K & S Heating, Air Conditioning, Plumbing, LLC

Initial Business Response / [redacted] (1000, 5, 2016/03/18) */ Hello [redacted] , You sent me an Email letting me know about this situation days agoI was able to sit down with the tech and the deptmanager yesterday afternoonAfter meeting with them I feel 100% sure that the only solution was to replace your water heaterIt was leaking and there is no repair for a tank leakI am also 100% sure we failed to properly communicate to our technician the exact situationwe did not provide him with the proper information about who to contact and who the homes decision maker isfor that we are very sorryThis was a unique situation however there is no excuse for us to not have passed on the info we were provided from you We did give you back credit for the original service call saving you $You told me in your last email you would check to see what other companies around the area charge to replace a water heater and that you "would be in touch"We are very competitive on our water heater replacement pricingWe are always within $dollars higher or lower with any comparable productPlease accept the $off as our apology for the miscommunicationIf you do not want the water heater and would like to have us return it I would understandWe did not ask you if you wanted it and that would be understandableHowever if you do decide to return it I would feel obligated to collect the $service fee we are crediting Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the apology and ,yes, I did do some checking around and found that your price on this specific model of water heater is fairly competitiveI just would have appreciated the ability to ask questions about types of water heaters and their energy efficiencyI had no opportunity to learn anything about this water heater (I realize that was because I was not at the house)I would accept this response if you would agree to contact MN Energy and do the paperwork and get the $rebate for me as this water heater is within the energy factor range and should qualify for the rebate Sincerely, [redacted] Final Business Response / [redacted] (4000, 9, 2016/03/21) */ Hello [redacted] , Thank you for your response I would be more than happy to fill out the paperwork insuring that you get your $rebateI contacted MN energy and they said you should see the check in the mailbox within about weeksconsider it done! Respectfully Brian [redacted] Final Consumer Response / [redacted] (2000, 11, 2016/03/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you so much for your quick response BrianI appreciate your addressing my concerns Sincerely, [redacted]

I am rejecting this response because:
We were NOT given a choice with an estimate from the electricianThe NOW action was for Saturday work, which was "rigged" up to get us through until we could figure out the real problemThe installer Adam was greatI would recommend him to anyoneA good faith estimate should have been given prior to workThat is my main complaint, especially after paying $5000+ for a new systemThat is allPeople beware

The day that the homeowner called Sara stated that if it was a problem related to the install there would be no chargeHowever The problem was with the existing electrical systemAs We previously stated we did not install the system saver switch or the electrical disconnectThis was the location of all said problemsIt would not be possible for a person that works for the power company to dispute this accurately without being presentWhen you called Sara and said you wanted the A/C fixed "now", we took the homeowner at face valueI also have a service ticket signed by the homeowner approving the work(see included attachment) We at K&S take ethics very seriously and we feel that after reviewing this situation all company policies and laws and work ethics were respected

Mr***,You sir are the one who did not have the patience to wait a few hours for our technician to come back to see why your aging Lennox pulse furnace had faild againWe were willing to come back out to your homeYou canceled the callIt is short sighted for you to expect us to cancel a call for another family to rush over and attend to yoursWe run our calls in the order they are received. Did you fully read the last response where I explained that a furnace can't run for even minute with a plugged intake? You can ask as many professionals in the HVAC trade as you feel is neededAs a Master HVAC tech I can tell you it's not possibleIt is however very common to have a intake freeze up when the air is very cold and full of floating ice crystals like the conditions that nightWe actually had other calls for the same problem that night. We do not use a checklist on "No Heat Calls" we fix the problem and we insure the system is working properly before we consider the job completeThis is the industry normIf you wanted to have a full system inspection you should have stated you wanted oneI'm not sure what intake checking device you feel we should have used? Your furnace has it's own device that checks the intake and exhaust every time it starts and monitors the pipes the whole time they runit's called a pressure switchThis is why it's impossible for the intake to have been iced up on the original callBecause if it was we would have known it and the furnace would not have started.Your furnace is a Lennox PulseIf you don't know it that furnace has had multiple heat exchanger issuesIt should be replaced! Many of it's parts are no longer available, and if it's a Lennox Pulse model G14Q it's heat exchanger has about a 10% chance of passing the Lennox approved pressure testIf it is a Git has a better chance but it's still going to need to be replaced soonI have attached a picture of your filterDo you still think you replaced it a month ago?

