ComplaintsforComfort Service Cooling & Heating

• Initial Complaint

  01/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I feel we were forced to pay for an error by a Comfort Service technician. My wife and I are Comfort Service annual service contract-holders and, recently, we received the orange postcard reminding us it was time to schedule the routine maintenance of our home AC/heating system. Though our AC system was working perfectly well, I called and made an appointment for Friday, Dec. 9. The serviceman who showed up was David. David soon told us something to the effect that a part was running poorly and needed to be replaced (an ACR-070 capacitor, see attachment). As non-technical folks, we accepted that recommendation, costing us $60 (in addition to the renewal of our annual contract, $160). An hour or so after David left, we noticed that the house was getting colder and colder. I looked at the thermostat (which was set to turn on the AC when the house got up to 75 degrees), and saw, though the temperature registered 73 degrees, the AC was still running. I tried to turn off the AC at the thermostat, but both the outside AC unit and the inside blower continued to run. We called Comfort Service to get the problem corrected, and another technician, Alex, showed and checked the system. He told us a part was burnt out (a CRT-1005, see attachment) which turns the AC on and off, and we would need to pay another $105. Our AC system was operating perfectly fine before David's visit, and within minutes after he completed the servicing of our system a part supposedly burns out? Clearly something David did during the servicing, accidentally no doubt, caused the part to malfunction. And it's unfair for us to have to be made to pay for a second part due to improper servicing of a system that had been working just fine. We contacted Blain A****** of Comfort Service a month ago and got absolutely no response. Thank you. BBB Rep, for your time and attention to this matter.

  Business response

  01/24/2023

  Good Morning,

  I emailed a response back on 1/11/2023 to *******************

  We received your email on complaint case # *********
  Our Vice President spoke to Mr. ***** and they have come to a resolution. Mr. ***** was issued a complete refund.
  
  Please let me know if you need any more information.
  

  Sincerely,
  Christine R*****
  *****************************

  Customer response

  02/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

*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. ↩