This is a terrible companyThe tech that came out was condescending, the problem with the furnace was written on his service order yet he did not even make an attempt to repair it or even check itHe merely told me an unrelated piece would cost to replace, then charged me for doing nothingI heard nothing back from them the rest of the day and had to have a different company come two days later who replaced the piece for meIt took the other company ten minutes to check the furnace, replace the puece and test that was the only issue while knight heating did absolutely nothing except try to sell me on a part that "may not even fix the problem" I sent them an email, and heard nothing back from them regarding a refund
Initial Business Response /* (1000, 8, 2016/01/28) */
Re: [redacted] Report to Revdex.com
To Whom it May Concern:
Ms. [redacted] contacted Knight Heating (KHL) on October 31, 2014 asking for [redacted],
Owner/Manager. She advised she had received a...
recommendation to contact [redacted] from a
mutual friend by the name of [redacted] for service on her furnace that had some water leaking near or around
the furnace.
.
The appointment was booked as a service call by the KHL Office Manager. As [redacted] was a first
time customer, she was advised of KHL's rates for service at $120.00 per hour with a $30.00 truck charge
and that a credit card number was required to hold the appointment. She agreed and provided her
[redacted] number.
On October 30, 2014 [redacted] contacted KHL to reschedule the appointment and advised that she
would call back and rebook the appointment. [redacted] contacted KHL six (6) weeks following the
cancelation and rebooked the appointment for December 1, 2014.
On December 1, 2014, a KHL technician dispatched to the home of [redacted] residence ([redacted]). Upon inspection the technician observed a lot of water damage and leaking had occurred
around the furnace. Following diagnosis, [redacted] was advised that the water damage had corroded
numerous furnace parts and those parts would have to be replaced.
The original installation [redacted]s furnace was not completed by KHL and she was advised that KHL could
order the necessary parts to complete the job. She was also advised that the secondary heat exchanger was
leaking and the necessary parts required would be under warranty, however she would be required to pay for the
labor as labor charges were not included in the warranty.
A written quote (work order) with all the details of the diagnosis and estimated cost for parts and labor was
provided to [redacted] in the amount of $1,000.00. She was further advised that the estimate was a rough
cost as KHL would not know the extent of the water damage on other parts of the furnace until the furnace parts
were removed. She was also advised that the initial call on December 1, 2014 was a chargeable call and would
be charged or two (2) hours ($240.00) plus a $30.00 truck charge for a total of $283.50.
The KHL technician left the [redacted] home and reported back to the office to [redacted] Upon
review of the estimate, [redacted] felt it prudent to contact [redacted] and explain the options
available to her and indicated that KHL could possibly obtain the necessary parts under her [redacted] furnace
warranty, but she would be responsible for the out of pocket labour charges.
During the conversation with [redacted], stated that she was unprepared for the costs and was not sure
how she wanted to proceed. [redacted] provided another option to replace the furnace due to the water
damage that had occurred. She was provided a price for a new [redacted] Furnace for $4,000.00 + GST for a unit
that generally sells for $4,456.00 + GST. [redacted] also has a manufacturing warranty for parts only for a
period of 10 years as long as the product is registered within 90 days of installation on the [redacted]
product registration website.
The 10 year parts and labour warranty information was distinctly discussed and explained to [redacted].
should she choose to pay the retail price of $4,456.00 plus GST. However if she choose the discounted price
of $4,000.00 + GST, parts only warranty through the manufacturer would apply.
*All labour packages through [redacted] can be purchased through [redacted] and all
[redacted] dealers can acquire the labour packages for their customers. All labour packages are at an additional
cost to the customer if they choose to purchase one.
[redacted] took a few days to fully decide what she wanted to do and contacted KHL advising she was
choosing the new furnace. Install date was set for Friday, December 5, 2014.
Three technicians went arrived on December 5, 2014 at [redacted] residence and was greeted at the
door by her son [redacted]. Installation of the furnace was a full day's job. Upon leaving the residence, the
technicians inadvertently forgot to put the old furnace in the truck to remove it off site to dispose of.
