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:03/19/2025

  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.

  J&W sold us an upgraded panel and filter for our HVAC system. The filters are not available online (J&W could not find them online) and the manufacturer (Dynamic) informed me that they not only do they not sell the filters to the public, but that the specific panel that was installed in my house has not been sold in a "long time" because they stopped selling them for residential use. J&W's manager (****) called me and told me that none of that was true, as he has a warehouse full of the panels, and that customers can buy the filters from J&W for $200 a box of 4. Aside from having a "platinum" package with them, the condescending attitude is unacceptable, and if the business is going to sell a product where the supplies can only be purchased through them, it should be disclosed to the client.

  

  Business Response

  Date: 04/04/2025

  Thank you for bringing this matter to our attention. We're sorry to hear that your experience did not meet your expectations, and we appreciate the opportunity to clarify.
  The Dynamic Air Cleaner system installed in your home is a hospital-grade filtration product selected for its high efficiency, long lifespan, and proven performance. While its true that these filters are not sold directly to the public by the manufacturer, this is standard for many high-efficiency HVAC components that require proper installation and handling to ensure safety and effectiveness. As an authorized dealer, J&W Heating and Air provides access to these filters along with professional support and service.
  The filter replacement schedule for this system is typically once every two years, which we believe offers great value when compared to standard 1 filters that often require monthly replacement. At $200 for a box of four, the cost over two years is actually lower than many common alternativesand with a significantly higher filtration standard.
  We regret that any part of our communication came across as dismissive or condescending. That is never our intention, especially toward loyal customers enrolled in our Platinum Program. We will follow up internally to ensure that all team interactions reflect the high level of professionalism and care that we strive for.
  Your feedback is valuable to us, and we take it seriously. If there is anything further we can do to improve your experience or clarify your systems benefits and maintenance schedule, we would welcome the opportunity to speak with you directly.
  Sincerely,
  J&W Heating and Air + Plumbing

• Initial Complaint

  Date:11/12/2024

  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.

  About a year ago while on a service visit from j&w heating the technician advised that i get a part that makes the air quality better, and the cost was around 726 dollars. I always listen to them and i paid $364 dollars for the part and was going to pay the balance when they installed the part. Months rolled by without me hearing a thing from them and when i contacted them about the matter i was told my service contract had run out and the card being used to pay for it was declined. As happens often the back card had to be replaced and it had a new number which they did not have. They say they tried calling us several times and got no answer at all. By the way we are about one mile from their facility with not even a red light in the way. we received no contact at all from them so when i called for a refund and told the whole story at first i was told the refund check was issued and i should see it in abut a week. Second time i called a week later i was told they issued a credit onto the credit card used, keep in mind that card is no longer valid. When I called last friday 11/1 i was again told to be watching for a check with the week. Friday 11/8 and no check of course so when i called today was again told they refunded the amount of $363 onto the card used. When i asked what card the credited back to they had no answer. I'm 72 on a limited income and could really use my refund.

  

  Business Response

  Date: 11/12/2024

  Dear Mr. ******************* you for bringing your concerns to our attention. I want to address each point thoroughly to clarify the situation and ensure were aligned on the steps weve taken to resolve your refund request.
  After carefully reviewing our records the original appointment was from November 7th, 2023 and after you paid the deposit and we ordered and received the parts, I can confirm that our team documented nine voicemail recordings left to schedule the part and even a postcard mailed out on December 8, 2023, following the order, indicating consistent follow-up on our end. After not making contact we eventually closed the ticket. In October of 2024, you called to inquire about you refund. Im sorry to hear that there may have been confusion regarding the refund method. For security and compliance, it is our standard policy to process refunds directly to the original payment method, which in your case was completed on 10/24/2024.
  Additionally, upon your request, I immediately reached out to our credit card processor to  provided the you with thr last four digits of your card for verification, ensuring your information remained protected. Please note that, according to our records, the refund was successfully processed to your card and has not been returned to us by the card issuer.
  If youre still experiencing issues locating the funds, I recommend checking with your bank to verify the transaction. We want to ensure you receive what is due to you and are here to assist if further clarification is needed.
  Thank you again for your patience and for working with us to resolve this matter.
  Best regards,
  ***** ********

• Initial Complaint

  Date:09/16/2024

  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.

