ComplaintsforJohnstone Supply Inc

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  About 1 year ago, I had an independent contractor purchase and install a heat pump and air handler that the contractor purchased from the Johnstone Supply location in *****, **********. As it turned out, this contractor installed a much smaller unit than what we had agreed to, and now my wife and I are suing the contractor. In the course of our research on this matter, we learned that the "contractor" was not actually licensed in the *******************, and had not been for some years. He did not even have a UBI number, which is required for any business in the state.My wife and I have learned a bitter ****** about the importance of checking the credentials of any professional we hire. But we also realized that Johnstone Supply is abetting the behavior of rogue installers like this one. Their own website states "Johnstone Supply is wholesale only and does not sell directly to homeowners. We are a wholesale provider of parts, supplies and equipment to HVAC and Refrigeration professionals." If you attempt to sign up for an account with the company, the first thing they ask for is your credentials as an installer.What is clear to me is that Johnstone Supply is only occasionally, if ever, verifying the credentials of the contractors they work with. If they were, they would have noted that our installer was not licensed at the time the he bought our unit from them.We believe that Johnstone Supply could help the community, and themselves, by actually vetting all of their buyers. If they opt not to do this, they might as well just start selling to anyone.

• Initial Complaint

  01/12/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The blower motor was purchased on 12/16/22 from the local Johnstone store. The part was ordered and I was advised that I would be called when it arrived. I called and picked up the part on 12/22/22, but the repairman told me on 12/27/22 that I had ordered the incorrect part. Upon returning the part, the person who advised me that he was the manager would not refund my money. *** advised me that the reason was this was a special order and the item would just set on his shelf. I advised the manager that the receipt states that the part may be returned with a possible restock fee. There was no discussion at the purchase that this was a special order or that there was no refund available. I called the corporate headquarters office in Portland and ****** advised me that the area handling MS issues was in *********, and I called the number she provided; however, the person who answered the phone that **** in ************ was the manager for the ** store. I called **** and he would check with the ******* store manager to solve the issue. He called me back and advised me that the manager there would be no refund I called the corporate office and spoke with ****** who transferred my call to the ******* store. I called the corporate office again and I insisted that she refer my call to someone who would assist me. An employee came on the line and advised me that he was the **** Mr. ********************* I explained the problem to him and he said that he would call me back. He did and advised me that the ******* store manager advised me that the no return information was on the counter-which was not a true statement. He said that he would check further and call me back within several days and that the restock fee would be doubled for freight charges. I advised him that I would only settle801-82601848 for a 20% restock fee. He did not follow through, and I am requesting a refund for this part with the 20% restock fee -before taxes. My # is ************.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an HVAC system from Johnstone Supply in ********, ** on Friday August 5, 2022 and the unit was defective upon arrival. I have called and left messages every day since and Johnstone refuses to be of any assistance blaming the problem on the manufacturer whom they sell the equipment for. Told me they are not responsible in any way and the problem is now mine to deal with. I have gotten the same response when I have contacted the Johnstone Supply **************** in Portland, ******. I do not see how a corporation can sell a product and have no guidelines of warranty or responsibility of selling defective equipment.

  Business response

  09/07/2022

  The complaint was filed with the incorrect Johnstone.  We are the Johnstone the  customer interacted with.  I have attached a very brief letter that explains our position on the issue but can be exstenively more detailed if needed.

  To Whom It May *********************** customer purchased a residential HVAC unit from our Company.  The customer stated
  the compressor failed on the unit.  For this piece of equipment, the warranty procedure
  from the manufacturer is for the customer to change the compressor.  The customer
  was informed of this and that we had the replacement warranty compressor in the store for him.  The customer did not like the answer and wanted a new unit instead.
  The customer did eventually come to the store and get the compressor for the
  warranty changeout.

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