project. We are sorry to hear this, however, these specialized repairs take time, and the parts must be acquired to complete the project. Some of the time spent waiting was out of our control, and the installation was done within a few hours during the same day. No refund is due for completing a project in a reasonable amount of time.
  

  The customer does not appreciate the urgency that we demonstrated for their situation. Our priority is to resolve the customer concerns as thoroughly and quickly as possible, especially if it is affecting their essential needs, like water. We are sorry that this was interpreted as high pressure. No refund is due for taking  our customer's safety seriously. 
  

  We stand by our performance. We do not believe any refund is due. The invoice sent to the customer is the only version that we offer.
  

  Customer response

  04/11/2024

   
  Complaint: 21476332
  
  I am rejecting this response because it's still non-responsive. And it's quite clear that this business has NO notion of what it means to serve the customer. 

  This is no different than if, for example, I took my car to an automotive repair shop because of a flat tire, only to have the mechanic refusing to even look at the obvious problem, instead "inspecting" every other aspect of my vehicle - and then charging me for the time and materials of all of that "work" (before replacing the tire).

  I called for a specific service and was forced to sit through a high-pressure sales pitch, held hostage in my own home without running water for hours, and then charged for all that time spent NOT fixing the problem for which the company was called (and agreed to respond).

  
  Sincerely,
  
  *************************************

• Initial Complaint

  01/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ok here the truth,it all start day came to our house in 2021.We got con and we take 100% blame for saying yes and paying to much.Many calls that didnt work.After over year they replace it.They said at the time must pay them $ 169 to $ 199 for check up or no warranty.We call them last month 12/23 and they came out,one man and spray bottle and rag.He clean it wiped down.Many trip to truck bring tools on and putting them back,ask **** sign he was here about 3 hours and he left house and went down block away from house and did 45 minutes paperwork,I was cross the *********** a neighbor took picture in truck doing paperwork.Kept calling asking for bill with no call or mail.We look on line at our credit card they charge over $2100 dollars.We call no one call us back left lots messages.Call the back told them it Fraud.We are old seniors and also Veterans.Read lots bad reviews from ************ and How they out of Jail and how they sleep at night?No other word for this Fraud on seniors and Veterans.

  

  Business response

  01/10/2024

  We are sorry to hear that this customer is not satisfied with their ******************** received. 

  To give clarity on the check up and warranty claim, the customer purchased our *************** at this visit on 10/19/23. The *************** includes checkups to ensure the warranty remains active, among other benefits. Also at this visit, we provided all parts materials and labor to remove board and pull the blower motor, and an acid treatment on the exterior condenser coils. This work was understood by the customer, and the invoice and payment processing was signed prior to the work being done, and again after completion. The technicians will take as much time and make as many trips as needed in order to finish the job completely, and it is standard practice both at DEAR and any other company for forms and paperwork to be filled out for every visit. This should not be a source of agitation for the customer. 

  We did send a copy of the invoice to the customer on10/24/2023 at 10:33 AM PDT, and it shows as "opened" by the customer. If the customer would like to request another copy of the invoice, we would be happy to send via another route.

  We do not alter our standard practices, nor our prices, for any customer, and we take issue with any claims of fraud or mistreatment, especially when the customer had full disclosure of the tasks to be performed and the cost prior to the work being done. 

  Customer response

  01/17/2024

  Hi it no close never heard back from ************,they know it Fraud,No contract at all.They said on phone $169 to $199 for check up,the unit was 1 year old.They charge over $ ***** dollars .I will file lawsuits for all h*** we be Thur for over 3 years.Thanks for trying.
  ***********************

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called them because our a/c went out in the middle of the summer. They charged me $2279 for an evacuate and recharge of our refrigerant. Come to find out later when we were tired of DEARs shenanigans and hired another company, they shorted us. While I dont have the original invoice from DEAR, I provided the invoice from the other company noting no leaks. The other company came out in the winter because we didnt have heat.

