ComplaintsforComfort Engineered Systems, Inc.

• Initial Complaint

  03/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a generator on July 29, 2021 and was installed on Oct 3-4, 2022. I called the ************************* Office to get the generator inspected. I was told the subcontractor must schedule and there was not an inspection on the schedule. The following on the dates I have called:Nov 22 - left message Nov 28 - told would get with Mr. ***** (he was on another line). He would come out and certify.Dec 1 - ***** will et with inspectors. Have heavy load.Dec 13 - Left message with answering service.*** called back and said ***** out of the office and will call in morning.Dec 14 - ***** called. Needed to research who the inspectors are. Certain inspectors do certain parishes. He will call contractor officer (***** people).Dec 15 - Received e-mail from ***. Spoke to ***** about inspection and he will call in morning. (never did)Jan 19 - Left message. ***** out of the office. Will call in morning. (Never did)Jan 25 - Left message. ***** out of the office. I e-mailed.Jan 27 - Received call from ***** while driving. Called back and left message. He called and said had dropped the gun. Will have contractors go to permit office next week. Feb 13 - Left message with answering service.Feb 27 - Called. ***** no longer there. ** will call in morning. (Never did). I said this was my last call and I will file a formal complaint with the BBB.Mar 2 - E-mailed.My generator is installed. Until it has been inspected, it is Comfort Engineered Systems responsibility for any problems. The installers were great at their job, but a permit needs to be closed out.

  

  Business response

  03/19/2023

  We have no issues completing inspections on ***********************. For Plaquemines Parish the permits can't not be filed online and has to be mailed in or hand delivered. We will check and check on the permit status. Sorry for the delay. 

  Customer response

  03/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action 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,
  
  ******/*******************
  
   
  There have been numerous opportunities for this permit as previously stated.  I just called the permit office *************) and a call is accepted to set up an inspection.  Once the inspection date has been set up, the ************************* Inspector and your company must be there for the inspection. 

  

  Business response

  03/31/2023

  Plaquemine Parish is not on a web based permitting and scheduling system and all transactions are on paper and by phone. We finally have their inspections scheduled for 1:00pm 4/3/2023. This should resolve this matter. 

  Customer response

  04/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action 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,
  
  ******/*******************
  
   
  

• Initial Complaint

  02/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On Aug 25, 2022, I made a down payment of $8707 by check (cashed) to *********************** of Comfort Engineered Systems (now located at ****************************************************************************************************************; ************) for a Generac Whole House Generator. I have received no contact or information since and the generator has not been installed. My many calls have gone unreturned and I'm beginning to think this may be a fraud. I've threatened legal action to no avail and I'm at a loss to know what to do. Don't want to do business with this firm and now want to cancel the purchase with return of my refund.

  

  Business response

  03/19/2023

  We have a very simple proposal that clearly states that our customers have 3-business day right of cancellation. In this case it wasn't exercised.  The reason is we invest a lot into each installation and that starts the minute we sign the proposals. We have responded and sent a letter to our customer to notify them that we are getting ready to start their generator installation. We also notified them that St. *************************** requires a survey and that we need that survey to complete the permit application. We are looking forward to installing their generator as we are will all of our customers. ll us why here...

• Initial Complaint

  01/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  *****On 3/10/2022, my spouse and I contracted with Comfort Engineered Systems ***** to purchase and install a generator at our house in ************************************************************ by August 2022. We put down a $10,000 down payment towards this installation.2---In July 2022, we received a letter that due to the supply problem, our generator will be delayed. In October of 2022, we made a decision to move closer to family in *********** and sold that house.3 ----Since that letter, we have received no communications from Comfort Engineered System, ****4----We have tried to contact Comfort Engineered Systems **** numerous times. We have reached out to the company via phone with no response or unreturned messages. We have sent two certified letters to the company at address listed in ********* Secretary of State website and the registered agent, Mr.***********************, listed on the same website. Both letters have been returned to **. The **** was unable to deliver these letters.5---At this point all our attempts to contact this company have failed.6---At this time we would like a refund of our down-payment of $10,000 to resolve this matter.

  

  Business response

  02/02/2023

  We have had extended installation times do to the inability to scale our installation crews with the high-quality staff we require. We have found additional personnel and have increased our installation capacity and have reduced our backlog of installation. We are running into delays do to permitting delays with the City of New Orleans. They have a long lead time on some permits. We will reach out to this customer directly and give them a timeline for their installation of their generator. 

