Knochelmann Service Experts

They did okay on the first service but I was unable to get them to come out on the second service even after 3-4 tries. They did the furnace service in the fall of 2010 and were supposed to come out and do the air conditioning service this spring but they did not come. I am canceling my contract with them.

The service technician arrived on time to give the furnace an annual tune-up. I've had good results with this company servicing my furnace and air conditioner over the last 1-2 years. On this visit, however, soon after the technician began working on the furnace, another employee suddenly arrived. This second employee said that the heat exchanger was cracked and that I should consider replacing the furnace. He suggested I replace the air conditioner too, and proposed I buy a top-of-the-line $15,000 system. I felt like I was being worked over by a salesman. Before making a decision to replace a furnace that was only eight years old, I had another company look at the furnace. The technician from the second company gave the heat exchanger a thorough inspection (I watched him do it.) He found it to be in good condition and free of cracks. Thank goodness I sought out a second opinion. It appears that the person from Service Experts was trying to talk me into replacing a furnace that was in perfect working order!

I have used this company for many years. They have charm down! Always courteous, congenial, on time, personable, well spoken, never surly. They always explain what they are doing and why. They always appear to be very knowledgable. They always clean up after themselves. I always liked them, but in the last few years they have started to make mistakes. Here is what happened this time. I called them because several of our faucets are leaking, but there was a brand new leak in the shower that was bad and had appeared all at once after I took a shower. The serviceman decided that the cartridge needed to be replaced to stop the leak. He was also very kind to cut off a broken toilet seat mount that had a stripped bolt. He told me that two other faucets that were leaking were not reparable and would have to be replaced. The shower leak stopped...until I took a shower the next morning, when it started up again. I called the company and they sent someone out the same day. This second service man took the assembly apart and found that the reason for the leak was not the cartridge at all, but rather a piece of plastic that had gotten wedged against the hot water port. He worked to dislodge it, but couldn't. He was able to push it out of the way, but said that if it moved and caused the problem again, I would have to pay for them to work on it. (Never mind that I already paid $360 to have the leak fixed the first time.) The second serviceman also told me that not only was one of the faucets reparable, but it was still under warranty and he could do it. He explained that I was having trouble with all my faucets because my water pressure was way higher (85 lbs) than what most faucets are rated for (70 lbs), that the stray plastic in my shower assembly was probably from my water heater and that I should replace the water heater. He gave me quotes for fixing the kitchen faucet, replacing the bathroom faucet and having a new water heater installed. (I declined a quote on the pressure regulator, since it is too expensive.) The estimates are all way above my budget, so I may try to call another company to do the work. After the second serviceman left, I noticed that the main turn off valve to the house was leaking all over the basement. (The two servicemen and I had been turning the water on and off. The first one had said there was a trick to keeping it from leaking...something about back pressure.) I was unable to get it to stop leaking, but am reluctant to call this company back for fear they will misdiagnose the problem and make me pay for work that doesn't fix it. Once again, they are lovely people, but I can't afford to pay just for niceness.

Called to have our air conditioning unit services because we had a 89.00 coupon. Repairman talked my son into 180.00 service contract. The unit was brand new (one year old). Still trying to get my money back as I cancelled the contract--no money yet. Will not do business with them again.

They do an excellent job. The previous furnace cost a lot of money. That was our only complain. That furnace was taken out and this furnace has more guarantee and we don’t have any problem. They are responsive. They are quick and polite. They were timely. They clean up very well when they do their job. They were excellent. Their service last time was also excellent but the product kept breaking down. I would recommend them because of the redesigning of the product. I would use them in the future.

It went great we have no complaints. They are very professional, courteous, and efficient.

I selected this company back when they were Knochelmann's, a family business. I have a bias toward family businesses, because they tend to provide better customer service. Their personal wealth is at stake. Knochelmann's has since been swallowed by Service Experts. That name is a joke. "Service" Experts billed me over an air conditioner tune up that was part of my contract. I called the number provided, and the person answering the phone apologized for the mix-up, and said that things were still sort of confused since Service Experts took over. That was a few months ago. Then I got yet another notice, billing me for the tuneup. That time, I scrawled a message on the invoice I sent back, something like, "this bill is in error. Visit part of service contract." Problem solved? Apparently not. Last week, I got an all-caps FINAL REMINDER NOTICE. I wrote an actual letter, and sent it through the post office. I told them I'd give them a few days before I posted a complaint on Angie's List. I heard nothing back. I called the number listed on the final reminder notice yesterday, and left a message. No call back. I called three times today, and got no live answer, even when I tried the extension for the dispatch line. All I got was a machine. I switched from calling the number on the final reminder notice to calling the number on the Service Experts magnet. That time, I got a real person. But could she address my concern? Apparently not. Right now, I'm waiting for a manager to call me back. What a waste of time.