  

  Business response

  12/21/2023

  We are sorry to hear that ****************** has lodged a complaint against us, especially after all of the efforts that we have made to satisfy him. 
  We have been in communication with this customer many times, including letters with explanations, phone calls, resending invoices, and even refunding portions of the project that the customer disagreed with. Despite all this, and despite the customer agreeing that they will bring no further negative actions against DEAR Services or any of its employees, including but not limited to legal action and/or negative reviews, the customer has shown his deceptive character by doing all of those things. We have even recently appeared for small claims mediation that ****************** brought against us, which was dismissed, confirming no fault on our part.
  For the sake of this public record, we will re-state the same details we have already explained to the customer so that it is very clear to everyone. 
  The services that were provided on 7/12/22 totalled $2,279.21, and included the tasks 1) Evacuate and Recharge System and 2) *************** 1 Year. The invoice is attached so that the customer has a record.
  Regarding Item 2 - The cost for the *************** is non-refundable, as the services have already been used via waived dispatch fee and 15% discounts to all services. 
  Regarding Item 1 - One purpose of the pressure testing and evacuation is to be able to identify leaks in the system. These activities must be completed in order to identify further issues and give proper recommendations. Once this was done on 7/14/22, leaks were indeed found in the system, and multiple options (5) were given. If the customer recalls, at the meeting when the options were given, he was alerted of additional potential issues with his system, including signs of residue on the outdoor fins, which could indicate additional leaks. Of the 5 options presented, the one selected was for the Heat Pump Coil Change Out and UV Light, and no further replacement. When selecting and purchasing this option, we even gave an additional discount of $800 to help offset the cost previously agreed for the pressure testing in order to find the leak. 
  The coil was replaced, and the system was in good working order.
  Our work in question did not contain any defects. Each homeowner has the authority to shop for second opinions, and is in no way obligated to move forward with our services. The customer's decision to hire another company to do work was done outside of our knowledge or ability to make it right.
  We have already given returns and discounts totaling $2,461.50 in an attempt to satisfy this customer, which is greater than the amount in dispute for this complaint ($2279). We have been more than accommodating, and stand by the work which was done.
  We have no further matters to discuss with this customer, and no additional offers will be made.
  

• Initial Complaint

  10/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My HVAC system was purchased back in 09/21/2021. It was working, but come to find out 2 years later, the installation wasn't done properly, which ended up causing multiple failures less than a year of ownership. This was odd as the equipment was all new (Heat Pump, Furnace, and a brand new install for both) by DEAR Services.The amount paid in total, with all the hardware/appliances, install, and repairs was $19,557.24. Unfortunately, there isn't a break down for just the hardware, as it comes in a bundle on the invoice. The repairs done were not broken down by price for each service, just quantity of the service, but are at least on their own.The business committed to installing the hardware/appliance (lifetime warranty on the equipment), and 1 year of labor under a warranty plan (part of the bundle ********************** nature of this dispute is that the installation was done all incorrectly, according to another HVAC company that I had to hire to fix all the issues that were caused by DEAR Services during the install. The in-experienced installation of the equipment caused multiple failures that forced me to pay for multiple repairs, as well as have repairs under the service contract.The business has never tried solving the problem. I called multiple times asking for them to come back and fix their issues that they caused, and they could never call me back with someone that even remembered my calls. It was back and forth calling for over a month and a half with my tenants not having cooling (during the summer earlier on in the year) and without heat (during the winter later in the year). At first I just wanted them to come back to fix the issue, but because they were not reciprocating communication, I had to pay another HVAC company (*************************) to resolve the issue, which was corrected in a few hours of work.

  

  Business response

  10/27/2023

  Regarding the invoice breakdown - Our pricing is flat rate, so there is no breakdown in the invoice for individual parts or equipment for the project. 

  We have spoken with the customer regarding their concerns. Since the mechanical issues have been resolved through a third party, we are no longer able to address those. We have offered solutions for moving forward, but the customer did not agree to our offers. 

