ComplaintsforJack Joyner Heating & A/C Company

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Details are in the attachment.Date started April 9, 2021 (wiring board went out, they told us we didn't need it anyway). December 27, 2022, unit outside froze up inside and outside of unit. We needed the wiring board. They came back and said we did not have any warranty. and needed 3 lbs of freon. Charge was $90 for freon and $105 service call. We called Maytag and we do have the warranty. They finally got the wiring board. Few weeks later turned on air conditioner and it did not work. Called them and they were going to call ** back to set up appointment. They never called back. We called another company.

  

  Business response

  06/06/2023

  June 01, 2023
  
  It is our goal to always provide the best possible service experience and to always be a step above the rest. We feel that we provided ******************** with great service and would like the opportunity to share our side of the events that happened as follows:

  12/27/22 - Customer called in and requested service and stated that system was not running at all. We sent a mechanic out the same day and found that the system had a failed defrost board. Our mechanic was able to bypass the defrost board in order to provide the customer with ******************** and cooling. Upon checking operation of the system, we found that the system was running a 50-psi suction pressure, that equals ta 10-degree coil temp and that will result in ice forming due to it being 22 degrees below freezing temperature. We added 3 pounds R-410-A refrigerant to the system. Now, the system that was not working at all is now heating and cooling at this time. 
  
  12/28/22 - Customer has a Maytag system that was not installed by our company. Maytag falls under the parent company of Nordyne, so we checked with our Nordyne dealer and they ran the numbers and reported back to us that the system no longer had warranty left on it. I called ******************** to inform him of the warranty status that was provided to us. I also informed the customer of his options regarding repairs. NOTE - The system is still running fine at this time. Customer called in later in the day and was absolutely certain that the system was under warranty. I advised the customer that we would look into it and call him back. After looking into it again, we found that ******* doesn't handle the Maytag warranty but Gem Air is the warranty provider. I then called ******************** right back and informed him that he was correct and the unit still has a PART warranty. Then, I advised ******************** of the cost involved to have the board replaced and the customer approved the repair price. NOTE - The defrost board was not available and would have to be ordered and we were not given a timeline as to when we may expect it to arrive. 
  
  1/16/23 - Gem Air called us to inform us that the board arrived and was ready for pickup. We called customer to schedule the repair. NOTE - unit is still working at this time.
  
  1/17/23 - We sent a member of our service team out to install the needed defrost board. Made all repairs and checked operation of the unit and found the system to be running properly. Customer refused to pay the mechanic for the agreed amount. I advised my mechanic to leave and I would call the customer to sort out the situation. I called ******************** to discuss his concerns in hopes to find a middle ground and he informed me that he will not pay for the services that we provided. At that point, I advised the customer that until the invoice is paid, we will not be able to provide him with service in the future. NOTE - unit is still working fine.
  
  2/13/23 - Customer called in and wanted to pay the outstanding service invoice, the agreed amount was for $230.00 and the customer felt that was too high. So, I discounted the invoice amount to $205.00 and the customer seemed agreeable to that amount. NOTE - The system is still working at this time.
  
  Summary - We added refrigerant to ************************ system on 12/27/2022 because it needed it and was necessary to get the system up and running. Had we over-charged the system, it would not have stayed running up to 02/13/2023, the last time we touched this system. Furthermore, the mechanic who added the needed refrigerant to the system has been with our company for over 25 years and has been practicing air conditioning for over 30+ years and would not make a mistake like that. It is very disappointing that in this day and time, parts are not always available. However, that was communicated clearly to the customer and is out of our control. As far as the warranty mix-up goes, we made a mistake on researching the warranty, however, we put in the effort and got that sorted out immediately. We feel that we provided ******************** with great service and repaired his A/C properly. Had ******************** made any indication that the unit was not working properly, we would have sent a member of our our team right out to correct anything we may have missed.
  
  *************************
  Service Manager
  Jack Joyner Heating and Air Conditioning Company

  Customer response

  06/12/2023

   
  Complaint: 20119080
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  06/13/2023

   
  Complaint: 20119080
  
  I am rejecting this response because: This is our response to **** Joyners response to BBB

  
  On December 26 our unit was working fine until it froze up inside and out.
  December 27, Monday, your technician came out and said we have a bad leak, so he put in three pounds of Freon in, and they would order a defrost board for our unit,
  After two weeks we did not hear from you for an update.  We called **** and he said we were not registered for warranty.  I called the company and we were registered.  We let **** know.   Technician came January 17 and took the old board out, left and picked up the new board.  He never came in the house to switch over to air to check out the entire system.  
  Sunday, February 26 was a very warm day.  We turned on the air conditioning for the first time.  It started running for one minute and shut off.  We tried it several times with the same result.
  Monday, February 27 we called your office and wanted to make an appointment, but the girl put me on hold.  Finally she came back on and said she would have to call us back.
  There was  no call back, so Tuesday afternoon we called ASA and they came out the same day.  I attached their invoice in the previous letter.  They also included pictures at the bottom of the invoice showing the gauges.  It shows the 150/700 psi on the pictures.  He said we were lucky our unit automatically shuts off when the pressure it that high.  It could of burn up  the compressor.  On the invoice he states the unit was OVERCHARGED.  He checked everything out on heating and cooling.  He removed the three pounds of Freon that you put in.  Unit is working great.
  We want a refund of $380 (190 for Freon we didnt need and 190 to have ASA take it out
  *****************************
  

  Sincerely,
  

  
  *****************************

  

  Business response

  06/13/2023

  JJAC stands by their previous response and based on the fact that BBB closed the case after reading JJAC's response states that they were satisfied with it.

