Air Conditioning By Jay, Inc.

Recently, we had a technician complete a semi-annual maintenance service on our heat pump/air conditioning unit. The technician was very thorough and professional. We felt able to trust his assessment of our equipment and trust that our heating and cooling needs will be met by AC by Jay. We will continue to use this company for maintenance and any repairs necessary.

I have always had a good experience with this company. I have been using them for my AC needs for 10 years and 2 houses now. My first experience was when I had just purchased my first home with my wife and first child. Our AC died in 100+ degree weather in the middle of the night. We had previously had it 'fixed' by 2 or 3 other companies. Apparently all they had done was put band-aids on the system. Researched some and found AC by Jay. They came in the middle of the night within an hour. They showed me what the issue was, told me what my options were, and told me the pros and cons of each option. They were not the cheapest, but I firmly believe you get what you pay for. If you want a cheap AC company that you will have to call back to your house 3 times a year for the same issue, do not go with AC by Jay. If you want a quality company that sends a technician that knows what they are talking about and will fix your issue for good, call AC by Jay. I have also since switched them to for my plumbing needs. I still own that first house I bought when I had just gotten married and started my family. It is now a rental and I am glad I have a reliable quality company that can take care of any issues that arise with my rental property, or my primary residence. I would recommend AC by Jay for your AC and plumbing needs.

They are the best! Respond right away, fixed the problem and explained it all to us!

I have used AC by Jay for many years. Their service is always top notch. They communicate well with customers, arrive on time, and give priority to emergencies.

Excellent service for years....trusted, professionals!

Review: I called for a service repair on a leaking inlet valve on my water softener on Sunday March 24, 2013. I had a service repair technician come and bypassed the system. I called them hoping that they would be able to fix the problem. I paid for the service call and received an estimate from the technician. We talked about it and he says that it looks like the system is fairly new based on the valve configuration and that it should not be a problem to fix. He was not sure of the cost of the replacement part and gave me an esitimate to show he was not sure of the part cost. He gave me an estimate of $150-$250. I acknowledged and told him that I wanted to complete the work. He said he would call within a couple of days to schedule the appointment for the repair work.

I waited the couple of days and did not hear back. I gave them the benefit of the doubt, but they did not call the rest of the week. I called back on the following Monday, April 1, 2013. I called and told the lady that answered the phone about my situation. She was not sure of the details and said she would look into it. I later received a call from another lady. She mentioned that she spoke with the technician and he told her that he could not find the part. He told her that the manufacturer does not make the part and that a bigger assembly would need to be replaced and the new estimate would be $450. She conveyed that to me and I told her that was too much. I was going to let it go, but I later decided that the service I received was not very professional. She said she is not sure why no one got back to me. I figure if I did not call, they would never have gotten back to me.

I don't understand why I received a quote for one price and they new the make and model of my water softener. He was confident that he could get the part, but not sure of the price. If a company gives me a quote for the repair, they should have done their homework first. I agreed to have it done at that price. If it turns out that they cannot get the parts for the right price, they should have to cover the costs due to their estimate. That is just good customer service. As it turns out, they were just going to ignore me since they could not get the replacement parts.

I did provide feedback on their "provide us feedback" link on their website, but never heard back from that. I did that a month or so ago, and again, I gave them the benefit of the doubt. But, they never responded to that either. I even made references to the [redacted] videos they have with talk about how customer focused they are. They did not respond to those either.Desired Settlement: I would like the repairs to be completed as agreed upon. It would be nice if they would reduce the cost due to the poor customer service, but I would be willing to cover the costs from the estimate.

Business

Response:

This e-mail is in response to the complaint # [redacted] we were out to this clients home to diagnose a water softener we found that this system was leaking from the valve body and quoted the price for valve repair after searching for the repair parts for the [redacted] water treatment system we found the after market repair parts were not avail to us we then contacted the client and explained that we were unable to provide the repair parts and that the only option our company would have would be to replace the entire valve with a fleck 5600m valve and that the cost of this repair would come to 450.00 the client then refused service and no further follow through was deemed necessary on our part … please note that the 450.00 quoted for this repair was more than a fair price for a valve replacement based on industry standards and that the client was informed that the 89.00 service fee that was paid would be applied towards the cost of the repair .. We regret that we could not meet this clients needs for the price that was quoted for the original repair... there are so many different manufactures of water treatment systems that is almost impossible to know what parts are still available after market .. We have made every attempt to complete this repair at a fair price for this client...

Business

Response:

This e-mail is in response to the complaint # [redacted] we were out to this clients home to diagnose a water softener we found that this system was leaking from the valve body and quoted the price for valve repair after searching for the repair parts for the [redacted] water treatment system we found the after market repair parts were not avail to us we then contacted the client and explained that we were unable to provide the repair parts and that the only option our company would have would be to replace the entire valve with a fleck 5600m valve and that the cost of this repair would come to 450.00 the client then refused service and no further follow through was deemed necessary on our part … please note that the 450.00 quoted for this repair was more than a fair price for a valve replacement based on industry standards and that the client was informed that the 89.00 service fee that was paid would be applied towards the cost of the repair .. We regret that we could not meet this clients needs for the price that was quoted for the original repair... there are so many different manufactures of water treatment systems that is almost impossible to know what parts are still available after market .. We have made every attempt to complete this repair at a fair price for this client...

