CJS Heating and Air

Downgraded to 2 stars pending better service. Here's why... In October 2024, at our semi-annual HVAC inspection and maintenance service visit, the Basset (since acquired by CJS) technician advised us to replace our 23+ year old system showing us a corroding circuit board and lack of replacement parts for this older system. This was not the first time we were advised this to be a problem. So, with winter approaching, we purchased a $30,000 Bryant heating and air conditioning system, which included a 15-year service contract including all parts and labor, and semi-annual filter replacements. Since then, we have had poor service: 1. We were refused our first semi-annual filter replacement (May 2025) because we were told the first maintenance visit was not performed on new units for the first year. If we insisted that filters be replaced semi-annually (i.e. in May 2025), we would be charged a service fee for coming out to the house. (!). No matter that it was part of our contract, Basset refused to do this at the first 6-month mark in May 2025. 2. In November 2025, we discovered that the gas heating unit was not working...just over a year old! The technician was able to fix this buy tightening loose connections, again, on a unit that was just over a year old. I wouldn't expect such a problem for such a new unit. 3. I mentioned to the above technician as he was departing that our normal semi-annual service visit included new filters. He thought this odd and suggested technicians may not even have that on their trucks in the future. Not my problem. The service contract says otherwise. To even suggest this may not be possible or not reasonable is a non-starter per our purchased service contract! 4. Just prior to #2 above, I attempted to schedule our first semi-annual HVAC maintenance and inspection visit (because, ya' know, we weren't allowed to schedule one for May 2025--see #1 above). At the time, I was told they were already scheduling for early February 2026. CJS/Basset cancelled and rescheduled this appointment three times in February on the day of the scheduled appointments or the evening before, even suggesting at one time that they could not guarantee a visit until late March explaining that weather and growing pains were to blame! I had to escalate this issue to a customer service team manager noting what we've been through, and what our service contract called for. Thankfully, the technician showed on the fourth attempt to visit, but only after a two-hour wait after receiving the initial text that he was on his way, and two calls to their customer service line. Once he arrived, the technician still inquired if I would be paying for the filters or if I had already paid despite them being part of our service contract. I really don't want to hear another word about this! I expect them to be part of each semi-annual HVAC visit! While passed techincians made a point of putting on protective booties over their work shoes, this technician did not. The technician noted dust build up in our ducts, even though they were cleaned in Nov. 2024 as part of the new HVAC installation. Overall, he noted the heating system was in good condition. After he left, we found white scale grit, possibly from the dehumidifier filter/evaporator on the floor, along with dirt from his work boot tread. We had to clean that up. Understand: I am not someone who goes looking for problems to write about. You'll see from passed visits, I have given this same company (i.e. Basset before they were bought by CJS) glowing 5-star reviews TWICE on Google reviews. But, unless, things improve dramatically, I will keep this current rating. I'm very concerned that we purchased a 15-year service agreement relationship with this company as part of our $30K HVAC system only to exprience such poor customer service over the last year. Please, do better!

Eric Engle is a very caring and dedicated employee. He came out after the initial installation of our furnace, to fix a leak. Called and worked around my needing to go get my husband from dialysis. He did not hurry and was very thorough checking all things to his satisfaction and ours. I wish every company that I call, when needing something done around the house, had an Eric in their employment. It would make our life so much better and easier. This man is truly Gold Star. I hope you realize his dedication to his job. Can't praise him or his work enough.