NJR Home Services

Review: Before I begin, I would like to mention that all service representatives have been unfailingly polite, so I have no complaint there. Now for my issue:

I had problems with my air conditioning unit in May (seemingly resolved), then in August, when NJR informed me that it would be too expensive for me to fix the problem (after spending very little time searching for the problem). The company seemed more compelled to sell me an entire new unit (estimated at over $5,000) than repairing the unit I currently own. I am seeking services elsewhere, and I called them today (9/2) to cancel my service contracts with NJR (two for air, one for heat). They told me they could not cancel the service contracts because: (1) they were already paid in full, and (2) I only had thirty days to cancel the contracts. (Shame on me for paying in full!) I am very dissatisfied with this response.Desired Settlement: I hope that NJR Home Services will: (1) cancel the current contracts, (2) pro-rate the amount of money that we have paid for them, reflecting a credit in billing from this point forward, and (3) NJR Home Services will not automatically renew contracts in the future.

Thank you very much for your assistance.

Business

Response:

See attached

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: I called NJR to set up a service call for a clogged drain in my tub. I only have one bathroom and there are 3 peopleliving here. I explained I have stage 4 cancer and go for radiation everyday and therefore its urgent the clog get fixed asap they said the earliest they could come was thurs. the call was on sunday. they said I had to wait from 8am to 5pm I begged for faster service and smaller window. they said they could not. I said ok then on thurs I waited till 5:30pm and called to find out where the plumbr was. they said he wasnt coming till next thurs. I began to cry. I begged to talk to a manager they said she was not available I insisted on waiting. after about 30 min the same girl got on and said the best they could do was come today,Monday between 8am and noon. It is now almost 1pm I called and asked them where is the plumber. they said he was still at an earlier call. I said well can you tell me approx when he will be here. they said no. This in inhumaine and unacceptable. I need to shower and stay clean. who would wait this long? They were so phoney with their fake empathy I am dying and I cant even shower. I am extremely depressed. I have noincome so I cant afford a regular plumber Thats why I signed this service contract. Their service is unacceptable. I still dont know if they will ever show upDesired Settlement: I would like the clog fixed immediately and my money back for all the months I paid

Business

Response:

Review: NJNG Account Number [redacted] 1. Called NJRHS for tune up 5/12/14 - technician came out, said everything was good, tested system.

2. Turned on AC for the first time on 6/15/14, unit would not come on.

3. Made another appointment with NJRHS for 6/17/14, second technician came out,

a. Said Thermostat was bad, replaced it.

b. Said contactor was bad, replaced it.

4. After replacing these 2 items, packed up his stuff, said the "VTZ valve was clogged - this is the issue...", NJR Home Services does not fix this, and I had to call my local repairman.

5. Called [redacted] who came out Friday 6/20/14 - technician ran diagnostics, unit needed refrigerant, 6 pounds installed, unit came on, works fine.

6. Technician noted the port caps were left off the unit

Please perform the following:

1. Cancel my existing contracts effective immediately.

2. Refund $358.43 to me since this was work your technicians were supposed to do, but did not.

3. Call me at my home number when this is done.

I just attempted to resolve this over the phone, was being helped by a call back, then disconnected and they never called back.

Horrible - absolutely horrible.Desired Settlement: Cancel existing service contracts, refund $358.43 from additional incurred costs, refund 2014 contract costs to date.

Business

Response:

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The business replied promptly and rectified the situation.

Regards,

Review: I have a contract with NJR since 2010. I called May 11 and still have not had service on my ac. I was told on schedule for May 23. Never have I had to wait this long for a service call. Explained to me that no one is in my area to come. I didn't sign up for a contract that a repair can only be done when a repairman is in area.Desired Settlement: Better service

Business

Response:

