ComplaintsforHome Comfort USA Heating & Cooling

• Initial Complaint

  07/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 6/24/2024 (Mon), HomeComfort USA came to our home, ran a diagnostic on our HVAC which was leaking and advised that it would be very expensive to make the repairs to a 12-year-old HVAC with algae/mold issues so we agreed to purchase a same size Lennox HVAC system called the Gold Package. *********************** sold us the Gold Package at $25,488 which included an ecobee smart thermostat and one smart sensor. The installation was completed on 6/25/2024 (Tue) but the installer was not provided the smart sensor we paid for so he said he would check with the office on coming back to provide that. The attached screenshot is my husband hearing from ***** that we should have received the smart sensor (not the wired one in the picture) at the time of installation. We have contacted HomeComfort on numerous occasions to ask for the smart sensor but to also notify them that we had to cancel the unit inspection as they filled out the permit with incorrect home owner information. They mistakenly listed the previous owners name although all the paperwork was signed with our names. We have not heard back from the company or the representative, *****, since then - its over a month now with no response to the permit or the missing product piece. They will not return any calls although we cannot get the permit approved. They must provide the correct paperwork for the inspection and permit approval, and not providing the smart sensor we paid for is a bait and switch. This is the most unresponsive HVAC organization we have ever worked with and hope they will not treat other customers this way. Is it possible to please help us get the product we paid for and please get the company to provide the corrected permit that we need, we dont know how to get them to respond. ************************* phone number is ************** and his email address is **************************************** Thank you.

  

  Business response

  08/06/2024

  Dear *****,

  First and foremost, we want to extend our sincerest apologies for the inconvenience you have experienced. It is always our goal at Home Comfort USA to provide exceptional service and support, and it is clear that we have fallen short in your case.
  We understand the frustration of not receiving the smart sensor that was included in your Gold Package purchase, as well as the issues with the permit due to incorrect homeowner information on the submitted paperwork. Please rest assured that we take your concerns very seriously and are committed to resolving these matters to your satisfaction.

  Once we fully recognized our mistake, we dispatched a technician to install your smart sensor on July 30. We understand the importance of having a fully functional HVAC system, especially one that you have invested in with the expectation of top-quality performance and convenience.

  Regarding the permit, we are taking steps to correct the homeowner information and will expedite the process to ensure that your unit inspection can be scheduled without further delay. As you might know, our team has reached out to receive a copy of the correct deed so we can complete the permitting process. We recognize the critical nature of this documentation and apologize for any oversight on our part.

  Your satisfaction is paramount, and we are committed to ensuring that your experience with Home Comfort USA reflects the high standards we strive to uphold. Thank you for bringing these issues to our attention.

  Warm regards,

  The Home Comfort USA Team

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid for a pre-paid service plan with Home Comfort USA for $542.86 dollars on maintenance on our homes heating and air systems, a 3-visit plan. They came twice within the last year, then on the last pre-paid visit have not shown up twice on appointments I have made on different Mondays. So, I asked to be refunded $200 for their lack of completing their commitment on 04-08-24, through their representative ********, and I was told it would take 5 days to complete. To this date, 04-22-24 I have not been refunded what I have already paid $200 on service visits they don't show up on. I called their company today again, 04-22-24, and spoke to ******, who initially disconnected the phone line with me when I requested a refund, and when I asked for a manager, he told me there wasn't one available. He told me he would re-submit for my $200 refund and that it would take a minimum of 2 weeks. I do not believe this company is asking in good faith and honoring their service commitments that customers pay for.

  

  Business response

  05/02/2024

  First i want to apologize for the delay in any service.  We will be addressing and improving process.  Your refund has been expedited and processed.  Please call me if you need anything ************.  Our customers are the priority and i would like to make it up to you.

  Customer response

  05/10/2024

  
  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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