ComplaintsforK & V Heating & Air Conditioning, Inc.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into my house in 2013, it was a new build. I have had issues with my heating/air unit from the beginning. K & V heating has been out numerous times replacing “parts” but not fixing the issue. I have 2 story house and the unit is too small and is working too hard for a house with separate thermostats and keeps going out. They’ve replaced the motor twice, it has frozen over several times, and countless other issues that a brand new unit should not be having. I have a 10 year warranty for this unit and they state it only covers parts and they refuse to replace the unit as a whole. I was told I need a “dampener” for the unit because it still it not operating properly currently and the part no longer exists. The manufacturer does not make it anymore. Yet and still, they will not replace my unit. The unit was faulty from the beginning and needs to be replaced. I have a warranty which is still valid for 2 more years and I need a new unit.

  Business response

  10/26/2021

  Ms, Neal, 

   I am responding to Ms ********* complaint. She does 10 years Parts and Labor on all Functional parts on the system . The only thing we have every replaced on her system a Motor and that was replaced under that Parts and Labor. We have been to her house 10 times since 2013. She hasn't been charged on all of these visit. She has had stopped up filters and the drain stopped up. This last time when her damper quit working it caused it to freeze up.  Then she was calling back saying it was to cold. That's because the damper was staying open all the time. She was told that the motor went out and we could not get a motor. We would have to replace the whole damper and when she was told what it costed she wanted her system replaced we told her that had nothing to do with the system and that her system was working like it was suppose to. Her warranty will replace every functional part on her Amana system parts and labor thru 8/2/2023. A damper isn't part of the system . That is considered duct modification. She is refusing to pay last invoice. So until this is paid our policy is we will not go back out. Our next step is to turn her over to collections. I wish she would understand this. I told her to call Habitat that they may help her. She can call any Amana dealer she choices and they and they can also help her. But they want help her with this damper.

   

  Thank You

  Sherry L******** / K&V Heating and A/C Inc.

  Customer response

  10/26/2021

   I am rejecting this response because:
  
  The response given were lies. I had motors replaced in my unit twice. Once in 2016 and again this year. I never was given a “price” for the damper and declined it. What I was told exactly was the damper could not be replaced at all because it no longer exist. The part is no longer manufactured and it out of production. So you cannot replace a part that doesn’t exist. Also, my warranty covers parts only they say. Never was I ever told the damper was not a “part”. Now they’re saying it’s not and it’s a duct of some sort which is not a part of the unit. But either way the part/duct doesn’t exist and cannot be replaced which is the reason I asked for a new unit.I have had too many issues for this unit to be only 8 years old. I’m not trying to get over at all. A warranty is in place for this reason. If it cannot be fixed, then you replace it. It’s simple. The receipt I attached shows that they had planned on replacing it but then came back and told me they could not get the part because it is no longer manufactured. I did not pay the last bill because the job has not been completed as the receipt shows. I owe nothing else but that last bill but the job was not finished so why would I pay on something that’s incomplete? 

  Business response

  11/03/2021

  Good Afternoon Ms Neal,

  I am sending you a copy of every invoice for Ms *********. There was only 1 motor replaced on her system. I think she is referring to the motor on the damper. I was the one to call her and talked to her about the damper. She was told by phone that you can't replace the motor on the damper the whole damper had to be replaced not just motor. I was the one who told her to call the guy at Habitat that maybe they would help her. The guy there told me that they were looking into her case and he would handle it from  and to get him the Est. in which we did. I was hoping they would help her but they must not see to helping her for was in the budget. I have not had any more contact with them. I think if she took a look at all the responses her system has been a pretty good system. If she chooses to obtain another heating and air conditioning company she can. We have sent her a copy of her 10 Year Parts and Labor Warranty. All she needs is Amana certified dealer. That is all that is covered on her Warranty. I feel that K&V Heating and Air Conditioning Inc. has bent over backwards for Ms. ********* . I'm sorry she feels this way. But we will not go back to her house until she pays the Diagnostic and the call where we cleaned the drained dated July 22,2021. I feel that saying that everything is lies.isn't good way to get help from people !

   

  Sherry L******** 

  Customer response

  11/03/2021

   I am rejecting this response because:
  
  I do not feel K & V has bent over backwards in any way at all all. In regards to “lies” comment I made, that was referring to being told that I rejected the price for the damper. In the invoice that I had attached to the previous response there was no charge for that. Yes they did charge me for the diagnostic fee for clearing the drain on 7/22, and I had planned to pay it but then a few days later the system stopped working again. It completely froze over. The owners son came out, thawed it out, did whatever he did we thought it was fixed. The next day it went out again. He had to come back yet again. That it when I was told about the damper needing to be replaced and it had to be ordered. He left the part sitting on top of my unit which it is still there currently and said he would be back to complete the work. So in less then 7 days time he came out 3x, so clearing the drain did not fix the issue. So charging me that diagnostic fee for clearing a drain when the issue kept happening and the job was never completed and parts were left laying around and my unit still isn’t fixed makes no sense to pay for an incomplete job. I could see if I had a huge outstanding balance with them but I do not. I have paid every time they have sent a bill except this time and it is very warranted because the job is unfinished and unit is not working properly to this very day months later. 

  
  

  A damper is a part. That part is sitting on top of my unit currently. It is no longer manufactured and cannot be installed as a replacement part in my unit. Clearly my unit is outdated if the part no longer exist and it’s only been 8 years so it needs to replaced with a newer working model with parts that exist. I’ve had had issues from the very beginning with the unit meaning it itself is faulty. When something can’t be fixed you discard it and replace it. I will gladly pay the bill I owe for a completed job that’s done properly in it’s entirety. K & V has no solution for the part that cannot be replaced and just keeps harping on a unpaid diagnostic fee. It’s almost winter and I have 4 children in my household that need a properly working unit. I did not break it or cause these issues so they need to be fixed and that is what warranty’s are in place for. 

  
  

  I have attached the invoices showing the dates when he came out for service in less than a weeks time. Last picture is the part still sitting on top of my unit that was never removed and he never returned to repair anything else. Then I was told the damper would take a year or more to come in because they no longer make the part then communication about it stopped all together and the invoices started to come. I will not be taken advantage of and forced to do anything that’s not right. This was not done right at all and I will keep going until it is. Thank you. 

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