ComplaintsforJSP Home Services

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  JSP Plumbing installed a new IBC DC ****** boiler and Impression Plus water softener in January 2022 for approx $30,000. It took 5 different plumbers and three weeks to install and replace parts in order to get the system working properly. Over the last two years the heating system has failed multiple times and several service visits were made to get the system running. Ive had pipes freeze, no hot water, and multiple error messages (see photos) from the boiler. In addition, it had a leak (see photo of rusted wrench on digital plate) loud fan noise and banging sound that I was told was all normal.On June 5, ************************************************* an invoice:I was on site for the same issues within the last few weeks and had found that the gas valve was not dialed in correctly to burn clean with proper fuel to air mixture.Replaced ignition cable, igniter, and gas valve in IBC combi unit first and ran unit to check for combustion failure error code. While going to remove the burner I found heat exchanger gaskets deteriorating around the edges and will need replacement kit for installing. Meanwhile, the high radiant heat dried out my hardwood floors, high hot water damaged by dishwasher and all of my faucets have slow drips from burnt out washers. As of today, the boiler is making loud noises every time I run the hot water. I feel unsafe with it in my home.I had not heard from JSP Owner ********************* for two years because I let his team try to solve the boiler issues and they couldnt. On June 18, 2024 *************** offered me a new IBC boiler. No apology. No warrantee. No assurance that a senior plumber would do the work. No offer to fix the damaged caused by the boiler.When I pushed for these things he told me to get a third-party involved and to not call or email him again because he didnt like my tone.Meanwhile, I have a faulty 2 years old boiler with a 3 year labor warranty and 10 year parts warranty that should still be honored.

  Business response

  07/23/2024

  Hello,
  We are currently aware of the customers, *******************************, complaint. Our Regional Vice President, *********************, is currently the point of contact with this customer. **************** has offered the customer a complimentary boiler replacement. ************** has agreed to this solution. We have also offered her a 3-year JSP warranty on the boiler as well. We are currently in the process of scheduling the installation. 
  
  

  Customer response

  07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  In response to ******************** claim that I agreed to a "complementary" boiler, I must clarify that it is not complimentary. It is a replacement boiler, covered under the workmanship warranty for the boiler I paid for in 2022, which failed. JSP Home Services sold me the *** ****199 boiler in January 2022 (see attached estimate). However, I was later informed that this model was no longer available. JSP Home Services then installed the *** DC ****** boiler at the same price (see attached final bill).

  In June 2024, after two years of unsuccessful repair attempts by JSP Home Services, **************** offered to replace the defective *** DC ****** boiler with the latest *** ****199 model. I asked for a Bosch Combi (I had a Pinnacle boiler and Bosch water heater JSP removed). **************** said no. He then explained that the *** ****199 boiler was superior to my old boiler in front of ****** from JSP and ****, an *** representative. When I later inquired about the warranty on the new boiler and the involvement of a senior plumber, **************** responded negatively, expressing dissatisfaction with my tone and suggesting I use a third party. Consequently, I sought support from the Better Business Bureau (BBB).
  
  For over three weeks, I endured ******************** negotiation tactics while constantly resetting the error 4 messages on the broken boiler to get hot water. To this day, the boiler makes loud noises, and the front panel pops whenever we turn on the hot water. I contacted JSP Home Services and **************** multiple times to inquire if the gaskets for the heat exchanger (mentioned in the attached) were ever replaced, as *** technical support had informed me it was a safety risk. I received no answers from JSP Home Services regarding the gasket replacements or my safety concerns.

  Once the BBB timeline expired and ******************** delay tactics proved ineffective, he finally agreed to replace the broken boiler (without specifying the model) with a new boiler and a three-year warranty, which I considered fair. In good faith, I agreed. However, upon my agreement, **************** AGAIN altered the initial offer from an *** ****199 to another *** ****** boiler. When I asked if this was a mistake, he did not respond. I followed up again for an update and received no response, not even an acknowledgment of my email requesting more information. I then called and spoke with ****** who was copied on the emails regarding the boiler model. He could not answer any of my questions about the boiler, gaskets, or plan. He said only **************** could respond.

  My BBB complaint will remain unresolved until JSP Home Services installs a new, fully operational *** ****199 boiler from 2024 with a three-year workmanship warranty and a five-year manufacturer parts warranty. I paid for it and that is what's fair. What's not fair are these aggressive delay tactics and withholding critical safety information.
  