  Their will be no other actions moving forward because they are not warranted.  What a customer believes they are entitled too bares no weight on the reality of the situation.

  JJAC has acted in good faith from the beginning until now and has responded as requested to do so. 

  JJAC Management

  Customer response

  06/14/2023

   
  Complaint: 20119080
  
  I am rejecting this response because: we have proof from the pictures ASA took showing the pressure.  That is why our air conditioning would not come on.  Jack ********************** never checked if the air would work.  I understand the claim will be reviewed by the BBB.  PLEASE read all the communications.  Jack ********************** would not call us back when our air would not work.  Thank you.  *****************************
  
  Sincerely,
  
  *****************************

  

  Business response

  06/15/2023

  JJAC stands by their previous response and based on the fact that BBB closed the case after reading JJAC's response states that they were satisfied with it.

  
  Their will be no other actions moving forward because they are not warranted.  What a customer believes they are entitled too bares no weight on the reality of the situation.

  
  JJAC has acted in good faith from the beginning until now and has responded as requested to do so. 

  
  JJAC Management

  

  Business response

  07/05/2023

  i met again with **** (Service Mgr) concerning this latest rejection.  The latest pictures cannot be confirmed when or where they were taken, before or after ASA was at the property etc., before or after any work was performed by that company.

  
  I will refer back to our initial response that honestly answers these concerns at nauseum.

  
  It is apparent that unless this customer gets what he "believes" he deserves, there is no response that will suffice.

  
  Unfortunately, JJAC Mgt disagrees with the customer and stands by our initial response as "our" response.
  

  JJAC Management

• Initial Complaint

  01/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We hired Jack Joyner Heating and Air Conditioning to install two of our air conditioning systems. The first was installed in 2017, and the second was installed in August 2021. After each of these systems was installed, they had issues within a few weeks. We were told that the pre-existing AC environment such as wiring, coolant lines and electrical source were insufficient for supporting the new systems. For example, the most recent system broke down five times within weeks of it being installed. Each time a Jack Joyner service person came out to resolve the issue and told us it was resolved when in fact it was not. Finally the manager came out to look at it and told us that the existing components around the unit are insufficient. In other words, a low voltage wire was insufficient to power the new air conditioner. We asked for an explanation of why they installed a system in an insufficient environment. Our email exchanges are attached below, as well as the history of payments we have made to Jack Joyner. We are distressed over this situation because the electrical issues make us concerned about the safety of our home.

  

