Complaints

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They showed up. Diagnosed a bad thermostat and burned up a transformer in the process. We paid $300 for a new transformer $90 for the diagnosis, and the ** still doesn't work. Now management won't return any calls and didn't even provide a receipt. NOT RECOMMENDED!

  

  Business response

  11/26/2024

  We have already resolved the issues with the customer.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Summary: I have experienced repeated failures of a wine cooling system installed by RJ Kielty under warranty, causing financial loss and inconvenience. Despite multiple attempts to resolve the issue, I received no callbacks or emails and was recently billed $4,267 for replacing a non functional unit.Dear Better Business Bureau,My name is Dr. ************************ residing at ************************************** I am filing a complaint regarding RJ Kielty, contracted to install a climate control system in my wine room.Since moving in at the end of February 2021, the wine cooling system installed by RJ Kielty failed within the first month. By March 2021, we needed service for a leaking wine cooler (Claim 0001). RJ Kielty has been summoned 27 times, but the issue persists. The continuous leaking caused water damage and ruined valuable wine worth thousands of dollars.Attached are photos and videos of the non-functioning unit and evidence of our claim filed within less than 30 days of the wine room not working. The constant house calls for repairs have caused significant personal inconvenience. My wife and I had to rearrange our schedules to accommodate the technicians, clean dirty handprints off our wine room walls, and reorganize soaked bottles.RJ Kielty took the original faulty wine unit, which was under new home warranty, and replaced it. However, they are now charging me $4,267 and placed a lien on my home for the replacement, even though the original unit was faulty. This demand contradicts the verbal assurances given by RJ Kieltys representative, that no charges would be levied.I request that the charges and the lien on my property be dropped as the non-functional unit was their responsibility Despite multiple attempts to resolve this issue, I have received no callbacks or emails from RJ Kielty. All attempts to contact them have resulted in voicemail responses for months, preventing any resolution.Thank you for your attention to this matter.Sincerely,Dr. ***********************

  

  Business response

  07/30/2024

  we have been in contact with customer. Customer home is outside the 1 year warranty with RJK.

  There builder has filed chapter 11.

  we are working with customer to try and help them out with part of there ****.

• Initial Complaint

  10/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Sunday, 10/23/22, I discovered our water back flow preventer had a significant leak. I shut the water main off to the house and called RJ Kielty. That afternoon their technician (****) arrived. He took one look at it and said he did not have the part on his truck but could come back in the morning to replace it. I asked if it could be bypassed until it could be repaired and he said no, the water would have to remain off overnight. I then asked how much that part would cost, and he looked on his i-pad and said $1,250! When I told him that must be a mistake he looked again and agreed, seeing prices much less. He then said he could call me by 7:00am with the exact part price but until then could not provide a temporary fix so water had to remain off to the house. He charged me $89 for the service call but said it would be applied to the final cost of all work tomorrow.When I did not receive a call by 8:30 am Monday, I called their office. The receptionist told me that the Bill was in a meeting. I left my cell number again and asked for a return call explaining that we needed to restore water to the house. Bottom line is nobody ever called my wife or I back, and I had to eventually call another plumber that evening. Having not been afforded the opportunity to apply the service fee to the repair, I think I should be refunded. Tuesday, I called twice more, each time having to leave voice mails for two different managers. Never received the courtesy of a call back! This technician spent 5 minutes at the house, grossly exaggerated the price of the parts until challenged, then never called back. Worst of all is RJ Kielty management doesn't seem to care.I should be refunded my $89.

  

  Business response

  10/27/2022

  Dear ********************,

  Please accept our sincere apologies, we agree that the $89.00 should be refunded back to you and we have gone ahead and done that already.  We are always upset to learn of situations with outcomes like this, however, it does give us an opportunity for training and continuing education for our plumbers and technicians, we are always looking for ways to grow and be the best choice for your plumbing and HVAC needs.  

  Please accept our apology and feel free to call our Service Manager directly at *******************, with any further concerns.  We appreciate your honesty and feedback and hope we are able to earn your trust again. 

