At-a-glance
Overview
Products & Services
Business Details
- Location of This Business
- 800 Garmon Park Ct, Loganville, GA 30052-7146
- BBB File Opened:
- 12/11/2013
- Years in Business:
- 14
- Business Started:
- 4/3/2010
- Business Incorporated:
- 4/3/2010
- Accredited Since:
- 1/10/2014
- Licensing Information:
- This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
- Type of Entity:
- Limited Liability Company (LLC)
- Hours of Operation
Primary
- M:
- 7:00 AM - 9:00 PM
- T:
- 7:00 AM - 9:00 PM
- W:
- 7:00 AM - 9:00 PM
- Th:
- 7:00 AM - 9:00 PM
- F:
- 7:00 AM - 9:00 PM
- Sa:
- 7:00 AM - 9:00 PM
- Su:
- 7:00 AM - 9:00 PM
- Business Management
- Mr. Brian Batchelor, Owner
- Contact Information
Principal
- Mr. Brian Batchelor, Owner
Customer Contact
- Mr. Brian Batchelor, Owner
- Additional Contact Information
Email Addresses
- Primary
Customer Complaints
1 Customer Complaints
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File a ComplaintMost Recent Customer Complaint
10/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Customer Reviews
1 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Brad D
08/16/2021
![](https://m.bbb.org/prod/ProfileImages/2023/022e918a-3def-450f-b5aa-cd53dd22270c.jpg?tx=w_46)
Premier Comfort Services Response
08/19/2021
Thank you and you are correct. There are thousands of satisfied Premier Comfort customers all over metro Atlanta. We do Provide excellent experiences to our customers day in and ay out.
This is correct his father is a family friend and also one of those thousands of happy customers I mentioned before. We did give him a good deal taking into account the relationship we have with his father.
He had water leak in his attic. This is caused by the drain clogging up with dust, debris, etc... This is unfortunately a normal and unlucky problem that sometimes occurs when the HVAC is not serviced regularly per manufacture and industry recommendation.
You see this house is 2 hours out of our territory but we did the job as a favor to help save some money and because the relationship we have with his father. Also thank you for showing how well we respond to service request. This house is 2 hours out of our territory and we had a technician there the very next morning who accessed and repaired the problem. He added a very little refrigerant to the system just to get the AC charged exactly. That has nothing to do with the drain back pulling. The clogged drain lines cause that. Our technician had to call and leave a voicemail because the homeowner was on his phone the whole time the tech was there.
At this point in time the AC unit is obviously working great there has not been any problem with its operation just the clogged drain that damaged his celling. It is recommended by every equipment manufacturer that systems get serviced twice a year, spring and fall. Emergency pans are 60" long. When you have an air handler laying down the supply and return plenums connected to it the whole system is a lot longer than 60" Basically the supply and return plenums are hanging over and outside the emergency pan.
I never said my company does not do horizontal installations. I said we do lots of new construction houses and whenever we can we stand the units upright. That way the whole unit supply and return is inside of the emergency pan. We also do lots of replacements where the unit is in a horizontal application like this one.
It is true the code only states that the piece of equipment has to be covered by the emergency pan. Supply and return plenums are not equipment. Also we do not manufacture emergency pans. It sounds like what he is asking is why is there not a huge pan that covers everything. Possibly he could have one custom made and installed but I have never seen one. It would need to be roughly 13 feet long and 3 feet wide. This does not exist.
It is a great idea to have the system inspected every 6 months and his local HVAC guy should be advising him the same thing. He has stated we saved him $500 he can put that toward a service contract and that should cover him for 3 years.
We have repaired the problem and advised him to get with his local HVAC guy to start receiving service every spring and fall. We would do the annual service but like I said we did this job because of the relationship we have with his father. His house is also 2 hours out of our territory.
His local HVAC company also says the line is clear and working properly. Obviously the system is working properly because there has never been an mention otherwise. A drain line can be flushed with or without a "T". The extra pan is personal preference and a little over kill since 2 HVAC contractors have said the drain is clear. Also by now I hope he is signed up for yearly service and the drain should never be clogged up again.
This is not true and the homeowner not understanding my tech talking in technical terms. Also it could have been explained more but the homeowner was busy on the phone at the time of the service.
We do install horizontal units all the time. As I said before, anytime in our new construction homes we stand up the unit if possible. On our replacement jobs we have to replace the equipment like it is most of the time.
It is factory recommended to have your unit inspected every 6 months. You may think it would not prevent anything but thats wrong. This problem you had is exactly why you need to have you unit inspected every six months. Also if you did have it inspected every 6 months there is no need for any custom emergency pan etc...
Not one time have you said anything about the operation of the system and it not performing. This is a maintenance issue and nothing more. It does not matter about the manufacturer if the system is not taken care of from the homeowner.
