ComplaintsforJ & A Plumbing, Heating, Cooling & Electric

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transaction: 12/02/2021 The amount of money you paid: $129.00 Commitment to provide you: The service man who was at my house on 12/02/21 looked at a dripping faucet in my lower bathroom. I took him to the basement to turn off the water. He came up and took the faucet off stating that it needed an internal part instead of requiring a new entire faucet to be ordered. He stated that he would order the parts and return to fix the dripping faucet in the bathroom tub the next week. I had a coupon (attached) from the J & A South Park webpage for $30 off plumbing service of $100 or more that expired 12/31/21. He stated that the cost of the first visit would still be $129.00 and the coupon could be used at the next visit for a final cost of $116 ($146 - $30 coupon = $116). I even noted this on my initial check ***** (attached). I called the next week and 2 more times prior to Christmas to check on the date of the return visit hoping this to be finished prior to Christmas Day. The receptionist was not friendly to say the least – she actually acted bothered by my calls – and had no information on the order or next date of service. She said she would check to see if the order was even placed. On a subsequent call from me, the receptionist said that orders are back-logged due to *****, but didn’t give me any specific information. I called one more time after the new year without resolution. This has been a horrible experience. What the nature of the dispute is: The lack of service (a.k.a. NONE) should equal the return of my money in the amount of $129.00. Has business tried to resolve the problem: No, this business is obviously not an effective business without effective customer service skills nor effective business/customer relationships. Account number: I had no write-up by the service man which I regret not asking for, but I have a copy of my cancelled check. There's a number handwritten on it *********** but I’m not sure what this number means.

  Business response

  03/07/2022

  On behalf of the entire J&A team, I want to apologize to *** ****** for her experience. Our team should have done a better job explaining that the initial $129 charge was a dispatch and diagnostic fee that is applied to get a technician out to the home and to assess the problem. The work that was done on the faucet was assessed to be $146 and the $30 coupon was applied to this resulting in a $116 charge to *** ******. J&A is under new ownership as of the beginning of this year and we stand behind a guarantee of 100% customer satisfaction. This experience clearly did not meet that standard and as a result we will be refunding *** ****** the $129 diagnostic fee. I want to thank *** ****** for bringing this to our attention and we will make this right. 

  Customer response

  03/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  **** ******

• Initial Complaint

  09/30/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Yea my home warranty sent this company out to fix a clog I had in my toilet. The very nice gentleman came out checked it and tried to fix it. It seems to be piping issues. He called his boss Mike who helps people through the home owners insurance. I called Mike twice. He called back once didn’t seem to enthused on my answering machine a 6 second call. I didn’t ask for the help they volunteered the help. This is the second time they have done this nobody called back or helped me file a claim which makes them liars. I had a second opinion come out through the warranty company wouldn’t you know they got approvals to fix everything that’s wrong. I don’t know what the issue is. I’m pretty pissed because this is the second time they did this to me. It really shows a second opinion got approval why didn’t J&A? Hmmmm….. Just wanted the help I would’ve used them to fix everything with the warranty money.

  Business response

  12/08/2021

  My technicians was trying to help customer going through their home owner insurance. We cannot double dip with home warranty and home owners insurance working together.  Tech was trying to get a hold back with the customer and insurance and phone calls were always being missed.  This customer has been giving us a hard time as well.  This house is in deplorable condition and we honestly did not want to come to the house. It is a hoarder situation. 

• Initial Complaint

  08/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is awful! My home warranty sent them out in May 2021. Told me the capacitor to the AC Unit was broken and needed replaced. They fixed it and the home warranty paid for it. The next day their sales department calls trying to sell us a new air conditioner because ours is “so old”. I said, “yes that’s why we have the home warranty. If it’s having trouble why didn’t you tell the warranty company that?” They back pedaled, I though it was weird and thought nothing of it. 3 months later, after our home warranty expired, in Aug of 2021 the same part broke again. We had a guy come out from a different company who said the compressor is “screaming for help”, putting extra pull on the capacitor and causing it to consistently fail. It would keep happening unless we replace the compressor, which costs more than the unit is worth and we should just buy a new one. He also said there’s no way anyone who knows air conditioning wouldn’t have been able to see that 3 months prior.

  Business response

  08/11/2021

  Unfortunately we do not control what the warranty company will pay for. We are contracted to fix the unit at the time of service.  Because the repair fixed the problem, they would not have replaced the unit.  We do follow up and offer replacement for older units, but you are under no obligation to commit to purchasing.  Had  you continued your policy with the home warranty, they may have only authorized to just fix it again.  This is not something we have control of with home warranty policies.  We apologize for the misunderstanding.  Our suggestion would be to contact the the home warranty company to find out if you could extend your contract with them to have the unit covered.

  Customer response

  08/12/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ******

   

  The home warranty will cover replacement when the technician says it is of need.  Saying they were able to fix something they knew wasn’t the real problem (compressor vs capacitor) is just lying by omission of details.  They basically just put a band aid on a broken arm and called it fixed, which is why the same part went 3 months later.  They either were incompetent to find the real issue, or refused to tell the truth because it would mean junking the system.  Either way the job done was extremely subpar.

  Business response

  08/12/2021

  We are sorry to hear we have not resolved your complaint.   Unfortunately, older units do experience noises, inefficiencies & small repairs.   We are, under our contract with the home warranty, to give our professional opinion of the problem and fix it at that time.  Our technician reported what he found and did not lie about his findings.  The problem was resolved, and the unit was running as best it could, given its age.  We cannot go by another company’s opinion 3 months after the fact.  It is not a fair evaluation being that they were not present at the time of our diagnosis.  Many things can change in 3 months.    We would be happy to send a technician out, free of charge, to take a second look at your unit.
  In-order-to have the home warranty cover your unit, you would probably need to renew coverage with them.  You can certainly call them to find out if they would consider this a “recall” from the original date of service. 
  Please call our office if you would like to have us come back out.    

*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. ↩