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:01/29/2025

  Type:Order 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.

  [[BBB transcription via email]] To the Better Business Bureau: I contracted with Jackson Comfort Services of Northfield OH to install a new furnace at my rental property in Aurora OH on 1/10/25. On 1/9/25 I spoke by phone with the company's sales representative regarding the specifics of the contract, which were to be detailed in the sales invoice. To date, 1/23/25, the company still has not met many of the terms that were agreed upon; therefore I have put a credit-card stop-payment order on the $8,970.05 invoice. ******* had immediately charged my Citibank credit card after the installation. Following are the numerous errors which need to be resolved before I will pay for this service by check. A. On 1-9-25, Jackson rep **** ****** requested that one-third of the total cost be paid prior to work being done. Instead, the full $8,970.05 was billed, and then the very next day, 1-10-25, an additional $3,000 was billed to my card, raising the total charge for the furnace to $11,970.05. B. To date, I have received FOUR copies of the invoice #****** for the furnace. None of them properly addresses the terms originally agreed upon. C. I have made FOUR requests for a corrected new invoice number showing all of the correct terms of the contract and the respective warranties. However, ******* says it does not or cannot issue a new invoice. Instead, I have FOUR copies of the same invoice, all showing different terms. D. All correspondence I've received so far has been from ***** ******** and ******** ********. Each of them addresses only one of my error complaints, ignoring the rest.

  

  Business Response

  Date: 02/24/2025

  We responded directly to the email correspondence with the customer and have been working to rectify each of the complaints and customer's concerns. The 1/3 additional $3000 that was billed in addition to her total was immediately refunded. We are currently waiting for her credit card's stop payment to process which is causing us delay in making sure she has the full amount charged back (we would have been able to process a refund within 3-5 business days if customer requested this before putting in the stop payment). We sent the corrected invoice number with all requested warranty and membership information and she confirmed receipt. There are different departments involved in an installation, so between installation, sales, and office, all parts of her complaint were addressed and handled. Manuals for the furnace were mailed by the office as well. We may not always get it right, but we work together as a company to address all customer concerns which we did here, and hope everything is resolved for the customer. 

• Initial Complaint

  Date:10/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Date of service 9.12.2023 Paid $507 for a service which has lead to 10's of thousands in water damage. e - $507. Business flooded basement during service and it has been a disaster dealing with them to fix damages. Nature of the dispute: I am seeking repairs from Jackson Comfort for flooding my home office, compensation for all of my damaged personal property and compensation for work and personal time lost dealing with this issue. The home office was flooded on 9.12 and since then, I have been repeatedly contacting the company to remedy the damage. The company stated that they are submitting an insurance claim to repair the damage and I was last contacted by the insurance company on 9.22. I have been trying to get a hold of the insurance company for the past 10 days and they are also unresponsive. I have documented the communication sequence and events below. ------------------------------ Tuesday, 9.12 08:15 AM Two technicians from Jackson Comfort arrived to install an outdoor hot water spigot and replace the cold water spigot. When installing the cold water spigot, the plumber did not drain the copper pipe before cutting it which caused water to shoot out of the pipe directly into my home office and basement. The next sequence of events can be summarized to: •Water floods my home office and half of basement area (see pictures attached) •Baseboards became warped from water damage •Newly installed sound-proof insulation soaked •Mud tracked all over carpet floors •Plumber scratches my computer monitor with a bucket. Plumber also scratches my desk (see pictures attached) •Cold water spigot was ‘comped’ due to technician flooding basement, but I still paid for the hot water spigot installation •Basement temperature at a constant ~85 degrees for 3 days straight while 8 fans, 1 blower and 1 dehumidifier ran 24/7. •Personal and professional hours lost due to displacement from home office and dealing with company for resolution.

  

  Business Response

  Date: 10/05/2023

  Hello! This is an insurance claim and we are in the process of resolving it. The customer has sent the estimates to the insurance company and we are waiting for them to take the next steps for the customer

  Customer Answer

  Date: 10/09/2023

   I am rejecting this response because:
  

  Home Office and Basement was flooded on 9.12. I have been working with Claims adjuster since 9.22. I contacted claims company ~3 times a week from 9.22 until today and Claims representative has been unresponsive and "Out of Office" every single time I've tried. I've left voicemails and sent emails asking for follow-ups from claims representative. On 10.4 I called the representative (again) who actually picked up the phone stating that she is pending estimates from me (which was never previously discussed). I sent the estimates same day (10.4) and have been following up every SINGLE day since 10.4. ****** **** (claims representative) has been out of office and not picked up the phone once over the past week. I left a voicemail with her manager Friday (10.6) asking to speak with him as well. 
  ---

  Yes, Jackson Comfort has submitted an insurance claim, but 10.12 will mark 1 month since their technicians flooded my home office. Nothing has been resolved in the past month and I work from home, which has caused severe stress when trying to Work from Home. 

  
  

  Customer Answer

  Date: 10/11/2023

  After speaking with the manager of the claims specialist, manager explained that due to extenuating circumstances, I am being re-assigned a different claims specialist. I spoke to the new claims specialist (*****) the same day and he provided guidance on next steps and expectations for the entire claim. It seems that we are actually getting progress, so I can proceed with closing out this BBB complaint.