ComplaintsforJordan Air, Plumbing, and Electric

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  August 26th they came out to do maintenance for my air care club. They claimed to find a leak in the refrigerant. I was surprised considering the unit is barely 3 years old and also installed by them so I said I needed to speak to a manager about this. There manager has been dodging my calls and eventually a customer care *** got a senior tech sent out on August 27th to verify. I went down below with him dn we were able to find a small leak only after realizing that the filter, one day after my maintenance, had not been changed. So they skipped out on maintenance, sent me a quote for over 1000 dollars, and have been giving me the run around this entire time. Such a new unit having so many issues either implies the unit is a lemon, or based on my time with the senior tech, they failed to provide proper maintenance and my machine is now damaged.

  

  Business response

  09/25/2024

  Jordan Air installed a brand-new system and upgraded the ductwork to Mr. ******** home at no charge to him. Please see attached invoice with the customers signature.

   

  It should be noted that on April 8^th 2024 Jordan air was purchased.

   

  Mr. ******** issues were due to faulty installation with prior ownership. Mr. ******* is satisfied with work done and has promised to remove this complaint.

  Customer response

  09/25/2024

   
  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After **** passed away we found granny needed a heating/air conditioning system that would be reliable because she wouldnt be able to move around or fight the space heaters and portable conditioner units anymore. We hired them to evaluate and install the best type of units for her needs and paid in full once they installed their units. This company is responsible for a mold outbreak in my grandmothers home. They didnt seal the mini split units correctly when they installed them and didnt place the proper tubing to them causing them to leak all over the ceiling in two rooms. It took them weeks to fix anything and even longer for any unit repairs. They have yet to start the claim for the mold damage repairs and dont return our calls or emails. Our units have never fully worked there is always something broken or not working and its been almost two months now with no heat or air at all due to a sensor that ended up being the pump that they didnt call to replace for two weeks we had to call them multiple times. This has been an ongoing struggle since beginning of 2022. Not to mention they send out new or untrained employees to work on the units, it takes all day only for them to turn around and need to wait for a trained employee to come over. Every time we call and report an issue they insist its something we are doing wrong like we are setting the air conditioning setting too cold creating the tubing to burst or we arent getting the needed maintenance causing a pump to over heat. Thing is they then say the wrong tubing was used or they find that they are here fixing another issue at least every 3-5 months and always do the maintenance after each repair and we payed the annual fee so they provide the maintenance every 6 months.

  

  Business response

  05/04/2023

  Our records do show that we installed a system for a *********************** at 5th Street, **********, ** on 12/13/21.  Due to their needs, we installed 4 ductless mini-split systems with ceiling cassettes. The Parkers have indicated that they feel that we are responsible for a mold outbreak that occurred to the home after the systems were installed.  We do not feel that we are responsible for the mold due to the following reasons:
  
   Mold can only grow where there is moisture and cold air.  Keep in mind that the mini-split units are designed to dehumidify the air, which involves removing the moisture.  The equipment alone will not cause mold.  In contrast, it should prevent mold.  We are not mold remediators, therefore we cannot give compensation for the mold growth.   
  
  The equipment installed were mini-split systems.  When mini split type units are used as the primary source of heating and cooling, they require extensive maintenance.  The window of neglected maintenance is very short for this type of system.    Due to the environment within the home of multiple pets, pet hair, and dander maintenance needs to be performed more often than the normally recommended twice per year.  Each time the Parkers called to complain of issues with the system we found that the filters were dirty, and the condensation line was clogged with dirt and pet hair.  It became obvious that the twice-per-year maintenance that they were doing was not enough and was causing the system to underperform.  Because it was under performing it was not able to dehumidify the air and remove the moisture.
  
  We realized last summer that at some point a new roof had been put on.  While the roofer did install several turbines with soffit vents, they failed to install a ridge vent which is a natural ventilation application.  Instead, they chose to use a 36 attic ventilator.  This application will force air out of the attic which will work but as a side effect will also pull unwanted moist humid air into the home.  The forced air application works fine for some areas of the country but is not recommended for *******.    In ******* in the summer this can be detrimental to the home.   There are a lot of obvious signs of infiltration in the Parkers home.  The house still has some construction going on.   The home leakage needs to be addressed otherwise they will continue to have problems. 
  
