ComplaintsforHome Comfort Experts

• Initial Complaint

  09/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dear Better Business Bureau,I am writing to file a complaint against Home Comfort Experts regarding a series of unsatisfactory experiences I have had with their service.On August 8th, 2024, I had an appointment scheduled with Home Comfort Experts between 12 PM and 2 PM. Unfortunately, no one showed up, and I did not receive any communication from the company. I called Home Comfort Experts to report the issue and eventually spoke with the manager, who admitted she forgot to call me. She promised to send me $50 in Home Comfort credits as compensation.After waiting several weeks without receiving the promised credits, I called again to follow up. I was informed that Home Comfort Experts would investigate the matter and that a manager would contact me. Eventually, I received $40 of the $50 promised credits, but I never received a call from a manager.Based on these experiences, I feel that this situation may be a form of retaliation. The lack of communication and failure to fulfill promises have been extremely frustrating and unprofessional.I would appreciate your assistance in resolving this matter.

  

  Business response

  09/16/2024

  Hello, 

  Thank you for bringing this matter to our attention and we apologize for any inconvenience you may have experienced. We thank you for your patience and understanding as we work to resolve the issue.

  We sincerely apologize for the missending of the proper amount of Comfort Cash. I have personally sent an additional $20 to exceed the $50 you were originally offered.

  We value your feedback and it helps us improve our service and ensure that such issues are addressed promptly. Please don't hesitate to reach out to us directly if you have any further concerns or questions.
  Thank you once again for your understanding and for giving us the opportunity to make things right.

  Customer response

  09/16/2024

   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.

  Thank you for looking into this for me. I received the additional credits in the mail today. Greatly appreciated.

  
  

  Thank you.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  He came out and cleaned and tuned up our air conditioner and he used some electric cleaner. He said it would be a total of $520. Then I had them price out how much it would be to clean out our air ducks and the quote was a $1000 and the guy said he couldnt do it because we had to much furniture in the way so we didnt get that service. The bill was sent and he charged us $1000 for that service which we did not have done. We called them and they were supposed to mail out the itemize the service and have not done it and they also said the guy did repairs when he did not. So the bill needs to be fix and adjusted to $520 for the the actual service that was done.

  

  Business response

  07/25/2024

  Hello, 

  Thank you for bringing this matter to our attention and we apologize for any inconvenience you may have experienced. We thank you for your patience and understanding as we work to resolve the issue.

  After having our accounting department review the charges with ***** Fargo we believe all adjustments and credits have been made. If you believe this is incorrect please give our office a call so we can better understand and review the account with you. 

  We value your feedback and it helps us improve our service and ensure that such issues are addressed promptly. Please don't hesitate to reach out to us directly if you have any further concerns or questions.
  Thank you once again for your understanding and for giving us the opportunity to make things right.

  Customer response

  07/26/2024

   I am rejecting this response because:
  
  The guy never preformed all the jobs that were said done the bill should have been $550

  they missed charged me and refuse to correct the issue. 

   

  

  Business response

  07/29/2024

  Hello, 

  I show the following services as completed. Replaced dual capacitor, added hard start kit, added new contactor, and installed a pristine air filter. These services exceed the $520 charge you described. These charges in addition to the club membership add up to be $1,390. The only service that was not received that you were refunded for was the duct cleaning.  That charge has been returned to the original payment method which was ***** Fargo. Please call our office with any further questions. Thank you. 

