Overcharging, misinformation and non existent customer service
We had a problem with Rinnai Instant Gas water heater. Repair was allocated to [name removed], and was told that it was $225 for call out fee. [name removed] took card details at the time of booking the service. Even though we had informed Rinnai and [name removed] about the error code, the initial technician said he had no knowledge of it and therefore did not have the spare part to complete the repair. The whole exercise took 5 minutes. As the the spare part had to be had to be ordered and technician would have to come out again, he said he ...would only charge for part which was approximately $50.00. Jordan said spare part cost $59.00 and we would be charged again for labour. When I told them what the technician had said, they said fine, we could pay $59.00 for spare part. The technician was "sick" and so another technician was sent, took him 38 minutes to change part and spare part cost was increased from $59 to $85.51 and labour was $80.00. We disputed the charge, so technician mentioned Customer to dispute charges on Invoice. While I am still waiting to clarify the cost, my card has been charged $167.51. Do not book this company for any repair.
Customer service is more than cleaning the heater
Rang to organise a service call on heater. Service centre staff polite, knowledgeable and helpful. Service man arrived and did provide a thorough clean and general service. Sadly his communication skills were in need of improvement. He was abrupt, and discourteous. Failed to introduce himself, and was quite off hand and rude when a minor problem arose. We were not informed when organising the service that the heater would need to be removed from its position and cleaned on his ute. The plug needed to be removed to allow this to occur. Last service the heater was cleaned in situ.
Would have ranked much higher for the quality of the cleaning service provided but for the service staff communication skills that really need improvement.
Prior to meting the team at Jordan's my air conditioning system was in shambles. Having spoke to Shamirn on the phone expressing my concern she did not leave a question of mine unanswered.
The team came out and fixed my entire air conditioning system within days!
Forever thankful to the team. They are the ones to thank for the warmth in my house this chilly winter.
You'd be silly not to hire this fantastic company!!!
I had a technician from Jordan’s out to fix my Brivis and he was wonderful! He was very efficient and my unit is now working perfectly.
I felt that he did a wonderful job and he was very pleasant to deal with. I will be recommending Jordan’s to all of my friends
This is a service centre for Brivis in Canberra. When you call Brivis they require a credit card number to make a service booking. Your credit card details will be passed from Brivis to Jordans without your permission and Jordans will charge you without providing any invoice or explanation of the exorbitant fees they charge. A THIRD company will actually come to your premises to do the work.
The first service man did a quick superficial clean of the system and left after 10 minutes. 15 minutes later the heater was in error again. I called back...and made another appointment where I was told my heater needs a new part but it was "not pricey". Three days later a different service man arrived, spent 10 minutes installing the new part. Two days later $600 charged to the credit card, of which $400 was service fees. The first service fee states clearly that it is for the first 45 minutes. Had the service man stayed for 45 minutes he would have known he did not fix the heater. Why I need to pay two service fees is beyond me. No invoice provided. What is even more infuriating is the heater is not fixed, and after another week the company still has made no appointment to actually fix it. Avoid and do not purchase Brivis
They are a service contractor in the Canberra area for Brivis.
They will take your credit card information before they come, and then will charge you whether they conduct work or not. Their initial callout fees are huge $300 for the first hour.
No doubt they demand credit card information up front as nobody in their right mind would think it is fair to attend to a job, be at a property for 5 minutes and do no work and then charge $300 for the privilege.
Be very very careful about the ridiculous call out fee.
I had a Rinnay hot water tank which was under warranty and it was leaking. I lodged a warranty application in Rinnay website, and I was referred to Jordans which is Rinnay service provider in my area. The first thing Jordans did was to ask my Credit Card number. I wondered and ask why. They explained to me on the phone that if the hot water tank is in warranty, there is nothing to worry, if it is not in the warranty,there is a call out fee.The next day the technician came and confirmed that the tank was in warranty. two days later, a new tank ...from Rinnay was installed costing me $350 paid to Jordans for labor. More surprisingly, I saw in my bank account that they charge another $199. I asked Jordans why I was charged the call out fee even the tank was in warranty. They explained that the tank was in warranty, but labor was not in warranty. Now I really believe that the call out fee is designed to be chargeable regardless customers warranty.
Do not get Jordans NSW Pty Ltd
When I rang Jordans to come out and check out the fuses in the Meter Box - Glen Borg did not mention at the time if it was not their fault that there would be a service call out fee at all.
Please see my email that I had sent to Jordnans after numerous of times ringing them up and asked to speak to the manager - no reply - all I got was an invoice for $199.00 for approx. 10 minutes and they changed a circuit from 25 amps to 32 amps
Now they have threaten me that if I don't pay up they will forward a Default Notice to Veda Advantage Pty Ltd...
Jordans is the service provider for Rinnai. Their service is terrible. I paid for two technicians to come and assess my heater. They charged a tidy sum for a quick look and said they'd send me a quote for the work needed. A month passed, no quote. I rang to ask for the quote. Two weeks passed. Nothing. I rang again - they promised to get back to me. And again! This time they said they'd call me back that afternoon. You guessed it - nothing. On their website Jordans says: "Our commitment to customer service is unsurpassed and is under constant internal review". I don't think so. Rinnai itself has great customer service but their supply chain really, really sucks.
Inefficient, unreliable, unresponsive, uncommunicative.
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