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:11/06/2024

  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.

  We called Joslin in June to repair the air conditioning on our HVAC. The technician told us it would most likely need to be replaced soon but he could fix it up for $225. We accepted and 3 weeks later it stopped working. This time he said he could fix it with a new condenser motor for $425, and it might last for awhile. At the time we were really tempted to go with new unit, so got a quote, but ultimately decided on the repair. Everything was great until 3 months later when we switched to heat - the heat was now broken. On a hunch I called another company in and they showed me where the control panel had be broken and the heat disconnected by the previous tech. I called Joslin and told them what I learned, saying if the control panel was broken, I should have been told before I put the additional $425 in. **** came out immediately, said it he could tell the wiring was recent and he would talk to his technician and see what happened. He gave me another quote on a new HVAC, $400 over the estimate in July. I waited 2 weeks but did not hear back. When I called him, he told me the technique told him that I had called him out a third time because something didn't work and when he came out, he "found" the control panel was broken and I asked for my money back. He left no paper trail because he didn't charge me. This was a total fabrication. I am certain he broke the control board when he was installing the condenser motor. I did not call him out a 3rd time. I did not ask for my money back. I get that when you chose to have a repair done, you are taking a chance but this guy broke something and then lied about and it cost me $425.

  Business Response

  Date: 11/13/2024

  On June 21, 2024 we were called out to 306 Cyprus Ct for a no air conditioning call by ***** ******.  The seasoned technician noted a bad capacitor and that the condenser motor was over-amping/over-heating by pulling 1.48 amps when the max the motor would allow is 1.3 amps. The customer was informed of this by the technician, told that the old unit was at the end of its life and should be replaced, and the customer declined replacement of both the unit and the motor. The customer elected to replace only the capacitor and signed the work order. The customer paid for an $80 diagnostic charge and a 40+3 capacitor for $145 (total $225) via check. Two weeks later on 7/10/24, the customer called back for a no air conditioning call. The same technician as the previous visit returned, and noted that the condenser motor had given out, as the tech noted it would two weeks prior. He once again told the customer the unit was at the end of its life, and he gave a price on a new unit. The customer declined replacement, and instead replaced the motor. The customer was only charged for the motor, $425 paid via check. No diagnostic charge was incurred by customer for this visit. On July 12, the customer called at the end of the business day stating that once again their unit had gone out. Due to the extreme temps expected over the weekend (air temp ((not heat index)) of 99 and 100 respectively), the technician once again returned to ***************** order to restore air to the home for the comfort of the homeowner. The technician was at the home according to GPS records for 46 minutes. The technician informed them the board was bad, but he could put a sequencer on it to bypass the board and continue to receive air. The homeowner declined to replace the board, and instead decided to bypass it with a sequencer. No charge was incurred by the customer. Due to the extreme temperatures and emergent timing required to restore airflow to a home, it is not common practice to check heating elements in July. We offer a 30 day warranty on all repairs, and a one year labor warranty on **** parts replaced. On October 22nd, the customer called the office to speak with a service manager about another companys findings on their unit, 102 days after the technicians last visit to 306 Cyprus Court. The service manager, ****, went out to inspect the unit, and also give an updated estimate on a new unit, as per our company policy our initial bid is good for 30 days. Since the initial visit of the technician, due to rising costs of operation, we have experienced a price increase on ************ and labor to install them. However, just as a car has many parts, so does an HVAC system.  The heating elements (in this case, gas) of the unit are separate from the air conditioning system (electric). Due to the age of the unit, the customer was made aware of the risks of repairing the unit versus replacing the unit from the first visit in June. Unfortunately, we cannot offer a refund when we disclaimed the risks associated with repairing a unit at the end of its lifespan. 

  Business Response

  Date: 11/13/2024

  Date Sent: 11/13/2024 1:09:42 PM
  On June 21, 2024 we were called out to 306 Cyprus Ct for a no air conditioning call by ***** ******.  The seasoned technician noted a bad capacitor and that the condenser motor was over-amping/over-heating by pulling 1.48 amps when the max the motor would allow is 1.3 amps. The customer was informed of this by the technician, told that the old unit was at the end of its life and should be replaced, and the customer declined replacement of both the unit and the motor. The customer elected to replace only the capacitor and signed the work order. The customer paid for an $80 diagnostic charge and a 40+3 capacitor for $145 (total $225) via check. Two weeks later on 7/10/24, the customer called back for a no air conditioning call. The same technician as the previous visit returned, and noted that the condenser motor had given out, as the tech noted it would two weeks prior. He once again told the customer the unit was at the end of its life, and he gave a price on a new unit. The customer declined replacement, and instead replaced the motor. The customer was only charged for the motor, $425 paid via check. No diagnostic charge was incurred by customer for this visit. On July 12, the customer called at the end of the business day stating that once again their unit had gone out. Due to the extreme temps expected over the weekend (air temp ((not heat index)) of 99 and 100 respectively), the technician once again returned to ***************** order to restore air to the home for the comfort of the homeowner. The technician was at the home according to GPS records for 46 minutes. The technician informed them the board was bad, but he could put a sequencer on it to bypass the board and continue to receive air. The homeowner declined to replace the board, and instead decided to bypass it with a sequencer. No charge was incurred by the customer. Due to the extreme temperatures and emergent timing required to restore airflow to a home, it is not common practice to check heating elements in July. We offer a 30 day warranty on all repairs, and a one year labor warranty on **** parts replaced. On October 22nd, the customer called the office to speak with a service manager about another companys findings on their unit, 102 days after the technicians last visit to 306 Cyprus Court. The service manager, ****, went out to inspect the unit, and also give an updated estimate on a new unit, as per our company policy our initial bid is good for 30 days. Since the initial visit of the technician, due to rising costs of operation, we have experienced a price increase on ************ and labor to install them. However, just as a car has many parts, so does an HVAC system.  The heating elements (in this case, gas) of the unit are separate from the air conditioning system (electric). Due to the age of the unit, the customer was made aware of the risks of repairing the unit versus replacing the unit from the first visit in June. Unfortunately, we cannot offer a refund when we disclaimed the risks associated with repairing a unit at the end of its lifespan. 

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22523268
  
  I am rejecting this response because the July 12 call was a complete lie.  When I called on Oct 22, even Joslin's had no record of it according to ****.  It was only when they were faced with what the technician did that the call and visit on July 12th was dreamed up.   **** told me he checked the *** on the technician's car to check his story.  I have no idea what that's about.  This business is trying to cover an error they made.
  
  Sincerely,
  
  ****** ******