Complaints

This profile includes complaints for B & J Plumbing, Heating, & Air Conditioning, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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B & J Plumbing, Heating, & Air Conditioning, Inc. has 3 locations, listed below.

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  B & J Plumbing, Heating, & Air Conditioning, Inc.

  3517 Airport Blvd NW # B Wilson, NC 27896-8854

  
• 

  B & J Plumbing, Heating, & Air Conditioning, Inc.

  2816 Tilghman Rd N Wilson, NC 27896-8907

  
• 

  B & J Plumbing, Heating, & Air Conditioning, Inc.

  PO Box 456 Wilson, NC 27894-0456

  

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:06/19/2023

  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.

  Last summer I had B&J plumbing, ***************************** Conditioning, **** replace my air conditioner. This included full replacement of the outdoor unit and the air handler. I paid $8,500 for the service and financed through GoodLeap, per their recommendation. I was told the entire system would be hooked up and then inspected for proper function. I received a checklist with all points of inspection being checked off and no problems reported. However, when I recently went under the house to perform a plumbing repair, I noticed that some of the flex duct was laying directly on the ground and broken apart at a connector. Most of my cool air was blowing under the house. There was a broken zip tie and no tape at the broken joint. When I attempted to connect with B & J Plumbing, Heating, & Air Conditioning, Inc. I was transferred to a person named ****. **** tried to explain that they were responsible for reconnecting the ends of the duct work to the new unit, but any further problems with the duct weren't covered in their replacement of my system. I wasn't satisfied with this answer because the "all points inspection" that was provided to me did not address any broken duct. The new refrigerant lines were run directly parallel to the broken section of duct, putting it in plain sight. **** asked me to send pictures of the broken duct and said he would return my call to let me know how they could resolve the issue. I emailed him a picture on a Monday. Did not hear back by that Friday. I emailed him again on that Friday and have yet to receive a response. It seems they are trying to avoid responsibility and do not have the ability to communicate this to me. This has been a big let down, by a company that I have otherwise been happy with.

  

  Business Response

  Date: 07/07/2023

  This complaint has already been taken care of with the customer. He is now satisfied.

  Customer Answer

  Date: 07/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/04/2023

  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.

  Brought a heating and air unit in January 2015. B&J came out in January **************************************************************************************************************************************************************** go out because of a storm, they would have to come out and cut the air back on. They had been doing this for 7 years with a lot of excuses about what was wrong, but yet they didn't know because the issue was never resolved. It happened again Oct. 1st. 2022. They came out Oct. 3rd, 2022, and after the technician looked at the system, he went a made a call to the boss and told me there was no warranty, there is no heat and air and it will cost me $4,500 to fix a problem that they don't know what's wrong. They have led me on for 7 years and they should have respected my warranties.

  

