Kliemann Bros Heating & Air Conditioning Inc

I would like to start out by apologizing for not getting your issue resolved in a timely mannerIt is not our policy nor has it even been our policy to not return to a house we just did service at in the last couple days for an issue that may be related to why we were there in the first place
I have spoken with all the managers in the company and made sure they understand this is not acceptable and to make sure all of the employees at Kliemann Bros understand what our policy is on situations like this
I would like to clarify a couple things about our initial visit When we arrived at the house to diagnose the issue of the furnace not turning off the issue was discovered immediately from our technician When he went to the thermostat and tried to turn off the system the furnace did not turn off, that told him there was a short in the system somewhere The next thing the technician did was pull the stat off the wall to see if that shut off the furnaceHe then went out into the garage to see if the furnace was still running and it was not So that told him the short was in the thermostat and the thermostat needed to be replaced We gave a price and got authorization to replace the thermostat from the homeowner After installing the new thermostat the system was tested and the furnace cycled on and off like it should Up to this point there was no reason to enter the cabinet of the furnace or disconnect or check the condensation tubes in the furnace as this had no relation to the issue that was happening Our technician did not disconnect any condensation hoses in the furnace nor did he even change, modify, or touch anything near the condensation hoses in the furnace It is possible that the hose had worked it self loose over a 10yr period and happen to come loose shortly after our technician was onsite If our technician had disconnected the hose you would have noticed the water leaking and showing up on the garage floor within a couple hours of the hose being disconnected
The water leak had nothing to do with the furnace not turning off, these are two completely different issues A hose disconnected inside the furnace would not cause your furnace to continue to run and had no relation to the thermostat causing the furnace to run continuously

Complaint: ***I am rejecting this response because:
I spoke with the technician that I had to hire to come in and fix this problem, today 2/1/to clarify and confirm what he had found on opening our furnace unitThe technician stated to me that because there is usually a clamp on that hose, and the clamp had been disconnected and was hanging down the hose, which had been detached, this was not anything that would happen "just because a system was old"That the clamp would not just come undoneAlso, prior to this problem, Kliemann Bros is the only company we've used for routine service and repair since we purchased the unit from them, so there was not anyone else who would have been in the unit
And as I said both directly at the time to the Kliemann service manager and in my written complaint, there was a large amount of water pooled inside the unit, dripping down through the unit, and eventually onto the floor of the unitI do not go into the garage every day, and it might have taken some time for the water to collect inside the unit before eventually pooling on the floorThe fact that I didn't notice it until a few days after the service doesn't mean anything in this context
The respondent to this complaint says that all of his service managers have been made aware that it is unacceptable to delay return to a house where there might have been an issue caused by a serviceThis is fine, and I'm glad if this has been done, but the fact remains that I had to hire another company to come out and fix this unattached hose and this is not something I should've paid for.Sincerely,*** ***

Hello [redacted],
We have had no contact from you since 2/3/2015. Our office hours are Monday - Friday 7:30 - 4:30 and all of our phone calls are logged and we have not received a phone call from you since before that date.  We have never received any emails or letters from you after that date as...

well.  We had no hesitation in trying to make you satisfied with your purchase.  We addressed everyone of your concerns with the 4 different service calls we made to your house on 12/9/14, 12/10/14, 12/15/14, and 1/9/15. We even brought out the [redacted] factory service technician to your home to go through your system and show that it was working properly.  Every time we came to your home everything was working correctly and the system was maintaining temperature as it should.  The system you have installed logs all activity and problems in the thermostat, we even sent the data back to [redacted] to see if there was something we are missing and [redacted] got back to us and said the system was running perfectly.  We have gone above and beyond to try and show you the system is doing what it is suppose to.  Every time we would see that the system was working hard to get up to temperature it would be related to user input adjusting the temperature way down and then turning it way back up.  We have explained to you several times how to operate the system and if you kept messing with the temperature all the time with such big changes then the system would struggle to keep up.  You kept comparing the new variable speed system to your 10 year old single stage system and how it didnt work like your old system.  The variable speed systems are not suppose to work like old inefficient systems, they are not suppose to put out the same temperature heat as your old system.  If you would set the temperature and let the system do its job instead of constantly changing it to see what it does the system would work fine.  It is really discouraging that you would take to this forum and write that since you have paid us we have not followed up with you and not responded to any of your communications when you have not tried to contact us once! We told you we have a 1 year guarantee and if you where not happy we would make it right.  Now that it has been 1 year and 1 day you decide to not contact us but write this complaint online.  I will personally contact [redacted] and see if we can get them to extend the 1 year satisfaction guarantee and get this situation taken care of for you.  One solution would be to take out the variable speed system and go back to the older technology of a single stage heat pump.  The single stage would heat your house faster but be a lot more expensive to operate.  Since you are more familiar with the old style systems and not comfortable with the new more efficient technology this would make the system run more like your 10 year old system did.  Please contact our office and ask for Jeremy for further assistance