ComplaintsforKliemann Bros Heating & Air Conditioning Inc

• Initial Complaint

  11/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Installed the incorrect water heater in my home and installed it in a way that was not agreed upon. I've tried contacting them for almost a year and no one ever follows up. The people I have spoke to have told me I signed something so they don't need to fix. I was not present during the install, my wife was. They realized they could not install how they said they would and went ahead with the install anyways when they should have stopped and gotten my approval. I made it clear to sales rep that it needed to be installed how we discussed or I wasn't interested in hiring them. The installer took advantage of the fact I wasn't home and installed it so he could get paid. I was trying to work with someone at the company named ******* who never followed up with me. I called in and spoke to ******* and he told me that he had been emailing me despite our arrangement for him to call me. I told him I never received the emails and he said they must have the wrong email on file. I've received emails from ******* **** before so I feel ******* has an integrity issue. I left a message for his supervisor **** who did follow up but I missed the call. I have since left 2 messages for **** that have not been followed up on. At this point I would like to no longer due business with this company and would like them to uninstall the water heater give me back my original one and refund my money.

  

  Business response

  12/12/2022

  We are committed to doing what we can to resolve this situation.
  
  We ask for the opportunity to have our Installation Manager come to your home and assess the installation, or for you to send us pictures to assess the installation. When we asked previously you declined both options at that time.We would still like to do this so that we may evaluate the installation and make changes if necessary. ******* is on leave, and the sales representative is no longer employed with us, so we have very limited details reading this matter available to us at this time.  We take customer concerns very seriously and would like the opportunity to assist in this matter. Please call the office anytime between 7:30-4:30, Monday through Friday and ask for ****, and tell the call taker he is expecting your call. He was out of office some time in November but is ready to assist when you call. Thank you and we look forward to assisting with this.

  Customer response

  12/15/2022

   
  Complaint: 18482484
  
  I am rejecting this response because:
  I declined to send pictures previously because you already have them. I spoke to ******* several months ago and he asked me for the same thing and I informed him of this and that a video was take by the sales rep exactly how to install. After about 3 weeks of ******* not reaching back out to me I called your office again to complain and he left me a voicemail stating he had seen the pictures and video and couldn't see any issues. It was at that time that I tried to connect with **** as ******* had made it clear that he wasn't interested in helping me since he never reached back out and that he was unable to because he couldn't see what was wrong even though I explained it to him already. Then after that I left several messages for **** who never reached back out to me. I don't really see the point in calling in and speaking to you It seems that we're doing the same thing over and over again with no resolution. Your business has had ample time to resolve this in the manner your suggesting, however the time to do that was when I reported it to your sales rep initially the day of install which I believe was in March of 22. You then had time to resolve this in May June July August September October and November, which you chose not to. I also reached out several times to your sales rep and to your office during this time with no resolution or response. As I stated initially I no longer to wish to do business with your company and the only acceptable resolution I see at this point is for you to uninstall the hot water heater repair the damage you did to my walls and reinstall my original hot water tank and refund my money. 
  Sincerely,
  
  *******************

  

  Business response

  01/09/2023

  **,
  
  As we have tried explaining to you previously, we do not have pictures of the installation, to include images of the issues you have with the way the venting was installed. We asked you to send pictures to us and you declined. We asked you to have our Installation Manager come to your home to evaluate the situation and again, you declined. We have been playing phone tag for several months. **** has returned your phone calls to only be able to leave a message.We are still unclear on the specifics of your complaints, and without pictures or a site visit, we are at a loss as to how to proceed. We cannot help you with anything unless we get the information we need to assess the situation to find out what can be done to resolve the issue.  We do not keep old, leaking water heaters. We recycle these after our installations, so re-installing your old one is not an option. If you would prefer written correspondence, we ask that you send us pictures and a complete,detailed description of the issue(s) you have. For a faster resolution we ask that you allow us to send our installation manager to your home to take a look at your installation and go over with him what your concerns are.  Then we can evaluate the situation and figure out how to proceed from there.  

