Complaints

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted Mckellips to fix problem with air in the radiant heat system in basement. They have been out multiple times and have not fixed the problem--no heat. The last service call for the same problem was also not working within 1 hour of the service call. Same issue. I called to let them know it was not fixed and if possibly someone else could look at the problem. The woman stated: "No, the tech was her son, knows what he is doing and I just need to pay the bill. I explained that it is not working. She stated I had an outstanding invoice from 2009. I explained I did not own the house in 2009. She said it was from my previous address. I explained that I did not own that home in 2009 and it may have been an invoice for the Owner-**** *******. I asked them to send a copy of the outstanding invoice--they have not. I sent McKellips a letter (attached). Now I am receiving the same invoice. The heating still is not working to this day. McKellips has been out 6 times and has not fixed the problem. I should not be billed for the last 2 service calls of $326.25 that still have not fixed the problem.

  

  Business response

  09/16/2024

  After reviewing our records and speaking with ***** McKellips our response is as follows: 

  Re: the previous outstanding billing, we did send this invoice out along with the current invoice due via usps.  Our notes indicate these invoices have been sent out each month since receiving the referenced letter from Mr *****************  At this time we are willing to write this invoice off due to the age and uncertainty of responsibility.  

  RE: Invoice 2023-44165 dated 3/20/24  Our tech was called out on 3/12 for a service call stating the boiler ( water heater ) was not heating the basement loop. At that time our technician released a lot of air in the system. This is a normal process for boiler lines from time to time. On 3/13 the customer called back expressing the unit was still not heating that the loop only warmed for approximately 30 minutes. Our tech returned and he again bleed the system. After this was done the customer once again called stating this unit was still not working properly  and requested to have ***** McKellips personally return.  An apt. was made for ***** McKellips to return and meet the homeowner on 3/21 to go over the unit. When he arrived the homeowner was not there and indicated to the office he was out of town and to just handle it.  ***** McKellips then took 2 hours to go over the unit and observe it operation.  Noting that the unit was working properly. Expressed in notes that the area does take some time to get up to temp as the customer is turning this loop down while not using. It was recommended to leave the heat on at a marginal temperature or turn unit up prior to use of space.  This unit was in good condition and working properly at the time we had finished our 2 hour service. As for the billing, Mr. ********** was billed for initial service call and the 2 hour inspection time. The second visit from tech was not billed for. At this time we feel the outstanding invoice mentioned above is due and payable for services rendered.  Total  $ 326.25

  Thank you. 

  Customer response

  09/23/2024

   
  Complaint: 22237097
  
  I am rejecting this response because:

  RE: invoice mentioned from 2009, I never received any invoices or I would have addressed them-likely because invoices were sent to my old address that was sold to **** *******.  

  RE current invoices for 1306 *******--the original issue was air in the lines. There is still air in the lines and the heat system still does not work.  The statement that I was turning down the heat is false.  I only turned it off after the service tech left and the heat quit working. Does not make sense to keep  the pump running too hot to touch trying to pump air.  I also turned off the system after the technician left and there was no heat--I checked the pilot light and it was not lit.  Because the tech just left and the heat was no longer working and I could smell gas, I turned off the t-stat and called McKellips.   THE HEAT IS STILL NOT WORKING.   I have been trying to resolve this issue all summer, but now I have to call another company to fix the original problem--AIR IN THE SYSTEM.  

  
  Sincerely,
  
  ***** **********

  

  Business response

  09/23/2024

  As stated, we are waiving the past bill as a courtesy to the customer. 

  There was never a mention of Gas leaking at any time in any correspondence with customer. When ***** ******************** was on site for the two hours the customer was charged for the unit was working properly. After that we had not heard from the customer.  We would be happy to once again address this issue but it sounds like he has found another resource.  We would be happy to address once again if customer is able to meet ***** ******************** on site.  Again, we were unaware until the contact with BBB that there was still an issue. 

  Please contact our office if you would like to set something up and ***** is happy to meet you. 

  Customer response

  09/23/2024

   
  Complaint: 22237097
  
  I am rejecting this response because:  

  Within a couple hours of the last service call in question the heat was still not working. I called and asked if maybe someone else could take a look at it since we were still having the same issue from the start after multiple service calls and expense. She stated: "No, they know what they are doing and I just need to pay the bill and that there was still an unpaid invoice from 2009.  I asked her to send me a copy of that invoice and explained that I sold that home in 2008.  She never sent a copy the bill, no have I ever received an invoice--probably because it was sent to my old home address that I sold in 2008.  - That bill should probably go to the owner of the home in 2009 -**** *******.     I then sent a certified letter asking the owner to call me to come up with a plan to fix it--no response- all summer.  Then they send me the invoice again--at which time I contact the BBB.  I have waited all summer for McKellips to resolve the issue--they refused.  I now have scheduled another company to fix the original problem.  I demand the last service invoice for $326.25 which again did nothing to fix the original issue be waived.  
  
  Sincerely,
  
  ***** **********

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