Initial Business Response /* (1000, 5, 2015/11/05) */
***,
Thank you for letting us know about your experience with your new system installationI'm sorry to here that there was some damage to your sidingI spoke with Mike *** and the install crew about this situation
You should have
been contacted on Tuesday afternoon by Mike letting you know that he is getting in touch with a contractor to make the necessary siding repairsPlease let me know if you have any concerns about this getting resolvedI will be checking the progress on this getting resolved
Thanks,
Brian ***
General Manager
K&S Heating and A/C
***@ksheating.com

Revdex.comOn 4/19/K&S dispatched Brandon to the Home in question to provide maintenance on the cooling systemWhen Brandon looked over the system he found that the unit was low on refrigerantHe told the homeowner about the fact it was low and according to the homeowner she gave him the ok to add
refrigerantRefrigerant is measured in lbsand oznot unitsIt is not possible to know how many lbsand ozneed to be added until you bring the unit to full charge and look at the scale to see how much you usedTo say that the unit hold or lbs because a book or manual says so is impossibleThe amount shipped in the unit from the factory is all you can look upThe system we were working on is a split type A/C which means that the unit outside is 2/of the systemThe other 1/is the copper lines and the indoor coilIf a unit comes from the factory with lbsof refrigerant it is not uncommon to have to add 4-more lbs depending on the choice of indoor coil and length and size of the line setI have years experience on this subject and have experienced many larger ton units like this one that hold 10-lbs of refrigerant.I agree that the homeowner should have the option to decide weather or not to charge/fill the unitI also have agreed from the beginning that I wish Brandon new how much the unit would hold to provide an up front price it would cost to charge/fill the unitHowever this is always an educated guessI offered the homeowner the option to pay for some refrigerantAt the time the homeowner declined and said she would not pay for anyK&S has since received a check from the homeowner for all the services provided minus the lbs of refrigerant. I propose the following resolutionK&S will drop the pending court case and deposit the $check we have in our possessionWe will void the remaining credit you have for any future preventative maintenance(its a non refundable agreement) in turn we will forgo the charges for the remaining lbs of R-refrigerantThe value of the refrigerant is $the value of the remaining PMA agreement is $this is in favor of the homeownerIf this is not acceptable we will go to court

Initial Business Response /* (1000, 5, 2016/03/18) */
Hello [redacted],
You sent me an Email letting me know about this situation 3 days ago. I was able to sit down with the tech and the dept. manager yesterday afternoon. After meeting with them I feel 100% sure that the only solution was to replace...

your water heater. It was leaking and there is no repair for a tank leak. I am also 100% sure we failed to properly communicate to our technician the exact situation. we did not provide him with the proper information about who to contact and who the homes decision maker is. for that we are very sorry. This was a unique situation however there is no excuse for us to not have passed on the info we were provided from you.
We did give you back credit for the original service call saving you $99.00 You told me in your last email you would check to see what other companies around the area charge to replace a water heater and that you "would be in touch". We are very competitive on our water heater replacement pricing. We are always within $100 dollars higher or lower with any comparable product. Please accept the $99.00 off as our apology for the miscommunication. If you do not want the water heater and would like to have us return it I would understand. We did not ask you if you wanted it and that would be understandable. However if you do decide to return it I would feel obligated to collect the $99.00 service fee we are crediting.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the apology and ,yes, I did do some checking around and found that your price on this specific model of water heater is fairly competitive. I just would have appreciated the ability to ask questions about types of water heaters and their energy efficiency. I had no opportunity to learn anything about this water heater (I realize that was because I was not at the house). I would accept this response if you would agree to contact MN Energy and do the paperwork and get the $45 rebate for me as this water heater is within the 0.62 energy factor range and should qualify for the rebate.
Sincerely,
[redacted]
Final Business Response /* (4000, 9, 2016/03/21) */
Hello [redacted],
Thank you for your response I would be more than happy to fill out the paperwork insuring that you get your $45.00 rebate. I contacted MN energy and they said you should see the check in the mailbox within about 4 weeks. consider it done!
Respectfully
Brian [redacted]
Final Consumer Response /* (2000, 11, 2016/03/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you so much for your quick response Brian. I appreciate your addressing my concerns.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Please clarify that I will not be responsible for court fees related to filing their case. I would appreciate if K&S would send an invoice stating that the payment received satisfies my obligation and my account is paid in full. Thank you.

