ComplaintsforKellermeier Plumbing & Heating, Inc.

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Consumer states she purchased a Honeywell DR65 dehumidifier with duct work from the company on 10/17/2019 for $1459.00. The unit has a 5 year warranty. Consumer called company for service and they did not resolve the issue. Consumer called another business recommended by Honeywell, the issue remains on repaired. Consumer paid two service fees.

  Customer response

  06/05/2023

  [BBB Transcription via Mail]

  I am writing to request a written document outlining, in detail, the installation configuration, all parts ect, for the Stand-A-Lone, Whole Home Dehumidifier that *********** installed in my home 2019. I would also like a diagram drawing the provides complete specs and installation protocol that was used, especially where the condensate line was tapped into the existing AC unit components. 

  I need this to aid in trouble shooting problems with the unit and hold informed, intelligent conversations with companies I hire to make repairs. Thank you in advance for you prompt attention. 

  Business response

  06/05/2023

  Customer purchased Honeywell dehumidifier from us and it was installed on 12/13/2019.  Unit has a 5 year parts warranty from manufactures defect and we provide a 1 year labor warranty.  We received a phone call on 9/10/2022 stating that the unit was not shutting off or bringing the humidity down to the set point.  We sent a tech out on 9/28/2022 and looked at the unit.  Our tech found that the condensation drain line going from the unit to the condensation pump was plugged not allowing condensation to drain.  He cleaned the line and tested operation.  He was able to test operation from the humidistat on the wall by raising and lowering the set point, while doing so the unit was cycling on and off correctly.  Also, when the unit was operating he tested amp draw of the compressor and it was in operation spec.  We charded the customer our diagnostic fee only.  We recided a phone call back later that afternoon stating the unit was not shutting off again and requested a tech come back out.  We booked another service call at no charge, but customer called manufacture an elected to have a different HVAC company out to look at it, canceling our service call.  I have recived a copy of the service invoice from other company and it states "upon arivial found the overide knob was off.  We turned it on, also ran 3 liters of water though the condensate pump to confirm it was working properly and which it did so.  Before we was getting a reading of 72, after it dropped to 61".  This service call was done on 10/13/22 and confirmed system was operating at that time.  We did not hear anything else from the customer until we received a certified letter on 1/12/23 stating the system was not operating.  I called customer and offered many time to send a tech out and wave tech diagnostic fee, but we would need to wait until the humidity was higher (April or May).  She said that she had the oter company coming out in April as they told her the same thing that we would need to wait until we had higher humidity to test the system.  During this phone conversation, she kept saying that we are not willing to help her and we are turning our back on her.  I reiterated to her that we are willing to send a tech out without the diagnostic fee, but she kept refusing my offer.  She said she wanted the other company to come out.  Our conversation went on for 1 hr. and 4 mins and it went round and round in the same circle.  I ended our conversation when she said that "I don't know if you are talking to me like you are because I'm a woman, because if I was a man you would not be talking to me like this"  I have the conversation recorded and have replayed it several time.  I am not going to be called sexest, because that cannot be farther from the truth.  We offered multiple time to send out a tech and wave the diagnostic fee and she kept going in circles and would not allow us to schedule it.  System is still under manufacture parts warranty but the labor warranty has been expired since 12/13/2020.  

  Customer response

  07/06/2023

  [BBB Transcription via Mail]

  I am writing to request that the complaint against *********** Plumbing and Heating, Inc. be re-opened. I reject their reply and listed several reasons below. Some things were omitted and others are not accurate. 
  Additionally I sent *********** a letter over two weeks ago requesting they provide a written description of how the dehumidifier and associated items are installed, how it operates, drains etc, what is the configuration,along with all specs. I have not received a reply. I cannot discuss this intelligently with other contractors without this information. 
  I am also requesting that either *********** or Honeywell/Resideo reimburse me for any/all labor fees, etc. associated with replacing the unit and getting it operational. As you can see from the enclosures, the unit is not making water, (in fact,may never had made water. I never heard the pump come on and when I asked ************* technician why, he told me because the pump is new) and there is a leak in the evaporator coil. 
  It is urgent that this be taken care of as soon as possible because I am running high humidity levels over 60% when the AC isn't running which is causing paint to peel. 
  Thank you for your assistance. 
  
  

  
  

  Business response

  07/06/2023

  We have expained how the system is installed, we have expalined the warranty and we offered to send a tech out to look at it.  I am not sure how much more we can offer?  She rejected having our tech come out and now untill she had a defferent company come out.  She has became hostile to me on the phone and has started making serious false accusations about my character.  System opperated correctly and she was satisfired with its opperation for the first 2 years and 10 months, before we recived a phone call stating it stopped opperating.  Unfortunately, i'm not sure what more we can do as has rejected letting our tech come out and after remakes she made to me (I have it recorded) I do not feel comfortable putting our teammembers in that same situation.

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