Complaints

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• Initial Complaint

  Date:12/17/2022

  Type:Service or Repair 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.

  June 10, 2021 (date of ************************** 2.5 ton 16 Seer (unit located on roof of Condo building, owner unable to access)* New heat pump purchased on 6-10-2021.* In the winter of 2021 when the weather changed and we attempted to use the furnace, it did NOT work, there was no hot air.* The contractor was called and 2 technicians were dispatched to our residence. They verified that the unit was an Air conditioner with no heat pump. * In the winter of 2022 when the weather changed, we turned on the heat...and there was none.* JacksonFoster was contacted that we had no heat. On November 14, 2022, He did not leave the thermostat we had purchased just a few years before (we were eventually NOT charged for it). Later that evening we found that the heat was still not working. * November 15, 2022 Jackson-Foster was called and told heat was still not working * Nov 17, 2022 techs ***** and ***** came about 11:30am. Worked for 3 hours. ******** talked about a lockout: mechanism and said it was fixed. * I asked for written receipt stating what they had done. He said he would have company email me one (guess what...never got it). * Nov 18, 2022 called office left message, no heat during some very cold nights. * Nov 21, 2022 ****** and Operations manager (***********************) came at 2pm.* Emailed *********************** Nov 22,2022 stating still NO heat.....received email from ***** saying he needed to * December 5, 2022 Jackson-Foster installed a Rheem unit. * (A year and a half later and NO paperwork to ensure it is the correct unit).* Again, I asked *********************** to leave receipt for work done. *No correspondence from Jackson-Foster on any of the visits or replacement unit.* We are extremely frustrated and at a loss as to why it has taken a year and a half for a heat pump to be installed. We have been trying to figure out why WE were the customers that went thru this horrendous experience. Was it incompetence, elder abuse, discrimination?

  

  Business Response

  Date: 02/10/2023

  On June 10th, 2021, we installed a Rheem straight cool condensing unit. We were contacted by the customer on January 7th, 2022, and were informed the system is not heating. We went to the property on January 10th ************************************************ fact a straight cool unit and not a heat pump unit. We immediately started trying to locate a replacement unit. Unfortunately, due to Covid, a worldwide equipment shortage and supply chain issues, we were not able to get the exact heat pump unit that was originally proposed to the customer. For that reason, we offered to replace the unit with a more efficient inverter unit at no additional cost. **************** agreed to us installing the new/ different unit and signed a revised proposal. We promptly installed that unit on January 13th, 2022, within one week of learning about our mistake.
  
   
  
  On January 14th, 2022, the day after the install, we were sent an email from ******/Strange. In that email we were asked for compensation for the errors made. Initially, we offered a refund of $350 and 2 additional years of maintenance. The email was requesting $1,000 and 10 years of maintenances.
  
  We agreed to give the customer exactly what they were requesting. We typed an agreement acknowledging this, which both **************** and ****************** signed. We promptly sent a check for the $1,000 requested.
  
   
  
  On November 15th we were contacted by the customer saying the system was not ********************. We were able to get a technician out on November 17th to check the system. At that time the technician found an error code on the unit. He replaced the thermostat at no charge, he reset the unit and ran if for a while. The unit was functioning correctly. On November 18th, 2022, we were notified the system was not working. We sent a technician out that day and he found the unit locked out on H4 error.  He reset and tested the system. He could not duplicate error, the system ran normally. We were then notified the system was still not working correctly. On November 21, 2022, we sent out our Operations Manager. He found the same error code H4. He suggested we replace the copper refrigerant lines, which was not part of the original scope of work, but we would do this a no additional charge. The existing condenser was more efficient and had more safety switches than the old system. Our Operations Manager was hoping to increase the flow of refrigerant, and eliminate the error code. We then returned to the property on December 1st, 2022, with our Operations Manager and two technicians to install all new copper piping and fittings. Once again, this was not part of the original scope of work, but we wanted to make the customer happy. They then ran the system in both heating and cooling, and it operated normally. That evening at 9:30pm we were sent an email from the customer stating the ******************** was not working. That email stated it was time we install a new unit. We received that email the morning of Friday December 2nd, 2022. At that point we let the customer know we would give them what they wanted and we immediately start working on locating a new replacement unit. We located a new unit and returned to the customers house the following Monday, December 5th, 2022, to replace the unit. We also informed the customers that unit would have a new 10 year warranty on parts from that day of install.
  
   
  
  Per the customers request, a detailed email listing the dates and work performed at each service call from the date of install of the second unit to the final replacement was emailed on December 12, 2022.
  
   
  
  While we recognize any mistakes we made, we feel we have gone above and beyond to rectify the situation.
  
   
  
   
  
  ****
  

  Customer Answer

  Date: 02/17/2023

  We are almost on the same page.

  Botton line is Jackson-Foster installed the wrong unit.

  They replaced it with a unit that did not work correctly.

  We now have a unit that is working.

  What we differ on is that we have NOT received any supporting paperwork that we have been asking for from the start.

  We have received NO email, US mail, or Voice mail.

  This is our main concern and why we contacted the BBB.

  

  Business Response

  Date: 02/20/2023

  We are sorry to hear you never received your information in the email we sent on December 12th. We will put together hard copies of the information and send it out in the US mail. This information will go out no later then this Wednesday(Feb. 22nd.)