  Customer response

  02/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action 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.]

   

  Ref: ID ********.   We do not live in *********** any more.  Our house ********************************************************************************** was sold in September 2022.  We are no longer interested in a generator and would like the refund of our prepayment of $10,000.00 

  Please refer to the DESCRIPTION OF THE COMPLAINT # 3 , # 4, #5 and #6
  

  
  
  Regards,
  
  Edakkandiyil & ***************************************
  

  Feb 3, 2023
   
  

  

  Business response

  02/11/2023

  We are sorry to hear about your difficulty contacting us. We suggest using *************** to contact us as we answer those emails. We receive mail, texts, emails and calls every day from customers, so we are surprised about the difficulty with contacting us. We have attached the proposal which shows there is a 3 day right of cancellation. Since we don't have any correspondence to any effect. We have administration, and many other expenses that apply to all orders. We will have to develop a % for those charges. thank you for your information. 

  Customer response

  02/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

   

  1. The contract provided to us does not provide a date by which we must cancel by. Further, any conversations regarding this contract were done by phone and no date was specified.

   

  2. No action has been taken about installing our generator and no administrative costs have been detailed. 

   

  3. On March 10, 2022, a down payment of $10,000 was made. 

   

  4. We have had to go to extraordinary lengths to provide our correspondence and receive a response. We have sent 2 certified letters to the addresses listed on the ********* Secretary of State website (both of which were returned undeliverable), we have emailed at least twice, we have called numerous times and was told that some one will call back. Now we're having to go through the Better Business Bureau.

   

  5. At this point, we are two retirees on a fixed income who simply want to be refunded our money and go our separate ways.

   

  6. Anything short of a full refund of our down payment is unacceptable.

  
  
  Regards,
  
  Edakkandiyil & ***************************************
  
   
  

  

  Business response

  02/16/2023

  We understand the situation. Unfortunately, this isn't a returnable commodity. This is immovable property that needs to be installed in order to operate. That requires a lot of resources such as licensing, insurances, materials, labor to install and takes overhead to manage all of the functions of being a contractor. We have other costs associated with every sale we make, such as sales vehicles, sale salaries, commissions, sales management, communications and the electronics needed to make the presentation for the sale. This sale was made Thursday 3/10/2022 so the right to cancellation would have 3rd business day which would have been midnight Tuesday 3/15/2022. ***** find the invoice with the transaction date. Under these circumstances we are open to returning a portion of the payment for this project. We will calculate the costs associated with this project and notify you of the amount. Thank you for your patience. 

  Customer response

  02/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action 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.]

   

  1---The generator has not to date been installed, therefore by law it is not immovable property. It is moveable property. It would become immovable property when it becomes affixed to a home.
  
  2---Currently, there is nothing to return as nothing has been installed. Assuming you have the generator in your inventory, it is something that your company will turn around and provide to another customer and make a profit.
  
  ***** which point the company altered the contract and asked us to bear with them while they sorted out their logistical issues, we obliged. However, we sold the house (which does not have a generator) and have tried to asked the company to bear with us.
  
  4---This whole process feels as though the company is trying to nickel and dime two elderly people on a fixed income and not showing us the same level of respect.
  
  5---As the generator has not been attached to the house,there has been no labor to install and the overhead of contracting to install it. No measurements were taken, engineering plans developed, or any contracting work contemplated or started.
  
  6--The minimal contact with your company was a singular in person meeting with a salesperson. In fact, this is the first time we have ever received a copy of this invoice from your company.
  
  7---Since that meeting, the only correspondence we have had with your company has been an unfinished contract without date for cancellation,a singular letter informing us of a delay due to supply chain issues, and this back and forth conducted through the BBB. So whatever costs your company may have incurred should be minimal at best.
  
  8---However, in an effort to resolve this matter, we will listen to your offer.

  9---If there is a proposed charge/fee, we require actual proof of earned fees. For instance, if your company says they paid for a permit, we require a receipt from that agency showing that you did in fact apply for that permit. 
  
  Regards,
  
  Edakkandiyil & ***************************************
  
   
  

  

  Business response

  03/09/2023

  We have provided answers and stand by those responses. We have had no issue receiving and responding to mail, emails and texts. We look foward to communicating with our customer about the issues. 

