ComplaintsforJohnston Cooling and Heating, LLC

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 4/22/24 a tech from Johnston Cooling and Heating came to my house because my **** air conditioning wasn't working. The unit is 2 years old. I was told the freon was very low. It was supposedly filled up. When asked about the part causing the leak, **** said he was going to order the part and get it replaced under warranty. I paid $914.75. Since April, my husband has called numerous times. I've called and texted numerous times. I was repeatedly told by co-owner **** that they're "waiting to hear back on the warranty" or some version of that. In July they stopped answering the phone. I left voicemail after voicemail. No reply. I've called 19 times. I've left several messages with the new receptionist and she told me she contacted the owners immediately. No reply. Yesterday a new tech came to my house from another company. He said the coil was fine and there was no freon leak. I have no way of knowing if Johnston ever even put any freon in it. I called ****** ******* ***., who Johnston claims they're waiting on the part from (###-###-####) and spoke to *****. He said there was NO open orders from Johnston at all and NO history of my coil ever being ordered. They have been lying to me for nearly 4 months and they've done absolutely nothing. This company has a history of shady practices and lost the account at their church and a large chain restaurant. They take money, make promises, and then disappear.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Johnston installed our new HVAC on 5/22. They returned over 6 times from 5/22-6/3 for various issues with the unit. The unit ran 1-3 degrees above the set temp from 6/3-6/18 when the unit stopped working completely. We attempted over 100 calls/messages to Johnston with no response. On 6/21 a tech came out & said the HVAC tripped the breaker (which is large enough to support an HVAC & previously did not have issue with old HVAC). Upon leaving on 6/21 the unit stopped working 4 hrs after the tech left & Johnston remained unresponsive to our 90 degree+ house & malfunctioning brand new unit. On 6/24 ***** agreed by phone to a full refund & removal of equipment. On 6/28 we received a call from *** ******** in ******* as “headquarters”. She said all paperwork & documents indicate a malfunctioned unit that needs to be returned to supplier, *****. She offered a full refund of financed price, removal of equipment & a free home air purification filter system. *** said ***** would need to do diagnostic for ***** prior to removing. *** said ***** would be bringing documentation which would be signed to confirm the cancellation. *** said that ***** would come to our home to do so on 7/1. She also said the techs would be coming on 7/5 to remove equipment & finalize the refund. We agreed to this by phone on 6/28. They did not come on 7/1 or 7/5. After much more unresponsiveness & poor scheduling, on 7/8 *** said ***** would need to come do the diagnostics which they previously failed to do on 7/1. ***** came on 7/10 & confirmed that he completed all diagnostic testing needed for the return & refund. *** confirmed in writing the same day that the loan provider would receive our file to cancel the loan by the end of the day. Upon leaving they have been completely unresponsive & have still not removed our failed equipment. The loan provider still hasn’t heard from them or spoken to *** at all. Johnston needs to come remove our equipment & provide us our refund as per our agreement

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  2 weeks ago Johnston Heating and Cooling replaced a coil and filled our unit with Freon. After the service the HVAC unit was performed the HVAC system failed to cool our house. We called to let them know, documented what was happening and were promised they would come out to address it three times. All three times they did not show up or call to reschedule. We have let messages with no return call and now their mailbox is full and we cannot leave a message.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 5,2020, I called Johnston about a problem with my air conditioning (not cooing). Their tech said there was a freon leak and to fix it I needed a new system. They installed a new unit the next day. On July 22, 2022 I encountered the same problem (not cooling). The tech said it was low on freon (leak). I told him that they had installed it 2 years ago and it was still under warranty (5 years). He refilled the freon (charged me $320). In June, 2023 I called Johnston to do an inspection. The tech said the system was low on freon and he found a leak. I told him that his company had installed the system. He talked to his manager who said there was a problem with their vendor who was not honoring warranties. He refilled freon. Company waiting for warranty to expire. The manager wouldn't even speak to me. Warranty runs out June 2025

  Business response

  05/16/2024

  Although parts are covered - unfortunately, all manufacturers exclude refrigerant in their warranty policies. We are willing and available to schedule a free leak test for equipment under warranty. You would just need to reach out to our office at ###-###-####. 

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Johnston heating and cooling installed backup gas furnace in our home in 2021 with a five year warranty on labor and ten year warranty on the unit itself. In January 2024 the unit stop working properly during the coldest days this winter. I called Johnston heating and cooling to come take care of the problem. Two technician came who were unable to address the problem. You can imagine how frustrating it was to be without heat when temperatures dropped to near single digits at night. I called Johnston again and requested they send someone who knows what he is doing. This time they sent a fellow named *****, he is someone with some years in the field and he discovered that the unit was never converted from natural gas to propane thus was on a Friday. He ordered the kit to convert the unit which took another week before they got the parts. ***** came back and converted to furnace to the proper fuel. Less than a week later the furnace stopped working again this time the owner came and said the induction motor was shot and the flamme censor wasn’t functioning that took few more days of cold nights until ***** once again came to the rescue and replaced the motor and the censor. Now all of a sudden water is dripping out of the furnace. Yesterday March 1st. I called Johnston heating and cooling again and was told that a tech will come between 4 and 6 pm to take care of the problem. Nobody showed up. So this morning Saturday March 2nd. I called again and the owner replied by texting that he will call me back thus was before 8am. I never heard back so I called again around 10am and spoke to him. He told me that he will call me back after he speaks with tech and give me an accurate time for when he will show up. 2 hours later no call back. By 12: 26 I called him back and he told that he just spoke to ***** and that ***** will reach out to me in 10 minutes. I am getting the run around for problems if their making. I ask that this issue is addressed since the warranty is on.

  Business response

  03/14/2024

  3 years after installation a problem ocurred and a technician was dispatched January 18th. Multiple issues were found, so a senior tech was sent the following day due to the number of issues and the age of the unit. The senior tech found a natural gas spring in the gas valve (the unit was purchased as an LP furnace and had a natural gas valve), so a conversion kit was ordered. The wrong spring caused several other issues including replacement of the inducer assembly, ignition probe, flame sensor, and drain hosing. We installed each component as it became available until the job was complete. Mr. ******** was unhappy with the lead time on parts. Total after install we have performed over $1700 of repairs AT NO COST TO THE CUSTOMER. We have fulfilled both the labor and part warranty as promised. Part availability is very sporadic, but we continued to pursue parts until found and installed. It is surprising to hear a complaint after making so many repairs and communicating with the customer constantly.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is about a poor installation with a system with insufficient capacity. Attached is a letter I wrote to them detailing some of the deficiencies along with photos showing the installation.

  Business response

  03/02/2022

  Johnson Cooling and Heating was able to install part of the system.  Mr. ****** asked us to make it functional and come back when the rest of the system came in.  At that time, the ******** would not let us back on their property to complete the installation.  We would be willing to go back and remove all the equipment and refund him in full. 

  Customer response

  03/02/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* ******

*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. ↩