Allen Kelly & Co, Inc.

I am being charged for service I never received and the company refuses to remove the charges because I chose another company.On 4.29.14 I called Allen Kelly for a free estimate for HVAC. [redacted] came out to my home and we discussed installing a Trane XR15. I agreed to have the unit installed the following week. Two days later I spoke with another company and was offered a better price for a different unit. The following day, the third business day, I called Allen Kelly to cancel service but was greeted with an answering machine. I did not leave a message because I wanted to be sure I spoke with someone to cancel the service. The next business day, first thing in the morning, I called Allen Kelly again to cancel the installation. Someone answered the phone this time, and I explained to this person that I was calling to cancel installation, but transferred me to an answering machine. Reluctantly, I left a message cancelling the installation over the phone. Days later I received a bill for $177 for a permit and duct supplies.I used another company to install the HVAC so, Allen Kelly never received any permit to install a HVAC unit at my home, neither did we ever discuss any duct work service to my home. The bill I received was not itemized, just a flat fee of $177. I have communicated via mail with Allen Kelly and they responded with another bill of $177 due for services and products I have never received nor agreed to.Desired SettlementCharges removed.Business Response /[redacted]/Response:In this complaint the customer implies that they are being charged for services that were not rendered. We believe this to be false. Allen Kelly & Co., Inc. (our business) was under contract with the customer, which was fully executed on 4-29-2014, a Tuesday. This was for the replacement of the homeowners' HVAC system. Pursuant to our normal operating procedures and policies we ordered the required permit within 48 hours of the executed contract. The installation was scheduled to be done on May 6th, approximately one week from date of the signing of the contract. Further, we ordered equipment and all ancillary parts/materials necessary to complete the job. Further, we conducted a load calculation which we typically charge $350 unless the customer purchases a replacement from us. In other words, everything was pre ordered in efforts for a smooth and orderly job performance. We were notified by a contractor on Monday morning, the day before the scheduled installation, requesting that the name on the permit be changed THAT WE PURCHASED, to a competing contractor. This was communicated via voice mail in our after hours voice mail box. We absolutely 100% feel that we are justified in charging the customer for the cost of the permit and the two pieces of duct work that were required for the proposed new air handler. To us, there is no debate. These are direct expenses associated with this job. We had an executed contract. The three day right of recession expired before the customer left a voice mail with the request. The customer had until Thursday midnight to cancel (with proper notification), which they did not. We adamantly feel that we should be paid. WE could have held them obligated to the full contract amount. We did not. We are being generous in our opinion. If you have any further questions or need additional information we are happy to provide.Consumer Response /[redacted]/Before I make any payment to this company they will have to furnish me with the products/services they are requesting I pay. If this cannot be honored, I expect all charges to be removed.

Couldn't get them to fix piping that was crimped and had to hire another provider to fix other items We were adding on the HVAC in our attic and had Allen Kelly provide a quote as they did the original installation of 2 new units in late 2010. Another provider had a lower quote and a better solution so we contracted with them. When the new contractor came to put in the new duct work they told us that several pipes were crimped and that the gas line needed support underneath it and should not have been left hanging. They were able to un-crimp one of the lines and added support under the gas lines that were hanging but were not able to uncrimp another line and suggested we call Allen Kelly to notify them and have them fix it. My husband called and they basically accused us of damaging the line ourselves and said they wouldn't fix it. They said "we don't know what you've been doing in your attic the past 3 years". I'm unsure how we would crimp a pipe that is encased in insulation that runs from the furnace to the roof in an attic that we barely went into. They said they had been out for service and the readings were fine. We agreed but told them we didn't want to have problems in the future but they would not stand behind their service. I called today to get a copy of the permit and asked what they could do about the crimped pipe and now was told that our contractors had laid it down and stepped on it and that there were all kinds of people in the house when they came out to inspect it. This is a pipe that goes from the furnace through the roof and is encased in isulation. How someone would step on it is beyond me. There was also no one there when they came to inspect. There were tools and such in the attic at that point because we are in the process of finishing it and that's when we discovered the faulty piping. We