  Thank you,

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

  Service Manager

   

  Customer response

  11/06/2022

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

• Initial Complaint

  09/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was hit with charge much higher than was told initially. Plumbing repair - 09/12/2022.We were informed by the front desk of the initial charge of $89. The technician estimated the work on site for $75. No additional charges were brought to our attention later. They drilled out the hole in the wall and connected new hose bib to the existing pipes. It took 50 minutes. After that I was presented with signature screens on Techs phone to sign. When I asked what it was for, the Tech said it was just the formal acceptance of the work and promised to email me the receipt. I trusted them and signed without checking the details.My card was charged for $753.88.It looked like the typing error and I proceeded to resolve it with ****Kielty.09/13/2022: made numerous calls trying to reach Plumbing dep, left voice message and notes, no reply. 09/14/2022: I was able to reach Accounting dep and after that to finally speak with Plumbing dep. As I was told it appeared *** signed an estimate for that HUGE amount. I truly believed it was just the typing error. I was not even presented with the estimate. All I had before I agreed to proceed with the work was verbal estimate of $89 from the office and $75 from the technician. By the way, I still did not receive my receipt or any document confirming performed work and yes, Ive checked my spam folder. The plumbing representative proposed to lower the charge to $500.For reference: other plumbing companies estimated the total charge for this type of work in the range $200-$300. It included opening up the wall, connecting new hose bib to the existing pipes and patching the hole back with cement. In our case patching the hole was not included in the job scope.****Kielty claims to give an exceptional customer service and offer 100% satisfaction. I really hope the company will stand behind its name and resolve the issue in a professional manner and there will not be need for resorting to disputing charge and contacting News channels.

  

  Business response

  10/06/2022

  Dear *********************,

  We are so sorry to hear of your dissatisfaction with our plumbing services. We pride ourselves on 49 years of excellent service and quality. After review of your account and the job performed on September 12, 2022, we see that our Service Manager offered a $253.88 discount which was declined by the customer . Our plumbers and technicians are given extensive training and education and their managers are always available to discuss on any discrepancies or questions a customer might have with an estimate. If the customer does not alert us to that before the work is being performed and has signed the estimate, our plumbers, would not have any reason to know if the customer was unhappy with any part of the service.

  If you would like to provide us with any additional estimates you may have gotten for that specific job we will be happy to look at it, however, we feel that our offer of the $253.88 discount that would make the total of invoice #********, $500.00, is a fair resolution.

  If you need additional information or a copy of your invoice, you can log into your customer portal or call ************ and we will happily provide you with anything you need. Thank you for sharing your experience with us, it is important for us to know about our customers dissatisfaction so that we can continue to train and educate our plumbers and technicians for a possible different outcome in a similar situation. 

  ~***************************

  Service Manager

  Customer response

  10/18/2022

  Dear Better Business Bureau:
  

  After receiving response from *************************** that I should have discussed any discrepancies and concerns with the estimate before the work was being performed, the issue was raised to Mr. ******************** notifying him of the current status of this complaint pointing that: "The estimate document was not presented to me at all. So, I had nothing to discuss or have questions about. Verbal agreement had been made before the work was started. The details of verbal agreement were outlined in the complaint."

  Later, ************************ contacted me offering to lower the price to $400, return of $353.88 was made on 10/12/2022. Only then, a month later, I received an invoice document and was able to see the details of overpriced tasks listing. 
  The complaint # ******** can be considered resolved. Thank you, Better Business Bureau, for your help.
  
  Sincerely,
  *******************************

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 27, 2022, I contacted RJ. Kielty Plumbing, Heating and Cooling **** to check my ** for the second time as the ** had stopped working the night before. My house is new construction (recently built), and **** Kielty, was the company that supplied and installed the Air Condition unit during the construction. The technician arrived, and after checking the unit, he informed me that a block of ice was in the outside unit, and upon opening the unit in my garage, ice was noted on what he told me was the coil. The technician checked to confirm accurate electric power supply to the ** unit. He then reported that the blower motor was defective/not working, resulting in my air conditioner not working. The technician advised me that the motor would need to be replaced. I was astonished by his findings because 1. my home is new and 2. RJ. Kielty took my original motor unnecessarily in 2021 a year after I moved into my home due to a false diagnosis, nothing was wrong with the original motor. Now the once they installed have failed. I informed the technician that the company changed the motor a little over a year ago, and he told me there was no record in the system of the previous motor change, which I found to be very strange that that transaction was not documented. I need the ** so I had no choice, I paid $507.68 to replace their motor. I called the office to query the matter further and relate my concern as my original motor was removed unnecessarily, I was told to contact the manufacturer. From my own research, I have learned that motors last **** years; **** Kielty weekend staff could not address my concerns, and neither did the staff on Monday 8/29/22. My new ** now has an aftermarket motor, and since the recent motor change, I have been smelling an unusual burn odor coming from the **, a new problem! I now questioned RJ Kielty's integrity. I called the ** manufacturer 'Lennox,' and in the discussion the rep confirmed that the motors last **** yrs. I need resolve