  We believe that this can be closed, as we have spoken with the customer and understand that no further service will be offered by DEAR. 

  Customer response

  10/30/2023

   
  Complaint: 20738923
  
  I am rejecting this response because:

  The business was unable to resolve the issue, long term and not a temporary fix, with several paid visits and wasn't able to come up with an actual solution. I kept paying for diagnostics rather than an actual resolution, impacting my tenant and my time having to take time off work, not having heat/cooling for extended periods of time, and continuing to pay for work that didn't eliminate the impacts.

  The only thing that the business could offer was 2 years of free service, which I had to respectfully decline because every visit didn't resolve the issue and/or made the issue worse. This was due to my ignorance trusting that they knew exactly what they were doing and were getting closer to a resolution with all the money spent.

  I asked for a refund at minimum, which I felt was fair, since all their visits brought me no value, but instead impacting me financially as well as my tenant. The manager stated that the best they could do was offer 2 years of service at no charge, for service that I do not trust with them touching any equipment in my homes.

  
  Sincerely,
  
  *********************

  

  Business response

  11/15/2023

  DEAR did attempt to solve the problem, and our visit in May of this year addressed the issue that was the cause for the call at that time. Work was done, as reflected in the invoice. As we have explained to the customer, the wiring and thermostat were not included in the warranty, nor are any customer-provided materials or existing conditions in the home. 

  It is common for competitors to downplay work done by other companies, and the customer does have the right to seek a second opinion and enlist other services. We stand by our belief that a refund is not due for services completed. 
  

  Customer response

  11/17/2023

   
  Complaint: 20738923
  
  I am rejecting this response because:

  I understand that there were several attempts, but results were what was needed for my tenants that did not have cooling and heat when temperatures were unbearable. I had to purchase a heater and drop it off for my tenants while this was being "worked on."

   

  I didn't even factor in the loss wages were not even included in this dispute by my tenant and myself. 

   

  Several visits by DEAR Services did not resolve the issue and the other competitor that you claim is "downplaying work done" is the one that resolved it and had to fix the issues that were caused by DEAR Services, so I do believe a refund is a valid request.

  
  Sincerely,
  
  *********************

  

  Business response

  12/06/2023

  Regarding the time off of work - DEAR is not liable for incidental or consequential damages incurred by the customer for delays, loss of income or profit, or any other costs due to loss of use, inconvenience or annoyance. We did, however, deliver the services referenced in the invoice paid by the customer. The wiring was replaced, as agreed. Additional options were also given, which the customer refused. 

  Considering that the services were rendered as agreed, DEAR believes that no refund is due. The customer has the right to seek additional opinions, estimates and work outside of DEAR Services. Although additional work *** have been offered by competitors to supplement the system's operation, this does not negate the validity or necessity of the work that was done by DEAR. The wiring was replaced, and the invoice was paid. No refund is due. We ask that this matter be closed. 

  Customer response

  12/07/2023

   
  Complaint: 20738923
  
  I am rejecting this response because:
  

  Wiring was replaced but done incorrectly, which is why the furnace and AC were both still not working after the visit. Add on many hours of paid diagnostics that didn't actually fix the issue until another company was involved, so DEAR Services did not complete the task that I paid for.

  
  Sincerely,
  
  *********************

• Initial Complaint

  09/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/12/2023 we purchased an HVAC system from Dear Services. The system was installed in our home on 8/16/2023. Aprox. 2 weeks later the system started leaking water. We have had this company come out to look at it 9 different times. And each and every time the system has not been fixed. Every time a technician came out we were given a new reason as to why it leaked and they attempted to fix it but every time it was not fixed. After the 3rd time that they came to fix the issue we requested that the unit be replaced/exchanged out but the company refused to do that. After a few other visits they inform us that there is nothing wrong with the system that it is the ducts under our house. Witch is not true there is nothing wrong with the ducts we have a defective system and just want it replaced or taken out of our home, That is the last of the options that we requested of this company and can not get any reply from them.