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I see that the business states that they contacted me once they discovered that the needed part could not be obtained. I disagree. I waited for the couple of days that the technician said he would get back with me to complete the repairs. I actually waited one full week and then I had to contact the business. I understand that they do not know every part that is available, but they should have done that prior to making a written estimate to repair my water softener.I also submitted an online feedback form from their website. I never received any response from that submission. I am not sure what they mean by; "every attempt" was made to resolve the issue. I was never contact by the business unless I was the one to initate the contact. They did call me back once, but that was to tell me that they could not complete the repairs at the original estimate. I say again, they called me back, since I had to intiate the contact from them.I appreciate the fact that they are saying that the service fee would be deducted from the repairs, but that was actually not conveyed to me. Regards,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I see that the business states that they contacted me once they discovered that the needed part could not be obtained. I disagree. I waited for the couple of days that the technician said he would get back with me to complete the repairs. I actually waited one full week and then I had to contact the business. I understand that they do not know every part that is available, but they should have done that prior to making a written estimate to repair my water softener.I also submitted an online feedback form from their website. I never received any response from that submission. I am not sure what they mean by; "every attempt" was made to resolve the issue. I was never contact by the business unless I was the one to initate the contact. They did call me back once, but that was to tell me that they could not complete the repairs at the original estimate. I say again, they called me back, since I had to intiate the contact from them.I appreciate the fact that they are saying that the service fee would be deducted from the repairs, but that was actually not conveyed to me. Regards,[redacted]

Review: Purchased a new AC unit from A/C by [redacted] in July of 2013. On the purchase contract a rebate from [redacted] in the amount of $270 was noted. The purchase price of the unit was $7000. Was told the rebate would take a couple of months.

Checked back after 3 months. A/C by [redacted] had not filed for the rebate but said they would right away. I called back in two more months and was told our paperwork had been misfiled but they would take care of it right away.

Received a letter from [redacted] saying the rebate program expired and they could not issue a rebate. Contacted A/C by [redacted] (have been working with [redacted]) He said he would contact [redacted], but even if they wouldn't issue a check A/C by [redacted] would. That was three weeks ago (March 18). Still no rebate.Desired Settlement: I would like to receive the rebate that was promised in the contract when we bought the new unit.

Business

Response:

Good morning,I am responding to the complaint filed by [redacted]. We have been working with this customer since early January to finalize his [redacted] rebate paperwork. I have included email correspondence that shows we made several attempts to contact the renters in Mr. [redacted] home in order to gather the necessary information. Mrs. [redacted] met us at the property on Friday, January 31, 2014. The install was completed on July 24, 2013. [redacted] has a 6 month window for their rebate program which had past by that date. A check for the rebate amount will be issued to the [redacted] from AC by [redacted] on Thursday. In addition, as stated in our email correspondence, we have given them a 1 year plumbing maintenance and an additional year of maintenance on their equipment.Thank you for your help with this situation,[redacted]General ManagerAC by [redacted], Inc.

Consumer

Response:

[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.]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. However, I resent the fact that you imply that we were somehow at fault in this matter. Having to resolve this in January when the install was completed nearly 5 months before. I began calling to check on the status of the rebate in October and was told that it had never been filed. Then I was told that our file had been misplaced. We must cooridinate with the tenant as well and it took some time to do that, but it never should have gotten to that point if the rebate had been applied for when the install was complete. I appreciate the fact that you will issue the rebate, but it was a needlessly painful process to get it. [redacted]

AC by J has serviced our unit since it was installed. Their service has been spot on. They are clean, friendly and reliable.

I first learned AC by J during a plumbing emergency, they fixed the problem with professionalism and courtesy. Then I learned they also worked with ac/heating units and I was sold on their programs. Their techs are always a pleasure to work with.

I have used Air Conditioning By Jay for many years which have included the installation of 2 heat pump units and their on going service maintenance. The business as well as their technicians have always been professional and trustworthy. I would definitely recommend this company.

AC by J has always provided excellent service an fair pricing. I highly recommend them for all your AC needs.

AC by J is one of the most reliable companies I have had a relationship with. Everyone I interact with is knowledgeable, professional, courteous and customer-focused. They are ALWAYS on time and prepared to complete the service. This is a well-run company and employ fabulous Sevice technicians and staff.

I'VE BEEN ASSOCIATED WITH A/C BY JAY FOR OVER 15 YEARS. THEY ARE THE MOST RELIABLE AND HONEST GROUP I'VE HAD THE PLEASURE OF DEALING WITH. PROBLEMS HAVE BEEN SATISFIED TO MY SATISFACTION AND ALWAYS FAIR! TIM WAS MY LAST EXPERIENCE AND HE WAS OUTSTANDING! ON TIME...COURTEOUS...EXPERIENCED...JOB WELL DONE!

,

Prompt and courteous, they always do the job. Upfront and honest, they have been a pleasure to work with.

