Reviews

Hopefully it will let me give no stars. I had to call about sewer backing up in my house. They were the only place that called back. It actually took them 4 times coming out before finding the problem. Then the crew came out to fix the break asmuing the break was inside cause the third team told them it was. They destroyed my bathroom to find the break was on the outside. I was upset cause of it taking this long. We only have one bathroom. I had a supervisor come out. They supposedly fixed the problem. Needless to say two years later and lots of calls to the city and other plumbers, the problem I'm having now is cause they didn't put the outside line in right. I have tried working with them, put have been getting a run around. The city is the only one trying to help with the problem. If I was you, don't use them. Very unprofessional. Will not fix a problem they caused.

Dear Alberta, We sincerely apologize for the inconvenience and frustration you've experienced. We completely understand how challenging this situation has been, especially with only one bathroom available in your home. Regarding the repair we performed two years ago, the first call we received about these ongoing issues was in October 2024. During your discussion with our manager, you mentioned that after our initial work, you had another plumbing company inspect the issue, and they, like us, determined it to be a city-related matter. Unfortunately, resolving these kinds of issues can take time due to the complexity involved. Our manager visited your property last week, and we are currently awaiting an update on whether our previous work contributed to the problem. Please be assured that we are committed to resolving this matter and will keep you informed as soon as we have more information. We truly regret the troubles you’ve faced and appreciate your patience as we work through this. Sincerely, Customer Relations Manager

3 wks & going Tues 8/27-signed up for membership & replaced capacitor Wed 8/28-still not working - was told we needed a new unit because it was 18 yrs old. $16,500 later Thur 8/29-install day Fri 830-called back for the noise coming from the unit. sounds like something is rattling.Really loud compared to our last unit. Neighbor isn't happy. Couldn't do anything but would schedule it for Tues when they have the part Mon 9/2-1st email notice from our thermostat citing "urgent pressure issue"lock out for 4 hours" Tues 9/3-showed them the email. Repair guys cut back drywall & replaced a line that they said caused the loud vibration Wed 9/4-still really loud. Can hear it from inside my house & got a second email. Said the pressure issue was something on the coil that was staying open so pressure wasn't building properly. Coming back tomorrow to fix. Showed up a little after 5 for a 12-2 window. Couldn't do anything &said they would come back tomorrow &replace. I left a message for customer relations Thurs 9/5-no one showed up. I called customer relations 8 times & left 3 voicemails Fri 9/6 -called 4 times. HVAC manager called & left a voicemail. Showed up at the house with a lead tech. Said they would replace outside unit Mon. Mon 9/9-new unit installed by lead tech.Added foam tape to "help with the noise". Tech was condescending & aggressive. Zero empathy. Rude when answering questions. I called customer relations &left a voicemail. 10:30 pm received urgent lock out email. I left a message for the hvac manager Tues 9/10- I called &complained about lead tech & email. Talked to carrier the hvac brand &filed a complaint. Wedn Sept 11- hvac manager called & checked the inside &outside unit. Coming back Friday for "improvements". I have zero trust &confidence moving forward that the money I spent was well spent. I have not been shown the kind of respect or support I would’ve thought $17,000 would’ve bought me. I’ve been met with placating, gaslighting, & down right ignored.

Jessica, I would like to sincerely apologize for the difficulties you’ve experienced with your new HVAC system and for the frustration this has caused. We take your concerns seriously, and I want to clarify the steps we’ve taken to address the issues, as well as acknowledge the areas where we can improve. We have been in continuous communication with you, responding to your texts and calls even outside of normal business hours to address your concerns. When the system you initially received had manufacturer-related issues, we promptly replaced it to ensure you were satisfied as our customer. Additionally, we canceled your membership at your request and allowed you to keep all the savings associated with it as a gesture of goodwill. I understand that despite these efforts, there have been significant challenges, including ongoing noise issues with the unit, late appointments, and communication breakdowns. I regret that these problems have continued to persist, even after multiple visits from our technicians and management. It’s clear that we have not met your expectations, and I apologize for any rudeness or lack of empathy from our staff during this process—this is not the standard we strive for. Our goal is to resolve every issue you’ve raised, and we are committed to making things right. I understand that you have lost trust and confidence in us, but please know that we will continue working diligently until you are fully satisfied with the service you’ve received and the performance of your HVAC system. Once again, I’m sorry for the inconvenience and the stress this has caused. Please don’t hesitate to reach out directly if you would like to discuss this further, and I hope we can find a way to restore your trust. Best regards, Dauenhauer Management

