ComplaintsforJ. B. Smith Heating & Air Conditioning, LLC

• Initial Complaint

  08/31/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Approximately Jan.-Feb. 2020 a ****** ductless mini split system was installed by J.B. Smith in an addition built by ******** ******** ********** ***** **********). That 1st summer when we contacted them regarding a problem, we were told they are no longer in this business. The owner, *****, did make 1 service call & told us to contact another company, JMS for any future work. The next 2 years were a series of calls to JMS, with at best only temporary fixes…the system didn’t have enough refrigerant in it, the thermistor was faulty & had to be replaced…there should have been a 3rd unit, but the system wasn’t large enough to handle another one… I tired of calling them on my Mom’s behalf (who is 84) & they tired of my calls. The living room unit blows cold air in the winter on the heat setting. I hired an independent HVAC technician to come & see if there was any fix to this system, as I had given up on JMS. His assessment was the system was too small for the space. He even contacted a ****** representative who agreed. After trying for 2 years to get this system to work with no success, I asked for my $8,244.00 back. I sent the HVAC report to them. I had the ****** system removed (told them they could pick it up) & a ********** system installed. I learned 6/30 that ***** had not gotten the HVAC report, even though **** told me he had forwarded it. I e-mailed it to him that day. I followed up twice - a call on 7/18 & an e-mail 7/28. He responded 7/28 saying this was the 1st e-mail received. There were some further back & forth e-mails on 8/3 & 8/4 - ***** telling me they did suggest 3 units (but remember JMS told me this ****** system couldn’t handle another unit), ... I also mentioned that my Mom reminded me the living room unit was defective from the start. ***** e-mailed me he would be in touch - that this was the 1st he heard “the unit was defect”. 8/15 I e-mailed him I was going to file this complaint if I didn’t hear back from him by 8/19. Here it is the 31st…

• Initial Complaint

  02/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had called for a propane delivery on Thursday (2/24) because my tanks were on empty. The guy told me he would “look into it and call me back” I never received a call. I called again Friday for a delivery. And was informed “we’ll have you set in the beginning of the week” now remind you they’re closed on the weekends and we just had a major snow storm. My pipes will possibly burst, along with my family that now has to sit in the cold and not be able to take a hot shower because they wouldn’t deliver. He tried telling me because I did not pay my bill. I paid it on Thursday as well. My mother paid it last month with same day delivery and the guy named Jerry told me that’s not how it works and that in order for me to get my delivery I need to pay an extra $250. It is only 14 degrees outside and we have nothing because they won’t refill! It is wrong of them!!!!!!

  Business response

  03/15/2022

  BBB spoke to business and the following was relayed: The customer has a budget account due the 20th of every month. We were still waiting for the January 20th payment and called the customer on February 11th and February 24th for payment as they were scheduled for an upcoming delivery. The customer did make an overnight payment on the 24th which I was able to locate as a pending payment on the 25th. We printed a ticket for delivery on Friday for the next time we were in their area. The customer ran out and called, we did make a delivery over the weekend and the customer was charged and did pay the $250 weekend fee.

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