I have a service contract with these folks. They are about to lose me as a customer. Took a day off work to wait for my appointment. It's 5 PM and no one has shown up. I called and they say "our guys work til 10 PM". Are you F**KING kidding me? I have a contract to save money on repairs and tune ups and what not. I am NOT saving money if I'm missing work sitting around waiting for "ALL DAY APPOINTMENTS", who the hell does that to their customers? In fact, I wont be renewing a damn thing with this company. read more

Extremely poor service! I don't know how this company morally justifies themselves. They lead people on by having them think service contracts will cover them in emergencies. Our ac broke down during one of these hot summer days, and the temp in our house creeped up to 84. We were told the next available appointment isn't for 8 days. Are they serious? That is unacceptable. The customer service rep told us to lie and say we have an elderly person in the house so we could be put on the emergency list. How morally acceptable. We do have a temperature sensitive dog, who needs to be in ac during these hot summer days and an appointment 8 days out is absolutely ridiculous and unacceptable. Instead we called a family owned, local company who were excellent and arrived within a few hours. Shame on this company for forcing us to spend money on a different company when we pay monthly for this one. And, you can't even cancel the contract unless your year is up! You will be stuck paying the remainder of the contract. From now on we will contact family owned, honest people to help us. read more

Changing from a one star to a four star review after speaking with a manager at NJR. I was told the customer service rep made an error and should have given me the option of cancelling the contract since I have not used it since it was automatically renewed. I had the service for about 10 years was generally very satisfied with service and response times. read more

#njhomeservices #njnaturalgas #njng If you can choose a difference gas company and home services company do it . After having them for several year with a service contract we had moved. ONLY to find out ( after receiving my final bill with an additional charge of 254.46 ) that if you move they charge you a cancellation fee . Upon calling and speaking with their contracts department ( spoke with a woman named Kim ) that their employees who sell these home service contracts for heating and AC units are NOT at liberty , knowledgeable enough or allowed to explain the entire contract financials to the customers. Kim stated that its the CONSUMERS job to read the fine details when they sign up and cancel the contract as needed. Their employees are only to give the BASIC information needed to sell you the contract. Kim also had told me that my contract was so old that its not even in the system anymore and not a valid contract BUT their system did manage to save the fact that IN THE EVENT OF MOVING they would charge a cancellation fee !?!?!?!?!?!?! I had purchased a new AC compressor , Condenser and Furnace and signed up with NJ Home Services as an added protection . Had them come out every year for Check up to keep up with the service contract as it was described to me . Their support was atrocious on the phone , rude and very un-caring. They only concern was you moved you pay . For your own good if you have one of these service contracts CANCEL IT AND GO WITH SOMEONE ELSE !! i have informed everyone else within my townhouse community and they as well were NOT made known to this scam . they will be cancelling their contracts upon renewal . read more

The day after I filed a complaint with BBB, NJR Home Services immediately settled the matter by refunding me the full amount for the past 3+ yrs that they've been auto-charging me. I'm grateful for the refund, but I strongly suggest that NJR Home Services should eliminate their "inherited contract" policy. It's so wrong for them to sign-up people like me with their contract without my written consent or without my verbal consent. They should also have their own bill, separate from the NJNG bill. read more

This company signed me up for a service I never requested after my homes previous owners contract was up. They said they sent a letter telling us it was auto renewing but we never received one. Regardless how do you sign up a new homeowner for a service contract belonging to another person. It took us three years to notice this fee on our gas bill which we should have seen sooner. They stole from me through this underhanded method. I will contact a lawyer and update this post. I plan to leave reviews as a warning in as many places as possible read more

I would have given ZERO stars but the review guidelines require at least 1 star. That said, we moved into our new home over this past summer. The first billing appeared fine. It wasn't until we opened our December bill that we noticed a $36+ charge for 'service contract'. We called NJR and learned that the previous owner had this 'contract' originally purchased and as new owners it was 'rolled over' to us - - and without any notice whatsoever. We also learned that for the last 4 months we had been paying this $36 charge all along. Stupid me for not LOOKING at my bill until tonight - but thankfully I did. The NJR rep went onto say it was a maintenance and service contract. When I asked her what they previously came out to maintain or service they could not point to any instance - she said it was up to the owner to schedule maintenance and call for service. AY yi yi. I cancelled the charge permanently and was also able to get my money back on the 4 prior months. My next call will be to the Public Service Commission to lodge a formal complaint against NJR. read more

