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Business Profile

Heating and Air Conditioning

Doornbos Htg & A/C, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/18/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Back in May of 2022 we had Doornbos put in entire AC unit because we purchased the home in December 2021 and that was not caught in the home inspection. So, we spent over ***** to have new lines everything installed. Today on March 18th we find out there is a leak! The technician from Doornbos says we have to pay 285 for a **** leak test! He says there is no refrigant at all and have to pay 141 per pound. We get service done every year and why couldnt they find this out last year? Makes no sense! Also since they installed something faulty we have to pay over a 1000 for something still under warranty. I hope Doornbos refunds us because they installed our first ac and heating unit from our first home and our second home too. This isnt right nickel and diming us loyal customers from 2016!

    Business Response

    Date: 03/19/2025

    Hello ******* *******, Thank you for taking the time to bring this to our attention. We take feedback very seriously and work hard to provide take care of customers needs. Your satisfaction, health, safety and comfort are import to us. We always aim to deliver a great experience and provide high quality professional service. Thank you for being a loyal customer and entrusting us with your home comfort. After doing a thorough evaluation,the technician discovered the coil that is under the 10-year part and 1-year labor warranty is being recommended to be replaced. We would like the opportunity to talk and investigate your feedback further. We aim to deliver quality service each time our team is out. Please contact our service team at ************* so we can discuss your experience.

  • Initial Complaint

    Date:12/08/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    I purchased a MagicPak unit from Doornbos in June 2021 to replace the old unit in my condo. Since the install I have had continuous issues with the unit when using the heat. The unit initially began overheating and producing an alarming burning smell. After having technicians out numerous times with no resolution to the problem, the Doornbos team installed a fuse box within the unit to prevent overheating, but the unit continues to overheat. When the unit overheats the electrical fuse is blown and the electricity to the unit is cut off, causing the home to be without heat. The only way to restore the heat is to have a technician come out to replace the blown fuse, which is a consistent inconvenience. The only resolution I have been given is to have the unit operate at half capacity, but the power at half capacity does not adequately heat the home. I was assured that the appropriately sized unit was installed, matching the specifications of the unit that was replaced. Doornbos suggested I have an electrician inspect the condo for possible electrical wiring issues, so I hired an electrician and the inspection report confirmed properly functioning electricity. Before this installation I had never experienced electrical issues with heating and cooling. I replaced the unit because it was old and no longer had air conditioning function. I am very disappointed with the customer service I have received. Even as the winter is among us, there is no urgency to resolve this issue and it is a safety concern. I asked the service manager if the unit could be defective and should be replaced, but he is persistent that the issue is not the unit. There was mention of contacting the manufacturer, but I have yet to hear any plan for resolution.

    Business Response

    Date: 12/30/2022

    Hello *****, Thank you for bringing this to our attention. Your feedback helps us do better. We apologize that our service initially did not meet your expectations. This is an uncommon instance as we are known for taking ownership and caring deeply about our customers. We are committed to your satisfaction and comfort.

    Since this review was posted we have followed up with you and  our service team who was out to resolve the issue and reported your unit to be operating to your satisfaction. Please feel free to reach out to ****, our service Manager at ************ with any *************** or questions.  here...

    Customer Answer

    Date: 01/03/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

Doornbos Htg & A/C, Inc. is BBB Accredited.

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This business has committed to upholding the BBB Standards for Trust.

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