ComplaintsforWoods Comfort Systems

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We called woods comfort systems to check our ac unit when we found out it was freezing up on Friday, June 7. The company informed us that they would visit us on Monday, June 10. To prepare for the visit, we needed to keep our system off at least 8 hours before service. So we turned off our unit. The technician came out in the afternoon and checked the system. He informed us that the work that needed to be done was similar to what they did the prior July 2023. The technician also said that the way the work was done previously was incorrect and that it probably caused the unit to fail. He said he could not fix it that evening. He said he could request parts and we complied and paid for the parts. However he could not fix the unit that day because he had to go through the ac warranty to place the order. Since repair was going to be delayed, we asked if we could turn the system back on and he said no as it would damage the unit more and they wouldnt be able to fix. I called to inquiry about why we are paying for the same service that was done in July 2023. The customer service rep mentioned that they would escalate it to the director of operations and I should expect a call later that afternoon or the next morning. I did not receive a call on Tuesday. Today, Wednesday, June 12, I did not hear from the director so I called the company for an update. They told me he had the information and I would be receiving a call. The company couldnt give an update for where the parts are or when they could service the unit. We also asked for our emailed copy of the estimate and invoices. The company rep was rude and asked us if we asked for it to be emailed. And then blamed us for giving the guy maybe the wrong email. We only received one estimate from Monday and are still missing one even though we have a charge for it.

  

  Business response

  06/14/2024

  We are refunding the customer her money.

  Customer response

  06/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I still would like to state that their customer service is subpar and that they should learn to follow through on their requests or let customers know they cant take the work. I will not recommend this company and will strongly discourage others from using them due to poor customer service and lack of follow through. I agree to the refund as is. 
  
  Regards,
  
  *********************

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had company install a new unit in January 2022. Once it was complete and we moved in March 2022, we started having issues with humidity. They came and checked issue and thought it was resolved. We continued to have issues every month since then. The drain line had inadequate slope which caused poor drainage. The duct had a leak which caused our bedroom extremely high humidity. The thermostat was changed but issue isn't fixed. During cold days in early January 2024, half the house was extremely cold under 63 degrees while the other half was warm 72. No dampers were installed during initial install. We had a service call again on Jan 29, 2024 due to uneven temperatures throughout home. There was a no show and when I called to confirm status they said technician was out for the day but forgot to call. Overall unprofessional, lack of communication. Need a comprehensive assessment by an engineer who specializes in system balance.

  

  Business response

  02/19/2024

  I have contacted *******************. I will be getting our energy department out to do a full balance of the system airflow. We did go out on 1/30/2024 and make to master bedroom and master bathroom airflows also in master closet. After making changes to the airflow in those areas we recorded temperatures, and all rooms were with in 3 degrees of the thermostat set point per our guidelines. I have spoken with **** since I received this complaint and let her know I was out for my father's death and a kidney stone, but I was aware of situation and be working to schedule a visit to rectify the issue. Previously we had found that the unit was oversized, and I changed out the outdoor unit to an upgraded 2 stage 4-ton unit for no additional cost to client as well as changed out thermostats for no additional charge because we had made the mistake with the sizing. **** has my personal cell phone number so does her husband and neither have called me directly letting me know of any more issues. I will continue to try and resolve the issue if we can recreate the problem but haven't been able to recreate problem since it hasn't gotten as cold as it did the week of January 18th. 

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 6th, the service technician came out to our house to complete a normal maintenance with the plan that we were paying for. After the tech sprayed the ** unit he left the hose hook to our outside faucet and left the water turn on. It was days later that we started receiving emails from the ************** stating we had a leak and our water usage was super high. After further review of technicians mistake with *****, Director of Operations and ****** in HR they provided us with a letter stating that they will ensure to pay for the water usage. We provided them with the bill and all information for the incident. We have been very patient and now they are not answering our calls to take ownership for their technicians error.

  Customer response

  08/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **************************************

• Initial Complaint

  07/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Woods Comfort Systems ******************************************************************** 512-971-8536 8/12/2020 Paid $199 for AC Preventative Maintenance Informed by employee business would contact us to schedule service- never happened Service was never provided 6/21/2022 Paid $228 for AC ******************** tech replaced one battery)The $199 previously paid was never applied to the cost nor was a refund provided.Customer service acknowledged the lack of service and now are offering to honor the 2 free services. Requesting $199 be refunded. I do not want to take the chance of them not fullfilling the work again not track them.

• Initial Complaint

  08/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 8-16-2021 I scheduled a service call for my ac that was cycling on and off. A technician came to my home and determined that the drain lines and the interior of the air handler need to be cleaned. The ** unit was operational at the time, but it was understood that it may fail. An estimate for repairs was given that was paid in full prior to any work being done so that the repair could be done. The ** failed again 2 hrs later and when I called to get this resolved I was told the technician would return prior to 9pm. The technician then called me and began to argue about the diagnosis.(which is in writing) Not a very good customer experience at all.

  

  Business response

  10/04/2021

  After speaking with home owner I sent another technician **** out at 9:28pm he arrived at 10:04pm and worked on the system until 11:04pm. He found outdoor unit not running because of safety switch on primary drain. He cleaned the primary pan and cleared the drain added gel tab to pan. He removed the water from secondary drain pan and the unit was cooling per factory specifications after that. I followed up with client the next day and he was satisfied with what **** did and have not heard from the client since. The technician ****** was reprimanded and received a written write up for arguing with the client and for not performing the work properly at the time of service.

  Customer response

  10/04/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************

*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. ↩