ComplaintsforComfort Master HVAC, Llc

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company works through American Homeshield, on July 25 they charged me $360 to repair the motherboard. Today is August 28th and I reached out to them on the August 25th with no response or call back. I call them today and she said I will need to a pay service fee of $75 and repair cost cause it it now past 30 days. This company has been to my home several times for repairs and the parts they install continue to fail. I AM NO LONGER USING AHS. I belive the parts are faulty so we can continue paying AHS service call fees and then they deny to pay. We then have to pay the company out of pocket for repairs and the issue is still not resolved.

  Business response

  09/08/2023

  so, this customer has a home warranty company which contracted us out to this job. The customer had water damage to the system which their home warranty denied there claim due to this, so we got the control board and installed and all working fine at last time of service, The customer called us, and we advised that the home warranty only warranty the call for 30 days, and she would need another work order, at which she hung up on my office staff and was rude. so, we followed the company that Contracted us out their protocol. she will need another work order, or she can pay us to move forward but she never requested that and hung up. that was the last correspondence. she wanted us to do work for free and were not in the business to work for free. She was upset we advised that we had a service fee and could come out and look and see what the issue was. But she declined and hung up. and last I heard she was no longer with the home warranty company.

  the system is very under maintained, and the issue was caused by water damage from not being maintained properly. I'm enclosing pictures of the unit with old parts and new parts.

  Customer response

  09/08/2023

   
  Complaint: 20532631
  
  I am rejecting this response because: the business did not replace the control board, they replaced a fuse on the board. I have documentation from All weather heating and air that the control board had signs of errosion and other things that take years to accumulate, also pictures of the only "New" part being a 15 cent fuse. It was not past 30 when I contacted the company and I did hang up on August 24th because I refuse to pay a scamming company (Comfort Masters HVAC and American Homeshield) another dime of my money. 
  
  Sincerely,
  
  *********************

  Business response

  09/18/2023

  so in response to the above. we went ************* her home warranty company she  was denied, and is now disgruntle with us, but the pictures show that she doesn't do proper maintenance cause if she would there would be no water damage, that happens  over time not once here and there. she signed up with the home warranty company and i'm assuming didn't read her contract. the manufacturer requires maintenance and also the home warranty company on most contracts. So we did what we was supposed to do according to her policy, we don't know all policies with them and submit what we see. on behalf of the customer and the warranty company. so if she's not happy with what her home warranty company determined then she had an option to get a second opinion or find her own company to do the repairs. we should not be blamed for her coverage and policy discrepancy. im including pictures to support our claim that this is not in any way something we can be blamed for as we did fixed what was wrong.

  also we installed the new control board which she is saying we did not change, a lie this was completed on 7/24/2023 she is stating we changed out a fuse. also this was a second opinion from another company which the customer told my office that she wanted a second opinion and the diagnosis was the same that the control board was damaged from water damage. so us being the second opinion through the home warranty found the same diagnosis. the contract was denied and the customer agreed to replace the part . we did on 7/24/2023. which after delay from customer on deciding what she wanted to do, she was was past her 30 day warranty period which the home warranty company gives her. 

  so again we did everything according to the contract she signed and home warranty policies she is and is no longer apart of, which is why she got mad at us, cause she no longer has the home warranty company and wanted us to do work for free. we are not in the business to work for free. 

  so to sum this up, the board which there are pictures of with the old control board and new installed control board installed. showing we did what was needed, if the part is faulty, we don't make them we just install what the manufacturer supplies us with as they are the ones to make parts and equipment. she called us outside of her 30 day warranty policy in her contract. and also she no longer has the home warranty so the reason we advised there was a service fee. cause there could be another issue, and we have to pay technicians to go out and diagnose. 

  Customer response

  09/19/2023

   
  Complaint: 20532631
  
  I am rejecting this response because: this response is a long ramble that is contradictory from beginning to end. I was charged $360 for a part that I did not receive by Comfort Masters LLC, regardless of who sent you. I asked you to take responsibility for your work, I never asked for anything free. A new control board doesn't fault out in less than 30 days and looks 15 years old. You and AHS are scamming people and I will not stand by. Thanks to a reputable company, my control board has been properly replaced. 
  
  Sincerely,
  
  *********************

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