Jones Services

Reviews 3

GR

Greg Sandow

A while ago, I posted a very negative review of this company. Seemed like theyd offered us a very expensive repair for a very simple problem, which we later got fixed free by a contractor working on other things in our house. But then John Moroney, the general manager at Jones, took the trouble to call me. I cant blame him for being upset, or for wanting to improve the way his company looked online. But I have to say he seemed genuinely upset that Id had a bad experience. Heres the story. One of our two outdoor AC units developed a knocking noise when the fan turned. This had happened before. The units are close to the wall of the house. Our metal roof is steeply slanted, and in the winter, ice can fall off. If it hits one of the units, it can bend something inside, so that now the fan knocks against something when it turns. When this happened previously, I called a local one-man operation, who fixed it quickly, charging us around $200 (maybe less) for the visit. Since this company now was out of business, I called Jones when the problem happened again. The repair guy came quickly, was friendly, and said the repair would require replacement of part of the unit, at a cost of $1200. He suggested that we might want to get the job done on both units, so theyd look the same. Also said he might be able to get us a discount, if we agreed on the repair immediately. We couldnt imagine paying that much for what seemed like a simple problem, or at least not without looking elsewhere. So we said no. We were having extensive work done on our house unrelated to the AC. When we told our contractor what had happened with Jones, he opened the unit, and fixed the knocking noise in 10 minutes with a hammer. Which is about what the previous repair guy had done the first time we had this problem. John Moroney, very much to his credit, was happy to discuss all of this in whatever detail was necessary. He said it wasnt Joness policy to do seat of the pants repairs the way our contractor did, because the company couldnt guarantee the results. That might not be an approach Id want to take if I ran a company like Jones, but I can understand that a big company might want to play by the rules, do repairs by the book. Essentially what our repair guy had done was look up the standard solution to our problem, as the company saw it, and recommend what the book told him. I told John that, from my point of view, this left customers a little bit out in the cold, since they wouldnt be told that a simpler, cheaper repair could be done by someone else. Much cheaper! So John and I, after more talk, came to an agreement: It would have been better for the Jones repair guy to have told us this. To have said something like: "Our company recommends that you have a thorough repair done. Its the only kind we can guarantee, and the cost unfortunately will be $1200. It might be possible to find someone else who could fix the problem more simply, for a lot less money. Thats not something we would do, because we feel we couldnt guarantee the result. But you should understand that the option is open to you." I have no idea, of course, if Jones repair staff are now telling customers that, but I thought it was good that John agreed it was a good thing to say. And I have to honor him for caring about the problem, and for reaching out to me. He also refunded what wed paid to cover the cost of the visit, since we hadnt been happy with the result. I can honor him for that, too. So our experience with Jones didnt end so badly. I think one moral of the story is something most of us know — always get a second opinion. And when someone offers only an expensive option, push back a little, and see if thats really the only choice. The four-star rating Im giving here is more about John Moroneys response to me. Id still give the repair visit a lower rating. But my opinion of Jones is better than it used to be.

RO

Ron Long

Unfortunately my experience was not a good one. I called with an issue with my shower whereby my knob had broken and I could not shut off the hot water. Therefore I had to shut off the water to my home. I called on a Tues and was told a technician would come that day. I was then called at 4:30pm and told they wouldnt be there that day but would be by the next morning. The next morning the technician arrived and informed me they needed to have a part OVERNIGHTED and theyd be by the next day to repair the shower. I was Quoted a price of nearly $600 to replaced the center piece of the shower that has the hot and cold knobs. (Seemed very high) Please note the technician was very nice and professional. I did however ask if I could just shut off the water to the shower so I could I have water in the rest of the home. I was told there WAS NOT a way to do so. The next day (Thurs) I do not receive a call all day so I call at 4pm. A customer rep tells me according to her notes the part cant be overnighted and that they paid for special 2 day delivery and the part would arrive the next day (Fri). Friday now arrives and again I DO NOT RECEIVE A CALL. I again call at 4:15pm and am again told they had to check their notes. Im told the part MIGHT still arrive that day with their 4pm delivery (its already 4:30pm by this point) but that most likely Id have to wait until Monday. At this point I become upset and explain Ive been without water for 4 days now, that Ive explained that I have 3 young children and that Ive been made numerous promises and I cant even receive a phone call. I Am aplogized to repeatedly for My feeling that way but am made no Offers of compensation or any solutions. I also convey that I found it crazy that Im paying $600 for what seems to be a very simple repair and that Ive not even been offered a discount or anything after all this hassle. Finally a manager gets on the phone and explains that they normally only help people on the weekend for emergencies but that theyd consider my not having water for 4 days now an emergency and that if the part came in theyd come by Saturday morning. Saturday arrives and finally a technician arrives (who again was professional and courteous) and immediately proceeeds to show me that the water to the shower could have easily been turned off via a valve behind the panel in the back of the shower. I COULD NOT BELIEVE IT. The repair itself took less than 1 hour. So to surmise, a simple replacement cost nearly $600, took 5 days to occur, required numerous calls, only required 1 hour to replace and in the end I was without water unnecessarily.

CA

Catherine Schouten

I had a wonderful experience with Jones Heating Cooling Plumbing & Electric. Right from the start with scheduling our appointment Joness made it so easy. The secretary at the office got us an appointment right away and called us the day before to remind us as well as the day of the appointment to let us know the tech was on his way. Our project manager Tim was so helpful in making sure that we were putting in the right system for our needs and correct size unit based on the square footage of our home. On installation day our techs showed up on time and ready to work. Both individuals were very friendly and took special precautions to make sure they cleaned up and closed doors behind them as they worked due to my dogs freely running around the house. My husband and I couldnt be happier with our new unit. Thank you Jones for the outstanding customer service and for hiring workers that are reliable, honest and hard working. We look forward to doing business with you again in the future.

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