Complaints

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

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  Kobella Plumbing Heating Cooling

  11630 Chillicothe Rd Chesterland, OH 44026

  
• 

  Kobella Plumbing Heating Cooling

  11630 Chillicothe Rd Ste 120 Chesterland, OH 44026-1928

  

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:09/30/2024

  Type:Service or Repair 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.

  hired kobella to fix a broken furnace. on april 2, the company sent a young repair tech to do the job for the $1700 quota that was given, also noting that they charge by the job...not the hour. despite numerous hours, the tech was struggling to properly fix the problem (even frying/breaking one of the main replacement parts in the process). finally, he called his boss. he then said he would be back the following day with the new part, as well as his supervisor, who was more experienced. on april 3, they came back. the supervisor immediately presented us with the option of the repair, or a whole new furnace system totaling more than $13,000. the 81 year old owner & i decided to have them do the far more cost effective $1700 repair so the heat would be working that day. After about 10-15 minutes, after going outside to move one of their vehicles that was blocking another car in the drive...they said they were pausing their work for the day, saying more thought should be given to a very expensive total replacement. before leaving, however, they pressured the 81 year old (who's also in both mental & physical decline) into giving them a $700 down payment. when inquired as to why, they said for parts & time spent. they, however, made it crystal clear that no money would be lost, because as soon as it was decided which option we wanted...they would come back & "complete" the job...with the $700 being absorbed into the final cost either way. a few months later, on august 12, (in preparation of the cold weather), i called back to arrange a day/time for the "repair" job to be resumed & completed. i was told by a very rude secretary that they could not help us! i was then told they had no interest in the job anymore! they refused to refund any or all of the money we paid them...saying they left behind one of the parts & that they still needed to be paid for time spent ( even though they did nothing in the time they were there)!

  

  Business Response

  Date: 11/01/2024

  Started with a Service call for No Heat on 3/29/2024. Findings were that the Circulator and ******** were failed. Estimate was provided for both components to be repaired. Return trip was scheduled for 4/3/2024 to perform repairs. The repairs were carried over to the next day, 4/4/2024, and upon arrival on April 4th, conversation with the client about replacement of the boiler was had once more due to the age of the system, and the other repairs that the boiler required from a Preventative standpoint. At this time, the circulator had been replaced, but the ******** had not. Client agreed to have estimate visit after discussion with **** ******s' partner, who agreed that repairs did not need to be pursued, and he was not aware that we were performing repairs as his wife or son did not inform him. At that time, it was explained to the client that we needed to collect a portion of the agreed upon cost for the work that had already been completed, the circulator, and $700.00 was collected. The client was informed at this time, if replacement option was approved, the collected $700.00 would be credited to the installation of a new boiler system. Client acknowledged. During the home transaction, ***** son was involved in the discussions, and the discussions had turned somewhat hostile between the family members.
  
  Estimate visit was conducted, and replacement options were presented and no approval or decision was made at this time. Prior to departing the ****** residence, it was explained to the clients that the aggressive nature of the coversations in the home had lead to a situation where we, Kobella PHC, would not be comfortable working in the home due to it being a hostile work environment. Later the same evening as the 2nd repair trip, and estimate, **** ****** came to our work location in Chesterland, and was concerned that she was not aware of why we collected $700.00 and asked for the money back. At this time, it was re-explained that the money was to cover a portion of the approved repair that had been completed, and it would be credited back if replacement was approved, and if repair was determined at that point, we would finish the quoted repairs. Mrs. ****** was still having trouble understanding, and at that time, she called her Partner once more, and it was explained to him. He acknowledged that he understood, and then spoke with her to help communicate the situation. At that time, Mrs. ****** left our work location. No decision was made in regards to work or replacement. Follow-up calls for replacement estimate were made, but , unfortunately, the decision was made to not service to ****** residence further due to the concerns of a hostile work environment within the home. 

  Customer Answer

  Date: 11/01/2024

  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 appear below.
  I find the response by kobella to be totally unsatisfactory & somewhat prejudicial as well. **** is 81 years old & her mental decline/dementia worsens each day...as even kobella admitted she was constantly in a state of confusion. Her "partner" as they put it, is a controlling abuser whom has zero involvement with residence the repairs were to occur. He neither lives there, owns it, or was involved with payment. I repeatedly questioned kobella why they were ceasing repairs based solely on the dictation of someone not involved with the home or situation. Received frustrating & unsatisfactory response that more thought should be given to whole new system rather than just repair. Before leaving, **** was pressured to pay $700 as upfront payment towards whatever was to eventually be resumed. I made sure multiple times to have kobella clarify & guarantee that the $700 was not lost money. They gave repeat assurances & guarantees that they would be back to either repair or install new system, where $700 would be absorbed into final quote. When I called August 12th, I was rudely informed by secretary that the job was of no interest anymore & there would be no refund. The "unconducive" work environment is a complete cop out/fabrication. The abusive "partner" isn't & will NEVER be present at the address of repair. Any irritation symptoms due to ****** dementia is directed solely & exclusively towards me & no one else...EVER...plus...she doesnt even have to be present, since she doesnt reside at address of repair. It quickly seemed apparent that when we rejected the $14000 quote for a new system, kobella became uninterested & decided to just keep the $700 & leave us holding the bag with a "part" & no functioning heat. Kobella stated multiple times that they charge by the job, not the hour. We shouldn't have to pay for the inadequacies of the first technician that spent 5+ hours fiddling with a system he didn't know how to properly repair. It's also shameful that they would be so prejudicial & unsympathetic to someone suffering from mental debilitation/dementia, as well as to those who have to live & deal with those individuals on a daily basis. Kobellas broken assurances/guarantees, as well as cruely taking advantage of those with unfortunate physical or mental debilitations is appalling. Kobella needs to provide some form of refund/restitution for complete breach of job, as well as all the collateral aggravation & stress that it has caused.

