ComplaintsforKeefe's A/C - Heating - Electrical - Generator - Plumbing

• Initial Complaint

  06/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My thermostat displayed err ****** and err ****** which stopped the A/C unit from operating. I called Keefes A/C and Heating and a service technician (*************************) came to my resident on May 8, 2024, and reset the A/C unit. The problem persisted so I called ************** to return. When he returned on May 17, 2024, he recommended to change the omc blower control board. The 3rd time he came out he changed the omc blower control board at a cost of $2405.87 and the codes continued the appear after he left. I contacted ************** to make him aware of the problem and he advised me that the engineers at ***************** Tech-Support were monitoring the system. I called Keefes office several times to get the results and to speak to a supervisor but no one returned my phone calls. I phoned another company to diagnose the problem and the problem has been resolved which had nothing to do with the omc blower control board.

  

  Business response

  07/10/2024

  Normally in this case we would just need a copy of what a registered technician found if they found that the problem was elsewhere.  However, we had a change of staff with the manager of that department which caused a delay in us getting back to the customer in a timely manner to address this issue.  We do apologize for the lack of communication and have refunded the customers credit card in full.  If there are any further concerns,please do not hesitate to give us a call...

• Initial Complaint

  06/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Paid to install complete a/c and heating unit less than a year .inspection company says enhancement of 2400 is suggested on a ********************************************************************************** any other components to enhance its new state ,company service manager is rude by hang up on a ***** dollar customerlike its a force sale ..,,not professional and gives feeling of sales scam ***** item is need for enchantment also called IAQ

  

  Business response

  06/11/2024

  We performed routine maintenance on the system and found the system to be operating as designed.  The equipment specialist offered optional accessories nothing of which is necessary, only designed to enhance, protect and/or increase the longevity of the unit investment.  These options were offered but not required and the intention was only to inform of the options available.  

  Customer response

  06/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.] My husband and myself would like a call from the Director at ************ or ************.  We acknowledge that our unit is working properly.  We have no other complaints against your company in fact we have refer a friend to purchase a unit from you all and they have.  Our problem is we don't understand why the Maintenance Tech would even suggest selling us over $2,000 of new accessories for a unit that is less than a year old.  I can understand if the unit was 5yrs old or older.  By suggesting this to a client with a $30,000 unit that has just had everything new install would alarm them.  If these new accessories would have been needed so soon why wasn't it told to us at the initial sale.   Please call us.
  
  Regards,
  
  ***********************
  
   
  

  

  Business response

  06/25/2024

  Again the equipment specialist offered optional accessories nothing of which is necessary, only designed to enhance, protect and/or increase the longevity of the unit investment.  These options were offered but not required and the intention was only to inform of the options available.  It was not based on how much or how little a customer spends only to inform of what options are available it was not anyone's attention to upset you over this.  These are accessories we offer and if we didn't offer them to you then you wouldn't know what was available if it was something you might be interested in.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My opinion is Keefes not a company you want to do business with I have been calling since March 2021 and written detail complaints starting since December 2021?with no &response to multiple issues They installed an entire new Lennox AC and Heating system in my home due to the Freon compatibility. With first start up the compressor made a popping noise. This continued till a tech checked the compressor 2/23/23. Found defective part Relay & Capacitor start it was arching I saw spark and burning that part Cost me $440 October 2020 because electrical usage went way up with new unit they installed a jump start unit $165 on house connected to compressor. Made no Change to usage October 2021 told low refrigerant 2.8 should be 8.0 but had no leak $290 NO ONE recorded my Freon level even on install. 5 check ups and no Freon checked Tech called boss and I was told if no leak on next checkup would credit me with the refrigerant charge 4 more checks no leak NO Credit refrigerant ! In 2019 they removed my UV lite system from attic with the heater etc. I purchased this 2006 and paid Keefe to install after Katrina Separate set up not part of heater. I have never received my UV setup back. No response from them Now 11/7/23 I am told that part I replaced 2/16/23 is defective again wrote up as DEAD Now cost 6 months later $511.39 plus affecting system capacitor cost $273.88 This is ridiculous. They need to correct what’s causing the problem Not just having me replacing the. Same parts every 6 months. On SS I don’t have this money. Fix the problem of arching. Tech said boss was going to call me next day As usual No Call. Never have gotten any call backs In January 2023 I called and requested an appointment to discuss the issue I had at the time Lady sent message. Can’t speak to anyone anytime I call always send a message. No Call back on this part issue since November.

  

  Business response

  01/11/2024

  Tell us why here...We are actively trying to contact the customer to get this matter resolved.  We have left voicemails and are waiting for a return call from the customer we will continue to reach out to her.

