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Business Profile

Heating and Air Conditioning

Key Heating & Air Conditioning, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/16/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Contacted business in September regarding an LG minisplit that had lost pressure. They stated they could repair. They finally came about a month later to troubleshoot the issue. About two months after I originally contacted them they stated they could not actually repair LG minisplits. No other HVAC company will accept their troubleshooting results. Therefore, they have no value and I have paid for service performed under the false pretenses of being lead to believe they could actually repair the system.

    Business Response

    Date: 02/07/2024

    We are just now in receipt of this complaint and will have a full timeline of events from our service department posted on Monday 2/12/2024. Thank you for your patience as we handle a very busy season but intend to respond in full by Monday. Thank you for the opportunity. 

    Business Response

    Date: 02/19/2024

    11/1 Mike W*** (Service Manager) went on evaluation call. Found the customers's Mini split (not installed by Key) was low on charge, we performed a pressure test and found the head unit was leaking. Charged customer $501.19 includes evaluation, membership plan, and pressure test. There are no grounds here for a refund as far as we are concerned with the events of the service call. 

    NOTES:
    Customer purchased equipment online himself and had plumber install over the summer. Mike suggested to the homeowner try to go back to the supplier to get a replacement head unit.
    We went to API, API wouldn't replace the whole head only the evaporator coil. We provided an estimate for the labor and refrigerant to disassemble the unit and replace the evaporator coil on 11/8 estimate was for $1759.40. 

    API suggested customer call LG to push for the replacement head unit. 

    Also according tp API - LG wanted a formed filled out from the installer with time, temperature readings on micron gauges, amount of refrigerant added at time of install and a lot of other specific install things. This is not information we would have been able to provide. 

Key Heating & Air Conditioning, Inc. is BBB Accredited.

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