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:04/15/2025

  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.

  June 2024 we paid CJS $17,328 for a new HVAC system. The guy who came out spent hours with us to pick the correct unit, which we appreciated. A few weeks later we started having issues with the thermostat, we called and a different guy came out and replaced the thermostat, another couple weeks we started having the same issues with the thermostat, another guy from CJS came out and fixed whatever the issue was. About a month later we were having issues with the actual unit, again another guy came out and had to replace some wiring on the new unit. A couple more months go by and we started noticing leaking in our garage near the pipes for the furnace and HVAC return. We call CJS they send yet another guy out who informs us we need to reroute the pipes for the type of unit on the house, something that should have been done when installing the unit, a couple of days later another guy comes out who is supposed to be the project manager, explains how they are going to reroute the pipes and we agree, a couple of days later 3 different guys show up without the project manager and they end up rerouting the pipes through the foundation of our house, which was never explained in the first meeting and something we said not to do. Since this we’ve called multiple times a day, texted all the contacts we have, we have been continuously told that each person is not available, when we do get a hold of someone and when we were finally able to get the project manager to commit to coming out to the house to see what had been done, he didn’t show up. We are getting fed up with the lack of customer service, the lack of accountability, the lack of communication. We spent $17,328 with this company and are getting the run around. No one within the company seems to speak to one another, as every time someone has been here they have no idea what the issue is and we have to go through it all with a different person over and over again. This is a horrible company to do business with.

  

  Business Response

  Date: 04/15/2025

  Called and left customer a voicemail and sent a text, waiting for customer to respond

   

• Initial Complaint

  Date:01/09/2025

  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.

  I hired CJS Heating and Air In August, 2024 to install a ductless mini-split air conditioner in my home. It took the techs three days to do a job that was supposed to take one day. When they left my house I was not home (due to their inability to get it done in the one day, as was stated, I had to be at work for 2 of the days they were there working!). When I got home on day 3, I noticed that the techs did not leave me any warranty information or the manual for ANY of the new appliances (which cost over $7,500). Without the product information, I do not have any access to any warranty or information provided by the manufacturer. This is a product that cost $7500 (total)!!! I have explained this situation multiple times to people at CJS Heating and Air and still I do not have any proof that the appliance I purchased was not used, stolen, refurbished, or defective in some way. I would like the system replaced at no expense to me and would like the ORIGINAL warranty documents for both the outdoor and indoor components of this system.

  

  Business Response

  Date: 01/26/2025

  Dear *****,
  
  
  Thank you for reaching out to us and bringing this matter to our attention. We sincerely apologize for the inconvenience you experienced during the installation of your ductless mini-split air conditioner. It is important to us that our clients receive not only quality service but also complete documentation for any product we install.
  
  
  Our team strives to meet its deadlines and provide all necessary information, and we apologize for not meeting your expectations on this occasion. We are committed to rectifying this situation promptly.
  
  
  First, we have contacted the appropriate department to expedite the delivery of the original warranty documents and user manuals for both the outdoor and indoor components of your system. You should expect to receive these documents soon. 
  
  
  Regarding your concern about the possibility of refurbished or stolen systems, please rest assured that CJS Heating and Air only installs new and certified appliances from reputable manufacturers. We understand the importance of trust in our services and products, and we assure you that the system installed in your home was not refurbished, stolen, or defective.
  
  
  We value your satisfaction highly and are grateful for your patience and understanding as we resolve this issue. Once the documents are gathered we will reach out to you for a convenient time for us to personally deliver the documents and address any further concerns you may have.
  
  
  Thank you once again for highlighting this oversight. We look forward to continuing to serve you and ensuring that your experience with us is a positive one.
  
  
  Warm regards,
  
  
  *** ******

  President 

  CJS Heating and Air  
  Direct Line ************

• Initial Complaint

  Date:01/02/2025

  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.