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called them to put in a new sump pump with a battery back up because my current pump is still working but is getting older and i read they could do the job the same day. I wanted to get ahead of the ball game and was going out of town for the weekend. ****** and ****** showed up I told em what I was looking for a new pump/secondary pump with battery back up and wifi notifacations if possible and showed them the basement. went out side told em where I wanted the pipe to come out of the house went back inside ****** wrote up the quote he mentions the club membership and I told em whatever you can do to make it cheaper the better. I asked how long I had to be a member he tells me you can cancel membership anytime. He asks me if i had email for the invoice. tells me they COULDN'T do it the same day. I told him I was going out of town that evening and He asks me how I was paying for it I said I will pay for it now. I paid for it and made arrangements to have my mother come over and be home when they came to do the work. I get a call saying they are done ****** tells me everything is good. I asked about the pipe out the back tells me they didn't move the pipe to much water. I get home sunday night and I saw that they only put in a battery backup and they put the pipe in the same pocket as all the drain pipe for the shower. NOT anywhere close to where I asked them to put it. I paid for something I thought I was getting and didn't. I called twice to get an itemized bill no call back. I text them and told them I was very unhappy with what I paid for and where they drilled out of my house still have not heard from them. what I thought I was getting and what I got are two completely different things and where they put the pipe out the back was completely wrong. the parts I paid for you can find on the internet for less than 400 apiece and if you do the math this ******* for a battery back up installed is RIDICULOUS i still have not gotten a call back

  

  Business response

  07/29/2024

  Hello *****, 

  Thank you for bringing this matter to our attention and we apologize for any inconvenience you may have experienced. We thank you for your patience and understanding as we work to resolve the issue.

  I have attempted to reach out to you directly to resolve this and have been unsuccessful. We hope to hear from you soon to resolve your concerns. 

  We value your feedback and it helps us improve our service and ensure that such issues are addressed promptly. Please don't hesitate to reach out to us directly if you have any further concerns or questions.

  Thank you once again for your understanding and for giving us the opportunity to make things right.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have asked Home Comfort Experts for a copy of the warranties and guarantees that I was told were included in my furnace and air conditioner purchase, IN WRITING, for the last 18 months; ever since I purchased from them on January 10,2023, total purchase price was $11,915. I was provided a photocopy of the list of guarantees that Home Comfort sales rep ***************** had reviewed with me. It is a page out of his sales Power Point deck, no Home Comfort logo on the page, anyone could have created this page. It is not a Home Comfort guarantee. Guarantees reviewed at the time of sale include: 1. Comfort Guarantee...we will make all repairs necessary to reach desired temp at no charge for a period of 5 yrs. 2. 24 Hour Fix It or Hotel Guarantee 3. "No Lemons" Guarantee if the A/C compressor fails during the first 10 yrs....or the heat exchange in my furnace cracks in the first 20 yrs. ...we will remove the entire unit and install a completely new one. 4. Install Workmanship Guarantee 5. 2-year100% money-back guarantee 6. Lowest Price Guarantee. I sent 10 emails and called the main office several times asking for these guarantees, in writing, for my records. On April 4, 2023, I called and asked to speak to either ******************* or *********************; I was told they were not available. I asked ****** Web if she could forward my emails to ************ or **************, so they could have the info on why I was trying to contact them. I was told that the office didn't have their email addresses and there was no way to forward my emails to them. Both **** and ****** responded that they sent me a "welcome packet", which includes an invoice noting a mfg. warranty (I assume) for the Trane A/C and furnace, not the Home Comfort guarantees listed 1-6 above. On 11.27.23 I was told ************* "will get back with me". When a Home Comfort tech was at my home this past winter, and when a newly hired tech was at my home on 7.2.24, I noted I would contact the BBB this wk, if nothing

  

  Business response

  07/19/2024

  Thank you for bringing this matter to our attention and we apologize for any inconvenience you may have experienced. We thank you for your patience and understanding as we work to resolve the issue.
  

  An email was sent to you today including the documents you requested, I sincerely apologize for the extreme delay you incurred with receiving these. We value your business and promise to be more timely in the future. 

  We value your feedback and it helps us improve our service and ensure that such issues are addressed promptly. Please don't hesitate to reach out to us directly if you have any further concerns or questions.

  Thank you once again for your understanding and for giving us the opportunity to make things right.