  Sincerely,

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

  Customer response

  09/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Since filing my initial complaint with the Better Business Bureau on June 20, 2024, and the Attorney General on July 8, 2024, I have consistently maintained that simply replacing the boiler will not address the broader issues with the entire installation. To date, JSP Home Services has committed multiple contractual breaches and installation failures, including:

  
  1. Failure to file the required permit, resulting in noncompliance with the Town of ********* attached.
  2. Failure to employ a licensed electrician leads to code violations, as identified by a certified New York electrical inspector (attached).
  3. Failure to install the system according to manufacturer specifications resulted in the loss of product warranties outlined in my original complaint.
  4. Failure to provide repair documentation and withholding safety information caused unnecessary stress to my family and me.
  5. Failure to properly diagnose, repair, and document any of these issues over two and a half years of repeated service visits.
  
  On August 24, 2024, I informed JSP that I had scheduled a water test and was investigating the ongoing water pressure issues. The water test results have since been confirmed as satisfactory. However, it was discovered that the water pressure tanks electrical connection was improperly made to an exposed junction box located behind the boiler, between JSPs blue mounting board and the wall. This junction box previously powered the Weil McLain Injection Pump panel before JSP removed the device, but failed to move the exposed junction box. See attached.

  As a result of leaving an exposed junction box behind the boiler, the electrical inspector added the following to his report:
  - The two yellow NM cables must be routed through the wall by drilling through the studs to protect them from physical damage.
  - The steel junction box must be bonded to the equipment grounding conductor, properly covered, and positioned in an accessible location.
  

  Even if JSP had replaced the boiler and brought the entire installation up to code with a proper permit and licensed electrician, it would not have resolved the underlying safety concerns or eliminated the need for additional repairs. This further underscores the necessity of replacing the entire boiler system and all its components. Almost all of these issues stem entirely from the absence of a licensed electrician overseeing JSP technicians. If a licensed electrician was involved, they violated several safety codes.
  
  I contacted JSP with the new information and the response was they would add $500 to relocated the junction box and pay $6,000 boiler replacement. This offer completely ignores the fact that I had to remove the boiler system and blue board holding up the boiler in order to discover the live, exposed junction box JSP hid between the walls. Today, it was discovered that JSP failed to install a downpipe connected to the boiler pressure valve. 

  JSP Home Services has repeatedly offered MORE repairs to the serious safety hazards they created and continue to ignore the fact that I had to uncover all these failures myself. They had two and a half years to fix these problem that they kept from me. 

  I am requesting full reimbursement, new plumber costs, fees associated with ********** emergency visits, and inspector fees totaling approximately $35,000. The boiler system has been removed for safety reasons and I'm happy to return all the products to JSP Home Services.
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  09/12/2024

  JSP and ****, JSP's parent company, maintain that we have been in constant contact with **************. That contact is ongoing and does include JSP in making offers to the customer to resolve the issue. It is our hope that we can reach a resolution that satisfies the conditions in the home and ends these proceedings. 

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took $3500 that they estimated to repair/fix boiler at the end of December. The guy was not even there for four hours. Was still broken three days later and we called immediately. We are still waiting for them to show up and repair. They now say there is a different problem that costs another $1500 and they won't come over until we finance the additional funds. They also told my disabled, elderly husband that it was $18,000 for a new boiler (had two other quotes - closest was $11,500). There has been no hot water and no heat in this apartment for over a month. They are stating it is because we asked for two separate loans - they wanted to do one loan so it looked like one estimate and one repair bill. Either way, they have $3500 and we have no heat or hot water STILL. They evidently do NOT guarantee their repair work. Every day, they say they will call back tomorrow - every day they never call back or show up.

  Business response

  01/31/2024

  On 12/29/2023, we visited the customers home and determined that their 11 year old ******* Boiler was in need of several repairs. We provided the customer with multiple estimates which they chose for $3,373.00. Husband did not make a decision right away as he had to speak with wife to review. Customer did not make decision until 1/3/2024 and then had to ****************** document process for approval which took longer then expected as customer had technical difficulties on his end. After approval was completed, we visited customers home at 1/11/2024. Once repair was done, issue came back with an error code on 1/16/2024 and a Technician was sent out again for review. Technician spoke with manufacturer who identified that a control board is the issue and needs to be replaced. Customer was made aware of this and said they would get to us with a decision. Customer called back on 1/18/2024 to say they wanted to move forward with the additional cost but wanted a separate loans with two different payments. This proved to be difficult as financing company does not issue two loans unless one loan is closed out and funded. Once the first loan is complete, they will then issue a second loan. When communicated to customer, there proved to be additional customer difficulties to approved the 1st loan which continued to delay the process. The moment the customer approved loan, financing company had to complete their back office funding process before a second loan can be reviewed. This has continued to delay the process and we are awaiting for our financing partner (GoodLeap) to finalize approval of the loan so we may have the customer begin a second application. At no point is this the normal process for projects that need additional funding. We simply would add on to the original loan with customer approval. Customer demanded that there needs to be a second loan which has now delayed the entire project. 

