Complaints

• Initial Complaint

  30/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello, The job was completed within an hour and was happy with the outcome. When I saw the bill i almost fell to the floor.I wasn't informed that I am being billed for 1.5 hours just to show up as the technician said.For a simple fix it was very expensive. I have used The Comfort Group for all my maintenance and heating repairs **** **** ** ******* ** But as of now I will be shopping around being a handicapped senior, you should have some type of discount especially for present customers. Regards, C.G.

  Business response

  31/05/2023

  This was our standard pricing for the task at hand, we do not charge hourly - it is task based pricing, so if it takes 15 minutes or 8 hours, the customer pays the same price. However, we do not want our customer's to feel taken advantage of or like they paid too much money for a service. We will be reaching out to C. and refunding the bill in it's entirety. Thank you.

• Initial Complaint

  13/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My main issue with this company is their lack of communication to deal with a system that they installed that has not worked correctly from day 1. I always have to initiate the call & call multiple times before I get a response. They have come out several times to try & correct the issue and each time they have found something wrong and then it takes several weeks of phone calls before they return to fix the problem they found. The latest was three weeks ago on Feb 16 , two techs came out and discovered that the cold air return was completely collapsed and they would have to come in to add another return to correct the problem. From the beginning, the company was aware that it was undersized as the proper vent was back ordered. These techs felt that this has been the cause of most of the issues as the system was not balanced. They agreed it wasn’t working right and it was very loud. I phoned last week and the week before to find out when this would be scheduled with no response. I phoned again this Mon. Mar 6 and was told I am not on their schedule. I asked for a manager to call me back and was told they would call within 24-48 hrs. Wed March 8 i called again to ask why no one had called me back. I was told it would be looked into and they would call me back. I called again today and was told that the management would not be returning my call and they were not going to do anything for me. I ordered this ducted heat pump system in Sept/ 22 for $18,900 & they set an install date for Dec 12/22 Initially the installed the wrong outside unit. Wrong sized cold air return. Fresh air return that shouldn’t have been there & just feeding cold air into the house. Then the exchanged unit was very loud, neighbour even complained. Then a collapsed duct. These are just a few of the problems. I have had no heat for 3 months as they disconnected my baseboard heaters but they did come feb 28 & hook some back up when I requested it. Techs have been great, management has not

  Business response

  22/03/2023

  
  
  To Whom it May Concern,
  
  I am reaching out to share a summary of the events, findings and solutions that have taken place at *** ****** ****** *********** ** *** *** for our customer K.E. between the dates of December 20th, 2022 and March 21st, 2023.
  
  On December 20th, 2022 we completed a large install for our customer, K.E.. Due largely to equipment shortages after a busy Summer season, this was nearly 3-months after the initial estimate was signed. This installation was that of a Lennox MPC024 heat pump, paired with a Lennox MMDB024 – as per the agreed upon estimate at time of sale.
  
  I do want to point out, the original signed estimate stated an MPB024 – however this is the previous nomenclature of the newly introduced MPC024 – the system however has nearly the exact same pricing and specifications (except a higher heating output rating) attached to it.
  
  At the time of completion the customer was notified that the return air grille that we would usually use on this system is on backorder – as we have let several of our customers with the same system know. Unfortunately, there is not much we can do in this situation except wait for them to arrive. We did however – with the customer’s approval – cut in a temporary return air solution so the system could run properly.
  
  Once the installation was completed and system was operational, our technicians filled out the attached “Start Up Sheet” and took readings of the system, including supply air temperatures. These supply temperatures are a little lower due to the fact the outdoor temperature at the time of commissioning was around (-)5°C. The supply temperature was still over 27°C, which given the low outdoor temperature, seems quite sufficient for a heat pump system not designed for low-ambient conditions.
  
  After multiple calls and complaints from the customer about how the system is not seeming to heat her home effectively over the next week, we decided the best course of action was to install a new low-ambient model at no cost to the customer. This about a $4,000 upgrade for most customers. On January 12th, 2023 we installed a brand new MLB024 outdoor unit at no additional cost to the customer. This unit is better rated to heat at lower-ambient temperatures.
  
