ComplaintsforJohnson Heating & Cooling

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had my ac serviced on Wednesday and was told the service should get me through the summer. I did explain that I would rather not invest a lot of money in the unit due to its age. At the beginning of services I was told it would not take much freon. Then to be told it took a lot more than expected. No discussion of pricing beforehand. My bill was $418. There was thorough discussion of not putting a lot into the unit but pricing was not discussed before service. Service was performed on Wednesday and by Friday my ac unit was not working. I called to discuss and was accused of accusing the service *************** of sabotaging my unit. I never accused **** of anything and spoke with **** himself. My call was to the owner David johnson. Who was not willing to discuss my dissatisfaction with the services rendered and hung up on me. I went by the office to discuss the situation and Mr. ********************** refused to talk about the work done by his business and went to his office and promptly shut his door. I am left with a bill that has been paid and no working ac unit.

  

  Business response

  05/22/2024

  5-22-2024  *********** with the BBB called company and spoke with Mrs. **** ********************** about your complaint. Mrs. ********************** said they refunded your money via check on 4-30-2024. Please let me know if this is correct.

  Customer response

  05/22/2024

   
  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. Please let me add that a resolution was made in between the original letter being sent to BBB and this response. I can and will say that **** is excellent in his role as the service manager and Johnson heating and cooling  made the situation right to my satisfaction.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our experience with them started this summer and has yet to be resolved. Our thermostat died and we gave Johnson's a call since they had previously done warranty work. They arrived promptly and checked out the unit then proceeded to change the thermostat and all was well for a week or two the cooling started to decline. They arrived the next day and the technician changed out the capacitor first thing. We then turned the unit on to test it. Then he immediately diagnosed the iced over line as being caused by a bad ***. About a week later, he arrived to replaced the *** and then informed us that someone had stolen our refrigerant out of the unit and he recharged. After he left, the unit worked fine a few days and slowly started to lose its cooling ability again. We again called to tell them. Same technician showed up and said the refrigerant was stolen again and he could not charge it up without charging us for the refrigerant but he could order some locking caps and then charge up at no cost. So we wait for locking caps to arrive. The technician shows up to perform another leak check, says it's good, charge it, and install locking caps. He then tells my wife he would have to charge an after hours charge for coming and charge for the caps. My wife agrees to pay then he adds that he would also need $500 for the refrigerant to which she says that was not what was told to us so it was not added to the ticket. The unit worked fine for a few days then the all too familiar gradual loss of cooling, as evident in a leak. We call Johnson's again and state that the problem is still there. We were told that they can't come back until we pay the $500 we owe for them not fixing the problem. We then received a bill in the mail showing this charge. As I understand it, a service ticket is a legally binding document that my wife signed for "services" rendered. The document they sent had been modified after the fact. This is at best unethical business practices and at worst illegal.

  

  Business response

  01/26/2024

  This is in response to the ********************************* complaint.  We were surprised to hear that the ************ had filed a complaint against us since the last time we heard from them was on October 4, 2023.  This was when our secretary, *****, called and gave ************************* the amount of their bill for the 8 pounds and 3 ounces of 410A refrigerant our service manager, ****, and our service technician, *****, installed on October 3, 2023.  Since that time, the only correspondence with the ************ has been the billing statements we have been sending them for the repair.  We had no way to know the system was not working well again and thus were a little confused by the notation "finish the job".

  To show how seriously we take customer service, after we were called to their home on Saturday September 23, 2023, we made a 20 minute trip back to our office and returned to the ********** home with 3 window air conditioners for them to use until we could schedule the repair.  Saturday is normally not a working day for us but we always take care of our customers by having a technician on call 24/7.  We had been at the ********** home only 4 days prior, September 19, 2023 for a repair.  After this repair there were no leaks in the system and all refrigerant was present.  However, it was very suspicious that on September 23, only 4 days later, all the refrigerant was gone.  This is not normal.  

