Complaints

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

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  Schneller Knochelmann Plumbing, Heating & Air

  1079 Ohio Pike Cincinnati, OH 45245-2339

  
• 

  Schneller Knochelmann Plumbing, Heating & Air

  615 W 9th St Covington, KY 41011-2041

  

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:05/03/2025

  Type:Product 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.

  I had a new hvac issue installed Friday 5/2 and as of today 5/3 it still doesn’t operate correctly. We have had 2 different techs to work on it and still no air conditioning
  To make matters worse, my wife did a ****** review which was removed from their website
  I want my brand new system to operate like a brand new system. How do I know this system won’t have issues in the future

  

  Business Response

  Date: 05/05/2025

  Good Morning, 

  We are completely upset as well that the new AC was not working the way that it should have after installation. I have attached all of the installer start up data and the numbers looked great. On the evening of 5/2 after installers left we sent out Anthony S********, our technician out and then we sent out Hunter H****** on 5/3/25. Hunter diagnosed and worked with tech support to make the diagnosis that the TXV was defective from manufacturing. We apologize and this does happen sometimes, we then on 5/4 made calls to *** Woodruff to let him know that we would not just be making a repair on the new coil by replacing the txv, we are replacing the entire evaporator coil. We take our quality and customer service seriously and especially when it is one of our installations. We have the call setup for 5/5/25 today to replace the coil so that the AC is ready to go for whenever the Hot temps arrive. As for the ****** review, I am not sure where his wife left the review, but ****** does not allow anyone to remove reviews. We do not have access to that. Only the author of the review can take it down. We hope that our swift action in this matter starting immediately after install shows you that you are not dealing with just any contractor, but one that takes our work seriously and when things go wrong, we show up and suit up. 

• Initial Complaint

  Date:04/07/2025

  Type:Sales and Advertising 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.

  I notified Schneller that my outside heating/air conditioning unit was making a lot of noise. They sent J***** out to look at it. J***** was here for about an hour and after checking out everything he said that everything looked good. The compressor was working fine.
  His diagnosis was because it is a RHEEM unit they always make more noise than other units. He put some oil in it and said that after a week or so it would quiet down after it worked its way thru the unit.
  A few days later I noticed the fan was not running at all when the inside heat was on. I called Schneller on Monday April 24th and they sent T*** out to look at it. After looking at it T*** said the compressor wasn’t working and I needed a new compressor which is covered by the warranty. However it would cost me 2600.00 to install the new one.
  
  I told him this should not happen to a system that is 5 years old. He agreed.
  I also asked him why J***** who was just here said there was nothing wrong with the compressor. He said he didn’t know.
  
  The installation charge of 2600.00 was waived and T*** installed another compressor. He was here anywhere between 5 and 6 hours.
  After it was installed, it would not work.
  T*** came back on Wednesday April 26th and installed a brand NEW compressor.
  He was here for another 4 to 5 hours.
  My new compressor is working but I was charged 499.00 for a labor warranty on a compressor that should have lasted at the very least twice as long as it did.
  
  As far as I’m concerned Schneller sold me a faulty compressor and I don’t think I should have to pay anything. I think they should cover the cost of the warranty.
  Not to mention the time that was wasted on the initial visit and the time it took to install a compressor that didn’t work.

  

  Business Response

  Date: 04/07/2025

  Dear *****,
  
  Thank you for taking the time to share your concerns regarding the recent issues with your compressor and the service provided by our team. I sincerely apologize for any inconvenience and frustration this situation has caused.  
  
  We understand the challenges you faced, including the time invested during multiple service visits and the unexpected expense for the labor warranty. While our intent is always to provide the best solutions promptly, it’s clear that this experience did not meet our standards or your expectations.  
  
  As a gesture of goodwill, I have processed a refund of $499.00 for the labor warranty charge. You should see this reflected on your account within 5-7 business days.  
  
  We greatly value your feedback, and it has helped us identify areas for improvement in both diagnostic and service efficiency. Please rest assured that we will review this situation thoroughly to ensure better outcomes in the future.  
  
  Should you have any further questions or concerns, please feel free to reach out. Thank you for allowing us the opportunity to resolve this matter and restore your trust in our services.  
  
  Warm regards,  
  

  J***** L**

  VP GM

   

  Customer Answer

  Date: 04/07/2025

  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.  Provided I am covered by the five year labor warranity.
  
  
  
  Regards,
  
  
  
  ***** *****
  

• Initial Complaint

  Date:12/27/2024

  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.

  Nov. 18, 2020 I requested a repair for our 12 year old furnace. I was charged $100 for an incomplete job.
  I asked for a refund because I was VERY dissatisfied. They refused.
  Tech showed a picture of a black background and perfect white circle (with no heat exchanger surface detail nor date/timestamp info) calling it a bad heat exchanger.
  He recommended a new furnace or repair of the heat exchanger. Either would be thousands of dollars.
  The night I spent researching the web and learned that I was scammed.
  (The web has several videos of businesses showing customers live color videos which indicate heat exchanger surface detail of cracks/holes and date & timestamps.)
  I learned how to repair the problem by checking my furnace manual and web sights. The furnace trap needed a 10 minute cleaning job which the manual says the tech should do. I did it and the furnace has been working for weeks.
  
