ComplaintsforComfort Pro, LLC

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought an A/C unit airhandler abd new duct work. Install started on 10/11/2023 $18,000. It took this company 4 month and 13 visit to my residence to install. It failed inspection 3 times finally passing on 1/22/2024. The installer was let go not long after my install. This companies finance company Good leap released the funds without me giving the ok. They had to repair the violent lights that were installed improperly. Replace a fuse in the airhandler all prior to passing inspection in January. Now on April 29th I called them because the temperature of the house is not reaching the temp set on thermostat. Set at 73 it runs all day and house is 76 78 80 degrees. They have come out 6 times since 4/29 and ordered 2 parts supposedly but never installed said parts. On those last visit come to find out the the original installer that is no longer with them left two wholes in my uptake just going into attic. So they taped up the wholes and said that should do it. The tech said my uptake area should be insulated but we would have to pay them for that. That night after tech left house was at 78 through set at 73. Next night was the same. Left two messages on their web site to have a manager or owner contact me today Tuesday the 21st but no calls. Contacted the finance compaany today they will reach out. I would like a new unit installed properly. They never had a supervisor call me nor any one check the original installers work throughly. It's now 9 months and after 1 year they will start charging for repairs on their crummy work. Please help.

  

  Business response

  06/06/2024

  Dear *****,

  Thank you for bringing this to our attention. During our recent visit on May 30, we addressed and resolved all of your concerns.

  We sincerely apologize for the inconvenience and frustration this has caused you.

  As for the finance company that released the funds without your approval, we don't have the authority to change their protocol for funding.
  Please contact us once the attic insulation has been completed.

  We would be happy to return and conduct a final check on your AC unit to ensure everything is functioning perfectly.

   

  
  Thank you for your patience and understanding.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company came out in June on an American Home Shield call . I was told AHS would not do repairs so I paid for a new **. A few weeks after I started having water coming through my ceiling in 2 rooms. They sent a tech out the 1st week of August. He said I had 4 ducts runs that needed to be replaced and that he would have an estimate sent out. I called repeatedly and after about 2 months someone came out and said I needed to pay $3500 to $6500 to fix the needed duct work to stop my water drip problems. There were no water drip problems with the old system.I found that the June job did not have a *******************. After repeated calls to Comfort Pro, about the permit and water drip issues with no return calls, I complained to Pasco County. A permit was finally issued August 18. it took another month to have the inspection requested by Comfort Pro. The inspection was done October 24 and the system failed for numerous reasons. I was not contacted by Comfort Pro about resolving the inspection. I called them and was told that Management would follow up with me. It is now November 16 and I have heard nothing. I am, out almost $10000, 2 damaged ceilings, an open county permits and probably mold building up in the system. From June 28 until November 16 Comfort Pro has not been able to close out this job. I am out almost $10,000, have two damaged ceilings due to ** water leaks, have a system that leaks air and water and have an open permit so no other ** company can come and fix the problem. All I want is a system that works without damaging my house and my ceilings back the way they were. I have no interest in paying Comfort Pro more money for duct work that they found incompatible after the initial work. If I had known that the total cost for repairing the ** would have been around $16500 rather than $10000 I would have gotten other estimates.

  

  Business response

  12/07/2023

  Here at Comfort Pro, we pride ourselves on our excellent customer service, which is why we are currently working with **************** to make things right.

  We will update the BBB a soon as we have a resolution of this complaint.

