Jones Heating & Air, LLC.

Revdex.com: 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 The business [redacted] contacted me by phone yesterday, 02/18, however I was unable to answer and called back not long after and left a messageI think we played one more round of phone tag but ultimately we were unable to speak with one anotherWhile I agree when the business [redacted] says higher electric bills are expected (including his own) during months with extreme temperatures, my bill was $higher than ANY month before during the few years we've lived hereThe month before was about $higher, as well, although our new system was installed during the second half of the billing periodThe "extreme" temperatures occurred only for a few days at a time and, according to historical weather data the average low temperature for this month was actually higher than the average low temperature for all time ( [redacted] )And the average high for the month was actually higher than the all time averageJanuary, was the coldest month of according to the dataThis also happened to be the month of our highest electric bill ($280, nearly $less than what I'm disputing)During February, our bill was $It should be clear that had my heating system been set up properly (to include the proper amount of refrigerant, which the business [redacted] does not mention in his previous email, and correct thermostat settings) our bill should have been even lower than $Now, I can't take into account the efficiency of our new system compared to the old one, but I would imagine that a brand new system would be much more efficient than a failing 10+-year-old systemAgain, had the refrigerant been at the correct level the heat pump would have functioned normally and the auxiliary heat, which draws quite a bit more electricity, would not have activated nearly as much My extremely high electric bill is a DIRECT result of the business neglecting to make sure the equipment was installed and set up properlyMy hope is that this is addressed sooner than laterI spoke with the [redacted] a few days ago and offered another means of closure if they were still unwilling to provide a cash or check refund: cleaning of my three return ducts and a dryer duct (I purposefully left out the 30-some floor and ceiling register vents/ducts)Regards, [redacted] ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below[Provide details of why you are not satisfied with this resolution.]
Regards,
*** *** Good afternoon,
I just wanted to let you know that the business owner of Jones Heating and Air contacted me by phone *** today, 02/22/at 1135amWe discussed the alternative option of cleaning my three return ducts and dryer vent in order to mediate this issueHe stated he would have to send his manager, ***, out to determine the amount of work necessaryBut, before doing this, he asked that I drop my complaint through the Revdex.comI declined and explained that I would drop this complaint ONLY when I am satisfied with their servicesI said my intention was not to damage his company's reputation but to be taken care of as a consumerI added that I could contact the Revdex.com and let you know about him setting up this service as a show of good faithHe said it was not necessary for me to contact the Revdex.com regarding thisA short barrage of back-and-forth arguing then ensued with he and I understandably trying to explain our points to one anotherI told him we were essentially wasting time and that I wasn't going to budge anymore than I already had ($is more than reasonable to mediate this)Again, he said that I would have to drop this complaint before he sent his manager out to appraise the workAnd again, I told him that I wasn't dropping it until either the work was completed or I received a refundHe responded something to the effect of, "Alright, have a good day," ending our conversation and leaving me wondering what his next intentions are
I would have sent this to you by way of the online dispute resolution website, but couldn't find a way to do so (as I would like the business owner to be able to read this, as well)So, if there's a way to do this please let me know
Thanks,
*** ***
Complaint #***

Dear Revdex.com:
In response to the complaint against my business on 2/13/14, I would like to address and be able to get this resolved as soon as possibleOur normal
protocol, is that any issues or complaints are directed to my *** *** *** or *** *** who responds to the customer in a timely fashionA lot of questions and or concerns can be handled by my ***sIf they can not get the situation resolved, then I will step in to help get resolutionI was told that the customer was complaining of an unusual high electric bill after our installation and I did not think that was "not"due to the extreme cold weather we were having and everyone's electric bill had gone up including my ownHeat Pumps had a hard time keeping up with the demand of the house with the temperatures we were having and it causes them to run more than usualWe recommend that the customer always call as soon as they have the slightest concern about their system to avoid problems such as this
As for the situation with the thermostat; our installers should have shown the customer how the thermostat works and asked the customer which program he preferred as there are several different ways to program a thermostatIt's the customer's preferenceThis has been addressed and should not happen again.
I have reached out to the customer and are in hopes that we will get this resolved very soon

On Saturday 9/9/16 our outside AC unit fan stopped working. I called my current HVAC heating and air company and left a message to tell them the machine was not working. They never called me back, I ended up having to call Jones heating and air. They were the most reasonable priced for an emergency service I could find. The staff on the phone were super pleasant to work with. As it was explained to me that folks who have a service plan with Jones get first priority and that not to worry, I would be seen that day. They came out on a very hot day around 5:30 and fixed the capacitor on the outside unit, they were very professional, very friendly (shock to me as I figured helping folks all day on a Saturday in the hot heat, and me being perhaps the last customer of the day, still they remained friendly and polite) they were very quick and they charged me less than what my current service provider would have cost. The new part to the outside unit is working great. After 2 days my current provider called and asked what the emergency was. Can't tell you how disappointed I was about my own service provider but I can tell you after doing some research, Jones has the best deal in town and they make you a priority- as it should be. I will be switching to Jones! Thanks so much!

