Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:21/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unrepaired, Surprise costs, Not validating their words prior to appointments , threatening emails,
  
  Upon requesting Warranty work with Kings Refrigeration, Prior to making the appointment, Asking if any fees would be associated with warranty work prior to making the appointment , Not one fee was Mentioned, After coming and attempting to repair, "Still not Fixed" I received a surprise bill roughly of $ 340, Although, while on the call making the appointment, asking very clearly if they're any fees , No Fee Was Mentioned, Since then, Emails trying to tell me its all correct ,
  
  The Heat pump is still not functional While stating no fees are associated, to having a $340 bill, to telling them I refuse to pay, after Threats in email of interest charges, and threats of collections,
  
  This is a very poorly managed, non communicative Company, I'm not certain if M** ******* ****** and Ms* ****** ******, are aware of how the employees are treating their customers, If they are shame on you, Kings refrigeration Is not having a very reputable business ethic in the neighborhood,
  
  I and my family will have no further dealings with this company,
  Consumers beware,

  

  Business Response

  Date: 24/03/2025

   

  After review of this file , and speaking with my staff in regards , we at Kings do not feel any necessary negative comments are warranted . The Home of M** ******* was originally that of a previous client in which we had installed two systems . The first system has an expired warranty and the second system still has warranty remaining . 
  Last year we had performed a service call on the system without warranty , where there were parts required . The cost to repair was given to M** ******* and at no point did he call us back requesting to proceed . This service was billed for and paid in full by M** ******* * 

  Earlier this year , M** ******* called requesting service on he system which still contains warranty . If M** ******* had asked the questions regarding cost , he would have clearly been made aware that diagnostic calls are not covered under warranty , similar to that of his first Call in 2024 . This is a standard policy and is clearly relayed to clients on a daily basis . 

  I had talked with our staff member responsible for fielding those service calls and she does not recall this actual,  call but ensured me she is very concise and clear when communicating this to other clientele. Also considering that this is not a typical complaint I have no other reason to not believe her . Possibly M** ******* misunderstood the conversation? Non the less he understood the charges would apply as he had similar service as mentioned in Dec of 2024 , and paid that bill . 

  In regards to the Service call in question , Our technician did a full diagnostic and reinstalled a new communication wire from the inside to the outside unit as it appeared to be chewed by rodents . The technician noted that a new indoor PCB may be need if the problem persists . When that technician left the site everything was working as it should , M* ******* was clearly advised if the issue reoccurs to let us know and we will order the board . M** ******* Emailed our receivables staff member and complained about the bill shortly after we were onsite , in his email he stated that its still not working , our staff member replied with would you like us to order the board and he replied not if I have to pay for it , at which point she replied the Board on that system is under warranty , please advise if you want it replaced . That was the last communication unit we did our Month Receivables emails to delinquent accounts. 
  
  The statement regarding threatening emails is complete nonsense and is a standard email we send out to all  delinquent accounts , is it firm YES , is it threatening NO. 
  
  In closing I feel Kings and its staff have been very communicative with M** ******* *  If M* ******* had responded with yes please order the Part , His system would be running and providing clean efficient heat , however his lack of attention has left us all in this situation . 
  
  We look forward to a swift and fair resolve 

  

  Business Response

  Date: 24/03/2025

   

  After review of this file , and speaking with my staff in regards , we at Kings do not feel any necessary negative comments are warranted . The Home of M** ******* was originally that of a previous client in which we had installed two systems . The first system has an expired warranty and the second system still has warranty remaining . 
  Last year we had performed a service call on the system without warranty , where there were parts required . The cost to repair was given to M** ******* and at no point did he call us back requesting to proceed . This service was billed for and paid in full by M** ******* * 

  Earlier this year , M** ******* called requesting service on he system which still contains warranty . If M** ******* had asked the questions regarding cost , he would have clearly been made aware that diagnostic calls are not covered under warranty , similar to that of his first Call in 2024 . This is a standard policy and is clearly relayed to clients on a daily basis . 

  I had talked with our staff member responsible for fielding those service calls and she does not recall this actual,  call but ensured me she is very concise and clear when communicating this to other clientele. Also considering that this is not a typical complaint I have no other reason to not believe her . Possibly M** ******* misunderstood the conversation? Non the less he understood the charges would apply as he had similar service as mentioned in Dec of 2024 , and paid that bill . 