The appointment was supposed to be between 12:00 and 2:00 but the service man did not arrive till 2:30. After 10 minutes, he found that the unit had a "bad" capacitor. He did not have a replacement in his truck and reported that he needed to get one. Before leaving to get a new capacitor, he worked out the cost. Not once did he mention that I was going to be charged for travel. If he did, I would have paid for the inspection and gone with another company. It took him 90 minutes to return with the new capacitor and 15 minutes to put it in.

I have a contract with them. I have been very happy with them. I spent $9025 on the furnace and air conditioner. The original units were put in by the original contractors. The price was fair and was a little on the higher end. The quality was better and we had a quote from another company for the same price but for lower quality units.

Very bad experience. I planned a service to my heat pump for Friday 6-3-11 from 4 - 6 PM. They confirmed the date via email. They never showed up, did not call, nothing. VERY VERY unprofessional..........

Not well...I really disliked how the estimator was late, and that he seemed less than knowledgable about what he was trying to sell me. Bad experience.

Overall, the services went very well. Their professionalism stood out, called and arrived when they said they would. Technician was professional and courteous. We have purchased a service agreement for future work.

I liked the quality of the name brand that they installed which was a Lennox. I heard a lot about how good Lennox furnaces and air conditioners are. His price wasn’t the lowest but the way he presented his quote and the way he educated me were very good. He said that the system I had before was too big for my condo so he put in a lower system. He spent the time to educate me on the product, which not a lot of the other people did. It gave me confidence in the guy and the company. He had a crew of four guys that worked for two days. They had to take out my old furnace, take out one of the outside units and they had to run copper up six stories outside the condo building into the attic. They worked in the attic for a whole day. My furnace seems kind of small. They did a great job. One of the guys did put his foot through my ceiling but they repaired it within a few days. He was up in the rafters and fell through the drywall. I noticed that the furnace was sweating a few days afterwards and they came back and did an insulation job around it so it won't sweat anymore. They have been very responsive to any problems. I really liked them but I've had two service calls and they have been late but it is because they get stuck on other jobs.

MY ONLY NEGATIVE WAS WHERE THE DUCTS WERE CLEANED, OF COURSE DEBRIS FELL OUT AT THE POINTS OF ENTRY INTO THE DUCTS. WE WERE NOT TOLD ABOUT IT AND DID NOT DISCOVER IT UNTIL USING CAN GOODS AND OTHER ITEMS STORED IN THE BASEMENT AND SAW THE DEBRIS ON TOP.

My A/C went out at the hottest part of the summer. Other companies said they could get out to check the problem in 3-4 days maybe. Stevenson had someone there to evaluate the problem the next morning. The representative found the problem, told me what it would take to fix it, and went over all the alternatives. I elected to replace the whole system which was 16+ years old with something more energy efficient. The rep also helped me get the energy saving rebates from DP&L and Vectren and provided me with the info for the tax credit the system qualified for. The installers were there when scheduled a day or two later and did an excellent job of installing the new system and disposing of the old equipment and cleaning up after themselves. The duct cleaning was performed about a week later and I was amazed at how much gunk was pulled out of the ducts. Everything was done in a courteous, professional manner and I am very satisfied with the results. Its a gas furnace and my gas and electric bills for the remainder of the summer and this winter have been less than I expected, due , I think, to the more efficient system. I would recommend this company.

On Saturday morning we discoverd there was no hot water. After checking the pilot light & discovering nothing wrong I called Knochelman & they had a techinician here in less than 2 hours. He diagnosed the problem, and determined we could either replace the part (on a 15yr old unit) or opt for a new water heater. Obviously these guys get paid commission because he was really pushing the "tankless" and stated there was nothing they could do for us that day and they would be back on Monday to replace it with whatever we chose. We went with the standard 50 gal tank model & a different technician came out on Monday moring and had the new one installed before noon. In the process, he asked why we had chosen to "rough it" thru the weekend. We didn't realize it was on option according to the first guy who apparently only wanted to sell us the higher priced tankless unit. We had 15 people staying at our house for the weekend and to have that hot water would have been great. I appreciate the fact they came out so fast and the responsiveness of the technicians & scheduling people. However, this is the second time I have had a pushy Knochelman salesman disguised as a technician. Keep the service, save the sales pitch.

