JNational Contractors

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Billy Calthcart, the plumber, worked tirelessly in fixing our ruptured gas line. When the city is involved in a damaged gas line, as was our case, there is a lot of red tape to go thorough in order to make sure the repairs meet whatever new regulations are in place. Billy made sure everything was done right. He dug a trench, replaced the gas pipe, found and corrected two leaks inside of the house, and replaced the shut off valves in our gas appliances. He did all of this in a professional and timely manner. I was impressed with his work ethic.

Billy, the plumber provided excellent service from start to finish.  He is very knowledgable, very dedicated, and explained everything he had to do.  He worked hard, and long hours on a not so good leaky situation.

It was a waste of my time and money.  The plumber refused to call the number and speak with the manufacturer tech support.  He said the system worked fine and that my issue was related to low water pressure, even though it was well within the water heater specs.  He made it very clear that he was only there to collect the service fee and that he had no desire to do actual work, he had an excuse for why everything worked the way it did. 
I had already contacted Rinnai (the manufacturer) and done a great deal of research and everything pointed to an issue with the unit, not with water pressure, etc... 
Finally, he said he would call and did so after he left.  The extent of his call was to have the manufacturer customer service contact me.  When they called, they simply asked what I needed and explained that I would still need a licensed professional call them.
I contacted the home warranty company again, who sent out another contractor.  The second company looked at a few things, attempted some basic troubleshooting and analysis (verified exactly what flowrates caused the unit to turn on and off, verified gas and water pressures/temps, etc...) and ultimately called the support line--5 minute later, they determined either a part or the whole unit needed replaced.  Both companies were there for about 25 minutes, one spent the whole time arguing with me and trying to tell me it wasn't an issue and the other found a solution.  
I get these guys deal with people trying to tell them how to do their job all day long, but you still have to listen to your customer.  IN this case, I'd done most of the legwork, they only needed to verify a few things. 
They were also supposed to come back out and never showed, they followed up at the very end of my appointment window (4 hours of missed work) saying they would call the manufacturer again.

After telling me they were not going to address the soggy wall and completing the leak repair, they asked for a tip! They will end up making me pay another deductible to have someone else come fix the wall. I did not respond when the repair person asked for a tip.

Very customer focused...came same day and accommodated while enroute to another job..they could not fix issue and were upfront about it as the AC unit was an advanced model that they were not used to dealing with

Good follow up and pleasant technicians

Billy & his co worker come right on time. They finished in 3 hours. They also did a couple of add jobs after they finished the work.

J National has never claimed any responsibility in this matter:
I live in a three floor townhouse.  The water heater is in the ceiling of the third floor.  When J National turned on the water it took the
technician to get to the second floor from the front of the property where the water turn off values are, before concern of the water was addressed, then the technician ran down and out the house to turn off the water.  The sprinkler water line, which was broken and fully exposed, is a pressurized line which was pumping out water 40 gallons per minute (per code), and was coming out of the ceiling like a water fall for minutes after the water was finally turned off.  The water flooded the third floor rooms, warped the ceiling in both rooms on that floor, it then worked its way through the carpet and floor boards to damage the ceiling in two  additional rooms on the second floor. 
J Nation would not remove the soaked padding under the carpet, would not dry out the wood floor boards that were soaked from the damage.  The damage was so extensive that J National stated that they had lost so much money on the project so far that they were not going to do anything more to fix the problem than they had done which amounted to getting the carpet dry (even thought the padding and the flooring was still wet), and take out a small area of sheet rock.  They planned on using sealing primer on the remaining area to hide the stain damage then paint over it to avoid fixing the problem correctly. 
Joel, their  supervisor during conversations about fixing the damage properly, threatened me by telling me how he could file complaints with the city stating that it was my error and through technical conversations with the city inspector make sure I was fined and sited.  At this point I stopped calling J National and moved the claim onto my insurance company.
The following are points to note in this damage:
J National was at my house the first day for over 6 hoursJ National did not step on the pipe as noted but set the water heater on the pipe and  crushed the PVC as noted by the technician,  J National was at my house two additional times but never did any more repairs only ?inspections?.  J National did minor damage repair on the first day but would not do the full damage repair to fix the
damage their technician incurred to avoid future mold and mildew damage. J National used threats and intimidation to avoid fixing the problem correctly and ?avoid spending any more money on a financially losing project? ? their words.
Everything that J National did do was recorded in my claim on file with my insurance company.  The restoration company hired still had to do an additional $2,500 worth of repairs to fix the overall problem. I have contacted the City of Addison to confirm that the pipes in the attic were approved during the inspection phase of the construction and have the signed off approved permit application by the city. (J National stated that the work was done incorrectly when the house was built and was a city issue not their issue).
J National has done everything they can do to not fix the problem and only touch up area?s to avoid any cost to them.   J National did provide their insurance company but all claims were denied as J National claims no responsibility for the damages. 

Was assigned this provider under my home warranty, so it was not our decision.  They could not unclog it through the inside, so they needed to go through the roof.  A second crew was dispatched for that phase, and when they showed up, they had very little instructions other than to make sure to collect the payment up front.  While the problem was fixed to satisfaction, the process to define the solution felt sneaky, with a very aggressive tone.  Also, they left quite a mess for us to clean up in the bathroom.  I would never use them again.

There was some question early on about paying a higher service fee because we were a ways from their office but the Home Warranty company told them they would take care of any add-on fees and I didn't need to worry about those so they agreed to come out.  They were here within 3-4 hours of making contact with them.
They replaced the line from the attic to the refrigerator as we thought that was where the leak was.  After Louis did that, we hooked up the refrigerator and realized that there was a leak coming from under the refrigerator.  He called the home warranty company and told them.  I thought someone would be upset they replaced the wall line since the leak was somewhere else but no one seemed concerned.  The nice thing was the Home Warranty company called me a few minutes later and offered to send a refrigerator repairman out which was nice and saved me some time making a call and waiting on hold to talk to someone.
Louis raised a concern as to whether the home warranty company should cover the repair.  He thought it wasn't plumbed correctly but the home warranty company said they cover it.  I was a little nervous when he did that but it worked out and he seemed very good after that.
He gave me an estimate of $385 to replace the Pex line with copper but since I had recently paid someone to replumb the house with copper, I decided to ask them to come out and do it and they have agreed to do so.