ComplaintsforDauenhauer Plumbing / Heating & Air

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The plumber arrived to repair our toilet. We had purchased a flapper at Home Depot with the intention of doing it ourselves. He examined and stated we needed everything in the toilet replaced. He completed his work in 15 minutes and stated that the issue had been resolved. He charged $266- which we thought seemed pricey (after a senior discount). I used the restroom and left to do yard work. The toilet kept running because the chain was down inside of it. I called and kindly explained the issue, we weren't upset at all and understand that mistakes happen. They returned the call and said "we will come out, but it will cost you". They stated that they have to do what the customer says- whether our part was defective or not. If they would have told me the part was defective, I would have been more than happy to pay for another part provided by the company as well as paid for the labor. When I spoke with him, he insinuated that the flapper was broken. More than anything, he was extremely argumentative with me. I apologized that we couldn't work it out, and he continued to put the blame on us. My husband is disabled with severe parkinson's disease, and we were so disappointed in the way we were treated.

  

  Business response

  04/27/2023

  At Dauenhauer, we truly appreciate our customers and hearing that one of our customers did not receive the treatment they deserve is nothing short of distressing. Having consulted with a plumbing manager, we are refunding all of the money for this particular service. 

• Initial Complaint

  03/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  March 14, 2023 Called for an estimate to plumbing issue. Was told there is a 10.00 Gas fee if I decide not to have tech fix problem. Plumber arrived was there less then 5 min looked at piping leaking and said needs to clean out main. Told me they have a crew for that and an appt would be setup. Then he charges me $193.00(their hourly rate). I told him it is 10.00 fee he argued and said I was told wrong. I asked if it goes towards the repair and he said no, that was just for him to show up. I called office, was told he was wrong. They said a customer care leader would call me back. I canceled the job until someone called me back. Fast forward to March 24th, 4 calls later to them, told by each person he was wrong. Told no customer care or manager was available each time and NO RETURN CALL to me. I contacted my bank for options and they told me to issue complaint and to.come in and fill out papers. Gave the company til 12pm 3/24 to have management to.call.me back before I took other actions. At this point I've had to hire another plumber that did the work for 1/2 the cost I paid them. I was never sent a receipt, so only docs i have is from my bank statement. Please help me!

  

  Business response

  03/24/2023

  This matter has been resolved as of 03/22/2023, prior to this review. The actual customer, Mr. ******, has been notified. Mr. ****** will be receiving a full refund including the $10 fuel surcharge. 

  Customer response

  03/29/2023

  
  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

  03/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Feb 13, a tech from Dauenhauer Plumbing serviced a back up in my basement bathroom. I had just purchased a new toilet and it had not been installed. On the invoice it states that the toilet was taken apart and reinstalled. The toilet was still in the box. I reached out to customer service and was told I had been overcharged and was due a refund if $117. I have not received refund. I followed up with customer service and they have not responded.

  

  Business response

  03/31/2023

  This complaint was received by me on 03/23/2023. I show that the refund was processed back to the customer on 03/18/2023. This was refunded back to the customer's card.

  Customer response

  04/02/2023

  
  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

  03/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dauenhauer heating and air came to my house on February 20, 2023 as part of a prepaid service contract I have with the company. I ordered replacement furnace filters which the technician brought with him. I wrote a check for the amount of the filters for $102.00. I gave this check to the technician. Two weeks ago I got an email invoice for the furnace filters saying I owed $102.00. I immediately called the company. I was told that no one was available to talk to me then so I emailed the person who sent the billing invoice, ******** ***** I asked her to please contact me via phone. She didn’t return my email and never called. I subsequently called the company 4 more times and emailed them on March 21, 2023. Every time I have called I’ve been told someone will contact me and as of March 23, 2023 no one has. I have been told my check was never received. I’ve been told it bounced which is impossible and not true. I checked my online banking account and the check was never processed by my bank. I simply want to get my check back and pay the bill in person by credit card so there will be no further dispute regarding my payment. I’ve been dealing with this issue for 3 weeks and to not have received a phone call is unacceptable. Thank you for your assistance with this matter.

  

  Business response

  04/11/2023

  Due to an unforeseen system issue within our accounting department, there was a delay in the processing of refunds. While this delay was unfortunate, it was in no way intentional. Refunds that require a check to be cut may also take more time than if we are refunding back to a card. According to our records, this refund was posted on 03/08/2023.

