Complaints

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I entered into a service contract with Superior Comfort *** on 1/17/24 to service my Navien combi boiler, Model NCB 240. The agreement ***** monthly and they would inspect my Navien Combi boiler in the Fall. On 9/9/24 a technician inspected my heating ********** was told I needed a heat exchanger as it was leaking acid. He called Navien to check if it was under warranty & learned that the heat exchanger was under warranty for 10 yrs. and the part was 9 yrs old. The system was installed on 7/16/15 by original ********** purchased this home on 11/30/20. No communication from Superior Comfort after 1+wks so I called re: status. I was told that it was probably due not receiving the part. I called Navien on 10/11/24 and was they told me the original date of installation as well as the Warranty on labor, parts and that the heat exchange was sent to Superior Comfort on 9/20/24. After multiple calls to Superior Comfort a technician came out to my home on 10/9/24 to replace the heat exchanger. The bill was $2004 which was applied to my MasterCard on file. No explanation was given about the high cost and I was upset. I asked the company for an itemized bill and they refused. I called Superior Comfort again on 10/20/24 as I had No Heat & No Hot Water. They sent the service mgr on 10/25 24 and replaced the gas valve. He said I would not be charged so soon after the previous heat exchanger install. After numerous calls, I learned from Kadir, another service manager that I needed a connector and that it would take 2 wks. Currently I have been without heat since 11/4/24 & told the service manager to send me an experienced technician and someone came to my home on 11/6/24. *** explained the problem with the air separator and was able to restore heat, but that only lasted one day. he provided me with an estimate to fix the problem 800+. I want this problem fixed ASAP. Not enough communication from this company, I wont renew the contract. Need itemized bill for 2004.

  

  Business response

  11/22/2024

  Hi *******,
  
  Thank you for sharing your detailed feedback. We sincerely apologize for the challenges you've experienced and any inconvenience caused.
  
  To clarify, when the heat exchanger was ordered, you were informed that we would reach out as soon as the part arrived. When you followed up, we explained that we hadnt contacted you yet because the part had not arrived. Once we received it, we scheduled the replacement and completed the work as outlined in the estimate, which included a detailed breakdown of the labor and scope of work: "INSTALL HT EXCH. UNDER MANUFACTURE PARTS WARRANTY."
  
  Unfortunately, as your system is 9 years old, additional components have begun to fail, which is not uncommon. While waiting for the additional part, our technician *** was able to restore temporary heat to your system, and were actively working to complete the repairs as quickly as possible. We expect to resolve everything by Tuesday.
  
  We understand your frustration and are committed to improving our communication to ensure youre informed every step of the way. If youd like to discuss your concerns further or have any additional questions, please dont hesitate to contact us.

  Thank you for speaking with us and being patient! 

  Customer response

  11/22/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]   I received and reviewed Superior Comforts reply dated 11/22/24 to my initial complaint # ******** from 11/15/24. I definitely dont agree that Superior Comfort provided me with an itemized bill dated 10/9/24. They charged me $2004. & stated: leaking heat exchanger checking on warranty also needs neutralizer installed waiting to hear back from ******. There was no mention on the bill specifying labor charges including their hourly rate, the number of hours involved, the date(s) and any shipping costs involved with receiving the part.  They denied my request for an itemized bill and the Service Manager simply stated that the $2004. bill was for shipping and miscellaneous parts.  According to my conversation with ******* ******, ********** Service Specialist Coordinator on 10/14/24, he told me the heat exchanger was sent out to Superior Comfort on 9/20/24. It wasnt installed in my home until 10/9/24. Im sure that Mr ****** would have arranged an expedited delivery of this part as I was made aware on 9/9/24 by the 1st service technician that my heat exchanger was leaking acid !  Despite Superior Comfort installing the heat exchanger on 10/9/24, I had to call them again on 10/20/24 to report no heat and hot water !  The service technician and service manager came to my home on 10/25/24 to replace a gas valve. I was told another part was needed, but they did not tell me what that part was. The service manager told me that Superior Comfort would not charge me for this gas valve and the part needed as it was too soon after the initial repair of the heat exchanger $ 2004. The heat was restored, but again on 11/4/24 I had to report no heat again. An experienced service technician came to my home on 11/6/24 and identified the air separator was the problem and emailed me an estimate to repair that problem at the cost of $ ******. It was an itemized bill for the cost of the part & replacement of the air separator. My heat was restored briefly and on 11/8/24 there was no heat once again. I was hoping the parts would come in by the appointment on 11/20/24, but the appt was canceled as the parts didnt,t come in. Now the appointment is set for 11/26/24. I am a senior citizen and find lack of heat as well as lack of communication so unacceptable. Its appalling to me that I had to go with no heat and hot water from 10/20/24 - 10/25/24;  I was sick for one week following that incident. 
  I have to question the credentials of the service technicians that came out to my home to service my Navien combi boiler to see if they are licensed by the department of labor. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business response

