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:07/31/2024

  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.

  Had new heat pump and downflow system installed.was told it be a trane system.outside heat pump trane.inside downflow unit for moble home.*******.a coil aspen.all mix matched units.A coil replaced .I was told wrong type for heat pump.teck replaced a coil.over charged whole system to 730.tech came back out replaced high pressure switch.pulled freon out.he admitted over charging my new system. Tech had to clue drainpipe under house cause it was leaking right on to my subfloor..when a coil was replaced new dryer ,new defrost board,and another switch was changed out.I ask tech to see where air was blowing out of unit under the houst.put some duck tape.Unit bn blower air under my house since August 2023.tech came back out.drain pipe issue.byt it's the a coil sweating so much causing condensation. Puddles water under the house.ask tech to check air blowing out where the unit comes through floor.tech puts duct tape on my sub floor.to attempt to watch air blow out bottom of ******* down flow unit.contatacted owner .through .email.owner says it's my floor.i said no new unit sits flat on the subfloor.issue is the installers did take time to ensure split system was installed in correctly. Now owner ****** emails me tells me find someone else to care for my heating an air.the 1 yr.labor warranty isn't over.the revolve coil was but in Jan 2024.owner said that has a 1yr labor warranty.****** refuses to fix there install correctly refusing to honor there 1 yr labor free warranty.Now I have contact another hvac company and pay them to fix what they would not under warranty and there inadequate installing new units which all where not trane units.was mislead by owner on what type of units,installation was not done correctly.paid $7050.0 For cheap units.and company doesn't honor there warranty of labor

  Customer Answer

  Date: 08/08/2024

  Water keeps building up inside ******* furnace 

  Customer Answer

  Date: 08/08/2024

  Duct work where splitter comes off new downflow unit not sealed.air blowing out.plus under house condensation both sides of my trailer insulation soaked with water cause of unit not being seal correctly 

  Customer Answer

  Date: 08/08/2024

  Duct work where splitter comes off new downflow unit not sealed.air blowing out.plus under house condensation both sides of my trailer insulation soaked with water cause of unit not being seal correctly 

  

  Business Response

  Date: 08/09/2024

  Dear BBB,
       I am writing in response to a review/complaint we received from *************************** on 8/5/2024,through email correspondence from BBB. The ID of this complaint is 2206797. I have read Mr. ******** complaint in detail and would like to respond.  We originally installed Mr. ******** heating and cooling system on August 15, 2023.  A couple weeks prior to installation; I visited Mr. ******** residence, an early 1970s mobile home, to provide a quote for a new HVAC system.  I gathered information and spoke with him about the options we had for installing a new system at his residence.  I informed him that I would need to gather pricing and get back with him with a written contract.  I reached out to our local distributor,********* Supply, to get a price and a match for a mobile home evaporator coil and mobile home electric furnace to work with our Trane heat pump condenser.  I presented our contract to ******************, which he agreed to, and shortly after we installed the new system.  We had a few issues along the way that we took care of immediately.  For instance,he didnt care for the volume of the air coming from his new system, so we adjusted the airflow for him.  He complained of the noise of the mobile home furnace, so we provided an additional return above the air handler just to see if we could eliminate the air noise from the new furnace.  All of this was performed at no additional costs to ******************.  The system was operational for several months,but on December 22, 2023, we received a call from ****************** that the system was not working correctly.  *********** technician, who was on call, made a trip to the residence and found that the system had locked out on high pressure. We ordered a high-pressure switch, and returned to the residence on December 29, 2023, to replace the part.  In January of 2024, I reached out to ********* Supply to discuss the issues that we had with Mr. ******** system and upon further investigation we found out that the evaporator coil that was originally provided was not designed for a heat pump system.  The coil that was provided was for a straight electric system, which has a different refrigerant capacity.  This all started to make sense.  When the system was installed in the summer everything worked perfectly fine; but when he switched to heat, and the reversing valve of the heat pump switched over, it flooded the evaporator coil which created the high-pressure switch issue.  This also made it act like the defrost side of the system was not functioning properly.  All of these details were given to ***************** along the way and I told him we would take care of any issues this may have created.  We ordered the new heat pump coil from ********* Supply, and I reached out to ****************** to explain the problem and told him we would take care of this for him as soon as the proper coil arrived.  On January 24, 2024, two of my service technicians went to Mr. ******** residence and replaced the evaporator coil.  We felt that since we were going to replace the evaporator coil, and we had experienced some issues with the defrost board and sensor, we would replace those parts as well.  We didnt have to do this, but we felt it was the right thing to do.  The last call we received from ****************** was on July 16, 2024. His complaint was that air was leaking from around the unit and the drain was leaking.  ****, my technician,visited the residence and upon investigation noticed the drain was not leaking,but was producing condensation.  This was due to the inadequate underpinning under the home.  The high air temperature and humidity was traveling under the home and causing the cold drainpipe to produce condensation.  The air that was leaking under the home was from Mr. ******** supply ductwork, original to the mobile home.  He asked me to take care of this under warranty and I told him that the ductwork original to the mobile home was not a warranty issue, but we would have to take care of the problem at Time and Material.  He was extremely upset and when I did not take care of this for him, he verbally attacked me and my technicians.  I told ****************** that our labor warranty was over and that he could look for another ************ to fulfill his equipment warranty needs.  *****************, on August 8, 2024, tried to say there was another issue with his installation.  He states that there is water in the bottom of his air handler and moisture around the ductwork transition original to the mobile home. The insulation/belly band and underpinning under the home is inadequate,which is creating a scenario for condensation. I informed him that his home/structure was the issue and that we would not be able to assist in repairing/fixing these issues.  In closing, we regret the issues that occurred at Mr. ******** residence, but we have strived to go above and beyond to take care of all the issues at no additional charges to ******************.  He is upset that we will not provide any additional services for free, and he stated in one of our correspondences that we would make this public.  We feel in reaching out to BBB and offering a negative review on ******* he has upheld his statement.  Please review this and feel free to reach out with any questions you may have.  We can provide all documentation of service records and correspondence we have had with ****************** at your request.
  