• Initial Complaint

  01/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I paid *************** of Comfort Engineered Systems $15,979.57 in full, in advance, to install a home generator system in our home. He told us it would be around February, 2022 before it could be installed. We signed the contract and paid him in full on 7/16/21. Through most of one year, I was in the hospital or recovering from 3 operations. Beginning in February or March of 2022, whenever I inquired, ************** kept promising us to install the unit "soon" or "next week." To date, the only thing that has been done is to install the gas and electric line and pour the concrete slab for the unit. The major expensive part of the job--the delivery and installation of the generator (and accessories) remains undone. Our side yard remains nothing but dirt (no grass) as we hesitate to regrass it until we know that the underground lines are properly installed and working. We went through the last hurricane season without the protection we paid for and were promised.I am 79 years old. I purchased this unit mainly so I would not have to evacuate for any but major hurricanes. Any help you can provide in helping us have our unit installed properly would be most appreciated.

  

  Business response

  02/02/2023

  This project is in the *********** and ****************************** has had the permit application for some time now and we are waiting on their approval. Once we receive the approval, we will set their generator. *********** is known for long turnaround times. We apologize for the delay, but we are certain this should be cleared up soon. 

  Customer response

  02/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action 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.].

  ************* has been untruthful with us on many occasions which I can verify with texts promising installations soon, next week, etc.  None of these many promises to us have been fulfilled.  Also, the internet, in addition to your website, is replete with complaints of numerous customers with whom he has also promised, but not fulfilled his promises.   So I would require seeing ****************** copy of the permit application which I will then verify.  

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

  
  

  

  Business response

  02/11/2023

  We apologize for the delay but we did prep this job as a courtesy ahead of almost 70 other customers. We dug almost a 75-foot-long trench and poured the generator pad in a location recommended by the customer. Laid in the electrical and gas line. We filed for the building permit and received the approval. We now can file for the trade permits so that we can complete the rough in inspection and complete the installation. Unfortunately, inflation is a part of today's world. The proposal clearly has an inflation clause, and we unfortunately must recover some of those costs. We look forward to finishing this project. 

  Customer response

  02/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  My Complaint ID # is ********. ************** replied to my complaint stating that he was waiting for the city to issue the permit. I requested that we see a copy of his invoice for the permit request. Has any action been taken on this. I'm 99% confident that it's another stall tactic on his part to delay installation for a generator that was paid in full over 18 months ago. PLEASE help me get this installed before the third hurricane season begins and ends. Thank you.

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

  
  

  

  Business response

  03/19/2023

  We have completed majority of this generator installation. The gas line, electrical work, Automatic Transfer Switch are all installed and we are waiting on the permitting to be completed to finalize the rough in inspections and to set the generator and finish the project. 

  Customer response

  03/20/2023

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

  
  ****************** latest response claims that the majority of work has been completed.  However, in sense of monetary value, it has not.  

  In the sense that the number of hours put in by mostly unskilled laborers, perhaps the majority has been completed.  And perhaps 1/2 to 2/3 of the skilled labor work has been completed by skilled laborers.

  However, he provided us with a very detailed contract.  Giving credit for the preceeding, there is still about $8,739.23 work left to be done including the delivery of the 24W generator which he priced at $7339.70. In that we paid ** a total of $15,979.57, less than the majority of the work (and materials delivered) has been completed.  We would like to leave this open until the contract is fulfilled, which we hope will be VERY soon....though we understand he is waiting for ****************.  However, he still could deliver the generator and place it on the slab (-;

   

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

  
  

  

  Business response

  03/31/2023

  This generator was moved from the original location. We have revised the building permits and the building permit and Electrical permit are approved and issued. We are waiting for the ******** permit to be issued. Just need this permit issued to proceed. We will have this generator installed before Hurricane season starts. Hope this helps satisfy the concerns. 

  Customer response

  06/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18832338, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  On 1/18/23 I filed a complaint with the NOLA BBB on Comfort Engineering Systems. The posts went back and forth until 3/3/23 at which time I said, "“We would like to leave this open until the contract is fulfilled, which we hope will be VERY soon....though we understand he is waiting for permits. However, he still could deliver the generator and place it on the slab” Well the permits have been completed now for a couple of weeks for more and despite my pleas, he has given us no installation date. He has not installed or delivered the generator. If not installed by June 21, would it be possible for us to go to mediation? This guy just keeps saying "soon." He's been saying that for probably 18-20 months now. Yours, **** ********
  

  

  Business response

  06/25/2023

  Great news, The city of New Orleans, has finally issued the permits and they are now in place and will be installing this generator within the next few weeks. 

