J & W Heating and Air

I don’t recall ever having posted a negative review of a product or service, but in this case I felt it was my civic responsibility to do so. The following events are true to the best of my knowledge. And I have the receipts. J&W installed a new water-to-air heat pump in my 1,650 sq ft home in November 2019, but it was not until the following spring that they were able to make it cool my home. Long story short: over numerous service calls, various theories and explanations for the cooling failure included: 1) the thermostat was not programmed (or not programmed correctly), 2) a temp of 72 F (in December!) was the best the unit could do, 3) some of the vents needed to be adjusted, 4) the fan needed to be turned up, 5) the dehumidification mode was preventing the unit from cooling, and 6) there was too much static pressure in the system, due either to the high MERV rating of the filter or a too-small return duct. It was not until April 2021 – 5 months after installation – that a new-hire technician made the correct diagnosis of a twisted soft plastic drain line (twisted during installation) and quickly remedied the problem. Over the next five years, though, several additional problems arose with the unit – refrigerant leak; malfunctioning thermal expansion valve; malfunctioning low pressure switch; and malfunctioning ambient coil/temperature sensor switch – but J&W generally had a technician out to the house on the same day and they were either able to fix the problem or provide a temporary solution until a part came in. And parts and labor were covered under warranty. In September 2024 – two months before my 5-year warranty would expire – I requested a service call for yet another episode of failure to cool. The technician diagnosed a coolant leak, but was unable to readily locate the leak, and simply recharged the unit with 3 lbs. of refrigerant – despite the fact that the unit had been recharged only weeks before. He did not recommend any additional action. In January 2025, when I requested yet another service call for – you guessed it – failure to cool, I learned that the previous technician had committed HVAC technician malpractice: In response to a coolant leak that he was not able to readily locate, he simply recharged the coolant and went on his way, kicking the (leaking) can down the road. So, when the unit inevitably failed, it was out of warranty, and I was looking at a $1,200 out-of-pocket bill for a diagnostic evaluation. But the story does not end here. Rather than throwing money at this lemon, I decided to jettison my 5-year-old, $12,000 water-to-air unit for a new air-to-air unit. Because J&W had installed the existing unit – heat pump; duct work – and was intimately acquainted with my house and attic, I invited them to give me an estimate for a new unit. The sales manager himself insisted on coming out; we made an appointment (which I confirmed by J&W-initiated texts); and I arranged to take an afternoon off work to make it happen. But on the afternoon of the appointment, J&W was a no show/no call/no text. In fact, when I texted the sales manager – an hour after the scheduled appointment – he failed to answer my text. He called me the next morning at 10:45 to apologize for “forgetting” about the appointment. He had no explanation for why he forgot the appointment or failed to return my text. I called J&W and asked to speak with ownership, to make them aware of the series of issues I had encountered and to determine whether there was a way for us to move forward together. I got a call back from customer service, who listened to my story, and said they would see what they could do to connect me with the owner. It’s now a month-and-a-half later – with a new unit installed by a different company – and I’m still waiting to hear back…

They are really good and we would highly recommend them.

update 10/2020: I DO NOT recommend this company. turns out they sold a unit WAY too large for out house without doing the proper air flow calculation. we are now stuck with damages from this and they are trying to Jerry-rig it to make this very expensive unit work and telling us we need to spend $$$ to update ducts to make it work. they said they would make things right but have not done so yet. they came off so trustworthy. read the bad google reviews and see that they are consistent in complaints. If they make it right I'll update this according, but right now they are pushing us to spend more $$ on updating ducts to accommodate this unit that's too big . Original post: We used J&W and highly recommend them as a trustworthy company! Salesman was extremely informative and not pushy. We went with a more expensive unit. It was explained to us we'd see a reduction in our electric bill + have a cooler home. And that promise has been met!

Well... he had to order a new circuit board

Great! Only company that would come out within 24 hrs and got me going right away!

They are very thorough. Never had a problem with them. They are very responsive. They'll call you a day before they come to your house and call again before they come out and they will let you know if they're going to be late.

Unit was repaired and back in service.

Sean couldn't understand why We had 2 pay when it was a regular service call. That's what the tech told me. He also didn't tell me He couldn't except a post dated check. He didn't put the filter back in the right way or the door.

I have used them for over 20 years. There was no cost because I have an annual service contract. They come out and do routine maintenance twice a year. It includes if there's any breakdown of the air conditioner system. You get priority servicing and things of that sort. I think their prices are reasonable.

