ComplaintsforDor Mar HVAC, LLC

• Initial Complaint

  09/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We paid DorMar $12,500 to install two new ** units in July 2023. One of the units makes a noise similar to a generator inside the house. This noise was not present in the ** prior to installation of the new unit. We reported this to DorMar and they sent a technician to our house the following week. Although we hadn't experienced issues with noise in our previous ** unit, the technician recommended we have them install $2305 of new ductwork in our garage area to resolve the problem. We declined. During the following quality control and maintenance visits we complained about the noise and the technicians said they would report it to the service manager and they would contact us. We were not contacted and after several attempts to call the service manager our calls were not returned. We contacted the office manager in August 2, 2024 and he agreed to come look at the problem. He determined that the ** lines used were too big and this is what was causing the noise. We questioned this since they were the original lines to the house and we had not experienced noise prior to the new ** installation, however, DorMar sent their techs to come rerun the ** lines under the drop ceiling in our basement. The new line installation was unsuccessful as the noise was still present. We called the office manager the following week to determine next steps in resolving the issue. He indicated this was a warranty issue and although the unit was new, it had a bad compressor. He said he would call the manufacturer and get back to us. The office manager called us the following week and told us as long as the ** was blowing cool air, the manufacturer refused to honor the warranty. He sent another technician to our house 9/6/24 to muffle the sound which was unsuccessful. The technician said he would talk to the manager and the manufacturer and let us know. We have not heard back from them and have not received any returned calls since. Two full ******* now of a noisy ** unit.

  

  Business response

  09/23/2024

  We apologize for any inconvenience caused by the lack of communication. As a company, we are committed to finding a solution for your ongoing problem and will be in touch with you shortly.

  Customer response

  09/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22314928
  
  I am rejecting this response because: 

  The company’s response indicated they would contact us at a later date, but we have not received any other communication yet and nothing has been resolved. 
  
  Regards,
  
  Angela Knickman

  Customer response

  10/08/2024

  22314928
  

  Dor mar contacted us and came on a 7th visit to look at the AC. They installed rubber feet under the AC unit. The air conditioner is still loud in our home and sounds similar to a generator running. 

  

  Business response

  10/09/2024

  The air conditioning unit is functioning at a standard level of noise. Regrettably, it is situated on the opposite side of the wall from your office. We installed this unit over 18 months ago and have made every effort to reduce the noise emitted by the outdoor unit. However, relocating the unit to a different location, which would involve some expenses, seems to be the only solution.

  Customer response

  10/15/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22314928
  
  I am rejecting this response because: An AC unit has been in the same location since the house was built in 1966 and we have not had an issue with noise until this unit was installed. Relocating the unit to the front of our house at our expense is not an acceptable solution. Not only would this negatively affect the curb appeal of the property, it is an unnecessary added expense to the homeowner. DorMar stated this is a warranty issue as they thought the compressor was bad, but since the manufacturer refuses to honor the warranty DorMar expects the homeowner to eat the cost. We believe a refund for the unit and installation is a fair solution so we can replace it with a properly functioning unit. 
  
  Regards,
  
  Angela Knickman

• Initial Complaint

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8-5-24 we had an inspector come out to give his opinion and he pointed out everything that dor mar missed or didn't do and told us what needed to be done to fix dor mars mistake......12,000 and our furnace was not installed properly and we still are unable to use our AC unit because of problems with the vents which was the original issue....dor mar is a scam the technicians did a horrible installation job...

  

  Business response

  08/07/2024

  Hey *****,

  It does look like we are scheduled to come to your home today to address any issues that you may have. The notes in our system state that you have issues with your duct work underneath your mobile home trailer, which our contract states to hook up system to current duck work and electricity. Please feel free to contact me at any time to further discuss any on going issues that Dor-Mar is able to help you with. 

  Thanks, 

  ****** Muncey 

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

   

   

  Customer response

  09/11/2024

  i feel dormar pressured me into purchasing a brand new ac unit. after several failed attempts at finding out why there was no air flowing through the vents. they discovered that the vents weren't hooked up under the mobile home. i have been emailing them and no response i feel i shouldn't be finically responsible for their mistake.. **** was an appliance *** ****** and ******* did a horrible job the two times they came out. **** had to fix what the should have done and then **** had to finish the job he actually took the time to find the problem dor mar should be embarrassed. it was a disaster from the minute we called them .