  Customer response

  08/08/2024

  With respect to my complaint, on 7/22/24, Home Experts did not understand my request for a written guarantee.   I responded back to Home Comfort, once again, what I was requesting:  the Home Comfort Expert list of guarantees offered verbally at the time of sale, in writing, with the Home Comfort logo, so it could be a legally binding guarantee.    The good news for me is the Hone Comfort Customer Serv associate who replied to my email understood what Ive been asking for and followed up internally with Home Comfort managers.   I received an electronic copy and then a signed copy of the guarantees in the mail last week.
  
  Thank you,
  
  ***********************
  ************************* 
  

  
  

  

  Business response

  08/08/2024

  Hello *****, 

  I believe from your statement this has been handled to your satisfaction however you responded as a rejection meaning you disagree with our handling of your complaint.  If there is something else you are needing please let me know I would be more than happy to further assist. 

  We appreciate your business and feedback! Thank you!

  Customer response

  08/09/2024

   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.   I notified the BBB Northern IN this in my email dated 8/1/24.

  The reason for my 8/1/24 email was to notify the BBB that I did not receive the email message dated 7/22/24 on the BBB site.    I was notifying the BBB there is a problem with the BBB email notification process, not that the merchant did not (finally - after 7/22/24) resolve my complaint.

  I appreciate the email I received from Dispute Resolution Specialist ********************* on 8/8/2024, however, there was the assumption that the BBB 7/22/2024 was most likely sent to spam/junk email folders by my **************** provider.   It was not sent to these folders, I checked.   I also noted that instead I received a "promo" BBB email instead on 7/22/24.   I provided a screenshot of this promo email.

  I was hoping my note would be forwarded internally to whomever handles the email communication to BBB filings.

  Thank you

  **********************;

   

   

  
  

   

   

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  paid FOR Gold HOME SERVICETAKE $ ***************************************************************** December was to come back in 6 months to service AC in June ** June set up July 5 2024 to check AC O)n July 1 office cancel Can come out in August 2 months late AC is FULL OF LEAVES FROM LAST FALL OVER Heat try keep up Will not come for PREPAID SERVIE Want till breaks down Tell need new system BEEN ON YOUR SERVIE FOR 10 Years

  

  Business response

  07/15/2024

  Thank you for bringing this matter to our attention and we apologize for any inconvenience you may have experienced. We thank you for your patience and understanding as we work to resolve the issue.
  

  We apologize that our schedule could not accommodate your routine maintenance at an earlier time, we value your business and try to serve all of our club members with urgency and priority. Unfortunately, the weather has not been our side this season with an incredibly high number of customers with out cool during the time of your appointment causing us to request our customers who have working ac to reschedule their routine maintenance to accommodate the customers without cooling to be seen. Customers who are rescheduled are given a ****************** cash credit for the inconvenience and placed at the next available maintenance appointment with the opportunity to be pulled forward to an earlier time. An earlier time was presented to you today and we will keep presenting earlier times as they become available. As always, if the need arises and you need emergency service we have service technicians available to serve you typically within the same or next day. 

  We value your feedback and it helps us improve our service and ensure that such issues are addressed promptly. Please don't hesitate to reach out to us directly if you have any further concerns or questions.
  Thank you once again for your understanding and for giving us the opportunity to make things right.

  Customer response

  07/16/2024

   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.

  
  

  Thank you.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August 2022 Home Comfort Experts (HCE) installed a new furnace & A/C at our home. On March 15, 2024 we had our furnace serviced and the Tech accidently forgot to reconnect the condensation hose causing our laminate flooring to become water damaged & warped. HCE sent out Town ******************************* removed a 3' x 4' section of our floor and replaced it (temporarily) with cardboard and red duct tape. *************************, Brand Safety Leader from HCE came out and determined that 380 sq ft area needed to be replaced. He requested we look for flooring & choose one we liked. We went to 7 different flooring companies and selected the laminate flooring that would go best in our house, however he claimed that the pricing was too high. We were told after searching for flooring that HCE would only pay for $2.50 - $3.00 per sq ft and **** would do the installation himself. None of the flooring at that cheap price met our requirements and we found flooring at $5.00 per sq ft. which is a reasonable price (we are not interested in purchasing the most expensive flooring available). Since this impasse, our claim was forwarded to their insurance company (********) who asked us to get two quotes, which we did and then they low balled their offer at half the cost of the quotes. I have written to ***************** the Owner of HCE and still have not received a response. All I am asking is they take full responsibility for damaging my laminate floor and fully replace it with Core-Tech Bravado Pine #VV456-0705 from ****** Floor Covering in Elkhart or ***** Floors in *********. I expect them to fully pay for the materials and installation since they damaged my floor and caused me a great deal of stress and inconvenience.

