Our experience with this company was an absolute nightmare. We wish we had done more homework, but they had a lot of positive Google reviews and Facebook recommendations. We later learned that the company operates from owner Tony Denillo's house (huge red flag) and several customers let me know why they were afraid to post negative reviews. But first, let's go back to the beginning.
Our heating and air conditioning was on its last limb. Both were over 30 years old and we wanted to get them fixed before they completely broke down. While we were fixing them, we wanted to get a mini-split for a room that had no air conditioning.
Impact HVAC had the lowest price, so we went with them. They showed up 1.5 hours late. They explained that they were helping an older woman who didn't have any air conditioning, so we completely understood- we just said we would have appreciated a call. When my husband called Tony about this, as he appreciates solid communication, Tony was not happy. In fact, Tony never took a phone call from my husband's cell phone number again. If you're asking, "Wait, do you mean that he screened your husband's calls like a teenage scorned lover?" then the answer is yes.
When they got back the next morning, they finished the main heating and AC, which worked beautifully. Then, they started working on the mini-split, which became the bane of our existence. First, they drilled it into the deck, although we told Tony that we were replacing that in a year. (There's that communication again, hard at work.) They were also now working in our main house, so we requested that they wear masks. They would put them on, but then they'd take them off again. This was a problem for us because there's a pandemic going on. When they "finished" the mini split, they very quickly gave the remote to my husband, turned it on and bounced. They wanted to get out of there fast, although we had been nothing but nice to them. We quickly found out why. It didn't work.
My husband tried calling, but if you'll remember, Tony wasn't taking his calls. I called right after my husband tried though and he answered right away. I explained the situation and he immediately said, "Unacceptable!" and said he'd be sending them back that night. Then he called back to say they couldn't come back that night but would be there first thing in the morning. I asked if Tony would be able to send a different crew because we had noticed our laundry detergent that's on the floor now had a cap off of it that was now on the table (my husband is in insurance and takes pictures of every room before anyone comes over.) We didn't care AT ALL if they needed to use any to clean their tools; we just wanted them to ask. It's pretty much the same thing I tell my middle schoolers. My middle schoolers get it. Tony Denillo did not. That was a super small issue, though. I only mention it because Tony made it into this huge issue and offered to buy us laundry detergent, to which we obviously (and with confusion) said no. The main reason was because of the inconsistent mask usage. We wanted people to fix the mini-split who would just wear their masks on a regular basis.
Tony said he would be sending the same guys or he would have to send other guys later because his other guys were on another job. We said we'd go with the original guys. Well, they were a no-show. This time, Tony didn't answer my calls. I, too, was now being screened. Professional, right?
We left some more messages until I shared my experience on Facebook. Tony did see this as it got several responses and he announced on his public company page that he had told his workers that they didn't have to go back. Tony never contacted us to let us know or anything. In sharing my experience, I ended up learning why there were so few negative posts.
Several women informed me that many of the moms have kids taking dance lessons at Tony Denillo's fiancé's class. It's a tight community and they don't want to risk the relationship, so they hire someone else to fix it.
We ended up hiring a different company to fix it. One of the workers knew of Tony's company and shook his head, saying, "The owner doesn't care." He said the problem never should have happened because there was a huge leak. When they blew air in the mini-split, we could hear it in the kitchen. Our new amazing workers said they had clearly not checked for a leak or protected against one. There was no coolant in our system at all. $812 later, we finally have a functioning mini-split.
If you're wondering whether or not we have a warranty, yes we do! Part of it is a one year parts and labor warranty that Tony Denillo refuses to honor, which is fraud. I would also encourage you to visit the BBB website, which has two separate complaints in the span of four months, just to see how Tony treats his clients. read more
