ComplaintsforComfort Plus Services, LLC

• Initial Complaint

  06/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We called Comfort Plus Services to come fix our air HVAC unit . It is only 2 years old so my husband told the rep on the phone that it was still in manufacture warranty . They said to my husband the tech that would come out would look up the serial number to confirm if it was in warranty. They tech replaced the piece compressor that was burnt out he said and he put a new piece on and it was working and then he charged me on site $335.75. Which I though was weird if it was only 2 years old, so i asked and made comments several times about that and he said no the new piece he fixed it with was now under a 5 year warranty. After calling my husband about the charge, i then looked up the ******* Manufacturing serial number on the HVAC and it indeed had a 5 year warranty and we should not be charged for that , or at least told or they should have checked like they said. I called the manufacture and our home builder (as it is only 2 years old) and they said Comfort Plus Services has 45 DAYS TO FILE AND CLAIM , and i will be reimbursed. So as soon as I found this out I called Comfort Plus services and asked them to do this, I was told by the woman who answered the phone that this is above what she can do and would have someone call me. It has been days and no response and being this is a time sensitive matter I don't understand why they cant call me back or send in the claim before time runs out.

  Business response

  07/18/2022

  Business Response /* (1000, 9, 2022/07/12) */ We have contacted the customer and explained that we are not a Goodman dealer or manufacturer and we didn't install the equipment. The part that was replaced had a cost to us of approximately $100.00 and the manufacturer does not offer us any trip or labor reimbursement. Typically if a part cost us a significant amount, we will contact the manufacturer to see if we can process a warranty claim for the part. In this case the part coat was low and it would cost the customer more labor fees for us to process such a claim and the reimbursement would not offset the total cost enough to warrant that process. However, we have sent this customer a check in the amount of $100.00. The manufacturer has not reimbursed us for this part but we felt we should try to ease the pain for them. The customer feels that there shouldn't be any cost to them and they will need to contact the manufacture of their equipment to seek such a reimbursement. Dan Comfort Plus Services

• Initial Complaint

  11/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was not given a quote prior to the work starting and at the end was presented a bill for $2,600.00 by email without any explanation or breakdown. I thought this was incredibly high and asked for a breakdown and was sent that by email with a material and labor breakdown. I was charged $200.00 per hour for the plumber and $200.00 per hour for the helper . I told them this seemed unreasonable and asked to talk to a Manager. When i finally got a call back from the manager I was told that was the rates and I neede to pay the bill and it was not lowered any. I beleive that this was a terrible overcharge and If they were going to charge $200.00 per hour for the plumber and $200.00 per hour for a helper they should have informed me of that upfront or at least have given me a quote. Is this allowed by law to do this to a consumer/ Homeowner?

  Business response

  11/11/2021

  Business Response /* (1000, 7, 2021/11/11) */ The customer was quoted our rates on another plumbing job we performed a few weeks earlier, then called back to schedule the installation of these 3 hydronic baseboard units. The price to install these 3 units was not a surprise. Our staff is state licensed, fully insured, and very capable of producing a quality product & service. If the customer is not happy with his decision we will offer to come and remove the 3 new hydronic baseboard units and offer him a full refund. Business Response /* (4000, 16, 2021/12/06) */ As previously stated, the customer was verbally quoted a flat rate price of to install 3 new pieces of hydronic baseboard heating units, tested, and fully operational at the end of the job. The customer (after the fact) told me what he expected to pay for labor which is unreasonable for our business. We cannot place a master licensed, fully insured, and well experienced plumber and apprentice to his door for the rates he expects to pay. I previously offered that if he is unhappy with our prices that we stand behind our 100% Customer Satisfaction Guarantee and will come out and remove the 3 new hydronic units and provide him a FULL REFUND, no questions asked. I'm not sure why he wouldn't agree to this option if he can find the same or better workmanship at a cheaper price? We do not overcharge for our services, it is extremely costly to mobilize great talent as well as back up all of our work with a 100% Money Back Guarantee. We strive to satisfy all of our customers, hence our good online reviews and A+ BBB rating. Business Response /* (4000, 16, 2021/12/06) */ As previously stated, the customer was verbally quoted a flat rate price of to install 3 new pieces of hydronic baseboard heating units, tested, and fully operational at the end of the job. The customer (after the fact) told me what he expected to pay for labor which is unreasonable for our business. We cannot place a master licensed, fully insured, and well experienced plumber and apprentice to his door for the rates he expects to pay. I previously offered that if he is unhappy with our prices that we stand behind our 100% Customer Satisfaction Guarantee and will come out and remove the 3 new hydronic units and provide him a FULL REFUND, no questions asked. I'm not sure why he wouldn't agree to this option if he can find the same or better workmanship at a cheaper price? We do not overcharge for our services, it is extremely costly to mobilize great talent as well as back up all of our work with a 100% Money Back Guarantee. We strive to satisfy all of our customers, hence our good online reviews and A+ BBB rating. Consumer Response /* (3000, 22, 2021/12/09) */ They can either credit something back or schedule a time to remove it if that is what they prefer. Thanks. Business Response /* (4000, 26, 2021/12/21) */ I called and spoke with Mr. *********** this afternoon (12/21/21), we agreed to schedule a date to remove the three new baseboard heat units after the holidays and provide a full refund.

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