Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Installed new AC unit May 2018, AC did not work properly during summer months. Multiple routine maintenance check ups done and multiple other house calls made for equipment not working properly. They could never tell me the exact cause. I did have an insulation company look at my insulation and vents and they noted my insulation was in excellent condition, closed 2 gable vents, and added 2-3 more soffit vents. In 2019/2020 Comfort Heroes did note a mistake when installing the new unit in 2018 about double filters being placed. They did not realize there was one inside the house already and they installed one on the exterior of the house in 2018. They told me I was liable for the cost to fix that. I did pay it and then went back to them requesting a refund due to this being a mistake on their part. They did refund the whole amount. I was informed by Comfort Heroes June 2024 that a new TXV would need to be installed after informing them, again, that house was hot during summer months. 2nd opinion given by ****** **** and they noted there was no TXV installed when new equipment was installed by Comfort Heroes and the piston was not replaced (Empire stated either option could have been done by Comfort Heroes). I sent Comfort a letter on 8/6/24 explaining all this and requested financial reimbursement/reply by 9/6/24 and have not heard anything. I am in the process of filing a case with small claims court.

  Business Response

  Date: 09/06/2024

  In 2018 we installed a new air conditioner for ** ********** at her home. At the time of the original service call it was discovered that ** ********** already had a new evaporator coil installed in her HVAC system from another contractor. We informed the client that we could replace the evaporator coil, which contains the piston and/or TXV, at the time of the air conditioner install, but ** ********** opted to not replace the evaporator coil at that time to save money. Now, several years after the fact ** ********** think we should be responsible to replace the failed components for free as well as pay her utility bills due to a failure of the evaporator coil which we did not install.

  Customer Answer

  Date: 09/06/2024

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

  During the initial service call May 2018, the tech did not inform me of the option to replace the coil/piston/TXV. He advised to replace the AC unit as it was a not so good brand or continue with regular, expensive work. I am taking this case to a legal matter with small claims.

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

• Initial Complaint

  Date:04/12/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document

  Business Response

  Date: 04/18/2023

  Ms. ****** called in to request service on 3/29/23. The service call was scheduled for a $** service fee plus the cost of repairs. One of our plumbers was able to arrive the same day and found she had a leak under her sink, which we were able to make the necessary repairs to. The total cost of the repairs plus the service fee came out to $******, including tax. Ms. ****** called in to complain because she thought the price was excessive and that it should not have cost more than $** to repair the leaking pipe. We stand by both the quality of our work and our pricing. In any ordinary circumstance we would not have refunded the cost of the repairs. We only refunded the $*** out of the kindness of our heart, because after speaking with her, the management team perceived that Ms. ****** needed the $*** more than our company. All of this took place before Ms. ****** contacted the BBB, making this complaint redundant.

• Initial Complaint

  Date:12/27/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/22 - Issue at house not hot water - Comfort Hero's had the quickest response time 12/22 - Comfort Hero's state they descaled the tankless water heater, but not sure if that was the problem water heater is working, but could have been frozen pipe. 12/22 - Spoke with their office regarding the amount paid and that they tech they sent out didn't know if what he did solved the issue, the office stated if I had the same issue they would come out and fix it. 12/24 No hot water again, same issue no hot water at hot water valves when heater is on, when heater is off you get cold water through valves 12/24 - They send someone out, they state there is no power the unit. He based this on the fact the remote display wasn't lit up. They would have to call someone Monday to trouble shoot. 12/24 - I read through the owners manual determine how to display troubles codes, get the code and the recommended steps to resolve it. 1. Descaling 2. reset the heater 12/27 - The heater is working fine called Comfort Hero's to see about getting a credit since they charged me for something they did not do. Josh said they billed me for what the did, didn't charge me for Saturday since it was a separate issue. This is insane that a business would be so *********** that it would basically lie and manipulate the truth so it was a favor to the owner. I ** ** *** *********** ******** *** * would never try a scam like this, I take offense to it cause it gives contractors all over a bad name and reputation. As I told them on the phone I would gladly pay their service fee of $***** just to show up. But I shouldn't have to pay for them to flush the system when they clearly didn't. I have pictures of when i flushed it and the debris that came out, along with pictures of the inline filter they didn't clean when they flushed the heater. I also have video showing the tech coming in and out without any of the tools needed to flush to the system.

