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J's HVAC Unlimited, LLC

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Reviews J's HVAC Unlimited, LLC

J's HVAC Unlimited, LLC Reviews (1)

At Js HVAC, our utmost concern is ta*** care of our customers. We take a great deal of pride in providing excellent service, from the smallest job to the largest job. Every employee is instilled the importance of this and as a company, we train so that our
customers walk away with a positive experience. We realize that there are situations that may arise and customers feel as if they have been treated unfairly and as a result, we thoroughly review the entire process to ensure that we have done all that we could have done on our part. At the time of the initial service call for Ms*** our technician, in error, collected only a portion of the amount due. When our office (Kristin) explained the difference to Mr*** he understood and said that he would mail in the balance. Our technician performed an air leak test for the customer and did not see any indication that there was a leak. We were then notified by Ms*** that her brother-in-law did indeed find a lead, so we dispatched the technician out again, no charge to the customer. We were also called by the customer's realtor, Janice *** of *** Realty, who very rudely explained that she had "paid out of her pocket to hire another company to find the leak and that she was upset because she had money tied up in the situation". We found this odd, as we were just previously told that the customer's family member found the leak. At this visit, it was determined that additional work was to be completed to repair the leak and that was to be done by our Installation team. Jason ***, our technician, Tommy and Mr*** agreed on a price, Mr*** signed the proposal and they agreed that the work would be completed prior to closing. Closting of the home, according to what we were told, was to be on July 11, 2017. Our Install Manager was scheduled to review the job and schedule the work in the timeframe that we had promised. On July & 7, we began getting calls from both Ms*** and Janice ***, the realtor. Ms*** was demanding that we were to already be there and the job was to be taken care of, although our records indicate that Mr*** has already agreed that "as long as it was done prior to the closing, he was fine with that". We were right on schedule. Ms*** in error, began to argue with our Install Manager Mark ***, and insisted that he had already been to the home(which in reality was Jason *** who had been there). He listened as he was yelled at and to appease Ms*** agreed to re-work his schedule and come on out so that she would be happy. Mark went to review the job so that the Install team would have what was needed for the completion. Ms*** also called into the office demanding to know when we were going to do the work, and stated that we "better be glad Ms*** was loyal to our company because she would have hired someone else besides us". Again, we listened and ensured her that we had communicated with the homeowner and the job would be complete prior to closing, as agreed Once the job was complete, the Accounting department (Michelle ***) made a call to Ms*** to collect the balance due. She left a message on the machine for Ms*** to call into the office. She also contacted Ms*** to inquire when the closing was to be, to which Ms *** insisted that she email them directly to her. She told Michelle that Ms*** worked 3rd shift and that she would take care of them. Michelle again questioned when the closing was to take place and was told by Ms*** "that's none of your business" and hung up the phone on Michelle. A call was then made to *** Realty. Ms*** then called back again into the office, spoke with Mark *** the Service Manager, demanding the invoices be emailed to her. He wasn't able to do this so then another rep from *** Realty called in and left a message for us to email the invoices. We did not demand that Ms*** pay these, we simply inquired about the closing date. Ms*** then proceeded to drive to the office, threw her credit card onto the counter and stated she wanted to pay the balance due for Ms*** and that it had to be done/paid prior to closing. Again, we never demanded payment from Ms***. We had already left message for Ms*** to contact us at her convenience. Never have we been asked to adjust the bill, as they have been informed and agreed on both invoices. Since we have been aware of the situation, we have made several calls to *** Realty to discuss the issue (& have played phone tag with Deidre ***, the owner). Ms*** called into the office and requested to speak with the owner, Jamie ***, who is out of town until next Monday. Michelle, who normally handles situations when he is away offered to speak with Ms*** and she refused and screamed to the receptionist "she is part of the problem". Michelle has never spoken with Ms*** and was eager to listen to Ms*** at that time and correct any issues. However, Ms*** refused, then opted to file a complaint and resort to Facebook to speak poorly about Js without giving us an opportunity to correct the issues she had. We are willing to discuss with her a possible bill revision if she would be willing to speak with the Accounting department, Michelle ***. We are also still in the process of disussing the issues/concerns we have with Deidre/*** Realty in hopes that we can review the recorded calls and see what we can do

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Address: 130 Greyhound Rd, Mount Airy, North Carolina, United States, 27030-4885

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