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Business Profile

Air Conditioning Contractors

Island Comfort, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Air Conditioning Contractors.

Complaints

This profile includes complaints for Island Comfort, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Island Comfort, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Island Comfort, Inc.

      99-900 Iwaena St Aiea, HI 96701

    • Island Comfort, Inc.

      4337 Rice St Lihue, HI 96766-1353

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:02/04/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      I am writing to formally lodge a complaint against Island Comfort (Lic# C35617) for the air conditioner I purchased in Feb 2023, which has significant usability and service issues.1. Product Issue: The unit fails to maintain a set temperature, requiring it to be set unreasonably high (80 degrees+) to prevent overcooling, affecting both comfort and efficiency.2. Service Issues: My attempts to resolve this with Island Comfort have been marred by a dysfunctional customer service system. Initial contact efforts were thwarted by an automated loop. A technician visit, arranged after six months, ended without follow-up or resolution. It also does not help that the receptionists do not hold any interest for the customer or the product. Especially when a customer like myself can only reach them outside their business hours. 3. Communication Barriers: Further attempts to reach out were met with misleading and deceptive tactics, including a pre-recorded message pretending to initiate conversation ("Hi, this is ******, can you hear me?"), only to lead into a sales pitch for unrelated products. This, coupled with inconsistent contact information and unreturned messages, raises serious concerns about Island Comfort's integrity and commitment to customer service.Even though the manager has promised to contact me tomorrow for follow-up, I feel that my experience and report with the BBB's intervention will assure this is addressed. I hope for a resolution to these product and service failures and measures to prevent such experiences for others.

      Business Response

      Date: 02/28/2024

      He was having a hard time for a variety of reasons. By the time he got a hold of us, he was upset. We set up a time to talk with him, brought in a warranty piece he was looking for, brought to his house around the 23rd and installed. He was happy with the install, but had question about remote control. I called back and was able to assist him. 

      Customer Answer

      Date: 02/28/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***** De La ****

    Island Comfort, Inc. is NOT a BBB Accredited Business.

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