BBB Accredited Business since

Orca Heating & Refrigeration Inc

Additional Locations

Phone: (541) 412-9560 Fax: (541) 469-2672 View Additional Phone Numbers 16019B Highway 101 S, Brookings, OR 97415 http://www.bestheatinginfo.com View Additional Web Addresses


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Description

This company offers installation and repair services for heating, air conditioning and refrigeration devices.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Orca Heating & Refrigeration Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Orca Heating & Refrigeration Inc include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 1 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Orca Heating & Refrigeration Inc
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: August 08, 2006 Business started: 10/01/1997 Business started locally: 10/01/1997 Business incorporated: 09/08/2005 in OR
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Oregon Construction Contractors Board
700 Summer St NE Ste 300, Salem OR 97301
http://www.oregon.gov/ccb
Phone Number: (503) 378-4621
ccb.info@state.or.us

Oregon Secretary of State Corporations Division
255 Capitol St NE Ste 151, Salem OR 97310
http://www.sos.state.or.us
Phone Number: (503) 986-2200
corporation.division@state.or.us

Type of Entity

Corporation

Business Management
Mr. Frank Ormonde, President Ms. Diana Borges, Office Manager
Contact Information
Principal: Mr. Frank Ormonde, President
Business Category

Heating & Air Conditioning Refrigeration Equipment - Commercial - Sales & Service Air Conditioning Contractors & Systems Heating Contractors

Hours of Operation
Monday - Friday 9am - 5pm

Additional Locations

  • 16019B Highway 101 S

    Brookings, OR 97415 (541) 412-9560 (866) 858-6722

  • PO Box 4392

    Brookings, OR 97415

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

1/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Did not provide accurate diagnosis and suspect that we were almost scammed out of unnecessary repairs. Was charged $137.80 for diagnosis of bad compressor and recommendation of replacement. Subsequent diagnosis from friend and later a competitor in town shows that the compressor is good and we have a heat strip issue in the heat pump. Additionally - all parts are still under warranty. Found out that ORCA is not an authorized dealer/repair company for our system. This appears to be why they tried to scam us into purchasing an entirely new system. Also worth noting - customer service on the phone gave us a very bad feeling. We should have cancelled the appointment before the phone call was over. Second sentence from phone call was "How ya gonna pay?". Rude!

Desired Settlement: At lease half of the diagnosis fee for mis-diagnosis on the compressor and recommending total replacement of a system still under warranty. He did note a tripped breaker upstairs which was correct.

Business Response: Initial Business Response /* (1000, 7, 2014/01/23) */ Orca Heating has reviewed this complaint and interviewed the employees involved. Our policy is 100% customer satisfaction or we refund not fifty percent of the invoice but all of it. A phone call on this matter would have resulted in an immediate resolution. Our technician responded to diagnose a problem after an attempt was made by the home owner to replace the thermostat. He found the thermostat was programmed not for a heat pump application but rather for Air Conditioning with a furnace. He corrected that and found a tripped breaker in the Air Handler and tested voltage and amperage while running in emergency heat to confirm no problems that might cause a trip of the circuit breaker. Upon connecting pressure gauges to the outdoor unit he found equalized pressures indicating a failed compressor. The technician missed a crucial step in confirming that failure. The recommendation to replace rather than repair was based on the fact that the outdoor unit had been heavily damaged by a tree falling on it. Orca Heating is an authorized ******* service provider. The homeowner has been misinformed on this point. Our reception person is required to inquire as to the method of payment so that the technician is equipped to receive payment. It is possible she got her queries out of sequence and was perceived as rude. Our apologies. In the end the only proper thing to do is refund the entire invoice amount and keep striving for " 100% Customer Satisfaction!" Final Consumer Response /* (2000, 9, 2014/01/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) We really appreciate and accept the refund offer. Orca should be informed that we were told that the company that fixed the system was the only ******* dealer locally. We also want to let management know that when the technician re-programmed the thermostat, he did reprogram it incorrectly. This was the program step for the heat pump change over valve. This was probably why he diagnosed this valve as defective. The compressor and valve are working perfectly with the breaker fixed. We apologize for not resolving this by phone. We obviously had the wrong impression of the business.