ComplaintsforHouston Air Comfort

• Initial Complaint

  06/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We contacted this business in response to an ad on our ************ ***** **** They responded and gave us a very competitive quote. I decided to use them since they were the only company that could provide the system I wanted at the price point that I could afford. They actually sent a couple of workers by on a Sunday to do the install. Once the install was completed they were given a check for the entire amount. I tried to contact them to get a receipt, and had no luck. I had issues with the thermostat the 2nd day and tried to contact them via phone and email, but they never replied. I have since tried to contact them on many occasions to check on the status of my equipment registration and help with the thermostat, and still no reply. If my system does not get registered in a certain period of time, then I have no warranty and now it appears like I have no customer service. I am getting very concerned !!!

  Business response

  06/27/2024

  I am sorry to hear that our customer service is not to your expectations, we do appreciate any feed back to help improve our business. I read all your concerns and I have emailed you the copy of your paid invoice along with the Registration of you AC equipment. I left a voice mail as well to schedule service for our earliest appointment. I hope to hear form you soon so that we may do our part in making this right for you. Again thank you for your feedback and we appreciate your business. 

  Customer response

  09/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  Hello:
    I would like to mark my complaint against Houston Air Comfort as resolved, but the link I was given no longer works. Can you please point me in the right direction.
  Thank You.
  **** ******
  

  
  

  
  
   
  

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company installed 2air conditioners on our home, Company came out to do a repair and the Technician removed a breaker from the electrical panel and wired both units to one breaker and told me it was a temporary fix and he would be back to fix it permanently, Technician returned but did not fix the breaker, a different Technician was sent out about a month later and said he could not perform the fix and notified the company and said that they would be in touch, it’s now been about 2 weeks and no calls, I spoke to customer service 2-3 times with absolutely no help from the rude service agents, send 2 emails requesting a manager call me with no results. Units are new and under warranty from this company, they have said that they do not do electrical repairs when it was one of their own Technicians who created the issue.

  Business response

  11/02/2022

  per our conversation, we have scheduled an appointment for Wed Nov 9th. We do apologize that we failed to address your concerns sooner than today. Please contact our office if you need anything more in the future. 

   

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new air conditioner unit from Houston comfort Air May of 2021. Since then they have came out 11 times to add freon and try to find the problem which yet is to be resolved or found. I purchased in good faith the complete outdoor system and complete HVAC attic system from Houston comfort Air. Now my air conditioner is not cooling properly yet again. They will not put me on the service list unless I pay the $150 diagnostic fee which I refuse for I paid this three times ago and the problem is yet to be corrected or resolved. I have called the owner used to respond he no longer responds answers calls texts I've even called from different numbers to the office because they stopped answering my calls and then when I hit the sales button they'd answer then cuz they thought they'd make a sale. We paid $5,700 for this unit and it is not work properly from the date of installation. I would like this resolved by properly fixing my unit or replacing the whole unit which I believe needs to be done because they obviously don't know how to fix it or it would be fixed. Another option to resolve is a complete refund by the company. I've had to take off countless times to be here for them to arrive and they say they're coming at a certain time they show up either later or before or they only work on the outside unit not to let us know they're here and then call afterwards and say they were here yet to go upstairs and check the HVAC system.

  Business response

  10/26/2022

   The last invoice reads that the line set in the house has a hole in it and it cannot be welded because it could catch fire. This was not part of the install. The lineset needs to be cut and capped and rerouted. This is not part of the original contract. If you want to replace the lineset, we can replace for $2450. 

  Customer response

  10/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  Unbelievable! This is news to me after the 11th time they've had to come out and put freon in the unit I have not been notified that this was the issue also the line and the technician I cannot remember his name ** ** * ***** ********* *** ***** **** himself knows him because when I spoke to John he asked if that gentleman had came out and I said yes well he has told me whoever put my unity in on install that they bent the line and that's why the freon is leaking also that's number one number two they have been out several times someone from Houston Air Comfort set out of the kindness of their heart they put me a surge protector switch on their free of charge. Also whenever they did the installation it's not rocket science if it was so dangerous then why did they go ahead and complete the job knowing what could entail that it would not be fixed properly due to what they say is why they can't fix it and that I need to pay $2,400 I do not agree with this. Also wouldn't you think if my house was in danger of catching fire that they would for sure notify me for they are the ones that did the installation. Like I said no one has ever told me what is the reason they can't fix it and if that be the case then why have they had to add freon every single time they've come out no one out of the 11 times they have came has said they cannot fix it they just keep band dating it this is all news to me all the sudden is believing to be because I finally got somebody in a higher power involved the BBB so they had to fight an excuse as to why they're not doing their job and why from day one that this unit that they sold me has not worked properly
  Regards,
  
  
   
  

  Business response

  11/01/2022

  This matter was relayed to you after the last visit. John has spoken to you in regards to this matter as well. 

• Initial Complaint

  08/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a central air conditioning unit installed. There was damage done to my property. I have called, texted an emailed the installation company and no one will respond. I call the main number and the people answering the phone say that they will relay my message however I haven’t had any response. What do I do next???

  Business response

  08/30/2022

  We will put you on the schedule for next week. Can you please send me pictures of the damage? ****************************

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new AC unit with 10 years of service and maintenance. The AC is not working and they are charging me $129 to come look at it when it’s still under warranty. The contract does not state this service fee.

  Business response

  09/01/2022

  You are completely covered for 10 years parts and labor. The service fee is exactly that, should there be anything wrong with your unit, you will not have to come out of pocket for parts or labor. 

• Initial Complaint

  08/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a brand new AC unit installed from this company on 8/25/2021, upon signing the financing contract I was advised by my salesman John (************) that I would receive regular service from a technician on my unit to ensure it was functioning properly and to clean the unit. According to my contract, "Customer acknowledges that labor warrant can and will be voided if preventative maintenance is not completed." Houston Air was initially supposed to send a technician out on May 14, 2022, between the hours of 11 am - 4 pm. I received a phone call stating the technician would not be out and I would be rescheduled for June 4, 2022. I was supposed to be scheduled for June 4, 2022, between the hours of 9 am - 1 pm. I received no call and the technician never showed up to service my unit. I called again on June 11, 2022, and spoke to the customer service representative to confirm when I would be scheduled since nobody ever showed and was advised that "maintenance services" were not currently being provided. I stated that according to my contract they were expected to provide regularly scheduled maintenance to ensure my unit was functioning properly and I expected a technician to be out, it was at that time she rescheduled to have my unit serviced on August 6, 2022. Upon contacting the company today to confirm a technician would be out I was advised again that my address had not been on the schedule.

  Business response

  08/30/2022

  We will have a service technician come by next week. We will contract you to pick a date. 

*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. ↩