Kelleher Corporation

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted]

Over the past two years, Kelleher Oil has offered me superior services in every domain of their service delivery systemThey are prompt, professional, receptive, and responsiveRobyn is awesome! Derek C [redacted] is the rock of cleaning an old furnace and making it perform like a new one! Thanks so much

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Kelleher response: Attending Technician, Adam, recalls relating to customer who was present with him during the entil"ety of his service visit in the attic that overtime is expensiveAdam recorded his service call start at 10:PM and ending at 11:PMAdditionally, he advised against his doing restoration work involving removal of soaked insulation as over and above restoring functioning to the unit which is within the scope of his competencies and duties as service mechanic ***'s response: This is absolutely not true!!! If Adam would have notified me that the insulation was wet, I would have removed it He was called back to address the water leaking from the unit which was staining the ceiling He removed the water from the unit and left the mess created by the previous technician This in turn made the ceiling and wall damage worse, which eerily aligns to the date your tech's were fixing the unit There was no mention of restoration work and the entire statement above was never communicatedKelleher response: Technician Adam recalls removing the access panel to the air conditioning coil enclosure and showing the customer how condensate mount up in the primary drain pan had been flowing over the back left corner into the supply plenum box for a prolonged period of time ~ Both Adam and the customer surveyed the water stained exterior edges of that drain pan, the interior surfaces of the rusting galvanized plenum box as well as water marks in the emergency drain pan located underneath of the plenum boxAdam recalls remarking about the overflowing condensate words to the effect of "that has been doing that for a long time" a statement to which the customer did not challenge ***'s response: Again not an accurate response He mentioned that the water was spilling over the back left corner of the trough and was NOT making it to the drain pipe It was not making it to the drain pipe because the unit was off level and the water never even had a chance to make it to the drain pipe This was when he deduced that the unit was tilted backward He lifted the unit and forced screws in the base to hold it up Adam never mentioned that "that has been doing that for a long time" as you state The unit is old I agree There was a water problem in the past due to clogged drain pipe which caused the residue in the pan How can you prove that the residue in the pan was caused by this issue Rust takes a long time to form Therefore if you're stating that this caused the rust in the drain pan to form, then it would have been happening for a long time However something suddenly caused it to go from a slow drip to gallons of water per day Your explanation does not prove how the sudden change in water not draining occurredKelleher response: A new blower motor moves air more efficiently than a failing motorThis increased air pressure creates turbulences in the compartment with the primary drain pan that apparently contributed to the water damages by pushing water from the tilted primary drain pan over the left rear side as noted aboveAdam showed the customer, how the main flexible duct connected to the supply plenum below the tilted primary drain pan was full of water that seeped through the bottom seam onto the attic floor***'s response: So you're stating that a new motor moving air more efficiently is the reason the unit went from no or little water spillage into the ceiling to more than gallons in days I am attaching a picture of how much water Adam removed from the inside of the unit This does not include the several gallons soaking the flexible duct and insulation It can't be possible that more efficient air flow from new motor to old would cause more than gallon per day to spill over the trough Wouldn't the tech have seen the water sitting in the trough and noticed that it wasn't draining to the drain pipe??? It would have been clearly apparent since he was inside the unit This just doesn't add upKelleher response: Apparently the combination of the increased internal air pressure, tilted drain pan and blocked primary condensate drain P trap contributed to the scenario that caused the property damages***'s response: The P trap was not clogged it had some residue in it but the water that was in the trough was able to go down it for several months prior to this incident just fine and never spilled over to the ceilingKelleher response: The blower motor was an exact replacementThe entire blower assembly is mounted on tracksIt must be completely removed from the blower compartment in order to replace the motor outside of the blower After doing so the blower assembly is restored to its original position by sliding it back on these tracks before being secured by two screwsThe air handling unit tilted and overflowed over a prolonged period of time as evidenced by the preexisting water stains, marks and rusted galvanized metal surfaces***'s response: The fact of the ***er is that water damage to the ceiling would have occurred prior to the service Or at least a little bit of overspill from the drain pan would have happened This never happened I believe the tech accidentally knocked the unit off level while replacing the blower motor This isn't surprising that this would happen as he has to get inside the unit to replace it and i'm sure it's difficult However I'm not sure why you don't see that breaking something while fixing another problem is a common occurrence If this was a pre-existing condition, this would have occurred over time due to settling of the unit on top of the base unit It is clear and apparent that to go from no water to multiple gallons must have resulted from an incident to knock if off level To occur over time would have been a slow increase in water and would not have caused the gallons of water or the amount of damage it did in days This just so happens to have been aligned to no ceiling damage prior to the call to the damage show in the pictures within days of a tech working on the unit I'm sure it wasn't intentional, but a result of workmanship changing one part that damaged the structural integrityKelleher response: Customer safety and health is of paramount importance Please forward photographs of the cigarette residue and any other photographs that support customer claimsOur technicians are forbidden to smoke inside of a customer's homeKelleher response: our initial inquiry indicated that the attending technician does not smoke the brand reported by the customer***'s response: Picture of cigarette butt attached It should be clear that the butt looks somewhat fresh when the photo was taken I was also informed via phone that the tech did indeed smoke and no other smokers have been in my attic in the years i've lived in the house For what it's worth, there were clear instructions for Adam to inspect the cigarette (see below) on the work order This never occurred and Adam didn't even look at the cigarette Therefore I'm not sure how you can claim that it wasn't his brand I never reported the brand of the cigarette butt to you (as i'm not a smoker and not knowledgeable), I only provided you pictures in which I never heard a response The cigarette butt was never removed from the attic on Adam's visit and wasn't inspected Please provide info on how you deduce it wasn't his brandReported Problem SERVICE GET MODEL-SERIAL# ROY JUST CHANGED THE BLOWER MOTOR IN THE UPSTAIRS AIR HANDLER AND NOW HE HAS WATER COMING THROUGH THE CEILING AND THE E-PAN IS FULL HE SAID PANEL DOES NOT LOOK TO BE ON CORRECTLYALSO CHECK TO SEE IF WHAT TYPE OF ClGERETTE BUTT IS BY THE UNIT AND IF IT LOOKS NEW BK Regards, [redacted]

