J M A C Heating & Cooling, Inc.

I have no idea where to start with my review so I guess ill start at the beginning. I have been having issues with my AC for over six weeks and have had the same service repair man coming out each week who could not fix the problem, I finally got fed up and spotted JMAC in the parking lot of my condo working on someone else's AC. I stopped the service technician Cody for a business card and to see if he could take a look at my AC to figure out the problem. Cody stopped by after finishing up his other job and diagnosed my AC problem as a broken thermostat and had a new one installed in an hour and a half. I cannot give enough praise for the awesome customer service I was provided and will certainly be calling JMAC when I have any other HVAC problems.

I spoke with [redacted] on Friday and had a nice discussion about the situation, as well as how his electric bills have been since. I advised him we would have a technician out on Monday to look at his unit and ductwork so we can get this resolved. My technician and service manager each have called...

several times in the past few days and left messages and are awaiting a response from [redacted] so we can visit the home and move forward. Meanwhile, I am researching his original invoice and shipping info to find out how in the world the wrong unit could have been installed.  My my team will continue to try and reach out to [redacted].

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,

I would like to thank Justin and JMAC for coming out at night and helping us with our air conditioning. It ended up being a small job, but when we needed help, and the house was getting hotter and hotter they were there on time, were polite and honest. I heard of them through positive referrals on our community Finley Farms South HOA Facebook page, from there I checked Google reviews which were also all very positive. Now I am writing my own positive review, from our own experience. I highly recommend JMAC if you have home air conditioning needs!

I met with [redacted] on 10/19 to personally resolve this matter in the best way possible. As I understand the complaint there are five issues at hand caused by the wrong unit having been inadvertently installed.1) The specific calculation of amounts (7% more per month to operate) The term SEER applies only to the units when operating in cooling mode.   This means that the difference between the 13 SEER and 14 SEER models only exists during the summer months, not all 12 months of the year as [redacted] had assumed.  Also, the 7% difference would be 7% of the electricity used by the unit, not 7% of the entire electric bill, which [redacted] did understand already.2) The increased cost of electricity for the past 5 years due to operating at 13 SEER vs the more efficient 14 SEER. Not having access to [redacted]'s actual electric bills we were able to calculate his usage based on industry standard numbers provided by the federal government for Arizona temperatures.  This makes the past 5 years energy difference $195 ($39 per year).  A copy of this was presented to [redacted].3) The future cost of electricity for the remaining life of the unit due to operating at 13 SEER vs the more efficient 14 SEER The average life of a/c units is approximately 12-15 years.  This would make the projected cost of the energy difference from 13 to 14 SEER over the next 10 years $390 ($39 per year). 4) The question of the equipment warranty (5 years since it was not registered was what another company told him) [redacted] was given false information from another a/c technician regarding his unit's warranty.  The unit was registered on 1/7/11 on the very day of installation.  It has a full 10 years warranty on all parts.  A copy of the manufacturers warranty for his unit has been presented to [redacted] for his records. Several options are available to [redacted] with the choice being his among these in how to proceed.Option 1: Keep the current 13 SEER unit and JMAC will pay him the energy difference for the past 5 years and the next 10 years, totaling $585.  This would make it as the 14 SEER had been installed originally.Option 2: Keep the current unit and JMAC will pay him the difference in the equipment cost so it is as if he had purchased a 13 SEER originally.  This amount is $613.Option 3: JMAC can prorate the existing unit (since half the warranty on it is already gone) and replace the unit with a new 14 SEER heat pump or gas unit.  Additionally, JMAC would pay for the previous 5 years of energy difference ($195).  This would cost [redacted] $2358.98 and give him a new 14 SEER American Standard Gold series unit with a new 10 year warranty (The existing unit only came with a 5 year warranty on parts/10 years on compressor warranty from the Mfg at the time after registation, whereas the new one comes with 10 years on ALL the parts.)We look forward to helping him get this resolved for him and to fairly meet his needs.

I have no idea where to start with my review so I guess ill start at the beginning. I have been having issues with my AC for over six weeks and have had the same service repair man coming out each week who could not fix the problem, I finally got fed up and spotted JMAC in the parking lot of my condo working on someone else's AC. I stopped the service technician Cody for a business card and to see if he could take a look at my AC to figure out the problem. Cody stopped by after finishing up his other job and diagnosed my AC problem as a broken thermostat and had a new one installed in an hour and a half. I cannot give enough praise for the awesome customer service I was provided and will certainly be calling JMAC when I have any other HVAC problems.

