ComplaintsforJohnston's Heating and Cooling
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Complaint Details
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Initial Complaint
06/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Johnsons heating and cooling installed 5 mini splits in my home. Many concerns and many visits back to fix issues. They were to replace my big unit due to fan not working properly. Never completed. We paid for yearly service. They wont answer any of my calls and still need issues fixedInitial Complaint
05/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Hired this company to replace my overall heating/cooling system. Water heater, attic & outside units installed, and job was paid in full. Job was incomplete, installed incorrectly leading to further issues resulting in our house having no AC. We made several attempts to contact company during normal business hours with no returned calls and no effort to give us any information about when repairs would be made/parts would come in. Once we did get a hold of the owner of the company and explained our situation, we were hung up on. We have since hired a new company who mentions they have assisted several other former clients of this company's incompetence, and the technician of this new company expressed how faulty of a job Johnston's performed on our home. I will be able to have a summary drawn up by the new company when they come by to start on corrective repairs.Initial Complaint
09/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 09 02 2022 I contacted Johnston's Heating and mentioned a problem with the outside unit being out of level and making noise. I sent pictures of the unit (**** MODEL # *********),clearly depicting the faulty pad and improper installation as debris began falling out from under the plastic pad. The unit was installed on a slope and more care should have been taken to create a solid foundation. A message forwarded to proper person, a call came to me and it was made clear they would need to charge a 95.00 fee for a Service Call, to diagnose the issue. My Labor Warranty would cover any work needed, so charging a fee to diagnose their own faulty install, clearly depicted in the photographs, was simply a method to overwhelm me with costs and not be responsible. This is only one of many quality issues encountered during business with this Company.Business response
09/21/2022
Customer’s unit was installed in July 2020. Unit was installed, invoice paid, and Customer was given paperwork on ****’s 10-year Warranty. Nearly 2 years later, in May 2022 Customer called regarding a noise coming from unit. Customer was advised of the Warranty which required and specifically did not cover diagnostic calls nor damage occurring due to lack of regular maintenance. Business records show Customer did not have any regular maintenance performed on the unit in the intervening years and Customer refused to pay the $95.00 charge for the diagnostic call, as a result no diagnostic was able to be performed, and thus need for repairs nor eligibility under warranty could be determined.
Customer later sought an estimate on additional work unrelated to the above, and while on site Customer did not request diagnostic of the above issue. Company respectfully declined to bid the job due to Customer’s behavior towards staff and Company’s scheduling. Customer took issue with Company’s refusal to bid the new job and renewed the above complaint seeking money which was declined.
Company stands by its work and remains willing and able to perform diagnostics to determine any remaining issues with the unit, whether they stem from install or have arisen in the subsequent two years, and whether they are covered under the **** Warranty.Business response
09/22/2022
We're sorry to hear that you reject our response. Unfortunately, the **** Warranty is what it is. We respectfully disagree with your characterization of the job we were hired to do, as you can see on your 2020 invoice and **** Warranty, that is not correct. Should you have any future warranty matters, please contact our office to schedule a diagnostic call.Customer response
09/23/2022
Please retract or cease this complaint, its pointless.
Company is just twisting things around, and its a he said, she said
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.