  I am filing this complaint regarding a highly unsatisfactory experience with CJS. I contracted them to replace two old furnaces and A/C units in my home, but the service provided has been riddled with issues. The installations occurred on December 22 and 24, 2024, following a deal signed with their representative, *****, on December 20, 2024. Details of the Complaint: 1. Faulty Installation: - The first furnace's vent flange was installed improperly, over the roof shingles instead of under them, leaving the roof vulnerable to leaks. - The second furnace installation was worse. Despite measurements being taken, the furnace had to be repositioned unexpectedly. The flange leaked heavily into our laundry room, causing water damage. Additionally, the PVC pipes running to and from the attic were not sealed. 2. Emergency Situation: - On a rainy night, I had to climb onto my roof at 3 a.m. to tarp the vent pipe and shut down the second furnace to prevent further damage. 3. Lack of Support: - Despite advertising 24/7 service, CJS only offers an automated phone bot, which provided no real assistance in my emergency. - I reported water damage in the attic, but it was dismissed by CJS as “no big deal” and “should dry just fine.” 4. Unresponsive Management: - I requested to use my trusted roofer (who originally installed my roof) to fix the issues, but CJS management has delayed approving or denying this. - The Operations Manager, Daijon, refused my roofer and found it “confusing” that I’d want to use him. 5. Past Negligence: - I have had prior issues with CJS as well. In 2021, their install caused ceiling damage and required repairs due to negligence. Desired Resolution: - Approval to use my trusted roofer to fix the roof and piping issues, with CJS covering the costs. - Reimbursement for damages caused by their poor workmanship, including water damage to my attic and laundry room. - A formal apology for the inconvenience and unprofessional service I’ve endured.

  

  Business Response

  Date: 01/31/2025

  This review has been responded to directly with the client. 

  *** ******

  Customer Answer

  Date: 02/05/2025

  
  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:08/05/2024

  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.

  Our residence was built in 1997 and we were the first occupants, when we moved in July 2001. After discovering issues with the original furnace and A/C, which were all electric, we sought out Geo Thermal solutions. Following an extensive research process, we chose to work with CJS based on their reputation and the quality of their team. Following their recommendation, we upgraded our single zone into four zones and purchased ClimateMaster products, which are considered the best in the market.

  Additionally, we added a Mitsubishi Mini-split to heat and cool our Florida Room, which has proven to be an excellent choice. We made a considerable investment of $31,000, to purchase a new ClimateMaster Tranquility® Geo Thermal Furnace, complete with a ten-year manufacturer
  warranty on parts and labor.

  We have had no issues with the Mini-split, and we maintain our Gold Membership annual maintenance plan with CJS to service both units. Our long-standing relationship with CJS has been productive and positive, ensuring the continued comfort and efficiency of our residence.

  They reschedule our appointments. It became a joke as I would bet my husband dinner that they would reschedule and usually I would be right.

  Despite our overall positive experiences with CJS up to this point, we have encountered a series of issues with our unit. The zone board has required replacement twice, the main logic board twice, we're on our third fan motor, and the zone dampers have each been replaced twice or three times. They did upgrade the dampers to a better quality damper at no additional cost.

  While CJS has been diligent in resolving our issues, we believe the root of the problem lies with the furnace itself, and have requested its replacement multiple times. Unfortunately, when we needed assistance last October, we were informed that our Geo unit was no longer covered by our Gold Maintenance Plan. They decided, without notice that our furnace was now assigned as a commercial account, with corresponding commercial rates. Recently, our furnace stopped working again, and while CJS quickly dispatched a service person, we have spent over a thousand dollars on recommended equipment upgrades. We installed a whole house surge protection unit and a special condenser that protected the compressor from the high startup voltage required when the compressor kicked in. We have continued to express our dissatisfaction with the furnace.

  To our most recent issue. After they called to reschedule our regular maintenance appointment yet again “Hi, this is CJS Heating & Air. I am reaching out due to unforeseen circumstances we will need to reschedule your appointment. Please call ************ and we will be happy to get you back on the schedule. Thank you.” The furnace went out again. To their credit, since the system was down, CJS dispatched a service person.

  Please review out uploaded document, CJS Complaint. It thoroughly explains the issue and desired solution. We are not able to properly submit the issue within 2000 characters.

