Kellam Mechanical Review by David in Virginia Beach, VA

Business Description:

Kellam Mechanical is a family owned heating, air conditioning, indoor air quality, plumbing and electrical company located in Virginia Beach, VA.

5 414 reviews

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David T.

Virginia Beach, VA

03/06/2023

Took advantage of us when we were desperate

On Thursday, 2 March, 2023, one day before a home inspection that is part of the sales process for our house, our 50 gallon direct vent gas water heater began leaking. We called several companies to ask if they could help us. Kellam Mechanical said they could replace the old water heater the same day and gave us a quote for $2800. When the installation tech arrived at our house, he said that he didn't realize the water heater was a direct vent system and that the new price would be $6289. With just hours left in the work day, the home inspection occurring the very next day, and no ability to realistically get another company out to provide a competing quote, we accepted the price. They completed the installation without any incident.

After talking to our realtor and several neighbors, it became clear that $6289 is a much higher price than the industry standard for replacing a 50 gallon direct vent water heater. There was nothing complex about our system - it was in the corner of the garage, easily accessed with a venting system already established and a fully functional gas line. We asked Kellam Mechanical for a breakdown of labor and parts and they have refused to provide it, saying their "flat rate billing" system does not allow it.

Our complaint is that Kellam Mechanical knew we were in dire straits and needed to get the water heater fixed that day so they took advantage of us and increased the rates to double what they should be. The final cost was over 220% more than their initial estimate. While we agreed to the price because we were desperate, this incident felt like a form of usury. Virginia should not tolerate this type of business practice.

Report an Issue

We have responded to your negative reviews on BBB, Angi and Yelp platforms. Thank you for receiving our manager’s phone calls and emails over the past several days to address your concern. On 3/2/2023 we received a call from Mrs. [Member Name Removed] at 7:51am requesting an estimate to replace the water heater and were able to shift our schedule around to accommodate the need. Our technician was dispatched and arrived at your home by 9:17 am, surveyed the equipment, and was able to provide a quote within minutes of arriving. The first quote our technician provided was for an atmospheric gas water heater. The water heater in need of replacing was in fact a direct vent gas water heater, which is a more expensive product. Our technician requoted the water heater for the correct price, presented the estimate to Mrs. [Member Name Removed], in which she accepted and signed off on at 9:45am based on our software timestamps. The correction was made under 30 minutes of arrival. This negates your statement of “With just hours left in the workday”. Kellam then dispatched more technicians to help with the job given the timing of the sale of your home and the home inspector arriving the next day. The 1st quote was human error, not dishonest action. We regret you felt taken advantage of, but it seems you had added pressure with the sale of your home. Kellam practices flat rate pricing to ensure each of our customers receive the consistent pricing for service and replacements. Our invoicing includes all materials, labor, code compliance and warranties which also excludes hidden agendas and taking people “to the cleaners”. Your comments are false and slanderous. Since you are still unhappy with the result, we invite you to contact the BBB and request a mediation to address this issue directly. We value your feedback and wish you well with your move.
Kellam Mechanical commented on 03/13/2023

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