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:04/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  April 2023, I paid 12k to have JDL *************** Services (future referred to a "JDL") to install a Carrier 3.5 to 15 SEER AC furnace at my home (*****************************************************************). The installation was fine. For the first year of installation, you are allowed to service checks to ensure the system is functioning as expected. I did have once checkup in October 2023, where I was told everything was fine. Jan 7, *********************************************** my basement. A call was placed and JDL came out that day to check. We (my husband and myself) were told by the technician that there was a broken nail head inside the Carrier system causing the leak, and the technician said he was able to "patch it" for now (which did resolve the leak), but we would need a new part which would have to be ordered and once the part comes in, they would come back to install it. Since Jan 7, 2024, JDL has not reached out to myself or my husband once; we, however, call them every couple weeks, trying to find out about the status of this part. We were first told that they ordered the wrong part, and would place the order for the right part. Now we are told the part is on back order. The communication from them has been horrendous, and here I am coming up on having this new system for 1 year, and have been waiting on a part for 3 months. For 12k, at this point I feel like I should get a new, completely working system that doesn't have a broken nail head inside, where we just wait to see when it leaks again. Or even worse, when it leaks again it will no longer be covered because we've waited too long.

• Initial Complaint

  Date:03/06/2024

  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.

  We had *** from JDL over to fix a heat pump issue on 3/2. We were charged $30 for a booking fee and $89 for a diagnostic service. He didn't do any *************** work, and instantly went to pushing a heat pump replacement sale on me for $10k. This business is taking advantage of customers who don't know better by trying to push unnecessary sales and replacements on to them. I should at least be refunded the 109, as a diagnostic service was never done.

  Business Response

  Date: 03/15/2024

  ***********
  
  Thank you for bringing your concerns to our attention regarding the **** diagnostic and repair ******* provided to our customer, Ms. **** ****.  Providing exceptional ******* and transparent communication is fundamental to our core values, and we regret that we fell short of your expectations.  I appreciate your perspective and the opportunity to address any misunderstandings.
  
  As you were not the actual individual that scheduled the appointment with JDL, it seems there may have been some confusion regarding our pricing structure. Our aim is always to be upfront and transparent about any fees associated with our services, and we deeply regret any misunderstanding in this regard.  Over *****+ customers throughout the *** can attest, our $30 Booking Fee is communicated before scheduling the ******* call; moreover, that fee is deducted against the eventual cost of repairs or replacement services, agreed upon in advance with each customer, prior to work commencing. 
  With Ms. ***** ******* call, JDL provided an initial evaluation ($30 Booking Fee) of the **** System, which was inoperable at the time ************** arrived, highlighting multiple improper installation issues including an electrical short to the ground.  Given these findings, Ms. **** requested an additional ******* (i.e. Diagnostics) which included a written Report of Findings, along with JDL's recommendations. To reiterate, the $30 Booking Fee was applied against the additional Diagnostic services requested totaling $89, resulting in a net additional cost of $59 all explained upfront to ********** as is our standard practice with all our Valued Customers).
  
  *************** Ire, took great care to extensively document his professional findings including his assessment that the system appeared to not have been properly maintained since its installation over eight years ago, which is at odds with manufacturers recommendations and likely contributing to its current condition.
  
  At the request of Ms. ***** *************** Ire, prepared an estimate for the recommended repairs as well as an estimate for the full replacement of the **** System.  Again, the $89 Diagnostic Report Fees would be applied against any repair or replacement services.  
  
  It's understandable that Ms. **** sought assurance that any repairs would hold given the poor state of the **** system. However, due to the extent of those identified issues and other improper installation practices noted, JDL understandably could not provide a guarantee for the repairs that Ms. ***** understandably, required.  
  
  The $89 Diagnostic fee was earned for the professional services our JDL Technician, Ire, rendered; moreover, we fully support Ms. ***** decision to seek a second opinion and are pleased to hear that the issue was resolved for less cost. Your experience serves as a reminder of the importance of trust and accountability in our industry, and we are committed to doing our part.
  
  Please feel free to reach out with any additional questions or concerns.
  
  Regards,
  
  ***********************
  Chief Financial Officer
  ******** & ****************

• Initial Complaint

  Date:06/20/2023

  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.

