Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/7/2024 this Johns A/C company charged me $100 for a service call as my HVAC stopped working. I choose this company because it was a family owned company, and I thought they were a fair business. They were neither fair, nor were they honest. I am 73 years old, hey severe diabetic taking insulin shots three times a day. I was told a gentleman by the name of **** would be my service man. **** and another man came to my home. After about three hours, they still cannot determine what was wrong with my air conditioning. They installed a new thermostat which they told me I needed, and that was supposed to be in the cost of $100. It is not a Honeywell thermostat as they told me it was. I was so upset I called the company and told them to please tell those people to leave and they did that. The next day, the owner came and he went outside and cut my foam padding that covered the copper wires completely off. He charged me $254 and change. He did no work whatsoever aside from telling me I should not live in this house because of my age, and that I needed a new HVAC system. I would like for them to come and check out this useless new thermostat, which I do not need and did not need. I was overcharged $154 plus change! He said I should be in a low income high-rise like he put his mother in, enter call him when I wanted to replace my HVAC system. He wanted an additional $600 for two copper wires that he said might solve the problem. He simply kept stressing over and over redundantly that I need a new HVAC system! I had three estimates and all three comfort representatives told me I should file a complaint with the Better Business Bureau after they saw how he cut the foam off the wires outside. They also assured me this is not a Honeywell thermostat that I was charged for but were supposed to be included in the hundred dollar service call! **** was insulting and demeaning to me about my age. I feel it was ELDER abuse to say the least! Also, overcharged

  Business Response

  Date: 04/16/2024

  Dear ******, my name is *****. I'm the office manager from ****'s A/C and in charge of ensuring customer satisfaction. First of all, I want to sincerely apologize for any misunderstanding and for you feeling like you were taking advantage of. That was never our intention and from what we have documented, not the case at all. From the moment you first called, you were very distrusting of all companies, stating that they were all crooks and had tried to take advantage of you in the past. We are a small family owned company, so when we heard this we wanted to ensure you were happy when we got there. We sent our service technician over along with a technician helper to ensure you would be taken care of. When the techs got there, they took their time diagnosing the system to ensure that they didn't rush to any conclusions. Once they found their diagnosis and let you know what was wrong you approved the work. Then, like you stated, you got extremely upset and called the office. Once you called the office, you spoke with ********, the owner's son. *************************** all your frustrations and really sympathized with what you were going through. He even cried on the phone with you and promised to help you in any way possible and ensured you that if you gave us the opportunity we would make sure we could take care of your A/C issues. The technicians left and we sent **** there a few days later to finalize the diagnosis and resolve the issues. Unfortunately, like you stated, **** was not what you expected. I can assure you that ****'s intentions were never to make you feel bad about your age or commit 'elder abuse' as you stated. He simply suggested things that have helped his mom and was worried for you because you seem to be going through a lot of things on your own. He was just trying to suggest things that might help take some things off your plate, which we now realize, he should not have done. Like I stated earlier, we are a small family owned company and like to build close relationships with our clients. Unfortunately in your case Ms.******, you did not appreciate that, and we sincerely apologize for that. **** truly did not mean to overstep and he sincerely apologizes for making you feel that way. We are not a perfect company and make mistakes, but if you would have called us directly we would have done everything in our power to rectify the issue. Customers are our number one priority and because of this we would have ensured that any complaints would be address properly and timely. We are really saddened that you chose to go this route and file a complaint with the BBB. We take pride in our family business so when things like this happen and you choose to go this route, we take that to heart. While we obviously can't change your mind about us, we will take this as a learning ****** and use it to improve our family business that we have worked so hard to bring forward. We apologize that we weren't the company for you but hope that you can find a company that meets your expectations and makes you feel comfortable. If there's anything else you need from us to resolve this issue, please feel free to call our office and ask for me. I'd be more than happy to discuss how we can further fix this issue for you. From our family to yours, we wish you the best. Truly. 

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21452413
  
  I am rejecting this response because:
  Saying, I am sorry, does not fix the situation of the overcharge that I incurred!  I respectfully request that you send me a check for the amount you charged me over the $100 that I was told it would cost from the two technicians that you sent to my house.  **** did nothing whatsoever for me except insult me and tell me that I need to pay him another $600 for him to repair my unit I had already been told by the two former employees that they could fix it for $154 more.  Im sorry does not solve my problem.
  Sincerely,
  *************************

  p.s.  I have purchased a new unit at a cost of $7500 and its a crying shame that **** is such a horrendous person because he missed out on that sale by insulting me and telling me that I should live in a fixed income high-rise, which is nothing more than a warehouse where one goes to die.  He had no right to comment on my age or tell me about what I need to do with my own life in my own business!

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