ComplaintsforSchneller Knochelmann Plumbing, Heating & Air

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Business was contracted to replace older HVAC unit, replaced with new rheem unit that has continually had issues. Unit replaced was almost 14 years old and still running meanwhile new unit has broken down many times over the 3 nearly 4 years its been operational. At this point I feel buying a newer A/C unit was just a scam. As I write this the rheem unit that was installed is currently blowing cold air during its heating cycle despite working just yesterday, and despite warmer than normal temps above freezing the heat pump unit requires aux heat to blow anything warm. You call about the issues and you'll get a answering service that offers to schedule you an appointment thats a few days out leaving you in the dangerous cold/heat, and be left with nothing but a frustrating experience to the point that I've paid other HVAC companies that'll dispatch someone immediately to come and fix the unit.

  

  Business response

  01/26/2024

  Good Morning, I have read over the complaint about Mr. ********* system. I have attached his service history in a jpg file. We installed the unit on 05/30/2020 with proper installation. We then were at the property for a heating tune up on 01/29/21 and a cooling tune up on 6/5/2021. On both of those occasions the system was running within manufacturer specs and there was nothing wrong with the unit. We have had no other communication with the customer since then and there has been no maintenance done with our company on these units. The Maintenance Agreement expired in 12/20 at the home. We had no idea that there was even an issue with the unit at the Buckley residence. We take pride in our workmanship and the customer service that we provide. I do apologize for experience that you had with the answering service. We have our own people in office Monday-Saturday, chat on our website, email service, and request forms through our website as well. We have lots of ways to communicate with us and we are not a company that runs from problems. We are a company that takes care of our problems and our customers. Over the entire course of our business we have ranked a 4.9 out of 5 across many platforms. With all of that said, we would like to have the opportunity to come out and take a look at the system and make find out everything that has been done to it that was not our work over the last 3 years and also get it into working order for you. We request an opportunity to make it right with customers in all situations and in this case we have not even been given to the opportunity to speak with you or to see the unit. I am not willing at this time to refund any money for the installation of a unit that as of 6/5/21 was performing the way that it should. We have no idea who worked on it and what has been done to it. We would like to come out with our tech and our field supervisor to look it over. Maintenance is critical for these units and we do not have record of any maintenance being done to it. 

  Customer response

  01/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  10/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2021 I contacted Schnellair and Knochelmann to fix a leak under my kitchen sink. I was advised I need a new strainer thing which I found idd as the SINK WAS A YEAR OLD. I questioned and was given an answer that I didn't know was incorrect. For 2 years I've missed work etc and am promised EVERYTIME that "if it happenscagain....". Well 5 visits later and a warped cabinet AND A RODENT CAME IN BECAUSE OF WATER....despite having monthly maintenance by Orkin as well as exclusion done....and throwing out on a regular basis whatever I store there ....febreeze.. cascade..dawn..you name it...a. nother. Leak...I belong to THEIR maintenance program. Have paid fees for 2 years. AND THEY CANT COME TODAY OR TOMORROW. yeT cite 24/7 availability. The cabinet has warped. The area is still leaking. Fix it. Once and for all. Horrible experience.

  

  Business response

  10/27/2023

  We are very sorry that *** ******* kitchen sink tubular drains continue to leak. We definitely would like to get our manager, Chad B***** to fix this once and for all. I was only able to add 5 files to this response, but I have 5 more files I would like added. We have continued to send plumbers out for $0 to take a look at this issue. Each time a plumber goes out they are finding the tubular lines to be disconnected on arrival which is almost 99.9% impossible for them to do on their own. Here are the dates: Original Call: 8/30/21: Then found other side basket strainer leaking 11/15/21 and we went back out on 11/18/21. We then received no calls on this again until 9/21/22 which was a full year later. We do not live in the home nor can we take on responsibility for how the plumbing in someone's home is used, but we went out for free 1 year later and fixed it again. We then received no other calls until 3/3/23 in which we went back out again for free and the lines were taken apart again. I have a picture attached to this complaint response that shows the pipes were all connected and there were no leaks when our plumber, Austin left that day. We received no calls about leaks until 10/9/23 which is a full 6 months later. This type of leaking and pipes disconnecting does not happen. This is the only case in which we know of that upon arrival pipes just are disconnected. The amount of time in between calls is also beyond our control. We want this to be handled for *** ***** once and for all. We can send Chad B*****, our plumbing manager out to go over it all, check for no leaks just like all other times we were there and there were no leaks when we left. 