   

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BEWARE!!! This compensation will steal from you, they will lie to you, they are incompetent and FRAUDULENT! I paid them $10,000 for a brand, new air conditioning unit and ductwork and they installed a faulty unit with INCOMPETENCE. It worked worse than the old unit. after a year and a half of them of me continually trying to get them to repair it and me paying them thousands and thousands of dollars more they finally gave up and said they cannot help me. They will STEAL from you and they will LIE to you. Their excuse was the system works fine that I have too many windows in the house. (13 windows in a **** square-foot house). They also gave this excuse that maybe my TV was generating too much heat. They were giving me the sort of excuses a three year old child would give. They are a complete SCAM! I would try to call them and leave messages every day and no one would ever return my calls. If you asked to speak to a manager, they will not let you speak with one. If you ask for a managers name, they will not give you a managers name. Youll be lucky to get a first name which is a BOGUS name. They will not return your calls. I went to their place of business, which is a hole in the wall and the door is locked. You cannot just enter. they promised to fix my unit and they never did. They did a complete and total new system and stole $10,000 from me not to mention the thousands I gave them afterwards fixing their own MISTAKES! Please do your research and look at the top review sites and you will see some sites. Have one bad review after another. BUYER BEWARE! Youve been WARNED.

  

  Business response

  10/15/2023

  Dear ***********************,
  Im so sorry for the confusion and frustration this has caused. As much as we rely on the information, we
  provided to you during the complete construction of your home, we found irreversible damage to your
  Air-conditioning coil because of your negligence.
  A short time after you rehired us to clean all the construction materials from your evaporator coil, we
  advised you again not to use your brand-new Air-conditioner during your remodeling process.
  Due to your negligence and unwillingness to listen, you continued to use your Air-conditioner as a result,
  the system is not working properly and you are now blaming us for your incompetence; after multiple
  attempts from our permitting department to close the permit, you requested us to extend the permit
  because you did not want the county inspector in your home at that time, which you paid for this
  extension, we suspect you did not pull permits for the electrical, plumbing, windows, doors, foundation,
  walls, etc. work being done in your home; Comfort Pro has documented pictures and videos that are time
  stamped we plan to investigate this further and take action.
  We deeply regret doing business with you, we want to bring to your attention that your complaint is
  nothing more than Slander; be advised.
  Attached to this response are some pictures documented.
  If you have any questions, please contact me at ***********************.
  Sincerely,
  *************************

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My air conditioner failed in June and my home warranty company sent Comfort Pro LLC to my location. They installed the unit, not well...gaping hole in side of house, and did the work WITHOUT a permit from Sarasota county!!!! I found this out because I contacted the country to have an inspector come and was told the ** took care of that....so they looked up my address and no such permit existed. The company is now banned from my premise until they file an "after the fact" permit and pay penalties. They also sold me their service contract for $1800.The main problem is that there is NO communication. I have called multiple times and am always told I would be called back and they never do. I have called at least 50 times and am always given the run around. I have also asked for my service contract be reimbursed IN writing and no response. I will take them to court if I do not get it back.I believe/think this company was Comfort Pro (not LLC). and changed the name because it had such a bad reputation . I am also considering contacting Choice Home Warranty for sending such a horrible company to deal with.

  Customer response

  10/12/2023

  the air condition is now inspected by the county and the case can be closed.

  thank you.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  False and misleading statements made by salesman which influenced me to buy more expensive HVAC system than I needed or wanted, as follows: 1. ******** told me I would get a rebate from ************ At the same time he advised me to purchase immediately because the price might go up. After purchasing the system, I discovered that the rebate is only available if you have an energy audit BEFORE purchase. 2. Salesman strongly advised purchasing heat pump rather than non-heat pump even though there was a difference of several thousand $ in price, because I would get a tax rebate from the ******************* making it the lesser price. When I explained that my only income is Social Security, and after I take the standard deduction I don't usually owe taxes, he said in that case I would get a check from the government. When info for 2023 became available, I discovered that the credit is for taxes only and is NONREFUNDABLE. I sent the company a letter asking that the company re-educate its sales people but have received no reply and no apology, which leads me to believe that the company will continue to mislead potential customers.

