BBB Accredited Business since
BBB Business Reviews may not be reproduced for sales or promotional purposes.
Request a Quote
A BBB Accredited Business since
BBB has determined that Frosty's Heating & Cooling, Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Frosty's Heating & Cooling, Inc include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Department of Professional and Occupational Regulation (DPOR)-VA
9960 Mayland Drive, Suite 400, Henrico VA 23233
Phone Number: 804-367-8500
The number is 2705027058 B.
Department of Professional and Occupational Regulation (DPOR)-VA
9960 Mayland Drive, Suite 400, Henrico VA 23233
Phone Number: 804-367-8500
The number is 2710017728.
Type of Entity
Business ManagementMr. James Caramberis, President / Founder
Air Conditioning Contractors & Systems Air Duct Cleaning Heating & Air Conditioning
Alternate Business NamesFrosty's Heating + Cooling Incorporated Frosty's Heating and Cooling
Industry TipsAir Duct Cleaning
3013 Colvin St
Alexandria, VA 22314 (703) 671-9193 Directions
What is a BBB Business Review?
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
Additional Phone Numbers
- (703) 575-8175(Phone)
- (703) 451-9866(Phone)
- (703) 671-8674(Phone)
- (703) 651-2067(Phone)
- (703) 451-9856(Phone)
Additional Email Addresses
- - eQuote
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Read Complaint Details
Complaint: I had FROSTY's on the contract to maintain my HVAC unit for about three years 2011-2014. On October 31, 2014 FROSTY's technicial visited to inspect my HVAC unit as part of the twice-a-year inspection. He recommended to replace the HVAC unit. On that day I renewed the service contract with FROSTY's for one more year (October 31 2014-2015). Later FROSTY's provided me with the price offer for the new HVAC unit. I compared it to other quotes and decided to go with another provider. Once the installation was complete, I decided to cancel my service contract with FROSTY's. However, FROSTRY's refused to reimburse the entire value of the contract claiming that I have to cover the last inspection (October 31, 2014) - which in fact was covered under the previous contract. As part of the contract, FROSTY's provides two inspections per year - before and after winter. I was away during the spring of 2014 and hence didn't schedule technician's visit. When I called FROSTY's to schedule a visit in the fall the representative told me that it was going to be free since I didn't have a visit in the spring. I scheduled the visit for October 10. Later I had to reschedule as I was going to travel on October 10 and hence I rescheduled for October 31. When I rescheduled the visit, FROSTY's representative didn't tell me that my service contract with them was going to expire before Oct 31 - hence now they claim that I have to compensate them for the technician's visit last year, and they could only reimburse the difference (which they were very painful about - I spoke to the manager in December - she was extremely rude. I tried contracting her later, but it seems she is in a perpetual meeting). Hence I haven't receive a single cent of my money! Considering FROSTY's didn't notify me that my service contract was going to lapse when I called them to reschedule, I request the reimbursement of the entire contract value (about USD 170).
Desired Settlement: Reimbursement of the entire contract amount, and not just the difference between the contract amount and the technician's visit (which I haven't received a singe cent)
Business Response: *********- *** *********** is on our annual service agreement. That does include a spring check of the AC system and a fall check of the heating system. Each season we do everything in our power to ensure our agreement customers receive everything they have paid for. When we begin our scheduling process we start by sending each customer an email informing them it is time to schedule. If we do not get a response we proceed by completing two (2) rounds of phone calls to schedule their appointments, and if we still do not manage to connect with the customers we mail them a post card. Our agreements state in writing that this agreement “automatically renews annually unless written notice is supplied from either party thirty (30) days in advance” *** ***********’s agreement was due to renew in the fall of 2014. He scheduled the service call and we supplied the service of performing his fall inspection of the heating system on October 31, 2014. At that time the fall visit was counted as the first inspection of a renewed service agreement which he signed and paid. Since the agreement was renewed and paid the service call fee of $129.95 was waived. When *** *********** called our office and spoke with the office manager in December, even though he had not followed the terms of the agreement, she offered to cancel the annual agreement and discount the charges for services completed to the $129.95 giving him a refund of $60.05 as our service agreements are actually $190 per year. At that time *** *********** stated “I will need to think about this” and hung up on her. We have not received any communication from *** *********** since, as we were unclear on how he wanted to proceed his agreement is still in place. As the fall service was not part of the previous agreement and our technician did a full check up on his system there is still a charge incurred. I am willing to increase the discount to $95, exactly 50% of our annual service agreement that was paid since *** *********** has already received 50% of the work included in what he paid for. I believe he is using another vendor but I will still offer him another free check up to finish out his maintenance if that is more acceptable. Sincerely, James B**** Presdient
[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.]
PS I called FROSTY'S three times over January-February and left three messages for the manager - I have received zero calls back.. BBB was certainly a more effective way of communicating.