Review: My mother [redacted] purchased an American Standard 5 ton 14 SEER packaged heat pump system etcetera as listed on the invoice. ( January 2011) An American Standard 5 ton 13 SEER packaged heat pump was installed. We were not aware that we had a 13 SEER heat pump until 22 September 2015, when an A/C technician told me that we had a 13 not a 14 SEER heat pump. This heat pump cost at least $500.00 less than the purchased heat pump, and it costs 7% more per month in electricity to operated it. The unit was not registered, so our compressor only has a 5 year manufacture warranty, not the 10 year warranty listed on the invoice.Desired Settlement: We would like JMAC heating and Cooling, to install the 14 SEER heat pump that we purchased. If that is not possible, we are out at approximately $2000.00 in the cost of the heat pump, no warranty and the increased electricity bills.( I got a less expensive quote for a different brand 14 SEER heat pump at the time we purchased the heat pump we have.) I bought from Mr. M[redacted] because we talked to him first.

Business

Response:

I spoke with [redacted] on Friday and had a nice discussion about the situation, as well as how his electric bills have been since. I advised him we would have a technician out on Monday to look at his unit and ductwork so we can get this resolved. My technician and service manager each have called several times in the past few days and left messages and are awaiting a response from [redacted] so we can visit the home and move forward. Meanwhile, I am researching his original invoice and shipping info to find out how in the world the wrong unit could have been installed. My my team will continue to try and reach out to [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.

Regards,

Business

Response:

I met with [redacted] on 10/19 to personally resolve this matter in the best way possible. As I understand the complaint there are five issues at hand caused by the wrong unit having been inadvertently installed.1) The specific calculation of amounts (7% more per month to operate) The term SEER applies only to the units when operating in cooling mode. This means that the difference between the 13 SEER and 14 SEER models only exists during the summer months, not all 12 months of the year as [redacted] had assumed. Also, the 7% difference would be 7% of the electricity used by the unit, not 7% of the entire electric bill, which [redacted] did understand already.2) The increased cost of electricity for the past 5 years due to operating at 13 SEER vs the more efficient 14 SEER. Not having access to [redacted]'s actual electric bills we were able to calculate his usage based on industry standard numbers provided by the federal government for Arizona temperatures. This makes the past 5 years energy difference $195 ($39 per year). A copy of this was presented to [redacted].3) The future cost of electricity for the remaining life of the unit due to operating at 13 SEER vs the more efficient 14 SEER The average life of a/c units is approximately 12-15 years. This would make the projected cost of the energy difference from 13 to 14 SEER over the next 10 years $390 ($39 per year). 4) The question of the equipment warranty (5 years since it was not registered was what another company told him) [redacted] was given false information from another a/c technician regarding his unit's warranty. The unit was registered on 1/7/11 on the very day of installation. It has a full 10 years warranty on all parts. A copy of the manufacturers warranty for his unit has been presented to [redacted] for his records. Several options are available to [redacted] with the choice being his among these in how to proceed.Option 1: Keep the current 13 SEER unit and JMAC will pay him the energy difference for the past 5 years and the next 10 years, totaling $585. This would make it as the 14 SEER had been installed originally.Option 2: Keep the current unit and JMAC will pay him the difference in the equipment cost so it is as if he had purchased a 13 SEER originally. This amount is $613.Option 3: JMAC can prorate the existing unit (since half the warranty on it is already gone) and replace the unit with a new 14 SEER heat pump or gas unit. Additionally, JMAC would pay for the previous 5 years of energy difference ($195). This would cost [redacted] $2358.98 and give him a new 14 SEER American Standard Gold series unit with a new 10 year warranty (The existing unit only came with a 5 year warranty on parts/10 years on compressor warranty from the Mfg at the time after registation, whereas the new one comes with 10 years on ALL the parts.)We look forward to helping him get this resolved for him and to fairly meet his needs.

We hired JMAC Heating and Cooling Inc on 28 March 2012 to replace our duct work, install a 12 gallon humidifier in our AC unit, install a Honeywell Remote Controlled Thermostat and a new filter in the cold air return. Most of the work was completed during the first month. They left a mess in the hallway, debris from the duct work replacement. [redacted] was given a key to finish the job and he lost it. About 3 weeks to a month ago he gave my son a key but it was not to our house. We do not live at this house at [redacted] Mesa all the time so my son has been dealing with [redacted]. The job was finally completed 20 July 2012 almost 3 months since the job began. [redacted] refused to pay for the re-keying of any locks, said we shouldn't worry that he lost our key. Who wouldn't be concerned when a contractor looses your house key then tells you that you shouldn't be concerned about it. That is unacceptable.