Complaints

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  24JUN10 C&J misled me regarding my request they use a recovery unit during operations. 24JUN13 I discovered their tech ruined the integrity of a condenser unit by not following established practices and wasted $700+ freon, twice. Management of the company refused to mitigate my losses when given opportunity to do so, all at my expense. I have a home bound 87yo mother in the house with temperatures outside in excess of 100 so I had to install window units soley as a result of C&J's actions. I hired C&J for their purported professionalism, not to provide them a training school whereby they could ***** with inflated prices for supplies and materials. C&J ******** were in excess of 200% on materials and 500% on supplies, take it or leave it, all during the duress of mother's suffering.

  Business response

  08/06/2024

  This response is in reference to the complaint that we received from *****************. On 06/10/2024 our technician who has over 10 years of experience went out to Mr. Hills home, after checking his system, he advised that the compressor was bad, which ************ did acknowledge that he thought that was the issue. ************ advised that he had a unit in storage that he would like us to put on for him. That condenser had been in storage for over 10 years and is over 15 years old. We did inform ************ that we could install that condenser for him but there would be no warranty through us at all. The technician hooked up the unit and advised ************ that it had zero refrigerant, at Mr. Hills request, our technician charged the unit with refrigerant. On 06/13/2024 ************ called back advising that the unit was not cooling. Upon arrival and checking the system, the technician located a leak on a service valve, which is not anything that we had previously or ever worked on. Due to the condition of the condenser that we installed, as mentioned previously, we do not warranty a used condenser, and cannot predict when or if any leak will occur or if any part will go out. ************ was aware of the risk he was taking with installing a used condenser. ************ also spoke to our office staff and service technicians in rude and derogatory ways. He made repeated statements about how he seemed to know more than us and how he was not going to be paying for training. Due to Mr. Hills actions and statements, I reached out to another local ************ to see if they were the ones who had originally told ************ they couldn't do the work. As soon as I mentioned Mr. Hills name to the owner, he grunted in annoyance because of the way ************ treated him and his technicians. That company owner said that he did not end up doing any work for ************ because ************ was trying to tell them how to do their job and like he did with us, spoke to him in a very belittling manner. While we have strived to maintain a very good reputation for over 30 years of being in business, we do know that we cannot please everyone. It is just unfortunate that it is someone like ************ who exaggerates and doesn't ever seemed to be pleased with anyone about anything can file a complaint against a business who tries their best to please everyone. 

  Customer response

  08/19/2024

  I apologize for not responding sooner.  My mother had to be rushed to the ** Sunday night, 04AUG2024. Subsequently, she had to be stabilized for required major abdominal surgery.  She has been in recovery since that surgery on Wednesday the 7th.  Though the BBB site says this case is closed, I thought I had 10 days to respond here and that the deadline was midnight tonight. 
  Regarding this complaint, I can not proceed adequately until C&J provide me an invoice for the work they did on 10JUN2024 as previously requested.  Further, in the interest of transparency and given C&Js response, I need to know their response authors full name as well as the name of others they have mentioned in the response.   

  Business response

  08/19/2024

  ************, we are so very sorry to hear about your mother. We hope that her recovery is painless and that she heals quickly. We did send over the invoice from the 10th, our apologies there, we were under the impression that it had already gone through. As far as releasing any names, for safety reasons for that company, we will not be doing so. Again, we hope your mother heals quickly and that this finds you well. 

  Customer response

  08/23/2024

  I am rejecting this response because:   

  Given C&J is going to anonymously hide behind and in the shadow of the BBB, Ill respond here the best I can.  C&J cites no sources in its derogatory responses.  Therefore, may we begin this process with C&J describing the procedures, step by step, and equipment they utilized at each service call relative to this complaint? I believe this may enlighten all parties and eliminate the possibility that C&J may have been a victim of internal fraud.

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