Complaints

This profile includes complaints for J & J Heating & Air, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  J & J Heating & Air, Inc.

  10020 New Hope Rd Galt, CA 95632-8887

• 

  J & J Heating & Air, Inc.

  PO Box 1239 Woodbridge, CA 95258-1239

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:05/05/2023

  Type:Service or Repair 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.

  Last year in 2022 I recalled ***** heating and air to resolve the issue about my air conditioning. They came out and said there is no freon in the system.I had them install a new A/C unit outside my house in 2021. I called them about my A/C not working and they came out and checked the system and said there is no freon in the system. The tech. ********************* that I needed a new A/C unit which costs about $5000.00. He said that A/C units only lasts 10yrs. I asked what else can I do. He said he can reload 5lbs of freon and put in a sealer and dye which will show a leak if there is one in the system. I chose the freon and sealer with dye. I paid around $1,000.00 for that service. Two weeks later my A/C is not working and ****** came out and said I told you that you need a new A/C unit. I asked why don't you check for the leak. He was not following the steps to find a problem. He kept saying you need a new A/C unit and there are payment plans he can suggest. I said should you not check for the leak in the attic. He finally got a ladder and went up in the attic and lied to me saying i do not see any leaks. He came to the A/C unit outside and said the compressor is leaking with no proof. So I went ahead and paid $5,000.00 for a new A/C unit. Two weeks later my A/C is not working again. I called ***** out here again. The technician checked out the system and they said its a bad unit. One week later they bring another unit out and installed it and got it working. In 2022 we turn on the A/C it does not work correctly. We call the company out to my house again and they said there is no freon in the system. Wait you just installed a new unit no to long ago and it worked. Well maybe there wasn't enough freon in the system. So he reloaded the system. Now 2023 the A/C is not working. I called another company and they found a leak up stairs in the attic. The aluminum core has leaks. I had a working A/C unit taken from me and the problem was a leak in the attic all along.

  Business Response

  Date: 05/08/2023

  Good Morning,

  We Hope that you are doing well today. We are responding to a complaint filed by *************************** about the services we have provided. We have provided a detailed explanation of the process that was undergone and how we have gotten to the point that we are at now.
  We were first called to the home and arrived on 8/3/2021 for the client saying the unit was not producing cold air. Our technician arrived to the home and found the unit to be low on refrigerant. Our technician provided **************** with two options for either the repairs or the replacement. *************** elected to move forward on adding a dye and sealant kit to the **** system for $915.41 and for our maintenance program for $199.00, as we could not physically locate the leak in the system. **************** then called a few days later and said the ** was not blowing cold air again. Our service expert went out again to the home and found the system to be low on refrigerant again. Upon further investigation we found the condenser had a leak. Our service expert provided the option for **************** for the replacement of the for which he elected to move forward on replacement of the ** condenser for $4,257.36.
  We arrived to the home the following day on 8/10/2021 and installed a new ** condenser for the client in their home. The Client called on 8/12/2021 saying that the unit was again not producing cold air. We arrived to the home on Friday 8/13/2021 and found that the compressor in the new system that we had installed had failed due to some manufacturer defect. The unit was covered under warranty due to the recent installation, so we went back to the home on Monday 8/16/2021 and replaced the ** Condenser the second time under warranty at no additional charge to the client. Once this was completed, we had no issues with the ** the rest of that year.

  The client had signed up for our annual maintenance program for their **** system, so we went to the home again on 10/08/2021 for the maintenance on the heating system, and again on 3/23/2021 for the maintenance for the ** system. On both of these visits the unit was functioning properly at the time of the visit to the home.

  We received a call from the client on 5/20/2022 that the ** was having issues again. We arrived to the home and found the unit to again be low on refrigerant. We informed the client that the new leak is more than likely located in the evaporator, but as it had been so long since the previous dye and sealant kit had been installed that the dye maybe be difficult to find due to the unit condensating and washing it away. We charged the client to add in another dye and sealant kit, and did not charge him for the refrigerant that we added back into the system.
  We have not heard from the client after the last visit to the home on 5/20/2022, so we assumed that the unit was functioning properly and had no issues. According to the statement from **************** the unit did not start having issues again until this year, which leads ** to believe that the sealant kit that we installed worked for a while and the more than likely failed due to the unit working all last summer.

  As to Mr. ******* claim that maybe the unit was not charged properly when we came out to the home on 5/20/2023, if the unit was not charged properly when we installed the unit then it would not have run correctly from the beginning. He states that the unit has a leak in the attic for the Aluminum,Core which we assume means the evaporator coil, which is where we informed him that the new leak would be located. If it was located in the condenser we installed then there would be warranty coverage from the manufacturer.
  J&J Services has provided all service that the client has agreed to contract with ** for. We apologize to **************** as we know dealing with and **** system is not an easy and cheap task, but we have done the utmost that we can do on our end to help resolve any issues that he has had.
  For any more questions please contact our Office Manager,*********************,  at ************** or at his email at **************** Thank you for your time!
  