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.]Kelleher response: Attending Technician, Adam, recalls relating to customer who was present with him during the entil"ety of his service visit in the attic that overtime is expensiveAdam recorded his service call start at 10:PM and ending at 11:PMAdditionally, he advised against his doing restoration work involving removal of soaked insulation as over and above restoring functioning to the unit which is within the scope of his competencies and duties as service mechanic***'s response: This is absolutely not true!!! If Adam would have notified me that the insulation was wet, I would have removed it He was called back to address the water leaking from the unit which was staining the ceiling He removed the water from the unit and left the mess created by the previous technician This in turn made the ceiling and wall damage worse, which eerily aligns to the date your tech's were fixing the unit There was no mention of restoration work and the entire statement above was never communicated.Kelleher response: Technician Adam recalls removing the access panel to the air conditioning coil enclosure and showing the customer how condensate mount up in the primary drain pan had been flowing over the back left corner into the supply plenum box for a prolonged period of time ~ Both Adam and the customer surveyed the water stained exterior edges of that drain pan, the interior surfaces of the rusting galvanized plenum box as well as water marks in the emergency drain pan located underneath of the plenum boxAdam recalls remarking about the overflowing condensate words to the effect of "that has been doing that for a long time" a statement to which the customer did not challenge***'s response: Again not an accurate response He mentioned that the water was spilling over the back left corner of the trough and was NOT making it to the drain pipe It was not making it to the drain pipe because the unit was off level and the water never even had a chance to make it to the drain pipe This was when he deduced that the unit was tilted backward He lifted the unit and forced screws in the base to hold it up Adam never mentioned that "that has been doing that for a long time" as you state The unit is old I agree There was a water problem in the past due to clogged drain pipe which caused the residue in the pan How can you prove that the residue in the pan was caused by this issue Rust takes a long time to form Therefore if you're stating that this caused the rust in the drain pan to form, then it would have been happening for a long time However something suddenly caused it to go from a slow drip to gallons of water per day Your explanation does not prove how the sudden change in water not draining occurred.Kelleher response: A new blower motor moves air more efficiently than a failing motorThis increased air pressure creates turbulences in the compartment with the primary drain pan that apparently contributed to the water damages by pushing water from the tilted primary drain pan over the left rear side as noted aboveAdam showed the customer, how the main flexible duct connected to the supply plenum below the tilted primary drain pan was full of water that seeped through the bottom seam onto the attic floor.***'s response: So you're stating that a new motor moving air more efficiently is the reason the unit went from no or little water spillage into the ceiling to more than gallons in days I am attaching a picture of how much water Adam removed from the inside of the unit This does not include the several gallons soaking the flexible duct and insulation It can't be possible that more efficient air flow from new motor to old would cause more than gallon per day to spill over the trough Wouldn't the tech have seen the water sitting in the trough and noticed that it wasn't draining to the drain pipe??? It would have been clearly apparent since he was inside the unit This just doesn't add up.Kelleher response: Apparently the combination of the increased internal air pressure, tilted drain pan and blocked primary condensate drain P trap contributed to the scenario that caused the property damages.***'s response: The P trap was not clogged it had some residue in it but the water that was in the trough was able to go down it for several months prior to this incident just fine and never spilled over to the ceiling.Kelleher response: The blower motor was an exact replacementThe entire blower assembly is mounted on tracksIt must be completely removed from the blower compartment in order to replace the motor outside of the blower After doing so the blower assembly is restored to its original position by sliding it back on these tracks before being secured by two screwsThe air handling unit tilted and overflowed over a prolonged period of time as evidenced by the preexisting water stains, marks and rusted galvanized metal surfaces.***'s response: The fact of the ***er is that water damage to the ceiling would have occurred prior to the service Or at least a little bit of overspill from the drain pan would have happened This never happened I believe the tech accidentally knocked the unit off level while replacing the blower motor This isn't surprising that this would happen as he has to get inside the unit to replace it and i'm sure it's difficult However I'm not sure why you don't see that breaking something while fixing another problem is a common occurrence If this was a pre-existing condition, this would have occurred over time due to settling of the unit on top of the base unit It is clear and apparent that to go from no water to multiple gallons must have resulted from an incident to knock if off level To occur over time would have been a slow increase in water and would not have caused the gallons of water or the amount of damage it did in days This just so happens to have been aligned to no ceiling damage prior to the call to the damage show in the pictures within days of a tech working on the unit I'm sure it wasn't intentional, but a result of workmanship changing one part that damaged the structural integrity.Kelleher response: Customer safety and health is of paramount importance Please forward photographs of the cigarette residue and any other photographs that support customer claimsOur technicians are forbidden to smoke inside of a customer's home.Kelleher response: our initial inquiry indicated that the attending technician does not smoke the brand reported by the customer.***'s response: Picture of cigarette butt attached It should be clear that the butt looks somewhat fresh when the photo was taken I was also informed via phone that the tech did indeed smoke and no other smokers have been in my attic in the years i've lived in the house For what it's worth, there were clear instructions for Adam to inspect the cigarette (see below) on the work order This never occurred and Adam didn't even look at the cigarette Therefore I'm not sure how you can claim that it wasn't his brand I never reported the brand of the cigarette butt to you (as i'm not a smoker and not knowledgeable), I only provided you pictures in which I never heard a response The cigarette butt was never removed from the attic on Adam's visit and wasn't inspected Please provide info on how you deduce it wasn't his brand.Reported Problem SERVICE GET MODEL-SERIAL# ROY JUST CHANGED THE BLOWER MOTOR IN THE UPSTAIRS AIR HANDLER AND NOW HE HAS WATER COMING THROUGH THE CEILING AND THE E-PAN IS FULL HE SAID PANEL DOES NOT LOOK TO BE ON CORRECTLYALSO CHECK TO SEE IF WHAT TYPE OF ClGERETTE BUTT IS BY THE UNIT AND IF IT LOOKS NEW BK Regards, [redacted]