  Customer response

  07/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18832338, and have determined that this proposed action 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,
  
  ****** ********  
   
  

• Initial Complaint

  01/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On June 28, 2021, we signed an agreement with Comfort Engineered Systems for purchase & installation of a Generac generator. We paid a $7,500.00 deposit. We were told the generator would be installed in December of 2021. We have contacted Comfort Engineered many times and been told that the generator would be installed in Feb of 2022 and later, in April of 2022. In August 2022, we were told we were "2nd on the list" for installation. Most recently, on Nov 23, 2022, we were told someone would be coming to the house the following week but no one ever showed up. Comfort Engineered has never contacted us except in response to our calls or letters. It has been 19 months and counting and we still have no idea when we might have this generator installed. We would not have signed the agreement with Comfort Engineered if we had known they could not provide the generator and installation in a reasonable time frame. We want our deposit of $7,500.00 back.

  

  Business response

  01/22/2023

  All of our proposals have a 3 working day right of cancellation. We company costs start the minute we sign each proposal. We are sorry for the time it has taken to install your generator. We are committed to every customer to install their generator. We have never stopped installing generators. All the US companies have had to deal with either supply chain issues, lack of labor and permitting, just for starters. This isn't isolated to us, it is a Louisiana problem. We have maintained our top-quality installation team. The ability to scale has been the issue around the country. We just attended the Generac National Dealer meeting ad Generac has implemented a Trade Program to provide candidates for the Dealer to hire additional trades for the Dealer network. The labor shortage i the Generac Powerpro Dealer network this has been an issue. 

  We apologize for delay but know that we are providing high quality installations and have never stopped installing generators to the highest quality. We are probably close to installing your generator. Just contact us. 

   

  Thank you for reaching out. Comfort Engineered Systems 

   

  Customer response

  01/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18724598, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Response from the business is the same run around they have been giving us for the last 19 months. They keep saying they are going to install the generator but can provide no time frame or information beyond assurances to just trust them that they will get to us eventually. How long is reasonable to expect a customer to wait, especially after paying a very substantial deposit? They also indicate they have incurred costs but that is unsubstantiated and, frankly, ridiculous. If supply chain issues are the problem, that would indicate they do not have the generator so what costs could have been incurred? And, if they do have the generator, then how long has a very expensive piece of equipment that we paid for been sitting around somewhere unused? Additionally, they have had our $7,500 deposit for 19 months so perhaps we can call it a wash on the interest this money would have earned over that time period versus whatever costs the company claims to have incurred. They need to just refund the money. They clearly have no time frame in which they expect to be able to provide the generator or any installation service.
  
  Regards,
  
  ******* ****
  
   
  

  

  Business response

  02/02/2023

  We are close to installing this generator. We have added personnel to our installation staff and making the site visits to verify the location of each generator. Part of the delay is we lost one of our Gas Fitters to illness in late November. Since they we have found replacement and they are performing at a high standard that has helped us to catch up. We will reach out to the customer directly to set up a date. 

  Customer response

  02/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18724598, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The business response indicates the generator is close to being installed. This is the same response we have received to all prior inquiries, beginning in December of 2021. So we have been told the same thing several times previously and nothing has happened. Response is not satisfactory because it is not providing resolution to the issue, which is that we still have no generator.
  
  Regards,
  
  ******* ****
  
   
  

  

  Business response

  02/11/2023

  We have started the installation of their Generac generator. We completed the site visit and hung the Automatic Transfer Switch. Will coordinate to set the generator. 

  Customer response

  02/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18724598, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I do not consider this issue resolved until the generator installation has been completed.
  
