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:04/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On Friday morning, my power went out with a loud popping sound, and the entire house went dark. I contacted *****, and they confirmed everything was functioning properly on their end. They told me the issue was internal and advised I contact an electrician. I have a Platinum Contract with NJR Home Services, which includes both HVAC and electrical coverage, so I contacted them immediately. They sent both HVAC and electrical technicians. The electrician who came out first (Miguel) did not listen to my description of the issue. He insisted the problem was a single outlet that had popped and replaced it. When I told him that the popping sound occurred again shortly after he went to his truck, he dismissed me and told me I was “hearing things.” At the same visit, the HVAC tech (Bill) told me my fuses were upside down and asked if I had done that. The only people who have ever touched the system are NJR techs. He also told me that I “haven’t had air in a long time,” despite the fact that I used the system all summer and recently. I called and emailed NJR to report the continued popping noise while the technicians were still at my house and asked them to come back out. They returned Saturday morning. This time the HVAC technician told me the unit was “perfect.” Today (Monday), a different electrician (Michael) came out. He was professional, took the time to listen, and ultimately replaced the breaker. We ran the system for a while and he said if the issue continued, I should call back. Shortly after he left, the same popping sound occurred again and the condenser has stopped spinning once more. I now have ongoing electrical issues with my system and feel that NJR has done the bare minimum to identify and solve the problem. Given that I have a premium contract with them, I expect a higher standard of service, especially when the issue involves electrical safety. I would like this resolved immediately, or for NJR to refund me for the lack of proper diagnostics and repair

• Initial Complaint

  Date:04/03/2025

  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.

  We accepted a quote from NJR Home Services to replace two A/C systems and the work was scheduled for and completed during the first week of September of 2024. And they were paid in full by the end of the ******** the contract it was stated that we signed, it stated that *** would take care of the permits and we were responsible for getting the systems inspected within the stated timeframe.We waited weeks and called several times to ask about the permits and inspection. After several phone calls and being told that they would look into it. We were finally told that the application was rejected. I went to the town to find out what was going on. I was told that *** was supposed to submit a survey to zoning before approval ( and was told that *** should know better ). I supplied the survey and was immediately informed that the new condensers were too close to the property line and we either had to have them moved or apply for a variance. I have been working for weeks getting signatures , sending out certified letters and posting in the local news while waiting for a hearing with the board. I have tried to contact *** by phone and email and text and have stopped responding. I was told that I will have to apply for the permits myself and get them inspected or moved pending the outcome of the meeting. Im not sure that I shouldnt get a lawyer and file a report with the State of **********.

  Business Response

  Date: 04/04/2025

  We are happy to assist you, may I have the best contact number for you? We tried the number ending in 7254 and our salesperson said it was the incorrect number. You can also reach out to **** at ************

  Customer Answer

  Date: 04/04/2025

  
  Complaint: 23155809
  
  I am rejecting this response because:
  
  I have emailed and called and received no response.( again)
  
  Regards,
  
  **** ******

  Business Response

  Date: 04/07/2025

  Mr. ****** has been in contact with our sales representative regarding his inquiry. Mr. ****** mentioned that he will be speaking with his sister-in-law and get back to us afterwards. 

• Initial Complaint

  Date:10/05/2024

  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.

  Water heater replacement has been performed by ***. Throughout the process the company has lied about its policies and services. The current issue is that the water heater requires inspection by the township according to the service agent. They were supposed to send this info within 4-6 weeks. I waited 8 weeks, and since then have called 4 times trying to get this issue resolved. I currently have an uninspected water heater. I have no idea if it was installed properly, if it is safe to be in my home, if the township is going to fine me for this or if my home owners insurance will be valid in the face of an incident. The company refuses to do anything but send emails to departments who ignore them. They are now claiming to have mailed the info in July, but not only did I not get anything by mail, no employee had any record of these being mailed the previous 3 times I called.

  Business Response

  Date: 10/07/2024

  I spoke with Brian this morning and I am working to resolve this issue and will keep InTouch with him throughout. 

  Customer Answer

  Date: 10/07/2024

  
  Complaint: 22384157
  
  I am rejecting this response because:
  
  I am happy with the work Bruce and Kayla have done so far. They are the first people I've dealt with who seem to care or to have even attempted to help me or do any work. However, given the lack if response to all previous attempts to resolve the issue and numerous lies I have been told in the past, I am unwilling to close out this claim.until an actual resolution has been made beyond promises.
  