Problems with Product/Service
Read Complaint Details
Complaint: Over the weekend of July 26th, my husband and I noticed that our A/C was unable to cool below 75º. We reside in a condominium at **** ******** Of *********** (****), and about 3-1/2 months ago a major water leak occurred in our building. According to the condominium bylaws, the association is responsible for testing and repair of the HVAC system, and Frosty's was contacted as the association's repair service. As a result, Frosty’s assessed that the unit was operable after repairing the circuit board. So with the recent development of our A/C’s inability to cool below 75º -- and only residing in the apartment for two weeks after the flooding three months ago -- the problem could likely be related to the flooding, and therefore I decided to contact Frosty’s to recheck our HVAC unit. The technician left to work on the rooftop where the system valves are located. About 45 minutes later, he returned with a bucket in hand and asked if he could fill his bucket with water. I asked why he needed to fill his bucket with water. He said, “I need to cool down the compressor.” The rest of the exchange went like this: “Why do you need to cool down the compressor?” “Because it’s overheating.” “Why is it overheating?” “Because it’s charged wrong.” “And why is it charged wrong?” “Because the wrong refrigerant was used.” At this point I said, “You used the wrong refrigerant?!” He responded, “I didn’t say that. When did I say that?” I instructed him to go back to the rooftop, cool the compressor, add the refrigerant and that’s it. Don’t do anything else. I asked if he added the dye, and since he had not, I told him specifically, do not add the red dye and do not to do anything more. I then called his office manager immediately and told her everything that was occurring and asked if it sounded right to her. She said she couldn’t say because she was not a technician but would call his manager (the owner) and have him call the technician. I then reiterated that I wanted her technician to cool down the compressor, add the refrigerant and to cease from doing anything else. Do not apply the red dye. I called back ten minutes later to tell her to have the owner call me. At 12:42 I received a call from the owner, ***** Caramberis, and told him about his technician. His response was that his technician was doing the right thing by cooling down the compressor. He then said that I should not have run it overnight on cool and that was why the compressor overheated. Well then I said, he had two problems: When I made the appointment, I was instructed by his office manager to, “overnight, turn the fan to ‘on,’ not ‘auto,’ so it won’t be iced over when the technician comes to fix it in the morning.” He then said she should have said to turn the A/C off. I told him he may have damaged my compressor and as a manager he should be taking responsibility. He then proceeded to tell me that I was wrong and that his technician did the right thing and he could not have used the wrong refrigerant because there are only two refrigerants. I replied, “Well maybe he used the wrong one.” I told him to call me back later to let me know how he plans to resolve this. His response was that if I was expecting him to pay for anything, he’s not responsible and there is nothing wrong; the compressor is fine. I told him if he damaged my compressor he would be hearing from me. And again, his final words were that the compressor was fine, and the compressor is not damaged. The next day, I called another HVAC company to check my A/C. First, he was surprised that the Frosty’s technician said there was a leak before checking the rooftop. The only way of knowing if there is a leak is to check the system on the rooftop. To make a long story short, the HVAC technician reported red dye covering the system valves on the rooftop and the proof was all over his hands. Then he explained that my compressor was making a grinding noise and it was not starting at the same time as the unit in my apartment. It should be starting simultaneously, but it takes 2-3 turns until it finally catches up to the inside unit. His assessment was that the compressor is not operating properly and could break down at anytime. I called Frosty’s twice that morning, August 31st, and left two voicemails asking if they could tell me how much the quantity “1” is in the “1 refrigerant” on their invoice. (For your information, this is important for the technician to know if it is 1 pound, or how much refrigerant exactly was put into the system because $389 was way too expensive for one pound.) Frosty’s never returned the call. For your information, others have had similar experiences with Frosty’s as reported on yelp. Note the 2-1/2 star rating and the owner’s numerous excuses in response to negative reviews: ******************************************************************* *** * ******* **** **************************
Desired Settlement: Compensation for damage done to my HVAC system due to gross negligence. $1,500.00 for a new compressor. A written report is available.
BBB of Metro Washington DC and Eastern Pennsylvania 1411 K St. NW, 10th Floor Washington DC 20005
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
The owner, ***** *****, has no qualms about lying.
Regarding his statement that he does not use a red dye, please see the exchange in my complaint with his service guy, ***, his office manager at the time, ***, and either ***** ***** himself, or some other fellow named ***** *** who was certainly responding as though he was the president of the company.
As mentioned in my complaint, his technician, ***, said he uses a red dye, even asked me before leaving my condo if I was sure I did not want the red dye inserted -- because apparently he disregarded my instructions and inserted it anyway. The next day when I had another HVAC technician inspect Frosty's work, he found red dye covering my service valves, as noted on his attached report, under the heading "recommendations."
But more telling: A green dye as **. *****/*** claims in his response, was never mentioned at all in the service call on July 30th with ***, nor the phone conversation with his then office manager, ***, nor in the returned phone call from ***** *****/***. The dye was always referred to as a red dye -- a red dye that was covering my service valves the next day with evidence shown on a note pad (see attachment) of the inspecting HVAC technician, and also noted on his report. My only regret is not taking a photo of his hands before he asked to rinse them off.
As for a returned phone call from a **** explaining the "1 refrigerant" as claimed by **. ***** -- I have no record of a call received on my voicemail. Perhaps it was left on someone else's voicemail, but not mine.
Regarding **. *****'s assertions that I was told to turn off my A/C at the time of scheduling an appointment, that my compressor was overheating because refrigerant levels were low, etc., etc., please see the initial complaint in answer to **. *****'s flimsy excuses in an attempt to cover up his company's incompetence and ineptitude at HVAC service and repair. Considering his outrageous prices and questionable business practices, it seems more profitable for him to keep following up with bad service.
I find his response outrageous and unacceptable.
Customer Reviews Summary