  

  Business Response

  Date: 08/14/2024

  Dear **** *******,
  Thank you for reaching out and detailing your experiences with our services. We truly value the long-standing relationship we've built with you and deeply appreciate your trust in managing the comfort and efficiency of your residence. 
  Firstly, I'd like to apologize sincerely for the inconvenience and frustration you have experienced, particularly regarding the parts procurement for your Geo Thermal unit. I understand how crucial timely and effective service is, especially with the challenges you've outlined.
  I also want to confirm that all the repairs discussed on 7/11/24 during the warranty period, including the zoning issue, the new fan motor, and accessories, will be covered under warranty. We stand by our commitment to resolving these issues at no additional cost to you.
  Furthermore, regarding our 100% satisfaction guarantee is designed to ensure that you are completely satisfied with the work we perform. This guarantee is valid for one year after the completion of any service or repair work. During this period, we are committed to addressing any concerns you may have about the service provided, ensuring that the solutions we deliver meet your expectations for comfort and functionality.
  Your patience during this time is immensely appreciated, and please rest assured that addressing your concerns is our top priority. We are dedicated to restoring your system to optimal functionality and ensuring your satisfaction as swiftly as possible.
  Please feel free to contact us directly should you have any further questions or need additional information. We are here to assist you and ensure your comfort and peace of mind.
  Thank you once again for your understanding. We look forward to resolving this matter to your satisfaction soon.
  Warm regards,
  *** ****** President
  CJS Heating and Air
  
  

  Customer Answer

  Date: 09/12/2024

  CJS completed the open repair issue.  They have not performed the no-cost fall service as part of the service agreement.

  
  

  ***** did not address the fact that this furnace has been a total lemon since day one.  We bought the system based on his recommendation.  I was hoping he could at least go to Climate Master and see if they could extend the warranty in lieu of the issues we have experienced.  I really believe the furnace should have been replaced within the first couple of years.  

  
  

  Thank you for assisting us in resolving our service issue with CJS.

  
  

  **** and **** *******

• Initial Complaint

  Date:07/29/2024

  Type:Billing 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.

  1. We contacted CJS in February of 2024 about our furnace. **** come out and he advised we should have the ducts in our house cleaned and the furnace cleaned. He quoted $2000.00 for the job. A third party company they sent to do the duct cleaning. Horrible job and we were sick for 2 weeks after because what was blown out of the vents into the house. Tech then came to clean the furnace and advised us that it did not require cleaning. They removed a $1000.00 off the bill. Paid a $1000 for the duct cleaning way to high. 2. Our AC unit went out on June 14, 2024 during the hot spell we had. My husband has health issues and neither of us handle the heat well. Against my better judgement I called CJS to get an estimate on fixing or replacing the AC unit. Then **** showed up and said to replace it would be $5880. Was told they would be here on June 17, 2024 to replace it. They sent 2 tech that were not very experienced and did not have all the tools to complete the job. My husband loaned them things so they could get it installed. My husband has experience in heating and air but unable to do the work anymore. The unit ran for 2 days and quit working then on June 20th they came back out realized it was installed incorrectly. Changes which took place on June 27. It still was not corrected so on July 8, 2024 the condenser unit and A Coil was replaced with brand new and they worked on it until it was correct. After 4 crews they finally got it working. My husband spoke with office staff and asked for the warranty hard copy and what we paid $5880.00 for. He was advised multiple times management would call him. July 24 a manager called he said he would try to get us a hard copy of the warranty. They seem to not want to take any responsibility for the work or honor the warranty. We were told would be extended due to all the issues. What we want is to have a copy of the warranty and what it covers and how long. Also a breakdown of the $5880. I am very disappointed by CJS.

  

  Business Response

  Date: 07/30/2024

  Subject: Update on Conversation with *** *******
  I wanted to provide you with an update on my conversation with *** *******. *** ******* expressed his frustrations in a very heated manner, using inappropriate language and speaking negatively about our team of installers and technicians. In response, I respectfully asked *** ******* to maintain a level of respect when discussing our team and refrain from using explicit language. Unfortunately, *** ******* chose to end the conversation abruptly and hung up.
  Despite the challenging nature of our conversation, I am pleased to inform you that *** ******* and I were able to come to a resolution regarding the issues he raised. We are prepared to schedule a technician to install the surge protector and compressor saver, along with providing a hard copy of the extended warranty.
  I plan to reach out to *** ******* once his emotions have subsided in order to ensure that he is completely satisfied with the steps we are taking to address his concerns and to provide him with the outstanding service he deserves.
  Thank you for your understanding and support as we work to resolve this matter promptly and effectively.
  Best regards,  
  ****** ********   Miami Valley Operations Manager  
  CJS Heating and Air
  
