ComplaintsforDor Mar HVAC, LLC

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New furnace and AC unit installed 2019. Previous owner suggested installation guy how we was running pcv pipe to drain and connected it with the condensation pvc pipe to furnace, that it was not done previous like that and had concerns about backing up in the future would dump into furnace. Fast forward to April 10th, 2022, we noticed a distinct electrical smell coming from vents. Went to utility room, and water was being dumped into the furnace while it was on, thank God not causing an electrical fire and burning my house down. We turned off furnace, called Dormar next morning, technician came out, didn't know where water was coming from, took blower out, panel out and said would order new parts. A few days later, water was again dumping into furnace when we noticed it was from the water softener regenerating, backing up into furnace. Water was all in utility room floor multiple times, soaked into carpet in front of stairs multiple times. Got the ac/furnace fixed back up and running but Dormar does not want to do anything about carpet damage due to installation failure on their part. They said they would get the stain out but wouldn't pay for it to be pulled back, to see possible mold growth and replace if it is unable to be restored. I don't want to put a bandaid on this issue and just get the stain out. I want the carpet and padding exposed to keep my family safe from possible mold growth.

  

  Business response

  06/14/2022

  Dor Mar offered to send a professional carpet cleaning company to the customers home out of good faith and customer refused.
  
  The drain system at the customers home has multiple drains from the house running to it, which is normal. The back up and clogged drains in my professional opinion was not due to installation or workmanship.

  Customer response

  07/14/2022

  DorMar did not have the Carpet cleaned, that is a false statement. I have attached the photos to ******* email where I had someone come and pull the carpet back to expose the padding, and upon findings, the padding, cork flooring under the padding, down to the concrete base was completely saturated as well as mold growth on it all. **** *** ***** ******* came and sprayed sanitization spray on the floorboards, concrete area, to disinfect and stop the mold growth. After several days of it drying out after being pulled back and mold killed, I had the carpet relaid in that area, and ******* came back out to clean, sanitize the carpet, as well as get the satin out. I have attached the invoice from ******* where he completed the work and verification that I paid for the services. I want reimbursed the $125.00 from *******'s invoice to settle the complaint.

  

  Business response

  08/01/2022

  I will agree to reimburse Ms******* the $125. This was offered from the very beginning, glad to get resolved.
  
  Thanks,
  Thomas M*****

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Dor-Mar on July 16, 2021 to fix our pool heater. The pool heater would not heat. The tech stated the heater needed a new fan relay and a new panel. I questioned the panel, but the tech stated that this is usually the issue with pool heaters. Parts were installed. I turned the heater on for a few hours and it didn’t work. It was reading our water temps were falsely low and would not heat. I called Dor-Mar and they came out twice saying that the heater was working. On the third time, the tech identified an issue with the temp probe. He removed it, attempted to clean it, and while doing so broke our piping that runs from the pool pump to the pool. He turned off our pool pump and never communicated this to us. The temp probe piece that was broken, according to several local pool companies and Rheem (the heater manufacturer) is not repairable. We had to hire a company to disconnect (and eventually reconnect) our heater from our pool, so our pump could run. This was out of our own pocket. Thomas, Dor-Mar manager, eventually got involved and said this was an easy fix and he’d have it done by the end of the week. We had to close the pool early this season so our pipes didn’t freeze, so we couldn’t test the pool heater until the spring. Dor-Mar had insisted on prompt payment, but I told them that I wouldn’t pay until I could confirm it worked. After much debate, Thomas did issue a discount. We opened our pool two weeks ago and the heater still is not working. Dor-Mar (Thomas) has been terrible to work with. He is now putting stipulations on when he can come assess to fix further (9am-2pm to prevent overtime for his workers even though the company is open 24-7). He also will not call me directly to resolve the issue sooner. This has been going on for 10 months. We just want our pool heater fixed or replaced at this point. We would not recommend Dor-Mar to anyone. They are not responsive, effective, efficient, helpful, or knowledgeable.

