ComplaintsforJackson Plumbing, Heating & Cooling, Electrical & Septic

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My heat pump unit would not cool and I called Jackson Plumbing, Heating & Cooling to send an HVAC Technician to find out the problem. When the technician arrived, he was asked to test the system to determine the problem. I informed the technician of my home warranty on HVAC units for repair or replacement. Within a few minutes, the technician presented me with a catalog of HVAC units. He stated my unit was non-functioning and unserviceable. The technician recommended replacing the unit and stated it was not worth repairing and he would not repair it. He further recommended a preferred and specific unit. The technician gave me the total cost for removing the old unit, installing the new one, and the warranty. I informed the technician that I needed to contact the insurance company and get back to him. The insurance company provided me with a Claims Verification form that had to completed by the technician. I informed the technician to complete the form and for me to review. However, he did not comply with my request. The technician did not complete the form. Rather, he had the company's business development specialist complete it. And sent it directly back to the insurance agent, without my review. After receiving the form, the insurance agent denied the claim, citing the technician's claim of pinholes in the unit. I informed the insurance agent that the technician did not inform me of such. The insurance agent inquired about the diagnostic test. When I informed the technician of the claim being denied and asked about the testing, he stated he did not perform any diagnostic testing because he made an assumption that pinholes were the problem since the unit was an older unit. I subsequently sent emails and made several attempts to contact the business development specialist to ask that he rescind the claims verification form. After 17 attempts whereby the staff prevented me from doing so. They lied to me, ignored my calls, and they even hung up the phone on me!

  Business response

  02/01/2022

  Business Response /* (1000, 5, 2021/11/01) */ I would like to start by saying I think this was all a great miscommunication. Our office ******* Plumbing Heating and cooling was contacted by *****************, here after referred as the client, on august 20, 2021 at that time the call request was for a unit not working. Upon arriving at the home our HVAC manager asked the client the issue she was having and the client stated she needed a quote on a new unit. **** then ask if she knew anything in the past that was wrong with the unit she then said no. **** then checked the unit for sizing and when turning it on no air was moving so he check the refrigerant. **** reported his findings to the client and she stated she had another company add refrigerant before in the past. **** then told the client that lose of refrigerant were usually caused by leaks or other issues. The client was then informed the unit was an 1991 model and the client agreed to move forward with a new unit quote. After giving a price for quote the client told **** she had an Home warranty company and **** informed her we do not work with home warranty companies. The client continued by sending and asking **** to fill out a form for the warranty company. After thinking it over **** went ahead to help the client out and wrote his findings, however due to his busy work load he passed the information he wrote to an office employee ******* ***** that deals with training in our company, ******* only was trying to help by getting the information to the client quickly not that ******* would ever be someone for the client to refer or communicate with. During this time unfortunately an email was missed that the client stated she wanted to review his writings on the warranty form and the office emailed the form to the warranty company. We would not have been able to change any of **** original finding on the form so we did not understand the need of the client reviewing it. After this **** asked the client why she would email something this important to him and not call or text him like she had communicated in the past. At this time **** offered to come back and do the diagnosis test needed for the warranty company even though we normally do not do this and we were never allowed to return. At this point we felt like all her request were being meet. To address the charge or returning any money the client was never charged anything for these service. Pictures were taken of the unit and we have them on file. We at ******* Plumbing Heating And Cooling are sorry this happened and we thrive to always do the right thing by our clients. this client has used us several time in the past and has even given a 5 star review, we want to resolve this issue as well and continue to serve her. Consumer Response /* (3000, 8, 2021/11/04) */ Company: Upon arriving at the home our HVAC manager asked the client the issue she was having and the client stated she needed a quote on a new unit. Customer: This is an incorrect statement. I informed the HVAC Manager I had a home warranty for repair and replacement. Company: **** reported his findings to the client and she stated she had another company add refrigerant before in the past. Customer: This is an incorrect statement. I informed the HVAC Manager there was an HVAC unit that was replaced in the past by another company. Prior to replacing the unit, the company had to fill it with refrigerant. However, that was a different unit. Company: The client continued by sending and asking **** to fill out a form for the warranty company. Customer: This statement is misleading. I informed the HVAC Manager the insurance company required the HVAC Company to complete the Claims Verification Form, since it was the company claiming the exact nature of the problem with the HVAC unit. Company: After thinking it over **** went ahead to help the client out and wrote his findings, however due to his busy work load he passed the information he wrote to an office employee ******* ***** that deals with training in our company, ******* only was trying to help by getting the information to the client