ComplaintsforCollins Comfort Masters

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I will forward an e mail sent to Collins that they did not answer. They refuse to answer the phone or communicate in any way. I am sending the e mail to you.

  Business response

  10/09/2023

  Hello ****,

  We would like to work with you to get this resolved. Please call ***** our VP of HVAC services at ************ so we can get this taken care of.

  Sincerely,

  Collins Comfort Masters

  Customer response

  10/11/2023

  ***** says he wants to reach an agreement but he won't answer the phone.

  Business response

  10/18/2023

  Hello ****,

  Please call ***** our VP of HVAC services at ************ so we can get this taken care of. You can also talk with ******************* to get this matter taken care of.

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/12/23 Collins Comfort responded to my service request for a failed water softener. The service technician told us the bypass valve as well as the electronic valve body needed to be replaced. When he returned to do the work, he discovered that the controller also needed to be replaced. By this time he had already installed electronic valve body. The company refused to take back and credit me the cost of the part ($618) unless I applied it towards the cost of the new, and considerably more expensive water softener. Had the technician fully diagnosed the issue, I would definitely not have authorized the repairs (parts alone would total over $1500) . Further, I felt pressured to purchase another unit, I discovered that this brand was eligible for a 15% ****** gift card. The sales person, after fiirst confirming it, later called and said it was not eligible, but I would get 5% which was later raised to 10% , When the technician returned with the new unit, it did not even fit! He should have measured it first. In the end, he took it back and I was not charged, but I was still on the hook for the $618 electronic value body that was installed but not used. This whole stressful situation was exacerbated by incomplete diagnostic work and upselling

  Business response

  08/31/2023

  We have spoken with **************** and will be refunding $862.60. We have begun processing the refund request and will pick up the installed parts. He has already replaced the Water Softener with a new one. 

  Customer response

  09/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  10/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have known **** from ****** so I book a Maintenance / cleaning of my AC unit. I was given appointment. **** explained a tune up , cleaning of the grill is what I verified because This is extremely important that it is cleaned. ***** was scheduled to come May 2022 . I was present and immediately saw that the grill was dirty to which I immediately reported to ****. **** called the supervisor and advised me of the phone number of ****** ****** to which I left several messages and no respond at all. The invoice was paid $89 in full. At this time my AC grill is still dirty. I demand a refund of my payment .

  Business response

  01/24/2023

  Refund was offered to customer from ********************** Manager ******************* for cleaning.

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new 4-ton 16-seer A/C unit through *********** services on July 9th, 2022 whose vendor in their *******, ** store is Collins Comfort Masters for $12,708. Install was scheduled for July 19th, 2022. Installation seemed to go well, but by July 22nd we noticed our electric bill had not gone down at all since the install date. We are on SRP and have the benefit of our daily electric usage and cost as well as daily temps. We contacted Collins to let them know our bill has not gone down since the install date, they sent out one of their installers but that person did not check the unit to make sure it was installed properly or if the unit was operating properly. The gentleman took notes of our pre and post-install information concerning the daily cost or usage that had not gone down. We were told he would take it back to the office and have someone call us. We waited several days with no return call. My wife called and spoke to the install manager and he informed her we had to wait a year to compare bills. That answer was completely unacceptable and we contacted ****** for help. My wife just found out today after calling the ************* customer service line weekly since the end of July that they had been escalating our matter directly to the Collins Comfort office with no response. By the way, the Lennox team informed us we should be seeing a reduction of our electric bill of at least 30% on our very first bill. The Lennox team is escalating our call to the ****************** now. Our concern is we are not receiving a reduction in savings, we are not receiving service from this co, we were lied to by them in regards to savings, and they have not even filed the paperwork with SRP for our rebate, we were told it would take 5 weeks to receive our rebate, we have no idea what the status of that is as they will not return our calls. The contract also does not show the $708 we put down to finance $12K. I wish we had just replaced the compressor on our Trane unit

  Business response

  10/04/2022

  Hello *****, We appreciate the time you spent expressing your concerns about your most recent service. We hope you will give us another chance in the future to earn your business. If we can ever be of any help, please give us a call at ************.

