ComplaintsforKings Refrigeration and Air Conditioning Ltd.

• Initial Complaint

  11/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased the home 14 months ago. We discovered that ***** Refrigeration. Did the installation of our heat pumps. We hired them to continue the regular required maintenance. We had a fowl smell emitting from one of the heat pumps. We called ***** Refrigeration to investigate. They discovered the installation was in correct. They initially denied doing the job. They then came back and said it was their error and would fix it. The next day they backed out of that promise, denying any one from their company would do such a poor job. They admitted it was the owners son who did the install. Do to the lack of accountability from the owner of this company I would like reimbursement of all parts and labour to repair this error, and I get to choose the company that does the work.

  

  Business response

  12/01/2023

  In response to Mr. ******** complaint...please note that this heat pump was installed 8 years ago and has had no issues and/or complaints from the 2 previous homeowners to date and have operated properly.  Originally, there was some confusion with our office staff, regarding the installation, due to the fact that the original homeowners who had this heat pump installed are now inactive in our records and we needed to obtain documentation from our archives, and we apologize for that.  The issue with the foul odor was diagnosed on by one of our technicians during routine maintenance on January 5, 2023 and was determined to be coming from their septic, in which the heat pump drain line was routed to.  This was not something that was done by the original installers from our company and we are unable to determine if and when the drain line was re-routed, possibly by a previous homeowner for whatever reason.  Mr. ****** called yesterday afternoon and requested to speak with the owner of our company to address his concerns, whom was busy at the time, and was told he would return Mr. ******** call following an investigation into the situation - and instead of waiting for the investigation to be completed and followed up with a plan of action today, he chose to file this complaint instead, which is we feel is highly unfair.

  Although we are certain the re-routing of the drain line was not performed by our staff, ***** is willing to repair the problem and properly re-install the drain line as it was originally installed to ensure that the equipment runs at peak performance moving forward.   Our company will provide this repair at no charge to Mr. ****** and at no time will we be paying for an alternate company's services to do the same - Mr. ****** has the choice to either have the problem repaired by us at no charge or to pay for it himself if he chooses another company to perform the repairs.  We will await his decision.
  

   

   

   

   

  

  Business response

  13/01/2023

  In response to Mr. ******** rejection of our offer...

  We feel that we have acknowledged our internal mistake, with originally believing we did not install the unit, due to the age of the unit and needing to retrieve archived information, and have apologized for that - our staff are human and make mistakes like anyone else.  We also believe we provided a more-than-fair solution to the issues Mr. ****** wanted rectified, and were willing to provide this repair at no charge even though it was not our mistake nor was the issue a result of the original installation.  At no time did the public defamation of our company by Mr. ****** contribute to this offer. 

  As previously mentioned, we can only assume that the re-routing of the drain line must have been done under the previous home ownership. We have provided service to this heat pump for the past 8 years when needed, by the 2 previous home owners, and there has never been any previous complaints, issues nor repairs required. 

  This heat pump is, in fact, covered by a 10 year warranty but only includes parts and labour required for the evaporator and condenser - not for the connections including the drain line.  It should also be noted that warranty does not cover diagnostic service calls at any time, no matter the issue.  However, the bill in which Mr. ****** received and is referring to, was not for a diagnostic call - it was for the annual cleaning/maintenance performed on his heat pump which includes diagnosis.

  Due to Mr. ******** rejection of our fair offer - we wish him well with his future service provider and wish to note that his warranty is fully transferable to the provider of his choice at any time.  It should also be reiterated that ***** will at no time be responsible for the cost of another company to repair the drain line nor any future service provided to Mr. ******** heat pump.  We have now closed Mr. ******** account with us and choose to cease our business relationship effective today.