  3/15/24 New HVAC system installed J&W Heating/Air 7/27 water coming out between vinyl plank flooring. Called company plumbing dept and tech did inspection. Says water is coming from the A/C unit and leaking into space under A/C and under flooring. States the drain was clogged. HVAC would have to check out unit. HVAC tech (same company) investigates why A/C did not shut off with drain clogged and to clear clog. Tech clears line informs me float was faulty causing drain pan to overflow. He replaced the float. After tech leaves took pictures of water seeping thru the seams of VPL and video with audible squishing noises. 7/29 Tech came out to assess water under flooring. Told him was concerned about mold growth under the floor now that it was soaked. He asked what I wanted them to do, told him that it needs to be checked for mold. Have a 90y/o in the house I did not want to get sick. Told me that they would send someone else out to check. 8/2 another tech comes out asks me to send him pics and video I took. Done. 8/8 called office, no call back. 8/18 called again, ***** called wanting to know what else I wanted them to do. Told them floor needed to come up. 8/23 **** ****** (manager) called, stated that J&W did not manufacture float that failed and caused water damage. That two of his personnel were out smelled no mustiness or observed any mold on the floorboard or soft spots. Told him no one looked under the flooring. Said they are not a remediation company, if I feel there is a problem that I can by all means contact a remediation team and have then check for damage. If damaged file under homeowners insurance, they are not responsible. Nor will the manufacture of part cover costs. Floor pulled up and everything soaked and needs to be replaced. Spent >$10k on unit, 4 mo old unit destroys home. They jerk me around for 3 weeks, then wash their hands of it. Now have to spend $1000s more out of pocket to fix. ** ********** have cap on water damage. Flooring was 2yrs old.

  

  Business Response

  Date: 10/02/2024

  Thank you for bringing this situation to our attention. We take all feedback seriously, especially when it involves the health, safety, and satisfaction of our customers.
  
  After reviewing the case, it is clear that **** ****** has concerns about water damage and mold. While the faulty float switch that led to the water leak was not a result of our AC installation, we understand **** ******'s frustration. We responded promptly to the initial call, with a plumber on-site on Saturday, 7/27, followed by an HVAC technician the same day, who identified and fixed the faulty float switch and cleared the condensation line. A follow-up inspection on Monday, 7/29 with management confirmed the system was functioning properly and no water was found, and a further inspection on Friday, 8/2 showed no additional water issues.
  Although our technicians did not find signs of mold, we respected her concerns. We advised *** ****** that we would not pull up the floor as there was no evidence of damage and that we are not equipped to handle mold remediation. We suggested if she had ongoing concerns that she contact a remediation company and work with her homeowner's insurance.  
  Please feel free to contact me directly at ************ or ******************************** to discuss how we can further support this claim. 
  
  

  Customer Answer

  Date: 10/07/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
   Complaint: ********
  I am rejecting this response because: J & W is not being truthful. 
  **** ****** called after receiving the first complaint so say the reason it clogged was the one drain lines. Apparently his did not read the file that said the lines were replaced. I informed him that the lines were replaced and instead of used the path of the old lines, the plumbed them up thru my attic. I guess no on has heard of Newtons laws of gravity, but I’ll go on.
  When the drain lines were unclogged a bunch of pink attic insulation shot out of the new line. When installation was completed not one tech showed me the drain pan or even told me how to change the filter. The filter now, same size they put in it, has to be smashed in to get the door to close and ripped apart to remove it. I have had two different techs do that so far. 
  As far as my Homeowners insurance, they with not cover it because their contractor said it was an ongoing problem. Not something that happened overnight, but perhaps from the time in was installed. All of the flooring and the baseboards in the house need to be replaced. $10k after paying $11k for the HVAC system you stand so behind when selling the units, but wouldn’t back up when something goes wrong and causes damage. 
  Regards,   **** ******

