Complaints

• Initial Complaint

  12/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I hired this company in June of 2022 to come out an check my air conditioner to make sure it was running ok. I signed a contract with them where I would pay $15 per month and they would do 2 tune-*** a year on air conditioner and furnace. In October I scheduled a furnace inspection. When the service person came out to do the inspection the furnace would not turn on. He said that the inducer motor needed to be replaced and that it would cost $1287 to repair or else they could put in a brand new furnace for $3300. He recommended that I put in a new furnace. I just bought the house in June 2021 and the furnace had been replaced in 2020 by this company. I asked about the warranty and he said it wasnt covered under warranty. I had another company come out and they said that it was covered under the warranty and that it would only cost $267 to replace it. So I had them replace it. I feel that this is deceptive practice and I would like to get out of my contract with them. I keep calling them and they say they will call me back but the dont.

  Customer response

  01/18/2023

  Hello - please clarify who the warranty was with and who performed the services . Can you please attach any contracts associated with the work or labor from the last 12 months if not a warranty to provide.

  

  Business response

  02/22/2023

  
  2-9-21 = Furnace installed at *********************************************************************** for then owner, ************************** 
  06-22-22 = Date of A/C maintenance *********************************** is the owner of the home at this time. Customer signed up for the membership plan 
  07-06-22 = INBOUND 1st call from customer about membership details *****************************;
  09-21-22 = OUTBOUND Called to schedule furnace maintenance *********************;
  10-12-22 = Date which furnace maintenance was performed. Per the invoice notes, diagnosis was a bad exhaust system. Our tech reached out to ***** (operations manager) to see if it was under warranty since it was a new furnace. Per the manufacturer, the warranty does NOT transfer to a new owner. 
  10-19-22 = INBOUND 1st call regarding cancellation of membership ********* Sieja 
  11-1-22 = INBOUND 2nd call regarding cancellation of membership *****************************;
  11-1-22 = INBOUND 2nd call regarding cancellation of membership CONTINUED - previous call got disconnected 
  11-29-22 = INBOUND 3rd call regarding cancellation of membershp *******************;
  11-29-22 = OUTBOUND Follow up to the customer *******************;
  Notes Called to cancel membership. Escalated to ***. We must follow up today 11/29 or she will file a complaint with the BBB 
  SMS to *** 11/29 11:01 
  *******************: 
  *********************************** ************ Called to cancel her Comfort+ Membership.  Says she called several times before and if we do not get back to her today, she will be filing a complaint with the BBB.  I will set a reminder for later today to follow up.  FYI...also left you a vmail about this.  Thank you 
  SMS to *** 11/29 14:57 
  *******************: 
  Also, need to follow up on the membership cancelation for ************************************  This is the lady who is ready to file a complaint with the BBB.  I will call her to let her know we didnt forget about her, just need until the end of business today. 
   
  
  11-30-22 = OUTBOUND Follow up to the customer *******************;
  Notes - Called customer to let her know that *** would be following up with her today to explain how the cancelation would be handled 
  1-13-23 = INBOUND 4th call regarding cancellation of membership *******************;
  Per call recording Canceled membership  
  2-20-22 = C.C. deleted from our system to avoid any possible continued payments and canceled membership.  (Thought I had canceled it prior) 

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 5/27/22 Comfort Service tech came out to complete a tune up on an existing and functioning AC unit. The unit was running fine. It lasted 48 hours and shut down completely. Called on 5/30 and expressed our dissatisfaction and were told to call the next day to set a time for the tech to come out no additional charge for the visit. Called 5/31 was told there would be a charge for the visit and it was our fault we did not listen to the tech. Tech wrote down, on an invoice not given to us (still not in possession of a receipt after asking for it to be emailed again) they we the customer were told not to add coolant to replace. I was present at the time of the appointment and spoke to the tech and he did not say that. All I wanted was for them to come out and assess the issue and not charge for this visit. I paid them ****** dollars to do nothing. When I called they were unhelpful, unfriendly and rude. They are not sending anyone out to fix the issue and they hung up on me while trying to transfer me to someone else. I originally was only asking they not charge for the second visit. Now I want my ****** back.

  

  Business response

  06/13/2022

  Hello,

  Here is an excerpt from the invoice that was emailed to the customer & has since been placed in the mail for the customer's convenience; Blower was fine. Ecm run cap. Dual cap low recommend replacement. Unit has significant leak recommend replacement. See list for more details. Customer asked to add 2 lb of refrigerant, we do NOT WARRANTY/ Recommend any refrigerant added to leaky units. 
  

  Cutomer satisfaction is a top priority for Comfort Services. That is why all our phone calls are recorded for quality & training purposes. This customer's situation is currently being reviewed by management & if warranted, the necessary actions will take place in both ************************ departments accordingly. 

  In the meantime, we are happy to refund the customer. The request for the refund has been submitted to the account dept. 

  Thank you for bringing this to our attention.

  Have a nice day.

  Customer Service Dept.

   

   

*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. ↩