[redacted] received a call a morning call from [redacted] on Tuesday December 9, 2014 to advise that
the furnace was left behind and expressed that she thought may be the old furnace was unable to fit in the
truck as was left behind with the expectation that the furnace would be picked on Monday, December 8, 2014.
When the furnace was not picked upon on the Monday, she called KHL. During the conversation she also
commented that a mess was left behind in the furnace area. KHL promptly went to pick up the furnace and
swept the floor as per her request.
The KHL installers did leave the furnace on the driveway and for that KHL took responsibility. However, the
technicians did not leave a mess and had cleaned up around the furnace and storage boxes that were in
the vicinity of the furnace.
When [redacted] called [redacted] in the evening of December 9, 2014, she expressed what a
great inconvenience it was to not be able to use her full driveway and that the work site was left in disarray.
[redacted] then asked to be compensated for that inconvenience and in the best interest of good service
and positive customer relations, [redacted] to not charge her the $200.00 GST (as reflected on
invoice [redacted]).
KHL thought all was resolved and in good order until a very unfavourable review against KHL appeared on
[redacted] under the name of [redacted] was not a KHL customer and upon reading the
review concluded that this review was really written by [redacted].
[redacted] contacted [redacted] by telephone to inquire why after an apology and financial restitution
in the amount of $200.00, she was still further criticizing and attacking the situation.
In [redacted] first review that she posted on [redacted] under the name of "[redacted]", she
remarked that she had tried to call KHL at various times for two months prior to her call on October 31,
2014. Her review also included a comment stating KHL had inflexible hours that do not meet her needs
as she works during the day. KHL is a 24 hour, 7 days a week service operator. When the office is
closed an employee of KHL is assigned to be "on call" and the KHL phones forwarded to them. If the call
if is not answered immediately, the call is returned within a very short period of time. Should a customer
not be able to be home during the day to meet with a KHL technician other arrangements are established
with a family member or friend for access to the home and in some cases, a customer will drop off a key.
In over 25 years of service to the Edmonton community this system has worked consistently for our
company.
Following the report on Home Stars under [redacted] name a letter to [redacted] arrived by email
(see attached).
In conclusion, KHL feels they have done all that they can for [redacted] in a professional and fair
manner.
Thank you,
[redacted]
Owner/Operator, Knight Heating Ld.
Initial Consumer Rebuttal /* (3000, 11, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Initial call did tell me going rate. No appointment was initially booked. No rescheduling. They promised someone would get a hold of me and I waited to be contacted as I reported. I was never billed for or told the cost of initial visit. They just used my [redacted] to bill it without informing me.
No advice was given as to numerous parts of the furnace. Only a conversation with [redacted] himself telling me it would cost $1000 to repair or $4000 to replace, which was a discounted rate he was willing to give me. No information on regular price was provided. Parts warranty was discussed. As a compassionate gesture, [redacted] promised to throw in a labour package. No conversation about GST took place, nor about waiving such charge. I have since contacted [redacted] furnace suppliers and cannot purchase a labour package through them. They say that is all done through the installers. I was never told about [redacted]. Only that [redacted] would throw in a labour package as part of the deal. I was aware that a labour package would normally cost extra. No conversation took place about out of pocket labour charges, as it was made very clear that it was going to be a gift; one that was never fulfilled on.
[redacted] told me that there was only one of the part I needed available in all of Edmonton and that he couldn't have it held for me, so I should decide quickly. I conferred with our mutual friend [redacted] and spoke to [redacted] the next day and booked the appointment.
The installer's were greeted at the door by myself as I was preparing to go to work. My son was home for the day. When I arrived home, the furnace was in my driveway. The company refused to book any installation for an evening, as it was an all day process and so I had to get him to stay home so they could install it. No option, such as leaving a key with a friend or neighbour, or dropping one off was offered to me. They simply indicated that they could come as early as 8 am so that I could be there to let them in.
The mess left behind was simply a matter of not sweeping up after themselves a leaving some bits and pieces behind. It was not the main complaint; just mentioned as part of the complaint. There was no compensation offered other than [redacted] came over and swept it up, for which I acknowledged him in a letter I wrote attempting to resolve the issue, even after he hung up on me the second time.