  I performed multiple tests to insure our furnace DOES NOT HAVE A FAULTY HEAT EXCHANGER.
  
  I found that the furnace did have at least 1 error when it was installed. The installer caused a furnace double trapping which the manual clearly states not to do.
  I was surprised that the tech could not diagnose either problem. After the tech left I realized that he did not give me any CO readings. At 81, this was the worst job I ever have seen.
  
  The resolution to "finish the job" would simply accurately report our CO measurements, provided that he did make the measurements and did document them appropriately.
  
  So far, my two brothers are interested in this case because the three of us helped our uncle in his business of plumbing & heating in NH. My son-in-law appreciated hearing that his furnace & AC condensates are plumbed properly. I did hear a neighbor say they "had to" have their furnace replaced. I plan to check on this more. Another neighbor wants to know more, too.
  
  Thanks BBB.

  

  Business Response

  Date: 12/30/2024

  Hello, 

  *** **** is obviously not satisfied with the results of the professionally licensed technician that was in his home. We have refunded the $99 diagnostic fee. You tube and the web do not replace the knowledge of a technician in the field with experience and knowledge. I wish nothing but the best for this customer. We practice in the utmost professional and ethical manner. We apologize for all of his heartache over this. We will make sure that the tech receives coaching about how to go into more detail on this issue. I have attached the invoice which the customer was sent and does have the readings in which he did not receive. We are sending the refund through now. 

  Customer Answer

  Date: 01/10/2025

  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, reasons for rejection are included below.

  
  

  
  
  The company has not addressed the issues to completion.
  
  
  Regards,
  
  
  
  ***** ****
  
  

  

  Business Response

  Date: 01/31/2025

  *** ****, 

  I have no idea what we need to do to make this right for you. We have already refunded all of your money and I have also responded to your written letters in the office. We have trained, licensed technicians that are taking care of thousands of customers monthly. We have been around since 1928. We do not last this long and stay sustainable but not knowing what we are doing. I understand you youtubed videos and educated yourself through this manner. While that is great you are taking a proactive approach to this repair, it is not a replacement for our expertise in the industry. We have spent our lives in this trade and excuse me a little bit, but watching videos online does not make you an expert in the field. 

  What can I do to make this right for you? 

• Initial Complaint

  Date:12/11/2024

  Type:Sales and Advertising 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.

  Their web site offers free estimates and they charged me $99 Less 20% which made it $79.

  

  Business Response

  Date: 12/11/2024

  Hello *** *********, 

  We absolutely should have credited the $79 towards the installation of the kitchen faucet of $483. I do believe that in the estimated proposal you signed this was not incorporated. I will have your $79 refunded to you for sure. I would like to apologize for this. It should have not happened and I have already asked the plumbing technician to make sure he is more detail oriented so that this does not happen again. We would like to make sure we make this right for you and give the $79 back. 

  Customer Answer

  Date: 12/11/2024

  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. 
  
  
  
  Regards,
  
  
  
  **** *********
  

• Initial Complaint

  Date:01/25/2024

  Type:Service or Repair 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.

  Business was contracted to replace older HVAC unit, replaced with new rheem unit that has continually had issues. Unit replaced was almost 14 years old and still running meanwhile new unit has broken down many times over the 3 nearly 4 years its been operational. At this point I feel buying a newer A/C unit was just a scam.
  
  As I write this the rheem unit that was installed is currently blowing cold air during its heating cycle despite working just yesterday, and despite warmer than normal temps above freezing the heat pump unit requires aux heat to blow anything warm.
  
  You call about the issues and you'll get a answering service that offers to schedule you an appointment thats a few days out leaving you in the dangerous cold/heat, and be left with nothing but a frustrating experience to the point that I've paid other HVAC companies that'll dispatch someone immediately to come and fix the unit.

  

  Business Response

  Date: 01/26/2024

  Good Morning, I have read over the complaint about Mr. ********* system. I have attached his service history in a jpg file. We installed the unit on 05/30/2020 with proper installation. We then were at the property for a heating tune up on 01/29/21 and a cooling tune up on 6/5/2021. On both of those occasions the system was running within manufacturer specs and there was nothing wrong with the unit. We have had no other communication with the customer since then and there has been no maintenance done with our company on these units. The Maintenance Agreement expired in 12/20 at the home. We had no idea that there was even an issue with the unit at the Buckley residence. We take pride in our workmanship and the customer service that we provide. I do apologize for experience that you had with the answering service. We have our own people in office Monday-Saturday, chat on our website, email service, and request forms through our website as well. We have lots of ways to communicate with us and we are not a company that runs from problems. We are a company that takes care of our problems and our customers. Over the entire course of our business we have ranked a 4.9 out of 5 across many platforms. With all of that said, we would like to have the opportunity to come out and take a look at the system and make find out everything that has been done to it that was not our work over the last 3 years and also get it into working order for you. We request an opportunity to make it right with customers in all situations and in this case we have not even been given to the opportunity to speak with you or to see the unit. I am not willing at this time to refund any money for the installation of a unit that as of 6/5/21 was performing the way that it should. We have no idea who worked on it and what has been done to it. We would like to come out with our tech and our field supervisor to look it over. Maintenance is critical for these units and we do not have record of any maintenance being done to it. 

