Business ProfileforC and K Inc.

Had C & K install a furnace and a/c in March 2018. The furnace has stopped working two years in a row. Last year the tech stated it was an air intake issue and we were charged $90.00. This year it was a bad computer board. The part was under warranty, but the labor was not. I paid a $90.00 service fee and the technician left and returned shortly and stated that I needed to sign a document on his phone. The document stated that I would agree to pay $281.25 to install the part. I questioned him and he stated I had to sign it for the part to be ordered. I felt I had no choice to sign. He did get the furnace to run but stated he didn't know for how long and it quit again after a few hours. This was on MLK day and Lennox was not open. The next day the part was ordered - they had it shipped from Marshalltown which was disappointing as I would have gladly driven to get it and had one less day without heat. A service person was sent out the second day but basically was a waste of time. The third day the part came in and a technician came out and installed it. It took 30 minutes to install but I had to pay $281.25 for the installation. I asked several times what the hourly rate was and was never told. I called C & K and asked to speak to the mgr. The person said he'd give me the service mgr. but I stated I wished to speak with the mgr. or owner. I was then given to "Martin" who did not state his title, but I believe he is the service mgr. He lost his temper and screamed and cussed at me. He did apologize but so unprofessional. This is a company I would never do business with or purchase anything. I feel it is wrong to make someone sign a document on a cell phone to boot assuring them what I feel is an inflated price for installing a part. $281.25 for 30 minutes is wrong even if it is charged for 1 hour of labor plus, I paid $90.00 for the initial service call.

We triple checked on that unit's warranty and it did come with a 12 month labor guarantee from C and K, but no labor warranty from the manufacturer. So, since the unit is 5 years old it carriers only the part warranty with no additional labor warranty. We quote repair prices up front so there are no surprises for our customers. Our standard price for replacing a control board that is under parts warranty is $281.25. We have customers signoff on our quotes to ensure that the agreement is mutually understood and agreed upon. An hourly rate is not something we even use. If we did that then this job would have to carry over 5 and a half direct hours from our technicians as well as several hours from our support staff trying to track down the part that the manufacturer didn't have on hand. Even if our hourly rate was $80 (which is low for home service in this area), this would have cost $440 if we were charging by the hour. Thank you for your feedback, we are always striving to improve our processes and procedures.