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 9, 2022, A technician named ******************* from Collins Comfort Masters came to my house through the ****** referral program because the air blowing from my air conditioner was not cold. It was not an emergency visit. *** did not provide me with a written estimate before working. After I paid, *** had me sign in three places on his tablet screen. The parts that he showed me on a tablet screen before he started working do not look like the parts that he put on my air conditioner. *** the technician did not weigh the R22 tank before or after he claimed to have put any R22 in my system. He did not make any record of weighing it at all but charged me over $1124 for four pounds of R22. My total bill came to $1982.42 for two capacitors, a hard start kit, and four pounds of R22 refrigerant that I did not receive. I called the service manager ***** who conceded that there was no record of weighing it and he agreed to refund me $562.22 for two pounds of refrigerant. ***** sent out a second technician to see if my system has a leak that would require four pounds of refrigerant. The second technician did a thorough search and found no leak. My system does not have a leak and it is likely that no R22 was necessary. *** invented the charge for the four pounds of coolant and lied about the other prices that he charged me for other parts. He also lied when he told me that I would have only five days to apply the cost of this service toward the purchase of a new system, and he lied when he told me that a new system for my small house would cost $15000. My system did not need other parts that he charged me for. ******************* the technician did not process my payment check through the ****** referral program, which is causing me to lose protections that I should have received as a ****** customer.With the partial refund, I paid $1420.20 for two capacitors, a hard start kit, and two pounds of refrigerant that there is no record of being put in my system.

  Business response

  10/04/2022

  Hello ****, We appreciate the time you spent expressing your concerns about your most recent service. We hope you will give us another chance in the future to earn your business. If we can ever be of any help, please give us a call at ************.

  Customer response

  10/04/2022

  I am not satisfied with Collins Comfort Masters response. I believe that I have been the victim of predatory sales tactics and outright dishonesty and fraud. There is no evidence that R22 refrigerant was added to my system. The parts installed in my system may have been optional or redundant and do not match what I was shown. The technician did not provide me with a written estimate, and the final bill came to much more than what he first told me. According to the sales manager, this technician did not follow correct protocol, and a second technician from Collins Comfort Masters confirmed that my system is not leaking refrigerant. I would like a refund of money that I paid.

  Business response

  12/20/2022

  ******************* has reached out to *********
  ***** will be refunding the full amount from our first service appointment as courtesy for the poor experience.
  **** was very appreciative of the communication.  

  Customer response

  12/21/2022

  This response from Collins Comfort Masters makes it sound like everything is fine. Yes, I am relieved to have my money back. That doesnt change the fact that none of this ever should have happened and the first technician they sent to my house was a fraudster. I endured four months of psychological stress and unfair treatment and was only offered a refund after the BBB stepped in. Even then, the promise of a refund was forgotten for two months until I complained to the big box store that referred me to Collins Comfort Masters and the referring store spoke on my behalf. This was the worst experience I have had with a company and they do not deserve a positive rating. It was four months of awful business practice. I suffered.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  With all due respect, I am writing this letter with a complaint regarding the ** services with the (Collins Comfort Masters**-Heating-Plumbing) located in *****, **. On 8/20/22, the two technicians came out and installed a brand-new system at my resident. After the ** installed, it ran about 8 hours since then it has not been working properly. At the beginning, I was very pleased with the company (Collin ******************** Master) which is subcontract with ****** Wholesale. In my opinion, I feel comfortable doing business with Collin ******************** Master instead of different companies due to respect rating an A+ with the BBB and have been served for 37 years.However, since the Sunday (8/22), it hasnt been cooling the downstairs properly. I called office at least three times to ask someone for help and they assured me they would send someone to fix the problem from (2:00 pm6:00pm). I spoke with ***** (installation manager) around 4:15 pm, with the background knowledge of electrical I have explained the problems with system is not working are the wires from the attic to the condenser that needed to be replaced brand new in order for it runs smoothly.Now, its 9:00 p.m. on (8/22) and no one has come to see the problem yet and it is very hard for us to sit in our family room to have a family dinner without cooling due to the immense heat. The problem of ** was probably the condenser, it constantly kicked on/off. Besides that, the thermostat display with waiting for the equipment.I tried checking the problem myself and I think there is something wrong with the wiring. This is our first-time experience with the business and I am not happy with the services that I was paid almost $13,000 and am well aware of your professionalism when it comes to working. Hopefully, the problems would be fixed tonight.I hope you will take notice of my complaint and provide an affirmative response soon.P.S ****** arrived at my resident at 9:10 pm. Best,**************** and Mrs. **

  Business response

  10/04/2022

  Hello Toquyen, We appreciate the time you spent expressing your concerns about your most recent service. We hope you will give us another chance in the future to earn your business. If we can ever be of any help, please give us a call at ************.

• Initial Complaint

  08/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought an AC unit from this company which came with a ****** rebate. The company is failing to provide me with that rebate and fails to provide me with any information related to that rebate. I've called and spoken with people at the company on 8/12, 8/15, 8/17, and 8/19 and they keep saying **** or ***** will call me back with an update but nobody calls with an update. I have waited the required 10 weeks and still no rebate. This is horrible customer service and I feel like I've been scammed.