  
  (I would like to keep this correspondence private between Jackson Heating, Cooling & More and BBB)

  

  Business Response

  Date: 08/20/2024

  We did respond to the complaint on 8/9/24. I had sent an email to our BBB **** ******** on 8/16/24 to verify the response had been received.

   

  

  Business Response

  Date: 08/21/2024

  Dear BBB,
       I am writing in response to a review/complaint we received from *************************** on 8/5/2024, through email correspondence from BBB.  The ** of this complaint is 2206797.  I have read Mr. ******** complaint in detail and would like to respond.  We originally installed Mr. ******** heating and cooling system on August 15, 2023.  A couple weeks prior to installation; I visited Mr. ******** residence, an early 1970s mobile home, to provide a quote for a new HVAC system.  I gathered information and spoke with him about the options we had for installing a new system at his residence.  I informed him that I would need to gather pricing and get back with him with a written contract.  I reached out to our local distributor, ********* Supply, to get a price and a match for a mobile home evaporator coil and mobile home electric furnace to work with our Trane heat pump condenser.  I presented our contract to ******************, which he agreed to, and shortly after we installed the new system.  We had a few issues along the way that we took care of immediately.  For instance, he didnt care for the volume of the air coming from his new system, so we adjusted the airflow for him.  He complained of the noise of the mobile home furnace, so we provided an additional return above the air handler just to see if we could eliminate the air noise from the new furnace.  All of this was performed at no additional costs to ******************.  The system was operational for several months, but on December 22, 2023, we received a call from ****************** that the system was not working correctly.  *********** technician, who was on call, made a trip to the residence and found that the system had locked out on high pressure.  We ordered a high-pressure switch, and returned to the residence on December 29, 2023, to replace the part.  In January of 2024, I reached out to ********* Supply to discuss the issues that we had with Mr. ******** system and upon further investigation we found out that the evaporator coil that was originally provided was not designed for a heat pump system.  The coil that was provided was for a straight electric system, which has a different refrigerant capacity.  This all started to make sense.  When the system was installed in the summer everything worked perfectly fine; but when he switched to heat, and the reversing valve of the heat pump switched over, it flooded the evaporator coil which created the high-pressure switch issue.  This also made it act like the defrost side of the system was not functioning properly.  All of these details were given to ****************** along the way and I told him we would take care of any issues this may have created.  We ordered the new heat pump coil from ********* Supply, and I reached out to ****************** to explain the problem and told him we would take care of this for him as soon as the proper coil arrived.  On January 24, 2024, two of my service technicians went to Mr. ******** residence and replaced the evaporator coil.  We felt that since we were going to replace the evaporator coil, and we had experienced some issues with the defrost board and sensor, we would replace those parts as well.  We didnt have to do this, but we felt it was the right thing to do.  The last call we received from ****************** was on July 16, 2024.  His complaint was that air was leaking from around the unit and the drain was leaking.  ****, my technician, visited the residence and upon investigation noticed the drain was not leaking, but was producing condensation.  This was due to the inadequate underpinning under the home.  The high air temperature and humidity was traveling under the home and causing the cold drainpipe to produce condensation.  The air that was leaking under the home was from Mr. ******** supply ductwork, original to the mobile home.  He asked me to take care of this under warranty and I told him that the ductwork original to the mobile home was not a warranty issue, but we would have to take care of the problem at Time and Material.  He was extremely upset and when I did not take care of this for him, he verbally attacked me and my technicians.  I told ****************** that our labor warranty was over and that he could look for another ************ to fulfill his equipment warranty needs.  ******************, on August 8, 2024, tried to say there was another issue with his installation.  He states that there is water in the bottom of his air handler and moisture around the ductwork transition original to the mobile home.  The insulation/belly band and underpinning under the home is inadequate, which is creating a scenario for condensation.  I informed him that his home/structure was the issue and that we would not be able to assist in repairing/fixing these issues.  In closing, we regret the issues that occurred at Mr. ******** residence, but we have strived to go above and beyond to take care of all the issues at no additional charges to ******************.  He is upset that we will not provide any additional services for free, and he stated in one of our correspondences that we would make this public.  We feel in reaching out to BBB and offering a negative review on ******* he has upheld his statement.  Please review this and feel free to reach out with any questions you may have.  We can provide all documentation of service records and correspondence we have had with ****************** at your request.

