K & S Heating and Air Conditioning

The only reason we needed the new HVAC system was due to our AC needing some expensive parts and the new AC units wouldn't pair up to our old furnace. Since we care for my sick mother in-law who has Stage 4 COPD and needs the AC on from spring to Fall. She is a patient at the Mayo Clinic in Rochester MN and has many raspatory issues. We started by filing out a form at Costco that we were interested in a quote. I ended up getting a Sales guy named Richard McCain. He was very cocky and sure put on a good show over promising and made everything seem like a Sweet deal. Keep in mind I also worked with Mason at Tonna Mechanical who was outstanding and never over promised and was great to work with. I made a fatal error choosing K&S Heating and Cooling based on the Lennox system being the 2nd best option based on all my research (Carrier was my #1 choice which was offered through Tonna Mechanical). I selected K&S Heating and Cooling in Rochester MN due to the relationship with Costco. Costco offers their members discounts and extra warranties and stand behind the overall customer experience. The quoting process went smoothly and after tons of questions before agreeing to make the $15,000 purchase of the Lennox Elite Series 110,000 BTU Variable (98% eff.) furnace and a 4ton (19 seer) Air Conditioning unit to heat and cool our 5300 sq ft home. Richard McCain even came a second time to ensure his quote was exact and there wouldn't be anything else we needed for the new HVAC system to run. Out of all the information/options Richard McCain from K&S gave us, everything thing we had been promised was the purchase was going through Costco. After many emails and phone calls we selected the to finance the HVAC system the way Richard at K&S suggested as our best option and ensured the sale was through Costco. Installation day came and K&S Heating and Air in Rochester MN did show up on time. I gave the specific instructions to leave all the old HVAC systems parts and components including Thermostats on a tarp I spread out for them. Instead of K&S just throwing the old away we had a family from our church that was down on their luck have a need for an HVAC system. So we gave them all the parts and components (Furnace still worked great but the AC needed some parts to run). Of Course the old thermostats the install guys pocketed and failed to leave them behind as instructed. Keep in mind these thermostats were not even two months old and were $70 each. Our HVAC system was installed and wasn't running right to find out Richard forgot to include a air intake that costed us another $500 that wasn't in the original and final numbers. After the HVAC system was installed my mother in-law wanted to have our ducts cleaned to insure her raspatory health a fighting chance. My mother in-law who has a CDCS grant as she qualifies for due to her health. My mother in-law used some of the grant money to pay for the duct cleaning at our house since we care for her there. K&S Heating and Air showed up with a broken machine (had duct tape holding it together) then the K&S duct cleaning guy insisted that my father in-law help him lift his machine around our house and up and down our stairs. My father in-law has bad knees (has knee surgery next month) so regardless of his knee pain continued to help lug this machine around so his wife can breath better. Of course in the process of duct cleaning the machine breaks open blowing dust everywhere in our house. They submitted the invoice to be paid and received funds from the grant for their services. A few days later my father in-law said they didn't clean at least 15 vents due to wires in the way. So I looked at the invoice and of course they charged for every vent in the house including the ones they couldn't clean. So out of the 60 vents they couldn't clean 15 vents at $15 each vent. They fraudulently knowingly charged and took advantage of my mother in-laws grant and a vulnerable adult. Committing Fraud and theft of State funds that has been reported. Richard had asked me several times to make sure to review my experiences "because big ticket customers like you is the ones we want" that is Richards exact words. So I reviewed in honesty on Google as I have here and I will on other review sites. In the end I raised these concerns to Richard McCain the sales rep from K&S Heating and Cooling in Rochester MN and the concern our HVAC system never was ran through Costco like Richard McCain had promised costing us money and warranties. Richard McCain from K&S fired us as customers and admitting to having our old thermostats (had them for 3-4 months) denied to Costco their install crew had even taken them (they tried to steal them and thought no one would miss them). Here is his terrible response to the issue, Matt,I wanted to touch base with you after dropping off the thermostats. I take full responsibility for the thermostats not being delivered to you. For that I am extremely sorry. The inconvenience this caused you is unforgivable. For the rest of your complaints and issues- I’ve attached a screenshot of one of the final emails to you, from me. This shows that I informed you via phone and confirmed by email that the financing would negate Costco and it’s rebates. Now, Costco will not give you anything because you chose not to run the job through Costco. Also, K&S won’t give you anymore money off because I already gave you a killer deal. Did you not understand? Because it is very clear in this email. I could not have been more clear. And yet, you decided to drag my name through the dirt for a couple hundred dollars and call me a liar. Maybe you didn’t understand, I can see that happening. I know I asked you to reach out to me if you need anything in the future. However, please don’t. If you feel the need to contact the office, go ahead, but refrain from asking for my assistance. If you feel the need to remove your heinous google review—please do. If not, that’s fine too. I really appreciate your feedback and will certainly adjust my “cocky” attitude and hopefully learn about furnaces and ac’s so that I can provide a meal or two for my 3 children. Richard McCain Project Manager I called spoke to the Head shop Manager at K&S to try to resolve these issues as well I was swore at several times. They kept repeating "what do you want from us" over and over. I stated I just want this made right. I am not seeking money. I want what your sales man promised to be delivered. I want our HVAC purchase ran through Costco as it was supposed to be. I asked about the customer satisfaction and the manager laughed at me stating "You bought the system and own it. We don't owe you **** nor do we have to service it or stand behind it". To find out the K&S rep who works the booth at Costco got screwed out of his commission and K&S is ok with screwing their own employees and wont back their own employees. So the main reason for my review is to express our dissatisfaction with K&S Heating and Air and make sure other consumers avoid K&S Heating and Air at all costs. This review is based on actual events and my statements, words and comments are of my own opinion. I was advised by several people to not use K&S Heating and Cooling but I selected to do so because Costco was supposed to be involved. If you are a residential or commercial customer please think twice on using K&S as if they are willing to screw over a customer paying $15,000 think of what you have at stake! If you are looking to hire Richard McCain to work and represent your company I would think twice as he clearly doesn't know how to handle customers or do his current job. Again solely based on my experiences and opinions and the facts.