  

  Business response

  06/14/2022

  The customers thermostat was faulty- never "broken". Dor Mar did replace a barbed fitting that had broke due to age, when Dor Mar's service tech was onsite replacing other faulty parts. Customer had another company "neighbor" working on the system, and due to that Dor Mar is not comfortable working on the heater. In reference to leaking pipes- Dor Mar never serviced them as stated by consumers, we do not do plumbing. Customer to date has not paid Dor Mar anything out of pocket; we greatly discounted her bill by $594.00, then waived those charges as well leaving the customer a zero balance for all work performed, as she stated Garett got pool heater working.

  Customer response

  06/14/2022

  I am rejecting this response because: Please review the document that I uploaded to the BBB showing a detailed breakdown of all interactions with Dormar. I have repeatedly asked Dormar for a document reflecting a $0 balance with their company and they have yet to send that. They did break our pool heater. This is discussed in the document. They broke a fitting on the pool heater and due to that they had to turn off our pool pump. The tech even admitted that he should not have been working on the part but it is usually an easy fix. The only reason we had an additional company out to work on our pool is because we had to have the pipes routed away from the pool heater to be able to run the pump. Otherwise, this would result in our pool not working and algae building up. We only had to do this because Dormar broke the fitting and this caused a major leak in our pipes. Dormar did get our pool heater to heat after a year of going back and forth and ongoing issues with the company. However, it still does not read the temperatures in the pool accurately. It states the temperatures are 30 degrees lower than the actual temp. This is going to result in the pool heater continuously running and driving up our electric bill. The fitting that Dormar replaced is still broken as it is leaking water into the bottom of the unit. To correct the matter and provide customer service remediation, we are asking for an invoice reflecting a $0 balance and a new pool heater. For dealing with Dormar for an entire year and having to continuously advocate for our pool heater, I don’t think this is a lot to ask considering the issues are still not resolved. 

  
  

  
  Regards,
  
  ******* ***********

  

  Business response

  07/05/2022

  To whom it may concern,
  Just wanted to touch base as another statement with a 0 balance was email to ***************************. I also had Stacey confirm that it was received. 
  Unfortunately Dor-Mar will not replace the customers 2015 pool heater as we are not responsible.
  

  Thanks,
  
  Thomas M***** - ********** *******
  Dor-Mar Heating, A/C & Refrigeration
  

  Customer response

  07/05/2022

  I wanted to touch base and see what the next steps are. We just reviewed Dormar’s statement to us and want to reject it. It feels like this is just continuing to go back and forth. We’ve had no progress since we contacted the BBB. We’ve been having ongoing issues with our pool heater and Dormar since May 2021 without much luck. 

  
  What support can we get from the BBB? At this point, we would like Dormar to pay for a new pool heater since we are still having ongoing issues with it. Not only that, for all of the time, frustration, poor customer service, and continued broken pool heater. This has been going on for 15 months without resolution. Please advise us on how to move forward. 
  
  Regards,
  
  ******* ***********

• Initial Complaint

  01/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Called Dor-Mar in mid-September 2021. Requested free estimate from company representative to analyze problems with furnace.They sent two men over on 9/24/21. After approx. 15 minutes they suggested a possible motor replacement. They said they would go back to the office, look up prices, and get back to me with estimate for repairs. The FIRST time I heard back from them was when I received an invoice for $159.99 ON 12.23.21. 3 MONTHS AFTERWARDS. PLUS the invoice lists me as OVER 60 DAYS PAST DUE! Called company back on January 3, 2022 and talked to Stacey in billing dept. She said that Dor-Mar does not give free estimates. I told her to tell her customer reps that. Stacey refused to help me in any way. *. The company repair guys NEVER got back to me with cost of repairs. *. I received an invoice for WORK NEVER PERFORMED. *. My credit standing is being threatened by having the company say that I am 60 days past due, when this is their first communication with me since the day their reps came over in September, '21. I told Stacey I would not pay for what was intended to be a free estimate and that I would be contacting the BBB and ******** *******. I would appreciate your help in this matter. I have a excellent credit rating and score and do not wish to see it tarnished by this unscrupulous company.

