ComplaintsforWilliams Comfort Air

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called for an electrition to repair my generator and run a line of power to a pump in my back yard. The employee didn't even open my generator and told me he could touch it after the call to set up the appointment specifically confirmed they could work on it. He also didn't look for my line in the back yard and only gave me a $1900 quote to trench the yard (I didn't ask for this). Basically, I was charged $98 for a guy to come out and tell me he couldn't actually do any of the things that I made the appointment for. This isn't about the money charged as it is a complete lack of professionalism and failure to provide the service promised. When I called back, the service representative said they couldn't issue refunds or really do anything about my complaint. She also said that they were new the electrical and didn't really know the difference in my generator. Again...just bad service all around.

  

  Business response

  07/11/2024

  Thank you for reaching out with your concern regarding a recent electrical service call we made. I have reviewed the recorded calls and notes, as well as consulting with our electrical manager, and there is some discrepancy between what was described on the phone when the appointment was scheduled, compared to what equipment was actually owned. 

  We were told it was a Generac brand generator, which we service and sell, however what our **** learned upon arrival was that the generator in question is a different brand with a Generac engine. The rest of the parts are not Generac. Because our ****s are trained to work on Generac units, it was absolutely the right call for him to not try to service it. Our electrical manager could be available for the repair, but we didnt know until the **** was there that the unit was not a true Generac brand.
  
  Our ****nicians are supposed to collect the dispatch fee, and they are accountable if they dont, so without approval, that is their job. We will continue to coach our ****nicians on when or when not to collect the fee, but he was doing as he was directed.
  
  It is true, we have a young electrical practice, however our ****s are well trained and held to the high standards of our other divisions. Given the circumstances, and the error in communication we are happy to refund the $98 for this call. It would be helpful moving forward if the proper information was given when calling for service to avoid these issues. We would like to continue to help you care for your home and would be happy to reschedule a Sr. **** to look at your unit if you so desire.
  
  Thanks again for reaching out!

• Initial Complaint

  07/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I searched for a HVAC company to service my house with main issue needs like plumbing, heating and air. I chose Comfort Heating and Air to be this company. On May 30th, I had an appointment for them to come out and check my smoke alarms. I explained to them all I had done to fix the alarm going off. It was recommended to replace the one smoke alarm and I wanted them all replaced so would know date of install as he had looked for on mine. All 5 of my alarms were synced with each other and talked. I was quoted a price to replace my exact same type smoke and CO alarms. I was told he didnt have them with him and needed to come back the next day to do the work. I was nice enough to contact this gentleman that he left his tool belt in my garage. The next day (5/31) another gentleman contacted me to advise he was running late but would eventually be here. He did show up 30 minutes past his last time given. He had no idea what was taking place with my appointment. He stated he had to go to Lowes to pick up the alarms. He replaced them but they were no like what was advised to me the day before and how I would be able to write the install date and they all would sync and talk. He indicated this is all they had. I was out of town and unable to see what was going on and advise of prior conversation. I contacted Comfort Air on 6/5 at 10:56 to explain my frustration and wanting to speak with someone in charge. I was advised by a woman, she would send en email to DJ. Since I hadnt received any response I contacted Comfort Air on 6/21 at 9:57. Again explained my situation and advised the same thing. An email would be sent to DJ. I still havent received a response. I didnt receive the same of product as originally discussed. I would request a billing adjustment back to my card used in the amount of $200.

  

  Business response

  07/11/2024

  Thank you so much for bringing this concern to our attention. After talking with our technicians, the only match discussed was in function not model/style. Since ************** was not home at the time of install, we dealt with ***************. She asked, when noticing they were different than existing, if they would communicate with each other when one goes off. Our technician told her that they would, and she was fine with that solution at the time. 
  

  The $153 discount (price of installing one detector: see invoice attached) was after the customer requested a discount for our late arrival which is not typically done, as our schedules sometimes shift a bit due to the length of the previous call. We do our best to inform our clients if the techs are running late, and always offer the opportunity to reschedule.
  
