James River Air Conditioning

The service engineer called ahead, arrived when he said he would. Personable, professional, obviously knew what to do. Did his inspection promptly, and we signed up for a maintenance contract. He had been recommended by a neighbor, and he lived up to his billing.

Kyle D., from James River Air-Conditioning, came to my home yesterday to repair my water leak in my water line that runs into our refrigerator/freezer. I actually requested for Kyle to come because I had used him previously and been very pleased with his service. He is polite, explains to me (in words that I understand) the problem, the cost to repair, locates the repair parts and then when he can return to repair. Kyle was quick to diagnose the problem but most importantly he repaired my appliances perfectly so obviously he really knows what he's doing!!! Again yesterday, after kindly picking up the part, he had my refrig. water line repaired to working order in no-time.

Had a great session with Crig who serviced my units and cleaned them. He was polite, pleasant, efficient and helpful. I would like to have him back again.

James River Air Conditioning is an outstanding company.
Many responsible technicians and prompt and courteous service.

Review: I received the Dominion Virginia Power rebate form 55 days after installation of a new Lennox heat pump and air handler. The form had to be post marked 45 days after installation to be valid, therefore I could not get the rebate. I have called James River Air numerous times to get this problem resolved. The first time I was told by the sales manager that they would "back date" the form so I could send it in and get the rebate. I haven't heard anything from them since. I have not received a new form from them. I wouldn't sign anything "back dated" anyway because that would be fraud. I called them again on 5/29/2013 and was told that someone would get back to me later that day. No one has called me back.Desired Settlement: I see only one way for this to be resolved legally. James River Air should write the check for the rebate and send it to me, and make sure they send it to my post office box since I do not have a mailbox at my house.

Business

Response:

To whom it may concern:

Technician was friendly and professional and quickly resolved issue with gas furnace

Doug T was polite and provided excellent recommendations and service on the spot! He wore his booties inside my house. And he was very good with my dog! His report at the end of his visit was very thorough. He explained all aspects of the work performed and discussed his final report with me. All of my questions were addressed. Doug is a pleasure to work with!

Excellent service maintaining my HVAC system.

Happy with maintenance service. On time, clean and professional.

Review: On August 14th, 2013, James River arrived to troubleshoot my HVAC unit. They determined that the unit had to be replaced. After giving me a quote on a new system,the technician failed to close the unit and put the screws and wiring back in the unit and leave the unit as he found it before he left.

When I called James River to send out the Tech to replace the screws, they charged me $332.00 to put the screws back in the system since I did not purchase their new system and was going to get other estimates for replacing the system.Desired Settlement: I do not think I should have been charged for replacing screws which were left off of my system by their tech. They should cancel the charge.

Business

Response:

[redacted] from the business called and stated that the complaint has been resolved and they did not charge for replacing the screws.

Consumer

Response:

The consumer stated that the complaint has been resolved.

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Great service. Very personable and knowledge. Great customer service.

Brian came out and was very pleasant. He told me my options but was not pushy. I would call them again.

John I. at James River has always been a great tech and when I need service, I always ask for him.

our install team showed on time and finished in one day. cleaned the area when they we're finished up.

The technician was very polite and was efficient with the service

J. T. was prompt, efficient and knowledgeable. He ID the problem and made the necessary repairs in less than 15 minutes.

Review: My upstairs AC was not blowing cold air and was not cooling our upstairs. We called James River Air to come out to give us an idea of what was wrong with it. The technician came to my house about two weeks ago. When he looked at the outside unit, which was installed in 2002, the first thing he said was that we needed an entire new HVAC system. He had not performed any diagnostics but told me my system was too old. We then went upstairs to our attic to look at the inside condenser unit, he told me the unit was from 1987, and that the real solution to my issue was, again, to install an entire new HVAC system. He briefly looked at the coils - again he ran NO diagnostics. We went back outside, where he did measure the freon in the outside unit, which he said was three pounds low. The reason it was low, he told me, was that there was a leak somewhere in the system, he had no idea where it was, and that even if he could find it you cannot fix a freon leak like you can in a car. You have to replace the entire system, he told me. I told him I was not in the market to do that because I knew how expensive it would be. His second solution was to replace the three pounds of freon in hopes that it would hold me for a few months. The cost was $501 for three pounds of freon and his service call.I have since researched AC units and called another HVAC repair service. These folks ran diagnostics first thing and found the leak in the system. They also told me that my inside condenser was actually a 1997 unit, that leaks CAN be repaired, that I do not need an entire new system, AND that the going price for freon is actually $79/lb. James River Air overcharged me nearly double the price of freon. The technician outright lied to me about fixing a leak in a condenser unit and he was ignorant or lied to me about the age of my unit. He ran NO diagnostics on my system during his service call. And he price gouged me on the freon. He clearly was only in the market to sell an entire new HVAC system.Desired Settlement: I would like my $501 refunded, based on the poor service during the call. He ran no diagnostics, he lied, and he overcharged me. I feel taken advantage of - and I consider their organization untrustworthy based on my recent experience with them.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].

Technician was very friendly and knowledgeable. Pricing is a huge issue and is not made clear at time of service call. A charge of 98.00 is just to get the TECH out to you, and that doesn't go towards any parts or labor. at the end of the day a simple thermostat cost my family nearly $500.00, that took 25 minutes to install.

My son advised me that he found water under the kitchen sink one evening. My husband and son could not turn the water off under the sink so my husband contacted James River Air's emergency number. He received advice on how to turn off the hot water in the house which prevented further leaking.
The following day, Tish arrived to cap off the leak. She suggested that we contact our insurance agent because she thought that the leak was worse than it looked. She was correct! We had water in the crawl space and damage to all of our lower cabinets. Luckily, what we don't have is mold.
I am very grateful for the advice received from James River employees. There service has always been exceptional.

Excellent service and great personnel.