ComplaintsforKMA Electric and Heating & Cooling

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially hired kma because of low air flow with our air conditioner. They came out, the inspector did not check outside but said we needed a new ac unit and furnace. The sales man Roberto sold us the system for 15 thousand. When it was installed, the installer said he didn’t know why we needed it, the lines were kinked. He said he’d fix the lines but he didn’t. The air flow was still bad so I called and a tech came out and adjusted the fan but never went outside even when I explained the lines. He left. It still wasn’t working so I called again. Tech came out, adjusted fans but this time said the ducts were crushed. Didn’t fix them. He left and I called again. The general manager said he’d send him back out and instead sent the sales man Roberto. Roberto walked in, said “it’s working” though it was 69 degrees out so of course it wouldn’t be hot in the house. He called me a liar and then told me the techs were idiots and out to sabotage the company. After getting angry with me for asking him to check the ducts to see if they were crushed, I asked him to leave, I called again and the owner will not talk to me or call back. I’m in debt the money spent on this air conditioner that wasn’t needed and doesn’t work correctly. I’ve lost time with my family dealing with waiting on techs to not fix the issue. I’ve missed time at work to be available for the techs. They won’t fix it and they won’t help further. I want a refund and let out of the contract.

  Business response

  07/25/2022

  07/22/2022
  We were called out because the Furnace and AC were not working.  Equipment was 15 years old plus.  Blower motor was damaged and needed replaced.  Options were given for repair as well as full system replacement.  Carla chose the full system replacement option.
  During the installation a kinked lineset was discovered and this was replaced as well.  We discounted the original invoice to $10,536.  Carla was appreciative of our discount and the system stayed in place.
  We made several return trips to diagnose poor cooling issues.  We found the system to be working correctly each time.  Temperature splits of 15 degree with 59 degree air coming out of the registers.  However, we found several issues that would effect the quality of cooling.
  Roof Jack Opening is way too big.  This is allowing hot “attic” air to be pulled directly down to the Coil for cooling.  This gap in the ceiling needs to be repaired.
  The return air is not big enough.  The unit is only pulling air from the small utility room the unit is housed in.  A larger return grill should be installed in the wall for this room.  At a minimum the door for this room needs to remain open.
  Leaking Sky Lights
  Broken Sliding Glass Door
  Hanging flexible Duct under the trailer.  This flex run may not be functioning properly.
  Possible low R-Value in the insulation
  Possible low R-Value in the windows.
  The home owners have repeatedly demanded that we give them money back and remove the equipment.  The equipment is working properly and blowing cold air.  The customer has some housekeeping issues that need addressed to make the ambient temperature more comfortable.
  Tom L*****
  KMA Electric and Heating & Cooling

  Customer response

  07/25/2022

  I am rejecting this response because: The response is not true or accurate. We have time stamped photos showing that at 11:30 at night the house remains at 76 degrees when it is 69 outside. His inspector also should have checked for underlying issues before saying we needed a new system. He didn’t check anything and the airflow is the exact same now as it was with an older unit. His techs have said that there were kinked lines and crushed ducts AFTER the unit was installed, but this is something the inspector should have seen, especially if it was broad daylight. Our old unit was not older than 7 years old and was not the problem. This company has blamed their techs, saying they’re out to sabotage the company, called me a liar to my face, and now trying to say it’s my fault the air flow isn’t right. They are out for money and that’s it. I have no issue paying for something that works, but it’s not right to charge me for something your inspector screwed up diagnosing. This is on him, not me. 
  
  Regards,
  ***** ******

  Business response

  09/06/2022

  9.6.2022, BBB received notification from Kelly A***, that he would like to arrange for a site visit. He said his office will call Ms. ****** on 9/7/2022 to arrange a date and time that is convenient for her.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was called unsolicted asking to check something on my furnace. They had put an outdoor unit in years ago, but not a furnace. I had a new furnace installed 2013. I let them in. I was told I should buy a new furnace for $7000 or buy a new heat exchanger for $4000. They made an appointment for a new furnace on Monday. I called another company for a second opinion and learned the heat exchanger is under warranty. So I cancelled the appointment, I don't want a nw furnace. But I was left without heat for a week. 

