ComplaintsforDawson Dodd Heating & Cooling

• Initial Complaint

  01/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have a warranty with this company to come out and check the furnace yearly. We paid between $200 and $300 for it. I have tried calling repeatedly only to get an answering service that takes my message but no one calls back. I went by their address which is in a strip mall. There is the company name as signage with the answering service phone number, but the lights were off and there was no furniture in the store front.

  Business response

  01/30/2023

  Our mail was delayed due to changing locations. We have contacted the customer and he has been set up to receive his service. 

  Business response

  02/01/2023

  I humbly apologize for the delayed response.  Several things have occured:

  My business partner has had several health problems (who ran our office).  We were forced to close our office and use an answering service and have the calls routed to me.  Unfortunately since I had to run the service and installation departments, I fell behind and lost phone calls.  This is not an excuse, just an explanation.

  In addition my email address was hacked (my old email address was *******************).  

  I've been in contact with Mr. **** and we've scheduled the servicing of his heating system.

  Thank you for contacting me by mail.  I had no idea there was a problem.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dawson Dodds took a $10,000 deposit on a $30,000+ project and never did the work! In early 2022, we contacted Dawson Dodds to perform some HVAC work in our historic home. *** Dodds visited our home and brought a ***** expert with him to evaluate the job. He provided a thorough estimate based on the consulting information from the ***** expert. We reviewed the proposal and subsequently signed it with the stipulation that we wanted the work completed by early May 2022. Mr. Dodds asked for a deposit of $10,000 to purchase the needed equipment for the job. He was eager to receive the deposit, so he personally came to our home to pick up the check. From the point *** received our check, and immediately cashed it, his communication became scarce. After multiple messages and put offs spanning through April, Mr. Dodds finally admitted he could not do the work. Mr. Dodds has not refunded our $10,000 deposit. He explained his financial woes, but in the 10+ months we’ve been waiting for payment, we’ve done additional research that reveals that Mr. Dodds has been doing this to many other people. We are considerate people and have been patient with Mr. Dodds. He agreed to pay us $500 a week, plus an extra $500 for our trouble. , Mr. Dodds stopped paying after 3 weeks.. Mr. Dodds has stolen $8,500 from us, plus caused us to incur $1,500 in legal fees plus pay another vendor for the full price of the work. He has admitted he could not do the work and admitted that he has taken our money. His lack of response forced us to employ legal counsel. We are due $8,500 + $1,500 in legal fees. And to be fair, we should receive interest on our funds.

  Business response

  12/29/2022

  We are area of the the money owed to **** *******, we are are doing everything we can to settle this with **** *******.  We have paid partial amount, but additional money is owed.  My attorney and **** ********* attorney are in communication to work out a payment plan.  

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 3, 2021 a contract was signed to complete work for 2 new HVAC systems. One system was installed, incorrect size, so a new system will need to replace it. They haven't even started installing the second system. I paid 12,000 dollars up front as the contact says I would receive a discount if I did. It is September 22, 2022 and I have been fighting with the company to come replace the incorrectly installed second floor unit and to install the main floor system. I personally feel the money I provided for services was used for everything other than what it was intended for. I want my money back or them to finish the job by the end of September.

  Business response

  09/26/2022

  I just responded to Mr. ******* complaint ti the BBB explaining what had  occurred to the 2nd floor system, & we would replace his 2nd floor system this week & subsequently replace the 1st floor system 

• Initial Complaint

  04/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We paid this company for full replacement of our HVAC system (furnace, air conditioner, and all associated ductwork, etc. -- just shy of $15000.00) in February 2021. It took until December of the same year for them to install our furnace, but at the time, Dawson-**** said they could not install the A/C unit until the temperatures rose above freezing. It has now going on 15 months since we paid for the full HVAC system, and only half has been installed. Dawson-**** appears to be out of business. Email messages come back undelivered. Telephone calls go to endless hold music. Text messages are ignored. 14 months is long enough for this company to have an interest-free loan. We would like to have the full amount for the A/C unit refunded and associated labor ($7500.00) refunded, or for Dawson-**** (if they still exist) to pay another company of our choice to finish the job. It's hot in *********. Too hot to live without air conditioning.

  Business response

  04/25/2022

  I spoke with ******************** & explained that we had multiple company checks stolen from a Postal drop-box. The checks were "washed" the individuals inserted their names & amounts, which were significant amounts. We had to close our account & setup new accounts with our vendors, credit card providers, etc. I apologized for the delays, we're installing her air conditioner tomorrow 

  Customer response

  04/26/2022

  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.

  It is very much against my nature to resort to badgering and complaining to get a job completed, but it this case, it seemed the only option.  Thank you to the BBB for facilitating this issue, and to Dawson-**** Heating and Cooling for finishing my installation.

