ComplaintsforJon Wayne Service Company

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a dual zone mini split system in August of 2021. The system was not cooling as expected so we thought the system was insufficient. The next summer in August the system still did not cool well and eventually shut off and would not come on. We called for service. They said it was a refrigerant leak. They said the leak was repaired and was covered by the warranty. The units were not used in 2023 because we did not live there for the summer. In April of 2024, the system was tested under a home inspection because we decided to sell the home. The unit still leaks refrigerant and has not worked as intended since the initial installation. *** Wayne refuses to determine the cause of leak or make a repair without charging a substantial ($1500) leak detection. My issue is I have over $13000 invested between the unit, install labor and protection plan and *** Wayne installed a faulty unit or has poor workmanship and I have not had a properly functioning system since the outset. I would like the repair to be made without further expense incurred considering it has not been operating properly since the install, and the unit has maybe 6 months of use because it does not work properly. I would like a refund, a repair, or a replacement. At each request the quoted charges have gone up and they blame their inability to repair because they need to isolate leak. Its leaked from the beginning and they lied about the repair. Now they just want me continue to pay them more money just to get it to work claiming the repair is not free. Thats correct, I paid over 13k for a new system that should work. It has not and does not.

  

  Business response

  06/05/2024

  Hello ****, I would like to address your complaint in regards to the mini split system installed at your home in August of 2021. The history on the account indicates that in 2022 there were two instances were the unit was noted to have low refrigerant during our visit. During both of these visits our technicians noted that through testing they were able to locate the leak on the unit, fix the leak, and charge system with refrigerant. This work was done at no charge to you because during that time the unit was covered under our membership program, which extended a parts and labor warranty on the mini split unit. In August of 2022 that membership came up for renewal. Two messages were sent in regards to the renewal. In May of 2023 we went to the home to preform a cleaning on the mini split system. We found that the units were working properly at that time and again offered to renew the membership on them. Unfortunately it seems you opted not to continue with the club membership thus ending the extended parts and labor warranty on the units through Jon Wayne Service Company. When our technician was out to the home in April of this year he found the unit to be low on refrigerant. He did a leak search on the unit, and could not locate the leak, because he was not able to locate the leak, he recommended a pin point search to determine the location of the leak, and offer solutions. Due to the fact that the membership for the unit was not maintained there would be a cost for these services. We do however, have a commitment to customer satisfaction, and because of that I am willing to waive the cost of the leak search so we can determine the exact location of the issue, but there will be a cost to make the repair. I will have a member of my management team reach out to you to see if we can coordinate this with your schedule.  

  Customer response

  06/06/2024

  Complaint: 21680251
  
  I am rejecting this response because:
  

  Based on the responses received, it appears the only way a customer can receive warranty ********************** from *** Wayne is if the original purchase is insured via additional purchases or payment after the sale. Therefore, the unit does not have a warranty as advertised. This is not in accordance with the terms of the purchase. 

  The unit has lost refrigerant and leaked since the purchase and the installation.
  Therefore, the unit has never worked as promised, or intended.

  I am not requesting free service and repair.I am requesting to receive the product and service I was promised at the time of purchase. 

  That has not happened. 

  I will only be satisfied if the unit I purchased is in proper working order and can be inspected by 3rd party that a leak is non-existent and operating normally. 

   The unit was purchased and installed as a supplement to existing central AC system. Thankfully, we do not rely on this system to be the primary source of cooling.

  All I want is the cause of the loss of refrigerant to be located and repaired. If the unit is defective or has faulty parts, it needs to be replaced. If the installation created opportunity for leak, it needs to be corrected. 

  I do not believe it is unrealistic to expect to receive a unit that does not have a leak from the outset of purchase, and if it does, for it to be repaired- free of charge. 
  

  After the unit is repaired and operated properly, I will be happy to purchase a protection plan for any future instances necessitating service. 
  

  It does not make sense to purchase a protection plan, or illustrate a commitment to service or satisfaction by *** Wayne, when the unit purchased has never worked properly, and has leaked, and has yet to be resolved.

  I hope and look forward to *** Wayne acknowledging and resolving this matter. 
  I will be a satisfied customer when the confidence and trust I placed in *** Wayne is restored. 