  

  Business response

  09/21/2023

  We are attempting to work with this customer, and have reached out to try to schedule a manager to discuss the issues. We have not heard back yet, but will continue to attempt a resolution. 

  Customer response

  09/26/2023

   
  Complaint: 20583387
  
  I am rejecting this response because:
  The issue with the **** unit was not resolved. Dear services came out once again and still refused to replace the unit and told us that once again it was our ducts and wanted us to pay alot more money. The other solution that they gave us was to open up the front of the existing unit to give it air flow as they quoted us. And of coarse that was going to cost us another $7,000.00. All we want is to have this defective unit replaced.
  Sincerely,
  
  *******************************

  

  Business response

  09/27/2023

  We were able to have a meeting with the customer in their home on 9/26/23 to discuss their needs, the system and what can be done. According to our assessment and observations, which were re-done and shared with the customer for their benefit, the static pressure clearly measured too high, causing the system to operate outside of the manufacturer standards. 

  We explained to the customer that, in order to resolve their issues, their airflow needs to be addressed. We offered additional options to address this, which the customer rejected. We also advised the customer on ways to better care for their equipment, like changing the air filter and not running the furnace while using a fireplace. Based on what was discussed at the last visit, the customer has been advised on the path forward to improve their system and home efficiency. The issue is not with the equipment, and therefore, no refund or exchange is due. 

  Customer response

  10/04/2023

   
  Complaint: 20583387
  
  I am rejecting this response because: Every time Dear Services come out they give us a new reason what is wrong with out system. We were told after some discussion that they would give us their one star service and for an additional $7,000. they would put a fan on the front existing system. And of coarse that did not go over well. We have tried to tell this company repedily that the system is not right. And with the last 3 visits we believe and have stated that the system they installed is not right. The system has been nothing but problems and like I mentioned everytime that this company comes out there is a different answer and they want to charge us more money to fix the issue.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  date: 03/31/2021 amount $ ********* Installation of complete heating and cooling system.correct all the mistake they employee they did on installation I have tried to call THE ***** OF THE BUSINESS FOR THE LAST 3 YRS WITHOUT REPLY.ACCOUT # ******** job #******** THE COMPANY EMPLOYEE HAVE BEEN HERE ALL 3YRS EVERY MONTH LIKE 20 TO 30 TIMES.

  

  Business response

  09/12/2023

  This customer has several properties, and has already logged complaints through BBB using other names and addresses. 

  Even so, we would like to add to this complaint that, as of our last visits to the customer, there are some issues that require ductwork adjustments to resolve. The customer is not interested in these solutions, and does not want to do any further work.

  We have served the customer and responded to each of their concerns, given options, and checked over the system. According to our readings and multiple visits, the ductwork issues need to be addressed in order for the equipment to function properly and efficiently. 

  Customer response

  09/22/2023

  Hello ******* or any other case manager assigned to this case, *************** as we discussed last week, I am rejecting dear services respond . They lied that I  have reported to BBB several times. I do not own multiple business' and have not reported any other business' in my life time, I did write a review about them once and have not complained about any other merchant apart from dear services , The solution they are offering is costing ******* dollars (see attached), to add ducts which they installed themselves initially, so I believe  feel that they have not resolved or attempted to solve the problem. ***** called and left a message and when I called he did not call back. I am rejecting their respond, It costed me $7000 to install a new  electric Panel which their staff (*****) recommended when he first installed the system and promised that the problem will be solved but almost 3 years down the line no problem have been resolved.  Please  forward my case to the case manager. Dear services dear to remove their system from my house. 
  
  

  

  Business response

  10/19/2023

  We apologize for the delay in our response. We have had key staff out of the office for several weeks, and have returned now. 