See attched letter

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: [redacted]I contracted this company to replace an old boiler and remove electric baseboard heat and replace it with hot water baseboard heat. They sent two workers who did the job, and from the first day, the heat in my home did not work properly. I then had my inspections from [redacted] come and I failed the plumbing inspection because some of the work was out of code and the system did not function properly. I have had only partial heat since December 11, 2014. I contacted [redacted] Bona Fide Representative, ([redacted], [redacted], he personally told me that it was not piped correctly and set up a date and would send their best to come and complete the repairs in my home. Today January 21, 2015, they have sent the original two men to work in my home again. I am extremely unhappy, have been lied to on more than one occasion from this company. Everytime I try to call and talk to a higher up, I am told they are unavailable. I was charged 11,985.00 and to this date 40 days later I still do not have heat. I do not feel confident that this job will get done correctly, these two men were the reason I failed inspection in the first place.Desired Settlement: I would like some kind of compensation for the time that I have had to go without heat in the middle of the winter. I had to purchase electric free standing heat in order to heat my home. I also had to miss a day from work because I was told by [redacted] that he would come out to my home on Friday December 9, 2015 and he did not show up or have the courtesy to tell me he was not coming. Even though they are making an attempt to repair it today, I am sorry that I ever contracted this company.

Business

Response:

See Attached letter

Review: THIS IS A COMPLAINT OF BOTH SERVICE AND REPAIR ISSUES BUT YOUR FORM ONLY SELECT ONE SO THIS IS ABOUT THE SERVICE. I have a contract with your company to repair items if broken. My ac upstairs stop functioning Labor Day weekend. A repair person (I believe "Anthony") came & said I needed a brand new blower unit, but that he just gave his last new one to another customer. He asked me outside to show me the dirty, broken unit in the back of his truck as "proof" - although I didn't ask to see any proof. I merely asked if he could come back that day with a new unit. He said no - that it'd have to be later in the week since it was a busy holiday day, so I said, ok. But then he suddenly decided to check in my basement, & he said he thought he could fix it afterall, so he said he fixed &left. The odd thing was it seemed he wrote that he replaced my unit with a "new blower" which had to be IMPOSSIBLE. I called several times to clarify & spoke to someone, I believe named Peter. Peter said he would follow up, and he did, to a point. He called me back & explained to me that Anthony or another worker said they repaired or replaced with a new one - but I don't know if he actually spoke to Anthony directly or spoke to someone who just read back to him what Anthony had INPUT into the system. If Anthony did put an entirely new unit in, where did he get it from? Even giving him the full benefit of the doubt - maybe he only needed to replace a small part?? - still, it did not work, so he came back on another visit. He said he needed to add some freon and that NOW it was fixed. Nope. Still not fixed! Now, another technician came. HE told my spouse that, Yes, a new unit was indeed installed. (But #1) he was supposed to come between noon and 4 pm and he arrived just after 9 am and so, my husband, in the middle of a business call, reluctantly let him in). He left, saying unit seemed fine. But this week, the temperatures were warm out-high 70's - unit STILL broken. Spoke to Super...Desired Settlement: Cont from above: WANT REPAIRED! Spoke to Supervisor SEVERAL TIMES-once on prior visit, & again on Oct. 6. I believe his name was John B[redacted] ) pls check your records for exact name. MOREOVER, LISTEN TO ALL THE RECORDED MSGS, ESPECIALLY THE ONE FROM OCT. 6. I CONFIRMED WITH THE SUPERVISOR, NOT ONCE, BUT MULTIPLE TIMES THAT SOMEONE WAS GOING TO COME OUT TODAY, FRIDAY, OCT. 9 BETWEEN 12 AND 4 PM. HE CONFIRMED THEY WOULD COME DURING THE AFTERNOON & NOT THE MORNING AS THE PRIOR REP HAD DONE (IGNORING THE ENTIRE CONCEPT OF HAVING AN APPT!) & HE PROMISED ME THEY WOULD LOOK AT BOTH MY AC & HEATING UNIT OR PARTS TO ENSURE BOTH WORKED. I 'M USING ALL CAPS AS I'M INDEED UPSET! I spoke to this gentleman for many minutes - between 15- 3), I'd estimate, Today was hot/HUMID & THE TEMPS WERE PERFECT TO CHECK OUR UNIT. REP ON PHONE SAID NO APPT WAS RECORDED - WHY NOT??!! WHY IS YOUR STAFF NOT ACCOUNTABLE? NOW SOMEONE IS SUPPOSED TO COME TOMORROW SAT, BUT I WAS TOLD I HAD TO HAVE AN "ALL DAY APPT"