  Regards,
  
  Brian Calabro

  Business Response

  Date: 10/10/2024

  I completely understand where you're coming from, and I want to ensure you that we are fully committed to resolving this issue. I will reach out to you as soon as I have another update. 

  Customer Answer

  Date: 11/12/2024

  
  Complaint: 22384157
  
  I am rejecting this response because: My name is ***** ******* and I had a previous claim (22384157) about an issue with NJR Home Services after they failed to respond to inspection on a water heater. The claim was closed because I didn't realize that the second response from them just saying "we understand" needed a response from me to keep it open. They did eventually schedule the needed inspection, but the water heater failed inspection due to being installed incorrectly. They are now ignoring me once again and refuse to respond or address the issue. Given that this claim is the only thing that got them to answer me last time I was hoping to reopen the claim since it was never actually resolved. 
  
  
  
  Regards,
  
  ***** *******

  Business Response

  Date: 11/12/2024

  I see from the notes that ***** failed inspection for his WH and we have a service all scheduled for 11/25/24. I left a message and sent a text message for ***** to give me a call back to discuss this matter. 

• 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.

  This occurred over the month of July and August 2024. We had been working with NJR Home Services since we moved into our house in late 2020/early 2021. We subscribed to their monthly service for heating/AC support. In July 2024, our air conditioning unit broke and we contacted *** to inspect. They initially tried to inject free-on into our AC unit but it didnt work. They then recommended a diagnostic visit to assess what was wrong. Following the results of this test, we were told we needed a new coil which would cost approx $2,000+. We agreed to their advice to purchase this, but it didnt work after they installed it. We were then told that another diagnostic test would be needed to assess the problem. This was surprising as we were never told that the first diagnostic test may be ineffective and that buying a $2,000 could be a waste of money. To summarize, *** visited our house 6-7 times over the next month, while it was ***** degrees in the house, and they were unable to figure out what was wrong with our unit or to fix it. They then tried to blame me for not letting them come out AGAIN (for the 8th time!) because the surpervisor (**** Dusbery) thought he should come take a look. I was more than patient with *** but eventually got fed up and hired another provider who fixed our unit in 1-2 days versus the ~6 weeks we wasted with ***. They are now trying to make us pay for the coil which didnt work. We have already paid a lot of money to NJR Home Services over the years for little-to-no service. This is completely egregious that they are asking us to pay for something that didnt work when they didnt even tell us this was a possibility, never fixed our unit, and they wasted our familys time. We have three kids who could easily have overheated in the house at these temperatures. Weve been very good customers to *** so they should take the profits that they have made on us and be just be happy and move on.

  Business Response

  Date: 10/29/2024

  We write in response to the complaint filed by Mr. ***** ** (the Customer) seeking to recover monies paid ******************** (NJRHS) for new air conditioner coil.  The Customer essentially argues that changing the coil was not necessary.  We disagree.  The Customers system was not properly functioning due to several problems.  An NJRHS technician ran a test of the coil by running colored dye through it.  When that test was completed, there were clearly leaks in the coil and it had to be replaced, or the system would have just continued to leak freon into the atmosphere.  There are instances, where replacement of a visibly leaking coil will not entirely fix a problem. For example, the original test may not have revealed downstream leaks because of the existing leaks on the coil.   Accordingly, NJRHS stands by the original charge.  ********, ***** attempted to go back and follow up when the Customer complained of further leaks, but the Customer refused this free service and rather had repairs performed by another contractor.  The ***** residential service contracts unequivocally state that ***** is not responsible for work performed by others.  ***** has no idea what the other contractor actually did to the unit (historically, contractors seeking payment for their own work throw the previous technician/company under the proverbial bus).  Based on the foregoing, ***** stands by its charge for the air conditioning coil.  In the interest of customer relations, ***** will agree to refund the $165.00 fee the Customer was charged for the leak test.   
  
  Should you have any questions, please do not hesitate to call.  
  
