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:03/17/2025

  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.

  Let me start by saying my house is a new built purchased in 2020. On 27/1/2025 Complete Comfort came to my house to do regular maintenance on my furnace. Upon their discovery I was made aware my blower was damaged and there was an apparent gas leak. Now up this point my unit was not giving any signs of it getting ready to be replaced or any indication of carbon dioxide leakage. I am fully aware am not a professional in this field so I believed everything they were saying, plus I had issues in the beginning where I had to get something called air zoning. This where you can control the air blowing ether upstairs or downstairs. Also had some elbows installed to prevent collapsing of ducts. Fast forward I was giving a quote of $35,000 to install a brand new furnace. I told them I cant pay that so they drop it to $25,000. Even though i thought that was still to high I agreed. The work began on 28/12025. First issue it was installed incorrectly, with no heat I waited mid afternoon the following day to get it fix. Second issue: during the installation my entrance to the attic was damage while trying to get the furnace in. I understand these things happen, however what I cant understand, is 2 months of me calling and leaving messages to get my issues dealt with. Third finally issue:I was never given a receipt. So I called I got it emailed to me. Upon my discovery it seems that the cost of labour and furnace was overpriced. Let me explain there are 3 series of the ****** brand furnace : Legacy,Prefered and evolution. The furnace installed my home is that of the legacy series, those prices run from $2000-$5000. The most expensive series which is the evolution cost no more than $7000. There is no way labour can cost $20,000 especially when I already had duct work done on 2 previous occasions by you guys also my house is only 1900 square feet.

  

  Business Response

  Date: 03/25/2025

  We dropped the ball with this customer when it came to getting the attic access repairs taken care of in a timely manner. This has since been addressed and resolved. All issues were found, documented, and presented in a clear way to make sure the customer had an understanding of the work being performed prior to starting the job. 

   

  It's unfortunate that a lack of proper communication on our side of things led to a customer losing faith in our company, our quality of work, and our price. We will continue to work hard to gain this customer's trust back. 

• Initial Complaint

  Date:12/16/2024

  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.

  **** came out and gave us a quote for a new HVAC on 11/22/24. We agreed verbally to the estimate. (never got a copy of quote emailed to us until 11/27/24). We have never seen an actual contract. Install manager **** and installer ****** came out 12/2/24 to do plan walk through and job was started. They worked 12/2-12/4/24. No show no call on 12/5 and found out 12/6 they had no intention of coming back until 12/9. We were given 3 space heaters. 12/9/24 ****** is back out to work. Installers were told NOT to disconnect the heat/ furnace until new one was working. We had new unit placed in a different area and all new duct work installed in the attack. 12/10 NC/NS 12/11 called the office at 8:04 to find out what time they were coming. Informed we were not on the schedule again until 12/12/24. ****** with the store manager because our furnace had been disconnect on 12/9 and there was no heat with highs in the low 20's and the (3) space heater that were brought out we for 300sqft rooms and we have a 2000+ sqft home. He finally agreed to send out someone to hook the heat back up. A professional service tech arrived to re-hook up the existing furnace. Bled the propane line in a small, enclosed mechanical room with the propane water heater 1.5ft away. A large boom was heard and he had ignited a flash explosion. He was obviously untrained and did not know what he was doing with a pilot light in the same room. Spoke with the install manager and requested that this be addressed before this service tech blows up someone's home. We have asked for a report back of the outcome and have not heard back. 12/12/24 Project manager **** and ****** come out and finish job. We are not paying until all issues are resolved. We don't even know if the a/c works. We were promised (2) $200 gift cards and neither have been received. First one was promised by **** ******* and was supposed to be mailed 12/9, Second one promised 12/11/24 by ********* location manager.

  

  Business Response

  Date: 01/13/2025

  There is currently a $7975 due balance on the account. We will not be sending any gift cards out until this balance is paid in full. The scope of this job ended up being more than anticipated. We continued the job without any additional charges even though we were out there double the amount of days anticipated. There was no propane explosion in the home. We had a manager walk and assist with finishing the job to ensure it was done to their liking. Everything mentioned above has been resolved aside from the gift cards.

