Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:06/20/2022
Type: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.
On May 17 we had a new furnace and air condition unit put in by ************ Heating of **********. Well to start with they took a so call 4-hour job and turn it into a 9-hour job because they could not figure out how to get it to drain properly. Well after all of that they had to come back out because there was some serious leaking going on under the home, and we were feeling hot pockets of air through the house. And it was NOT draining properly. They found the problem with the leaking, but we still experience serious humidity through out the home and the air condition never turn off. And we have found cold air escaping from under the home, these problems are causing us a larger utility ****.Now they are refusing to come out under warranty, they are wanting to charge us for coming out to take care of problems with a brand-new unit. I think this is ridiculous! We paid well over $8000 for this unit. We believe we was either sold a faulty unit or poor installation or perhaps both. We are force to call another business to come out and verify this unit and the installation is in good working condition and installed properly. If it is not, we will take them to court and *** them for our money back. This is the poorest customer service I have ever experience. We have used them in the past on our rental homes with no problems. This could be because they have new Management or something because something has certainly changed with them.
Business Response
Date: 06/29/2022
On 5/18/2022 Kohles & **** installed a new furnace and AC in the ************************* Residence.
On 5/31/2022 Customer contacted ********************** & **** about a problem with the condensate drain.Kohles & **** went out that same day and fixed the problem at no charge.
On 6/16 the customer contacted us about humidity issues and cold air leakage out of their house. Kohles & **** arrived that same day to find the problem. The customer was informed before arrival that this may not be an issue with our installation. If the problem was outside the scope of our installation there would be a charge. Kohles & **** performed a free inspection of the installation and found an animal had caused serious damage to the duct work causing cold air to dump into the crawl space below the home and humid outside air to enter the home.
This ductwork problem was not caused by Kohles & ****, nor is it part of any equipment warranty.
It is the *************************** responsibility to fix this problem.
Kohles &**** is not interested in being involved with the ductwork repair.
Thank you,
*******************
Customer Answer
Date: 06/29/2022
Complaint: 17438115
I am rejecting this response because: as professional they should have found the problem. The duct work is something that the new system was connected to. Why wouldnt you check all the connections to the new unit you are putting in. I dont expect anything from this company. I had the problem fixed. And will not recommend this company to anyone or ever use them again. Please close this case, this is useless.
Sincerely,
************************************
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