Extremely disappointed with the service. The technician showed up, swapped out a filter we already had, and left—without actually addressing the issue. He told us to wait 30 minutes and call customer service if the air still wasn’t working. After waiting two hours, I called and was met with a rude response from a customer service rep who scolded me for calling “after hours,” as if I should’ve known their schedule. No one followed up in the morning as promised. Thankfully, another company stepped in first thing and resolved the issue properly. Dor-Mar wasted our time and offered zero resolution.
Response from Dor-Mar Heating & Air Conditioning:
We are sorry to hear about your issues, let it be known that our system tracks everything from phone calls to dispatches. We have reviewed all the information in your account and would like to note all notes and pictures of diagnosis of the unit are in our techs Dispatch and that we have no record of any type of confrontation between you and our Live Service Agent or our CSR who followed up behind them to inform you that they were new and mistakenly schedule you for an after hours call. As we do not offer after hours service for our Commercial Properties. Our CSR did apologize for the mistake and got your appointment moved to the next available slot. Though we are pleased to hear your issue has been resolved, it is unfortunate we were not given the proper chance to right our wrong.
