ComplaintsforKnik Heating LLC

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Weeks behind scheduled 2 day project. Water shut off to house so I had to pay for a short term rental for the bathroom and shower. Very poor quality work, unsealed holes in house, wrong material used which damages roof material, damaged ceiling and wont repair.

  Business response

  10/04/2023

  ******************,

  1. The job task at hand was done with in the time allotted in the schedule (See #8).
  2. You did not state that you stayed in a B & B. You stated that you showered at your neighbors residence as well as your wife stating this as well.
  
  As for the warranty work youre requesting, please see #1 of the exclusions below which was on the same page you signed on your estimate.
  
  Damages by previous installation : As in not properly secured ducting (40yrs old).
  
  Drywall repair: See separation of improper secured pre existing ducting.
  
  Proper cement was used to seal the flues on the roof.
  
  EXCLUSIONS:
  1. Damages by previous installation, drywall repair & electrical.
  2. Use of unit for construction will void manufacturers warranty (see owners manual for details).
  3. Any permits needed are the responsibility of the property owner or signing representative.
  4. Date changes due to materials shipment to ******.
  5. Any options, upgrades, changes or part replacement from above will require a written/signed change order before that work will be done.
  6. Only your Knik Heating Consultant can provide changes or additions to your proposal/ estimate. Please contact the consultant & not the field personnel.
  7. Job start & completion to be within 45 days of acceptance & 50% down payment.
  8. Start date is at the discretion of Knik Heating. Any request changes to start date or finish date will require a signed change order by Knik Heating & customer.
  
  NOTE: if you continue to harass Knik Heating and its employees, You can expect legal action to be taken as we have all our emails, texts and phone calls recorded. Along with all finished photos of the project work you signed for.

  Customer response

  10/09/2023

   
  Complaint: 20694087
  
  I am rejecting this response because:

  *********** supported the pipes by attaching to ducting which results in pulling the ducking down, Used the improper sealing technique on roof but more issues. BBB doesnt accept the photo evidence of poor workmanship, I would like to submit them to BBB. 

  To note there have been no communications to the company since I was notified that you were done. There hasnt been harassment. Please send the BBB recordings including ****** saying she thought it was a two day not a 4 week job or the recording where the company apologized for mistaking that it was behind but you took additional clients.
  

  I can send the AirBnB receipt if you need it. 

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

  Customer response

  10/22/2023

  Photos sent to email provided - thank you

  Customer response

  10/25/2023

  Hi ****, 
  
  Thanks for allowing me to send photos here.
  The scope of work was originally a water heater replacement but when they inspected it they noticed the entire heating and gas system needed replaced. They said they would send me evidence of it but I just trusted them and went with it.
   I had them replace the water heater for the main house and the apartment - they installed one system with two heaters rather than two separate systems as it was originally designed and contracted. 
  When doing so I showed them where to install equipment and they installed it on the wrong wall. You can see the shelving I had to pull down at their request so they could use that space.
  Before the project started I had to go on a work trip. So I gave them access to my house. I was not pleased to find a 2 day project was not only incomplete but at day 4 they only pulled out everything from the house and told me it would be a few days before I had water (drinking, shower, toilet). Then over the course of a couple weeks they finished the job in a way that caused more damage - tar on a rubber roof makes the rubber ****** and will need to be replaced sooner and the vents that were secured are now coming down because they hung the piping from them. 
  I annotated the photos so it should be easier to see what Im talking about.
  Im on temporary duty in AZ with the Army so Im not home and have a hard time getting free time but Ill answer my mail as often as possible. Please feel free to call if you need any clarification or my attention. 
  

  
  

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I submitted a request for service via Knik Heating webpage and explained exactly what I needed in heating service.A sweet gal called me back and scheduled a service time. She didn't mention any rules or expectations. So I took time off of work to meet the technician.So he arrived late. But I was informed by the same sweet gal that he was in route for my home. That's OK.After arriving we made some small talk and I explained again what I was wanting. Off we go to look at the heater in question. He did a quick exam and I did go on about our whole heating system. He said they could look into this and he started to take pictures with an iPad. It was about time for me to stop following him around and let him get to work.After a bit of time the tech showed up and said he had the information he needed and would submit his findings to his manager for an estimate. Well, Ok, but what about the work I had asked for? It was then he explained there would be no work done. That his visit was only to get information and I had to wait for his manager to call with the estimate! Wait, he knew what to do and would not do it? I asked this very question. He apologized and said that he was only there to gather information and the this visit was going to cost me $145. I foolishly paid the money extremely upset that I was just taken. It has been about a month now and no phone calls with estimates have come my way. And I do not want this company working on my systems as I view them to be unethical. I desire a refund for services charged for and not rendered. I also wish to let others know what kind of a scam this business is running. No work preformed, pay for them looking at your systems, then never call you with an estimate. Knik Heating fits the description of a scam.