  We do not always send the same technician as we sometimes have scheduling conflicts for return trips when trying to address a concern or issue promptly.
  
  I would like to understand why the solution is to give the client another refund for a random amount given the product type is functionally the same and carries the same warranty. The work is complete and as requested.

  Thank you for your consideration of our explanation. Hopefully it will help.

  Customer response

  07/11/2024

  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. 
  
  I have made 2 separate phone calls wanting to discuss this situation with the company but they failed to acknowledge this poor customer service as a company. I dispute their summary of the conversation as I was there on Thursday with the Tech. He knew why he was coming out and should have had the appropriate equipment with him. Yes I was told I would be getting what I had already installed. Now to be told I am a liar is unacceptable to me.  Yes I did get a reduction which should not even be in question as his arrival time was well past the window time given to me. This arbitrary number is for the cheap alarms installed that arent the same and my wife had to accept since nothing was going to be done unless she was signing the document without knowing the alarm being installed werent what we had. I equate this to forcing the signature before the work not until after the work is done. The reduction requested is for my time wasted on Thursday when the tech was ill prepared to take care of the reason I called them in the first place and for the wrong alarms installed. 
  

  I take acceptation to their tone in trying to justify their response and the ownership by upon me as the customer. They should be resolving the matter with understanding and if they had called me back, there would a mutual resolution. 
  
  Regards,
  
  *************************

  
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 13, 2024, Williams Comfort Air performed a routine tune-up under the terms of my pre-paid maintenance contract. They determined that my humidifier system needed a filter replacement and since they did not have one on the truck, they ordered for me a 4-pack of the Honeywell item. This filter is SMALL, measuring 9 x 11 inches ...it is NOT the large 25x25 inch HVAC filter. The 4-pack of filters arrived on June 17, and one was installed. I was busy that day and paid the bill without asking for a copy. Later, I asked for and received a copy of the invoice by e-mail and discovered they charged me $203 for the filters. I have always known they routinely over-charged for services as compared to the industry at large, but this latest incident was so eggregiously greedy and outrageous that I went on line and checked the price of the SAME Honeywell filters on Amazon. THE ***** WAS $38 FOR A 4-PACK!! I immediately called Williams Comfort Air, canceled any additional monthly maintenance fees, and told them I was finished with them. I have since received two phone messages admitting to the overcharge and offering to remit the $203 ...BUT THERE WAS A CONDITION... specificlally that I agree to continue as a client and that I continue to participate in their pre-paid maintenance program..which costs approximately $300 a year. Translation?? "Yes we cheated you, and you found out, but we will return the $203 if you agree to remain a customer so that down the road, when things quiet down we can resume our policy of over-charging you." I never responded to their "offer" nor have I talked to them since, but I have sent the president of Williams Comfort Air a letter detailing this situation and in the meantime am filing this complaint with the BBB to warn unwary consumers to avoid Williams Comfort Air like the Almighty plague!. They *****, over-charge, and cheat. And yes, I want the $203 charged remitted.

  

  Business response

  07/02/2024

  
  I'm not sure why this client is filing a complaint since we have been trying to reach her since her first call and she has refused our calls. The refund was processed for the filters, and she was sent the revised invoice (attached) the day before this complaint was filed. Although she claims we are "egregiously greedy and outrageous" with our pricing, she signed and paid the invoice. Had she questioned it at the time, our tech would have advised her that she is always encouraged to purchase her own filters at a better price. We routinely tell clients this and we will gladly install their filters during our scheduled maintenance. It is almost impossible for us to carry every filter made for HVAC, humidifier, dehumidifiers, etc. which is why special orders come at a premium. If we are to order, stock, deliver and install a client filter, (which some clients do) it comes at a premium. This is not a new business practice.
  

  We left her voicemails regarding the membership because she wouldn't take out calls. The message was not with "A CONDITION" as she claims. I merely told her that I would leave the membership until I heard from her in hopes she would reconsider with the refund and the explanation, which i was never allowed to give. That would have required communication. I have a voice file of the call, but it was too large a file to attach here. I have included a screen shot of her canceled membership as confirmation.
  