1) Annual service on air conditioner and furnace. This went smoothly and easily. People sent were punctual and polite. 2) Replacement of ceiling exhaust fans in 2 bathrooms. K&S originally sent out electricians (who could not do the duct work part). From the phone conversation, K&S thought was needed replacement for ceiling fans in 2 of our bathrooms (the kind of ceiling fans with with flat, spinning blades), as opposed to the replacement of exhaust fans in the bathroom ceilings. The initial electricians who came to the home were very apologetic and helped to arrange for the correct K&S individuals to come out on a different day. The change in day was an inconvenience, but the final service was well done when the 2nd group was sent out later to do the work. I wish I would not have needed to be waiting at home on the 2nd attempt, but the individuals were polite, professional, pleasant, etc. 3) Replaement of water heater. The K&S water heater individual came out to the home and gave helpful advice in choosing a size, type and model of water heater. I felt comfortable with the choice of water heater and with K&S proceeding with the service. (His rough guess was $1000 for heater but he did not have exact pricing). He was then going to email me exact prices by 1 pm that afternoon (for the water heater plus labor cost of installing it and removing the old one) so that we could officially proceed. I never ended up hearing back from him. Over the next 2-3 weeks, I called K&S a number of times re: pricing and planning for next steps, leaving 3 messages on this specific individual's identified voice mail (I had his card). I also left 2 messages with the K&S general number itself -- one of which supposedly resulted in an email to the individual with his supervisor CC'd. Before thelack of communication and response, I had been comfortable enough to proceed with K&S for water heater replacement without getting any extra bids, very happy to not need to miss more time away from work in order to be home for other companies to come. I also liked the idea of having multiple services all centralized to and coordinated by one company. Another 2 more weeks have now passed. A competitor will now be coming out to our home in less than an hour. It was one thing to misunderstand what type of fan might be located in someone's bathroom and to then send the wrong types of service people out. Who knows, maybe I phrased things in a funny way over the phone. However, it was really the lack of communication over the water heater that has changed which company we will reach out to for heating, AC, plumbing and/or electrical service needs in the future. Feel free to share this review with K&S. If helpful to them, I would be willing to talk more with them