Customer's Statement of the Problem: l. Kelleher came to my house at my request on June 26 to repair my air conditioning unit that stopped working . 2. They diagnosed and replaced the blower motor and capacitor to get the unit working. 3. Even though there had been... signs of water in the emergency pan in the past, there was no water present in the pan during this visit and was not noted during the repair. Kelleher response: Visible water marks and residue comport with the customer statement. 4. 4 days later June 30 we noticed the bedroom ceiling just under the attic unit had huge water stains on the ceiling and walls. s. I called them back for emergency service and the tech noticed the emergency pan full of water. He noticed the entire unit including the pan was full of water. 6. We shop vac'd a few gallons from the unit. 7. However the tech did not address the soaking wet insulation and the damage to ceiling and walls continued until I replaced the insulation. Kelleher response: Attending Technician, Adam, recalls relating to customer who was present with him during the entil"ety of his service visit in the attic that overtime is expensive. Adam recorded his service call start at 10:11 PM and ending at 11:24 PM. Additionally, he advised against his doing restoration work involving removal of soaked insulation as over and above restoring functioning to the unit which is within the scope of his competencies and duties as service mechanic. 8. He stated the reason for the water leak was due to the entire unit being tilted backward which didn't allow the water to flow from the drip trough to the drain. Kelleher response: Technician Adam recalls removing the ~ access panel to the air conditioning coil enclosure and showing the customer how condensate mount up in the primary drain pan had been flowing over the back left corner into the supply plenum box for a prolonged period of time ~ Both Adam and the customer surveyed the water stained exterior edges of that drain pan, the interior surfaces of the rusting galvanized plenum box as well as water marks in the emergency drain pan located underneath of the plenum box. Adam recalls remarking about the overflowing condensate words to the effect of "that has been doing that for a long time" a statement to which the customer did not challenge. 9. Therefore since the trough was tilted away from the drain, the water spilled into the unit instead of the drain. 10 . Kelleher response: A new blower motor moves air more efficiently than a failing motor. This increased air pressure creates turbulences in the compartment with the primary drain pan that apparently contributed to the water damages by pushing water from the tilted primary drain pan over the left rear side as noted above. Adam showed the customer, how the main flexible duct connected to the supply plenum below the tilted primary drain pan was full of water that seeped through the bottom seam onto the attic floor. ll. Kelleher told me to file the claim with my insurance. 12. I did so with [redacted] claim [redacted] . [redacted] felt Kelleher to be negligent and sent paperwork to them. 13. They told me Kelleher disputed negligence as it was a "casual" relationship. 14. I'm filing this because I don't see how no current water leakage in the pan before the service and gallons per day after the service would not be the negligence of Kelleher. Kelleher response: Apparently the combination of the increased internal air pressure, tilted drain pan and blocked primary condensate drain P trap contributed to the scenario that caused the property damages. 15 . The June 26 tech was replacing a motor which is a heavy part and requires disassembly and assembly which likely caused the tilt. Kelleher response: The blower motor was an exact replacement. The entire blower assembly is mounted on tracks. It must be completely removed from the blower compartment in order to replace the motor outside of the blower. After doing so the blower assembly is restored to its original position by sliding it back on these tracks before being secured by two screws. The air handling unit tilted and overflowed over a prolonged period of time as evidenced by the preexisting water stains, marks and rusted galvanized metal surfaces. 16. Kelleher states that they are not negligent due to the age of the unit and that I had not participated in their maintenance program Kelleher response: Periodic maintenance from any provider helps to proactively discover and correct adverse conditions. 17. In addition I have pictures of a left behind cigarette butt left on my attic floor by the June 26 tech. Kelleher response: Customer safety and health is of paramount importance. Please forward photographs of the cigarette residue and any other photographs that support customer claims. Our technicians are forbidden to smoke inside of a customer's home. 18. I was informed that the June 26 tech did indeed smoke and the b~tt looked of the brand he used. Kelleher response: our initial inquiry indicated that the attending technician does not smoke the brand reported by the customer.