  Sincerely,
  
  NJR HOME SERVICES

  Customer Answer

  Date: 11/25/2024

  
  Complaint: 22293231
  
  I am rejecting this response because:

  To confirm, this matter has not been resolved with ***. We have submitted additional info to them regarding what we needed to fix. I will forward you our latest correspondence. Any assistance would be greatly appreciated.

  
  

  
  
  
  
  Regards,
  
  ***** **

  Business Response

  Date: 11/26/2024

  We did a leak test, and the coil was leaking.  It is possible that the leaks further downstream were not found on the initial test due to the existing leak.  We offered to return to further check the system, the customer refused, and instead retained another contractor.Accordingly, the customer took on the risk of loss by hiring another contractor.  NJRHS stands by its initial assessment that the coil was leaking and had to be replaced.  As a courtesy to settle a dispute, ***** will agree to give the customer a $100 credit onto the gas bill.  
  

  Customer Answer

  Date: 12/09/2024

  
  Complaint: 22293231
  
  I am rejecting this response because:

  As discussed, this email is in regard to the latest response from NJR Home Services.

  
  

  NJR's response does not acknowledge that we worked with NJR for over six weeks to try and resolve this issue. They are stating that we 'refused' to let them further check the system. This is incorrect. We let *** conduct 5 confirmed visits over the course of six weeks to try and resolve our issue. My wife and I also spent 3+ hours (192 minutes) on the phone with various NJR **** during this period. I have phone records to confirm this. 

  
  

  This was during the middle of summer and our house was over 90 degrees during this period. We have elderly individuals in the house (my mom who is 82) and young kids (4 and 8) in the house. It was not possible to let *** to continue to try and fix our unit as this could have led to serious medical issues for our family. I think any reasonable person would agree that *** was given ample opportunity to address this issue and I'm confident others would make the same decision for the safety and well being of their family.

  
  

  NJR also states that it is possible that there were leaks further downstream that were not found 'on the initial test.' They fail to address that they visited our house on 5 separate occasions which includes conducting a diagnostic test on our unit. We were never told this was 'an initial test' or that the results could be inconclusive. Upon completing the diagnostic test, we were told our system needed a new coil which would fix the issue. We were never told this MAY NOT work. As such, we took the advice of *** and purchased the new coil as they recommended. This new coil cost ~$2k, it didn't work, and now they are trying to bill us. If *** acted in good faith, and provided more transparency on their diagnostic test, told us the new coil may not work, we would have at least had complete information to make the appropriate decision. Unfortunately, they failed to do this, and are now trying to punish consumers for their own shortcomings.

  
  

  NJR also states that they stand by their initial assessment that the coil was leaking and had to be replaced. I have sent them documentation showing what was actually wrong and how another party was able to fix our unit within 48 hours. I am happy to provide this and put whomever in touch with the company that finally helped us to confirm this.

  
  

  Please let me know if you have any questions and I look forward to hearing more about the arbitration process.

  
  

  
  
  
  
  Regards,
  
  ***** **

• Initial Complaint

  Date:05/07/2024

  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.

  I want to cancel a plan

  Business Response

  Date: 05/08/2024

  We have spoken with *************** on 5/8/2024. His issues are resolved.

• Initial Complaint

  Date:04/03/2024

  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.

  02/05/24 NJR home services installed a heating and air system in our home. They were supposed to get all permits from LEHT N.J. We have spoken several times and been promised by E-mail that they were getting the construction permits but we just spoke with our Township and they havent received anything but a permit application with no funds and insufficient information.The permit has been rejected 2 times for the same reason. NJ R accout # **-4974--1730-12

  Business Response

  Date: 04/18/2024

  I received the complaint, and we are looking into it. 

• Initial Complaint

  Date:02/13/2024

  Type:Order 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.

  I recently purchased a home where the previous owner had a contract with NJR home services. NJR home services went ahead and renew the contract without my consent under my name, and started charging me. When I called to resolve this a bunch of times, and every time was told that a manager will call me back.Ive yet to receive any response.

  Business Response

  Date: 02/14/2024

   Hello ******,

  We strive for prompt, professional service and are sorry to hear we did not meet your expectations with a response to your concerns.We reached out to you this morning and left you an message regarding your concerns. We have completed the request and resolved your issue.Please do not hesitate to reach back out with any other concerns. 

