Gail Duffey’s home air conditioner has gotten her a little hot under the collar lately.
“There would be no answer on the phone, the number that I always called, and I’m thinking great, I just lost my money,” Gail said.
Problems began when Gail said she was concerned about the reliability of her eight-year-old air conditioner when she stopped by a display outside her local Home Depot store two years ago.
The display booth was for Delta Mechanical, a business offering repair and warranty services.
“I thought, it’s at Home Depot so it’s probably reliable,” Gail said.
Gail says she made an appointment and technicians with Delta Mechanical came by her house to inspect her air conditioner.
“The salesperson pointed out to me that they had a service contract that might save me some money,” Gail said.
Gail paid $599 for a five-year contract. At first, Gail says she was happy with the service but a year later, when she had to order an expensive part for a repair, she says the company kept delaying the service.
“They quickly came out to diagnose the problem but they were very slow, once they took our money for the part, to actually come and finish the job,” Gail said.
Appointments were made but the company would never show up. Gail said she became disillusioned so she called Delta Mechanical to complain. The company offered Gail a $300 refund for the delays.
“But then when I looked at my credit card statement, no credit,” Gail said.
Gail said for six months, she couldn’t get in contact with anyone at Delta Mechanical about her refund. NBC 7 Responds tried contacting Delta Mechanical and ran into the same issues Gail had.
Since Gail had heard of Delta Mechanical by a display with Home Depot, NBC 7 Responds reached out to Home Depot representatives to see if they could get in contact with Delta Mechanical.
Gail said even though her contract was with a different company, the manager at Home Depot said he would make sure Delta Mechanical reimbursed Gail the $300 she was promised. Home Depot also promised Gail it would find another company to honor the remainder of her service contract for the AC unit.
NBC 7 Responds learned Delta Mechanical closed its air conditioning service division and personnel changes led to the delayed refund.
In an email, Suzy Kitchukova, a spokesperson for Delta Mechanical, sent this statement, “Delta Mechanical would like to take this opportunity to apologize for the inconvenience caused to Mrs. Duffey. Unfortunately, due to a change in personnel, the refund was not submitted to the proper department for processing. Once this oversight was brought to our attention, we were able to process the refund immediately. Delta Mechanical is currently fulfilling all warranty work for previous installations. Please call (619) 229-6800 or visit this link for more information.”