  

  Business response

  08/09/2023

  Better Business Bureau
  Serving West *******
  
  In response to the complaint ID *******************
  
  On June 5th   we installed a new **** SEER2 HEAT PUMP system at ******************************************************************************************, due to the extreme temperatures and her system not working this was considered an emergency HVAC installation for **********************; **** Energy considers energy audits up to 6 months after the fact due to emergency situations, which makes her eligible for a rebate; we recommend ********************** to contact *********** with this matter.
  Based on ********************** federal tax credit claim we found general information provided on multiple sites:
  If you make qualified energy-efficient improvements to your home after Jan 1, 2023, you *** qualify for a tax credit up to $3,200. You can claim the credit for improvements made through ****.
  We advise ********************** to contact her financial advisor to proceed with her qualified energy home improvements that *** be available until ****.
  At no time did Comfort Pro,LLC or employees give financial advice; we only provide general information made public - *******************************************************************************.
  Nor did Comfort Pro, LLC employees influence Mrs.  Fackeldey to buy a more expensive HVAC system, she was provided multiple options; it is at all times the homeownersresponsibility to do their own due diligence or seek advice from a financial professional relating to this matter.
  We apologize for any inconvenience,if you have any questions, please contact me at **********************
  
  
  Sincerely,
  **************************** 
  Comfort Pro,LLC.

  Customer response

  08/10/2023

   
  Complaint: 20390308
  
  I am rejecting this response because:  First, it is not correct that my system was not working when the new one was installed, and that it was an emergency installation.  My old HVAC system WAS working.  Comfort Pro, LLC, had repaired it on 5/23/23, putting in a new capacitor.  When the new one was installed on 6/05/23, the old one was still working.  I suppose I could lie to *********** and get the rebate, but I won't.

  Second, I am attaching printouts from the irs.gov website provided by the writer, and others I found.  Please see the places I marked that indicate the homeowner cannot carry over the credit to another year.  I believe the confusion is because there are two types of credits.  The ************************ Credit DOES allow you to carry forward the unused credit.  But the Energy Efficient Home Improvement Credit, which is the one that covers central air conditioners and heat pumps, does not.  When they say "you can claim the credit for improvements made through ****", I believe they are referring to how long the program will go on.  These documents are not well written and confusing, but I read through them several times and I think I'm right.

  Finally, I would like to point out that the writer was not present at my conversations with *******, the salesman, and so he doesn't really know whether I was given financial advice or not.  (Sorry, I forgot to print out the writer's name and I can't go back or I'm afraid I'll lose this page.)  ******* did indeed advise me to get the heat pump system.  He wrote out a whole sheet of calculations "proving" it was the better deal (I sure wish I had saved that paper!).  

  Yes, I should have done my due diligence and gotten other estimates.  I had Comfort Pro out several times to work on my old system, thought they did good work and trusted the company, so I did not.  I did try to research the tax credits online, but was only able to find information for 2022 at that time.  Since the changes were not announced until May, the information was probably not yet posted.

  I would like Comfort Pro, LLC, to acknowledge the correct information.

   

   

  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New AC installed June 25 2022. The final inspection by city inspector took place November 9 2022. July 13 call Comfort Pro. something is not right with the *** It stopped working. A tech came and checked. The circuit breaker on the front panel is " weak " he decide to by-pass it :( against code)! November 9 - AC inspection by Comfort Pro tech. All is good.December 21 it's cold and the heater system is not working . Cannot reach the 69* asked on the thermostat. Comfort pro tech, **** come December 22. cannot find anything wrong but witness that the system blows COLD air instead of warm. He decide to add more freon ( 3 times ) His measurement of the numbers shows an important deficit. December 24 **** comes back as nothing has changed and the heater do not work better than 68*He decide to replace the thermostat. Since then, the temperature inside cannot reach 68* and continues to blow cold air.Comfort pro manager is in vacations and will call me Monday January 2/ 2023 !!! In between nothing is done to fix the problem. Total cost $8,500.00 including a warranty extension, but for now we have to live with a defective system.