  Customer Answer

  Date: 01/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The job is NOT completed. The ceiling has not been fixed where they started to cut then moved the register. They refused to mail a bill when it was requested. We were never told how many days this project would take and being charged for extra days? They came out with a project manager to look at everything. Extra days? How about the 4 days they didnt show up or call? And they absolutely was an explosion in the utility room from the extra guy sent out to re-hook up the furnace that was never to be disconnected.  Stupid skilled worker didnt know there was a lit pilot light on the hot water tank and allowed propane to leak from the furnace. We have not been offered any discount for any inconveniences. 
  
  Regards,
  
  ****** ******
  

  Customer Answer

  Date: 01/13/2025

  The job is NOT completed. The ceiling has not been fixed where they started to cut then moved the register. They refused to mail a bill when it was requested. We were never told how many days this project would take and being charged for extra days? They came out with a project manager to look at everything. Extra days? How about the 4 days they didnt show up or call? And they absolutely was an explosion in the utility room from the extra guy sent out to re-hook up the furnace that was never to be disconnected.  Stupid skilled worker didnt know there was a lit pilot light on the hot water tank and allowed propane to leak from the furnace. We have not been offered any discount for any inconveniences. 

  

  Business Response

  Date: 02/05/2025

  We have not upped the price any on the customer for the job taking much longer than intended. We have finished the scope of work that was promised via the estimate. We will have the drywall issue taken care of once we have received funding for the rest of the project from the home owner. We have no issue sending the customer a paper bill. Payment can be taken over the phone and done in a matter of minutes.

• Initial Complaint

  Date:12/12/2024

  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.

  We bought a ****** fit HVAC heating and cooling system, from complete comfort in April 2023. Months later in July, the thermostat went out 3 times across 2 weeks and when they finally figured out what was wrong, which was they used the original old wiring that could not handle the new current, they asked for $900 to fix it. I asked why not test the wires before installing, they said that's not part of their process. Now this week 12/11/24 they come out and said our static pressure is high, we've heard this before but they never said it was a problem. This time they call out a supervisor who looks it over and wants to charge us $5500 to cut a 12"x12" vent in the box below the furnace and rework our upstairs duct work. He said that they installed a unit that doe 1800 pressure on a duct setup that only does 800 pressure. Why didn't they check and test the previous system to see what kinda of system would actually work? Not part of the process. This is a gotcha setup, where the specialist keeps reeling you back for more money. They installed it poorly and now expect the customer to pay for their error. It's just before Christmas and I have a supervisor asking me to make an appointment. He even gave me his "friends and family discount" so 5500 is not even the full cost. This is just unacceptable. It's as my mother would say "a half-a$$ed job" they don't test the wires, the ducts, don't look at the intakes, or check the breakers, because they know that you'll have to pay to get that fixed WHEN not IF it breaks.

  

  Business Response

  Date: 01/06/2025

  ******* initial thermostat issue was due to faulty wires that were ran when the home was initially built. In ******* HVAC system replacement package, it did not include replacing these wires. As for the ductwork, the ductwork is a system that exists separately from the system and works in unison to supply air to the home/bring air back to the furnace. Replacing the system does not do anything to improve the ductwork similar to replacing a car engine does not help a tire with a nail in it. We performed a thorough evaluation of the system and offered him options to improve the ductwork. He declined.

