ComplaintsforJ&J Plumbing, Heating, Cooling, & Electric

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/15/24 J&J came out to snake the clogged drains. They had 3 techs working for three hours. They identified several issues with our system but said they were able to get things cleaned out. 4 days later, our drains were backing up again and techs came out on the 3/22/24. Three more guys, three more hours. This time they said that they were able to get the lines really clean and charged me an additional fee. I stated that it wasn't done properly the first time or I would not have had a problem 4 days later. They insisted I pay so I did. I contacted the company to dispute this charge and was given nothing but a runaround. So they charged me twice, cut a perfectly good pipe in half and tied to fix it with an amateur repair (by supposedly professional plumbers), they damaged the tile in the bathroom and they punched a hole in a concrete floor looking for a cleanout and didn't repair it. I have been trying to work out something with them but it's been three weeks with no response and I think they are ignoring me in hopes that I will go away.

  

  Business response

  05/23/2024

  Hello ***,
  Thank you for sharing your feedback. We truly regret to hear that you are dissatisfied with our services. We always strive to provide the best service possible and your experience is important to us.
  Upon reviewing your case, we would like to address a few points. During our first visit on 3/15/24, our technicians found significant blockage in your drains caused by wipes, as documented in the photos taken at the site. You acknowledged this issue and signed the waiver noting that no warranty would be provided for this drain.

  
  When the problem recurred, we returned on 3/22/24 and offered a long-term solution by installing an outside cleanout, which you declined. Instead, you opted for jetting the lines again. Unfortunately, the jetting service alone may not provide a permanent fix for underlying issues like the one your system is experiencing.

  
  Regarding your concerns about the work performed, the hole made in the concrete in the bottom of cabinet was necessary in fixing your problems. The tile damage might be attributed to pre-existing conditions rather than our work.

   

  We want to emphasize that you disputed the charge with your credit card company, alleging fraud after you had agreed to and signed for the work, as documented in the attached files. This action has complicated the resolution process and led to a halt in our communications.

  Thank You,

  *** ******

  J&J Manager

  Customer response

  05/28/2024

   I am rejecting this response because:

    They broke up the concrete because they insisted there was a cleanout buried in the concrete-while I told them there wasn't.  After chipping out two inches of concrete-they decided that I was correct and there was no clean out.  So now I have a large hole in the floor that wasn't repaired.  For some reason-the cut the ABS pipe on the urinal drain.  Instead of gluing in a new piece of pipe to make it look professional, they clamped a DIY rubber sleeve over the cut pipe.  When they removed the toilet, they dragged it across the tile and created a large gouge that was not there previously.  They kept insisting that we flush wipes-which is incorrect.  If the drains are so bad-why were they able to fix it on the second visit when the first repair didn't last a week.  Did my underground pipes somehow repair themselves or did your techs make an incorrect assumption about what was really the problem?  Does any of this sound like professional work? Improper diagnosis, bad assumptions and sloppy workmanship are not the signs of a professional company.  If you want to come out and fix the cut pipe, the broken floor and the gouged tile you are welcome to do so.
  
  

  
  

  

  Business response

  06/04/2024

  ***,
  Thank you for your continued feedback. We genuinely want to address your concerns and provide the best service possible. However, it seems that with each recounting of the events, new issues are being raised, which is disheartening. To reiterate our points:

  Concrete Breakage: Our technicians chipped the concrete based on industry-standard practices to locate a suspected cleanout. We apologize for any inconvenience caused by this necessary step in diagnosing the issue.

  
  ABS Pipe Repair: The cut ABS pipe was repaired using a rubber sleeve, which is a standard and acceptable method in certain situations. We understand your preference for a different repair method and acknowledge this feedback.

  
  Flushable Wipes: Our technicians found significant evidence of wipes in the drain, which was documented and acknowledged by you. This remains a critical factor in the recurring issues.

  
  Second Visit Repair: The recurring problem required additional work, and the issues were resolved temporarily with jetting. We recommended a more permanent solution, which was declined.
  We are committed to resolving these issues and providing a professional service. If you have any further concerns, please contact our office directly so we can discuss them further.

  
  Thank you for your understanding and cooperation.
  Best regards,
  ***
  J&J Plumbing Heating Cooling & Electric

  Customer response

  06/10/2024

   I am rejecting this response because:

  1.Your technicians insisted there was a cleanout in the floor even though I told them there wasn't.  So they gouged a hole in the concrete and then just said "I guess you're right" with no attempt to repair the damage. I think your company should take responsibility to repair what they damaged. 