  Customer response

  04/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I was not due any refund. I was asking for someone from the business to either process the check I gave to their technician on the date of service, or to return the check to me so I could pay by credit card. I wasn’t contacted by anyone from the business regarding this issue. I am still in limbo as to if this bill has been taken care of. 
  
  Sincerely,
  ***** ****

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As part of a recent HVAC installation, Dauenhauer returned after much coaxing on Nov. 15 to complete an agreed-to duct cleaning project as part of the total purchase. During this service, their technician punched a hole in our drywall. He said that he would report this to his supervisor to get a repair handled. When no calls from supervisors were forthcoming, I reached out to Customer Relations Manager **** ****** to seek assistance. **** promised over the course of multiple calls and emails to get the problem fixed. When the problem had not been addressed by Dec. 12, I requested escalation to a general manager. **** told me that he had referred my request to his boss ****** and that ****** would reach out to me. As of 2:30 on 12/16, I have not yet heard from ******. Efforts to get an email address for a branch manager have been rebuffed by all. The hole in our drywall remains unrepaired.

  

  Business response

  01/25/2023

  We have already addressed and repaired the damage to drywall In December.  We also offered a free UV light for the inconvenience to the customer and they declined.

• Initial Complaint

  11/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In December of 2021 and February of 2022 I had work done by Dauenhauer for a private tattoo studio. The estimate was for installing two sinks for the studio and repairing some plumbing in the basement to bring it up to code. It said on the estimate that if I purchased the sinks and fittings myself they would reduce the price they estimated. (That it would be subject to reducing) I have $800 left to pay, but over half of that should be taken off due to me purchasing the sinks and fittings. I have called *at least* 6 times since April of 2022 trying to resolve this issue. Everytime I call, they tell me they can see I have called several times. I tell them I want to speak to someone who can help me with reducing the amount I owe, due to having purchased my own sink and fittings. They tell me no one is available and they'll call me back when they are available. They continue to invoice me without *once* calling me back to discuss this issue with me. Also, the hot and cold water were installed backwards in one of the sinks, the garage and basement were left a mess after the plumber left. I would greatly appreciate this being resolved. I would like things to be fixed on their dime, not mine. I would like to have the $800 bill properly reduced. And I would like it known that I will *never* be using or recommending Dauenhauer to anyone. And I have a large clientele that I see every month, that are well aware of how this company has done me wrong. Thank you.

  

  Business response

  11/11/2022

  Good afternoon! According to our records, the balance of $800 was adjusted off on 10/31/2022.
  
  ******** *****
  Kentuckiana Call Center
  Customer Relations Manager
  ************************************
   
  

  Customer response

  11/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  First and foremost, the fact that I've been trying for nearly a year to get someone on the phone to communicate with me is ridiculous. Secondly, they did not respond to the fact that the hot and cold water are still reversed on one sink *and* to the mess they left in the garage and basement. Perhaps it's just typical for plumbers to leave messes everywhere they go, but I consider it unworkmanship and unprofessional. 

  Until they are able to communicate with me and resolve these issues they will remind unpaid. As I stated to the last customer service representative I spoke with: apparently they will contact me when they deisre to get paid. 

   

  But if this "unpaid" bill is affecting my credit score I will be furious. 

  
  Regards,
  
  ******* ****

• Initial Complaint

  10/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 7/18/22, in response to our call for service, Dauenhauer technician ***** ***** performed unauthorized work on our Air Conditioning unit. He then falsified our signature twice, once for authorization and again for statement of completeness and willingness to pay. He also refused, when asked, to provide a copy of the invoice. After receiving the invoice from the company later - invoice ******* for $958.00 - we contacted Dauenhauer to voice our concerns. A manager there assured us that the work was necessary and he insisted that he would not lower the billed amount. We reluctantly paid the invoice. On 8/24/22, the repaired AC unit failed completely. A technician from another HVAC company inspected it and diagnosed the cause as being the work that was done incorrectly by the Dauenhauer technician. He called Dauenhauer directly and explained the situation. They admitted that the technician had mishandled several service calls and was no longer with the company. They also agreed to replace the unit and to refund us for the $958 from July. They then called us and promised the same. On 8/25/22, they did replace the unit. However, they have not refunded the $958 charge. We have called several times and not gotten return calls and we have used their Customer Contact page to request action. Still no response.

  

  Business response

  01/25/2023

  We have taken care of this customer in 2022.  We replaced the unit 8/25/2022 for no charge and we did refund the full amount of $958 on 11/9/2022.