  *********************
  Director of Office Operations
  J&J Services

  Customer Answer

  Date: 05/09/2023

  I am rejecting this response because:

  First of all this is the 3rd year dealing with this company. (j and j heating and air) and my air conditioning is still not working. I have paid them about $7,000.00 and my A/C is still not working. Now after 3 years I have to get another company to check out the system because j & j heating and air says it is hard to diagnose **** systems. I have seen your reviews on yelp how one of your expert technicians fell through the ceiling at one of your job sites. My air conditioning has not worked correctly after years of incompetent people making the wrong diagnosis from your company. I was here at my house and saw everything that went on and dealt with all the incorrect information and diagnosis from the first visit. Your tech. ****** was telling me the moment he came to my house that it was the A/C unit in the back yard. He kept insisting I should purchase a new unit because they go out ever 10 years. After the installation and getting the same results I researched and I found out that A//C units last from 15 to 20 years. Mine was 11 years old. The so called expert ****** told me he was working as a Technician for 2 years. That does not make him an expert. The Last technician that came to my house and put in the dye and ******* said the problem should have been caught the first time the company came to my house. He said that there are some people working there that don't know what they are doing, shaking his head.

  I don't know who it is that wrote the response. Obviously you were not here. I was. You can write out and make everything sound good. The fact of the matter is your technician diagnosed the problem incorrectly. On the second visit after the dye was put into the system and the refrigerant leaked out, ****** kept saying see I told you so. It is the A/C unit  in the back yard. You need to purchase a new one. I had to ask him a couple of times to go up to attic and check for leaks. Finally when he went up to the attic he very quickly came back down. He said there isn't any leaks up there. He lied to me. I asked him so if there isn't any leaks where did the refrigerant go? He said it came out of the compressor on the unit outside. I said where can you show me. He said it came out and dissipated in the air. So no proof of leak found by j & j heating and air but my air conditioning system leaked any refrigerant that was put into it. Wow!!! My original air conditioning that was hauled away did not have anything wrong with it. The problem was your technician ****** who wanted to make a sale and get a commission.

   

  Business Response

  Date: 05/10/2023

  Hello,
  
  In response to the comments about our yelp review, yes there have been some accidents in the past with work that we have done. We have always fixed and addressed any issues that have resulted from that. We pride ourselves in resolving all issues and leaving the client satisfied.
  On average we find that HVAC units in our area can last between 10 to 15 years depending on maintenance. This is why we provided options for you for replacement on a system that is 11 years old. It is standard procedure for our Technicians to provide replacement options to all clients that have a system that is 10 years or older. That is why we also provided the option for repairs, as we provide both options to you.

  Refrigerant leak can be very difficult to locate as it is true that if refrigerant is leaking it dissipates into the air. At the time of the first visit, we were not able to visibly see signs of leaks, that is why our recommendation was replacement or for the repairs that we completed.

  We are still unclear as to what **************** is asking of J&J Services, so we are unable to offer a resolution at this time. Thank you

  Customer Answer

  Date: 05/12/2023

  I am rejecting this response because:

   

  My request is to be given back any money that I spent to j & j heating and air. From the very 1st visit including the service visit, the refrigerant added, the sealant and dye, and the package i purchased for the 2 visits for the following year. The labor and installation for the A/C condenser that was sold to me when I had a perfectly good working condenser. And for the last service visit including the sealant and dye. I will not ask for the money for the condenser since its already installed and I cannot get back my original A/C condenser that was in normal working condition.
  

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair 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.

  I called and told them what was wrong with my water heater. I asked for help installing a part as part of the 89$ fee. Upon arrival they said its almost 400$ to install. And demanded payment of 89$ for giving a price to install a part after I already had and diagnosed myself and bought parts. Time spent at my house, 5 minutes. Did no repair and no diagnosis. But still demanded payment for nothing. I installed the part in 10 minutes myself and got it fixed.

  Business Response

  Date: 03/07/2023

  Please see attachment

  Customer Answer

  Date: 03/07/2023

  I am rejecting this response because: 

  
  

     I feel like people need to be aware of their taking advantage of a persons situation. $386.52 is an outrageous labor charge for a task that took me as a homeowner 10 minutes, and I supplied the part. I dont mind paying for services that justify a charge but to say its that much without a warranty or guarantee is wrong. I dont want anyone else to be taken advantage of in this way. Hopefully other people or the elderly arent being quoted ridiculous overpriced charges and dont know any better.