  * **** ******** ***** **** ************ ** **** ********* *** *** *** ****** *********** ******** ****** *********** *********** *** ****** ****** ********** ** *** **** ***** *** ************* ****** *** **** ********* ******* * **** **** ******** *** ***** ** ***** **** *** ******* **** ***** *** *** ************ ** *** *** *********** *********** ***** ***** ***** **** ** *** **** ** ********** *** ****** *** ********** **** **** *** **** *** ****** ***** * **** ***** *** ****** ****** *********** ** **** *****
  
  
  
  
  
  Once this new unit was up and running, it did not take long for our phones to ring with more complaints from K. This time her concerns were mostly surrounding noise issues and lack of heat from the supply vents. These are concerns we do take very seriously, especially in the coldest winter months. We had our service technician JB on site to do a thorough once-over of the system on January 28th and found nothing abnormal or non-operational during his visit. K. was adamant something was wrong and the noise from the system was abnormally loud and it was still not heating.
  
  
  We sent another service technician - *****, to site on January 30th and told him to spend as long as it takes to try and replicate the issues. ***** ended up spending multiple hours on site hearing out all of K’s concerns and testing every function and setting of the system. During this visit and numerous tests, ***** did not discover or observe any of the issues mentioned by the customer.
  
  * **** ******** ****** **** *** ***** ** supply vent air temperatures in excess of 41° (106°F), decibel readings of 54.8dB from the manufacturer’s specified measuring distance, and refrigerant temperatures and pressures of 166°F and 419psi – all indicating system operation well within the manufacturer’s performance rated specifications.
  
  After relaying all of this information to the customer, our technician explained there is not much we can do to help the system operate any differently than it is, as it is operating exactly as it is designed to do. He then sent our office staff emails confirming all of his findings during his visit, and confirming there are no issues present regarding temperature, noise, or any other operational concerns - which I can provide copies of if needed.
  
  In mid-February our phones rang again with more concerns from K. regarding her system. After the last visit having turned up no significant results or issues, we were determined to get to the bottom of what she is experiencing. For this visit we decided to send our two supervisors – both of which have their Red Seal refrigeration tickets, as well as their gas fitter B-tickets – as they are both very competent and talented technicians. They were given instruction to scour every inch of that system, test every function, setting, and sensor, check every single pipe, duct and vent and finally come to a conclusion as to what is going on with this system.
  
  After both of them being on site for a number of hours the only deficiency or abnormality they could find in the systems performance, operation and overall installation was small section of return air ducting had overlapped itself – slightly limiting air-flow in one section of the duct system. They fixed this while on-site and continued taking measurements and readings. Every reading they got was again well within manufacturer’s specifications of normal operation. The supervisors conferred with Lennox tech support and every reading that was observed fell within normal operating conditions and the system was given a clean bill of health.
  
  
  
  
  
  The one thing that was still not fully taken care of was the proper return air grille being installed as that backordered grille still had not arrived at that time. Once they were fully satisfied that nothing in the system was malfunctioning or operating outside of the normal parameters – they had a discussion with the customer that based off every single visit we have made since the time of install – we cannot keep coming out to check in on this system.
  
  After twenty-two phone calls received, many technician visits and dozens of post-install hours spent looking into the systems performance and turning up nothing abnormal, we came to the conclusion the customer must not be happy with the system they have received and went ahead and offered a full system removal and complete refund. She declined this offer, so we did let her know we cannot keep returning at every single call unless there is truly an issue present. We also informed her that we would absolutely return as soon as we have the backordered grilles arrive, and as of today (March 22nd, 2023) these grilles officially have arrived this morning.
  
  I will await the BBB’s response and direction in this matter before reaching out to confirm the installation of this return air grille, but we are happy to make it happen as soon as convenient for the customer.
  
  ********** ** **** ******** ********* * **** ******** *** ********* ********** ******** ****** ******** ******** ************ ******* * ******** ** ******** ** ********* ******** ************ ***** ** ***** ****** ******* **** ***** ** ***** ******* * *** **** * ***** **** ******* **** ******** ****** ** ****** *** *********** ******** ***** ** ******* ******* *********** ******** ******** **** ************ ** *** ***** ********* * ** ****** ********************
  
  
  If any other documentation or explanation of any services rendered or equipment provided, please let us know and we will be happy to provide.
  
  
  Thank you for your time,
  
  
  J.P.
  Operations Manager
  The Comfort Group Heating Co.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