barely were in the attic in the 3 years since installation and would have never found it if we were not doing additional work. I can definitely see that they would be suspicious of the damage when they see tools etc lying around but again, this is a pipe that is encased in insulation that runs from the furnace to through the roof . I'm not sure if they are upset because we didn't use them for the additional work but we don't appreciate being accused of lying and we don't appreciate spending $10,000 on units and them not standing behind their work and having to have someone else fix things that they should have done during installation. I am actually more offended that someone would think that we would lie to get them to fix something than I am by the fact they won't stand behind their work. I'm also extremely bothered by the fact that [redacted] was never at the house and is telling me that there were all kinds of people there and that my husband told her our contractor laid the pipe down and stepped on it. Our contractor fixed things that Allen Kelly did improperly and if they damaged a pipe, they would have fixed it. If I could attach a picture you would be able to see that someone would not be able to put a crimp in the pipe by stepping on it. It's clear to me that they don't think they are responsible and will never accept responsibility and that truly saddens me. I can understand that they don't care if we are their customer any more but it's a shame that we won't be able to refer anyone to them and that my husband will never use them now on any commercial jobs he does because they didn't stand behind their work.Desired Settlementreplace damaged pipe Business Response /[redacted]/Dear The purpose of this letter is in response to the Revdex.com letter (copy attached) and associated customer complaint dated 4/10/2014. Allen Kelly & Co., Inc. (AKC) is a relationship based HVAC contractor specializing in residential and commercial maintenance, service, and replacement of HVAC equipment. Our footprint covers the entire state of North Carolina, with most of our customer's residences and/or places of business located in the Triangle. We have been the trusted source for the comfort needs of homeowners and businesses since 1987. We take great pride in our quality of work, responsiveness, and professionalism. Each one of our 80+ employees is committed to 100% customer satisfaction.We greatly appreciate the [redacted]'s providing us an opportunity to provide HVAC installation and service work. We are extremely disappointed that the [redacted]'s had an unfavorable experience with AKC. We try extremely hard to always create pleasant and favorable experiences with all of our customer relationships. Occasionally, usually because of misunderstandings and/or poor communication, our customers are not completely satisfied. This disappoints us tremendously. We do everything we feel is incumbent upon us to create 100% customer satisfaction. Unfortunately, for various reasons, many out of our control, we are not successful. Fortunately for us this is a rare occasion. Our twenty seven (27) years in business, consistent managed growth, and thousands of repeat residential and commercial customers are strong indicators that we have a very good reputation in the market place, and take great pride in high level customer service and satisfaction.Based on the attached customer complaint it appears the [redacted]'s are complaining about the following:1) Couldn't get AKC to fix piping that was crimped and had to hire another provider to fix other items2) Suggested AKC assigned responsibility to the homeowner (customer) for the damaged line3) Suggested AKC was upset because we were not selected to perform the additional work4) Offended that AKC would accuse customer of lying just to get AKC to do work for nothing5) Suggest that AKC does not care if [redacted]'s are customers or not and don't care if they refer business anymoreI would like to take this opportunity to address each of the above concerns:Couldn't get AKC to fix piping AKC provided and installed two (2) split system Trane HVAC systems on 11-16-2010 (see attached). On XX-XX-XXXX The Town of Cary inspected and approved these installations (see attached). In the professional opinion of AKC the systems would not have passed [redacted] nor would it have worked properly had it been bent at that time. AKC provided a no cost maintenance inspection check up on XX-X-XXXX for both installed systems. This is included with the purchase of each new system for the first year. Additional routine inspections are available at our normal rates. Technician gave homeowner a copy of completed checklist. System was deemed to be operating properly at the time of inspection. No further customer service calls were received by AKC until....On X-XX-XXXX AKC technician returned for preventive maintenance. We performed a complete routine preventive maintenance. All systems were deemed to be operating properly. AKC returned on XX-XX-XXXX in response to a service call by homeowner indicating that piping was crimped. Technician identified that the suction line appeared to be crimped by bending. Mr. [redacted] communicated to our office that other contractors were working in the attic area where the subject suction pipe was crimped. In our opinion, the armor flex covering the suction line would have to be removed to identify the bent pipe. Thus, in our opinion for someone to discover the