  Customer Answer

  Date: 01/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I did not decline, also, I purchased a whole home **** Unit based upon the companies RECOMMENDATIONS. The system you recommended AND installed did not fit the current duct system and thus now has to be replaced because there was NOT a thorough investigation or evaluation by what I am now assume is a salesman and not a certified technician. So despite listening to your reasoning behind needing a new **** and agreeing and doing what you said, you are now trying to charge us MORE money due to a less than adequate evaluation at the time of purchase, resulting in more money to be spent and if we chose you again, to you. You can test wires prior you did not, your salesman who told us he was a supervisor and a qualified technician, did not inspect the ducts to make sure the system he was recommending would actually WORK IN OUR HOME. Furthermore, you have tried to push the blame onto the home but most humans would know that these things can be inspected, tested, and reconciled at time of purchase or under a consultation. Instead of doing the job thoroughly and testing the wires, checking the ducts, verifying the system would work for the home and not for your bottom line you have let down another customer, the other being my in laws who have decided to no longer go with you do to your unprofessionalism and constant agenda of pushing your customers into a corner where they have no other option than to comply for fear that they are going to break the system you installed in error. Please understand that if this is not rectified through BBB, I will make sure you are reported to the attorney general for investigation and that you are looked into by ****, as well as making sure your accreditation is checked with the **** licensing by the **** of Business and Neighborhood Services. 
  
  Regards,
  
  **** **********
  

  

  Business Response

  Date: 01/08/2025

  We installed this system 5/1/23 after finding multiple issues wrong with the previous unit. First visit for the communication error was 8/16/2023, three months after the install. Issue with wires was resolved on 9/22/23 after we got the manufacturer involved regarding the errors we had seen. On 12/7/23 we did a heating tuneup and found the static pressure at .31, which is within the manufacturer's range. Our next tuneup was 8/2/24 and there is no photo of the static pressure from the technician. 12/10/24 we came out and found the static pressure at .8 which is above manufacturer's range. We notified the home owner and provided solutions on getting the number down. We have educated the customer every time we have found a number out of range. The point of a preventative maintenance visit is to inspect the unit and educate the customer if something needs addressed. The duct work exists as a separate entity from the **** system we replaced.
  
  We are willing to discount the repairs further to assist this customer, but we are not willing to do the work for free. We notified the customer the second we saw the number out of range and have cut no corners when it comes to providing quality service. Being upset at the information and price given to do additional work does not mean we have failed to uphold our end of the previous system install. 

• Initial Complaint

  Date:11/07/2024

  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.

  We purchased a new, high quality $20,000 **** system from Complete Comfort on June 6th, 2024.The purchase includes a three month follow-up that includes checking the system, how we are doing using it and duct cleaning.We purchased the home in March of 2024 and it came with a home warranty, the home warranty company has asked Complete Comfort to call them to confirm the need to replace the system. After calling the call center for several months Complete Comfort emailed the company the pictures and information on the equipment replacement. The Home warranty company then repeated the need for a phone call to confirm the need to replace the system. I have had many calls to Complete Comfort, spoke twice with two different people in the office who apologized for my inconvenience and said they'd work on it. I usually have to talk to the call center, they have become sympathetic but can only pass the messages on. A couple of weeks ago the home warranty company called to let me know that the company had still not called as promised. This is a $5,000 dollar claim we are not receiving.We had discussed some additional plumbing work, they stayed in touch with us about appointment that while ignoring the **** appointment set at the time of install and needed phone call to the home warranty company. We cancelled the plumbing appointment telling them we would do no further business with them until they fulfilled their current obligations. No response. We were talked into a high end system for a small house in a ********** neighborhood. We were confident in our choice at the time but don't understand why we are being ignored. We do not yell scream and cuss to work out problems, we believed the company but clearly are not taken seriously. Maybe because we don't yell enough, maybe it's the grey hair? I don't get it and we need help to resolve this stressful situation.

  

  Business Response

  Date: 11/19/2024

  We have contact the warranty company and have gave them the info they have requested. I am sorry this took so long to get done. If there are any other issues you may experience please let me know by email at ****************************************************************************************************.  I will handle them directly. Again I apologize the the inconvenience.  

  

  Business Response

  Date: 11/26/2024

  We have contact the warranty company and have gave them the info they have requested. I am sorry this took so long to get done. If there are any other issues you may experience please let me know by email at ****************************************************************************************************.  I will handle them directly. Again I apologize the the inconvenience.  

