Complaints

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• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 3rd our ** wasnt working so I called Dorrian to see what their availability was. They were able to get a tech (*****) out that afternoon which was great. ***** found the evaporator coil was froze up and his diagnosis was due to the outdoor unit being dirty. He also noted the system was low on refrigerant (R22) and he could charge the system and run a sealant through it to stop the leak. He did note doing this would act as a band aid and it should last about two years so we should start saving for a new system. This made sense to us since our system was about 16 years old. All said and done he put a little over two pounds of R22 in the system along with the sealant. Altogether the bill was $956.97 (Service call $90, Diag $115, R22 $441, Sealant $225, tax $60.97 and mileage $25) and we were up and running. Sadly by Thursday (July 6th) evening the ** was doing the same thing. When Dorrian had ***** come back out on July 7th he said the system had a bad leak and we needed to replace the ** Unit. It wasnt until July 11th that **** called us with pricing and availability of a new ** unit. He quoted us $6,413.35 for a new 3 ton, 14 seer ** unit which he said was the only option and the soonest he could get to us would be July 14th. When asked about the previous bill he did say hed credit us back $475. I knew from research the pricing on the new ** unit was way out of line but as a young family with small children and the temps in the upper 80s to lower 90s that week we were desperate. I initially said lets do it. I truly feel he inflated the price of the new unit knowing they had misdiagnosed it the first time and by providing a credit he could cover their tracks. Right after the call with ********** spoke with a friend who recently replaced their ** unit and he gave me the name of another HV** company, so I called them and they not only had availability but they were a heck of a lot cheaper and they could do an install the very next day (July 12th). The other company had provided me with two options for a 3 ton system (A 13 seer ** for $4,479 and a 16 seer for $5,983). I then called **** back with in hours from our previous phone call and let him know we didnt need their service as we had found someone else that could do the job the very next day. Again, we are a young family with small children and the temp in our house was 80 (+) degrees. A few days later I asked Dorrian when I could expect my refund since they misdiagnosed the issue the first time, **** told me they wouldnt do that. Through conversation he even admitted they could have done a more in depth pressure test to check for major leaks but I was never given that option. When I asked why I wasnt given that option he said their job is to get people up and running and they dont have a crystal **** if something happens after that. Again, he admitted they could have done a more in depth pressure test to find the leak the first time but I wasnt given that option. He then said hed make a phone call to see if they could provide a refund but wasnt going to make any promises. Two days later (after I had to follow up) he called me and said he spoke with *** and they werent going to provide any kind of refund. As a consumer, we are supposed to trust in the professionals who are highly trained; from my experience I felt Dorrian was trying to take advantage of the situation we were in. All in all, I felt I was being very reasonable requesting a refund of $475 as I understand a service call fee, diag fee, techs time, etc.

  

  Business Response

  Date: 07/28/2023

  Good Morning,

  On July 3rd we were contacted by ****************** in regard to his ac not working.  We sent a technician out and found that the unit was low on refrigerant.  The technician discussed with him that we can charge the system and add leak sealant for a temporary fix.  It was also discussed that this is a bandaid and he would need to look into a new system down the road.  Unfortunately, the sealant did not work, and we were called by ****************** on July 7th for no cooling.  We dispatched a technician at no charge and discovered a leak in a deteriorated coil.  At this time due to age, it was suggested to install a new a/c.  We had quoted a new a/c and ****************** asked if we refund him on the previous service bill since he was having to install a new system.  I agreed that if we did the installation, I would discount half of the service ticket off of the installation price.  He agreed to that and gave us the go ahead to install the new a/c.  I also informed him that we wouldn't be able to install until July 14th which he also agreed to.  This is due to prior jobs on the schedule and lead time to acquire the equipment from the supplier.  In the meantime he contacted other companies and was able to find someone else who was able to install sooner.  At that time, he had called and cancelled his installation and asked when he was to expect his refund.  At that time, we had discussed the situation and elected to not refund due to a restocking fee we had incurred for returning the equipment and the 2nd service call at no charge.

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20387829
  
  I am rejecting this response because: There was never a restocking fee discussed on July 11th when I cancelled the order within hours.  In fact, I was told on the 11th the unit wouldnt be available for pickup until the 13th which means it hadnt shipped yet by the time I cancelled which means there would be no re stocking fee.  This supposed re stocking fee was only brought up after I received the phone call back from **** after he spoke to *** about a refund.  Why would that be the first time a re stocking fee came up?  I work in an industry where a restocking fee is a thing so Im familiar with the process.  What proper documentation is there that Dorrian was charged this fee from their supplier and they paid it?
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/02/2023

  Good Morning,

  The $475 credit was if you purchased the equipment with us.  The re stocking fee was not discussed originally because we were unaware that the equipment had already shipped.