  Customer response

  01/26/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  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. The business did perform these actions and I consider this complaint resolved.

  
  Regards,
  
  ******* *****
  
  

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• Initial Complaint

  09/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My ******* are elderly and have received service from this company. I placed a call to them yesterday (9/13/22) and spoke to *****. I expressed my concerns and that I would like to speak with someone, she put me on hold to write an email to someone about my concerns and said I would receive a call by the end of the day yesterday. It has now been 24 hours with no call. This company visited my ******'s home 3/30/22 for a plumbing issue - they used a snake to clear a pipe and after 15 minutes of work, they charged my ******* $400. I was concerned about that cost at that time, as were my ******s. Well, they came back out on 6/6 because there seemed to be another clog in the same pipe and my *** said that really did a lot of hard pounding on this pipe. Now, as of 9/9/22, this same pipe that they have worked on twice is broken and needs replacement. They have quoted my ******* $3,436.00 to replace this pipe. I am concerned that this company is attempting to take advantage of my ******* and I would like to be contacted by someone. I would like a detailed explanation of their charges and hourly fees and I would like to know how a pipe just gets broken unless this company damaged it during prior work. I don't have any supporting documents as I live in ***** and my ******* are in *** ******* ********

  

  Business response

  09/21/2022

  One of our plumbing managers has spoken to the home owners and their ******** to reassure that we are not taking advantage of the customers.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We've had an issue with our rain shower head since our new build was completed. The issue is that the rain shower valve isn't plumbed correctly to begin with. When you turn the handle it keeps both shower heads running instead of just having the water go to the rain shower head. Dauenhauer came out before we even closed on the house, cut a hole in the drywall and said they fixed it. Nope, it still had the same issue. We called again after we moved in and they sent someone out who said they couldn't fix it but would have the office send the right people out. After trying over and over again to get in touch with the new construction department (I think her name is Lisa), someone else finally answered and scheduled someone to come out. That person came out and said they can't fix it either and the people that did the original plumbing rough in would need to come and fix it. He said he'd tell the office and have someone contact us. Of course they never did. After numerous voicemails and calls made to **** and the new construction "department" were made unsuccessfully, I have resorted to filing a complaint. It shouldn't be this hard to get a company to do what they said they are going to do. I'll never recommend Dauenhauer to another person in my life and I've let my builder know to drop them immediately from their future builds.

  

  Business response

  08/25/2022

  This customer's complaint has been forwarded to the Dauenhauer New Construction office. They will contact the customer about this issue.
  
  ******** *****
  
  Customer Relations Manager
  
  ********* ********
  
  Kentuckiana Call Center
  
  **** ******* *** *********** ** *****

  Customer response

  08/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** **********
  
  

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  They’ve reached out to me to schedule a time for them to fix this issue. They said they’ll be coming out on Monday. 
   
  

• Initial Complaint

  02/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We had a leak coming from an upstairs bathroom. Dauenhauer sent a plumber and apprentice to assess the problem. They cut a 1ft square hole into the ceiling of the floor below to access the leak, directly beneath the toilette where the leak was first discovered. Without running much water, the plumber and apprentice could not agree on where the leak was coming from. No estimates were given and they left with problem unresolved. We called dauenhauer back and they sent an estimator who would not subscribe to the beliefs of neither the plumber nor apprentice, but instead insisted that we have the shower floor- next to the toilette-removed so they could better access all the pipes. They recommended doing as much demolition on the floor as I personally could so as to save on the cost of a remodeler. When I had removed all of the tile on the shower floor I called dauenhauer back for clarification on the next step of the process, and asked to speak to the same estimator who had visited before. This time he told me to have the shower floor replaced before they would come and fix the leak, contradicting what he first told me. Since then, the plumbers have ignored all messages that I've left with their office. A separate plumber came and fixed the actual leak- the wax seal under the toilette- in less than an hour, and in one visit. Thanks to dauenhauer's incompetence, I'm now left with an unnecessary bill to replace my shower floor that never should have been removed in the first place.

  

  Business response

  04/06/2022

  3/24/2022 We reached out to *** ****. They are retiling his bathroom and *** **** has gotten an estimate for the labor portion and he's in the process of picking out his tile. 

  Kind regards, 

  Customer response

  06/20/2022

  [Dauenhauer has corrected the issue and I'm pleased with the results that we got. ]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* *nd find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  ******** ****
  
  

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*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. ↩