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Business Profile

Heating and Air Conditioning

John Nugent & Sons

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heating and Air Conditioning.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints 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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Complaint status

Complaint type

  • Initial Complaint

    Date:01/17/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Today is January 17th, 2025. In November 2024, we entered into a contract for a new **** system with **** Nugent and Sons (JNS), including a new furnace and also a new water heater. The cost was $17,359.00, and we paid 50% up *********** is January 17th, 2025. The initial installation visit was on November 20th, 2024. Work was partially completed that day and took 10 hours. The second installation visit was on November 27th, 2024, the day before Thanksgiving. Work was not completed that day over the course of 10 hours, and the installation team lead indicated they needed to come back to (a) finish wiring in the condensate pump, and (b) replace a valve part with the correct valve part, which had to be ordered.I called in December 2024 to determine when the 3d, and hopefully final, installation visit would happen, and was told **** Nugent and Sons (JNS) would call when the part comes in.Starting in November, we began noticing potential water leaking around the condensate pump. We've monitored the area and today, January 17, 2025, we are certain water is leaking from that area of the **** system and furnace, and has damaged wood flooring. That damage is visible to the eye, and the wood needs to be replaced.The installation began 8 weeks ago, remains incomplete, and we've discovered the installation was faulty and has damaged flooring.We've called JNS multiple times today and not been able to talk with anyone.We're asking for assistance (a) to complete installation, (b) to finish installing the condensate pump and wiring, and (c) to compensate for damage to the floor caused by the faulty partial installation to date.

  • Initial Complaint

    Date:12/02/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 September 26, 2024, I paid $1200 to Nugent and Sons to install two air vents, a return, and ductwork in my basement to improve the airflow. The comfort specialist advised against spending more money on a mini split and stated the two air vents would improve the airflow. They installed the air vents and the air flow did not get *********'s been over two months and the air issue has not resolved. I've reached out numerous times to my initial install advisor (RJ) and he doesn't return texts, emails, and calls. A month ago, another Nugent advisor inspected the install and agreed the airflow and work by Nugent was not adequate in the basement. The service has been disappointing not been up to par considering that I selected Nugent because they were listed in the ************************** (list of best contractors in my area). Nugent needs to resolve the airflow issue that still exists because of their work. In addition, we suspect the airflow and heat going upstairs is not adequate because of the work Nugent did in the basement.

    Customer Answer

    Date: 12/18/2024

    The Nugent and Sons installation manager visited today and they admitted a mini split should've been installed instead of the two air vents and return in the basement.  They are offering a $600 credit towards a mini split installation.  However, they won't give me my money back ($1200) for their work done in which I relied on their expertise and was misled as the airflow is still not adequate.  I'd like to get my money back or a good portion of it back.  I can't rely on their work to install a mini split.  Thanks 

    Customer Answer

    Date: 12/18/2024

    Nugent and Sons also removed my bypass humidifier without my consent when the air vents were installed.  That issue was resolved, however it's been one headache after another with this company.

John Nugent & Sons is NOT a BBB Accredited Business.

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