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Complaint Details
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Initial Complaint
10/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a new furnace from KKomfort on 02/03/2020, from the ***********, ** facility. ******* worked good for first year of 2021. Start of winter season 2022, the flame sensory was having issues (I know this now). 0n 02/04/2022, technician TK from the Grafton facility (per bill) came to service furnace. His words, "This is an easy fix. Just pull this wire from the plug. Rub some metal sandpaper on the wire contact. Put plug back on. Good to go. Easy last customer on a Friday. I am done early. Sorry to have to charge so much for such an easy fix. $147.95." Total time here was less 15 minutes. I had to perform that task 2 more times that winter. On 11/01/2022, technician TK from Grafton performed a furnace cleaning, and check on the same problem he "fixed" on 02/04/2022. Technician TK performed the wire cleaning on the sensory contact, and he said "furnace found no problems other than gas was brought down from 3.7 to 3.5." Charged $167.95. As the winter went on in to the year 2023, I was having to perform the wire cleaning more often. On 04/03/2023, I called KKomfort to request service for this continued problem, and was denied service as I was told "We no longer service your area due to the *********** facility closing". I asked to speak to a manager, and was told "I will have him call you". No call for days. I had two other furnace technicians look at the problem and state, "it is the probably the flame sensor and that part is covered under your warranty through the company that installed the furnace". I finally talked to a manager and the conversation ended with no resolution. Winter was over by then. The recent week of October 16th, I tried again to have KKomfort service this simple and under warranty part. I was denied. Had new company fix problem on 10/18/2023. Charged ****** for labor, not part. Technician SN from ******************* states, "they should have pulled out sensor and checked it. It clearly had dead contact spots per voltage test, that's just lazy."Customer response
12/11/2023
I am seeking a total of ******. The total of the three bills mentioned in my first complaint. The furnace just had the annual cleaning by the same company that fixed the problem. The tech stated and it is on the bill, "adjusted the gas pressure, it was not running at the correct." So more evidence that KKomfort technicians and the company might be running a scam with this part.
Business response
12/12/2023
Flame sensor cleaning is a part of a regular maintenance and is not covered under warranty. The regular price for a service call is $129.95 plus tax and the flame sensor cleaning is a separate charge. I reviewed the complaint several times and confused with the reasoning as to why we have to pay for it. ** was from the area, I am not sure why the client keeps saying that he was from Grafton. K Komfort no longer operates in ***********, so we don't come out to the local calls anymore. Parts warranty can be fulfilled by any contractor it doesn't have to be the installing contractor. Labor warranty is no longer available for this installation. We suggest client to perform regular maintenance on the furnace as required by the manufacturer to avoid emergency service calls with the flame sensor.Customer response
12/14/2023
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.I was present for all the service calls and watched the technicians the entire time they were performing their service calls. ** did clean the top part of the sensor rod, but he did not perform ANY other service on 2/4/22. He was here for 15 minutes. It took him longer to get he furnace cover off, where most of the 15 minutes were spent. The sensor rod should have been taken out and checked on a voltage meter to see if it was malfunctionioning. He did not do it on 2/4/22 or even on 11/1/22, when I was still complaining about the same issue he said he fixed on 2/4/22. *************** comes, replaces the sensor and all the furnace problems are fixed. I have records that I have been doing the regular service, annually, and changing the filter every month, as suggested by Kkomfort.
Regards,
***********************
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Contact Information
Business hours
Today,12:00 AM - 12:00 AM
MMonday | 12:00 AM - 12:00 AM |
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TTuesday | 12:00 AM - 12:00 AM |
WWednesday | 12:00 AM - 12:00 AM |
ThThursday | 12:00 AM - 12:00 AM |
FFriday | 12:00 AM - 12:00 AM |
SaSaturday | 12:00 AM - 12:00 AM |
SuSunday | 12:00 AM - 12:00 AM |
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.