Complaints

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ** 9/23/22, I hired ********************** the owner/operator of ***-Tec Service *** to install a new Turbo Dometic ****** BTU **** System after removing the existing system on my yacht: a 1995 Cruiser Yacht Esprit. He also installed an adapter for the existing display and thermostat instead of installing the new display and thermostat that comes with a new **** system. The receipt indicates the part comes with a 2-year warranty. I paid $2100 as a deposit, and the remaining balance of $2100 once the install was complete. ** 9/24/22, when I turned on the new **** unit, al the power shut off in the boat. ** May 19, 2023, the thermostat wouldn't work. It's important to note the boating season in ******* is only from April 15th through October 31st; from November through April 14th of each year, boats are in storage facilities and the **** system can't be worked on out of season because the boat has to be in the water for the **** to be serviced. ** June 21, 2023, the **** system wasn't working. The heat wouldn't blow hot air. ** June 22,2023, he texted me, "It will never blow hot...you need supplements for heating your boat." He texted, I realistically can't check the heat until the interior of the boat is below 75 degrees." He stated, "You don't need heat in the summer." ** June 26th, I reminded him the part was under warranty. ** June 26th he still refused to come service the **** unit. He told me he'd charge a $219 diagnostic and trip charge and made an appoint for July 10th. However, on June 29th the air stopped blowing too. ** July 11th came and texted me the **** unit worked. ** July 23rd, I texted him it wasnt working again. ** August 11th, he sent me an 800 number for End Consumer Product Support Dometic Company. He doesnt return calls or text messages. I have all of the text messages to serve as evidence to support my complaint claim.

  Business response

  05/13/2024

  
  
  dometic ****** turbo that we installed.
  > A quick recap of the situation is the customer wants to have the heat running during the summer on **************
  > The lake water  temperate is currently 79 degrees, the air temperature is 80- 90 degrees ( depending on the day) and the humidity is well over 70 percent.
  >
  > That said, we have been to the clients yacht numerous times at no charge since the install and each time the dometic system is working and performing just as it should.
  >
  > On our last visit to their yacht ( Esprit 3570 built in the 1990s) on July 13, 2023 the temperature outside was 85 degrees the lake water was 79 degrees and it was very humid outside.
  >  The customer insisted she wanted her heat on.  Our service tech had to turn on the air conditioning and wait for 2 hours until the boat cooled down enough to trigger the heat mode on the dometic turbo which it did just fine.
  >
  > The client put her feet up against the heat blowing out and our service tech left knowing the system was performing the way it should ( even though this is a seemingly ridiculous ask and quite honestly nothing weve ever experienced with our yachting customers in the 30 years we have been doing this).
  
  > We have been working on marine air and cruise air long before they were purchased by Dometic.
  >
  > The customer is insisting your dometic unit is not working and or performing properly which is not the case.  The system is working and functioning in the perimeters and scope it is supposed to.
  > She  mentions duct work (which is not part of dometic turbo installation) and was not touched by us.
  >
  > Also, Existing  displays are used in  new turbo installations. New displays sold  separately.

  Customer response

  05/15/2024

  I am rejecting this response because the new air conditioning and heating unit that ******* installed hasn't worked since July 23, 2023. On July 23, 2023, I texted ******* to inform him that the air conditioning and heating unit wasn't working again. The unit doesn't blow cold air nor hot air. The unit shuts off and makes a loud sound as soon as it is turned on. Though I described the problem with *******, he refused to make an appointment to service the unit. On August 11, 2023, he sent me an 800 number for End Consumer Product Support Dometic Company. The last time he responded to a text message was on August 14, 2023. In order for a vendor to service boats in the ***************, the company has to be on the approved Chicago Harbors approved vendors list. ******* is on the vendors list; however, he has breached his contract by not servicing the inoperable "new" unit he installed. 
  

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