  

  Business response

  12/30/2022

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced.
  We will do everything we can to resolve the issue as quickly as possible.
  We passed the county inspection for an equal change out at your residence on November 9th. Upon your request on December 24th, you require Comfort Pro, LLC to install a larger heat strip in your air handler, free of charge; unfortunately, this would be considered an upgrade which has a cost. We can offer you a discount being that you are a valued customer.
  If you have any further questions or concerns, please contact us at ************** or *****************************************
  
  Sincerely,
  Comfort Pro, LLC.
  

  Customer response

  01/04/2023

   
  Complaint: 18648549
  
  I am rejecting this response because: I never asked for any upgrade. *********** the tech from Comfort Pro,after testing the system and didn't understand why it was blowing cold air instead of warm air. 1st add more Freon and then said that the  problem was caused by the 5KW instead of 7KW !! I could not find out this option by myself.

  After a  Cold week  of silence from Comfort Pro because their manager was in "vacation",****** another tech, showed up Monday Dec 2, spent 2 hours checking the whole system and found out  that a part called Meeter was causing the air to be blown cold ,instead of warm. He ordered the  new one and now we are waiting for the defective system to be fixed. 

  It took 3 tech and 4 visits within a month to find the problem!!
  
  Sincerely,
  
  *************************

  

  Business response

  01/20/2023

  This response was taken verbally by BBB:

  The issue regarding heat is based on the system size. We cannot install a larger heat strip. The issue the customer mentioned in his rebuttal is a separate issue regarding the pressures the system maintains. The part needed to repair the A/C is on back-order from the factory. We have an appointment scheduled for today to perform a temporary repair while we wait on the back-ordered part.

  Customer response

  01/28/2023

   
  Complaint: 18648549
  
  I am rejecting this response because:

  
  Last development: 
  January 20,  **** ( Master technician ) spent 3 hours, flushing the whole system, cleaning the pipes, and refilling the system with a new freon. Finely he realizes that the main cause of the problem ( not heating ) is that the air handler has been installed too close to the base and there is no sufficient flow to allow the ** to work normally.He actually left the bottom filter open cover to help temporarily the system to get a better flow.
  He also decided to order and replace the  defective TXV part that he will have very soon.
  Yesterday I called Comfort Pro to get an update as we are going into a cold weekend.
  They called me back and asked me to "secure a credit card" for $1,500 in order to repair and fix the situation.!!
  I have no intention to pay anything more than the $8,500 already spent on the brand new unit wrongly installed by Comfort pro amateurs 6 months ago. It took 4 months, 4 technicians and 6 visits to reach the conclusion that the installation was wrong.
  
  **********************;
  
  

  

  Business response

  01/31/2023

  This matter was addressed in the first complaint, Our scope of work was passed by a county inspector proving Comfort Pro LLC installed Mr. ********* AC up to county and state code requirements.
  Unfortunately Mr. *********** current application cannot be modified due to size restrictions. We offered a solution to make major adjustments to his current return box which is outside of our original signed contract, we explained this may have a cost or we can adjust the thermal expansion valve for free, on 1/30/2023  we made adjustments to his return box free of charge and help ******************* above and beyond there are no parts needed or mechanical failures; this is an airflow issue based on the size restricions from the return to  the supply, we cannot relocate this equipment nor can we modify ******************** ductwork due to builder flaw ******************** continues to post BBB complaints out of spite at this time we ask to close this matter.

   

• Initial Complaint

  07/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ComfortPro has been servicing my AC system through AHS Warranty Service for the last few years. In the Fall of 2020 they repaired the coil in my air handler under AHS. They also informed me the return and supply plenums were improperly installed and not up to code. I paid them a sizeable amount to complete this work and joined their Gold Maintenance service plan. In April of this year they were called back (under AHS) to replace the supply plenum that was damaged by a cable line tech who kicked a hole in it. On Father's day (6/18), part of the ceiling in our laundry room fell in from water leaking through the supply plenum. I called and called, and called. Finally on 6/25 a tech came and discovered the air handler had been tipped at an angle towards the supply side. He cleaned out the drain line and said he straightened it out. On 7/7 a new leak was discovered on our ceiling on the return side. On 7/11, another tech came and discovered that the air handler was now tipped towards the return plenum side. He cleared the drain line and took lots of pictures. He said he'd report the situation and have someone come and level the unit and clean the mold out of the plenums. No one ever called. The drain line backed up again a week later and my ceiling stain increased. Each time the drain line clogs, it's insulation - which means it's getting sucked into a supposedly closed system. The company has records from all the techs who serviced the problem and took photos. I called again on 7/22. No response.

