Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 2024 ************ scheduled appointment missed December 2024 maintenance inspection for recently installed HVAC unit. Tech late unit OK January 2025 emergency call HVAC unit is spewing carbon monoxide into house alarms blaring. Unit installed improperly. Sorry don't know how the inspection missed it.April 2025 ************ scheduled. Appointment cancelled by Collins due to emergency.$40K spent with company in last three ************* consistently schedules appointments with 4 hour windows and has in our instance missed 6 different appointments. Have spoken to management regarding this they assured me it would be addressed. Nothing has changed.

  

  Business Response

  Date: 04/18/2025

  Our senior VP has reached out to discuss the customer concerns. Maintenace was performed on April 12 one of the units and tech has identified they are functioning properly. Customer has said there is nothing more we can do to make it better for him.

  Collins Comfort Masters Management

   

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a leak in our tankless hot water system. Repairman came and had to replace (he said two gaskets which were corroted due to water softner not working correctly. Date 2-16-25. He was here about one hour maybe a little over. Job was done in a satisfactory manner, service technician was very good, and we live in ***********, while company is in ******I have no problem with some travel time and repair, however bill was or $1,189.72, which is quite high and this is our complaint. No break down of parts, travel time or nothing. Only states repair leak 2.00, and repair fitting to the flow meter 1.00. He was not here 3 hours for sure. This price was to hgh for time here. Many thanis

  

  Business Response

  Date: 02/21/2025

  Our manager ****** has reached out twice,yesterday and today.  He goes straight to voicemail each time. 
  
  We have reviewed the call with ***** the tech that was on the job and the service titan timeline yesterday.  We followed procedures and gave the estimates and had the authorization signed prior to beginning work.  We had to take apart a tankless water heater that had failed and rebuild the internal plumbing that had blown out.  We replaced the internal connections on both sides of the meter assembly which account for the two $351.36 charges, then repaired a failure on the inlet brass to copper connection for the $487 charge.   After the work was done the customer paid and signed the completion. 
  We have attempted to call the customer back multiple times.  

  Collins Comfort Masters Management

• Initial Complaint

  Date:12/26/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid $7000.00 for a ECOWATER water softener, than upon the second service the technician used high pressure sales techniques to try to sell us another $5000.00.****** has a NO RETURN NO REFUND on these units.

  

  Business Response

  Date: 12/30/2024

  Tell us why here...Good afternoon,
  
                 We were contracted to install a Water Refiner to the customers residence at ***************************************************************. This was sold and completed in October 2021. The price was ******* for the Refiner and included a custom install at the residence because the home was not plumbed for water treatment. This was purchased through the special kiosk program that ****** offers their members.Customers are informed that the purchase is nonrefundable at time of the purchase.
  
                 We came out to the residence in October 2023 for routine check up and service on the water Refiner. At this time, we made a recommendation of a new drinking water system. This is a replacement of one they currently had under the sink.This is different than the whole home Refiner that was purchased in October 2021. We provided an estimate to have a drinking water system professionally installed at a price of *******. We also made an estimate for a partial replacement for *******. Owner declined both options.
  
                 We came out December 26th, 2024, for routine service on the water refiner. The homeowner noticed it was the same tech from the previous year, and he was upset because he requested never to have that tech to the home. We will try to accommodate all reasonable requests from customers. The customer was a bit belligerent with the tech as well as the service manager. He expressed other plumbers told him he paid to much and now just wants a refund. When the service manager called the customer back to apologize for any bad customer experience, the customer advised he just wanted his money back from the purchase three years ago. The service manager advised there are no refunds or returns on the product. We advised to call us if they needed any services in the future and made notes about any recommendations for future service.
  
  The product is working perfect as intended with no issues.
  
  Thank you,
  
  ****** Funkhouser   

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/22/24, Collins Comfort installed a new heat pump system in my home. Part of the contract was to fix and damage or holes that were created in the process of the installation. As a result of the installation, repair was needed to the drywall in my garage and to the exterior stucco where the power unit is attached to the building. While someone eventually came out to repair the drywall in the garage, the stucco still has not been repair, nor has anyone contacted me from the company to schedule the repairs. The installers said it would be fixed, the person fixing the drywall stated someone would contact me to fix the stucco and I called Collins directly to find out when someone would schedule the repair. After 2 weeks with no answer, I called back only to be told, once again, someone would contact me. It's a week later and still no one has called. I just want them to complete the repair work.

