ComplaintsforKalos Services Inc.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2021 we had Kalos install a brand new ** on our first and second floor house. The first floor ** has had minimal to no problems, The second floor ** has had non stop problems with it since it was installed. Previous to this ** we had no issues with our upstairs ** unit. We only changed the units out because we got a deal with our solar package however the units were +10 years old. Since Kalos had to move the unit to the other side of the house they installed copper wiring and a pump to drain out the condensation. We got a second opinion and it seems like the ** handler was not installed properly to drain the water to the small water pump that was installed. The ** handler sits low next to the pump where the water does not drain properly. The pump is faulty because it cannot handle the condensation and now is not working because it keeps getting overflowed. They safety mechanism has stopped working. On top of that they took out the breaker and said they had to order a new one and without approving charges for payments were not going to move forward. Nothing is ever under warranty when they come to service the unit, they also insist to sign up with their service plan to service the pump knowingly that it's a faulty mechanism. Just looking for a refund for the part they recommended.

  Business response

  02/12/2024

  On 8/19/2021, Kalos installed two new Carrier units. On 10/14/21, Kalos diagnosed an issue with the previously existing drain line for the upstairs unit. The *** drain line had become disconnected somewhere in the chase (under the house on the 1st floor, where no work by Kalos was ever performed). He was not charged for the service call. Due to the location of the break in the home's original construction, Kalos was unable to directly fix the problem area. Consequently, Kalos proposed and installed a condensate pump and copper tubing to reroute the water produced by the unit out of the home. Mr. **** agreed to this solution, and the pump and line were installed on 10/20/21 for $1,000 (a 30% discount was applied) with a 1-year warranty on the work done that day and the pump that was installed.

  Kalos returned for a service call on 11/9/21, finding that the breaker for the unit had been turned off; no charge was incurred for the diagnostic/trip fee after the breaker was turned back on. Another service call occurred on 11/11/21 due to the float switch tripping the system. Although Technician ****** couldn't recreate the problem and observed the system running and draining without issue, out of an abundance of caution, a no-charge service call was scheduled for the next day. On 11/12/21, Technician *** made ****************** to the *** piping from the **** unit to the pump, tested it with several gallons of water, and monitored the system for 30 minutes. No water went into the float switch, and ************ was not charged for this visit.

  On 5/31/22, Kalos Technician **** responded to a service call on the upstairs unit, finding the trap backing up due to microbial growth. After cleaning out the drain and applying an antimicrobial treatment, **** tested the system, which operated as intended. Although **** offered a maintenance plan to service the unit biannually to prevent microbial growth, ************ declined. **** then collected a check for $174 ($85 trip/diagnosis fee and $89 for drain cleaning). Charges were applied because drain lines/pumps are a maintenance-related issue not a manufacturing problem.

  On 1/3/23, Kalos was called out for a clogged condensate pump again. After cleaning and testing the pump, a maintenance plan was again offered and declined. The customer was charged $85 for the trip fee, but Mr. **** was upset about the drain cleaning fee not being covered under the manufacturer's warranty. Consequently, the drain cleaning fee was waived.
  On 10/12/23, ****** diagnosed a failed service breaker and bypassed it, allowing the system to run. ************ was charged $150 for the after-hours service call only, not for the bypass rewiring. A quote to replace the breaker was sent by the warranty/parts manager. The quote was not approved or acknowledged until 1/26/24. ************ approved the proposal to replace breaker $295 before placing a call to Kalos for service for an unrelated issue. Kalos never performed the breaker replacement.
  On 1/26/24, Kalos was called out again. The condensate pump had completely failed and was out of the 1-year warranty. A quote to replace the pump was provided, and ************ was not charged for this service call due to his protests. ***** to replace the failed condensate pump with a new 1-year warranty was quoted for $485. Dissatisfied with the cost, ************ then filed a claim to the BBB.

  Kalos offers a 2-year labor and performance warranty on the **** unit, alongside the manufacturer's limited parts coverage. Maintenance-related issues such as drain line/pump problems are not covered under either warranty. The pump and breaker are outside (literally) of the **** machine and not covered or manufactured by Carrier. Kalos has consistently waived fees at **************** request. Despite being offered maintenance plans, ************ has declined them. Both the failed breaker and pump are not covered or manufactured by the **** system manufacturer or Kalos. We have accommodated Mr. **** at a loss as he consistently protests any non-warranty or maintenance-related charges. We strive to provide exceptional service, but Mr. **** is not satisfied unless costs for our services are free. We are not willing to refund the $1300 requested.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Kalos installed a new Carrier AC heat pump in my house 2 years ago and the blower motor died this week. It has a 10 year warranty on parts including blower motor. Kalos wanted to charge me a total of $450 to do the job. First had to send a guy out to diagnose problem and then order the part from Carrier and then come out and install new part. What's that a week later? It's 93 degrees outside. I can't afford $450 right now and I can't wait a week or more to get my AC fixed. It's such an easy job so I figured I could just replace it myself, as I've done in the past. You'd think I could bring them the defective part after I uninstalled it and they could get me a replacement from Carrier. Nope. They don't want to help their customers unless they make money on the deal. I just want a replacement for my defective motor...that's under warranty.

  Business response

  06/01/2023

  Dear BBB,
  Thank you for bringing the customer's complaint to our attention. We appreciate the opportunity to provide our perspective on the matter. As an authorized dealer contracted by Carrier, we are entrusted with performing warrantied repairs on their behalf. Our role is crucial in ensuring that the job is completed correctly and meets the standards set by Carrier. This verification process is necessary to maintain the integrity of the warranty and to provide customers with the assurance that their AC heat pump will function optimally. In the case of the customer's blower motor replacement, we informed them that the charge was for labor only. The parts required for the repair would be covered under the warranty provided by Carrier. It is important to note that the customer's 10-year warranty covers the cost of the parts, but their 2-year Labor Warranty had expired. Hence, the quoted price was solely for the labor required to complete the replacement. We understand the customer's frustration regarding the cost and the time involved in the process. However, it is crucial to emphasize that our aim is to uphold the terms of the warranty agreement and provide customers with reliable and professional service. We apologize for any inconvenience caused to the customer and acknowledge their desire to address the issue themselves. However, it is our responsibility to ensure that the repair is carried out by our trained technicians to guarantee the effectiveness and longevity of the AC heat pump system. We value our customers and their satisfaction, and we remain committed to resolving this matter in a fair and reasonable manner. We encourage the customer to contact us directly so that we may discuss the situation further and explore potential solutions to meet their needs. Thank you for your attention to this matter, and we appreciate your assistance in facilitating communication between us and the customer.
  
  Respectfully,
  Chelsie C*****
  Administrative Assistant
  Customer Service Supervisor
  Kalos Services
  Work: 352-243-7099
  *******************************
  ********************

  Business response

  06/08/2023

  Good Morning BBB,
  We have talked to ****** ***** and went out to the home to assist with this matter. He is going to take this complaint down as we've come to an agreement. Thank you.
  
  Respectfully,
  Chelsie C*****
  Kalos Services Inc.

  Customer response

  06/08/2023

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

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