John G Webster Co

Buyer beware. We were sold two units during this past winter. One broke down right away and needed to be replaced within a few weeks. The other unit crapped out three days ago. This week has had the hottest days of the year, and John G Webster's management cannot provide an ETA for a solution (repair or replacement). Their workers promise that we will receive phone calls back, but we find ourselves having to call in multiple times in order to speak to someone who is familiar with the situation.

Defective units, poor communication, and no alternative other than sweating and waiting.

I will update this review if the situation changes.

**EDIT** The workers from John G Webster left my AC unit disassembled in my living room the last time they came, and said that this would help them move faster the next time they came. However, the next day they called to say I'd need to go through the manufacturer for a fix (despite me having a warranty with John G Webster). The manufacturer can't get parts and a technician here until the middle of next week, so now I have a useless AC with parts strewn across my living room.

**Update** GE has notified me that John G Webster installed the unit incorrectly and voided the manufacturer's warranty by disassembling the unit after it crapped out. Still no word from John G Webster regarding a solution.

I've used this company for two major projects:
1/ Installation of Mitsubishi ductless heating and cooling units in upstairs bedrooms in a 1950 Cape Cod style home
2/ Installation of HVAC gas furnace.
I am so pleased with the installation of both systems which were done couple of years apart. Most importantly Ralph Smith took his time in both instances to explain the logistics of each system and the installation so that I could understand why each could be good to solve my problems.
The installation in both cases was so carefully done that I had compliments other home contractors that the outside was done professionally and neatly. A gas company inspector even complimented the neat installation of the furnace as one of the better ones he'd seen.
And of course, in the winter I'm warmer and cozier than I've ever been in the last 25 years in my home. No more drafts! And the summer is always a perfect temperature even in the top floor rooms that used to be hot like an attic. Thank you!

I unfortunately had an incredibly bad experience with John G Webster that I have tried to resolve amicable through email and calls which were unreturned. At this point, I will relay my experience with them here to hopefully prevent others from exposing themselves to what I perceive to be poor service and bad business practice. These are the facts of the service:

• Two years previously, John G webster installed my HVAC/PTAC unit and thermostat into my condo.
• I recently diagnosed that the wireless thermostat was no longer communicating with the PTAC and needed to be replaced or fixed. I spoke to someone on the phone, explained to them my issue, and scheduled a service.
• I also gave them my credit card information because at this point I had a tenant in the unit who would manage the service call at their convince.
• After the appointment, I received not one but TWO separate bills totaling almost $400. The diagnosis after their “expert” service: the thermostat isn’t working and needs to be replaced for $500.
• When I called, I asked why in the world they needed 2.5+ hours, 2 separate service technicians, and $400 to diagnosis what I had initially told them was a thermostat issue. They responded that they needed to ensure there was nothing else wrong with the unit. I noted that the error notification lights on the unit itself showed no issues and asked if they had disconnected the thermostat to test the unit itself. They explained that they had not. In my opinion that is a no brainer 1st step.
• I asked if they were the owner the unit if they would have been ok with paying $400 to diagnose an issue when the issue was already identified. The manager would not give me a response because I believe he knew that he would not.
• I asked and emailed requesting the owner give me a call. I received no response.

I do not believe these people to be very skilled and they will charge you more due to their own lack of knowledge. They also authorize additional technicians and services without your approval if they have your credit card on file and just invoice you after. I would NOT recommend giving these people your credit card information ahead of time. I will be sharing this information with the BBB and I will not be doing business with this business moving forward. I would not recommend this business to anyone.