ComplaintsforDor Mar HVAC, LLC

• Initial Complaint

  10/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The consumer purchased a new furnace, new air conditioning unit, and a new hot water tank. The consumer stated that the business has failed to deliver the product. The consumer has tried to cancel the order several times, however, the business will not allow the consumer to do so. Dor-Mar Heating and Cooling **** * **** ** ************* ** ***** ************

  

  Business response

  10/31/2023

  From my records it looks like there was a contract that was agreed-upon to install a full HVAC system along with a hot water tank.  My the system states the job was later canceled after the equipment and materials were ordered and process into our system resulting in a restocking fee that was negotiated with yourself and a sales manager that has also been taken care of.

  Please let me know if there is something that I'm missing.

  Customer response

  11/09/2023

  
  I accept the business's response to resolve this complaint.

  Regards,

  
  **** *******

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 14 someone came out when I didn’t have heat. They identified that I needed a new furnace because mine was at its life expectancy. I ordered a new furnace and paid $5600 for a new one. A couple of days later my new one was installed. On 12/2 my furnace was inspected by a Dor Mar QC person and they said everything looked good. On 12/18 I had to call after hours because my heat wasn’t working again. The tech said that the installer had my gas turned up too high and it was overheating my furnace. He also said my coil is too big and is making the furnace work harder than it needs to and that there’s a gap in my metal work that should’ve been addressed at the install. Then on 12/20 they sent an installer to take a look and he agreed with the after hours tech. He said he would run this up and that I shouldn’t have to pay for any of this because it was a miss on their end. He said someone would call when the coil was in and to give it time due to the holidays. I waited until 1/2/23 to call Dor Mar. They were closed but said they would talk to the install manager and call me the next day. No call. I called on 1/4/23 and explained my frustration and April said her or the install manager would call me the next day to give me a quote for the coil. Which I didn’t think I was paying for but I’ll do anything to have my furnace set up properly to ensure full life. No one called. I called on 1/6/23 and expressed my extreme frustration that no one is calling me like they said. I was on an obscenely long hold and was told that they were ordering my coil and the parts department will email me that day with the quote. It’s almost the end of the business day and NO EMAIL. I shouldn’t have to work so hard to get a job finished to proper standards. It seems since they have all of my money for the furnace they have no motivation to make things right. For a highly rated company, this is by far the worst experience. I won’t recommend them as it stands right now.

  

  Business response

  01/10/2023

  Hi ****, 

   

  I apologize for the back and forth. Per the conversation we had today I will make sure that everything is wrapped up 100% by the end of the day tomorrow.

   

   

  Customer response

  01/11/2023

  I accept the business's response to resolve this complaint. They came and got all of the post install issues resolved. The tech was thorough and the work looks good. 
  
  Regards,
  
  **** ******

• Initial Complaint

  12/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a problem with my furnace, it was making a loud noise so I turned it off. I called Dormar and they arrived 4 hours after the window of time they gave me. The tech carried in several tool bags and then proceeded to tell me he had to run a test for carbon monoxide first and if it read positive he would have to shut the gas off and wouldn’t be able to do anything. He looked at nothing, did his test and then without looking at the furnace said we had several things that needed fixed. He also said the test was positive at 200 ppm. He told us we needed a new furnace and to fix the issues it would cost almost the same. He gave us financing options for two different furnaces. We were charged $199 for him to shut the gas off and try to sell us a new furnace. None of us have been having any issues related to carbon monoxide poisoning and none of our detectors have gone off so we got a second opinion from another company. They came in with 2 different meters that read 0 for over 30 minutes. They replaced the draft inducer, turned the gas back on and everything is fine. There is no carbon monoxide leak. Dormar techs works on commission and this guy only wanted to sell us a new furnace instead of fixing a simple problem. We only paid $350 for the fix with the other company. The $199 we were charged by dormar could have gone to fixing the actual issue. I contacted Dormar for a refund and the man I spoke with was hostile from the start and said he was giving no refund, his tech did his job. I don’t know how we can be charged when nothing was done other than turning the gas off and our family was left without heat in the middle of winter.

  

  Business response

  01/04/2023

  Hi *********,

  I have reviewed the account and it did look like the techs equipment he was using was showing some C/O, which in every case our guys are trained to immediately shut down a furnace for the sake of our customers safety. 

  Having another company in after us will free us of any type of responsibility . Please make sure you have C/O detectors in the home for the well being of your family.

  I will refund the $199 which will intern void the maintenance package that was included in the service call.