  Business response

  10/04/2022

  Hello ****, We appreciate the time you spent expressing your concerns about your most recent service. We hope you will give us another chance in the future to earn your business. If we can ever be of any help, please give us a call at ************.

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid ~$12,500 for a new HVAC system, with a whole house filter, installed on June 1, 2022. I have had nothing but issues with this HVAC system since it was installed. They have been out every 2 weeks (literally) since June 1st to "fix" the A/C system which is freezing up and stops functioning. They kept saying it was the premium filters I was using for the whole house filtration system. So I had them install the cheapest filters available, but I had the same result of the system freezing up after two weeks. A whole house filtration system should last, at minimum, 6 months and at maximum 1 year. Not 2 weeks. I have asked repeatedly asked to talk to someone in management, and not just an HVAC tech, about this issue to no avail. I have never talked to anyone, with authority, about the issues with the system. At this point I'm contemplating whether I need to contact a lawyer. I don't want to do that, but they seem to be completely non-responsive to the issue. I have come to the end of my rope with this HVAC system as I feel they have sold me a lemon and want either a new HVAC system installed or a complete refund so I can install a new HVAC system from a reliable company.

  Business response

  10/04/2022

  Hello ****, We appreciate the time you spent expressing your concerns about your most recent service. We hope you will give us another chance in the future to earn your business. If we can ever be of any help, please give us a call at ************.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I canceled my estimate from Collins comfort masters by ************* 7-22-22 again 7-25-22 again 7-26-22. On 7-22-22 9:22am when I called the office they refused to answer my questions and would not let me speak to a manager. Late in the day I found the number of the tech, called him canceled and again told him do not charge my card. He canceled the estimate and sent a new one still not everything in writing so I called him back and said no again. He called on 7-25-22 and asked for payment I said NO. Not until everything is in writing. He said he would email me so I could put things in writing. He called 7-26-22. I told him No email from him so I emailed the company and ******************* at the office the only email addresses I had saying I do not want a new air conditioner with them and NO NOT charge my card this is @12:35pm at 9:21pm he emails so I have his email address. Then on 8-2-22 I find out Collins Comfort Masters charged my credit card on 8-1-2022. I call and they refuse to reverse the charge. ******* says a manager will call me back she says its the accounting department that deals with credit card charges and wont let me speak to them and wont put me on the phone with a manager now. It has been over 2 hours and no one has called exactly like 7-22-22 when no one ever called me back. They need to immediately stop the authorization for a charge that NEVER should have been made.

  Business response

  10/04/2022

  Hello *****, We appreciate the time you spent expressing your concerns about your most recent service. We hope you will give us another chance in the future to earn your business. If we can ever be of any help, please give us a call at ************.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called Collins comfort masters and spoke with *** on July 19th to cancel my monthly service and asked to have a manager call me as I was unhappy with the quality of service received. As part of my regular maintenance service, a tech, *******, serviced my unit on 3/18/22 and left my plenum door open causing dust and dirt to enter my duct system, this also caused my utility bills to increase 30% from March to July (vs the same period last year). I know my plenum door was left open b/c my AC wasn't working right so I scheduled a tech to come out on July 19th. The tech, ******, went in the attic and showed me how the plenum door was completely unsealed and left open. When I spoke with *** on 7/19 I told her I saw a charge pending on my credit card for my monthly service and I wanted a credit and a manager to call me. She told me it would be done and it never was. I called again on 7/21 and spoke with *****, I told her a manager never contacted me and I asked her if my credit had been processed. She said it wasn't processed and that a supervisor would have to do it. I stressed that I needed to speak with a supervisor. It's now Aug 1 and despite multiple requests to speak with a manager and for a credit of $28 for my monthly charge, neither have been done. I have been patient, but enough is enough.

  Business response

  10/04/2022

  Hello ******, We appreciate the time you spent expressing your concerns about your most recent service. We hope you will give us another chance in the future to earn your business. If we can ever be of any help, please give us a call at ************.

  Customer response

  10/04/2022

  Collins comfort response to my request is completely inadequate, they wrote: "Hello ******, We appreciate the time you spent expressing your concerns about your most recent service. We hope you will give us another chance in the future to earn your business." At no point did they acknowledge or address the issues caused by the tech during my last service. Customers   Caveat emptor! This company prides itself on customer service and standing behind their work and use it justify their significantly higher prices. After 3 years when there was an issue with their service they completely ignored me and continue to do so even after filing a complaint with the BBB. 

  Business response

  12/20/2022

  ******************* has reached out to ******. Collins will be providing a complimentary duct cleaning as a resolution to the plenum door being open and causing dust and dirt to enter the duct system.

  Customer response

  12/20/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  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. ↩