   Regards,

   *******************

  

  Business response

  06/07/2024

  **** I appreciate your response. As I mentioned in my previous message we here at Jon Wayne Service Company have an commitment to complete customer satisfaction, and we pride ourselves on doing the right thing. After thoughtful consideration on this matter, and a thorough review of the account history with ownership, we have decided to honor your request to locate and fix the leak in the unit at no charge. Please be advised that a member of my scheduling team will be reaching out to you today to schedule a visit with you to get this process started. We appreciate your open communication with us on this matter and hope to have this resolved soon. 

  Customer response

  06/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory. I look forward to the units being repaired and properly operating. Thank you very much, I will be in contact with a scheduler Monday 6/10. 

  
  Regards,
  
  *******************

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  *** Wayne replaced my hvac unit. During the process, their technician used the existing condensation line that worked properly and had no leaks prior to *** Wayne service visiting my home. During the course of installation, their technician caused a pvc elbow to come unglued within the wall of my home. This caused water damage to my floor as well as wall. I called and they repaired the issue and they said they weren't responsible for the water damage. I called their office to speak to management. They sent someone from their QA department and essentially said the same thing. They offered me a service plan for a year... On a brand new hvac system that is under warranty or a supposed discount on running a different condensation line.... That I wouldn't have to pay $1200 for. They refuse to take responsibility for their technician causing the break in the condensation line that damaged my floor. I understand that they are not responsible for previous work done, but their technician caused damage to a working condensation line and this caused damage to my floor and wall.

  Customer response

  10/12/2023

  Better Business Bureau:
   

  This issue is finally resolved to my satisfaction.  I ended up emailing the owner explaining the situation.  He connected me to a person who was willing to make things right. I just received the check with the amount we agreed upon that will help fix my flooring.  

  Thank you for your assistance.

  **********;

   
  

• Initial Complaint

  04/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company used to be a good one, that is, until April 4, 2023. I had my smoke dectectors serviced twice by this company. The first time, the the tech said I put batteries in wrong. Yet the battery alert went off again. I did everything I could to the batteries and battery compartment. Nothing worked. So I made an appointment. The tech never showed up. He then left a voicemail saying his tech had to be moving on and to call to reschedule. I called only to be hung up on. Im almost certain I was hung up on because multiple answers to multiple voicemails resulted in the same thing. In one, I was driving for work and missed my turn. He left a voicemail saying the appointment was for today. Sure enough, when I called back I was hung up on.I asked them repeatedly not to call me. I blocked their phone number, wrote a negative review on Yelp and threatened to report them to your company. Only when I threatened legal action did the calls stop. I was hoping to let the $120 I spent on their *********** slide, but now Im not so sure. I could always use the money.

  

  Business response

  04/05/2023

  *** Wayne's ************************* Control Manager would love the opportunity to resolve this situation amicably.  However, it would require communication directly with our client.  We will attempt contact on 4/6 via text to schedule a phone call.

  Customer response

  04/06/2023

  Complaint: 19899801
  
  I am rejecting this response because: I dont want to be hung up on again. That solves nothing.
  
  Regards,
  
  *************************

  

  Business response

  04/06/2023

  Account has been flagged to send technicians for future appointments even if we cannot make contact with the client.

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My A C was not working..went on line ..found this Company..they also checked my heating system.(it worked) I was told it was dangerous and must be replaced..I paid them nearly $15,000 in advance.That was about when the weather got cold. The temp. In the house was 42 !They came several timessaid it was fixed..but the temp. Remained 42 ALL WINTER !

  

  Business response

  01/11/2023

  We've received our clients concerns and have reached out to them to find a resolution to this matter. 