quickly not that ******* would ever be someone for the client to refer or communicate with. Customer: The question is, why would an HVAC Manager have a non-technician complete a verification form, when the non-technician is not qualified to know the problem of the HVAC system and he could not sign the form, verifying the problem? Company: During this time unfortunately an email was missed that the client stated she wanted to review his writings on the warranty form and the office emailed the form to the warranty company. We would not have been able to change any of **** original finding on the form so we did not understand the need of the client reviewing it. Customer: I am the client and have the right, as the client, to review any documents concerning my property, equipment, and or service. Company: After this **** asked the client why she would email something this important to him and not call or text him like she had communicated in the past. Customer: An email was sent as a more professional way of doing business and to maintain a copy of what was sent. And the email was the only way for me to send attachments - such as the Claim Verification Form. Company: At this time **** offered to come back and do the diagnosis test needed for the warranty company even though we normally do not do this and we were never allowed to return. Customer: Again, the diagnostic tests should have been done at the time of the first call. By carrying his common tools to the area of the HVAC (as well as to as going into the attic), the HVAC Manager **** Carter, made it appear to me that diagnostic testing was being performed. How can a person adequately diagnose a problem, if they do not use the tools and equipment, designed solely for that purpose? Company: At this point we felt like all her request were being meet. To address the charge or returning any money the client was never charged anything for these service. Customer: As in common practice, I assumed the charge for service was included in the fee for allowing the company to repair and or replace the parts/unit. Company: Pictures were taken of the unit and we have them on file. Customer: The pictures show the tools sat upon the HVAC unit. That is why I thought diagnostic testing had been performed. Company: We at ******* Plumbing Heating and Cooling are sorry this happened and we thrive to always do the right thing by our clients. Customer: I am uncertain if the company thrives to always do the right thing for their clients. From August 27, 2021, thru September 3, 2021, I made 17 attempts to contact ******* ***** and the owner *************. However, on many of those attempts, the staff did the following; assured me of a return phone call (which, of course, never occurred), hung the phone on me, or disregarded my calls, by not answering. To this date, neither ******* nor ************* has contacted me. Rather than doing so, they had an attorney write a letter to me, stating he reviewed the situation and concurs with the company's actions. And, instructed me to not make contact with anyone there again. To me, that spoke volumes, because it showed a couple of things: 1) the company had no regard for me - staff was allowed to ignore my calls, hang up on me, and lie about ******* not being available, and lied that they would have the owner to contact me. Again, to this date, neither ***** nor ******* has contacted me and 2) The HVAC Manager/company were wanting to simply replace my HVAC unit without going through the proper protocol, which included performing diagnostic testing - which was never done. And, when I asked for the Claims Verification Form to be rescinded based on this fact, both the HVAC Manager and their attorney refused. It is still not understood how an HVAC company can verify a claim without having done the diagnostic testing and present it to me and the insurance as if this was done. Company: This client has used us several time in the past and has even given a 5 star review, we want to resolve this issue as well and continue to serve her. Customer: I have used this company before and have given high reviews for other types of work - including dealing with plumbing. However, if this company wanted to resolve this particular matter, why hasn't the owner, ************* or the business development manager made contact with me - but yet, had an attorney to send a letter siding with them and telling me to not contact them or any of the employees of the company? I was never disrespectful or made any remarks that warrant such a letter or for any of them to take a defensive position. The right thing was never done concerning this matter. Business Response /* (4000, 10, 2021/11/08) */ Once again we at Jackson Plumbing Heating and Cooling feel this is a complete misunderstanding. After receiving a letter from the client stating she was involving a lawyer, ************* turned the matter over to our lawyer. Our lawyer advised us to allow him to communicate with the client. From this point on we have followed his advise. Before these letters were sent **** offered to return to her home and do a diagnosis of the unit. There are several types of test or diagnosis that can be done on a unit and **** offered to return free of charge to complete this task. He was never allowed to return. As for ************* being involved with this, he has at every level. And the charge she is asking for to be returned there was never any charge or collection of money from he client, therefore nothing can be returned. We truly hope this can be resolved and we can move on from this. We pride ourselves in always giving the best service and as we have received the Torch Award in the past and many years runner up to the award we continue to serve our community to the best of our ability. Consumer Response /* (3000, 12, 2021/11/09) */ I am uncertain if I will encounter the same technical problem as before, when responding to the Jackson Plumbing's response, via the BBB portal. Therefore, below is my response, refuting the company's last statement, which they submitted on November 9, 2021. Please post on the portal. Thank you. (Consumer) Jackson Plumbing Statement: Once again we at Jackson Plumbing Heating and Cooling feel this is a complete