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:11/20/2024

  Type:Product 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.

  Paid in full to have new HVAC, duct work and insulation. What made us decide to do everything was the *** telling us we would get a rebate. After installing, 3rd party testing and city permits I heard nothing. I reached out by phone to J.R. ****** to ask about how/what rebates we can get and the process, was told my message would be passed on to their rebates person. Never got a call back. Called a second tlme, was told by person who answered the phone that our system wouldnt qualify and that their rebates person would have to get back to me on the rest, still no call returned from their rebates contact employee. I had to reach out by email to follow-up. After a few emails back and forth I find out (not from J.R. ******* but the 3rd party testing ***** that J.R. ****** didnt fill out their paperwork correctly. So, now I have to take another day to go through the same 3rd party testing a second time, which impacts my work/job. My experience is their communication is terrible, leaving the customer to fend for themselves. For the amount of money spent, a returned phone call should with an explanation of what is happening or what mistake they maybe should be the minimum expectation.

  

  Business Response

  Date: 11/25/2024

  Complaint ID ********. We use a third party testing company as required by California. We cannot control them and or the circumstances in which the tests are completed. If there are "corrections" which is common in the **** industry we try to complete them within the timeframes given. Often homeowners and or the third party company cannot accommodate schedules and times are changed. In addition, all rebates are given by **** and not JR ********************* Therefore not guaranteed. We can only offer what **** offers and it's solely on **** to provide the rebate.

  Customer Answer

  Date: 11/26/2024

  I am rejecting this response because they do not address any of the facts that I had mentioned.
  I had to reach out to the company multiple times to find out what the rebate process was and was given different answers and never once received a returned phone call. I found out from the third party testers that it was ** ****** who did not submit the initial paperwork work correctly and then they had to send out testers a second time. This second time I found out that we never passed the requirement results for the minimum rebate and ** ******************** never told us about that. In addition, the 3rd party company makes recommendations to ** ********************** to address the leakage so we can pass, again, *************** never reached out to update us with the results after the first failure. We also have yet to hear back regarding the second failure. 

  
  

• Initial Complaint

  Date:09/13/2024

  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.

  Company lied and deceived us. Multiple employees gave different answers and contradicting answers. Paid $26k to replace unit and they wanted to charge me $20k more for second unit that mysteriously went out the same day they fixed first unit for the same " Faulty, damaged heat exchanger" Had 2 other companies come out and look at the units. Both believe the technician lied or misrepresented the issue and the fix. They lied and tried to cheat us out of $20,000 and I believe based on these lies they lied and cheated us out of $26,000 on the first unit.They refuse to provide the inspection sheet from 1st visit.They gave me 3 different answers in writing concerning this inspection They lied about the age of my system They lied about providing us costs to fix the systems instead of replacing them. They told us they were not repairable and running the units were extremely dangerous. However in emails they say they did provide an estimate to fix and not replace. That never and they can't produce that "repair" estimate. They refused to provide the warranty information on the unit they did install They refused to provide me with ***, the managers last name. Have those emails.They refused to provide me with the owners name ****** said he had a discussion with concerning the A/C units. They refused to answer the question concerning weather they do warranty work on ****** A/C units. They instructed me to call another company for warranty repairs They refused to answer the question if they ever checked if the thermostat was broken before charging us tens of thousands of dollars . They lied and deceived us multiple times and failed to provide the information requested in writing (i have all the emails). They also called us at one point and said the owner himself said they would provide the second A/C unit for free and them called back and said they would not. I believe they also have a pattern of lying and cheating customers about heat exchangers

  

  Business Response

  Date: 10/22/2024

  Client is attempting to scam our company out of over $30,000 for a job done prior to complaint.

• Initial Complaint

  Date:08/02/2024

  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.

  The vendor replaced the air conditioner portion of an HVAC system. After the repair was complete there was a leak. The leak caused water damage/staining on the ceiling. I have been unable to get the vendor to reach out to me after 3 attempts to inform me how they plan on addressing. Please note that they did take photos after repairing the leak and we are just down to this last piece of how to handle ceiling, insulation (?), .etc.

  

  Business Response

  Date: 10/22/2024

  Clients issue was resolved by our insurance company. 

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair 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.

  Purchased a new heating and air conditioning system which was installed on 7/20/24. Within about three weeks of installation, the system would shut down. Multiple services were performed but the problem persisted. This went on for the remainder of the summer and eventually the weather cooled off and we were told the problem was fixed. Then again when the weather warmed this summer the problem returned and again multiple services were performed, and the problem has not been fixed. Today I requested to speak with a supervisor and was told someone would call me back. When it became close to 5:00 pm, I called again and was told all the supervisor had gone home and I did not get a return call.