  

  Customer Answer

  Date: 07/31/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  You will no longer speak to my husband I am requesting you only speak to me ****** *******. *** ******** you did not come to an agreement with my husband as stated. We have been dealing with this for over 6 weeks which is uncalled for. If your tech's are well trained then why did it take 8 different techs to get it up and running. My husband was very calm thru each time someone showed up and did not disrespect any of your Technicians. He was promised multiple times that management would call him thru out this process and no one ever did until your call on July 24, 2024. You have to understand why he became VERY frustrated with the situation. I will accept the conditions that a tech and come and install the surge protector and the Compressor saver along with the hard copy of the extended warranty. I also would like a breakdown of our charges of $5880.00.

  If this is agreeably we should be able to close this situation.
  
  Sincerely,
  
  ****** & ****** *******

  

  Business Response

  Date: 08/14/2024

  ******, Following our discussion and the concerns you raised, I am pleased to confirm that we have reached a resolution. **** has visited your home, installed the compressor saver and surge protector as promised, and provided a hard copy of the invoice and warranties for your records.
  I apologize for the challenges encountered during this process. I am glad that we were able to address the issues and ensure a satisfactory outcome for you and your husband. Thank you for your patience throughout this process.
  

  Best regards,

  ****** 

  
  

  Customer Answer

  Date: 08/15/2024

  
  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:06/17/2024

  Type:Billing 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.

  This complaint is filed against CJS Heating and Air of Dayton, doing business at **** ********** ******* ****** ************ *** *****. This complaint concerns my CANCELLATION of the CJS “Yes” maintenance plan, and their continued monthly billing for this cancelled plan, now claiming I am past due. I cancelled the “Yes” maintenance plan, in writing on May 14, 2024—and mailed via USPS Certified Mail (at my expense) to the 8070 Washington Village Drive address on May 15, 2024. This certified mail was received and signed-for by CJS on May 23, 2024. I possess all receipts and signatures concerning this certified mail and its contents. The certified mail contained two pieces: ONE: a brief letter stating: a) the immediate and permanent cancellation of my monthly subscription to the CJS “Yes” program; b) the request for refund for no service performed since December 2023; and, c) a ‘for the record’ statement that my AC unit is still not functioning properly, and that I am no longer to be considered a CJS customer. TWO: a photocopy of the May invoice with the word “Cancelled” written in bold Sharpie across the page. When the certified letter was sent, I was fully paid through April 2024. I was current and not past due. CJS Heating and Air has NOT acknowledged my cancellation of the “Yes” plan, but rather continues to bill me for this terminated plan, now claiming I am now past due. I need CJS Heating and Air to: 1. Acknowledge receiving my formal written request to cancel my participation in the “Yes” program, immediately and permanently. 2. Enter my cancellation into their billing system. 3. To cease and desist from further future billing statements and demands for payment. 4. To refund to me, as requested in the letter, $83.96 for no service performed since December 2023 (four months of payments I paid in the amount of $20.99/month in January, February, March, and April 2024).

  

  Business Response

  Date: 06/27/2024

  Dear ****** 
  
  I hope this message finds you well. I appreciate you bringing this matter to our attention and providing such detailed information regarding your cancellation of the CJS “Yes” maintenance plan.
  
  After reviewing your correspondence and the certified mail documentation you provided, I understand the concerns you have raised regarding the continued billing for the cancelled plan. Please accept my sincerest apologies for any inconvenience this has caused.
  
  I want to assure you that your request to cancel the “Yes” program has been acknowledged and taken seriously. I will personally ensure that the following actions are promptly taken by CJS Heating and Air:
  
  1. Your formal written request to cancel your participation in the “Yes” program has been acknowledged and will be entered into our billing system immediately and permanently.
  2. Your cancellation will be processed and reflected in our billing system to cease any further charges or demands for payment.
  3. We will refund the amount of $83.96, as requested in your letter, for the four months of payments made since December 2023 for services that were not rendered. You should receive this in two to three weeks.
  
