Dahlquist Heating & Cooling, Inc.

Service Work done on 1/3/2017. Customer was not on site. Tech called customer and got repair approved and paid for before work was completed via telephone. Repair was completed on 1/3/2017. Company policy is all repair work is done at time of service we do not billCustomer
called after repair was done questioning warranty coverage. Unit does not have to be covered since the is subsequent owner...new owner has NOT transferred warranty into his name to date. Manufacture said to put through warranty, as requested I got all needed paperwork approved and $credit for customer. Per company policy, $is on account for customer to use within months. If he chooses to not use it then it will dissolve in months

Tell us why here...Sir, we have explained ourselves numerous times to you.  The $1080 was for the complete job, not just the part.  You approved the repair and ok'd the work to be done.  You paid for it.    The $219 is what Carrier gives us back, That is the price of the part only.  No markup, shipping, paperwork needed to file and time included, travel, labor, restocking fee's, ect.....You have a $219 credit on file with us.

Not sure if you understood my last couple comments so I will try again. I know the part didn't cost 1080 $. I understand you mark up the part 100 to 200 percent. I understand there's shipping and paperwork involved. I know travel was 150$ for 45 min. destination and 90$ to look at the furnace and then 3 to 400$ to   installed the part"about an hour". I got all that, the  part I don't get is that I paid for the part and Carrier reimbursed you for the same part.  That amount should  of either been deducted off the original bill or refunded back to me. Not  as a credit to me as for you to make more money off of. I should be refunded the 219$, bottom line. Word of mouth and social media are useful tools to deal with this. Word is spreading.

We purchased a pellet stove through Dahlquist on 3/3/2014. Early in May the stove quit completely. We did the troubleshooting according to the manual and could not find a problem. We called Dahlquist and were told that we are too far away (we are 75 miles away) and they could not come to service the stove. If we wanted him to check out the stove, we had to bring it back to the shop. Now mind you, this stove is cast iron and weighs about 300 lbs. It would also mean uninstalling the unit. We did a troubleshooting over the phone and found that the control box was burnt. We were told that we had to return the box to them before they could replace it. This would mean mailing it to them and waiting for a replacement by mail. He checked his inventory and did not have a control box. He would have to order one from the factory. We told him to order one right away and then we would return the defective one. During this time we are not able to use our stove and our nights were still below freezing. After about a week, we still did not hear anything so we called Dahlquist. We were told the part had to come on the truck and they did not have enough for a minimum order, so it would be ordered the next day. We were told it could not be shipped Fed EX or UPS. At this point we called Quadra-Fire (the manufacturer) and filed a claim. We were told the part could be shipped separately. They also told me that the dealer was required to service the stove as part of the warranty. I finally received an email on 5/27/2014 from Dahlquist stating they had my part and would send it priority mail. We informed Dahlquist that they were required to service the stove because we were concerned that something else may be wrong. We were told that the purchase was a cash and carry and we had no warranty because they did not install the stove. We were also told that they would not get reimbursed for mileage if they came to service the stove. We called Quadra-Fire again and told them what the dealer told us and they were very confused. We were told if we purchased the stove from a qualified dealer, we had warranty which included serivice. At this point, we have no service and no real resolution. We are not at all pleased with this whole experience.

Do not trust the quality of work this company provides installing a boiler furnace. They installed a new boiler in our house 10 years ago and parts have been failing over the last few years. Recently a pump quit and Dahlquist charged $407.00 for the new pump and $112.00 for 45 min to change it. We looked up the pump online and the cost was $82.00. We spoke to another heating company in Rhinelander and they told us there must be a reason why parts are failing. We hired them to come check our furnace and what they found is very disturbing. The pump was installed on the wrong side of the pipes (the out-take side instead of the in-take side), the pipes were all the wrong size, the size of the furnace was too large for the size of our house, so it has been working harder than should be because it cannot circulate the hot water fast enough. There should have been a transfer tank so the furnace would not be re-cycling constantly to try to move the hot water. It was missing valves and valves were in the wrong locations. One year after purchasing the furnace the company had put out a new circuit board to remedy some of the problems the furnace had and Dahlquist never upgraded the board on our furnace. The pumps Dahlquist installed were all too small and cheaper quality so they did not help with the water recycling. In-all the cost to totally correct all the mistakes will cost us $6,000. and that $407.00 pump will be thrown away. Businesses that do this to customers to set them up to be constant maintenance need to be stopped from doing this to another customer.

We had been having some issues with an older furnace. It was running but not properly. On January 25, 2016 we decided we needed to have this problem looked into. Not having ever dealt with a local heating and cooling business in town, we randomly chose Dahlquist Heating and Cooling. A service man showed up at our door 30 minutes later and was a nice enough guy, there to do his job. After about 20 minutes of trying different things he came back up and told my husband that he really didn't find anything but he suspects that it needed a new board. He then proceeded to tell us that the part would cost $576.90 and because it was such an expensive part that he would need the money up front, that day. We were a little taken back that we would have to pay for something that we had not yet received, but my husband wrote out the check. We had been expecting a larger expense and were thankful our furnace would soon be running properly. To our surprise before 8:30am the next morning we received a call from Wally, The message he left on my phone stated that the part we needed was not available due to the age of our furnace (22 years) and that I should give him a call back. I did that but this conversation was a bit different. Wally now stated that he could get the part and could fix it but they needed the whole control board "and a bunch of other things", it would just be too much money. What we really needed to do was buy a new furnace. At this point there were some red flags going up for me. Two different stories, now needing more parts.....I wasn't sure what to think and told him I needed to talk to my husband about this and I would get back to him. To our surprise, the crazy furnace seemed to be working a little better, and not sure what to make of Wallys stories, we decided to just give this some time and not get into buying a new furnace right away. So on January 27 I gave Wally a call back. I told him that the furnace seemed a little better and we decided to hold off a bit on buying anything. He gave me some info on the furnaces that they sell and I said I would keep that in mind. Before we hung up I quickly asked about that $576.90 check. His response to me was, "Oh, we don't give refunds, we will only apply that to another service". I replied, "That would not be considered a refund. The money was for a part that we never received". He informed me that he would look at his paperwork and call me back. We never did receive any call back, but we immediately put a stop payment on that check. On March 15, 2016 we received a packet of info in the mail, part of which contained a bill for $210.89. Itemized it was $89.95 for the service call, $99.95 charge for the service man and a $10.00 stop payment fee. Our check sat in his office until March 3, 2016 before it was ever taken to a bank to try to cash. Six weeks had past without any notification from Wally as to what his intent was with our $576.90. This is unspeakable customer service. I have a brother from out of town and when I told him what had happened he initially thought I was joking, he had never heard of such a thing. However, as we began to tell others locally we heard over and over of people with similar stories.