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  6/27/2016 ********* *********************************************** installed a ***** BTU ********** ductless AC/heat pump Model MSZ-GL09 in my bedroom. Warranty covered 12-year compressor, 12-year parts, and 1-year labor. ***** was hot and I started having issues with the bedroom Unit. Normally once turned on it would cool the bedroom down in minutes. The unit was doing the opposite and causing more humidity. making the room even hotter. Contacted ********* by phone unknown member of JSP Plumbing answered the phone explaining JSP bought out ********* and is honoring and taking care of ********* customers. 4/18/2023 JSP Home Services technician ****** "G" ****** came to my home to diagnose and repair the bedroom A/C unit. Repair was a substantial amount G offered to sign up me up with GreenSky to pay no interest until 11/12/2024. Currently enrolled in autopay with GreenSky to ensure I dont miss any payments. The repair lasted approximately 4 months. 8/7/2023 JSP Home Services technician ****** "G" ****** came to my home a 2nd time to repair the bedroom A/C unit. Repair did not make sense to me. G explained he could make a hole in the bedroom wall to look for a leak. "G" notified me JSP would not be held responsible for patching up the hole in the wall. "G" said he could come back the next day with a helper which would cost an additional $502.28. (To eliminate making a hole)Currently still paying GreenSky. Pouring more money into a repair that was not guaranteed made zero financial sense. G went out to his van to call his manager about getting a discount on a new unit. I was quoted $7,726.50. This pricing was unacceptable. I understand the price of things has gone up. Brand new FULLY installed was $3,712.00 So when I was quoted almost $8000.00 I asked "G" what is your boss charging me for the unit itself? He could not provide an invoice and simply stated we sell them at a "Flat Rate". I told him to immediately cancel the monthly service plan they were charging me.

  Customer response

  09/07/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2 issues:(1) JSP was hired to install a mini-split system in my house in ******** They completed the work in Nov. *********************************************************************** the cost I paid them. I have now in July contacted them 3 times and keep getting the run around. It is holding up selling my house. I am getting desperate and need your help. I have moved to ** and am selling the ** house ASAP (2) JSP was hired to wire a small addition to my house. They billed me for $4000 which I thought was included in the loan when the minisplits were installed. When trying to figure all of this out, I found a loan they took out to cover the $4000, with my name forged on it. Also, I could never get them to do the final inspection so I could complete the construction. I ended up hiring a third party at my expense just so the construction could be finished. I am desperate to get all of this settled so I can sell my house. Work on #1 first so I can get my house sold.

  Business response

  08/04/2023

  *********************** purchased and agreed to an installation for $19k and after completion it was discovered that the customer did not have enough amps to power the original purchased. A second quote was given to the customer  which she signed for a purchase of $4k. In the agreement, it informed the customer that the purchase would be funded by their line of credit that they had originally financed the 1st job with. To complete this, the customer was sent a financial approval email which she needed to agree to before the funds would be released to JSP Home Services. Once this was verified, we moved forward with the 2nd half of the project. Upon completion, a 3rd party needed to inspect the electrical work and approve and close out all permits. This had proved to be difficult as we were trying to coordinate with the customer, town inspector and a JSP service expert. It also became difficult as the customer was not present in ******** and needed to coordinate with someone who lived in ********. After many attempts with the Town and the 3rd Party inspector, we were able to process and complete on 8/2/2023. 

  Customer response

  08/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  There are several inaccuracies in their response.  At no time was I informed about the second loan, until I started receiving a bill from the finance company.  I would have never qualified for two $20,000 loans.  I never signed for that loan.

  The inspection response is inaccurate.  I tried many times to get them to come out to inspect the preliminary wiring in my addition.  They never set it up, offering many excuses, so I found one of my own so construction could go on. I paid out of pocket even though it was supposedly included in the original contract.  For the mini split inspection, it also never happened. Work completed in November 2022, again many excuses.  I spoke with *****, who never followed through.  I gave him my son's phone number, and mine, so we could make arrangements to meet there to finish.  They NEVER made an attempt. It had nothing to do with my move.   Early this month an inspector called for JSP  and I told him I do not need his services because I had,  AGAIN, found one on my own and paid out of pocket.  Within 2 days, all of the inspections were done, and permits closed out.

  I know this is a he said-she said problem.  I believe they fraudulently took out an additional loan in my name.  I have no paperwork for that second loan that has my signature.  They did not take care of the inspections as per contract.

  I stand by my complaint.

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Customer response

  08/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  They are never going to admit to this.  I will stand by complaint and expect it to remain registered with you as a complaint.  They know that they have done what i said. In an effort to get past 

  this i am suggesting that they pay me $2000 to close this out.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business response

  08/15/2023

  As explained. We have provided all the services agreed upon. The customer wanted an altered timeline that benefited the sale of her home but did include a practical timeline into her need. When dealing with 3rd party inspectors as well as permit approvals, the process took longer then she was willing to waiting. We will not be refunding $2k. 

