ComplaintsforFrog Pro Services

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  "Red's" Frog Pro Services has been over 3 times and has caused a new issue with every "repair" they do. They are contracted by American Home Shield and should have their license revoked as they leave permits open preventing new work from commencing with other contractors and have still yet to repair the **** unit. Every time they are out they say they know the fix, charge, install. then Identify a new fix or cause a breakdown within 1 week. This is a new furnace...

  Business response

  08/07/2024

  We sent a service manager over to ******************** to assess his service needs. The furnace was functioning properly with no issues. He opened up a new work order in regards to a 25-year-old air conditioning system. We recommended that he replaced that system however it was repairable. The repair was $1170 out-of-pocket or we offer to replace it with a new system at $3784. That is over $3000 below the retail market. **************** was very aggressive with the office staff cursing and using very foul language. Once the service manager spoke with him, he seem to calm down and agreed to have us do the work. Wants to work with scheduled. He called back to cancel the work stating that he hired another contractor to complete, the repairs/installation. Since then we have not spoken to ****************

• Initial Complaint

  09/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on 7/21/23-contacted ***** at FrogPro to let him know that our unit was leaking very badly in the basement and was not blowing cold air. He tried to get me to fix a pvc pipe while on the phone, which I did not feel comfortable doing. Appointment set for Monday, July 31st. He did not show or return any calls or texts. At this point, the leak was very bad and was damaging our floor and items in our basement. I called a different company to come out to take a look: *** ******* *** ******* *** ******** **** ** * ** ********* ** ***** ***** ******** *** came here on 8/3 and after inspection, it was noted that the new indoor coil was missing a drain plug. Replaced. Cost $365. Receipt and photo attached. One week later there was another bad leak. I contacted *** on 8/12 (day of my wedding and before we were to leave for our honeymoon). They were able to come the next day, 8/12. This time it was noted that FrogPro did not install the thread connection properly. *** fixed and had to replace refridgerant-total cost $200-receipt attached. 9/11/23-unit not blowing cold air. Filed another claim with ******** **** ******. 9/12: **** ******** ******* *** ******* was here and noted the outside unit was empty of any regridgerant. They will have to perform a full leak test. The tech mentioned that installation from FrogPro was not done correclty. I am waiting to hear about our out of pocket cost for this test and repair. **** ******** ******* *** ******* **** ********* ***** ***** ** ***** ***** ******** 9/14: Diagnosis from **** ********: REFRIGERANT LEAK AT LINESET-Need a leak test and leak test kit. Home warranty will not cover: cost $1,680 We need to be reimbursed for $1,880 OR have FrogPro fix at no cost

  Business response

  09/04/2024

  Hi ********, I know that we had ****** stop out at the Home recently this year 2024. He said that he made all of the modifications to the system and you had absolutely no issues. I just wanted to confirm that and if there are any issues, please feel free to give me a quick call and I will schedule a service manager to stop out and take a look at the system.

  Customer response

  09/16/2024

  9.16.2024, BBB called consumer. She said the complaint has been resolved.

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 25, 2022 the agreement was signed. The installation of the heat pump comenced April 27, 2022. After that, the company took forever to do the intallation due to dimension issues with the new parts. The system worked fine until September 2022 where it stopped cooling. we called the company several time with no response to messages and calls. On October 12, 2022 a dispute was then issued thru our credit card company. As soon as the credit was issued the owner finally reached out and after an extended conversation he agreed to check the unit and repair it. The credit then was reversed on his behalf. Leaks were present under the house by the air handeler and were repaired by the technician. Then, the system didn't work properly during winter since it didn't have enough freon and a module that kept it from freezing was bad and never got replaced until after the unit got frozen in November. They came and installed a module and recharged the unit to fix it on November. Then, they said they were coming again when the days were warm (summer) to check for freon. We have been calling them and texting them since May 2023 for them to come. After more than a month of random tries to reach out to them, they came and checked the unit but didnt check the noise it has under the house. Futhermore, when they did the installation the company didn't take the old parts out of the crawl space as per contract. The company came and he checked my other mini split unit and the technician broke the fan with a thermometer when he positioned into the fan directly when the AC was engaged and made contact with the thermometer inmediately broke the fan wheel. Two weeks trying to reach out to the company again. After we got a hold of them, they claimed that they never broke that AC fan and for us to not contact them again. Furthermore, we have two units now currently not working properly due to the lack of professionallism from the company and staff members. Evidence uavaialble upon request.

