ComplaintsforC and K Inc.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Scammed me out of 700 bucks! I filled out an online service request over the weekend for a 40-gallon electric water heater and laundry valves to be replaced, C&K called me Monday (Jan23.2022 8am) with a $1,100 quote/estimate.Wednesday, they sent out an HVAC guy (3:30) and we remove water heater and wait an hour for the actual plumber guy to show up. The new water heater gets installed, no new laundry valves, which isn't a huge deal but the final price they asked for when it was time to go (5:30) was $1800!!I couldn't believe it and couldn't get an itemized receipt; the technicians said their "pay app wasn't working" and I couldn't speak to the guy who quoted the $1100 because the office was closed. The 2 technicians at my house laughed and said this EXACT THING HAS HAPPENED BEFORE WITH THE GUY THAT GAVE ME THE ESTIMATE. I paid the full amount and went into the office Thursday morning to try and figure it all out. Their response was that they don't record outgoing calls so there is no proof and the guy that gave the quote just denied it. And still no receipt of the work done.Home Depot offered the same service for $1399, and I foolishly declined thinking C&K was a better option. Any help in this matter would be greatly appreciated.

  Business response

  02/09/2023

  On the topic of this complaint; it has actually already been resolved with the customer. Here are the details:

   

  Customer called in wondering about a water heater replacement price. Our **************** person states that he verbally estimated a sight-unseen price of about $1800.00. The customer set-up the appointment and we install the water heater then ************** goes to collect with a price of $1783.32 (See Invoice ******.pdf attached). The customer then stated to ************** that he had heard our verbal quote as $1080.00. It was after hours at this point so they couldnt call and discuss the matter with the **************** person who set the job. So the customer paid and the technician left. The next day the customer walked into our office and raised the issue to our customer service team. The **************** person who made the verbal estimation assured the client that he had not misspoken and that the price is a static rate. The customer disagreed and also complained that he had not received our invoice email. Someone in the office printed an invoice for him. My customer service team was a bit baffled as far as what to do in this situation and didnt offer-up any immediate solutions for the customer. So, the customer left our office stating, I dont want to be that guy but I guess I have to be. He must have also left the printed invoice because he later stated in reviews that he never received one.

   

  I learned about the situation approximately 30min later. At this point I contacted the service manager and brought him into the situation. We talked to all of the employees involved -- pulled up all of the documentation surrounding the job and discussed the matter with the owner of the company to get his approval for a remedy. We concluded that the technician who arrived to do the work was responsible for surveying the job, creating a concrete quote, and collecting an authorization signature before beginning to work. We decided that since this wasnt done we would ask the client what they thought was fair and compensate him for that.

   

  All of research and deliberation took about a day and a half. In that time the client had gone to all corners of the internet to complain, as well as stuff a threatening letter in our mailbox. When our Service manager called to discuss the complaint he apologized for the delay and offered to make the situation right however he could. The customer concluded that since his next lowest estimate was $1399.00, that he would like a $384.32 refund to match this amount. We obliged and sent a check (See Invoice ******.pdf attached). The client took down his negative ****** review as a show of good faith. I dont know if he has contacted the BBB or any other sources to retract.

   

  Thanks!

  Customer response

  02/09/2023

   
  Better Business Bureau:
  
  They had an excuse for everything. All I could do was let others know my experience. Still think they are a shady company, but they matched the quote of who I should have done business with, so I guess we'll call it resolved, and I don't ever to have to deal with them again.    

   

  Thanks for your help in the matter,

  ***************************

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