  In regards to the Service call in question , Our technician did a full diagnostic and reinstalled a new communication wire from the inside to the outside unit as it appeared to be chewed by rodents . The technician noted that a new indoor PCB may be need if the problem persists . When that technician left the site everything was working as it should , M* ******* was clearly advised if the issue reoccurs to let us know and we will order the board . M** ******* Emailed our receivables staff member and complained about the bill shortly after we were onsite , in his email he stated that its still not working , our staff member replied with would you like us to order the board and he replied not if I have to pay for it , at which point she replied the Board on that system is under warranty , please advise if you want it replaced . That was the last communication unit we did our Month Receivables emails to delinquent accounts. 
  
  The statement regarding threatening emails is complete nonsense and is a standard email we send out to all  delinquent accounts , is it firm YES , is it threatening NO. 
  
  In closing I feel Kings and its staff have been very communicative with M** ******* *  If M* ******* had responded with yes please order the Part , His system would be running and providing clean efficient heat , however his lack of attention has left us all in this situation . 
  
  We look forward to a swift and fair resolve 

  Customer Answer

  Date: 24/03/2025

   I am rejecting this response because:
  I Have witness, clearly heard the phone call making the appointment, stating it’s under warranty, clearly asking if there was any fees.    No fees was mentioned,
  

  conversation at the home where they clearly stated there was no fees for said work, asking multiple times being told it’s covered under warranty, while completing check tasks, to then the company sending a bill and then a policy after the fact about how warranty work is not billed ,but diagnostic’s are, this was not mentioned on the date of appointment setup, and not mentioned at the home, after asking everytime the tech was changing something , 

  As per previous , the first heatpump was not under warranty, the tech decided it was a faulty head, there would be a bill where the warranty had passed it’s deadline, that has since been paid, no further repairs or parts were ordered, long story short.
  
  When making the appointment , no mention of money was stated,  None,  If any money or charges would have been mentioned at the time , the appt would not have been made, Second. After “diagnosis” stating it could be a Main board. Or wire everything was “suspicious to the tech”. , resulting in a non functioning repair, so nothing has been “fixed” nor “Repaired”, no bill should be present, since then repeat emails have been sent with no consideration , just re submitting the bill, then repeating my self the same replies, resulting to them stating if not satisfied within 90 days, well will send to collections (via email) , after clearly stating I want no further contact, to receiving another email after requesting them to stop,  I replied do not email any further , “Do what you wish” no further contact has been made as of yet,

   Any business that charges any client after stating no fees, having the customer /client deliberately asking what the cost would be, being told nothing to receiving a suprise bill after the appointment, is not satisfactory.
  Then to tell the customer it has to be paid is nothing short of a demanding demeanour, As a multiple businesses owner , I would never be able to charge any customer/client, after making an appointment based on no fees quote, I would think it’s unheard of, unfortunately it’s not in this case, 

  It’s very simple, lack of information prior to setting up the appointment is not the customers fault , deliberately asking if any charges to check the heat pump,  “it’s under warranty” should not of been the complete answer, should have made it very clear that there would be fees associated with warranty,  how many other customers have they tried doing this with, it’s concerning at this point, 

  Customer Answer

  Date: 24/03/2025

   I am rejecting this response because:
  I Have witness, clearly heard the phone call making the appointment, stating it’s under warranty, clearly asking if there was any fees.    No fees was mentioned,
  

  conversation at the home where they clearly stated there was no fees for said work, asking multiple times being told it’s covered under warranty, while completing check tasks, to then the company sending a bill and then a policy after the fact about how warranty work is not billed ,but diagnostic’s are, this was not mentioned on the date of appointment setup, and not mentioned at the home, after asking everytime the tech was changing something , 

  As per previous , the first heatpump was not under warranty, the tech decided it was a faulty head, there would be a bill where the warranty had passed it’s deadline, that has since been paid, no further repairs or parts were ordered, long story short.
  
  When making the appointment , no mention of money was stated,  None,  If any money or charges would have been mentioned at the time , the appt would not have been made, Second. After “diagnosis” stating it could be a Main board. Or wire everything was “suspicious to the tech”. , resulting in a non functioning repair, so nothing has been “fixed” nor “Repaired”, no bill should be present, since then repeat emails have been sent with no consideration , just re submitting the bill, then repeating my self the same replies, resulting to them stating if not satisfied within 90 days, well will send to collections (via email) , after clearly stating I want no further contact, to receiving another email after requesting them to stop,  I replied do not email any further , “Do what you wish” no further contact has been made as of yet,

   Any business that charges any client after stating no fees, having the customer /client deliberately asking what the cost would be, being told nothing to receiving a suprise bill after the appointment, is not satisfactory.
  Then to tell the customer it has to be paid is nothing short of a demanding demeanour, As a multiple businesses owner , I would never be able to charge any customer/client, after making an appointment based on no fees quote, I would think it’s unheard of, unfortunately it’s not in this case, 

