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:03/02/2023

  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.

  Date of service: 29 July 2022. Amount: $130.00. The business was hired to perform an annual service on a central air conditioning system. The technicians turned off the compressor and never turned it back on. Once they left, the system began to blow hot air. In communicating with the owner of the business (who never stepped foot on my property), I was informed my thermostat was faulty and that I needed a new thermostat. He made this determination solely based on a picture of the thermostat I texted him. Since the system was working fine prior to the service, I was not convinced the thermostat malfunctioned in the 30 minutes they were at my home. Thus, upon inspecting the compressor outside my home, I realized it was not on. The business returned to my home several hours later to turn the compressor back on. It reached almost 90 degrees in my home during that time. I spoke with the company and was only offered an apology.

  Business Response

  Date: 03/22/2023

  This customer has been nonstop harassing ** for the past month or so. He is going all over every social media page, messaging me, sending us letters going to the BBB you name it hes been there negatively speaking about our company. I will explain our side of the situation and include copies of text messages that prove our side.
  
  Back on July 29th 2022, we received a request for a preventative maintenance on ************** system. We arrived on the 29th and provided the services for his system. As shown in the included pictures. We even gave him a 10% military discount for his services. Our technicians completed the work, and explained to ************** that it would be in his best interest to upgrade his thermostat so his system would work better. in the end, he did not want to replace his thermostat so we moved on from that. Then ************** called ******************************* to explain his system was not working properly after our technicians left. **** then asked him to check all the switches on the system to see if they mistakenly forgot to turn them back on. ************** found that the compressor switch was left off by mistake. **** sent our technicians back and they switched the system back on and confirmed that his thermostat was indeed still working, also as seen in the text messages provided. ******************** was satisfied with all work completed. He paid us $130. He was so satisfied with our work that he actually requested that we come back to do additional work, not related to what we had already done. If ************** was dissatisfied with our service, then why would he request us to come back to perform additional work. We did not have time to go back and perform any additional work, and that was the last of our communication with ************* up until about a month or two ago. He never once told us he was dissatisfied, he never once asked us for a refund months ago. We had a customer go online to praise us with a positive post on a local ******** page. This is 7 months AFTER our last communication with **************. ************** then started to comment under this customers post, saying negative and accusatory comments and about **** and slandering our company. He called ******, a *****, said our company was a scam, said we are all crooks, as shown in the pictures provided. I then engaged in conversation with ************** on this post, trying to figure out what he was so unhappy about. I asked him if we could go off-line and talk about it to try and come up with a resolution. We spoke verbally on the phone, and not at one point did he ask for a refund. When I hung up that phone call, I was under the impression that he was satisfied with the outcome of our conversation. It wasnt until hours later I saw that he went back onto the post saying that we shouldve offered him a refund. We shouldve offered him free services etc. and that he shouldnt have to ask for it. I once again went off-line to private messaging to ask what was going on and why he was continuing to speak negatively about us. At that point is when he demanded a refund. When I told him that we will not be providing him a refund, he then threatened us with a lawsuit. He has been nonstop harassing us for weeks on every social media page, messaging, sending us letters in the mail and just wont stop. Originally I had told him maybe we screwed up by trying to sell him a thermostat that he didnt need but as we went through all the text messages. Originally I had told him maybe we screwed up by trying to sell him a thermostat that he didnt need but as we went through all the text messages, I realize that was never the case and we at no point actually made ANY mistakes. So at this point, we will not be refunding him at all.
  
  Here are the pictures for proof. Please feel free to reach out to me if you have any further questions or concerns.
  
  
  Thank you!
  *************************;
  

  
  

  Customer Answer

  Date: 03/29/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

   

  The response from the business only serves to demonstrate the businesss unprofessionalism and dishonesty. I have left reviews of the business on ************* and social media sites. That, in no way, constitutes harassment. In fact, harassment is a crime per Massachusetts General Laws, Part IV, Title I, Chapter 265, Section 43A, and it is troubling the business is accusing me of a crime without any evidence.
  