As usual, the technician was thorough and competent. We have been using AC by Jay for 19 years.

Positive experience overall. Very friendly, helpful, and informed technicians. Having work done today so keeping fingers crossed that no problems pop up. Company does seem to go out of its way to accommodate customers and its years of doing business are conveyed in a real way to the customer. Would recommend.

[redacted] came to my home Wednesday night, and fixed the inlet water source into the toilet; then he came the next day and serviced the entire house - various inlet water sources, and the external water source. Very patient, and conscientious! He's a true asset to AC by Jay --

Thanks so much! [redacted],[redacted]

This company was terrific for me. [redacted] is a friendly professional. He has been to my home on several occasions for various plumbing needs and always knows what to do at a fair price. I recommend them as a 10. [redacted].

Review: I purchased a new air conditioning system from AC by Jay that was installed on July 16, 2013. This unit was eligible for a $270 rebate. As of December 23, 2013 I have not received the rebate. The rebate is listed as part of the sales contract. I have sent several emails and placed at least three (3) phone calls to AC by Jay attempting to obtain the refund. On two occasions I specifically asked for a return call from a manager or the owner and have not received a call back.

On November 13, 2013 I received a letter from Arizona Public Service (APS) indicating they had received a rebate form on my behalf from AC by J, however the form did not contain my signature. (AC by Jay never provided a rebate form for my signature.) I returned the signed form to APS on November 14, 2013.

On December 17, 2013 I called APS to check the status of the rebate. The APS representative stated that they had received insufficient information from AC by Jay to process the rebate. The APS representative stated she had made two (2) requests to AC by Jay to obtain correct information and those requests had been ignored.

As of December 23, 2013 I still haven't received the contractually promised rebate.Desired Settlement: I would like to receive a check for $270 within the next three (3) business days either in the form of a check from AC by J or a rebate check.

Business

Response:

We apologize for the delay in getting this rebate processed. APS has recently become stricter with info it requests as in this case, the correct information on the AHRI certificate was abbreviated on the invoice which was acceptable until just recently. Below is the email correspondence showing that the information was resubmitted to APS on December 11, 2013.

From: [redacted]

Sent: Wednesday, December 11, 2013 11:26 AM

To: '[redacted]'

Subject: RE: Incomplete Rebate for [redacted] PID [redacted]

Here is the updated invoice.

Thank you

From: [redacted] [mailto:[redacted]]

Sent: Tuesday, December 10, 2013 3:20 PM

To: [redacted]

Subject: Incomplete Rebate for [redacted] PID [redacted]

**,

I just received a call from [redacted] about the status of his rebate. I do not recall and cannot find an e-mail sent to you requesting this missing information. However, I do see in the notes that we sent a fax on 10/4/13 and again on 11/13/13 and have received no response. Mr. [redacted] is not happy in that his unit was installed in July and it was not submitted until September and we have now had the rebate for 12 weeks and it is not paid.

The reason the rebate is incomplete is that both model #s are incomplete on the invoice. Invoice has [redacted]. AHRI certificate has [redacted] and [redacted]. The numbers in red are what is missing. Please make these corrections and return the corrected invoice to me by tomorrow morning so that we can get this customer in the check request this week.

Sincerely,

Program Administrator

APS Residential Energy Efficiency Programs

------ NOTICE ------

This message may contain confidential or privileged information. If you are not the addressee, please return the message to its sender and delete it from your files.

The rebate is in processing with APS. We have requested that it be expedited but have no real control over how quickly they process and get this to the client.

Thank you for your help with this,

General Manager / AC by Jay

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

This

is simply more deflection and a failure to take responsibility on the part of

AC by Jay. Clearly, had AC

by Jay submitted the proper information in a timely manner (or even responded

to the APS requests for more information) this issue would have been resolved

long ago. It should also be noted that no one from AC by Jay has

made any effort whatsoever to reach out to me to assauage my concerns (not to mention taking two weeks to even respond to a Revdex.com complaint.) I still have not received a rebate check as of January 8, 2014 (nearly six months after the unit was installed.)

Business

Response:

According to APS, the check was issued and sent on January 2nd, 2014. Mr. [redacted] should be in possession of this check already. We have asked APS to identify if the check has been processed by the client. We do apologize for portion of delay that was resulted from us. We worked diligently with APS to try and get this expedited as soon as we were aware of the issue.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

As of January 10, 2014 I have not received a rebate check. Nor has anyone from AC by Jay taken the time to communicate directly with me or even offer an apology.

Even if I receive a check tomorrow, the fact remains that it will have taken AC by Jay nearly six months to fulfill the terms of their contract and process a simple rebate check. The only reason it appears to be given any attention now is because of the numerous phone calls, emails, and now a Revdex.com complaint that I have been forced to file.

A customer simply shouldn't be required to go to these lengths for a company to stand behind their promises. The company had complete control to resolve this issue months ago and chose to let it linger and knowingly allow a customer to become increasingly dissatisfied.

Until I receive the rebate check (or an equivalent amount from AC by Jay) and a written apology from the company ownership I will continue to remain dissatisfied.

Good Service and response...Technicians very helpful in explaining issues...