I had written an online review while teaching in a school and signed into google docs to put it in under my own name. When the teacher came in the next day, he signed me out and the google app changed the review to the teacher's name I was subbing for. I only found out about this when I called to finally try to resolve this issue. The receptionist said she couldn't find any record about a labour package promised to me and scolded me for putting a negative review and thought it was very suspicious that the name changed the very next day.
I asked to speak to [redacted] and before he would even let me say a sentence, he accused me of being a liar and told me never to call back and hung up on me a second time (the first being when I called in to inquire about the unexpected charge. No discussion regarding a $200 waiving of GST. No courtesy to even have a conversation at all.
Despite being treated in this unprofessional manner, I went back as promised to the teacher's class at the earliest possible opportunity and removed the review. I then wrote a letter in which I acknowledged [redacted] for taking care of the many problems that arose from faulty installation, neglectful and poor service promised the company that I would replace the negative review with a positive review and in return, I would appreciate them honouring their commitment to a labour package. No answer has ever been received to date, so I recently replaced the negative review onto the google reviews and did so from home. I gave them a YEAR to respond before putting that negative review back in. They have been given every opportunity to reconcile this issue with me and as you can see, they are still refusing to rectify or even acknowledge the truth. I have switched the registration of my parts warranty over to another company and I simply want to warn the public: DO NOT USE THIS COMPANY.
Final Business Response /* (1000, 13, 2016/02/17) */
[redacted]Document Attached[redacted]
Our response from the second response from [redacted]
As to your response, your first sentence states that "initial call DID tell me going rate", and then the fourth sentence states that you were never told the initial cost of the visit. We ask all new customers for a form of Credit Card, and you did provide us with that. If there was any confusion with rates and what the initial call out would be, then why did you provide us your credit card?
We were called out to her home due to a leak she had coming from her furnace. We had never been to this home, it was not our installation, and we were doing what [redacted] wanted, which was to come investigate her leaky furnace. An estimated amount of $1000.00 was initially given for the cost to replace and repair the damage that was done from the leaking heat exchanger. This was not our install and all we could do was estimate the costs until we we had actual prices for her [redacted] furnace. [redacted] stated that she was not prepared for that cost. All we did was give the option for a new furnace that would come with the standard 10 years parts with options to purchase an extended labour package. Knight Heating in no way talked her into getting a new furnace. She was given options, and a few days later called back to move forward with a new installation on her own accord after talking to her friend in the industry.
Knight Heating moved forward with her decision to go ahead and replace her furnace. She did mention that she had 2 more years of warranty with the leaky furnace, but still used her own discretion to move forward at the price she was given to purchase a new furnace and not investigate her apparent warranty with her [redacted] furnace.
We did go back to the home and pick up the mistakenly left furnace and cleaned up again her furnace room. We acknowledged our wrong doing with the furnace, and [redacted] did acknowledge in her email to us on March 12, 2015 that we followed through until the job was complete and she thanked us for persisting until the job was 100% complete.
As per conversations with [redacted], she had an option to purchase a labour package from the start. All new installations come with only the parts warranty and all individuals are able to purchase a labour package. The labour packages come from another company that we would have to purchase on their behalf. We do not get this for free and we pay the upfront cost to purchase for our customers. [redacted] indicated she "switched her registration of her parts to a new company". We would like to please respond to that as we know this to be not true. When her furnace was registered for the 10 year parts warranty, it is registered with her serial number, and that serial number is attached to her name and address. Any company that deals with [redacted] can retrieve the serial number information from [redacted]. At that point any HVAC specialist can put through her parts warranty through using that application. [redacted] is free to use which ever company she chooses to use for future service and warranty issues that may arise.
We hope that her new [redacted] installation will continue to give her worry free years for many years to come.
Final Consumer Response /* (2000, 18, 2016/03/02) */
Well, that is amazing that you were able to get that. They clearly had it in their possession all along. Too bad they never shared it with me at the time. I would have been able to make a more informed decision. I am disappointed that they refuse to budge on their broken promises or come clean with the truth, but at least I have records now if I ever get audited. Thanks for all you do!