misunderstanding. My Reply: Since the beginning of the issue (prior to this BBB complaint), Jackson Plumbing has been disingenuous with me and their actions - especially when the owner, managers, and employees did not take this matter seriously and treated me with great disrespect (lying, ignoring my calls, and hanging up on me). Jackson Plumbing Statement: After receiving a letter from the client stating she was involving a lawyer, ************* turned the matter over to our lawyer, Phil Mitchell. Our lawyer advised us to allow him to communicate with the client. From this point on we have followed the advice. My Reply: As stated previously, prior to this complaint, I attempted to engage with the owner and managers, 17 times. It was on the 18th time, that I wrote a letter and sent it certified to the company. Content within the letter stated I had consulted with my attorney on what to in this matter. The attorney advised me to first try to work this matter out, directly with the company, before having the attorney engage with them. So, no attorney on my behalf, has ever communicated with Jackson Plumbing. Again, the company is presenting a false -misleading narrative of how elements of this matter transpired. Jackson Plumbing Statement: Before these letters were sent **** offered to return to her home and do a diagnosis of the unit. There are several types of tests or diagnoses that can be done on a unit and **** Carter offered to return free of charge to complete this task. He was never allowed to return. My Reply: After the disrespectful treatment I received from the company personnel, of course, I did not want the HVAC Manager to return. Instead, I simply asked for the company to rescind the Claims Verification Form, since no official diagnostic testing had been performed. This was so that the insurance company would have the information and would void the denied claim. To this date, Jackson Plumbing continues to skirt around this issue and has constantly defied my request. This is key in really believing their concerns for wanting to work this matter out. Jackson Plumbing Statement: As for ************* being involved with this, he has at every level. And the charge she is asking for to be returned there was never any charge or collection of money from the client, therefore nothing can be returned. My Reply: Again, to this date, after 18 attempts of which to communicate with the owner, he has yet to directly communicate with me. In addition, I never asked for a return in funds because no funds from me were rendered -during that visit. Therefore, to clarify my earlier statement (made on November 4, 2021), I assumed any charges for the diagnostic testing, would be applied to any future repairs or replacements. However, there was never any diagnostic testing performed. Jackson Plumbing Statement: We truly hope this can be resolved and we can move on from this. We pride ourselves in always giving the best service and as we have received the Torch Award in the past and many years runner up to the award we continue to serve our community My Reply: Jackson Plumbing is only interested in their preserving their image and presenting a narrative as if they are willing to or want to work with me. However, in reality, all is false, particularly, in this matter. Again, my request for the Company to rescind the Claims Verification Form, is key to resolving this matter. Business Response /* (4000, 14, 2021/11/12) */ once again we are sorry this whole incident has happened. our position on rescinding the form to home warranty company is that **** filled it out as honestly as he knew how with the information he had at the time. In order for us to change the findings, **** would have to do more thorough diagnostic testing the diagnosis might still be the same. We offered for him to come back to the clients home and do that. She refused. At this point we are willing to have **** and one of our other Sr, HVAC techs back to clients house to perform a leak test. At that time if we find that refrigerant is leaking from some where else inside the unit we will amend the form for home warranty company. Consumer Response /* (3000, 16, 2021/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Below is my line-by line response to each of Jackson Plumbing's statement. Jackson Plumbing Statement: Once again we are sorry this whole incident has happened. My Response: If persons of Jackson Plumbing, Heating & Cooling Company were truly sorry, then the owner would have made an apology, directly to me and the Claims Verification Form would have been rescinded. Yet, this issue continues, 3 months after my initial complaint to the company. Only now, since I have brought this matter to the attention of the Better Business Bureau, does it seems to concern you. Jackson Plumbing Statement: Our position on rescinding the form to the home warranty company is that *********** filled it out as honestly as he knew how with the information he had at the time. My Response: Again, the HVAC Manager did not fill out the Claims Verification Form. As stated in previous statements, by Jackson Plumbing, the Training /Business Development Specialist, *************, a non-HVAC technician, completed the form. In regards to being honest, Jackson Plumbing deceived me and the insurance company. The first deception was when the HVAC Manager, led me to believe diagnostic testing was done (but he did not provide me with a report). The second deception was when the Business Development Specialist, *************, submitted the Claims Verification Form to the insurance company, knowing the problems with the HVAC unit had not been properly verified, using appropriate diagnostic equipment. If the HVAC Manager/Technician, **************, would have performed the diagnostic tests, he would have known for sure what the problem was. Case in point; components of cars are diagnostically tested, parts of computers are diagnostically tested, parts of televisions are diagnostically tested, and household appliances are diagnostically tested for faulted or failed parts. Why would something as important as an electric heat pump not be diagnostically tested? Jackson Plumbing Statement: In order for us to change the findings, **** would have to do more