ComplaintsforH Jack's Plumbing & Heating Co

• Initial Complaint

  02/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  2/14 called co to repair furnace. tech arrived gave initial diagnosis - bad computer board. I asked about the wires, he starts testing them individually. the one for the gas valve pauses he declares it's a bad valve. replaces for 920. the fee for showing 135 and the repair. house is still cycling on and off quickly. Wake up house cold again Saturday. I called back. Tech comes, 1 of the same men from 2/14. He opens the flue furnace cycles normally. detacts wire that caused the fan to blow continuously. stays about 1 hr. says I may have a clog in the chimney and the thermostat may need to be replaced sooner than later. Said furnace was fine. Said I'd already paid "all that money". Call was no charge. No heat by 3pm same day. I call again. Very unprofessional man doesn't even give co greeting. Asks about service for today and Wed. Says won't charge for this diagnosis. Tech arrives, says bad switch, he releases it. Furnace starts to work. For 500 he can replace need deposit then. I asked if I could think about it. Says price will increase. Male friend arrives asks about switch fixing heat. Tech says I need a new furnace. Says furnace is overheating causing the shut off. However the furnace isn't hot. no trapped heat. He said it was too big for home. Home is 1600 sq ft furnace for 2100 sq ft. Had the furnace for 10 yrs with no issue. He said he'll replace for 6000 but he needed a deposit now. My friend asks if the repair didn't fix the heat problem and a new switch won't why were they brought up, why was I charged at all? Tech says he just works there. He can get the furnace working til Monday if I put a deposit in for switch or new furnace. We asked why can't he just fix furnace? he says unless we pay he wouldn't fix. He would be rigging it and if something happens co would be liable, which sounded suspect as if something happened later that evening or sunday would they not still be liable??? I received 3 different diagnosis no resolution. Service was refused.

  

  Business response

  02/20/2024

  *** *********

  We value and appreciate all feedback from our customers, even when it is not always positive. It is during these instances that we are able to demonstrate our true commitment to customer service.

  Thank you for allowing us to work with you and resolve your concerns to your 100% satisfaction.

  For over 45 years and two generations now, our family-owned and operated company has been providing the level of safe and professional service and workmanship that is truly unique in the skilled trades. This along with consistently giving back to those most in need in the communities we serve. Give us a try and you won’t be disappointed.

  Thank you for your consideration.

  Customer response

  02/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  I recently posted a review for * ****'s Plumbing and Heating. My initial experience was very stressful. * ****'s immediately reached out to me to rectify the situation. They sent one of their most experienced techs to trouble shoot my furnace issues. He did a complete inspection and cleaning and discovered 2 issues needing addressing. He had to order parts to be in the next day and was able to get it started. However, it klonked out later that day. He arrived the next day, changed the parts, no success. I listened to everything. He explained that it could be the computer board and the cost to replace he also advised on other options for purchasing a new system. I appreciate the time he gave me, explaining how the parts worked together, what went wrong with the original furnace install and later AC install which contributed to the current situation. Instead of investing more into the furnace I opted to buy. My furnace was installed today. The tech explained the benefits of the system and how the AC system and furnace were from the same family, meaning no more system fighting. He assured me the units were sized not only for my home but for each other. He informed me of the company's inspection plan for yearly maintenance. I appreciated his kindness and thoroughness. They left my basement probably neater than I had. I am very grateful for the speedy response of * ****'s Plumbing and Heating and how they worked tirelessly to resolve the matter. 

  
  Regards,
  
  ********* ********
  
  

  
  

• Initial Complaint

  07/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  H,Jack's plumbing installed a hot water tank on my property. Per the plumbing code 604.8 the static pressure is not to exceed 80psi. Not only did they tell me I did not need an inspection, that they would handle it, they never provided me with the permit which states this fact. I had the tank inspected and it failed due to being over 90 psi which will eventually cause other problems. I had them come back stating they needed to correct their error and install a pressure release valve. Even with the stated plumbing code and city permit, they refuse unless paid more money, which I find ridiculous and completely wrong. I refuse to pay more for something that should have been completed in the first place.

  

  Business response

  07/24/2023

  Good afternoon, 

  We have reached out multiple times in an attempt to resolve this issue today, unfortunately we have not been able to get in contact.

  Please call us back at ***** *******1 so that we may resolves these concerns to your satisfaction.