  

  Business response

  10/14/2024

  Im sorry you feel this way. On my end it looks like everything was done correct and up to code 

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my name is ******************* my family and I purchased a mobile home in June 2024, once we gained possession of the property we went inside and tried out the ac unit and there was no air blowing through the vents so my boyfriend called Dor mar and set up a time for a Technician to come out . June 14 2024 a technician named ******* showed up. he cleaned off the ac unit and ran some test had to call a guy for help and then told us the compressor was bad. he suggest it would be best that we just replaced the whole unit and he he couldn't really quote us a price because he was an appliance guy who picked up this call because everyone else was busy. so i paid the 100 service fee and scheduled the installation for the Monday coming up. on Monday i received a phone call saying that i would to have a new furnace put in as well and so i called and spoke to a ***** and questioned how it went from the vents not blowing air to needing a whole new ac and furnace and i stated maybe u should send another technician who isn't an appliance guy. she assured me he was lying and was certified. i ended up talking to a ******* who insisted that he would not change the ac unit unless the furnace was replaced and up to code and i said its not the unit its the vents the air isn't blowing through the vents. so after a long conversation i agree to go ahead and have both installed and i kept asking is this going to fix the air flow? June 18 24 ******* and ****** from dor mar installed the unit and the furnace turned on the ac again no air was coming through the vents. ******* climbed under the Trailer and suggested there may be an issue with the duct work ,chances are the old ac unit was perfectly fine... it all started because they sent the appliance guy out to check. i feel like we shouldn't be responsible for something we didn't need. its my belief the person they sent was not an experienced technician and we were manipulated into getting something we didnt need.

  

  Business response

  08/07/2024

  Hey *****,

  On our first visit when we discovered the bad compressor, The furnace was also recommend due to the fact you had a residential furnace installed in your trailer. Due to fire ratings this is against code and you are unable to have these installed in your trailer. Dor-Mar will never install any equipment that is not up to code. Per our contract we were to install equipment to current duct work and electric. With that being said we are still schedule to your home today to help you with any other issues that might be a concern to you.

  If you have any further questions feel free to contact me at ************

   

  Thanks,

  ************************;

  Customer response

  08/18/2024

  The issue original issue was that the air was not blowing through the vents there was nothing wrong with the ** unit the gentleman that came out to look at the issue stated he was an appliance guy.... The furnace issue is a whole separate thing. We have a brand new air conditioner a half assed installed furnace and still no air blower through the vents oh and not to mention the half assed patches hole in the roof and the new vent we need cut out 

  

  Business response

  08/19/2024

  Hey *****,

  Could you give me a call at your earliest convenience ************.

  Thanks,

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

• Initial Complaint

  06/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 05/13/2024, a Dor Mar technician conducted a home visit to address our shower faucet, which wasnt functioning properly. After a brief assessment, the technician determined that the faucet needed to be completely replaced. Aside from the assessment, no other services were provided during the initial home visit. The technician scheduled a follow-up home visit for 05/15/2024 to install a new faucet. On 05/15/2024, the Dor Mar technician conducted the follow-up home visit and installed the new shower faucet. In addition to labor and card convenience fees, the new faucet was invoiced for $300.00. A quote was not provided prior to the completion of the project. After further research, we discovered that the same faucet (Olympia P-3210 [Chrome] Three Handle Tub/Shower Set) can be purchased through ********** for $74.80. Therefore, the Dor Mar price ($300.00) is an increase of more than 300%. On at least four different occasions, weve attempted to discuss our allegation of price gouging with ******************* but theres been no response.

