ComplaintsforDoctor Fix-It Plumbing, Heating & Electric

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a new hvac unit in Oct 2022 and have had nothing but problems with it. It stops working and breaks down. Then on 7/32/24 it broke again for the third time and they did come out on 8/1/24 to take a look at it and determined that a part needed to be fixed under warranty but we unable to replace the part or fix my ac that day because apparently they have to wait for approval from a 3rd party which wasn't contacting them back.

  

  Business response

  08/06/2024

  Hello ******,

  
  First and foremost, we apologize for any inconvenience and frustration you have experienced from this unit.

  
  Upon our warranty visit regarding your AC on 8/1/2024, we discovered that your condenser coil needed to be replaced. Due to your unit being installed in December of 2022, it was still under both manufacturer and labor warranty, and we were able to replace it at no cost to you. In order for the manufacturer (*******) to authorize warranty replacement without charging us, the contractor, or you, the homeowner, they require our team to follow an over-the-phone troubleshooting process with your unit. Only when we have followed the manufacturers policy and procedures for warranty replacement will they allow us to remove your unit and swap in a new, functioning one. Our team was having difficulty getting in contact with the manufacturer so that this required process could take place, which in turn caused a delay in our ability to replace your coil. We want to reassure you that we have always responded to your HVAC concerns quickly, thoroughly, and to the best of our ability, and will continue to do so.

  
  Now that your condenser coil has been successfully replaced, our office has reached out to you to follow up and ensure that your heating and cooling system is still functioning and running just as smoothly as our technicians left it. Please feel free to give us a call back at any time to respond with your feedback, or if you have any additional questions or concerns. Our office number is #************ and you can ask for ****.

  
  Thank you!

  Customer response

  08/06/2024

   
  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,
  
  *****************

• Initial Complaint

  04/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have replaced a whole new AC and Furnace in 01/2016, and was never worked the right way since day one. Dr FIX it attempted multiple soultions and none of them worked. Due to my military career, I got moved out of ******** in 2021, but the problems contunes to be aparent with the tenants. I paid different HVAC companies to get a second opinion and they all refer that something is not workig and ask for money. I have a 10 yrs labor and parts warrenty, but I don't trust Dr FIX it to be able to figure out the problem at all, and I want them to either pay reimburse me for the the furnace to pay other companies or replace a whole new unit with a new warranty.

  

  Business response

  04/20/2024

  Hello, Good evening, my name is *********************** I am the owner of Drip Fix Plumbing LLC based in *****************, we currently don't do any work on Hvac and or in **********. I hope for my business that this is just a case of confusion of companies. 

  Customer response

  04/20/2024

  The **** company name is: Dr *** it plumbing

  Customer response

  05/07/2024

  Good day,

   

  The **** company name is " Doctor Fix-It Plumbing, Heating, Cooling & Electric" in ****** CO. I am worried about the **** system that is about to be out of warranty becuase it was never able to work properly fron day 1 of installation. The furnace they installed is off brand that is not known by many other **** companies. 

  Thank you

  Mulu

  Customer response

  05/07/2024

   

  Business Name and Full Address

   

  Doctor Fix-It Plumbing, Heating, Cooling & Electric

  **************************************
  Phone: **************

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

   

   

  

  Business response

  05/24/2024

  Hello ********,
  We apologize for the frustration and inconvenience youve experienced with your HVAC system. We have been working with our HVAC management and installation team to identify the root of the issue, and have determined that it is likely tied to a ductwork and airflow problem. Due to this, we do not recommend switching out like-for-like units, because it will not fix the uneven heating and cooling throughout the home. However, our team is committed to helping find a solution for you and your tenants, and we will continue to be in contact with you to get this resolved.
  
  

  Customer response

  05/24/2024

   
  Complaint: 21603374
  
  I am rejecting this response because: When **** from Dr *** It came and run a diagnostics, he told me there were no other issues other than the furnace I had was too small for the house. I replaced a relatively new furnace based on your recommendation and wa supposed to fix the problem. I also have a duct cleaning company cleaning the system and I was not made aware of any obstructions or restrcitions. I need  to have a more reliable brand HVAC system since this did not work since day 1. 
  
