California Comfort Systems

Dear Mr [redacted] , I have and always responded to my customers in a orderly manner, that being said when you contacted me about your LG equipment that was purchased online and installed by a different contractor, I stated that I was in Colorado for weeksWhen I returned I was extremely busy, I apologize for the lack of communication but as far as the High cost comment, that I do not agree with I am a fair and honest man and company and always have been, sorry you feel the way you doSometimes I can't reply to text messages and a email or phone call might be a better form of communication I never said that I am not willing to come diagnose the problem with your lg system and am willing to figure it out, of course if it doesn't pertain to the work I performed there will be a cost involved for service performed.Thank you, [redacted]

Hello, I have a scheduled appointment to go to *** residence on 1-02-16, I would have gone sooner but do to conflicts in our schedule that was the soonest that worked for both of us.Thank you,*** ***
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Dear Mr. [redacted], I have and always responded to my customers in a orderly manner, that being said when you contacted me about your LG equipment that was purchased online and installed by a different contractor, I stated that I was in Colorado for 2 weeks. When I returned I was extremely busy,...

I apologize for the lack of communication but as far as the High cost comment, that I do not agree with I am a fair and honest man and company and always have been, sorry you feel the way you do. Sometimes I can't reply to text messages and a email or phone call might be a better form of communication.  I never said that I am not willing to come diagnose the problem with your lg system and am willing to figure it out, of course if it doesn't pertain to the work I performed there will be a cost involved for service performed.Thank you,[redacted]

[redacted],Thank you for replying. I think with timely, honest communication the issues can be resolved. We had a brief text exchange on on September 22. On Sept. Sept. 23 I asked you to come back and find the problem. Sept. 28 you said "alright".   A week and a half later, not hearing from you about coming back, I asked if you knew when you were coming, you replied around the 20th (Oct). I waited almost 3 weeks after your expected contact time and asked again if you knew when you were going to be able to make repair. I waited another week and received no response. We both have the same dates in our text message history. I can only go off what you  say and when you say your going to do something. I understand being busy and rescheduling.  You determined the system problem was due to leaking refrigerant, and you re flared 6 line set ends , performing a vacuum check on system, recharging system to spec. Please contact me and schedule an appointment to determine if work needed pertains to what you have already done. Thank you,[redacted]

Review: I got contractor's name from LG company website as a certified contractor to install and service my LG ductless air conditioning system. [redacted] performed the work on system and said it was fixed. I asked at time of payment about the high cost , he told me it was because sometimes has to make return visits and doesn't like to charge for what should have been fixed first time. Sounded fair to me. My system stopped working and I contacted [redacted]. He told me he would be in touch with me. I waited, I sent him a text and he told me he would call me later to set up a time to come back. My first communication with him to come repair system again was in September. He now does not respond to my texts.Desired Settlement: I would like California Comfort Systems to stand behind their words and works. I would like them to return my calls and come fix what I hired them to do.

Business

Response:

Dear Mr. [redacted], I have and always responded to my customers in a orderly manner, that being said when you contacted me about your LG equipment that was purchased online and installed by a different contractor, I stated that I was in Colorado for 2 weeks. When I returned I was extremely busy, I apologize for the lack of communication but as far as the High cost comment, that I do not agree with I am a fair and honest man and company and always have been, sorry you feel the way you do. Sometimes I can't reply to text messages and a email or phone call might be a better form of communication. I never said that I am not willing to come diagnose the problem with your lg system and am willing to figure it out, of course if it doesn't pertain to the work I performed there will be a cost involved for service performed.Thank you,[redacted]

Consumer

Response:

[redacted],Thank you for replying. I think with timely, honest communication the issues can be resolved. We had a brief text exchange on on September 22. On Sept. Sept. 23 I asked you to come back and find the problem. Sept. 28 you said "alright". A week and a half later, not hearing from you about coming back, I asked if you knew when you were coming, you replied around the 20th (Oct). I waited almost 3 weeks after your expected contact time and asked again if you knew when you were going to be able to make repair. I waited another week and received no response. We both have the same dates in our text message history. I can only go off what you say and when you say your going to do something. I understand being busy and rescheduling. You determined the system problem was due to leaking refrigerant, and you re flared 6 line set ends , performing a vacuum check on system, recharging system to spec. Please contact me and schedule an appointment to determine if work needed pertains to what you have already done. Thank you,[redacted]