  

  Business response

  07/22/2024

  We apologize for any inconvenience or problem this may have caused. Our operations manager, *************************, is available to discuss the charges with you at your convenience. To ensure prompt resolution, please ask for ****** directly.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 11/20/23 this company solicited an in-home furnace inspection via telephone. In Sept 2023 we had agreed to an inspection agreement which cost about $300. We paid for this agreement via credit card, An appt. was scheduled for the morning of 11/22/23. Lead Technician, Calob B*****, visited our home and promptly shut down our gas furnace claiming we had a carbon monoxide leak. He did not provide any documentation or specifics to back-up his claim of CO leak at that time. He did say the part could be replaced the same day and a work order was signed for $580.00 A few hours later we called him to find out when he was coming back to do the repair. He said he was "on his way", but he needed to discuss with us that the actual cost of the part was $3000.00. He never purchased any parts to my or my husbands knowledge and he definately didn't do any work at our house. He did try to sell us a new furnace and I told him that we had to think about. He at that point said we owed him $300 if we did not contract a new furnace that day. Extortion? 02/06/24 Kayden called and asked to put pmt on CC.. SAID NO. On 02/09 spoke to Skylar who assured me CC would not be charged. On 02/16 CC was charged. They did not have permission to even keep CC on file. This was pure fraud. There was nothing wrong with the furnace to begin with. Another HVAC visited our home and inspected furnace and CO output on 11/24. We have written proof that the system was fine then. We are still using the same furnace with all of the same parts. We already paid for a service call to find out there was never anyything wrong with our system. Beware of this HVAC. Their practices are unethical, some lead techs LIE, no one ever returns your calls, and if they get your CC they don't seem to know what NO means. CC fraud, extortion, harassment, and just plain trying to take advantage of elderly people by scaring them.

  

  Business response

  02/27/2024

  I tried to call you today, I apologize as I've been in the field working. I returned the the amount of $325 to the original payment method. Please give me a call if anything further is needed 

  Customer response

  03/09/2024

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

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my deep dissatisfaction with the services provided by DorMar, the company responsible for the installation and maintenance of our air conditioning system. To provide context, I have outlined the key events... - MARCH 2022- The installation of the new air conditioner was scheduled. - A mix-up resulted in the wrong air conditioning unit being ordered - New unit ordered and installed APRIL 2022 - The next day a quality control technician spent SEVEN hours at our residence trying to rectify issues that had arisen during installation, which he attributed to the original installation team's mistakes. He also pointed out damage to the drip pan that could potentially lead to a ceiling leak if the cutoff switch failed. - The technician disclosed that he had no prior air conditioning experience, which raised concerns about the quality of DorMar's personnel. - DorMar returned to address the issues pointed out by the technician and made the system operational. - JUNE 2023, we noticed the air conditioning system leaking from the ceiling. - DorMar visited and confirmed that the issue was related to the drip pan, assuring us it would be resolved and that the ceiling would be repaired - charged $199 - no one has come to fix this issue to date. Dor Mar has come out TWELVE times to our home and still has not fixed the problem.. Our calls repeatedly go unreturned. Every time we talk to someone we have to begin the process all over as no one seems to know what is going on. This frustrating sequence of events has left us with an improperly functioning air conditioning system and a damaged ceiling that remains unrepaired. We are concerned about the lack of professionalism and experience displayed by DorMar technicians, and the failure to address our issues in a timely and efficient manner. Thank you for your attention to this matter. We hope to see a satisfactory resolution to these issues. ^more photos available on request

  

  Business response

  02/13/2024

  I have been in contact with customer to resolve this issue.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had dor mar come to my home in fix my duct system. I was told about an air purifier that could be put in and I agreed to that. When they came out to work on the ducts He was supposed to put the air purifier in the furnace. I asked him about it and he said. Oh I didn't know you wanted that. They did know i spoke to 2 different people Brandon the service guy and Cindy who works in the office and he didn't have one on the truck. So he would come back the next business day, which was Monday today to put it in. To get the discount. I had to pay for the duct's work and air air purifier at the same time. Today they Cancel my appointment to put the air purifier in. They told me it was for plumbing and I said no I don't use you as plumbers. They looked up my work order and it was marked completed. I still don't have the air purifier. $950 is what I paid for it and don't have it. And they marked the order completed. They keep transferring me to a number with a person who I need to speak to. No one's ever answering this phone. No one's ever returning my phone calls. You would think they'd jump on something like this. I am freaking out. Because I think I just lost $950. And I can't afford that. I also feel like a piece of crap because I feel like I was just used and abused. I just want my money back or my air purifier. And then I never wanna touch this business again. Oh, except, I want the $199 refunded for the service package that I purchased and haven't used any. Because I don't wanna have these people working on my stuff anymore. Please I hope you can help me.

