Complaints

This profile includes complaints for Morris-Jenkins's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Morris-Jenkins

  13725 S Ridge Dr Charlotte, NC 28273-7279

  
• 

  Morris-Jenkins

  PO Box 410167 Charlotte, NC 28241-0167

  

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:08/16/2024

  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.

  This is a complaint against Morris Jenkins for poor work quality and dishonesty with a desire to end the maintenance contract, have them cover the cost of my damaged ceiling and not be connected with this company in any fashion going forward.

  

  Business Response

  Date: 08/19/2024

  *********
  ************************************************************************************
  
  Complaint ID ********
  
  After reviewing the work notes, it was determined that the water damage was a result of a failed component and not related to any work performed by our technician.
  
  However, at the request of *********************, we have refunded the money this customer spent with ********************** and will at her request, discontinue any further business.

  Morris Jenkins is not responsible for any water damage to ************************** home.  

  
  *********************
  HR Director

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 was totally scammed by Morris Jenkins today 7/31. I had issues with my garbage disposal not operating correctly and I called a reputable company like Morris Jenkins to come and take a look. They took advantage of me being a young female who could not understand what the primary issue was. They did not give me an upfront price breakdown as to why a simple garbage disposal replacement was $776.38. The **** GX Stainless Steel 3/4 Horsepower is $200 at MOST on any website selling this exact unit. Labor and taxes could not have equated to over $500 for a less than an hour job. They preyed upon the fact that this was an urgent matter for me and if I let them go I would be "wasting money" with paying the cost to bring them into my home and then looking for another inquiry. I am truly disappointed with the service that Morris Jenkins brings. This is supposed to be a renown family oriented company that cares about their customers and never have I ever felt so taken advantage of simply because I am a young woman. I hope that BBB can help me find the justice that I need in getting my fairly priced cost. It should not have costed that much.

  

  Business Response

  Date: 08/05/2024

  Thank you for forwarding the customer's feedback to us, we appreciate the opportunity to address our customers concerns. 
  
  Our plumbing service technician was called out to our customers home on 7/31/24 because her kitchen garbage disposal wasnt working properly.   After assessing the situation, our technician offered the customer several options.  She chose our base model, which is a horsepower disposal.  She was provided the pricing of the job and she signed off on the paperwork prior to the work being completed.
  
  Our Plumbing supervisor reached out to the customer to discuss her concerns. He explained how our flat rate pricing was inclusive of everything.  The equipment, drainpipes and traps needed, and the labor to assess the issue and install the equipment.  The customer was given a 5%discount that day.
  
  We are sorry the customer feels we took advantage of her.  That isnt how we do business and we wouldnt have over ****** ****** reviews with a 4.9/5 rating if we did.
  
  As an act of good faith, we agreed to refund $250.  The customer indicated that she was happy with the outcome. 
  
  Thanks for bringing this to our attention and the chance to provide a response.

  Customer Answer

  Date: 08/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. I appreciate the time ********************* took out of his day to call me and review the details of this case and I am glad we could reach a middle ground. 
  
  Thank you. 

   

  ******

  
  

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In Nov 2020, 10 days after I'd closed on my ***** Sq foot house, I smelled something burning. Because the reviews, I called Morris Jenkins (MJ). HUGE mistake. They told me I was being poisoned by "odorless poisonous gas" due to a refrigerant leak and the zones weren't programed correctly. The quote was right below $24k!! Because it was in the midst of the pandemic, I called a couple other companies but they were behind. So, because I was convinced by the tech that we and our animals were at risk of being posioned, I paid about $24K (plus 9.9% interest) for a new **** and they "fixed the zones." Then, last year, the hardwood floors in my home started cupping. Turns out the **** was not dehumidifying correctly. Well, ** sent out a tech for a warranty call ; he was so unprofessional. He went up in the attic, messed with some settings, then told me there was nothing wrong with the unit and that I owed a service charge. I argued but he insisted (even though it was a warranty call). I paid. Then, about 15 mins after he left, I noticed there was no air coming out of the vents!! I called MJ back and they had to send a different tech out around 11pm (hours later). The second tech told me he had been sent out four times in one week to fix what the first tech had messed up at four places that week! The refunded the service fee.I'm selling the house and the buyers had an inspection. Inspector found the gas lines going to the new furnace weren't cleaned properly, so they were corroding. The inspector and the **** company I hired to fix this could not believe ** did not handle this when they installed the unit or the previous year when there were four techs and a supervisor looking over the system.** took advantage of me when I was desperate and lied to me about the unit would poison me if it wasn't changed as soon as possible. Predatory pricing. I want them to reduce the original loan from approx. $22K to $16K.The business can email me but I don't want them to call me.

