Complaints

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:01/26/2024

  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.

  On 1-09-24 I called Leo Kobb after seeing that they offer “free estimates.” I already had a service company Nevco check our oil boiler and tell use the heat exchanger was cracked and the boiler needed replaced. I called Leo Kobb and asked for estimate of replacement. On 1-11 I was sleeping and Leo Kobb sent a serviceman out to my house. My wife explained to him the issue and that we needed an estimate. He took some photos and was never observed taking any other action. He sat in his vehicle for 10 minutes and left. My wife was asked to pay 140 dollars and did not understand. I called Leo Kobb the next day and asked for a refund due to it supposed to have been a free estimate. They told me they would take it off the estimate the provided. I decided not to go with the company partially because of the deceptive behavior. After multiple phone calls most not being returned, we had been told we are not getting out money back because we asked for a “second opinion.” This is not true, also we have been run around from being told the owner “*****” would call us. Now we spoke with a “****” who told us he would call us back and never returned a call. After calling in an estimated 6 times we are making this report.

  Business Response

  Date: 02/01/2024

  Dear ********************,

  On behalf of Leo Kob Co., I sincerely apologize for our lack of effective communication in addressing your situation more promptly. After personally speaking with your wife on the phone on 1/30/2024 and learning the details of the situation, I immediately intervened by having our billings specialist issue a refund in the full amount of $140. Please see the attachment as proof of the refund, and feel free to let us know if there are any complications in receiving it from your credit card company. 

  Under no circumstances should you or your wife have been charged for the second opinion. Our dispatching process mistakenly sent a technician to your home, as you stated, with the work order indicating a need for diagnostics and potential repair. In your situation where you were seeking a second opinion, we should have simply sent out our service manager to speak with you directly about the prior company's assessment. 

  In order to ensure no other customers have a similar experience to yours, I've worked with our service mangers and dispatching team to correct our internal process for second opinions. I've also implemented courtesy calls within 48 hours of rendered services to further ensure that our customers are satisfied with the work done and never feel as though they've been taken advantage of.

  Our company has been in business for 120 years, and we've only accomplished that because of the trust we've built with our customers and community. My promise to you and your wife, as a member of the family that owns and operates Leo Kob Co., is that we will do everything in our power to make this right. I shared my personal phone number with your wife should there be anything we can ever help your family with moving forward. Once again, I sincerely apologize for your experience with our services, and I also appreciate your honest feedback as it helps me know where we need to improve. 

  Best,
  *****

  Customer Answer

  Date: 02/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  *************************