  Regards,

  **** ******

  

  Business Response

  Date: 11/26/2024

  Dear *** *******

   

  Thank you for taking the time to share your concerns. We sincerely regret any distress this situation has caused and take your feedback seriously. At J&W Heating and Air, we strive to provide the highest standard of service and support, and I want to assure you that we are committed to addressing your concerns.

   

  After reviewing your feedback, here are the steps we’d like to take:

  1. Reassessing the Installation:

  We would like to schedule a senior technician to re-evaluate the HVAC system, including the drain lines, drain pan, and filter. This will help us identify and address any installation or maintenance issues that may have contributed to the challenges you’ve experienced.

  2. Addressing the Drain Line and Filter Concerns:

  The issues you described regarding insulation in the drain line and difficulties with the filter are concerning. We want to investigate this further to determine what went wrong and how we can resolve it effectively.

  3. Supporting Your Homeowners Insurance Claim:

  We understand the importance of resolving the damage to your flooring and baseboards. While the specifics of insurance coverage are determined by your provider, we are willing to provide any documentation or details regarding the installation to support your claim.

   

  We deeply value your trust and loyalty as a customer, and we’re committed to finding a resolution that addresses your concerns. Please let us know a convenient time for us to follow up and schedule the evaluation.

   

  Thank you for bringing this to our attention. We appreciate the opportunity to make things right

  Customer Answer

  Date: 12/04/2024

  The homeowners insurance case is closed due to this being an ongoing issue. Since last reply there has been a further incident of the A/C drain line clogging and overflowing of the drain pan. Now the heat is not working right and another service call has been placed as I write this reply. I would love to have someone inspect whether or not the unit was properly installed, such as the city inspector that was supposed to inspect the unit to make sure that the unit is up to code. With the ongoing problems that have arisen is a little difficult to put any trust in your company. I have lived in my house for 21 years, have had 3 units total and replaced 2. I have had more problems with this HVAC system in the last five months that I have had in the prior 20 years of being in my house. 

• Initial Complaint

  Date:06/24/2022

  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.

  The last 2 years of dealing with J&W have been among the most frustrating and concerning of my adult life. in february of 2020 we required a replacement of an old Air conditioning system. upon contacting J&W they presented us with a number of options, despite what my original request was. As their system designer was "not available" we where sold a unit. Upon sales and install the multiple people that came to the home not once discussed hos inappropriate the unit was for the home. After install the unit immediately started malfunctioning, upon getting second opinions from multiple other companies they all similarly informed me that unit ill never function appropriately in the home and never should have been installed. after contacting J&W they said it was only the duct work that was the issue. after spending thousands more dollars with this company the issues continued. Only to contact them again and now its an insulation issue, after replacing the insulation issues continue to happen - all the while mangers and administrators spending multiple days at the home trying to "fix" the problem that apparently isnt a problem. at roughly 6 months after the install i asked for the company to please remove the system and refund my money as keeping with their "money back guarantee". They refused to do this and continued to assure me there is no problem. The issues, now 2 years out, persist with J&W coming out nearly every other month. With every visit the Tech expresses how poorly the system was done and how inappropriate until speaking to their manager where the entire story changes. the system is now well outside the refund window and with every visit the company requests new requirements and more money. Unfortunately on multiple occasions this company has contradicted itself in the pursuit of money. Based on these events it is my firm belief that J&W conducts predatory and misleading sales tactics with little if no intention of honoring them.

  

  Business Response

  Date: 06/24/2022

  Good Morning,

   

  We have contacted ***** and are currently at his home attempting to rectify any issues.