Horrible service, 87 year old mother-in-law without ac and they couldn't tell her at 11 am that they had 24 hours to service her unit requiring her to call back at 4:00 pm. no supervisors in office and no additional techs in the field. We dropped them 2 years ago, horrible service and incorrectly installed furnace and mis diagnosed problem with water heater! I did a better job diagnosing the issue via Google than their "tech." read more

Found the thermostat blank and heat off in the morning. Reset circuit breaker and thermostat started working, but heating system still not functioning. Called JR after checking Angies List and YELP for reliable contractor. Appointment was made for between 1 - 5 PM same day. JR called and said they had a cancellation and I agreed to move up appointment. Technician called 25 - 30 minutes before arriving as promised. Technician was professional and troubleshot problem in a timely manor. At this point I was impressed with the professionalism of the technician. Door switch was defective and Draft fan assembly was very noisy. Technician indicated door switch could be disabled because unit power switch was installed. I decided not to replace the door switch. Technician indicated draft fan assembly needed replacement and said it would cost hundreds. Technician calculated repair cost for draft fan assembly to be $732.00. I was flabbergasted by the price. Hundreds now became over $700. The only way I could cut the cost was to sign up for a one-year service agreement for $200, which brought the total cost down to $712, because of the 30% parts deduction when you have a service agreement. The technician said he found a part in stock. I told him to go ahead and replace the draft fan. I felt the technician was very professional. Technician returned with the part and installed it. I looked at the Goodman website after the tech said unit was not under factory warranty. Web site said that model had a 10 year parts warranty. After speaking to Goodman customer service I was informed that 10 year warranty was only good if unit was registered within 30 or 60 days after initial installation. This unit was not registered within that time period, so parts warranty was reduced to 5 years. I personnaly don't see how a manufacturer can advertise a 10 year warranty and cut it in half for not registering the unit. After tech installed the part I said I wanted the part since warranty wouldn't cover it. I looked up part number on web while tech prepared paperwork. I was astonished to see part could be bought for between $85 and $150. Sears parts had it available for $123 for the identical part. JR was charging me $732 for the part reduced to $512 with the service agreement. How can a part even at full retail go from around $120 to over $700? I feel I have been gouged by JR for this part and this is why I have rated them so low. There is no excuse for gouging customer this way. I cannot recommend them to others based on these facts. read more

We've been using James River Air for about two years, and have always found their technicians to be helpful, honest, and friendly. Our AC units are very old and inefficient, and the technicians have been upfront about their limitations, but have not pushed us to get them replaced despite the fact that it would certainly be profitable for them. Their annual service plan is reasonably priced and covers both AC and heating service. Our realtor recommended James River to us years ago and we have recommended them to friends since then. read more

Mike was prompt, friendly, and courteous. We woke up to no heat on the coldest day of the year. He had us warm again in no time. Couldn't be happier. read more

We had just purchased a house and one of the two zone a/c units went out. Called 4 companies to come out and quote a replacement system for the a/c as well as the accompanying furnace, and, oh, while a quote is being worked up, add on the second system in the house (a/c and furnace) as it is over 10 years old too. JRHVAC was the first company to come out. Rep seemed like he was interested, asked all the right questions, and told me I would have a quote by the end of the day to my email. That was a Wednesday. By Friday having not seen any email, I called the rep's cell number on the card he gave me. Left my name, number, address and reminder of quote requested. 10 days later now, I have another company replacing both the upstairs and the downstairs a/c and furnaces. I have NEVER received a call back or email from the rep. Apparently, JR HVAC wasn't interested enough in my business to even give me a call back. read more

Great service every time I call and every time they come to the house for a service call. Always honest and respectful. They are very clean and neat as well. I will continue to recommend them and use them for our service needs. read more