  2.The rubber sleeve is an acceptable repair-but looks very non-professional.  It would be fine if the pipe was hidden from view-but it the pipe (and the shoddy repair) are exposed for all to see. I would assume a professional plumbing company would do something above and beyond an amateur DIY repair and spend 10 minutes and $10 dollars worth of supplies to do it correctly-especially when there was no need to cut the pipe in the first place. 

  3.You never addressed the gouge you put in the bathroom tiles.  The tiles are only a few years old and were not gouged until after your company pulled the toilets.

  4. I acknowledge that we have piping issues underground-but now we still have the issues in addition to the damages caused by your company.  Whatever happened to professional pride and taking responsibilities for your actions?
  
  

  
  

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Call 01/24/24 to “JJ plumbing-heating-cooling-electric” – no heat in my house. Technician came 01/25/24, He tells me that circuit board was bad on the furnace, charges $187.00 and tells me that the circuit board will not be available until February. I did not have another choice and waited, without heat in my house, until 01/31/24. Technician came, replaced the circuit board and charged $1,020.00 (On internet price for this circuit board below $500.00). Heater work. 03/01/24 Heater stops working again. I call to company and ***e technician came and tell me that this is different issue, recommend change parts one by one and give me estimate for $1,493.50 After this statement “change parts one by one” I made the decision to have a second opinion from a different company. Technician from a different company spent 15 minutes cleaning the air suction compartment and the heater worked perfectly, he charged me $80.00. He also explained to me that the first nonfunction of the furnace could be the result of clogging the air suction compartment (during installation of the circuit board, air suction compartment was shaking and open air- flow for a short time), therefore it was unnecessary to replace the circuit board. I do not know what the problem was the first time, but, in my opinion, needs to perform cleaning, prior to replacing expensive components. I am very disappointed by this type of service; it looks to me like misleading the customers and trying to get more money.

  

  Business response

  03/11/2024

  Dear ***,
  Thank you for taking the time to share your feedback regarding your recent experience with J&J Plumbing Heating Cooling & Electric. We take all customer reviews seriously as they are crucial for our continuous improvement and commitment to excellence.
  Upon receiving your service call on January 24, 2024, regarding the lack of heat in your home, we promptly dispatched one of our skilled technicians the following day to diagnose the issue. The technician identified a faulty circuit board in the furnace as the root cause. Understanding the urgency of the situation, especially during the colder months, we endeavored to source and replace the faulty part as quickly as possible, which we accomplished by January 31, 2024. The part replacement and associated labor resulted in charges that reflect not only the cost of the part but also the expertise, warranty, and overheads that accompany our professional service.
  Regrettably, your interaction with our technician was markedly hostile from the outset. This hostility escalated to a point where our technician felt compelled to leave your premises for their own safety. Such behavior severely impacts our ability to perform comprehensive diagnostics and offer effective solutions. It's important to note that our technicians are trained to conduct thorough inspections and propose the most viable solutions based on their professional judgment. However, your refusal to allow a full inspection of the system and the ensuing hostile environment hindered our capacity to serve you as effectively as we strive to.
  When the heating issue recurred on March 1, 2024, we understand your frustration. Our technician suggested a series of diagnostics to identify and rectify the new issue. These recommendations were made with the intent of providing a lasting solution. It's unfortunate that the situation led you to seek a second opinion, which resulted in a different approach to the problem.
  The scenario as it unfolded, including the initial hostility towards our technician and subsequent refusal for a complete system inspection, ultimately compromised the service quality we pride ourselves on. Our pricing strategy is transparent and aimed at delivering value through expert assessment, high-quality parts, and the assurance that comes with a service guarantee. We regret any perception of our service as anything less than professional and fair.
  We take your feedback to heart and will use it as an opportunity to review our customer interaction protocols and technical service procedures. Ensuring the safety and respect for our technicians is paramount, as is our commitment to providing our customers with reliable, high-quality service.
  Your experience serves as a reminder of the importance of constructive and respectful communication. It allows us to perform at our best and deliver the service excellence our customers expect and deserve.
  Thank you once again for your feedback. We wish you all the best with your heating system and hope for warmer days ahead.
  Sincerely,
  J&J Plumbing Heating Cooling & Electric

  Customer response

  03/13/2024

  I’m very surprised that the company managed to turn a story about incompetence into a story about my bad attitude towards the technician. The first and second time we had a fairly normal relationship with the technician where he told me what he was doing and several times went to the car to consult with the technical specialists. He has never offered me a full technical inspection. I believe that the company was absolutely dishonest in describing what happened and wants to hide its incompetence in a specific issue. Let them give at least one example in which I did not treat the technician hospitably or at least raised my voice or, even worse, asked his competence.
  I've spent 30 years working with clients and have never once been accused of treating a client poorly.
  Unfortunately, this is my word against the word of a technician and cannot be confirmed. Documents confirm that I received estimate (attached) to replace two parts that are unlikely to be related to the problem that occurred. Accordingly, I cannot be sure that the replacement of the board occurred out of necessity and not because the real reason has not been determined.

