ComplaintsforComfort Engineered Systems, Inc.

• Initial Complaint

  03/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After waiting for 9 months, our Generac 24kw generator was finally installed. When the hookups were inspected by Jefferson Parish inspector, the work did not pass inspection. The emergency shut off switch was installed about 10 inches too high. The inspector notified us and Comfort Engineering Systems. We have made numerous attempts to get this problem rectified but all we get is excuses, and false promises. SAVE YOURSELF A LOT OF AGGRAVATION, DO NOT USE THIS COMPANY!!!! All you will get is lies, broken promises and work not done as required by law.

  

  Business response

  03/27/2022

  We apologize for issue. The ATS (Automatic Transfer Switch) disconnect is 6" above what the code states. We had no ability to lower the ATS switch because of the existing panels used for the electrical service for this house. After our discussion with the inspector we decided to pour a step to allow for someone to step up if needed to access the switch, meeting the code. We find that Jefferson Parish is sticking closely to the code when they could easily see what was the reason for the additional elevation of the ATS. This work has been completed. As far as the delay all manufacturers have long lead times. That includes Autos, appliances, windows ect. With the Ukrainian war we don't know what the impact to other materials will be. Last year Generac on these model generators were out 44 weeks. All of this was do to the impact of COVID. 

  We find that after Hurricane IDA the demand for communication demands haven't dropped off and we have continuously looked to expand our CSR (Customer Service Relations) personnel or improve the process. This is a consistent theme from around the country with the lack of personnel to manage current demands. This goes for nursing, teachers, technicians and office personnel. No excuses as we know what the issue is. Solving this issue as a business and as a country won't be easy and we of course look for solutions and/or better use digital media to assist us such as posting on Facebook, email blasts and SMS texts. We do recommend emailing us at [email protected] or [email protected] as more of us can access the information where a phone call goes into our message box and has to be pulled off and managed. 

  We are still here and doing incredible work. We had the lowest warranty issues of any Dealer in Southern US. Our certified staff is here to help. We hope that everyone remains patient as we work through all of the challenges presented to businesses today. 

  Thank you from all of us at Comfort Engineered Systems 

   

   

   

   

   

  Customer response

  04/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16922462, 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,
  ****** ******
  
    Comfort Engineering Systems did not generate the Idea of placing a concrete pad to facilitate access to the cut off switch, the inspector and I did. In fact, I relayed  that solution to Comfort Systems, and they took a long time to digest it and act on it. I told a man named DARRYL and he said he would have to talk to DAVE about it. It wasn’t until DARRYL left the company and LARRY W*** stepped in and had concrete pad installed by PRESTON P***** 
  The whole sequence of events involving myself and various individuals at Comfort Systems has been documented. Times of calls, responses of lack thereof are all written down.

  
  

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