Business

Response:

Hello, I have a scheduled appointment to go to [redacted] residence on 1-02-16, I would have gone sooner but do to conflicts in our schedule that was the soonest that worked for both of us.Thank you,[redacted]

Review: Hi there, Revdex.com! I wanted to bring California Comfort Systems to your attention. I had this company come to a unit that I own in downtown San Diego. The company took my credit card information, which was quite stupid of me to provide, but the company insisted they would not appear without the information. I explicitly instructed the scheduler to call me once the problem was identified by the plumber. There apparently was a leak issue from my unit down into the unit below. I did not receive a phone call, but instead, a charge to my credit card for 4 hours' worth of work. TWO invoices were emailed to me a week after. The total of both invoices, which BOTH indicated, "Leak in 2nd bathroom," both on the SAME date, 1/3/2014, was $694.95. I did get the charges reversed from my credit card as fraud. A customer service representative has insisted that my tenant signed off on the work, which is true, but explains the two separate invoices and 4 hours of charged work as understanding the leak issue. My tenant, who was with the plumber the time of his stay, claims that the issue was fixed easily within 20 minutes. Sadly, I note that this company has a one star rating on Yelp. As a fellow business owner, I just hope future consumers do not have to encounter this business.Desired Settlement: I would prefer that the collections representative stop calling me and that an adjusted invoice of 1 hour's worth of work is allowed.

Business

Response:

In reference to your letter addressed to [redacted], complaint ID # [redacted], please see the following

response.

Comfort Systems acknowledges that we performed plumbing service work for homeowner [redacted]

[redacted] at her rental unit located at [redacted], San Diego Calif. This work was

scheduled through her tenant who resides at this unit. After two trips to locate and make necessary

repairs, we believed the issue was resolved satisfactorily (see attached service ticket with signature of

tenant authorizing time and charges)

When we found out that Ms. [redacted] reversed who the charges on her credit card for our services it

took us about a month or two to finally touch base with her which was in June 2014, finding out at that

time she travels in and out of the country on a regular basis. During this conversation she stated her

tenant is the one who complained about the hours spent on the job stating it only took about 20 minutes

to repair. Since Ms. [redacted] does not reside at this unit I explained to her the process of locating a

leak and what had actually taken place.

We were first called out on 12/24/13 (Christmas Eve) for a leak in the shower area of unit 304 coming

into unit 204 below. Upon arrival the plumber checked in with the tenant of unit 304 and inspected

shower area finding the walls and floor dry. Plumber explained to the tenant we need to get access to

the unit below which were not home therefore we needed to reschedule when we had access to unit 204.

This service ticket was billed out for 1/hr@ $155.00 invoice# 130044.

We returned the day after Christmas on 12/26/13 and checked in with both tenants (unit 304 & 204).

Please see attached service ticket for scope of work performed. Upon completion the plumber checked

out with the tenant and they signed the service ticket authorizing the time and charges.

I explained to Ms. [redacted] that finding a leak is a process of elimination especially when it is not

directly visible. There are many working components within plumbing fixtures that can cause leakage,

and in some cases it can actually be caused by multiple reasons. Having a simple end result is actually

better for the homeowner because replacing the shower valve if that was damaged would cost more than

what the current bill is at this point. Just because the end result was a simple fix by no means is this a

reflection of any lack of knowledge or poor workmanship by our plumber.

During my conversation with Ms. [redacted] I explained to her since I have been trying to reach out for

5 months to resolve the two charge backs, at this point I would be willing to zero out the first invoice in

the about of $155.00 for the initial call (see attached), but the 2nd invoice for the repairs in the amount of

$494.95 needed to be paid right away. Another month went by and on July, 16, 2014 Ms. [redacted]

emailed me a screen shot of her bill pay through her bank showing the invoice paid in full. At that time

she also called me to inform that she believes her tenant filed a complaint with the RevDex.com.

With all above stated I believe the complaint filed by the tenant has been resolved with the Homeowner

Ms. [redacted] who is the responsible party (see attached payment notification).