We did stand behind our work. As stated before from the homeowner. We were there the very next morning 2 hours out of our territory to address his problem. The issue was a maintenance issue on a system that was 9 months old. We repaired the issue at no charge. This is technically not a warranty item. Warranty covers workman ship and equipment parts, not drains or filters etc...
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Customer Response
08/20/2021
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Premier Comfort Services Response
08/23/2021
cooling season for cleanliness. Clean as necessary." With a quick Google search you can find all the info and collateral you need to understand it is recommended to have you system serviced 2 times a year. Here is more information on page 25. "Inspect drain pan and condensate drain at the same time cooling coil is checked. Clean drain pan and condensate drain by removing any foreign matter from pan. Flush pan and drain tube with clear water. If drain tube is restricted, it can generally be cleared by high--pressure water. Cut plastic line and work outside condensate pan and away from coil to clean drain tube." I copy and pasted the quotes directly from Carrier. As I have said before it sounds like you are confused. The refrigerant has nothing to do with the drain. You are right I think we should be judged on what we did when you called and said there was a problem. We put you to the front of the line the very next morning and repaired the problem! We also did not charge you a dime on a maintenance issue on a system that has been running for nine months with no problems what so ever. On this point i would agree and i think there is no argument that we came out immediately and handled the situation. Bottom line is the homeowner wants Premier to pay for something thats not there fault. Premier installed a new system, the system has been running great for nine months, the drain got clogged and water spilled onto the sheetrock. We sent a service tech to repair the clogged drain, we did not charge a dime even though this cost the company time and money.
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Customer Response
08/25/2021
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Premier Comfort Services Response
09/01/2021
All this other custom stuff you have paid for is your personal preference. What i can tell you is this larger pan you have, and this float switch on the inside is over kill. Also it is not needed if you just have your system serviced 2 times a year which is recommended. You speak of wanting preventative, this is the preventative measure. I can assure you that all our customers know of the importance of having yearly service and we include the first year at no additional charge on all system replacements. Unfortunately in your case this was not possible as stated before with you being 2 hours out of our territory.
"This is not about the repair expense, which was not that much." Here you say its not about the repair expense. " I called Premier Comfort Services and asked the woman who answered the phone if the damage would be covered." Here it is about the repair expense, both your quotes. Again here are the facts.
You had a drain line stop up after 8 months of system operation.
We came the very next morning and repaired the problem and there has been no leaking since.
Any extra things you wanted to install is your opinion. Our opinion is those things are not necessary if you would just sign up on a yearly service plan with your local HVAC contractor. I am actually a little surprised that they did not recommend a yearly service plan instead of all this over kill.
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Customer Response
09/07/2021
1) Your technician came to the residence, assessed the situation, told me the issue was the unit was not prepared for summer conditions because it was installed in the fall. He said he had to add coolant to the unit. I asked if that would resolve the issue because i wanted to make sure this doesn't happen again. He said it would. I asked if either your company or Carrier would cover the damage. He said he was unaware there was damage. I was in the room when he took photos and he said he would have to pass this request to his boss. 30 minutes later I get a voicemail saying the line was clogged. You mentioned earlier that he had no time to tell me about the clogged line while he was here. He had time to tell me about the unit not being prepped for summer, to confirm adding coolant would resolve the issue and to take photos. But somehow he forgot to mention the only reason you say the unit leaked?
2) The manufacturers recommended once a year servicing would have taken place near the time the unit was installed. So the unit did not make it one year without an issue. You continue to say it needed servicing two times a year. The owners manual requests the unit be serviced once a year.
3) You have said multiple times you try to stand the air handler upright to avoid situations like this. Fact - you know what happened to my unit could happen when you have to lay a unit on it's side. Would it happen to a unit that stands upright? No because the entire unit is within the emergency pan so it would not leak outside the emergency pan. Does a layperson who this has never happened to have any idea that the air handler would leak outside of the emergency pan? No. I should have been advised that you try to avoid the situation that was unavoidable in my case. You say what I had done is overkill. It is no different than you saying you stand units up whenever possible. I am avoiding the unit leaking outside the emergency pan. Just like standing an air handler avoids the unit leaking outside the emergency pan.
This is not about the money. Had your company done what a reputable company would have done and stand behind their work product, I would not have any complaints. I have done exactly what the owners manual says to do. Your company would have done the work of a yearly service when the unit was installed. The unit did not make it to the next yearly inspection without failure.
![](https://m.bbb.org/prod/ProfileImages/2023/022e918a-3def-450f-b5aa-cd53dd22270c.jpg?tx=w_46)
Premier Comfort Services Response
09/08/2021
The unit has been running and continues to run without problem. The unit was performing in the winter and in the summer. You did not make a service call because the unit was not performing. You made a service call because it leaked water. The water came from a stopped up drain line outside of your house that got filled with mud. This proves the equipment is working properly.