  Business response

  02/23/2022

  Business Response /* (1000, 5, 2022/02/07) */ Customer speaks of two ac equipment changeouts, one in 2017 and the other 2021. That statement leaves out significant information about how Jack Joyner AC was chosen to perform extensive hvac work at the customer's residence. Our original contracts in 2017 were to replace existing 2nd floor duct work, remove and reinstall two ac air handler units and install a Dehumidifier was work contracted through an Indoor Air Quality Contractor. This work was based on findings by that company who was contracted out by customer. House was constructed in 1993 and looks like was purchased by customer in 2010. In other words, JJAC was contracted to fix someone else's problem. The contractor performed the initial inspections and JJAC priced out and performed the work proposed as being necessary. All work was approved by customer. JJAC worked directly with the contractor throughout all the projects in 2017. As with most major construction projects, there are sometimes additional work required based on new findings after walls/ceilings are opened up etc. Again, any additional work was authorized through the contractor and approved by the customer. I certainly understand the customer's frustration with a long term, very expensive project. However, all work needed was based on findings of inferior building and ac installation(s) in the past It is my understanding, all inspections were performed, passed and completed. In closing, I find it hard to believe as dissatisfied the customer claims to be with Jack Joyner AC with the extensive work contracted in 2017, that he would call us back to changeout another ac system in 2021. The only issue I was made aware of the 2021 ac changeout, was an "error code" that kept coming on - the system they chose was a "variable speed" communicating ac system. Very high tech, and the communicating thermostat was showing the error code, causing the system to shut off as a protection. It did take several calls to finally trace the problem. The problem was 'EXISTING" low voltage wire had been run, "by another company on a previous installation" along side high voltage wire, causing interference with the low voltage wire and therfore the very high tech "communicating " wifi thermostat. Our Service Manager temporarily separated existing thermostat low voltage wire from the high voltage wire which corrected the problem for now. Here is the written response from the "Indoor Air Quality" to the customer made on Jan 20, 2022 in response to his complaint. The original line set (thermostat wire) when the building was constructed, is abandoned and still there. At some point it was replaced (not by JJ) run through the attic alongside the electrical runs, outside on the roof, and through the detached structure attic to the condenser. This line was not replaced by JJ and therefore was not part of the contract. If it requires replacing there will be an additional charge. From what I understand the current line set is functioning but because its run outside, exposed to the elements its life expectancy will be short. Unfortunately its not a simple replacement like most homes, yours has an unusual set up and will require more labor and possible destruction of walls and ceilings to run properly. Unless the contract states the thermostat wire is to be replaced, then it would be on JJ. Jack Joyner AC and Mr. J. himself maintains that we provided excellent service throughout a very long and arduous process. Again, customer's frustration is understandable but misdirected. JJAC was not contracted or paid to provide exploratory surgery on his existing home but rather to perform work that proposed by another contractor working for the customer. Consumer Response /* (3000, 7, 2022/02/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) We are dissatisfied with the response provided by Jack Joyner Heating and Air (JJAC) concerning our complaint. After filing the complaint, we contacted another air conditioning company to inspect the problem with the system that JJAC installed in our home in August 2021. We have thus gathered additional information that is relevant to this complaint. The inspection performed by the other air conditioning company confirmed the poor quality of JJAC's workmanship and their misrepresentation of the information provided in their response to our complaint. The AC company who performed an inspection provided photographs of the poor workmanship of JJAC (see Figure 1, Figure 2, and Figure 3, attached). These images illustrate JJAC's attempt to take a new system and try to wire it into a previous system. These images also show the shoddiness of the workspace that was left by JJAC. JJAC stated that the originally replaced air handlers, ductwork and installed dehumidifiers completed in 2017 were done at the request of an Indoor Air Quality Contractor, when in fact this work was done at the request of an ASHI home inspector, *********** ****** of ******** ************ We had originally contacted Mr. ****** because we were experiencing mold issues in our attic. Not only did Mr. ****** recommend JJAC to do the aforementioned work in our home, but he also acted as an intermediary and representative for JJAC throughout our working relationship with them. For example, Mr. ****** provided all the estimates and invoices related to work that JJAC has performed at our home (for example, see Figure 4, attached). Mr. ****** also provided information related to JJAC's response to this complaint (see JJAC's reference to a 'written response from the "Indoor Air Quality" to the customer made on Jan 20, 2022'), as this written by Mr. ******. Also, JJAC stated that "all work needed was based on findings of inferior building and ac installation(s) in the past." This statement seems to vindicate Jack Joyner of their professional responsibilities, thus allowing them to install a unit that failed shortly after installation, and not take responsibility for inadequate installation. Instead, they continuously state that past work was "inferior", and charge us for the "fix". They failed to bring up any findings to that effect to our attention during installation. It was always after the fact that they claimed faulty work was done in the past. JJAC expressed disbelief that "as dissatisfied the customer claims to be with Jack Joyner AC with the extensive work contracted in 2017, that he would call us back to changeout another ac system in 2021." Enclosed is an email dated December 14, 2017 from *********** ****** (see Figure 5, attached), who as mentioned earlier has acted as the intermediary between us and JJAC. In this email, Mr. ****** explains the reason that the first unit we purchased from JJAC in October 2017 stopped working only two months after it was installed. Mr. ****** claimed this failure happened because the existing thermostat wire and refrigerant lines needed to be replaced (see highlighted portion of Figure 5, attached). We expressed our disappointment that this would be an additional cost after just having purchased a new system, and thus we mentioned our interest in getting a second quote from a different company. *********** ****** clearly warned us against getting an additional quote. He said doing so would mean voiding our warranty (see highlighted portion of Figure 6, attached). This is the reason we felt we had no other choice than to continue service with Jack Joyner. In fact, we have asked for warranty documentation and they still have not provided it to us. According to the inspection findings, the unit that JJAC installed in August 2021 failed repeatedly because the thermostat wire is low voltage and insufficient for the new system. It is not the correct type of wiring. The inspection confirmed that the correct wiring is a 18/4 stranded wire that is designed for communication and plenum rated (see highlighted portion of Figure 7, attached). We would have expected JJAC to have discovered this insufficiency upon diagnosing, installing and servicing the system. Instead of using proper wiring for a new unit that is more powerful than the previous one, JJAC used existing wiring from an old system. Our concern is that this situation is typical of JJAC's business practices. During both instances when JJAC installed AC systems in own home, their modus operandi was the same in that they installed new equipment, and shortly thereafter it failed to work. JJAC's explanation on both accounts was that the cause of equipment failure was due to "inferior building and AC installation(s) in the past." These suggested remedies required thousands of dollars of additional payment to JJAC. Business Response /* (4000, 9, 2022/02/21) */ Jack Joyner AC stands by its previous response

*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. ↩