BBB Accredited Business since
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This company offers installation and service of commercial and residential heating, air conditioning, ventilation systems, plumbing and sheet metal.
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A BBB Accredited Business since
BBB has determined that Klebs Mechanical meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Klebs Mechanical include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 4 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||4|
|Total Closed Complaints||4|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||4|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Type of Entity
Business ManagementMr. Matt Klebs, Vice President Mr. Gary Klebs, President Ms. Mary Klebs, Vice President
Heating & Air Conditioning Plumbing Fixtures, Parts, Supplies - Retail Heating Contractors Plumbers Plumbing, Heating, and Air-Conditioning Contractors (NAICS: 238220)
Alternate Business NamesKlebs Mechanical Inc
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
1107 E 72nd Ave
Anchorage, AK 99518 (907) 365-2500 (907) 365-2555 (907) 365-2514 (907) 344-1128 Directions
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Additional Phone Numbers
- (907) 365-2555(Phone)
- (907) 365-2514(Phone)
- (907) 344-1128(Phone)
- (907) 365-2590 (Fax)
- (907) 365-2550 (Fax)
Additional Email Addresses
- - Communication/Mass Email
- - Additional Business Login
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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BBB Letter Grade Scale
Star Rating scale
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Problems with Product/Service
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Complaint: I feel very strongly that Klebs put my life in danger. Even after a phone call to the owner I wasn't given any consideration to my concerns. The 2 workers installing my furnace didn't seem qualified to be installing a new furnace, and one of them kept saying he had never done this before. I had valve installed backward, furnace door closed on wiring (I have pictures of this). According to municipality they were not suppose to turn the furnace on until they returned! I did have a gas leak that I found the next morning, I called Enstar out to fix. I called owner Matt K**** and relayed my concerns to him, not one time did he call me to find out if everything was going well! As a matter of fact I had to call their office and ask if they were ever going to get a final inspection from muni so we could close the deal. Their only concern is collecting the 2nd half of payment, which they tried to do on a Friday night before final inspection. To date NO ONE HAS CONTACTED ME to FIND OUT IF FURNACE HAS ANY ISSUES! So you can see at one point the gas leak was a health issue.
Desired Settlement: Since I had to take an additional 5 days off I feel I am entitled to some compensation for my lost salary. They told me this was a 2 day job and it took 23 days to get finished! I feel this is unacceptable. Matt wouldn't consider any adjustment, just acted like it was ok to drag this job out with no consideration for my time or health!
Hello, Mrs. **********,
Thank you for your review. We are always happy to receive reviews on our work from our customers. We learn and grow from each of them, positive or negative.
I want to address a few things directly that we take very seriously.
First, I would like to address your statement that we put your life in danger. As I mentioned on our phone conversation on the 6th of April, KLEBS was not responsible for the gas leak at your house. Rather it was the gas utility company, Enstar, that created the leak from improperly setting the gas meter. I continue to recommend that you contact Enstar with your concerns about that situation. I hope you understand that we have no control over the gas utility's work, and have to rely on them to follow procedure and quality control standards. Enstar's policy is to not set a gas meter before the municipality inspects and provides a "green tag". Enstar appeared to have gone against this policy in setting the meter prior to an MOA inspection and green tag. This is policy between Enstar and the MOA, and again out of our control. To be perfectly clear, the gas leak that happened at your house was at the gas meter and was created by the gas utility. You did the right thing in calling Enstar, and I understand the problem was resolved. Gas leaks are always a dangerous situation. Had it been our work we would take full responsibility. Since it was not, I recommend you contact Enstar to discuss the situation further. We are happy to assist with this if needed.
Second, I would like to address your comment about the crew being unqualified to perform the work. The lead installer has over 10 years in the HVAC industry and is very qualified to perform the work that was completed. The comment that he has "never done this before" was taken out of context and was related to a phone conversation he was having with our offices. The comment that a gas valve was installed backwards has not been verified. Inline gas shut off valves are non-directional and cannot be installed backwards. Lastly, the comment about the furnace door being shut on wiring has not been brought up in conversations between us previously. However, this situation must have been temporary as the work has passed all inspections and is completed at this time.