  In regards to the work, from the moment the business entered the residence, they solicited for the sale of a new thermostat. Despite my declination, they continued to attempt to sell me a new thermostat. During the course of the visit, the technicians turned off the compressor and never turned it back on. Once they left, the system began to blow hot air. In communicating with the owner of the business (who never was at my property), I was informed the thermostat was faulty and that I needed a new thermostat. He determined this simply by me texting a picture of the thermostat to him. Since the system was working prior to the service, I was not convinced the thermostat malfunctioned in the approximately 30 minutes the business was at the home. Thus, upon inspecting the compressor outside the home, I realized it was not on. The business NEVER told me to inspect the compressor this was something I did on my own. It is my assertion that the business purposely left the compressor off in an attempt to sell me a new thermostat I did not need. Further, there is no evidence the business performed any routine maintenance or annual service on the system. The business returned to my home several hours later to turn the compressor back on,during which time the temperature rose to almost 90 degrees in the home.
  
  I attempted to reach the business several times afterwards, but calls were never answered or returned. It wasnt until I learned of the business owners presence on ******** several months later that I was able to engage the business regarding my experience.
  
  I spoke with the business and was initially only offered an apology, but after some communication, they agreed to process a refund for the service in the amount of $130.00. However, once the business learned a complaint was filed with the Better Business Bureau, the business reneged on the agreement to process a refund. See attached conversation with the business where they agreed to the refund and then refused the refund after learning of the BBB complaint.Further, the business tried to coerce me to remove the BBB complaint before issuing the refund.
  
  According to Massachusetts General Laws of Consumer Protection, Chapter 93A, Section 2,deceptive and unfair practices are unlawful. Due to the deceptive and unfair practice I have been subjected to, I suffered emotional and financial distress by having to move people and pets from the home during a heat wave because of the system not cooling the home. I believe a refund in this case is more than justified.
  
  Thank you.

  
  Regards,

  *************************;

  Business Response

  Date: 03/31/2023

  I have picture proof of you admitting FROM YOU that you agreed that while our technicians were there, your thermostat was indeed malfunctioning! We suggested twice that you replace the thermostat and you did not want to so we left it alone. We did not pressure you at any time to replace the thermostat. This is something that youre making up to get money back. I also have proof that the work was completed and you were happy!! You even stated that our guys were awesome

  clearly this is just your tactic to gain money. I am done engaging with you at this point.

  Customer Answer

  Date: 04/04/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  Another lie. I never admitted the thermostat was malfunctioning. If it was malfunctioning, why was the system working before the business arrived and why was it working after the compressor was turned back on? In fact, the same thermostat worked for the rest of the summer. Surely the system would have issues if the thermostat was faulty. This only serves to further prove that the business was only interested in trying to upsell me a thermostat I didnt need, and that they engaged in unethical business practices (leaving the compressor off) in order to try and defraud me.
  
  Any accolades given to the company was *before* I knew they left the compressor off in an attempt to sell me an overpriced thermostat at the tune of over $200. Again, these emotional, knee-jerk responses from the business only serve to paint them in the light of an unethical, unprofessional business.

  
  Regards,

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

   

   

• Initial Complaint

  Date:11/13/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We contacted **** *************************** on Oct. 3 because our system wasn't heating. **********************, the owner came the following day to inspect the system. Then, after a service call charge of $150 he mentioned the the unit had a bad circuit board. The cost to replacing the circuit was $600 and installation cost was $300. A total of $1,050, which we paid immediately upon completion of the service. However, on Oct. 20, just a little more than two weeks after the initial repair by **********************, the heater stopped working again. He then replaced the same circuit board again. And again on Nov. 9, the heater stopped working. That day, ********************** didn't bother top stop by our house. He responded via text and said he was ordering a different part. We proceeded to get a separate assessment from another company costing us an additional $150. After a thorough review, the company mentioned the issue with our heater wasn't related to a circuit board. But there was a separate part that needed to be replaced that was causing the circuit board to malfunction. We've asked ********************** for a full refund given his incorrect assessment twice to our heating system and additional cost incurred while still not having a heating system that's working.