  For over 45 years and two generations now, our family-owned and operated company has been providing the level of safe and professional service and workmanship that is truly unique in the skilled trades. Give us a try, you won't be disappointed.
  
  Thank you for your consideration.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of service was 12/24/22, billed $862 to defrost a frozen pipe. No pipes were leaking, no pipe repair was needed. This past winter water stopped going to the second floor of our house. The house was heated at 70 degrees inside on both floors and there were no signs of any pipes bursting. So we called Jack's Plumbing so that if there was a pipe on an exterior wall that froze they could defrost it. They cut two fairly large holes on interior ceilings in the hallway and kitchen. Then a third large hole inside a closet, which was an exterior wall. They used a blow torch on the pipes above. They also used a "hot box". Eventually the point that was frozen thawed and water pressure was restored to the second story. There were no pipes that burst and no water damage. This year we just got back from Florida and had Jack's Plumbing come out and take photos of the large holes in the ceiling and uploaded them to their manager. No one has disputed the fact that this issue could have been resolved without the need to cut so many holes, especially into the interior ceiling. The hot box probably would have been enough. So there was no apology, the manager just said to fix this it would be $2600, when we relented, he said $2200. That plus what we already paid them, would put us over $3000 for a pipe that froze on an outside wall. Sorry, but this just doesn't add up, especially when I've spoke with and shown the damage to other professionals in the field. This company has been unresponsive to our phone calls or email we sent them with pictures of the damage.

  

  Business response

  04/20/2023

  Good afternoon Mr. *****,

  We value and appreciate all feedback from our customers, even when it is not always positive. It is during these instances that we are able to demonstrate our true commitment to customer service.
  Per our conversation and gesture of goodwill, we are happy that we were able to resolve your concerns to your satisfaction.

  For over 45 years and two generations now, our family-owned and operated company has been providing a level of safe and professional service and workmanship that is truly unique in the skilled trades. This, along with consistently giving back to those in need in the communities we serve, is part of our core values and mission.

  Thank you for your consideration.

  Customer response

  04/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution (below) is satisfactory to me. 

  A financial settlement was agreed upon by issuing a credit of $300 to my credit card account. 

  Regards,

  ****** *****
  
  

  
  

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called H Jack, heating and plumbing services on Friday, February 3, 2023 to come to my rental property because my tenant expressed a concern regarding the furnace. She stated this furnace was making this noise and she was concerned that the heat is not working properly. A H Jack representative came to the property and called me and stated, the problem was that the furnace filter was dirty, but there was nothing wrong with the furnace. Consequently, I believe the technician was correct, but my tenant called me again on Saturday, February 10, 2023, and said the furnace was making a roaring noise as it stopped working. I called another company to come out to look at the furnace and found that the furnace needed a motor. H Jack Plumbing and Heating Co. improperly diagnosed the furnace situation. But yet charge me $169 for a service charge where they did not diagnose the problem. This company is not a reputable company and I will never recommend them to anyone.

  

  Business response

  02/16/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Good Morning Ms* *******
  
  It came to my attention earlier today, that you were not pleased with the services we rendered at both ******* ********* ****** and your rental property. I attempted to contact you directly with the phone number we have on file.
  
  Is there a convenient time when we can discuss your concerns and allow me the opportunity to resolve them to your satisfaction?
  
  Thank you for your consideration.
  
  Best regards,
  ****
  

  
  

  

  Business response

  02/16/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Ms* *******
  
  Our company controller **** *********, is processing the refunds and gift certificate we discussed earlier.  I have CC'd him in on this correspondence. 
  
  On a side note, thank you for taking the time this morning to work with me to find resolution to your concerns.
  
  I admired and appreciated the way you not only represented ******* ********* ******, but yourself as well.
  
  If we can be of any assistance in the future, please do not hesitate to contact me directly.
  