  
  
  
  Regards,
  
  
  
  **** & **** ******
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 12/04/2024

  as stated in the response on 11/1/2024 - Started with a Service call for No Heat on 3/29/2024. Findings were that the Circulator and ******** were failed. Estimate was provided for both components to be repaired. Return trip was scheduled for 4/3/2024 to perform repairs. The repairs were carried over to the next day, 4/4/2024, and upon arrival on April 4th, conversation with the client about replacement of the boiler was had once more due to the age of the system, and the other repairs that the boiler required from a Preventative standpoint. At this time, the circulator had been replaced, but the ******** had not. Client agreed to have estimate visit after discussion with **** ******s' partner, who agreed that repairs did not need to be pursued, and he was not aware that we were performing repairs as his wife or son did not inform him. At that time, it was explained to the client that we needed to collect a portion of the agreed upon cost for the work that had already been completed, the circulator, and $700.00 was collected. The client was informed at this time, if replacement option was approved, the collected $700.00 would be credited to the installation of a new boiler system. Client acknowledged. During the home transaction, ***** son was involved in the discussions, and the discussions had turned somewhat hostile between the family members.
  
  Estimate visit was conducted, and replacement options were presented and no approval or decision was made at this time. Prior to departing the ****** residence, it was explained to the clients that the aggressive nature of the coversations in the home had lead to a situation where we, Kobella PHC, would not be comfortable working in the home due to it being a hostile work environment. Later the same evening as the 2nd repair trip, and estimate, **** ****** came to our work location in Chesterland, and was concerned that she was not aware of why we collected $700.00 and asked for the money back. At this time, it was re-explained that the money was to cover a portion of the approved repair that had been completed, and it would be credited back if replacement was approved, and if repair was determined at that point, we would finish the quoted repairs. Mrs. ****** was still having trouble understanding, and at that time, she called her Partner once more, and it was explained to him. He acknowledged that he understood, and then spoke with her to help communicate the situation. At that time, Mrs. ****** left our work location. No decision was made in regards to work or replacement. Follow-up calls for replacement estimate were made, but , unfortunately, the decision was made to not service to ****** residence further due to the concerns of a hostile work environment within the home. 

  Customer Answer

  Date: 12/04/2024

  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 appear below.
  
  
  I find the response by kobella to be both unsatisfactory as well as inaccurate. Before **** made the $700 payment, I had kobella verify & ensure multiple times that the $700 would be re-credited no matter whether a new system were to be installed or if just the repairs were to re-commense. After they gave a rather absurd & highly overpriced quote of nearly $14000 for a new system, that notion was quickly rebuffed. The repairs were the only remaining option. This nonsense about a "not safe" work environment is both insulting & inaccurate. We were NEVER told this either while they were present, nor before they left the residence...as they're now claiming they had. They instead repeatedly said they would either install new system or resume repairs when ready. This "unsafe work environment" accusation is an insulting & manufactured cop out well after the fact. I can't speak to kobella's personal motivations for doing so, but it appears their technicians either lack the experience & training to do the repairs properly...or they only became interested in the promise of heavy personal profits by pushing a very expensive new system on us. Again, Barb's "partner" is a non factor to the situation. He has zero ownership of the residence repairs were to occur. He is NEVER present at address, nor is he ever permitted to be so. If Barb's dementia led her to call him & place him on the phone with kobella in her panicked state of confusion...kobella should have been professional & understanding of the situation. Not seize it as an opportunity to either get out of a job they weren't confident in repairing... or by pushing a highly expensive new system. Leaving us holding a $700 bag with only one part installed (which still resulted in zero heat in the home in the cold weather) is both unprofessional & cruel. It also created alot of additional aggravation & expense to get someone else to clean up the mess that they started.  I believe kobella needs to make this right in some way.  At the very least, they should provide a partial refund for creating this mess & breaching their job. Whether that's in the form of refunding us for time they spent messing with the system...or at least by refunding us the difference of the part they left behind...meaning they sell us the part at cost...rather than the several hundred extra dollars they made on it. Some form of restitution needs to occur. What kobella did was unprofessional & wrong and they know it...which is why they've stooped to create a cop out through this farcical, insulting & manufactured story of an unsafe work environment. If I'm the only one present while they "work"...even if a feeble 81 year old lady with dementia also happens to be present, I'm not sure how that would ever equivocate as being unsafe. Again...kobella is unprofessional & wrong in what they did. They should & need to make it right in some way.

  
  
  
  
  Regards,
  
  
  
  **** & **** ******