  I deeply regret any oversight or miscommunication that led to this situation, and I am committed to resolving it to your satisfaction. Your feedback is incredibly valuable to us, and we will take the necessary steps to prevent such issues from occurring in the future.
  
  If there are any additional concerns or if you require further assistance, please do not hesitate to reach out to me directly. Your satisfaction as a valued customer is of utmost importance to us, and we are dedicated to rectifying this matter promptly.
  
  Thank you for your understanding and patience as we work to address this issue effectively.
  
  Warm regards,
  
  *** ****** Direct Line ************
  CJS Heating and Air of Dayton

  Customer Answer

  Date: 07/05/2024

  
  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.

  Additionally, CJS did not acknowledge, as requested, the ongoing issues with the AC unit purchased and installed by them in April 2022.  Since my cancellation of their YES maintenance I have contacted a reputable HVAC company to service that AC unit.  Almost immediately, that company identified the issue-- the AC unit was not installed properly by CJS.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:02/27/2024

  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.

  I had CJS come to my house and thought I was being sold a good product. I had got the new LG dual ventless duct system (I think that’s what it’s called) and was supposed to get a tankless hot water system as well. Come to find out my electrical panel would not be able to hold the power for the tankless system so I decided to not get it but I was still charged for it on my loan. since CJS installed the new LG system around the ending of August 2023 I’ve had nothing but problems with the system not only that but property damage to the inside of my house, CJS had a company come out to fix the damages but only made it worse, I have spoken several times in calls/text to the project manager ***** about my concerns and issues about the system just shutting down (this has happened multiple times) in the middle of the night freezing outside and inside my house and I’ve been really passionate with him about it, he has sent Tech out to check the problem but no one couldn’t come up with a solution, he has always told me that he was going to come out to look at the damages, but never shows up because something else has taken place. My system just died on January 26th made a big bang noise and I sent another message he sent Tech to move one of my units to another room (this did not fix the problem only made it worse) and now on February 12 I notified him that the system was down and he did nothing. So I called the office they sent someone out to look at it on February 22 to say that the refrigerant has a leak and he can’t fix it the system is broken, it’s in the middle of February I have no heat and the only thing they have told me is 2 get space heater to heat my house. I have asked several times 2 speak 2 a manager or someone high up, I just get blown off with no idea if I’m getting it fixed or not $33,176.99 waste plus I still haven’t received a refund on the tankless hot water system nor the property damages fixed. I need heat and the space heaters are making my bills higher.

  

  Business Response

  Date: 03/08/2024

  Dear *****,
  I'm sorry to hear about the issues you have experienced with your new LG dual ventless duct system and the lack of resolution from our team. I understand how frustrating it must be to have property damage and a malfunctioning heating system during the winter months.
  First and foremost, I want to apologize for the confusion regarding the tankless hot water system and the incorrect charge on your loan. That should not have happened, and a refund check was sent to you yesterday. 
  Regarding the ongoing problems with your LG system, I apologize for the inconvenience and discomfort you have been through. It was unacceptable that our team had not been able to provide a solution despite multiple visits and conversations with our project manager, Shawn. I completely understand your frustration and the urgency of having a functioning heating system, especially during this cold season. I am hopeful the new LG condenser unit we provided you has rectified the situation.
  I want to assure you that I take your concerns seriously. Our highest priority is to address these issues, fix the system, and restore your comfort as soon as possible.
  Furthermore, I will work closely with our team to ensure that the property damages are fixed promptly and to your satisfaction. This is not the level of service we aim to provide, and we apologize for any inconvenience caused.
  In the meantime, if there's anything else we can do to assist you, please don't hesitate to contact me directly at *** ****** at ************. We genuinely value your feedback and appreciate your patience as we work to resolve these matters.
  Once again, I apologize for the inconvenience and frustration caused and thank you for bringing these concerns to our attention. We are committed to making things right for you.
  Kind regards,
  *** ******
  President/Owner
  CJS Heating and Air
  
  