  Warmest regards,
  ****

  Customer response

  02/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** ************
  
  
  

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  THE AFOREMENTIONED COMPANY (JACK'S HEATING/PLUMBING} CAME OUT TO LIGHT MY FURNACE. I WENT OUT OF TOWN AND RETURNED WEEKS LATER TO FIND THAT MY WHOLE HOME IS FILLED WITH SOOT. I HAVE LOST EVERYTHING I OWN IN THE HOME. THE COMANY SENT THE SAME GUY BACK OUT AFTER DAYS OF COMPLAINING TO ASSESS THE PROBLEM. THE MAN (TERRY REITZ) CONVENIENTLY FOUND NOTHING HE DONE WRONG. MY INSURANCE COMPANY CALLS THE INCIDENT FAULTY WORKMANSHIP, DENIED THE CLAIM, AND SAYS THAT THE COMPANY'S INSURANCE COMPANY IS LIABLE. I HAVE NOT BEEN LIVING IN THE HOME DUE TO THE AMOUNT OF SOOT IN THE HOME. I NOTICED THE PROBLEM WHEN I RETURNED HOME ON jANUARY 3, 2023 AROUND 3AM. THIS IS THE THIRD WEEK I HAVE NOT BEEN LIVING IN MY HOME AND NOBODY IS LIABLE FOR THE DAMAGES. I AM GRIEVED ABOUT THE SITUATION AND WOULD LIKE THE COMPANY TO RECTIFY THE PROBLEM. I NEED HELP AND I NEED IT NOW. THANKS IN ADVANCE.

  

  Business response

  01/20/2023

  *** *******,

  
  We value and appreciate all feedback from our customers, even when it is not always positive. It is during these instances that we are able to demonstrate our true commitment to customer service. We will making a job site visit this upcoming Monday to resolve your concerns to your satisfaction per your conversation with *******.

  For over 45 years and two generations now, our family-owned and operated company has been providing the level of safe and professional service and workmanship that is truly unique in the skilled trades. This along with consistently giving back to those most in need in the communities we serve. Give us a try, you won't be disappointed.

  Thank you for your consideration.

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On the 20th of August I had a clogged sewer pipe I called the city came down checked the main sewer and they determined the clogged pipe inside the house so I started to call plumbers one of them H Jack plumbing and said in 20 minutes will be there. After 20 minutes H Jack showed up with no tools and said he will be at 8 AM, in the morning I said to him where is your tools. He said I have a big machine it will break the pipe I said go back and get the right one. He said nothing is available until tomorrow morning definitely I will be here at 8 am . I agree to it at the same time ask me to pay him 165 dollars emergency, I said, you didn’t fix anything right there and then it’s not an emergency you pay me now and I will speak to my boss and will deduct it. So paid the 165 and I signed the receipt. I know now he took me hostage so I can’t call someone else.The next morning he came diagnosed it and unclogged the pipe and charged me 313 dollars I said but you charged me last night $165 and you said will ask your boss he said they won’t do it . I will pay and dispute it with my credit card, meanwhile after he left I discovered he cracked the sewage pipe. I don’t think they honest business people and I will never use them again and will not recommend H Jack plumbing to anybody . They owe me the 165 dollars and they should repair the sewer pipe period.

  

  Business response

  11/28/2022

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Good afternoon *** ********
  
  This email is in reference to Complaint ID ******** involving *** ******* ****** located at **** ****** ***** ********** ** ******
  
  The service request was placed at 9:30 pm August 20th, 2022 by a “****** ******* for a sewer backing up into the home. There is an emergency service fee of $165.00 on the weekends for us to assess the situation and then provide pricing for any services needing to be rendered. Once on site our technician had found a branch line being backed up and proper machinery to clear said blockage was unavailable logistically at the time of night due to the call volume we were experiencing.  Our technician spoke with the customer to return in the morning (Sunday, August 21st, 2022) due to the customer having functioning facilities outside of the one toilet and they had agreed.  As promised, we had returned the next morning with the proper equipment and performed the work at the price quoted with the customer. 
  
  Since this concern has been brought to our attention (first via review on BBB) not only me, but the President of our company has been trying to contact this customer to get this resolved but have been unable to reach them. 
  
  I am hoping that you may be able to assist us in getting this resolved amicably. 
  
   
  
  Best regards,
  
  *** *****
  
  Operation’s Manager
  
  H. Jack’s Plumbing & Heating Co.

  

  Business response

  11/29/2022

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Good afternoon *** ********
  
  
  This email is to inform you that we were able to contact *** ****** and resolved his concerns to his 100% satisfaction.
  
  
  Please let me know if there is anything else on our end you may need.
  
  
  Thank you for your assistance in this matter.
  
  
  Best regards,
  
   
  
  *** *****
  
  Operation’s Manager
  
  H. Jack’s Plumbing & Heating Co.

  Customer response

  11/29/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* ******
  
  I got in touch with H, Jack’s plumbing company we came to an agreement to satisfy both parties. 

*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. ↩