  Sincerely,
  
  *********************************

  

  Business response

  06/05/2024

  Hello ********,

  
  When mentioning the ductwork creating airflow and even heating/cooling issues, we are referring to the ducts sizes and efficiency. We understand that your ductwork may not have obstructions. However, if the ducts are too small or not efficiently routed during the construction of the home, there will be uneven heating/cooling issues in the home. 

  
  Additionally, there has been repeated mention of the units not working since the first day of installation. When looking through our records, we installed the unit on 1/20/2016 and came out to your home for furnace warranty visits 6 times and ** warranty visits 7 times. In 2017, we came out for furnace warranty visits 2 times, an ** warranty visit 1 time, and an ** maintenance visit 1 time. In 2018 and 2019, we came out 1 time each year for a furnace warranty visit. In 2020, we did not come out to the home or receive any calls from you. In 2021, we came out 1 time for a furnace warranty visit. In 2022 and 2023, we did not come out to the home at all. So far in 2024, we have come out to the home for 1 furnace warranty visit. This means that there were four full years where we were not notified of any issues with your system.

  
  While we did not perform work at your home in 2022, we did receive a phone call from you that year. Upon investigation into an inbound phone call on June 20th of 2022, you let us know that you had a different company come out to work on the furnace unit about a month prior to the phone call. This instance, in addition to the fact that the units have not been annually maintained, voids the labor warranty you had with us. Once another company has repaired or installed parts of a unit, we cannot be held liable for any issues that arise or persist from that point on. Despite this void in the labor warranty, we still came out and replaced your control board on 4/22/2024 and did not charge for the labor. 

  
  Doctor Fix-It will not pay for or conduct a replacement of your furnace or ** units for all of these reasons noted above. Any warranty issues that were brought to our attention since installation were taken care of, and issues of uneven heating/cooling are the fault of the ductwork size and efficiency, which is work Doctor Fix-It does not install or touch. The ** unit has only been maintained one time in 2017, and the furnace unit has never been maintained. Another company has performed work on the units, the specifics of which are unknown to us. Despite these points, we are willing to send our HV** Installation Manager out to evaluate the units and any work thats been completed on them. This will inform both parties on whether not any problems are still present, and, if so, the source of them.

  
  Please let us know if you are interested in this offer, but please note that this visit will incur a trip fee because of the voided labor warranty. We look forward to resolving this matter with you.

  
  Thank you.
  
  

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I looked up for the model and the size of the hot water heater for our job and find that a 40 gallon tank at high end price is no more than ******* Yet we have been priced ******* a difference of *******. I'd like to know why such a big difference? I feel that as elderly people and the price may be a ***** that we have been taken advantaged of . We were not told how much this was going to cost otherwise we would have not gotten this and went with a big box for cost savings.

  

  Business response

  11/28/2023

  Hello *********************, 

  Our plumbing manager, *****, has reached out to you or your husband to discuss this issue further however a refund has been issued for the difference in amount. We apologize for this error and will work to make it right as soon as possible! Thank you for bringing this to our attention and for choosing Doctor Fix- It! 

  Customer response

  11/30/2023

   
  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,
  
  *****************************

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had my AC fix, payed for the service, the service added ***** without my authorization it just appeared in my bank statement. the service guy never said anything about these charges. I did sign the invoice think it was for the work the person did, he just added this hidden fee. This guy took advantage of me trusting him. This is fraud and they should be investigated. You cant put a complaint with agreeing or signing on to the website. They refuse to return my money. At this point I will never do business with them or recommend them. Celebrate ******************* who indorses this company should be ashamed of the bad business practices this service guy is probably have done before. Im not looking for ****** back just the ****** membership fee they fraudulently took from me.