  Customer Answer

  Date: 12/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** *******
  

  Customer Answer

  Date: 12/05/2024

  I am not satisfied with the companies response, they did not address the issues. I typed a response to explain but it did not come through, the case should not be closed. Can I post my response to their reply?

  Thank you,

  ***** *******

  Customer Answer

  Date: 12/05/2024

  An email was sent to the home warranty company with pictures of the equipment. The company requested a phone call to answer their questions about the need for replacement. I called and explained that to Complete Comfort, it had taken a long time to get the email sent, my many requests to make the phone call have been ignored. They will not make a determination on my $5,000 claim without the phone call to clarify the need for new equipment. The air conditioner had stopped working and was to old to get parts. The furnace was also old (1995) and the fan bolt housing had rusted so the fan assembly was not attached, something else was wrong but I can't remember what the repair person said. I sure the experts at Complete Comfort know what information the home warranty company is looking for if they can still remember the repair so much time has passed. There is still time to complete my claim if Complete Comfort will call them. 

  The purchase of the system included a three month checkup to be sure how the system was working for us and to do the vent cleaning included in the sale. The return appointment was set for September 11th at the time of installation. I received several texts to confirm and remind me to be at home the entire day to wait for them. No one came, called or texted. My phone call checking on it the next day again went unanswered. The included service call has never been completed.

  The email the company sent does not address either of these issues.

  Thank you,

  ***** *******

  Customer Answer

  Date: 12/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  An email was sent to the home warranty company with pictures of the equipment. The company requested a phone call to answer their questions about the need for replacement. I called and explained that to Complete Comfort, it had taken a long time to get the email sent, my many requests to make the phone call have been ignored. They will not make a determination on my $5,000 claim without the phone call to clarify the need for new equipment. The air conditioner had stopped working and was to old to get parts. The furnace was also old (1995) and the fan bolt housing had rusted so the fan assembly was not attached, something else was wrong but I can't remember what the repair person said. I sure the experts at Complete Comfort know what information the home warranty company is looking for if they can still remember the repair so much time has passed. There is still time to complete my claim if Complete Comfort will call them. 

  The purchase of the system included a three month checkup to be sure how the system was working for us and to do the vent cleaning included in the sale. The return appointment was set for September 11th at the time of installation. I received several texts to confirm and remind me to be at home the entire day to wait for them. No one came, called or texted. My phone call checking on it the next day again went unanswered. The included service call has never been completed.

  The email the company sent does not address either of these issues.

  Thank you,

  ***** *******

  
  
  Regards,
  
  ***** *******

  
  

  Customer Answer

  Date: 12/23/2024

  I would like to remove the statement insinuating that part of the problem was because we are retirement age from my complaint. I do not believe it's relevant to the issue.

  

  Business Response

  Date: 01/13/2025

  We are currently in contact with the home warranty company to get this issue rectified. We will be reaching out to the home owner to get their maintenance scheduled as well as the vent cleaning. We will do everything we can to speed this process up. 

• Initial Complaint

  Date:10/10/2024

  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.

  Last year I purchased a new HVAC system which came with a warranty. During the free one year check up I was told the furnace/AC was no longer under warranty because the manufacturer had changed their specifications for the system. I was given no proof and the aggressive salesman would provide no manufacturer representative name so that it could be verified. I was told it would cost me $5,000 to bring it up to standards. This follows a pattern of hard sell practices with this company we experienced earlier when they sold us a water warming part that never worked.

  

  Business Response

  Date: 10/14/2024

  Let me apologize for the confusion on Mr. *** ********.  His units are still under manufacture warranty.  We went out to is house for system check and found the unit was reading a little higher resistance in his duct system called "static pressure".  Upon further inspection we suggested upgrading his air distribution system to help the system run more efficiently. He refused. Manager called Mr. ******** to try explaining the importance of installing it and may have come off a little strong. I am sorry if Mr. ******** felt like he was being hard sell as he stated. I have talked to the employee about this to insure know other customer feels that way about us and corrected the issue so this does not happen again 

  Customer Answer

  Date: 10/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  At the time of Complete Comforts inspection, I was told several things about my HVAC and distribution system that need to be clarified. If true, these may have a negative impact on my new system warrenty.
  