  Business Response

  Date: 12/28/2022

  On 12/21 Patrick and Alice ******** called for service on their tankless water heater. We dispatched a technician immediately to resolve the issue. Upon arrival we found the unit had some substantial damage to the side of it. We performed a maintenance and descale on the water heater and the unit began to run properly through the testing. The water heater was functional when we left. Patrick called to complain about the cost of the repairs on the 21st. We explained that we provided the client with solutions which they agreed to and the service was provided and we would not be refunding the charge for service. Three days later on Christmas Eve Patrick again called in screaming and demanding we fix his water heater for free or else. We were closed on Christmas Eve, but still sent a journeyman plumber to their home at no cost to evaluate the water heater, which the client acknowledged he had tore into and "tinkered with." The client also acknowledged that he had flushed the water heater himself and it made no difference with the unit. We also cannot warranty clients working on their own equipment. We recommend Patrick to install a water softener and have maintenance performed annually to avoid more problems like this in the future.

  Customer Answer

  Date: 12/30/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  There are several points I take exception to. By "tinkering" I'm sure they referring to me actually flushing the system? They self admittedly state they did not descale the system. Which is exactly my point and the reason I am demanding a refund. The invoice states decals water heater. If they had actually provided that service yhere wouldn't have been an issue, fact is they got paid to do something they didn't do.

• Initial Complaint

  Date:10/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 5, 2022, I had a leak in a pipe above my water heater. I called around to various plumbers and found Comfort Heroes, who sent a technician over. He looked at the leak, then claimed it would cost $*** to fix, which involves only replacing about a foot of plastic pipe and a small valve. I said that was really high, then he told me I could shoot him a different price, which seemed strange. Ultimately, he claimed to fix it then charged me $***, which I paid (having no real option). I then called the company to inquire after I saw their website advertises that fixing a pipe leak is $**. No one called me back. Then today, there was a leak again just where he supposedly fixed it. I called them back, and the only solution they offered was to send the very same guy back. I told them I didn't want them in my house after the weird haggling experience and the exorbitant fee. I was told there was no other option and no refund would be given. I offered to send them photos to show that the supposed fix was spraying water. They would not accept that. Overall, it was a terrible experience, a loss of $***, and now I'm waiting for a different plumber to arrive to actually fix the issue.

  Business Response

  Date: 11/30/2022

  We have made multiple attempts to not only explain our pricing structure to both Kevin ******** and Nicole ********, but also to try to come to a satisfactory resolution with ********/********. Even after Kevin called in cursing, swearing and berating female office staff we attempted to provide multiple solutions, though he refused to listen or negotiate in good faith. We also offered to lower the total cost for the work provided when Nicole spoke with the office manager, following Kevin's heated calls. We also offered to send Clint back out to take care of any leaks that may have been related to the work, but Mr. ******** and Nicole refused. We have not heard anything else back on this matter from Kevin ******** or Nicole ********.
  We have worked to find a common ground with Kevin and Nicole, but have found little response back. When Kevin did call in he was verbally abusive to female office staff. While Kevin may not be satisfied with our pricing structure, the estimate for the work was presented and agreed to by Mr. ******** prior to us starting the service. Those services were provided at the price quoted to Mr. ********, however, the Mr. ******** is still unhappy about the price.

  Customer Answer

  Date: 12/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  First, I was frustrated, but I did not curse out anyone. I had water spraying all over my utility room from the same spot they had charged me an exorbitant amount to fix the day before. Second, they agreed to lower the price by a small amount during my conversations with them, then they sent a letter to me telling me I had to agree to not complain to the Better Business Bureau or to post anything negative about them for them to actually refund the small amount they said they would. I responded to them in writing, which I attach. They never responded to me. Instead, they apparently chose to respond via the BBB. Clearly, their proposed "solution" that they write about now was not an acceptable one, which was sending back the same guy who overcharged, failed to honor the price they were advertising on their website that very day, required me instead to haggle over the price while water had sprayed all over my utility room, and then didn't actually fix the leak that I paid him to fix. I stand by what I wrote in the attached letter and the previous submission.
  See Attachment/File: Comfort Heroes.docx