  The problems within Parkers home are more extensive than just the equipment or the installation.  Looking over the pictures and documented notes I feel that the system was installed properly.  From what I can determine,most of the issues arose from the environment that the units were in.  This is what we refer to as building science. We at Jordan Air have been certified in building science.  I dont feel I am helping them by just giving them compensation to help with repairs from the previous problems.  If they do not address the issues in the environment the problem will come back and could even be damaging to the home. 
  Here are my recommendations on what should happen to remedy the problems:
   Seal all penetrations in the basement.  Recommend ****** Installation as a good company to do this.
  Spray foam the attic or remove the attic ventilator and have ridge vents installed
  Vent out the bath fans
  Have the systems professionally hard cleaned every 3 months with the homeowner pulling the filters out and washing once a month.  If the homeowner cannot or is unwilling to do the needed monthly maintenance, then have a professional come and do the filter cleaning for them.  Regardless it is essential that they be cleaned in order for them to operate properly.
  
  
  Unfortunately, these are issues that arouse that neither of us could have foreseen.  I do sympathize with them.  If they are willing to get a quote to have the attic spray foamed, I would be willing to contribute a minimum of $2500 toward helping them resolve the problem. Without these measures they will continue to have problems and there is really nothing I can do.
  Their comfort and customer satisfaction is very important to me.  My door is always open if they would like to come by my office and discuss further.
  
  Sincerely,
  
  ****** Jordan
  Owner Jordan Air, ***

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a complaint directed at HR and payroll. The HR representative is sharing personal information with an employee and that includes medical information as well. The violator is ********************* and she shares the information with *****************************. They also make fun of customers, insult callers and play rampant favoritism. They also discriminate against the elderly and the owners are well aware.

  

  Business response

  03/27/2023

  I am really confused as to what this is.  There is no customer or employee associated with ********************** by the name ******************** The address is our address.  The phone number is not legit.  The email I tested bounced back as not found. ( See attached pdf of email.)  The employees in question do work for Jordan Air so I would assume whoever posted this is a disgruntled present or past employee trying to retaliate against coworkers.  I will say that the employees mentioned are exceptional and go out of their way to make for a great customer experience and are liked and valued by other Jordan Air employees.  After 30 years in business, I recognize top talent and these employees are hands down some of the best.   Our calls are recorded and I as the owner have listened to many of their calls.  Never have I heard any of the accusations mentioned.  I would encourage whoever posted this to reach out to me personally.  If they have evidence that this is going on I would be glad to discuss, otherwise I consider it as bogus as the contact information provided.

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My heating unit was out of order. The service tech came for a first time visit, did a "Complete Diagnostic". He strongly suggested a new unit, but to repair this one was gonna be $4000. The next day we had another Heating & A/C company come out for a second opinion, they opened up the unit and all the parts fell out. Jordan Air Tech did not even bother to put things back after taking it apart! They are so WRONG for that!! So, now we had to pay for what was wrong already, plus them having to put the unit back together. Jordan Air's only goal was to sell a new unit. I called for a business manager to complain, and someone claimed to be "the one I need to talk to" but she was offended by my not being a "Happy Customer" and said she "Stands by her Company". So, in my opinion they are scam artists. They are not even worth a one star, but I had to choose it to post this.

  