  It’s very simple, lack of information prior to setting up the appointment is not the customers fault , deliberately asking if any charges to check the heat pump,  “it’s under warranty” should not of been the complete answer, should have made it very clear that there would be fees associated with warranty,  how many other customers have they tried doing this with, it’s concerning at this point, 

  Customer Answer

  Date: 24/03/2025

  The house was purchased in 2024, heat pumps attached had a 10 year warranty, the upstairs one had went past date in august of 2024,  I have the manual and was verified that it’s still covered with warranty though ,Kings refrigeration,  and warranty is over in June of 2025 , I do not have a bill of sale but I will try and obtain it through the previous owners,  none the less. They have declared warranty was still valid as long as it has not been tampered/ moved etc from the initial  installation,  it has not been touched other than king’s service techs attempt to repair, and verified it would still be covered. Now this was all over the phone calls.  No emails.   Other than what they admitted to in the previous reply on here, and if that’s the case that they are not validating the warranty, the appointment still would not have been Made, . Please regard , 

  Customer Answer

  Date: 24/03/2025

  The house was purchased in 2024, heat pumps attached had a 10 year warranty, the upstairs one had went past date in august of 2024,  I have the manual and was verified that it’s still covered with warranty though ,Kings refrigeration,  and warranty is over in June of 2025 , I do not have a bill of sale but I will try and obtain it through the previous owners,  none the less. They have declared warranty was still valid as long as it has not been tampered/ moved etc from the initial  installation,  it has not been touched other than king’s service techs attempt to repair, and verified it would still be covered. Now this was all over the phone calls.  No emails.   Other than what they admitted to in the previous reply on here, and if that’s the case that they are not validating the warranty, the appointment still would not have been Made, . Please regard , 

  

  Business Response

  Date: 01/04/2025

  As stipulated in My previous Response , the diagnostic calls are not covered under the manufacturers warranty . See Below . 
  
  It is standard practice in our office that all clients are made aware of this during a sale or booking of a service call , and our staff does a tremendous job doing just that . 
  
  you will clearly see below the portion of the warranty agreement which clearly stipulates this . 

  The charges Applied are fully justified

  THESE LIMITED WARRANTIES DO NOT INCLUDE LABOR or any other costs incurred during service, maintenance, repair, removing,
  replacing, or installing the System, or any parts or other components. Purchaser is solely responsible for all such labor and costs.
  Please consult the applicable technical documentation regarding maintenance procedures. This Limited Warranty shall not be
  modified or amended by, and no obligation or liability shall arise out of, FGAI providing, directly or indirectly, any technical advice,
  information and/or service to Purchaser in connection with the System.
  5. THESE LIMITED WARRANTIES DO NOT COVER:
  a) A System sold and/or installed outside the ****** ******, **** T********** or ******, or S****** *******d for
  markets other than the United States.
  b) Any System purchased from an online retailer.
  c) A System not installed, serviced, maintained or operated in accordance with instructions and guidelines set forth
  in the installation, operation, maintenance, software or engineering publications made available by *****
  d) A System not installed or serviced in accordance with local and state law, applicable building codes and permits.
  e) A System that had a serial number or any part(s) thereof altered, defaced or removed in any way.
  f) Any and all shipping or freight charges or damages arising from transportation of parts covered by the Limited
  Warranty.
  g) Damage and/or failure caused by fire, water, wind, floods, impact damage from projectiles, earthquake, theft,
  riot, vandalism, force majeure, acts of war, or any and all acts of God.
  h) Damage and/or failure caused by power surge, interruptions of electrical power, faulty power supply, improper
  wiring or installation or fluctuations in electrical power.
  i) Damage and/or failure caused by misuse, neglect, improper adjustment of user controls, modification and/or
  alteration of the System or any component thereof, improper sizing or design, or incorporation with other
  products.
  j) Damage and/or failure caused by locating or exposing the System to extreme weather or environmental
  conditions (outside the recommended installation requirements as stated in the **** System installation
  manual), corrosive chemical vapors and/or liquids including, but not limited to: salt air or spray, chlorinated
  water or vapor (such as in an enclosed pool area), fluorine vapor, formaldehyde, sulfur or other components
  of formicary corrosion.
  k) Damage caused by frozen or broken water pipes in the event of equipment failure.
  l) Wear and tear or changes in appearance of the System that do not affect its performance.
  m) Replacement of fuses and replacement or resetting of circuit breakers.
  n) Damage due to the use of unapproved refrigerant types or use of recycled refrigerant.
  o) System installation or set up, or removal of a System from the location where it was originally installed.
  p) Any System removed from the location where it was originally installed.
  q) Incorrectly matching of product or System.
  r) Any third-party component used to install the ******* product, including but not limited to, pipes, wires, pumps,
  switches, adaptors, covers, etc.

