This is a long but very true story; worth the read if you're considering hiring Dupont. DO NOT! TURN AND RUN!
Full credit to Dupont for the worst customer experience in my life. I would give them -10 instead of zero if I could.
I bought two ductless AC units from Dupont years ago because I really liked Mario; he's warm, friendly, and very knowledgeable. Too bad he's not involved on the service side. I've made the mistake of hiring them to service the units since then and have had problem after problem (service issues, overcharging, misleading on costs, being unprepared, etc.), but this recent event takes the cake. I hired them to disconnect two AC units sitting on the ground so I could have new cement put down.
When the disconnecting was done, we had a disagreement on the bill…once again Dupont hadn’t told the serviceman I was getting a discount to compensate for a prior problem. I invited him into my house so we could call Jackie. Big mistake. The discussion became an argument, and he got so angry, he yelled and hovered over me.
I told him several times to get out of my house, I said I would call the police, that I felt physically threatened, but he refused to step outside the door! He just stared at me wide-eyed, hovering over me in a menacing way, huffing and puffing. I had Jackie at Dupont on the phone and asked her to tell him to leave, hoping he would listen. “Do you hear this, Jackie? Do you hear him refusing to leave?” She said “yes, I hear him" but didn't ask to speak to him, didn't try to deal with this.
I finally defused the situation myself without getting punched by a Dupont serviceman who probably weighs 100 lbs more than me. And remember, I’ve bought two AC units from these people! This is how they treat repeat customers of big-ticket items??
I hired a different company to do the reconnection and will never work with Dupont again. The new guy showed me several mistakes Dupont made (cutting the pipes improperly and not draining the refrigerants properly), which also means I overpaid Dupont and that it cost me extra to reconnect the units!
Mario is great, but the rest of the staff…from bad to worse to nearly violent! Frank means well, but he’s very inconsistent and doesn’t prepare the technicians who do the work, leading to confusion and poor service. And Jackie clearly couldn’t care less.
Spare yourself the missed work, the confusion, the terrible service, and feeling physically threatened from a certain unnamed bully of a serviceman. Go with someone else, ANYONE else than Dupont.