  

  Business response

  07/15/2024

  Thank you for bringing this matter to our attention and we apologize for any inconvenience you may have experienced. We thank you for your patience and understanding as we work to resolve the issue.
  

  We are following up with our insurance adjuster to see how we can further advance the resolution of this matter, as you stated this has been handed over to our insurance adjuster and is therefore being handled directly with ********. 

  We value your feedback and it helps us improve our service and ensure that such issues are addressed promptly. Please don't hesitate to reach out to us directly if you have any further concerns or questions.
  Thank you once again for your understanding and for giving us the opportunity to make things right.

  Customer response

  07/15/2024

   I am rejecting this response because: Home Comfort Experts ***************** Sedgwick is only offering to pay $4,116.22 to replace my floors when the quotes submitted to them were for: $5,890.39 - ***** Floors & $7,484.66 - ****** Floor Covering.  I expect the full price of one of the two quotes.
  
  
  

  

  Business response

  07/19/2024

  Hello,

  The offer you received exceeds the damaged area allowing all the flooring to be replaced to provide a seamless replacement, the offer includes installation and materials needed less depreciation in the amount of $4,116.22. Since an agreement could not be made in house with Home Comfort, this is being handled with a 3rd party insurance adjuster and is no longer handled in our office. All negotiations and claim handling will need to be directly *********************. If you need further contact information for them please call our main office and ask for ****** or **** and we will be happy to help you navigate contact with ********.  

  Customer response

  07/19/2024

   I am rejecting this response because: Home Comfort Experts is not taking responsibility for the damage they incurred and are passing it off to a third party.  The Third ***** ********************* is not reimbursing us for the full amount of the replacement of the flooring HCE damaged.  If full payment (from the estimates) is not paid, then this will be taken further to Small Claims Court.
  

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Nov 2023 we were having issue with our heating not coming on, Home Comfort had recently done the winter tune up of our HAVC system. *************************** was our technician, and he inspected the furnace, the only thing he found was a visually darken marks on the ********************** which he called " Burn Marks" he determined by visual observation that the ************* was bad. He did no testing of the board. He quoted a price of $738.00 for the replacement board. I question that cost as I use to do pool heater repairs in my business, (I retired 10 years ago) and ************* where never that expense. He proceeded to tell my wife and I that this will leaded to a catastrophic failure of the furnace and we would loss heat. I've been able to get the furnace to restart by resetting the breaker. ****** just used such graphic description of us being with out heat it scared my wife and she insisted on having the repaired done. He assured us that he could have the replacement part in two days as it was a Sunday and parts houses were closed. We paid for the replacement Board on 11/5/2023 Invoice # *******... we never heard from ****** it was about three weeks later that the same issue happen again. I reset the breaker unit came on .. we called Home comfort Expert. and complained about the lack of no communication. ****** called the next day and said he had the part. He came out on 12/14/23and replaced the *************.. Two weeks later we had the same problem... I called anther company. They came out showed me how the circuit board will give an error code and tell you exactly what is wrong.. so we waited until problem occurred again.. replaced the flame sensor, problem resolved for less than $150.00. 1) the ************* was not defective. I keep the old Board... 2) parts are readily available, Should of never taken 36 days to get.. 3)Cost is ******.. Not the $738.00 .. Home comfort Experts showed poor communication, knowledge, and false advise in dealing with us.

