ComplaintsforK B Heating & Air Conditioning

• Initial Complaint

  31/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been dealing with KB heating here in ********** since 2020 when they came to install a new air conditioning unit for us. The came and installed it on the wrong side which we addressed as per the picture which they have on file. They came back to move it to the proper location which is when all the problems started. Im 2020 alone they were at my house about a dozen times trying to fix it as it was never fully functioning and the unit kept freezing up. Im the fall of 2020 they asked for a second chance for a full installation which we agreed to with an offered 10% discount for the inconvenience. They came and changed some of the parts and said they would be back in the spring to test the unit to make sure everything was functioning correctly. When it got later in the spring we started calling them and continued to call and leave messages throughout the summer and didnt receive and call backs. We went summer 2021 again without any communication and a unit not working. Spring 2022 they called us for payment for a still non functioning air conditioner at which point we said we werent paying for a non functioning unit. This was the first contact from them since fall of 2020. They were back at our house 3 more times in 2022 to get the unit fixed as well as fix the broken parts that they broke on our furnace. They have since called for payment and are offering no sort of compensation for the last 2 years of headache, life destruction and added stress, the guy on the phone was very ignorant on them said he is done dealing with this and the office was going to proceed. He was quite angry and said the price is what the price is we arent giving you anything else. He proceeded to tell us we lied about how we were going to take care of the ****. The customer service as well as the amount of disrespect and lack of communication is completely unacceptable in a world of customer service. All that I would like to pay for is the cost of the parts.

  Business response

  14/06/2022

  The complaint issued by the ***** contain statements that differ slightly from our account of what happened. I dont feel that defending or debating each claim would be beneficial to either party. I would however like to point out a couple things. They were 100% correct in saying we were struggling to make the air conditioner operate properly after the original installation in June of 2020. In November of 2020 we removed the condenser, coil, and lineset and installed a new condenser, coil, and lineset (not some of the parts). At this point we discounted their invoice by $400.
  Its been 2 years since they accepted our quote to install their air conditioner and we have received $0. Throughout the 2 years we have never given them the idea that we would not be resolving their issues. The issues have now been resolved and we would expect to be paid the original invoice amount less the $400 discount we extended to them.

  Customer response

  15/06/2022

  
  Complaint: ********
  
  I am rejecting this response because:
   
  Although they didnt formally say they were not going to resolve this issue I called them a dozen times in 2021 as per their request to make sure the unit was working and got zero response from them. I have not paid the **** as I didnt think it was fair paying for something that was a non functioning unit. And couldnt get ahold of them to discuss anything,  they slipped the **** on my doorstep with no phone call asking if it was functioning or anything. As far as I am concerned a full year with no contact after they said they would come to make sure it was working is a huge indication that I was of very little importance. That is what bothers me the most the customer service offered on a very large purchase was the worst I have ever experienced 
  Sincerely,
  
  *********************

  Business response

  20/06/2022

   

  It is unfortunate that the ****** experience with us was disappointing, our goal with any installation is to have a favorable outcome for our customer. Sometimes the process isn't as smooth as either party would hope but we do our best to resolve any issues. In this case we removed the equipment that was causing us problems and replaced it with another brand new system, at our expense. We offered a $400 discount for the inconvenience, which the ***** accepted, the unit is now operating as it should, we now wish to be paid for our services. As I stated earlier, debating the details of what transpired would not help to resolve this. 
  

  Customer response

  21/06/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I do not and will not accept any form of response from them. I have paid my **** but I just want to ask them one question, if this was you is it suitable to not hear from a business for over 1 full year?? And expect the customer to be happy?  That is what my whole point of this was, I am 100% fine paying a **** provided there is communication and treating the customer in a way they should but not answering phone calls or even replying after dozens of messages were left is the worst customer experience one could ever give.  I hope that you give even an ounce of better services to others as what we experienced will be known. Thank you and have a great day 

  
  Sincerely,
  
  *********************

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