  Customer response

  01/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  I have  not received a call message on my house phone or my cell phone    Do not have a name or number to contact 
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21087672, and find that this resolution is satisfactory to me. 
  
  Regards,
  *** *********

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  need to replace burned window screen from fire of new condenser being installed.need to install a barrier in open area under unit to drown out loud noise when unit is running.check out hissing noise coming from unit when not running put cover on drainage pipe have state or parish inspector inspect the installation done by *******

  

  Business response

  10/11/2023

  Contacting customer by phone, text and email to send a supervisor out to address any issues they may have. 

• Initial Complaint

  06/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  New AC installed on 5/22/23. They ripped out ducts by mistake and once they put them back, the house is still not cooling, Keefes still has not returned our calls to come fix the problems. House is 68 degrees in the back and 76 degrees in the front. AC unit is making a squealing noise when it comes on and goes off. They owe us an ultraviolet dust removal cord.

  

  Business response

  07/06/2023

  This matter has been escalated to upper management.  They are pulling all data from every call that we have been out there for to find a resolution for this matter.  

• Initial Complaint

  06/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a Daikin air conditioner and heating unit from *********************** Heating and Electrical in ******, ********* on October 22, 2020 for *********. We have also purchased an annual HVAC Maintenance Plan each year to cover a lifetime labor warranty for 216.00/year. The unit has a 10 year warranty. Since the purchase of the unit, we have had numerous breakdowns of unit either not working at all or not cooling efficiently. ******* technicians would come out and "fix" the issue and the unit would work for a period of time and then breakdown again. On 12/19/22 the mother board of the unit was replaced and worked for a short period of time and since then the unit has begun to stop working periodically. We have contacted ****** and have asked for a new unit to replace this unit. On May 26, 2023 we went to the ******* office in ******, ** to demand to speak to a supervisor to resolve the issue. A service manager and technician of ******* came on May 29, 2023 and worked on the unit for several hours. The unit quit again and they returned on May 31, 2023 and worked several hours again on the unit. That night the unit quit again. We were leaving out of town and called and asked them to come on June 7, 2023. Service managers from both Daiken and ******* came and worked several hours on the unit. The unit quit cooling properly again. A service manager from ******* came and worked on the unit several hours again on June 12, 2023. The unit is still not cooling properly. We are contacting ******* again. We have asked repeatedly for the unit to be replaced because the unit is obviously defective and has proven will never work properly, We have also been told that there has been an issue with the mother board on these units and will be recalled. We have been told it is possible that our alarm system and satellite TV is interfering. We have also been told that the age of our house is an issue. All are ridiculous.

  

  Business response

  06/20/2023

  We worked out a resolution for the customer.

  Customer response

  06/21/2023

  Dear Sir/Madam:

  I am writing to inform The Better Business Bureau that the issues of my complaint of ******* Air Conditioning & Heating, **** as well as Daiken have been resolved. The entire Heating and Cooling unit has been replaced with a new unit.  We are pleased that the unit that was not working properly has been replaced with a warranty for a new unit.

  The ID number of the complaint that was issued on 6/14/2023 is #********. Thank you to the Better Business Bureau for your help in getting this resolved.

   

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

  5006 ******************.

  **********, ** 70448

• Initial Complaint

  05/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In July of 2017 or 2018 I purchased an air conditioning system from Keefe’s A/C. I also purchased their maintenance plan every year since I purchased the system. I haven’t had any problems with the system until recently when the dining room ceiling became saturated with water. A tech came out in April of 2023 and found one of the drain line couplings had not been glued. When the tech finished his inspection, he stated someone had over pressurized the drain line when servicing the system. This caused the drain line to begin leaking water which saturated the dining room ceiling. I was assured the problem was fixed so I spent $1500 to replace the dining room ceiling. I did not have to pay the fees for fixing the problems found with the drain line. This morning there are water bubbles in the ceiling in the dining room ceiling again. Even though the problem evidently not been fixed, I am expected to pay for a service call to have a tech come out to assess the problem. Due to my wife’s allergies to mold the ceiling in the dining room will have to be replaced again.

  

  Business response

  05/18/2023

  Reached out to the customer and advised we would send a carpenter out to repair the ceiling.  