  Customer Answer

  Date: 01/26/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** *******
  

• Initial Complaint

  Date:10/08/2023

  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.

  In 2021 I contacted Schnellair and Knochelmann to fix a leak under my kitchen sink. I was advised I need a new strainer thing which I found idd as the SINK WAS A YEAR OLD. I questioned and was given an answer that I didn't know was incorrect. For 2 years I've missed work etc and am promised EVERYTIME that "if it happenscagain....". Well 5 visits later and a warped cabinet AND A RODENT CAME IN BECAUSE OF WATER....despite having monthly maintenance by Orkin as well as exclusion done....and throwing out on a regular basis whatever I store there ....febreeze.. cascade..dawn..you name it...a. nother. Leak...I belong to THEIR maintenance program. Have paid fees for 2 years. AND THEY CANT COME TODAY OR TOMORROW. yeT cite 24/7 availability. The cabinet has warped. The area is still leaking. Fix it. Once and for all. Horrible experience.

  

  Business Response

  Date: 10/27/2023

  We are very sorry that *** ******* kitchen sink tubular drains continue to leak. We definitely would like to get our manager, Chad B***** to fix this once and for all. I was only able to add 5 files to this response, but I have 5 more files I would like added. We have continued to send plumbers out for $0 to take a look at this issue. Each time a plumber goes out they are finding the tubular lines to be disconnected on arrival which is almost 99.9% impossible for them to do on their own. Here are the dates: Original Call: 8/30/21: Then found other side basket strainer leaking 11/15/21 and we went back out on 11/18/21. We then received no calls on this again until 9/21/22 which was a full year later. We do not live in the home nor can we take on responsibility for how the plumbing in someone's home is used, but we went out for free 1 year later and fixed it again. We then received no other calls until 3/3/23 in which we went back out again for free and the lines were taken apart again. I have a picture attached to this complaint response that shows the pipes were all connected and there were no leaks when our plumber, Austin left that day. We received no calls about leaks until 10/9/23 which is a full 6 months later. This type of leaking and pipes disconnecting does not happen. This is the only case in which we know of that upon arrival pipes just are disconnected. The amount of time in between calls is also beyond our control. We want this to be handled for *** ***** once and for all. We can send Chad B*****, our plumbing manager out to go over it all, check for no leaks just like all other times we were there and there were no leaks when we left. 

• Initial Complaint

  Date:08/24/2023

  Type:Service or Repair 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.

  I previously had a recurring subscription with this company to pay $15/month for maintenance of the HVAC system in my former house. I called them at the beginning of July to cancel the service, and they said they would do so. Instead, I was charged the normal rate. I called again at the beginning of August (after selling the house), and they said they would cancel the subscription and refund my payment for July. Instead, I was also charged for August.

  

  Business Response

  Date: 09/01/2023

  *** *******, 

  First and foremost I would like to apologize for the frustration and inconvenience of this entire situation. We are refunding the last three payments which total $45 and cancelling this PMA account now. I am not sure how this did not occur in the past and I am sure was human error. We would never purposely cause customer this type of problem and like to make things as simple as possible. You should see that refund hit in the next 3-5 business days and I assure you the account is cancelled now. Again we apologize for this trouble and hope that you have a wonderful Labor Day weekend!

  Customer Answer

  Date: 09/04/2023

  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. 
  
  
  
  Regards,
  
  
  
  ***** *******
  

• Initial Complaint

  Date:07/17/2023

  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.

  2000.00 paid for a hot water heater.
  Not installed correctly:
  A few known examples:
  Wiring is incorrect, audio and 12 amp wires are used for a 10 amp unit
  Did not apply for permit
  Is not inspected
  Does not produce hot water
  PVC is used, which is not up to code
  Refusal of corrections to unit without paying 99.00 fee.

  

  Business Response

  Date: 08/18/2023

  Hello *** *******, 

  We apologize for all of the issues with the water heater installation and all of the frustrations and questions that this caused in your mind about our business. We hope that the full refund of the entire sale is a step towards making it right for you. We did originally refund all of the money on 7/31/23 and that check got lost in the USPS system. We cut the new check on 8/17/23 and had our installer deliver directly to your home. We have always taken pride in our A+ standing with the BBB and our Torch Award for Marketplace Ethics when it comes to taking care of our customers and a business that stands by morals and ethics. These are our CORE values and we are happy that you brought our deficiencies to our attention so that we can coach and train our team to always be better at the service they provide. Again, we sincerely apologize for all inconvenience that this may have caused you. 

  Thank you!