ComplaintsforPremier Comfort Services

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 2022, I paid $6,064.00 Premier Comfort Services (*************************), to take out my whole house Air Conditioner and Healing System and replace it with what was supposed to be a Brand-New Air Conditioner and Heating Unit. My old Unit was very loud downstairs, and I was told by their Sales Agent ******, this would fix the problem due to my unit was old. I agreed to allow (Premier Comfort Services) (*************************) to come in and replace the whole unit, In the beginning the men put in the wrong unit, they had to go pick up another unit. I should have stop then! My complaint is the fact I have had to call these people on several occasions, from the first few weeks of it being in, once it sounds like the unit outside was about to blow up and the repair man said it wasn't getting enough air from outside because of an open fence around the unit! Call back, he found out the blade wasn't s**** down barely holding on and what it was sitting on was off and he place a piece of wood under it to level it off. Now for the third or fourth time the unit is flooding my home and they have sent this same worker out here. I sent an email to a (*********************) who was sending me bills for a warranty that they're not covering either way. This ***** wrote: The tech said the issue of system overflowing is due that the drain is running into my bathroom drain which is running horizonal. Besides a few other outrages made up stuff. I never had any issues with water backing ** in my house until Premier Comfort ************* (Brain Batcher) came in and took out my old system and put in what I would say is a BAD SYSTEM>He never even took the time to look at anything so how would he know something was clog. They whether believe their worker then to listen to the customer and expect me to clean up their mess. All I get is an email that she *********************) would contact me to set up another appointment with another tech. This was back to October 25, 2023 and I am still waiting on a call.

  

  Business response

  11/16/2023

  I will provide the time and dates we have been here to this house along with what we found.

  2/15/2022:  Installed Furnace only.  We suggested installing full system but customer wanted furnace only.

  2/18/2022:  Customer decided to go ahead and install rest of the **** system which is the condenser, coil, and new thermostat.

  5/31/2022:  Went out because of a no cool call.  Customer had a clogged drain causing system to not run.  Repaired and system working properly.  Clogged drains are not a warranty item but we repaired and we did not charge her.

  8/2/2022:  Went out because customer complained of outdoor unit making noise.  Customer had installed a new fence around condenser unit.  Fence was installed to close to unit causing grass and debris to build up on outdoor coil.  This is a solid white plastic fence and not air can move.  Per factory spec all condensers should be installed a minimum of 12" from any walls or solid structures.  We cleaned coils, moved old tires and debris.  Checked system for proper operation.  This also is not a warranty item but we did not charge because she is part of our Comfort Club program.

  9/13/2022:  Comfort Club performed

  3/31/2023:  Comfort Club performed and customer signed back up and paid.

  10/7/2023:  service call was made for water leaking again.  The **** drain line is running from the mechanical room through a wall and into a bathroom cabinet under a sink.  The drain turns down and from there goes into the slab of the house.  There is no way for us to see or clean that part.  Our tech advised she may want a plumber to look at drain in slab and fix it.  Again clogged drains are not a warranty item but we did not charge her.  Also by this time she would be out of her original labor warranty of one year from system install.  which was on 2/18/2022.

  11/13/2023:  Customer received an alert on her thermostat saying there may be a problem with your system causing your thermostat to reboot.  If your **** system uses an air filter try replacing it.  If the problem persist you may want to contact ecobee support.  This alert says contact ecobee support.  We can troubleshoot thermostats but we are not the manufacture of the thermostat.  Service went out checked system, cleaned drain, performed comfort club again, checked refrigerant level.  System working properly. 

  8 dates provided

  2 of the dates we installed equipment

  2 of the dates where us performing the comfort club she had purchased

  4 dates where us repairing issues that had nothing to do with the air condition system.  Everytime we have gone to the house the system is working properly.  Our drain is connected to another drain that we did not install or provide.  Unfortunately if there is a problem with that drain it negatively effects our **** system.  