  Business response

  03/27/2023

  This was a first time visit to the property located at *******************************************************************************  The account name we have on file is **************************************  According to a recorded call, *********************** is a relative of the property owner and resides at the property.  **************** stated that she wanted a second opinion as another company had been out and did not fix the problem.  According to her, she had been using this previous company for over 10 years and had problems the whole time.  She said that they had suggested that she replace the system as it had issues and was 13 years old.
   ******** Jordan, one of the owners son, and also the technician dispatched to the call was asked by the client to perform a full diagnostic. He performed a thorough evaluation of the system as per Jordan Air policy.  This evaluation entails diagnosing the problem and also looking over the entire system.  This way if further problems are discovered the customer can be made aware so that they can make an informed decision of how would be best to proceed with the repair. After performing this evaluation, ******** discovered that the blower fan motor installed was not compatible with the system and thus why the unit was not working.  Because it was not the correct motor, he did leave the wires disconnected from the board to prevent the possibility of an electrical fire.   He also discovered that the coil, was extremely dirty and the heat exchangers on the unit were badly rusted.  It is Jordan Air protocol to inform customers of these findings, especially rusted heat exchangers.  When heat exchangers become rusted, they can easily crack and leak carbon monoxide which can result in major health issues as well as death if left unaddressed.  We have been in business for 30 years and take this very seriously.
   ******** wrote the repair options on a summary of findings report (***), which I have attached along with pictures of the motor and heat exchanger.  He did state on the *** the cost of the repairs,the safety concerns, and the possibility of an upgrade.  This information is strictly used to educate the customer of our findings.  The customer can then make an informed decision on how best they want to proceed with a repair or replacement.  According to ********, **************** was unhappy with the information given and asked him to leave.  She was invoiced and paid the $79.00 evaluation charge.
  **************** stated that after ******** left, another company opened the unit and all the parts fell out.  As you can see from the photos attached, he did not take anything apart.  I did question ******** and the service manager on this issue.  Both assured me that the system was left exactly as it was when he arrived other than disconnecting the blower motor wires for safety concerns.  I questioned the customer service representative that she conversed with when she called to complain, and she said the customer did call but hung up the phone without giving her an opportunity to talk.  I have included a copy of that call for your evaluation.
  From what I can gather from my investigation, ******** did not leave the unit in pieces.  This can be seen by the pictures of the system which are attached.  He did however leave the wires loose from the board to prevent a fire hazard.  From a safety standpoint he did the correct thing. He should have effectively communicated this to **************** which must not have happened.  For this I sincerely apologize. 
  **************** stated in the recording that she was embarrassed that she was caught cheating by the previous company when she called us for a second opinion.  I can only assume that what the other company found was the disconnected wires.  If they have pictures of the system torn apart as she states I would love to see them. However, from the pictures I have, this does not appear to be the case.  I wish she would have reached out to us when the other company found the unit taken apart. That way we could have seen firsthand and addressed the issue.  Without that I can only assume hearsay.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 30, 2022 Called for service to unstop a toilet. Given price of ***** by a woman named **** and told it would be Monday when they came out. Received call on Monday saying it would be Tuesday. 8/3/2022 when the tech arrived, he stood on driveway and I told him we just needed a snake run up the cleanout to unstop a toilet. He did not even walk over to the cleanout. He immediately told me it would be $757.00 WITHOUT even knowing what would have to be done. I asked to speak to the manager who verified the cost would be $757.00. I told him Absolutely NOT because the tech had done NOTHING but stand in the driveway. 8/4/2022 I receive an invoice for $356.50 for services performed. The tech DID NOT PERFORM ANY REPAIRS! As you can see on the invoice, there is a paragraph stating that I agreed to the pricing and that the work was performed satisfactorily. I was NEVER given this invoice but received it in an email today. I DID NOT SIGN THIS INVOICE AND WAS NEVER GIVEN IT. Someone put a slash **** where the signature was suppose to be. FORGING. I refuse to pay for a tech to stand in the driveway, not even knowing what was needed, and then receiving an invoice for the few minutes he stood in the driveway giving me a price of $757.00 for ABSOLUTELY NO WORK PERFORMED. After the tech left, we called another plumber who ran the snake up the cleanout 4 times until it was running clear, taking about 20 minutes and charging ONLY $140.00. Jordan Air not only lied about the cost on Saturday, they forged a slash **** as a signature and price gouged for absolutely no work performed. Their price was not in line with what other plumbers in this area charge. The price was UNBELIEVEABLY OUTRAGEOUS!!!. Businesses should NOT be allowed to forge a signature with a slash ****.

  

  Business response

  03/16/2023

  ************** called and talked with ***** on 8/5/2022.  The recording is attached.  ***** waived the charges for the customer and emailed her a revised invoice for zero amount due.  The revised invoice is also attached.  Let me know if you need any further information.

*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. ↩