ComplaintsforJ&W Heating and Air+Plumbing

• Initial Complaint

  06/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  06/24/2022

  Good Morning,

   

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

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  11/12/21 ******* Air Duct Cleaning; Performed the Service I was pending payment until they repaired a ******** *** that the service knocked out. They sent an electrician....who didn't remedy the situation just convinced me it was my problem. I paid them the full amount. Day before Thanksgiving i noticed that a Decorative Beam on my celling (which was flush before they came) is falling from the area they ran the flagellation device, which, in my case worked like a wrecking ball! But, Ok that's how it works to perform the service, never-the-less, this Company is willing to leave two elderly people with knocked out electric in one room and a beam about to fall on my head in another. The device ran thru the ducts, to the vents where the problems are obvious. I sent pictures, I sent an e:mail & I talked to a Representative, "Of course he made it sound like i was being ridiculous... which made me want to report this incident. I'm an honest person and have a creed to (Do No Harm)...but when i pay for a service that costs me repair from their Service...I plan on a Remedy until i'm satisfied. All the Techs whom worked at My Home were Absolute Angels!!!! The Company will get their money & run. The Two Young Men could testify to the overwhelming evidence that all was not well after the service.

  

  Business response

  12/10/2021

  To Whom it may concern,

   

  **** ******* has been contacted several times to remedy anything we may have done in her home.   We contacted her and scheduled a visit and when we arrived she threatened that if the beam falls on her head she is going to sue us.   We advised her that wouldn't be necessary and she said we caused this.   After our site visit the beam is visibly falling, not from any service we have provided.   We use our machine from the ground and use a process call negative air combined with pressurized air to clean the inside of the ducts.  During our visit we observed several subpar remodeling projects that are unfinished and based on our experience weren't performed by a licensed contractor(see pictures attached).  *** ******* is being unrealistic with us by asking her Air conditioning company to remove a falling beam that again wasn't caused by us.   We have been more than accommodating to try and help her out offering to pay her contractor to remove the beam up to the price she has spent with us and she has refused.  Again this beam she is claiming we knocked loose according to her Next-door post weighs 350 lbs.  We do not take customers money and run, like she again states.  We have tried to resolve this with her and she is unwilling.   At this point we are at a loss when a customer won't work with you to resolve a problem.   We take care of all our customers when then allow us to.   

  Customer response

  12/16/2021

  [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: I have not received a refund...When there is Proof of refund from the Company sent to You I will accept the resolution, Gladly....

  I will accept a refund of ***** as a Resolution to My Complaint against J & W Heating and Air for (unintentional) damages done caused by the service.

  Regards, 

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

  

  Business response

  12/22/2021

  ***. ******* has been refunded.  This should be resolved.  

  Customer response

  01/04/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

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

   

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