Kellam Mechanical Inc.

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It is our pleasure to respond promptly and professionally. Thank you for sharing your positive experience. We look forward to meeting your future heating, air conditioning and electrical needs. Sarah Kellam

It is very concerning when we are faced with accusations like this that are so egregiously far off from our customer service standards. I have done research specific to this complaint and want to share the following. We were originally called to this business on 4/10/13 to find one unit with a failed compressor and recommended replacement due to the age of the system and the cost of repair. The other unit was a frozen solid block of ice due to an extremely dirty air filter that gravely restricted airflow. We removed the dirty air filter and advised the owner that it would take some time for the unit to thaw and we would need to return to complete the diagnostic to determine the appropriate repair recommendation. Our dispatcher called twice over the next two days to schedule the return visit during business hours, leaving messages on the contact number provided, but received no return call. A week later on 4/16/13 at 6:19p.m., according to our recorded messaging service, we received a call complaining of the system not cooling accompanied with the claim that we repaired it the prior week. Our on call tech called the client back who also told our tech that we repaired it a week earlier and expressed that she expected no charge for the service visit. He explained that the first visit did not result in repair due to the ice block as previously communicated by the original responding tech. He also explained that he was currently working in Norfolk at another service call (clearly indicating that he was not lazy) and could be there within a couple of hours, but needed to consult with me, Adam, the service manager about the fee. Being familiar with the two previous attempts to connect with this owner the previous week to schedule the return during business hours to proactively repair the system to avoid an emergency situation, I instructed our tech to offer two options. Arrive that evening for an after-hours diagnostic fee or schedule the next morning at no extra charge. Since the client indicated she would not pay, our tech informed her that we would not dispatch to the property. We felt justified offering these two options due to our efforts to take care of this proactively in the days immediately following the original service call. I followed up with a phone call, leaving a message with no return call. After viewing this review, I even visited the establishment twice in the evenings to attempt a resolution, however the bar was closed. Adam, Service Manager

Kellam Mechanical technicians perform a 25 point inspection list for each maintenance. We have high standards for the technicians to follow, dedicating 1-2 hours per system for a thorough performance. We employee NATE certified technicians and we support their continuing education. We expect our technicians to wear shoe covers in the home and clean up behind them to demonstrate respect to our client's homes. As we grow, we appreciate our clients informing us if and when our staff does not perform to those high standards so we have the opportunity to improve because we do have pride producing quality workmanship.