Lastly, to address a few other comments: I am sorry that this project has not met your expectations. We truly do value our relationships with our customers and look forward to every opportunity to make new relationships. I did respond to you both times you contacted me and we had productive conversations. Per your request, KLEBS hired a contractor to patch sheetrock that needed to be removed to accommodate the work. Sheet rock repair is specifically excluded from our contract, but we repaired the area regardless as an effort to provide good customer service. As you mentioned we did ask for payment prior to inspection as this is our policy. You stated you would not pay until after inspection, which we accommodated with little or no debate. We performed a final quality control inspection at which time our technician asked if you were happy with the work, to which you responded positively (Which you confirmed happend). If you were expecting a follow up call from me, then I apologize and take responsibility for considering the matter closed. However, you did contact me and I returned your call the same day. It was on that call that you requested compensation or a discount off your work. I could not grant that request as it is not in our policy, and I did not see a justification for it. It was after I refused that request that you became upset. At that time, among other things stated in this message, you indicated that perhaps your furnace was not running correctly. I told you that KLEBS stands behind our work and will rectify any issues you may be having with the installation. You refused that promise and stated you would not talk to us further. In that way, we cannot correct any issues you may have or rectify any complaints from a customer service standpoint. It seemed the only option to satisfy the situation was to compensate you or discount the work, and I am sorry that we cannot grant that request.
Again, I am sorry to see any job end in this manner. I respect your comments and hope that you understand our position on the matter. Should you need further assistance, please feel free to contact us.
Service Department Manager
Problems with Product/Service
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Complaint: In 2012 we contracted Klebs to install the most efficient (and most expensive) furnace that they had in their inventory. In September 2012, the $6K installation was completed.On 8/13/13, Klebs came to install a small part per manufacturers direction. On 8/22/13, Klebs came again to install a new condensate box.On 1/10/14, we came from work to a freezing house. Klebs offered to come on Thursday, 1/16/14, unless we wanted to pay extra for emergency call. We decided to wait and use our gas fire place in the meantime. When the service tech came out, he determined that the issue was our dirty filter. Said it is a very sensitive furnace, so must change filter frequently. On 2/15/14, our costly furnace failed again! Changing filter didnt help. Doubting Klebs expertise and honesty, we contacted a reliable contractor recommended by a family member. Unfortunately, he didnt have prior experience with **** furnaces. He asked for technical manual, but Klebs refused to provide it. The contractor determined that the problem was with pressure switch, so he replaced it.On 9/7/14, the pressure switch failed again. We called the same contractor. He asked if we ever got our furnace tech manual from Klebs. I called Klebs again and after a couple of unpleasant phone conversations, the manual was finally delivered. The contractor replaced the pressure switch again. He also did some re-wiring the pressure switch was sitting low and was collecting condensation, leading to furnace shut down.After this, we contacted **** to examine the installation. The **** representative pointed out that the neutralizer was installed improperly leading to undue condensation and resulting in frequent pressure valve failure. Klebs eventually fixed the valve issue and much later - the thermostat.On 1/6/15, called the **** rep about promised extended warranty and possible reimbursement for repairs that could've been avoided. Was told to speak with Klebs. Called/emailed Klebs on 1/8/15, 1/27/15, and 2/20/15. Silence...
Desired Settlement: Based on the series of frustrating event that couldve been avoided had Klebs installed our expensive furnace properly, we demand the following (either from Klebs or ****, who, it appears, had failed to train properly):1. $173 reimbursement for Klebs service on 1/16/14. 2. $410 reimbursement for Contractor service on 2/15/14-2/17/14. 3. $400 reimbursement for Contractor service on 9/8/14-9/10/14. 4. Extended FULL warranty on the furnace, with week-end calls covered at 100%.
We are familiar with Mrs. **** and have had many
KLEBS stands behind our original response to this claim. However, I will take this time to expand on a few points in hope to provide Mrs. **** with further clarity:
Problems with Product/Service
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Complaint: Poor craftmanship on ducting install. Did not address flue liner replacement during estimate, did not install flue liner during install, or follow up repairs,not installed untill a third call out.
Desired Settlement: I would like to split the cost($850) on the install of the Flue liner because of the inconvenience.