  

  Business response

  06/24/2024

  Hello Kent, 
  Upon review of the account and images supplied the following information can be provided. Due to the ***** on the circuit board and no codes present at the time of the visit our technician used his technical judgment to determine he circuit board had failed. After completion of the circuit board repair the system was operating as designed. This repair corrected the problem to our knowledge.

  Upon hearing of your dissatisfaction, we offered to have a technician out at no charge to reevaluate you opted to have a different company out to provide service. Our work comes with a guarantee, we could have came out at no charge, reevaluated the issue, realized it was the flame sensor and replaced it at no charge.

  As for the price of the part it includes the part, the labor, as well as a 2 year warranty, therefore if the part was defective from the manufacturer or failed again we would replace it at no charge. As for the length of time it took to receive the part,the part had to be specially ordered from the Revolv manufacturer as our supply houses do not carry the part. Parts may be readily available online but we only purchase parts from trusted suppliers or the manufacturer directly. 

  Unfortunately, we are all humans who make mistakes and a misdiagnosis is possible in every industry, we attempted to make it right with a free second opinion, in addition to offering a club membership free of charge for a year for the inconvenience. All of which was denied. At this time no refund would be provided as a service was provided for a repair that would have been needed due to the condition of the circuit board. If you would like no further communications from us that can be arranged. We appreciate your business and value your feedback, it allows us to better understand the areas in which we need to improve and grow. If you need anything further please do not hesitate to reach out to the office to discuss this further. 

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid for a year contract for hvac in May 2, 2024 and we agreed that day for annual maintenance on our units. They installed a new filter and cleaned the outside ac condenser. We asked the tech **** to leave the ac on. We had no need to use the furnace or the ac since that time because the weather was comfortable. However, on Sunday May 19th the weather reached 86 and the house temp sat at 78. When we tried to turn the air down, nothing happened. We called Home Comfort Experts. ******* put us in a list for service on Tuesdaytwo days later. We called Monday to ask if we could be moved up because we are elderly. We were told by the company customer relations representative ****** that there were not enough techs to handle the load of calls necessary. We asked to cancel the contract at that time17 days later. We were told that although we were Club members there was no refund. Consumers beware of their service commitments. And NO REFUND POLICY. Although they said they emailed a contract out, it was not opened according to their records. We did not receive any email from them! Beware. We paid 200$ via our Chase credit card at time of service for the contract.

  

  Business response

  05/22/2024

  Hello ******, I apologize you are having an issue with your air conditioning and we did not meet your timeline expectations for a service appointment. We strive to take care of all of our customers in a timely manner especially in conditions like these with extreme weather. I understand having to wait an extra day for service was not convenient and may have caused discomfort and for that we do apologize. However you are correct as stated on the signed agreement that was emailed to you again yesterday and we show record of the second email being received and opened there is no available refunds for our club memberships. If you would like to use the maintenance visits included in the club membership you are welcome to. We would appreciate the opportunity to provide you excellent customer service. We appreciate your business and again we apologize for any inconvenience. If you need further assistance please reach out to us directly at the main office at ************!

  Customer response

  05/22/2024

   I am rejecting this response because:

  1.  I did not receive an email that disclosed no refund policy when I signed up on May 3. I even checked my junk mail. 

  2.  I would not have agreed to a service contract that makes me wait 2 days for service. This was not explained to me by the technician initially. 
  

  3.  I believe I have been treated poorly by this organization and in a way that is not customer oriented. 
  

  4.  I did not know that a contract would be emailed to me because the technician didnt mention it. 

  
  
  

  
  

  

  Business response

  05/22/2024

  I have attached the signed agreement to this response. This is the same form each Club member signs and it states clubs are non refundable. Our typical service availability is same day service, due to the surplus of customers without cool we were not able to provide same day service to you, this is not typical for us. Again we apologize we did not meet your expectations, however a refund is not available for the club membership per our policy.

  Customer response

  05/23/2024

   I am rejecting this response because:
  The technician had an iPad that he scrolled through and told me to sign when he visited. He did not explain what the documents were that I was signing. I couldnt read it clearly. We are elderly with chronic health conditions and needed prompt attention. Where is the satisfaction guarantee under these conditions?
  