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I previously had a recurring subscription with this company to pay $15/month for maintenance of the HVAC system in my former house. I called them at the beginning of July to cancel the service, and they said they would do so. Instead, I was charged the normal rate. I called again at the beginning of August (after selling the house), and they said they would cancel the subscription and refund my payment for July. Instead, I was also charged for August.

  

  Business response

  09/01/2023

  *** *******, 

  First and foremost I would like to apologize for the frustration and inconvenience of this entire situation. We are refunding the last three payments which total $45 and cancelling this PMA account now. I am not sure how this did not occur in the past and I am sure was human error. We would never purposely cause customer this type of problem and like to make things as simple as possible. You should see that refund hit in the next 3-5 business days and I assure you the account is cancelled now. Again we apologize for this trouble and hope that you have a wonderful Labor Day weekend!

  Customer response

  09/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2000.00 paid for a hot water heater. Not installed correctly: A few known examples: Wiring is incorrect, audio and 12 amp wires are used for a 10 amp unit Did not apply for permit Is not inspected Does not produce hot water PVC is used, which is not up to code Refusal of corrections to unit without paying 99.00 fee.

  

  Business response

  08/18/2023

  Hello *** *******, 

  We apologize for all of the issues with the water heater installation and all of the frustrations and questions that this caused in your mind about our business. We hope that the full refund of the entire sale is a step towards making it right for you. We did originally refund all of the money on 7/31/23 and that check got lost in the USPS system. We cut the new check on 8/17/23 and had our installer deliver directly to your home. We have always taken pride in our A+ standing with the BBB and our Torch Award for Marketplace Ethics when it comes to taking care of our customers and a business that stands by morals and ethics. These are our CORE values and we are happy that you brought our deficiencies to our attention so that we can coach and train our team to always be better at the service they provide. Again, we sincerely apologize for all inconvenience that this may have caused you. 

  Thank you! 

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company for a furnace tune up. The tech charged $79 for the work and then told me he'd noticed a crack in the heat exchanger and oil leakage in the blower motor. He issued a dire warning about the possibility of CO2 escaping through the crack in the heat exchanger. He also told me that the oil leakage in the blower motor would eventually cause it to seize up and render the furnace inoperable. His estimate to replace these parts was $1122 for the blower motor and $4247 for the heat exchanger. I decided to get a second opinion. The second tech examined the furnace and pronounced it to be in perfect working order. When I showed him what the first tech had written on his estimate, he laughed and said that was a very common thing for unscrupulous companies to say when trying to drum up business. He also told me that it was "highly unlikely, nearly impossible" for CO2 to escape, even if the heating element was cracked. (An article I found on the internet called carbonmonoxidemyths.com confirmed this.) Also according to him, some techs, if they notice religious stuff hanging up in the house, will even offer to pray with the homeowner and "give thanks" that they weren't asphyxiated from all of the CO2 escaping everywhere. As for the claim about oil leaking rom the blower motor: according to the second tech, the blower motor does not even contain oil. So who knows if the first tech even did what he was supposed to do during this so-called tune-up. The whole thing was obviously just a ploy to frighten me into making a high-dollar purchase. I want a refund of the $79 plus $100 for my time in meeting with two techs--one who was full of baloney, and one who saved me from needlessly shelling out thousands of dollars.

  

  Business response

  12/14/2021

  We completely understand the customer's concerns and already have wheels in motion to contact her directly and schedule to have our Service Manager meet her and the other company there to reconfirm our tech's findings. I have attached all of the call details: tests that our technician ran to come to his findings. On the attachments the customer provided it did not have the actual readings such as Temp Rises, Flue Temp, Flue CO PPM, and other crucial items. Also, blower motors are hermetically sealed and do have oil them, that is how the motor is lubricated. We also have pictures of the cracked heat exchanger for record. We have no idea if the other technician used had any of the proper tools to take the readings to make proper diagnosis. We run an ethical and direct education business for our customers and need to use no tactics just facts. We provide facts and allow our customers to make their own informed decisions. 

  Customer response

  12/14/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16359807, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* ******

  1. The business states that they have photos of the supposed damage. If that’s true, why weren’t these included with the estimate? I have no way of knowing if the photos they now want to show me are actually photos of my furnace.

  2. The business did not address the fact that the technician claimed there would be CO2 escaping from the supposed crack in the heat exchanger. This is categorically FALSE. At best, this statement represents a lack of understanding on the tech’s part; at worst, it represents a deliberate attempt at fear mongering in order to fraudulently obtain business.

   3. I have no plans to allow the techs back into my rental property or to further discuss this matter with anyone at the business. They have permanently lost the opportunity to do business with me. 

*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. ↩