  

  Business Response

  Date: 08/01/2024

  Thank you for forwarding the customer's feedback to us, we appreciate the opportunity to address our customers concerns. 
  The customer originally called us out on 8/16/23 for high humidity and cupping floors in the home. The technician checked the humidity in the air with his tool that measures both humidity and temperature.  One thermostat was reading 48% and his tool was reading 42.2%.  The other thermostat was reading 66% and the air was measured at 46.2%. The ideal humidity level is around 55% or lower, so the true humidity in the home was better than whats considered normal.  That lead the tech to believe that the thermostats needed calibrated, which can be an issue with thermostats.   After the tech recalibrated the thermostats,they were reading accurately.
  When investigating the issue with the cupping floors, the tech went into the crawlspace and found a dehumidifier running and the crawlspace dirt very moist and a puddle coming from an unknown pipe. The customer was aware of the moisture problem and had a vapor barrier installed in May.  While vapor barriers are a positive action, the home still had a moisture problem which is why they were using a dehumidifier.   This could be the cause of the hardwood floors cupping.  The system that Morris-Jenkins installed in 2020 was not for the downstairs, but rather services the upstairs of the home.
  While our tech was assessing the issues, he collected 81 photographs supporting the above information during his visit on 8/16/23.  We have attached 3 photos showing the humidity readings on the thermostat and thermometer.  Additionally, there is a photo of the damp dirt and crawlspace.
  We are sorry this customer is experiencing an issue but the cupping is likely due to the crawlspace moisture and not humidity levels since those were found to be normal. 
   Thanks again for passing along our customers feedback.

  Customer Answer

  Date: 08/01/2024

  Morris Jenkins (MJ) response contains numerous inaccuracies. The complaint responder (CR) intentionally misled regarding the unit I purchased in 2020. Upstairs is a Finished Room Over Garage (FROG) (439sq ft). If the $24K **** was only for a FROG upstairs, MJ definitely price gouged me.
  I called on 8/14/23,not 8/16/23 (txt msgs attached). The humidity was lower when MJ came out because I bought two dehumidifiers when the floors cupped, per the advice of a remediation company and a hardwood expert that both came out to consult and concluded it was due to the **** not properly dehumidifying.
  Regarding the Ecobee, MJ did not install the Ecobee correctly; MJ did not seal off the air from inside the wall, so the Ecobee was taking the humidity from the inside of the wall. I called Ecobee and they told me how to fix the issue.
  There was no moisture problem in the crawlspace (crlspc). The prior vapor barrier was 12 years old and breaking down; so, I had it replaced. Terminix checks moisture levels yearly; there was NEVER a moisture issue. It is normal for a crlspc to have a little water from rain the prior day, verified by DryPro. DryPro is a foundation expert (which MJ is not) and confirmed there was no moisture issue in the crlspc. However, after three MJ tech visits, ****** went in the attic and recorded where there was air pouring out from the **** unit (video attached). As a result, a MJ supervisor sealed the area so it would no longer leak air; I never had a humidity issue again.
  ** did not address the lies that the refrigerant leak was going to poison us if not resolved immediately, or why the gas lines were corroding to the unit they installed after only three and a half years. ** did not clean the gas lines, per the home inspector and a separate, reputable **** company (pictures attached). This could have caused a fire or explosion. Again, I ask that MJ reduce the original loan to $16K. Otherwise, I will post about my experience on reviews and social media.
  

  

  Business Response

  Date: 08/06/2024

  Upon further research into this claim we feel this is a pricing complaint.  

  
  Morris Jenkins installed the unit in November of 2020. There was no other communication from the customer concerning the system we installed until August of 2023.  On the day in question, we inspected the unit and provided feedback to the customer.  As a side note, the actual temperature on August 15th, 2023, was 94 degrees with a real feel of 104 degrees, which in itself would cause any home to feel a little more humid than normal.  Since our last visit in 2023, the homeowner has not reached out to us to discuss any issues nor did the homeowner reach out to us when she received the report from the home inspector.  

  
  As stated before, Morris Jenkins identified moisture in the crawl space along with thermostats that were not calibrated properly and corrected the thermostats.  The homeowner was running dehumidifiers to try to control the moisture in the basement, which was still present as seen in the pictures our technician took on his last visit.
  

