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:07/17/2024

  Type:Order 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 received a bill for from Carjun for payment of $195.84 on 7/13/24 after requesting to cancel our contract after many years. My wife was very upset when she heard that we owed this amount after simply calling to cancel our contract and cancel our upcoming appointment for the heating tuneup scheduled for November 6.After arguing back and forth, a manager said that we owed this amount, as our contract went from May to May each year. It was our understanding that our contract was payed monthly for $50/month, and included a free Winter and Summer tuneup as part of the contract benefit. If that is the case, why would we owe for an AC tuneup done on April 6th before the new contract was put into effect for 2024 to 2025? We informed Carjon that based on this, we should not be required to pay this amount, and would not as a result.We dont feel that we owe anything, as our contract from May 2023 to May 2024 was still active, according to one of the managers my wife spoke with. That AC tuneup of April 6 should have been covered under the existing contract period. My wife spoke to Carjon agents 2 times, and I spoke to an agent 1 time, who informed me that the $50 per month charge is simply to have the contract and does not cover the two tuneups. The fact that we never received a copy of our contract, or any bills for tuneups over the years, appears to us that one hand doesn't know what the other is doing. This is simply poor business practice as the terms were never clearly provided to us.In conclusion, we have friends and neighbors that are considering central air installations in their homes, and we will definitely warn them NOT to consider using Carjon's services. We are very disappointed in this organizations business practices. No one at Carjon has bothered to reach out and try to make this right. We have worked for many companies, and making a customer happy was always top priority,

  Customer Answer

  Date: 07/28/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 07/29/2024

  We apologize for any confusion and frustration caused regarding your recent billing statement. We strive to provide clarity and transparency in all our dealings. Each maintenance agreement period includes one(1) air conditioning tune-up and one(1) heating tune-up. The air conditioning tune-up and heating tune-*** performed in April 2023 and November 2023 were covered by the 2023-2024 maintenance agreement period. Your tune-up for April 2024 would have been covered by your 2024-2025 maintenance agreement period. If a customer cancels their maintenance agreement before its paid in full for the year, they are invoiced for the difference of payments made and services performed. We understand you there may have been confusion regarding coverage period of your agreement and the date for services rendered outside of what you expected. We will credit the balance on your account as a courtesy.