   

  Customer response

  11/19/2023

   
  Complaint: 20803288
  
  I am rejecting this response because: The Owner or Manager ***** of Premier Comfort and Cooling that I wrote my $6000.00 plus check too for a complete Furnace and Air-condition Unit. Has not tried one time to fix the issues with as many calls I have made for help. Every time there has been one excuse after the trying to make what is in place at fault. There was no issues with draining with my old unit, Never! On November 15/16 He (*****),instead called me to try and manipulate and bullied me into pulling this complaint. I will stand on this complaint and again asking for a Full refund of my monies and a whole new Complete Replacement unit if they can not return my original Furnace and Air conditioner. I know what I purchase and with all these lies being generated how many other people have been treated this way by *****, ***** and Premier Comfort and Cooling. He himself wrote that they came out in February of 22 which was an approximate week after their unit was install. During the conversation the other day he continued to say water wouldnt come from the furnace but the air conditioner yet never said they would exchange it out or anything and he said he didnt want this to look like an argument and I must say he is only arguing with himself. I will not subject myself or my family to what can possibly an unhealthy environment. I will be doing some environmental testing soon to make sure that our health is not being effected. Something is majorly wrong with this whole unit and all they have done was put sticks under the air conditioner unit to make it stop making noise. All of it is unethical and unacceptable. A Corporation of (Premier Comfort and Cooling) mismanagement and mayhem established under this leadership is totally out of control. 
  
  Sincerely,
  
  Apostle ******

  

  Business response

  11/20/2023

  ** having a hard time understanding this complaint.  I have listed above all the times we have visited the house.  All the times we where repairing problems that had nothing to do with the **** system at no charge, or we where performing the comfort club she has signed up for and paid for.  At no point have i bullied anyone, actually the opposite.  I called to say we would send out someone and show her there was nothing wrong with the draining of the **** system. I also said I had to respond to the review and i did not want her to think i was arguing with her just stating the facts of our visits with time and dates. 

  Here is exactly how we will do this and document this.

  1:  Pump down all refrigerant and cut loose new coil and drain pan off the top of the new furnace.

  2:  Cap the drain pan and fill with water to prove there is no leak on the drain pan.

  3:  Pour water down the existing drain line in the house that runs into the slab to prove it drains.  This drain line is existing and nothing we installed.

  4:  Reinstall the coil, vacuum the copper lineset, release the refrigerant and check charge of the ** unit.  

  In October we went out for a water complaint (problem with drain line) if there was actually a defective part on the **** system causing water to leak (drain pan) it would constantly leak since being installed back in February of 2022.   

  After this is done it will prove there is nothing wrong or leaking from the **** system.  If the drain clogs up at anytime after this it is not our fault nor is it fair to say or accuse us of this being our fault.

  My office will be calling today to set up an appointment.  

  Customer response

  11/26/2023

   
  Complaint: 20803288
  
  I am rejecting this response because: ***** sent someone out to check the furnace yet they continue to say the furnace doesnt produce water. Then that being the case just change out the Air Conditioner??? 
  Why is this matter so hard to understand or fix??? Why are you people trying to put this on me (The Customer)??? I never had this problem before nor should I have to deal with it now! I should be able to leave my home stress free especially since spending over $6000.00 and enjoy a day or even a few weeks away without worry or concerns coming home to a flood. You say again only the *** CONDITIONER Produce water? Fix it!!! You tested the furnace no problems found? Next??? I want this situation resolve or bring back my old furnace.
  Sincerely,
  
  Apostle ******

  Customer response

  12/01/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  Apostle ******

  

  Business response

  12/04/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  Apostle ******

  

  Business response

  02/16/2024

  We have not had any communication from **************** since mediation was closed on 12/15/23.  We reached out to **************** after her email to to the BBB and we where notified on 2/8/24.  We set up a service visit for 2/9/24.  While at the house checking out the furnace we found that her gas pressure was slightly higher then normal.  Gas is not supplied by us.  We adjusted the gas valve in the furnace to accommodate the higher gas water column coming from the gas supplier. Upon our tech leaving **************** said she was happy with how much quieter it was.     

  Customer response

  02/19/2024

   
  Complaint: 20803288
  
  I am rejecting this response because:

  No matter who supplies the gas, it is Premier Furnace and *************** responsibility to make sure Everything was working properly before leaving. To much money was spent for this Furnace and Air Conditioner unit for all these excuses being given. All I wanted was the whole unit replace and yes ITs quiet after the repair guy came but still my home is cold. 
  
  Sincerely,
  
  Apostle ******

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