Business ProfileforControlled Comfort, LLC

I would not recommend this company. I purchased a maintenance agreement with them for 2022. No issue with furnace, but completely dissatisfied with the way they handled an attempted AC repair. Regular maintenance was performed on 6/13. I never received any invoice/documentation for said service (or subsequent visits). I noticed on 7/14 the humidity in my home had increased drastically and also observed cool air was not coming from vents and thermostat was not holding scheduled temperature. It was discovered during this time the outside unit was making a clanking noise. I immediately powered off the unit and called the company to schedule a visit. This discovery happened late in the day, so an after hours technician was dispatched. Upon arrival, I apprised the technician of the issues whereby he instructed me to power on the unit and proceeded outside to inspect. I went outside as well and he asked me what type noise it was making and commented it was no longer making any odd sounds. After some time, he returned inside and said he replaced a capacitor, asked for the funds and had me sign off on a tablet. He was asked if the issue was resolved and if refrigerant was at correct levels and he replied in the affirmative. In actuality, no change took place after visit - same issues with cooling/humidity, so unit was powered off. I again called in on Friday requesting service and explained the issue. The person on the phone questioned me on whether it had been their company who visited the night before, which I replied in the affirmative and asked shouldn't they have records? Technician dispatched Friday ran diagnostics, heard the clanking sound and asked what had been done the night before. I told him the capacitor had been replaced (without consultation with me) and was told everything was fine. He ran diagnostics and informed me the unit needed to be replaced. How can diagnostics go from okay to unit needing replacement in less than 24 hours?

I am sorry to hear about the service you received, after speaking with the initial service tech he explained to me that when he diagnosed the problem he found that the 40/5 mfd capacitor was only reading 11/5mfd which would not let the compressor start and caused it to overheat and trip the internal overload, he cooled down the compressor to reset the overload and replaced the capacitor and got the unit up and running, checked the the superheat and subcooling, all was ok at that time and never heard the noise you described. Unfortunately the next day when we were called back the second tech found the compressor running but not pumping so it appears there had been an internal failure. I apologize if there was something that was missed we try to be thorough in our diagnoses and paperwork.

Regards,