Complaint Quote for repair was $60.00-$70.00; was billed $386.00 without any notification that it would be hundreds of dollars more. was told they had to bring another person(female) in to assist with holding a pipe. My husband was here to assist-was never informed that this would greatly increase the bill to ay another person.
Desired Settlement was charged $386.00-will pay $186.00 since even that is more than double what the original quote was for the repair.
Business Response In response to the complaint, case #XXXXXXXX. Mr. Client was given a verbal estimate price of $60.00 to set a fixture in the bathroom of his home. Agreeable to this price a technician was sent by KANNDO Professional Services on the scheduled day and was there on time. When the technician went to set the wax ring he noticed that the flange (a protruding rim, edge or collar used to strengthen the pipe shaft) was in bad shape, At this time the technician stopped and called the owner of KANNDO for direction. With that the technician talked to Mr. Client and let him know what was found and that it would be more money and time to fix correctly. Mr. Client agreed and Mr. Client was made aware he would need to be rescheduled to complete the job, as KANNDO had a tight schedule. Mr. Client called twice wanting to be scheduled and because of a cancellation he was fitted into the schedule. KANNDO is not in the practice of asking our client to help with a job. Neither the owner of KANNDO or the 2 technicians on site met, spoke or saw Mrs. Client during the time of scheduling or work performed, It was only after the invoice was sent did KANNDO have contact with Mrs. Client. KANNDO sent a letter to Mr. And Mrs. Client explaining the circumstances and the owner of KANNDO in good faith took $100.00 off the bill leaving a balance of $286.70. ( I have sent this in an email). Mrs. Client left 2 messages and called a 3rd time and talked to the owner of KANNDO Professional Services, the owner told Mrs. Client he was not going to argue with her as he already sent out a letter explaining the job and gave the $100.00 discount and told her to call the Better Business Bureau as we have a great rating, and that we are a fair and honest business serving the Tri State area. I have sent in an email, the letter KANNDO received from Mr. and Mrs. Client as well. Also in letter sent to you by email. Explaining to the clients that you never know what you will find working with plumbing.
Desired resolution initial charges 386.70, gave discount of $100.00 received check in the amount of $186.70. Balance due of $100.00
Complaint Water damage to the basement due to the sump being unplugged by Kanndo and not being plugged back in. On 6-12-14 Kanndo came to my house to do teh duct work, on 6-16 we had a thunderstorm, on 6-16 my girlfriend took a shower in the morning,when I went to take mine there was no hot water. I went down to the basement and found 5-7 inches of water throughout the basement. I noticed right away that the sump pump was unplugged. i started to drain the basement and my girlfriend called Kanndo to ask the guys that were here to do the duct work if they had unplugged the sump pump. they lady on the phone from Kanndo said tat this would never happen, she told me she would call the workers and ask them if they had unplugged the sump pump, the workers told her it was possbile and they would come over to the house to check it out. When Kanndo got here I had pretty much all the water cleaned up by plugging in the sump pump. While the workers were here the lady from Kanndo called and said that they would replace the hot water heater becuase of the damange to it. The plumber from Service One showed up around 1:00 pm 6-16 and the water heater was delivered around 2 so he started taking the bad one out while he waited. He hooked the new one up and around 4:00 that day the lady from Kanndo called me back a told me that the workers had changed their minds and they left nothing unplugged. At this point she "the lady from Kanndo" said i would have to pay $500.00 for half of the water heater and she phoned the plumber and told hom to stop til they got their money. At that point I felt trapped over a barrel. I paid the money to get the water heater working in my house. I feel that this was not good practice by Kanndo becuase if the sump pump would have been plugged in we would not of had this problem to start with. My sump pump was working fine and it proves it by me turning it back on and most of the water was cleared out before the workers arrived. I feel to this day I was wronged by them.
Desired Settlement I am asking for the $500 back that I had to pay for the hot water heater when it was clearly Kanndo's mistake. And an appology from the workers and lady for lying to us and putting us in this predictiment.