   

  Customer response

  13/01/2023

   I am rejecting this response because:
  
  The only reason ***** is claiming they took responsibility is because of this claim.   They never communicated the resolution to me except through this claim.  They refused to acknowledge their error until this claim was submitted.  This claim was submitted do the failure of the owner of the company to return my call as promised.  The statement that the trouble shooting call was just a regular cleaning is also false, as ***** was employed 6 months earlier to clean our unit as part of regular maintenance.   They were called out again in January to “clean the unit based on advice from the on call technician who answered the phone when I first voice the concern.   This claim started because this company would not stand behind their work instead they chose to blame others

• Initial Complaint

  16/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  SUMMARY Kings Refrigeration was hired in spring 2021 to install a heat pump into our renovation/house. The house is more or less a new build of only 450 sq ft, with spray foam insulation top to bottom, and extreme high performance fixed windows. Kings installed a ducted mini split system in the summer, and the unit was immediately not performing any cooling functions. The house was unbearable during the summer, and impossible to sleep in at night without the doors open. The cooling feature did not reduce the temperature, and never cooled lower than the exterior temperatures, while spiking in temperature in the night. Despite the setting always on cool, the house did not cool at all over the course of the summer, including during the night when the exterior temperatures dipped. Kings studied the situation and made changes to their system repeatedly in the following months, however the performance never changed nor improved. In October, we hired an engineering team to do a Heat Plan of the house, using the metrics of the home and an analysis of the home’s heating/cooling requirements. It was found that the system installed by Kings was oversized for the scale of the home, and a smaller unit was recommended to improve airflow and gain performance. This larger unit could never be made suitable for a house of this size, as the house does not have the proper conditions to support this large unit. We are seeking to have Kings remove the unit that they have installed and provide a full refund, of the $9,700.83 paid so far. We would also accept retaining the reusable components such as the duct work, at an agreed upon price, and a refund of the balance. Timeline, Invoices, and Numbers attached

  

  Business response

  18/11/2021

  In response to the complaint filed by ******* *******:
  
  
  Kings agrees that we were hired in the early spring of 2021 to install a ******* Mini ducted heat pump system, along with an unmentioned HRV system.  We are also in agreement that there were some reported issues with the system, however Kings was always accommodating in trying to rectify the issues that were reported and diligently worked at a resolution for these clients.  Kings even went so far as to have the actual technical representative for the product visit the site with our technician to evaluate its performance.  I feel it is important to mention that at no time did Kings walk away from this project and we were always willing to work at resolving these issues until the clients were fully satisfied.  Most recently, on October 13, 2021 I had personally sent an email to the *******'s making some further recommendations for adjustments at the advice of the manufacturer.  To date, I have had no response from the client since that day until this complaint was filed.  
  
  
  We are more than willing to come to a solution for the *******'s that is acceptable by all. However, Kings will require a copy of the analysis report performed by the engineering team to make further recommendations.  Until we have this official report, we cannot make any assumptions on system sizing or proceed with any type of refund.  We look forward to working towards an acceptable solution , and will wait for the report to continue our communication.

  Sincerely, ***** ******, owner
  

  

  Business response

  23/11/2021

  Thank you for reaching out, we provided an offer that was rejected by the consumer, and we responded to that rejection by stating that our original offer still stands. 

   

  Basically, they have accused of us installing the wrong sized heating unit and claim that this was confirmed by an “Engineer’s report” and they are demanding a full refund.  We offered to replace the system with the “correct size determined by the engineer” but would need a copy of said report prior to determining the next course of action: replacement vs. refund.  To date, we have still not received the report and believe they may have manufactured the story as they are unwilling to cooperate.

   

  We are more than willing to work with any customer of ours that is unhappy until they are fully satisfied; unfortunately, in this case the ball is in their court before we can try to work on a resolution.  They have the contact information to forward the report to and we look forward to receiving it.

   

  If you require any further information, please feel free to contact me anytime.

   

  Thank you Kindly,

   

  ******** ******* *********

  Operations Manager/Controller

  ****** ***** ***** ******** * * ****************************

  Customer response

  25/11/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16153077, and find that this resolution is satisfactory to me.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