BBB Accredited Business sinceAdditional Locations
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This company offers repairs, replacement or remodeling in plumbing, heating, air conditioning, electrical, RPZ testing, wells and septic systems.
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A BBB Accredited Business since
BBB has determined that Kennard-Pace Company, Inc. 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.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Kennard-Pace Company, Inc. include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 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||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
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:
State Corporation Commission
P.O. Box 1197, Richmond VA 23218
Phone Number: (804) 371-9733
Fax Number: (804) 371-9211
DPOR - VIRGINIA
3600 West Broad Street, Richmond VA 23230-4917
Phone Number: (804) 367-8500
Fax Number: 804-367-2475
Roanoke City Business License
Phone Number: (540) 853-2524
Type of Entity
Business ManagementMs. Joyce Z. Sarver, President
AIR CONDITIONING CONTRACTORS & SYSTEMS PLUMBERS AIR CONDITIONING REPAIR VENTILATING CONTRACTORS AIR DUCT CLEANING HEATING CONTRACTORS HEATING & AIR CONDITIONING ELECTRICIANS
Method(s) of PaymentCash, Check, Discover, Mastercard and Visa
Industry TipsAir Duct Cleaning BBB TIP Tips for Hiring a Contractor
129 W. Kirk Ave.
Roanoke, VA 24011 (540) 344-3249 Directions
P.O. Box 2412
Roanoke, VA 24010
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Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
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BBB Complaint Process
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BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
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Additional Phone Numbers
- (540) 344-1015 (Fax)
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|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: Kennard-Pace was contacted first week of February 2013 for a plumbing repair located in the downstairs bathroom. They responded to my home and repaired a leaking pipe in this bathroom. They also restored two seals around two toilets in both bathrooms. In repairing the down stairs bathroom pipe, the workers damaged the droped sealing. The supports holding on the ceiling tiles were bent.
Desired Settlement: I wrote Kennard-Pace a ch # 1867 on 2-7-13 ****** * ****
Consumer Response: Refund the $162.50 paid *******.
Business Response: Case # ******* To Whom It May Concern: On February 3, 20 12 (notice the date) we were called by customer to check seal and flange on two toilets. After checking one toilet found it needed to be resealed and one toilet needed to have flange replaced as well as the seal. After looking, it was decided that we would need to reschedule which we rescheduled for February 7th, 2012, on which the customer paid. In order to replace the flange on the one toilet the ceiling needed to be removed to replace the flange. As a general rule we do not replace ceiling unless the customer requests that we replace it and we would have, at an additional cost to replace it. We heard nothing about any ceiling replacement until October 25, 2013 when called and customer wanted an estimate to replace ceiling. We went to customers home and looked at the ceiling and the customer was quoted $200.00 to replace the ceiling, which includes no materials, as he said he would furnish the ceiling. We feel that we do not owe the customer a refund to replace his ceiling because 1.) there was no way to replace the flange under the toilet without removing the ceiling. 2.) we would have been glad to replace his ceiling at his request at an additional cost. 3.) the other thing that concerns me as the date we performed the work 2/7/12 and that he called for an estimate to replace the ceiling 10/25/2013. We feel that we have done what we were asked to do at the onset of the job in February 2012. Sincerely, Joyce Z. Sarver, President
Consumer Response: Better Business Bureau:I have reviewed the response offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Permit me to quote Ms. Sarver of Kennard – Pace Company; “In order to replace the flange on the one toilet, (meaning the downstairs or basement toilet), the ceiling needed to be removed to replace the flange.” Please be advised this bathroom ceiling is a drop ceiling with metal strip supports and removable ceiling tiles. These parts are easily removed so as to be replaced once the flange is placed. Instead the tiles were damaged and the supports bent. If a little bit of patience and care had been utilized, the integrity of the structure would have been fine and this complainant would never have been brought to the attention of the Better Business Bureau. RegardsRegards,******* *****