  This is the third complaint that this customer has filed against the company. The three complaints lodged through BBB against DEAR from this customer or their associates are: Complaint #********, #********, and #********. All of these complaints are linked to customers in our system who share similar information, including billing address, email, and additional landlord or customer names or contacts. The names associated in our system are *********************, *******************, ***********************, *************************, and ***************************. This customer is misusing the ******************** platform to take a multi-strike approach using a confusing network of names and addresses for homes under their ownership or in their rental business. 

  We do not believe that the system should be removed, nor any refund given. We stand by our recommendations and solutions previously presented to the customer.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Full Most Popular System Lifetime Warranty 16 Seer Heat Pump and 80% Furnace (HVAC) from Dear Services. Total: $20,245 Installed May 6, 2022 This system has not performed correctly since purchase. Dear Services has been called over 12 times since purchase. They show up whenever they seem fit. Ive taken time out of work only to have them cancel or not show up. They have been out to service or trouble shoot the heat pump on several occasions. On these occasions they have told me that it has been wired incorrectly. In June *****, they were called out again because the heat pump was not working. I was given numerous reasons, one of which being, was the air duct system was too small for the High Efficient furnace and Heat Pump. During my purchase of said system it was never mentioned to me about the duct system. I have done everything that Dear Services has asked me to do. For $15,000 I purchased from Dear Services 3 new ducts to be put in. I was told that they would be installed by the end of June. I left the state in July and returned in August. I called Dear services again to inquire about them putting in the duct system. They set up an appointment for August 16, in the meantime the heat pump quit working on August 14, 23. The appointment for August 16 was canceledI called them only to find out it was canceled. This type of service or lack of service has been going on since May, 2022. I believe the system is flawed and the heat pump needs to be replaced or get a highly qualified electrician to see if they indeed are wiring it wrong. I have repeatedly requested to have a Manager or the Owner to contact me.Sincerely not a happy camper in 95 degree weather, ***************************

  

  Business response

  08/18/2023

  We are sorry to hear about the frustrations with the equipment and the wait times that the customer experienced. We do our best to keep appointments at their set time, however, we do need to move them occasionally, and we appreciate patience as we serve our customers in the Puget Sound with the most urgent needs. We were able to see this customer yesterday to begin repairing the system and airflow in their home. We have additional appointments scheduled to complete these repairs. We expect this to be completely resolved soon.

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I payed for a service the company is unable to provide so I would like a refund at the very least. My equipment wasn't installed properly and I need to have another contractor help me with this since dear is too incompetent.

  

  Business response

  05/31/2023

  We are working with this customer, and currently have an appointment scheduled for next week. We have visited and repaired any issues that have arisen since the install, which our records showed to be mechanical issues with the unit components (not workmanship). We would like to continue serving this customer, and will do our best to ensure the system is thoroughly examined and issues are resolved at our next appointment. 

  Customer response

  06/09/2023

  I have been seeking a refund for my service policy as well as payment for damaging my ceiling. They've missed 2 more appointments and when they finally showed up the technician left without finishing or even informing my wife of the status. They called me later to say they couldn't get parts and don't know when they will. Due to improper installation my upstairs unit fails every time we try to use it. I just want to fix it myself at this point but I need my money back in order to buy refrigerant and tools to complete the job. I'm tired of this company and their empty promises. I've sent them an invoice and hope to have this resolved soon.

  Desired resolution: Refund

  

  Business response

  06/13/2023

  We are actively working and communicating with this customer. The necessary parts to fix the system have been ordered and will be arriving next week, and an appointment has already been set. We intend to finish the repairs and close out all issues at that time. 

  Customer response

  06/20/2023

  I am rejecting this response because: they continue to not show up for the "scheduled" appointments further demonstrating their inability to perform the needed repairs. It's been 2 months now with 3 missed appointments as well as the tech just disappearing the one time they showed up. They called later to say it was because of parts but were unable to say what part so I can only assume that to be a lie. My wife is losing money and business due to this just not getting repaired. I need this fixed now and it's obvious that dear isn't capable of fulfilling their obligations. I want my money back so I can get this repaired now. 
  