  The ************ system we installed in 2016 came with a 10 year parts and labor warranty thru Amana and repairs up to this point had been covered at no charge.  However our secretary, *****, told ************************ on September 23 that they would be responsible for the cost of the refrigerant since ***** would not reimburse us the cost of refrigerant .  ************************ completely understood and agreed to pay for the refrigerant.  On October 3 as stated above, our technicians installed more refrigerant, did a complete leak check , and installed locking caps so the refrigerant could not be removed again.  No leak was found again at this time.

  We will be happy to work with the Cornelisons.  We would prefer to be reimbursed on the refrigerant that was agreed upon by *************************, but all they have to do is call us and we will send our service manager, ****, back to their residence.

   

   

   

   

   

   

  Customer response

  01/29/2024

  This is in response to Johnson's response. You should not be surprised a claim was filed. You did make a followup call after that Oct 4th call, as verified by my phone records. During the Oct 4th call, we were told that the refrigerant charge was forgotten to be added to our service ticket. That's to say, both your service tech and service manager BOTH forgot to add the most important charge? The fact is that we were told that if we waited for the locking caps to come in, we would not be charged for refrigerant but if we wanted it charged with refrigerant immediately, we would be subject to pay. This is when you altered the service ticket that was previously signed to appear as if we "agreed" to that charge and that was not the case, nor did it appear on the ticket we signed and have copies of. During your next call, after the 4th, you reminded us of an outstanding balance (for the refrigerant) and we informed you that the unit was not performing as expected and the "repair" that was made did not fix the problem and the leak was likely still occuring by the symptoms. If it were a case of theft of refrigerant, as tech stated, it would have to be facilitated with a full recovery system as factory charge is 8 lbs 5 oz. This would be immediately noticable and the fact is that it was a gradual continuous, albeit fast, loss of heating/ cooling as indicative of a leak. Your reply that you had no way of knowing the system was not working does not fly when you specifically stated you would not send anyone out to look until the balance was paid. You did supply window units while we waited for parts and I am thankful for that but I feel we waited for parts that were unnecessary when the unit has been misdiagnosed all along and still not in working order. We would be willing to work with Johnson's in the event that the problem actually gets fixed and warranty repairs are made within manufacturer's guidelines this time, although I feel previous "repairs" have decreased the life of the unit.
  

  Customer response

  01/30/2024

   
  Complaint: 21161787
  
  I am rejecting this response because:  Date Sent: 1/29/2024 10:00:51 PM
  This is in response to Johnson's response. You should not be surprised a claim was filed. You did make a followup call after that Oct 4th call, as verified by my phone records. During the Oct 4th call, we were told that the refrigerant charge was forgotten to be added to our service ticket. That's to say, both your service tech and service manager BOTH forgot to add the most important charge? The fact is that we were told that if we waited for the locking caps to come in, we would not be charged for refrigerant but if we wanted it charged with refrigerant immediately, we would be subject to pay. This is when you altered the service ticket that was previously signed to appear as if we "agreed" to that charge and that was not the case, nor did it appear on the ticket we signed and have copies of. During your next call, after the 4th, you reminded us of an outstanding balance (for the refrigerant) and we informed you that the unit was not performing as expected and the "repair" that was made did not fix the problem and the leak was likely still occuring by the symptoms. If it were a case of theft of refrigerant, as tech stated, it would have to be facilitated with a full recovery system as factory charge is 8 lbs 5 oz. This would be immediately noticable and the fact is that it was a gradual continuous, albeit fast, loss of heating/ cooling as indicative of a leak. Your reply that you had no way of knowing the system was not working does not fly when you specifically stated you would not send anyone out to look until the balance was paid. You did supply window units while we waited for parts and I am thankful for that but I feel we waited for parts that were unnecessary when the unit has been misdiagnosed all along and still not in working order. We would be willing to work with Johnson's in the event that the problem actually gets fixed and warranty repairs are made within manufacturer's guidelines this time, although I feel previous "repairs" have decreased the life of the unit.
  