  It is always disappointing to us when people question our integrity. Referring to us in such negative terms over pricing is totally unwarranted, especially since she refused to communicate with us from the start. This is not how we conduct business.

  Customer response

  07/02/2024

  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.]
  I will be more than happy to dispose of this matter when 2 conditions have been met by Williams Comfort Air:   (1.)  A $203 credit to my credit card covering the indefensible charge they assessed for 4 small filters (which are available on Amazon for $38) and ( 2.) A  $24 credit to my credit card for the July pre-paid maintenence which they charged DESPITE MY TELLING ************ was through  doing business with ******* ComfortAir.  Yes, I did indeed receive 2 or 3 calls from them in which they agreed to reverse the two charges provided I remained a customer.   Did I return their calls?  Absolutely not.  There was nothing to discuss.    And as of  today, July 2, they STILL HAVE NOT ISSUED THE 2 CREDITS TO MY CARD.  All they have to do...(and which they ALLEGE to the BBB that they have agreed to do!) is get those two charges of $203 and $24 OFF MY CARD.   THEY HAVE BEEN DRAGGING THEIR FEET FOR 10 DAYS ON THIS.  If they are so"bewildered" by my complaint why haven't they just followed thru and issued the credits??

  And by the way the 2 "supporting documents" they provided to the BBB were meaningless.  One was a new invoice with a zero balance for the filters and the second was a document with a zero balance for the maintenance.  But until that cash is OUT of their coffers and back into MY pocket, those 2 documents ARE JUST WINDOW-DRESSSING ON THEIR PART.    Until my credit card company receives reversals of the $203 and the $24, this is still an open complaint.   And there is no reason this should be taking them 11 days.   **************************;

      

   

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

  
  

  

  Business response

  07/03/2024

  We have no control over the posting of credits to client bank accounts, and the revised invoice email stated that. As far as the $24 refund goes, this was not mentioned in the original complaint. I will process the refund for the $24, but she will still have to wait for her bank to apply the credit. We have no control over that. It's a shame she won't speak with us. This has been senselessly blown out of proportion.

  

  Business response

  07/03/2024

  CORRECTION:

  There was no "prepaid July payment" of $24. The last payment was in ***** for ***** and we do not refund prior payment on maintenance agreements, especially when services have been rendered.

  Customer response

  07/08/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. I accept it just to get rid of this company without further ado. But when I spoke to ***** on June 24, he said he had just put thru the new 
  maintenance charge of $24 the day before...on sunday July 23 and would cancel it.    He didn't.  On the other hand, this is a  small price to pay to shake the dust of this slippery company off my shoes.  At least...after much persistence,...they returned the $203 they charged for a $38 item!

  Regards,

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

• Initial Complaint

  01/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Williams Comfort Air serviced my old unit 8/4. It was found to be failing and they recommend a full replacement. A sales rep came out the same day. Noted he did a units check outside and recommended to replace unit for same size. He noted he could replace unit the next day in the attic. After signing the contract for install we were told because it was in the attic it needed inspector before install. We had to wait a week before inspection and install. The entire unit was replaced and new HVAC was installed 8/15. I noticed the exterior unit had several large dents and scratches. Two days later the new unit failed. It was serviced and two days later 8/19 it failed again. They felt it was the drain pipe had a double trap. Removed a trap and noted the drain likely had a trap. At this point the unit leaked and destroyed the hallway ceiling. After many phone calls the ceiling was replaced. The unit failed many more times and we had visits for repairs 8/19, &/20, 8/22 the. 8/29. The unit seemed to run ok but then failed again 10/1. It was found early on the external unit with damage seen had to be replaced. It is now winter and the heater has failed. I am again waiting on Williams to come out and service the heater side of my HVAC. Im requesting the entire unit be removed and my entire amount of money returned. I will go with a better HVAC company I can trust. Im pursuing this route first before I seek a legal remedy.

