BBB Accredited Business sinceAdditional Locations
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This company offers installation and repair services for heating, air conditioning and refrigeration devices.
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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
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
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:
Type of Entity
Business ManagementMr. Frank Ormonde, President Ms. Diana Borges, Office Manager
Heating & Air Conditioning Refrigeration Equipment - Commercial - Sales & Service Air Conditioning Contractors & Systems Heating Contractors
Hours of OperationMonday - Friday 9am - 5pm
16019B Highway 101 S
Brookings, OR 97415 (541) 412-9560 (866) 858-6722 Directions
PO Box 4392
Brookings, OR 97415
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BBB Complaint Process
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Additional Phone Numbers
- (866) 858-6722(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
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.
BBB Letter Grade Scale
Star Rating scale
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.
Problems with Product/Service
Read Complaint Details
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.