Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a new heating and air conditioning system from Johnston's Mechanical Services in 2020. The unit stopped cooling about two years after it was installed, We called Johnston's to come out and service our system in September. They found that we were totally out of coolant and told us that the system was no longer under any warranty and charged us $588.00 for the service call. The following May we turned on the a/c and no cold air. We called Johnston's and told them we had no a/c. Art was very gruff saying that it would be our responsibility to pay another $600 for a recharge. Now how can a unit loose all it's coolant over the winter when it isn't even being used. Even if he wouldn't stand by his recent work from September he should have been willing to come out and see why our system was leaking coolant. He would not come out without charging us in advance for a service call. My husband was very upset and he did tell Art what he could do with his hvac system. We called another service company and they came out and did a pressure and dye test the see if they could find a leak. They found no leaks but recharged our system and added sealant. Another year another $500!! We has an old air conditioner that never needed to be recharged over the past 20 years. So why should I keep spending good money after bad with this unit. I believe that Art should have reimbursed us for having to call out another company to repair his shoddy work. Now a year later and again we are haveing trouble with our a/c. We had it checked and thank goodness the coolant level was perfect but now it needed a capacitor. Every year it's a new problem. I am copying ******* on this letter also. I believe our unit is a lemon. I understand things aren't made like they used to but this is ridiculous. I honestly believe Johnston's should reimburse us for some of these repairs and ***** should replace our unit.

  Business Response

  Date: 08/07/2023

      ************************** system was found to be low on refrigerant after installation labor warranty had expired.  It was also explained to customer that manufacturer doesn't cover the cost of refrigerant. No leaks were found in either inside or outside system. Apon initial installation all lines were pressure tested with nitrogen, and passed the pressure testing.

  After the system was found to be low on refrigerant 2 yrs after installation, we recommended the linesets that connect the indoor and outdoor system be replaced which were underground, and as the customer knows replacement of the lineset was not included in the initial job contract. It was also explained to the customer that the lines were buried under a backdoor deck and it would be expensive to replace. 

  After many conversations it was explained over and over again that all of our contracted obligations were met.  When the customer demanded we replaced the lines "for free", and with extremely foul language threatened our company with slander, and also me personally with physical violence that we have on recorded text and voicemail messages; I informed ********************** we would no longer be doing any further business with him. I also made a police report against ********************** and as he knows if he initiates contact with us again charges will be filed against him. 

  I hope ********************** learns in the future how to appropriately communicate with people whom he expects to come and do work in his home. 

    ****************************************;.. Johnston Mechanical Services