Complaints

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• Initial Complaint

  Date:05/05/2023

  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.

  I’d like to file a complaint on Jack Frost. Started the original visit on I’d like to file a complaint on Jack Frost. Started the original visit on May 19, 2022 for spring maintenance. The technician at the time said there was a slow leak. Filled it with refrigerant. So I need a new part that still under warranty. I called three or four times over the summer and Jack Frost said the replacement coil was not available. So then *** winter. And nothing was done. So come this spring I thought it was time to get it fixed finally. I had appointment for April 21, 2023. They replace the air separator coil. Charge me for labor. And two maintenance visits. I wonder why they didn’t send me a bill for the original one in May 19 of last year. And then the spring maintenance was on special for $66. The two maintenance visits on this bill was $89 each. They also charged me for refrigerant that they added. That’s where my concern comes from. Refrigerant does not usually need to be replaced and may be a sign that a system was installed incorrectly. I feel like it should’ve been done right the first go round when it was installed. So I feel like they are not a high quality business. And I’m not happy with them.
  Thank you, ***** ******

  

  Business Response

  Date: 05/05/2023

  I explained all the details of the repair and the itemized charges to the customer. Slow refrigerant leaks are very common in the industry, one of the most common problems we face. At the time of the original service call, the replacement coil she needed was not available from Carrier due to supply chain issues (which has been a huge problem in the industry for the last couple of years). 

  The leak was not due to improper installation, it was just a premature leak that developed on the internal part of the coil which is a factory made part. This has nothing to do with the original installation. Jack Frost does not make these units, we just install and service them. 

  The coil was still under the manufacturer's limited warranty, which covers the cost of the part but not the cost of the refrigerant to refill the unit. Refrigerant is not cheap these days. 

  We left an open work order from the original visit because we were waiting on a coil to become available from the factory. Yes, winter came and she did not need cooling anymore and we typcially don't do a/c repairs over the winter anyway. So once this Spring rolled around we got the repair taken care of and serviced the a/c for the season. The $66 price she mentions was our old price for a basic maintenance visit. We have had price increases since then due to overall cost increases in the industry, just like everything else has increased lately. 

  She was not charged for the cost of the coil or the labor to replace the coil. She was only charged for the maintenance services and refrigerant. And I have already given her a 20% discount from the total invoice. As I was trying to discuss the adjusted charge with her on the phone, she hung up on me. 

  The original charges were $609.95. I adjusted the total down to $487.96. I also had explained to her that if this was not a limited warranty repair, the cost for this particular job is an average of $1,500.