   

  Thanks,

   

  Thomas

  Customer response

  01/06/2023

  I accept the business's response to resolve this complaint. We have co detectors that are tested regularly by the county and once a year by the fire department as my home is a state daycare. For the safety of your customers you should check your equipment. 
  The fact that your tech didn’t open anything up on our furnace and quoted parts and a new furnace is ridiculous. 
  

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received services from Dor Mar in April of 2022. I was given a quote for a AC unit replacement and new furnace coil. I was told I was 'signing to confirm the appointment' on an iPad with no documentation details present. I was then informed the next day that I had signed a contract and was forced to use them or pay a 30% restocking fee. Reluctantly we moved forward with the service. Two techs come to replace our AC and furnace coil. A quality check by a manager was done afterwards as well. Told everything looks good. Immediately afterwards I notice a water leak on the furnace coil. A tech comes out and tells me 'it just needed tightened'. 2 weeks later the entire unit, coil, and AC freezes up completely with ice. I call and am told a tech would be out that day. No one ever showed up. I called the next day and finally someone came. He tells me the freon was just low. I asked him to test the lines as that doesn't make sense as it is a new AC unit. Tech tells me no and leaves. I call into customer service about this and am told to 'trust the tech. Fast forward to early November. I happened to look at our furnace coil and realize it has continued to leak where they 'fixed it'. The coil has began to rust. The AC unit also completely froze up again. I call another company and they inform me the AC line was damaged during the new AC install and needs replaced. Quoted me $500 to repair it and replace the freon that has leaked out. Also when I looked up my AC unit warranty it shows installed 08/2021. My unit was not installed until 04/2022. Looks to me like I paid for a brand new unit but had a used one installed AND lost months off my warranty. The resolution I would like for this is some reimbursement for the money I paid for lost warranty/used unit. As well as to have the AC line repaired and freon replaced with a more reputable servicer. I do not want any more Dor Mar techs in my home. I have emailed 3 times for solution with nothing done.

  

  Business response

  11/22/2022

  Hey *****.... I want to apologize for the data entry error on the warranty issue. I assure you that i will get this corrected for you. On the line set the technician who sold the job called for us to hook up your new system to current line set and electric. This would be the reason those were not changed. With that being said Dor-Mar always stands by our work and we ultimately want to make sure everything is done to satisfaction of the customer. We can return to replace your line set at no cost to you. We Can not pay another company to do the work. Please feel free to reach out to Dor-Mar to schedule this work as I'm notating your account that this project will have no cost to you.

   

  Sorry for any inconvenience,

   

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

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Started July 29th 2022 I called Dor Mar to report our air conditioner not working they sent someone out a day or 2 later they put dye in the lines and said they would be back in 5 days to see if there was a leak. Charged me over $200 for the service. Came back 5 days later still not working and they said it was some kind of converter and replaced it costing over $2,000 and it still did not work. They sent someone out 5 days later and this gut put dye in the lines again for a leak and said they will be back in 5 days. This is unacceptable. I have breathing issue and congestive heart failure and the temps have been high. They have not offered any solution and seen to do not know what is wrong. That is fine it they do not know. Refund me my money and let me find someone else to fix the problem.. The $2,000 part was not the problem or I would have air.

  

  Business response

  09/01/2022

  Hey ******,

  I apologize for the leak issues that have generated with your air conditioning system. Leaking Systems can be very tricky as there could be and normally is more then one leak. I tried to call today 09/01 with no answer. Looks like we have a service technician coming out today. I will stay in touch after the call is completed to make sure we can come to a resolution on the unfortunate issue.

   Kindly,

  Thomas M*****

  Customer response

  09/02/2022

  I am rejecting this response because: I did call you back after my phone rang twice and you did not answer. I tried calling back a few more times. Then the tech came out and said we need a new unit now and can not do anything until Tues. It has been a month yoy have dragged this on. We should be on the top of the list to get this resolved and a new unit put in
  
  Regards,
  
  ****** ******

  

  Business response

  09/07/2022

  I have tried to reach out multiple times at the two numbers on file to resolve the issue. Please give me a call at your earliest convenience 

  Customer response

  09/09/2022

  I accept the business's response to resolve this complaint.
  Regards,
  ****** ******

