ComplaintsforBalanced Comfort

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Balanced Comfort installed a new AC unit in my home. The installation was poorly done an damage was caused to the interior of my home. I reached out to the company regarding the issues and asked if they could just fix the damaged that was cause during the installation. Their lack of communication with customers and even their own employees is subpar. They sent out a manager on 6/28/24 to correct the issues and was the worst of all the employees they sent out. I just wanted a peaceful resolution without involving third parties, however this seems like it won't happen.

  

  Business response

  07/22/2024

  Hi ******,
  
  This customer's concern has been resolved.  He stated at our last appointment he would contact BBB to clear this up.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a A/C Unit from this company and they dont want to come out and work on the problem that I am having on it. Its about a 2 hr or more from their company to my house and I dont think they want to come out here to do anything. *** called a lot to have this taking care of but they are responding back to me to solve whats wrong. They sold me another unit before this one that broke on us last year in August 2022 which they did replace it with this one but still having problems with the new one. Also too they charged us an extra $5,000 to replace the broken unit which I felt that they shouldnt had charged us that extra amount and just changed it out with out charging extra. They have came out twice this year to correct the problem but its still not working right like it should. I have reach out to them to get this corrected but no respond and until now I still been calling them and what they tell me that they will send the message to their supervisor every time I call and still no respond. And also too when I call them I notice that they blocked my number so what I have to do to get through is to blocked my number and then call which I do get through but this is the only way I get to talk to someone. This problem has been going on since I purchased it. Also too when they had to replace the broken until it too them almost a week to replace the broken one which then the temperature was over 105 degrees which we had to live with it like that which made all 4 of us that is living here sick. We also had to go out and buy a lot of fans which cost over $300 because we have a two story house and it got really hot in here the days we didnt have any a/c unit.So this is why I would like for them to take the unit back and refund me all the money I already paid to them because I know they dont what to drive out here because its too far.Also I am having a hard time to get any work order from them too.

  

  Business response

  10/12/2023

  In March of 2023 we agreed to install a new HVAC system for ********************  Not long after installing that system, we ran into some issues with the system that we installed and offered to replace it with the same type of system at no cost.  They did not want to replace it with the same type of system and we offered to upgrade it to a better HVAC system for the difference in cost.  This was a completely new installation which was performed on August 2022.  After the new system was installed *** would call with concerns that the new system was not cooling the same way as the old system, and areas of the home were not cooling properly.  It was only after further inspection did we find that ******************* had a room upstairs in her home, which we had not been granted access to previously, where she or her son was growing marijuana.  Due to all of the excess heat produced in this room, there is no way for an HVAC system to keep up unless specially designed and installed for that application.  We have made every effort to satisfy *********************** concerns and have made a total of 9 trips to her home after the 2nd HVAC system was installed.  We have verified that the equipment is running to manufacturers specifications.  We have received and made a total of 97 phone calls from ******************* since installing her HVAC system in March of 2022.  The record of our phone calls is attached.  After receiving this complaint on 10/10/23 I contacted *******************, ***'s husband and offered to have a technician go out again to address ***'s concern of low airflow upstairs.  They are also now stating, that the new thermostat which was installed on 9/18/23 to help address their concerns, is also not working.  He Agreed to have us go out on Thursday 10/12/23 but after speaking with ***, he responded that they are only interested in getting a refund.  We offered to pay another company to go out and check the system but they declined that as well stating they only want a refund.  It is our opinion that the system is operating correctly but is not being used properly and we are willing to go back and check the system again and replace the new thermostat they claim is faulty.

  Customer response

  10/16/2023

   I am rejecting this response because:  I want them to pick up the unit and I dont not want to do anymore business with them because in the future I know they wont come back and work on any repairs needed because look how long it is taking them to finally come out and do anything. I have been making a lot of calls because the system is not working probably and when I call the person that answers which is different ones just say that they will give it to their supervisor or if I ask to speak with ******* they always say they are going to give them the message which I never get no respond from no one from they never call back. There is a lot to say what Ive been through with this Company and never got any respond from them. My husband even called ******* and left a message for him to call he back and he never responded back which was in the month of September. Until now ******* never called him back and we are in October. There is so much to say what I have been going through. This is why I do not want to do any more business with them and just want them to pick up this unit. Also to they already blocked my number and I now because my call doesnt go through. And what he said we were growing we werent there was nothing in that room. And we feel its none of their business and this shouldnt be the problem what is happening to the system like he was saying that this is the cause which is nothing to do with it.
  
  And for picking another system to replace the broken one they didnt give us no other options for other ones that we could replace it with they just told us that the will replace it with the one we have now and that it will cost an extra $5,000 so really they didnt give us too much options and sine it was over 105 degrees during that time we didnt have no choice because it was too hot for our family to go without air condition. I still say until now that it wasnt right and it wasnt our fault that the ******************* unit stopped working on us. I felt that he should had just change out the unit just like that and not had charged us that extra $5,000 pay for it would he had left us with no air condition because we could only get a loan for $14,000. It took them almost a week to change it out.

   Also too we never got any invoice or work order what has been done I had to ask for it and the only thing I got so far is the invoices which dont explain that much what has been done and which took a long time to get. And I just recent ask for the work order showing they changed out the thermostat and why they did it because it will run for over an hour and made our electric bill go so high because it wasnt working right and this been going on since last year during the winter time too. There is so much with this issue it is too long to write everything what Ive been going through. So I only want them to do is pick this unit up and refund us for the whole amount that we paid for it including what we still owe for the loan to clear it out and refund us what we paid in cash too. There is more to be said besides what I wrote here. And I know they dont what to come out here anymore because it is too far that is another reason why I want them to just pick it up and refund me so that dont have to worry about coming out this far on working whenever we call for repairs in the future and avoiding my calls every time I call. And yes this is true.

  
  

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