  Regards,
  
  *** ********
  

  

  Business Response

  Date: 11/06/2024

  "Your furnace and AC are operating at normal factory specifications.  The distribution system in your home wasn't sized right from when the builder built the home.  Your warranty is still in place.  Those were modifications suggested to improve the flow of air in the home.  They would have cost equally if they had been done at the time of installation.  It does not affect the operation of the equipment or the warranty, it affects air distribution in the home."  Your furnace and A/C are still under warranty and there is no new warranty needed to be purchased

• Initial Complaint

  Date:08/29/2024

  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 the morning of 8/26 the temperature was over 90 degrees forecast 95 degrees. I am almost 80 years old, a cancer survivor with a number of health issues. I have a senior dog as well. My a/c was out. I needed assistance and selected Complete Comfort. **** came to my home and looked at my thermostat and said " you've got a problem". **** removed the cover of the a/c and with a meter, checked the capacitor and immediately said "it's bad". He then felt the hood of the fan and said "it's hot" and indicated it was probably due to a bad fan motor. I asked the costs of these items and **** was iffy but gave a wide range like "maybe $400" for the fan. You should consider replacing the whole unit". When I asked about that price he said "around $12,000". **** called for a manager. The "area sales manager" (forget his name) came and started pecking on a laptop and upselling me. When I insisted that I just wanted them to get it working and no more, sales manager said $2,100. The manager asked if I was a teacher, ect .I said "no, just old". He said let's say you're a first responder. That's a $400 discount". Manager suggested financing for $40 per month. I agreed and gave him my personal info. The finance company rejected me so I maxed out three credit cards to pay for this. Manager then told **** to go get the parts which took another 90 minutes. He returned at 3 pm and said You'll have a/c in 30 minutes. All the time I was waiting I kept sitting in the car with my dog with the a/c running. The following day I realized that I didn't get a receipt. I called the office requesting paperwork and a receipt by email. It came but does not itemize parts or costs, just" 4 star repair" and a cost of $1,727." I called the office and spoke with **** ****** who said "I'm with you. My GM has left for the day. I will speak with him and call you. "Don't worry, I'm on your side and I promise we'll make it right." **** called and said you agreed to it and we will make no adjustments.

  

  Business Response

  Date: 09/16/2024

  Sorry Mr. ********** was not totally satisficed with his repair. I will be more then happy to send him a new receipt with the itemize parts and labor along with $150.00 dollars back for the inconvenience he had in getting his problem resolved. As far as a total refund we can not do that, after looking at the repair we feel we gave him a far price for the repair. 

  Customer Answer

  Date: 09/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Dear *******:

    Thank you for taking the time to speak with me this morning. As you requested, I am offering this reply to the insincere reply that you received from Complete Comfort Heating and Air. As I mentioned to you, I am convinced that I was treated very unfairly regarding my transaction with that company. I will offer a couple of points to defend the way I handled my end of the transaction. The day mentioned (08-26-24) was an extremely hot day, one in a series of hot days we experienced. When I awoke that morning, I could tell that my house was warmer than usual. I did all the things I could think of like check the temperature on my thermostat (I had it set for 72 degrees and at 8 am it was showing 75), checking in my utility room to see if my unit was blowing (it was not) and changing my filter. Finally I went outside and looked at my ac unit. It was not running. I immediately went online searching for an ac repair. The first few either didn't answer or said it would be hours before they could respond. My next call was to Complete Comfort Heating and Air. The lady who answered wasn't very helpful but at my urging and telling her my situation she finally said someone could be here within an hour or so. At approximately 10 am, **** arrived. He came inside and looked at my thermostat which now read 75 (he took a picture with his phone). We then went outside, and **** removed the cover to my ac. With his meter he immediately checked the capacitor and said, "it's bad". He then asked me to feel the top of my ac cover. It was quite hot, and I said as much. **** said, "that's very hot which indicates that your fan is probably bad". **** also made other comments and asked questions like "how old is the unit" and "do you regularly have it serviced". **** immediately started positioning me for bad news and said more than once that " you might be better off replacing the entire unit". When I asked the price of a new unit **** answered "$12,000". I made it clear that we would not be exploring that option. **** checked a few other things and at some point, said that he needed to get his sales manager involved. In my presence **** called someone and asked if they were available to assist him. I clearly heard the response "I'm at lunch, call ??". Remember, it's over 90 degrees and getting hotter. **** does not seem to be in a hurry even though I was asking him to be. About 15 minutes later, ?? (sales manager) arrived and parked in front of my home. **** joined him and they chatted for at least 15 minutes. At this point I was starting to feel the effects of the heat and becoming concerned for my dog who was inside the house. I started to walk toward the car and when they saw me coming the sales manager got out and he and **** came back to the ac unit. In hindsight I now believe that **** and the sales manager were getting their stories straight. Almost immediately the sales manager started suggesting that I would be better off replacing the entire unit and suggested an affordable payment plan. I said emphatically that I could not afford a new unit. I said I was retired and on a fixed income. He started checking prices for my repairs and clicking on his laptop he said that the repairs would be $2,100. I said there was no way I could afford that, so the sales manager said, "are you police, fire or first responder"? At My age? I said no so he said " let's just say you're a first responder, that's a $400 discount. That should help". I said I couldn't handle $1,700 either so he suggested financing at $40 per month. At this point I am feeling lightheaded and concerned for my dog, so I said fine do it. He started asking questions for the credit application, one of which was "how much do you owe on your home"? I thought that was an odd question. In any case, he took my info and said he submitted it and said "you were declined" which I thought was strange. At that point I was feeling desperate. The sales manager said to **** something to the effect of "put his stuff back and let's go". That's when I said that we could put it on several credit cards which we did. **** then asked the *** "can I go get the parts now?" SM said yes and left. I asked **** how long it would take to get the parts, and he said," 10 minutes each way and about 30 minutes to install". I said GO. I got my dog from the house, and we sat in my car with the ac on and waited for **** to return. After about 40 minutes I phoned ****, but he didn't answer. I called the company and told the receptionist what was going on. She called **** and he immediately called me back. I said where are you and he said, "about 45 out" I said why did you tell me 10 minutes each way and he said, "I had to go to a different parts house". **** arrived and said I'll have your air on in 30 minutes". About 45 minutes later it was on. The next day I searched online for different companies who had performed the same service and replaced the same parts. Those examples were MUCH lower. In my heart I knew I had been treated unfairly and charged too much,  I called the office and spoke with **** ****** who said she was the office manager. I told her my story and said that I thought I had been taken advantage of. **** responded by saying "oh no that isn't right. That should not have happened. My GM has just left for the day, but I'll speak with him in the morning. We'll take care of you. I promise you'll be happy". The next morning **** called me and sounded like a different person. **** said "I spoke with my Manager. You agreed to the deal. We're not going to do anything".

     I am extremely upset with this situation. I am certain that I was taken advantage of because of my age and the heat conditions, and the urgency created by the heat. In addition to filing a complaint with the BBB, I have filed a complaint with the Indiana Attorney General (#********). I am also consulting an Attorney who specializes in consumer abuse of senior citizens as well as the consumer complaint editors of two local television stations. Both stations are doing their due diligence at the moment and will advise me if they decide to move forward.

     I appreciate your assistance and will keep you up to date of any progress I make.

   

  ****** **********

   

  
  
  Regards,
  
  ****** **********

  
  

• Initial Complaint

  Date:07/20/2024

  Type:Sales and Advertising 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.