  Business response

  02/25/2022

  Ms ***** was not contacted unsolicited, she is a previous customer of ours, as stated in her complaint.  We contacted her about providing a complimentary furnace check since we had performed work at her home before.  Upon performing this service, we discovered that her heat exchanger was cracked.  Depending on the severity of the crack, it can release enough carbon monoxide into the air flow to cause a fatality.  When we discover this, we are required to disable the equipment and shut it down for safety.  Not having been the company that sold or installed Ms *****'s furnace, we would not have knowledge of the type of warranty she may have purchased for it.  She was provided options to replace the heat exchanger, replace the entire unit, or exercise the option to not work with us.  She chose to move forward with replacing the furnace.  We ordered the equipment and were ready to install when the installation was cancelled.  

  From our point of view, we are unclear as to why Ms ***** would want to file a complaint against us.  We provided the service of alerting her to a serious health hazard, which would only have grown worse over time.  The current furnace supplier apparently had not come out to check the unit for her, but we did.  Or if they did, they missed this problem.  Our paperwork reflects a 15% install cancellation fee, which we did not charge her.  We have provided our services free of charge at this point, and we see no reason why we should pay costs from another company.  Without the work we performed, she wouldn't know there was a serious health concern.  Also, why did this other company charge her $90 if her unit is under warranty?  She should ask for a refund from them, not from us, as we didn't charge her anything. 

  Customer response

  02/25/2022

  I accept the business's response to resolve this complaint. 
  
  Regards,
  
  ******* *****

  We just want to be done with this company.

   I am her nephew and I am responding for her. I ran an HVAC company for 30 years and worked in the business for 45 years. What this company did , in my opinion, is elder abuse. We are done with them. 

• Initial Complaint

  12/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called KMA on 9/26/2021 because the power in one room was out. On 9/27/2021 the technicians came to my home. They pointed out several issues that needed upgraded and said if I purchased the upgrade "Bells and Whistles" I would not be charged for the original call out. So I agreed to the $23,781.22 contract. Normally I would want to shop around but getting the upgrade and saving the cost of the first call sounded good. They could not identify the problem so it was not fixed on 9/27/2021 but they assured me it would be found and fixed during the upgrade and on 10/4 it was, which was ok since I was told I wasn't going to be billed for the original call out. The issue is I was charged $24,328.37 which has been cleared by my bank. I was billed for the original call out. I paid it because I was afraid the would not finish the work. I was left with half done work, live wire hanging in my laundry room, an open trench to my garage, no power to my outside outlet many devices were not checked, the integrated fire alarms not installed and the hot water install was not up to code due to no down pipe from the TP relief valve on top of the tank. It is 12/17/2021 and I am waiting for a technician to bring it up to code. I want a refund of my overcharge in excess of my contract. Sometimes things have been fixed over the three months ordeal but many have not. I give up! Give me my refund so I can call someone to fix what they have not. I am tired of begging a company to do what they were paid to do. When a hot water tank install doesn't even meet code it's bad. I want the hot water tank brought up to code and a refund for the original call that I was told I wouldn't be billed for (they problem wasn't even found until the contract work was being done). That is the only solution acceptable.

  Business response

  12/24/2021

  Hello. The work that the customer mentioned is now completed.  We are also actively working to remedy the charge that the customer has indicated needs to be removed.  This will be completed next week, the week of December 27.  Thank you!

  Customer response

  01/06/2022

  No futher attempt by KMA has been made to rectify the problem.  I still have a 40 foot extension cord from the motor of the bathtub jets to a plug in the basement and they brought out two copper pipes and leaned against the basement wall.  Appointments that have been made have been cancelled by KMA.
  

  Business response

  01/17/2022

  This job is now fully complete.  We appreciate Ms. ******* allowing us to complete this work for her.  The refund she requested has also been processed.  Ms. ******* has signed off on the fact that the work is completed, and that she is satisfied with the project, as attached.

*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. ↩