  

  Business Response

  Date: 12/19/2024

  Stucco specialist from ***************** have already contacted ****** and will be on site to assess the issue tomorrow 12/20/24 and set a day for actual repair. We work hard to take care of our customers at **********************.

• Initial Complaint

  Date:09/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Water Damage Claim - Collins Comfort Master Good afternoon,This letter is submitted for the record to document water damage caused by improper service from Collins Comfort Master and equipment malfunction from ****************. Both companies have delayed the repair process, and ******** has not responded to our requests. Our home was scheduled to be listed for sale on September 12, 2024, but that has now been delayed indefinitely due to this situation.Incident Details:Loss Date: September 7, 2024 ************ Date: April 19, 2024 Product Information:Brand: **************** Model: ERR 3702 R30 On September 7, 2024, the resin media tank split, flooding our garage and damaging our home. Collins, despite our service contract, delayed the inspection until September 12, 2024, five days later. Collins management admitted their team failed to escalate the case, but they are still not taking ownership of the full extent of the damage, which could have been minimized had the issue been handled *********** make matters worse, Collins restoration partner has not provided a quote for repairs despite promising it by the end of business on September 12, 2024, and no work has started.Ecowater, meanwhile, has not responded to any attempts to discuss the damage or move toward a resolution.We seek immediate action from both companies to address the damage and expedite repairs, as their delays and lack of response have caused significant disruption, financial strain, and complications with our planned home sale.Thank you for your attention to this matter.

  

  Business Response

  Date: 09/23/2024

  Our manager ****** has been working on this issue. This is an issue with the equipment and Ecowater is handling the damages.  ****** has sent Connected Restoration and contacted Ecowater. 

  Collins will continue to work through the process with the customer.

   

   

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 5, 2024 to present (8-26-2024), however, STILL on-going, Lenox HVAC unit sold to us by ******* Collins Comfort Masters (********, ** and Tempe, **) in 2016 and under current annual "No Worry Maintenance" coverage. Unit fails repeatedly and only works intermittently. Unable to make any contact with management, primary contact most of time is with various and multiple receptionists that answer telephone..I am over 80 years old, US VA Disability rated veteran. Log of contacts with Collins attached. Multiple (4) technicians have been dispatched, no consistency to problem solving, They manage to get it started, leave, AC stops. Unitis a lemon. Had to leave home and stay at hotel several times (4-5) during intermitent operation.Will attach letter sent to company and Costso.

  Customer Answer

  Date: 09/03/2024

  Dear *** or Madam,

  
  

  This is to inform you that ******************************* VP, Collins Comfort Master, (AC ************) reached out to me today and we have resolved the matter in a very favorably agreeable to both parties.  I appreciated ******************** willingness to listen, understand and provide a very amicable resolution to our grievance. 

  
  

  Thanks to the folks at BBB for there assistance in this timely resolution. Please reflect this favorable resolution on your public documents.

  
  

  Thank you,

  
  

      ***

  
  

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive spoken to Mgr ****** G several times to fix the vibration issue caused by the newly installed condenser unit. After initial install, Ive literally had these guys come out to my home to fix the LOUD condenser outside my living room that vibrates the interior wall sounding like a freight train. My 13 year old unit they replaced was less noisy and didnt vibrate my interior walls. Ive spent over $11k for this unit and Im now being told that my homes pre installed dampers are bad. Of course they are, I literally told the sales *** ****** that certain rooms were hotter than others. During my initial consultation with salesman ****** W, I informed him about the air flow being hotter or higher temperature in one area of the house than others. I informed him about the zoning system and was told not to worry, it will all be replaced during the install. MORE LIES from your representatives. Now you guys are telling me that my dampers are bad, and I have to pay $904 to replace them. Such corruption! Ive expressed my concerns verbally to ******* on 5/31/24 re. deception, misinformation and lack of product knowledge, which couldve resulted in us purchasing the wrong tonnage for our sq ft, and we also submitted a written formal complaint, which ******* assured me that management would be reaching out. However, no one within management, has addressed my concerns over the dishonest and misleading sales practices.Unfortunately, this isnt even the half my experience thus far, however, Im waiting until management reaches out regarding the loud condenser, with rattling, flimsy metal unit panels, along with the vibration issue caused during installation, that can be heard within my interior wall of the disconnect panel.The only reason I stuck with these guys was because of our faith in the ****** brand and CCMs Pearl certificate guarantee. Wheres the ******************** Whos running this company? We expect the dampers to be installed as promised.