  I bought a new house and prior to closing had an inspection done. The inspection showed that the ** was not cooling and the seller hired Complete Comfort (CC) to do the job. CC did th work for $1800. Upon moving in, I discovered the ** was still not cooling the house and contacted CC. A specialist came out, after running diagnostics, advised both outside and inside unit working but the issue is with the refrigerant. I let him know that was what CC had initially fixed according to the invoice, he asked to see the invoice and I showed him. He then said he had to call his supervisor. The supervisor came, did not check anything and immediately started telling me that since I was not the initial buyer of the home, I would not get the manufacturer's warranty. I politely advised I did not call him to discuss the warranty but that the job they had collected $1800 for was not fixed. He then stated that the problem with the unit was not what CC had initially fixed, this was contrary to what the technician that ran the diagnostics advised. He then offered to fix the problem but we will have to pay for the repair and also that another thing might damage and if that happens but that the best bet is to buy a new unit, his company will fix it and we will have the warranty. He also stated that the unit the builder put in is the cheapest and bottom of the pack that will not last long. I declined his offer and told him I would have another company come out to do the work, he told me to call the company so he can tell them what the issue was, his offer was really suspicious, so I also declined. I had another company come out, they fixed the issue within ************************************************************ and what CC had initially fixed for $1800. The new company advised our unit is not a cheap grade. I called CC to complain, they advised a manager will call me, so far, after 3 calls, no one has called. The least they should do is refund the money paid to the new company.

  

  Business Response

  Date: 08/20/2024

  Sir,

  There is no way at this point to go back and re-check the work done.  If I read your request, you would like a refund for the amount ***** charged you for the repair - $518.  Is this correct?

   

  ***********************

  General Manager

  Complete Comfort

   

  Customer Answer

  Date: 08/20/2024

  I do not need the full repair charge from ***** as I fortunately have a plan with them. I however paid $75 for them to come out. I am only asking for the refund of the $75 paid to *****,

  Customer Answer

  Date: 08/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  For your reference, details of the offer I reviewed appear below. 
  
  I do not need the full repair charge from ***** as I fortunately have a plan with them. I however paid $75 for them to come out. I am only asking for the refund of the $75 paid to *****,
  
  Regards,
  
  Omoyoade Adegoke
  

  

  Business Response

  Date: 08/22/2024

  We do not have a problem refunding the ***** invoice of $518.48. But we will not refund our bill of $1,817.00,since ****************** did not pay for or call us out for the original problem and we did do the work for previous owner. 

• Initial Complaint

  Date:03/19/2024

  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.

  3-15-2024 Company contacted me via text message stating they wanted to give me a free furnace tuneup. I agreed They came out and told me I had a crack in my furnace and suggested a whole new system. We told them we dont have the wherewithal; they left without turning the furnace on .We called them next day and told them we had no heat and they said they would send somebody back out and turn it back on for us. They sent somebody out. They turned it back on and then after hours we realized it was still not heating. So we called them back and at that time they said they would not turn it back on!!! we sent the original installer the pictures of the heat exchanger that they said had a crack in it and he said that was not a crack in the heat exchanger,.So I am 70 years old alone with only 11 hours of caregiving a day with no heat on the coldest days last five days of March.

  Customer Answer

  Date: 03/19/2024

  complete comfort heating and air

  1729 *************

  *********, ** 46143

  

  Business Response

  Date: 04/01/2024

  We came out for a heating inspection on 3/14 where we found that *******'s furnace had a crack in the heat exchanger. We notified ******* of the potential risks and showed her where we turned the gas off at, as we did not recommend running the unit. We got a call a few days later stating the heat wasn't working. On our arrival, the door was sitting in the wrong place and the gas was on. We fixed the door and once again explained the risks of running the furnace. We got a call a few days later again stating the heat wasn't working. We have attempted to go out to the home to rectify the issue to no avail. The customer does not want us out and claims that someone else came and tested the air stream and found no *** A lack of ** in the air stream does not mean that a heat exchanger is in tact.