  

  Business response

  01/30/2024

  Ms.******

  I've tried to reach you a couple times. My apologies on the gentleman  not having the part on his truck when he showed up. Dor-Mar has been in business over 60 years and would by no means rip anybody off.

  Please contact me on my Direct line ###-###-#### to get this issue schedule and taken care of.

   

  Thanks again,

   

  Thomas

   

   

  

  Business response

  01/31/2024

  Pam, I just refunded the funds per our discussion. Thanks again and if you have any questions please  contact me directly 

  Customer response

  01/31/2024

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

• Initial Complaint

  01/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Jan 8:  Had 2” of water in my basement around hot water tank. Looked like I could need a new tank.  A friend recommended Dor Mar.  I called and they were prompt to come out.  In looking at the water they took my assumption that the water tank did need replaced.  They did no checking of tank.  Replaced tank and charged me $1700.  Did not clean up the 2” of water standing in the basement. I swept the basement for days and could not get rid of the water.  I called again reporting water still mounting in basement.  They returned.  Spoke to Steve, technician said he had walked around parameter of house and looked all over the basement and could not find where water was coming from.  My sister suggested he look up and check all pipes going into the tank.  I suggested he go upstairs and turn on shower and then go back down to see if it was leaking.  Wahoo it was the shower.  He could not fix it because he did not have parts on his truck – how convenient – another labor charge to come back out.  He came and fixed it and still did not clean up the 2” of water.  Called me and said shower fixed and basement all dry.  Not true.  I returned home to still find 2” of water in my basement.  I have swept 1 hour for 3 days and can not get the water out of my basement which he could have used a squeegee after installing the hot water tank and cleaned it up.  I asked Steve what the shower price would be – he said the owner was going to work with me on pricing. On 1-23 I heard nothing regarding pricing and called Dor Mar.  Conveniently owner on another call and had to talk with Operations Manager – Thomas.  Relayed situation to him and he said because I reviewed the situation with him and said I did not think it right that I should pay for the complete tank but would pay half and was not sure what they were doing about the shower charge since they did not locate it – I did their work for them.  He then got very huffy and said I was going to half the shower price with you but now I am not – you owe the complete cost of the hot water tank and the shower replacement.  He said he could have someone to come out and squeeze out the water in the basement with another labor charge.  What a rip off.   He did say her was recording the conversation.  Several times during the conversation, he would say something about the company negative and I would say you said that I did  not. Dor Mar *** ** **** ****** ******* **  * ****.
  I am an elderly widow and feel like I am being taking advantage of.  Can you please help be resolve this situation.
  
  

  

  Business response

  01/24/2024

  Ms.********  contacted Dor-Mar on a recorded line and asked us if we were the company that installed the current hot water tank at her home and provided us with the address. After looking at our records we did inform her no we were not the company that installed her current hot water tankt. She at that point asked us do we install hot water tanks and stated her tank was a propane tank. Dor-Mar's representee did inform her that we do sell/install/service hot water tanks which she at that point said she wanted to purchase a new hot water tank because hers is leaking badly. Normal procedure this was passed to a salesman which called Ms.******** with pricing on a new hot water tank installation. The price was agreed upon on the installation of a new hot water tank between Ms.******** and a Dor-Mar representee . When a Job like this is agreed upon a estimate is sent to the customer via email which she received and signed the contract. This is now at the stage we create the call and schedule a install crew to go install a new tank which was what Ms.******** had previously signed the contract to do.  Dor-Mar has different divisions inside of the company sales/service/install. We installed the tank per our contract. We were called back out for a service call at this point as Ms.******** stated she still has a water issue on the floor. We did return and find water coming from a place that was not the hot water tank. Ms ******** stated to me that she found the leak her self while our tech was there, the issue was ultimately resolve but she feels the charges for the installation of her new hot water tank and the leaky shower should be discounted. Unfortunately her self diagnosis got her in this situation. Dor-Mar only did what we were asked to do and that was provide her with a new hot water tank.   As stated above our calls are recorded and i can provide them if you would like.

