Complaints

This profile includes complaints for Dor Mar HVAC, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Dor Mar HVAC, LLC has 16 locations, listed below.

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  Dor Mar HVAC, LLC

  228 E Main St Newark, OH 43055-6217

  
• 

  Dor Mar HVAC, LLC

  Ft Myers, FL 33905

• 

  Dor Mar HVAC, LLC

  Naples, FL 34103

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  Dor Mar HVAC, LLC

  20 S 3rd St Ste 210 Columbus, OH 43215-4206

  
• 

  Dor Mar HVAC, LLC

  24 Front St Ste 207 Pataskala, OH 43062-8357

  

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.

• Initial Complaint

  Date:06/15/2022

  Type:Customer Service 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.

  Dormar came to install a new tankless water heater for $4519 which I had to pay at the time, I had also called them for a broken AC problem which they also previously installed and service since I bought the house. The Water heater guys were here all day and were amazing, great workers. The AC guy didn’t show up til 3pm and he was rude and unprofessional from the moment I said hello. He didn’t know why he was there, he said I do not have an AC problem, that maybe the AC unit was too small for the house, which they installed to the prev owner. I asked him what he could do to help with the ac since we were sweating in the living room and he said maybe I need duct cleaning or a new ac. Neither of which he was going to handle. He said I needed to pay $110 even though I had just paid$4519 and got smart mouth with me when I refused to sign the statement that I was satisfied with his work.. I did call and left a voicemail w Stacy but she hasn’t returned my call.

  

  Business Response

  Date: 06/21/2022

    [email protected] ([email protected])
    Fri, 06/17/22 6:04 pm
   
  Felica,
  I apologize for your recent experience. Please contact me direct as I will resolve any ongoing issue.
  
  Thanks in Advanced,
  Thomas M***** * ********** *******
  Dor-Mar Heating, A/C & Refrigeration
  

  Customer Answer

  Date: 06/24/2022

  Description:
  .Service man Steve S****** was rude and unwilling to do job. Charged me $110 after I just paid
  $4519. Their mgmt has not called me back after I left voicemail same day of issue.
  

  Satisfactory Solution:
  Refund $110 and free duct cleaning
  ********* *** *******
  

• Initial Complaint

  Date:05/23/2022

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:05/16/2022

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  ******* ***********