  

  

  Business response

  05/29/2024

  Hello, 

  While I understand the resolution is not what you were anticipating our company policy is that club memberships are not refundable, as stated before you are welcome to render the services provided to you with the club membership you purchased but a refund is not available. You are welcome to use the maintenance visits during heating and cooling season as well as a plumbing inspection at your convenience. 

  We offer a satisfaction guarantee on any services rendered at this time no services have been rendered.  

  We value your feedback and it helps us improve our service and ensure that such issues are addressed promptly. Please don't hesitate to reach out to us directly if you have any further concerns or questions.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received an estimate on March 12, 2024, to have three mini split units installed in my home. During the appointment I said if we need to upgrade our breaker box/electrical panel we do not want to go forward with the ** install as we do not plan to upgrade this for another 2-3 years. This was my only concern. I was assured by the sales representative, ***************************, that we would not need to upgrade this to accommodate the new **s. He even made a call to his manager this is who ******* said he spoke with and after the phone call he reassured me we would not need to upgrade the electrical panel. The **s were installed, and I was told the electrician would come out to finish the job and I would be contacted to be put on the schedule. I was not contacted and had to call. The electrician came out to finish the project. He informed me they would be unable to complete the installation because we needed to upgrade our electrical panel and it would be an additional fee. He left and their company called me back to inform me this would be an additional $4,500. I said that we had already paid for this job through Home Comfort Experts and to speak with you. Then I received a text from *******, the original sales representative advising the electrician notified HCE that if they did the install, it would be over the total amperage it can handle, and we would need to upgrade to a 200-amp panel. He then said, our normal panel upgrade for a 200-amp service is $4,500 but since it would be a panel upgrade with your mini split and no stand alone, they said they could knock off $1000 and only do it for $3500. Or alternatively you guys could utilize your own electrician. I replied after he sent me a copy of the original quote advising that I was told by him that if we didnt use our pool heater, we wouldnt need the upgrade. I reminded him that this sort of upgrade was not something we were prepared to do for another two years and we do not want to move forward if an upgrade is needed. He reassured me that if we do not use our pool heater that it wouldnt be an issue. He said $3500 is a great deal on a 200-amp panel and he regularly sees companies that charge $5,000+ and that this would only change our monthly ***** Fargo payment by about $40/month. I replied that I am in the property management business, and we normally spend $1,500-$3000 for this type of upgrade. That this job was paid in full to you guys by **************** when we opened a credit card with them. I asked for him to escalate this to management as I was going to be out of town for a week, returning on Friday April 19th, as I will not be paying for any additional services. I also said if we cant move forward then please schedule these units to be removed from my home, have my home repaired, and refund me in full. I then had to reach out again Friday the 19th asking for an update at 9AM. I received a response at 4pm from ******* advising his manager would send someone out on Monday for an assessment around noon. I confirmed I would be available. Monday April 29th came, and the tech didnt show for the noon appointment. I called at 1 and said he would be there soon. 2pm came and I called back advising nobody had showed up and I had to leave in 30 minutes to pick my son up. The tech showed up at 2:40 as I was leaving my house, he said he didnt have my appointment on his schedule until I called at 1 and he was over an hour away. I let him in and told him where the panel was. I called again when I got home and was told I would be called back by management. I asked them to text instead because I work and am in and out of meetings. I never received follow up. I called Tuesday April 30th at 9:52AM and asked for an update. I was told I would receive a call back regarding the techs assessment of the panel by the end of the day. I never received follow up.I called again today, Wednesday May 1st, 2024 and was told I would receive follow up by 4pm. I requested an email of the manager who is supposed to contact me, this was not provided. It's now 5:46pm and I have not been contacted again for a third day in a row after multiple promises. Ive always had a great experience when using Home Comfort Experts for my plumbing needs and am a part of their Comfort Club Membership. I would like to continue doing business with them as I believe this to be a one off issue. Desired resolution: Either finish the installation without further exchange of money/funds, or un-install the **s, repair my home, and issue a full refund.

