Austin HVAC company goes extra mile in the name of customer service

Austin HVAC company goes extra mile in the name of customer service

Member complaint

I hired Dayton A/C & Heating of Manchaca, Texas, to replace my HVAC system. They responded quickly and showed up in a couple of days. Unfortunately there were problems.

The system went out within a month and was fixed quickly under warranty. After three months, the system went out again. I called to get it fixed under warranty. The issue turned out to be the A/C drain pipe, which had gotten clogged with dirt from heavy rain. They came out promptly and took care of it. That wasn’t a big problem until a $149 bill showed up in my email for 15 minutes worth of work. I called for a warranty service and didn’t authorize them to do any work to bill me. We weren’t told this wouldn’t be covered under warranty until we received the bill. When you spend over $7,000 on a system, you expect it to be trouble-free for more than three months. They said they don’t warranty plumbing they didn’t install, but the problem here was not the hidden plumbing line, but the lack of open space around the end of the line outside and something that was entirely in their view and control. It could have easily been remedied in five minutes. As a high-dollar professional service, I expected they would stand behind the entire system to work trouble-free. I want the company to rescind the invoice.

Nick Taylor, Austin, Texas

Provider response

Drains are not a part of the air conditioning system that we installed. The drain runs under the slab and terminates outside. We blow out the drain when we do the installation. This particular drain got dirt backwashed into the termination point by rainwater. It clogged the drain several weeks after our install. Your member called us out to make the repair. We did. I will send one of my technicians by to make a more permanent solution to the drain termination point. There will be no charges and no balance due.”

Coy Dayton, owner

Status

Resolved

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