Kelleher Corporation

Review: We called when our furnace stopped working during a winter storm. We called them and they sent out a tech. The tech couldn't identify the problem so they sent out another tech. That tech said we had a bad gas meter. We called the city and had the meter replaced even though the city was positive the meter was fine.Furnace still didn't work. We called a different HVAC repair facility at that point and their tech immediately identified the problem as a bad blower motor and ordered parts to fix it. We were without heat for 4 days during subzero temperatures causing all of our plumbing to freeze in our house resulting in the bursting of 2 pipes.

The company misdiagnosed my problem , causing me monetary damages and wants me to pay for their misdiagnosis . I have the receipts from the other company that properly diagnosed and fixed my problem. IDesired Settlement: Reimbursement of the charges for their misdiagnosis.

Business

Response:

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

Review: Kelleher came to my house at my request on June 26 to repair my air conditioning unit that stopped working. They diagnosed and replaced the blower motor and capacitor to get the unit working.

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.

4 days later June 30 we noticed the bedroom ceiling just under the attic unit had huge water stains on the ceiling and walls. 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. We shop vac'd a few gallons from the unit. However the tech did not address the soaking wet insulation and the damage to ceiling and walls continued until I replaced the insulation. 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. Therefore since the trough was tilted away from the drain, the water spilled into the unit instead of the drain.

Kelleher told me to file the claim with my insurance. I did so with Travelers claim HUM5604. Travelers felt Kelleher to be negligent and sent paperwork to them. They told me Kelleher disputed negligence as it was a "casual" relationship.

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. The June 26 tech was replacing a motor which is a heavy part and requires disassembly and assembly which likely caused the tilt. Kelleher states that they are not negligent due to the age of the unit and that I had not participated in their maintenance program

In addition I have pictures of a left behind cigarette butt left on my attic floor by the June 26 tech. I was informed that the June 26 tech did indeed smoke and the butt looked of the brand he used.Desired Settlement: Coverage of the $500 insurance deductible and claim of negligence to remove the claim from my insurance record. I paid Kelleher in full for all services except for the return maintenance trip on June 30 to resolve the water leak.

Business

Response:

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.

Consumer

Response:

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.]

Review: ** Simple fix ** cost too much $$$$ This company nickel and dimes you for everything and even double bills, which is not right. I had an issue and needed a new heating element, which takes 10 minutes to get the part from the truck and fix. They did not have the part on the truck and had to go get one. Because of this, I was charged a delivery fee $35 and billed more for additional time. Thinking everything was working, the tech left and give me a bill for $290. 10 minutes later I noticed the thermostat flashed and it rebooted. Concerned, I got on the phone and called and left a vm and stated the issue/what was happening on the company's voicemail. I also stated I wanted to make sure this is not another call (billable) since this issue was a result of what the tech did the day before. Next morning they checked it out and said it was because the unit was not put back together correctly. Now, I got another bill which was not actually given to me, but told to me over the phone which I called in 6 times over 2 weeks to get resolved to find out I have another bill for another $99. I called in and talked to the company and they stated the 2nd visit was not part of the same problem and was not going to work with me but could help me by lowering the bill from $99 to $62, really!! They billed me for time they didn't spend the day before to test and then billed me again the next day. I was over charged by $138 feel like I was held up and the way this was handled was poor all the way around.Desired Settlement: refund of $138 -

$99 for the 1st 30 minutes and for the part which was $125 = $224 - this is the price I should of paid but it was not and was charged $362

Business

Response:

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]

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,