ComplaintsforComfort Monster Heating and Air

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company is unscrupulous and took advantage of my lack of heating and AC knowledge. I had a carrier comfort series 3 ton unit 25HCC537A003. The comfort monster staff person said that he's take care of me. But he installed at 2.5 ton regular series unit that does not heat and cool my home well. They installed a lesser quality unit and quoted the price at $11,662 then gave discounts. They installed a 25HBC530AP03. I had to go back to all the product specifications to prove to them the units are different. The 3 ton unit I had passed the county inspection. Now comfort monster is saying they cannot install a 3 ton even though they charged me the price of a 3 ton comfort series. ******* has outlined a replacement for the 3 ton series that I had as they no longer carry the original 3 ton that I had. I would like the replacement system that carrier recommends.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 6/24/23, a technician from Comfort Monster came to my home to complete routine service on my air conditioner. The service is being performed under a maintenance contract that I purchased for routine maintenance to prevent problems. I noticed my house was very warm and I when I went to turn the air conditioning down to cool, the thermostat wasn't able to kick on my air conditioning unit. I called the 24/7 number and was informed that the next available appointment was for Monday. When I said that the technician caused this problem and requested emergency service for the AM, the call center agent (******) informed me that they do not have any available emergency services for the weekend and that I would have to wait until Monday. I asked her to escalate to a supervisor and again requested service for tomorrow (Saturday) instead of waiting until Monday, given that their technician caused the problem. She said she did not have any ability to escalate or schedule service any sooner than Monday and she would leave my message for a response on Monday.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was a customer of ******** ******* **** in *********, and during this past year they were taken over by Comfort Monster. I renewed my annual maintenance agreement for three properties in July, but Comfort Monster had revamped Absolute's way of doing business, which changed the service I had received and expected. My three properties are rented, so Absolute would call my tenant directly to conduct twice/year seasonal maintenance (summer and winter) as is standard in the industry. Comfort's website reads "MonsterCare experts will perform maintenance and checkups twice a year...' yet in email communication they explained 'Some years you might get 2-3 quick visits, some years you might get one longer visit.' They claim to have 'secret' technology to determine when to conduct service, which would be funny if they weren't charging real money for it. I received a message in October saying they were not able to conduct their 'cooling season' maintenance TWO MONTHs prior because my tenant did not respond. I was then told they were now doing 'heat preventive maintenance appts' implying that they missed the cooling appt at my property. I asked 'did you do the AC service' I paid for, they texted 'technically no, but we don't call it that' - contradictions across the board. They also state "as far as being locked in to a contract, no. It’s month to month, and you can cancel at any time," and after not receiving adequate answers to my questions, I requested a refund to go our separate ways. 4 Comfort employees were copied on the email of my refund request on 10/17/22, and none of them have responded to that request. This is a confusing business at best, but likely deceptive trade at worst. They provide vague descriptions of their services, refused to answer my questions in writing, and outright ignored me when I requested a refund. You need to address them in Raleigh but also in *********, where they have taken over a reputable business and are operating with deception.

  Business response

  11/21/2022

  Good morning,

  A refund was issued and processed on this account already and multiple attempts made from representatives at our company to resolve with customer with zero returned phone call responses. Sent copy of issued refund to customer as well 11/10/2022. Customer cancelled and requested refund after failed attempts to reach his tenants to get on schedule for service, customer was fully refunded for services. He has yet to return any calls to myself or my team nor respond to emails since 11/9/2022. This is already resolved and closed on our end. Please let me know if there is anything further I can do.

  Customer response

  11/23/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I did receive a refund the day after I posted the complaint. It should not take a complaint to BBB to get a business to act. Their response infers that I did not respond to them, and I'm happy to provide the email exchanges where I asked repeatedly for someone to address my situation. In this case they willfully ignored me for nearly a month until I filed the complaint, and only then did they act. Future consumers should know the facts of what happened to me so they don't end up in the same situation, I would not trust these guys to do the right thing.

  
  Sincerely,
  
  ****** *****

*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. ↩