Dauenhauer put in new HVAC system. After we paid almost $10,000.00 we found out the installer had stuffed a crinkled, dirty, wrong size filter in our new system. Thermostat mounted crooked. Thermostat wire outside was spliced with wire nuts and they left the wires exposed. My husband had to remind them to flush the lines that were there from old system (they didn't even put new lines in). Who does this sort of thing? Very disrespectful. Did he think we wouldn't notice? When we tried to bring this to the attention of the sales guy (sent him pictures in a text), he only made empty promises when he said the install mgr would contact us. We waited 18 days and NO RESPONSE. We were GHOSTED by Dauenhauer. On 7/15/24 We took it to Customer Service (big joke). She ACTED like she cared, but she too doesn't know about HONEST customer service. We are frustrated, we don't even want Dauenhauer to EVER do any work for us in the future. On 7/15/24 we asked them to just refund us the prepaid $399.00+ tax we paid for a future duct cleaning, and they agreed. Cust Serv text said it would take 5-7 days. I texted cust serv on 7/26 and she lied again and said it can take 7-14 days. As of 7/29/24 no refund. I called them again and begged to speak to someone in their Accounting Dept. to find out when we will get our money, the lady said she didn't have a number she could transfer me to because they aren't allowed to do that. Dauenhauer is not trustworthy. The people who are currently running Dauenhauer are doing damage to the Dauenhauer reputation, but they clearly don't care. My advice is DO NOT CALL DAUENHAUER. They want THEIR money right away, but drag their feet, stonewall and ghost you when there are issues. My husband has a life-threatening illness, and we need our money back NOW so we can have a reputable company (NOT Dauenhauer) come and do the work. As of today 8/2/24, no refund. It shouldn't take this long to put a credit thru on a card.

I want to sincerely apologize for the issues you’ve experienced with your HVAC installation and the frustration caused by the delays and lack of communication. The situation you’ve described, including the incorrect filter, the exposed wiring, the crooked thermostat, and the failure to flush the lines, is far below the standard of quality we aim to deliver. It’s also unacceptable that your concerns were not addressed in a timely manner and that you felt ignored after reaching out multiple times. You deserve better. Regarding your prepaid duct cleaning refund, I understand how critical this is, especially given your husband's health concerns, and I am truly sorry for the delays you've faced. While we agreed to process the refund, it is clear that our follow-up has been lacking. I will personally ensure that this refund has been completed. Please know that we are taking your feedback seriously, and we will review the handling of your case to prevent this from happening to others. It is not reflective of the service we strive to provide. While I understand that you no longer wish to work with Dauenhauer, I want to make sure we fulfill our remaining obligations to you promptly and transparently. Once again, I apologize for the inconvenience and stress this situation has caused. Best regards, Management

Dauenhauer installed a new HVAC system on 06/18/24. The gentlemen were friendly, however they used my kitchen floor to cut their sheet metal, and scratched my floor. They also proceeded to put a gash in the laundry room floor where the system was installed. I called, and complained, but I was not nasty, or hateful, and offered them to come and look at the damage, they accepted and the manager came to my home on 06/24/24 and evaluated the damage. He offered me $500, but did not offer to fix the laundry room floor, did not care about my kitchen floor. After he left, I felt extremely insulted, and I feel taken advantage of, because I am a woman living alone. I feel if this was a man, and this was their own kitchen or laundry room floor, they would demand to have it fixed. It's a shame that I paid over $7000 for this install, and Dauenhauen doesn't care that they carelessly damaged my floors, that I can't afford to replace.

I want to sincerely apologize for the damage caused to your kitchen and laundry room floors during the installation of your HVAC system. While I’m glad to hear the installers were friendly, the scratches and damage to your floors were completely unacceptable, and I regret the distress this caused you. We understand how upsetting it must have been, especially when you felt the initial response didn’t fully address the issue. I also want to acknowledge that we did take responsibility and paid for the entire floor to be replaced. However, I understand that the way the situation was initially handled left you feeling insulted, and for that, I am truly sorry. It’s important to us that all our customers feel respected and heard, and I regret that you felt otherwise. Please know that we strive to provide better service moving forward, and we are reviewing this incident to ensure that no customer feels the way you did. Your feedback helps us improve, and we appreciate your patience throughout this process. If there is anything further we can assist with, please don’t hesitate to reach out. Best regards, Management

I was charged $255.00 for a running toilet which only needed an o ring gasket. It took 5 minutes. Two men were sent. They immediately tried to upsell me 3 new toilets for $800+ apiece. They spent more time on their portable tablet entering my card and then having me sign 3 times. They then told me the cost for their service. I felt helpless as I knew I had been had. I live in an elderly community The Traditions at Parks Edge. Numerous neighbors also have horror stories of being criminally overcharged by this company. The primary subject who had a fairly long beard scolded me for calling the second man “his helper”. The second man spent his whole time just grinning at me. On a side note. I see two of their trucks parked side by side in the corner of Hooter’s parking lot on Richmond Rd for long long lunch breaks.