  Sincerely,
  
  *****************

  

  Business response

  07/12/2023

  We have resolved the issues stated in the complaint. All has been completed, and the equipment is functioning as expected as of our last visit on 06/27/23. We believe this complaint can be closed. 

  Customer response

  07/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, the unit appears to be repaired finally. Just need to bill them for the damages done during the installation. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They installed a heat pump, furnace, and A/C near the end of January. The furnace worked fine, but the heat pump and A/C didn't work when we tried to use it in late April. We called them and they failed to come out. The next Friday one man came, said he couldn't figure it out, took the thermostat apart. It recently got colder and we needed heat. The furnace doesn't work because they uninstalled the thermostat. Now we have no working unit. They were paid $10,000 upfront and the finance company took out two payments. We've never gotten any paperwork for the labor or the equipment. Please help us. We've been trying to get them to fix this for three weeks now. They were called this morning and they have failed to show up again today. Some man from their company brought two tiny, used space heaters to the house today. We aren't going to use them. We have a down syndrome adult in the home and this is not acceptable. Again, please help us.

  Customer response

  05/31/2023

  This is to inform you that Dear Services failed to show up today as promised.

  They were supposed to be here at 9AM

  My wife called and was told that we have no appointment today. They would call us back once they find out why. My wife called them back at 11AM and was told maybe our tech has been delayed. The same runaround.

  We have no working furnace or A/C. 

  They brought us two tiny, dirty, used space heaters last week. We didn't use them because we are not sure they are safe.

  We have been in this situation for roughly a month.

  This is unacceptable.

  We are going to contact a lawyer if this isn't resolved soon.

  Thank you.

   

  *************************

  20092088

  Customer response

  06/01/2023

  We waited all day and nobody showed up again. My wife called them every hour over the course of the day. She was given the runaround again and again.

  We are totally fed up with this company.

  They need to send someone out to uninstall their equipment and give us back our $10,000 down payment and the two payments taken out of our checking account. Then we can take our business *********.

   

  Thank you.

   

  ************************;

  Customer response

  06/06/2023

  BBB,

   

  My wife spoke with the owner of Dear Services today. 

  He told her that if they remove the ** unit that has never worked, they will charge us a 50% restocking fee. That is $7000. This is totally unacceptable.

   

  The owner also told my wife that he is going to tell the BBB that we cancelled appointments and turned away technicians at the door. This never happened and is a lie. We no longer wish to do business with a dishonest company. They scheduled five appointments over the course of May and only showed up once. That man disabled our thermostat and we've been without a working furnace since .

   

  None of the equipment works. We need it all removed and all of our money refunded.

   

  We are clearly going to need a lawyer to resolve this. 

   

  ************************;

  

  Business response

  06/12/2023

  We have been attempting to connect with the customer to have a conversation before responding to the complaint. In the last conversation that we had with the customer, we offered to repair the equipment at the customer's home for free. The customer's equipment has a mechanical warranty issue that needs to be addressed with the manufacturer, and was not caused by the workmanship. We are unable to assist with any repairs or solutions unless we are allowed at the home. The customer is not interested in fixing the equipment or working with us, and only wants the equipment removed. Our contract states that 50% of the total cost of the project is non-refundable once the work has begun and the contract is executed. The customer signed the agreement stating this.
  
  We are willing to offer 2 options - 1) we will continue serving the customer and assist with the warranty repairs, or 2) refund the 50% of total project cost once we are allowed to remove the equipment. 
  

  
  

  Customer response

  06/14/2023

   
  Complaint: 20092088
  
  I am rejecting this response because: You had five scheduled appointments in May and failed to show for four of them. The one time one of your employees showed up, he disabled the furnace and we've been without any heat/AC for weeks now. Our furnace has been out of service so long that Honeywell sent me an email yesterday that they could not produce a monthly report. You have also failed to provide us with any paperwork, so we are not sure what we agreed to, but you got your money. 