Don't waste your money on their service contracts. Use a real HVAC contractor instead. NJR offers no preventative maintenance whatsoever, and their breakdown policy seems to be to do everything possible to avoid spending money on replacement parts even if that means problems for the customer. Our furnace went out on 11/2. On 11/3 a tech came out, claimed the flame sensor was dirty, supposedly cleaned it, and left. On 11/11 the furnace went out again. On 11/13 a different tech came out and claimed that the blower fan was set too low (mind you the heater has been there for 20 years and nobody, including the 11/3 tech, ever mentioned this before) and said he reset some switch. No parts were replaced on either visit. When the 11/13 tech left he gave me a lot of mumbo-jumbo about error codes and said that if it dies again they will have to replace some module. Two service visits, and NJR's cost is zero except for what they had to pay the techs per-hour anyway. I'm sure that makes their accountants very happy but I fully expect to lose my heat again by the end of next week. The techs obviously know parts have already failed or are about to fail, but I'm guessing they are under orders not to spend NJR's money to replace anything except as a last resort even if that means the customer has to spend days without heat and waiting for their techs to show up. A real HVAC contractor (meaning, one who isn't collecting money every month regardless of whether they have to do anything for it) would have done a full diagnostic check and solved the problem once and for all by replacing questionable parts. I of course would have had to pay for that, but it's a whole lot better than paying NJR every month for a "service" that apparently consists of sending guys out with a rag and a screwdriver to keep equipment limping along from failure to failure. Maybe their goal is to frustrate their customers into giving up on old equipment and buying the new stuff they also sell? To add insult to injury, when I called to cancel my contract I was told that because of their terms and conditions (which I guess I got when I was stupid enough to fall for this in the first place), I have to keep paying NJR for these useless contracts for another six months. Live and learn. read more

Initially had contract for the furnace. Just found out contracts for the water heater and air conditioner were added on without our authorization. We never realized because the bill just indicates 'service contract(s)'. Turns out we had been paying extra for years. Our fault too for not paying closer attention to the bills. Customer Service indicated that we did sign up for the other contracts by receiving a 'free month' and then not opting out to cancel it. (Sneaky marketing!!!) The last time our furnace broke we were without heat for 2 days before they showed up. I feel ripped off and cancelled all 3 contracts. read more

I have contract with NJR since 2010 and never called them even once. I live in parsippany NJ and lost heat on Sunday 12/31 and reported to them right away. They told me that I have been put on a priority list and someone will call. I followed up with them a couple of times today as well and they cannot tell me even an estimated timeframe. I am ready to get it repaired from elsewhere but they do not reimburse. This service sucks. I could have gotten better service for the amount of money I have paid so far. I am still waiting to hear from them. it's freezing and who will cover the costs of any additional damage that can happen because of the cold weather. Snow storm coming tomorrow and I am very frustrated. read more

I would like to thank NJR Home Resources for responding to my issue and helping to resolve.