  

  Business Response

  Date: 08/21/2024

  We are getting the dampers, and they will be installed next week. The vibration isolator will also be installed.
  No charge to the customer for this.

  - **********************

  Customer Answer

  Date: 08/23/2024

  Ive left 2 voicemails and spoke to two different people whove said that they would contact me to schedule the repair, but Ive not heard from anyone. I also sent a text to Mgr ****** ***** showing him the damage done to framing around my attic door.  I requested a drywall repair and cleaning from the smudging, but havent heard from him either. 
  

  Theres a total of three issues: Replacing the damper, installing the anti vibration piece and now the drywall repair.  

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally called Collins Comfort Masters to investigate why my Air Conditioning system was not adaquately cooling down my house (taking hours to lower a degree, constantly running in the afternoon, not keeping the house at 78 or lower). The company makes it very clear on their website that you don't need to worry about their work, they stand behind their work, and will make sure the job is complete even if they have to come back. On the first visit, the technician diagnosed the problem being with a capacitor and dirty interior and exterior coils/condensers. I paid them roughly $1062 to clean the unit and replace a capacitor. When I was still having issues the next day, I called and they visited again and said that the refrigerant was too high. They fixed that for free. Then, the unit was still not cooling, running almost 90% of the time, and Collins came back to say that the refrigerant was too low this time, and that there was an issue with the compressor. They put back some of the refrigerant but wanted another $2500 to install a new compressor. I expressed my concern about being asked to spend more money when I should've still been covered by the warranty on the original visit. If the issue was indeed a compressor it should've been diagnosed properly the first time instead of spending $1000 on a cleaning that did not improve system performance at all.

  

  Business Response

  Date: 08/16/2024

  We spoke to ******* and explained that we would credit the $1062 towards the cost of the compressor and collect the balance when he had a working AC.  He misunderstood the original conversation with the tech and said he probably should have called the office instead of BBB.  He is going to get other opinions this weekend and will call Monday to let us know if he wants to move forward with the compressor replacement.

  -Collins Comfort Masters

  Customer Answer

  Date: 08/16/2024

   I did speak with the business this week about my concerns. I explained on the phone that I did prefer to resolve the matter over email or through the BBB portal so that all communication was documented. At this time, the representative has not replied to my latest email asking for clarification about how the situation will be resolved if replacing the compressor does not return the unit to proper functionality. I expressed in this email that my primary concern is establishing a cap on expenses to repair the unit completely given the cost to return the unit to full functionality was originally quoted at $1062 and the company has not honored that price, and is now asking for an additional roughly $1400 to get the unit back to a properly functioning state. I expressed in the email that given the need for multiple visits by the company so far, the company has demonstrated a pattern of ineffective work and incorrect diagnoses, and I must take measures to ensure that there will not be endless invoices of "shooting in the dark" until many different things have been tried when only the final fix was required to resolve the issues. I am willing to continue to work with the company to get the unit fixed as long as there is an established cap or maximum amount of money I will be required to pay to have the unit repaired to full functionality, including fees, shipping, parts, labor, and any other costs that I would be responsible for. The company has not replied to my last email seeking this agreement. If the company is not willing to establish an agreeable maximum on charges I will be responsible for to have the unit repaired, than I would still be seeking a full refund for the original work of $1062 on the grounds that it was not effective or necessary, and did not improve performance or return the unit to full functionality.

  

  Business Response

  Date: 08/19/2024

  We did $1,062 of work that did not solve the problem.  We came back and found the compressor needed to be replaced and he was quoted the full labor cost on a warranty compressor.  We did not install the unit and have no prior experience with the customer.
  
  He responded to our quote by complaining to the BBB.  ****** offered to credit the previous invoice against the compressor replacement.  ******* said he would make a decision after he had several other companies give him estimates.  Thursday 8/15 he spoke with ****** and tried to back him into a blanket guarantee that the compressor was the one and only repair he would ever pay us for.  The emails below were exchanged.
  
  I am recommending we refund his $1,062 and decline to do further work for him.  He will not share the other companys findings, just that they have given him different information than we have.