Revdex.com:
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.
 
The business [redacted] contacted me by phone yesterday, 02/18, however I was unable to answer and called back not long after and left a message. I think we played one more round of phone tag but ultimately we were unable to speak with one another.
While I agree when the business [redacted] says higher electric bills are expected (including his own) during months with extreme temperatures, my bill was $150 higher than ANY month before during the few years we've lived here. The month before was about $30 higher, as well, although our new system was installed during the second half of the billing period. The "extreme" temperatures occurred only for a few days at a time and, according to historical weather data the average low temperature for this month was actually higher than the average low temperature for all time ([redacted]). And the average high for the month was actually higher than the all time average. January, 2013 was the coldest month of 2013 according to the data. This also happened to be the month of our highest electric bill ($280, nearly $150 less than what I'm disputing). During February, 2013 our bill was $235. It should be clear that had my heating system been set up properly (to include the proper amount of refrigerant, which the business [redacted] does not mention in his previous email, and correct thermostat settings) our bill should have been even lower than $280. Now, I can't take into account the efficiency of our new system compared to the old one, but I would imagine that a brand new system would be much more efficient than a failing 10+-year-old system. Again, had the refrigerant been at the correct level the heat pump would have functioned normally and the auxiliary heat, which draws quite a bit more electricity, would not have activated nearly as much. 
 
My extremely high electric bill is a DIRECT result of the business neglecting to make sure the equipment was installed and set up properly. My hope is that this is addressed sooner than later. I spoke with the [redacted] a few days ago and offered another means of closure if they were still unwilling to provide a cash or check refund: cleaning of my three return ducts and a dryer duct (I purposefully left out the 30-some floor and ceiling register vents/ducts).
Regards,
[redacted]

On 2/22/14, after the original conversation with [redacted], I later contacted him again and left a message on his voice mail asking him to contact the office on Monday morning to schedule his service. He had not called that morning; therefore, that afternoon my [redacted] contacted him and his service has been scheduled. We look forward to servicing him.

On Saturday 9/9/16 our outside AC unit fan stopped working. I called my current HVAC heating and air company and left a message to tell them the machine was not working. They never called me back, I ended up having to call Jones heating and air. They were the most reasonable priced for an emergency service I could find. The staff on the phone were super pleasant to work with. As it was explained to me that folks who have a service plan with Jones get first priority and that not to worry, I would be seen that day. They came out on a very hot day around 5:30 and fixed the capacitor on the outside unit, they were very professional, very friendly (shock to me as I figured helping folks all day on a Saturday in the hot heat, and me being perhaps the last customer of the day, still they remained friendly and polite) they were very quick and they charged me less than what my current service provider would have cost. The new part to the outside unit is working great. After 2 days my current provider called and asked what the emergency was. Can't tell you how disappointed I was about my own service provider but I can tell you after doing some research, Jones has the best deal in town and they make you a priority- as it should be. I will be switching to Jones! Thanks so much!

