ComplaintsforKelly Kooling, Inc.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested diagnostics on my central air unit. The technician stated that I needed a new compressor and said he could work on it immediately. I agreed to the quote ($480) for replacing the compressor. He created the invoice on his phone and I was unable to see it before I paid. I opened the emailed invoice right after and saw it did not include the compressor. I called the company immediately and asked for an explanation. ***** said the technician did not work on my compressor and had instead installed a hard start kit ($15 - $60). ***** said the invoice was wrong and sent me another one. She also said they would uninstall the kit and issue me a full refund.After 2 hours the service manager, *******, called and insisted that I was just trying to get free work- he hadn't spoken to me yet or looked at the invoice. He then said he would look at the work that was done and only issue me a refund if the unit was not working. I said that ***** assured me the part would be uninstalled and I would receive a refund. He ignored me and repeatedly said he would be at my house in 15 minutes. I waited 2 hours, called him and the company number, and he never showed up, nor did he answer my calls.***** answered eventually and confirmed that she told me I would get a full refund, but that she had gotten written up by ******* for doing so and she did not know where he was as he was not answering her calls either. She also said the technician, *******, who did my "work" was sent home for the day, "maybe as a reprimand".My central air unit is not working. They did not replace the agreed upon part nor did they make the unit work. The invoice was erroneous and they changed it after the fact. ******* never showed up. The original invoice shows no parts were replaced. They then changed the invoice, which is stored in their electronic portal so I have no hard copy. This company is unethical and engaged in fraudulent practices; mislead me; and now ignores my calls.

  Business response

  07/31/2024

  Kelly Kooling promptly responded the same day to your report of the A/C not cooling on 07/08/24. The ambient weather was 104 degrees. It is important to note that our technician, with over 18 years of experience determined that your system required a capacitor and hard start kit. Before proceeding with the repair, the technician provided you with the costs involved, which you agreed to.
  It is highly improbable for any HVAC company to propose a compressor replacement at only $480.
  1. ???Our technicians' vans are not stocked with compressors as they are unit-specific.
  ??? 2. The cost of a compressor alone exceeds $800, excluding labor and refrigerant expenses.
  Therefore, I am confident that our technician did not quote you this amount for the compressor replacement, let alone assure you that he would install it "immediately".
  The repair cost of $480 covered the diagnostic fee, capacitor installation, and hard start kit installation. When Technican left the A/C was cooling.
  We apologize for any inconvenience you may have experienced. Rest assured, we hold ourselves to a high standard of service for our valued customers. As a gesture of goodwill, we will be processing a refund for you. While services were provided and the call was completed, we acknowledge the miscommunication that occurred.

*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. ↩