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:08/11/2023

  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.

   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.****, the owner herself called me and said it was not fair for me not to pay her because they did a lot of work for just a little hole on the turf. I advised her that I have cameras and talked to my nephew who had just cleaned the yard 2 days before and ***** technician who had just sprayed the yard the day before and the damage was not there beforehand. She stated that she could send one of her employees (**************** who worked in construction before and knew how to install turf go fix it. Her employee (****************) did swing by, looked at the damage, he measured the are and the entire front yard and asked to see the extra turf that I advised I kept from the original turf that was installed approximately 3 years ago. He talked on the phone and then came back to ask to see the extra turf again and cut a piece from it to take with him. I advised him that the grass was with 15 year warranty, it was a very good job and I did not want a bad patchy looking job on there because it is in front of the door. He asked how much it cost and when it was originally installed. I gave him the wrong info because I did not remember off the top of my head but, found my receipts and turf warranty about an hour later. I sent pictures of receipt and warranty to *****. I texted her again and she stated she had contacted the original installers from the pictures that I sent here but had not heard back from them. I eventually contacted the installer myself after not hearing anything back and he said that he was charging $500 and sent me an invoice. I sent the invoice to ***** however, she said he needed to send it to the company name not my name and he told here he was charging her $345. I asked if I could look around for recommendations to see if I could find someone else because rain was in the forecast, I dont know if screening underneath the damaged turf was also affected and I dont want weeds to start growing in the middle of the turf once it starts to rain. She said that would be fine. Later. I asked if **************** did not feel confident to fix it and she said yes, he could fix it. She has been going back and forth with texts and not meeting expectations or her responsibility to damage her employees caused. It has already begun to rain on the damaged turf (possibly the screening underneath) and has not had the turf fixed as of 8/9/23. I would like to have the turf fixed or a $500 reimbursement from the damage her employees caused so that I can pay someone myself to fix my turf.

  

  Business Response

  Date: 08/11/2023

  Hearing a noise does NOT make Refrigeration Express responsible for the damage on the artificial grass. The work that entails to install refrigerated air is noisy. Even though the turf area was far from where the technicians were working, we agreed to repair two tiny holes Ms ******* found on ********. The installation was done 7/21/23 and we sent *************** on 7/25 to repair area. *************** did not repair the area because Ms ******* did not make him feel comfortable with her behavior. 

  Ms ******* asked us to use the original company that installed that section because she did not feel comfortable with us repairing it. We agreed to please her and got in contact with *******. We sent the picture of the two small holes to get a quote and we were quoted $340 to repair. ******* was not aware of the address they were going to work on at this point. We accepted the repair and asked them to provide us an invoice to cut them a check. After a few days of not receiving a written quote or an invoice, we advised Ms ******* of what we were facing. Right after speaking to Ms ******** we received a call from ******* asking us to pay Ms ******* direct $540.17. We asked why the price had changed and that we would not pay Ms ******* direct. After going back and forth with ******* and Ms ******** the repair WAS delayed. At this point we declined to use Synlawn.

  On Tuesday 8/8/23 Ms ******* was contacted and scheduled for 8/9/23. Right after she was scheduled, Ms ******* started sending negative texts demanding for it to be repaired immediately. She started blaming Refrigeration Express for the delay and threaten of course to use other methods without giving us the opportunity to repair. She does not understand how the Better Business Bureau works. She feels it needs to be taken care of whenever she says and how she says. The area was repaired 8/9/23 and we only paid $100. Please see pictures attached. There is nothing to reimburse.

• Initial Complaint

  Date:06/30/2023

  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 am rejecting this response because:

  Refrigeration Express is deflecting their responsibility. Again, everything was working since April 2022 until the compressor failed in June 2023. When the company replaced the top unit they pinched a cable and that is why the fuse blew. It had nothing to do with the Smart Thermostat.

  Refrigeration Express is not taking responsibility for pinching the cable, blowing up 4 fuses and one transformer. People take responsibility for your first technician who messed this up.
  
