Dorrian Heating & Cooling Inc

"Having built twice, and having had to have repairs before that, Dorrian Heating and Cooling was great to work with. The entire house is comfortable, but when the house was newly constructed we were having issues with one bedroom being extra cold. These guys didn’t stop until they found the root of the problem and fixed it right. For us, the return air cavity had been insulated, Dorrian Heating and Cooling found and fixed the issue. I could not recommend them more highly."

"The best HVAC professionals in Des Moines. I would highly recommend Dorrian to anyone looking for a service agreement, HVAC work or a new system. They have great people who are responsive, knowledgable and care about the work they are doing."

"I've used Dorrian Heating and Cooling for about 10 years for annual furnace, air-conditioning and fireplace maintenance. They do a great job keeping our equipment operational. I've also had Dorian replace our water heater and for a couple service calls. Their technicians are professional and provide good explanations of work performed. I trust them with all our HVAC needs."

"Please read before hiring Dorrian Heating & Cooling. On July 3rd our AC wasn’t working so I called Dorrian to see what their availability was. They were able to get a tech (Aaron) out that afternoon which was great. Aaron found the evaporator coil was froze up & his diagnosis was due to the outdoor unit being dirty. He also noted the system was low on refrigerant (R22) & he could charge the system & run a sealant through it to stop any leaks. He said doing this would act as a band aid & it should last about 2 years so we should start saving for a new system. All said & done he put a little over 2 pounds of R22 in the system along with the sealant. Total bill was $956.97 (Service call $90, Diag $115, R22 $441, Sealant $225, tax $60.97 & mileage $25) & we were up & running. By the evening of July 6th the AC was doing the same thing. When Dorrian had Aaron come back out on July 7th he said the system had a bad leak at the evaporator coil & we needed to replace the AC Unit. It wasn’t until July 11th that Josh called us with pricing & availability of a new AC unit. He quoted us $6,413.35 for a new 3 ton, 14 seer AC unit which he said was the only option & the soonest he could get to us would be July 14th since they couldn’t get the unit until the 13th. When asked about the previous bill he did say he’d credit us back $475. I knew from research the pricing on the new AC unit was way out of line but as a young family with small children & the temps in the upper 80s to lower 90s that week we were desperate. I initially said let’s do it. I truly feel he inflated the price of the new unit knowing they had misdiagnosed it the first time & by providing a credit he could cover their tracks. Right after the call with Josh I spoke with a friend who recently replaced their AC unit & he gave me the name of another HVAC company (Indianola Mechanical), so I called them & they not only had availability but they were a lot cheaper & they could do an install the very next day (July 12th). Indianola Mechanical gave me two options for a 3 ton system (A 13 seer AC for $4,479 & a 16 seer for $5,983). I then called Josh back within hours from our previous phone call & let him know we didn’t need their service as we had found someone else that could do the job the very next day. Again, we are a young family with small children & the temp in our house was a constant 80 (+) degrees by now. A few days later I asked Dorrian when I could expect my refund since they misdiagnosed the issue the first time, Josh told me they wouldn’t do that. Through conversation he even admitted they could have done a more in depth pressure test to check for major leaks but I was never given that option. When I asked why I wasn’t given that option he said their job is to get people up & running & they don’t have a crystal ball if something happens after that. He then said he’d make a phone call to see if they could provide a refund but wasn’t going to make any promises. Two days later (after I had to follow up) he called me & said he spoke with Don & they weren’t going to provide any kind of refund because they didn’t charge me to come back out on the 7th & they had a restocking fee on the new unit. The funny thing is, Josh never said anything about a restocking fee on July 11th & not even on our initial conversation when I asked about the refund. It wasn’t until he spoke with Don that all of a sudden they said there was a restocking fee. I have even asked them to provide documentation that they received & paid a bill from their supplier on a restocking fee. To date, I haven’t received that documentation. As a consumer, we are supposed to trust in the professionals who are highly trained; from my experience I felt Dorrian was trying to take advantage of the situation we were in. I felt I was being very reasonable requesting a refund of $475 as I understand a service call fee, diag fee, tech’s time, etc. I hope my story helps the next person who is considering using Dorrian Heating & Cooling. Don has my information if he wants to reach out to me to make things right."

"Cannot say enough good things about Dorrian as a whole. We have been using them for years and everyone has always been kind and professional. (Moni - you are a rockstar.) I’m writing this review after a week of 90+ temperatures. We came home around 9:00 on Friday night to a HOT house. I called and left a message, hoping to hear back Saturday morning and expecting a miserable night of no sleep. I got a call from Berton within a few minutes and he talked me through trouble shooting and, thankfully, got the issue resolved. They genuinely care about having their customers for the long term and I can’t thank them enough. Their customer service is the reason we got the maintenance program. When Berton called, he was finishing up a long day after a long, hot week. Despite this, he was positive and patient and I ended the call with him wondering how he stays so cheery in the heat. Thanks Dorrian!"