KENSINGTON COOLING & HEATING

Description of Work: I purchased a Bradford White 50 gallon hot water heater from Kensington Cooling & Heating Company back on 8/28/03. This unit suddenly stopped working on Monday, May 7, 2012. I was very disappointed with the unprofessionalism I observed when I called on Tuesday a.m. May 8th in an attempt to get the unit serviced. I was told I would have to wait at least two days since I didn't have a contract. The person with whom I spoke, Vicky, was not at all helpful and essentially chided me for not having had the unit serviced before. The excellent company with whom I eventually dealt to have the unit replaced told me that the problem causing the breakdown would not have been eliminated through "servicing". Kensington Cooling & Heating showed total indifference and failed to stand behind a product they had originally sold me. The hot water heater itself was a big disappointment given that it didn't even last nine years. This is poor longevity, in my opinion, as I had expected it to last around 12 years. I also spoke with the owner of the company that same morning who unfortunately was just as unhelpful as the person listed above - telling me that my having no hot water wasn't enough of an "emergency" to warrant service that day.

Description of Work: The tech from the company came out and was rude and did not seem like he wanted to help with the situation. He went up on the roof and came down and said that the compressor needs to be replaced. He then looked at the thermostat claiming that a wire was broken in the thermostat. I called and had another service provider come out and give a second opinion. He went up to the roof and came down rather quickly and said that all of the wires to the unit had been cut and it was going to be hard to check the unit. He did successfully connect the wiring and found that the unit needs to be replaced.I never even heard from anyone at Kensington in order to schedule the replacement. It was like they didn't care about me as a customer.I called Kensington and spoke to someone in the office, expressing my displeasure and asked that my service contract be cancelled and that I get a full refund of the $190.00 that I paid. She said that she would have the service manager contact me about my issues. As of the writing of this complaint, I have not heard from anyone from this company, two days after I called Work done at 9 Dodge Street, Rockville, MD 20852