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:07/31/2024

  Type:Product 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.

  Requesting refund of $774 for A/C service charges on June 9, 2024 for failure to perform contracted work and raising some ethical concerns. The blow out job conducted for a clogged drain pipe was not performed to minimum industry standards. Two other ac companies have confirmed that a proper line flush was not performed as the line was not cut and capped at one end to ensure the nitrogen that was blown into the line would actually go down the clogged line to unclog the line. The nitrogren simply blew into the other end of the drain line into the coil system. Also noting a drain blow out valve was also not installed. Thus, the clogged drain line issue was not resolved because the blow out was not performed to minimum industry standards. Additional context: At the start of the service call the technician pointed to a faulty coil system with xdegree differential, quoted 6K to replace and further advised to potentially replace the whole aging unit. Was the real goal here to make a new system sale instead of fixing the issue? To be a certified a/c technician, one would know how to conduct a blow out on a drain pipe so what happened here? I am submitting a claim on BBB following unfruitful attempt to resolve with the owner ******* by emailing her at ******************************** on July 14 and July 30th, noting next step would be to contact BBB. As of July 31 10:45AM, a response had not yet been received. Attempting resolution now through BBB to ensure attention to this matter and a full refund be issued. I have a full time job, divorced, 3 young kids and many other accountabilities to worry about then to be continually following up on this item. I appreciate your attention and resolution to this concern. Thank you!

  Business Response

  Date: 08/01/2024

  The requested and approved work done by our senior technician was performed as agreed with the customer.  Before the attempted A/C drain line clearing was performed, the customer was advised that the evaporator coil was found to not have a secondary line that ran into the drain pan. This was allowing the water to back up into the unit itself and run into the furnace. The system operating temperature split was taken on the unit. It was only found to have a 16 degree split. The evaporator coil was checked through the viewport. The center of the coil was found to be darker and warmer to touch. The bottom half and the upper half of the coil were found to be functioning and cold. After further diagnosis it was determined that the evaporator coil had a slight restriction, preventing it from getting to proper temperatures. The customer was advised that the unit could possibly also be freezing up due to this restriction. The customer was informed that the unit was functioning to the best of its ability at this time but due to its age and condition, it was recommended that the customer think about replacement options. Customer was told about the clogged drain line. Customer was coded $545 plus the diagnostic to have us attempt to clear the drain line. Customer was informed multiple times that there was no guarantee that we could clear the drain line. Customer was told that we highly recommend a plumber. A plumber could guarantee the work, or if there was issues further down the line in the sink below, they clear this at that time. Customer agreed to have us attempt to clear the drain line. The drain line was attempted to be cleared with nitrogen. The attempts with the nitrogen did not clear the drain line. Customer was informed that the drain line was not cleared and that she would need to still contact a plumber. Due to the clog drain and the water issues on the ceiling in multiple locations it was highly recommended not to prevent further damage. The vent pipe on the system also was found to be detached. The vent pipe was put back together at the one joint that had come loose. The services performed were done correct and to industry standards as agreed.  No refund is warranted for the services agreed to and signed off on by the customer.

   

  
  

  Customer Answer

  Date: 08/02/2024

  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.  
  

  Please advise the process taken to clear the clogged drain pipe with nitrogen, step by step. 

  
  Regards,
  *****
  
   

  
  

  Business Response

  Date: 08/12/2024

  System was checked and found to have a clogged drain line. The evaporator coil was found to not have a secondary line that ran into the drain pan. This was allowing the water to back up into the unit itself and run into the furnace. Customer was quoted $545 plus the diagnostic to have us attempt to clear the drain line. Customer was informed multiple times that there was no guarantee that we could clear the drain line as the system could be clogged futher down in her plumbing system and we are not plumbers. Customer was told that we highly recommend a plumber. A plumber could guarantee the work, or if there was issues further down the line in the sink below, they clear this at that time. Customer agreed to have us attempt to clear the drain line. The drain line was attempted to be cleared with nitrogen by attaching a hose and air gun to a nitrogen regulator, setting the secondary regulator to 30 PSI, and then blowing nitrogen through the open section of pipe. The attempts with the nitrogen did not clear the drain line. Customer was informed that the drain line was not cleared and that she would need to still contact a plumber. Due to the clog drain and the water issues on the ceiling in multiple locations it was highly recommended not to prevent further damage. The vent pipe on the system also was found to be detached.. The vent pipe was put back together at the one joint that had come loose.
  
  

• Initial Complaint

  Date:09/08/2022

  Type:Product 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.