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K&S sent a technician the same day with no extra charge and the technician stayed until the central heating worked again. He replaced the igniter and the circuit board. It was pricey (approx. $550) but he also could have charged more, considering a family cannot live without heat in MN. The technician was polite and hard working. Overall, it was a positive experience and I will keep K&S in mind for future needs.

Everything went splendid with K&S, and without them, I may still be without heat (in Minnesota, in March). Brian spent way more time than he should have had to, dealing with a lazy home warranty company, and ensuring that I knew that they were trying to give me a cheap replacement for the first rate unit that was there. He took the time to school me on what to tell them, so I didn't sound like the ignorant homeowner that I was . I now have a super efficient brand new Lennox furnace in my home, thanks to K&S heating. I was so impressed with their service, I applied to work there.

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Replacement was done; project manager was supposed to be on site for the work - never showed; damage to walls was not fixed (although promised to be fixed); no follow-up on how things went

It took 3 calls to get the answering service to answer on a Saturday morning. The tech called and was out here in 11/2 hours. He was new but did a good job w/ the repair. Didn't know if it was under warranty however and had to call someone to get the price to charge me. I was not happy w/ the price for 1 hour worth the work. Got the run around (told I would be called back) (Quoted different prices) for about a week and a half. Service tech was great! My issue was with corporate. Terrible communication and response.

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One year into a two year contract (2 out of 4 maintenance calls), K&S missed both appointments. One time is acceptable with a reschedule but twice is not. Not only did they miss the appointments with a two hour window, they did not call. After I called and talked to the officer manager, I was told that they made a mistake and just got busy. While, it is understandable, that they got busy during a cold spell, it is not acceptable for a simple phone call not to have been made. Certainly, other firms will value my business more than this organization.

Went well, they rearranged their schedule to fit us in.

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It was fine. They did what they needed to do. It was okay. I have no complaints. They were fine.

It when good

I thought the burner was going out in the furnace as there was a hot, burning smell in the basement. They sent someone out right away and checked it to reassure me that the furnace was running properly. Even thought it was later in the afternoon when I called, they sent someone that day.

Very well - service was prompt, technician answered all questions and was helpful.

The sales person from Kand S was very informative in explaining the various options and very patient answering all of my questions without any of the dreaded pushiness.
I had bids from 4 different companies, narrowed it down to two brands (Carrier and Lennox). Both brands were comparable in pricing and features. It came down to timing. I wanted to have this work done before mid-August and the manufacture rebates for Carrier weren't going to be available until mi-September where as the Lennox were currently available. I am very happy with the decision to go with Kand S and Lennox.
The full crew arrived promptly at 7:30 on installation day, very professional, friendly and courteous. They covered the floors from the doors to the utility room with tarps to protect the carpet and cleaned up after themselves. They also took the time to go over all the controls and maintenance items (filters, etc), set up the wireless thermostat and gave a tutorial on how to use it.
They completed the work as promised and within the estimated time.

Very professional crew, careful and considerate. We were very happy to get the work done.

I don't wanna go with them,they were kinda rude when I discussed the quotes compared to other companies, they weren't very nice, They could have been more professional. They kept their appointment and they took enough time, they were on time except how they handle competitive pricing sound unprofessional.

When they came out and did the bid the bid was right on. There were no hidden surprise costs or fees. So that was great because it was bottom line pricing. What they bid for the job is what it costs.