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:05/09/2023

  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.

  I had a service appointment to check our coil for leaks. **** from ***** mechanical was nice and said our coil is covered by warranty but is backordered till June. Later that day, April 20th, **** left me a message saying the coil doesn't qualify for a warranty since we didn't fill out registration. The voice mail said ***** the project manager will contact ** to get a quote for new coil. Our system was from 2014, so 9 years old. Up to this point, I was ok, though frustrated.However, after weeks of not hearing from ***** from Jewel I contacted Jewel Mechanical. The lady on the phone, although nice, had no idea who we were nor any details about our repairs in the computer..My wife and I scheduled a phone call with *****. ***** was very rude and abrupt and stated nothing changed since the last time I talked to you, the coil is not available indefinitely and you need to buy a new system.Talk about the run around!!! I went from a coil that was covered by warranty and I was quoted by **** for a labor charge of $****-1800 to; *****, rude to my wife, saying it's the same info he told ** before. Which is a lie! Then he upped the labor charge from **** to **** plus $**** for the new coil, which now is apparently permanently unavailable.So my complaints are; complete lack of communication. Having to start from scratch explaining our situation to the phone receptionist. And a progressive up-charge and markup. I was told the cost of the coil was around $900-1100 and somehow it appreciated 200% once ***** the business manager got involved.I'm reaching here, but once ***** was talking to my wife, I sense that ***** from Jewel unleashed his anger and then took advantage of her by inflating the prices, from $3000-4000 to ****k for a complete new heat-pump system.My advice be very cautious, I sense this company was very comfortable taking ** from a $**** dollar warranty coil replacement, to a $****k total system replacement.

  

  Business Response

  Date: 05/09/2023

  **************,

  Thank you for speaking to ** on the phone today.  We strive to have the best communication possible with each and every customer.  We could have communicated better with you and will continuously work to do so in the future. We are currently working with Lennox.  Once we receive the original installing contractor equipment registration, we will be able to order the coil under warranty.  Unfortunately, as of today, the coil is scheduled for production the end of June.  We understand you do not want to replace your system.  This option is only given, in possible warranty situations, if we cannot get the parts from the manufacturer in a timely manner. You or someone in your household may not be able to be without air conditioning for several weeks.  It is entirely the homeowners decision on how they would like to proceed.  Again, I thank you for bringing this to our attention and we hope to have a resolution for you shortly.