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Business Profile

Electrician

First Call Jewel, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electrician.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:02/19/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    In mid Dec 24 we noticed furnace not warming home & checked filter which was clean; made thermostat adjustments with no improvement; air flow to Mstr **** diminished suspecting motor was failing. I removed furnace cover & noticed rust becoming prevalent around heat exchanger. We reported to home warranty & then called First Call Jewel to take a look. Jewel came out December 24th and evaluated unit. The biggest concern was we were leaving out of state for 3 months & couldnt take a chance on unit failure while gone. We live in *********** ******************** get brutally cold. When asked if they thought unit would be safe leaving for 3 months they stated they could not predict how long it would last. They stated they could begin change out on Dec 26th. I informed the ****************** person, ****, that we have a home warranty policy through Choice Home Warranty & asked if they had experience dealing with these ***************** stated yes they have. I gave Choice ************* to ****. Incidentally, we decided to change out AC unit also because of its age. They also confirmed motor was weakening and not pushing air sufficiently. A tech arrived early Dec 26th & immediately began removing old unit. I called **** and asked if he called Choice-he hadnt. I stated to they needed to be informed with diagnosis before work could continue. I asked him if there was any chance unit was under ************* stated no, unit was too old. I had Jewel take pictures of model number and serial number. I also told them not to discard old unit until Choice was satisfied with their diagnosis. **** informed he contacted Choice. I was communicating w/Choice & gave them everything they asked for. I made several calls to **** & confirming things still moving forward. Choice called us & in fact there was a warranty till 2026. Jewels statement of it not being under warranty was only reason it was replaced! We have been denied ant reimbursement from American Standard& choice due to Jewel.

    Business Response

    Date: 03/19/2025

    We have worked with ** and **s ***** and came up with a resolution that we all feel is a fair solution to the challenge.  Thank you for your help in getting this resolved.  It should have never come to them having to contact the BBB to get a resolution.  We are doing some training to help ensure this does not happen again in the future.  The Worens seem like great people and we look forward to helping maintain their new system and keep it running great, and reliably for years to come.

    Thanks,

    *** ********

    Customer Answer

    Date: 03/20/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ******* *****

First Call Jewel, Inc. is NOT a BBB Accredited Business.

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