  

  Business response

  01/31/2024

  Thank you for reaching out. We are pleased that we were able to return to your home and remedy the issue. We also were able to provide you with advise for achieving the best performance level of your new system. Your cooperation was been greatly appreciated, and we hope that our recent service call will be the last. 

  Customer response

  02/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21185203, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have made multiple attempts this past fall and winter to contact a manager or owner from the company. I never received a return call. Many calls to my salesperson went unanswered after install and payment.  Williams Comfort Air only responded to us after we filed an official complaint with the BBB. I have lost all trust and question the competence with Williams Comfort Air. I should not have had to write the Carmel City building inspector to verify my suspicions that their reported fix to an improper drain they placed was against code. Nor should I have to ask to have a damaged exterior unit that they pushed off as being brand new, which their technician notes was leaking, be replaced.  
  

  I will not close this encounter until I receive a full refund as they state above. 
  The charge to my Amex card was $15,087.00 on 8/15/2023. 
  I am more than happy to be placed on a do not service list after my refund. Until the refund is submitted Williams will be liable for the service of the unit and any further damage it causes to my house. 

  
  Regards,
  
  Seth Moore

  
  

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My air conditioner didn't work this summer. After calling out Williams the repairman said I needed to replace the air conditioning unit. The man said I might as well replace the furnace at the same time. The main selling point the man gave was that, if I replaced both the furnace and air conditioning unit at the same time, I would get a guarantee for 5 years on the entire system, since Williams would be the one installing it. As such, if I had "any issues" I would just call them and they would fix it for free. So, I bit the bullet and financed $10,000 to have Williams replace both furnace and air conditioning unit at once. The install happened in June. However, about 2 weeks after the install I noticed that there was no air blowing in my back room. So I called them out. Per the receptionist, I had to pay $78 for them to come out and look at it, but if it was an issue with their work, I wouldn't have to pay it and they would fix it for free. According to the man who came out, one of the vent pipes in the attic was crushed, but he says they didn't do it, so it wasn't part of the guarantee; it was like that when I bought the house. Now, assuming that's true, that means Williams was in my attic for a FULL DAY, and never noticed the crushed vent going to the back room. Had they just informed me of the crushed vent at the time, I would have included the repair in the financing so I could have a functioning system. As it was, the gentleman told me that it would cost $700 to replace the vent. In December, I noticed the furnace had standing water on it. Since my old furnace DIDN'T leak, this HAD to be an issue with their install. Called them out, paid the $78 again, but this wasn't included in the guarantee either, since they used the old exhaust tube and THAT'S what was leaking. It wasn't leaking before, but repairman says that PVC can just crack at any time. $450 for them to come out and replace that, even though repairman says it's an easy fix.

  

  Business response

  01/09/2024

  Customers Statement of the Problem:
  My air conditioner didn't work this summer. After calling out Williams the repairman said I needed to replace the air conditioning unit. The man said I might as well replace the furnace at the same time. The main selling point the man gave was that, if I replaced both the furnace and air conditioning unit at the same time, I would get a guarantee for 5 years on the entire system, since Williams would be the one installing it. As such, if I had "any issues" I would just call them and they would fix it for free. So, I bit the bullet and financed $10,000 to have Williams replace both furnace and air conditioning unit at once. The install happened in June.However, about 2 weeks after the install I noticed that there was no air blowing in my back room. So I called them out. Per the receptionist, I had to pay $78 for them to come out and look at it, but if it was an issue with their work, I wouldn't have to pay it and they would fix it for free. According to the man who came out, one of the vent pipes in the attic was crushed, but he says they didn't do it, so it wasn't part of the guarantee; it was like that when I bought the house.

  That would indeed be a standard service call, as it would pertain to the ductwork, not the new system.
  
  Now, assuming that's true,that means Williams was in my attic for a FULL DAY, and never noticed the crushed vent going to the back room. Had they just informed me of the crushed vent at the time, I would have included the repair in the financing so I could have a functioning system. As it was, the gentleman told me that it would cost $700 to replace the vent.