  Regards,
  
  ******* ****
  
   
  

• Initial Complaint

  12/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I left a $9,000 deposit with Comfort Engineered Systems over 11 months ago to have a home generator installed. 6 months passed without any follow up by the company. I then placed 15 calls/messages to the companys voicemail and answering service without ever receiving a single return call. I was finally left with no choice but to physically show up at the companys office and demand to speak to the owner (***********************). He claimed he never received any of my call and just by coincidence I was next on the list to have a generator installed. Five more months went by without any contact from the company. I placed another dozen calls to them, none of which were returned. Again, left with no other option I again had to physically show up at the companys office to get a response as to why I was being complete ignored after having left a $9,000 deposit. When I got to the companys office it was completely empty although the companys name was still on the door. Fortunately there was another tenant in the building who informed me that Comfort Engineered had vacated the premises several months earlier and he thought they may have moved to Harrahan. The companys website still listed the previous address so I had to do some detective work to find the location of their office in Harrahan. I again physically showed up at the company and requested a return of my deposit since over 11 months had passed, I had never received a single communication from the company and they were continuing to ignore my telephone messages. I would like to hand my full deposit returned so that o can move in with my project with someone else. ************** told me that we do not return any deposits after 3 days and again, by coincidence, I was next on the list. I told him that if I did not receive a refund of my deposit I was going to pursue legal action and walked out. ************** ran after me in the parking lot saying he could install my generator next week.

  

  Business response

  12/18/2022

  We appreciate the patience all of our customers have shown. We have many ways to contact us one being *************** as well as a convenient link on our website. We did go back and see that there were several messages left with our answering service that were not answered and we apologize. One was 12/9/2022 at 4:40 pm so probably wasn't pick up on Monday and the other was 12/12/2022 at 3:30 pm probably after our **************** representative were gone for the day. No excuses we just need to call customer back. 

  ****************** showed up at our office and asked for his money back and stated that it had been over a year since he had signed his proposal. We had to find his signing date and noted it was actually 1/27/2022 which means that it wasn't even 11 months. The reason that is important after Hurricane *** our backlog was approximately 18 months. So, when customers ask for their status, we look for their proposal date. So we then look at the purchase prior to his purchase and there were still 55 customers prior to this purchase. 

  We stated that we don't refund money as the attached proposal clearly shows a 3 day right of cancellation. The reason is we commit to each customer to install their generator. We have a lot of planning required for each generator, permitting, product ordering, engineering and many other costs well before we even install a generator. In this case the generator is a new design a ***************************** short supply. 

  We have several lists based on kW size of the generator, permitting jurisdiction, issues with permitting, generator locations, because some require additional resources, there are a lot of logistical decisions to establish the priorities and try to keep the order of purchase. Now this order can change just by some outside influence such as material unavailable, certain materials keep becoming out of stock and we have to wait for restocking to occur or a permitting issue because of some code modification from inspectors, crew availability and of course weather. 

  We have installed every generator as they come up for their install. So, we can't accept the insinuation (noted per other posts on other platforms) that there is something nefarious going on. There isn't a basis for the claim. Just take into post COVID challenges and then handling the challenges that hurricane *** presented. We literally did nothing but service our customers generators for 3 months So, we tried to get all of the information together while this customer was in our office. It is hard to determine in a few minutes' customer purchase dates, generator size and the other parameters that determine their installation position. 

  So after the customer made their demands and walked out of our office, we then were able to research their information and noted that we had just secured his 26 kW and could move his installation forward.  This wasn't part of an an act of appeasement we actually had a secured his generator for his install.  

  So per our statement we can now supply their installation date and fulfill his install. We recommend to all of our customers for future communication try using some of our other avenues such as emails or text as more of our staff has access to this information and can answer their questions. 

  Thank you for your patience from Comfort Engineered Systems. 

   

   

   

  Customer response

  12/27/2022

  Better Business Bureau:
  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  
  

  The business's response actually does little more then confirm many of the facts of the situation:

  
  

  1. ************** admits that I had left phone messages. 
  

  2. ************** admits that they never returned any of my calls.

  3. ************** states that the period that he completely disappeared and didn't return a single one of my calls wasn't a year, "it wasn't even 11 months."  In essence what Mr's ***** is saying is "I object your Honor, I did not steal 12 cars, I only stole 11.)

  4. ************** admits and confirms  that it was only after I threatened to file complaints against him as well as pursue potential legal actions that "my generator" magically appeared.  What is the probability of "my generator" "coincidentally" appearing on the same exact day that I physically showed up at ****************** offices and demanded a return of my deposit?  Well, there were exactly 321 days that "my generator" could possibly have showed up (the period from 1/27/22 to 12/14/22 is  321 days). Therefore, the probability that "my" generator would miraculously appear on the same exact day that I physically showed up at **************/s office is 1 out of 321, or .0031%.  And therefore, the probability that ****************** actions on 12/14/22 were, in fact, an "act of appeasement" is 99.68%. 
  