If I can be of any further assistance please feel free to contact me.

Sincerely,

Administration Supervisor

Review: Here are the events since August, 2013.

1. Air conditioning unit was not working August 2013 so I made arrangements with California Comfort Systems to evaluate and hopefully fix AC in unit 1305 as they were listed as an approved vendor for HVAC repair here at [redacted] Condominiums.

2. The repairman for the first visit in August 2013, [redacted], said the toggle switch that controlled coolant flow had gotten stuck and needed to be replaced. The part had to be ordered and shipped from the east coast.

3. It was September 2013 by the time part arrived, at which time the part was replaced and HVAC re-installed in my condo by [redacted] on September 6th, 2013. I paid California Comfort Systems $500.00 for that part and labor.

4. By September 8th, 2013 the unit was still not working as it was not blowing cold air. I notified [redacted] by email on September 9th, 2013 that my HVAC unit was still not working. He came back out September 10th, removed the HVAC unit and told me it was leaking coolant, and that he attempted to fix it. The unit was then re-installed in my condo.

5. Cool air came out after that, and I assumed it was fixed. However, I used the A/C only 2-3 days just after September 10th, 2013 as San Diego temperatures got cooler.

6. I did not attempt to use the HVAC unit again until April 7th, 2014 when San Diego had its first hot spell of 2014. The A/C unit did not blow cold air when I turned it on April 7th.

7. I notified [redacted] via email on April 8th, 2014 that the A/C still not working. He never responded to my email.

8. After getting no response from [redacted] I called California Comfort Systems, and they informed me that [redacted] no longer serviced the HVACs and that they would send someone else.

9. They sent out [redacted] on April 29th who spent most of his first visit speaking on the phone with someone regarding something unrelated to my HVAC (I should not be charged for his time making personal calls). After getting off the phone, [redacted] removed the outer white metal panel and filter of the HVAC, but did not remove the HVAC itself. [redacted] told me the unit needed to be completed removed for further evaluation. He then replaced the white metal panel to the unit WITHOUT replacing the filter. I had to remind him to replace the filter.

10. On April 30th, 2014 Terry from California Comfort Systems called me stating my bill for the "work" done by [redacted] on the 29th was $155, and that it would cost an additional $740 to remove the unit just for further evaluation.

11. I then set up an appointment to get the HVAC evaluated for May 13th as that was the earliest California Comfort Systems could send someone out.

12. [redacted] returned on May 13th. I delayed my leaving for work that day to give [redacted] time to remove the HVAC unit. After 10-15 minutes of delay I checked on why [redacted] had not begun working, and I found him on hands and knees of hallway in front of HVAC unit trying to get something off the wooden floor. He informed me he had tracked in something on his shoes and could not get it off the floor. I removed the tar?/grease//soil? as best as possible from the floor and insisted he remove his shoes. I should not be charged for his time trying to clean up a mess he tracked in. He then removed the HVAC and took it to the parking garage to work on it. At 12:02 pm he texted me with a picture showing a crack in the heat exchanger of my HVAC. He said he could repair the leak or replace the heat exchanger and in writing he stated could quote both repairs. I asked him to repair the leak and send me estimates of both repairing the leak and for replacing the heat exchanger. He said he would do that in writing. HE DID NEITHER. That same day he said he had to place the unit upright under vacuum for 12 hours and would return the next day (the 14th) to finish the repair between 3-4 pm on May 14th.

13. I took off yet more time from work to be back at [redacted] on May 14th at 3 pm. [redacted] texted me at 3:34 on May 14th that he was on his way. He then texted again at 4:02 pm to tell me that he could not do the work that day (the 14th) because [redacted] "mgmt says we have to be out of building by 5:00 pm". Why would he drive there if he could not work on it. I should not be charged for this time.

4. [redacted] came back the next morning (May 15th) to finish his work, and re-install the unit. After he left, I left for work and noticed there was a white scuffmark on the outside face of entry door (still visible) to my condo that was not there before [redacted] replaced the HVAC in my condo.