Regards,
[redacted]
This is a terrible companyThe tech that came out was condescending, the problem with the furnace was written on his service order yet he did not even make an attempt to repair it or even check itHe merely told me an unrelated piece would cost to replace, then charged me for doing nothingI heard nothing back from them the rest of the day and had to have a different company come two days later who replaced the piece for meIt took the other company ten minutes to check the furnace, replace the puece and test that was the only issue while knight heating did absolutely nothing except try to sell me on a part that "may not even fix the problem" I sent them an email, and heard nothing back from them regarding a refund
Initial Business Response /* (1000, 8, 2016/01/28) */
Re: [redacted] Report to Revdex.com
To Whom it May Concern:
Ms. [redacted] contacted Knight Heating (KHL) on October 31, 2014 asking for [redacted],
Owner/Manager. She advised she had received a...
recommendation to contact [redacted] from a
mutual friend by the name of [redacted] for service on her furnace that had some water leaking near or around
the furnace.
.
The appointment was booked as a service call by the KHL Office Manager. As [redacted] was a first
time customer, she was advised of KHL's rates for service at $120.00 per hour with a $30.00 truck charge
and that a credit card number was required to hold the appointment. She agreed and provided her
[redacted] number.
On October 30, 2014 [redacted] contacted KHL to reschedule the appointment and advised that she
would call back and rebook the appointment. [redacted] contacted KHL six (6) weeks following the
cancelation and rebooked the appointment for December 1, 2014.
On December 1, 2014, a KHL technician dispatched to the home of [redacted] residence ([redacted]). Upon inspection the technician observed a lot of water damage and leaking had occurred
around the furnace. Following diagnosis, [redacted] was advised that the water damage had corroded
numerous furnace parts and those parts would have to be replaced.
The original installation [redacted]s furnace was not completed by KHL and she was advised that KHL could
order the necessary parts to complete the job. She was also advised that the secondary heat exchanger was
leaking and the necessary parts required would be under warranty, however she would be required to pay for the
labor as labor charges were not included in the warranty.
A written quote (work order) with all the details of the diagnosis and estimated cost for parts and labor was
provided to [redacted] in the amount of $1,000.00. She was further advised that the estimate was a rough
cost as KHL would not know the extent of the water damage on other parts of the furnace until the furnace parts
were removed. She was also advised that the initial call on December 1, 2014 was a chargeable call and would
be charged or two (2) hours ($240.00) plus a $30.00 truck charge for a total of $283.50.
The KHL technician left the [redacted] home and reported back to the office to [redacted] Upon
review of the estimate, [redacted] felt it prudent to contact [redacted] and explain the options
available to her and indicated that KHL could possibly obtain the necessary parts under her [redacted] furnace
warranty, but she would be responsible for the out of pocket labour charges.
During the conversation with [redacted], stated that she was unprepared for the costs and was not sure
how she wanted to proceed. [redacted] provided another option to replace the furnace due to the water
damage that had occurred. She was provided a price for a new [redacted] Furnace for $4,000.00 + GST for a unit
that generally sells for $4,456.00 + GST. [redacted] also has a manufacturing warranty for parts only for a
period of 10 years as long as the product is registered within 90 days of installation on the [redacted]
product registration website.
The 10 year parts and labour warranty information was distinctly discussed and explained to [redacted].
should she choose to pay the retail price of $4,456.00 plus GST. However if she choose the discounted price
of $4,000.00 + GST, parts only warranty through the manufacturer would apply.
*All labour packages through [redacted] can be purchased through [redacted] and all
[redacted] dealers can acquire the labour packages for their customers. All labour packages are at an additional
cost to the customer if they choose to purchase one.
[redacted] took a few days to fully decide what she wanted to do and contacted KHL advising she was
choosing the new furnace. Install date was set for Friday, December 5, 2014.
Three technicians went arrived on December 5, 2014 at [redacted] residence and was greeted at the
door by her son [redacted]. Installation of the furnace was a full day's job. Upon leaving the residence, the
technicians inadvertently forgot to put the old furnace in the truck to remove it off site to dispose of.