  

  Business response

  01/14/2022

  Stacey was correct we do not offer free estimates on repairs. 

  But i can see that the email address we had on file was a bad email so the customer never received any of our quotes for the part repairs or service charge, so i will $0.00 out this invoice for this customer

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Dor-Mar after our home flooded to diagnose a repair on my furnace and AC. Their rep looked at our furnace, never took off the panel of either the furnace or the AC unit, but somehow managed to decide that our whole unit needed to be replaced, which would cost over $7K. The next day, I received a second opinion from a different company, which REPAIRED our unit for $2K. Dor-Mar then sent a bill - after-the-fact - for a $99 fee. I was NEVER told about a fee. When I called and explained my issue, essentially that their representative falsely diagnosed our problem to upsell a product we didn't need, Stacey said she would talk with the manager and get back to me. She did not. Several months later, I was sent a PAST DUE notice for $99, and a receptionist explained to me that I still needed to pay a fee basically saying, "You still owe us money even though we were wrong." The company also responded that "We do offer free quotes but not free service calls which is what you called us for." I DID NOT CALL FOR SERVICE, I called for a quote to either repair or replace which, based on the above statement by the company, is not billable.

  Customer response

  12/28/2021

  
  
  Dor-Mar is being deliberately duplicitous.
  
  I called and explained to the intake person that we had a flood and I wanted someone to come out to evaluate whether our unit could be repaired or needed to be replaced. There was never mention of a $99 fee. They sent a representative, who simply eyeballed the outside of the furnace, never went outside to look at the A/C - and quoted us for a replacement of both. If the person who showed up at my home was a service tech, he certainly acted in a sales capacity and had prices and installation dates readily available. 
  
  In response to my Google review, the company stated: 
  
  "We put faith and trust into our certified technicians to make the correct diagnoses. I apologize that you did not have a positive experience with us. I have taken the time to look over your account today. We do offer free quotes but not free service calls which is what you called us for. Again, so sorry you didn't have the best experience with us. If you would like to continue to discuss this issue; please call ***** * ***********"
  
  I've left two messages for *****, but neither of my calls has been returned as of today.
  
  NOW, the company responds to BBB: 
  
  "As a company we have never and will never offer free quotes to repair a furnace. A customer can call in for a free quote to replace equipment, and in this case, customer called in and said furnace is broken. We wouldn't of sent a service tech and we would of sent a sales associate."
  
  On Google, Dor-Mar states they offer free quotes, but to BBB, they say they do NOT offer free quotes. Which is it? 
  
  Regarding the attached letter from *****, I cannot say whether or not *****'s opinion is industry standard, but my unit is ******. AND if non-repair of a flooded unit is not Dor-Mar's practice, why not tell me on the phone that they won't quote repair? (We received THREE quotes - Dor-Mar, **** *** ***, and ***** ********, and have the contact information from the **** *** *** and *****'s reps who have both said they will verify that I divulged the flood on my initial calls to them). All three companies were told about the flood, which headlined every local news show. Instead of honest business practice, Dor-Mar saw a predatory opportunity.

  

  Business response

  12/28/2021

  Attached is a letter from a furnace manufacture, that deems any unit that is flooded to be unsafe and should not be fixed per manufacture. I didn't post every manufacture letter but they all have the same stance. They are unsafe. Yes, parts can be fixed but that doesn't mean seals weren't damaged and couldn't cause future harm. 

  As a company we have never and will never offer free quotes to repair a furnace. A customer can call in for a free quote to replace equipment, and in this case, customer called in and said furnace is broken. We wouldn't of sent a service tech and we would of sent a sales associate. 

*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. ↩