I sincerely apologize for the experience you had during our recent visit. Our standard process is to always inform customers of the pricing before any work is done, and I regret that this did not happen in your case. You should have had all the information up front to make an informed decision, and I’m truly sorry that wasn’t the case. We will address this with the team to ensure it doesn’t happen again. Additionally, while I understand your frustration with the length of time taken, I’d like to clarify that we do allow our technicians to take lunch breaks, as it helps them stay focused and provide the best service when they are in our customers’ homes. I also apologize if any comments made by our technicians during the visit felt dismissive or unprofessional. That’s not the level of service we want to provide. If there’s anything further we can do to make this right, or if you have any other concerns, please feel free to reach out. We appreciate your feedback, as it helps us improve. Best regards

I was contacted before on the way, got here on time. Very polite and professional listened to my issue and knew exactly what to do and got it completed &cleaned any mess. Would definitely hire them if needed them again!

We are so happy to hear that you were satisfied with our services! We truly appreciate your choosing Dauenhauer for your home service needs!

If you use them, they will end up costing you a lot of money! And they may not resolve the issue. The technicians kept pointing out issues in addition to my leaking toilet. I did have it replaced, but once they were done, the total cost was $1504.50. To fix and replace a leaking toilet and old seal on a "leaking" shower. While they were very nice, they kept finding more things wrong that needing fixing. The KICKER was after they were all done and tried to flush the toilet it would not flush. They said it had a blockage and that they did not have the equipment with them to fix it. The PLUMBERS did not have equipment with them to fix a blocked toilet! They said they could have someone come out tomorrow for $450.00 to unblock it! And they could not tell the toilet was blocked in the first place, which may have caused the leak in the first place! Please do not use them. I do not know that if this is true, but I had heard that the plumbers work on commission and it seemed to be true. The office staff was pushing a VIP membership and they kept finding things wrong.

We apologize for any inconvenience that our customer may have experienced. It is never our intention to cause further stress. The original work order stated that there was a leak coming through the ceiling from the tub upstairs. Because the technician was dispatched for the leak, they were not prepared to treat a clog. It would be impossible for a technician to keep all equipment for all scenarios in their trucks.

We understand that there are other home service companies that are less expensive than we are, and there are others who are more expensive than Dauenhauer. What sets us apart is the warranty that we place on the work that we do, and the reputation of excellence since 1958.

I have not been able to use my kitchen in over a month because this company has failed repeatedly. First, they couldn't correctly diagnose the cause of water damage, which had resulted in the need to remove all flooring, backs of cabinets, and part of the wall in my kitchen. They left a hole in my wall for 3 days while I waited for another technician to come out and replace the drain pipe. After that was done (and paid for), I discovered the leak was still happening, so I had to wait several more days to have them come out and remove a clog in the main drain. I had asked for cause of damage to be included in the invoice every time the technicians came out, and they never included it. I have called 5 times now asking for this documentation so insurance can move forward with kitchen restoration, all while living in a house with an inoperable kitchen and AFTER paying Dauenhauer's absurdly high price for an incomplete job. I will NEVER use this company again.

This matter was resolved by one of our CSRs and management has been made aware and will address with the technicians.

I called and scheduled for someone to come and give me an estimate on replacing our Church plumbing system. They gave me a date and a 7 hour window (10-5). I paid our security $15 a hour to wait on them to come. Around 3:45 the day of the appointment, they called and said they got caught up on another job and will not be able to make it. We rescheduled for the next day, same 7 hour window, they called at 9:40 said they were on the way be there in 30 minutes. No one showed up. I called back and all they said was there is a 7 hour window. After paying someone almost $300 to wait in them they still didn’t show up. NEVER EVER AGAIN WILL I CALL THEM. I will make sure the 500 people in my congregation never call them either!!!!

Dauenhauer Plumbing is aware that our customers' time is valuable. Because of this, we send text messages and call 30 minutes prior to our arrival at their home/business. As part of our call process, informing our customers of this and verifying that the contact information we have on file is the best way to reach them is actually a graded category on our Customer Service reviews. I have listened to the initial call and verified that this did occur for this job. Due to an emergency situation, the estimator scheduled for this job was unable to keep the appointment. The team lead in our Dispatch Office spoke with Rev. K**** to make him aware of this and rescheduled the appointment. It is unfortunate that we were unable to provide this customer with estimate services as originally scheduled and are truly apologetic for their inconvenience. Our estimator has been to this location, gathered information, and is working up the final figures for the service they have requested.

They called at 3:46 saying they can’t make it. The appointment was set for the next day they called me at 9:45 and stated they were on their way. No one showed up until late that afternoon. No text message until after I called and complained.