Business Response I am responding to the compliant filed. Lets understand the full story. An air duct cleaning was done for the complaintiff, however we did not unplug the sump pump. This pump is located to the back of their basement and we would have no reason to go back there. Further when we returned to do our own investagaion we found that their sump pump is install incorrectly and that they had an old water heater in the basement. I did respond to the phone call I recieved that if we had infact unplugged the sump pump we would take care of the situation asap. And we did, on the day their air duct was performed we had another one scheduled. The same 2 technicains who had done the air duct cleaning also went over to investigate and the outlet they used was in the front part of the basement. So to be fair we paid for the installation of the water heater and we paid up front for the water heater itself. Our cost well was more than half for a damage that was indeed not our fault. We have a phone program that states to check your electrical circuit and your float if you know bad weather is coming. I stand behind my technicians and this company. We felt it was odd that the complantiff was asking for the old water heater to be re-installed when I found out that we had not created the damage. Then agreed to the $500.00 for the new one????????
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) To your response: For the last few years we have not had any problems in our basement with water because our sump pump works just fine. It didn't work because the men that came to the house unplugged it from the wall. Also the sump pump is on the front of the house not in the back, and the tube that Kanndo brought into the basement came in the front basement window right where the sump pump was plugged in at. I don't know and understand why Kanndo is referring to the old water heater, that is from 2 years ago when I had a new roof put on and we went from a standard to a power vent water heater for venting reasons, there was nothing wrong with it and it worked just fine when we took it out, we were just storing it in case one our children needed it or wanted it since it was not very old. I am trying to figure out if they were not responsible for the water heater, then why did Kanndo have new water heater ready to install plus they sent over a Service One Technician the next day. Then out of the blue the next day Kanndo called and said their technicians changed their story and said they didn't unplug the sump pump. That is when the lady from Kanndo called me and threatens me to pay the $500 or they would stop and remove the new water heater. I know that my wife ***** did not unplug the sump pump because she does not go down in the basement and I was at work all day and I know what happens when you do unplug it. So that leaves Kanndo as the only other people in the basement.
Final Business Response The KANNDO employees that did do the air duct cleaning were the same to men that came back to check this damage. both of the men had done 2 air duct clenaings on the same day as explained it was at the other home that the sump pump was unplugged for a good reason. The 2 men explained to the office manager it was not at the complaintiff's home. The tube brought in is a vacuum tube that runs off the machine that was outside of the home. (doesn't need to be plugged in) the only other machine that does use electricity is our shop vacuum that was not used in the basement. The reason we paid more than half for the water heater and installation is becuase the office manager assumed that we had caused the damage and then was set straight. The office manager did purchase the water heater, she did set up Service One to do the installation. And then found out that we had not cuased the damage. Because all was in place the decision was made that we would go ahead as planned with the water heater, I talked to the service techician and asked him to stop until I talked with the home owner about paying 500.00 towards the water heater even though it was not our fault. The home owner agreed and paid the $500.00 by check. The office manager did not threaten the homeowner at any time. We feel we went above and beyond what other companies might have done in the same situation. This is an unfortunate situation of he said she said and in the end we feel it was handled the best way possible for both parties. We did not uninstall the water heater and take it back to the store it was purchased at. we did not ask for the full price of the water heater and the installation, we did do the right thing and split the difference, unknown to the home owner this was the last unit in the store to replace the one they had.
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) from the 7-8-2014 web BBB business response : The same 2. Tech, who had done the work also went to investigate and the ; OUT-LET THEY USED" was in the front part of the basement! So right there tells you that they lied about unplugging anything, And if they never used the shop vac down there why did they need a outlet? They did have the shop vac in my dining room. From the respond on 8-18 other home had there pump unplugged (really) is this a standard practice to unplug sump pumps?Also we received no warranty papers and we need them or rebate papers And where was it bought at.And as far as agreeing to pay the $500 the service one tech was told to STOP until I Paid the money. a direct threat.and paying the extra 500 wasn't in the budget after spending over :300 to get the ducts cleaned . We feel we have been wronged .
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