Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Weeks behind scheduled 2 day project. Water shut off to house so I had to pay for a short term rental for the bathroom and shower. Very poor quality work, unsealed holes in house, wrong material used which damages roof material, damaged ceiling and wont repair.

  Business Response

  Date: 10/04/2023

  ******************,

  1. The job task at hand was done with in the time allotted in the schedule (See #8).
  2. You did not state that you stayed in a B & B. You stated that you showered at your neighbors residence as well as your wife stating this as well.
  
  As for the warranty work youre requesting, please see #1 of the exclusions below which was on the same page you signed on your estimate.
  
  Damages by previous installation : As in not properly secured ducting (40yrs old).
  
  Drywall repair: See separation of improper secured pre existing ducting.
  
  Proper cement was used to seal the flues on the roof.
  
  EXCLUSIONS:
  1. Damages by previous installation, drywall repair & electrical.
  2. Use of unit for construction will void manufacturers warranty (see owners manual for details).
  3. Any permits needed are the responsibility of the property owner or signing representative.
  4. Date changes due to materials shipment to ******.
  5. Any options, upgrades, changes or part replacement from above will require a written/signed change order before that work will be done.
  6. Only your Knik Heating Consultant can provide changes or additions to your proposal/ estimate. Please contact the consultant & not the field personnel.
  7. Job start & completion to be within 45 days of acceptance & 50% down payment.
  8. Start date is at the discretion of Knik Heating. Any request changes to start date or finish date will require a signed change order by Knik Heating & customer.
  
  NOTE: if you continue to harass Knik Heating and its employees, You can expect legal action to be taken as we have all our emails, texts and phone calls recorded. Along with all finished photos of the project work you signed for.

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20694087
  
  I am rejecting this response because:

  *********** supported the pipes by attaching to ducting which results in pulling the ducking down, Used the improper sealing technique on roof but more issues. BBB doesnt accept the photo evidence of poor workmanship, I would like to submit them to BBB. 

  To note there have been no communications to the company since I was notified that you were done. There hasnt been harassment. Please send the BBB recordings including ****** saying she thought it was a two day not a 4 week job or the recording where the company apologized for mistaking that it was behind but you took additional clients.
  

  I can send the AirBnB receipt if you need it. 

  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 10/22/2023

  Photos sent to email provided - thank you

  Customer Answer

  Date: 10/25/2023

  Hi ****, 
  
  Thanks for allowing me to send photos here.
  The scope of work was originally a water heater replacement but when they inspected it they noticed the entire heating and gas system needed replaced. They said they would send me evidence of it but I just trusted them and went with it.
   I had them replace the water heater for the main house and the apartment - they installed one system with two heaters rather than two separate systems as it was originally designed and contracted. 
  When doing so I showed them where to install equipment and they installed it on the wrong wall. You can see the shelving I had to pull down at their request so they could use that space.
  Before the project started I had to go on a work trip. So I gave them access to my house. I was not pleased to find a 2 day project was not only incomplete but at day 4 they only pulled out everything from the house and told me it would be a few days before I had water (drinking, shower, toilet). Then over the course of a couple weeks they finished the job in a way that caused more damage - tar on a rubber roof makes the rubber ****** and will need to be replaced sooner and the vents that were secured are now coming down because they hung the piping from them. 
  I annotated the photos so it should be easier to see what Im talking about.
  Im on temporary duty in AZ with the Army so Im not home and have a hard time getting free time but Ill answer my mail as often as possible. Please feel free to call if you need any clarification or my attention. 
  

  
  

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a request for service via Knik Heating webpage and explained exactly what I needed in heating service.A sweet gal called me back and scheduled a service time. She didn't mention any rules or expectations. So I took time off of work to meet the technician.So he arrived late. But I was informed by the same sweet gal that he was in route for my home. That's OK.After arriving we made some small talk and I explained again what I was wanting. Off we go to look at the heater in question. He did a quick exam and I did go on about our whole heating system. He said they could look into this and he started to take pictures with an iPad. It was about time for me to stop following him around and let him get to work.After a bit of time the tech showed up and said he had the information he needed and would submit his findings to his manager for an estimate. Well, Ok, but what about the work I had asked for? It was then he explained there would be no work done. That his visit was only to get information and I had to wait for his manager to call with the estimate! Wait, he knew what to do and would not do it? I asked this very question. He apologized and said that he was only there to gather information and the this visit was going to cost me $145. I foolishly paid the money extremely upset that I was just taken. It has been about a month now and no phone calls with estimates have come my way. And I do not want this company working on my systems as I view them to be unethical. I desire a refund for services charged for and not rendered. I also wish to let others know what kind of a scam this business is running. No work preformed, pay for them looking at your systems, then never call you with an estimate. Knik Heating fits the description of a scam.

  Business Response

  Date: 11/21/2022

  Thank you ************************* for your feedback. 
  
  We appreciate any and all information in order to help our team improve. Knowing that your experience with Knik Heating was not up to our standards is disheartening. 
  We at Knik Heating work hard to ensure that our clients receive a top of the line experience and professional service. We have reviewed your case and you are correct - there was no follow up on our part. 
  There is no excuse for the lack of follow up on our end. We have refunded your card for the full amount. That amount of $157 covered travel and diagnostics - not corrections 
  
  ************** spent 1.5 hours going through your system in order to develop an approach for the corrections needed. Please understand that his time is tracked via GPS and all pictures loaded into our software are time stamped. 
  With the condition that your system is currently at - it appears another contractor left off in the middle of the project.
  To expect anyone to jump into the middle of that project and just complete the job with no agreement, arrangements, or contract would be a scam in itself. 
  
  In some cases, our technicians need to round with supervisors to ensure we are covering all bases and taking the correct approach - especially when jumping into the middle of someone else's work. After a technician rounds with a supervisor, a contract (or estimate) is supposed to be provided. Once a customer agrees with the scope of work and understands any and all risks involved and signs the estimate (contract) we would then proceed with the work. 
  
  This is how contractors usually protect themselves, especially when showing up to a job and completing someone else's work. 
  
  It appears the estimate was not completed on our end and that we did not follow up with you. We have rounded with all personnel involved including the supervisor on duty that day along with our follow up CSR in order to ensure that this does not happen in the future. 
  
  Thank you kindly for your input - we hope you found someone to get all those loose ends from another contractor and comfort issues corrected. 
  
  

  Happy Holidays. 
  
  
  
  ********************;
  Operations *********************************************************************************************** ** why here...

  Customer Answer

  Date: 11/21/2022

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