  

  Business response

  10/06/2022

  This response was taken verbally by BBB:

   

  We put in a new OEM part and refunded the customer 50%. The customer should be satisfied.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  RJ Kielty replaced my AC duct work in January 2022. As summer arrived I noticed my house, the master bedroom in particular, was not cooling properly. A tech came out in July and indicated there may be an issue with how the ductwork was installed. I contacted the rep who handled the original installation and was told they were not doing any attic work until after September 1 due to the heat. I bought a portable AC unit and made do. On August 17 I texted my rep so we could start discussing some potential resolutions to my issues. Today is August 24 and he has not responded to my text or a voicemail. I also left a voicemail for his supervisor and got no reply. This is one of the worst examples of customer service I've ever experienced. I get the distinct impression once RJ Kielty has your money they are not really interested in standing behind their work and don't really seem interested in customer retention.

  

  Business response

  08/30/2022

  Consumer Response /* (2000, 6, 2022/08/30) */ I was eventually contacted by a supervisor at RJ Kielty. They were at my house on Monday 8/29. My AC issues have been satisfactorily resolved and as far as I'm concerned this matter is closed.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I recently purchased a home in ******* last September (2021). The home had 3 A/C units installed in January ********************************************************************************** the interval from when we moved in until today we have had to have the A/C units repaired no less the 6 times including complete rebuild of 2 of them. Now the parts are still under manufacturer warranty but each call we are having to write a check for $200-$900 for the service call an labor. Today, 8/2/22, one of the units failed again, this unit was rebuilt less than 1 month ago for the tune of $860 in labor in addition to the service call fee a few days before. They were here less than a week ago to repair one of the other units, at that time I asked the call center and tech to have the team lead/manager call me to discuss the frequency of failures. The A/C service company is now delayed responding to my service requests for scheduling nor have any of the managerial staff contacted me over the last 2 weeks

  

  Business response

  08/05/2022

  Contact Name and Title: *********************
  Contact Phone: **********
  Contact Email: ********************************************
  Dear ****************,
  
  Thank you for taking the time to detail the issues you are having with **** Kielty Plumbing, Heating and Cooling, **** We want to first extend our apology, when we are informed that a customer is unhappy, we are very disheartened as well. It is our goal to always deliver excellent service and when we don't hit that ***** it is important for us to know the details so that we can better educate our team for circumstances that *** occur in the future.
  
  We have reviewed the account and we are not able to locate an estimate or job that was in the amount of $860. Your account reflects numerous appointments for service of varying issues and units, however, we do not have record of a unit being rebuilt less than a month ago. Your account also reflects discounts given and the parts that were covered by the manufacturer warranty on the service and replacement coil from yesterday, 8/4/22.
  
  The job that has been requested to be finished as the desired outcome has been completed on 8/4/22.
  
  For almost 50 years, we have strived to serve our community and and our customers with the very best products, knowledge, experience, quality and service, these are the things we believe has brought us so much success and we are always appreciative of our customers feedback because it gives us the opportunity to grow for another 50 years!

  Customer response

  08/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  As of today, 8/8/22 the issue is unresolved, with an estimated completion date of 3 to 3.5 weeks. Throughout this entire process I have been contacted once by the managerial staff at the company. With respect to the timing of previous service calls I was mistaken in my original filing as I have had 6 service calls resulting in 8 appointments with them over the last 8 months. I have necessitated 3 previous evaporator coil (now 4) replacements (12/22, 5/4, 5/11, 8/4 - ongoing) and 2 thermostat replacements (6/8, 7/28) one of which was not replaced with a like thermostat. All for a system that was originally installed in January of 2020 by the same company. As the issue has yet to be definitively rectified as of today, 8/8/22, and solicitation through the BBB was the only means to ensure discourse with the company I do not accept this response by the business until the problem is resolved.