With respect for *** *** requests, we ask that she accept this as our sincere apology as well as finance charge credits rendered today upon receipt of her payment in fullAt this time her account balance is zero
Sincerely,
*** ** *** ***

Kelleher Senior Vice President, *** *** investigated the complaint, phoned Mrto discuss and subsequently issued a full $check accordance with the customer's requestThe refund check will be mailed by tomorrow.Sincerely,*** ** ***, Jr, President

When my AC failed on an August night, I called Kelleher's daytime office number By the next morning at 6:30, Cindy returned my call and said a technician would arrive about 7: Steve arrived promptly, found that the capacitor was faulty and fixed it ASAP I have been working with Kelleher for over years and their service and professionalism is second to none

[A default letter
is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

[A default letter is provided here which
indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Kelleher response: Attending Technician, Adam, recalls relating to customer
who was present with him during the entil"ety of his service visit in the attic
that overtime is expensive. Adam recorded his service call start at 10:11 PM
and ending at 11:24 PM. Additionally, he advised against his doing
restoration work involving removal of soaked insulation as over and above
restoring functioning to the unit which is within the scope of his
competencies and duties as service mechanic. 
[redacted]'s response:  This is absolutely not true!!!  If Adam would have notified me that the insulation was wet, I would have removed it.  He was called back to address the water leaking from the unit which was staining the ceiling.  He removed the water from the unit and left the mess created by the previous technician.  This in turn made the ceiling and wall damage worse, which eerily aligns to the date your tech's were fixing the unit..  There was no mention of restoration work and the entire statement above was never communicated.
Kelleher response: Technician Adam recalls removing the access panel to the
air conditioning coil enclosure and showing the customer how condensate
mount up in the primary drain pan had been flowing over the back left corner
into the supply plenum box for a prolonged period of time ~ Both Adam and
the customer surveyed the water stained exterior edges of that drain pan, the
interior surfaces of the rusting galvanized plenum box as well as water marks
in the emergency drain pan located underneath of the plenum box. Adam
recalls remarking about the overflowing condensate words to the effect of
"that has been doing that for a long time" a statement to which the customer
did not challenge. 
[redacted]'s response:  Again not an accurate response.  He mentioned that the water was spilling over the back left corner of the trough and was NOT making it to the drain pipe.  It was not making it to the drain pipe because the unit was off level and the water never even had a chance to make it to the drain pipe.  This was when he deduced that the unit was tilted backward.  He lifted the unit and forced 2 screws in the base to hold it up.  Adam never mentioned that "that has been doing that for a long time" as you state.  The unit is old I agree.  There was a water problem in the past due to clogged drain pipe which caused the residue in the pan.  How can you prove that the residue in the pan was caused by this issue.  Rust takes a long time to form.  Therefore if you're stating that this caused the rust in the drain pan to form, then it would have been happening for a long time.  However something suddenly caused it to go from a slow drip to gallons of water per day.  Your explanation does not prove how the sudden change in water not draining occurred.
Kelleher response: A new blower motor moves air more efficiently
than a failing motor. This increased air pressure creates turbulences in the
compartment with the primary drain pan that apparently contributed to the
water damages by pushing water from the tilted primary drain pan over the
left rear side as noted above. Adam showed the customer, how the main
flexible duct connected to the supply plenum below the tilted primary drain
pan was full of water that seeped through the bottom seam onto the attic
floor.
[redacted]'s response:  So you're stating that a new motor moving air more efficiently is the reason the unit went from no or little water spillage into the ceiling to more than 5 gallons in 3 days.  I am attaching a picture of how much water Adam removed from the inside of the unit.  This does not include the several gallons soaking the flexible duct and insulation.  It can't be possible that more efficient air flow from new motor to old would cause more than 1 gallon per day to spill over the trough.  Wouldn't the tech have seen the water sitting in the trough and noticed that it wasn't draining to the drain pipe???  It would have been clearly apparent since he was inside the unit.  This just doesn't add up.
Kelleher response: Apparently the combination of the increased internal air
pressure, tilted drain pan and blocked primary condensate drain P trap
contributed to the scenario that caused the property damages.
[redacted]'s response:  The P trap was not clogged.  it had some residue in it but the water that was in the trough was able to go down it for several months prior to this incident just fine and never spilled over to the ceiling.
Kelleher response: The blower motor was an exact replacement. The entire
blower assembly is mounted on tracks. It must be completely removed from
the blower compartment in order to replace the motor outside of the blower.
After doing so the blower assembly is restored to its original position by
sliding it back on these tracks before being secured by two screws. The air
handling unit tilted and overflowed over a prolonged period of time as
evidenced by the preexisting water stains, marks and rusted galvanized
metal surfaces.
[redacted]'s response:  The fact of the [redacted]er is that water damage to the ceiling would have occurred prior to the service.  Or at least a little bit of overspill from the drain pan would have happened.  This never happened.  I believe the tech accidentally knocked the unit off level while replacing the blower motor.  This isn't surprising that this would happen as he has to get inside the unit to replace it and i'm sure it's difficult.  However I'm not sure why you don't see that breaking something while fixing another problem is a common occurrence.  If this was a pre-existing condition, this would have occurred over time due to settling of the unit on top of the base unit.  It is clear and apparent that to go from no water to multiple gallons must have resulted from an incident to knock if off level.  To occur over time would have been a slow increase in water and would not have caused the gallons of water or the amount of damage it did in 3 days.  This just so happens to have been aligned to no ceiling damage prior to the call to the damage show in the pictures within 3 days of a tech working on the unit.  I'm sure it wasn't intentional, but a result of workmanship changing one part that damaged the structural integrity.
Kelleher response: Customer safety and health is of paramount importance.
Please forward photographs of the cigarette residue and any other
photographs that support customer claims. Our technicians are forbidden to
smoke inside of a customer's home.
Kelleher response: our initial inquiry indicated that the attending technician
does not smoke the brand reported by the customer.
[redacted]'s response:  Picture of cigarette butt attached.  It should be clear that the butt looks somewhat fresh when the photo was taken.  I was also informed via phone that the tech did indeed smoke and no other smokers have been in my attic in the 14 years i've lived in the house.   For what it's worth, there were clear instructions for Adam to inspect the cigarette (see below) on the work order.  This never occurred and Adam didn't even look at the cigarette.  Therefore I'm not sure how you can claim that it wasn't his brand.  I never reported the brand of the cigarette butt to you (as i'm not a smoker and not knowledgeable), I only provided you pictures in which I never heard a response.  The cigarette butt was never removed from the attic on Adam's visit and wasn't inspected.  Please provide info on how you deduce it wasn't his brand.
Reported Problem
SERVICE .... GET MODEL-SERIAL#
ROY JUST CHANGED THE BLOWER MOTOR IN THE
UPSTAIRS AIR HANDLER AND NOW HE HAS
WATER COMING THROUGH THE CEILING AND THE
E-PAN IS FULL.
HE SAID PANEL DOES NOT LOOK TO BE ON
CORRECTLY. ALSO CHECK TO SEE IF WHAT
TYPE OF ClGERETTE BUTT IS BY THE UNIT
AND IF IT LOOKS NEW.
BK 
Regards,
[redacted]

