D&J HVAC, Electrical, and plumbing

We contacted D&J HVAC on Thursday, February 26, in the morning, after our tenant reported that the heat was out at a home we recently bought. We are currently in California for work, while the property is in Upstate NY, and temperatures were forecast to drop into the single digits (8°F) over the weekend. We made it clear that this was urgent due to both tenant safety and the risk of frozen pipes.

A technician was sent out, and we were told we’d receive a call back by the end of the day with the next steps. We did not.

The following morning, I called again to follow up. We were told a previous call “didn’t go through.” When I reiterated our concerns about the approaching cold, they dismissed them, saying daytime highs would reach the 50s for a couple of days, while ignoring the dangerously low overnight temperatures coming in on Sunday. We were told they were still working on estimates and would get back to us "by the afternoon."

By Friday afternoon, we still had no quote, diagnosis, or next steps. We called again around 4:15 pm EST and were told we’d receive a return call by the close of the day. We did not, and the offices closed for the weekend. Despite being listed as “Open 24 hours” on Google, there was no emergency support (phone number, text, etc.) available on their website or via voicemail.

This left us scrambling to secure space heaters and coordinate with tenants from across the country during freezing temperatures — a highly stressful situation that could have been avoided with clear communication.

On Monday, March 2, we called again and were told an estimate had been emailed, but it was sent to an incorrect address. After reiterating the correct address, we never received any written findings, and there was again zero follow-up from this vendor.

We ultimately hired another HVAC company that was professional and responsive.

The lack of communication, follow-through, and urgency in a situation involving freezing temperatures was unacceptable. We would not recommend D&J.

Highly advise not going with this company they will leave you hanging when they mess something up. Horrible communication and professionalism. Didn't show up to my job on 2 separate occasions up to 4 hours late even with having an appointment.You think you call a company like this because they are educated in the field of plumbing and natural gas but unfortunately not. The owner was cursing me out over the phone with some nasty profanities I wouldn't think a professional business owner would use. When it was D&J plumbing the service and customer experience was top notch since its been taken over by new owners all of that has completely went out the window.

D&J installed a heat pump in our home for both heat and A/C. The level of service was impressive, both before they had my business AND after they were paid. They made themselves available without hesitation during and after the install. Any questions we had were answered honestly, and at no point did I feel like I was hearing a sales pitch. They returned to our home twice since then to repair other systems, and I experienced the same promptness, courtesy and professionalism I got when they were installing a huge HVAC system. The level of care you get from these guys doesn't seem to be affected by how much money you're spending. That's one of the main reasons I will use them any chance I get moving forward.

The Fujitsu heat pump broke back in February. Prior to hiring D&J, 3 other businesses (and 7 techs from those businesses) had looked at the heat pump. Fujitsu was not helpful at all. Junior (George) Bradford analyzed the system and pinpointed the issue within 15-20 minutes. It took over a week to get the part and for Junior to come back to fix the system. The admin, Victoria, at D&J was very thorough and always kind and courteous. I called back a number of times to check on the status of the part as it was hard to pinpoint since Fujitsu wasn't cooperating very much with me or D&J.
The tech, Junior, was very knowledgeable and thorough, he made sure the right amount of coolant was in the system and that the system was running properly. He took his time explaining and demonstrating the issue with the system. Junior was also courteous, on time, and cleaned up after himself.
The only negative thing I can say is that the quoted price was under $700 and in the end Desmond charged me over $1,200! That was not a nice surprise. In the end, Desmond agreed to have his tech come back free of charge if there are any additional issues. I am not satisfied with the outcome of the billing but would probably consult them in the future since they were the only business in the area that seemed to have any clue.