  Customer response

  08/30/2022

  The unit stopped working again due to a wire was not secured. The business was back out 2 weeks ago and fixed that issue but they still have not fixed evaporator coil, condenser coil or the motor (the motor issue happened due to the wire problem) as they keep saying waiting on parts. I hope to hear from them soon.

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was told my appointment window time would be today 5/18/2022 from 8am-12pm. At 8:37am we received a text saying the technician was on their way. I called dispatch at 9:10am outside of the property and asked for an ETA (estimated time of arrival). I was told by dispatch that the techs were actually on their way to pick up more parts for the project and it would be another 30mins before the techs got to the property. I asked why I was told they were on the way to the house, when they were in fact not on the way to the property but to a store. Despite being irritated on wasting gas, I decided to get breakfast somewhere close by and swing back by. I return and call dispatch at 9:45am to ask for another ETA. I was then told my techs had been rerouted to deal with an emergency. I asked why I had not been informed. She transferred me to a manager that said it could be an hour or two but someone would call me when they were on their way. 11:49am I call and ask to speak to a supervisor to inform them that my window of time for my techs was about to expire and asked where my techs were. I have taken off of work to be ready for this window. I was told it would be another 45mins before the emergency job is finished. I reminded her I am losing time time and money from work with every hour that passes and at this point I need to speak to someone who can compensate me for my losses. She transfers me to an office phone with no answer. I call back and she tells me he is out of the office (not sure why I was transferred to an office with no one in it). She proceeded to tell me she called him on his cell and the best they could offer me was 5% off my bill. 5% is an insult. She calls him again and reiterates the growing issue and how offended I am by the offer. I make $18 an hour and have missed 6 hours of work. and after speaking with someone else, after no answers for their mistakes, they cancelled my appoiment.

  

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/05/19) */ Dear Customer, We are disheartened to hear how unhappy you are with our company in regards to your plumbing appointment that was schedule May 18, 2022, 8am-12pm. It is very important for us to know when we have failed to provide excellent customer service because we use these opportunities in our continuing educational training with our team. It is a part of our process when an issue arises that we have a clear picture of what happened and one of the things we do to accomplish that, is to listen to the recorded phone calls, talk to the technicians and their managers and gather any pertinent information that may help get to a resolution. After reviewing the calls, we have determined that during the scheduled time of appointment between 8-12pm on May 18, 2022, multiple calls were made by our technician, customer service and the customer herself. She was informed that we had received a priority emergency call for a sight impaired customer that was experiencing a flooded house. We apologized for it being a longer and bigger job than her scheduled timeframe was, which led to your appointment being later than the original 8-12pm, we do feel however, that our due diligence was done, as the customer was notified of the emergency during her allotted appointment time and agreed to keep the scheduled appointment. The customer requested to speak with a manager, who then offered her 5% discount off of her final invoice and provided her with an update that the technician would be at her property within the hour, the customer refused the 5% discount, stating that she was not satisfied with that and stated that if this was not handled today she would not provide payment for the services. We advised her that we cannot perform any work if she is refusing to pay. At this time we still had the technician scheduled to be at the appointment as soon as he could get there. The customer called again at 1:18pm and we again apologized and informed her that he was still working on the emergency and that we are doing our best to get him to her. The customer was still unhappy with any of our attempts to resolve her frustration and became increasingly demanding and unprofessional. At this time, combining the refusal to pay and the disrespectful nature of the phone calls to our business, we made the decision to cancel the appointment. As a family owned and operated enterprise, we are committed to high ethical and moral standards in all facets of our operation, we strive to deliver our customers value through high-quality workmanship, affordable pricing, and exceptional customer service. It is because of our outstanding service to our community for over 49 years that we hope our customers will understand when a need arises to help another community member and we reserve the right to refuse service to those that do not align with our mission. We do not agree with the customers resolution as no fees were incurred due to the appointment being cancelled. Thank you. Sincerely, R.J. Kielty Plumbing, Heating and Cooling, Inc.

*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. ↩