Complaints

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mom, ***************************************, has called Jacobs to fix her air conditioning 3 times in the last 1.5 months. After each of the first two times, which cost my mom around $1,000, Jacobs told her her air conditioning should be working, they fixed everything. And it still wasn't working properly. My mom is retired and 80, and can't handle the heat. So we called Jacobs in the third time this week. ******, the technician who came in, said we now need to replace the damper motor in the basement, and it would cost $400-500. My mom has already spent a lot of money to fix this problem, and she didn't want to spend any more, but I persuaded her to set up a repair appointment. Today, ***** from Jacobs called me, and said the repair would actually cost $1,810. I told her ****** told us it would be around $400, so she said she'll check with him. Then she came back with another number, $840. I feel like my mom is not being treated fairly, and Jacobs is throwing random numbers out at her. Please help!

  Business response

  07/16/2024

  Hello ****,
  Our records report that we have been out 3 times since 5/17/24:
  

  1st visit on 5/17/24: Called out for no cool call for the air conditioner, the technician found a failed run capacitor on the air conditioner and double checked the complaint of air flow in the upstairs zone.Replaced the run capacitor and reviewed and made corrections to the damper.Charged customer $762.00. The technician recommended returning and doing an AC maintenance.
  

  2nd Visit on 6/7/24: Completed AC maintenance,found the unit 1 pound low on refrigerant, weighed in 1 pound, charged $190 for AC maintenance and $99.77 for 1 pound of refrigerant for total of $289.77
  

  3rd visit on 7/8/24: Called out because the upstairs was not cooling down to the desired temperature, found the basement damper stuck open and needing to replace. The unit has been cooling properly however all the air flow has been going to the basement and the thermostat is turning off before the upstairs is cooling as it has reached the desired temperature. No Charge.
  Total charge to your mother for the visits has been $1051.77
  

  After speaking with my technician, there was no way for us to find the failed damper until the repair was done on the upstairs damper and the proper amount of refrigerant was in the unit. Due to the system having multiple zones it does take a little bit to narrow down the issue in such a large home.
  

  Per my technician, he spoke with you on 7/12/24 regarding the repair of the damper unit, he stated that you have approved and to move forward to repair. You also spoke with one of our internal employees and approved the quote on 7/16/24.
  

  It looks like our technician reduced the repair quote to $667 from the original price. Our protocol during repairs if it takes less time,we do adjust onsite. Per my notes this repair should have been priced at $1,810.00 for parts and labor, the reduction we have made on this repair will cover the reimbursement you are requesting.
  
  Sincerely,
  ***** Jacobs
  Service Manager

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