I am so impressed with this company! First, there was a small mistake made by one of their CSRs in regards to scheduling service for us. I understand that these things happen, but if the error had gone unnoticed they would have lost our business. James River could have ignored the mistake and said it wasn't worth their time and that WE weren't worth their time - but they didn't! They went above and beyond to fix the error and they earned a customer for life. The GM (Billy - I think) personally called me and apologized. He didn't just make it right, he went above and beyond. Our AC broke, and what James River doesn't know is that my son is special needs and is on a medication that doesn't allow him to sweat. He was getting horrible heat rash as we were trying to figure out how to fix our AC and most other companies were telling us it was going to be a week or more before someone could come out or they were going to charge us a fortune to do an emergency service. James River came out that same day, provided excellent customer service and had great prices. Our AC is back up and running and I can't thank them enough. You rarely find this kind of customer service anymore, but these guys have it! They knew their stuff and got everything working again for us. Thank you James River Air! read more

Great service technician: Harleigh Bentley. She is very thorough and listened to the issue we were having. I am requesting her from now on. read more

They do good work but are way overpriced. I discovered they charge 100% or more mark up on parts. Most expensive plumbing and electrical company I've ever used. Wont be bothering getting a quote for HVAC replacement through them read more

You can waste your time looking, but you will not be able to find a better company than James River to do your Heat/AC work. They have taken care of my heat pumps in two different homes for the last 30 years and I have never had the first need to complain. Their work is very professional and the technicians who have done my work are very knowledgeable and take their work very seriously. They are always on time for routine services and are very quick to respond to any emergency. Go with them and you will not be sorry. read more

Finally after going through many companies to get estimates on a new air condition package unit , I called James River Air for a second opinion. After watching Craig completely tear down my unit and show me in detail the problem, I decided to fix rather than replace the unit since it was less than 5 years old. Since the entire condensing coils had to be replaced due to a leak, I had originally figured the job would have been a risky proposition. But with a technician that is detail oriented and very thorough such as Craig I decided to take the risk. Well I am very pleased with that decision. Everything is working perfectly and my house is cooler than ever. I use to work with James River Air commercial division employees a few years back with very good results. I am glad to see their residential department is just as good. Congratulations on 50 years of quality service to the Richmond area! PS Not sure what is going on here with reviews but please feel free to contact me if you are anticipating a repair and have questions. I will be glad to share my very positive experience with James River Air read more

Had an issue with my breaker box and they were the only ones who could come out that day. I was advised that I needed a new breaker. They charged me $265.00 for each breaker which I was told later by another Electrician only should have cost $20.00. Total cost of job was $758.00. Was also told I needed to upgrade the panel and it would cost $3548.00.Had 3 other companies come and give me estimates was told the job they did should only have cost $230.00 and that breaker box does not have to be upgraded and even if it did should only cost $1300.00. Also discovered that when they replaced the breaker to the space where my dryer was on the panel they did not hook it back up. Had 1 of the other companies do this for me so I could use my dryer. Contacted the company and after 4 phones calls got the General Manger. I was insulted when he in a very unprofessional tone said they would refund my money. Had they taken the time to talk with me he would have know that I was not looking to not pay for the work they did but just wanted to be charged a reasonable price. They refunded my $498..00 which is all I was asking for. I was told by the General Manger "they would not be able to do this again." I told him not to worry that I would not be calling them again. read more

I waited on this company's employees for five long years. They are untrustworthy, disrespectful and thieves. Last Christmas (2010) they walked out on a check and left me to pay it out of my own pocket leaving me and family with the worst Christmas ever. I tried contacting them numerous times to resolve the issue and still to this day refuse to take care of it. Not only did they wreck me financially last Christmas but to add insult to injury my father died on December 27th 2010. He suffered with cerebral palsy his whole life and had nothing saved no insurance and even more of a financial strain was brought upon my family. Think about this before you choose this company. read more

Terrible and inconsistent customer service. I was informed that my broken HVAC unit would be looked at on Tuesday evening or at the very latest Wednesday morning and they never showed. When I called on Wednesday I was told we were actually on a wait list and we would be getting serviced for sure on Thursday morning. After 3 phone calls on Thursday, we were informed again that we were still on the wait list and we would get serviced on Friday. After having taken 3 days off of work to wait around for a technician who never showed and hearing the inconsistent status updates, we decided to take our business elsewhere. I suggest you do the same. read more

