ComplaintsforJSL Mechanical, Inc.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 5/23/22 we had an issue with our AC system not working. JSL came out and assessed the situation. The tech was nice and knowledgeable and knew exactly what the situation was. There was some "elbow" shaped hardware on the outside unit that rattle and cracked and refrigerant leaked out. I asked if they could fix it and he said yes this happens a lot. I said will I be charged for this as the system was installed a little less than 3 years prior and he stated I would be charged for labor but not parts. I said I will not pay. A manager showed up and explained to me that this happens a lot it is no there fault. He said ***** who is the manufacturer "does not make things the way they used to". I said, you promoted this system and sold it to me. HE said I'm sorry and gave me some examples of other peoples issues. So I recieved an invoice which I paid and on the invoice totaled $732.54. They gave me a labor discount of $357.50 and a discount for R410A (don't know what that is). So without discount I would have had a bill of over $1000 on a system I paid over $5000 for 3 years prior. My second issue is if I only had to pay for "labor" why was I charged $436.42 for refrigerant?

  Business response

  06/17/2022

  JSL Mechanical strives to provide our customers with excellent products and services. In this case, the customers outdoor air conditioning unit developed a leak at a factory braze joint. This was no fault of JSL's installation and the field repair nor the refrigerant are covered by the manufacturer's parts warranty. JSL had reached out to our equipment vendor to see if there was anything they or the manufacturer would be willing to do to help cover the labor and refrigerant costs. They were not willing to do so. In an attempt to help with the cost of the repair, JSL gave a discount on labor and the ****** refrigerant. It was shared during the time of service that we had just experienced this same leak a short time prior to this occurrence. It was also expressed that there have been some issues we've experienced lately in regard to all HVAC manufacturers quality control, and for that matter manufacturing in general. For this reason, we wanted to work with our customer on this and have taken some of the expense burden on ourselves (going above and beyond the one-year labor warranty that we include with our installations) while receiving no compensation from our vendor or the manufacturer. This is unfortunately common amongst HVAC equipment manufacturers as they cover parts, but do not cover leaks that are repairable in the field or refrigerant. JSL is sorry for any inconvenience, but we feel we have done all we can do to support our customer in this case. 

• Initial Complaint

  06/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  5/25/2022 We were trying to get a second opinion about broken A/C unit. The technician, Quentin came in and my wife explained what the other company told us. He even asked to show the invoice from the other company and my wife did. No one explain that it will cost money to check. Quentin did not tell my wife the cost but told her what he will check. He spent about 30 min and told us that his opinion is the same as the other. Then he came back with $225.95 bill. My wife was shocked but since she was home by herself and didn't want to argue, she just paid. I contacted the company on the phone but they just told me it cost money to check. What I am upset that if we knew the cost, we wouldn't ask them to come. We had no explanation before they came in.

  Business response

  06/03/2022

  We were called in by **************** as a favor to look at the homeowner's A/C. We were not unaware that the homeowner was only looking for an estimate. We were under the impression that they needed a service call, which is why there was a charge.  We did not have any communication with the homeowner prior to the appointment, as again, we were called in by another company. Have you reached out to **************** to discuss this, as it sounds like a miscommunication? Please give us a call in the office to discuss this further if needed.

  Customer response

  06/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************
  

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