Johns Plumbing, Heating & Air Conditioning

Initial Business Response /* (1000, 5, 2016/06/03) */
On May 25th customer called in with no a/cOur tech went to jobSystem low on refrigerantoffered homowner leak search but they elected to see how long freon would lastTech did a quick leak search (free of charge) on the indoor coil
Customer called back said no a/c againFound low on refrigerant againPut psig of nitrogen in unitExplained to customer would have to get more nitrogen to fill systemExplained our rate of $per hour for peopleHe Declined workWe did all this on 2nd trip for no charge

They are great! Prices are low and service is good

Initial Business Response /* (1000, 8, 2014/09/10) */
On March 11, Johns Plumbing, Heating & Air replaced the copper water lines under the house for
*** *** at *** *** ** in GreensboroThe quote for this job was $1400, paid in fullPex pipe was used in the replacementOn
August 10, we were called out to repair a water line leakThe leak was on a line that was inside the wall, not what we had replaced (and and a half years later)We could have replaced the copper drops in the walls, this would have been much more expensiveWalls have to be cut, then pipes replaced, then a carpenter has to patch the walls and then the walls would have to be refinished (paint, wall paper, etc.)We usually quote the plumbing for both ways, telling the customer that they would be responsible for patching the wallsI
can't tell you if Mrs *** was given the options or not, since it was over years agoI would assume so, but at any rate, she was only charged for replacing the lines under the houseWe warranty all our work for a full year (other than drain cleaning)
AS far as the invoicing copy question, in we switched all our techs in the field to Ipads for invoicingPrevious invoicing was done on paper invoices and re-entered into the computerHistory remains in the computerWe keep paper invoices for years (as far as signed tickets), then they are shreddedMrs *** got a computer entered invoice rather than a copy of a hand written invoice (which we no longer have)
Sincerely,
*** ***
Office Manager/
Corporate Secretary
Initial Consumer Rebuttal /* (3000, 10, 2014/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Johns Plumbing came out, before the pipes were replaced, when I was have problems with the coppers were leakingAfter the pipe was repaired the gentleman that worked on the pipe said that I needed to have all the copper pipes replaced and that it would cost about $I told him lets go ahead and do itThere was no mention other estimate of having to go into the walls and replace the pipesSince I am not a plumber and have no experience in plumbing I assumed that all the copper pipes would be replaced since that was what I was toldIf I had been told another price for replacing the pipes in the walls I would have paid itBecause it would make no since to replace the pipes in the crawl space and not in the wall where it would cause more damageThe only plumber I have ever used is *** Plumbing and I took them at their wordI when needed my heat pump replaced I call Johns and no one elseI have used them ever since *** *** first startedSo, when I was told that all the copper pipes had been replaced I trusted that it wasI even paid more than the $quoted because the gentlemen that worked on the pipes said it took longer
If Johns Plumbing does not want to repair the damage the least they can do is pay my $deductible and give back the $I paid for the repairs

Initial Business Response /* (1000, 5, 2015/02/17) */
The customer called in and scheduled service for 2-4-15. a service tech was dispatched to the customers home where he met with the husband. The husband explained that another company had been out to make repairs and they had installed a...

