Complaints

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Details are in the attachment.Date started April 9, 2021 (wiring board went out, they told us we didn't need it anyway). December 27, 2022, unit outside froze up inside and outside of unit. We needed the wiring board. They came back and said we did not have any warranty. and needed 3 lbs of freon. Charge was $90 for freon and $105 service call. We called Maytag and we do have the warranty. They finally got the wiring board. Few weeks later turned on air conditioner and it did not work. Called them and they were going to call ** back to set up appointment. They never called back. We called another company.

  

  Business response

  06/06/2023

  June 01, 2023
  
  It is our goal to always provide the best possible service experience and to always be a step above the rest. We feel that we provided ******************** with great service and would like the opportunity to share our side of the events that happened as follows:

  12/27/22 - Customer called in and requested service and stated that system was not running at all. We sent a mechanic out the same day and found that the system had a failed defrost board. Our mechanic was able to bypass the defrost board in order to provide the customer with ******************** and cooling. Upon checking operation of the system, we found that the system was running a 50-psi suction pressure, that equals ta 10-degree coil temp and that will result in ice forming due to it being 22 degrees below freezing temperature. We added 3 pounds R-410-A refrigerant to the system. Now, the system that was not working at all is now heating and cooling at this time. 
  
  12/28/22 - Customer has a Maytag system that was not installed by our company. Maytag falls under the parent company of Nordyne, so we checked with our Nordyne dealer and they ran the numbers and reported back to us that the system no longer had warranty left on it. I called ******************** to inform him of the warranty status that was provided to us. I also informed the customer of his options regarding repairs. NOTE - The system is still running fine at this time. Customer called in later in the day and was absolutely certain that the system was under warranty. I advised the customer that we would look into it and call him back. After looking into it again, we found that ******* doesn't handle the Maytag warranty but Gem Air is the warranty provider. I then called ******************** right back and informed him that he was correct and the unit still has a PART warranty. Then, I advised ******************** of the cost involved to have the board replaced and the customer approved the repair price. NOTE - The defrost board was not available and would have to be ordered and we were not given a timeline as to when we may expect it to arrive. 
  
  1/16/23 - Gem Air called us to inform us that the board arrived and was ready for pickup. We called customer to schedule the repair. NOTE - unit is still working at this time.
  
  1/17/23 - We sent a member of our service team out to install the needed defrost board. Made all repairs and checked operation of the unit and found the system to be running properly. Customer refused to pay the mechanic for the agreed amount. I advised my mechanic to leave and I would call the customer to sort out the situation. I called ******************** to discuss his concerns in hopes to find a middle ground and he informed me that he will not pay for the services that we provided. At that point, I advised the customer that until the invoice is paid, we will not be able to provide him with service in the future. NOTE - unit is still working fine.
  
  2/13/23 - Customer called in and wanted to pay the outstanding service invoice, the agreed amount was for $230.00 and the customer felt that was too high. So, I discounted the invoice amount to $205.00 and the customer seemed agreeable to that amount. NOTE - The system is still working at this time.
  
  Summary - We added refrigerant to ************************ system on 12/27/2022 because it needed it and was necessary to get the system up and running. Had we over-charged the system, it would not have stayed running up to 02/13/2023, the last time we touched this system. Furthermore, the mechanic who added the needed refrigerant to the system has been with our company for over 25 years and has been practicing air conditioning for over 30+ years and would not make a mistake like that. It is very disappointing that in this day and time, parts are not always available. However, that was communicated clearly to the customer and is out of our control. As far as the warranty mix-up goes, we made a mistake on researching the warranty, however, we put in the effort and got that sorted out immediately. We feel that we provided ******************** with great service and repaired his A/C properly. Had ******************** made any indication that the unit was not working properly, we would have sent a member of our our team right out to correct anything we may have missed.
  
  *************************
  Service Manager
  Jack Joyner Heating and Air Conditioning Company

  Customer response

  06/12/2023

   
  Complaint: 20119080
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  06/13/2023

   
  Complaint: 20119080
  
  I am rejecting this response because: This is our response to **** Joyners response to BBB

  
  On December 26 our unit was working fine until it froze up inside and out.
  December 27, Monday, your technician came out and said we have a bad leak, so he put in three pounds of Freon in, and they would order a defrost board for our unit,
  After two weeks we did not hear from you for an update.  We called **** and he said we were not registered for warranty.  I called the company and we were registered.  We let **** know.   Technician came January 17 and took the old board out, left and picked up the new board.  He never came in the house to switch over to air to check out the entire system.  
  Sunday, February 26 was a very warm day.  We turned on the air conditioning for the first time.  It started running for one minute and shut off.  We tried it several times with the same result.
  Monday, February 27 we called your office and wanted to make an appointment, but the girl put me on hold.  Finally she came back on and said she would have to call us back.
  There was  no call back, so Tuesday afternoon we called ASA and they came out the same day.  I attached their invoice in the previous letter.  They also included pictures at the bottom of the invoice showing the gauges.  It shows the 150/700 psi on the pictures.  He said we were lucky our unit automatically shuts off when the pressure it that high.  It could of burn up  the compressor.  On the invoice he states the unit was OVERCHARGED.  He checked everything out on heating and cooling.  He removed the three pounds of Freon that you put in.  Unit is working great.
  We want a refund of $380 (190 for Freon we didnt need and 190 to have ASA take it out
  *****************************
  

  Sincerely,
  

  
  *****************************

  

  Business response

  06/13/2023

  JJAC stands by their previous response and based on the fact that BBB closed the case after reading JJAC's response states that they were satisfied with it.

  Their will be no other actions moving forward because they are not warranted.  What a customer believes they are entitled too bares no weight on the reality of the situation.

  JJAC has acted in good faith from the beginning until now and has responded as requested to do so. 

  JJAC Management

  Customer response

  06/14/2023

   
  Complaint: 20119080
  
  I am rejecting this response because: we have proof from the pictures ASA took showing the pressure.  That is why our air conditioning would not come on.  Jack ********************** never checked if the air would work.  I understand the claim will be reviewed by the BBB.  PLEASE read all the communications.  Jack ********************** would not call us back when our air would not work.  Thank you.  *****************************
  
  Sincerely,
  
  *****************************

  

  Business response

  06/15/2023

  JJAC stands by their previous response and based on the fact that BBB closed the case after reading JJAC's response states that they were satisfied with it.

  
  Their will be no other actions moving forward because they are not warranted.  What a customer believes they are entitled too bares no weight on the reality of the situation.

  
  JJAC has acted in good faith from the beginning until now and has responded as requested to do so. 

  
  JJAC Management

  

  Business response

  07/05/2023

  i met again with **** (Service Mgr) concerning this latest rejection.  The latest pictures cannot be confirmed when or where they were taken, before or after ASA was at the property etc., before or after any work was performed by that company.

  
  I will refer back to our initial response that honestly answers these concerns at nauseum.

  
  It is apparent that unless this customer gets what he "believes" he deserves, there is no response that will suffice.

  
  Unfortunately, JJAC Mgt disagrees with the customer and stands by our initial response as "our" response.
  

  JJAC Management

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