Jones Electrical Contractors, Inc.

Review: In early spring of 2007, I purchased a [redacted], Model number [redacted], Serial number [redacted] from Jones Electric of Brodnax, Virginia. The unit was paid in full by my homeowner's insurance.Unfortunately, the unit has not performed well since I have had it. To begin, my first call was January 28, 2008, with calls every year after that to the present time of 2014 to Jones Electric in Brodnax, Virginia. I have been attempting to get service from this unit, ever since I have had it, without success. I even asked for a new unit after my third call to Jones Electric.With my constant calling and parts replacement for the past 6 years,and after my warranty has ran out, I was told, I had bought a lemon and they have done all they can do.Desired Settlement: A brand new working unit with full warranty.

Business

Response:

We truly do regret that one of our customers feels dissatisfied with our service and equipment. We strive to provide topnotch installation and service including excellent customer service. We have been aware of this customer’s issues and have done everything within our capacity to rectify the situation. Since installing the unit, we have returned every time she called for repair, as detailed in the history below:

The unit was installed in May 2007 with a 5 year compressor and parts, 1 year labor warranty. We returned to replace the compressor that was under warranty on 2/5/08, at no charge. On 4/18/08 we replaced a condenser fan blade at no charge under warranty. On 2/11/10, we returned to trouble shoot the unit because it was freezing up, not an uncommon problem with heat pumps, we found that the coil was dirty, according to our records the unit had not received any recommended service maintenance, the unit was de-iced and operation inspected, there was a charge of $134.00. On 6/8/11, we installed TXV, vacuum system, checked for leaks, etc. all at no charge to the customer, even though the labor was no longer under warranty. On 3/15/12, we installed leak seal, recharged and replaced condenser fan motor, tested and inspected operation, the condenser fan motor was under warranty, the customer was not charged anything for labor, refrigerant, EZ seal. On 4/9/13, the system was freezing up, we repaired a leak and recharged the unit, we did not charge the customer. On 3/5/14 and 3/21/14, a bad defrost board was found, however, the customer was not charged. On 3/25/14, the control board was replaced at no charge. On 4/4/14, the defrost control board and condenser motor needed to be replaced and the customer was not charged. (At this point, we believe these board replacements may be due to a bad batch of boards provided by the manufacturer).

As shown here, we have consistently extended ourselves to service our customer. We understand the customer’s frustration at having to repeatedly call for repairs on this unit. This is an unusual circumstance for our company as well. In 2008, our distributor’s technical service manager was asked to inspect the unit. He visited the customer in 2008 and suggested the return air be increased and that it was not the equipment. Following his suggestions, we enlarged the return in April 2008 but continued to have mechanical issues with the equipment.

In April 2014, the customer asked about possible replacement of the equipment, she was directed to contact our distributor. Our distributor issued a “one time good faith warranty” for parts (for the April 2014 repair), but not labor and denied the customer’s request for a new unit. We have taken responsibility for labor continuously beyond the one year warranty and parts after the 5 years warranty expired. This has added up to a significant amount of expenditures to our company.

Here at Jones Electric, we go to great lengths to please our customers. We do apologize for the trouble and inconvenience this has caused. We are not satisfied if the customer is not satisfied. It is our intent to never let the customer feel we are not here to help. We have diligently worked to resolve this issue and will continue to work with her as needed in the future.

Consumer

Response:

I have reviewed the offer 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 never said, I didn't receive the service from Jones Electric. What I am saying is, all the times they had to come out to repair this unit. It was just installed in May of 07. It should have completed one year of service without any problems. Every year refridgrent had to be added until this year, 2014. Another control board went bad on April 11, so that is three (3) control boards within three (3) weeks of this year. I have continuously asked for replacement for this unit and they just ignored me.

Regards,