fan limit switch and then returned the day before we arrived to remove the part installed and refunded the money that was paid to them. Our tech proceeded to diagnose the problem and found that the heat exchanger had a hole in it and the part the first company had removed ( the existing part) was reinstall but not wired. After finding the bad heat exchanger our tech turned the gas of to the unit and advised the customer the unit was unsafe to use. He advised the customer to get carbon monoxide detectors also. The customer then told our tech that he had been having head aches every night. The customer indicated that they would like a price on a new system plus the cost of repairing their existing unit. Our tech explained that he would have an estimator come out to give the quote on a new system. I was scheduled to go out on 2-6-15 at 4:30 in the afternoon. I also met with the husband and he showed me the pictures of the heat exchanger he had taken when our tech showed him the problem. He also gave high praise to our tech for his technical ability. In my conversation with the husband we discussed the new DOE seer ratings and he ask me if I had brands other than Trane. I explained to him that in my opinion Trane made the best package unit on the market but I also told him we sold other brands such as Coleman and Bryant and Goodman. He ask for quotes on the Trane ,Coleman and Bryant units in 14 seer and said not to quote any 13 seer units. He then gave me his email address and ask me to send him the quotes. I then checked the duct system and left the property and worked on the quotes over the weekend and on Monday morning I emailed them to the husband. I received an email from the wife claiming she hasn't received any quote except what she called an extremely high quote. Then her husband sent me an email thanking me for the quotes and requested a quote on 13 seer units and the heat exchanger repair so I sent him a quote on the 13 seer in the same brands. Keep in mind that I have never met the wife and all of my dealings were with the husband. Then the emails started coming from the wife suggesting that our company was dishonest and a thief if we kept her $79.95 service fee. I explained to her that the $79.95 was exactly as she had stated a service fee. It is the charge for dispatching a service tech and diagnosing a problem. The service fee is not any part of the repair cost. She then started calling the office and talked to the hvac office manager and the hvac general manager. The emails and accusations got rather persistent from her so I talked with my managers and told them that I would like to withdraw my quotes because of her attitude and accusations. I just didn't feel like it was in our best interest or hers for us to pursue the contracted work. They agreed and I sent her an email to say that I was withdrawing my quotes and I preferred not to do business with her and I was sure she would prefer not to do business with us. I also informed her again that we were not going to refund the $79.95 service fee because she had in fact got exactly what she had paid for. Her suggestion was that we just go about charging customers the service fee and never intend to make any repairs. I will guarantee that no company can survive on service fees alone. I was there on a Friday afternoon and the husband informed me that the heat upstairs was working fine. While I understand the weather was cold we at Johns Plumbing was not their first choice in contractors and we wouldn't have been able to repair the existing system over the weekend because the parts had to be shipped from the factory with a 3-7 day lead time. We have been doing business for many years and we are not in the practice of cheating anyone. I would say that the husband was very nice and appreciative of our work and company process.
Initial Consumer Rebuttal /* (3000, 7, 2015/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The only reason calls were made to managers is because [redacted] could not be reached although he gave us his business card. After calling several times with no return phone calls from [redacted] we then spoke to the managers to explain it was cold and we had been with no heat and [redacted] did not get back to us in a timely fashion not did he provide us with cost for repair. We feel that it shouldn't have taken 2 separate people in one week to receive a quote to replace unit and not repair. In checking with other companies they were able to provide a quote with only having the model number/serial number of the unit. They could not do that in a weeks time. In addition we already knew the problem with our unit in that it needed a new heat exchanger which we told them. We didn't need someone new to come out to tell us that again so that we can spend another $80 service call fee. The first gentlemen assured me that the service call fee would go towards repair as we felt we didn't need to spend an additional service fee when we already knew the problem. We also didn't know it would take 2 people and wait an extended amount of time to get this repaired. As we explained to managee the temperture was 27 degrees at the time of call and we just needed to get our heat going. We don't think its fair to keep someone without heat for The amount of time this company did. If they had no intentions of fixing it or did not have the time to do immediately being that we were in the midst of cold weather they should have informed us prior to coming out, taking our $80 for a service call. We have never seen anyone do business this way. In addition their prices were astronomical in comparison to other quotes we received which thereby leaves us to believe they had no intentions of doing the work nor would they think we would accept these prices especially since I repair quote was not even provided. Only after the several phone calls was a quote for repair provided. We told them to keep their $80 and consider it a donation as we felt that it was not the actual money but the principle. They should have refunded our money as they knew how unhappy we were at how long they kept us waiting, how our calls were not returned etc. The manager assured us during our telephone conversation after our complaint with the Revdex.com that our money would be refunded nevertheless and that was never done. We consider this money lost. We had no problem paying for a service call however based on the above, we feel they should have refunded our money in good faith. Thank you. We will never do business with a company like this or ever recommend them. In all our years, we have never experienced service such as this.