ComplaintsforJohnson & Johnson Heating and Air Conditioning, Inc
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Complaint Details
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Initial Complaint
02/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Contractor installed current HVAC system (****** heat pump) back in 2014 at my residence. In November, 2021, I contacted J&J for repair which they responded and determined that the evaporator coil was leaking refrigerant and needed to be replaced. The evaporator was replaced, and, the system was placed back into operation at which time the heat pump TXV valve failed and system would not heat. There were no previous problems with this system other than the leaking evaporator. J&J returned with the part (heat pump TXV valve) and replaced it at which point the HVAC was working, however, the technician (Howard B*****), after contacting the manufacturer (Lennox) could not determine the correct refrigerant charge as he was informed by ****** (via telephone) that the evaporator was not the correct size for my ****** **** 2 1/2 ton heat pump and was for a 1 1/2 to 2 ton heat pump. The charge for service for replacement of the TXV valve on 12/3/21 was $503.50 which I paid in full at the time of service. On 1/11/22, I received an e-mail from Jason Johnson (VP of J&J) stating that Howard had "gotten different information", and, after he escalated this matter with ******, the evaporator "coil that we installed is indeed a match". Back when the evaporator coil was installed, I took a picture of the label on the unopened box of the coil and it shows clearly that this is not the correct coil for my system. When I e-mailed this photo to Jason, he requested to talk on the phone about this matter. On 1/20/22, Jason left me a voicemail stating that the replacement evaporator coil they was not the correct one. Later, he followed up with e-mails answering my questions about the correct evaporator coil which he stated is only available in copper. At this point, Johnson and Johnson has invoiced me $821.50 for the replacement of the evaporator coil which is not the correct replacement (mismatched), and my system will not work correctly in cooling mode.Business response
07/19/2022
From: Marissa V******** <*******@jandjcomfort.com>
Date: Tue, Jul 19, 2022 at 2:17 PM
Subject: ***** ***** BBB Issue Resolved
To: *******@mybbb.org <*******@mybbb.org>
Good afternoon,
This email is in reference to my phone conversation with you regarding *** *****. The issue with ***** ***** has been addressed and resolved.
Thank You,
Marissa V************
Service Manager
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Contact Information
Business hours
Today,Closed
MMonday | 8:00 AM - 5:00 PM |
---|---|
TTuesday | 8:00 AM - 5:00 PM |
WWednesday | 8:00 AM - 5:00 PM |
ThThursday | 8:00 AM - 5:00 PM |
FFriday | 8:00 AM - 5:00 PM |
SaSaturday | Closed |
SuSunday | Closed |
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2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.