ComplaintsforDoornbos Htg & A/C, Inc.
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Complaint Details
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Initial Complaint
12/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a MagicPak unit from Doornbos in June 2021 to replace the old unit in my condo. Since the install I have had continuous issues with the unit when using the heat. The unit initially began overheating and producing an alarming burning smell. After having technicians out numerous times with no resolution to the problem, the Doornbos team installed a fuse box within the unit to prevent overheating, but the unit continues to overheat. When the unit overheats the electrical fuse is blown and the electricity to the unit is cut off, causing the home to be without heat. The only way to restore the heat is to have a technician come out to replace the blown fuse, which is a consistent inconvenience. The only resolution I have been given is to have the unit operate at half capacity, but the power at half capacity does not adequately heat the home. I was assured that the appropriately sized unit was installed, matching the specifications of the unit that was replaced. Doornbos suggested I have an electrician inspect the condo for possible electrical wiring issues, so I hired an electrician and the inspection report confirmed properly functioning electricity. Before this installation I had never experienced electrical issues with heating and cooling. I replaced the unit because it was old and no longer had air conditioning function. I am very disappointed with the customer service I have received. Even as the winter is among us, there is no urgency to resolve this issue and it is a safety concern. I asked the service manager if the unit could be defective and should be replaced, but he is persistent that the issue is not the unit. There was mention of contacting the manufacturer, but I have yet to hear any plan for resolution.Business response
12/30/2022
Hello *****, Thank you for bringing this to our attention. Your feedback helps us do better. We apologize that our service initially did not meet your expectations. This is an uncommon instance as we are known for taking ownership and caring deeply about our customers. We are committed to your satisfaction and comfort.
Since this review was posted we have followed up with you and our service team who was out to resolve the issue and reported your unit to be operating to your satisfaction. Please feel free to reach out to ****, our service Manager at ************ with any *************** or questions. here...Customer response
01/03/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
05/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Doornbos sent a technician to do a time and material repair service, like they have provided us in the past, but instead my wife was charged and exorbitant $540 to replace a $10 part within 38 minutes of arrival. When I reached out for an explanation (three times), I was simply not contacted back as of today. Here is the timeline:4/27 - Charged my wife a flat $540 for an igniter on a 38 min. service. Promised a couple hundred off a new furnace.4/29 - Sent message through website to inquire why a $10 part replaced in a half hour was $540. No response.4/30 - Called and left message with answering service. No response.5/2 - Called and was told that the managers were busy because it was Monday morning but they got my messages and would call later in the day. No call back. Sent credit card dispute to my bank.5/3 - No call back.5/4 - No call back.5/5 - No call back.5/6 - No call back.5/7 - No call back.5/8 - No call back.5/9 - No call back.Business response
05/31/2022
To Whom It *** ******************************** manager talked to both **** and his wife *******************************, and they came to a resolution of a refund of $137.00 on their service invoice.
The refund transaction is attached. We appreciate the ********** business and hope to continue our service relationship.
Sincerely,
*******************
Doornbos Heating & Air Conditioning
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Contact Information
11310 S Cicero Ave
Alsip, IL 60803-2826
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2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.