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:04/25/2024

  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.

  K&S came out to do warranty work on our **** units from when we built our house. The work was done, but the technicians that did the work did something and stained our carpet, right where they go up into the attic. They had asked for photos of the carpet and we sent those over right after the incident happened. After they reviewed them, they said they would get a carpet cleaning company out, but never ******* wife has reached out to them more than 25 times since the **** work was done. The ladies that answer the phone keep telling her they will have the manager/owner call her to schedule a carpet cleaning company to come out. He has never called back and they keep telling her they thought it had been taken care of and they are sorry, but will give him the message.We have tried to give them time and the benefit of the doubt is why we have not contacted the BBB yet, but the owner/manager refuses to call us back and do anything.

  Customer Answer

  Date: 06/21/2024

  Hello Hannah, 
  
  I just saw your email regarding my complaint. I wanted to let you know that I have never heard anything back from this business, K&S Heating and Air. I am in the same situation I was on the day I reached out to the BBB. Hoping you will be able to help me, but since they do not respond I am hoping they will lose their A+ Accredited Business rating, since they have never cleaned up their mess at my house and are clearly ignoring you all. Please let me know if you need anything and what the next step is. Thank you.
  
  ***
  *** *****
  ************** | *****************

  Business Response

  Date: 07/18/2024

  We are offering the customer $100 towards a carpet cleaning service.  Once accepted we can mail the check to the customer.

  Customer Answer

  Date: 07/22/2024

  I am rejecting this response because:   I do not know if this will even cover the cleaning. They told us five times on the phone the they have a carpet cleaner they use and will send them out and direct bill them. That is what I am requesting.

  Business Response

  Date: 07/25/2024

  We want to settle this complaint so we are contacting a carpet cleaning company and will contact the homeowner to schedule the cleaning service.

  Customer Answer

  Date: 08/02/2024

  I am rejecting this response because:   They sent a carpet cleaner over to the house and they worked on the carpet. They did not get the stain up. The cleaner said he had seen this before and it was the duct seal putty that AC companies use. He said it had been there untreated too long and it would not come up. 

  K&S Heat and Air ignored us for so long that our carpet is permanently ruined. Because of this we would like them to replace this part of the carpet in the small hallway.

  Business Response

  Date: 10/04/2024

  We had the carpet cleaned for the homeowners over a month ago and when we contacted the company they stated the carpet was cleaned to the customer's satisfaction and there were no notes that they weren't able to get the stains out.  Regardless, the incident in question allegedly happened a couple of years ago (May 2022) and we still sent someone out to clean their carpets at our expense. We don't have records proving we stained the carpets but we have still done everything we can to try to help this customer.  We will not be paying to have their carpet replaced at this time.

  Customer Answer

  Date: 10/13/2024

  I am rejecting this response because:   This business is being very dishonest. The carpet cleaning company was very aware we were not happy, because the cleaning did nothing. the service tech even took photos and said he would send it to his company. Their service technician was the one that told us that the stain was from duct seal putty that K&S used the last time they were in our home. 
  
  We noticed the stain after they left and we called them within 24 hours to report the stain. They continually told us they would leave a message for the manager/owner every time we called. We called on this issue more than 25 times. Four different times K&S told us that a carpet cleaning company would be reaching out to us. Obviously, they never did, until we went to the BBB. This company has been dishonest since day one on this and it is obvious, they never intended to clean up their mess. 
  
  K&S expected us to stop calling and forget it. If they do not have any records, that is their fault that they do not document any issues or calls. It has taken almost six months just to get to this point with the BBB involved. Their actions show how difficult they are to work with. At this point I hope the BBB sees how they operate and will make appropriate adjustments to their BBB score.

  Business Response

  Date: 10/23/2024

  We are not trying to be deceitful.  We have done what you've asked us to do and what we said we'd do.  

• Initial Complaint

  Date:04/08/2024

  Type:Product 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.

  On June 30th 2023, I submitted a warranty request as I had my home inspected. The unit was discovered to not be working and putting out as much output as it should. Altura Builders sent someone from K&S to look at it and he said it was fine. December 2023 and January 2024 my electric bills were $393 and $647 respectively. I flew home to ******** on New years eve as my father had a stroke and eventually succumbed due to the illness and returned to ****** Jan 26th 2024. I was only home 4 days of my electric bill cycle and the bill was $647. I had TVEC check my meter to make sure this wasn't an error as the only thing running was my HVAC system since the home was vacant. I discovered on 2/16 that two switches were turned off and caused the unit to continuously run causing the much higher bill. My March bill was $411 as well. I have spent almost $1500 on electricity bills in three months due to someone not doing their job on the heels of losing my dad and having to pay for his memorial service. I have called 3-4 times a week with no call back and asked to speak to the owner to resolve the issue. They have not tried to reach out to me nor do i think they will help me so be careful when doing business with them. They will not stand behind their work and have said they will not help me with this bill.