  Customer Answer

  Date: 11/28/2022

  I have not heard from the business in response to my complaint. In fact, prior to reaching out to the BBB, I reached out to *********************************** and requested a refund given the incorrect assessment and solution he provided. There was much back and forth via text, but no proposed solution from him. He simply suggested he would need the part he replaced in order to issue the refund, for which we didn't object. But there has been no additional response from him. We found this to be extremely unprofessional. We paid over $1000 promptly as soon as the job was completed, yet his assessment was incorrect and we replaced a part ($600) that wasn't needed. Highly disappointed with this business and should be reported for others to learn and prevent from doing any business with JW Heating & AC with 

  Business Response

  Date: 12/04/2022

  The customer called us for a no heat service call. We did not install his equipment. We arrived and called tech support for the system in question since we did not install it we wanted to make sure we got accurate information regarding the equipment repair. Tech support told us that it was a bad circuit board issue. So we proceeded to order a new circuit board. The customer paid us for the service call along with the circuit board cost. The system was up and running again. Within two weeks the system was not working properly so the customer reached out to us again. We informed the customer that it was a bad chip on the circuit board that just needed to be replaced. We informed the customer that we would be back out that day to replace the bad chip. He then informed us that he already called another company and they fixed the issue and he wanted a refund ASAP for total costs. We repeatedly requested for documentation to show proof before we could refund him. He has refused to show us any proof that another company came out and rectified the issue. We let him know that we have no problem refunding him as long as we can just see the proof of another company coming out. He is still refusing, and now he is even refusing to communicate with us unless it is in regards to a timeline for the refund. He is making it extremely difficult for us to communicate and rectory the issue. We dont want anyone to feel that they had a negative experience with us, but we are finding it very difficult to work with him to get everything fixed and make everyone happy again. I promise you we are trying! I do have all copies of text messages to prove this. All I want is to do is make things right and make him happy again and not have him speak negatively about our business or feel negatively about our business but that is hard to do when he refuses to communicate with us.

  Customer Answer

  Date: 12/10/2022

  Information provided by the business is not accurate. In fact, last communication received by the business on Friday, December 2 at 8:40am promised that a full refund of $1,050 will be issued and sent within a week. That still has not been the case. Much run-around and no action. Full communications both first with Mr. Wiltshire, owner and service provider, and then with Mrs. Wiltshire, bookkeeper. I believe this now falls within Consumer Protection as the business has failed to comply with what they promised and fulfilled on their serviced as requested.

  First service call placed with Mr. Wiltshire placed on Oct. 3. He came over the next day and then replaced the main board with a total cost of $1,050. Then on Oct. 20, less than 3 weeks after, the same thing happened and Mr. Wiltshire  replaced the board again. He continued to blame the brand, Carried, mentioning how bad its performance was; however, we found our specific system was top of the line and with great reviews. And on Nov. 9, the same issue occurred again. While Mr. ********* was texting and waiting to hear back from Carrier, our trust on his services and professionalism had run out and called another company to check on our system. They came in right away and after assessing the system (for a $441.40 fee) told us the issue was completely different and exogenous to the need of a main board, as previously stated by Mr. Wiltshire. 

  We've mentioned that ********************** that he is clearly entitled to a separate assessment, but he would have to pay for it separately and we can coordinate a time that would work well for all. That'd be additional time out of our schedule from the previous two times he came over. Since we paid for a 3rd party to come to our hose on Nov. 9 to fix our HVAC system and provide an additional assessment, that's something between that company and us. If ********************** wants to pay for that visit and assessment ($441.40 cost), we'd be happy to provide it, but again, that's a 3rd party. They fixed the unit, which is something Mr. ********* couldn't do the first two times he came over. 

  Again. Mrs. ********* promised a full refund of $1,050 on Friday, Dec. 2, as shown on the copies of communications attached and still nothing has been received or delivered. The business claims one thing but the reality is different. 

   

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  Business Response

  Date: 12/12/2022

  Yes, I did say we are going to refund you. That is not an issue. I was trying to make things right with communicating with you which you were not interested in doing. I have already told you that a refund check will be going out to you and that hasnt changed nor will it change. You will be getting your refund check by mail.