  Customer Answer

  Date: 03/21/2024

  So after making my complaint with the BBB about CJS I finally got some help back I received a replacement unit that seems to be working so far, but time will tell like the last one. I did however also receive a refund check for the hot water tank unit that I did not receive. But I’m still facing the property damage and still have not heard back from CJS or the company that they vendor through, I have waited almost 3 weeks now no call or responses from anyone, I just received out to ***** again on 3/19/24 he did not answer I left a voicemail, no call back. I also called again today 3/21/24 still no answer went to voicemail again. So I had no alternative but to reach out to the CEO he responded to my complaint I called him today 3/21/24 there was also no answer I left him a voicemail still waiting for a call back. All in all I’m still waiting on my property damages to be fixed.

  

  Business Response

  Date: 04/03/2024

  ***** our project manager reported the following on March 29th. "I spoke with ***** today about his Concrete work, He is happy. Patch boys coming to repair drywall on April15th." ***** is scheduled to follow up with ***** shortly after.

• Initial Complaint

  Date:02/15/2024

  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.

  My furnace was replaced by them in 2023. Had a great team and they got the work completed quickly. A year later, Jan 2024, my furnace kept tripping it's main breaker. CJS sent a tech, claimed I needed a new electrical ION filter, and insisted I sign up for their "YES Club". This is what the tech said I needed to fix my unit. Just a side note: if adding more electrical pull from this new filter, my breaker is still going to trip. Fast forward 6 hours later, my furnace continued to trip the main breaker. I got a second opinion, from another contractor, and it was a bad breaker at the electrical panel. I have contacted CJS 4 times to request a refund, a month later after numerous excuses, I have yet to have my money refunded. I was told by 3 different people there I deserved this refund.

  

  Business Response

  Date: 02/21/2024

  Customers desired refund was provided.

• Initial Complaint

  Date:01/29/2024

  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.

  There was a new HVAC system installed at my home a few years ago (2020 or 2021) from CJS. Since I’ve been in the home I’ve realized that my heat does not work in the winter time with extreme temperatures. Since I wasn’t understanding what was going on with the system, I was paying CJS every time to come out and fix the problem so it would NOT happen anymore.I realize now what the problem is and that the condensation pumps water line is going up through the ceiling and this freezes up in frigid temps, then the condensation pump gets full of water and automatically kicks off for safety reasons. CJS had come out to unthaw the line to get it temporarily working again. I had them come out in the winter of 2022 and they told me they insulated the water line so it would not freeze up and the condensation pump could drain properly. I can not check it again obviously til we have another freeze. Sure enough, 2 weeks ago we had another freeze and my heat was out again and I had to pull out all the space heaters to heat my home. I called CJS when they were finally reachable on a Monday and they were going to charge me the normal $100 fee for them to come out and look at it. I canceled them because I wanted to get another licensed plumber out to look at it to see if he agreed with the problem and if he could fix it at a reasonable cost. He let me know my condensation pump was out and he would have to replace that and change my water line to go right into the bathroom line to drain the water so it would not have to go up into the ceiling and keep freezing up. I was going to have to pay him $550 to fix this for me. While this was a good price, I’m upset that I should have to pay out of pocket for all this and the condensation pump because CJS should fix this since it’s all under warranty. I called a manager last Monday but he wasn’t available, I left a message and the front desk lady said someone would call me back within 24 hours. It’s been a week later and still no one called.

  

  Business Response

  Date: 02/21/2024

  The repair has been made. I would like to speak with the property owner My name is *** ****** my number is ************

   

  

  Business Response

  Date: 02/21/2024

  The repair has been made. I would like to speak with the property owner My name is *** ****** my number is ************

   

• Initial Complaint

  Date:08/21/2023

  Type:Product 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.