  

  Business Response

  Date: 08/14/2024

  Hello,

  This issue presented itself a couple years after install. It is covered by the manufacturer's warranty, and we will repair it. We are sending out a team member either 08/14/2024 or 08/15/2024 to locate issue and then order necessary parts to repair at no cost to client.

  Customer Answer

  Date: 08/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern and find that this resolution is satisfactory to me. Although the statement in the response was not exactly accurate. The issue began within a month of installation.

  My husband was able to speak with a manager the day after I submitted my complaint, and they sent a tech out that same day and the issue seems to be fixed. It took multiple service calls and many sleepless nights without air conditioning to get this issue resolved.
  

  
  

• Initial Complaint

  Date:10/01/2023

  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.

  In mid-June, we contracted with JR ******************** to replace the **** equipment and install a five-ton system, the contract was to replace the capacity of the prior unit.As the first unit was being installed, we noticed it was a lot smaller, and the *** installers assured us that they double-checked the order and it was a five-ton unit as per the contract and installed it.We filled out the warranty info & discovered it was a two-and-one-half-ton system. Once we told them, we were then told the largest system the house could accommodate was a three-ton system. So a three-ton system was installed.On August 15th, I was told *** concluded the old system was actually a four-ton system. It took two months, multiple errors and several full-day house calls to reach that conclusion.The four-ton system was installed on August 18th. We asked for photos of the house fan because the manual didnt match the control on the wall. In the photos, we see the brand name is ******** & not Trident. We told them yet there was no explanation as to why the contract said a Trident house fan & another, cheaper brand was installed without notice, consent or price adjustment. We were never given manuals or warranty information for any of the systems & the house fan except the one that was somehow for a Trident house fan and not for the installed ******** model. At this point, this seems intentional. The contract called for a five-ton system but was never installed, nor could it have been. The first installation was a two-and-one-half system, then a three-ton, then finally a four-ton system. The contract cost is based on a five-ton system, which we never received. The contract called for a Trident-branded house fan, and another, cheaper brand was installed without any notice or permission.There needs to be a reduction in cost commensurate with the downgrade in capacity and for the house fan.

  

  Business Response

  Date: 12/08/2023

  We have been working with ****************** to resolve the complaints and issues he has with his installation. From the beginning of our discussions to find a resolution I have acknowledged there were some internal procedural and communication errors on our part, however nothing was done in an unethical manner. 
  
  I reviewed this installation with my team and have made changes to our processes and communications. ****************** and I have discussed every issue in his complaint, and I have answered everything straightforwardly and openly. 
  
  I will be reaching out to ****************** to finalize a monetary agreement and close this complaint out. 
  
  We will give you an update on the resolution. 

• Initial Complaint

  Date:02/10/2023

  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.

  Three years ago J R Putman (***) installed a new Lenox heat pump which has a ten year warranty. t the best of my recollection during December of 2022 the compressor failed. Clearly this was a defective part and did not fail through normal usage. Originally I was informed it would take two to three weeks for a replacement compressor. I called the *** after about a month and was informed the manufacturer (Linox) did not have an replacement compressors. I would be contacted as soon as they received the compressor. I called about the first of February and was informed their "best estimate" is another four to six weeks before they could expect a replacement. In other words *** has NO IDEA when or IF EVER they will receive a replacement compressor! Mean while It is costing me hundreds of dollars more for extra electricity it takes to heat my home with emergency resistance heating. Furthermore since *** has NO DATE to replace the compressor I could go into the summer with no air conditioning. It is my contention that *** installed a defective equipment which they are unable to repair and therefore should replace the defective heat pump at their cost and expense.

  

  Business Response

  Date: 04/14/2023

  The compressor that was ordered from the manufacture was backordered, which is why it took so long to replace. As the servicing company, we do not have control of the time it takes to receive a part from the manufacture, as the part is not built by us. We tried to keep the customer updated along the way but with ****** (the manufacture) not being able to give us a proper date, we could not properly relay this information to the customer. We took care of the customers warranty all under no cost, but we were unfortunately stuck with waiting until the manufacture could get us the replacement part. This repair was completely taken care of on March 2nd, ********************************************************************************************** labor as per their warranty of their contract. We did not install defective equipment, the unit was manufactured by ******, who is a well  known national brand. However, it is a mass manufactured machine with many moving parts, and this can happen. In the end, everything was taken care of once we received the replacement part from the manufacture and the customers system is fully operational as of March 2nd, 2023.