ComplaintsforKnisely & Sons Inc

• Initial Complaint

  04/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Knisely & Sons Inc. regarding a recent service experience. Below, I outline the issues I encountered and the reasons I believe the company has not performed to the business standards. I hope to find a resolution and request reimbursement for the overcharged amount. While the handyman completed the task of adding two pressure valves/regulator to control the leaking caused by neighborhood high water pressure, I found the overall experience disappointing. The final cost of $501 was significantly higher than expected. They charged an additional $80 for a pressure regulator, which was considerably higher than prices at major retailers. Additionally, while I understood the $88 charge for the initial trip and examination, I was surprised by the subsequent 3.5-hour labor charge for the fix. This was especially unexpected considering the handyman’s claim that they had other commitments in State College the following day and could stop by to fix my problems. It appears that the entire trip to State College was added to my bill. Even after accounting for the entire trip, it seems that the 3.5-hour fee may have included at least an additional 30 minutes (about $36 based on their hourly rate) beyond the actual fixing time. Despite three attempts to address these concerns via email, I received no response. While the work was completed

  Business response

  05/28/2024

  The customer was aware that we charge from our Hollidaysburg office to the State College area and back to Hollidaysburg. I Checked with the men who fixed her problems and there were no problems with the work they performed. She even said this. The only problem is that the customer feels she can create her own bill. We have GPS tracking on our trucks and the time was correct. She is not saying we didn't use the parts, she only says we charged her more than what she could find it for, online. Yes, we do mark up the parts. She may not like it but if we want to stay in business, we need to. It is my opinion that i will not make refunds just because they want one. Therefore, there will not be any adjustments in this case.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 29, 2022 a representative from Knisely & Sons came to our home regarding our Generac Generator not working. Per their evaluation they found 2 front lift rods bent and broken. Checked cylinder for debris, rotated engine and said every thing was ok except for y the lift rods and they would order them. Never heard back from them. So I called to see what the status was of the repairs and was told they would call me when they were in . Again never heard back from them. I contacted another company who said per their evaluation and discussion and pictures with Generac we needed a new engine. Generator was repaired and everything was covered under our warranty. I called Knisely back and I asked them why I haven't heard back from them now 5 months later. They told me that the parts were never ordered because our generator was out of warranty. They never called to let me know anything or give us the option to pay out of pocket. They just dropped the ball and left me hanging. It's a good thing I contacted another company to get the correct diagnosis and to get it fixed or 5 months later I would still be waiting. I have reached out twice to Knisely to speak to someone of authority to get reimbursed for their charges of $214.00 for their mileage to my house and for their poor quality of customer service leaving me hanging and their miss diagnosis of the situation. Seeking a refund and an explanation of how they could be so disrespectful to a customer.

  Business response

  02/06/2023

  ********,
  
   
  
  Good afternoon.
  
   
  
  I have some information.  It appears that when Mr. ****** ********* called in about having his generator checked, Jennifer from our office explained in great detail what the service call payment terms would be.  I have attached a copy of the dispatch ticket.  We did not install the unit.  Mr. ********* was informed that Generac, the generator manufacturer, would need to be contacted to determine warranty status of his unit and to check on parts availability.  Our technician Gary did collect for the initial visit as was explained prior.  Generac’s warranty department was contacted via email and asked to determine the warranty status and get back to us.  Apparently, that is where everything stopped – we never did receive a reply from them.
  
   
  
  We were not reimbursed by Generac for any portion of the service call fee.  We are happy that the *********s were able to get the machine repaired under warranty.
  
   
  
  While Knisely & Sons is not obligated to make any type of refund, we would be willing to do so.  I would be willing to split the cost and offer a return of ½ of the payment made.
  
   
  
  Hope this will be satisfactory for everyone.  Please let me know.
  
   
  
  Thank you.
  
   
  
  Greg

  Customer response

  02/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Yes their fees were disclosed to us and we do not have an issue with paying the fees if the approrriate service had been provided.  According to the  company who competed the work ( which was improperly diagnosed by Knisley ) Generac had no record of any issues  reported to them on our generator. The other company properly repaired our generator and was fully reimbursed for everything from Generac.  Of course Knisley was never reimbursed by Generac because according to Knisley they never herad back from Generac nor did they attempt to follow up on their request to the company regarding our generator. So apparently eveything stopped with Knisley not with Generac. Additionaly it would of been nice for Knisely to have the consideration to contact us to let us know that they never heard back from Gererac , instead of leaving us hanging. I was told by Knisely after several times I called them as to the status of the repair that they would be in touch with us when the parts arrived.  If I hadn't reached out to another company to have the repairs completed we would still be waiting on Knisley to get bcak to us.

  
  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. ↩