Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Did not install properly. Refuses to fix even though it is under an 1 year warranty and its only been 5 months. **** scheduled an appointment after I asked 7 times to be scheduled and they gave me the run around. And then proceeded to tell me that my appointment will be cancelled as the date approach. They were incredibly rude to me. I spent $1600 and my UV light does not work due to them installing it improperly and the float was not installed properly

  

  Business Response

  Date: 02/27/2025

  We had the owner ***** scheduled to go out on a weekend and inspect their unit. The customer advised a competitor went out before we did and alleged our work was faulty; ***** found out all our work was undone by that competitor. We always take pictures of the before/after install work, we showed her the pictures so she would understand the condition the competitor left the unit in was not how we left it. ***** fixed the sabatage on the unit from the competitorincluding the float switch. We also signed up the customer for maintenance contract with us so we can maintain the unit.

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am writing to formally lodge a complaint against ComfortPro , a company dispatched by ******************** (***) to service my air conditioning unit at my residence in *******************, ********Last week, after my AC unit stopped working, I requested service through *** and paid the required service fee. Due to the season and the Florida heat, I understand that there may have been delays, and I waited a full week before a technician from ComfortPro arrived. Unfortunately, this visit has resulted in an even worse situation.The technician diagnosed a leak in the interior coil and then proceeded to inform me that I would need to pay him $655 for him to either write the report in a way that would ensure the damage would be covered by AHS or to perform some action on the coil that would achieve the same result. This blatant attempt at blackmail was highly concerning, and I refused his offer. I also obtained his offer in writing as evidence.Subsequently, the technician submitted a report to *** that contained details that were never discussed during his visit or included in the report he provided to me. As a result, *** has decided not to cover the repairs, leaving me responsible for over $2,000 in repair costs.I believe that this situation constitutes either blackmail, where the technician tried to coerce me into paying $655 for coverage that should have been included, or an offer to commit insurance fraud, which is a serious criminal offense. I have been a customer of *** for several years and have consistently paid my premiums and service fees, yet I am now left without a functioning AC unit during the hottest time of the year.I have attached the written offer from the technician, which clearly shows that the service would be covered for $0.00 if I agreed to pay him $655.I'd like to be contacted ASAP.Sincerely,Dr. *** ****** ************

  

  Business Response

  Date: 09/24/2024

  Dr. *** ******
  Thank you for your communication. Regarding your complaint, we would like to clarify that we take any accusations of inappropriate behavior by our technicians very seriously.
  After conducting a thorough investigation of the incident in question, we can confirm that at no time did our technician suggest or request any additional payment to submit the report to ***. The only recommendation made by our technician was to clean the system to prevent future failures, and it was clearly stated that this service would need to be covered by the customer. ********************** adheres to strict professional codes of ethics, and all our employees are trained to follow these standards during every visit to any customer's home or business. We would also like to clarify that the notes left by our technician in the system indicate that the homeowner was not present during the visit, so the estimate was sent via email and followed up with a phone call.
  We deeply regret the inconvenience you have experienced and understand your frustration, but it is unacceptable to refer to our technician or our company as engaging in blackmail. We acknowledge that this situation may have caused you distress. However, we have found no evidence to support claims of blackmail or inappropriate conduct by our technician.
  We also want to clarify the estimate you added to your BBB case. We can confidently assure you that this is what your repairs would cost, either if you paid for them directly or if AHS were to cover the charges.
  However, we will re-examine the situation to ensure that any doubts or misunderstandings are resolved in the best possible way.
  **Readers and future customers should know that **********************'s main goal is to provide exceptional HVAC solutions for homes and businesses, and this is nothing more than slander.**
  
  Please feel free to contact us for any additional questions.
  
  Sincerely,
  Comfort Pro.
  

  
  

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22155856
  
  I am rejecting this response because:

   

  Thank you for your detailed response. I would like to clarify a few points regarding my experience.

  
  When I spoke directly to your technician, he clearly stated that I would need to pay $655 for a cleaning in order for the leak repair to be covered. This seems inconsistent with the fact that the leak has already occurred, and cleaning to prevent a future issue is irrelevant in this context. I fail to understand why a cleaning service would be a prerequisite for covering the already existing damage.

