ComplaintsforComfort Experts USA, Inc.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date Completely full and new AC unit replaced was 6/15/2023 Amount paid for unit $10,200 Completely full new ac unit put in. Account ******* 8/19/2023 Ac unit broke it was not cooling off the house. We called them on 8/15/23 and a technician was sent out and discovered that the inside vapor coil was not working. We were told the part is ordered and should be in by 8/25/23. We have expressed to them all week we have 3 people in our home with High Blood Pressure and a child with Type 1 diabetes and it need to be done by the weekend. My husband called Thursday afternoon and was told Angie would call him back and she never did. My husband called again at 430pm and was informed by Shannon the part was not put on the truck and will not be here when they said it would be and MIGHT be in by Monday 8/28. Everyone at this company is rude and not willing to see this an important issue. This company refused to have this part overnighted. So as of 8/24/23 we have another 5 days of this. This company did drop off 2 portable units and they are barely keeping the 2 separate room under 82'. This heat is a health concern for 4 people and 2 animals in this home. Now we can barely get anyone on the phone let alone any honest answers. This unit AC unit made it 2 months and with $10000 dollars owed on it.

  Business response

  08/28/2023

  Comfort Experts installed a new HVAC system for Mr & Mrs ****** on 6/15/23. Regrettably this system stopped cooling on 8/19/23, which was a Saturday. Mr ****** called and was connected to our answering service and our on-call technician was at their home within an hour. The technician discovered the evaporator coil had a major leak. The problem was a manufacturing defect and not something Comfort Experts had control over, as we do not manufacture HVAC equipment. Unfortunately, the local distributor is not open weekends. Monday morning 8/21/23 our office ordered the new coil. We were informed the part was not in stock and would hopefully be in Friday 8/25/23, but not guaranteed it would be that date. The ******* were called and relayed this information Monday morning. Obviously, no HVAC contractor wants a client that just spent a large sum of money on a brand new air conditioner to be without their ac. The best option was to provide the ******* with 2 portable air conditioners. There was plenty of communication between Comfort Experts and Mr ****** in the days following the initial diagnosis. Mr ****** called several times a day and we reached out to him each day after we spoke to the distributor checking on that day’s deliveries. The manufacturers and distributors do not offer overnight delivery for these large components. On Friday afternoon 8/25/23 our office contacted the distributor again and was informed the ******’s coil had indeed arrived on that day’s truck. We immediately had one of our technicians pick up the coil and head straight to their home and complete the repair. While we do apologize for the fact that the ******’s had to be without their central air conditioning for any length of time, the fact is we gave them an estimated date of 8/25 and the job was completed on that date, of course at no charge to the customer. We do not feel that anyone at our office was ever rude to Mr ****** and Mrs ****** never called our office directly. 

  Customer response

  08/28/2023

    Yes, two portable units were provided which barely cooled two rooms down to 80' .  We were told that they would ship the part over night because it doesn't work out well, not that the manufactures wouldn't do it. On Thursday 8/24 we were waiting for a call back and come 4:30pm we didn't receive a call so he called back they didn't return the call and that's when we got a hold of Shannon whom was the only civil office staff we spoke with. We were told on Thursday the part wasn't on the truck and then after we filed our complaint it showed up on a truck come Friday 8/25. The job was don't with no cost due to a warranty. Six days with out AC is unbearable. Some information in their response is incorrect and even the Tech couldn't believe that this unit failed as soon as it did. I will accept this response due to the fact the last technicians were VERY professional unlike some of the office staff. 

  Business response

  08/28/2023

  Just wanted to add we did not receive this complaint until this morning, so it had nothing to do with our response time. The part arrived at the distributor on Friday 8/25 and we rescheduled our maintenance clients to get the ******'s repair completed as soon as we possible could. 

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