  Sincerely,
  
  *********************************

  

  Business response

  02/02/2024

   In response to **************************** response,  not to argue the point, but we honestly have no record of any communication between us after October 4th. However, we do not want to argue and we will be happy to go back at no charge and check for any present problems.  All the Cornelisons have to do is give us a call and set up a time that is convenient for them.  Thank you.

   

  
  

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 3, 2023, my central air, which was not working, was checked by this business, and I was told I'd need a new motor for the blower. Then, on February the 9th, they returned to install the new motor. After it was installed, the air wasn't coming through the vents in the house. Nonetheless, I was charged $1,120 for that first day visit, and I was provided no itemized billing regarding those parts or the services. I was then told on that same day that the new motor didn't fix the issue because I would actually need an entirely new heat pump unit. The company then offered to provide a small discount against a new unit based upon what I had already paid for the repair that did not actually work. After this, I decided to check with other similar businesses. So, the alternative company that I found informed me of three things: (1) this initial company, Johnson, had installed the motor on the blower incorrectly, (2) that the new motor blower was installed without actually checking the compressor first, and (3) that Johnson obviously therefore failed to realize that the only way that both the blower motor and the compressor would have both went bad at the same time was because the unit had to have been struck by lightning. Based upon this info that Johnson failed to diagnose (which I can document), my insurance company ended up reimbursing most of the cost of my unit. As I now no longer trusted Johnson, I went through the second company to purchase my new unit. Today, I returned the motor to Johnson's and requested my money back, but this was denied completely. As they failed to diagnose the problem correctly, I ended up purchasing a part that I never actually needed at all. This motor was turned off and on exactly 2 or 3 times, and it is completely unused.

  

  Business response

  03/16/2023

  This is in response to the complaint filed by Mrs. *******.  We bend over backwards for our customers, and have all of our 45 years in business.  We operate with the utmost of integrity.  This is backed up by our many favorable online reviews and our A+ BBB rating.  We have also received by far more TVA Energy Right Awards than any other HVAC contractor in Northeast Alabama.  Our technicians are highly trained with constant continuing education courses and all employees are professionally background checked before employment.

