JACKSONVILLE, Fla. — The Ask Anthony team is getting answers for customers of a local HVAC company that suddenly closed without notice.
Kevin Glover recently purchased a brand-new air conditioner for his St. Johns County home. Unfortunately there were some problems, along with plumbing issues at his house. So, he called Griffin Service.
"Normally, they're very good about calling back," Glover said.
But, this time, no one returned his call. He called back and started asking questions.
"I kind of point blank asked the lady. Hey, are you the answering service? I said what's going on. She said they abruptly closed this morning," Glover said.
Glover was shocked because Griffin had been his company of choice for years.
He made an appointment with the HVAC business last Monday. But Wednesday morning, no one showed up. When he called Griffin's phone number, a recording said the business was no longer in operation.
Now, he's wondering what this means for the brand-new air conditioner he purchased three weeks ago and his future service contracts.
"I understand businesses close. That happens all the time. They're a reputable, well-known, well-liked business. So, what happened?" Glover asked.
Griffin has been around since 2016, however, it appears the business was sold a couple of years ago. The Ask Anthony team went by Griffin's last known address on Old Dixie Highway in Ponte Vedra Beach.
The service trucks were parked outside and the front door was open. But, no one was in the front office or responded when an Ask Anthony team member walked inside. Also, we noticed a "for lease" sign outside of the building.
Anthony Austin emailed customer service with questions and received a response that:
All monthly recurring memberships are no longer charged, and paid in full memberships will be refunded on a pro-rated basis. To request a refund reach out to memberships@griffinservice.com
However, he did not receive a response on why the business closed its doors.
"We just found out about two to three days ago," Tom Stephens told Anthony Austin.
Tom Stephens is the President and CEO for the Better Business Bureau in Northeast Florida. Griffin Service has a high number of positive reviews on Google. However, on the BBB's website, the company barely has two stars out of an average of 12 customer reviews.
"It's kind of weird. It's a little strange because they've been in a business awhile and they've done pretty well I thought," Stephens said.
Stephens said warranty issues will have to be addressed with the equipment manufacturer. His suggestion is to look for other HVAC companies that handle the same brands and contact them for service.
"If you paid by credit card, you can dispute the charge. If you paid cash or check, you'll have to depend on them or file a claim in small claims court to get the money back," Stephens said.
As long as the company hasn't filed for bankruptcy, they are required to issue customers some type of refund. At this time, it doesn't appear Griffin has filed for bankruptcy.
If you're a former Griffin customer, Anthony spoke with Brent Marler with J & W Heating and Air. They have been in business since 1966 and have been longtime supporters of First Coast News' "Stuff the Bus" initiative.
J&W is offering Griffin customers a platinum maintenance agreement, that includes two visits to come out to your home to make sure everything is functioning for the summer and winter. For more information click here or call (904) 644-5129.