KB Service Co

BEWARE KB HOMESMART BY XCEL was here to my address on May 10th for my annual Air Conditioner maintenance, just so I don’t have a problem like this. Everything was okay per the KB Service Co. repair person. My air has been out since June 21st and was told they won’t be calling for 3 to 5 days to set up an appointment, in this heat. I left Friday 6-24 to get in a place that has Air Conditioning before I scream. I had a message from KB when I returned, to which I called back at 3:20PM and I haven’t heard from them. It was 91 yesterday Friday 6-24 my house was 89 I woke up to 85 today 6-25, I am soaking wet from sweating 79 year olds can’t take this heat! I pay monthly for heat and air conditioning, fall and spring maintenance, plus monthly for repairs when needed. They close up shop at 3:30PM for the week-end.

HomeSmart uses KB Service Co for repairs. The technician came out immediately and recommended Water Heater replacment. Nothing against the technician, but the company did not close out my order because I did not use them to replace my water heater. They did not update or close my ticket with HomeSmart because I chose to go elsewhere. Calling them multiple in two months and no return phone call. HomeSmart rep called them 3 times without a response from them yet to close the repair order. I understand this is a busy time of year, but they cant just ignore your request to submit the work order to HomeSmart for reimbursement. I'm glad I didn't pay them 2500$ for the repair and went elsewhere. Find someone more professional and responsive. Good luck!

KB Services responded to my Xcel Energy HomeSmart service call for a furnace that was not working. They responded and were at my door within an hour of placing the service call and this was late in the evening. The technician was knowledgeable and quickly diagnosed the issue to be a faulty pressure switch. He was very thorough and went out of his way to walk me through the repair and other maintenence protocols for keeping it working well. Very pleased with the service I received and grateful for the swift response.

We realized our furnace was not working around 5 pm last night Called Xcel around 5:30 not really expecting anyone to answer but they did. They told us that they'd try and contact there HVAC guys that they contract with and in this case KB services was that company and aww if they can get a guy out still tonight. So we hung up with Xcel and I kept saying no one is going to call tonight as it's already almost 6 pm so everyone's already gone home for the evening. Well 45 or so minutes later John from KB calls and says I'm 10 minutes away. Then about 10 minutes later John called and said he was here. So we took him to the furnace, our furnace is in a tight spot so we just shut the door and let him work and about 10 minutes later he came out and said it's all fixed and it was. So for our first experience we couldn't be happier with KB services. Now while we didn't interact with John much at all the little we did he was nice and professional and courteous.

HomeStart sent a KB service person who came in less than 3 minutes and said my furnace heat exchanger has cracked while my furnace is blowing cold air, and does starts ok when turn the switch one more time. Then he said he was not doing the repair and suggested me have the furnace replaced. I didn't event see how he made some diagnosis, and of course he didn't show me. Before he left, he didn't forget to mention that my furnace is too old. I was wondering if my furnace were new, why should I have called for HomeSmart?

These are the guys Homesmart sends. Long story short the guy they sent condemned my furnace in about 8 minutes without even checking for CO. The meter never left his bag. He was happy to tell me who I could call to buy a new one. The furnace was making a whistle sound when the burner would kick in. This turned out to be a dirty burner orifice that another shop fixed in about 15 minutes after they checked for high CO. Unless you want to spend for a new furnace do not call these guys and if Homesmart sends them ask for someone else. The other shop I called came out again to replace a condensate tank that was under warranty - they took pics of everything they could see - no cracked heat exchanger as KB's tech claimed. Bad service definitely - criminality maybe.

K & B Services is used by Xcel Energy for service to Homesmart customers, so I had no choice about using them. I do want to make clear that the technician who came out to my home was knowledgeable and friendly, and I was very pleased with the service. I'm giving this company 3 of 5 stars due to 2 factors: 1) their strict policy of scheduling 4-hour windows the homeowner is required to take off work and wait around for them to show up, and 2) the unpleasant experiences I've had with the woman who answers their phones--the voice of the company, if you will.

4-Hour Window. I was told when scheduling appointments that they always schedule a 4-hour window, and make no exceptions. I am a single mom and money is tight. I work as a substitute teacher, so if I take 4 hours off I have to take off the whole day, and do not get paid time off. I was told that their repairmen are bonded and insured, so I don't need to be home for the service call. She said I should feel completely comfortable leaving a key so that a total stranger could come into my home while no one is there, and wander through my house to find and work on the furnace. I've had other companies come out to work on appliances, plumbing, etc., and this is the only company that has ever required a 4-hour window. So if I'd had a choice, I would have found another company. Unfortunately Homesmart does not offer an alternative.

Customer Service. In every conversation, the receptionist for this company has seemed abrupt and unfriendly. The worst example was when she called me at 6:50am today, waking me up to inform me that the part they'd ordered had come in. I told her I was sleeping and hung up the phone, but she never apologized when I called back later that morning to schedule a service call. In my opinion it is unprofessional and unreasonable to call people early in the morning. There was no urgency about getting this part. And she should have apologized when told she woke me up, but either she doesn't understand customer service or doesn't care because they have so much guaranteed business with Homesmart.

I have worked in customer service for years, so I know that when you answer phones you represent the company. That means you make your customers feel like you hear and care about their concerns (whether or not you can accommodate them), and you treat them respect. Each time a customer hangs up the phone after talking with you they should feel good about having made contact with your company. And if you can't do that, then customer service is the wrong career for you.

We were referred to KB Service through Xcel Energy (HomeSmart) the tech that came out (Alex) was awesome! He was on time, attentive, answered all of our questions and was COVID-19 prepared. He was able to diagnose the problem with our HVAC and AC unit and able to replace the motor with no hesitation or issue. Thank you Alex for the fantastic service. I would use this vendor again.

We have Xcel Homesmart and they were our primary service provider for years at our old location. Where we live not we have another company helping us and they are TERRIBLE in comparison to KB. The guys at KB always helped us out when we had issues and were happy to answer and questions we may have along the way. They repaired my furnace / drier/ ac and refrigerator several times over the years and I really miss them at our new address.

Excellent customer service. Talked to the dispatch gal in the office...I explained our need because of our hospice situation. Originally, they couldn't come until the next day but she called me back and said she had a tech (Jerry) that could come right away. Jerry was here within a half hour. The air conditioner was fixed in about 20 minutes. We are so thankful and greatful - God bless you all