Complaints

This profile includes complaints for J & J Service Professionals's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  J & J Service Professionals

  Chicago, IL 60645-4222

• 

  J & J Service Professionals

  4030 N Cicero Ave #2 Chicago, IL 60641

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:07/25/2023

  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.

   
  Complaint: 20376503
  
  I am rejecting this response because:

   

  This issue was in the installation not the unit.  The original installation leaked, causing more damage over the next six months.  A different tech came out to fix the leak, which he did but the unit needed a stepdown valve which was never placed.   The unit failed due to improper installation.   Worse, when my tenants started to notice ceiling damaging in the garage, no one at the company would even schedule a person to go out and look at the issue.  I spoke to a live human over half dozen times, I was told every time that the right person would call me back.  They never called despite me explaining there was property damage currently happening.   I had to have another group come out and install the step down, but the damaged unit still needs to be replaced.  

  Sincerely,
  

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

  I have made it clear that damage is increasing to property daily. The scheduler simply says the the service manager will call me back. I have made this request at least three times a day for the past three days and continued to be told the manager will call me back within a specific time frame but have yet to receive any call, email or text. During the interactions I am continual told the service manager is not there and spend ***** minutes on hold each time I call while they look the issue up (despite having called a few hours earlier). The schedule does come back to the line but simply gives me same store about getting a call back. The group was hired by the tenant due to the original pending emergency. If they do not remedy the problem we will be forced to bring in legal to properly fix the issue and repair the damage.

  Business Response

  Date: 08/14/2023

  as i write this, the service manager for this job #****** (*********************************) is looking in to the complaint. our standard warranty is one year on labor and the  manufactures warranty on parts and equipment. i would need to see the documentation from ********************** that he received a non-standard warranty. the the water heater was installed on or about 07/01/2021 so i assume it is in warranty by the manufacturer. we are not the manufacturer of the water heater. we are the installers. any claim, complaint or request for replacement ********************** has, should be with the water heater manufacturer. with all that said we are looking into why service manager for this job #****** (*********************************) was not notified by the dispatcher about ********************** problem. i will update you as i learn more.

  respectfully, 

  ******

  J & J Service Professionals

   

  Business Response

  Date: 08/18/2023

  i am sorry about ************************** frustration so i will try to respond to his response in the order it was written (his response in " ". "The original installation leaked, causing more damage over the next six months." We completed the water heater installation on 07/02/2021. ********************* (tenant) call **** (technician) on 07/22/2021.  "A different tech came out to fix the leak, which he did" The leak was from a PVC drain from the Air Conditioner that had cracked during the water heater installation. "but the unit needed a stepdown valve which was never placed." We are not aware of a step-down valve. there is no step-down valve on this water heater.  "The unit failed due to improper installation." On 08/18/2023 (today) ************** found that the problem was not with the water heater. the problem was with the T&P (Temperature and Pressure) valve on the water heater.  "Worse, when my tenants started to notice ceiling damaging in the garage, no one at the company would even schedule a person to go out and look at the issue. I spoke to a live human over half dozen times, I was told every time that the right person would call me back."  The fact that a tech did not come out has been looked into. at the time there was a glitch in the computer system technicians are dispatched through a computer program. the only other way would have been for him to call **** directly but none of us knew that there was a problem.   "never called despite me explaining there was property damage currently happening." On 08/18/2023 (today) ************** was told that the *** (Pressure Reducing Valve) coming in to the house was replaced because it was bad. It damaged the T&P valve on the water heater so the T&P was leaking damaging the ceiling in the garage. the *** is not part of the water heater and voided the Manufactures warranty on the T&P.  "I had to have another group come out and install the step down," We can only assume that the step-down is in fact is the *** (Pressure Reducing Valve) that has nothing to do with our work.  "the damaged unit still needs to be replaced." Even though the damage to the T&P (replaced today) was caused by the ***, having nothing to do with us, at this time we are not planing on charging ********************** for the parts or the labor.
  
  Sincerely,