I contracted with NJR to replace my heating system. Installation was promised to be completed in one day. The service team showed up during the scheduled window and began work. They told me that the boiler would be arriving at my house at noon. They also told me that the job would not be completed today (Friday) and that no one there worked weekends so I would not have heat until Monday. They told me that the sales people frequently make promises that they cannot possibly deliver on. The service guys were very professional and friendly, I have no problem with them at all. The salesman showed up at the house during the day to get me to sign some papers. I questioned him about the installation not being completed and he told me that the installers supervisor was here now and had spoken with the installers and had received a promise that they would stay until it was done. "No one will leave until you have heat Mr. XXXX, I can promise you that". Due to this, I went ahead and signed the contracts. Spoke to the installers after he left, and it turns out that not one word that the salesman told me was true. No one spoke with them, they said it would be impossible to finish the job today. They tried to call their management to get me some satisfaction, but could get no where. They suggested that I call the salesman back and speak with him. Again, the service guys were very professional, but still no solution. I called the salesman "Buster" and spoke with him and he promised me that they were finding another crew to come out and finish the job, and that he would call me back right away with an update. He, of course, didn't call back. I called him back 45 minutes later and got his voicemail. My wife is now on the phone with the corporate office and getting nothing from them. As of now, I have no heat and electric is off in a couple rooms of my house due to the incomplete installation. Looks like it will remain that way for the next few days. All of this by the way, is a couple of days before Christmas. The house is turned upside down and will remain that way. I will update this review once work is finally completed, or some resolution is reached. But for now, my biggest regret is that "F" is the lowest grade that I can give to this company. read more

Been using them since 2002 and under yearly contract. In past year needed work on all three..HVAC...heating, A/C, Hot Water tank. they come , check, replace what's needed. Never try to sell you anything, just fix it. Always fixed too. Ron Is may fav. You can trust them. read more

I have been a customer of njr & njng for about 12 years. Just had total replacement of hvac system. From initial inspection to completion of installation was handled professionally and courteously. Job was well manned. Took 2 days. All contract stipulations were fulfilled. Guys cleaned up all debris. Price was competitive and quality of work was excellent! Would use again . Also maintenance of work is above average! read more

CHOOSE A DIFFERENT COMPANY. We have been waiting for 4 days for someone to come out and fix our heat! Totally understand the AC not working, but how are you supposed to go through 4 days in bitterly cold weather. Every time I called them, it was excuse upon excuse. I guess because I didn't have the premium contract it's okay for my family to freeze to death! read more

Their ad says get a quote in one day. That is an absolute lie. I called them in mid October to get a quote. They said they can't provide a quote until a tech comes to my home to diagnose the problem. They said the earliest he could get there was in about a week. Then after he shows up and tells me I need a new heater (which I already knew since I have no heat) he says he can't give me a quote because a salesman has to come out to my house to give me the quote (they refused to email it) and then after a week of telephone tag (you call during business hours and they designate one person to talk to you but that person never picks up the phone/you ask for a supervisor and they say he isn't there but he will call me back -he didn't/you ask if they have an Ombudsman and they ask "what's that?"). Anyhow after a week of telephone tag the salesman that is supposed to give you the quote says he will be there the next day, so you take a 1/2 day off work and sit there for four hours waiting. He gets to your house and you show him where the boiler is and he snaps a picture of it with his cell phone and tells you he will email you the quote. To recap, you by now have been waiting, in total about two weeks with no heat because you are told you need to wait for the "salesman" to show up and give you the quote. He shows and 5 minutes later he is gone and you still have no quote. A half hour later you get an email with one number on it and that's your quote. You reach out to him and he tells you to be home the next day so he can pick up the deposit (translation-tomorrow I will need a new excuse to get out of my office so rather than giving you the quote and collecting the deposit while I was at your house, I now want you to take another half a day off of work and sirt there waiting for another four hours so I can show up, do something that takesa two minutes and then leave so I can have another excuse to get out of my office). After originally being told the job would be done next week, now the target day is after Thanksgiving because there is a "two week wait for people with no heat", this is after I already waited two weeks to get my "quote" (a piece of paper with one number on it. If any from NJR reads this please don't post a message telling me to send an email because although that looks good on paper, you folks don't respond to phone calls or emails. Instead respond with your name, what hours you will be there and a direct dial number. This company is worse than dealing with a government agency. Completely tone deaf and anyone in authority is either not there during business hours or asleep at the switch. read more

