ComplaintsforKennon Heating & Air Conditioning, Inc.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company does not explain all the details when they try to sell you something but when the people are doing the job, you find out its always more money if something is needed. They scare you in to believing that the 10 year warrenty will expire unless you buy their yearly maintenace, and what they do is almost nothing and again, if you need something to make it right you have to pay. The ** man did a few things but the plumber almost did nothing and and if they would of explained everything I would of not agreed to waste 300 dollars. I called the office at least 7 times with the assurance that the *** will call me back and never did. Scaring people is not a good way to run a buisness!

  

  Business response

  06/05/2024

  This is in response to the complaint submitted on 6/3/24, ID # ********, by *******************************.
  
  We sincerely regret that **************** feels we (Kennon Heating and Air Conditioning) did not meet his expectations in regards to our service. We have documentation and recorded phone calls in which we have provided a detailed explanation of the services **************** inquired about. On those recorded calls, our customer service team does acknowledge that the 10 year warranty (which is through a third party) does require regular maintenance to stay valid. Based on our review of these calls, no scare tactics or pressure was observed. During the phone call on 5/20/24, our customer service representative, *****, does confirm with **************** that maintenance would not cover repairs if needed. We have invoices documenting exactly what was completed on the air conditioning maintenance and plumbing maintenance calls. Our records indicate that we received 3 phone calls on 5/26/24 at 10:37 am, 12:06 pm and 3:31 pm. A return call from a manager was made on 6/3/24 at 2:09pm. May 26th was a weekend day and May 27th was Memorial Day. We have spoken with the manager and we will improve our response time.
  
  We believe that we took reasonable action to provide **************** with the appropriate information and care before, during, and after our service was provided. We desire to leave our customers satisfied with their service and excited about doing business with us again. We regret that we were unable to meet Mr. ******* expectations. In efforts to show **************** our appreciation for giving us the opportunity to serve him, we would like to extend a full refund of $299 as he requested. 

  Customer response

  06/05/2024

  I will accept my money back BUT they are not exactly correct as far as explanation on recordings that you should of listen to because the are not telling the whole truth. This is why most companies do it because they are NOT challenged on the information. I except my money back also promised in about a week!

  

  Business response

  06/10/2024

  Thank you for your response and again, we apologize for not meeting your expectations.

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