Complaints

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• Initial Complaint

  Date:01/14/2025

  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.

  In early November, 2024, I asked Jones Electric to make a service call at my family cabin in DeSoto Parish, LA. The heating and AC system, which Jones Electric had installed themselves some years ago, was not working. This is not a warranty issue, as the original installation was some 10-15 years ago, and the system has been working until this past year. Jones Electric personnel showed up on time for the service call, and determined a part in the main outdoor unit of the system had failed. The primary representative for Jones advised that it might be difficult to find a replacement for this part, but he would check and let me know. I asked the representative to also advise me what my options were if they could not find the replacement part. Representative agreed to contact me the very next afternoon. I didn't receive a call-back from Jones Electric the next day. After approximately 3 weeks of waiting, I contacted Jones Electric to ask about the status of their looking for my part. I spoke to another of their representatives who had been on the service call (not the principle rep.), and asked that the principle rep. contact me. I waited about another 2 weeks with no response from Jones, after which I called them again. This time I spoke with the principle rep who'd made the service call. He sheepishly told me he had "forgotten" about the need to look for the part. He promised he'd investigate and contact me by phone the next afternoon. I received no call-back from Jones. I patiently waited another 3 or so weeks, until after the holidays, and called Jones again (3rd call) on Thursday, January 2, 2025. I left my name, phone number, and a polite request for them to return my call. As of today, January 14, 2025, Jones Electric has not returned my call. It is quite clear Jones Electric have no intention of attempting to help me resolve the failure of a heating system they installed. As a result, our family cabin has no heat this winter.

  Business Response

  Date: 02/14/2025

  We are very sorry that Mr. ******** issue has fallen
  through the cracks in our office.  Due to
  health reasons, we have undergone a significant transition in how our day-to-day
  office responsibilities are allocated.   We are a small, local business and often there
  is no one in the office during the day as all of our staff are in the field.
  That being said, we are very, very sorry that this has been
  neglected. This is not the perception that we want our customers to have of us. 

  
  The suction accumulator in the heat pump in the cabin is
  leaking and because of this the system has lost its refrigerant charge.  Replacing the heat pump unit alone is not an
  option.  There are two options to restore
  HVAC to the cabin.
   1). We can
  replace the accumulator and recharge the system.  Per Daikin Comfort, the
  accumulator is available from the factory with a 7-10 business day lead
  time.  
  2). We can replace the entire system
  (heat pump plus 4 indoor units) with a new Daikin R-32 system.
  
  We will be glad to provide pricing and carry out whichever option
  the customer chooses.  Please let us know how to proceed.

  Business Response

  Date: 02/14/2025

  I wanted to give a little more information that is not in my
  formal response to the complaint.
  We did not bill Mr. ****** for the call to find out what was
  wrong with the hvac mini-split system at their cabin.  There is no job that is actually “unfinished.”  We did not purposefully ignore him or his BBB
  complaint.  Unfortunately, it has been 3
  months since Mr. ****** contacted us and we often have to prioritize heating,
  cooling and electrical calls to service occupied dwellings first.  We have had some significant changes in how
  the office runs in the past few months due to illness.  Since we try to take care of as many customers
  as we can as quickly as we can, there is not always someone at the office to ensure
  that things do not get missed.  We are
  very sorry that this happened and would like the opportunity to start over with
  Mr. ******.