KD Home & Garden, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:At no time prior to our deposit was ***'s policy ever presented to us orally or writtenIn fact **Adams told us a full refund for our deposit would be given for any reason work would not be completedAs I stated in my original complaint MrA*** quoted pool site inspection was complimentaryIt is ridiculous that this company has unilaterally taken a portion of our deposit money without us having any prior knowledge or agreementTo me this is theft and the matter will be pursued until we receive our full deposit returned
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:At no time prior to our deposit was ***'s policy ever presented to us orally or writtenIn fact **Adams told us a full refund for our deposit would be given for any reason work would not be completedAs I stated in my original complaint MrA*** quoted pool site inspection was complimentaryIt is ridiculous that this company has unilaterally taken a portion of our deposit money without us having any prior knowledge or agreementTo me this is theft and the matter will be pursued until we receive our full deposit returned
Regards,
*** ***

6/7/17To Whom it May Concern:It is ***'s policy that we charge a $site inspection fee for all hearth, pool and spa installations so that we can verify customer details such as access to work site, existing equipment sizes, conditions of existing equipment, etcThis $fee is refundable to the
customer if they purchase said items from ***'sThe fee is NOT refundable if the customer chooses to purchase from another vendor or chooses not to move ahead with the project.In the case of **and *** ***, they had contracted with us to install a new pool linerIn April traveled to the *** residence to inspect the pool siteI determined that they would need additional work around the outside of the poolThe dirt had fallen against the wall and was pushing the wall into the pool areaThe ***'s did not want to go ahead with the additional labor required to correct the situation at their site,The original sales order would not show the $site visit fee, because the customer gave us a deposit of $to do the work.I hope this clarifies any misunderstandingsPlease feel free to contact me (G) ***,Thank You?

I bought a pellet stove from Fehls Home and Garden and asked the Stove Manager Scott out for an estimate. He came out to my house on a timely matter but when he arrived he had so many questions about the install. My husband and I were a little confused with his questions because he was the installer so he should know this? A few days later I had to call to get our estimate. It was for over $3200. My pellet stove didn't even that much!! I asked why so expensive? I questions the labor which was estimated for $1000.00. Was your labor rate $100 an hour and it was going to take your 10 hours to complete? They also had me paying for a lift $500. I was told that they do many installations out the roof so I was confused why I was paying for the equipment that they didn't have that they claim they did. I still never got clarification and was sent a revised quote for $1400.00 THAT WAS ALMOST HALF THE PRICE!! I was told that we needed a 3-4 foot chimney out of our roof and every 2-3 tons of pellets burned we had to clean out the chimney. He then proceeded to tell me that it would be an expensive way to vent our pellet stove so he suggested going through the wall. We have a log home with 6 inch logs so we contacted the manufacturer and they said it would not be a problem to drill through the wall. I asked for an estimate to install through the wall. They sent me $1200 only $200 cheaper then the very labor intensive estimate I had received for going through the roof. I also asked for clarification because the labor estimate was the same for both quotes. Fehls told me that the roof was much more labor and it would be more expensive so why was I being charged for the same amount of labor. Also stated in the wall estimate was Fehls is not responsible for drilling the hole through the wall. So what was the labor so high for. They were only connecting the pipes to exhaust the stove. I asked multiple question and NO ONE EVER directly answer my questions. They avoided them!. They completely gave me the run around. I waited almost a month to hear back from them. I emailed them to kind of see where things were at and received an email that they cannot help me anymore. If I knew that they were not going to help me or clarify my questions I wouldn't have wasted my time. My family has bought our stoves and multiple tons of pellets off of this company and to have them just dismiss a loyal customer like this was disrespectful. They have loyalty towards their customers. I also felt like I was being taken advantage of because of how the estimate dropped almost 50% from the first and no explanation was given. This company is horrible to deal with and I would NOT recommend! Their pellet prices are very high also!!! You can still shop locally and get a cheaper price!! Even for Hammer's or Lignetics!! Don't let them take your money because they charge people whatever for who knows what and feel ok about it!!!

6/7/17To Whom it May Concern:It is [redacted]'s policy that we charge a $50 site inspection fee for all hearth, pool and spa installations so that we can verify customer details such as access to work site, existing equipment sizes, conditions of existing equipment, etc. This $50 fee is refundable to the...

customer if they purchase said items from [redacted]'s. The fee is NOT refundable if the customer chooses to purchase from another vendor or chooses not to move ahead with the project.In the case of **. and [redacted], they had contracted with us to install a new pool liner. In April traveled to the [redacted] residence to inspect the pool site. I determined that they would need additional work around the outside of the pool. The dirt had fallen against the wall and was pushing the wall into the pool area. The [redacted]'s did not want to go ahead with the additional labor required to correct the situation at their site,The original sales order would not show the $50 site visit fee, because the customer gave us a deposit of $325 to do the work.I hope this clarifies any misunderstandings. Please feel free to contact me (G) [redacted],Thank You

I bought a pellet stove from Fehls Home and Garden and asked the Stove Manager Scott out for an estimate. He came out to my house on a timely matter but when he arrived he had so many questions about the install. My husband and I were a little confused with his questions because he was the installer so he should know this? A few days later I had to call to get our estimate. It was for over $3200. My pellet stove didn't even that much!! I asked why so expensive? I questions the labor which was estimated for $1000.00. Was your labor rate $100 an hour and it was going to take your 10 hours to complete? They also had me paying for a lift $500. I was told that they do many installations out the roof so I was confused why I was paying for the equipment that they didn't have that they claim they did. I still never got clarification and was sent a revised quote for $1400.00 THAT WAS ALMOST HALF THE PRICE!! I was told that we needed a 3-4 foot chimney out of our roof and every 2-3 tons of pellets burned we had to clean out the chimney. He then proceeded to tell me that it would be an expensive way to vent our pellet stove so he suggested going through the wall. We have a log home with 6 inch logs so we contacted the manufacturer and they said it would not be a problem to drill through the wall. I asked for an estimate to install through the wall. They sent me $1200 only $200 cheaper then the very labor intensive estimate I had received for going through the roof. I also asked for clarification because the labor estimate was the same for both quotes. Fehls told me that the roof was much more labor and it would be more expensive so why was I being charged for the same amount of labor. Also stated in the wall estimate was Fehls is not responsible for drilling the hole through the wall. So what was the labor so high for. They were only connecting the pipes to exhaust the stove. I asked multiple question and NO ONE EVER directly answer my questions. They avoided them!. They completely gave me the run around. I waited almost a month to hear back from them. I emailed them to kind of see where things were at and received an email that they cannot help me anymore. If I knew that they were not going to help me or clarify my questions I wouldn't have wasted my time. My family has bought our stoves and multiple tons of pellets off of this company and to have them just dismiss a loyal customer like this was disrespectful. They have loyalty towards their customers. I also felt like I was being taken advantage of because of how the estimate dropped almost 50% from the first and no explanation was given. This company is horrible to deal with and I would NOT recommend! Their pellet prices are very high also!!! You can still shop locally and get a cheaper price!! Even for Hammer's or Lignetics!! Don't let them take your money because they charge people whatever for who knows what and feel ok about it!!!