Customer Service & Business Practices Substandard.
The company’s expectation that a customer pay $375 (over multiple service visits) to diagnose and replace a universal accessory part (condensate overflow pan switch) that costs less than $40 and is commonly known to go bad is outrageous at best and unethical at worst.
I contacted company for a diagnostic service call on my AC unit which they installed four years ago. When I spoke with the on-call technician and explained my problem (no low voltage power at thermostat), he stated that my issue was likely caused by a bad condensate overflow pan (COP) switch or a CS-2 condensate switch and this was very common occurrence.
The next day a technician arrived and diagnosed the problem as a faulty COP switch but explain he would have to order the part and could come back to install. He was able to bypass the COP switch and got the system running again. At the conclusion of the $254 diagnostic visit, I asked the technician to provide me a quote to (1) replace the COP switch and (2) setup annual service agreements for two home HVAC systems.
After four business days passed with zero communication from the company, I called to ask on the status of my repair estimate. When I called the main line, I was immediately interrupted by the sounds of multiple employees yelling across the office and someone yelling back into the phone at another employee before I was hastily transferred to Cathy in the service department. After the abrupt and jarring transfer, I spoke with Cathy to request a status update on my repair estimate. After a brief review, she explained it was her fault that she “misread” the ticket and closed it out rather than develop the requested repair estimate and contact me. She explained she would call me back later that day with the information on the repair estimate.
When Cathy called me back, she provided me a repair estimate in the amount of $123. I asked Cathy if she could provide me the part number for the COP switch and an itemized quote (i.e., parts and labor). Cathy said she could not provide an itemized quote but she would transfer me to another service department employee to give me the part number information. When I was transferred to the other service department employee I was told, “It is just a COP switch, I cannot give you the part number, and that’s the cost, $123. I can put it on an estimate for your approval and we can be at your home the next business day to install.” I was disappointed to be met with animosity, indifference and hostility on asking reasonable questions (i.e., what is the part number?) to understand if I am getting an appropriate value to replace a $20-$35 accessory part under a $123 repair estimate after paying $254 for the original diagnostic fee on an AC unit that is less than four years old.
I can only hope that my experience is an outlier and does not represent the company’s customer service policy or its standard business practices.
The John Waters company has adjusted my furnace and air conditioning system twice a year and responded very quickly to take care of any problem I have noticed. I recommend them highly.
I was extremely pleased with John Waters. Joe, the technician, was thorough, diligent, and able to explain the problem with my unit. He fixed it the least expensive way he could, while also warning me to keep an eye on it and what it might need in the future. Also I was very appreciative of the fact that he was able to come the day I called, with very hot weather in the near forecast. I will never use any other HVAC company than John Waters.
I have used John Waters a few times including for systems inspection when I purchased my home, and I cannot say how appreciative I am for the professionalism! Tim & his team always take the extra step especially when it comes to the explanation of the problem and how to proceed. Always arrive within given time window. My wife, young son, and I have always felt comfortable & pleased with them. On a 99 degree day I’m very happy to have my a/c issue resolved!!
I have used John Waters for many years to service my heating and air conditioning & for various electrical jobs. I have always been satisfied with their work. The staff that I deal with when I schedule my services is always very pleasant and helpful.
As always, John Waters provided us with excellent service this past Friday afternoon. Troy, the Service Technician, was efficient, courteous, and educated me at every step to help me take better care of our HVAC system. He was very thorough in checking our system to determine if there was a problem, and he did all of the little extra things that keep the system in good shape. We couldn't ask for better service. Everyone at John Waters should be very proud of the team they have assembled over the years. Keep up the great work!
John Waters provided another great service call this past week. Joe was very knowledgeable and found a problem that he easily rectified. He was very personable and took care of everything quickly and efficiently. Kudos again to John Waters for building such a great team!
They were great! I called at 8:45 and they had someone to the house by 10 to fix the AC because it went out the night before. We really appreciated it as we had someone with health issues at home.
The service technician was knowledgeable and did a great job. Have used them before and will continue to call them when I need and hvac or electrical service.
Stewart McCollam
Customer Service & Business Practices Substandard.
The company’s expectation that a customer pay $375 (over multiple service visits) to diagnose and replace a universal accessory part (condensate overflow pan switch) that costs less than $40 and is commonly known to go bad is outrageous at best and unethical at worst.
