I have had a disappointing experience with Jones Heating and Air. The second week of July, my air conditioner stopped working. I was ecstatic when I called and could get a technician out that afternoon. So I took a few hours off from work and met the technician. He said the air conditioner was freezing up because it was low on freon. He put a pound of freon in and said it was fixed. Six days later, the air conditioner stopped working again. This time it was a Sunday, so I called and had to leave my name and number with the answering service just so the on call technician could call me to tell me how much it costs for an after hours call. Since that tech could not tell me if I'd get some consideration since the first service call did not solve my problem, I waited until Monday. I took the day off from work and called as soon as they opened, asking to speak to the service manager. The woman who answered the phone started the call back ticket and then transfered me to the service manager who explained they wouldn't charge another service call fee (which is about $80) since they did not fix the problem on the first call out. So the same technician from the week before came back. He saw it was frozen up, but it needed to thaw before he could really check anything. He left and came back around an hour or so later. At that time, he ran through some checks and found a small leak. He fixed the problem and added two pounds of freon to the system. He then charged me for an hour of labor rather than the freon - since the cost was the same either way, I figured that was fine.
I can say I am happy with my fixed air conditioner. My first disappointment was in having to call them back out, but I figured it probably would have happened no matter who I had come out. However, I discovered a third charge on my credit card for two days after that second call. I admit, I was really angry at first. I had a couple of days to think about it and figured it was probably an honest mistake becase they had to pull the paperwork from the first call out and put that paperwork in the wrong pile so that they just accidentally charged me again for that first call out. I called on that next Monday, explained I had an erroneous billing, and was told they would reverse the charge on my credit card. I waited a week and then called back because the charge had not been reversed. At that time, I asked to speak to the billing manager. She had left for an appointment, but they said she would call me back when she got in around 9am. I waited until after 1pm and then called again. She was just pulling up outside, so I waited on the line for a minute to speak to her. As soon as I explained to her what had happened, she passed me off to the same person who had failed to correct the erroneous billing the week before. This woman apologized and said she would process the refund immediately. In fact, she called me back just a few minutes later to say she was processing the refund. We had to go around a couple of times on the amount as she thought the wrong charge was the smaller charge from the second call out, but we finally got it straight and she even gave me the confirmation number. So I was extremely suprised two days later (this past Wednesday) when I saw that instead of a credit, I had been charged a fourth time. I was furious, but I reigned myself in. I had to leave work early to physically go to the Jones Heating and Air office. A nice, but a little giggly, woman did help me and I now have the receipt that says refund with a negative sign in front of the dollar amount.
I personally will not use Jones Heating and Air again. I wouldn't tell anyone else not to use them, but I did want people to know my experience so they can be careful.
In reponse to Worker Bee:
First, I didn't give you enough information to know how much I paid for their service. But it was well more than $150.
Second, the technician did not use freon with a leak detector dye in it. On the first visit, he just put in the freon and said it was normal for units to be low about one pound. On the second visit, he used a hand held device to search the pipes in the outside unit which immediately led him to the source of the leak. It was not hard to find.
Third, I did not know exactly when the technician would get to my house, but the unit was off and just had not had time to thaw out.
Fourth, I thought I was pretty clear that my problem was with the billing portion of the business. I would have been happier if the problem had been found the first time out, but I understood why the tech didn't look for a leak the first time. I never said I had paid too much for the service, either. I feel the prices for each service call were fair. I just did not appreciate being charged an additional two times nor having to take off from work in order to get the erroneous charges refunded.
I posted this just as a warning that if you use Jones Heating and Air, you should carefully watch their billing. If you'd like their number, look it up in the phone book. Or drive down the street to their office on Edison.
I sympathize with you Jennifer. This is the problem you often run into when dealing with large HVAC contractors. I would recommend finding a 1-2 man operation that has been doing HVAC work for years. They have faster response times and you dont have to deal with office workers billing you, plus you get a much more reasonable rate.
I also saw that you said he charged you for an hour of labor instead of 2 pounds of freon. How much was that. Most Hvac contractors charge $25/pound for freon. So if you were charged more than $50/hr for labor, you paid more than what 2 pounds of freon cost.
I have a friend that had a huge issue with Jones.. He has an older unit that had both heat and air on it. His air would not come on.. He called them, they came out and told him it was a small part. He paid for it, around 100.00 –not bad and summer rolled on.. Then winter came, it wouldn’t heat, he called them, they came out, only a small part, so again 100.00 or so for the service. Summer rolled around and same thing. This time he watched from the kitchen as they “fixed” the unit. They were simply switching a part from the heat unit to the air unit and vice versa as the season demanded! Not ordering a new part or actually fixing anything! When confronted, they denied it of course, but a phone call to the boss and a meeting and they did admit it. However all he got was a shrug and sorry about that, but good help is so hard to find. WHAT? They wouldn’t refund anything or didn’t even act like they cared that they had been caught! My friend reported them to the Better Business Bureau but nothing happened.
I use Middleton. They're a big outfit, but I get great service, they stand behind their work, and their techs are very professional. Their prices are very comparable to Jones, judging by my past interactions with both companies.
I had to call them out this past weekend during the big storm. The tech worked in the rain to get me going and then made sure to put on "socks" over his shoes to prevent tracking in mud/water. No other company I've dealt with ever did that. They also stood behind the unit (bought & installed using them) and didn't charge me a thing.