CJS Heating & Air and Bassett Services of Dayton, Ohio,
I've been torn between writing to express my thoughts and opinions about the company's operations. I chose CJS based on its 5-star rating and positive reviews, but we've been deeply disappointed with the installation process of our new HVAC system.
From the very beginning, we've been frustrated by the lack of communication among the technicians, supervisors, branch managers, and other staff members. While the technicians who've worked on the system are all incredibly talented, professional, and personable, it's crucial to have a connection with the people hired for a major home renovation project. Homeowners spend several days or even weeks with the contractors, so it's an opportunity to get to know them.
Here's how the situation unfolded. In late March, our old flooring was damaged due to damp moisture under the planks, gaps, and mold. The remaining planks had to be removed, and the mold cleaned before the renovation could begin. We had to replace our entire HVAC system from a down-flow to an up-flow. The slab ductwork was concreted, and new ductwork was installed in the attic. Another company performed slab jacking with polyurethane, which caused us to endure the inconvenience of walking on a concrete floor from March to July.
As customers, we value clear communication, so it was disheartening to witness the lack of support between the company technicians and supervisors. Observing the situation, it became evident that there was a rift of internal conflict within the company.
On June 11th, Dominic, Brandon, and a female technician who was just starting her career arrived around the end of May. We were informed that the job would take two days, possibly three. Initially, things seemed to be progressing well.
However, on June 12th, the situation took a turn for the worse.
Dominic, Brandon, and another technician arrived. The day began well, but we soon noticed Dominic's frustration and poor performance. The ductwork hadn't been installed to the attic frame, and the temperature gauge was malfunctioning. The company replaced it with a new one, and we were assured everything was working properly.
However, this proved to be false. The temperature gauge kept showing high readings, leading to a significant increase in our electric bill. We requested another technician, CJS, to recheck the entire system. Dominic returned alone that day, as his colleague had called out sick. Upon his arrival, he realized the extent of the unfinished work. Two areas of the ductwork had collapsed, and the vents were not properly framed. Insulation and dust were scattered everywhere, effectively turning the attic into an air conditioning unit. Brayden had assured us the job was complete, but Dominic worked until 1 am that morning, insisting it was done.
We repeatedly requested a return, as we still felt the dust and insulation. Dominic assured us everything was fine, but we discovered other issues. We feel like we've been victims of internal company conflicts. We've been treated like two complaining old ladies, but you underestimated our determination. This major renovation project lacked attention to detail, and the technicians failed to inform us and upper management that the job wasn't finished. If your workers are unhappy and in conflict with management, customers suffer from a lack of trust in the company. Communication between employees and customers was poor, and in good conscience, we can't give this company a five-star rating for their service. It took the entire month of June and mid July for your company to complete this project, which is unacceptable. We understand that life happens and there are things beyond the company's control, but this is unacceptable.
We encountered some incredible individuals during this process. Please ensure that everything is handled correctly. If your customers perceive the lack of communication and frustration between technicians and upper management, the company will start losing customers. I genuinely hope you can improve the company's communication, particularly with the company owners and managers. Perhaps there should be some compensation for our patience and understanding. I need to focus on my health now.
The last day on July 27th, upper management failed to inform the technician, Dominic, about the necessary materials to complete the job accurately. Dominic completed the job, but we both informed Dominic that day that the company needs to improve communication because we can see the internal conflict as customers. Despite their 5-star rating, we cannot give them a 5-star rating based on our experience. This job required meticulous attention to detail, and your company's issues affected the quality of the work. It has been incredibly frustrating because it has taken two months to resolve all the issues that were not addressed during the first two or three days. If it had only taken weeks, we could have adapted. read more