  

  Business response

  03/15/2024

  We would like to address some points you've raised. Firstly, we acknowledge that the initial problem with your heating system was diagnosed as a faulty motor, which was subsequently replaced as per your request. However, a month later, a separate issue arose, which our technician identified during the free warranty service call we tried to performed.

  During this service call, our technician communicated to you that the issue was unrelated to the previous motor replacement. You suspected it could be an electrical issue and the technician expressed the need to inspect the flu vent for a comprehensive diagnosis. However you did not permit the technician to inspect the flu vent. This was denying our full service to you. 

  We understand your disappointment in feeling misrepresented and believe it's essential to clarify our position. We value the relationship we have with our customers and strive to provide the best service possible.
  Regarding the suspicion of an electrical issue, we want to assure you that our technicians are trained professionals who aim to diagnose and resolve issues accurately. While the technician recommended inspecting the flu vent as part of the diagnostic process, your decision to decline the inspection kept the technician from being able to do a full inspection of the system to determine the issue. 

  Customer response

  03/19/2024

   I am rejecting this response because: This is already becoming simply ridiculous, at least take the trouble to read the previous correspondence to understand what happened and I don’t want to waste time on empty chatter. Not once during the entire time of this case there was a conversation about the motor, the motor was never changed and was never diagnosed, and yours technician was never offered a complete diagnosis, he started with the fact that there is no grounding, I want to say again that if you just want to chat, this is not the place to do it. Thank you for your attention
  
  
  

  

  Business response

  03/22/2024

  Attached is the original work that was performed. Then there was the quote for a new motor. 

  Customer response

  03/25/2024

   I am rejecting this response because:
  
  1. J&J Plumbing, Heating, Cooling, & Electric justify: “the initial problem with your heating system was diagnosed as a faulty motor, which was subsequently replaced as per your request”. This is completely incorrect (see original invoice and first response)
  2. J&J Plumbing, Heating, Cooling, & Electric justify: “During this service call, our technician communicated to you that the issue was unrelated to the previous motor replacement. You suspected it could be an electrical issue and the technician expressed the need to inspect the flu vent for a comprehensive diagnosis. However you did not permit the technician to inspect the flu vent. This was denying our full service to you”. This is completely incorrect.
  How can I trust a business that changes the answer and the entire incident history every time and also supplies incorrect information?
  

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/7/23 I scheduled 2 services with ******, 1) service call for leaking outside faucets, valves, hot water tank flush. I clarified multiple times I wanted a "service call" for repairs, not an "inspection call" for a quote without work. The service call fee was $89. 2) a/c tune-up for flat $125 charge. Both scheduled for 6/9. Plumber reviewed the priority leaking faucet & valve, advised it was "several hours of work" which could not be started that day as it was "too late in the day" (at 2:30 pm). After pointing out the other leaking issues that needed repaired, he provided a quote and left. I paid $89 to start work on known problems, not $89 for the privilege of receiving a quote. The a/c tech performed the maintenance & advised the blue wire in my newly installed (by a professional electrician) thermostat was not connected. He proceeded to connect the simple wire issue, without informing verbally, let alone in writing for my approval, that this simple fix of mere moments, would tack on an additional $100. This issue could have been easily resolved with my electrician under his warranty. There is no way I would knowingly agree to pay $100 to have the a/c tech resolve. Instead of allowing me to handle with the electrician, he took the liberty to remedy himself, then surreptitiously add the additional charge to my bill. On 6/12 I called the office, requesting a manager to resolve the fact I paid for plumbing service & received none while also receiving unauthorized charges for additional a/c work which was performed without disclosing the significant additional cost prior to the work being completed. A manager lady called my office on 6/13, expressed concern for the matter, and advised she would call back me back, same day, prior to EOD with a resolve. No call. I called the office again on 6/14 informing the receptionist I was still waiting. Still no call back. It is now EOD 6/21 and it is apparent that J&J has no intention to respond and resolve

  