  

  
  d disconnected the Sensi smart thermostat from the control board and connected a new thermostat directly to the control board of the furnice. The fuse popped again. At this point the Sensi smart Thermostat was excluded from causing the problem. The Technician checked the installation of the top unit and showed me a picture of pinched control wires that come from the control board.The Technician repaired the cable and the Unit with the thermostat connected directly to the control board was working.I was told that I would have to pay $450 because my cabeling on the thermostat was wrong. After i said i am not paying for the companies fault because they pinched the wire, the lady ( ******) i talked to, told her technicians to remove the thermostat and transformer but ALSO THE DISCONNECT FROM THE *** CONDITIONER UNIT ON THE ROOF.That was not their part to take. The transformer and Thermostat have to be reinstalled and especially the disconnect has to be surrendered asap.

  

  Business Response

  Date: 06/30/2023

  We were hired by the home owners home warranty to service the air conditioning unit. We understand the tenants were without air conditioning but the owner of the house is using her home warranty protection plan and they need to respect her decision and the process. The home owner and tenants also need to respect what the warranty covers. The home warranty asked for pictures and they did not approve the additional repairs. Refrigeration Express makes no decisions. This is between the home warranty and home owner.
  

  A quote for $450 was provided for the additional repairs and both home owner and tenants refused to accept repairs. 

  

  Business Response

  Date: 07/12/2023

  This is an invalid claim. The compressor, the capacitor and the transformer were replaced because of the wiring done by the tenant (pictures attached). The technician found out after the compressor was replaced because the system blew the transformer and capacitor. Technician had to do a second diagnostic to see what was causing the electrical shorts. He traced the wiring to the thermostat and found a metal box next to the thermostat with a weird setting. When he tried to open the box, he got an electrical shock that pushed him a few feet away. He advised he had to turn off the breakers but the tenant did NOT allow him. She said her husband was to be there since he was the one that did all that wiring. We returned several days later and opened the metal box. We found wiring that had no wire nuts touching the metal box causing the short. The tenant is an electrical engineer that claims his work did not affect the unit. The insurance was notified and the insurance DENIED the home owner any further repairs. 

  We had already installed a second set of a new capacitor and a new transformer. The technician had also rewired the furnace to a new thermostat and had shown the tenant that the unit was working and that his wiring had caused the problem.  At this point, the home owner was advised that the insurance was not going to cover any more repairs. We provided a quote to the home owner of $450. The home owner refused to pay and the tenants were left without cooling. Our technicians were instructed to remove the second set of items installed. They cannot file a complaint on something they have not paid. We were not hired by the tenants nor by the home owner. WE receive orders from the home insurance. The home owner ******************* called yesterday to make arrangements to proceed with repairs but we are not sure if we will be accepting. We have the right to refuse service.

  Customer Answer

  Date: 07/14/2023

   I am rejecting this response because:
  
  Your pictures show what the technician did. Picture 1 show how the Thermostat was when you replaced the compressor. All the other pictures where taken after your technicians took the wiring from the Thermostat apart. It is unbelievable how unprofessional this company is. You are lying straight up to deflect your responsibility. Ask any electrical engineer if a thermostat wired wrong can cause all of this. I do not see the picture with the pinched wire that your technician took. That would be the evidence of your failure that all of this was caused by your first technician who pinched the wire on the top. Oh ok that picture of course is not good for you.

  I had a second Air condition company evaluate your work and they came to the conclusion that the tripped fuses on the control board and the burned transformer were cause by the short in the control wire on the top. 

   

  

  Business Response

  Date: 07/17/2023

  We can continue arguing back and forth like we already did over the phone. It is a never ending story here. The home owner already called the insurance and they denied any further repairs. She is not covered in these areas. You are the tenant without AC. You and your wife already threat to place bad reviews for this company everywhere and we are okay with that. Everybody can read these comments and everybody can see the wires inside that box. Everyone will make their own opinion of who is trying to take advantage of who and we will not fix anything for free.