ComplaintsforCollins Comfort Masters

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Found the vendor through ******* and thought that it must be reputable since ****** was backing them. I purchased the unit 06.20.2022. No problems with the sale, install (on 07.01.2022) etc. About a week later (Monday evening 07.11.2022 about 5 p.m.) the system shut down due to the condensation line getting clogged. It was approximately 115 degrees that day. Called customer service, said someone will get back to me. Technician show up and unclogged the line. That following Sunday, (07.24.2022) .the same thing happened. The system was down and **** came out and again flushed the line but stated that the connector from the unit to the existing condensation line will need to be replaced. They stated that they needed to order a part but do runs to ****** daily and the part will be installed Tuesday 07.26.2022. I called customer service on Monday 07.25.2022 at approximately 4:15 p.m. and they told me they would be out between 8 a.m. - 10 a.m.. On Tuesday 07.26.2022 at 9:14 a.m. I called to verify that they were still scheduled to come out. The women on the phone stated they do not have me scheduled the part never came in. I asked to speak with a supervisor, stated he was in a meeting and would call me back by 10:30 a.m., no call ever received. I called **************** again at 04:30 p.m. to see what time I was scheduled for Wednesday 07.27.2022. Stated that he needed to check as I was not on the schedule. He promised he would call back with resolution within the hour, as well as the parts person would call me back.It is Wednesday 07.27.2022 and I have not heard back from anyone - a ******** **************** Rep ************ is day 3 that the unit is out and I still do not know when it is going to be fixed.

  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

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Here is online appointment for service on July 9th. Appointment is for 2 weeks later, the 23rd. About 1:30pm on 23rd, ******* left voicemail on my phone saying no plumbing on weekends, call back Monday to schedule work. I called office and got an apology and plumber be here around 4pm. About 3:30pm, ******* again gave voicemail ************ still finishing ** in ********, but be here about 6pm Saturday the 23rd. 8:30pm came, no call, no show. I sent them the print out of confirmation of my original online appointment. See attached. I called them today, 25th at 8:30am and they started to schedule me for Friday 29th. I said unacceptable. Now tomorrow at 8 to 10am. I requested a manager to call me back with how this mess happened.

  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

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I (********************************) saw an opportunity to use a company (Collins Comfort Masters) while shopping at Cosco. A representative for Collins was there to schedule an appointment for an AC/Furnace replacement estimate. The salesman came to my house and provided the same. I decided to go with this company because he (*****, sales rep) agreed to give a letter detailing the condition of the existing AC/Furnance and why it should be replaced along with a detailed itemized receipt for my 13k plus purchase. After the AC/Furnace was installed they (*************************) provided a letter but did not describe the failure. They also have never offered a detailed itemized receipt. I have been calling and leaving messages with support personnel since April. A manager has not returned any of my calls or addressed my concerns or needs. To get reimbursement from my Home Warranty, I need a letter to explain the current AC failure and a detailed/itemized receipt. The company (Collins Comfort Masters) promised to help me with this or I would have never agreed to go with this company. I have a receipt, attached, but it is not itemized and detailed. I have no idea why I was charged so much is the bottom line and my Home Warranty needs to know what they should reimburse me.

  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

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Collins Comfort Masters installed an AC unit in our home May of 2020. Since that time we have had to have it services 3 times twice due to lack of cooling once due to lack of heating. We have been informed that the unit they installed was not a 2020 model but in fact an older model.For the service they provided today "defrost evap coil" we were charged $266.80.Per initial contract - labor was to be covered for 2 years - it is just over the 2 year **** however all parts are warrantied for 10 years. The claim is that these parts are not defective. I am reporting this as due to the fact that in 2 years a brand new unit has had to be serviced 3 times there is an issue and the unit should be replaced or refurbished at no charge to us. Thank you for our time and attention.Respectfully, *******************

  Business response

  10/04/2022

  Hello ****, We appreciated 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.

• Initial Complaint

  01/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been in communication General Manager, *************************** of Collins Comfort Masters (see email attached) who in writing agreed to issue a refund and reimburse for services that their company failed to complete at installation. **** has recently become unresponsive - this is after multiple emails and phone conversations waiting to received the check he was supposed to research status of check and contact me which he has not. *************************** <*******************************************************>Nov 10, 2021, 4:49 PM to me *****: Thank you for your patience. We will be refunding you the both the service fee and the $168 **** you paid to ****** Air. Regarding the condensate drain, that was run to industry standard. All residential drain lines on rooftop in Maricopa County units are run using PVC, and there is no need to replace it again. I will be processing your refund tomorrow. It usually takes **** business days to get all the paperwork handled and check cut to you. Thank you, *************************** General Manager Collins Comfort Masters ************

  Business response

  02/04/2022

  Dear ******************: We apologize for the delay in getting your refund check to you. I spoke with *************************** directly, and he will be delivering a check for $187.95 on Monday afternoon, February 7, 2022. ********************** will be in touch with you to coordinate a time.
  
  Regards,

  ***********************

• Initial Complaint

  12/20/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Had regular service on 10/30/2021 for my water softener which was bought in 9/2018...tech tried to upsell me and never provided any proof...paid 185 for service(never emptied the water heater as prior tech's did..said it cost more)...realized a little over a month later that water tasted like chlorine and app not working now...had a service tech come on 12/16..appears the prior person pushed the bypass and that is why the water softener wasn't working(hard water and chlorine too)...tech went to push the bypass and it broke and was charged another ******. I should have not been charged this amount as it was due to the prior tech...i asked the new tech who also tried to say i had all these issue's(never had this before until this company bought out the other company. I don't feel i should have to pay for the ****** when the tech caused the problem in the first place

  Business response

  12/30/2021

  Dear BBB:

  We have reached out to this customer, and have refunded her the amount that was requested. We also performed a service call on 12/28/21, at which time we installed a new bypass. If you require any additional information, please let us know.

   

  Regards,

  ***********************

  Customer Relations Manager

  **********************

  **********************************************************

  Customer response

  12/30/2021

  
  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,
  
  ***********************
  
   
  

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