Customer's Statement of the Problem: l. Kelleher came to my house at my request on June 26 to repair my air conditioning unit that stopped working . 2. They diagnosed and replaced the blower motor and capacitor to get the unit working. 3. Even though there had been...

signs of water in the emergency pan in the past, there was no water present in the pan during this visit and was not noted during the repair. Kelleher response: Visible water marks and residue comport with the customer statement. 4. 4 days later June 30 we noticed the bedroom ceiling just under the attic unit had huge water stains on the ceiling and walls. s. I called them back for emergency service and the tech noticed the emergency pan full of water. He noticed the entire unit including the pan was full of water. 6. We shop vac'd a few gallons from the unit. 7. However the tech did not address the soaking wet insulation and the damage to ceiling and walls continued until I replaced the insulation. Kelleher response: Attending Technician, Adam, recalls relating to customer who was present with him during the entil"ety of his service visit in the attic that overtime is expensive. Adam recorded his service call start at 10:11 PM and ending at 11:24 PM. Additionally, he advised against his doing restoration work involving removal of soaked insulation as over and above restoring functioning to the unit which is within the scope of his competencies and duties as service mechanic. 8. He stated the reason for the water leak was due to the entire unit being tilted backward which didn't allow the water to flow from the drip trough to the drain. Kelleher response: Technician Adam recalls removing the ~ access panel to the air conditioning coil enclosure and showing the customer how condensate mount up in the primary drain pan had been flowing over the back left corner into the supply plenum box for a prolonged period of time ~ Both Adam and the customer surveyed the water stained exterior edges of that drain pan, the interior surfaces of the rusting galvanized plenum box as well as water marks in the emergency drain pan located underneath of the plenum box. Adam recalls remarking about the overflowing condensate words to the effect of "that has been doing that for a long time" a statement to which the customer did not challenge. 9. Therefore since the trough was tilted away from the drain, the water spilled into the unit instead of the drain. 10 . Kelleher response: A new blower motor moves air more efficiently than a failing motor. This increased air pressure creates turbulences in the compartment with the primary drain pan that apparently contributed to the water damages by pushing water from the tilted primary drain pan over the left rear side as noted above. Adam showed the customer, how the main flexible duct connected to the supply plenum below the tilted primary drain pan was full of water that seeped through the bottom seam onto the attic floor. ll. Kelleher told me to file the claim with my insurance. 12. I did so with [redacted] claim [redacted] felt Kelleher to be negligent and sent paperwork to them. 13. They told me Kelleher disputed negligence as it was a "casual" relationship. 14. I'm filing this because I don't see how no current water leakage in the pan before the service and gallons per day after the service would not be the negligence of Kelleher. Kelleher response: Apparently the combination of the increased internal air pressure, tilted drain pan and blocked primary condensate drain P trap contributed to the scenario that caused the property damages. 15 . The June 26 tech was replacing a motor which is a heavy part and requires disassembly and assembly which likely caused the tilt. Kelleher response: The blower motor was an exact replacement. The entire blower assembly is mounted on tracks. It must be completely removed from the blower compartment in order to replace the motor outside of the blower. After doing so the blower assembly is restored to its original position by sliding it back on these tracks before being secured by two screws. The air handling unit tilted and overflowed over a prolonged period of time as evidenced by the preexisting water stains, marks and rusted galvanized metal surfaces. 16. Kelleher states that they are not negligent due to the age of the unit and that i had not participated in their maintenance program Kelleher response: Periodic maintenance from any provider helps to proactively discover and correct adverse conditions. 17. In addition I have pictures of a left behind cigarette butt left on my attic floor by the June 26 tech. Kelleher response: Customer safety and health is of paramount importance. Please forward photographs of the cigarette residue and any other photographs that support customer claims. Our technicians are forbidden to smoke inside of a customer's home. 18. I was informed that the June 26 tech did indeed smoke and the b~tt looked of the brand he used. Kelleher response: our initial inquiry indicated that the attending technician does not smoke the brand reported by the customer.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]Kelleher response: Attending Technician, Adam, recalls relating to customer
who was present with him during the entil"ety of his service visit in the attic
that overtime is expensive. Adam recorded his service call start at 10:11 PM
and ending at 11:24 PM. Additionally, he advised against his doing
restoration work involving removal of soaked insulation as over and above
restoring functioning to the unit which is within the scope of his
competencies and duties as service mechanic. [redacted]'s response:  This is absolutely not true!!!  If Adam would have notified me that the insulation was wet, I would have removed it.  He was called back to address the water leaking from the unit which was staining the ceiling.  He removed the water from the unit and left the mess created by the previous technician.  This in turn made the ceiling and wall damage worse, which eerily aligns to the date your tech's were fixing the unit..  There was no mention of restoration work and the entire statement above was never communicated.Kelleher response: Technician Adam recalls removing the access panel to the
air conditioning coil enclosure and showing the customer how condensate
mount up in the primary drain pan had been flowing over the back left corner
into the supply plenum box for a prolonged period of time ~ Both Adam and