  I was enrolled in Custom Comfort gold club from approximately 1/2018 until now. The company’s program was supposed to perform bi-annual maintenance/service on both (total two) of my HVAC air conditioner outdoor units. I paid a recurring monthly charge of $20.70 for this program. The last date of service for both of my units was 8/2021. The company was supposed to service my units in February and August of 2022 and they failed to do so. Whenever I would contact customer service I was always told that they would contact me back to schedule and they never would. I requested to speak with a Supervisor on multiple occasions and I was always told that she would contact me back and she failed to do so. On 9/8/2022 I contacted Custom Comfort to schedule service and I was told by a representative that the Gold program was discontinued and they no longer offered it. I asked the representative if the program was discontinued why was I not notified and why did they continue to deduct monthly payments from my account and refuse to complete my service? Custom Comfort continued to deduct $20.70 monthly from my checking account and now they refuse to service or refund my money. This constitutes fraud, theft, and deceptive practices. I want my monthly payment of $20.70 that I paid from 9/2021-8/2022 totaling $248.40 to be refunded to me because no service was ever delivered and they continued to charge me for a program that no longer existed.

  Business Response

  Date: 09/09/2022

  
  There have been many discussions and emails with the customer about her account.  June 1, 2021 through November 1, 2021 the payments for the monthly maintenance were not received totaling $124.20 in missed payments.  The past due account balance of $124.20 is due before further services can be rendered.  Once the missed payments from 6/1/2021-11/1/21 are paid we would be happy to continue to provide the bi-annual maintenance for her hvac systems.  Please provide proof of the noted missed payments as they were never received in our system.  Perhaps there was a mistake by the banks and this is all just a misunderstanding.

  Customer Answer

  Date: 09/26/2022

  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.

   

  Custom Comfort did not and has not sent me any emails, nor returned my calls to discuss this matter.

  If I owed a balance why would you wait one year later to notify me if this is true. 
  

  If a balance was owed I should have been notified IMMEDIATELY via email, phone, or text. This did not happen.

  They have continued to debit monthly payments from my checking account. Last debit was 8/2022.

  When I called to request service I was told that the bi annual Diamond package that I had was no longer offered so why did you continue to charge and deduct money from my account if the service was discontinued?

   

  This is fraud and deceptive business practices.

  You never notified me that service was no longer offered and you never returned my calls to discuss a false balance from a year ago that you claim I owe.

   This is unfair to me as the consumer. In 2018 I paid over $14,000 to have two HVAC units installed and this is how I am treated.

  If I paid over $14,000 for new units I guarantee you that I would not have issue paying $124.00 if I TRULY owed it.

   Furthermore you have continued to deduct money from my account and not render service therefore you owe me.

  
  Regards,

   

  Choice ****** 
  
  
   

  
  

  Business Response

  Date: 09/28/2022

  Ms. ****** emailed me today at 11:56 stating she reversed the credit card disputes and dropped all claims against us as she realized that she paid for 10 out of 12 tune ups (before disputing the credit card charges) and she in fact received the 10 tune ups. I would be happy to forward all the emails we have had back and forth proving this issue has been resolved.

  Customer Answer

  Date: 10/04/2022

  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.]
  
  Regards,
  
  
   Case: ********
  
  I reversed my credit card dispute of $186.30 not because I agree with Custom Comfort or believe they are right. 
  
  I reversed the dispute because they bullied and threatened to put a lien on my home if I did not drop the dispute.
  
  The fact still remains that they took money out of my account and refused to service my units.
  
  The last service on my units was 8/2021, 13 months ago.
  
  This company is deceitful. They responded to the BBB saying that I realized that I received 10/12 services and that is a flat out lie. 
  
  No where in the email did I ever say that.
  
  Again, for the record, I only reversed the charges and gave in to the dispute is because I was threatened that they would put a lien on my home.
  
  This company is deceptive, unethical, and flat out despicable.
  
  If they bullied and threatened me I would hate to think of what they may have done to other customers.
  
  I have attached all emails between myself and Custom Comfort for you to review.
  
  I’m saddened by the outcome, and do not desire to do anymore business with this company.
  
  For my own emotional well being I have settled and closed this dispute with Custom Comfort even though I do not agree with them.
  
  Sincerely,
  
  Choice ****** 
  
  

  Business Response

  Date: 10/04/2022

  This complaint is riddled with lies about the facts and about how we do business.  We only ask to be paid for the services rendered at the price agreed to. Ms. ****** agreed to 12 tune ups on our maintenance program paid at $20.70 per month.  She had issues with a declining credit card on many occasions. The bottom line is she received the 10 tune ups she paid for and when asked to pay the balance owed in order to schedule the final 2 tune ups, she refused to pay for them. From there she began disputing what she had paid us for.  We explained that the services were rendered and the relief available to us is to file a mechanical lien if payment was withdrawn. We have thousands of customers on our monthly maintenance program and never have had anything like this. I will not allow our reputation to be smeared by lies.  If mediation is the next step to clearing this up, I’ll be happy to proceed with it.