I bought two of their highly recommended air conditioner units from them two years ago with their maintenance contract. One broke and we were told that parts (not labor) were covered and that they would have someone out to fix it within 24 hours. James River AC unit and contract owners are supposed to get priority. 30 hours later we still haven't heard from them. So much for priority. On top of all of that, a woman that answers the phone was rude and told my wife we didn't own a maintenance contract when she called to see when we could expect them. My wife said we did and when she checked she saw that we indeed did have one. She also told my wife that "I would never guarantee service in 24 hours to my customers." It would probably be a good idea for them to be on the same page as one another... read more

I called in a couple weeks ago to get an estimate on having a Nest thermostat installed since Nest has them as an Elite installer. At that time I spoke with a rep who said I could call back and set up a time to have someone come give me an estimate but they couldn't do it over the phone. After I made her aware that I lived in an apartment she did recommend I get permission from my landlord first. So I thanked her and told her id call back once I got permission. I was able to get permission this week. I call back today to set up a date and time to have this done or at least get an estimate and the person I spoke with informs me that they do not do anything with apartments. This is a standard policy from upstairs and he checked but their commercial side doesn't do this either. They probably should have told me that on the initial call when they put me on hold 3 times. I guess in reading more reviews I should be thankful that they don't because of the cost of the estimate I guess they could have come out and charged me then told me later they didn't do apartment installations since the first person I spoke to wanted to set up the appointment for the following week. read more

We have been living in the Powhatan Community for over 3 years and have used James River Air for service and replacement, and they have always done an outstanding job. This morning I found our thermostat completely dead. We checked everything we could think of, and then called James River Air. The person that answered was courteous and quickly set us an appoinment for a service call. No questions, no suggestions, just scheduled the appointment for the call. The service technician, (who was very professional and efficient) arrived within 2 hours and promptly went to the reset switch under the house, provided us with a service charge of $169.00 and that was that. My issue is, why couldn't someone have asked some questions, given a little check list, prior to setting up the service call? Other places do that, check this, do that, ok. I just got the feeling that customer service and convenience is not a matter of consideration. It's all about James River Air getting that money for the service call. I am extremely disappointed in the company. read more

I was going to write a letter to Mr. Joyce, the owner of the company, but when I pulled up the address and started seeing the reviews I decided that would be more effective. I had never used your company before, but was familiar w/ the name so thought I would give you a try. The first thing that my serviceman presented on entering my home was a contract which I could sign for a year of service!! What a turnoff. He did not come in w/ the tools necessary for the job, he came in w/ the contract. I had a stopped up toilet and needed it snaked, I did not need to buy into a year's contract. Oh well, in that case it will just be $284!! As I said - what a turnoff!! No work had been done, but suddenly I was having to sign the bill. I had had a couple leaky faucets I was going to have him look at while there, but no way after the initial presentation. I wanted him in and out as fast as I could before I had to cough up another $100. Lousy business presentation. Just made me mad. Yes, the job was done, but I will NEVER call them again, nor will I recommend them to anyone. Certainly no way to win customers. I feel was all company policy and in no way the fault of my serviceman. He was very pleasant, polite and well-mannered. read more

On January 21, 2016 James River Air came to my house to repair a non functional heater. We have gas heat with forced air. My wife was home while they did the inspection. The technician (Employee # 1320) told her we had a cracked heat exchanger and that he needed to call his manager. His manager, Bryan, then arrived and told my wife there was a danger of carbon monoxide poisoning if the unit was not replaced. We received a quote for $9834 to replace the unit. They also placed a red "Danger" tag on our unit. We have since had two other heating and air-conditioning repair companies inspect our system and both said our heat exchanger is fine without cracks. Their red "Danger" tag though has caused problems with our newly purchased home warranty since the warranty company now has this (non-existent) heat exchanger crack listed as a pre-existing condition and I now have to prove to them that the crack never did exist. This entire story is similar to another complaint also registered with James River Air through the BBB and seems to be a common practice of this business. A quick internet search reveals multiple reports of this scam: https://www.google.com/search?sourceid=navclient&ie=UTF-8&rlz=1T4GGHP_enUS434US434&q=heat+exchange+scam I believe James River Air tried to scare my wife into purchasing a new furnace by falsely stating that our heat exchanger was cracked. I would not trust this company. read more