the customer surveyed the water stained exterior edges of that drain pan, the
interior surfaces of the rusting galvanized plenum box as well as water marks
in the emergency drain pan located underneath of the plenum box. Adam
recalls remarking about the overflowing condensate words to the effect of
"that has been doing that for a long time" a statement to which the customer
did not challenge. [redacted]'s response:  Again not an accurate response.  He mentioned that the water was spilling over the back left corner of the trough and was NOT making it to the drain pipe.  It was not making it to the drain pipe because the unit was off level and the water never even had a chance to make it to the drain pipe.  This was when he deduced that the unit was tilted backward.  He lifted the unit and forced 2 screws in the base to hold it up.  Adam never mentioned that "that has been doing that for a long time" as you state.  The unit is old I agree.  There was a water problem in the past due to clogged drain pipe which caused the residue in the pan.  How can you prove that the residue in the pan was caused by this issue.  Rust takes a long time to form.  Therefore if you're stating that this caused the rust in the drain pan to form, then it would have been happening for a long time.  However something suddenly caused it to go from a slow drip to gallons of water per day.  Your explanation does not prove how the sudden change in water not draining occurred.Kelleher response: A new blower motor moves air more efficiently
than a failing motor. This increased air pressure creates turbulences in the
compartment with the primary drain pan that apparently contributed to the
water damages by pushing water from the tilted primary drain pan over the
left rear side as noted above. Adam showed the customer, how the main
flexible duct connected to the supply plenum below the tilted primary drain
pan was full of water that seeped through the bottom seam onto the attic
floor.[redacted]'s response:  So you're stating that a new motor moving air more efficiently is the reason the unit went from no or little water spillage into the ceiling to more than 5 gallons in 3 days.  I am attaching a picture of how much water Adam removed from the inside of the unit.  This does not include the several gallons soaking the flexible duct and insulation.  It can't be possible that more efficient air flow from new motor to old would cause more than 1 gallon per day to spill over the trough.  Wouldn't the tech have seen the water sitting in the trough and noticed that it wasn't draining to the drain pipe???  It would have been clearly apparent since he was inside the unit.  This just doesn't add up.Kelleher response: Apparently the combination of the increased internal air
pressure, tilted drain pan and blocked primary condensate drain P trap
contributed to the scenario that caused the property damages.[redacted]'s response:  The P trap was not clogged.  it had some residue in it but the water that was in the trough was able to go down it for several months prior to this incident just fine and never spilled over to the ceiling.Kelleher response: The blower motor was an exact replacement. The entire
blower assembly is mounted on tracks. It must be completely removed from
the blower compartment in order to replace the motor outside of the blower.
After doing so the blower assembly is restored to its original position by
sliding it back on these tracks before being secured by two screws. The air
handling unit tilted and overflowed over a prolonged period of time as
evidenced by the preexisting water stains, marks and rusted galvanized
metal surfaces.[redacted]'s response:  The fact of the [redacted]er is that water damage to the ceiling would have occurred prior to the service.  Or at least a little bit of overspill from the drain pan would have happened.  This never happened.  I believe the tech accidentally knocked the unit off level while replacing the blower motor.  This isn't surprising that this would happen as he has to get inside the unit to replace it and i'm sure it's difficult.  However I'm not sure why you don't see that breaking something while fixing another problem is a common occurrence.  If this was a pre-existing condition, this would have occurred over time due to settling of the unit on top of the base unit.  It is clear and apparent that to go from no water to multiple gallons must have resulted from an incident to knock if off level.  To occur over time would have been a slow increase in water and would not have caused the gallons of water or the amount of damage it did in 3 days.  This just so happens to have been aligned to no ceiling damage prior to the call to the damage show in the pictures within 3 days of a tech working on the unit.  I'm sure it wasn't intentional, but a result of workmanship changing one part that damaged the structural integrity.Kelleher response: Customer safety and health is of paramount importance.
Please forward photographs of the cigarette residue and any other
photographs that support customer claims. Our technicians are forbidden to
smoke inside of a customer's home.Kelleher response: our initial inquiry indicated that the attending technician
does not smoke the brand reported by the customer.[redacted]'s response:  Picture of cigarette butt attached.  It should be clear that the butt looks somewhat fresh when the photo was taken.  I was also informed via phone that the tech did indeed smoke and no other smokers have been in my attic in the 14 years i've lived in the house.   For what it's worth, there were clear instructions for Adam to inspect the cigarette (see below) on the work order.  This never occurred and Adam didn't even look at the cigarette.  Therefore I'm not sure how you can claim that it wasn't his brand.  I never reported the brand of the cigarette butt to you (as i'm not a smoker and not knowledgeable), I only provided you pictures in which I never heard a response.  The cigarette butt was never removed from the attic on Adam's visit and wasn't inspected.  Please provide info on how you deduce it wasn't his brand.Reported Problem
SERVICE .... GET MODEL-SERIAL#
ROY JUST CHANGED THE BLOWER MOTOR IN THE
UPSTAIRS AIR HANDLER AND NOW HE HAS
WATER COMING THROUGH THE CEILING AND THE
E-PAN IS FULL.
HE SAID PANEL DOES NOT LOOK TO BE ON
CORRECTLY. ALSO CHECK TO SEE IF WHAT
TYPE OF ClGERETTE BUTT IS BY THE UNIT
AND IF IT LOOKS NEW.
BK 
Regards,
[redacted]

