Kennedy's Plumbing & Heating, Inc.

Complaint: [redacted]
I am rejecting this response because: The manufacturer has not comitted to recalling or replacing the defective boiler. I can understand Kennedy's delima but I need some assurance that the manufacturer will resolve this problem.  If they are not willing to provide something in writing I could be sitting here with no resolution for as long as they wish to drag there feet. In the mean time I sit relying on a faulty boiler that my family needs for heat and hot water.
Sincerely,
[redacted]

Mr. [redacted] requested our services for a property at [redacted]r....

The original call was for [redacted] gas combi boiler was not getting hot water unless customer ran heat. Our technician arrived on site at 9:06 a.m. and troubleshot the unit and conferred with [redacted] technical support about system operation. Per technical support they recommend that the 3 way valve was defective and need to be replaced. Located repair kit and quoted customer $650.00 plus tax for repair. Customer declined work due to knowing someone who could perform work for him. Our technician finished on the job at 10:17 a.m. Our charge of $185.00 was for not only diagnosing the unit but working with [redacted] technical support on the phone. NOTE: Our charges also include portal to portal travel times. Our office staff explained prior to this visit that there would be a diagnosis charge of $79.00 but depending on services required the amount could change. Due to our technician having to consult technical support, the extra charge is necessary to cover his time. Mr. [redacted] originally agreed to these terms verbally, but once the technician requested payment gave him a difficult time. [redacted] from our office immediately called Mr. [redacted] while the technician waited in his truck and once again explained terms and Mr. [redacted] paid the agreed amount only to turn around two weeks later and file a complaint.


6/3/2014 3:21:16 PM

My office has attempted to reach the customer on several occasions, leaving messages on the customer's voice mail.  The customer has finally responded due to my last response.  The customer called my office on Monday, April 7, 2014 and left a message with the type of new boiler he would like to replace the [redacted] unit.  This information will now be forwarded to the [redacted] Manufacturer and will await their approval to move forward.  Over the past several weeks we have reached out to the manufacturer on numerous occasions on behalf of this customer and are still awaiting directions from the management at [redacted] Corporation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. It's actually out dated. The contractor, Kennedy's Plumbing and heating have replaced of the [redacted] boiler with the boiler I chose after researching many boilers. However I have had to reimburse Kennedy's $1100.00. I did agree to this price to close this horror show and insure that my family has heat and hot water. I consider this mater closed but would suggest to anybody thinking of doing a gas conversion to research every aspect of this project unlike myself. Don't rely on recommendations made by your gas provider or contractor. This could save you a year and a half of aggravation.
Sincerely,
[redacted]

Response: We believe we have resolved the customer's problem. We need a few days to attain 100% customer satisfaction. Please let us know if that is feasible....

Sent on: 10/7/2015 11:08:22 AM

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
As per the service invoice the commitment was to diagnose and the charge was a flat $79/- This is clearly stated in the attached invoice in the original complaint. But now the business says that they charge for travel time, consultation with manufacturer etc. seems reasonable though disappointing the way they established that charge. This is my first time with this vendor.
I spoke to the person while setting up the service call. She clearly stated that I will be liable for just $79/- for the call. Any additional charge will be discussed and approved before proceeding. Their actions were contrary. 
I am disappointed at the manner they established the charges. It should have been straight forward and clearly stated before starting the work.  I guess it is a different way of doing business.
Sincerely,
[redacted]

In response to the customers writing of March 21, 2014 we offer the following,
 
The Manufacturer has requested our firm to provide them with a proposal for a brand-new boiler of a different manufacturer that they would consider paying for, The customer however has not approved the new name brand of this boiler, which only makes matters more difficult. If we were to get this new boiler approved and later find that the customer was not agreement we would be wasting our time.
We are still waiting for the manufacturer to approve the cost, The customer would end up with a new boiler and would not have to pay anything.
 
We need feedback from the customer as well as an answer from the manufacturer.
 
Until such time as we receive both of these, Kennedy's plumbing cannot proceed in any direction.
 
Thank you
 
[redacted]
 
Sent from my iPad

Complaint Information:


We have received a verbal approval to replace the "[redacted] Boiler" with a [redacted] combination boiler. However now the customer does not want this boiler as his sons friend has recommend a Triangle Tube - Trimax boiler with built in storage tank. This boiler is not a like or similar product, Also it costs more than 2,000.00, more than the [redacted]. The [redacted] II is $1,000.00 more and we've gotten the cost approved. If the customer has the time he can call [redacted] and try to convince them to approve this latest type of boiler. Until such timethat the customer and the factory can agree, we must ask that the Revdex.com not continue to write us as we cannot resolve an agreement between the Owner and the Factory that has not yet been reached. The contact person at [redacted] is John Miles - ###-###-####. Please come to an agreement with the facotry and then get us involved.

