ComplaintsforComfort X-Press, L.L.C.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company came out on March 23 when I told them that I had a failed igniter coil. I normally would fix it myself, but we were getting ready to leave and I thought they could fix it quicker, so I called them out. The technician showed up and confirmed that it was the igniter coil, but explained that there was none on the truck and would get back to me to make an appointment to fix the problem. I have called them every day or just about every day and asked them if the part was in and if they were coming to fix it. Each time, someone answered the phone and said they would get back to me. It is now April 9 and no one has ever returned my call from the company. I have had to fix it myself by buying a part on Amazon, which was delivered the next day. If this would’ve been my 82-year-old mother, she would still not have heat today. Every time I call, the person just tells me that someone will get back with me soon, but no one ever does. One of the times I called, the receptionist told me that the regular person wouldn’t be until Monday and then hung up on me. All I want is my $175 back from the original appointment since no service has been performed and no one will get back to me. I have all the phone records of calls I have made to them, and shows that they have never tried to reach me.

  Business response

  04/16/2024

  This is not the kind of customer service we pride ourselves on her at Comfort Xpress.

  We have contacted ***** & a full refund has been issued.

  We sincerely apologize for the inconvenience this caused for our client and look forward to servicing his units again in the future.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We had a new Goodman AC unit installed in 2018 by Comfort Express. In September of 2022, we had to have a new compressor installed in the unit. Goodman covered the part under warranty, however we had to pay labor costs. In June of 2023, we had to have another compressor installed in the unit. Goodman covered the part under warranty, however we had to pay labor costs. We have paid over $1,000.00 in labor costs due to what we perceived as faulty parts. We paid $500.00 on 9/22/22 and $472.50 on 6/14/23. Today, on 8/10/23 we had a new company come and fix our AC unit for the 3rd time in less than 1 year. The compressor had gone out again. They informed us that the original unit was not installed correctly and will have documentation through written invoice as well as pictures of how it was installed improperly, once they install new parts today. We paid $1,100.00 on 8/10/23 for labor and parts that were not covered under warranty, as Goodman did not cover all parts needed in order to properly fix the AC unit on this date. We would like to have labor and parts costs refunded by Comfort Express due to the their negligence when installing the original unit in 2018. Labor and parts costs totaled for all 3 occurrences is 2,072.50. Bank statements and credit card statements can be provided as evidence of cost and payment. Invoice for service on 8/10/23 is attached. No invoice was given to us from Comfort Express for service on dates of 9/22/22 and 6/14/23.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand-new Trane heating and cooling system from Comfort Xpress less than 5 years ago. My heat stopped working on February 10, 2022.  I called Comfort Xpress on Friday, February 11, 2022 and a technician came to my house. He spent less than 15 minutes at my house and told me that my “motor was bad” and needed replaced and “hoped that I had some other way to heat my house” (since it was in 39 degrees out). 
  
  The technician told me someone from the office would have to call me with pricing and an estimate on how long it would take for the part to get in. I told him I had purchased the product, from them, less than 5 years ago and asked if the part would be covered by warranty.  He said the part would NOT be covered that someone would get back to me with pricing. I paid him $105 by credit card for the service call and he was supposed to send me a receipt by email (which I never received).  By Sunday, February 13th it was 18 degrees out and I had been without heat for days and still had not heard from anyone at Comfort Xpress. 
  
  I called a second company and had to pay another service fee and an emergency fee since it was now the weekend.  The second company spent over an hour at my house checking everything out and got my heat working. They also indicated that the motor is covered by warranty for 10 years on the Trane units. 
  
  I called Comfort Xpress everyday, twice a day, from February 14th through February 17th. The phone rang and rang but no one every answered and no answering machine ever picked up, so I was unable to leave a message.  Finally, the second time I called on February 17th I reached someone. I explained to her what sequence of events and explained that I still hadn’t received a phone call from Comfort Xpress with pricing or an estimate, had to call a second company to fix my heating unit, and that I was requesting a refund.  
  
  The employee said it was “her fault because she didn’t see the notes in the system”.  I explained that I wanted a refund for the “service”. She said he manager was gone for the day but someone would call me the next day.  Of course, no one has returned my calls.  In addition, I checked my credit card statement to see if they had processed the refund only to discover that they had made TWO separate charges to the credit card on February 14th, both in the amount of $105.  I called Comfort Xpress again today, February 22, 2022, and someone actually picked up on my first call.  It was the same employee that I had talked to on February 12th.  She indicated that she gave the information to the accounting department a someone would call me back.  I informed her of the second service fee that was charged to my card and told her I wanted both fees returned and that I have disputed them with my credit card company, was filing a complaint with the **** ****** and with the BBB.  
  
  

  Business response

  02/23/2022

  Unfortunately this was a stream of unfortunate events.( Between the internet being down which our office phone operate on )& our shipment of motors had not came in yet we dropped the ball.

  How the clients card being charged twice I can not explain. A full refund has been issued to the clients card and the receipts for the refund have been mailed out to her.

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Heat pump. blowing inside fuses. Technician came out. He found problem & solved it . They org. put wrong fuse in it. They had 45 amp fuses in should 60 amp fuses. Caused the fuse box to start melting around the fuses. Is a fire hazarded. in my home. I have had to pay approx. 5 times $95 for each service call for the same problem. I have a engineering degree & t what the problem is. I want someone in management to call me, they are not returning my calls. I want refunds on the service calls, the unit & fuse box fixed & replaced properly.

  Business response

  02/23/2022

  I personally spoke to this gentlemen several time while our manger was out with Covid-19 but as I had explained to him I was not a tech.  We have pulled his install documentation from 2016  & we had everything to code. His home was never a fire hazard as he now understands that.

  The true issue was that his Trane 624 thermostat was not holding its programming, which the 624 is known for. We had repaired his brakers box 2 days before this complaint was filed. 

  We have since replaced his Trane 624 thermostat with a Trane thermostat 824 at our cost. We are pleased that everything has worked out and looked forward to performing this clients spring inspection.

   

  Customer response

  03/07/2022

  3.7.2022, Consumer notified BBB his complaint with business has been resolved.

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