It started great. Saw cold frog's slick website and they seemed like the right guys to replace our sump pumps. When we contacted them last fall they were prompt and had both sumps replaced within 2 days. Then this summer the primary pump failed. We called cold frog on their 24/7 support line and left an urgent message. Two days later and no reply. Out of desperation, we contacted another plumber that we knew and they replaced the primary the next day. The other plumber told us that the pump shouldn't have failed within a year and we should contact cold frog for a warranty refund. So I called cold frog repeatedly over a two day window, getting the voicemail every time until I finally lucked out and got Kelly. Then the fun started. There were questions about why we didn't contact him ( we left an urgent message ) and why we didn't call his cell ( there was only one number on his website ). Unfortunately for us, we misplaced the invoice for the work. Kelly then asked for the contact name and address. I gave him both our names and the address. Days later I texted him for follow up and he couldn't find the invoice. He asked for a photo of the pump. We sent it. Again, days later I follow up and still no luck with the invoice. We need to find the invoice or give him the date of the work or he can't do anything. I ask why the date of the invoice would be so important. Shouldn't you be able to reference an invoice by name or address? During this whole time, which by now has spanned almost a month, all we are asking for is a refund on the pump, not a refund on the service charges. Finally I get a text saying that we will get a full refund and asking for my email address. That was more than a month ago and I haven't had any replies to my texts since. Buyer beware...
- Approximate cost of services:
- $1,800.00