  Since we received this request, we have tried to reach the homeowner, however, she has not returned our call, emails or text. Additionally, we've found that she no longer owns the home as it was recently sold in July of 2024.  As we have with all our customers past, present,and future, if the homeowner would have called us with these concerns, we would have worked to remedy any issues that *** have been a result of our work. However,in this situation, this did not occur, therefore we stand by our belief this is more of a pricing complaint rather than an issue with our work as the homeowner alleges.  However, in an effort to work with this customer, we will agree to reimburse ****************** $3,000 of the $6,000 that she is requesting. This would be issued in a check written to ****************** as we are not able to make any adjustments to the financing she received for the installation of the unit.  

  Customer Answer

  Date: 08/07/2024

   
  Better Business Bureau:
  
  I have spoken with Morris Jenkins, and we have come to a resolution.
  
  Thank you. 

  ******

  
  

• Initial Complaint

  Date:07/25/2024

  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.

  So the reason I called Morris Jenkins to come out was because I saw they had an AC Check'n'Wash - $69 special and I wanted to have them come out and check the system out for me while they were running the special. They came out and he ended up telling me that the unit had about 1 year left before it would need replacement which I agreed with. He then said he can place a surge protector on the unit which would make the unit last at least two years, protect it from storms and power surges. Come to find out I had another company come out to replace the system and I asked to have them transfer the surge protector over and they told me that it is not actually a surge protector like Morris Jenkins told me it was. He said all that device does is allow duke energy to decrease my units performance when the grid is being used by a lot of people. I feel that morris jenkins took advantage of my ignorance on the topic and utilized deceptive sales tactics, I felt scared that if I didnt add this device to my exterior unit then we could have a catastrophic failure of the entire system. The reason this complaint took me over a year to file is that I was unaware of the deception until I had another company inform me of the situation.

  

  Business Response

  Date: 07/31/2024

  Thank you for forwarding the customer's feedback to us, we appreciate the opportunity to address their concerns. 
  
  Our Service Manager reached out to this customer to discuss the issue.  The customer allowed us to come to his home to determine what was attached to his new ** unit.  Our surge protectors are installed in the electrical panel inside the ** unit. When the new company replaced his old **, they took away the unit and didnt transfer the surge protector to his new unit as he had asked.  The customer does have a *********** load control attached to his new unit, but its not wired in.  We do not supply customers with the Duke boxes.  It would seem the other company indicated we installed that and led the customer to believe that we were deceiving him by calling it a surge protector.
  
  We cant show the customer the surge protector inside his old until since they discarded it, but we will return and install a new surge protector inside his new unit at no cost.
  
  Thank you again for letting us respond to this concern.

• Initial Complaint

  Date:07/22/2024

  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.

  I paid almost $600 to have the A/C unit full diagnosed and repaired, but the technician never bothered to tell me the unit was frozen up, and that it likely was low on freon. Instead he charged me to replace a capacitor, didnt check to see if the system was frozen over, and told me the capacitor would get everything running again. He never actually diagnosed what caused the capacitor to fail, which was excessive runtime due to the unit being frozen up. The $600 charge was gouging, on a $75 part at most. Even labor a couple hundred wouldnt have amounted to the $600 I was charged. They ripped me off, thats WAY above standard and usual prices for a simple capacitor replacement, especially when they did nothing to actually diagnose the **** CAUSE of the problem. Only fix the one failed part. I was taken advantage of.

  

  Business Response

  Date: 07/24/2024

  Thank you for forwarding the customer's feedback to us.  It is certainly our intent to have satisfied customers so we are happy to respond and come to a resolution.
  
  We are very sorry that our service fell short of our customers expectations. Our Service Manager reached out to the customer and discussed his concerns.  We will refund the customer half of what he paid.  The customer indicated they were satisfied with that outcome.
  
  A refund will be made to the original form of payment.  Please allow 5-7 days for your bank to process the refund.
  
  Thanks for bringing this to our attention and providing us a chance to respond.

• Initial Complaint

  Date:07/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 the last 6 years we have used Morris Jenkins for all our HVAC needs. They come out every 6 months for our priority advantage membership to clean and do maintenance on our HVAC. On June 5th they did our 6 month maintenance and told us everything was great. I asked if they could clean our air ducts because our children were repeatedly sick. They told me they dont clean vents and had no recommendations for me. So I called another service provider to come out to check/clean my vents. Within *************************************************************************** he knew exactly why my kids were sick. Many of our air ducts with cracked or broken and 2-3 were hanging completely on the ground not connected. Morris Jenkins did not bring any of this to our attention in the 6 years we used their service. And there last service on our house was just 24 hours before the new provider came out and found all the damage. Morris Jenkins neglected to look at our air ducts and tell us they were broken; discounted and hanging. We entrusted them to do this service for over 6 years and they did not follow through on it. Causing us to spend a large amount of money to replace our entire air duct system because of their negligence.