  It is unfortunate that the installer did not notice the crushed ductwork during install. With attic installs such as this, visibility while working can be limited, and not being alerted to any concerns with the ductwork, they would be focusing on the unit itself, not the ductwork. The replacement cost included your discount, but we totally understand that it was an unexpected expense for you and apologize for not noticing it.
  
  In December, I noticed the furnace had standing water on it. Since my old furnace DIDN'T leak, this HAD to be an issue with their install. Called them out, paid the $78 again, but this wasn't included in the guarantee either, since they used the old exhaust tube and THAT'S what was leaking. It wasn't leaking before, but repairman says that *** can just crack at any time. $450 for them to come out and replace that,even though repairman says it's an easy fix.

  While this is certainly frustrating, it does happen. New systems provide new demands of existing components even when they appear to be in good shape. Had there been a crack in the *** at install of your system, it most certainly would have been replaced. If you still need the repair done, please contact me and I will be happy to discuss that with further with you.
  

  We sincerely appreciate your business and would like to earn your trust again by taking care of concerns you have. I have left you my direct line to contact me and would welcome your call.

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 13th 2023 Williams comfort air *************. My Heat on furnace had stopped working. Called for repairs I had purchased a new carrier furnace from them in 2015. I was told that my 3 yr warranty contract had expired. I was told also that I needed to get a new 3yr contract to renew furture repairs.I think she said it was $330.00 There was to be a $98 serive charge to diagnose the problem. Also the sevice fee would not be charged if they did the repairs. A service man name **** got to my home on July 12th about 10:15am. He looked and said the main circuit board had gone bad, and the board was an expensive part.About $700.as my Warranty had expired. He could come back on the morning of 13th to repace the board. I agreed to repair. I asked about cleaning the unit, he stated he would do at no charge. He returned to my home on the 13th about 9:30am. There was still a problem after replacement, and was told the the ************** was bad, and that had caused the circuit board to over head nd go out. Again that unit would be an expensive part.About $400. I agreed that it had to be done.He left to get the part,for about 1-1/2 hrs. After the moter replacement , the furnace now worked proper. He then cleaned the furnace, stating that no charge. I asked about ckecking the outside air conditioner, He stated he would look at it at no charge. The unit outside is 22yrs old and was needed to be repalced.Starting at $6000 for the job. I said I would let him know at a later date, The **** was to be $1481, This was to include the new 3yr contract for repairs. As the went to Write out his ****, his boss told him that I was still under my 10 yr warranty, and the **** would be ruduced to $1100. As they took off the service fee, it now came to $1000. **** left my home about 1:30pm. Total time here was 4hrs. - 1 and a half hrs to get the inducer motor.2 and 1/2 hrs for repairs Some of this time was for the free cleaning and check of the outside air unit. this took about an hr. I asked for a detailed receit and it was G-mailed to me. circuit board (oem) Part warranty $665. Inducer mortor 90% Part warranty $435. ---------------------------------------------- Total **** of $1100. - the service fee $100. ---------------------------------------------- $1000. Looking at **** they did not put on the new service contract fee. Rather than the labor fee, I was charged the part fee. I called the main company asking for a detailed **** She stated that this was it. I asked about labor charges She said they charge by the Job. Do I had a charge dispute ? *************************** ********************************************** **. ***** *****************

  

  Business response

  07/17/2023

  Client placed a service call for no heat on 7/10/23.  Technician determined that the control board had failed.  Client was quoted $1493 to replace the control board, noting that other issues may be present once board is replaced and furnace tested.  

  Technician returned on 7/13/23 to replace the board.  Upon replacement, determined that the motor had failed, which had been the cause for the failure of the board.  *************** all worked properly.  

  It was then learned that the parts (inducer motor and circuit board) were covered under a warranty and price for both the motor and the board replacement were adjusted total repair cost $1100, see attachment.  Correct prices were charged to client.

  Technician checked AC, found unit to be low on charge and due to age (22 years) recommended replacing unit.

  It is recommended that client begin semi-annual maintenance program on HVAC system to maintain manufacturer warranties. 

