Complaints

This profile includes complaints for Keating Plumbing & Heating's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Keating Plumbing & Heating

  126 Main St Marlborough, NH 03455

  
• 

  Keating Plumbing & Heating

  PO Box 426 Marlborough, NH 03455-0426

  

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:08/09/2024

  Type:Product 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.

  06/24/2021 installation of 2 head ********** mini splits one outdoor unit and two different size indoor units. Total cost $13,795.00 07/15/2022 had the units cleaned. No issues noted by technician. Free 08/09/2023 had the units cleaned. No issues noted by technicians. $219.00 09/28/2023 had units checked as they were not dehumidifying/cooling like they used to. Technician checked and stated temperature difference had a ***** temp differential, checked Freon and operation of outdoor unit. $140.00 06/18/2024 had units checked again as still not cooling properly. Technician determined troublesome line sets reacting with insulation. Line sets should be replaced. He also weighed out 1lb freon left in the unit and recharged 8.8lbs to keep the unit working until we get new line sets. Total fees $1,233.30 08/05/2024. Replaced line sets and recharge system with freon. Fee $1400.00 Our issue is, we are the customers of ********************** who installed these Isopolar lines in a new unit with defective line sets. When emailing with Keating, 07/22/24 they stated the manufacturer of these lines has not yet acknowledged there is a problem, so is offering nothing at this time. The technician stated to us that Isopolar is out of business and they had to replace numerous line sets last year due to the same problem. We are looking for compensation of the additional $2,773.30. that we had to pay on a less than 3 year old unit. I will upload images of the fees with dates. Thank you very much for your time and consideration, please dont hesitate to email me with any additional questions.

  Business Response

  Date: 08/15/2024

  We have never had an issue with this brand of line sets. Our supplier along with us are unaware of any issues with this brand of line set. Our supplier is looking into it. We agreed on a price to replace the line sets. We had to add refrigerant and did not charge the customer for the refrigerant. 

  We warrantee parts and labor for one year from date of install.

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22113059
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/21/2024

  We respectfully disagree with their assertion that they were unaware of any issues with these line sets. Their own technician commented when he was here on 06/18/24 that they replaced several other line sets the previous season for the same issue. An online search shows numerous comments regarding the same. While we are thankful for Keating waving the $193.00 for additional refrigerant it doesnt negate the fact that we had to spend the additional $2633 to replace faulty line sets that we installed less than three years prior. 

  Business Response

  Date: 08/23/2024

  The employee that performed the work on this mini split system has been employed by Keating Inc. for less than 90 days. His previous employer had issues with this particular brand of line set. Keating Inc. has not had any previous issues with this particular line set. Our distributer is unaware of any issues with this product and is currently looking into this. 

  Customer Answer

  Date: 08/23/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/02/2024

  Type:Billing 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.

  In the beginning of September I requested a plumber to replace some old pipe and rough in new toilet flange, R & R sink drain and R & R some 80 year old gate valves feeding the three bathrooms in my house. Was asked for $140 dispatch fee.. A week later Plumber R & R'd drain line leaving it proud above the floor joists and sink drain in the way of the new subfloor. Replacement of gate valves was left looking VERY unprofessional. Called and asked for a come back and an additional task of fixing a leaking wax ring in another bath room. Was told that the drain line couldn't be fixed and the sink drain wasn't touched. We had to add a 3/16" shim throughout the floor joists to bring the sub floor above the top of the drain pipe which now changed my threshold. Plumber installed flange on the existing cast Iron and inch and a half proud of the sub floor I then discovered that my credit card had been charged for the entire job without my authorization and before I had even seen an invoice. When the invoice did arrive there was no break down for what I was being charged except labor and $700.00 of "parts" which were not enumerated but included about 8 $8 ball valves, 30' of pex, 10 feet of PVC and and 2 toilet flanges. No where near even $250 at retail. I trusted them ...foolishly
  Basically I could have done a better job. My real issue with the business was that the credit card was charged for work, without authorization, that had not even been evaluated, the day they last were at the job site and when I called them back to get them to fix it nothing happened.

  Business Response

  Date: 01/26/2024

  I can appreciate the customer's frustration with the credit card being charged before he saw the bill and I apologize for that.  However, regarding the work, Keating was misled by the customer.  He claimed all he needed were some ball valves replaced and to rough-in a new toilet flange.  When our plumbers arrived, he had them do more of a bathroom renovation.  Work, we were not expecting to do, but was done.  His complaint about the lines being too high on the floor is unfortunate.  Plumbers have codes to abide by and water and drain lines have a required pitch.  His workspace below the floor was very close to main joists, limiting how flush the lines could be installed.  This was all explained to the customer by the plumber.  The work took 2 plumbers 2 days to complete.  As per the second attached invoice, Keating did return at the customer's request to address the height of the lines.  As for our billing, we are a flat rate business and have been for 20 years and these are the flat rate prices for the work we did.  We do not do itemize billing.