Review: During the month of November, 2013 my upstairs air handler/heat pump was not working properly. I contacted my home warranty company who contracted Jones Heating and Air, LLC located in [redacted] to check for and fix whatever problem existed. During the check the air handler/heat pump system was found to be defective and a full replacement was authorized and paid for by my home warranty company, minus a $465 max service charge to Jones Heating and Air, LLC to cover miscellaneous add-ons and parts which I had to pay for out of pocket. On 11/26/2013 at approximately 1000 am two technicians from Jones Heating and Air arrived and began removing the old system. By almost 5pm the old system had been removed and the new system was in place. By this time a third technician had arrived, although I don't believe he did anything more than provide a small bit of assistance to the other workers. Anyhow, it had begun to rain and I could tell that the technicians were eager to leave. I remember one of the original techs having a problem with installing an emergency drain valve cutoff switch, which was put in without me being asked and without prior authorization (it cost an extra $90). Within a few minutes he said he had fixed the problem, quickly checked the system, and had me sign an invoice after I provided him with a $415 check (I requested that I dispose of the old system myself and they deducted $50). The techs then immediately left without going over the new thermostat's operating instructions with me (this would be important later on) or leaving me with an operator's manual. The technicians all seemed somewhat personable and I believe that had they not rushed, most of the problems I experienced within the next two months would have been remedied before they even became an issue. During the next two months I began to notice that the upstairs air handler fan would constantly run, even when my home's interior was up to temperature. I also noticed the unit was regularly operating in auxiliary heat mode. We experienced some rather cold days during the month of December, however I thought it was odd that the system would continue running. I'm no HVAC technician so I didn't think it was a huge concern until I we received our first electric bill after the install; $308, when the most it has ever been was $280 (that was during the back to back blizzards we had a few years ago). This led me to believe something MAY be wrong. I decided to wait a couple more weeks just to make sure I wasn't being overly concerned or paranoid. We got our next electric bill towards the end of January, 2014 and it said we owed $424, which is nearly $150 more than we've ever paid. I checked with my neighbors who have similar sized houses built during the same period as mine and with two separate units. All of them reported their bills being no more than $275 for the past couple months. I noted that the fan was still continuously running and that the air leaving the vents felt unusually cool. I then contacted Jones Heating and Air, LLC once again and on 01/30/2014 technician "[redacted]" arrived at around 900am. [redacted] checked the thermostat (I watched him press two buttons simultaneously to access the thermostats settings menu) and found two settings not correctly set. [redacted] explained he found the "System Type" not correctly set to "5" and that the "Auxiliary heat control" was set to "comfort" and not "economy." This would have been useful information to know beforehand and I would have appreciated it if the original technicians would have gone over and correctly set these settings before leaving. Furthermore, [redacted] checked the refrigerant level in the system and found it to be 1.5 lbs below what it should have been. He tested the system for leaks and found none, which means (and [redacted] agreed) that the original technicians not only failed to set the thermostat to the correct settings, they also failed to charge the system with the correct amount of refrigerant. [redacted] explained that due to these errors the outside heat pump was not functioning as it should; the system was almost always working off the heat strips, or emergency heat (which draws much more electricity), and the fan would continuously run. I watched [redacted] set the thermostat to the correct settings and I believe he did a thorough job with making sure my system was functioning properly, as well as explaining everything to me. Since then (as of 02/13/2014) I have noticed that the fan only runs when the system is heating (which is to be expected) and the emergency heat hasn't turned on once, despite frigid temperatures. I contacted Jones Heating and Air a few days after [redacted]'s visit and fix and inquired about a partial refund. I didn't expect them to pay for the last two electric bills, but I did expect them to make sure their customer was completely satisfied despite their technician's negligence. [redacted], a [redacted], contacted me on 02/04/2014 and relayed information to me from the [redacted], who refused to contact me himself. [redacted] said the best they could do was to provide me with one free service call worth $115. He said the [redacted] would not even consider a cash refund of any kind and I requested that he ask the [redacted] anyways, since this service was nowhere near equal to the loss I had experienced. (I also have a contract with another company, so this is essentially useless to me.) He said he would and that he would call me back the next day, 02/05/2014. I didn't hear from him for a week and on 02/12 I called him back to inquire on whether or not the [redacted] would consider a refund. I even said I was requesting only $150, which was the difference between my last bill ($424) and my most expensive bill previous to the install (just shy of $280). He again said the [redacted] would not allow a refund, regardless, and nothing else was offered.Desired Settlement: I would be happy with a $175 cash or check refund. Any other service would not be beneficial. I believe this covers the difference in what I would have paid the LAST TWO months since the original install. Otherwise, I plan to file a suit against Jones Heating in Air, LLC for compensatory damages, as well as punitive damages, to ensure they refrain from negligent business practices in the future. Jones Heating and Air, LLC is currently located at[redacted]

Business

Response:

Dear
In response to the complaint against my business on 2/13/14, I would like to address and be able to get this resolved as soon as possible. Our normal protocol, is that any issues or complaints are directed to my [redacted] or [redacted] who responds to the customer in a timely fashion. A lot of questions and or concerns can be handled by my [redacted]s. If they can not get the situation resolved, then I will step in to help get resolution. I was told that the customer was complaining of an unusual high electric bill after our installation and I did not think that was "not"normal due to the extreme cold weather we were having and everyone's electric bill had gone up including my own. Heat Pumps had a hard time keeping up with the demand of the house with the temperatures we were having and it causes them to run more than usual. We recommend that the customer always call as soon as they have the slightest concern about their system to avoid problems such as this

Never use this company!! This company was installing AC units and vent pipes when house was build in 2012.
1) We moved into the house in 2014 and first things what happened it is leak in the attic because pipes was not glued. Then we had a fire after which new line set of air conditioning units have to be installed.
2) After installation we start to hear some noise on the second floor. it was a new line. New line inside the wall was not attached to the wood and it was moving and making the noise.
3) After this we find out that fan in the bathroom is not working. Because the pipe was never typed together. It was just snapped in but not typed.
4) The last and big things that condensate line was not glued Inside the wall in the basement. And all our basement is flooded. Find out later that two elbows for PVC pipe was not even glued together. And every time when be called to Jones heating and air the tell us " it must be somebody else did this after us"