Complaints

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/23 flooded basement disconnected joint in AC drain pipe soaked rugs ruined floor paint. Had to leave for weekend no timely response from CJS couldnt leave it in this condition. Private contracter glued joint and cleaned up mess with estimate to repaint floor possible damage to rug and model train track.7/28 Delivered invoice and pictures to **** at CJS after days of fruitless phone calls considering writing letter to editor or small claims court. They want to charge me a Service Call to inspect!!! Have purchased new AC and furnace in last 2 yrs with 10 yr warranty also have service contract with CJS. Had been satisfied with their work prior to this.

  Business response

  07/29/2022

  We appreciate the client trusting in our company to serve him and his family's HVAC needs. It is truly an honor to serve. I hate to hear that the client has had issues with a leaky water pipe in his basement. I emphasize entirely dealing with fixing the problem and the clean-up. His air conditioning unit does have a 10-year warranty, but this does not include items such as drain piping. Even so, the drain has worked for over three years since we installed the unit. When completing his tune-up this past spring, our technician recommended drain treatment to help prevent clogs and leaks in the draining system, but the client declined. We offered timely service when he called for service on his drain pipe making three phone calls to attempt to do so. The client declined because of our service fee, which covers our vehicle, inventory, tech, and dispatch expenses. Unfortunately, at this time, there has been no indication that we caused the issue or that it is part of his warranty. This appears to be a scenario where the client does not want to pay for services we would be owed to perform.

  Customer response

  08/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  The issue is the joint came apart because it was not glued which is not an acceptable practice per my private contractor **** though CJS Mgr states they do not glue joints so they can easily get them apart. The service offered by the tech in the inspection would not have prevented this joint separation. I would have been glad to let CJS do the repair but could not leave the home in this condition awaiting their response. I believe the root cause of this problem was not gluing the joint and my private contractor agrees it is unacceptable.

  I realize I need to have a good relationship with CJS as we move forward and strive for I was offered a meet me halfway settlement and am not sure what that meant at my office visit

  Business response

  08/02/2022

  I understand how frustrating this must be for you. We intend to provide a premium experience for all who use us. Regrettably, we were not allowed to help solve this problem. I believe you misunderstood our manager in thinking he said we do not glue pipe joints. Additionally, our manager offered to meet halfway, meaning he would wave the service fee to come out and look things over. There has been no evidence other than hearsay from another contractor that we caused the problem. Due to the current sequence of events, and the way we understand them, we will not be contributing to solving the issue as we have come to know it.

  Customer response

  08/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  There are inconsistencies in the response as follows:

  1. The *** does not glue the joints now they say they do there was no evidence of glue on the joint

  2. I was told by the secretary calling there would be a service charge 

  3. The hearsay statement is incorrect about the contracter that fixed the problem a copy of his  invoice and pictures of the damage were attached he is a reputable contractor in this community with many years of satisfied customers 

  I am terminating my relationship with *** and hiring another Company I do not understand after spending $15k with *** why they refuse to settle this issue. 
  ****** P Macaluso 

  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************

  
  

*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. ↩