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:07/10/2025

  Type:Sales and Advertising 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.

  I spent more than $15,000 on a new air conditioning unit 4 years ago. My air went out and they had to order a part- it took 10 days. When the part came in, they came out and said they ordered the wrong part. Parts are all still under warranty but they just sent me a bill for $815 to install the part (in less than an hour) that was GUARANTEED NOT to break.

  

  Business Response

  Date: 07/11/2025

  On Monday, June 30, 2025, at approximately 8:00 PM, Mrs. ******** contacted our office after regular business hours, requesting service for a non-cooling HVAC system. Per MJ Frick Company policy, after-hours emergency service is reserved for customers with only one HVAC system, or for issues involving active water or gas leaks.
  
  Service Scheduling & Accommodations
  On the morning of July 1, 2025, our service department contacted Mrs. ******** to schedule a diagnostic appointment.
  That week was a shortened holiday week, with extremely high temperatures reaching 101F.
  Despite being fully booked, our Service Manager arranged for a technician to work overtime specifically to accommodate Mrs. ********* based on her concerns that:
  Her daughter was recovering from surgery.
  The daughters room housed a pet rabbit they preferred not to relocate.
  It is important to note that the home is equipped with two ************* meaning one system remained operational. As such, this was not considered an emergency by policy, but rather a comfort-related inconvenience.
  
  Diagnostic & Warranty Coverage
  On the evening of July 1, 2025, our technician diagnosed a failed component that required replacement.
  Our service department contacted the supplier to determine part availability, pricing, and warranty coverage.
  According to Invoice #*********** dated 12/18/2020, Mrs. ******** purchased two full ************ for $14,750. The warranty terms provided at the time of purchase were:
  2-Year Labor Warranty (expired 12/18/2022)
  10-Year Manufacturer Parts Warranty (valid through 2030)
  The failed part was covered under the manufacturers 10-year warranty; however, the labor and refrigerant were not covered. Mrs. ******** was informed of the out-of-pocket cost:
  Labor: $575
  Refrigerant: $120 per pound (2 pounds required = $240)
  Total Estimate: $815
  Mrs. ******** approved the repair, and the part was ordered the next business day.
  
  Part Delivery & Repair Completion
  On July 2, the order was placed with the supply house, who advised of a 710 business day delivery window.
  Due to the July 4th holiday, only one business day remained in the week.
  Despite the projected timeline, the part was received in just two business days and the technician returned to the home on July 8, 2025.
  Upon arrival:
  The technician discovered a component missing from the shipment.
  Our delivery driver was dispatched immediately to the suppliers ********* location to retrieve the missing piece while the technician remained on-site.
  The system was repaired and fully operational by 2:17 PM, with work performed under extreme conditions in a 150F attic.
  Technician time on-site: ~3 hours, plus 1.5 hours of logistics from our delivery driver.
  This timeline and level of service reflect our commitment to customer satisfactioneven in challenging circumstances.
  
  Final Invoice & Communication
  Invoice #i191938 totaling $815 reflects:
  $575 for labor
  $240 for refrigerant
  Charges are valid and supported by documentation and warranty coverage terms.
  A phone recording confirms:
  At minute 7:30, our CSR informed Mrs. ******** she could speak with our Service Manager to request payment arrangements.
  Mrs. ******** acknowledged this information but did not contact us afterward to arrange payment.
  Instead, we were notified of this matter through a BBB complaint. We would have gladly worked with her had she reached out directly. MJ Frick Company routinely accommodates payment arrangements upon request, and we remain open to doing so now if the customer contacts our office.
  
  Closing ************************ was performed professionally, timely, and under appropriate warranty terms.
  Mrs. ******** was given the opportunity to discuss payment options but chose not to follow up.
  We respectfully assert that the charges are valid and remain open to arranging a payment plan if the customer contacts us directly.
  

  Customer Answer

  Date: 07/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the business has requested a remove the complaint.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:12/09/2024

  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.