  

  Business response

  08/30/2022

  Business Response /* (1000, 12, 2022/08/24) */ ***Document Attached*** Good afternoon, Please see the attached document. Thank you for taking the time to communicate with us, since we performed the repair authorized by you and your warranty company on November 6th of 2020 to April of 2022, the work that was done, was satisfactory and we did not receive any complaints. Unfortunately, the Cable technician cause all this damage to your working unit, we are not liable for those damages because as you mentioned in the complaint was caused by another company, more than made a "hole in the plenum" he completely detached the plenum lose from the unit, moving the drain pan, float switch SS3, nocking your unit out of level, and also allowing the system to pull in attic insulation causing the drain line to clogged, and finally causing the overflow; the cable tech attempted to tape it back with a non-HVAC tape and did not hold, as you see in the pictures. On Apr 5th, we repaired the plenum authorized by your warranty company, unfortunately the amount of insulation and debris that was pull in into the system caused by the Cable tech is increasing the possibility to have more clogged drain lines, which will overflow and eventually cause secondary damages. We apologize for the lack communication from our office team, we are strongly working to provide a better and faster service. Comfort Pro, LLC sympathize with you, and we are sorry you are going through this, we highly recommend contacting the Cable company and bring this situation to their attention. Thank you for your attention in this matter and if you have any questions, please let me know

• Initial Complaint

  06/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The AC system in my home has not been operation for the past 15 days. Through American Home Shield we were supposed to receive a call from Comfort Pro, LLC. They advised that they were going to be reaching out on 6/3 to have a technician come out for that same day or for 6/4. We never received the call. We called today 6/6 and we are still waiting for a call to schedule a technician. This company is unprofessional.

  

  Business response

  07/05/2022

  Business Response /* (1000, 5, 2022/06/16) */ Good afternoon The warranty company canceled the workorder. we are unable to proceed with any repairs or appoitment, unless customer pay for the service.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have already been rescheduled 3 different times and my ac has been out since Saturday. The first time I made an appointment Ricky did not show, so I understood that was in no one's control. The second time, the scheduler put me last for the day and put Ricky in a position where he could not make it in time. I thought being a member and paying monthly equates to the customer being prioritized? Or not? After finally the third reschedule I was told that Ricky could make it today Tuesday and that in fact he did only to tell me that my evaporator coil (the brand new one that the company installed) has a leak in it. Not only do I find out that I have to pay for this to be re-installed because the product failed within the last 6 months, I also get told that the scheduling person can not get this repair made until sometime late next week. I am very close in putting this on the news. Its going to be 90 degrees outside tomorrow and I have animals and a new born in my house and I still cant understand what I have been paying the company monthly for. This needs to be taken care of immediately or I will make sure that my lawyer will handle this case. The multiple service failures and the fact that I am paying to be a "prioritized customer" is in fact fraudulent because I'm not being prioritized at all. Tomorrow will make it 5 days without AC and it is still 80 degrees in my house. I cant sleep and not only am I in financial and emotional distress, the scheduling person has been uncaring of the situation. She hung up on me today and that is what service is about? I should not have to pay at all for this to be installed yet I have to because the companies product failed within the 7 months? I would love to speak to the owner of this company or the person in control and ask why as a member I am not being prioritized as I pay monthly for.