Our firm has contacted the manufacturer, as soon as the manufacturer recalls or replaces their defective equipment we can assist the customer in a permanent solution. We have answered all of the customer's calls but were not able to appease him because our hands are tied and we are waiting on the...

manufacturer. 
 
We regret he has had this experience and wish we could do more to help him through it. 
 
Thanks,

Response: We believe we have resolved the customer's problem. We need a few days to attain 100% customer satisfaction. Please let us know if that is feasible. Sent on: 10/7/2015 11:08:22 AM

Beware of this awful company. Bad customer services. Please read [redacted] for customer reviews of this co. The worst experiences I ever encounter. Had to call [redacted] to assist and they did a great job. All the bad comments from [redacted] is all true because my husband and I experience this. Go somewhere else for your Heating and Plumming issues.

Where to begin. Called to have our furnace fixed. Was not firing. James was a pleasant guy who was the tech that came to fix the problem. He was here for about an hour and could resolve the problem so he called Lennox for some help. After a half hour on the phoneon hold with Lennox, James was told by his Boss to leave. I could not believe it. I asked why and he said his boss had other jobs to do. James was a bit embarrassed but stated he worked for him and had to obey is boss. So now we have no tech here, going down to 27 degrees and no heat. So I call up the office and spoke to the owner. He advised me never to buy a Lennox, hard to get parts, expensive and there was nothing he could do for us. He has other jobs to do, so basically told be good luck(Your Screwed). I thought I was the customer???
Paying for a service, getting no results. Please advise all friends to stay away from this company!!!!

Review: My waterheater broke and leaks at the bottom, I called Kennedy Plumbing and Tim K[redacted] came over to look and anylize the problem. He then suggested that we (my wife and I) converts to Gas heating and he will be able to install it and also remove my old oil tank. I was convinced it will save money, we agreed to do it at a total cost of mor than $8,000.00. Tim supplied us with an exact replica of our damaged water heater and problem solved temporarily, he did charge us $450.00 for using his water heater for about 3 weeks (i thought it was excessive and did not hagle over it. Then can the time for installation of the Gas Heating Unit, 2 Kennedy technician can over with two trucks in my drive-way and installation was full two days job. When work was completed, that's when the problem started which was every faucet in the house including the shower has no cold water, you turn on the cold water and it comes out. This problem never existed before, house was brand new and we've lived in it for over 20 years and never experienced this problem before. I called K[redacted] several times, he was very rude and couple of times he hung on me and my wife. When I called the Bnak that financed the project not to release his funds, then he decided to send couple teenagers to the house to take a look at the problem, the fact is the two boys have no idea what the problem and they were guessing using plumbing terminologies that sound memorized and as they were coached, I believe it an effort appiezement and the problem persists. Tim K[redacted] came over to take a look, and stayed for about 15 to 20 minutes, and stated the problem wasn't what his company did or had done, and I replied that is not true this whole thing statred right after the unit was installed by your company and I want it corrected and that is it. He then removed the shower [redacted] and remove a plastic valve, place it back whereby the shower [redacted] stays permanently on the hot side turn and asked we mark the shower [redacted] with magic marker as to know how far it goes. I was shocked to hear a supposedly professional company man ulter such statement. Now I am more concerned about the unit properly working in the winter time. He dashed out of the house and said he cannot help me any longer. I am frustrated, upset and mad, that this is the kind of treatment we got from this kind of company and it's personnel unprofessional, rude, unruly and beligirent at times.Desired Settlement: All I want out of this whole excersise, process or outcome is for Kennedy Company to come back correct the problem they created, and be able to turn on desired cold or hot water and have the full functionality of all faucet properly working in our house at all costs.

Thank you, [redacted] and [redacted]

Business

Response:

Response: We believe we have resolved the customer's problem. We need a few days to attain 100% customer satisfaction. Please let us know if that is feasible. Sent on: 10/7/2015 11:08:22 AM

We have been Kennedy customers for 20+ years. Two months ago our water heater quit so I called Kennedy's and was given information about a high efficiency unit that would eliminate our old boiler and water heater. We were interested in learning more; Tim K[redacted] came to our house and explained everything including financing options. We are very happy with the result. Silent, reliable heat (we have natural gas and old-fashioned radiators) and, best of all, for the extra company during the holidays, unlimited, on-demand hot water! The wall-mounted unit was installed over the course of 2 and ½ days by two technicians. A couple of minor things weren't completed at the time of the installation, and I assumed I would be chasing someone down to get it done. But to my surprise one of the technicians returned a week later to complete the job without my reminding. In my experience, such attention to detail has been typical of Kennedy's. Altogether great service.