Frog Pro Services

My AC system stopped working on 17Jun2021. I filed a service request with American Home Shield (AHS) the next morning (18Jun). Frog Pro was assigned and initially very responsive. A technician came to my home at around 5:30pm the same day. He assessed the system for approximately 15 minutes and claimed it was "burned up" and needed replaced. He claimed that the "burned up'd" nature was a result of water infiltration from a roof leak and likely AHS would not cover such damage but he'd see what they could do. There is no evidence of water damage and ultimately that is not the assessment sent to AHS. He then asked that I pull up the text message from AHS and submit a 5 star review so he could initiate the report back to AHS to begin the replacement process which I found extremely shady. He said that I should hear back right away, maybe even on Saturday (19June). I heard nothing until Monday(21Jun) at 2:30pm when I received a text message that someone was on their way to my property. I assumed based on our first conversation that this was regarding replacement/repair. When I arrived home, a new tech was there starting from scratch and claimed that the problem was electrical (which to his credit was correct). Rather than locating the electrical problem which turned out to be a $7 fuse (Frog Pro had no part in actually resolving this fuse issue), he said we needed an electrician (which would cost an additional $75 from AHS). I was obviously confused based on the previous assessment. No one from AHS or Frog Pro indicated that they would need to send a second tech for a second opinion and I was skeptical of the electrical assessment. I said I would deal with the service manager going forward. I called Frog Pro several times the same day to discuss my concerns. No one answered and the voicemail box was full so I could not leave a message. The following day (Tues 22Jun) I called numerous times and again no one answered and the voicemail box was full. I called AHS and explained everything that had happened., requested a new provider, and was told that nothing could move forward until Frog Pro submitted their assessment. The service manager (Sean??) called me midday and left a message. I called his personal cell (I assume) and he didn't answer. I left a message saying that he needs to submit his assessment to AHS so I can move forward and that I requested a new provider since they were not responding to my calls. The following day (23Jun), I again called AHS numerous times to ask for a new provider. They said nothing could move forward until Frog Pro submitted an assessment which they had not provided. The AHS call service called Frog Pro on every occasion and they did not answer and was also unable to leave a message. They also sent emails which according to AHS went unresponded. Finally, Thursday (24Jun) i gave AHS the service manage cell number from my phone and he finally submitted a verbal assessment of an electrical problem and an electrician would need to be assigned. Keep in mind he could have and should have done this three days prior but did not. At this point, I grabbed my multimeter and within 10 minutes assessed the issue as a blown fuse in the outside junction box near the condenser.

I get it. Home Warranties are not worth the paper they're printed on. AHS is a terrible excuse for a company. I'm just here to inform anyone that may come across this to never under any circumstances accept an AHS home warranty in their purchase contract and do not use Frog Pro for anything.

The simple fact these people cannot answer a phone call should raise red flags. I can only assess that the lack of communication is a combination of unprofessionalism and incompetence.

UPDATE. It was a fuse. One per pole. If you had checked the voltages at the outside unit it would have been obvious. There are no burned wires or water evidence aside from normal condensate. Answer your phone! No one expects AHS to cover a $10k+ system for "free". Just resolve the problem, be honest and accountable.