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an ** unit 6/10/2020, just under three years ago and it went out earlier this week. The ** unit has a 10 year manufacturer warranty from Carrier. I called the this company for repair as they did the installations, however the tech ***** said my warranty was void because I didn't pay them to come do maintenance on my unit or have a membership with them..."per the manufacturer". He said I could either pay for everything out of pocket, or "rejuvenate" my warranty for almost $300, plus a service call fee. He then tried to sell me a membership again. Since temps are extreme and I need my air to work on the near new unit, I did pay but contacted Carrier while the tech was still there. I have a case number which I can provide if necessary. The supervisor advised me that I have a 10 year manufacturer warranty on my unit. She stated there are NO requirements to have this warranty and that the company cannot void my warranty. She said there is no such thing as "rejuvenating" my warranty as it is still active. She said while maintenance is RECOMMENDED, it is NOT REQUIRED for the warranty. She said the company can refund my money and file a warranty claim as my manufacturer warranty is still active for 7 more years! ***** would not honor my warranty and claimed he called someone who told him that my only choices were to pay for repairs or rejuvenate the warranty since I didn't pay them yearly to come do maintenance.

  

  Business response

  06/12/2023

  My sincere apologies as there has been a misunderstanding. Please make sure to look at the back of your warranty certificate for all items regarding your warranty. Your parts warranty is not void and will always stand for 10 years; however, without maintenance your void your labor warranty. The air conditioner has not been maintained since we installed it. Maintenance would have prevented the issue or we would have caught it early. I see you did the system rejuvenation to reinstate your labor warranty, thank you. This made your part covered under a full warranty. HVAC systems run 10x more than your vehicle. f you didn't get maintenance on your vehicle it could break down just like your HVAC system. 

  Customer response

  06/12/2023

  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.]

   

  "This made your part covered under a full warranty." Per the manufacturer,  I did not need to do anything or pay anything additional to have my part covered under warranty as it is already under a 10 year warranty. 

  I was not given a labor only cost for the less than 2 minutes that it took the tech to install the part that was, and is still covered under full manufacturer warranty.  I was specifically charged to "rejuvenate" my warranty or pay in full. I was told during scheduling that I would only be charged the service call fee since the warranty was still in effect. Only to later be scammed out of almost $400 on a fake warranty.  Also I was never given a certificate.  I asked to see it on the techs screen and receive a copy but he did not have anything to prove the warranty was void and wouldn't let me see it on his tablet. One was emailed later but nothing that said my warranty was void. 
  
  Regards,
  
  *****************

  
  

  

  Business response

  06/13/2023

  I understand your are frustrated over the communication issue but please do not say we "scammed" you; it was simply a misunderstand and I apologize for that. You paid the system rejuvenation of $267 plus the $98 service and diagnostic fee for a total of $365. To replace the part under a part warranty only is $268 to $98 service and diagnostic fee for a total of $366. In conclusion, your system is under a PART warranty through the manufacturer. You system no longer has a LABOR warranty unless maintenance is performed. You save $1 by doing the rejuvenation. 

  Customer response

  06/13/2023

  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.]

   

  SCAM. I did not misunderstand. In fact, I asked the tech to show me proof that my warranty was void numerous times. He specifically stated the manufacturer warranty is void in response NUMEROUS TIMES. It is very convenient that AFTER I confirmed with Carrier that this was in fact a lie, that everything has changed. The tech never once said the words labor charge or labor warranty. Changing words now to make 

   

  BE ADVISED CONSUMERS :DO NOT USE THIS COMPANY!  THEY WILL SCAM YOU.

