Claire Mundell
Extremely Disappointed — Poor Service, Poor Communication, and Zero Accountability My husband and I had Dalton Heating and Cooling come out for two separate issues: our water heater and our furnace. Unfortunately, both experiences were incredibly frustrating and left us with serious concerns about the quality of their work and their customer service. For the water heater, Dalton sent out three workers. They diagnosed a small leak, “fixed it,” and were out the door in under 10 minutes. That would have been fine if the issue had actually been resolved — but as the week went on, we continued to have a large pool of water in the exact same spot. After several days, we called Dalton back and explained that we believed we needed a new water heater. This time they sent two workers: one who had been there earlier in the week and another who was seeing the issue for the first time. Within seconds, the new worker took one look and said, “Oh yeah, you definitely need a new water heater.” It’s extremely concerning that three workers earlier in the week couldn’t identify what this second worker recognized immediately. When you pay for professional service, you expect a thorough investigation — not a rushed, inaccurate assessment that leaves you with the same problem you started with. For our furnace, Dalton sent a technician who was very kind but needed to call in backup to help diagnose the issue (which we had no problem with). After the additional worker arrived, they were able to get the furnace running but warned us that the heat might be intermittent due to a part they believed needed to be replaced. They recommended we purchase this expensive part and have it installed later in the week. We bought the part that same day and were prepared to move forward — but the furnace never had another issue. We called Dalton to let them know we no longer needed the repair and asked them to be reimbursed for the unnecessary part. Since then, my husband has called at least six times. Each time, he gets the same employee who says the manager will call him back. Not once has anyone returned our call. We also requested statements and quotes for the services performed and were told they would be emailed to us. We received nothing. The lack of communication, follow through, and accountability has been astonishing. Customer service is atrocious. We are extremely disappointed and will not be using Dalton again. Save yourself the headache and look elsewhere for your heating and cooling needs.