  One of our technicians, Jesse, (on whom we have received many complimentary reviews) was dispatched to Mrs. *******’s home on Feb. 3, 2023 to find an old and very POORLY installed mismatched, split system.  The air handler was a 5 ton and the condenser was a 3 or 31/2 ton (we have pictures). This is NEVER recommended.  And according to Mrs. ******* a rescue motor had to be installed almost immediately after purchase of the system.  This system could never have performed up to factory specifications.  It was obvious to Jesse that the entire system needed to be replaced. We also wish to add here that we have received compliments from past customers on how we do not try to “push a new install”.  We always think of the customer’s best interest.  This is based on initial repair costs plus operational expense and any available warranty.  Jesse commented how the entire time he was there Mrs. ******* made him feel more uncomfortable than almost any customer he has ever visited. She even had her adult son contact our office after Jesse’s visit with many questions.  It was almost as if our honesty and skill were being questioned from the beginning.
  On the initial diagnostic visit on Feb 3rd Jesse gave her more than one possible scenario as to why it was not advisable to even attempt to repair the system.  He said “I will be back again fixing something else” referring to her decision to purchase a motor. As another side note, our techs are instructed ALWAYS to collect the $100 diagnostic fee upon leaving the initial consultation.  However, we allowed Mrs. ******* to pay the full amount upon installation of the motor.  As for the implied incorrect diagnosis it is STANDARD PROTOCOL in the industry to first get the system running.  Thus the motor was the first part to install.  Once again, we must add Mrs. ******* was warned there may be more repairs necessary.  As for the so-called lightning diagnosis, we are very suspect on this. First, while remotely possible, it is highly unlikely this was the case.  Usually with lightning damage other appliances and electrical instruments are also damaged within the home.  It is not uncommon in the HVAC industry to file lightning affidavits with insurance companies.  We very rarely however do this because we want to be absolutely certain this is the case. It is also very common in our field for the follow-up company to “disagree” with the initial company’s diagnosis.
  As for the price charged, any HVAC company can tell of how parts and system prices have skyrocketed since the covid outbreak.  This includes labor costs as well.  The $1,120 price is very much in line with what a legitimate full-service HVAC company with a complete office staff and 24/7 service availability must charge.  Our company realizes this may seem high, but this is very much a competitive price in our field.  The price, we believe, is where Mrs. *******’s distrust of us began.
  Per Mrs. *******’s instructions we special-ordered the motor as this was not a type motor we keep in stock.  Mrs. ******* knew this was a special ordered part and could not be restocked.  Jesse installed the motor on Feb 9th and it was working when he left.  We did not know until after she called our office on Feb 10th that the unit was not working again.  Our company DID NOT advise her on Feb 9th as she says in the complaint that the new motor didn’t fix the problem. Again, Mrs. ******* was warned this could happen on Feb. 3rd.
  Jesse returned to Mrs. *******’s on the afternoon of Feb. 10th after she called our office with instructions to give a generous price discount on a new system.
  We did not hear anymore from Mrs. ******* until March 6th. She made a very confrontational phone call to our office, speaking with *****.  ***** is our very professional and knowledgeable office manager. Mrs. ******* demanded we refund most of our cost on the repair which ***** replied was probably not feasible. Mrs. ******* even drove to our office that afternoon demanding a refund and bringing back the motor we installed.  Again, the fact that a 2nd and may we add much smaller company, we believe, led Mrs. ******* to think we had completely miscalled the entire repair.  This was absolutely NOT the case, as noted earlier on standard diagnostic protocol.  And the reason her refund request was denied at that time was due to her complete disregard for everything she had been told by our company earlier. Also, her stories seemed to keep changing.
  For lack of a better way to put it, our company feels Mrs. ******* gambled and lost.  And it was also easy for her to push her narrative when another company has led her in this direction.
  However, as soon as she left our office, we began reaching out to our supplier from whom we purchased the motor.  We worked with this supplier several days but they said they could not refund any of our cost.  We expected this as the motor was now used.
  To show good faith in trying to resolve this matter we sent a refund check to Mrs. ******* in the amount of $302.69 today, March 15th. We arrived at this total in the following manner:           
  Total payment received by us    $1,120.00 

   Cost of motor                         - $717.31 
     Subtotal                                $402.69
  Our diagnosis fee from Feb. 3    -$100.00
  Refunded amount                      $302.69
  
  Thank you,
  
  

  

  Business response

  03/31/2023

  In response to *********************** response, we really do not have anything new to add to our first statement.  Nothing has changed.

  Once again, ***** TOLD ******************* she needed a new system and that he did not recommend the repair.  Maybe she has forgotten. I can assure you, we had much rather install new systems than try to repair old ones that are mismatched and poorly installed.

  As to her thought that the repair was miscalled BBB or anyone can check with HVAC schools, other reputable service techs, etc.... what we did was standard protocol.  Once again, we have been doing this for 45 years.  As to the insurance claim that we can view, that means absolutely nothing!  As we stated earlier, many companies know to go to the "lightning damage" route in hopes to get the homeowner a new system.  We will not do this unless we are 100% sure that is the case.  We have never wanted to be accused of insurance fraud. We are not saying this is what took place, just that we followed standard procedure and we also saw no evidence of lightning damage.  

  In conclusion, we stated we tried to return her now USED motor back to the distributor and they refused.  We have sent a check for the labor costs minus the diagnostic fee and we should not take the loss on a part ******************* knew could not be returned.

*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. ↩