  Customer response

  01/20/2023

  As previously stated you do have pictures and a video of how the install should have been completed. I'm attaching text messages that I received from ******* where he references the pictures and video that you have. ******* sent me text messages after I repeatedly called your business trying to get an update and him not following up with me. This was a pattern that was repeated consistently throughout this process and is the reason I have chosen to no longer do business with your company. To review I reported the issue of this not being installed correctly and being the wrong hot water heater the day of install to the sales rep ****** I kept in communication with him for the next few months and he repeatedly told me that somebody from your company is going to reach out to me. That never happened. I contacted your company after ***** told me he was no longer an employee. I received no follow-up. I reached out again after that and spoke to a lady whose name I do not remember who was extremely rude and argumentative with me. I did not receive any follow-up with my interaction with her. I called your business again and I ended up speaking with ******** I informed above the issues and that nobody had called me back and that had been at that point about 9 months. We spoke about what the issue was I informed him what was wrong he told me he was going to look at The pictures and videos that you have and call me back. He never did. I again called your business, and I was told that they would have ******* call me. That never happened. ******* then sent me text messages several days after I contacted your business. He stated that he was sending me emails to the wrong email address and that is why I have never heard from him. I asked ******* to call me the next business day as I did not want to send him text messages. ******* did call me however I felt his lack of follow-up with me was an indication that he did not have any interest in resolving my issue. I told this to him and requested to speak with somebody above him. I got transferred to **** and left a voicemail for him. **** did call me back later that day but I missed the call. I have since left several messages for **** with no follow-up from him. This was the breaking point for me and what made me arrive at my decision to no longer do business with your company. I want to make it clear that I'm not interested in having anyone come out to my home because I think that you continue to follow the same pattern that you have displayed throughout this process and not follow up with me. Your company has done nothing to make me think otherwise. I would like a full refund I would like your hot water tank uninstalled I would like the pipes removed I would like you to fix the holes you put in my wall. I would have also liked my original hot water tank brought back and reinstalled however you stated you threw it away. This is egregious and is a large gap in your customer service process. I reported to you the same day of the install that there were major issues. You should not throw away other people's property until you are sure the job is complete to the customer satisfaction. 

   

  What I have proposed here and in previous complaints is the only acceptable resolution at this point, however I no longer see how this is possible seeing as you threw away my hot water tank. I do not know how to move forward now and I cannot see any resolution that would work. 

  Complaint: 18482484
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  09/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Kliemann sent a technician to service our system at approximately 10AM. After he arrived, he informed us that we needed to replace a part and the part cost $287, and this was the only item not functioning correctly. He proceeds to replace the item, then suddenly the entire system stopped working. He rudely leaves informing us that today's service is canceled, and another technician needs to come to determine what is wrong. Then we called the office, only to talk to a defensive service manager, who stated he did not believe his technician had done anything wrong and will try to get someone here this afternoon. On a day that was forecasted to be over 80 degrees, I explained that I have asthma and needed the system back online as soon as possible and wanted an explanation of how the system could be working when he arrived and in the middle of service, without any system notification, the system was completely down. He, the service manager, condescendingly asked, "Have you been in the attic to know for sure the system wasn't working before he arrived?" At that, I began to feel that he, the service manager, did not care about my health or our system because we are a family of color.

  

  Business response

  09/27/2022

  Thank you for taking the time to share your experience with us. Please know that we do not condone any form of discrimination within our company and community, and we apologize for your experience. We strive to be an inclusive employer with a diverse team of talented individuals. We expect our team to treat all coworkers and customers with compassion and respect. 
  Our management staff takes your feedback very seriously and will be talking with all employees involved. Our records show that a service technician went out and fixed your system one hour after the original maintenance technician left. We also reimbursed you for the cost of the original replaced part. If you would like to discuss this further or offer additional feedback, please don't hesitate to contact us at ************

  Customer response

  10/03/2022

   
  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,
  
  ***************************

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