  We were sold a brand new AC/Furnace unit which was installed on 5/3/23 and since that date they have been out to our house eleven times! It has been one thing after another. For example, on installation day they were here until 10:00 p.m., encased our water heater so that it was not accessible, placed the gas line right against our hot water heater, put in a loud condensation pump that ran continuously (we are now on our 3rd one), workers argued in our backyard and the system doesn't have the name Rheem on it but it has their name on it. Not even sure thats legal. We missed time off of work to be here so that they could fix their mistakes. I have all issues wrote down and documented. One manager has been out to our house three times and another manager once with no resolution. Our furnace was leaking water at the bottom, they stated it was fixed but it continues to leak. They will not return calls or emails. I have asked to speak to the owner and have been denied. I'm always directed to a district manager for this area who does absolutely nothing and doesn't get back to us. Im not even sure the owner is aware that this problem exists. We had six companies come out and give estimates so we thought we were doing our homework but just feel we were taken. I would hate to know that this is happening to other customers. I have videos that I'm not able to upload.

  

  Business Response

  Date: 09/12/2023

  Dear ****,

  
  

  Thank you for reaching out to us with your concerns regarding the AC/Furnace unit that was installed on 5/3/23. We apologize for the inconvenience and frustration you have experienced with multiple visits and unresolved issues.

  
  

  We understand your frustration with the installation process, including the encasement of your water heater, the placement of the gas line, and the loud condensation pump. We apologize for the actions and behavior of our workers, and we assure you that we take this matter seriously. We will address this internally to ensure it does not happen again in the future.

  
  

  Per the invoice, you agreed to purchase a CJS Yes Basic 60K 95% Furnace and a CJS Yes Series 14 seer 2.5-ton unit. There is no correlation between Rheem and what we do except that Rheem is a sister company of Ruud, and many of the Rheem and Ruud units come off the same manufacturing line and have similar and, in many cases, identical designs, parts, and features. Ruud is the brand we use to re-label with our CJS Brand. 

  
  

  Regarding the absence of the Ruud brand name on the system, we would like to clarify that our company is an authorized dealer of Rudd products. We have an agreement with the local distributor to rebrand the units with our CJS name. Think of it the same way as Kroger rebranding food items. It is indeed legal. We assure you it is a genuine Ruud product.

  
  

  We apologize for the continuous issues you have been facing, such as the furnace leaking water and the lack of response from our team. It is not our intention to ignore your concerns, and we will investigate why our team has been unresponsive. We will make every effort to rectify the situation promptly and effectively.

  
  

  As for your request to speak with the owner, we apologize for any difficulties you have encountered in reaching out directly. Our team is trained to escalate matters and relay your message to the appropriate personnel. The team works hard to solve issues on their own. I, however, am always happy to speak to our clients. My name is *** ******, and my cell is ************. My email is ******************

  
  

  We appreciate your diligence in documenting the issues and bringing them to our attention. In order to further investigate and address your concerns, we kindly request that you provide us with any videos or additional evidence you have regarding the ongoing problems. Our team is committed to resolving this matter to your satisfaction.

  
  

  In light of the inconvenience you have experienced, we want to make things right. We are willing to offer you options for resolution, which can include a refund of 30%, at which point we would ensure the water leak issue is solved, agree on this settlement, shake hands, and part ways—or have the entire system removed and all your money refunded. We want to ensure that you feel taken care of.

  
  

  Please let us know your preferred method of communication for sharing the videos or any additional evidence you have, as well as your preferred resolution option. We will do our utmost to address your concerns promptly and to your satisfaction.

  
  

  Thank you for bringing these matters to our attention. We apologize for the inconvenience and frustration this has caused you and appreciate your patience as we work towards a resolution.

  
  

  Sincerely,

  *** ******

  President CJS Heating and Air

  Customer Answer

  Date: 09/20/2023

  
  Complaint: ********
  
  I am rejecting this response because:.We would accept the 30% back offer if the water leak is fixed, the base of the unit is replaced, the wiring is fixed on the piping and the system passes inspection, which as of today has not.  

  When ***** came into our home she made promises one being a duct cleaning for all of our hassle and when she left we never heard from her again.  I sent an email with pics/videos also with no response.  

  We just want our system fixed correctly.  Quite honestly it is embarrassing to us.  No we are not richy rich Centerville, Springboro or Washington Township people but I feel we deserve the same customer service

  I can send photos/videos directly to your email.

  Sincerely,
  
  **** ******

  

  Business Response

  Date: 09/21/2023

  **** I am a little confused I will reach out to you by phone. Looking forward to connecting with you. *** *