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:01/26/2025

  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.

  I had paid $179 for a maintenance plan which covered a summer and winter visit. On 10/25/24 I called to schedule my winter maintenance appointment and was given an appointment on 11/6/24. No one showed up for the appointment and no one ever reached out to me. I replied to the appointment email on 11/8/24 to advise that no one showed up and no one contacted me. No one ever replied to that email. On Monday 11/11/24 I called because I still hadnt heard from anyone. The woman in the office never apologized, she just offered to reschedule the appointment. Instead, I asked for a refund, and she just said yeah, theyre not gonna do that. She said she would talk to her boss and call me back. She never called back. A few hours later I received an email saying I was refunded $79. I replied to the email and asked why I wasnt refunded for half of the $179. No one ever replied to my email or contacted ***** one ever contacted me until I left a yelp review detailing my experience. Almost immediately the owner ******* ***** emailed me and said he looked at my file and agreed that they are at fault 100%. He asked if he could call me the following day, and I said I would prefer to just have the correct refund amount. He asked me what did I think the refund should be, and I said $89.50 since they did show up for one visit and I paid $179, so $89.50 would be half. Since I was refunded $79, I said I wanted the difference of $10.50. He said he would mail me a check for $50 and asked that I remove my review. At that point I stopped responding and reported the situation to yelp. On 11/11/24 I got a message from him on yelp saying Can you please remove this review, I have the check ready. I did not respond. I did not ask for anything above the $10.50 and I did not want to remove my honest review. It is now over two months later and I still have not received the refund that the owner agreed I should receive.

  

  Business Response

  Date: 01/27/2025

  I sent a check today for the amount of $10.50. She should receive it in few days. 

• Initial Complaint

  Date:09/05/2024

  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.

  Jaguar did estimate 05/07/24 for 6 air supplies & 1 return. Said project could start once asbestos ducts removed. Jaguar said they would design new ducts to be more efficient than original ducts. Asbestos removed 05/28/2024. New ductwork install took place 05/29/24-05/30/24. No design or drawings were complete. Techs complained of Jaguar and winged it blindly. After install complete we noticed cooling issues with large section of our house. Called Jaguar. Tech came to put "mud" and tape around the plenum to seal it. Problem remained. Manager and owner came out following week. Manager said wrong boot used for register. Tech returned to change the boot. He discovered the duct was going to an abandoned register, apparently causing the issue. Duct capped. Cooling issues remained. Many months with the house not cooling as it used to before ducts were replaced. Since 05/30 thermostat runs ALL day. We use a portable A/C to keep the thermostat area cool otherwise it doesn't shut off. Never had this problem. No solution from Jaguar, keep blowing us off and abandoned the project. So we hired a 3rd party to do an audit of all ductwork to see why problems exist. Auditor provided 15-page report of ALL duct work NOT to code and improperly installed. In multiple locations the branch wyes, boots and plenums are not insulated, which is causing air loss and moisture to build up causing water damage. Multiple rips in ductwork. Poor seal on all ducts to plenum. Ducts TAPED to register and no seal. Major air loss. Dampers are not flagged for location. Duct work is in excess causing lack of efficiency. Duct work NOT strapped every 4 feet and laying on ground, causing underside of duct work to deteriorate. Main supply plenum is too large and preventing proper connections of ducts causing restricted flow and kinked ducting. Design is inefficient. We also discovered no permit was pulled when it was supposed to be because more than 20 feet. No HERS test performed. Would like refund.

  

  Business Response

  Date: 09/30/2024

  i have sent a text message 

  Customer Answer

  Date: 09/30/2024

  I am rejecting this response because:

  1. The business only offered a partial refund that does not cover the cost of the project to be redone

  2. The completed work is non-compliant with both the California Mechanical Code and California Energy Code

  3. The Contractors State Licensing Board is also reviewing this case of negligence

  4. Work was never permitted by the City or HERS tested

  I will accept the business response when a full refund is issued.