  Business response

  06/22/2023

  Dear ******,
  We apologize for the delay in responding to your concerns and the unsatisfactory experience you had with our services. We take full ownership of our mistakes and want to make things right for you. We have carefully reviewed your complaint and understand your frustrations regarding the charge and lack of communication.
  In regard to the charges for the A/C work, we apologize for the lack of clarity and not informing you about the cost prior to completing the work. It was an oversight on our part, and we understand your frustration. We will refund the $98 charged for the A/C wiring work that was performed.
  We deeply regret the breakdown in communication and the failure to respond promptly to your concerns. Our manager should have contacted you as promised, and we apologize for the inconvenience caused by our lack of follow-up. I'll give a call to personally apologize to you right after I 
  Please be assured that we take your feedback seriously, and we are committed to improving our communication and customer service processes to prevent such issues from recurring in the future. 
  To resolve the matter, we will process a full refund of $98 back to your original payment method. You can expect to see the refund within the next few business days.
  We genuinely apologize for the inconveniences you have faced, and we appreciate your patience and understanding. If you have any further questions, please do not hesitate to reach out to us directly. We value your business and hope to regain your trust in our services.
  Sincerely,
  - *** (Manager of Customer Relationships)

  J&J Plumbing Heating Cooling & Electric

  Customer response

  06/22/2023

  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.

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  One 3/21/23, I scheduled an appointment for J&J to investigate an issue with my main sewage drain backing up into the basement. On this visit, the tech determined the drain required typical snaking. He snaked the drain, and the issue appeared to be resolved. On 4/5/23 the drain again started backing up, indicating the clog had not been completely removed during the first visit as I was led to believe. J&J was scheduled to come out again on for a repeat visit. The tech again snaked the drain, and again the issue appeared to be resolved, but admitted he was unsure why the drain backed up again, but advised they would no longer warranty their work. Instead, he provided an estimate of $1,264 for hydrojetting service as a potential resolution. On 4/9/23, only 2 days later, the drain backed up a third time. With J&J no longer warranting their work, I called Big Tom’s Plumbing and Drain Inc. Their tech snaked the drain, and confirmed with a camera that the drain was now clear to the street. Their tech confirmed that the drain line was still clogged with tree roots that should have been snaked on the first and second visits. As of writing on 6/2/2023, the drain has had no issue. On 4/9/23, I left a public facing review of J&J’s work, J&J responded, but made no effort to rectify the situation. On 4/19/23, I used the official contact form on J&J’s website to request assistance, however J&J never responded. Due to J&J's failure to respond, I filed a chargeback with my Credit Card provider. Since then, J&J has sent me a new invoice for $399.99. Despite 2 separate service calls, J&J never fully snaked the drain to the street as promised. A second plumber had to be hired to complete the work J&J is still attempting to charge me for. As such, the $399.99 I am billed billed for is invalid, as the referenced work was never actually completed as promised. J&J must immediately rescind this bill, and formally apologize for their repeated failures regarding this ordeal.

  

  Business response

  06/05/2023

  Dear ****** ******,
  
  We would like to extend our sincere apologies for the inconveniences and frustrations you experienced with J&J Plumbing Heating Cooling & Electric regarding the repeated backing up of your main sewage drain. We deeply regret any inconvenience this has caused you and understand your concerns.
  
  Upon reviewing your case, we wanted to address the situation regarding our previous visits and the subsequent backups. We acknowledge the challenges we encountered in effectively resolving the issue during those visits. However, we believe open communication plays a crucial role in addressing such situations.
  
  We understand that our technician offered our camera service during the second visit to investigate the drain further, and it was communicated to us that you declined this offer. This puts us at a disadvantage to see what was happening with your drain in adequate details. We want to encourage you to reach out to us directly to discuss the details further. By having a conversation with you, we can better understand the circumstances, gather more information, and develop a plan to address the issue appropriately.
  
  Thank you for bringing this matter to our attention, and we encourage you to call us directly at *********** to discuss the details further.

• Initial Complaint

  03/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I built our home. J&J did the plumbing for the house. We moved in March of 2020. We were noticing an odor of gas from our upstairs furnace. We called the gas company who said the found a leak and its from where the attachment was made to the furnace. They stated that this was just a poor fitting and was not put together correctly. The guy said this issue doesn't just happen that quickly in a home. He said it was barely noticeable because it was contained in an upstairs closet we never open since its just the furnace inside there and was just below explosion levels. They shut off our gas to that area. We contacted our builder who said it needs to be handled through the plumbing company since they should warranty it since its their work. I call J&J who sent someone out. The guy from J&J agreed that it was not put together well and that is what caused the leak. It was too new to have the type of leak it did and was right at a connection point. Especially since its in an area that no one can get to and mess with. I have called a few time as well as text messages to have a manager call me because I do not feel I should pay for this being multiple people including their own employee said its not something that just happens that quickly after being installed. I was charged almost 900 dollars and there is also a bunch of blue stuff in multiple spots now in my carpet I am unable to get out. Again my issue is the cost and also that I have attempted to talk to a manager or someone about this issue however I have not received a call back or any communication from them and its been well over a month now