[redacted] received a call a morning call from [redacted] on Tuesday December 9, 2014 to advise that
the furnace was left behind and expressed that she thought may be the old furnace was unable to fit in the
truck as was left behind with the expectation that the furnace would be picked on Monday, December 8, 2014.
When the furnace was not picked upon on the Monday, she called KHL. During the conversation she also
commented that a mess was left behind in the furnace area. KHL promptly went to pick up the furnace and
swept the floor as per her request.
The KHL installers did leave the furnace on the driveway and for that KHL took responsibility. However, the
technicians did not leave a mess and had cleaned up around the furnace and storage boxes that were in
the vicinity of the furnace.
When [redacted] called [redacted] in the evening of December 9, 2014, she expressed what a
great inconvenience it was to not be able to use her full driveway and that the work site was left in disarray.
[redacted] then asked to be compensated for that inconvenience and in the best interest of good service
and positive customer relations, [redacted] to not charge her the $200.00 GST (as reflected on
invoice [redacted]).
KHL thought all was resolved and in good order until a very unfavourable review against KHL appeared on
[redacted] under the name of [redacted] was not a KHL customer and upon reading the
review concluded that this review was really written by [redacted].
[redacted] contacted [redacted] by telephone to inquire why after an apology and financial restitution
in the amount of $200.00, she was still further criticizing and attacking the situation.
In [redacted] first review that she posted on [redacted] under the name of "[redacted]", she
remarked that she had tried to call KHL at various times for two months prior to her call on October 31,
2014. Her review also included a comment stating KHL had inflexible hours that do not meet her needs
as she works during the day. KHL is a 24 hour, 7 days a week service operator. When the office is
closed an employee of KHL is assigned to be "on call" and the KHL phones forwarded to them. If the call
if is not answered immediately, the call is returned within a very short period of time. Should a customer
not be able to be home during the day to meet with a KHL technician other arrangements are established
with a family member or friend for access to the home and in some cases, a customer will drop off a key.
In over 25 years of service to the Edmonton community this system has worked consistently for our
company.
Following the report on Home Stars under [redacted] name a letter to [redacted] arrived by email
(see attached).
In conclusion, KHL feels they have done all that they can for [redacted] in a professional and fair
manner.
Thank you,
[redacted]
Owner/Operator, Knight Heating Ld.
Initial Consumer Rebuttal /* (3000, 11, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Initial call did tell me going rate. No appointment was initially booked. No rescheduling. They promised someone would get a hold of me and I waited to be contacted as I reported. I was never billed for or told the cost of initial visit. They just used my [redacted] to bill it without informing me.
No advice was given as to numerous parts of the furnace. Only a conversation with [redacted] himself telling me it would cost $1000 to repair or $4000 to replace, which was a discounted rate he was willing to give me. No information on regular price was provided. Parts warranty was discussed. As a compassionate gesture, [redacted] promised to throw in a labour package. No conversation about GST took place, nor about waiving such charge. I have since contacted [redacted] furnace suppliers and cannot purchase a labour package through them. They say that is all done through the installers. I was never told about [redacted]. Only that [redacted] would throw in a labour package as part of the deal. I was aware that a labour package would normally cost extra. No conversation took place about out of pocket labour charges, as it was made very clear that it was going to be a gift; one that was never fulfilled on.
[redacted] told me that there was only one of the part I needed available in all of Edmonton and that he couldn't have it held for me, so I should decide quickly. I conferred with our mutual friend [redacted] and spoke to [redacted] the next day and booked the appointment.
The installer's were greeted at the door by myself as I was preparing to go to work. My son was home for the day. When I arrived home, the furnace was in my driveway. The company refused to book any installation for an evening, as it was an all day process and so I had to get him to stay home so they could install it. No option, such as leaving a key with a friend or neighbour, or dropping one off was offered to me. They simply indicated that they could come as early as 8 am so that I could be there to let them in.
The mess left behind was simply a matter of not sweeping up after themselves a leaving some bits and pieces behind. It was not the main complaint; just mentioned as part of the complaint. There was no compensation offered other than [redacted] came over and swept it up, for which I acknowledged him in a letter I wrote attempting to resolve the issue, even after he hung up on me the second time.
