ComplaintsforTotal Comfort Heating & Cooling

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our purchase started with ********** in *********, **. Our salesman was *** (can't find last name).The salesman said the unit would provide even temperatures throughout both levels. It doesn't.Our main floor is 10 degrees warmer than downstairs, and as you walk up the steps, you can feel it getting warmer. He also said he would drain and clean the dehumidifier unit, and other minor things, which was never done. We have had technicians out so many times that I don't even remember how often, but were told it was our thermostat. Then we were told that since our electric company had us on a program to conserve, that was causing the problem. Numerous times we had more technicians here, but nothing was ever fixed. This went on for at least 2 years. We regularly change the filter and clean the heat pump. Several weeks ago, a local company came to check it, and they determined the unit we were sold was not big enough. Earlier this week when I got home from work after a hot, very humid day, I walked in my home to worse conditions than what it was outside. (The air conditioner had been running constantly for several days in a row, and we had fans running to try to move air around.) That was my last straw. We then had a different company check it out and were told the compressor needed to be replaced, at a cost of around $3,000.00. Or we could replace the whole heat pump for $7,000.00, or everything we had from Total Comfort for $14,000.00 with $3,000.00 in rebates. We would be happy with Total Comfort covering the cost of new compressor. We just want what we were promised.

  

  Business response

  07/01/2024

  Hello, I researched this customer's order and it appears we installed this system in 2016. We've changed computer systems since then so I don't have all of the details of the installation. I do see we made several service calls to this customer's home, however, it doesn't appear we've been out to the home since 2019. The customer has a 3 year labor and 10 year parts warranty with the manufacturer. Did the other HVAC company check to see if the compressor was still covered under warranty? If not, I suggest reaching out to the manufacturer to see if this part is covered under warranty. If so, the customer would just need to pay their technician for the labor. If the customer wishes to have ******************************************* back out to assess the system and provide solutions for a fix, I can schedule a technician to visit the home this week. I can be reached at ************************************ Please advise on next steps. Thanks!

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Total Comfort employees were disrespectful, rude. They made the tins for the furnace on my newly installed FR floor and ruined as it is a click and lock floor. They denied any wrong doing nd said improper installation. It was installed by a 12 yr journeyman flooring installer. I moved on. On 10/4 the water softener recycled for the first time, the installation had been done incorrectly and the hose to the drain was connected to the return not at the top, so 7 or so hours of water flooded areas of my basement including hallway flooring, FR flooring and all of that water needed to be cleaned, we had to sanitize and put airflow thru walls so no mold would grow. Total comfort did not respond to a call and photos sent to them. I called back and was given the run around. Nobody knows who's in charge and was told to file with my insurance, I will not do that. Or I could take them to court. Non existing customer service, communication, and resolution is not existing. This company took ****** Dollars from us and delivered the worst experience we have EVER had. They left me feeling unsafe after the installation.We feel they should pay for the flooring that was just installed. And not just blow us off. I had to call another company to fix the error mde by Total comfort as I did not trust they would correct the error made. The Total comfort crew complained about the company the entire time they were here, changed their personal vehicle tire on my driveway, told me they were forced to work a two day job into one day. And they were going to quit. Total comfort has internal staffing issues as well as customer service issues. I will never use or recommend this company. The photos of water after the drying process has been started, and billing for the plumbing company were sent to total comfort.

  

  Business response

  05/16/2024

  I worked directly with ****** and the insurance companies to help resolve her compliant. 

  The customer stated we damaged the flooring in the basement due to a water leak from the water softener. Total Comfort went out to assess the situation and attempted to work with the customer on a resolution. The customer was adamant her entire floor needed to be replaced. 

  I eventually sent this through our GL claims process and worked with both the customer's insurance company and our insurance rep to resolve. 

  The claim was resolved on 1/4/2024 in the amount of $4,000, paid to the customer, to satisfy the insurance claim. 

   

  Claim #4A2311G235R-0001 

  Customer: ************************ and ****

  Date of Loss: 10/05/2023

   

  Please let me know if there are any further questions. 

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

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Total Comfort installed a Carrier furnace in my home 9/14/2018 with a 10 year parts/5 years labor warranty. I have a Standard Heating maintenance service plan with twice annual furnace check **** On 11/25/2022 the Standard technician found a burned spot and soot build up on one of the burners and said this required a repair that should be covered by the Total Comfort warranty still in effect. He stated it was clearly not a tune up issue, but an issue that should be covered under the warranty.I contacted Total Comfort and arranged to have them address this. The day of the scheduled visit the Total Comfort technician called and informed me that there would be a service charge and that it was not a warranty issue. HE HAD NOT EVEN COME TO THE HOUSE NOR LOOKED AT THE FURNACE. I informed him that Standard Heating was quite clear that it needed a warranty repair. I refused the service charge and stated I would talk to Standard Heating. After consulting Standard again, I called Total Comfort, spoke with a service manager, who sent the same technician, who came on 12/13/2022 and stated the gas pressure was maladjusted, that it would be a $316.95 service charge (that Standard should reimburse me for,) and that now the service warranty was voided. I needed it fixed and paid this. I contacted Standard and spoke with *****************, who stated that their technicians doing the routine maintenance check *** DO NOT ADJUST GAS PRESSURE, and do not carry the tool needed to do this - a separate service visit with a separate fee would be required. He checked the 4 years of service records and found no record of this ever being done. Repeated attempts to contact Total Comfort resulted in a call from ******************* who told me that someone must have tampered with the furnace and it was poor practice of Standard to use technicians not trained to do the gas pressure adjustment. I am extremely dissatisfied with Total Comfort and their warranty and I DO NOT recommend anyone buying from them.