• Initial Complaint

  Date:02/18/2024

  Type:Product 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 Dec 13, 2023, I had one of Complete Comforts service people visit my home for a simple repair estimate, he stated his need was *****. After being at our home for some two hours trying to sell me a new furnace, we finally told him we needed to think about it. ***** said final, but could he run a credit check so if we decide to purchase the system it would be one less step that we need to move forward. Reluctantly I agreed. After having my wife fill out what we thought was a credit application, we came to find out later it was a purchase agreement. We immediately canceled the purchase and installation. On Dec 14, 2023, I called to cancel my membership subscription to Complete Comfort Heating, Air, and Plumbing, I was assured that our subscription was canceled. In January of 2024, I received a charge for $16.95 which is the monthly subscription for Complete Comforts subscription. I contacted them and spoke with a representative named ****. **** informed me that he saw that I had cancelled my service and he had updated the cancellation and would submit a request for a refund of the monthly subscription. I contacted Complete Comfort again towards the end of January because I never received a refund, only to speak with **** again who assured me that the refund was being processed and the subscription was canceled. On February 18, 2024, I was charged a monthly subscription fee of $16.95.I would like to file a formal complete against this company in the hope of resolving this situation.

  

  Business Response

  Date: 02/18/2024

  This customer signed up for a yearly membership with our company that is billed monthly. When cancelling, it cancels the membership at the renewal date not immediately. Due to this customer using the perks of their yearly plan, we have to manually adjust the membership for it to be cancelled. As a courtesy, we have cancelled this customer's membership as they have requested and refunded their last two payments. 

• Initial Complaint

  Date:01/08/2024

  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.

  The above company called me stating I won a free maintenance. I agreed to let them maintenance my furnace on December 21st 2023. The technician stated I had a crack and he was sending the manager to discuss pricing. He told it was dangerous and per state guidelines he had to shut down my furnace. I told him my heat was working just fine and asked him to put everything back the way it was before he got to my home. He called a manager on his cell phone and said he couldnt put it back because of some law. I demanded he attach my blower back immediately and get out of my house. My heat didnt work at all when he left in the middle of winter. I didnt have heat until the next day. I had to go stay with a relative until my heat was fixed. I had a technician come from another company and he discovered the wire on the blower was cut. I called the company letting them know I wanted my money back because the technician cut the blower wire preventing my heat from coming on and inconveniencing me.

  Customer Answer

  Date: 01/19/2024

  Please information below 

  Hi ********- This is ******** from Complete Comfort. Our email address is ************************************************** Please send the documents over at your earliest convenience. Thank you.

   

  Hi, your technician *********************** from Complete Comfort Heating, Air & Plumbing is on the way to **********************************************************************************. As an HVAC Service Technician, I bring a wealth of experience ** delivering high-quality HVAC services to residential clients. My dedication to staying current with industry trends, coupled with a commitment to customer satisfaction, ensures that I provide reliable and effective solutions for all HVAC needs. From routine maintenance to complex system installations, I take pride in contributing to the comfort and well-being of my clients. When will he arrive? ****************************************** Call our office if you need to make any changes: **************

   

   

  

  Business Response

  Date: 01/22/2024

  We went out to this residence on 12/21 for a furnace inspection. During our inspection we found that the heat exchanger had failed. When explaining this to the customer, she became belligerent towards **************. I was then pulled into the mix to try to calm things down. After repeated attempts to get the customer to quit yelling and cursing at the technician and myself, we put her unit back together as she requested and left the residence with the unit in working order. The customer refused to sign our heat exchanger form that explained we are not liable for any damages caused by them continuing to run their unit. From our understanding, the unit was running at this point.

   

  The next day this customer called and said that we owed her money for someone else coming out and fixing her furnace. No attempt was made to call us and have us take a look at the unit. A bill was sent to us saying that we owed her for the work another company did. We would have been more than willing to come out and take a look at things for the customer if contacted. We are not willing to pay an invoice from another company.

  Customer Answer

  Date: 01/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************************