Consumer

Response:

Hello, I appreciate the Revdex.com's assistance in helping consumers with issues from businesses they patron in which the business itself is being uncooperative or unwilling to help until the Revdex.com intervenes. In the case of NJR Home Services, although they did not respond to the Revdex.com as noted below, they ultimately contacted me directly in an effort to repair my appliance (in this case, a central air conditioning unit) and are currently working with me to fully resolve the issue to my satisfaction. To that end, at this time, I would like to give the benefit of the doubt to the company and remove my complaint at this time. Kindly notify me when this has occurred. [redacted] thank you for your time and help.

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: They acquired a permit from township for air conditioning instulation. They did not install it. Now I m being billed on my njng gas bill and being sent disconnection notice. Told will take 6 months for township to give njr back money. In meantime I either pay for or get gas shut off. Don't know how/why [redacted] township issued 2 permits for my address for this anyway. Just a mess and I have to pay. No help from anyone. Insane.Desired Settlement: Would like njr and njng to stop billing me and remove permit charge from bill.

Consumer

Response:

Above referenced Complaint has been resolved. Please close.

Review: I pay for a service agreement with this company. When I call to make an appointment for a service call pertaining to plumbing there is a two to three week wait for an appointment. I called today January 24, 2014 because of a plumbing problem and the earliest appointment they gave me was for February 9. I have spoken to [redacted] previously regarding this unacceptable time frame for service calls from past experiences with this company. They collect the monthly fee from the consumers but they do not provide the service.

In addition, they claim on their website that they are a member of the Revdex.com, maybe that should be addressed also.Desired Settlement: I will accept a full refund for the past year of payments I made to them or appointments within a 2 day time frame which should be a usual and customary turnaround. Do they only have one plumber assisting all of these customers??

This company is falsely advertising their services, and if you read all the other complaints, there are many other customers out there who are not getting services.

Business

Response:

Sorry for the delay

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

So based on the response from [redacted] in his letter dated February 19, 2015, NJ Home Services will continue to have their customers wait a period of over two (2) weeks for an appointment to have any plumbing issues addressed? As far as the repairs listed in his correspondence provided by NJ Home Services, you can see that the the "Technician" is constantly returning to my home to repair issues that were not addressed correctly the first time. Do you think a "Flapper" on a toilet should only last less than 2 months? Is that the consumers fault? Are the "Technicians" just that, and not actual licensed plumbers as stated in the contract?

Review: I have a heating and cooling contract with NJR. Central Air went out after 2 days of seasonal service. I called today to set up a service appointment. First available appointment is 2 weeks out. When I inquired about the lengthy time frame I was told that there was nothing that could be done about the delay.

I have my elderly mother living in the home. The excessive heat is difficult for her breathing.

I pay a monthly service and feel that 2 weeks is a very excessive wait for a service call. Yes, I have the option to call another service provider at my own expense. I feel that that NJR is billing me a monthly fee and not able to provide a service in a reasonable and timely manner. I feel they are taking a fee for a service that they are unable to provide. I am not going to pay for a service contract when I need to contact another repair company at my own expense.Desired Settlement: I would like either a service call and repair within 2 days or a refund of the past year's service contract fee.

Business

Response:

See attached letter

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

They are correct that I was called immediately the next day and an appointment made

Regards,

Review: 7/72013 placed a service call for AC unit 17min before a real person reached-placed on back up for repairs

7/8/2013 called 7:30 am to check status told maybe today if not tomorrow. Ask to schedule appt told no.

7/9/2013 no call or show

7/10/2012 7:15pm called center to cancel service contracts-hired another company to resolve my issues and done in one day too!!!

conditions of coverage state:'prompt,efficient and couteous service. Response time shall be determined by scheduling priorites."