  Business Response

  Date: 04/18/2024

  I have attached the service invoices for this residence for the 2 warranty visits we performed.  We found no issues with the **** equipment on our first visit and upon the second we discovered a switch turned off in the attic.  We do have record of turning it off and our technician stated that it could have been accidentally switched off by anyone.  There is no proof of how long the switch was turned off, or by whom, but in an effort to acknowledge the frustration this has caused our customer we are willing to refund $200 to put towards her high electric bill.  We also send our deepest condolences on the loss of her father.

  Customer Answer

  Date: 04/26/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/17/2023

  Type:Product 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.

  In 2017 my home HOA referred me to K&S for ** issues. I was advised K&S would honor our 10yr manufacturer homeowner warranty. They fixed the ** through the warranty company n 2017. I was informed of their annual maintenance program and have paid annually for this service since that time. They came for spring service 6/6/23. **** reported Freon low and asked if I had experienced any issues. I stated we had not so he said it maybe due to him connecting his equip. He advised to have it checked in a month again. I called K&S 6/7/23 to get a better understanding of if the ** had an issue or not and to request a report of our service history. Our house was cooling fine I wanted to be proactive. After several calls with supervisors not calling back w info request a mgr ******** sent a Sr **** 7/11/23. He stated the upstairs evap coil was leaking, ***** was critically low in both units, and ***** needed to be filled that day prior to replacement despite that my asking did that make sense because could leak out. Paid $610.47 for Freon. Called ******** same day about warranty was told he left for vacation now. Talk to **** he quoted 2K to replace coils and accessories for both units. Warranty only covered coil. In discussion **** disclosed any company can honor warranty, informing me I was not required to use them as I thought I was. House remained cool 7/11/23. AHS service request placed since not required to use K&S. Evening of 7/12/23 d/s unit stayed on hrs but was not cooling. ** tripping on/off. Home temp range from *****. Reported to K&S staff that answered call 7/13/23 with no return call. I was told Sr ***** and supervisors not available and she would have them call me. No call received to date. AHS ****s came 7/14/23 reported ** was overcharged with too much Freon so pressure over 400 degrees causing the system to trip and shut off. The home would not cool from 7/12-7/14/23. Would like a refund for $610.47 for Freon.

  Business Response

  Date: 07/19/2023

  After reviewing the customers history and specific details of these services I did find where we have pictures of the equipment readings before we charged the units with freon and after.  The pictures do indicate that both units were extremely low on freon, and after adding freon all the readings were within normal range. However, we do greatly appreciate the many years this customer has used our services, so we have refunded the customer $610.47 to the **** credit card she originally paid with.  The credit should be fully processed into the account within 48 hours.  

• Initial Complaint

  Date:11/30/2022

  Type:Product 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.

  I was scheduled for A/C service for November 9, 2022 with K&S Heating and Air. I received a text message after the 4 hour window time had past. The message stated the the tech was running late and will contact me when he was in route. Around 8:30 PM, I received another text stating due to the amount of emergencies, I would have to reschedule. I called K&S to reschedule the service and I was treated as if I missed the appoint and they tried to reschedule me for December. After complaining, I was told a tech will come out Saturday and I would be contacted by him. This never happened. November 28, 2022, I called and asked to speak with manager. I was told he was on a call at that time and he would call me back at the number I provided. I never received a call back form the manager. I received a call later that day trying reschedule me service by K&S. I asked to speak to a manager and was told he was not in office. At this time I didn't want to take the chance of losing total of 12 hours of waiting on service and no one to show, so I asked for a refund of my maintenance contract. I have still have not talked with a manager about.

  Business Response

  Date: 03/21/2023

  We spoke with this homeowner and resolved this issue. They remain our customer and services requested have been performed already.

  Customer Answer

  Date: 03/22/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I filed this complaint in November 2022 with the BBB and K&S made me go the entire winter without servicing my AC. They ignored my complaint for 4 months and didn't respond to my BBB complaint until now. I am only with this company because my unit has a 10 year warranty by them. I can't put my trust in this company. BBB allowed them 4 months to respond. I think the BBB is bias.
  See Attachment/File: Screenshot_20230322_071721_Chrome.jpg

  Customer Answer

  Date: 03/23/2023

  I am starting to think that BBB is bias. Why did you wait so long to contact me? The company just responded 3 and a half weeks ago. Around 3 months after my initial filing a complaint with you. I am not satisfied with this company's solution. They gave me a year supply of filters and stated I would receive my next maintenance free of charge. Of course, I don't have proof they will honor this. I had already paid for this service in advance and they missed the entire winter service without returning my phone calls nor doing the maintenance. I never received my refund, I had asked for. K&S is not a good company to deal with. But I a certain, you will protect them. Like most, your intentions starts out as good.