  Business Response

  Date: 06/02/2023

  We certainly appreciate the concerns and all feed back (good and bad)! We installed this **** system in 2014 and came back the following year (spring of 2015) to perform the initial cleaning of the system at no charge which is something we do for every system that we install. At this time we spoke with the homeowner about the importance of keeping the system cleaned on a yearly basis to ensure the system would last longer and always operate at peak performance. This is even more important when people smoke inside the home due to the tar build up that takes place on the coils and blower and other important components within the system.  We offered our service partner plan at this time which covers 2 cleanings per year and no dispatch fees for emergencies and this was refused by the customer so we recommended that even if it wasnt with us to please have someone perform this service yearly for her. Our first service call after this incident was on 04-19-2019 at which time we had one our techs go out and he found/stated Homeowner had lost power roughly a month ago and when she tried to turn on the cooling the home heated up almost 10 degrees.  The thermostat is a Nexia 624.  It had defaulted to its factory settings of ac instead of heat pump.  I adjusted thermostat and the system began to cool.  I discussed the importance of maintenance with homeowner and discussed the *** but she was not interested at this time. She was not charged anything for this visit or adjustment. We then responded to another call on 06-19-2019 in which the tech found and stated Found the settings on the thermostat had reset.Reprogrammed the thermostat and checked cooling. Unit working properly at this time. Once again the customer was not charged anything for the visit or adjustment. Our next visit occurred on 02-20-2020 at which time the tech stated Checked thermostat and unit.  Made sure programming was correct and cycled the unit into regular heat pump mode.  Then into gas heat and then let it run its cycle and the unit ran without issue.   System is operating correctly.  No issues noticed. I believe the thermostat was not bringing on the gas heat when needed for some reason but it did it three times for me today. Once again, even though this customer is not on our service plan we did not charge anything for this visit. On 07-18-2020 we responded to a no A/C call in which the responding tech stated Homeowner stated that they had a power surge that knocked out their ac. Checked system found t-stat went back to Default settings. Reprogrammed thermostat and checked operations. system is working properly at this time. Waived dispatch fee per ******. Recommended installing surge protector and getting on our service plan. Once again, No charge to customer even though they are not on our service plan. On 12-27-2021 we responded to a No heat call in which the tech stated  When checking the thermostat I found that it had changed programming I then reprogram thermostat and it started working like it should. Again, no charge to customer.On 5-20-2022 We responded to a no ac call in which the tech stated Upon arrival the Tcon624 thermostat had reset to default settings when the powers went out last night.I replaced the Tcon624 with a Honeywell pro8000 and verified system is working properly and we should not have to worry about this issue anymore. Did go over the service partner plan and explained the importance of having the system routinely maintenanced and service but she is not interested in the **** *** at this time. So on this visit we installed a new thermostat that would be easier for the customer to operate at no charge 8 years after we installed the system and did not charge the customer anything for this service. On 10-03-2022 we responded to a call from this customer because the unit would not come on at all and the tech stated I was dispatched to ******* house for a no air-conditioning call. She told me that over the weekend, she noticed that the air conditioning was not working. The return filter was clogged. I removed the filter and her son changed it. I performed a thorough evaluation of the eight year old dual fuel package system. The unit was getting a call from the thermostat. I found that the five amp fuse had blown. Upon replacing the fuse, and restoring power, the fuse blew again. Upon tracing out the low voltage wiring, the fuse blew when the reversing valve was engaged. Upon testing the solenoid on the reversing valve, it had failed. The dual capacitor tested below manufacturers specifications and the system was in need of a level two cleaning due to extreme tar build up on the blower motor and evaporator coil from excessive smoking in the house and lack of maintenance over the previous 7 years which is what has caused these issues. I went over the evaluation with ******* and advised her that the repair would take a day and cost between $**** and $****, the part is covered under warranty but the labor is not. She said that she was not paying that. Again there was no charge for this visit. We have all of these occurences documented on our customer database along with dates, pictures, etc I personally feel like we have always gone above and beyond for this customer, sometimes even more than we probably should have but our customers are of utmost importance to us and we pride ourselves on making sure that every customer is 100% satisfied with any and everything that we do. 

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20016719
  
  I am rejecting this response because: B&J is being untruthful. The system was installed January 2015. They came out January 2016 for an annually cleaning and blew the motherboard. They replaced the motherboard and from there, whenever the lights would blink off or go out because of weather, the air would not come on and they would have to come out to fix it. They told me one year I needed a surge. I asked why that wasn't told to me when I brought the unit. They told me another time that because of the unit whenever the lights go out it's supposed to automatically go to gas pack. I said that doesn't make any sense. They said I couldn't call for a second opinion because it would void my warranty, so I expected them to handle their problem. Came again and said it was the thermostat. Replaced that, but to no success, that was not the problem either. They never said anything about smoking in the house. The company is being untruthful and they never tried to resolve anything with me. They sent people out here that didn't know what they were doing. As of today, my air or heat doesn't work in the front part of the house. They didn't fix that and I'm still under warranty. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/28/2023

  B&J Plumbing, Heating & Air is not being untruthful in any way. We have invoices and documents supporting our response. We will be glad to provide if necessary. The mother board on the system was not replaced by B&J Plumbing, Heating & Air. The unit does still have a parts warranty which any licensed company can honor. We gave her a price for the labor portion to complete the necessary repair. Her labor warranty has expired through us. At this time, we feel we have done everything we can to help this customer. The customer has had several visits that should have been charged and werent. We feel we have gone above and beyond to help this customer keep her unit running efficiently even with the declining of being on our maintenance plan. There is nothing more we can do.

   

  Sincerely,

  B&J Plumbing, Heating & Air.

  Customer Answer

  Date: 06/28/2023

   

   
  Complaint: 20016719
  
  I am rejecting this response because:
  B&J Plumbing is not being truthful. Whatever paperwork they have, they made up doing this time of me filing a complaint or they decided not to give me a copy of their mistakes. Pictures can be taken from where the motherboard blew up and they did replaced it. They were coming out here to service free of charge because of their mistakes. October 3, 2022, there was no warranty as **** said and they could fix everything for $4500. I need them to own up to their mistakes and take care of the situation they created. 
  Sincerely,
  
  ***************************