Dave' Lawson
1/5
First off let me start by saying my technician Jon was not the problem. It's the Management, and the lady who answers the phone who is very rude with her tone and words. I called Dulin on Saturday 6/22/2024 at 3:30 pm and called back at 8:30pm because no one had contacted me within five hours to tell them I didn't want anyone coming to my house at that hour of the night. I called them the very next day on Sunday 6/23/2024 at 8:53 am to schedule someone coming out again, and told the lady that I called the previous day with no one contacting me back. She assured me she would stick that part in the notes. Well the technician Jon came out that Sunday around 1:30pm and was courteous and thorough. Told me that my blower motor was out and to fix it they would charge $750 dollars for parts and labor. I told him I would think about it and he suggested to give a call to the office the next morning to schedule the appointment if I wanted it done. Well other companies were charging more so I decided to go with Dulin. I called the office, and whoever the lady is who answers the phone was very rude. I told her my technician told me to call and schedule a morning appointment because I'm pretty sure of it being on account of my unit being in the attic and it gets hot up there, so the earlier the better for him. Well she proceeds to tell me that's not how that works and she has to look at the schedule all while having an attitude and get back to me. Well low and behold the company didn't get back to me until two days later with a text message stating Jon is ready to come by and put the motor on, are you home? I kindly responded I didn't need it done anymore, Thanks. Well a day later a service bill comes in for $160.88. The bill stated it was for an after hour diagnostic call. I look on the website and it states, its only $120 for a diagnostic call. I call the company and here I am on the phone again with this rude lady. I ask her about the bill, and still with an attitude, tells me to give her the invoice number so she can look it up. I give her the invoice number, and she tells me the same thing as the bill, a after hour diagnostic call. I ask her how is an after hour fee charged if your website states you all are open 7 days a week, 24 hours a day. She tells me to hold on, places me on hold then comes back and says she can't answer that, Steve is going to have to give me a call. I leave my contact info for Steve whoever he is, because she never said. But a couple minutes later I get a text message not a phone call stating that they are writing off my bill of $160.88, and I would have to call another HVAC company for future issues with my unit, signed Management. I'm annoyed because of me wanting clarity and questioned them about the extra charge, they have the audacity to get mad and tell a potential customer to never call them again. To me that's not how you do business, and this company should either take down the 24hours posting on their website or make it much clearer to customers what they mean by after hour calls. You all have been warned!!