Great have been using them for years

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J & W was my second choice. I used them because I wanted my ductwork Aerosealed after the new equipment was installed and thought it best to have the same company do both jobs. The price was fair, the salesman was knowledgeable and Google reviews were above average. Two installers arrived on the time and day scheduled. I quickly realized no one was in charge/supervising the work. The salesman who had agreed to come by when the work started did not show and did not call. The two installers removed the old equipment. A third employee showed up several hours later. I was on the phone and he left before I finished my call. He was the job supervisor. While observing the installation I noticed that one installer was prepping the old copper tubing for connection to the condenser. We had contracted for all new copper. When questioned he said he had talked with the supervisor and they decided that leaving the old copper was the better alternative. I called the office. The supervisor called me back and assured me we were suppose to get new copper. The job was shut down for the day. Next morning installers show up, no supervisor. I called the office and asked to speak to the owner. Office staff was very professional and cooperative. I received a call from the supervisor. He and the salesman were on their way and the job was to be completed that day to our satisfaction. The supervisor and salesman were apologetic and professional. They added time to my maintenance agreement for our troubles. A third technician arrived, Steven Van ****. His primary responsibility was to install the Aeroseal. In actuality he saved the day. He was professional, knowledgeable, thorough, polite and conscientious. Steven and the salesman finished the job at 9pm that day. In summary my analysis of J & W was that their management structure and intra company communications were substandard. To which the supervisor agreed and said the company was aware and working on it. There were four trips made to get parts needed. They did make everything good in the end and were obviously embarrassed by their performance. I would have considered recommending them but for the fact that my call to the owner was never returned.

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Technician arrived on time and performed maintenance as requested.  The only downside I have with J&W was that they were supposed to contact me to arrange my winter service and did not do so.  I consider this to be a minor issue and nothing that would prevent me from using them again.

It was the coldest day of our winter this year when my heat pump stopped providing warm air. It was Saturday afternoon and I wasn't sure if I would be able to reach someone to come out. Not only did they come out the same day, someone contacted me within an hour to say they were on their way. The gentleman arrived exactly when he said he would and was extremely personable. He got my heat back on promptly and i would definitely use their service again.

I called the office, a nice lady answered the phone.  She took my info and told me a tech will call soon. A few minutes later the tech called and said he will be here soon.  Steven the tech, arrived and was very polite.  I explained the problem.  He discovered it was the compressor capacitor.   The capacitor was replaced and the AC was up and running within the hour.  This all happened on a Sunday morning.  I am a COOL and happy customer.  A+ all the way!  The $528 includes their best maintenance package.  Steven said the office will call and schedule the Platinum routine maintenance.

Our air conditioner broke on a Friday night and a J&W technician arrived at 9 pm on a Friday night to diagnose failure.  My HVAC system had a large leak allowing all the coolant to escape from air handler coil area.  Our A/C system was 12 years old and we decided to purchase an entire system due to cost of coolant and repair parts.  J&W installed our new HVAC system the next day by 4 pm.  The level of customer service and attention to detail was not overlooked.  I would recommend using J&W for repairs or replacement of HVAC systems.

It went perfect. They told me a time that they would arrive in the am and there were actually a few minutes early. I left them alone at my house while I went to work and they called around lunchtime to tell me they were finished. I told them I had to go pick up my dog who I had left at my daughters house while they installed the new A/C, but they had told me I could leave my dog there while they worked, I just decided they did not need to have to deal with a dog while working. . When I got back with my dog the two installers were waiting to show me the new unit and go over setting and using the new thermostat and where the filters go and what size to use. They were very personable and informative. I have always used J & W for my AC unit preventative maintenance , they always arrive on time, keep my house clean while going inside and outside and always very courteous.

Went very well.  Arrived on time and performed the work, no follow up required.  Went totally as expected.

Called in the morning and was able to schedule for the same day - very good.
Schedule window was from noon-5 pm. Arrived around 2:30 pm - not bad.
Was very fast to identify the issue with the capacitor and replace it, under warranty.
Did necessary checks in the system using his equipment. and checked temperatures to make sure it was working properly.
Price was reasonable for diagnostic + fixing - I was able to use a $50 coupon, what helped a little bit.
Very professional and cordial.
Quality:
 - Concerning that a new piece of equipment fails like that (Carrier, installed late 2012)
 - Minor issue with service: punched a small hole to check gas temperature in the piping coming out of the unit into the house - left the hole open. I covered the hole with a tape. Other than that, I see no issues at this moment and am very happy with then overall experience and results.

The crew arrived promptly, removed the old system and put in the new one.  They were pleasant and helpful.  They moved quickly and we had air back in the house in about 4 hours.  We have used J and W for years and this is the second time we have used them for installing a complete system.