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Business Profile

Heating Contractors

Johnston's Heating and Cooling

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heating Contractors.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/19/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Johnsons heating and cooling installed 5 mini splits in my home. Many concerns and many visits back to fix issues. They were to replace my big unit due to fan not working properly. Never completed. We paid for yearly service. They wont answer any of my calls and still need issues fixed

  • Initial Complaint

    Date:05/09/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Hired this company to replace my overall heating/cooling system. Water heater, attic & outside units installed, and job was paid in full. Job was incomplete, installed incorrectly leading to further issues resulting in our house having no AC. We made several attempts to contact company during normal business hours with no returned calls and no effort to give us any information about when repairs would be made/parts would come in. Once we did get a hold of the owner of the company and explained our situation, we were hung up on. We have since hired a new company who mentions they have assisted several other former clients of this company's incompetence, and the technician of this new company expressed how faulty of a job Johnston's performed on our home. I will be able to have a summary drawn up by the new company when they come by to start on corrective repairs.

  • Initial Complaint

    Date:09/02/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 09 02 2022 I contacted Johnston's Heating and mentioned a problem with the outside unit being out of level and making noise. I sent pictures of the unit (**** MODEL # *********),clearly depicting the faulty pad and improper installation as debris began falling out from under the plastic pad. The unit was installed on a slope and more care should have been taken to create a solid foundation. A message forwarded to proper person, a call came to me and it was made clear they would need to charge a 95.00 fee for a Service Call, to diagnose the issue. My Labor Warranty would cover any work needed, so charging a fee to diagnose their own faulty install, clearly depicted in the photographs, was simply a method to overwhelm me with costs and not be responsible. This is only one of many quality issues encountered during business with this Company.

    Business Response

    Date: 09/21/2022

    Customer’s unit was installed in July 2020. Unit was
    installed, invoice paid, and Customer was given paperwork on ****’s 10-year
    Warranty. Nearly 2 years later, in May 2022 Customer called regarding a noise
    coming from unit. Customer was advised of the Warranty which required and
    specifically did not cover diagnostic calls nor damage occurring due to lack of
    regular maintenance. Business records show Customer did not have any regular
    maintenance performed on the unit in the intervening years and Customer refused
    to pay the $95.00 charge for the diagnostic call, as a result no diagnostic was
    able to be performed, and thus need for repairs nor eligibility under warranty
    could be determined.
    Customer later sought an estimate on additional work unrelated
    to the above, and while on site Customer did not request diagnostic of the
    above issue. Company respectfully declined to bid the job due to Customer’s
    behavior towards staff and Company’s scheduling. Customer took issue with
    Company’s refusal to bid the new job and renewed the above complaint seeking
    money which was declined.
    Company stands by its work and remains willing and able to
    perform diagnostics to determine any remaining issues with the unit, whether
    they stem from install or have arisen in the subsequent two years, and whether
    they are covered under the **** Warranty.

    Business Response

    Date: 09/22/2022

    We're sorry to hear that you reject our response. Unfortunately, the **** Warranty is what it is. We respectfully disagree with your characterization of the job we were hired to do, as you can see on your 2020 invoice and **** Warranty, that is not correct. Should you have any future warranty matters, please contact our office to schedule a diagnostic call.

    Customer Answer

    Date: 09/23/2022

    Please retract or cease this complaint, its pointless.
    Company is just twisting things around, and its a he said, she said

Johnston's Heating and Cooling is NOT a BBB Accredited Business.

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