  

  Business Response

  Date: 07/22/2024

  Thank you for forwarding the customer's feedback to us.  It is certainly our intent to have satisfied customers so we appreciate the opportunity to investigate and respond to our customers concerns. 
  
  Our Service Manager has communicated with the customer several times in the past week to discuss the issues.  We have resolved the situation and come to a resolution with the customer.  The customer indicated he is satisfied with the outcome. 
  
  Thank you for allowing us to respond.

  Customer Answer

  Date: 07/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:06/27/2024

  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.

  Unreasonable service fee and estimate.

  

  Business Response

  Date: 06/28/2024

  Thank you for forwarding the customer's feedback to us, we appreciate the opportunity to address our customers concerns. 
  
  Without any explanation from the customer, this is difficult to address.  We researched our Plumbers notes and saw nothing to indicate there was an issue.  *** standard service fee to come to the customers home and assess what they called us about is $89.  This is shared with the customer when they make the appointment. This appears to be a pricing complaint but in good faith,we will refund the $95.01 he paid.  Please allow 5-7 days for your bank to process this on your credit card.
  
  Thanks again for allowing us to respond.

• Initial Complaint

  Date:06/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The date of the transaction was on 4/25/2024. I paid a total of $1,099.31 to Morris Jenkins for them to replace the exposed Pressure Regulating Valve and the expansion tank. I believe I was getting significantly overcharged since other plumbers who stopped by at a later time told me that these two replacements would only cost less than $500. I filed a complaint with Morris Jenkins and one of their manager reached out to me, but he was basically saying these charges were reasonable and there was nothing he could do about it. The invoice# on this is *********.

  

  Business Response

  Date: 06/24/2024

  Thank you for forwarding the customer's feedback to us, we appreciate the opportunity to address our customers concerns. 
  
  Our **************** Manager reached out to the customer on Friday, 6/21.   We received this complaint that evening.  They had a discussion of his concerns and in good faith we are refunding the customer $375 + tax.   The customer indicated they felt this was a fair resolution. 
  
  A refund for $402.19 has been processed today on the credit card provided.   Please allow 5-7 days for this to post with your bank.  If you dont see it in that time frame, please reach out to us.
  
  Thank you again for letting us respond.

  Customer Answer

  Date: 06/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:06/21/2024

  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.

  I have a service membership for my HVAC with Morris Jenkins. I am finding out that every time they come in for service they propose unnecessary repairs and replacements and charge exorbitant amounts for any work they do.On May 18, 2024, they came to service my HVAC system to have it ready for summer. The technician first told me that my HVAC is very old and needs to be replaced, I asked how much it will cost. The estimate was around $20,000. So I told him that i will wait on that because I do not have that kind of money. Then he gave me a list of other parts that should be replaced to keep the old system working. One of the parts was a capacitor/dual motor starter that was not working within its specifications, He told me that replacing it would help reduce the pressure on the old compressor. So I said sure, I was told that it will cost more than $400. I said yes, because i though that in order to keep the old HVAC going i will need to make that change. Later in the evening after the technician left, I went online to check how much that part cost, I found out that the online price of that part is only $30-40. Which made me very upset. Because I am paying this company a month membership fee of $39 or $468 a year for their services. For which they are support to service my equipment. But then they come and charge me 10 times more than the market price of a part, it is outrageous. I am not even sure if I really needed that part or not. I am OK with paying a market prince with a reasonable premium lets say 20-30% but paying 1000% is not right.The technician also quoted me $500 for adding ********* to the my HVAC equipment which I luckily declined. Which is also way less in the open market than he quoted.Now I am not sure, if i trust their advise or not. I think they are abusing their customers and engaging in price gouging. They try to gain access to the home by offering memberships but then abusing their customers.

  

  Business Response

  Date: 06/27/2024

  Thank you for forwarding the customer's feedback to us, we appreciate the opportunity to address our customers concerns. 
  
  When a customer calls us with a problem concerning their A/C or heating systems, our goal is to assess the issues, present options to the customer and allow them to choose which option is best for them.  In this case, the customer chose to repair his system.
  
  Our Service Manager reached out to the customer to address his concerns.  ********************** provides a complete service for our customers and not just a part from the internet. Morris-Jenkins offers same day service in many situations, trained and certified technicians that can provide an education to customers not only on how things work, but also on the latest codes. We also have trucks that are stocked with many parts to make a same day repair and we offer service until Midnight and on weekends with no after hours charges.  Customers also benefit knowing that there is a warranty on our work as well as the parts.  If something isnt right, we will take care of the customer and make the situation right.   All those things come at a higher price than simply buying a part somewhere.
  