Business Response: Initial Business Response /* (1000, 5, 2014/07/02) */ July 1, 2014 Better Business Bureau **** ******* ****** *** *** DuPont, WA 98327 Re Case Number: ******** **** ***** Dear Sir or Madam: We are in receipt of your notification of the above complaint filed by Mr. *****. We have reviewed our records and found no reason to reduce the cost of equipment or services provided to this customer provided by *****. Our review of the case shows the following events: In March Mr. ***** received a proposal for a furnace to be installed in his home. A Flue Liner was listed as an "add-on in case it was needed" to bring the flue capacity into compliance with Municipal specifications. We gave Mr. ***** the choice of whether or not to have this work done because it is sometimes unclear before we begin a job whether this work needs to be performed. We explained to him the work may be necessary to comply with the Municipality of Anchorage's building code. We have found, for this particular issue, passing inspection can depend on the individual inspector and his/her particular interpretation of the building code. As you can see from the attached copy of the proposal, Mr. ***** chose not to pay the additional charges for the flue. Therefore, the work was not performed during the original install. The next call from Mr. ***** was when he asked us to send a technician back out to "repair" our install. Upon inspection, we found the system was completely operational. Per Mr. *****'s request, we performed some cosmetic changes to the job so it looked better to the customer. Mr. ***** then contacted us after his system was inspected to let us know he did not pass *** MOA inspection. We agreed to schedule another appointment for a Technician to come out and install the optional item (the flue) and complete the extra optional work as outlined in the original proposal. He agree to pay the additional cost outlined in the proposal. On May 28, 2014, we completed optional work Mr. ***** had turned down during the original install. It is our company policy to provide quality services to our customers at a reasonable price. We are also required to purchase a Municipal Permit and have our work inspected on all jobs subject to MOA code. However, we have no control over MOA requirements for installation of new systems. We attempt to install every job so it will pass ********* inspection. That is why we made sure Mr. ***** was aware that he may be required to have the additional work done in order to pass *** Municipal inspection. We also made sure he was aware there would be additional costs for the work on the flue as it was outside of our original scope of work. When we called after his initial inspection, he agreed to pay those costs and we proceeded with the additional work. After all the work was complete, Mr. ***** contacted me to ask if I could reduce the cost of the job we had completed for him. I told Mr. ***** I would review our records to see if a discount was possible based on the costs the company incurred to complete the job. However, the review showed our costs exceeded our original estimate and no discount was possible. While we understand the Mr. ***** was inconvenienced by having to be at his home when we were scheduled to do work, both of additional visits were at his request. After this further review of this customer's account, we feel the bill is justified as the scope of work increased, and the fees were explained and agreed upon in advance. We also feel obligated to point out that we will, as is company policy, be charging late fees on the $850 unpaid balance on his account. Please let me know if you have any additional questions. Sincerely, **** ***** President/CEO We can provide a copy of the signed agreement and work orders upon request.
Problems with Product/Service
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Complaint: Klebs offers a paid "star service" program for home heating equipment. One of the benefits of this program is that home equipment maintained by them will receive "proirity scheduling". The sales pitch is that you will receive prioritized service in case of equipment failure. Our garage heater failed on us recently (in winter) and we called for service. The scheduler told us it would take a number of days to even have someone come out and look at it. When I asked what benefit my "star service" gets me, I was told basically nothing. I called another contractor and had them come out within a day. While the star service program has other stated benefits besides priority scheduling, I feel that Klebs does not live up to their claims with this program.
Desired Settlement: Refund, explanation, and change in practices.
Business Response: Business' Initial Response /* (1000, 6, 2013/07/16) */ **** and ****** ****** are Gold Member Planned Service customers.Gold members recieve a once a year complete service and maintance on all agreed heating equipment.Gold members get priority over non planned service customers.Gold members also get a 10% discount on all services.They pay overtime rates when overtime occures. Platinum Planned Service members get priority over Gold members. I am not sure when the ******s called us with a failed garage heater except it was "winter". I can only speculate because I have no record of there call but the delay could have been that Platinum members were booked ahead or we were repairing no heats in homes where families become dislodged and damage to plumding system may occur. Garage heaters are a nice convenience and not a requirement therefore we do not classify garage unit heaters as the same urgency as whole house heating systems. We completed a Gold Star Preventive Maintenance to all agreed systems,Water heater,Unit heater and the Forced air heating system for the ******s on June 18,2013. No refund is available. Consumer's Final Response /* (3000, 8, 2013/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) An attached garage includes our utilities and some plumbing. A unit heater being out of service is more than a convenience in our case so perhaps this policy should be reconsidered. If a person is paying for Gold Star service, does this not include priority scheduling for unplanned trouble? It did not appear to be so in our case. Business' Final Response /* (4000, 10, 2013/08/01) */ I want to thank the ******s for there input. We will review our policy and also use this experience as a traning tool.At this point I would like to offer my sincere apologies concerning this matter.Your input has been very much appreaciated.
Customer Reviews Summary