Kelleher Senior Vice President, [redacted] investigated the complaint, phoned Mr. to discuss and subsequently issued a full $161.00 check accordance with the customer's request. The refund check will be mailed by tomorrow.Sincerely,[redacted], Jr,...

President

Customer's Statement of the Problem: l. Kelleher came to my house at my request on June 26 to repair my air conditioning unit that...

stopped working . 2. They diagnosed and replaced the blower motor and capacitor to get the unit working. 3. Even though there had been signs of water in the emergency pan in the past, there was no water present in the pan during this visit and was not noted during the repair. Kelleher response: Visible water marks and residue comport with the customer statement. 4. 4 days later June 30 we noticed the bedroom ceiling just under the attic unit had huge water stains on the ceiling and walls. s. I called them back for emergency service and the tech noticed the emergency pan full of water. He noticed the entire unit including the pan was full of water. 6. We shop vac'd a few gallons from the unit. 7. However the tech did not address the soaking wet insulation and the damage to ceiling and walls continued until I replaced the insulation. Kelleher response: Attending Technician, Adam, recalls relating to customer who was present with him during the entil"ety of his service visit in the attic that overtime is expensive. Adam recorded his service call start at 10:11 PM and ending at 11:24 PM. Additionally, he advised against his doing restoration work involving removal of soaked insulation as over and above restoring functioning to the unit which is within the scope of his competencies and duties as service mechanic. 8. He stated the reason for the water leak was due to the entire unit being tilted backward which didn't allow the water to flow from the drip trough to the drain. Kelleher response: Technician Adam recalls removing the ~ access panel to the air conditioning coil enclosure and showing the customer how condensate mount up in the primary drain pan had been flowing over the back left corner into the supply plenum box for a prolonged period of time ~ Both Adam and the customer surveyed the water stained exterior edges of that drain pan, the interior surfaces of the rusting galvanized plenum box as well as water marks in the emergency drain pan located underneath of the plenum box. Adam recalls remarking about the overflowing condensate words to the effect of "that has been doing that for a long time" a statement to which the customer did not challenge. 9. Therefore since the trough was tilted away from the drain, the water spilled into the unit instead of the drain. 10 . Kelleher response: A new blower motor moves air more efficiently than a failing motor. This increased air pressure creates turbulences in the compartment with the primary drain pan that apparently contributed to the water damages by pushing water from the tilted primary drain pan over the left rear side as noted above. Adam showed the customer, how the main flexible duct connected to the supply plenum below the tilted primary drain pan was full of water that seeped through the bottom seam onto the attic floor. ll. Kelleher told me to file the claim with my insurance. 12. I did so with [redacted] claim [redacted]. [redacted] felt Kelleher to be negligent and sent paperwork to them. 13. They told me Kelleher disputed negligence as it was a "casual" relationship. 14. I'm filing this because I don't see how no current water leakage in the pan before the service and gallons per day after the service would not be the negligence of Kelleher. Kelleher response: Apparently the combination of the increased internal air pressure, tilted drain pan and blocked primary condensate drain P trap contributed to the scenario that caused the property damages. 15 . The June 26 tech was replacing a motor which is a heavy part and requires disassembly and assembly which likely caused the tilt. Kelleher response: The blower motor was an exact replacement. The entire blower assembly is mounted on tracks. It must be completely removed from the blower compartment in order to replace the motor outside of the blower. After doing so the blower assembly is restored to its original position by sliding it back on these tracks before being secured by two screws. The air handling unit tilted and overflowed over a prolonged period of time as evidenced by the preexisting water stains, marks and rusted galvanized metal surfaces. 16. Kelleher states that they are not negligent due to the age of the unit and that i had not participated in their maintenance program Kelleher response: Periodic maintenance from any provider helps to proactively discover and correct adverse conditions. 17. In addition I have pictures of a left behind cigarette butt left on my attic floor by the June 26 tech. Kelleher response: Customer safety and health is of paramount importance. Please forward photographs of the cigarette residue and any other photographs that support customer claims. Our technicians are forbidden to smoke inside of a customer's home. 18. I was informed that the June 26 tech did indeed smoke and the b~tt looked of the brand he used. Kelleher response: our initial inquiry indicated that the attending technician does not smoke the brand reported by the customer.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

Over the past two years, Kelleher Oil has offered me superior services in every domain of their service delivery system. They are prompt, professional, receptive, and responsive. Robyn is awesome! Derek C[redacted] is the rock of cleaning an old furnace and making it perform like a new one! Thanks so much.