  Hopefully after the conversation with our Service Manager, the customer no longer thinks we are trying to take advantage of our customers, but just offering a different and elevated service for people to care for their heating and air conditioning systems.
  
  Thanks again for allowing us to respond.

  Customer Answer

  Date: 06/27/2024

   
  I am rejecting this response because:

  I do not agree with their business model. Im already paying them a premium every month, which is approximately $50 for the premium service theyre providing.
  But then to come into my house and tell me that they will replace a part which is costing $40 and then charging me $400 for it is unacceptable.
  If you look at the invoice that I have attached to the initial complaint , there is no breakdown of the price and labor they charged.
  Please forward this complaint to consumer protection bureau for further investigation into their business practices. 

  

  Business Response

  Date: 06/28/2024

  We are sorry this customer doesnt agree with our business model.  We have been in business since 1958 and have utilized this business model for many years.  We have over ****** ****** reviews with a 4.9 (out of 5) rating.  We make every effort to make the whole Morris-Jenkins experience easy for our customers to do business with us.  We have flat rate pricing, which includes parts, labor to install them and the benefits mentioned in our prior response.  Our service may not be for everyone.
  
  In good faith, we are going to refund this customer half of what he paid. We will refund $223.10 to the credit card used.  Please allow 5-7 days for the bank to process.
  
  Thanks for allowing us to respond.

  Customer Answer

  Date: 06/29/2024

   
  I am rejecting this response because:
  I am not filing this complaint because I am looking for a refund for the service provided, I am filing this complaint because Morris Jenkins business model is not a fair market practice. The company is involved in the business of price gouging and taking advantage of the customers who do not know the details of the work they do and how much they are being charged for it. That is the reason why I am raising this issue. I want ************************** to audit this business and share their findings with the public. If BBB can assist with forwarding this complaint to the ************************** the that then it would be great if not then I will go ahead and file a separate complaint with them myself.
  Please do not refund me 50% of the service charge, i am not interested in that. I am filing this complaint as a good citizen of the society who wants to make sure that other people like me are protected from this scam.

  Thank you!

  
  

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On April 23, Morris Jenkins came to my home to fix my aircoditioning.My bill for that service was 647.96.Shortly after my airconditoner stoped working again.I called another company to repair my airconditioner.They replaced the thermostate,it works fine now.

  

  Business Response

  Date: 05/16/2024

  Thank you for forwarding the customer's feedback to us, we appreciate the opportunity to address our customers concerns. 
  
  Were sorry to learn that this customer is experiencing an issue.  They called us out on April 22 because their A/C was not coming on.  Our technician performed a thorough evaluation and found that the contactor failed and it burned out the transformer in the air handler.  He received permission from the customer to replace the parts.  The system was functioning properly at that time.
  
  Our Service Supervisor has reached out to this customer and left 2 messages once we received this complaint.  This was the first we had learned that there was an issue after the parts were installed. Instead, the customer chose to contact a different company to assess and apparently install a new part. 
  
  Morris Jenkins stands behind our work 100% and because this customer is a Priority Advantage member, there is a 2-year warranty on the parts.  However, we need to know there is an issue before we can help.  We have left 2 messages with no return call.  Wed like to help this customer and take a look at the situation to make sure everything is working properly now.
  
  If we hear back from this customer, well do whatever is necessary to correct the issue and make it right.
  
  Thank you again for letting us respond to this concern.

  Customer Answer

  Date: 05/20/2024

   
  I am rejecting this response because:
  It. Is unacceptable 

  

  Business Response

  Date: 05/23/2024

  We are sorry the customer isnt satisfied with our response.  On 5/21, our Service Manager was able to reach the customer to have a discussion. He explained that when the tech arrived, the transformer was burned out.  He replaced that and when it didnt start back up, the next component to consider is the contactor.  When that was replaced, the system started running again. That indicates some sort of surge or spike in the electricity from a utility or possibly a thunder/lightning storm.  Since the system was operating properly at that time, the technician left.
  
  Because of the surge, it can also compromise other components that surface later.  In this case, the thermostat was affected. 
  
  We understand that it can be frustrating when multiple parts fail.  In good faith, we will refund $400 to the customer.  The customer indicated that he was satisfied with the outcome. This will be refunded to his original form of payment.  Please allow 5-7 days for it to appear in his account.
  
  Thank you for being a Morris-Jenkins customer.  

  Customer Answer

  Date: 05/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you.