  

  Business response

  11/07/2023

  Hello ********************, 

  The membership provided you with 15% off the ** repair. I apologize the technician did not explain this thoroughly to you that it was a reoccurring charge, however the details of the membership are in your invoice. A refund was processed last week for the membership for the months you did not take advantage of the membership benefits. Please contact our office if you have any further questions or concerns. 

• Initial Complaint

  07/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We were billed $******** for a faucet and installation that was never started or completed. The technician they sent did an inspection for an estimate. He told us he would have to order faucets. He never returned to our home or called us. All the tech did was try to assess the problem with our kitchen faucet. Our invoice number is ********* with a claimed invoice date of 05/19/2022. We never signed any paperwork because no such work was ever completed. We only received this erroneous invoice a week and a half ago (06/27/2023). I have called them three times over the last week and a half. Each time I was told that a manager would contact me to resolve the issue in ***** hours. We still have not been in touch with a manager. Again, neither faucet was ever repaired or replaced but we are being billed ********. I would gladly have a tech come to our home and see for themselves that both sinks are still broken and the faucets were purchased from Amazon.

  

  Business response

  08/28/2023

  Hello *******, 

  We apologize for the confusion and concerns with the work we originally went out to your home for. The invoice that you received was automatically sent out when our bookkeeper was reconciling invoices for the end of the year. We understand no work was ever completed and therefore no payment was ever expected nor collected. I have removed the invoice items and resent the invoice with a zeroed out amount. After speaking directly with the customer, *******, she is fine with this resolution. 

  Thank you. 

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my cast iron pipes replaced. They did a good job of getting right in, doing the job, and taking $22k. But, they left my toilet in the shower and destroyed the tile going up my bathroom walls in the process. They also put holes into my walls when they could have walked upstairs and seen the pipes. After weeks of trying to get ahold of them to talk about the damage, I posted a review.....they did call once I posted a Yelp review. But, once I sent pictures of the damaged tiles, they will not call me back or respond to emails I've sent. I'm sure they saw a single woman and figured they can take advantage of them. Just so frustrated because I have to come up with even more money to fix the walls. It took them three weeks to have someone come out and fix the drywall, but silence on the tile. I just want them to give me $1,000 so I can have a professional come in and fix their mistake.

  

  Business response

  06/08/2023

  I have reached out to *************************** and we have refunded her $1,000.00 per her request.  I have let her know she should receive the check/k in the mail by next Wednesday and if she does not, I h/gave her my phone number so she can reach out.

• Initial Complaint

  04/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2/27/2023 *** $5349.45 purchase and install water heater. Plus, parts and disposal of old tank $92.49 ! EA. 3/4 gate value $410.76 Protested these figuers. Representative from ***************************************************************** Phone ********** He agreed to reduce the bill to $3450.00. With 6-year warranty instead of 12 years He was to visit my home on3/30,3/1, 4/1 for me to sign paper work. No show. Still too much for water heater that list for $ ******* Partly my fault for not paying attention.

  

  Business response

  05/09/2023

      I have reached out to *********************** and spoken to him about his concern. He felt like he was overcharged for his hot water heater. I explained that we did credit him over $1,600 back and explained the difference in our hot water heater equipment compared to a retail store's hot water heater. I also went over the warrant that comes with the brand we sold him. I asked him if there was anything else I could help him with, and he said "no." I provided him with my information. In case he has any other concerns, he can reach out to me at my personal number.    