  
  Additionally, are you now saying that there was no leak at the time of inspection? If so, would you be willing to put that in writing and submit it to *** on my behalf?

  
  As for your statement regarding blackmail, I am simply sharing my experience, and I have evidence to support my claims, including documentations. I will ensure that others on social media are aware of this situation and make their own informed decisions.

  
  Once again, I request a clear explanation for why the repair is conditional on an unrelated service, as this seems unreasonable.
  Thank you,
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 10/28/2024

  The warranty company requires the cleaning before repairs can be made.
  
  Per their warranty contract with ***, biological growth or secondary events caused by biological growth are not covered under warranty.

  If they are wanting this job done under warranty they need to contact *** to dispute the requirements.

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22155856
  
  I am rejecting this response because:
  
  

  The warranty company DOES NOT require cleaning before the repair. 
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 10/31/2024

  Dear *** ******,
  Thank you for reaching out regarding your concerns. We would like to clarify that your warranty company does not cover failures caused by bio growth, as they fall outside the scope of your warranty policy. Additionally, there has been no exchange of money with you regarding this matter because it was your warranty company that hired us, not you. Therefore, we recommend contacting them regarding the questions about your policy and requesting the company whom you prefer to work with.
  Our technicians strive to provide tailored recommendations for each customer to ensure that the air conditioning system operates efficiently and prevents failures. 
  We appreciate your understanding have a great day.
  

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22155856
  
  I agree that theres no exchange of money because I declined the $600 request from you.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/2/24, ********** came out due to AC not working. He stated that Freon needed to be added. He charged me $240 for 3 pounds. The ** continued not to work after he left. I called him back and he told me to call company to dispatch him back the following day. In the meantime, a *** from another ********** that I was considering for a new unit said it wasnt working due to a leak in the accumulator tank. A short time later the 2nd ********** from Comfort Pro confirmed the leak. I spent $240 for nothing and they refuse to refund me.

  

  Business Response

  Date: 07/15/2024

  We sincerely regret the inconvenience you experienced with our air conditioning repair services on July 2, 2024. We understand the frustration caused by the fact that despite the addition of Freon the problem persisted and that an 'Part leaking" subsequently identified by another air conditioning company is the true cause of your unit's malfunction.
  In order to effectively remedy this situation, we would like to make the following recommendation:
  We ask that you contact our team directly as we have repeatedly attempted to contact you via telephone to discuss your experience in detail and allow us to schedule an additional review by our technicians along with a third party, but this has not been possible as you have not answered our calls. This will allow us to assess the situation more accurately and determine the best possible solution.
  We understand your concern regarding the Freon installed in your unit and the request for a refund. However, I would like to explain that once Freon is installed in your air conditioning system, it becomes an integral part of it and we cannot safely reuse or return it,
  Freon is a refrigerant controlled by strict regulations due to its potential effects on the environment and public health. As a responsible company, we must comply with these regulations and ensure that all installation and product handling procedures are performed in accordance with applicable laws.
  So we hope you understand why it is not possible to make such a return, we understand that this can be frustrating, but we assure you that our primary goal is always to provide you with a safe and efficient service.
  We cordially ask that you please contact us directly at ************** or by email at *************************************** so that we can address this matter immediately. We appreciate your patience and look forward to rectifying this situation as soon as possible.

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21973706
  
  I am rejecting this response because:
  It is an outright lie that the company has unsuccessfully tried to reach me. I was the one who called multiple times, speaking with representatives ***** and ****. The only time they called me was to return my call. I also asked to speak with management each time, only to be told that a manager was not available. The first ********** should have seen that there was a leak in the accumulator tank before needlessly adding Freon. Their second ********** saw it immediately. All the first ********** did was spend time trying to sell me a new unit, which I did not choose to do due to his inability to diagnose or fix the initial problem. They attempted absolutely  no resolution.
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:09/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:08/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 10/12/2023

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

  thank you.

• Initial Complaint

  Date:07/31/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:07/27/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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