ComplaintsforComfort Master Heating & Air Conditioning

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am summarizing as this is a long ordeal with my dealings with Comfort Masters of Zebulon, NC 2015 Installed new ***** 5 tn HVAC unit in my then in-laws' house. 10-year warranty 2/2016 installed mini split systems -two outside units two inside units. 12-year warranty. 2016 - Called out to adjust the installation in one mini spilt, did not drain. It was upstairs had reverse fall, caused the condensation line to overflow on to the floor, they adjusted, but made no attempt to clean up, dry out the carpet in the area that was soaked. 2019 - Capacitor on outside unit goes out called responded 1 day later and charged 350.00, to replace a capacitor 2021-Induction fan in ***** unit began making noise shorty after a maintenance visit, became worse over time, not be covered under warranty then got the warranty reinstated and could replace the $89.00 fan for $888.93 as a labor charge. ***** customer service, stated 30 minutes to replace. I replaced it , took 20 minutes 2021 fan in Mini split started making more noise (compared to the three others) and maintenance report stated varying fan speed. Estimate to replace $1147.00, again no warranty . I sourced that fan motor through (D&L), at $84.99. I bought it so I could replace it when it went out. 2022 maintenance records do not mention any problems or concerns 1/2023 - fan in mini split, always made noise came to a grinding halt, spit out plastic parts and made a lot of noise. Called and request and service manager or supervisor come out to access the unit. They sent Sr tech and he stated that there were no photos or information that showed the damages, and he could had serviced the unit before, and it had always made the noise since he had serviced it. As of today, they want $2915.00 to replace to broken part, manager gave no explain how the damage could have happened or why they would not stand behind the instillation or maintenance that they performed.

  

  Business response

  01/26/2023

  Hi, *** ***** is responding to the complaint and providing a resolution of the concern that Mr. **** presented.  The operations manager, **** ***** and Mr. **** had a conversation on Monday afternoon, January 23rd and Comfort Master will be making the repairs to the system at no charge to Mr. ****.  Parts have been ordered and the repair made as soon as they arrive.  Mr. **** will be updated as to when we receive and all will be handled by Comfort Master.  We value our customers and always want to provide a good resolution.

  Customer response

  01/30/2023

  
  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,
  
  **** ****

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