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Business Profile

Refrigeration Equipment

Johnstone Supply of Boise

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:01/14/2025

    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.
    On or about 08/30/ 24 I called Johnstone supply and spoke with a counter person named **** and inquired about a replacement water boiler for ******************************. He asked for the make, model, and serial number. I texted him a photo of this info that was affixed to our old unit. He found a exact fit replacement for $ *********. Then he asked if it was gas or electric, I said gas. He then said it was going to take ten weeks for delivery, I said OK. About 8 or nine weeks later an HVAC tech I spoke with informed me that there was a big difference between ******** propane ) and natural gas. I called **** and asked what he ordered and he said he assumed natural gas and it was there for pick up. He then told me that it was an easy conversion to propane. Turns out he was wrong again, the manufacturer said they were specific for each gas and highly advised not to convert it. So we returned it and they picked it up. This is not our fault, **** should have got all the correct info before ordering it. We are not responsible for his mistake and should not be charged for restocking fees and shipping in the amount of ******** they keep billing us for.

    Business Response

    Date: 01/23/2025

    We did receive information from *** at the *********************,  Since the maintenance person at the ********************* didnt know what he was ordering, questions were asked and he failed to tell the salesman that it was propane.  He simply stated it was gas.  Taking *** at his work **** ordered the unit that he was told to order.  It was later brought to our attention that the unit needed to be LP.  This was after the unit had shipped.  we tried everything we could to get a conversion to LP however the factory didnt offer one and there was no way to modify it.  We advised *** that due to his error in telling us it was gas he would have to pay for the restocking fee and the freight.  We advised we would try to get it back to another facitlity and did everything we could to help him, but the distribution center didnt normally stock this item due to the fact it was very unique,  We even gave them a better shipping rate and actually ate some of the fees and costs.  *** is not qualified for this type of work and should have never been in a position to order this part without a qualified certified technician.    We have since closed the account with Basin School District since they do not have qualified personnel to use the product we sell.    We have since written off all fees and costs related to this incident.

     

     

     

     

     

     

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