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our air conditioner was not working so called Dr. ********************* The guy who came out said there was a problem with the furnace and it needed to be replaced as well as one of the A/C condensers and the thermostat. He said that all this work must be done to solve the problem. He (***********************) said that he would give me a discount of $1,000 bringing the cost down to $20,000. He assured me that this was a fair price and the lowest that could be offered. I am not an expert on home repair. I checked with some friends and was told that I was severely overpriced. I did some research and found that the charge was 2 1/2 to 3 times what is normal. I called and talked to a manager named ****. He asked for some more detail as to what I found the correct pricing to be and call him back. I collected the info and called him back. He never returned my call. One of the firm's employees was out December 8th to correct a problem with the humidifier. I told him about not being able to get a response from his company. He said he would have **** call me. Still no response from the company. Previously I had talked to someone else at the company and asked for a detailed breakdown of the charges. They said they only bill with one total amount. So that makes it more difficult to pinpoint all the overcharges. Some of the listed items include future inspections which I will not use as I do not trust the company. Shortly after the furnace work was done I scheduled an inspection. The employee said that the water heater was bad and must be replaced immediately or it will start leaking and create problems in the basement. The house is 10 years old and plumbing does not go bad that fast. This company preys on the elderly and anyone who is not very knowledgeable about plumbing details. My income is just from Social Security.

  

  Business response

  12/14/2022

  I have reached out to **** and have scheduled an appointment for us to meet on this Friday the 16th. The purpose of this appointment is to address his concerns on pricing and any other concerns with our company. I will have documentation prepared regarding the recent install and will be happy to find a reasonable resolution for my client. I will submit a further response with our resolution after our meeting on Friday.

• Initial Complaint

  11/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had an ** unit and Furnace installed by this company last year. Due to my traveling for work I am gone for sometimes months at a time. In July of this year I was going to let a friend stay at my condo. I went to my ADT app to turn on the ** unit due to it being warm and it would not work. I called the installer Doctor Fix-It to see what was going on seeing it should be under warranty. They scheduled an appointment and went to see what the problem was. They told me that the had had another person in the same building that had recently had the same problem where there was no power and no coolant. They tried to blame a roofing company for the issue with no evidence except that they had done roofing work. They told me it was going to cost around another $4000 to $5000 to rerun lines. So I contacted the the roofing company and they did remember the issue with the other tenant. They said they had paid half of the rerouting of her line but was not sure it was their fault and wanted a further investigation before committing to anything else. So I had a 3rd party come in to find the breaks in the electrical line and coolant. They narrowed it down to the garage of the previous person who they had repaired before. They also said they did not see any way it could be the roofing companies fault due to lines being run above the garages. So I let Doctor Fix-It know this. So they made an appointment for the guy to come in who originally installed my Ac unit and furnace. I got a call from him questioning which ** Unit he was sent to. He thought min was along the garage side wall and the one they sent him to was amongst some bushes further up. After calling the front office and getting documentation that showed this. Doctor Fix-It finally admitted to unhooking my ** unit and hooking it up to the other persons unit who originally complained. This is just the latest example of the **** poor work that Doctor Fix-It has performed for me.

  

  Business response

  11/03/2022

  We at Dr. ********************** are very sorry for all the headaches caused at this property. While it is correct that some electrical wiring issues occurred at a neighboring unit, The unit in question was not affected by this and the issue was misdiagnosed on our end. We will be reaching out to our client for a resolution on this.

• Initial Complaint

  07/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We contracted with dr ********************** for twice yearly inspections and maintenance of our air-conditioning and heating systems which we also bought from Dr. fix it. Dr. fix it has not been to our house for an air-conditioning inspection in over a year despite repeated attempts to schedule with them. They always cancel the day of the appointment. Every time. Despite this, we have noticed that the doctor fix it is still acquiring new customers online through specials. If they cannot serve their existing customers and they should not be taking on new ones. I have attached a copy of their current sales to demonstrate that they are still taking on new customers.

  

  Business response

  08/10/2022

  Hello.  We certainly apologize for having to reschedule the maintenance on this unit.  We understand that this can cause a lot of inconvenience and frustration to our clients.  With the exceptionally hot weather this summer, many of our clients can be left without a functioning system.  This can create safety/health concerns for our elderly and special needs clients, as well as our clients with small children in the home.  While we value all of our clients, we do need tor prioritize our clients that have immediate safety concerns.  We would still like to come out and perform the maintenance on your system and are happy to reschedule with you at a time of your choosing.

  Thank you.

*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. ↩