   Thanks,

  Thomas 

  Customer response

  01/26/2024

  I am rejecting this response because: On January 24, 2024 I received two invoices; one for $300 and the other for $174.99. 

  I didn't sign anything.

  I am a widow, and I don't know much about hot water tanks. When I called I said perhaps it is the hot water tank leaking because water was under the tank. I thought they would replace the hot water tank and squeegee hot water from under the tank. I had tried but it was breaking my back.

  I called back and said we need to find out what the problem is. The tech called me and said he walked the perimeter of the house and the basement and could not find a leak. I insisted there was a leak as there is 2" of water in the basement. my sister called to say the only thing above the hot water area, is your bathroom. 

  I asked him to look up and see if the leak is coming from the bathroom. he said he doesn't see a leak. I then directed him to go upstairs and turn on the shower then go back down and see if it is leaking. three minutes later, he said it's your shower. I directed him to go back and turn off the shower, then asked him to replace the pipe. Then he said he doesn't have the parts to replace the pipe, adn he would return tomorrow. I said tomorrow would be great. he called back and said he fixed the leak in the shower the basement is dry. '

  Telling me the basement is dry means the basement is dry, but there was 2" of water standing in my basement.

  I don't ask people to do above and beyond what they should do, but honestly, if you have a squeegee, it would take you 10 minutes to squeegee the water. I don't understand why they wouldn't do it. That is when they became irritated. I wasn't asking them to clean out my basement. I said I don't want to fight with you. Then he said because I was fussing, I would not receive a discount. I said I'm not fussing, we're talking. he said this is recorded. I told him I would not talk over him and he should talk. Then he said you talk. I would begin talking and then he began talking over me again. And again I said I will not talk over you. AS a plumbing company they should know leaving standing water in a basement will cause mold. They are just taking advantage of me as a widow. I just want them to tell me how much I owe. I am willing to pay half as I didn't need a new hot water tank at all, I just needed a pipe fixed in the shower.

  Why am I telling them where the leak is.

  I've called two other companies who said they would not have suggested a new hot water tank without feeling under the tank to see if that is where the leak was coming from. They also said there is a light they sue adn they can see a leak wit the light. 

  So they did a halfway job, and I paid them for a full job, and asked if they would give me a discount on what I paid, a reimbursement of $600.

  I think they should split it with me. I want one final invoice. Thank you. 

  Regards,

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

  

  Business response

  01/29/2024

  I will help her on the last invoice. I will not even consider a discount on the hot water heater install.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 19th, I thought there was a problem with my furnace so I called Dor Mar for a service on my oil furnace. Service Tech Steve H**** came out to inspect and service my furnace. Upon arrival, Steve said that he did not have the parts to complete the service, so he did not open up my furnace to check it over. He said that there would be no charge since he didn't perform the service. I was charged $300 on my credit card for Steve to come out and not perform the service. Next day comes, December 20th, Tech Jeff S****** stops by and performs the service. He asks me what work the tech did for me the other day, I told him that he didn't perform any service and that Steve did not have the parts. Jeff was surprised since the service trucks have all the parts they need for oil furnace servicing. Jeff completes the service, I was charged $173 for the service Jeff provided, which I am happy about. I will need to be refunded $300 because on the 19th no service or diagnostics was performed, and Steve H**** himself said I would not be charged. I have disputed the charge with my credit card company.

  

  Business response

  01/03/2024

  I'm happy to say that this matter has all been taken care of between the customer and Dor-Mar.

   

  Thanks

  Customer response

  01/04/2024

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

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a gas leak on the waterheater. Dor Mar came the same day which was November 30th. We were told that the part would be in on Friday the 1st, however it was not. Then we were to it would be in on Monday the 4th, however it was not. Now we were told it would be here on Wednesday the 6th. I've been without hit water l this time which will soon be a week. My water heater is under Warranty. I Babysit my grandson and have no hot water. Can you please help? We paid money just to have them come and check out the water heater

  

  Business response

  12/05/2023

  I Apologies on the delay of your parts, Unfortunately we are at the mercy of the distributors to get the part mailed to us. As a service company we are doing everything we can to help you with your issue 

  Customer response

  12/06/2023

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

*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. ↩