  

  Business Response

  Date: 01/04/2025

  As stipulated in My previous Response , the diagnostic calls are not covered under the manufacturers warranty . See Below . 
  
  It is standard practice in our office that all clients are made aware of this during a sale or booking of a service call , and our staff does a tremendous job doing just that . 
  
  you will clearly see below the portion of the warranty agreement which clearly stipulates this . 

  The charges Applied are fully justified

  THESE LIMITED WARRANTIES DO NOT INCLUDE LABOR or any other costs incurred during service, maintenance, repair, removing,
  replacing, or installing the System, or any parts or other components. Purchaser is solely responsible for all such labor and costs.
  Please consult the applicable technical documentation regarding maintenance procedures. This Limited Warranty shall not be
  modified or amended by, and no obligation or liability shall arise out of, FGAI providing, directly or indirectly, any technical advice,
  information and/or service to Purchaser in connection with the System.
  5. THESE LIMITED WARRANTIES DO NOT COVER:
  a) A System sold and/or installed outside the ****** ******, **** T********** or ******, or S****** *******d for
  markets other than the United States.
  b) Any System purchased from an online retailer.
  c) A System not installed, serviced, maintained or operated in accordance with instructions and guidelines set forth
  in the installation, operation, maintenance, software or engineering publications made available by *****
  d) A System not installed or serviced in accordance with local and state law, applicable building codes and permits.
  e) A System that had a serial number or any part(s) thereof altered, defaced or removed in any way.
  f) Any and all shipping or freight charges or damages arising from transportation of parts covered by the Limited
  Warranty.
  g) Damage and/or failure caused by fire, water, wind, floods, impact damage from projectiles, earthquake, theft,
  riot, vandalism, force majeure, acts of war, or any and all acts of God.
  h) Damage and/or failure caused by power surge, interruptions of electrical power, faulty power supply, improper
  wiring or installation or fluctuations in electrical power.
  i) Damage and/or failure caused by misuse, neglect, improper adjustment of user controls, modification and/or
  alteration of the System or any component thereof, improper sizing or design, or incorporation with other
  products.
  j) Damage and/or failure caused by locating or exposing the System to extreme weather or environmental
  conditions (outside the recommended installation requirements as stated in the **** System installation
  manual), corrosive chemical vapors and/or liquids including, but not limited to: salt air or spray, chlorinated
  water or vapor (such as in an enclosed pool area), fluorine vapor, formaldehyde, sulfur or other components
  of formicary corrosion.
  k) Damage caused by frozen or broken water pipes in the event of equipment failure.
  l) Wear and tear or changes in appearance of the System that do not affect its performance.
  m) Replacement of fuses and replacement or resetting of circuit breakers.
  n) Damage due to the use of unapproved refrigerant types or use of recycled refrigerant.
  o) System installation or set up, or removal of a System from the location where it was originally installed.
  p) Any System removed from the location where it was originally installed.
  q) Incorrectly matching of product or System.
  r) Any third-party component used to install the ******* product, including but not limited to, pipes, wires, pumps,
  switches, adaptors, covers, etc.

  Customer Answer

  Date: 02/04/2025

   I am rejecting this response because:
  Again that would have been nice to know prior to the appointment while making it ,  it’s not my responsibility that it was not mentioned during the call, again I have witnesses that over heard the phone call and the technician that was here there is no cost when asked during testing! So surprising me with a bill and expecting to pay it is almost delusional at this point, I hope this is never the case with any of your future customers, but It’s not my business to have say,  so I’ll kindly make this clear. When someone calls and deliberately asked if there’s any fees to have someone out to see what’s wrong with the heatpump , it’s still under warranty should not be the only answer !!  You should clearly state there is a diagnostic fee. If I had known there was a diagnostic fee the appoint would not have been made and I would of went an alternative route ,  thank you for your prompt replies in this matter , and hopefully this will be settled promptly as well,  

  have a great day, 

  Customer Answer

  Date: 02/04/2025

   I am rejecting this response because:
  Again that would have been nice to know prior to the appointment while making it ,  it’s not my responsibility that it was not mentioned during the call, again I have witnesses that over heard the phone call and the technician that was here there is no cost when asked during testing! So surprising me with a bill and expecting to pay it is almost delusional at this point, I hope this is never the case with any of your future customers, but It’s not my business to have say,  so I’ll kindly make this clear. When someone calls and deliberately asked if there’s any fees to have someone out to see what’s wrong with the heatpump , it’s still under warranty should not be the only answer !!  You should clearly state there is a diagnostic fee. If I had known there was a diagnostic fee the appoint would not have been made and I would of went an alternative route ,  thank you for your prompt replies in this matter , and hopefully this will be settled promptly as well,  