How exactly did they get 3 stars lol? I don't even have time for this mess but I've made time... I could write a novella on how terrible the experience was with this company, Between Stephanie, Shawn aka bear, and the smart mouth Pat guy who should NEVER answer a customer service call in life. Very much like the other customers, this is for closure and as a warning to others because I know everyone in that office could care less and would never accept responsibility. Let's start with the 3 appts they made and NEVER showed nor called. The terribly rude telephone conversations and putting me on hold to never actually speak. I had to result to calling from different numbers to get an answer. The photos I have attached are how they left my system open for well over two weeks. The service tech asked me if it were ok to leave the system open overnight until they received the part. Now mind you, you can not even use your AC while the inducer motor is off like this. And it was the middle of summer. A long story I had to speak to my home warranty contractor relations to get them to do there job. I even tried to change contractors since they were so evil and telling me to do so on the phone. HOWEVER, THEY TORE A HOLE IN THE PART THAT WAS SUPPOSE TO BE REPLACED! Therefore the other company could not work on it and I was stuck going back to them. Lets put it this way, I would not let them work on any of my homes if it were FREE! The 1st tech came in exhausted and telling me he could not wait to go home. I watched him the entire time and he tells my home warranty that he cleaned the flame sensor and everything was working just fine. When HE NEVER UNSCREWED OR CLEANED THE FLAME SENSOR LOL. I know exactly where it is and he never unscrewed it or pulled out any steel wool or sandpaper. All he did was put his mouth on all the hoses and blew threw them which I thought was very yucky especially during COVID. My thing is how are people like this still in business???? The few good reviews must be fake because these people were the absolute WORST COMPANY I HAVE HAD FROM AHS. IF you have ahs and hear they are sending these people out you have a right to request someone else this was long and tiresome as hell!
Almost forgot they came into my house to put the system back together one day and only minors were home and were upset with me because I told ahs that they never came that day..... Ummmm I did not know you could enter the home with MINORS SO I HONESTLY DID NOT KNOW! THE LIST ACTUALLY GOES ON BUT THEY SHOULD RETHINK THIS COMPANY or maybe the owner does not know how messed up his staff is. shady Af is all I can see!

A technician was supposed to come on Monday, October 18th to do a tune up of the furnace. The service was proposed by my home warranty American Homeshield. The technician never showed up and never informed me that he would not come. I have tried to call the main number a few times, but it says that the mail box is full and no longer can take messages.

Like everyone else in comments they were suggested to us by our insurance company. I agree with every one of these comments. JUST STAY AWAY FROM THEM CON ARTISTS.

Never answered their phone or called back. Not professional at all! They have been one of the worst companies I have ever dealt with.

my unit was installed 2 years ago. I have had nothing but maintenance problems since. Everyone tells me its installed incorrectly and the wiring is hazardous. The fuses constantly blow and the wires in the thermostat were also wired backward. I have tried to call several times for service but no return call. All I want is for someone to come out a correct the problem. I'm surprised by all of the good reviews, Seriously.

Absolutely do not use this company if you can. They installed a heating system that worked for less than a week and it took over 5 weeks for them to get a technician on site to fix it. The technician said he needed to order a part and they didn’t get back to me for a week about the status. I left multiple voicemails that were disregarded. Extremely poor customer service and communication from Frog Pro. I highly advise you use literally any other company, or buy something online and pay someone off the street to do it because you’d be better off.

Worst business experience of my life!
I recommend calling AHS to demand that they stop the contract with this dishonest, unprofessional company... that's what I did. I will not continue to be a AHS customer if they continue to force their customers to be the prey of this unjust, back-alley business!

They don’t deserve 1 star Do NOT use this company ever! I needed service on my air conditioning I was given a time frame between 11 to 3:00 pm. Not only did they not show up, they never called me to let me know anything & I had to call to find out what was going on and why the technician had not come. They gave me a bogus phone number to the office. I had to call Home Sheild to get information & to obtain the technicians phone number to call him directly . When I called the technician his voicemail was full and he NEVER answered his phone. They never showed up at all & never called & it’s after 6:30. I have waited in my house all day. This company is unprofessional and non responsive . They don’t need to be in business if they cannot properly handle their customers . I have asked Home Sheild for another company. This is no way to do business. Calling BBB.

I’m not one to leave bad reviews but holy s**t. Unless you have 15 days to babysit a HVAC company, don’t call these guys. NEVER returned my phone calls. NEVER called me on the way over. Didn’t show up the first three times they were scheduled to be out. Every time I called in to ask where they were, they said “let me check with the tech and I’ll call you right back”. Never called back and didn’t answer my calls 2 hours later. EVERY SINGLE TIME. It’s remarkable that they are still in business. Do yourself a favor and do not let the home warranty company send these guys.