  Business response

  11/21/2022

  Thank you ************************* for your feedback. 
  
  We appreciate any and all information in order to help our team improve. Knowing that your experience with Knik Heating was not up to our standards is disheartening. 
  We at Knik Heating work hard to ensure that our clients receive a top of the line experience and professional service. We have reviewed your case and you are correct - there was no follow up on our part. 
  There is no excuse for the lack of follow up on our end. We have refunded your card for the full amount. That amount of $157 covered travel and diagnostics - not corrections 
  
  ************** spent 1.5 hours going through your system in order to develop an approach for the corrections needed. Please understand that his time is tracked via GPS and all pictures loaded into our software are time stamped. 
  With the condition that your system is currently at - it appears another contractor left off in the middle of the project.
  To expect anyone to jump into the middle of that project and just complete the job with no agreement, arrangements, or contract would be a scam in itself. 
  
  In some cases, our technicians need to round with supervisors to ensure we are covering all bases and taking the correct approach - especially when jumping into the middle of someone else's work. After a technician rounds with a supervisor, a contract (or estimate) is supposed to be provided. Once a customer agrees with the scope of work and understands any and all risks involved and signs the estimate (contract) we would then proceed with the work. 
  
  This is how contractors usually protect themselves, especially when showing up to a job and completing someone else's work. 
  
  It appears the estimate was not completed on our end and that we did not follow up with you. We have rounded with all personnel involved including the supervisor on duty that day along with our follow up CSR in order to ensure that this does not happen in the future. 
  
  Thank you kindly for your input - we hope you found someone to get all those loose ends from another contractor and comfort issues corrected. 
  
  

  Happy Holidays. 
  
  
  
  ********************;
  Operations *********************************************************************************************** ** why here...

  Customer response

  11/21/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When they make mistakes, they circle the wagons, and cover their *****. They installed my tank less hot water system. When installing the system, I was told they have to change the pressure switch for the water pump to a ***** psi. When they blead down the swstem, I asked them to check the precharge pressure on the tank. They told me that was standard practice, and informed me there was 20 psi on it, and it was good. So they changed the pressure switch from a ***** to the *****. After a few months, the water pump started banging like the pump was struggling to hit the kickout pressure. So thinking my pump was failing, I called Wheaton water *****. When they came out, the 1st thing they checked was the pressure switch. When they took the switch cover off and energised the pump, they took a video of the switch with a glowing wire. So after changing out the switch, they checked the precharge pressure in the tank, and informed me it was 17 psi. So, they increased the precharge pressure to 27 psi, as per manufacturer specs to be 3 psi below the cut in pressure. After this service call of $402, all was back to normal and I noticed the pipes were much quieter. Then, I called Knik Heating, and sent them the video, and asked to speak to the manager. The next day I spoke to the manager, and informed him up front I did not want a reimbursement for the *************** call. I just wanted him to know the error they made by not setting the correct pressure on the tank. He immediately interrupted me and said this is comon knowledge about the tank pressure settings, and as I continued, he interrupted me again, and mentioned he had no record of them changing the pressure switch on my install. I again told him I didn't want any reimbursement, but am trying to do him a favor to inform his installer about the precharge specs and I wonder how many other of their customers have a similar problem. So I feel that their manager was quick to circle the wagons and defend their workers.

  Business response

  07/19/2022

  Regarding Mr ******** recent  post/complaint to the BBB:
  
  
  
  
  Knik Heating installed a new water heater for ***************** on November 18th of 2021. During this type of installation it is common for the well pressure switch to be changed out or adjusted as most tankless water heaters need a minimum of 40 psi incoming pressure at all times to operate correctly. 
  This is a very common modification that sometimes needs to be made on older homes when installing a new tankless water heater. 
  
  
  On April 20th of 2022 the client sent us some information to let us know that his well company stated we did something incorrectly. Causing his well to not work correctly. 
  
  
  The client was called by management as soon as possible to discuss the details.
  
  There were no invoices provided from the well company stating any specific details, however the client was nice enough to share the information verbally and/or electronically. The supervisor who called the client listened to the client and understood exactly what he stated the issue was the first time it was explained as this is common knowledge in the industry
  
  
  We were shocked to say the least regarding the possible mistake that *** have taken place as our team is trained in this specific area. Mistakes can happen and we do our very best to avoid them.  We apologized to the client for overlooking this minor but very important detail. 
  
  
  
  The client stated he was frustrated to say the least but wanted to pass the information along so we can inform our staff in order to avoid this issue happening to anyone else in the future. We thanked him for the information and also offered monetary compensation for his troubles. He stated he was not looking for any compensation - he sated he would like for us to inform the field staff to avoid this happening to anyone else. 
  
  
  The following day we held a meeting with all of the field staff to go over this information. 
  
  
  At that point Knik Heating did everything possible including offering compensation to the client to resolve the issue - we have not heard from the client since that conversation or attempted to contact him as we felt it was resolved. 
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