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 6, 2022, we had an appointment with Dor mar HVAC, LLC to install a new water heater for our house's well water needs. 2 techs arrived at 8:45 am to install it. They said they brought the wrong tank and had to go back and retrieve the "correct one." They finished at 4:30 pm. Multiple calls were called in because the hot water never worked once the hot water tank was installed. Finally, on April 29, a tech was sent out to assess the situation. They said the unit had a burned-out element and had to order the part. Multiple calls, we again called in to find out when we would get our brand new water heater fixed. After almost a month, on May 24, Dor Mar installed a new element. June 3- Horrible smelling water started coming out of all faucets and showers (for 20 years, we owned the previous water heater and always had perfect-no smell-clear water.) Multiple calls again and the front desk ladies said Thomas would call back asap. After 3-4 more calls, Justin called and was the only one in this whole process that was somewhat helpful. He said that you needed a smelly water anode and that Dor Mar would provide it at no cost on the part, labor, and travel. I asked, "Why was this not installed at the time of install in April?" Multiple calls again, and there was so much confusion inside that they had no recollection of who I talked to and that I needed to pay for the service. Finally, they went back to the recordings and heard the conversation. Said they would order the part on June 20. Multiple calls-no calls back. They never ordered the part. July 20- Tech came;"I've never seen this type of water heater;no idea how to work on it." Brought wrong part. Aug 5, brought rod with a different tech who said, "he had no idea how to put this in on this water heater."20 minutes later, he left and said," He didn't know if/when the smell would go away." Want refund and will go elsewhere-Thomas has never called.Worst customer service/company in my 42 yrs. Regards,

  

  Business response

  08/25/2022

  I have spoken with **** and have plans on meeting with him on this issue 08/26 at 01:00 pm.

  Customer response

  08/29/2022

  I accept the business's response to resolve this complaint. They changed out the anode today and I will await the results.  Thank you for your time and help.
  Regards,
  
  **** *****

  

  Business response

  11/02/2022

  Im glad that your stinky water has cleared up. Sounds like they did the same thing that was done by our company "that fixed the issue for a while". Dor-Mar was hired to replace a hot water tank not correct a well/water issue that you have.Out of good faith we but man hours/material to help you with your issue of stinky water at no cost. 

  Customer response

  11/03/2022

  Still after all we have been through with this company,(wrong tank water heater delivery day 1, broken water heater after installation, technician saying he switched a part out that he didn’t- this was confirmed by Thomas, horrible customer service, never a call back from Thomas until the BBB got involved) they still take no responsibility for their actions and constantly put it back to the customer. Buyer-BEWARE.
  Regards,
  
  **** *****

• Initial Complaint

  08/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To whom it may concern, On 4/14, a Dor-mar technician came to my house (369 S Harding) for an HVAC tune-up and found no issues with the freon charge in the system. During this visit the technician was very negative about the hvac system and recommended I replace it. However, at some point when I was not watching he unscrewed the core valve and leaked all of the freon out of the system. On 5/14 I turned on the system as the house needed A/C and it ran for hours without cooling the house. At this point I did not know the freon was completely empty. I called Dor-mar again and asked for another technician to take a look. He came on 5/16 and recommended an entire new system due to a freon leak most likely in the coil. He was not willing to run a diagnostic test to show the leak. I was rightly suspicious of this as the system was checked out by another company the year before and it did not even need a freon charge. I started to suspect something was wrong and had another HVAC technician from an independent company come out 6/8 and he discovered that the core valve had been loosened. Quote "Found loose core valve. A loose core valve would leak refrigerant out of the system almost indiscernibly." I called Dor-mar again to inform you of this issue and a different technician came out on 6/9. After some back and forth with his supervisor, he was instructed to recharge the system. I was informed that there would not be another free visit. However, it is now 8/21 and the system is still cooling perfectly without any leaking Freon. As I suspected there was nothing wrong with the coil and the system had been purposely drained. I am expecting compensation for the cost of a home warranty I extended for no reason, the cost of the other HVAC company coming out, and the loss of cooling in the house from 5/14 – 6/9 and the possible damage to the equipment for running without Freon. Please contact me as soon as you can and let me know your determination after looking at your records.

  

  Business response

  08/29/2022

  *****,

    I first want to apologies for your recent experience with Dor-Mar. To have a shrader valve get loose on a unit is something that can be common when adding and removing a technicians refrigerant gauges. I believe accusing a tech of trying to deliberately remove the refrigerant from your system is a pretty bold statement. Im not doubting that the system could have lost its charge during our routine maintenance. Im glad that we were able to add all the refrigerant need at no cost to you. Dor-Mar will not cover any whole house warranty that you have purchased to protect your home from any problems, However we will provide another free call next spring to insure the system is still operating as it should.