  Business response

  09/04/2024

  Hi *******, I do remember speaking with you personally on this work order. This was the one that your husband had to increase the size of the opening for us to get the equipment to the inside. We did repair the system that was under warranty the other unit That had a broken fan unfortunately fell under HOME WARRANTY call. We suggested that you opened up a new HOME WARRANTY ticket and we would be authorized to make the repair. We would be happy to make the repair on this unit unit, although we would need an open work order to get authorization for repairs and parts. Feel free to give me a call at ************ and we will get this resolved immediately. 

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our ac went out shortly after buying our house in 2021. They literally had to come to the house because our home warranty company said that’s the only company that will come out. So we say okay. They come out. Tell us the compressor is locked up but they are going to come back out and run test to make sure. So they rescheduled with us and came back out. The guy then doesn’t shut the power off to the unit, catches it on fire. Melts all our wires on the unit. Smoke is just rolling off the unit and across our backyard. After fighting with our warranty company even more requesting to not have them back at our house, they send out another company. The new company comes looks at it and says he is not going to touch anything because there were too many parts missing and melted. So we contact our warranty company again. They tell us frog pro has to come back out and verify. So we have no choice but to let them come back out. They show up and tell us it was a power surge from a storm that caused it and not their fault and now refuse to make anything right. Our home warranty company is saying there’s nothing they can do besides pay us for a compressor. Which keep in mind would’ve worked if the people they sent out didn’t fry all the wires.

  Customer response

  05/25/2023

  I needed to enter my address. My address is *********************************************************************************************** number 20102382

  Business response

  09/04/2024

  Hi ******, Im not sure if you have us confused with another contractor. The technician was there who spoke with your wife took pictures of this system that was burnt previous to us being there. We are the contractor who told You that we could not authorize a unit that has caught on fire as it was not normal wear and tear. We would be happy to forward you the pictures from the original service call that were timestamp. Feel free to reach out to ***** at ************ To set up a time for a meeting

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PLEASE DO NOT USE THIS BUSINESS! They are a joke! Don’t take my word for it, Go to BBB, check all the reviews on all the websites ,, run away from these people ! Attempted to install a unit in 2021,, problem after problem,, they would not take care of the issues. They sent out a person to install the unit, he had no clue!! Air condition worked at first but then did not, called and called them, they said they would come out and did not! It got to the 1 year mark.. I was told that the warrenty is out at this point! Called another company in to look at it. They were amazed at the incompetence of the install.. I was told today after trying to reason with them that “ I WAS TRYING TO SCAM THEM!!! The people they have working there are FOOLS!, he actually said that I was GROSS FOR TRYING TO SCAM THEM! Unbelievable! Again, don’t take my word, just go to BBB.. so unprofessional and incompetent!

  Business response

  09/04/2024

  Hi ******************, first Im sorry to hear about this situation. I would like to set up a time for a service manager to stop by and take a look at the installation. 

  Customer response

  09/06/2024

  ---------- Forwarded message ---------
  From: ************************* <**********************>
  Date: Thu, Sep 5, 2024 at 1:58 PM
  Subject: Re: You have a new message from the BBB of ************ in regards to your complaint #********.
  To: Better Business Bureau <********************************************************>
  
  
  They are not allowed in my house! , unprofessional , rude to my wife , this was over a year ago! They should not be in business ! We found our own solution from a company that knew frog pros reputation and they can and fixed the issue , they could not believe the work that was done by frog pro! 
  It was dangerous wiring done by someone that had no clue as to what he was doing! 

  Business response

  09/06/2024

  Hi ******************, Im sorry to hear that you guys are not completely satisfied. I do see in the pictures your system was fully functioning the last time our technician was in the home. Theres only one way to wire an air conditioning system. It only requires two high voltage wires Its pretty straightforward. If it wasnt wired properly, the system would not work. Part of the problem that we ran into on the previous work order was you had outside contractors working on the machine that we installed. Typically that would void the warranty however, we did still provide warranty service. Again, we would be happy to put any ill feeling aside and stop by to take a look at the work, and take any necessary steps to make sure that the system is functioning efficiently and safely. 

  Customer response

  09/11/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19947100
  
  I am rejecting this response because: 
  
  Regards,
  
  *****************************

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company called stated we needed wiring to the ac unit. They had been or month before and sprayed the unit off outside. Said was OK. So when called I figured they just had not called fixed something. Wet paid them $280 and someone else came out, claimed was manager, stated he didn't know why was sent out was nothing wrong. We have been trying since then to get refunded. Called daily, left messages, and actually was told refund would be sent. Nothing. Called again today, 10/27/2022 and was told the work has been completed abs we owed then that money. No it was not and no we do not. I just want refunded.