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I re submitted this complaint according to ********************* email. Nothing from BBB so far.

  Business response

  03/31/2023

  
  

  We here at JSP Home Services appreciate all feedback. Our customer's satisfaction is a top priority. After a conversation with one of our company representatives we believe a positive solution was agreed upon by both parties. We can not grow and get better without your input.

  Submitted: 03/23/2023
  
  
  

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

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  JSP installed a boiler in our home earlier this year. Now that we are in the winter season, it won't stay on/working for more than a few weeks or sometimes days at a time. We've had several service calls and they cannot get our brand new, expensive boiler to work. When we cal and tell them our heat is out they say "It'll be fine for one night, we'll be there tomorrow." It was supposedly a sensor that needed to be replaced (again, brand new boiler) but the heat has gone out twice since then and there doesn't seem to be a path for resolution. We're waiting for another service visit but I'm at my **** end and don't know what else to do to try and get a functional boiler than doesn't require twice monthly visits. I definitely think I overpaid based on the fact that it isn't working.

  Business response

  12/14/2022

  To whom it may concern,

  We received a call from this customer informing us that their recently installed boiler had shut off and was not functioning. We scheduled a service call for our next immediate appointment and ************** has restored boiler operations at this time. We are currently working with the manufacturer of this boiler as it appears there is a potential warranty issue which JSP is committed to resolving as we take great pride in our quality of work and customer service. We have been in contact with the customer directly as well and have a follow up appointment scheduled for 12/15/2022 to ensure we resolve any outstanding issues with this boiler. It is unfortunate when we have intermediate issues on equipment that take multiple visits to diagnose and correct and we do everything in our power to resolve these as quickly as possible.    

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed a 2 year service agreement (JSP refers to this as a ************** Membership) and had 3 furnaces serviced by JSP Home Services 03/07/2022 and made a payment for ********. I never received detailed / itemized invoice as documentation of coverage (this was requested numerous times on 3/9/2022 and again on 03/17/2022)************** Membership includes "two annual system checks for both cooling and/or heating systems" in the home. I made an air conditioner annual maintenance appointment on April 4 2022. I was alerted the technician ******************* was en route at 2:22PM on 04/04/2022. The technician came out and did not even turn the air conditioning units on because they looked acceptable on visual inspection alone and were relatively new. I called JSP to reschedule the maintenance appointment to a warmer day. The customer service agent informed me it was standard to at least fire up the units at the annual maintenance to ensure they are functioning. We rescheduled the appointment to May 23, 2022, however the service provider never came to this appointment. No contact was made by JSP to let me know it was cancelled or to reschedule.I would like a refund for my ******** purchase as JSP has been unable to hold up to the contract,

  Business response

  09/19/2022

  After the receipt of the customer email on Monday September 19, 2022 the account was reviewed and a refund in the requested amount of $1270.08 has been submitted. An email stating this was also sent to the customer.

  Thank you.

  Customer response

  09/19/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************************
  
  
  
   
  
  

• Initial Complaint

  04/05/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Invoice # ******** *********************************************************** ************************ We had JSP come out after the huge ice storm in the ******************* that completely shut down our well/water system at our home in ********. They gave us general pricing over the phone after looking at the job. We agreed to the job at ***** knowing that it could go up to 11k depending on the situation once they got to the well. Once the job was completed, it ended up costing the high amount of 11k and we wanted to submit it to our insurance. The insurance company required an itemized receipt, which JSP refused to provide. The insurance company was left only being able to pay partial instead of the full amount because of the lack of invoice. We recovered 5k of the 11k instead of a much higher rate that should have been covered with proper invoice. It is very unethical to refuse to provide customers with itemized bills for work, especially if it hinders reimbursment for insurance.

  Business response

  04/26/2022

  Tell Email responding to customer:
  Hi ****,
  Thank you for your patience.
  I spoke with my Service Manager regarding your concerns and request. He reaffirmed that we do not provide itemizations for material cost and labor. However, your insurance agent is welcome to assume a 40% average cost for materials.
  With regards to the balance owing, you are correct. The $6874.14 should have been applied to the $10,901.69 invoice. We will have the Technician correct his invoice and apply the $6874.14. I will email an updated one as soon as it becomes available.
  4/1/2022 2:30 

   

  We provided the customer with the pictures as per his request.

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  JSP had installed a new heating system. The work that they had on it was excellent. But a few weeks after there was a loud vibration/ engine sound coming from the unit. Called after hours to report the problem. ******** told me she'd call me back on Monday with a resolution. it has been weeks and no call. Every time i call they avoid all calls with no call back. It seems like they are a verry shady business to work with.

  Business response

  03/15/2022

  This matter was closed and we have been doing work for ******* as of recently.   . 

  
  

  Customer response

  03/15/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

*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. ↩