HVAC company resolves Charlotte-area dryer vent dispute

HVAC company resolves Charlotte-area dryer vent dispute

COMPLAINT: Dawn Reminsky, Monroe, N.C.

"I hired Dorton's Heating and Air to clean the dryer vent. The technician came down and said that the brush was caught in the ceiling and he couldn't remove it. I was told the vent was broken or unattached prior to his cleaning and it had to be repaired.

"Luckily, I had an electrician there and he suggested going up through the light fixture and seeing what the problem was. The electrician removed the fixture, looked through the hole and assisted in the quick removal of the brush.

"Dorton's cut a partial hole and fixed the vent and attached it properly. Dorton's charged me an extra $70 to fix the vent. If the electrician had not been there, I would have holes in my ceiling and a $300 bill to fix the vent. I called Dorton's to speak to the manager three times and my calls were never returned.

"They turned a potential heating customer into someone that would never recommend them for anything due to their lack of response."

DESIRED RESOLUTION: "I would like Dorton's to issue a refund or reduce the fee associated with the fixing of the duct they unattached."

RESPONSE: Jamie Dorton, owner, Dorton's Heating and Air

"I apologize that you feel there was a lack of communication. I can honestly tell you that my technician did not tear your vent apart. When he was able to get to the joint in question he discovered that the original installers didn't join the two pieces of dryer vent pipe together as they were designed.

"In the end, you now have a safely connected dryer vent that is clean and poses no fire hazard when what you had before had the possibility of causing a serious problem.

"Once again I do seriously regret you feel you were wronged in any way and will do anything within my power to satisfy you. I believe customer service and overall satisfaction is the most important part of business."

STATUS: Resolved

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