  
  

  Even if there was a delay in securing my generator due to weather and supply-chain issues, that is neither a justification or viable defense for ****************** actions of essentially ignoring me and not returning any of my many calls.
  

  
  

  The facts are simply that ************** took my $9,000 deposit and then essentially disappeared for 11 months despite over a dozen calls I made to him (I can document this with cell phone records) and three trips I made to his office physically in person..  During this period ************** changed the physical location of his offices without either providing a forwarding address at his prior office or making the necessary address change on the company's website. 
  

  
  

  Based upon all of this, I have absolutely no interest in doing any business with ************** or his company, especially related to a product that requires constant ongoing maintenance, service, and frequent repairs.  (************** ignored me even though he took $9,000 from me; one can only imagine what kind of service I could expect from ************** and his company going forward.)

  
  

  And finally, if what ***** states about about the drastic shortage of generators is in fact accurate, then the return of my $9,000 deposit should not present any hardship to ************** at all since he could very easily offer "my generator" to anyone else on his long and longstanding list of waiting customers.

  
  

  A contractor should not take a large ($9,000) deposit, disappear into thin air for close to a year, go completely incommunicado, and not return a single one of my over 15 phone calls and messages.  I'd be crazy to continue to do business with this fraudster.   Would you?
  

  
  

  
  

  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  
   
  

  

  Business response

  01/04/2023

  We continue to install every generator for every customer. We attached the proposal to this complaint, which shows a 3 Business Day right of Cancellation that wasn't executed. This product doesn't offer any other cancellation as it takes our commitment as well as a lot of time and effort to install each generator. We have to maintain licenses, complete inspections, design special applications, carry insurances and all the other things a contractor needs in order to install a generator. We have costs associated with this installation the minute we sell that generator. 

  We stay committed to the fact that we will complete the installation of their Generac generator. They will be satisfied when we are finished. 

  Customer response

  01/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action 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,
  
  *****************************
  
  ****************** most recent communication has absolutely nothing at all to do with what has occurred over the last 12 months.

  The facts remain unchanged.

  ************** took an excessively large $9,000 deposit from me and then simply disappeared for 11 months. 

  He did not respond to a single one of the over 15 calls that I made to him and his answering service over this 11 month period.

  After7 months, left with no other alternative I had to physically show up in person at his office to find out what was going on.  ************** claimed that he never received any messages from me and told me i was "next in line" to have my generator installed.

  After another four months of un-returned calls and total lack of any response whatsoever from **************, I had to again go in person to his office only to discover that he had vacated his office without leaving any message or forwarding address.  Another occupant of the building told me that they had moved out several months earlier and he thought they may have moved to Kenner.  I checked the company's web site, however, for some reason they were still listing their address as the old location in *********** which they had vacated several months earlier (for what it's worth, their website continues to show the old, vacated *********** address. 

  After I finally found a random reference to the company and a street name in Kenner, I went to Kenner and drove up and down the street until I saw a car with the Comfort Engineered Systems name and logo.  The first person I met said she was "not sure" if ************** was present at the office, but if I "gave her my name and told her what it was regarding", she would check.  When I told her I was there to deliver a check to ************** which I was specifically told to "hand deliver", she disappeared and then within seconds ************** appeared.  I told ************** that I was extremely unhappy that he was holding on to my $9,000 for *************************************** returning a single one of my numerous calls.  I asked ************** to return my deposit and he simply said "we don't return deposits".  I told ************* that if my deposit wasn't returned that I would file formal complaints with various state licensing boards, consumer agencies, and city and state district attorneys in addition to pursuing legal action if necessary, and I walked out.  As I was leaving ************** said that he had just checked his inventory sheet and, just coincidentally, "my generator" had just arrived and they would able to install it in the next several days. 

  I have absolutely no interest whatsoever in doing any sort of business with ************** after the experience of the last 11 months, especially with a product like a natural gas generator which requires constant periodic maintenance and service.  Would you?