We came out the very next morning. Repaired the problem at no charge. This is a maintenance issue. There has to be a line where warranty ends and homeowner responsibility begins. We shared this burden with you by not charging you for the visit. This proves we are a very reputable company and this is what a reputable company should do. When there is a problem fix it and we did. Even the company you had come out after said the system was good and not leaking. At this point your problem is fixed.
Now we are just dealing with your opinions. As you said before you are a layman. Then why are you telling me that we should have done this and that? We have never installed this "oversized pan" you have paid someone for nor have we ever installed a float switch inside of an airhandler. We do not believe in selling customers things they dont need!!! I think that needs repeating. We do not sell customers things they dont need!!! Yet you are leaving us a bad review and criticizing us for just that. When we did your change out you where interested in the most "economical" replacement. Now you are upset that we did not reconfigure your entire system including the duct work and all. This would have more then doubled your cost just to be able to stand up your airhandler.
Im not here to tell you how to spend your money thats not my place. Also Im not against another company making a profit off of something you wanted done. It is not a fair review plain and simple. If you want to revolutionize the HVAC industry by creating a product be my guest, but the pan you had is exactly like millions of other pans out there. With proper care and maintenance it will perform. Also why stop with an oversized pan just under the airhandler? Why not cover the entire attic space incase the roof leaks? You see you can take this as far as you like, OR just have the unit serviced every spring.
"Had your company done what a reputable company would have done and stand behind their work product, I would not have any complaints." Fact is we have. We have installed a unit that has been performing for 9 months. The drain line got clogged and we came out right away and repaired it. The drain line was not our fault yet we stood behind our work and repaired it with no charge to you. We did exactly what you are saying in the above quote. Are you now going to remove the review?
I want to thank you for allowing me to shine a light on Premier.
We installed a system for you $500 less then the competitor and it has been performing for 9 months with no problems. VALUE
You had a drain line clog up with mud outside. We came the very next morning and repaired this at no charge. CUSTOMER CARE
We do not sell product to customers that are not needed. TRUST
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Customer Response
09/08/2021
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Premier Comfort Services Response
09/10/2021
Here are some more facts for you. If there was a problem with the refrigerant level you would have been calling A LOT earlier because the system would not be working correctly. Heating or cooling. You need to understand that just because the technician corrected the subcooling to be perfect does not mean there is a problem. Subcooling has a range of plus or minus 3 degrees of a target number. Plus 3 or minus 3 is still correct. Again if there was a problem with the refrigerant level your home would not heat or cool. Which is not the case here because it has been heating and cooling for you for nine months and it continues to do so now. I hope thats clear.
The way we measure a refrigerant charge is by a method called subcooling. You can only us this method while the unit is running in AC mode and it has to be warm enough outside also. He added less then 1 ounce of refrigerant to you system.
My Technican said you where on the phone while he was there. Lets just stay on the facts here instead of he said she said.
The facts are. If there was a refrigerant problem you would have called a lot sooner and it would not be about water. It would be about the system not working. We came out repaired the clogged drain and checked the system inside and out. The problem is solved and has remained solved while you want to keep going back and forth changing the subject. So are you going to now live up to your word? You stated "Had your company done what a reputable company would have done and stand behind their work product, I would not have any complaints." You called us out on a 9 month old system. We came the very next morning first thing. We repaired your clogged drain at no charge. The system has been and still is working properly. This is what standing behind your work looks like. You should have no complaints like you said.
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Customer Response
09/13/2021
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Premier Comfort Services Response
09/14/2021
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Customer Response
09/15/2021
I would be happy to share the voicemail if you will accept this. If Austin does not say the line was clogged but says it has mud on it and also does not say that this was the issue but says "I think that was another issue". If you agree that upon hearing the voicemail and hearing Austin say these two things, you will admit that I am correct and reimburse me for what I had to pay to have my ceiling repaired, I wil email the voicemail to you. If you cannot agree to that, there is no point in me sending it.
Please address the first paragraph and then advise if you agree to the terms of the second paragraph.
![](https://m.bbb.org/prod/ProfileImages/2023/022e918a-3def-450f-b5aa-cd53dd22270c.jpg?tx=w_46)
Premier Comfort Services Response
09/16/2021
![](https://m.bbb.org/prod/ProfileImages/2023/022e918a-3def-450f-b5aa-cd53dd22270c.jpg?tx=w_46)
Customer Response
09/17/2021
Anyone reading this, please read back through the entire dialogue and you will see all the classic behavior of someone trying to cover up their mistakes. Continuous lying. Continuous side-stepping issues. Continuous defensive posturing.
Poor company. Poor workmanship. Terrible service.
I am glad my wife was raised near the location of this company and we have been able to share, through social media, all of this with her friends in the area to steer them away from a similar experience as we have had.
![](https://m.bbb.org/prod/ProfileImages/2023/022e918a-3def-450f-b5aa-cd53dd22270c.jpg?tx=w_46)
Premier Comfort Services Response
09/17/2021
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