  Customer Answer

  Date: 08/20/2024

  Before opening a case with the BBB I did discuss my concerns with the service tech who visited my home however, they did not address my concerns that were detailed on previous replies to this complaint. I was hesitant to provide the second opinions directly to the company but can provide them to BBB if needed. They will not upload to this reply as the files are too big. Both second opinions state that the unit is low on refrigerant even after Collins Comfort Masters serviced the unit 3 times, noting they corrected the refrigerant level on their 3rd and most recent visit. I asked the company to guarantee a cap on the cost of repairs to ensure they would diagnose the problem correctly, not that the compressor be the only repair I pay for. Because of their proven failure to correct the refrigerant level and refusal to agree to a cap on the cost of repairs, I think a refund for the original invoice with an understanding that we will no longer do business is appropriate. On 8/19/2024 I received an email indicating the company would refund me in full for the original work but I have yet to receive any confirmation the refund has been issued or how it will be issued. As of sending this message I do not see a merchant credit pending or cleared on the original payment method and request to keep the case with the Better Business Bureau open until the funds have been returned.
  

• Initial Complaint

  Date:07/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Collins Comfort Masters installed my new ** that works great beggining of July. Some of the work I was charged for was not able to be done due to the spacing of my studs in the roof. I was told by the installation crew that I'd need to reach out for a refund. I called after the ** was installed 3 times and spoke with 3 different people. I was told I'd be getting a refund within 7 days. It's now been almost a month and I have not received a refund. I called them to check on the refund a week and a half ago and was told there was no refund being processed. The guy said he would reach out and call me back later in the day. Never received a call and still have not received a refund. This is an awful experience from a company I payed a ton of money to. I'll be calling my bank tomorrow to see what can be done on their end.

  

  Business Response

  Date: 08/05/2024

  Collins is committed to taking care of its customers. Management has reached out to the customer and has got them taken care of. They can also follow up with any questions at ************.

  Sincerely,

  Collins

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4/19/24 Had duct cleaning service performed (2 complete systems). This includes the air handlers. $1966. 6/4/2024, a mere 6 1/2 weeks later had annual "ops check" of both units. Technician wrote both air handlers up for being dirty (fan and indoor coil), and he took pictures. Called main number to have a manager speak to me. No response. Sent a "email" through Collins website contact menu item. No response. Somewhere in this, someone didn't perform the service I paid for as confirmed by another employee of same company.

  

  Business Response

  Date: 06/28/2024

  We have checked with our managers. ****** spoke to him Monday on the bad review and offered to clean the coils at no charge.  He declined so ****** asked what he would like us to do to settle the issue and make him happy. He told ****** to send him an email with our best offer and he would decide from there.
  
  I have instructed ****** to send the email with two options:
  
  -Clean the coil at no charge.
  -Refund $297, the cost of the coil cleaning as quoted.

  Please review the options in your email.

   

  Customer Answer

  Date: 06/29/2024

  Destiny misconstrues the actual facts. Friday afternoon I received the email detailing the offer to clean the coils in the air handlers. At no point was this offer proffered before that. I was asked "what do I want" in my telephone conversation. I did not offer any suggestion at that time as I preferred to have email documentation for whatever solution Collins proposed. I have accepted Collins offer to clean the coils via email. This is a very acceptable outcome. 

  

  Business Response

  Date: 11/18/2024

  We have taken care of the customer and the customer has said that they will close out the issue.

  Customer Answer

  Date: 11/18/2024

  Mr **** stated on my telephone call with him that Collins would refund me in accordance with the estimate that they had emailed to me (following failure to provide the service we both agreed upon). I have not received any check from Collins. The only time Collins has contacted me has been after the BBB has contacted them. In each case, they have proffered a resolution that I agreed to BUT Collins has failed in each case to uphold their end of the agreement.  Ultimately, they allegedly cleaned my two systems from end to end but then their own technician stated both air handlers were dirty. That tech provided photos detailing his assessment. Other than promising some resolution and then reneging on it, Collins has done nothing except obfuscate, deny, and waste both my time and the BBB's time. In the hope that this just evaporates.

  

  Business Response

  Date: 11/25/2024

  Collins had failed to mail out the check refund to the client. Managment was told that it had been mailed out weeks ago and assumed it was taken care of. After meeting with account, we determined that it was still outstanding and had issued a check mailed out last week for the customer.