  12/03/2024

  Dear *******,

  We sincerely apologize for the periods you were without heat and hot water. We understand how frustrating and difficult this must have been, and we worked hard to resolve the issue for you as quickly as possible. Were glad your heat has now been restored.

  We understand your frustration regarding the timeline and the itemization of your bill. As part of our standard practices, we use a flat-rate, standardized billing system that includes all parts and labor required to complete each task.The charges provided reflect the Install Ht Exch. Under Manufacture Parts Warranty - which is the labor, including obtaining the correctly matched part, removing the damaged one, installing the new unit, and ensuring your system was restored to proper operation, etc. All of this was clearly outlined on the bill we provided and was accepted by you before any work began. While our billing is itemized in this way, we acknowledge that it may not have been as detailed as you would have preferred. However, this is our itemized bill that was sent to you and agreed upon by you.

  Regarding your concerns about the delays, we worked to secure the necessary parts as quickly as possible; however, supply chain challenges occasionally occur beyond our control. We deeply regret that this resulted in periods without heat and any health issues you may have faced as a result. We did everything we could to help you. 

  We want to assure you that our service technicians are fully licensed and trained to handle ************** and other equipment with expertise. We are also glad to hear that your heat was ultimately restored, though we regret the extended time it took to resolve the situation. 

  If you have additional questions or concerns, we'd be happy to explain to you our billing over the phone. 

  Customer response

  12/16/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  To Better Business Bureau re: my BBB Complaint ******** from 11/15/24 and in response to Superior Comfort **** reply on 12/4/24
  
  I do not wish to hear ongoing apologies for the improper procedures and conduct by Superior Comfort **** in addressing the repairs to my Navien heating system since the initial inspection on 9/9/24, as it is unproductive in resolving this complaint.  
  When I was asked to sign the tablet for the bill of $2004.00 on 10/9/24 by ******* ******, the service manager,  I was not given a written estimate that fully described what I was paying for. I did not see nor read the invoice until the following day online.  When I read it, I was appalled and wanted an explanation and description of how many hours were spent on the job and the hourly rate.  Despite several calls to address this issue and physically going to Superior Comforts office on 10/17/24, this issue was never resolved.  I strongly feel that no work shouldve been performed without providing me with a written estimate. If Superior Comfort believes that customer satisfaction is a high priority and that they strive to deliver quality services, then they shouldve provided me the invoice before the job was done. Work should not have been performed without an estimate provided first.  I have since researched, learned and read online that Superior Comfort had a prior BBB complaint filed against them in 2022 re: not providing an estimate to a customer before work was completed. This company can talk nonstop about customer satisfaction being of high importance and that they strive to deliver quality services. In that case, they failed to provide an estimate of the job prior to completing the work. 
  
  My issues are that they charged me $2004.00 on 10/9/24 without providing me with a written estimate of the job prior to actually completing the job. The Service Manager and technician were at my home on 10/9/24 and the Service Manager handed me his tablet for me to provide my signature and all I saw was the cost $2004.00; no description of what I was paying for and what was getting done that day.   I understand that there is a cost for the job and have researched online what this job would cost and the job wouldve cost $1500. to $2000. yet they chose to charge me the highest amount. They have truly insulted me by sending inexperienced technicians out to my home to work on my Navien and now that I learned from DLT that their people are either unlicensed or dont have the correct license, I am further insulted and infuriated. Superior Comfort can deny this all they want but once I filed that complaint with *** and Mr. ******** ******, Chief Mechanical Investigator came out to my home on 11/27/24, he had researched the names of the service technicians and two are not licensed and two service technicians dont have the correct license. There has to be compensation to me and I want them to take $500 off the cost and reimburse me.  I trusted that Superior Comfort knew how to service my Navien and would follow policy and provide service technicians with state approved licenses.  it is disappointing to learn this information from DLT.  My complaint will run its course and prove this to be true.
  