  Customer response

  05/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20051131, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  03/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Whole Home Generator Installation, differs from what I agreed to with the Salesman.This purchase was made based upon information the ******* salesman discussed with me prior to the installation. As we sureyed the area where the unit would be placed, I was told the unit's pipes would face my fence. The salesman pointed out a tree ***** and specifically told me, if the installers find it to be a problem, they would remove the *****. There are other issues involving the exposed pipes, that differ from what was discussed. They damaged the sofits, but sent someone out to correct. When I asked the installers about the exposed pipes facing the wrong direction, the ***** was given as the reason and I was told that the salesman should not have told me they would remove the *****, just as I was told that the salesman should have told me the sofits could be damaged. I was also told that the pipes running alongside my home were because that is where parish code dictate they be placed. However, the salesman said they would run underground. I learned from the parish inspector that the parish doesn't dictate where the gas pipe is located as long as it meet certain criteria. The parish inspection FAILED because the Carbon Monoxide unit's that they installed doesn't meet codes hardwired standards, and was told that ******* should know better because there installations have failed for this reason in the past.This is a very expensive investment. To have the purchase based upon untrue information between the sales team and the installation team is very hard to fathom. I could have had the tree ***** removed myself if I wasn't led to believe that it wasn't an issue. Now it's a horrible eyesore.The cement between the gas meter and the unit was already removed to allow the pipe to be placed underground. The installers told me lies based upon what they said were parish codes, not in my purvue, and I relied on the company to have reputable personnel.Turn the unit around.

  

  Business response

  04/03/2023

  Generator codes are currently changing and when it comes to the carbon monoxide requirements, they are less then a month old.  Each Parish is in the process of establishing their requirements so that process we are adjusting as they are working through and establishing them.   We are sending the salesman, the sales manager and the install manager out to the customer to discuss what we can do to address the customers concerns within the code limits.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On August 22, 2022, I wrote ******* Air Conditioner and Heating two checks in the amount of $1000.00 and $394.20. The $1000.00 check was a down payment on a $12000.00 Air conditioner and heating unit. The $394.20 check was a deposit for a loaner window air conditioner they let me use until the A/C and Heating unit were installed. ***** tried to get me financed with a finance service so I wouldn't have to make any payments for *************************************** full before 12 months. The loan didn't get approved. ***** then told me that if I put $1000.00 down I could make monthly payments. I agreed to that. On Sept. 1, 2022, ***** came and installed the A/C and Heating unit. After installing the unit ***** asked how was I going to pay the balance. I told ***** that I would pay monthly payments as agreed. ***** told me I needed to pay the whole balance of $11,000.00. I told ***** I don't have that amount of money and they then uninstalled the unit, loaded it on the truck, loaded the loaner window air conditioner, and left without saying anything else. They never gave me any receipts or paperwork. I tried calling them several times to find out about my down payment and deposit, but I feel as though they are avoiding me. I don't have an account number, order, or tracking number.

  

  Business response

  09/08/2022

  Customer purchased an Air Handler with ******************** element only through Keefes A/C.  We sold her the Heater at cost as she is elderly and without air and could not afford anything more.  When responding to her concerns on a return visit we found no issues with the air handler that we installed.  The air ducts are in the attic with no access to get to them.  She cut a hole in the ceiling so we could see in and check around her ducts as a courtesy to her but that only allowed access to some of the ducts.  From what we were able to see they seemed fine.  We found no issue or evidence that the air handler that we installed has any reason to cause her allergies.  The ductwork is her existing duct work as well as the condenser was not changed out at the time we installed the air handler. 

• Initial Complaint

  08/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A New A/C unit was installed at my Rental property on July 21,2022. I was told that an inspector would come out to do a quality check of the work done. A pump was installed to drain the water from the unit which was not previously in place. I called everyday for 5 weeks and I was continually told that an e-mail would be sent to the install department and someone would call me. No one ever called me. I called Safety and ************** at City Hall and I was told that ******* had NOT filed a permit to install the unit. I called ******* again to request that I wanted an Inspection from Safety and Permits at City Hall not from ******* third party inspector. A supervisor finally called me after 5 weeks of calls and I was told that the person who does permits was no longer employed. I questioned why my calls were ignored for 5 weeks. Is it because of the location of the home. I paid cash for the unit, I feel that I should be reimbursed something for my inconvenience and poor customer service.

  

  Business response

  08/30/2022

  We are going to stand behind our workmanship and do what it takes to make sure everything is correct and to code.  Once notified of the error of the job not filed, we filed immediately with the parish.  As requested by the customer the parish will perform the inspection.  I offered to send a quality control technician out customer declined at this time until the parish inspection is performed. We offered the customer a extra years membership due to the inconvenience.   Nothing was done intentionally on our part and the person that handled that is no longer employed so all we can do at point is make sure we take care of everything and stand behind our work and workmanship which we are in the process of taking care of with this customer.  Permit is filed just approved today, calling parish Wednesday 8/30 to request the particular inspector the customer requested to find out when available and schedule with the customer.

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