First, let me say this review is only for one event (the purchase of a furnace) which I would assume is representative of managements policy so it is significant. Had very good experiences with their techs for several years. Over a few years they came yearly and serviced the equipment without event. They would try and sell me a new air cleaner or something else but no real pressure. Then on one visit the tech said he had to call his supervisor. When they do that what they are actually doing is calling a salesman. When he arrived he started "the furnace is dangerous" speech and the hard sell as soon as he got here. Even though they are a Lennox dealer they never told me my 10 year old furnace still had a warrenty and they sold me a furnace larger (and more expensive) than I needed. The year before I paid $600 for them to install a new humidifier which was working fine When this furnace was installed, a humidifier was also installed. They claimed the installer did that by accident knowing it would of been included in the total price of the furnace and I would of paid for the new one, if it had been otherwise. I questioned this but could never substantiate my suspicions. The installers were professional and the furnace itself works great...I joke with my neighbors that I could heat the entire block with it. Prior to using this company I dealt with a company where I could take their word for whatever was needed. They never took advantage of my trust. Unfortunately the individual sold his company and retired and I started with Stevensons. So, I have myself to blame too...I failed to do my research and ask more questions....and being too trusting. If you are dealing with this company and they say they need to call their supervisor--do your research and.....look out!! I won't deal with this company again...can't trust them.

They are responsive. They don't cut you a break, but they will come out. They will respond to your call within 24 hours. If you need emergency repair, the technician will come out within two hours. They are very expensive. I called them after my one-year warranty had expired, and they refused to do anything for me. I would call them again, but I would love to find another more reasonable company.

Overall, it went poorly. After 4 service technicians, 5 service calls and $1501 in repairs in a 2.5 week period, I had a non-functional furnace and had to replace it. They offered me $770 toward a new furnace but at that point I had no confidence in their ability and chose another company. Thus far, they have refused to take back the new parts and refund any money. In addition, it appears that they failed to detect a potentially dangerous situation in the first four visits.

Furnace stopped working and due to the extreme cold weather, I had to call over a weekend. I was told furnace was under warranty and set up appointment. Repairman came out on a Saturday, and returned Monday with the new parts. He told me he could not get authorization to do it under warranty, to talk with manager. Since it was a weekend and temperatures wree below zero, I had to get the furnace motor replaced. I was told that furnace was under warranty until 2014 however, I was the repairman when onsite told me the warranty was no longer valid, even though the operator told me it was valid and showed in their computer system. I would have called someone else if I had known they would not stand behind their warranty. I had to have the work done and pay due to the extreme weather, with the hope the warranty would be honored after the fact. I have not been able to get the manager to call me back to discuss the warranty. I have some of the maintenance records, but not going back to the install year as I bought the house a couple of years after install. Both repair men who came to the house told me there is no maintenance that could be done on this motor, that it is sealed, and that it should be replaced under warranty but their manage rtold them not to honor the warranty. I also talked with the HVAC company that serviced it the last two times, and they agreed there was no maintenance they could do with a sealed motor. Knockleman misrepresented their maintenance agreement to me, I was told it would cover the work that was done, and I paid an addiitonal fee for that plan. In the end, it did not cover anything, and the manager was never willing to speak with me, or answer my phone calls.

They were so fast and so clean, you would never know they were here. The work was very excellent. We have used them in the past and will use them again in the future. They had all the paper work ready and good to go.

The first day the serviceman came he replaced the leaky pipe. He had his office work on an estimate for showerhead replacement and new toilets. He called with the estimate. It was reasonable so it was agreed to move forward. When the toilets came, they were installed. One had a blemish on the water tank lid (this was not Knochelman's fault-it was factory defective.). They were called and immediately agreed to replace the lid. When it seemed too long to wait for the lid, I called and found that the manager had ordered the lid, the wrong color was sent by the provider, and it was reordered. When it arrived, the manager was on vacation and the lid was overlooked. The manager was very straight forward, explained what happened, and arranged for the immediate replacement. Because there was no run-around or lame excuse, I was impressed. I would use their service again without hesitation.

We had a very good experience with them. They were able to fit us in to an appointment. They showed up on the early end of their time frame and answered any questions we had. It was very good service.

I was unhappy with them. He went and got something from the van and told me that I basically needed to buy it from him or I wouldn't be able to get it. It seemed like he was selling something to me on a whim.

I expected that he would clean and repair the problem. The water hose needed to be cleaned.