My major concern is the lack of communication and the excessive lack of response to my needs as a paying customer. This is not the first time I've had an issue with this company. Two years ago I went for at least four days before my furnance was repaired. So I feel that as a consumer when you're a paying customer you should at least be able to get services promised from NJR home services.Desired Settlement: would like some money towards my repairs if at all possible and of course full credit for money I've paid towards my service contracts that I have since cancelled on 7/10/2013. Thank you for any assistance in resolution of such operations. If not for me but for any future clients this company may sell their contracts for service.

Review: NJR Home Services have been to my home 4 times and are still are unable to fix my A/C unit. On the first visit the repairman claimed he charged my A/C unit with 9 lbs. of Freon but he would only charge me for 6 lbs. In addition he attempted to replace a 2 stage thermostat that had a dim back light. He tried to wire a single stage thermostat to my 2 stage system. He took everything apart trying to wire the incorrect single stage thermostat to my 2 stage system. After an hour he gave up and stated he would have to order the correct 2 stage thermostat. When he finished he told me the Freon would solve all my A/C problems. After he left I tested my A/C and it was still blowing warm air. On his 2nd visit he proceeded to install the 2 stage thermostat. He was having a hard time Installing the thermostat. The repairman did not know how to properly wires a 2 stage thermostat and as result he shorted out the transformer in my furnace. He replaced the shorted out transformer with an incorrect generic transformer. The transformer was not even bolted down properly and was a fire hazard. He left and I still had no A/C. I Called back NJR and they sent out a different repairman. The 3RD visit the new Tech ordered the correct OEM transformer. He also found the new thermostat that the other Tech installed was improperly wired and was defective and would have to order a new thermostat. He left and I still had no A/C. The 4th visit the tech returned with a new thermostat and transformer. My A/C was still blowing warm air. This Tech stated that he thought my (TXV) thermal expansion valve was broken and that I my A/C never needed the Freon. He also stated it was just guess about the vale and was not sure it would fix my A/C. He wanted $800 to 1000 to replace the valve and still wasn’t sure if it would fix the problem. The First repairman misdiagnosed the problem and I was totally ripped off for six pounds of Freon at a cost of $288.90. I did not need Freon I needed a new TXV valve.Desired Settlement: I want A refund in the amount of $288.90 for the Freon I did not need. The incompetent and poorly trained NJR Home Services repairmen charged me for Freon which I did not need. NJR misdiagnosed my A/C problem and charged me $288.90 for unneeded repairs. I was totally ripped of by the unethical repairmen for the unneeded Freon. After four service calls I still have no A/C.

I am a 100% disabled veteran and the stress of this ordeal has been terrible.

Business

Response:

We spoke with the customer and he informed us that he withdrew this complaint. I will follow up with a formal response if necessary.

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: lost air conditioner power tuesday july 16,2013 called njr ,wed am , stated no ac, wife on oxygen, both owners seniors. told we had to wait 5 to 6 days ! called later that day, stated they will come next day , and will call 15 minutes before arriving !. house is now 94 degrees, sick dog, dying could not move to hotel or family ! son stated he had a friend that repairs systems, came that night , surveyed the problem, we need a new condenser. will have one tomorrow ,thurs afternoon. following day after living with 97 degree night, we survived the vigil! next morning njr showed up ,advised him as to what had occurred, checked out the ac, concurred it was the condenser, have no idea as to what the cost! will call back within one hour ! no call, we called, no response! waited 4 to 5 hours told the man who was here day before to put in the new condenser,$1450.00. mean time still no response from njr. later that eve, njr quoted me ,, $ 2893.00 for condenser,, $4893.00 for coil and condenser!!you're kidding me!! their lies my story, now I wish to cancel my contract,, which I might add ,njr was here june 11 , 2013 , for service gave me a clean bill . ac was fine ! I now wish to cancel my contract! njr refuses to cancel till December! whats this all about ? I am paying $27.08 for nothing ?? I want to cancel and rebate !! thank you , for letting me respond .. [redacted] ps, my dog , my best friend ,had to be put down, three days later !!!!!!!!!!Desired Settlement: cancel my contract , and fair rebate if any ,, however I want to wash my hands clean now ! no more bills, no contract!