  Business response

  09/04/2024

  Upon checking the work order, it shows that we installed blower motor model number X146322. When we first arrived, the coil was completely plugged with dirt and debris, which typically would be a maintenance related item. The home warranty company covers normal wear and tear. The total cost of the motor installation was $1174.00. We did not collect any money from the HOME WARRANTY company on this work order. We can reschedule a time to come out and inspect the parts that were repaired/replaced. If they are deemed incorrect, we will have no problem providing you a full refund

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 12th, I reached out to my home warranty company, ******** **** ******, for assistance in having my air conditioning evaluated. An appointment was quickly made for June 15th with Frog Pro Services. On 6/15, the service representative arrived, as scheduled. Shawn, the service representative stated he did not have the part with him to fix the unit but he may have one at the shop. He stated the office manager would reach out to me within a day or two to schedule another appointment. After playing back & forth phone tag with *** & Frog Pro Services all summer. An appointment was made for 10/19 to repair the AC unit. I was required to pay $1495 before they would come out. On 10/19, Frog Pro Services called and cancelled the appointment due to poor weather. There was no active participation in my area, nor was any scheduled for the rest of the day. I have tried contacting Frog Pro Services several time for a rescheduled appointment date. Either the voicemail is full or my voicemails are not returned.

  Business response

  11/10/2022

  The compressor that we received from the home warranty company was the wrong compressor they have since ordered the correct compressor we have spoken to the homeowner about the situation. We have a new appointment date for installation.

  Customer response

  11/14/2022

  I am rejecting this response because:The response from Frog Pro Services is not entirely true. Since making this complaint,

  i e reached out to this company several times in regards to when the compressor would be replaced. No one ever returns a phone call.

  I finally was able to speak to the customer service representative on Friday. I was told the service representative had ordered the wrong compressor and they were waiting for it to arrive. An appointment for Tuesday, November 15th as an appointment date for the repair. A

  set time could not be provided. Being a responsible individual, I’m scheduled to work until 8p on this day. I was told by the customer service representative to make sure the repairman can gain access to the air conditioning unit but unfortunately there is no way to test if the unit is working because no one will be home. I’m at their mercy to have it replaced because on my home warranty company. The weather is becoming colder with temperatures dropping to the 30s. Their solution is for me to continue using emergency heat until this matter is fixed. This is costing me an astronomical amount of money!!

  
  Regards,
  
  ****** *********

  Business response

  01/11/2023

  The work for this homeowner has been completed. We did not have to climb over any obstructions to do so. The h/o made us aware they would not be home during the repairs. We let them know we would be at the home early Saturday morning to start the repairs. The h/o was aware that we would need to come back at to get inside at some point to complete the repairs but they would still have heat. We made a second visit to the home to balance the refrigerant we weighed in to the system and checked the temperature differential. Both were operating at the manufacturer specifications. We have emailed over an itemized invoice to the email on file with home warranty ********************* ) The h/o can also contact their warranty company to request an itemized invoice. If the h/o has not received an invoice or the email has changed they can email us a (test) email to ********************* with the work order number in the subject line. We will attach the invoice in response. When pulling a full vacuum on any Heat Pump system during repair all refrigerant has to be removed and recovered then weighed back into the system.. This system requires 9.13lbs of refrigerant all this information can be found by researching the model number associated with the unit. The retail cost of R-410A is minimum $265.00 per pound from retail contractors like ***** ****** ** **** *** ***. With the home warranty company they pay a portion and we discount the rest to be paid by the homeowner before we start the job. With home warranty this h/o paid $150.00 per pound. The h/o did not pay for any parts or labor associated with the job. All non covered cost were quoted in advance. The job is now complete. The system has full one year part and labor warranty. 

  Customer response

  01/17/2023

  I am rejecting this response because if the repairs were completed on December 3rd like Frog Pro Services states, why was it only half completed? Frog Pro Services claims they changed out the compressor, drained & replace the refrigerant. Why would you not complete the job by knocking on the door and finishing what needed to be done on the inside of the house. My son was home. His truck was in the driveway! What company doesn't have you sign a service repair completion form at the time of service? For almost a month, you let me pay an outrageous electrical bill for running emergency heat for what reason. This job could've been finished on December 3rd and you never would've needed to return on Jan 6th. I'm not disputing that I was out of town during the time but Frog Pro Services was told someone would be at the home to left them do the repairs. NO ONE came to the door to have the backyard gate unlocked. If the job was completed, why wasn't a phone call made to me telling me everything was completed?