15. By Sunday May 18th (I was out of town May 16-17th) the A/C was still not blowing cold air.

16. I notified [redacted] on Monday May 19th and he did not respond.

17. I notified California Comfort Systems May 19th as well.

18. [redacted] came back on May 20th. My friend was here to monitor [redacted] who arrived at 4 pm on Monday the 14th. My friend informed me that [redacted] thought it had no coolant, but that he could not work on it that day (May 20th). What was the purpose of this visit? It was obvious the leak was not fixed properly.

19 This same day, May 20th, the billing department of California Comfort Systems called me asking for a payment of $1200. The billing department was UNAWARE that my HVAC was still not repaired. In addition, they provided no written statement describing what specifically the $1200 bill was for…an unrepaired HVAC? The white mark on my door? the stain on my wood floor? etc?

20. I sent the above info (1-19) to the general manager of our building ([redacted]) in attempt to resolve the issue. Carmen from California Comfort Systems called on May 21, 2014 indicating she was sending a field supervisor [redacted] Haugh (sp?) and [redacted] and to attempt to repair the leaks. They arrived on May 22nd and the AC has been working since then.

21. On June 9, 2014 I received the following email from [redacted]:

Hello Mr. [redacted];

I have left several messages for you regarding the past due invoice # [redacted] in the amount of 1,270.00. Please respond as soon as possible to avoid this invoice being submitted to collections.

Thank you. [redacted]

Administration Supervisor

###-###-####

22. I emailed her back immediately that I needed to see the invoice (I have never been given any invoice such as ([redacted]) to check that the charges are correct before I pay the bill. She has not yet responded back to my request for written itemized invoice.Desired Settlement: I have requested written estimates and a copy of a written invoice from California Comfort Systems, but I have never received any. They asked me to pay $1270 for services and have recently threatened to use a collection agency for the bill. I believe I am entitled to see in writing the specifics of what I am being charged for bill before paying the bill.

I need to confirm that what I am being charged is correct.

Business

Response:

July 8, 2014

Revdex.com

4747 Viewridge Avenue, #200

San Diego, CA 92123-1688

Reference Id:[redacted]

Dear Ms. [redacted];

In reference to your letter addressed to [redacted], complaint ID # [redacted], please see the following

response.

Comfort Systems acknowledges that we performed initial service work on Mr. [redacted]'s HV AC

system in August and September, 2013. After several trips to repair the unit, we believed the issue was

resolved satisfactorily and Mr. [redacted] paid the related invoice in full at that time.

As Mr. [redacted] indicated, he contacted Comfort Systems approximately 7 months later about further

issues with his system and we performed additional HV AC service on May 13 & 15,2014. Mr. [redacted]

had left for work prior to completion by our technician, therefore we were unable to obtain a signature

from him on our service ticket. When our office was subsequently informed of Mr. [redacted]'s continued

concerns, we sent our technician and field supervisor back to Mr. [redacted]'s residence, at no further

charge, to perform further service on the unit to his satisfaction. The total amount of Mr. [redacted]'s bill

for the May 13 & 15 service calls was $1,270.00. Once the service technician completed his paperwork,

an invoice was generated and our office attempted to run his credit card for the charge but it was

declined. I made multiple attempts to contact Mr. [redacted] at the phone number he gave our dispatcher

(###-###-####), with no return phone calls.

On June 9th Mr. [redacted] and I were finally able to make contact with each other. At that time he said he

never received any of my messages. It was also discovered that he had never received a copy of his

invoice or the service tickets associated with the job, unbeknownst to us. I apologized to Mr. [redacted] for

the misunderstanding and explained the charges to him listed on the invoice. He explained his

dissatisfaction with the service he received. I explained to him that we did not charge for labor on the

22nd for our service technician, Albert, or field supervisor, [redacted], and apologized again for his

frustration.

Mr. [redacted] stated on his email dated 6/9/14 at 2:31 PM ·that once he received the invoice and it all checks

out, he would pay right away. As promised, Mr. [redacted] promptly paid the invoice, as his check was

received and deposited on 6/16/14 (check# 148 for $1,270.00).

I believe the complaint filed by Mr. [redacted] with the Revdex.com was a day prior to he and I speaking and

resolving the issue. I have attached a copy of our emails, his check, and our invoice with service tickets.

If I can be of any further assistance please feel free to contact me.

Sincerely,