  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my furnace replaced by this company, who installed the drain incorrectly leading the water to over flow and drain into my floor, we noticed months later when our hardwood floor began to buckle. We reached out and they came to fix it, and the owner *** said they would also get the hardwood floor replaced. I never could get a response from *** after they fixed the drain regarding the floor repair. After about 3 months and many non returned phone calls and emails. *** the owner finally said he would submit a claim through his insurance company. That took another month before he actually did it. When the floor company came to give an est for the insurance company. We were told the subfloor needed replaced as it was now covered in mold along with my sons walls in his room from the months of delay they let this go. The insurance company didn’t cover mold related issues and only paid for the cost of the actually hardwood replacement. The mold removal est was another $2,000+ in which *** was told he would be responsible for. It is now 4 months later and he continues to say he can’t pay it to me and will “send what he can”. I finally got him to agree to payments after 4 months of trying to get this money back that I had to fork out to get the mold taken care of. He sent me the first payment of $100 march 21st. In which the check bounced, and I then got charged for that check bouncing by my bank on top of everything else he owes! PLEASE DO NOT USE THIS COMPANY. I went from getting a new furnace to getting over $14,000 in damages, us having to live out of our home for 2 weeks while mold removal and repair were done, AND having to using my own funds to get that done.

  Business response

  04/06/2022

  We have a dispute with our Merchant Provider which we are trying to resolve. Until this matter is resolved we are unable to address Ms. ******'s complaint.
  

  Customer response

  04/07/2022

  Complaint: ********
  
  I am rejecting this response because:
  As you can see, *** has been telling me he would make payments since the beginning of January 2022.
  He said he’d begin making payments to me in march.
  There was no communication back after that.
  I finally got him to send the first payment after reaching out multiple times.
  THe payment received was a check for $100 which bounced.
  we’re going on now 4 months and no money has been paid back to me.
  So I don’t foresee him ever paying this.
  If he stuck to his word and made regular payments of $100.
  That would over 25 payments. I don’t see how that is fair to me to have to wait years for this to be paid back to me. 
  I didn’t have the choice to wait. When this damage isn’t my fault to begin with.
  I feel I’ve been extremely patient with *** waiting this long
  I want this done and paid so we can move on.
  I don’t feel I should have to email him multiple times, to get him to make payments.
  I didn’t sign up for this and I don’t have the time to beg to get the money paid back to me.
  

  I’ve attached the mold repair cost. 

   
  
  Sincerely,
  
  ****** ******

  Business response

  04/08/2022

  We will make the bounced check good & reimburse Ms. ****** on the mold damage as quickly as possible 

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  One unit installed, two are required for load calculations Wrong equipment was installed- Owners were not notified Installer took a copy of the blueprints and told us load calculations were done (which we learned was never done) Duct work is not to extend further than 25 ft max, 15 ft recommended. There are 60 ft runs of ductwork in attic. Installation and splicing is below requirements. NO INSULATED TRUNK LINE AS STATED IN CONTRACT Registers are too small and there need to be more for size of house. Adequate airflow cannot get into the system. Humidity cannot be controlled Vents were not installed in the main front rooms as identified in walk through prior to installation and not installed as identified in bathroom, mudroom, and laundry/utility room. Installers on site not given diagram Due to these issues, the airflow will never be sufficient to heat and cool this home or control the humidity. Furnace is not secured to wall- Installers did not cut out trim, does not sit flush to wall. Foam panel and sharp edges on pan- safety concern/hazard. As well as moldy 2x4’s found outside were used to frame the base. Panels are not secured to furnace Fell off and broke condensate pump Copper pipe on outside of panel gets extremely hot when attempting to run system Wire/bulb inside of the system is loose, can move Wiring bypasses internal breaker and is wired incorrectly Amperage is far too low ¼ of necessity Loose and exposed wires hanging out of drywall. Not wired into anything Condensate pump is routed through the attic Leaking due to temperature changes and causing condensation Water build up on drywall in attic causing water damage Soffit and fascia damaged due to faulty installation Vents were not anchored and falling and continuing to fall from ceiling When requested to be anchored they were “liquid glued” None are anchored Vents are missing dampeners Drywall damaged in multiple areas Used incorrect tools during installation 3 experts stated unacceptable

  Business response

  01/08/2022

  I was out of the office all day yesterday, today is the 1st day I've had a chance to review the complaint. I will consult with my attorney & respond as quickly as possible. 

  Customer response

  01/10/2022

  ********** ********
  
  I am rejecting this response because: it is inaction, no solution was provided. No updates on the in-completion of service, no updates on when equipment would be delivered nor damages repaired or paid for and/or No refund provided.
  
  
  
  ********** ********* *******

  Business response

  01/10/2022

  I'll have a detailed response to Ms. ******* complaint tomorrow, Tuesday, January 11, 2022

  Business response

  01/11/2022

  Responding to Ms. ******* *** *********, in Ms. ********* statement, she referred to “copper pipe on outside gets extremely hot”; this is a normal operation of a heat pump in the heat mode.