  Thanks Again

  Customer response

  09/04/2022

  I am rejecting this response because: 

  I appreciate Dor-mar taking responsibility for the major refrigerant leak out of the core valve and eventually refilling the system—after a lot of back and forth with the technician and his supervisor. However, if the Schrader valve loosening on its own is a common occurrence the second Dor-mar technician who came after the leak should have looked for this condition. Instead he offered to replace the whole system for $7500. This is in your records. I had to have an independent technician come out who immediately checked the core valves as I told him I was suspicious of the circumstances in which the freon leaked out. He let me know that the valve was fully loosened and could be removed by hand due to this. He did not believe this would happen accidently. The attached document has his quote "Found loose core valve. A loose core valve would leak refrigerant out of the system almost indiscernibly." Along with this, I do not believe having another spring Dor-mar maintenance check would make sense as there would be a chance of $1000 of freon being leaked out of my system again. It is up to Dor-Mar to deal with your technician, but I should at least be reimbursed for the $50 visit from the independent technician as well as compensation for being without A/C for the hot month of May and any long term damage the system sustained due to running dry.     
  
  Regards,
  
  Asher Kay

  

  Business response

  09/06/2022

  ******

   

  I hope this email finds you well. I will agree to reimburse you a total of $100, $50 for the visit from the other company and $50 for the inconvenience of the break down of your equipment.

   

  Thanks,

   

  Thomas

• Initial Complaint

  08/12/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I set up an appointment with Dor Mar HVAC on 7/1/22 to get an estimate for a new furnace. The estimate was $5,036 for a new furnace. Sales representative told me Dor Mar will call me 7/5/22. I never heard from Dor Mar on 7/5/22. On 7/6/22 Dor Mar sent me a text stating a technician is on they way to my house. I called them from work, and told them I haven't set up an appointment for 7/6/22 and I'm at work. They said they would call me back. On 7/10 Dor Mar sent me a reminder text that a technician is coming 7/11. Again I never talked to Dor Mar to install the furnace for them to send me a reminder text. I called on 7/11/22 and told them I'm not setting up an appointment and I'm longer purchasing a furnace. They just can't show up when they want. She told me I had to talk to a sales rep. I talked to the sales representative who offered me financing. I declined. On 7/24 Dor Mar text me a reminder text that a technician is coming to my house on 7/25 between 12 & 4. No reason stated why they are coming. This is Harassment at this point. I called Dor Mar 7/25 and asked why did they text me. Stacey at Dor Mar told me I'm purchasing a furnace per their sales representative. That's false. 8/8/22 Dor Mar text me again to ask me if I'm still getting an air conditioner installed. 8/10/22 Dor Mar emailed me a invoice for a 35% restocking fee for 1,762.60. And sent me a forged fraudulent 5 page contract for a 35% restocking fee and 1% added to each month thereafter. I have Never received or signed or any documents for a 35% restocking fee. The sales representative never disclosed any policy to me about a restocking fee or have me sign any documents that states this. This is Harrassment and their document is fraudulent. I talked to Stacey about this dispute. She forwarded me to a manager. I left message for the manager to call me back. No response from Dor Mar. I want to resolve this matter by receiving a $0 invoice from Dor Mar. This is unethical business practice by Dor Mar.

  

  Business response

  08/17/2022

  Attached is her signed Estimate, and also attached is one of the many recorded calls we have form this customer rescheduling her appointment talking about she cant afford her furnace right now due to her car issues. So to say she never signed is just a lie. 

  I'm willing to work with her if she doesn't want the furnace now, but she has to realize we ordered a furnace in the middle of a/c season because of what she needed so the company will be out money now due to this due to sending back and setting schedule two different times to install and being canceled on same day. She can make a offer and I will consider, but the signed document states 35% restocking.

  Customer response

  08/18/2022

  I am rejecting this response because: Your salesman did not disclose to me Prior to accepting an estimate that  when I accept the estimate, the estimate turns into a contract and if I don't purchae the furnance a 35% restocking fee is applied.  He did not provide this contract to me to read over Prior to accepting this estimate. He did not verbally say Prior to accepting this estimate that by accepting this estimate this estimate is now a contract and a 35% restocking fee is due if I don't purchase the furnace. He only showed me the furnace and price online. Your sales representative failed to disclose your company's restocking fee to me Prior to accepting this estimate on 7/1/22. According to the Attorney General Ohio law sellers should clearly and conspicuously disclose any restocking fees before the consumer makes a purchase. Your sales representative did not comply with Ohio consumer law. The consumer sales practices act. He should have had a hard copy of your company's contract restocking fee policy with him for me to read over and answer any questions I may have pertaining to this contract prior to me accepting an estimate to purchase a furnace. I would like to resolve this by requesting Dor Mar to issue a $0 balance invoice for non disclosure of thier restocking fee policy 
  