  have a great day, 

• Initial Complaint

  Date:11/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased the home 14 months ago.
  We discovered that ***** Refrigeration. Did the installation of our heat pumps.
  We hired them to continue the regular required maintenance.
  We had a fowl smell emitting from one of the heat pumps.
  We called ***** Refrigeration to investigate.
  They discovered the installation was in correct.
  They initially denied doing the job. They then came back and said it was their error and would fix it.
  The next day they backed out of that promise, denying any one from their company would do such a poor job. They admitted it was the owners son who did the install.
  Do to the lack of accountability from the owner of this company I would like reimbursement of all parts and labour to repair this error, and I get to choose the company that does the work.

  

  Business Response

  Date: 12/01/2023

  In response to Mr. ******** complaint...please note that this heat pump was installed 8 years ago and has had no issues and/or complaints from the 2 previous homeowners to date and have operated properly.  Originally, there was some confusion with our office staff, regarding the installation, due to the fact that the original homeowners who had this heat pump installed are now inactive in our records and we needed to obtain documentation from our archives, and we apologize for that.  The issue with the foul odor was diagnosed on by one of our technicians during routine maintenance on January 5, 2023 and was determined to be coming from their septic, in which the heat pump drain line was routed to.  This was not something that was done by the original installers from our company and we are unable to determine if and when the drain line was re-routed, possibly by a previous homeowner for whatever reason.  Mr. ****** called yesterday afternoon and requested to speak with the owner of our company to address his concerns, whom was busy at the time, and was told he would return Mr. ******** call following an investigation into the situation - and instead of waiting for the investigation to be completed and followed up with a plan of action today, he chose to file this complaint instead, which is we feel is highly unfair.

  Although we are certain the re-routing of the drain line was not performed by our staff, ***** is willing to repair the problem and properly re-install the drain line as it was originally installed to ensure that the equipment runs at peak performance moving forward.   Our company will provide this repair at no charge to Mr. ****** and at no time will we be paying for an alternate company's services to do the same - Mr. ****** has the choice to either have the problem repaired by us at no charge or to pay for it himself if he chooses another company to perform the repairs.  We will await his decision.
  

   

   

   

   

  

  Business Response

  Date: 13/01/2023

  In response to Mr. ******** rejection of our offer...

  We feel that we have acknowledged our internal mistake, with originally believing we did not install the unit, due to the age of the unit and needing to retrieve archived information, and have apologized for that - our staff are human and make mistakes like anyone else.  We also believe we provided a more-than-fair solution to the issues Mr. ****** wanted rectified, and were willing to provide this repair at no charge even though it was not our mistake nor was the issue a result of the original installation.  At no time did the public defamation of our company by Mr. ****** contribute to this offer. 

  As previously mentioned, we can only assume that the re-routing of the drain line must have been done under the previous home ownership. We have provided service to this heat pump for the past 8 years when needed, by the 2 previous home owners, and there has never been any previous complaints, issues nor repairs required. 

  This heat pump is, in fact, covered by a 10 year warranty but only includes parts and labour required for the evaporator and condenser - not for the connections including the drain line.  It should also be noted that warranty does not cover diagnostic service calls at any time, no matter the issue.  However, the bill in which Mr. ****** received and is referring to, was not for a diagnostic call - it was for the annual cleaning/maintenance performed on his heat pump which includes diagnosis.

  Due to Mr. ******** rejection of our fair offer - we wish him well with his future service provider and wish to note that his warranty is fully transferable to the provider of his choice at any time.  It should also be reiterated that ***** will at no time be responsible for the cost of another company to repair the drain line nor any future service provided to Mr. ******** heat pump.  We have now closed Mr. ******** account with us and choose to cease our business relationship effective today.

   

  Customer Answer

  Date: 13/01/2023

   I am rejecting this response because:
  
  
  The only reason ***** is claiming they took responsibility is because of this claim.   They never communicated the resolution to me except through this claim.  They refused to acknowledge their error until this claim was submitted.  This claim was submitted do the failure of the owner of the company to return my call as promised.  The statement that the trouble shooting call was just a regular cleaning is also false, as ***** was employed 6 months earlier to clean our unit as part of regular maintenance.   They were called out again in January to “clean the unit based on advice from the on call technician who answered the phone when I first voice the concern.   This claim started because this company would not stand behind their work instead they chose to blame others