Charlotte air duct cleaner's lack of communication irks homeowner
Published on November 1, 2009
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
COMPLAINT: Tom Smith, Charlotte, N.C.
"I hired Wilson's Wilderness Landscaping for landscaping design, services and materials. We signed a contract for services and materials with a $4,000 deposit. Wilson's wasn't able to start our project until seven months later and offered no interest on the $4,000 they held for over half a year.
"From the beginning, Wilson's gave excuses as to why they couldn't start. Their landscaping design wasn't to scale, it was ink pen on cheap spiral notepad paper - very childish and absolutely worthless. We paid $2,877, 23 percent of the total, on nonlabor, nonmaterial and nonplanting activity. A bit excessive, I would say."
DESIRED RESOLUTION: "I would like to be credited $1,594."
RESPONSE: Chad Wilson, president, Wilson's Wilderness Landscaping
"We feel it is very unfortunate that this scenario has occurred. This gentleman has stated to us he thoroughly enjoyed working with our firm and appreciated our services, quality, design, timeliness and responsiveness during and after the installation process.
"He recently stated that a small tree perished that was explicitly not covered under warranty. The gentleman read and was explained the simple contract he agreed to and declined to have the plants inspected, fertilized and monitored, and also declined a highly recommended irrigation system that allows for a warranty.
"We made specific offers to this gentleman to provide a tree and he declined (outside of our warranty). We have excellent professional standards, team members and a reputation as professional landscape contractors we take pride in."
STATUS: Resolved
Editor's note: The member informed Angie's List that Wilson's replaced the dead tree and he considers the matter resolved.
COMPLAINT: Harry Martin, Marvin, N.C.
"My neighbor hired Autry Septic Tank Service to put in a new drain field. In the process, they damaged a dogwood tree from our property and totally removed it – even going so far as to repair the ground where they pulled it out.
"I contacted them and they wanted to know what it was in reference to. They wanted a picture of the damaged tree, which I don't have. They wanted to know what I wanted and I told them I wanted them to replace the tree.
"I even told him in the process that we could negotiate the size of the tree. Unfortunately, he wasn't interested in doing this. Instead, he said that he would turn it over to insurance. I haven't heard anything since.
"I talked to someone from the office and this employee said that she couldn't understand why he wanted to turn it over to insurance because it's more expensive."
DESIRED RESOLUTION: "I want the dogwood tree to be replaced."
STATUS: Penalty Box
COMPLAINT: Janet Rhoton, Charlotte, N.C.
"I hired Island Boyz Masonry to pour a 24-foot-by-28-foot raised concrete patio with cultured stone stacked on the exterior. It started out great. Don Sasa, [the installer] and his crew were professional and on time, but as the project started, there was some rain that delayed the work.
"Once the patio started being poured, we discussed the level and the intent of the pour. I needed a slight slope away from the house and I asked that there not be any low spots.
"We have 20 to 30 low spots, and the slope runs toward the house, causing severe pooling against the house and runoff into our crawl space. There are footprints all over the concrete – it's like they didn't care about the finish since there was so much junk in it like sticks, leaves and even trash.
"Don won't return any phone calls and is avoiding the architect who secured him to do the job. We should have only gone with an Angie's List contractor, but we trusted the architect, who had used him before."
DESIRED RESOLUTION: "I want them to refund the cost of the repair."
STATUS: Penalty Box