I am rejecting this response because: K& S left this family of four to freeze!!! Brian [redacted] and the rest of the company failed to take any ownership or accountability for the simple fact that their tech missed the problem. Nowhere in his response does Brian [redacted]...

address the issue that his tech Adam [redacted] failed to do the basic check of making sure the intake pipes on the side of the house were not frozen over. Again, I have 3 people who are experts in home heating who have informed me that any service tech should have physically checked the intake on the side of the house. When I asked Eric [redacted] of K&S if there was a checklist for their techs he informed me that there was no checklist for their techs. There is nothing on the actual diagnostic report about the tech checking intake meter levels with any sort of device. This was a rush job in frozen temperatures with multiple calls and a rush to make the almighty dollar. Furthermore, I'm beyond insulted that K&S reacted as opportunists and tried to sell me on replacing my furnace! The nerve! Not only did you fail to take responsibility you attempt to manipulate the situation by saying it's time for a new furnace? Our furnace has been operating amazingly ever since an emergency call from Exel and their tech cleaned off the frozen intake on the side of the house. K&S should be ashamed of themselves and take a long look in the mirror. My next steps are going to the Commerce Department and offering as many negative reviews as possible on websites. Quit being spin doctors and take some accountability for your mistakes. You missed it. Own it. Refund me.

Hello,I'm very sorry to here that you had complications after your new central A/C system was installed. On the day of the original install the system was working before the installers left the home. Sometime within the next day or two the system quit working. We received a call from the homeowner...

stating that the unit quit working and they wanted it fixed right away. We sent out our service technician who made a temporary fix to the pre existing electrical disconnect box that had fell victim to a power surge or brownout condition. This could have been caused by a storm or heavy load conditions on the electrical grid. This is a fairly common occurrence during the hottest days of summer. Also storms have been often in the area and did occur over night on the date the homeowner provided. The same electrician that originally connected the new A/C was sent back out to change the electrical box that was damaged. He and his coworker were both surprised how different and damaged the electrical box looked compared to the day of the install. Once again the A/C was working when the electrician left the home. Unfortunately the A/C unit qiut again and the homeowner called understandably feeling very upset and frustrated. K&S sent out a service tech and found the utility company installed radio control box "saver switch" was stuck and unresponsive. This caused the thermostat to A/C signal to cut off. We believe this was also damaged by the storm and did not show up until the first time the utility company sent the signal to turn it off and it stayed off and did not come back on after the normal 15 min. K&S did not charge the homeowner for the first trip out. K&S did not charge the homeowner for the last trip out. However we did charge to replace the existing electrical disconnect box. I believe that We have been fair in resolving these issues caused by outside forces, that were out of both the homeowners and K&S's control. I hope this helps the homeowner understand better what happened and I believe that the charges are fair.

Initial Business Response /* (1000, 5, 2015/10/14) */
Mr. [redacted] contacted K&S the first time on 6-10-15 because his A/C was not cooling.Our service technician Larry responded to the call on 6-10-15 and found the A/C unit 1 lbs. low on R-410A refrigerant. He and Mr. [redacted] decided it would be a good idea...

to add the small amount of refrigerant to get the unit working. On 6-10-15 Mr. [redacted] declined a leak search at our recommendation because the unit was only a little low on refrigerant and it was not evident yet if the leak was large enough to warrant a leak search.
On 7-15-15 Mr. [redacted] called K&S and said his unit is not cooling again and that it must be low on refrigerant again. Larry was dispatched out and it was a few oz. low on refrigerant. Mr. [redacted] said that he was moving in a few weeks and he was going to move the A/C to his new house and that he would have the leak fixed at that time.
On 8-14-15 Mr. [redacted] called again but this time he wanted us to come to the new address in Stewartville. Mr. [redacted] had hired [redacted] Heating and cooling to move his A/C to his new home. Larry found the unit leaking just like the first two times and injected dye into the system to help locate the small leak. K&S has never received another call from Mr. [redacted] to repair the leak. I called Mr. [redacted] at 4:40 PM on 10-14-15 and would like to have a chance to take another look at his A/C unit to get it fixed correctly. I was personally unaware of this situation until today. thank you for bringing it to my attention.