  

  Business response

  03/16/2023

  Hi BBB of *****,

  After reading over the complaint in detail and looking at our records of Mr. & Mrs. *****'s home; I found discrepancies in their complaint. First The home's final inspection was done 2021 and not in 2021. This could have been a typo but our final inspections were done in 2021 so I don't believe they would have been living there before. Inspections are the main piece here. Attached are the inspections that we performed where the gas lines would have been tested. Also attached is the pressure of those pipes. After our thorough inspection, ******** would have had an additional inspection that if there was gas leak it would have been caught. In addition, there was only a one year warranty on the work that we did. We also take close attention to leaving our workspaces cleaner than when we found them with drop clothes. 

  Then as far as the most recent visit, customers give signature on agreed price before we start work. This seems to be buyers remorse on the current service that we provided.

  Thanks for your work,

  -Manager ***

  Customer response

  03/16/2023

   I am rejecting this response because:
  
  BBB I really appreciate the help finally getting some response from the company as I stated and showed I have been trying to get in touch with them to resolve this without your help but felt I needed it due to no call back or contact back from them. I do apologize as J&J is correct about the typo. We did move in March of 2021. That makes the home even newer than my stated 2020 that I previously stated and that is my mistake just like ***s typo of repeating 2021 in his reply. I do have a few comments about the reply otherwise. Like I previously mentioned this was a leak due to a poorly sealed area in a difficult to reach spot to one of our two furnaces. I am not a plumber but its why I asked both the ******** gas employee and J&Js own employee how this would have happened in such a newly built house and was told that it should not have happened that quickly. I find it very hard to believe that an issue like a gas leak just happens on its own in less than 2 years old unless you receive multiple complaints like mine and gas lines need replaced and fixed on a very frequent basis. In all other places I have lived this has never occurred so perhaps it is the new build way, or my complaint is actually justified. 
  
  Regarding the blue putty material in our carpet, I went to talk to the gentleman that came multiple times and not once did I see any drop cloth or anything to cover our carpets. The blue material was not there before the work was done and in fact, I had to clean up a plastic bag and blue material with some tape that was left in the closet after, and this is why I know where the blue putty was from. This statement that leaving areas cleaner than when starting is just a statement and not an actual practice of the company as the proof left in my carpet, that I am now having to have deep cleaned this week. 
  
  Finally, yes, the customers must verbally agree to a quote otherwise they will not come out and evaluate the area as I was told by the woman scheduling my service with J&J. Again, they come out and don’t give you an accurate quote but state to assess it they need a signature, or they won’t even evaluate it. As I have an 11-month year old son in the house I did not want a gas leak. To now be insulted and blame this complaint on “buyer remorse” my only remorse is that I did business with this company and was taken advantage of. I only want what is fair to myself as well as all customers. I am fortunate enough that this bill is not keeping me up at night as I am a physician assistant and my wife a pharmacist. We are fortunate in many ways. If anything my “remorse” is that I had no communication back until you stepped in after multiple attempts, I feel as if I was cheated out of this money due to an error in the installation that still has not been explained as to how this happened except for what I have stated in my original complaint by the gas company and the J&J employee, and I also have remorse being I need to have my carpets cleaned to get this material out of it that I did not bring into my home. My remorse I can assure you is minimally having to do with a monetary number. 
  
  I would also like to state that the added images from J&J unfortunately do not have a marked location or anything that shows it’s from my house or my address. I can’t confirm that these are from my location based on those provided images. I appreciate your help in communication that I have been unsuccessful in achieving without you. 
  

  

  Business response

  03/17/2023

  Mr. ******,

  I apologize for the misunderstanding. We'll be reaching out to you today to clearly understand because we don't have record of any calls of dissatisfaction with our work. We want to understand better. 

  Thank you,

  -***

  Customer response

  03/20/2023

   I am rejecting this response because:
  
  I will gladly talk to someone. I believe that you don't have record of any calls or dissatisfaction because like I previously stated I never received any contact back like I showed in my text message conversation. Until BBB was involved there was no communication although I attempted many times by calls and texts. I hope we can come to an understanding and solution that is acceptable for both of us. 

*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. ↩