My father had signed up with this service years ago, he passed away and suddenly the furnace went, and the air conditioner also went, not knowing any better, I called them for service, told all had to be replaced, so we stupidly followed what my father had done and had NJR replace the furnace first. I really didn't like the sales man but was inexperienced at purchasing these things, if I was in a store I would have walked out. We finally did purchase and thought great a working furnace well foolish us, we had to have service people out 7 times because it stopped working constantly, I have all the receipts from them still, and finally they could not figure out what was wrong and pulled the whole furnace out and replaced it with the same model which surprise did the exact same thing, after a few more service men they finally sent their technical expert, I wonder what the other guys were? well the technical expert put a piece of metal tape over a hole in the side of the frame and low and behold after months of inconvenience the furnace worked, with a very embarrassed technical expert apologizing. Well they also put in a humidifier which after changing the pads inside for a couple of years and never feeling them wet or damp and not knowing why In hind sight I now realize it never worked. I called a different company to come and look at it because the rates NJR wanted was way to high because although they installed the humidifier they didn't cover it. Well we got another surprise the humidifier was installed wrong and I was right it never worked properly explaining the dry pads inside the heat was warping them but they never got wet. I called to discuss this with NJR and cancel the service contract and got the rudest nastiest woman on the phone. Do not use this service. We have a new company and are very pleased with the work, we are having them check all the work NJR did on the furnace and air conditioner, to make sure they were installed and are working properly. Also they said the contract was for a year well I have to now pay from March till July for the contract even though they installed the humidifier that I paid for wrong and it never worked. read more

I would like to Thank "Sam the Plumber" who installed the mantles in our out door gas light. I did not know where to turn and NJR were wonderful about fulfilling my request..I have had a service contact for many years and they are #1 in my book read more

As I write this review I have been without heat and hot water for close to a week, part of which has been in below freezing temperatures. The first 2 technicians they sent were unable to diagnose the problem. The 3rd technician, on his 2nd trip to my house, at our suggestion, looked at the Navien Owners Manual error code and called the company. The company suggested what the problem might be and he ordered the part. That was Tuesday, it is now Friday and I am still waiting. I had been staying with a friend until tonight when I had to return to my house. I am huddled around a space heater and my house is 40-50 degrees. This company holds you hostage because you have a contract and can't do anything about it. Every time I called I was told the same thing, we will call you when the part comes in. Their technicians have no knowledge of the tankless in-line hot water heaters. It is 20 degrees out. If my pipes burst they will be hearing from my lawyer. Would not recommend this half-ass company. read more

Beware. I do not trust them. Called and made an appointment to check central air unit. Unit was cooling well but I had a pool of water around the unit. I told the service man that the clear hose taking water out of the unit was not working, I checked out side and no water was coming out of the tube. After an hour and a half the service man told me the repair would be aprox. a thousand dollars. He said the unit was old and I should consider replacing it. I called another company to get an estimate for an air conditioner replacement. The new service man checked the unit and told me the hose was clogged, spent 15 minutes blew out the line, and everything has been working fine since. What is the purpose of having a contract if you have to call some one else. Called them to ask about breaking this contract simply because I would never call them again after this episode, the first representative told me I could cancel my contract at any time. I received a call an hour later informing me that I would have to pay the contract for the year to cancel. read more

I am not complaining about their level of service. My complaint is with the amount of time it took before they were able to come and fix the problem with my heating system. I understand that this was the New Years weekend but also it was several days of an extremely cold wave with temperatures in the teens. On Friday morning December 29, 2017, I awoke to no heat. I immediately called their service department to report it and also informed them that my wife and I were seniors. The rep claimed this would put us on a priority list. Not as high as sickly seniors but still on a priority list. Since I've been paying for their service contract for several years, I also assumed that contract people will also get a higher priority. They could not tell me a time or day when someone would be out. Friday goes by with nothing. Most of Saturday goes by with nothing so my wife calls to check our status. She was told that we are now scheduled for Tuesday January 2nd. No one called before or followed up with us to give a status. Needless to say, we went and purchased several electric heaters which actually worked very well. You would think that NJR would have a large crew working when they knew from past experience that there are more system failures in extremely cold weather. I don't know whether or not they had a skeleton crew working or they were just very busy but they finally came out New Years day at 7:00 AM. I think 4 days with no heat or service is unacceptable. They need to fine tune their repair procedures and include some follow up to the customer in addition to shorter response times and adapt to weather conditions. read more