Two years & four months ago, I purchased a York Heat Pump from Dalton Heating & Cooling to replace a 24 year old York Heat Pump that was workiing fine. I wanted a higher efficiency unit. I also wanted a local company that could provide good, prompt service in case of the need for repairs well-down the road. The senior Mr. Dalton assured me they would respond to their customers' requests for service within 24 hours and probably could provide repairs in most cases within 48 hours. I bought a high middle range system with a SEER rating of 15...almost double my old pump's rating of 8. I was charged $6,100+ for the pump & install. This winter it failed. Dalton not only took weeks to respond to my calls (during the coldest period), the first visit resulted in a 2 week wait for parts which once installed failed to fix the problem. A second diagnosis stated that a 4-5 hour repair was needed: Total labor costs over $600. Dalton failed to return my calls; they failed to represent my interests with the distributor and the manufacturer: Johnson Controls/York. I had a $530 electric bill for one month with the compressor running nonstop, beating itself to death. Dalton presented misinformation to the Distributor: Upstate Systems AND to the Manufacturer. They were rude to me both on the phone and in emails. They completely misrepresented the situation stating that I had failed to maintain the heatpump properly. What's to maintain? I clean the reusable inside air filter approximately once each month. I have Fairport Electric: I expected that my electric usage would be significantly less with the higher efficiency heat pump--in fact it has been relatively the same given equivalent degree day of heating intervals. This suggest to me that even before the failure, the pump was not operating as designed. Yet, the company, the distributor (Upstate Systems in Rochester) and the manufacturer (Johnson Controls/York) all are treating me as if I'm some sort of incompetent, bumbling fool. Nice Customer focus huh?
B E W A R E ! ! ! In my opinion, you are taking a big risk doing busines with Dalton. You are also ill advised to purchase a York Heat Pump at this point. This unit is defective and who knows whether it's a design defect--right on the hairy edge of proper functionality some of the time or if it's a manufacturing defect (isolated to perhaps just a few units including mine)?
For your money, I suggest you seek out both another brand and/or another installer and a different manufacturer as well! The three parties involved were neither honest with me, nor did they demonstrate a common courtesy and customer focus. You would be wise to take your business elsewhere. read more