I contacted company for a diagnostic service call on my AC unit which they installed four years ago. When I spoke with the on-call technician and explained my problem (no low voltage power at thermostat), he stated that my issue was likely caused by a bad condensate overflow pan (COP) switch or a CS-2 condensate switch and this was very common occurrence.
The next day a technician arrived and diagnosed the problem as a faulty COP switch but explain he would have to order the part and could come back to install. He was able to bypass the COP switch and got the system running again. At the conclusion of the $254 diagnostic visit, I asked the technician to provide me a quote to (1) replace the COP switch and (2) setup annual service agreements for two home HVAC systems.
After four business days passed with zero communication from the company, I called to ask on the status of my repair estimate. When I called the main line, I was immediately interrupted by the sounds of multiple employees yelling across the office and someone yelling back into the phone at another employee before I was hastily transferred to Cathy in the service department. After the abrupt and jarring transfer, I spoke with Cathy to request a status update on my repair estimate. After a brief review, she explained it was her fault that she “misread” the ticket and closed it out rather than develop the requested repair estimate and contact me. She explained she would call me back later that day with the information on the repair estimate.
When Cathy called me back, she provided me a repair estimate in the amount of $123. I asked Cathy if she could provide me the part number for the COP switch and an itemized quote (i.e., parts and labor). Cathy said she could not provide an itemized quote but she would transfer me to another service department employee to give me the part number information. When I was transferred to the other service department employee I was told, “It is just a COP switch, I cannot give you the part number, and that’s the cost, $123. I can put it on an estimate for your approval and we can be at your home the next business day to install.”
I was disappointed to be met with animosity, indifference and hostility on asking reasonable questions (i.e., what is the part number?) to understand if I am getting an appropriate value to replace a $20-$35 accessory part under a $123 repair estimate after paying $254 for the original diagnostic fee on an AC unit that is less than four years old.
I can only hope that my experience is an outlier and does not represent the company’s customer service policy or its standard business practices.
johnc Morrison
The John Waters company has adjusted my furnace and air conditioning system twice a year and responded very quickly to take care of any problem I have noticed. I recommend them highly.
Kerry Dukin
I was extremely pleased with John Waters. Joe, the technician, was thorough, diligent, and able to explain the problem with my unit. He fixed it the least expensive way he could, while also warning me to keep an eye on it and what it might need in the future. Also I was very appreciative of the fact that he was able to come the day I called, with very hot weather in the near forecast. I will never use any other HVAC company than John Waters.
Adam Reinstedler
I have used John Waters a few times including for systems inspection when I purchased my home, and I cannot say how appreciative I am for the professionalism! Tim & his team always take the extra step especially when it comes to the explanation of the problem and how to proceed. Always arrive within given time window. My wife, young son, and I have always felt comfortable & pleased with them. On a 99 degree day I’m very happy to have my a/c issue resolved!!
Dana Bridges
I have used John Waters for many years to service my heating and air conditioning & for various electrical jobs. I have always been satisfied with their work. The staff that I deal with when I schedule my services is always very pleasant and helpful.
Betty Hester
Thank goodness for John Waters! No heat, snow tomorrow! Came right out, replaced part. Now we are warm and cozy. Love those guys!
Donald King
As always, John Waters provided us with excellent service this past Friday afternoon. Troy, the Service Technician, was efficient, courteous, and educated me at every step to help me take better care of our HVAC system. He was very thorough in checking our system to determine if there was a problem, and he did all of the little extra things that keep the system in good shape. We couldn't ask for better service. Everyone at John Waters should be very proud of the team they have assembled over the years. Keep up the great work!
John Waters provided another great service call this past week. Joe was very knowledgeable and found a problem that he easily rectified. He was very personable and took care of everything quickly and efficiently. Kudos again to John Waters for building such a great team!
Wendy Martin
They were great! I called at 8:45 and they had someone to the house by 10 to fix the AC because it went out the night before. We really appreciated it as we had someone with health issues at home.
Cathy Ramsey
The service technician was knowledgeable and did a great job. Have used them before and will continue to call them when I need and hvac or electrical service.
Cass Brooks
John Waters always does the best job! John came out and looked over the furnace for our annual maintenance review! Quick and knowledgeable!