bent line, they would have had to intentionally remove the armor flex, and had a reason to remove the armor flex. In other words, our hypothesis is that someone else bent the pipe, and the only reason it was discovered is because it was bent during their work. Otherwise, there would have not been any reason to remove the armor flex at all.Assigned responsibility to the homeowner for damaged lineAs mentioned, AKC simply pointed out the facts and suggested the possibility existed that others could have damaged the pipe. Primarily based on the fact that others were working in the attic area, Christmas items were being removed and replaced, etc. Again, in our opinion there was no reason to remove the armor flex unless someone had done something to prompt that action.Suggested AKC was upset because we were not selected to do the work The HVAC industry is a highly competitive industry. In the Triangle market alone there are over 300 licensed HVAC specialty trade contractors. It is exceptionally fragmented and therefore, many small contractors exist. By industry standards we are considered a large HVAC contractor. We compete every day. We enjoy competition. It makes us better. It challenges us to enhance on our strengths and improve upon our weaknesses. Our pricing strategy is to receive fair value for the high quality of work, professionalism, and customer service we provide. We feel that we have added value. We are not a commodity because of the added value we bring to the table. So, those prospective customers that are seeking the low cost provider are typically not the ones we partner with. Many consumers, homeowners and commercial property owners, use price as a primary decision making criteria. We understand and realize that. Our best relationships are based on customers who see added value n what we provide, and not just on being low cost provider.Suggested AKC would accuse customer of lying just to get workWe feel that is simply not true. We value each and every customer, job, and opportunity. However, we are confident in our ability to implement and execute a successful business plan to grow sales. Our business development plan does not include customer manipulation as method to grow revenues. It does, however, include a well thought out marketing, business development, and advertising strategy.Suggested that AKC does not care if [redacted]'s are customers or notWe do care if the Reyers are customers. Without customer relationships we would not exist. We do not operate under the old adage, "the customer is always right". We do operate under our own adage of "the customer is the customer". Thus, we treat every customer with these things in mind. We are saddened that the [redacted]'s have lost trust in us. We very much would like to be there trusted source for all their HVAC maintenance, service, and replacement needs. We would like that chance.Respectfully,J.C. [redacted]Customer/Public RelationsConsumer Response Thank you for the response. The reason the crimp was not discovered during service calls or upon inspection by the Town of Cary was because it was incased in the armor flexed line and could not be seen. They don't remove the casing during inspection. The bend was discovered because the equipment needed to be moved back slightly due to the renovation (required by the Town of Cary) and the contractor was looking at how to do that prior to making the move. My husband was present at time of discovery. The kink was discovered by feeling the pipe through the insulation because the bend was tight. The insulation was then pulled away to verify the issue. The kink did not prevent the system from running, but was a workmanship issue that we called AK and asked them to address at the time of discovery. Instead of looking at the issue and performing a simple low cost repair and or acknowledgement, what we received was denial and accusations. I understand that the issue was not intentionally caused, things happen. The system currently functions properly. Our concern is that over time the flow may be compromised due to the crimp and because it could not be uncrimped, it should be replaced. (Our Christmas items are actually stored on the other side of the attic in a knee wall completely away from the furnace so I'm not sure why that was mentioned by AK. This was not a kink that was caused by an accidental bump - it was incased from the time of original installation until it was discovered in Dec 2013 ) We also weren't seeking the lowest cost when selecting our contractor. We were selecting the best solution, and the other contractors' solution was better and just happened to also be at a lower cost. When both my husband and I spoke with Angie, she became argumentative and accusatory. I was so offended that she was accusing us of lying and telling me things my husband said that he clearly didn't and so at that time I told her that I didn't think we would be able to use AK for service any longer and she said that was fine. We were not trying to manipulate anyone as stated above. I also agree that the customer is not necessarily always right but I do believe the customer should be treated with respect, not be accused of lying and told that their business is not important and now being told that we are also manipulative.What differentiates average companies and great companies is the manor of which these small issues are addressed. We wish it could have been addressed at the time of discovery.