   

  I SPENT THOUSANDS OF DOLLARS FOR A NEW SYSTEM FOR THEM TO DENY MY WARRANTY COVERAGE EXACTLY 3 YEARS LATER (INTO A 10 YEAR WARRANTY) ... AND CHARGED ME HUNDREDS MORE TO "************** (WHICH IS NOT A REAL THING PER THE MANUFACTURER). THEY WILL OBVIOUSLY NOT MAKE IT RIGHT EVEN AFTER PROOF FROM THE MANUFACTURER 
  Regards,
  
  *****************

  
  

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I PAID FOR REPAIRS ASKED FOR REIEMBURSMENT WHAT THIS COMPANY SAID IT WOULD TAKE FOR MY HEATING AND COOLING DID NOT WORK AFTER THE FIRST TRY OR SECOND TRY. PLACES BLAME ON ANOTHER COMPANY AND WANTS ME TO CONSUME HOURS REPEATING WHAT THEIR TECHNICIANS HAVE DONE. I AM NOT THEIR EMPLOYEEE. I FIND IT OFFENSIVE WHEN THEY SEND THEIR PEOPLE TO MY HOME WITHOUT MASKS OVER AND OVER AND ARE PAID FOR A SERVICE THEY DID NOT COMPLETE PROPERLY ACCORDING TO WHAT THEY VERBALLY TOLD ME AS A FORMER CUSTOMER. THEY HAVE COMMITTED THEFT. THEY HAVE LEFT ME IN THE COLD AFTER RECIEVING MONIES. I HAVE ASKED FOR THEM TO BRING BACK THE OLD PARTS THEY TOOK OUT OF THE FURNACE AND TAKE WHAT THEY PUT IN. BECAUSE I AM OUT OF $600 PLUS DOLLARS AND STILL IN THE SAME SITUATION THEY NEED TO COME GET THEIR STUFF OUT OF MY HOME. THEY CAN PROVIDE YOU WITH THEIR DOCUMENTS THEY HAVE A PRINTER AND INK AND PAPER FOR THEIR BUSINESS.

  

  Business response

  10/26/2022

  According to our records, on Oct. 4th, we were called because the client's furnace was not proving hot air. Upon arrival, our technician found the breaker off and after turning it back on, he found a bad transformer. After replacing the transformer, the technician found the thermostat blank after having 24v to it. This means it required replacement as well. Client received the thermostat from the electric company so they are providing the replacement. (please see attached signed invoice agreeing to the repair and charges)

  On 10/17, we were called for service due to no heat in the home. Upon arrival, the technician found the transformer bad again and replaced it under warranty. Upon replacement, he found the main circuit board was bad and quoted replacement. The repairs were declined. (please see attached signed invoice # ******)

  Both visits we have suggested a visit from a comfort consultant due to the age of the equipment. Partial money from the repairs would go toward the replacement. The client called in very upset and asked to speak to a manager. The service manager did call the client to explain the issues with the system. By the end of the phone call the client became belligerent with yelling and cussing. The call was ended. 

  In conclusion, we have made very effort to explain the issues with the system. We have had two visits diagnosing and replacing the transformer that was agreed upon and the invoice signed. We will not be refunding any money for our service. 

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 8, 2022 I had Williams Comfort Air come to service my air conditioner for the summer. I used Williams because I had a coupon for an air conditioner tune-up for only $53. I also had two vouchers that Williams had mailed to me back when I had a maintenace package with them. The vouchers totaled $50 so I would only have to pay $3 for the tune-up. When I called for the appointment the offie lady said she saw no problem in me using those toward the service.The tech came and went straight to my furnace to give it its tuneup. I'de say he worked on it all of 10 mins an ame out an told me he couldn't go any further with the tuneup because I had a problem with a valve that was cogged or damaged and it was frseezing up the coils in the furnace. He told me that with labor and the part it would be almost half the price of replacing the whole syystem. By that time I was in shock for I had no idea my ************ were not working properly and I had no plans on replacing them anytime soon. This was the first day of the begining of the two week heat wave where temps were in the upper 90's and I was not wanting to be without air.Then he proceeded to start rattling off all of these prices and when I asked if he had any deals or senior rates or special offers he said no. He said I should have had their maintenace pkg and I said I could no longer afford them.I gave him my coupon and the vouchers for payment and he said he wouldn't take them he needed cash or a credit card. I said I was told by the office I would have no problem using them and he still refused them and wanted cash or credit card. I figured I could call back into the office and talk to the manger later on about the vouchers so I used my credit card to pay him. I forgot about the incident until I saw my statement and that is when I called their office to talk to the manager but no one passes you through to him and he doesn't return my calls from left messages. He has hidden behind his office people .