  Regards,
  
  *** ******

  

  Business response

  09/08/2022

  Please give me a call so we can resolve this issue

  Customer response

  09/15/2022

  I accept the business's response to resolve this complaint.
  Regards,
  
  *** ******

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 4th, 2022 we called Dor Mar HVAC to come service one of our units which the AC quit working. They said the service call would be $300 and sent someone that day. The tech arrived and did not bring a tall enough ladder to access to unit on the roof of the building. He damaged the ceiling supports climbing on them to access to roof. He then changed the capacitor on the unit and failed to attach it properly to the condenser. The unit still was not working and the tech again climbed on the ceiling supports damaging them further and left without resolving the issues. For Mar then charged us $530 which A) wasn't the agreed upon amount B) Didn't fix the issue or check that it was fixed before leaving and C) damaged the property. We have photos of the damage before and after his arrival. For Mar has refused to take ownership for the damage and the additional charges that were never discussed or explained until after the fact. We are requesting a refund for the service that didn't fix anything and repair to the property damaged.

  

  Business response

  08/01/2022

    I have had a conversation with **** and the technician on this complaint. The Tech that ran this call on emergency service/Holliday 'July 4th' actually refused to go in the access until someone showed up to access the existing damage. Speaking with **** he also stated that he was aware of the damage as well ! My Tech waited on sight for over a hour for someone to show up and had the system running by installing the capacitor which the customer was charged for the parts and labor at that time. The customer was only quoted the service call price as any further charges would be a result to the diagnostics. **** Stated he does not use us and had the original company come out after the system had failed again which is why he's now wanting a refund. We sent a Tech Making double time on a Holliday to help with ****s issue. Its unfortunate that ****s guest were not happy and had to be reimbursed but that is by no means Dor-Mar's problem. 
  Thomas M*****

  Customer response

  08/01/2022

  I am rejecting this response because: Thomas’s response is incorrect. I was never aware of any damage and this isn’t a dispute about time. Dor Mars tech accessed the roof without a tall enough ladder damaging the ceiling supports on the way up and the way down. He also never verified the unit was working before he left. We were left with damage to the property, a unit not working and a bill for almost double what was quoted. Thomas also quit responding to our communications after one short phone call denying any responsibility. His offer was to come try again to fix the unit and damage but we were not interested in having them back on site. He could have also verified his tech didn’t have more than an 6’ ladder on his truck making it impossible to access the roof 12’+ without standing on the aluminum bracing. We are seeking a refund for the service call that did not address the issue and repairs or payment for repairs to the damaged ceiling access point.
  
  Regards,
  
  **** ******

  

  Business response

  08/19/2022

  There was a refund issued back on the credit card used

  Customer response

  08/22/2022

  I accept the business's response to resolve this complaint.
  Regards,
  
  **** ******

• Initial Complaint

  06/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dormar came to install a new tankless water heater for $4519 which I had to pay at the time, I had also called them for a broken AC problem which they also previously installed and service since I bought the house. The Water heater guys were here all day and were amazing, great workers. The AC guy didn’t show up til 3pm and he was rude and unprofessional from the moment I said hello. He didn’t know why he was there, he said I do not have an AC problem, that maybe the AC unit was too small for the house, which they installed to the prev owner. I asked him what he could do to help with the ac since we were sweating in the living room and he said maybe I need duct cleaning or a new ac. Neither of which he was going to handle. He said I needed to pay $110 even though I had just paid$4519 and got smart mouth with me when I refused to sign the statement that I was satisfied with his work.. I did call and left a voicemail w Stacy but she hasn’t returned my call.

  

  Business response

  06/21/2022

    thomas.muncey@dormarhvac.com (thomas.muncey@dormarhvac.com)
    Fri, 06/17/22 6:04 pm
   
  Felica,
  I apologize for your recent experience. Please contact me direct as I will resolve any ongoing issue.
  
  Thanks in Advanced,
  Thomas M***** * ********** *******
  Dor-Mar Heating, A/C & Refrigeration
  

  Customer response

  06/24/2022

  Description:
  .Service man Steve S****** was rude and unwilling to do job. Charged me $110 after I just paid
  $4519. Their mgmt has not called me back after I left voicemail same day of issue.
  

  Satisfactory Solution:
  Refund $110 and free duct cleaning
  ********* *** *******
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