Kohler Heating & Air Conditioning Inc

Complaint: [redacted]
I am rejecting this response because:Here are the key points: In April of 2016, Ron was here working on the problems at the main house. He needed to fix the flares on all the refrigerant lines because they were incorrectly installed and were leaking refrigerant. In addition the upstairs units were failing. I researched the fault codes with Daikin and sent them to Kohler. Sharon had a Daikin technician come help Ron. I was told these were installation errors and that the responsible installer had been let go. I still have the email exchanges with Sharon.  During this time (April 2016), I asked Ron to look at the guest house unit which was still leaking. He found that the refrigerant lines within the unit had not been insulated, which caused water to run down the wall. This too was an installation error. The wall needed to be repaired and repainted. I did not charge Kohler for the repair and re painting of the wall. Now in 2017 the same unit again leaked from the front, again damaging the wall. Ron came out and blew out the condensate line inside the unit. I pointed out that the line inside the unit is effectively configured in a p-trap. This was done on installation and will continue to be a problem. We again had to have the wall repaired and repainted – Kohler again made no effort to make the repair. Up to now, we have consistently been told by Kohler representatives that the only maintenance required on these units is filter cleaning. There is nothing in the owner’s manual about blowing out condensate lines, and Daikin representatives have indicated that this should not be required. This is not about the money, it's about Kohler standing behind their work. They've made a ton of money from this project and appear willing to sacrifice their reputation for $300 – very telling. You can keep the money.  
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:Again! Bottom line is this!
Kohler charged me $1618.37 (on 4/6 & 4/13) to fix my heat pump but never would tell me what they did. And as a result of their work and no follow-up I had to pay another contractor to repair work done by them.
This is the third (3rd) time around and I don't understand why Kohler won't/can't respond to my initial complaint and response on 11/6/16.
It's important that I receive these documents for tax purposes.
And again: It would be nice if Kohler was willing to settle with me and refund my money. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: Lets take a look at the entire history before making a claim as such! Refer to all e-mails from day one! And reread all of them carefully. Kohler is not responding to the major issue of reimbursement for poor and not completed work which caused me to have another contractor to repair a significant amount of the their work. Sincerely,[redacted]

As Mr. [redacted] explained, there were a few issues in the beginning - not all due to water leaking.  We went out a couple of times for other issues, thermostat was bad and another time a damper was bad.  Like he said, we took care of these issues.  The first time a water leak was...

reported was in November of 2015 - again, we took care of the situation.  We have not been called out until recently (June 30, 2017) with a water leak - and we discovered it was due to a plugged condensate due to lack of maintenance.  It was a hot summer and the equipment was running non-stop. We charged him a diagnostic charge plus a charge for clearing the condensate tubing.  He mentioned we didn't show up a couple of times - my records show that he was not home.  The two of us in the office as well as our technician DID explain to him the charges on the bill.  He wanted to talk directly to Aaron K[redacted], whom is not in the office much, due to outside sales and job site visits.  When they finally did connect, Mr. [redacted] implied that Aaron yelled at him.  Two of us in the office heard the conversation and it was nothing like that.  Mr. K[redacted] explained that it was due to lack of maintenance, simple as that.  I'm sorry that this happened to Mr. [redacted], but a lot of customers called with the same issue this summer.  These machines are running non-stop to keep up with the heat, and sometimes this happens.  We suggest all the time at install that they have at least an annual maintenance.  As Mr. [redacted] explained, we installed the system over 2 years ago.  Kohler Heating has a one year warranty.  I feel that we did what we needed to do when he did have issues, ex. thermostat, damper, etc. exceeding the one year warranty.   This is 2017 and we have not been to his house in over a year.  I'm not sure how this falls on Kohler.

She doesn't have an extended warranty - the parts are covered but the labor is not.  She didn't pay for the first compressor, but she needs to pay for the second one.  The thermostat has nothing to do with the compressor going out.

I've already responded to this complaint -
His money will not be reimbursed, due to the fact we weren't given an opportunity to correct whatever issues he had.
He has no outstanding invoices, so not sure why he is bringing up the issue with the invoice that was sent to him.  He doesn't owe that.
No warranty on the compressor - which I've stated before.

We replaced his compressor under warranty - $1325 + refrigerant (the $293.37).  I emailed his receipts to him numerous times.  He wanted me to put in writing that his new compressor had an additional 10 year warranty, when it did not.  His compressor carries a 10 year warranty on it...

from manufacturers date of 2007.  I explained to him that it is under warranty until 2017.  I offered to come out and go over the issues he stated was happening.  I sent my technician out and he did not answer the door.