  

  Business response

  08/10/2022

  I would have been happy to help but the client has disputed the credit card transaction. 

  Customer response

  08/11/2022

  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.]

  The owner or manager said he would have worked with me if I hadnt stopped payment on the ****.  I had called my credit card company after they sent me the statement I signed when the tech was out to the house an told them that I did recognize that **** and it was mine.  As of now the credit card still has the **** as a credit on my account on this months statement; I dont know if it will change in-between now and when my statement is actually sent to me as a charge since I claimed it or not.  They could still change it to a debit when they complete the statement.  This **** is the one that I tried using my money vouchers on to pay for that would have covered $50 of the charge and I would have only needed to pay $3 to settle the balance.  I have been trying to reach out to a manager or a supervisor or the owner to see if I could keep the credit on my card and mail him in the money vouchers and $3 to cover the service but I can not get anyone to reach out to the owner or supervisor or manager to discuss that with him; therefore I need your help to try to resolve this problem.  *********** keeps sending me an email with my invoice to pay; they will reach out to me for that but not to call me to discuss the problem of not being able to use the vouchers for the service.

   

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

   

  
  

  

  Business response

  08/12/2022

  We have taken $50 off the amount owed for the two $25 vouchers. Please throw them away as we will not accept them any longer. The balance is $3. 

  Customer response

  08/12/2022

  Better Business Bureau:

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

  Regards,

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

  Please ask them to let ****** in accounting to know that so he will not be sending me more emails asking for $53.

  I will mail them a check or call in an put it on my charge card if they would prefer that.  Possibly ****** could send me an email to let me know which way they would prefer for me to pay the balance.

  Thank you Better Business Bureau for helping me out with this matter; I really do appreciate it.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/9/2021 Purchase CAIR free ***************** Maintenance for ******************************. for $199.00, Personal. On 11/3/2021 Purchase CAIR free ***************** Maintenance for ****************** for $199.00, Rental.These were Renewals, I have been doing business with them since 2014. Regularly Scheduled CAIR free tune-*** were suppose to reduce breakdowns by as much as 95% an lower utility bills by up to 30%. They cover Two Annual Visits (one Heating & one Cooling tune-***). On 5/24/2022 they came out for a Cooling tune-up on both properties. Our personal property Cooling system was performing well but the rental Cooling system was not working. On 3/28/2022 I paid $218 to Williams Comfort Air to replace a Single, Dual Run Start Capacitor on our rental unit furnace because it was not. working. On 5/24/2022 they said we needed a new furnace blower motor. On 5/28/2022 I paid $1,310 to Williams Comfort Air to install a new furnace blower motor on the rental furnace and the A/C still would not work. Now they said I needed a new coil which could cost more than $3000 dollars. I ask the technician shouldn't you have seen the blower motor was havening problems when you replaced the capacitor, why am I spending all this money on maintenance tune-*** and I having costly breakdowns. So I called Williams Comfort Air ****************** 3 times or more to speak with the Service Manger, he just blew me off, and never returned my call. I talked with a customer service rep a minimum of 3 times. I told them they were nickel and diming me, I have one CAIR free tune-up left on my Personal property, and two left on our Rental property and want my $299. refunded and credited back to my charge card. I let them know I have lost faith in them and our relationship is over. On 6/7/22 **************** said they would credit the 3 maintenance back to my credit card, it did not happen. I talk w/Cherry on 6/14/22, w/Chinnel 0n 6/29/22, & w/******** on 7/1/2022 with no resolution. I want my $299 back!

  

  Business response

  07/13/2022

  You are absolutely correct. i failed to refund the $289.50 to his account as I missed the email from memberships team. I have credited the credit used to pay for the blower motor. I have attached the receipt.

*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. ↩