  You have done nothing to remedy our problem except tell lies. The BBB method isn't working for us if you are going to lie to both us and the BBB. 

  
  
  Sincerely,
  
  *************************

  Customer response

  06/15/2023

  We contacted the ************* departments. It appears there was only an electrical permit for the ** unit. There was no building permit on file. An electrical inspection will be conducted by the city on Friday to make sure my family is not in danger because of the shoddy install.

  An incident report has also been filed with the ****** ***************** for theft. The report number is **********. Dear Services has been negligent and dishonest with everyone including the BBB. 

   

  ************************;

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Issues and Resolution:After a no heat call dear services charged us 2k dollars to not fix the heat. They came back and wanted to charge more, or replace the furnace. Two other companies came to provide quotes and both cited damage was done to the furnace during DEARs ** install. While the original furnace predates the work done by DEAR, they should not have sold us an ** on a furnace that could not accommodate it to get the sale of the *** The retrofits they then proceeded to install to accommodate the ** were clearly done in a way that was not standard to push through with the installation of a purchased ** that the salesperson did not adequately price or size. Regarding the **** dollars for the 3 parts that did not fix the heat, I understand that they have flat rate pricing, DEAR commonly responds to price complaints on BBB mentioning this as the reason for the non-transparent pricing, but the 2k for the 3 parts that were replaced was a complete waste of money to try to limp along a system that they damaged beyond repair when their goal was to sell us a new furnace, that was needed due to their faulty installation of the *** Given the significant issues found by the other technicians, this should have been explained to us. However, given the poorly done install was done by DEAR I assume that was never going to happen.We should at minimum not be responsible for the 2k dollars of erroneous repairs because now we need to spend close to 8k dollars to replace a furnace and associated duct and ** coils that are incorrectly installed only 9 months ago, within their one-year warranty. I do not want DEAR to install anything else in my home given this experience, however I would like to discuss what they believe the remedy to this situation should be as the replacement of the ** components should also be their financial liability.This companys operations have felt predatory and intentional.

  

  Business response

  05/01/2023

  We are sorry to hear that the customer is not satisfied with the work that was done at her home. Regarding the $2k to fix the heat - it is not uncommon for older units to have multiple compounding issues that lead to failure. We identified the immediate issues in the existing unit, and fixed them, making the unit operational. It is possible that additional repairs were needed days or weeks after these were completed, but does not mean that the first repairs were unnecessary. 

  Regarding the ** work, this was completed and signed off by the inspector at the time of the installation, which means that the install was done properly and in accordance with the local codes and requirements. Fit and size will vary by year and model, and the finished system does not need to look pretty in order to function. Competitors will often claim that other companies' work is poorly done, and does not mean that it is. 

  We do our best to offer options based on the customer's needs and comfort. We have attempted to visit and resolve the customer's concerns along the way, but have been notified that our messages and calls are not always received.

  We believe that the work that was agreed to was completed, and no predatory practices were done. Additional modifications or repairs done by the customer were of their own choice, and DEAR was not given ample time to resolve issues brought forth before the customer sought other companies. 

  Customer response

  05/01/2023

   
  Complaint: 19925660
  
  I am rejecting this response because: I am pregnant with a child and had no heat. I was not contacted by dear services after I emailed them to remedy the issue and was not called when I was told they would call. The ** work that was done should be under warranty and they have not replied with any remedy. It had been 3 weeks and no remedy was suggested. None of the emails were replied to. I can provide a proof of history of emails. I was told I would receive a call back last week and have not been called.  
  

  if this is not remedied I will take them to small claims court. Not one but two companies say the install was inadequate. The inspector from the city does not open the fabricated box and that was not inspected internally. 

  This response shows me they are not willing to work with us so I will be filing in court. 

  
  Sincerely,
  
  *************************

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