ComplaintsforComfort Energy, Inc.

• Initial Complaint

  09/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Comfort Energy in November 2020 to purchase and install an air conditioning unit in my house. The install was finished and paid December 14, 2020. It has not worked since. They have come to my house at least 4 times to fix it in the last 4 months. Our last written conversation was that they would replace the unit by September 13 or 14. I emailed again on the 17th and got no reply yet. I spent thousands of dollars for the system and spent very uncomfortable hot days all summer because they simply cannot or will not repair the brand new system I bought from them.

  Business response

  10/29/2021

  Business Response /* (1000, 8, 2021/10/08) */ Comfort Energy Inc entered into a contract with the customer as mentioned during November 2020. The installation did initially appear to be typical in regards to the process but due to the work being completed in early December and not during a warmer Summer month, the fact that the system was not working as well as it should have, was only realized during early July 2021 when customer called us out for service. Our technicians were indeed called out on a number of occasions to attend to a no cooling call at the residence, and failed to find as early as hoped the root cause of the problem. It was as a matter of fact caused by a factory fault in the evaporator coil. During one of the subsequent visits to the residence another of our technicians found the problem, repaired the problem and after a time of approximately 2-3 weeks the system was still working correctly, after confirming with customer. Our goal is always to get things done correctly from the start, but should we fail to do so Comfort Energy Inc will not give up until we have a satisfied customer. We have *************** the labor warranty and maintenance contract with customer and will continue to make sure the system continues to work as per factory spec. We consider the issue resolved. Consumer Response /* (3000, 11, 2021/10/08) */ This issue has been resolved by the business to my satisfaction. I appreciate BBB for helping push the solution. Business Response /* (4000, 13, 2021/10/14) */ Our goal at Comfort Energy Inc is always to get things done correctly from the start, but should we fail to do so We will not give up until we have a satisfied customer. We have updated/renewed the labor warranty and maintenance contract on this system with customer and will continue to make sure the system operates as per factory specifications. This customer has commented that he is pleased with the current system and that "This issue has been resolved by the business to my satisfaction" We consider the issue resolved.

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