Frog Pro Services

Hiring FrogPro will be one of the biggest life lessons I will endure during homeownership, a painful one. I hired them to install a new AC in May of 2020 after 3 years of adding freon to an 18-year-old unit. We went with FrogPro based on a word of mouth referral from a friend of my mother's, they used Trane units and their price was good so I thought okay, let's get this taken care of before the summer heat. They tried to install some random unit and then the tech lied and said I'm sure it's a Trane. I asked him to show me the box, a manual, something to prove the brand of this unit, he couldn't so I had to call the front office and request to have him uninstall and for them to come back the next day. I should have gone with my gut then and said no thanks, no need to come back tomorrow. So now here I am 3+ months later, 5 visits from FrogPro, with a unit that keeps freezing up in an 82 degree house when I want it at 74. I got four, 2nd opinions and they all said the same thing, bad install, coil is wrong, ductwork needed to be adjusted. The problem is a new HVAC company cannot touch my unit because it will void the warranty so they cannot fix all the mistakes and make my life cool and comfortable. I feel like I may know more about HVAC units at this rate than the installers that came to my house in May. I have no faith or trust in this company when they repeatedly come out and cannot fix the problem on a new unit. They also don't answer the phone or call me back and are pretty much always late to service scheduled appointments. I finally asked FrogPro to take the unit and give me my money back after I saw they offer a 100% money-back guarantee on parts and install up to one year that they mentioned after a bad review on the BBB website. They said they don't just let people drive around brand new cars for 3 months and not pay anything. I have stipulations with my install and they said because they offer to fix my unit I can complain to the Attorney General and BBB all I want, they don't care. Clearly! I now have Trane involved and after giving them the serial number and sending a picture directly from the unit they cannot register my unit because my number appears to be invalid but FrogPro says the unit is registered...okay? So still waiting to see what becomes of this little scenario. With several dozen professional companies in the city, I would strongly urge you to choose any other reputable HVAC company.

UPDATE 1/21/2021
Never said I would remove this review or gave my word that I would do so. Yet again proving the communication efforts are lacking and calling all your customers liars on every review you respond to is very unbecoming.
I told Frog Pro my furnance was oversized after another company told me so and said this was most likely the reason why I was having issues and Frogpro should have not installed a new AC without recommending an entire HVAC unit replacement. They then offered me a used furnance to install for a discount in my home, which I declined. They replaced the coil as best they could without charging me because yes, they can try to make things right. Trane found my unit and said I may use any other HVAC company going forward to service the AC unit. I am not tied to FrogPro. We are now looking into who we can work with going forward and deciding who can replace our furnance in the near future.
Every homeowner can decide for themselves who they choose to hire. This review is my account and if it helps a homeowner make an educated decision then I am going to leave it up and not let a company bully or shame me into removing it.

Never, use this company, you can never get hold of anyone there. Their voicemail is always full so you can’t even leave a message, and by the grace of God you can leave a message they never return your call. They lie to you on when they will be here and never show up. Or the show up and say it is too hot in the attic. This is what you do for a living come prepared. You knew it was in the attic don’t come out in the heat of the day. They also over charge on their Freon. They wanted to charge me 185 a lb, the other company I called because I have waited over a month for Frog to fix my AC is only charging 115 per lb. The service technician didn’t even know the difference between a 4’ ladder and a 6’ ladder. They kept telling meI needed different parts and the parts they brought was never the right one. Yes my unit is over 20yrs old and I realize parts are hard to get, they should have said right from the beginning it was obsolete. They also said my AC Unit was too big for my house,the company I am now using said it is the correct size and we could go bigger. This company is the worst run company I have ever dealt with. If your home warranty sends these guys like they did me refuse to use them. They even have a bad rating from the BBB.

The question is “did I use this business” the answer has to be no because they stood me up. I scheduled an appointment and they never called, never showed… nothing. However by the looks of the reviews I may have dodged a bullet on this one. I took the day off to deal with this mess of a company which sucked but I contacted a more dedicated organization to take over so I guess it may have worked out best for us both.

We contacted our home warranty on Sunday and were assigned to Frog Pro Services. They were closed, so we had to wait until Monday. On Monday, they had to reschedule us because they were running behind and would be out between 8-11 on Tuesday. At 11:45 on Tuesday my husband calls and no one picks up. In case they were on lunch, he called again a bit later. After they again did not pick up, he called or home warranty people. They he would be on hold about 2 minutes. I have a feeling that they had difficulty getting a hold of them as well, as it took about 15. Finally the technician (who was fantastic), got out at about 5 and got everything fixed for us pretty quickly. Overall though, it was an awful experience and I wouldn't use them if I had a choice.

Would not recommend this company. Initial estimate for work included numerous parts needed totaling over $1,200 which was not needed. The business charged me $285.00 before work was completed.

The man who came to fix was more knowledgeable and only unclogged one part of a pipe to fix the problem. He told me the whole $285 would be refunded.

I have called management nearly a dozen times waiting for my refund and proof it was refunded. All never came.

I had to resolve to calling credit card company to dispute the charge. Very unprofessional.

No show first time, promised to be on time next time, between 8 and 11. No call no show. Called AHS to assign new contractor. Trust me, there are more responsive, and more professional people doing HVAC that can do better than this. AHS should remove this Frog Pro No Show off their list of approved vendors. And after reading reviews from BBB and Google, I wouldn't want them to touch my HVAC because they are dishonest and sheisty.

July 8, 2022, came to service my unit due to not cooling. Shawn said it was just low on refrigerant. I paid $495.00 for refrigerant. Less then two weeks later, it kept getting warmer in the house. I emailed AHS to advise of not working again. Also attempted to call Shawn who had told me to keep his number and call anytime I had question, including weekends. WELL, no response. AHS did a recall dispatch, when I called to schedule with dispatch number was put on hold to be disconnected. Call back to be told the office manager was reviewing and would call me back in 30mins. After 2 hours, I checked my email and had received one from AHS stating Frog was using the diagnosis from service day July 8th that my evaporator coil was leaking. WHO in there right mind spending $495.00 for refrigerant that will leak. WOW
Air Max ended up coming to service since Frog Pro wouldn't respond. GUESS WHAT, not the evaporator coil, had to replace capitator and it had TOO MUCH REFRIGERANT. Thanks Air Max

I had my AC replaced by Frog Pro last year after they were assigned to me by my Home Warranty company. In the moment, not having immediate attention during the hot, summer months was frustrating, but the staff at Frog Pro responded in a timely manner, and sent a technician to my home as soon as possible. They worked with me to understand the issue with my AC, and educated me on the benefits of my home warranty policy. Frog Pro was able to replace my AC at a very reasonable cost with the support of my home warranty policy. Now that it's getting hotter outside, Frog Pro is coming out again to make sure everything is in working order for the Summer.

They never show up when they tell you. They don’t call and explain why. No one ever answers their phones. I would not use if my home warranty didn’t schedule with them. Next time I will insist on another more professional company the doesn’t make appt window from 11 to 7 and never show or call several days in a row. Update 11/2022. Warranty company sent back out. Again appt made, no one shows up or calls. Was told manager made appt and it was for another day. Another wasted day for me.

Worst experience my family has been through. Came out on October 7 and it’s now the 20th. Never turned in our diagnosis to home insurance to find out. So we have been out of heat that long. Three cracked coils on furnace and told they can patch it. State of Ohio that’s not legal. Insurance company told us Shawn from frog told him we didn’t want it fixed! Very unprofessional.