  For starters, my HVAC unit froze up and went out on 06/10/2023. In turn, I called ************* who agreed to dispatch a tech on 06/12/2023; which didn't happen, so I ended up calling JDL HVAC on 06/12/2023. I paid the $30 service fee and they advised a tech would come to the home on 06/13/2023. He completed an assessment of my HVAC unit and explained that there was black mold inside and based on the year, make, and model of the system it needed to be replaced. He provided me with an estimate that included three options and in turn, I chose the second to highest option (i.e. *******). I completed the financing application, was approved, and the technician advised the earliest available appointment would be Friday, 06/16/2023. I agreed and he advised to "call him if anything changes between now and the appointment". So, I assumed that I could cancel the appointment as long as it occurred before Friday, 06/16/2023 because he did not mention/or explain that I waived my right to cancel within the 3 day window. Deliberately not informing customers of terms/conditions written within your contracts/and or invoices is considered entrapment in lieu of heinous, erroneous, malicious business practice. When I called to cancel on Thursday, 06/12/2023 I spoke to a women and her tone immediately changed. **** then went on to state that I "waived my rights to cancel within the 3 day period" and "she would have to talk to her manager about cancellation". Immediately thereafter, the HVAC technician called and attempted to change his story stating that "I chose the installation date of Friday, 06/16/2023 and waived my rights to cancel". He then attempted to extort information from me, in lieu of attempting to play on my emotions stating he was a "friend". In order for the terms/conditions to be applicable I would have had to cancel the installation on the same day in which the service call occurred (i.e. Tuesday, 06/12/2023) because Wednesday-Friday would count as the 3 day window.

  Business Response

  Date: 07/05/2023

  Here at JDL HVAC Services, we pride ourselves in being trustworthy, honest, and transparent. 
  
  The contract that you signed, stated that you waived a three day cancellation period. The contract document is designed to stop you from committing until you read and accept prior to signing the waiver. 
  
  The technician went through the product selection with you and ensured your schedule aligns with the proposed installation date that was agreed upon with you. The technician further said to call the office if your schedule changes, not if you decide to get additional quote while using our pricing to secure a better deal from a competitor that was looking to steal business away from us?
  
  Contract for the replacement of the system is like any other contract that should be read through, thoroughly and understood before signing the commitment to the contract. 
  The desire for a sooner day was never expressed to the office or the technician. The Friday date that was chosen, did not present a problem until the cancellation fee was mentioned. When you called into the office and the administrator let you know about the cancellation fee, that is when the issues of the date and the clause of the signed contract were brought up. 
  
  The administrator had advised that you signed the proposal and read the waiver to you. You did not accept the fact that the contract was signed by you and that waiver is a separate prompt you would have had, to read through, and hit the next button to finish signing the proposal. The cancellation fee is also addressed in the terms and conditions.
  
  Yes, we are a friendly company and look out for the best interests of our clients. When we spoke over the phone, we gave you yet another chance to honor your contract, but you wanted to go with the other company because of additional work with the water heater they were installing for you and that their payment plan was more suitable for you? You mentioned you'd pay the cancellation fees promptly. It is unfair to allege that we misled you, when in fact everything was crystal clear, in white and black through the contract documentation. 

  Customer Answer

  Date: 07/08/2023

  Complaint: ********
  
  I am rejecting this response because the business owners refuse to acknowledge that they are operating with heinous, and malicious intent out of desperation! Now only are the business owners desperate for some odd reason they resent me the invoice like I was going to pay it when in reality the 3 day cancellation timeframe doesn't even apply which I have clearly explained. Companies like JDL do not need to be in business because they have no clue how to truly operate a legitimate business where customers are not taken advantage of, so that they can profit. Most HVAC companies do not have to order HVAC systems because they have a stock of them at their warehouse or location. Not to mention, it seems as though the technician who was at my home is the same person responding to this complaint which makes matters even worse! As a customer, I have the right to change my mind at any time and regardless of their **** poor response the fact still remains that technician did not explain that I was waiving my rights to cancel. Furthermore, if this was a legitimate business that operates off of integrity then the company would not have to willingly and deliberately operate with deceptive business practices, trapping their customers in contracts where they have no options. Most entities who have legit contracts with cancellation clauses make sure to explain this upfront, however this was not the case and the company needs to own their blatant failure. At this point, because of my **** poor experience and the back and forth I will be moving forward to file a complaint with the Maryland Attorney State General and if necessary will consult with a lawyer before filing a complaint in Prince Georges  County Small Claims Court. 
  
  Regards,
  
  *************************