   

  I sent an email November 15, stipulating the work we would perform. The installation was scheduled to begin in February 2022, & be completed in the spring 2022. At the time we had three qualified installers, unfortunately the newly hired installer we hired didn't work out, so we only have two. It's extremely difficult these days trying to find qualified technicians/installers who show up for work.

   

  One of my installers is ****, my head mechanic who was in charge of the original installation. Sometime in 2021, Ms. ********* husband ****** was scheduled to perform some construction work at ****'s home, however for some reason the project did not come to fruition. Ms. ******* insisted that she did not want **** to be a part of the installations to be performed at her home. Since we only have one installer, the time frame will double to complete the work which I forwarded to Ms. ******* January 3rd

   

  To the best of my knowledge there doesn't appear to be anything wrong with the air handler/electric furnace & heat pump, the ductwork has to be redone as specified in the email.

   

  The contract from June specified installing one heating & cooling system, (enclosed). We're adding an additional system at “no charge”. Included in the email I detailed the work to be performed to the existing heating/cooling system, we also included a long term warranty program for both systems.

   

  Since the original email from November 15 was sent, we had our installer/mechanic, ****), go out to Ms. ******* residence & install the electrical to energize the electric heat when the temperature drops below 40 degrees.

   

  We want to complete the work to Mr. & Mrs. Ms. ********* complete satisfaction, however we do not feel a refund is warranted. Included in the November 15, email, we'll replace the moldy 2 X 4’s.

   

  ******* ** **** ********* *********** ******* * *******

   

  Customer response

  01/12/2022

  Complaint: ********
  
  

  I am rejecting this response because:

  These are all things *** has acknowledged before and we appreciate that he has come to look at the damages and the incompetent install and we appreciate that he has been honest and stated this needs to be taken out and redone. Our only issue is the timeline and the money we have invested into this with no functioning system and no expected system until some time (no exact date) in the spring of 2022. Again, once the equipment, material, system is delivered and installed we are happy to pay in full.

   

  To address each of his points:

  We paid 16,500 for a system that does not work and is costing us almost double in electricity to run because it is so insufficient for our home.

  We have been more than understanding of the short staff issue, however, do not believe it is ethical or legal to have collected payment on a job that is still not complete 8 months later. We are asking for a refund until the job is completed and the correct materials and equipment are delivered. That is across the board how business run.

  I am not sure how his head mechanic’s work on his house is relevant here, but I can elaborate. ****** was going to give him an estimate on work he wanted done. However, when **** continuously lied to us about our install, took full payment and still did not complete the job, and installed the wrong equipment and material in our home, and lied to us from the beginning about getting load calculations done, my husband did not feel comfortable doing business with him. We did not want **** back at our home, because he was the one running the install when everything went wrong. He did not appear to be competent given the outcome so far and continuously lying to us about the issues we brought up to him. For one example, we told him our humidity was over 80% in our house, the windows had condensation on them and were wet and foggy. He told us he came in and fixed the problem, only to find out he changed the humidity settings in our thermostat to show -10 of what the actual humidity was. Another example, we told him multiple times we wanted two systems, told him that we wanted vents in every room (of course??) and even throughout the install continuously asked when those would be installed, brought up damages to drywall to him, told him that there is no airflow getting to rooms in the house, told him the system was not cooling down our house, told him the heat pump was not coming on, told him no heat was coming out of the vents. And each time he continuously lied about why these were not working. These are just a few examples of why we no longer trusted his ability and/or competence to come back to our home. I do not believe he even works for the company anymore from what the other employees have told us.

   

  The air handler, and back up heat cannot function in our house with one system. *** knows this and has addressed this. The heat pump has never worked correctly. His installer *** told us this after he left on 12/19/21 that is was not working and believed it was the temps outside, even though it was above 40 degrees F outside. Still does not work. I informed *** of this in a phone call 12/22/21. Yes, the ductwork has to be completely redone, more vents, another system, etc as laid out previously and we are happy to pay once that is done, but right now “Spring of 2022” is not acceptable for us to have paid in full almost a year ago at that point and still not have a functioning system.

   

  Yes, the contract in June stated one system, but was based on misrepresentation of services because we were lied to about our blueprints being taken in to have load calculations done and have a diagram drawn up for our house. That is why *** has agreed to install a second system at “no charge” because he has acknowledged that this was never done and why he brought in an expert to do the load calculations. It is not a favor to us to put it in at “no charge” it is what is required for the house to run. We acknowledge that he said he is going to do this. Again we should not have paid in full last June of 2021 if this was not done. We are happy to pay in full once it is completed as per any business standard you have an expected amount of time to complete an install and a service or do not collect money.

   

  These are all things *** has acknowledged before and we appreciate that he has come to look at the damages and the install and we appreciate that he has been honest and stated this needs to be taken out and redone. Our only issue is the timeline and the money we have invested into this with no functioning system. Again, once the equipment, material, system is delivered and installed we are happy to pay in full.

  
  
  
  ********** ********* *******

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