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22067970
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/21/2024

  There was never a contract written *** signed.verbal estimate over phone.jackson heating air did not put belly band back up around air handler,they did not seal around duck work.and my acoil pan is not draining  out completely. I've had another company and look at the issues.once again all I got was a reciept.stating trane heat pump,aspen coil and a revolv downflow unit.which my down flow furnace says **** man.if the company would said hey got problem where the duct work splits.it ought to been dealt with then.

  My trailer is 1995.floors ect is level.but condensation between to inside unit and my sub floor still soaked with condensation. A coil does not rrain out.new company checked unit is level.and the leaking around the split unit with the installation and the belly band not back around the that duct area has caused problems with the moister and condensation.cross over has to changed out again dew to moister running from the down flow unit.

  Customer Answer

  Date: 08/22/2024

  Since the company wants to be disrespectful because I have a 1995 moble home.and do not want to take responsibility for their installers inadequate install.the new cross over trunk is laying on bricks they took out from under my old outside unit.parts of crossover trunk on the ground.was not strapped up off the ground.company is not taken responsibility for their installers.im proceeding with legal proceedings.company wants to say home is junk.very disrespectful 

  

  Business Response

  Date: 08/29/2024

  Follow-up Response -- ID ********

  Contract. The contract ... which we explained in detail and received approval for over the phone with the customer/complainant ... is in his file, unsigned. We had been a customer of the complainant on three prior occasions ... always with a verbal contract. We felt comfortable with a verbal contract for this customer for the installation of new equipment at his home.

  Repairs. When we arrived to install the customer/complainant's new equipment in August 2023, our installers found a mobile home with underpinning, belly band and insulation missing in several places under the home. The customer mentioned that the home had been neglected and that he needed to level floors, fix water leaks, and make other repairs. Our only repair under the floor ... by verbal contract ... was the replacement of his crossover ductwork, which we completed. We never disturbed his belly band or insulation to complete our work.

  In cooling mode, most A-coil pans contain some condensate. Because the customer/complainant expressed concern having water in his pan ... we elevated the back of his pan to minimize the water ... at no charge.

  Equipment. The original equipment installed by us in August 2023, had the wrong A-coil furnished to us by our distributor. The A-coil worked fine during the cooling mode ... but not as fine during heating mode. When the customer/complainant called about his heat, we discovered the A-coil mistake, and immediately informed the customer. We followed up with the correct A-coil installation as soon as possible, with a full updated warranty ... at no charge. The system is currently working correctly ... for both heating and cooling.

  The equipment installed today is a Trane heat pump condensing unit ... a Revolv/******* furnace ... and a Revolv A-coil (substituted for the wrong Aspen A-coil originally furnished and installed). The equipment is a properly matched system.

  Condensation. We do not doubt that condensation could be present under the customer/complainant's home ... or even at the supply transition at the base of the furnace. When underpinning, belly band and insulation is missing under a home, condensation can easily occur. The consumer informed us that he had leveled the floor beneath the new furnace after our installation. If he jacked-up the floor improperly, he could have broken the seal between the furnace and supply transition ... or between the supply transition and other ductwork ... allowing for air leaks and possibly more condensation.

  What Now? We cannot warranty pre-existing problems or possible customer mistakes under our equipment warranty ... or our labor warranty, unless expressly covered under our contract. Note: We offered to come out to help the consumer with his other problems ... outside of our contract ... on a time and material basis. He refused ... demanded we fix his problems under our warranty ... berated our employees .. and threatened to expose us publicly. 

  We have run a customer oriented HVAC business for over 27 years. We have tried to serve this customer/complainant as best we could ... being honest and transparent ... and honoring our warranty along the way. At this point, we feel the customer would be best served by another HVAC provider.