  

  Business response

  01/17/2023

  Good morning, 

   

  I spoke to Mr. *********** this morning and addressed his concerns. Customer will be processed a refund and is satisfied. Please let me know if you need additional information. 

   

  Thank you, 

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

  Customer response

  01/21/2023

   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.

• Initial Complaint

  01/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had Total Comfort out to do a check up on my furnace. The furnace was working fine prior to their check up. When I called to schedule the appointment, I had no problem getting through. My call was answered right away. I scheduled the appointment and took a half day off work for the appointment. I have lived in the home for about 3 years and I believe the furnace was purchased through Total Comfort about 10 years ago. The appointment was Friday 12/23/22.When the tech came out he spent about 15 minutes and stated that everything was good with the furnace. Shortly after the tech left I noticed that the furnace was no intermittently turning on and off , like every 5 seconds, they it would cycle back on. Being that I was out of town over the Holidays a week went by but the problem persisted. I called Total Comfort to request the service tech return. I left a few messages over a period of days but did not get a call back. Finally I called an hit option 1 (indicated I was interested in buying a furnace) and immediately got through. I briefed the person on my experience. I politely let him know that I was having a negative experience and I wanted to give them the chance to make it right. He had the service manager (****) call back was obviously trying to give me the brush off. Finally he stated he could schedule another tech to come out but he said he could not give a time, just a day ( so I would have to stand by the whole day at home off work). He then advised me that they would need to charge their full rate of an additional $100 just to have someone come out ( plus the cost of the repair). I was a bit taken back being that my furnace worked before their first rep came out; and I have already paid for the service call fee once. I have since scheduled a service call with an alternate company because how can I have confidence in Total Comfort when it appears they messed something up, and then they are not willing to make good on it.

  

  Business response

  01/10/2023

  We have reached out to the customer to try to resolve this situation. I will update this after we are able to make contact with them. 

  Customer response

  01/12/2023

   I am rejecting this response because:
  

  The whole issue is that Total Comfort did not respond when appropriate.  I waited on hold and left messages for a good week when my furnace was having worsening issues after they have done the tune up.  When I finally did get ahold of the, after about 5 or 6 calls, I did so by selecting "buy a furnace (sic)" on their phone menu.  They offered to "fit me in on a day when they were already overbooked" (even though I offer alternate days but stated that they would have to charge me $100 for the tech to come out.   At that point they seemed more contrived than contrite, I had lost confidence in them, and I did not feel that I should have to pay another trip charge when I had already paid one when I had already paid one that I did not feel that they fulfilled. 

  I have since been forced to go to a difference service.   At this point, as a matter of principal, I think they should refund the initial $59 charge as I don't feel it was fulfilled. If they don't, it is not a big deal. I do not want anything further from Total Comfort.  As for the consumer complaint; I gave them multiple chances to make good and I just did not have a good experience as their perfunctory tune-up cost me a day off work, and they missed some major issues that would have been better (and much less expensive) addressed proactively.  I do feel compelled to share my consumer experience with other consumers.

  
  

  

  Business response

  01/16/2023

  My name is *****************. I am director of Operations for Total Comfort. PLEASE CALL ME DIRECTLY ************. I would like to resolve this. Thank you!

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $8,000 for a **** that is not working property. They were very eager to close the deal, get my money and now that I'm having issues they are not responding. Firstly, they were supposed to file a Permit with the local city. I called and the *************** ******** stated a permit was not filed. I find that funny because I believe they charged me for one. In order to be safe and compliant I'm supposed to have the **** inspected but the City says I can't without the permit. My major complaint is that it's 100 degrees outside and my home is not getting cool. I've called 12 times to try to get a hold of someone and they keep passing the buck. Promising a call back and never calling back. Even the sales guy that sold me the **** answered one day and promised a call back and never did. They were so eager to take my money. But now they are paid no one is taking care of the problem. I even have a 10 year warranty and my guess it's not going to do me any good. This was installed a few weeks ago and I'm already having issues. No one is taking care of the problem or even attempting to take care of the problem. So what do I do when I have issues down the line and try to use the warranty?

  

  Business response

  09/13/2022

  We had a service call for ***** on 6/13/22. He was not home the day we went out for that appointment. ***** called back on 7/20 to get rescheduled.

  Since then we have reached out to ***** several times. We called and sent an email on 8/30 to try to get an appointment scheduled for **************** 

  We will continue to follow up with *************** to get this situation addressed. 

*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. ↩