I had written an online review while teaching in a school and signed into google docs to put it in under my own name. When the teacher came in the next day, he signed me out and the google app changed the review to the teacher's name I was subbing for. I only found out about this when I called to finally try to resolve this issue. The receptionist said she couldn't find any record about a labour package promised to me and scolded me for putting a negative review and thought it was very suspicious that the name changed the very next day.
I asked to speak to [redacted] and before he would even let me say a sentence, he accused me of being a liar and told me never to call back and hung up on me a second time (the first being when I called in to inquire about the unexpected charge. No discussion regarding a $200 waiving of GST. No courtesy to even have a conversation at all.
Despite being treated in this unprofessional manner, I went back as promised to the teacher's class at the earliest possible opportunity and removed the review. I then wrote a letter in which I acknowledged [redacted] for taking care of the many problems that arose from faulty installation, neglectful and poor service promised the company that I would replace the negative review with a positive review and in return, I would appreciate them honouring their commitment to a labour package. No answer has ever been received to date, so I recently replaced the negative review onto the google reviews and did so from home. I gave them a YEAR to respond before putting that negative review back in. They have been given every opportunity to reconcile this issue with me and as you can see, they are still refusing to rectify or even acknowledge the truth. I have switched the registration of my parts warranty over to another company and I simply want to warn the public: DO NOT USE THIS COMPANY.
Final Business Response /* (1000, 13, 2016/02/17) */
[redacted]Document Attached[redacted]
Our response from the second response from [redacted]
As to your response, your first sentence states that "initial call DID tell me going rate", and then the fourth sentence states that you were never told the initial cost of the visit. We ask all new customers for a form of Credit Card, and you did provide us with that. If there was any confusion with rates and what the initial call out would be, then why did you provide us your credit card?
We were called out to her home due to a leak she had coming from her furnace. We had never been to this home, it was not our installation, and we were doing what [redacted] wanted, which was to come investigate her leaky furnace. An estimated amount of $1000.00 was initially given for the cost to replace and repair the damage that was done from the leaking heat exchanger. This was not our install and all we could do was estimate the costs until we we had actual prices for her [redacted] furnace. [redacted] stated that she was not prepared for that cost. All we did was give the option for a new furnace that would come with the standard 10 years parts with options to purchase an extended labour package. Knight Heating in no way talked her into getting a new furnace. She was given options, and a few days later called back to move forward with a new installation on her own accord after talking to her friend in the industry.
Knight Heating moved forward with her decision to go ahead and replace her furnace. She did mention that she had 2 more years of warranty with the leaky furnace, but still used her own discretion to move forward at the price she was given to purchase a new furnace and not investigate her apparent warranty with her [redacted] furnace.
We did go back to the home and pick up the mistakenly left furnace and cleaned up again her furnace room. We acknowledged our wrong doing with the furnace, and [redacted] did acknowledge in her email to us on March 12, 2015 that we followed through until the job was complete and she thanked us for persisting until the job was 100% complete.
As per conversations with [redacted], she had an option to purchase a labour package from the start. All new installations come with only the parts warranty and all individuals are able to purchase a labour package. The labour packages come from another company that we would have to purchase on their behalf. We do not get this for free and we pay the upfront cost to purchase for our customers. [redacted] indicated she "switched her registration of her parts to a new company". We would like to please respond to that as we know this to be not true. When her furnace was registered for the 10 year parts warranty, it is registered with her serial number, and that serial number is attached to her name and address. Any company that deals with [redacted] can retrieve the serial number information from [redacted]. At that point any HVAC specialist can put through her parts warranty through using that application. [redacted] is free to use which ever company she chooses to use for future service and warranty issues that may arise.
We hope that her new [redacted] installation will continue to give her worry free years for many years to come.
Final Consumer Response /* (2000, 18, 2016/03/02) */
Well, that is amazing that you were able to get that. They clearly had it in their possession all along. Too bad they never shared it with me at the time. I would have been able to make a more informed decision. I am disappointed that they refuse to budge on their broken promises or come clean with the truth, but at least I have records now if I ever get audited. Thanks for all you do!
Regards,
[redacted]