Complaints

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cosmic Comfort installed a brand new air condition unit for my house in June 15, 2023 at cost of $13,000. It took them more than 10 days to finish the initial installation. During the installation, many troubles and mistakes happened. Since then, every month the unit stopped working from cooling and then heating. Cosmic only recorded 3 of 6 on sites services on the portal so the history of the problems does not showed. I made multiple phone calls and emails including two official complaint letters to request resolution since October, and they told me the management discussed it in the meeting and waiting for owner *** to make decision. But I never receive a response as expected. I would like to share this bad experience.

  

  Business response

  11/29/2023

  Hi ****, were sorry you are unhappy with this project. There seems to be some miscommunication between Cosmic, your tenant, and yourself on a few issues. 
  To clarify, the original install did take longer than expected at three days, but the appointment the following week was part of the duct testing/permitting process that is typical of all installs. Unfortunately, there were three minor repairs needed in the months following the install. The issue with the safety switch was definitely on us; however, we could not have anticipated the disconnected failure or that the thermostat would stop working several months later. 
  We acknowledge that no matter the cause of the failure, Cosmic is responsible for our customer's experience, and to that end, we responded quickly and resolved the issue at no additional cost each time we were made aware of one. 
  We wish only the best for you and your tenants
  
  

  Customer response

  11/29/2023

   I am rejecting this response because: Cosmic Comfort did not take my compliant seriously and does not care about my un-satisfaction on Cosmic Comfort service. Cosmic Comfort claim to provide 100% Satisfaction Guaranteed but I did not see Cosmic Comfort make any effort to fulfill 100% Satisfaction Guarantee in handling my case. I made many phone calls and wrote many emails, and Cosmic Comfort did not call me back at all and completely ignore my requests.  I am the home owner and paid $13,000 for the installation, I am Cosmic Comforts customer and I should be closely communicated with every single problem and repair of the unit I paid for, however, it was not done in such way. There was no miscommunication between Cosmic Comfort and myself; instead, there was no communication at all between us for those issues and repairs. Those repairs were not login the customer portal so I was not aware of them until I learned it from my tenant. I had air conditioning unit installed in my other properties and never have this kind of issues. As I mentioned in my complaint letter, the quality of the installation service including equipment is in question from the very beginning. By warrantee, I should not be charged for a brand new unit and it is not a favor from Cosmic Comfort that I received those repair services at no cost. Frequent repair of a brand new unit indicates either the equipment has defeat and/or installation service was not done correctly. Cosmic Comfort should find a proactive solution to mitigate the risk of placing financial burden and anxiety on customer due to poor job done by **********************.  I am disappointed by Cosmic Comforts technical service and customer service, and professional manner of Cosmic Comfort Management/Owner.  The response from Cosmic Comfort is not acceptable. 
  
  
  

  

  Business response

  11/30/2023

  Dear ****,
  
  
  We at Cosmic Comfort understand that you have concerns and issues regarding our services. We would like to assure you that we have made consistent efforts to address them and keep you informed throughout the process.
  
  Our dispatcher was in regular contact with you, and our manager tried his best to resolve the issues himself. We respect your wish to speak to ***, but unfortunately, he was on a business trip and it was also during the holiday season.
  
  Regarding the warranty calls. Our team promptly fixed the problem, and notes were left on our portal for the technician's reference. Cosmic did not contact you directly, as the tenants called in the repairs. 
  
  Concerning the equipment defects, we offer warranty service for up to a year and are committed to addressing any issues arising during this period. We noticed you requested a quote for extended 3 and 10 year warranties during your initial appointment, which we can revisit at your interest. Additionally, your current warranty remains valid until 6/12/24. As this date approaches, we are open to discussing an extension if necessary.
  
  We want to emphasize that your tenant has a fully functional unit with no reported issues for almost a month. We aim to ensure your satisfaction and appreciate your ongoing partnership with Cosmic Comfort.
  
  Thank you for your understanding, and we look forward to continuing to serve you.
  
  

  Customer response

  12/01/2023

   I am rejecting this response because: So far Cosmic Comfort did not apologize for not promptly response to my concern as a standard practice of good customer service.  I have called and emailed Cosmic Comfort many times before I wrote official complaint letter at the end of October 2023.  In the beginning,I wished Cosmic Comfort management (not necessarily have to be Owner ***) would reach out to me to listen my concern and request.  Cosmic Comfort receptionist told me that the management discussed it in the meeting and will get back to me. Then I was told again that the management is waiting owner *** return. I did not get anything response from anyone at Cosmic Comfort for another month since I officially file the complaint. Is this considered acceptable or good customer service? Is this considered as a business practice to ensure 100% Satisfaction Guaranteed? No!
  I like to work with Cosmic Comfort finding the solution to address the issue.  But Cosmic Comfort seems very reluctant and passive on finding the solution. Since Cosmic Comfort dont take proactive action and the opportunity to resolve it, then I would like to request following solutions:
  1, Cosmic Comfort need to sincerely apologize the bad practice of customer service in my case. ********************** will notify me every single service visit at ***************************************************,for the ** unit service in the future and record all visits on the online portal so there is a good history record of issues and services. This manner was not done previously and must be done in the future.
  2, I have more than 3 ** units in my other properties, none of them have such frequent (every month)repair services history. Even the old ** unit being replaced at ****************************************** were repaired once every summer for many years. The reason to replace it is the unit did not provide cooking and is over 20 years old. Based on the fact observed during the installation and the first 6 month of warranty period,too many problems occurred to a brand new unit as unexpected.  I asked Cosmic Comfort to extend the current warranty and remains it valid until 12/12/24 at no cost to me. If the frequency repair service (regular scheduled maintenances are not included) does not go down to normal in the next 6-month, Cosmic Comfort need to replace the system at Cosmic Comforts expense. 
  
  
  

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