Complaints

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Really bad experience. We had James River come out for the 2nd year in a row to do the annual inspection. They claimed to have detected freon leaking in our air handler, immediately suggested we needed to replace our entire **** system.We were somewhat confused, because we were not having any issues with the heat or AC. They had their sales rep *** come by and talk to us. *** started out telling us all about himself, how long he's been in the business and shared a lot of information about his experience and showed us his pictures and then about 30 minutes later, I asked him if we can focus on the cost of replacing the **** system.*** then starts talking about how old our system was, how no good Trane is and how we really needed to replace our system before we get stuck in the summer heat without air conditioning.I asked *** to give us a quote on both repairing the existing system and a new system. As he's sitting there clicking away on his iPad, I mentioned to him, that we're going to get a 2nd opinion.He immediately looked up from his iPad, stopped smiling and slammed his iPad shut and said..."so you don't trust me"? I said, it's not that I don't trust you, I just want to get a 2nd opinion.He then got up and walked towards the door without saying a word about how much it was going to costs to repair or replace. I asked ***, are you going to give us an estimate. He kept walking and mumbled...the office has your email address, they'll send you a quote.My wife and I were very disappointed in the way he rudely got up and left and didn't even bother to give estimates, which was the entire reason he showed up.Come to find out, we had another **** company come out and didn't tell them what we experienced with James River, and they said our **** system was working perfectly fine and there was nothing wrong with it.Canceled our annual contract with them and tried to get in touch with **** to share our bad experience. Never got a call back or reply to email

  Business response

  07/18/2024

  To whom it may concern:  We have responded back to ********************** on this issue.  We will be refunding ********************** the full amount of $195 for the maintenance.  Thank you, ***********************

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installation 5/24/2024 Point of Dispute: Damaged house by removing attic louvres and wire mesh to install mini split condensate line with promise to repair. There is now a six square foot hole in the exterior of our house which has allowed wildlife (squirrels) to nest in our attic.***** with ****************, ****, and ***** at JRA to resolve issue. No resolution. No callback. No schedule.I have received five communications to leave a review for JRA and to agree the job has been completed.

  Business response

  06/18/2024

  Good Afternoon, 

  James River Air tried on several occasions to respond to **********.  ********** has a call blocker on his phone.  We have been able to reach ********** and have scheduled a to have the issues resolved.  The appointment is set for June 20th to make the repairs.  Once the work is completed, we will respond to confirm completion.  Thank you, **********************************

  Customer response

  06/18/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.]
  

  Before agreeing to work with James River Air I specified requiring contact from an official James River Air phone line for anything related to this project;  the specific reasons are unimportant, but for security of PII and the rising prevalence of fraud and scamming I only work with businesses through official channels.  The salesman, service rep, and back office person I spoke to all agreed and stated it would be no problem.

  That JRA waited three weeks (see attached picture:  Install Date 5/24, Call Date 6/13) to then use a number identified only as WIRELESS CALLER is flagrantly outside the terms of our agreement and still over a week and a half after squirrels moved into my attic.  ********** is trying to sweep this under the rug by scheduling a quick turnaround from the ********* but that will neither resolve my complaint nor my issue with this company.

  They damaged my home , then due to poor communication and scheduling allowed pests to invade my home through the damage they caused and would not/did not repair.  I lost working time spending twelve hours with the finance company and communicating or attempting communication with JRA representatives.  They caused my wife and I stress by placing our credit score in jeopardy had we not been proactive in contacting the finance company.

  I would prefer to settle out of court.  I never imagined my experience with JRA could be this awful given the great reviews and how excellent the service and install techs were.

  Items To Resolve

  + Fix Damage

  + $1000

  + Keep Warranty

  + Break Service/Maintenance Agreement

  
  Regards,
  
  *****************
  
  
  
  

  
  

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently purchased a new **** system from James River. My home has three **** units (one for each floor) and James River replaced the oldest one. During the installation process, a James River crew damaged an existing **** unit (not the one replaced). The crew was tinkering with the thermostat and an hour after they left, I noticed that the connection between the thermostat and the **** system was severed. The first floor of our house was freezing because the **** system wasnt producing any heat. James River claims that the thermostat was already damaged, but its too much of a coincidence that the damage emerged only one hour after their crew was tinkering with it. The damage may have been accidental, but Id like ********************************************* to repair or replace the thermostat free of charge. Since they caused damage to a customers home, they should fix the issue and undo the damage.

  Business response

  06/01/2023

  Good Afternoon,

   

  We have resolved the problem and the customer is happy. 

   

  Thank you so much! 

   

  **********************************

  Assistant to ******************* | James River Air Conditioning Company

  Customer response

  06/05/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *******************
  
  
  
  

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new Bosch HVAC system from James River Air in February 2022. On July 29th, 2022, we noticed our HVAC was not cooling. A technician came out on Saturday July 30th and identified the problem as a transformer that was not putting out enough voltage to the thermostat. He replaced the transformer and when he connected the thermostat it immediately flashed and he said, "I think I just fried your thermostat". He informed me about a half-hour later that a board in the air-handler had also fried and that James River Air does not keep that part in stock, and someone would contact me on Monday morning about the issue. I had to initiate the first call with them and was told the "parts guy" was aware of the case and would call me back. Four hours later I called back to check and was told the parts guy was not in the office. I did get a call about an hour after that from the "parts guy" who informed me the part was not in stock anywhere and was backordered from the *** indefinitely. Multiple phone calls later, I have still not been able to speak with a manager or supervisor to resolve this. I have been told multiple times that someone would call me back to discuss and have only heard from the parts department who tell me the part is not available.My wife has lupus and heat and humidity are triggers for flare-**** At this time of year in Central Virginia, the heat is brutal and dangerous for everyone and especially those with serious medical conditions.I am disheartened to read multiple reviews on the internet expressing these same concerns. If this is business as usual for this company, then I am probably going to move from "attempted" negotiation to litigation.

  Business response

  08/03/2022

  Due to supply chain issues on parts and supplies, we have worked with the manufacturer to install a new air handler vs a repair.  We are sorry for any inconvenience this has caused.  We consider this issue resolved.  Thank you

*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. ↩