Following our 46 year tradition of superior customer service Kelleher will apply full credits for the revisit totaling...

$[redacted] as a full and final settlement.  [redacted]

When my AC failed on an August night, I called Kelleher's daytime office number. By the next morning at 6:30, Cindy returned my call and said a technician would arrive about 7:30. Steve arrived promptly, found that the capacitor was faulty and fixed it ASAP. I have been working with Kelleher for over 20 years and their service and professionalism is second to none.

Review: On initial tech visit it was determined a bad TSV valve needed to be replaced. I was presented with a detailed bill indicating first 30 min $99 and then charged 1.45 hours $217.00 for a total of $316.00. Due to the TSV part was under warranty, it would need to be ordered from Trane but installation of the TSV would not be covered by warranty. I was contacted three days later by office worker at Kelleher advising I could schedule an installation of the TSV part quoting a 4 hr install time frame at a total of $893.00. I did not receive a written quote.four days later TSV valve was installed , tech was at my home for a total of 2.25 hrs. I was handed a bill with a with several items listed at price 0 and one line under part# non-inventory job total $893.00. Tried to discuss bill with technician and he explained that's what he has, and the longer I talked with him the more my bill would be. He advised the office would send out a final bill, and that I could take any further questions with the office.

I received via us mail an invoice with breakdown of 6/18/14 $316.00 6/24/14 $893.00 with a hand written deduction in ink 7/7 pmt -316.00 final amount$1209.00 crossed out in ink and hand written total in ink $1209.00.

I called Kelleher office and advised I had a question about my bill, I was told I needed to talk with [redacted]. I was transferred to his line which went to his voicemail. I left a message indicating I had a question about a confusing bill I received. [redacted] returned my call the next day & left a message reading the bill & advising it appeared it was a combined billing. He also advised he would not be available the rest of the he would try to reach me next week.

I did not get a return call, so I called the following week on a Tuesday. I was told the [redacted] was on another line but I could leave a message. I again left a message that I had a question about my bill.

[redacted] returned my call within an hour the same day.

I spoke with [redacted] about how I didn't understand the numbers on the final bill sent. He said he didn't have the bill I front of him, but the amount was given in the quote was a flat rate quote. I tried to explain that is not what was conveyed to me via the phone. There was NO mention that it was a FLAT RATE quote.. I understood it was an estimate of how long the job might take. [redacted] began to explain that there is no way I could have misunderstood the quote to be other than a flat rate quote. I explained again that there was mention of a flat rate quote it was given a 4 hr quote. After lengthy discussion about flat rate and hour rate (which [redacted] got personal being snarky stating "oh I am sure you know that." because he started to make up additional charges for delivery of the part which I advised I had asked the office and was told no since the warranty covered that & that I had asked the tech if there was a charge for the coolant & was told by tech they were able to recover & reuse the same coolant so no extra charge for the coolant). I advised [redacted] I just wanted to settle on my bill at the hourly rate as implied by verbal quote. He then stared to change the hourly rate from $120 an hour to $150 an hour. He said he was tired of talking with me and that I was the worst customer he had ever encountered in all the years he was in business. He advised he would need to call me back. I requested that he call me back that same day & he stated " you can't demand me to call you back today, this was the first time I had called him about the bill. I reminded him that I had called a week earlier and was promised a call back. He then advised me yes you right and that he would call me back right away.

I was not available when he called back bur [redacted] left a voicemail:

"[redacted] I am going to go ahead and settle this thing fast. I don't want to think about this much longer and I know I'm being taked and probably have to watch what I say to you in particular. But I will say this, I will say this an hour and a quarter off at $124 will be be $155. Your asking for $239.50 off in order to, uh, I don't want to put it on tape, but I will go ahead and credit the $239.50, regardless what I think about it. And do both of us a favor, and this I am going to put on tape, don't call me any more and please don't call my company for anything."

Since [redacted] did not mention what the final total, I emailed the company requesting an emailed copy of the final reflecting the adjustment. I received an email containing a copy of the first invoice reflecting $316.00. Two days later I received a us mailed delivered invoice showing only the adjust amount $239.50. I sent another email acknowledging the receipt of the $316.00 bill & credit of $ 239.50 but advised I need a final bill reflecting the grand total owed . I received an email back: [redacted] monthly statements were printed & mailed today. You should have your statement within the next 2- 3 days.

Thank you, [redacted] Customer Service

I received a final bill via us mail on Friday 8/8/14 with breakdown of 6/24/14 invoice charge $893.00, 7/31/14 CrInv (239.50), 7/31/14 IntCharg $16.29 with a balance due $669.79 and invoice stamped PAST DUE and hand written please remit.

I have never experienced such horrible customer service in all my life. I feel I made every effort to resolve this matter in a timely & respectful manner to only be treated as if I had such audacity to question Kelleher's billing process. I am send a payment of $653.50. I want others to know what they are up against if they decide to take on the Kelleher Company.Desired Settlement: I would like a letter of apology for such poor customer service and an acknowledgment that the late fee will be removed from my account with an agreement of the grand total of $653.50.

Business

Response:

With respect for [redacted] requests, we ask that she accept this as our sincere apology as well as finance charge credits rendered today upon receipt of her payment in full. At this time her account balance is zero.

Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,