ComplaintsforComfort First Heating & Cooling, Inc

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, Hope you are enjoying the holiday season! I received an email from ******** **** ****** about heater inspection service, I requested the inspection through the app. A guy from Confort First showed up. He did the inspection and he said that I need to replace the capacitor and he said that he noticed that I don’t have a safety switch and it is on sale and it is good to have. He did install both and left. Heater is working just fine. A few weeks later, it got hot and the AC kicked in but we noticed that it is blowing warm air. What I found is the compressor outside the house is off. I went to that safety switch and it was full of water ( it takes less than 1 ounce to be full) I emptied it and the compressor started working but it takes only a few minutes for it to overflow and the compressor stops. Something went wrong during the installation. I made sure the pipes are not clogged I even bought an almighty pump ( more cost) to ensure no water in the pipes. I contacted Comfort over the phone, they recommended calling warranty company ( ******** **** ******) this last said that comfort shouldn’t have done any repair during inspection call and that I have to contact comfort about that issue. I called comfort back and she ( don’t remember her name) said that she will talk to her manager about my cancers and get back to me. It s been weeks now and I haven’t received a call back. Every time I call I stay on hold for a long time. I was hopping they resolve this issue. My AC was working perfectly until they installed the safety switch- SS2. The call was for the heater inspection. I would like them to find out why the water is clogged after the installation of the switch once the ac started working for the first time. If it wasn’t hot that day I wouldn’t find out until summer. I attached the receipt. I appreciate your help with this.

  Business response

  01/10/2023

  We've made multiple attempts to contact this customer since receiving your initial correspondence without success.  Additionally, they do not have an voicemail set up, so it is not possible to leave a message. The problem that is being described will be something that is easy to remedy. Perhaps they will respond to a note from you guys.  If so have them reach out to us at 919-777-1777 and ask to speak with Operations Manager ***** ******.  He will get to the bottom of the problem and ensure the situation is resolved to their satisfaction.  

  Customer response

  01/10/2023

  
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The rep came out on Friday July 28, advising the coil was frozen and need to thraw out for 24 hours and there could be a possible leak in the coil. He provided a quote of $1625-1650 that we would have to pay out of pocket if we went with replacing the coil since the warranty do not cover the freon. They called back same day to schedule follow up appointment for Tuesday August 2. Representative gave two options on August 2, since he “found” a leak in coil. 1. Was to put sealant in coil to prevent leakage and fill unit with a couple pounds of Freon or 2. Replace coil and fill unit with freon. We were more interested in long term fix by replacing the coil. Asked what the cost would be he stated $2100 which includes “fees”We ask if we replace the coil would the air conditioning be working today. He advised No and it would be a “while” before they could replace the coil. Keep in mind we have been without A/C for five days and it’s 90 plus degrees outside. I asked why when you were here the first time and mention that it could be a leak you did not bring coil just incase we choose that option. He replied he didn’t know exactly what was going on with the A/C…how do you not know and you were just here and looked at the unit and coil box. He continued to give excuses…terrible customer service. He kept saying I can see how unexpected billing could be a issue. However I mentioned to him at that moment paying for the service was not an issue we want the coil replaced. We told him placing the sealant in the coil is a temp fix only to have to be back in contact with our warranty company that deal with this terrible scamming company. I no longer wanted to talk with him so I called into the office to get further clarification. The rep at the company advised the part is only “ordered “ at the approval of warranty. Okay so the issue is now with warranty company. I made a call to them as well. However today we received the invoice showing “no leak found in coil” HOW???? Scammers!

  Business response

  08/15/2022

  We greatly appreciate you providing the opportunity for us to correct the technician’s miscommunication and we sincerely apologize for the frustration. Reaching a positive resolution, we sent a different technician to diagnose the equipment and the service manager worked with the homeowner to address all concerns. The homeowner opted to replace the system instead of repairing it and chose to use Comfort First for the replacement. The replacement was completed on 8/11/2022.

• Initial Complaint

  05/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Comfort First installed new HVAC system or to be precise I was charged as for new one. The system did not provide effective heating and I purchased electric heater. In the summer, it turned out that air conditioner did not cool as well. Technicians came, added refrigerant. In couple weeks, no cooling. Technicians came, checked leakage, added again refrigerant. This sequence of events lasted two years. Comfort first provided two years money back guarantee, and I contacted one of owners to get money back. He begged to give him the last chance. Technician visited again (May 17, 2022), and air conditioner was working a while. Summer season is coming and no cooling. Technician visited, filled refrigerant and charged >$600 without guarantee that refrigerant vanishes in couple weeks. I asked technician to convey to the owner, whom was given a chance to, contacting me. No response so far.

  Business response

  06/07/2022

  Mr. *******,

  We sincerely apologize the issues you have experienced with your system and our service team. We appreciate you working with management to resolve your concerns and get your equipment back in working order. On the last visit, our technician found a leak in the line set under the home, which we have repaired. We have a follow up appointment, on June 24,2022, to check over system and ensure it is operating correctly. If you experience further issues, please call us at ************ and ask to speak with the service manager.

  Customer response

  06/08/2022

  
  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.
  
  Sincerely,
  
  ******* *******

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