   

   

  

  Business response

  02/02/2023

  We have had over an 18-month backlog with generator installation. We have cut into this backlog and reduced the timeline. Majority of our customers have been extremely patient and have been extremely complimentary about our installation crews and very excited to have their generator installed. We still are open to install this generator and know that they will be very satisfied with the end product. We did explain that we do have a signed agreement and that we have a 3 day right of cancellation which the customer hasn't accepted as being binding. We are sorry for this misunderstanding and hope we can proceed as we commit to installing this and ever generator, we sign up. 

• Initial Complaint

  11/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  posted to Discover card 08/27/2021 and was to be installed in ***** of 2022. Sales person was *************************** who worked for Comfort Engineered Systems at the time.I have been trying to have that company contact me for several months and only get a different email each time, when I get a response at all. I have asked where on the installation list are we and only get put to another email. We put a $7,000 deposit down at the time and were informed by the sales person that ***** of 2022 would be the installation date. We have only been able to reach the answer service to leave messages and never get a response.

  

  Business response

  11/09/2022

  We called and talked to Mr. ***** *************** earlier in the week about the installation of their generator. We discussed the backlog of generators and that they were not that far down our list of installations. We just added another crew and hope to accelerate our installation schedule. We also explained that some of the changes in the ******************************* code department has slowed the permitting process down and we need more time between processing for a permit and getting our permits placed. In addition, the lack of a work force in ***************** exacerbates the ability to add additional crews. We are maintaining our high quality of installations and don't want to compromise that quality just to add installers. All of our guys are certified, and we want to keep that level of quality. 

  With inflation rearing its ugly head and the Feds shutting down the economy and job growth is declining for many companies we need everyone to support small business as we are fighting for American values through our hard work. So how do we fix this we fix this through hiring one employee at a time till we complete all of the installations in our backlog. Also as our backlog is shrinking it is easier to communicate with our customers and deliver on an expectation that we can commit to. 

  We appreciate the patience of all of our customers. 

   

   

• Initial Complaint

  06/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In October 2021 I signed a contract, and made a $2000.00 deposit, with Comfort Engineered Systems, Inc. to purchase and install a 24kW Generac Standby Generator. As of June 26, 2022, I have received no generator and have received no feedback as to its status. When I signed the contract, I specifically told the sales person that I had an eighty-year-old wife and that I needed the generator installed before the 2022 hurricane season. I have called Comfort Engineered Systems several times and have been mostly put off by supply chain excuses, or being religated to an answering service. It is now the start of the 2022 hurricane season and I have no generator and no hope of getting one in a timely manner. I requested my deposit refunded but was told that the contract was binding. Which leaves me the only recourse of further expense and aggravation through legal action. I entered into business with this vendor on the recommendation of a neighbor, who has received his generator, but is having problems with the newly installed equipment and getting corrective action form this vendor. I suspect if I ever get my generator or refund it will after my period of greatest need. To all who read this be advised do not do business with Comfort Engineered Systems, Inc. I would not recommend this vendor to my worst enemy.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a whole home generator on 15 Oct 2021 and was told it would be installed by late April 2022. When I followed up in February 2022 I was told my generator would not even be delivered until Dec 2022. I have received limited communication and a constantly changing story blaming everyone else. I worked with the supplier and they say something sounds fishy with the story comfort engineered systems is tell us. No one returns phone calls or emails. I requested my order be cancelled and the hold lifted from my credit card. *************** stated he would respond accordingly. It has been 3 days and the $14,800+ hold is still on my credit card, and ** has not responded to multiple emails and voicemails, nor has any of his staff. I believe my calls are being screened and sent to voicemail on purpose because no one has answered my call for 3 days despite calling multiple times at various times of day. All I want is the hold on my card lifted with an email confirmation that we are terminating our contract and both parties are going our separate ways.

  

  Business response

  06/10/2022

  We apologize for not responding and will check into those calls. It is peak call season so we are having an issue getting to each call. We discussed with **************** that upon signing we order every generator for each customer. So for that commitment we have a 3 day right of cancellation clearly a part of every proposal. The right of cancellation was not exercised. **************** signed 10/18/2021 and there where 38 orders before his order for the 24 kWs. At the time the lead time was 44 weeks for the delivery of the 24 kWs. it is now down to 20 weeks. So the initial delay was do to the supply chain issue. Now it has shifted to our install schedule which is based on our installation capacity.  We are looking for staff to scale but it has been difficult to find qualified field people. For a while we couldn't get the product and now they ship more than we can install. All of our customers have told us not to skimp on quality and that they would be patient knowing we were getting to them. What we plan on doing since **************** works for the Coast Guard, is to move his projected install date up as well as a few of those customers that have severe medical issues. So shortly we will be rescheduling those installations. We hope this helps to understand the process. 

