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

• Initial Complaint

  08/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ***** replaced my old air conditioning system with a new system on July 17, 2024. Two days after being installed water leaked through the ceiling onto the floor. The install team returned the following morning to take corrective action. In the process of removing an old air conditioner from the attic the tech indicated he damaged the attic latter and had to s**** it tight to prevent any mishaps. I was also told someone would be sent to fixed the ceiling & latter.. The ceiling appears to be okay but the attic latter repair is unacceptablea. I have contacted ***** over the past 2 to 3 weeks at least 7 times and each time I was told that someone from installation would be contacting me. The last call I made was yesterday without a response.I questioned the tech why the drain line from the emergency drain did not extend to the outside of my house and he said someone more experienced in handling vinyl soffit/facial boards will come out to blow the line and fix the problem.. no one contacted me. I am also waiting on the promised warranty certificate that I was told would be sent over 2 weeks ago. So let me recap the pending issues:1. The attic latter needs to be repaired or replaced.2. ***** needs to blow the emergency drain line and extend it through the facial board.3. ***** needs to issue me a copy of the warranty certificate as quoted.I really hate to file this complaint but I just dont see any other options other than consulting an attorney.

  

  Business response

  08/26/2024

  Install manager is reaching out to the customer to address his concerns and we have sent his information to our ********* who will schedule with the customer.  We will update accordingly!

• Initial Complaint

  08/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am requesting a Cancellation of an order for a Generator, that was placed on 7/9/2024. There has been No Response from ******* on the status of the order. They also asked for a loan application. I have asked to Cancel the Order Immediately. With no response. I want to make sure that I am not charged for something I did not receive, and no longer want. The loan application is in the amount of $21,000.00

  

  Business response

  08/23/2024

  The customer purchased a ****************** on July 9, 2024 and is currently in the permitting process, customer was advised the longest part in the process is the permitting of the generator. The customer was updated with this information and was advised that we need to wait for the parish to approve the permit. Unfortunately, the permit process with the parish is taking longer than anyone had hoped due to an inflex of generator permits being filed which has caused the parish to have a backlog.  We cannot install a generator without the permit as this is code and we have no control on when the parish approves the permit. However, we are more than willing to cancel the contract and have done so.

  Customer response

  08/23/2024

  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.]
  
  I spoke with ****** of Keefes today.  He was supposed to return my call with a response from upper management.  He has not returned my call as of 5:00 pm today 8/23/34.  Per the last sentence on the business message you have provided stating   However, we are more than willing to cancel the contract and have done so.  
  I would like something In Writing from Keefes and their finance company ******************* that this contract is in fact cancelled and no payment will be required from me and no responsibility enforced on the loan. As we have not received the product or service.  Thank you   

  
  Regards,
  
  *************************
  
   

  
  

  

  Business response

  08/29/2024

  Let this be written documentation that we have cancelled the contract through Keefes A/C, Heating and Electrical.  Regarding the portion through ********** the customer would have to call ********** to verify as there is no paperwork, they provide us showing it is cancelled for the work order or the financing that was done through them.   

• Initial Complaint

  08/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 8, 2023, I purchased a total replacement of my HVAC System. Before starting the work, I was informed that my ducts were bad and needed to be replaced. I explained to the installation crew that I was not paying extra for duct work that was supposed to be included, and if it was not included to cancel the job. The guys called their supervisor and their supervisor came out, he never spoke to me directly. However, I was informed by the installation crew that they were going to change the ducts out. Come to find out, they changed some, but they did not change them all. They only changed out two, and left the others that were in poor condition in tact. This was observed by another tech that came out on July 27, 2024 due to a pungent odor flowing through the A/C vents. I spoke with ******** and she said that someone would be reaching out to me, but they never did. I contacted ******** a few days later to inform her that no one called. Finally on July 29 2024, I spoke with ***** who was supposed to be investigating the issue and getting back with me on Wednesday July 31, 2024, and now it is August 9, 2024 and I still have not heard back from *****.

  

  Business response

  08/19/2024

  We were called out by the resident to give options on replacing the a/c and heating system based on the recommendations of what the customer wanted to change out and pay for.   If the customer wanted the ductwork changed out at the time it would have been an additional charge and the ductwork would have been quoted to change out.  Once the installers unhooked the existing system and could see inside the current ductwork, they found the ductwork to be in poor condition and recommended to the customer they should consider replacing the ductwork as well, she declined and advised she could not spend any more money at this time.  As a courtesy we changed out a few of them at no charge that were non-repairable and could not be re-attached.  At no time did we agree to change out her complete ductwork at no charge she would need to get an estimate on replacing the ductwork and it permitted with and manual D as per local code.  

• 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,
  
  ***** *****

*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. ↩