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Complaint Details
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Initial Complaint
12/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased a boiler for our church at approx $13000 it was paid in full. We were told it had hot water for sinks and so on and later after install told we would need to buy a holding tank and it would be well over a thousand dollars. The unit throws codes and does not function properly . Detmer has been out 10 times approx to try and fix it and cannot stating it's to high tech and state of the art for their technicians . It's under warranty and still not functioning and certain features now they have bypassed . It's atrocious and we want the situation corrected and appropriate compensation or a refund . At this point I'm fearful we just bought ongoing problems . Please help us rectify this nightmare problem.
Business response
02/01/2024
Although we disagree with some of the statements, we also acknowledge the customers concerns on some of the statements. We had been making repairs under warranty to this point however we have had discussion and refunded the customer a portion of the initial job to their agreement.
Initial Complaint
06/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Used Detmer for 8 years. Going somewhere else. Technicians did a good job eventually fixing the problem. However, we were charged $200 for a dye test we didn't need with first tech mis-diagnosing the issue instead of a piston needing replaced it was the coil. In speaking with **** *********** in management he refused to acknowledge the issue and refused the refund when we paid over $2,400 for the 3 calls we had to get air conditioner fixed. Poor customer service and very unprofessional business manner on *****s end. Techs were great.Business response
07/11/2023
The service manager evaluated each call the customer referenced in their complaint. Due to the nature of the issue, the dye test was recommended and approved by the customer.
The customer has used Detmer for 8 years but not exclusively. Another company sold and installed a condenser only. The evaporator coil and metering device were not part of the upgrade. After the dye was added, it was discovered that the evaporator coil was in fact leaking and the original R22 piston was left in the system. The coil was replaced, and the old piston removed. A TXV was added to the system to provide a more accurate cooling result. The dye test also assisted Detmer in making sure the original line set's integrity was intact.
Customer response
07/11/2023
Complaint: 20224406
I am rejecting this response because: When **** *********** from the location called me via phone we discussed all details. The first tech that came out was a new hire being with the company for a year. He mis-diagnosed the issue, so we should not have had to have a dye test to begin with as I explained this to ****. He said we needed the piston replaced. This part was ordered. When the next technician came out he looked at it and immediately said that the piston was not needed and he knew right away the coil needed replaced. Thus we never needed the dye test and should not have had to pay for it. The second tech said he has been with the company for 20+ years and if he would have came out as the first visit could have diagnosed right away and just ordered the coil needed. Due to this mistake on Detmer's end of communication we paid for a dye test we did not need to have. The coil could have been diagnosed and replaced without any dye test needed.
Sincerely,
**** *******
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.