• Initial Complaint

  04/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of payment: 08/07/2021: this business took a down payment of $5,000 for a Generac generator that was supposedly being ordered by this company. I’ve tried contacting them numerous times with no phone call by this company returned. This company is a fraud, and I demand my money back from them as it has almost been a year with zero response from them…

  

  Business response

  04/02/2022

  We want to apologize to the ********** for the lack of communication but since COVID 2 started two years ago the ability to find Customer Service Relations (CSR) personnel has been difficult if not impossible to hire. This issue hasn't spared a single industry around the country. It is best if you email us at [email protected] as this email goes to a lot of people where the phone messaging has to be pulled off and given to someone to handle and with the huge volume of calls this has been difficult. On the other front all manufacturing has been impacted by COVID and their schedules have been published and haven't changed much in two years. 

  Since COVID started the production of these 24 kW generators has been around 44 weeks. This contract was signed 8/5/2021 which is 32 weeks ago. We currently are receiving the 24 kW generators prior to that 44 week production schedule. It looks like your generator is slated to ship in the beginning of April which is sooner than the 44 week delivery schedule. We should be receiving 20 plus generators in the first few weeks of April. Once we receive the generators we fit this into our installation schedule  as it takes a crew about 2 days to install each generator. So you aren't that far off of the 44 weeks.

  Our contracts are specific in that our customer have a 3 day right of cancellation. The reason is we order every generator for each customer. So what we have done as a benefit is held our pricing. So in this instance we have seen over a 10% increase with material, labor, vehicle and operational costs but have held our price to our customers. This is a significant savings to our customer and a significant cost to us.

  We trust that this answers your concerns and hope that you understand today's issues that all business are facing. What is important to know is that our crews are still rated as the best crews in the Southern US. We had the lowest generator issues after IDA of any Dealer in Southern Louisiana. We had the fewest engine failures of any Dealer with only 12 engines in total and 2 rotor alternator failures. Most other Dealer were above 50 engines and equal amount of Alternators. So the data is stark and the difference in the way we install our generators is a big statistical advantage for our customers. 

  We appreciate your patience and know that in the end you will really enjoy your generator once it is installed. 

   

   

   

  Customer response

  04/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16970581, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   
  I would like my $5000 refunded. As this consumer will not return my phone calls. This company is a fraud!!
  
  Regards,
  
  **** ********
  
   
  

  

  Business response

  04/16/2022

  We understand the frustration in today's market place, especially with the extended lead times of generator shipments. The lead time back in August 2021 was 44 weeks from date of order to shipment of the generator. This has nothing to do with us other than we order every generator for each customer as we receive those orders. So we haven't reached this delivery date. The order was 35 weeks ago so there is a few more weeks till we will receive this generator. With each of our signed proposals there is a 3 day right of cancellation which our customer has every right to execute. After this period we then order the generator for this project and are committed to completing the generator installation when we receive the product. 

  We do recommend to our customers to email us at [email protected] for a faster response to issues such as this. We frankly haven't been able to find qualified Customer Service Representative to hire. Our phone calls are at an all time high and the need for additional personnel has never been greater but finding them has been almost impossible. This is a national issue that isn't going away so for that reason we recommend using other communication options such as emailing us where we can more easily respond to our customers concerns. We have added an answering service that has shown and immediate positive impact to how we receive information from our customers. So we are making changes to improve this area. 

   

   

   

   

   

   

  Customer response

  04/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16970581, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I still have yet to receive a phone call from this scam of a company. I would like my money refunded as this company is fraudulent.
  
  Regards,
  
  **** ********
  
   
  

  

  Business response

  05/04/2022

  The shipping schedule for most generators from 2021 had a 44 weeks delivery schedule. So yes it would be almost a year before any order from last year would see their generator. We would be happy to discuss the reason for this length of time needed for the production of your generator. We would need the name and address and we would be happy to give you the current delivery schedule for this order. 

  Customer response

  05/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16970581, and have determined that this proposed action would not resolve my complaint.  I still yet to have spoken to someone at this fraudulent company and demand a refund
  
  Regards,
  
  **** ********  
   
  

*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. ↩