Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased approximately $250,000 worth of furnaces and A/C units from Kettle Moraine (KM) in November 2023. We completed a rebate incentive application and filed it with focus on energy (FOE) in February 2024. By mid-May we still hadn't received any rebate payment so I emailed FOE on 5/13/24 and they responded stating the payment was issued to KM on 4/30. I called and texted KM who said they were trying to locate the payment and that they would be back in touch with me. 2 weeks went by and I didn't hear anything or receive any payment so I again called and texted KM and they said a payment was finally be sent to us for $4700. However, the amount that we are due from the rebate that was paid to KM by FOE for our purchase is $6400. To date, we have not received any of it. Just FYI: Additionally, KM was contracted to add heat runs in our upper units in late 2023-early 2024. We were invoiced for the work, and paid KM when they stated the work was complete. However, when tenants still had issues with heat we then discovered the work was never actually done. Once they returned and completed the work, the workmanship was terrible.

  

  Business Response

  Date: 06/05/2024

  Thank you for taking the time to speak with us.  We appreciate the opportunity to review the events that transpired and deeply regret the issues caused by poor communication on our part.  We are truly sorry for the frustration and inconvenience this caused.  It is disappointing that the situation was not escalated immediately.  I am aware the rebate check was sent and should have been received at this time.  Our number one priority is customer satisfaction, and we are fully committed to earning back your trust.  As mentioned on the phone, our leadership team works diligently with our teams, I believe we can say we have amazing and skilled people working here. We would like another opportunity to convince you of that.  

  Thank you again for allowing us to improve and make things right.

  Sincerely
  *********************
  Office Manager
  Kettle Moraine Heating & Air Conditioning, LLC

  Customer Answer

  Date: 06/07/2024

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *******************************

  Customer Answer

  Date: 06/10/2024

  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.
  
  I am still unclear if there are additional funds that should have been returned from the rebates.  The rebate company is currently investigating.
  
  Regards,
  
  *******************************

  Customer Answer

  Date: 06/13/2024

  I am still waiting to hear back from the rebate company. I will update you once I hear from them.

• Initial Complaint

  Date:05/04/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an installation of a ****** BTU perfect aire thru the wall Air Conditioner on Friday May 3rd, 2024. I tried to get a higher BTU unit but **** from sales said he could only install a ****** for some reason and I now worry this was some second hand unit or great deal they got on it. The price for everything was $1,699.00 including tax. I had them send me information about the unit and the total cost was around $600.00. I then started thinking $1,100.00 for installation seemed quite high. I didn't even get a new sleeve put in and the unit didn't fit right and because of being permanently disabled with PTSD I now have anxiety that the unit maybe a problem down the road. I asked the installer about his experience because he kept reading instructions and **** from sales stated in our phone conversation on May 1st, 2024 they install a lot of these but it didn't appear that way to me. They also couldn't use my former outlet that was solely for the ** and had to use a different one without suggesting a different outlet be constructed by them and I had to rearrange my radio, and table light which now I am not able to use because of how the building was wired in 1974 that I continually mentioned several times to the installers. I am worried about this becoming a problem down the road also. I had to do additonal vacuuming and cleaning including a large black handprint on my wall. I asked if the Installers wear footies and **** from sales assured me they would but they didn't so I had to mop.They were only here for about an hour and I would like $300.00 refunded to my credit card because of all these truthful events. I now may have to pay more money at a later date and my PTSD is definitely affected as I have an extremely difficult time even letting people in my Condominium in the first place. I put my life on the line for everyone and informed **** of that per our phone conversation Wednesday May 1st, 2024.Thank you for your understanding.*********************************

  

  Business Response

  Date: 05/21/2024

  Thank you for your patience and entrusting Kettle Moraine Heating & Air Conditioning.  
  We value every relationship we have with our customers and strive to provide 5 Star Service
  at all times.  I apologize if we did not meet your expectations and if items were left unaddressed.  
  In the rare circumstance that there is something that needs attention, we want to attend to these
  matters immediately.  We do this by speaking with the customer, gathering information and if 
  necessary sending the appropriate individual to the home.  In this situation, I respect your desire to 
  not have this take place.  We appreciate your service and for choosing Kettle Moraine for your install
  needs.  I have sent you an email directly to provide resolution to this matter.
  
  Sincerely,
  *********************
  Office Manager

  Customer Answer

  Date: 05/29/2024

  [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.]
  
  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,
  
  *********************************