  

  Business response

  05/10/2024

  Thank you for bringing this matter to our attention and we apologize for any inconvenience you may have experienced. We thank you for your patience and understanding as we work to resolve the issue.

  
  Our Sales Manager, *****************************, has made the decision to replace the electrical panel at no expense to you. We are navigating available appointment times with our electrician and will reach out with that appointment date as soon as we have it. 

  
  We value your feedback and it helps us improve our service and ensure that such issues are addressed promptly. Please don't hesitate to reach out to us directly if you have any further concerns or questions.
  Thank you once again for your understanding and for giving us the opportunity to make things right.

  Customer response

  05/10/2024

   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.

  
  

  Thank you.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have well documented my issues with HCE with reviews on BBB, ******* Yelp, etc. They lied about the services they were to provide, it took several calls and email threads to get 6 different technician visits to try and complete the services correctly (and still didn't as we have a non-working humidifier installed incorrectly which we never wanted and they failed to remove during any of the 6 house visits).The absolute kicker to all of that is that a month later they randomly start charging one of my credit cards additional fees! There was no communication at any time before or leading up to the mystery charge this morning. It has been reported as fraud with my credit card company as it was never authorized, and I will be getting a new card and card number.Between the abusive customer service (***********************), the lies from the PM/sales guy (***************************), the shoddy workmanship of service and install techs, and now the straight up fraud this place needs to be put out of business.

  

  Business response

  04/22/2024

  Thank you for bringing this matter to our attention and we apologize for any inconvenience you may have experienced. We thank you for your patience and understanding as we work to resolve the issue.
  

  We may be experiencing some communication issues. We have attempted to get you on the schedule for our install team to return to your home to address the concerns you have mentioned but no return appointment windows were provided to us. If you would like to reach out to us directly we would love to get this corrected for you.  

  We value your feedback and it helps us improve our service and ensure that such issues are addressed promptly. Please don't hesitate to reach out to us directly if you have any further concerns or questions.
  Thank you once again for your understanding and for giving us the opportunity to make things right.

  
  

  Customer response

  04/22/2024

   I am rejecting this response because:

  the official complaint issued was over the ***** you committed by charging my credit card $15 out of nowhere

   

  
  

  

  Business response

  04/29/2024

  Thank you for bringing this matter to our attention and we apologize for any inconvenience you may have experienced. We thank you for your patience and understanding as we work to resolve the issue.

  We have investigated this with our accounting team and our club membership coordinator, and we determined this was an office oversight. The $15 charge has been submitted back to the card billed. The charge was for a maintenance plan that costs $7.50 per piece of equipment but this was gifted to you at the time of installation providing you routine maintenance for 1 years time. This was never intended to be charged to you however an error on our side caused you to be charged. This has been corrected and you will not be charge again. We sincerely apologize for the inconvenience we may have caused.

  Thank you once again for your understanding and for giving us the opportunity to make things right.

  Customer response

  04/30/2024

   I am rejecting this response because:
  I have not received any refunds as stated in their response, further indicating their lies, fraud, and shady business practices. I receive instant notifications from my credit cards app and still show the charge of $15 on 4/13, no refund or reversals, and no adjustment deposits on their behalf. 
  
  

  

  Business response

  04/30/2024

  Good morning, our accounting team notified me this morning that the refunded $15 charge was returned to us due to the original payment method no longer being valid. A check will be mailed in its place. Check refunds do take up to 4 weeks due to the processing method from our corporate office.  Please allow 4 weeks for this refund. Please don't hesitate to reach out to us directly if you have any further concerns or questions. Thank you once again for your understanding and for giving us the opportunity to make things right.

  Customer response

  04/30/2024

   I am rejecting this response because:
  
  Ill believe it when I see it. Given the false promises and blatant lies, forgive me for not just believing that a check is in the mail and should arrive in 4+ weeks

*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. ↩