  A neighbor recommended MJ Frick to drain the water heater and clean the dryer vent in my condo. I was only looking for those single services.When I called MJ Frick, they recommended an annual contract and tried to get me to pay in advance for both services - both to them and their "sister company" doing the dryer vent. It was high-pressure. I said no, and thought we agreed to a single service, but then was surprised to see a charge for their annual contracted services on my **************** card ending ***** on November 11, 2024 for $208. The appointment was scheduled for Monday, December 9th 11am-1pm for both the plumbing maintenance and the dryer vent. No one showed up for the appointment, and when I called, they said they needed to reschedule. I indicated I could not do so, as I am leaving town. They said, "Oh well, the contract is non-refundable. You can use it later in the year." I told them I was not comfortable paying them 6 months in advance for something I may not ever receive, and they still refused to refund the money. I need to get the $208 back, and ensure the "contract" (which I never signed) is canceled for good.

  

  Business Response

  Date: 12/27/2024

  Ms. ******* initiated a call on 11/11/2024 for a cleaning of her water heater and dryer vent. 
  Our CSR's always want to give our customers the option of joining our maintenance program mostly to save our customers money in the long run. With a membership you receive multiple visits for maintenance and discounted pricing. When a membership is initiated, the benefits begin right away at the time of payment even when appointments are scheduled further in advance, this way if you have an emergency service needed you aren't charged emergency pricing. The contract is a rolling year contract. Our maintenance contracts are non-refundable due to this reason. 
  Our technicians were scheduled to perform the service & unfortunately the service technician came down with illness and needed to be rescheduled. Our office reached out via phone multiple times without success and left voicemails trying to explain this to the customer. When the customer called in to cancel the service with our *** she had stated that she was going to contact her credit card company and cancel her payment. Unfortunately, when this happens, we are no longer able to issue a refund even if approved by our management because it would result in a double refund to the customer. Our procedure is to wait the 30 days to see if we receive a charge back from the credit card company and if not then a full refund can be made. I personally tried to reach the customer to apologize and rectify the situation and explain the process but never received a response or communication back. Thus, leaving us to wait to hear from the credit card company themselves. 

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22660796
  
  I am rejecting this response because: I have not yet receive a response from *****************  If I receive a credit there, I will accept the business response.  Still, the business has overstated their efforts to reach me and be responsive.  They should not be charging for services without providing them, and they should not have escalated this conflict to this point when I told them I accepted their cancellation but needed a refund because I would be out of town for winter.  I believe they are trying to collect money from customers without providing services in an effort to create high margin and recurring revenue contracts to sell the business to private equity owners.  It's sleazy practice and I want it on record that they are damaging relationships and competing with customers they should be helping and respecting.  They need to look into the woman who spoke with me on the phone because she is doing a bad job of relating to customers via misleading and high pressure sales tactics. 

  I will wait the response from **************** and accept this outcome once they show the credit.

  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 01/07/2025

  Attached are copies of our call recordings showing our outbound and inbound call to and from the consumer. At least 6 different attempts are shown from our office - this does NOT include any from our technicians from their private work numbers. Also attached is the response to the ****** review received by the consumer since some of our calls to her went unanswered. A voicemail was left each time. 

  
  At the time of each maintenance purchase outside of the verbal conversation & commitment, the customer will receive by email a written copy of what is entailed in our Maintenance Contract, including cancellations and refunds policies. Ms. ******* copy was sent to her email address on file and opened by her on 11/11/2024 @ 10:58 AM. 
  
  As stated in our previous response we in good faith do offer refunds to consumers who have experienced a less than satisfactory service on our end. However this again is processed after 30 days when approved by our management when a credit card company has been notified. Ms ******* did contact her CC company and was given a refund by them on 12/26/24. Therefore she will NOT receive a refund from MJ Frick Company moving forward as she has already received this from her CC Company and it would result in a duplicate refund by us to her and her CC company.