  
  

  

  Business Response

  Date: 10/08/2024

  My name is ******* and I am responding to the complaint I had on my account. I dont think we have a complaint, just because jaguar heating and air tried its best to resolve the issue in variety of ways, but Customer had refused, example: ********************************************* And Air pulled and tried to proceed with required testing, but the customer had refused having ********************** continue the work and it's all documented, also Jaguar after many many times, trying to finish the job offered in writing the customer to get the refund by taking the duct work from the house and refund at the same day. Check to the customer, but customer would like to keep the work and get full refund, which is, an extortion that she already tried on her upstairs unit by getting a free duct cleaning, Customer is been playing games with us for a long time.

  Customer Answer

  Date: 10/08/2024

  I am rejecting this response because:

  A City of Sacramento inspector came to our home on 10/08 to review the independent audit report showing shoddy workmanship, multiple code violations, and leaking air. Inspector advised it would not pass a HERS test and is sending findings to Jaguar. The inspector noted all the ducts were laying on the ground, violating Title 24 code, along with many other issues that are beyond repair. A full removal is needed. I, the customer, have lost faith and trust in ********************** and am therefore requesting a refund and to part ways.

  The duct cleaning offered for the upstairs ducts was a goodwill gesture by Jaguar as an apology for the hassle caused with the project, which remains in disrepair. Jaguar acknowledged in an earlier visit that an initial design should have been created prior to the new ducts going into an empty crawlspace. Approx 250ft of ductwork was installed by 20-something year olds with no plan, no supervision, and no direction. Tape was used to secure the ducts to the subfloor and the system is still leaking air everywhere. The thermostat has been running 24x7 since install on 05/29. A 1-day job took 3-days and multiple visits were requested to figure out why so many issues remained. A permit was not pulled until I, the customer, requested it 4 months after install.

  We are not comfortable accepting Jaguar's proposal to enter our home to rip out their shoddy work. We simply want a full refund to close this off and to avoid going the legal route. Our home has been leaking air for 4 months as per the audit and City reports, and it would show in court that the project was a huge failure on their part. It is too risky having an agitated company, owner and workers in our home to risk further damage. 

  
  

  

  Business Response

  Date: 10/16/2024

  hello I have responded to this customer and i have it documented in writing that i offered her a full refund if we go and take the items out , but she refused   

• Initial Complaint

  Date:06/28/2024

  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.

  Lead installer destroyed my wall in the garage, he knocked out a hole for the plumber of the heater/air. As he was leaving after the install I asked him about the hole in the wall and his response "I don't do drywall". Looking at the frame of the intake, he hammered it, it is all bent and broken. They sent out someone to fix the floor and made it worst, floor *** wanted to do more, I asked him to leave before he wreaked anymore of the floor. I was in touch with the salesman, my messages would go unanswered for weeks multiple times. The salesman said he was done with me and told me to contact the owner, the owner has not responded to calls.

  

  Business Response

  Date: 10/16/2024

  hello, 

  i have called this customer 2 times to send another floor contractor to go and fix his floor but he never returned my call

  my phone #is **********

  Customer Answer

  Date: 10/18/2024

  I have NOT been contacted by jaguar heating and air about their attempts to contact me about repaing my floor, base board and intake frame they pounded in and is mangled. I haven't heard from them for a few months, they said they would not fix the issues until I took down my negative review. I did take them down. They have not helped with them wrecking my house!

  

  Business Response

  Date: 03/03/2025

  
  
  
  Thank you so much for choosing Jaguar Heating and Air Mr Mike Murphy. We are pleased to hear that you are satisfied with the recent service, including the resolution of the issue and the replacement of the filter grill. Your positive feedback means a great deal to us, and we are thrilled that we could address your needs effectively.
  
  
  We truly value your business, and it has been a pleasure serving you. Should you require any further assistance in the future, please don’t hesitate to reach out. We are always here to help, and we will ensure that you receive the highest level of professional service.
  
  
  Thank you once again for your trust in us. We look forward to continuing to serve you

  Customer Answer

  Date: 03/04/2025

   
  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.