  

  Business response

  05/16/2022

  Business Response /* (1000, 8, 2022/04/25) */ Good Afternoon, the customer had a priority service after the complaint, at this moment her system is working and the customer is continuing with our membership program.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  American HomeShield has sent incompetent contractor Comfort Pro to my home for the past 4 years. Each time the contractor comes out they create more problems. When I reach out to AHS customer service to explain my situation they always want to send Comfort Pro back out and charge me an additional fee. My AC uint was 5 years old when it begin to have issues. Initially there was supposedly a cracked drain pan, then at a later visit an uneven system, then the coils were bad, then compressor replace at least 4, heater was never replace and coils burnt out cause my home to fill with smoke. This fired the ac motor which now needed to be replaced. For each occurrence I would need to pay a fee. Why, the issue was never fixed in the first place. I was given parts which were not compatible for my ac handler and to top if off I have wired taped to a box which are not grounded. Who the **** does this ... Comfort Pro does and American Homeshield allowed them to do this. Since September 2021 I have requested all records for the ac work and I have not been given anything. Not from American Homeshield or Comfort pro. AHS assigned these contractors to fix my home and I am now having to replace a ac handler and deal with mold caused by the inadequate repair. water leak 2times and I was told that Comfort Pro and AHS does not keep service records. I asked well how is this company paid - do you just send them money. How are they not showing you proof of what was done. How can you operate like this. AHS has played a significant part in the destruction of my home. Comfort Pro even cut electrical wires which disconnected the power for the first floor. The technician also slipped off the ladder and pulled himself up on the beams. I have spoken to Melissa on so many occasions, she have tried to connivence me to get a roof inspection and then purchase a new AC. My AC had a warranty of 10 years and I got used parts which were not compatible with my system and a house full of mold in the ducts

  

  Business response

  05/13/2022

  Business Response /* (1000, 8, 2022/04/11) */ ***Document Attached*** I write to you today to explain the recent customer complaint you received on our Comfort Pro LLC, account. I apologize for this situation that led the customer to question our performance, I checked the customer profile, and I found the following: October 18th, 2019: American Home Shield assigned a work order to service the unit of Ms. *******. October 22nd, 2019: upon arrival, we noticed the air handler was leaking water between the floors, we advise the homeowner to contact her Homeowners Insurance to resolve water damage and potential Mold damage, were unable to inspect the problem any further due to the damages we evaluated. October 24th, 2019: After the homeowner authorized us to open the access to the ceiling, we found the drain pan damaged causing the water to leak in between the second and first floor. October 25th, 2019: We replaced the drain pan and recommended performing a chemical bath on coils to reduce bio growth. Comfort Pro, LLC did not receive any calls or requests From Ms. ******* or American home shield for almost 1 year. September 17th, 2020: The system was not working due to a clogged drain line, we also recommended contacting the Homeowners Insurance company once again to take care of the damage in the ceiling. September 23rd, 2020: we replaced the float switch (SS2) October 29th, 2020: The drain line was clogged again. December 02nd, 2020: American Home Shield assigned a new work order to service the Heater and we were authorized to replace it the next day. Comfort Pro, LLC did not receive any calls or requests From Ms. ******* or American home shield for almost 1 year. September 02nd, 2021: American Home Shield assigned a work order to service the unit, we found a bad Blower motor and replaced it the next day. Comfort Pro, LLC did not receive any calls or requests From Ms. ******* or American home shield for 7 months until BBB informed us of the complaint CASE#: XXXXXXXX. Please keep in mind we were assigned by Ms. *******'s home warranty company to resolve an existing problem which was a system not cooling and leaking through the ceiling, causing secondary damages to her home. She was informed multiple times to resolve her pre-existing water damages with her Homeowners insurance. As you may know, we are HVAC Mechanical contractors, not a Remediation company or Her homeowners' insurance. Currently, we see no just cause in this complaint Ms. ******* needs to contact her homeowner's insurance to resolve her secondary damages that were caused before our visit. Comfort Pro, LLC. Performed its contractual obligation 100%. Attached to this letter, you will find the pictures and invoices. If you have questions regarding this case, please let me know. Sincerely, Lizeth M.

*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. ↩