• Initial Complaint

  10/12/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Dear Sirs: We are retired seniors on Social Security that have needs for our home. We recently purchased a Whole **************** Plans. The plan is $29.95 plus $5.00 a month which equals $34.95 a month for our AC, ************* Water Heater. The first *** was going to immediately schedule a service for all appliances but after we signed this contract she changed her mind because we were not on the plan long enough so she scheduled us for November for all the appliances above.. Keep in mind they collect every month that money. Also keep in mind they told us about the servicing that was slated for November that all appliances would be serviced. We waited patiently. Now, I called on 10/10/22 & just the heater will be done. The *** stated to me that if she had talked with me in the first place (in March) that she would have mentioned that I would have to pay upfront for the services of the hot water heater, electrical, and AC in November. We bought this home in 2020 & all we wanted was to service our AC, ************* Water Heater. She stated no to their other services except heater and I mentioned I will cancel the contract because of this issue. She apologized and stated about how she would have handled this situation differently and explain as stated above that I would have to pay upfront for all the services in November. I called back and asked for a cancelation letter ******** answered and tried to remedy this situation by sending this to the Rescue team for service and scheduling & I stated no. In my mind, if they do this now what will they do about an issue with our appliances. They have our money card, our payment of 8 months, and now no servicing. Now, I want our contract closed and our refund back. We probably will not get our refund or money back. I do not trust this situation. No further monthly charges of $34.95 will be taken out of our account and our account money card taken out of their system.. Cancellation letter and no further business from them.

  

  Business response

  10/13/2022

  We have been attempting to make contact with this customer unsuccessfully thus far.

  Customer response

  10/14/2022

  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had ***************************** come out to do an ac service. Everything went fine until the tech let the attic access door slam shut. Breaking the hinge and cracking the surrounding drywall. As we watch chunks of drywall hit the floor the tech looked right at me and said he didnt do that.

  

  Business response

  09/06/2022

  Customer is blaming foundation-related sheetrock cracking on *** Wayne technician.  Complaint was filed two and a half weeks after service was performed.  *** Wayne scheduled a visit to address damage in person.  Customer kicked us out after discussing the damage in this area, as well as other areas of the home being related to foundation issues.  *** Wayne is not responsible for damage caused as a result of foundation movement.

  Customer response

  09/26/2022

  Complaint: 17921749
  
  I am rejecting this response because:  It was not a foundation settling issue. The ********* I hired to repair the damage said it wasnt a foundation settling issue. The door access hinge broke splitting the door frame and causing the drywall to buckle from slamming the door shut caused the damage. 
  
  Regards,
  
  ***************************

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called this company on 7/20 to do an AC tune up on two my air conditioning systems. The technician told that both AC system was old, had other issues and needed to be replaced. Therefore, no system tune up was performed. I was still charged 199 per ac unit for a total of $398. I feel that this was unnecessary and was charged for a service that was not performed to my AC units. The technician told me that if i replaced the both units with them I would get a refund for 199 per unit. I felt that this was unnecessary and was put in a position where i have to buy new units from this company in order to get my money back on a service that was not performed. I called the company two times and was told that a manager would get back to me on Monday but do not feel confortable approaching this situation without someone from BBB burearu helping me.

  Customer response

  08/01/2022

  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.
  
  
  Regards,
  
  
  *************************

• Initial Complaint

  03/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  they use unfair trade practices.....since im a elderly woman that they can rob me blind and they have done it to a group of my friends as well.

  They did not live up to their end of the contract where they were to check the unit 2 times a year and were only coming out 1 time a year. Also they were trying to sell me something I did notvwant.

  Customer response

  03/28/2022

  They did not live up to their end of the contract where they were to check the unit 2 times a year and were only coming out 1 time a year. Also they were trying to sell me something I did not want.

  

  Business response

  03/28/2022

  Prior to this complaint , we made an internal attempt to reach an amicable resolution with our client but unfortunately it couldn't be done. We will honor their request and no longer pursue this matter. All discussed refunds and credits will be issued as promised.

  Customer response

  03/28/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  
  I do not trust them to follow through with what they said. Just like they would say they would be at my location at a certain time and then they cancel or are 4 hours late.
  Regards,
  
  
  *******************************
  

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 8th 0 dollars On a contract for ****** HVAC The contract wasn't explained to me and my wife during the time of the purchase the salesman was a bit pushy towards us and we were a first-time home buyer. I've got it in contact with them more than five times they keep giving us the runaround. They said their policy is only 3 days I don't know how you can give a customer 3 days to decide on that I reached out to them this past Wednesday, ****************** But I still haven't received anything feedback from them.

  

  Business response

  03/21/2022

  We are currently onsite with the original tech and a member of our management team. We will do whatever it takes to find a resolution to this matter. 

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive paid **** dollars for a new heating and air conditioner with a one year warranty.. on a 3 year old house it hasnt even been a year I have no heat

  

  Business response

  02/17/2022

  We've received our clients concerns and have reached out to them to find a resolution to this matter. 

*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. ↩