  I still have yet to receive an itemized statement from Frog Pro Services and after contacting ******** **** ******, they have not received a statement either. Attached is a service repair receipt from **** ********* *******. They were called on 1/12 after the outside unit was making a loud humming sound. The technician was asked about the refrigerant cost, which is $75. This is half of what Frog Pro Services is charging people!! The Technician could not tell if the compressor was actually changed but verbalized that the sautering looked old and the unit did not look like it had been serviced. 

  Attached is a copy of **** *********** receipt and a picture of the compressor that is currently in the unit. This was received 15 minutes after the service technician left. This is how a reputable company runs a business. 
  
  Regards,
  
  ****** ********

• Initial Complaint

  09/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My warranty company sent these guys out to fix my central air the first tech that came out said it was leaking from the unit and he never came in my house then he said I might need to replace the coil pack if it leaked again well a couple weeks later I paid $1170 to have them fix it a different tech replaced the evaporator coil in the house then three weeks later it was doing the same thing they sent a field inspector and he said he sent his report and it’s been two weeks since then and still haven’t heard anything as to whether they are going to fix the problem correctly or not

  Business response

  10/14/2022

  We explained multiple times to the homeowner that refrigerant is not covered in their warranty. Both times our technicians were at the home the system was working properly. All pressures are at manufacture specifications if they still need service we have no problem warranting any work that we have completed although like we explain to the homeowner refrigerant is not a covered expense

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Frog put in a new heating/air unit for me in April which cost me more than $11,000. During this time my sister came to stay with me while she recovered from surgery. She stayed in my spare bedroom which is not used except if she is here. At the end of August I walked into the room and noticed a very large area of water that had come through the padding and carpet. I tried drying this up while trying to figure out where it was coming from but the water just kept coming. I finally discovered it was coming from my furnace. It had been leaking for the entire four months since they installed it. I called them numerous times and left messages telling them the problem but no one would call me back. Finally after a few days I called and someone just happened to answer the phone. She said she would send someone out. The guy showed up at 5:30 and took pictures showing the leak and part of the water damage in the bedroom. He said he would call me the next day and be back out and that the owner would call me that day or the next. No one called. I have waited more than a week and I have tried calling them and no one will call me back. They also still owe me a free winter check up. I have had to pull the entire carpet up because it was wet in the entire room. All I wanted was for them to fix the problem and pay to have the carpet stretched and put back down. I don’t feel I am asking for to much. They called me back plenty of times when they wanted my $11,000! Thank you, ****** *** ****

  Business response

  10/14/2022

  We have no problem doing the free winter check last time we were at property system was working properly and performing adequately. The system did not cost $11,000 it was $4700. I’m not sure where the homeowner is getting the $11,000 number from. The amount that was paid was 4700 for the complete system. The retail value of the system is over $11,000 however that is not what was paid to FROG PRO SERVICES. We also sent all warranty information related to this system to the homeowner. I will have our office manager follow up with homeowner to schedule free winter inspection

  Business response

  11/10/2022

  I would be happy to send out a service manager to reassess the furnace and the damages. The last tech out said he did not see any damages or water coming from furnace. 

  Customer response

  11/11/2022

  I submitted photos of the damage, and the first tech even took photos for himself so how can they say there was no record of the damage
  Regards,
  ****** *** ****

• Initial Complaint

  07/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  on June 3, 2022 Frog Pro services installed a new furnace and AC unit in my home. I have yet to see any paperwork regarding the service call. My home warranty insurer ******* **** ****** vetted Frog Pro and sent them to me as a provider, I have reached out to *** they informed me that they can not help me. I want Frog Pro service to send me an itemized statement or receipt, a manual, and the manufacturers warranty on appliances. Initially there was a mix up with another customer with my last name and I paid $3500.00 that was due on her bill. Frog Pro corrected the mistake and had me pay an additional $1200.00 to cover my expenses. I asked for a receipt, Stephanie(office manager) sent me a blank statement of receipt for $4700 no details, it looks more like an acknowledgement of money paid. I have asked for a detailed receipt, warranty paperwork and a manual several times they will not respond.

  Business response

  07/13/2022

  This homeowner paid $4700 for a system that was $10,700. There was no mixup in charges she was clearly aware of the $4700 that was due. We sent her the estimate and American Home Sheild gave her the same estimate. We also forwarded her all of her warranty information and manufactures specifications. If she needs anything else she can contact us or American Home Sheild 

*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. ↩