• Initial Complaint

  Date:01/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In mid-December 2023, my 86-year-old mother financed a new furnace and service contract through NJR to replace her old unit. The basement has a sump pump and French drains, but the workers disregarded recommended procedure (& common sense!) and did not place the unit on a platform. Five weeks later after a torrential rainstorm, the sump pump failed, flooding the basement, and disabling the furnace. NJR sent technicians two days later for the repair and the technician claimed that the unit could not be fixed. He said that since the unit had taken in water, was "unsafe," & would be "red-tagged" and that NJR would no longer service the unit. He then instructed my mother to contact her homeowner insurance carrier. When she asked why the unit had not been placed on a platform, the technician explained that despite the fact the unit was located less than 19 feet from a sump pump and less then 2 feet from a French drain, they were "not required" to install it on a raised platform. I contacted NJR customer service and the representative (********?) and while she was sympathetic, she said there was "nothing more she could do." Now, as a direct result of the gross negligence and incompetence of NJR installers, my elderly mother is without a safe, working furnace in frigid winter weather. In fact, she still owes nearly $7000 on a two-month-old furnace that was damaged as a direct result of NJR's incorrect installation. Please help me assist my mother in resolving this horrifically stressful and very unjust situation with NJR. My mother is a senior citizen and a low, fixed income and she is extremely upset. Any assistance you can provide to us would be deeply appreciated and we thank you in advance for your anticipated assistance.

  Business Response

  Date: 02/06/2024

  This has been resolved. 

  Customer Answer

  Date: 02/06/2024

  [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,
  
  ******************

• Initial Complaint

  Date:12/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Trying to get my A/C unit fixed since July/August 2023. Around 8/7/2023, First American assigned the job to NJR Home Services (unknown TN address) [email protected] ************ to make the repairs. Around 8/30/2023, NJR diagnosed the problem first as a faulty thermostat, so it replaced it but brought wrong type. So, NJR Rep replaced it, which did not match quality thermostat I had. It didn't work, so he said it was the wiring and circuit board or something to that effect and whole A/C unit must to be replaced. He tried to convince me that I should replace my existing high efficiency system with a standard system. I refused and told him i want it replaced with a high efficiency. On 10/4/2023, I paid NJR $1100 in expenses that were not covered by First American to fix unit. Around 10/21/2023, NJR came out to install unit. He installed it and left, then called same day and asked if unit was working. I thought that was odd but I realized why he asked because the unit never worked after he left. I tried adjusting temp but nothing worked. I called him next day; he came out following Saturday and said a/c nor the furnace worked. I said how, when he was just out here last week and said the A/C unit worked. He blamed it on the furnace but the furnace worked fine beforehand. I relayed my frustration to First American. First American then assigned the job to two different vendors, both of whom indicated that NJR did not install high efficiency system and wired the new A/C unit wrong which caused the furnace and circuit boards to be fried. NJR refused to refund my $1100 although unit never worked. First American now asking me to pay new vendor $1075 in the same uncovered expenses to fix the same unit with the same problem that was supposed to be fixed when I paid NJR $1,100. It's unfair for me to pay almost $2,200 for a job that was $1,100 because of poor unqualified workmanship of First American contractor. I told First American to never send NJR to my home again.

  Business Response

  Date: 01/16/2024

  ******* reached out to First American who then assigned his service call to a local service provider (company name unknown). NJR Home Services does not service customers outside of New Jersey. Please kindly remove this complaint. 

  Thank you 

  Customer Answer

  Date: 01/16/2024

  [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. Also, I sent an email on 1/3/2024 to BBB NJ and Stephanie at New Jersey BBB to withdraw the complaint.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:12/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  NJR installed a new HVAC system at our home in August 2023.Shortly, after installation, there were two visits, to make minor repairs and it has been operating well since. Earlier, this month, we turned on our humidifier and it was not working. Knowing that the humidifier, was not part of our service contract with NJR, I brought , in a local licensed HVAC repair person. He determined, that the unit would work if the furnace was wired correctly- I paid him $165.00 for the visit. I did not permit the repair person to touch the furnace and immediately called NJR. They responded, corrected, the furnace's wiring, to provide, the necessary power, to the humidifier. All is now working. Based on all this and NJR not wiring my humidifier correctly I am requesting full reimbursement of $165.00. I am a senior citizen . Please help me recover this money.