  I want to know if the Neutralizer was replaced at the time that the Heat Exchanger was replaced on 10/9/24 because Superior Comfort states in the invoice that the Neutralizer was needed.  If they have not installed it then I want this part. 
  
  Also, when Superior Comfort came to my home on 10/25/24 to install the Gas Valve, I distinctly remember ******* ******, service manager, stating that another part was needed. I have since learned from *****, service manager,  that this part is the Connector. Since I have not heard anything from Superior Comfort regarding the Connector, I want that part as well. I do not wish Superior Comfort to be in my home and install these two parts, as I will have a qualified individual licensed by *** to install the parts. I wish to have resolution of this matter as soon as possible as I have notified Superior Comfort by email on 12/9/24 that I will not renew the service contract. I strongly feel that customers provide the best reference for any company. It is up to the company to provide the greatest service to the customer.
  
  Sincerely,
  
  Marilyn  J ******** 

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have an older HVAC System that failed in the end of July. Superior Comfort came to fix. The work was performed without providing an estimate of the cost. Given the age of the system, the work should not have been performed without the estimate provided. I spoke with the Service Manager (*****) who verbally agreed that it was not consistent with policy to have performed the work without the estimate. He was going to follow up and get back to me. I followed up with him again a week later, but he had no information. I need to replace the system, so I had SC quote a new system. About a week later, I followed up with the sales rep to let him know that I needed a response from the Service Manager about the issue. That was about 3 weeks ago and I have had no contact from SC. I recognize that I received a service from SC, so I am not seeking a full refund. The service tech should have informed me that the system was beyond repair rather than attempting to repair it at high cost. My house has 2 units, and this was the case for the second unit. While the 1 unit is partly functioning now, the tech did not fully repair it. A reasonable solution at this time would be to refund half of the cost paid. This will be roughly $500, and would have covered the cost of purchasing temporary AC Units to support my house while we worked to have a proper system installed.

  

  Business response

  09/01/2022

  Good afternoon Mr. *******,

  I have reached out to our service manager and Comfort Specialist in regards to the above complaint. When our Service Professional was there he did repair your first floor unit and it was operating at that time. He also noted the second floor system will need to be upgraded to a new 410a system as they no longer make r22 systems, he spoke with you and received a check for payment. He followed up with the office to have a comfort specialist scheduled for your other system, which ******* was prompt and responsive. In the meantime we went back out free of charge and found the condenser fan continuously running while the compressor was not, meaning there is a short in the fan wire that keeps it running. We did offer you a full refund for your service call in order to replace the system that needed replacement. Our Comfort Specialist spent time answering you and your wifes questions and concerns. Our service manager did find that one of our service professionals did in fact do a repair without authorization, which is not normal practice, that employee is no longer with us due to continued similar circumstances, the service manager also explained we would credit the charges against your system replacement. I am happy to help address all of your concerns as customer satisfaction is indeed a top priority here at Superior Comfort **** we strive to deliver high quality service and products while doing it honestly. It is our mission as a company and a family. ******* tried several times to work with you, ***** was out on the road once we terminated our Service Professional but we did have ******* in contact and always available. We would be happy to refund your $500 and wish you luck in the future with your HVAC needs and HVAC company. 
  
  
   

  Customer response

  09/02/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and will accept their offer of refund ($500) as satisfaction to my complaint (#********). I understand that by choosing to accept the business response that my complaint will be closed as resolved.   I assume that the business will submit the refund to me via check that they mail to my home address.  Please ask the business to reach out if clarification of those details are required.
  
  Regards,
  
  ***********************

*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. ↩