thorough diagnostic testing the diagnosis might still be the same. We offered for him to come back to the client's home and do that. She refused. At this point we are willing to have **** and one of our other Sr, HVAC techs back to client's house to perform a leak test. My Response: I am not, nor have I have ever asked Jackson Plumbing, Heating & Cooling to change any findings. And, Jackson Plumbing, Heating & Cooling should know, accurate findings can only be done when problems are verified and there has been proper testing. Again, there is no need or desire for an HVAV Technician of Jackson Plumbing, Heating & Cooling to return to my property. I was ignored, disrespected, and treated less than a customer, during the times I attempted to communicate with the owner, the Business Development Specialist, and the scheduling employees (or whoever answered (or were to answer) the company's telephones). Diagnostic testing should have been done, initially, at the time the HVAC Manager/Technician came to my house. I am uncertain at this point, if a Jackson Plumbing, Heating & Cooling, HVAC Technician, would attempt to do something deliberately to me, my property, or my equipment. Therefore, I will choose and welcome the person or company I deem trustworthy to come to my house, in the near future, to determine the problem of the HVAC unit, of which I am sure they will use their diagnostic tools for testing. Jackson Plumbing Statement: At that time if we find that refrigerant is leaking from somewhere else inside the unit we will amend the form for the home warranty company. My Response: Again, the only way to resolve this matter, is for Jackson Plumbing, Heating & Cooling to alright rescind the Claims Verification Form, it submitted to the insurance company. If the HVAC Manager/Technician would have done the diagnostic testing, at the time when he first came to my house, there would not be a need for him to want to return to do the actual diagnostic test. The keyword in the Claims Verification Form is verification. So, in all actuality, this was never done and yet still, the HVAC Manager/Technician of Jackson Plumbing, Heating & Cooling, sent a Claims Verification Form to the insurance company, when the HVAC problem was never verified. Thus, the reason to rescind the form is to let the insurance company officially know, verification is not substantiated because there was no diagnostic testing. Bottom-line, Jackson Plumbing, Heating, and Cooling was wrong in how they handle the service call and me (as a customer). The only way to rectify this problem is to rescind the Claims Verification Form and apologize for putting me through this negative experience. Business Response /* (4000, 18, 2021/11/23) */ I feel like that I have offered an apology, offered to have my team do a more thorough leak test. We all know the refrigerant had leaked out. The form for home warranty only gave a few choices as to how it leaked out. Most likely the unit has pin hole leaks in the coil. There is no way that I am going to rescind the form because I believe that would be dishonest. At this point I feel the customer should call her home warranty company to find out which HVAC companies that work with them. Call one of those companies and get a second opinion. Due to the fact that we have collected no money and client refused our offer to do more thorough leak test at this point there is nothing further that we can do. Owner Consumer Response /* (3000, 24, 2021/11/30) */ As the Complainant, the following points make my final statement: 1. Jackson Plumbing, Heating, and Cooling Company deceived me, to believe one of its HVAC Manager/Technician was going to perform a diagnostic test on my heat pump system, to determine a problem. 2. The HVAC Manager/Technician, did not perform such diagnostic tests, yet he had the company's Business Development Specialist submit a Claims Verification Form, to my home warranty - insurance company, claiming the HVAC unit was non-functional and un-serviceable. 3. The home warranty - insurance company wanted to have the diagnostic test reports. However, that was not provided by the HVAC Manager/ Technician. 4. The HVAC Manager/Technician stated he preferred the purchase and installation of a new unit totaling, over $7,000, as opposed to repairing the unit. 5. However, the HVAC Manager/Technician never performed diagnostic tests to determine the exact problem of the HVAC unit. 6. The HVAC Manager/Technician was dishonest when he and the Business Development Specialist completed and filed a claims verification form, knowing diagnostic testing had not been performed. 7. Over 18 times, when attempts were made to contact the owner, I was ignored, disrespected, and discriminated against, by the owner and employees of Jackson Plumbing, Heating, and Cooling Company. 8. No one from the company has ever apologized to me. 9. Although the HVAC Manager/Technician did not perform diagnostic testing, ******* Plumbing, Heating, and Cooling, refuses to rescind the Claims Verification Form, submitted to the home warranty - insurance company. They falsified the claims form. 10. As of this date, I refused Jackson Plumbing, Heating, and Cooling's offer to allow one of their HVAC Technician to return to my property to perform actual diagnostic testing. This refusal on my part is due to the fact, testing should have been done initially and especially before the HVAC Manager/Technician submitted a claims verification form to the insurance company and I no longer trust nor feel comfortable with having one of their HVAC workers coming onto my property. Business Response /* (4000, 26, 2021/12/12) */ OK, This is my last response. We never deceived this customer. we were trying to help her. This lady refused to speak with the person on my staff that could help her, she basically harassed my people that answer the phone, she will not listen to reason. we have tried repeatedly to resolve this situation without any success. We never invoiced her for diagnosing a 20 year old unit that has leaked all the refrigerant out and therefore there is no money to refund and I refuse to rescind my tech's findings as I believe that would be lying to home warranty company.

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