Jacobs and Rhodes, Inc

Horrible!! I was charged close to a hundred dollars to have someone come out and tell me a bunch of lies!! The tech was on his phone the whole time, said that there was a leek in the system and he needed to do a leek test to target the leek, also said the unit was junk, a cheep model they put in all the brand new homes around here. He said that half the freon was gone out of the heat pump. He did nothing to fix the problem...the heat pump was not working when he came out and it was not working when he left and he still got a hundred dollars out of the deal.....
Then I called a different company who had the heat pump working in less than ten minutes. He said there was no leek and that the freon in the unit was only a pound or two low.
Jacob and Rhodes' tech was just trying to take my money and sell me one of their units when there's absolutely nothing wrong with my current heat pump as it's less than five years old...and doesn't happen to the the brand they sell. No respect for the way they do business. Will not recommend them to anyone, ever!!

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

To the Revdex.com in regards to complaint [redacted].

On August 15, 2013 our technician was called out to diagnose a problem with the indoor blower

motor. The motor was found to be working so in our technician’s opinion, did not warrant immediate

replacement. He did find the system one pound low on refrigerant, which would cause a lowered

capacity to cool the house especially since the weather was 94 degrees that day, and 103 and 97 the

two previous days. He added one pound and left with the system working well as noted on the service

ticket. As the fan motor was working, nothing else should have been checked if that was the wish of

the homeowner. As requested a written quote was given on the work order for the cost to replace

the motor ($534.00) Low refrigerant levels would not cause any mechanical issues with the motor,

only poor cooling. If the service for the added refrigerant was not authorized to be done then I would

waive that portion. The $70 diagnostic is inclusive of a trip charge and troubleshooting/mechanical

assessment. Due to the circumstances, I would be willing to waive this also.

In regards to our service tickets not being numbered; there is no number on the initial service ticket

work order. The following day all work orders are entered into our system and given an invoice number.

On September 5th

accepted as the old motor did fail. The work was preformed and signed by homeowner as completed.

In justifying this price, it is a compilation of parts/material and labor. It is a flat rate price that is

determined by using industry standards. The price is upfront and does not change whether the job takes

one hour or eight hours to complete. We do not break out the pricing on these types of repairs. To

lend some insight into the pricing strategy, the following must be factored into the labor; wages, health

insurance, gas, auto maintenance, auto insurance, social security benefits, taxes. To say nothing more

on this matter, we are comfortable that we are priced where other HVAC contractors are priced for the

same repair. The homeowner had three weeks to check our price with other contractors before the

quote was accepted if it seemed out of line.

Our entire staff takes careful steps to communicate to customers, that when work is completed,

payment is due, and technicians have instructions to collect before they leave. We sincerely apologize if

this was missed on this occasion, leaving the homeowner to think a payment plan could be negotiated at

the time of work. I agreed to accept a partial payment, with the balance due in October.

Again, we apologize for any confrontational manner that our service technician might have used in this

situation. We are very focused on customer service, and would lend itself to a failure on that front.

We hope this letter and concession for the first service call is acceptable, leaving now only a balance of

$578.32 - $139.71 = $438.61 – ($300 paid) = $138.61

Sincerely

General Manager