Collins Comfort Masters

Had a great experience with Colllins Comfort. They were sensitive to the fact that we had dogs & a young child. All of the guys(Justin G., Juan, Chris B[redacted], Chris W[redacted] & John L[redacted]) were friendly, worked quickly & cleaned up after they were done.

Collins Comfort Masters replaced my air conditioning and heating system on a contract through [redacted]. Before the work, a representative met with me and my wife, and he discussed our system needs, explained all the options and costs, and helped us choose a system to assure our comfort during the weather extremes that occur here in Mesa.

The two installers, Jose V. and Derek M., arrived on time on the date scheduled for installation, did the work within the time predicted, showed me how the system worked and that it was working as expected, and left the site neat and clean.

I would definitely refer friends, first of all to the [redacted] contractor service and then to Collins Comfort Masters.

We found out about Collins Comfort Masters through Costco and we were contacted right away after our initial query. Neil handled our purchase of the units that we needed for our home and he handled all of our questions quickly and professionally. Our units were installed today by [redacted]., [redacted]., [redacted], and Lujandro and we were very impressed and satisfied with their work. They were efficient, professional and friendly and they made sure our house remained clean after they were done. We would not hesitate to use Collins Comfort Masters again in the future.

[redacted] and [redacted] were fantastic, Knowledgeable, efficient, friendly

Collins Comfort Masters designed and installed our first system 9 years ago; and a second system for an addition 8 years ago. They have been servicing since then. With my background in the service industry, I've appreciated their service techs who have all been friendly, professional, competent, and neat in appearance. Travis was recently here to complete the bi-annual checkup and service on the two systems. He's been here on previous calls, and is always willing to explain what he is doing, while proceeding with his work. It's been a good relationship, which I hope will continue.

I wish to recognize [redacted] and [redacted] of Collins Comfort Masters for the superb work they performed in installing the AC systems in my house on June 12th. They were thoroughly professional and efficient and managed the time so well. I was impressed with their work ethic. Great job all of you!! Thank you.

I was recommended to Collins via [redacted] and I am truly happy with the service and price we received from them. Not a speck of dust was left from the installation.

We had a new Lennox heat and cool system installed by Jose V. and Dan L[redacted], excellent service, they were very professional, courteous and knowlegeable Great Job!
We love the system! We bought the unit and it was installed next day! Everyone at Collins we talked to were Great: Garret, and also had Dan D[redacted] came out in hopes we could repair the old system we had: then made the choice to purchase a new system very glad we did. Collins Comfort is Great would recommend them to everyone!

I want to share a couple good events I had; first, back on the 9th of Oct. the wind slammed our door shut knocking the touch screen unit on the floor . We were receiving company for our 50th anniversary. I called Collins and got Heidi on the line, who went to work and had Mr. D[redacted] at my home within the hour. He replace the unit right away and all was saved. Second, a few days ago my air unit was dripping water and I again needed Collins to help. I called and got Jason this time, who was just as helpful as Heidi. He Travis who was very quick to discover the cause of the water leek and repair it. So, the Collins company and there employees are tops in my book!!! Thank You All

Recently my Lennox heat pump stopped blowing cold air. I called Collins Comfortmasters because I have a maintenance contract with them. I spoke to Julie and she offered to send a technician out ASAP. She also offered to waive the diagnostic fee. Because I had a regularly scheduled maintenance visit in a few days and it wasn't hot, I just waited for that. Julie also explained all my warranty options thoroughly so I wouldn't be surprised by any charges. She also gave me contact information for Lennox and Costco, where I purchased the unit. The technician, Fred, came just when he said he would. He thoroughly inspected the unit as well the the air handler and thermostat. Curiously, no error codes appeared. Fred indicated that this was highly unusual. Despite this, Fred got the unit operating properly again. Even though the unit was now working, Fred refused to give up on finding the cause of the problem. Ultimately, Fred discovered the problem and corrected it. He also showed me what to do if I had a similar problem in the future. All in all, Julie and Fred are great representatives of Collins Comfortmasters.

Review: I used Collins for A/C service when technician verbally informed me and handed me written info regarding a customer referral service. If I referred a customer who used Collins for A/C service prior to April 15 2015 I would recieve 50.00 for the referral in payment. My referral used Collins on April 14 2015 for A/C service. I have not received the 50.00 despite calling Collins several times ( each time they verify my name / address and referred persons name / address). I called may 12 ( spoke to [redacted]); calked several days later ( [redacted]); called may 29 ( [redacted]); called June 2 ( [redacted]) and today June 9 ( [redacted]). Always told, check in mail, check will be going out tomorrow, checks are a bit behind, and today was told [redacted] stepped out( left my name/ number) as [redacted] is am told in charge of checks.

Such deceptive/ fraudulent practices. Am mailing to you follow up letter and referral form given to me.Desired Settlement: I want them to uphold their promise of 50.00 for referral...and to any other person( s) this is happening to. Not to have such poor business practice in future.

Business

Response:

During the promotion referred to in this complaint, there were many referral checks paid. Our system is designed to be quite transparent and is supposed to track what happens between referral receipt, contact of referee, work completed, and compensation to referring party.For a reason not yet determined, Ms [redacted] was not entered into the computer as the referring party at the time her referral was made.The problem was made even worse as the wrong address was entered for the [redacted] household when we were trying to remedy the issue.Forward to today:All has been corrected within our records.A Check was mailed to Ms [redacted] on June 1st. BUT, on today's date (June 22) the check still has not cleared our bank. This morning a call was made to Ms [redacted]; she said she has been out of town and she hasn't checked her mail "for a couple of weeks." She said she would check and let us know if her check isn't there.As we mailed the subject check the day before the complaint was made, we didn't consider this a highly urgent matter, and had been waiting for discussion with Ms [redacted] before answering this complaint, but this 2nd notice is speeding up the process.

Purchased an air conditioner February 2012 via [redacted] and Collins Comfort Master. We LOVED the air conditioner and had great customer service. During the installation, my husband cut himself on some sheet metal, partially his own fault. The owner came to the house immediately, paid for my husbands medical bills for stitches and gave us two free air conditioner check ups. They were EXTREMELY helpful and cooperative in tending to our needs, making sure we were happy with the air conditioner and that my husband leg was properly cared for. I highly recommend Collins Comfort Master and we would buy from them again in the future.

We were very pleased with Collins service. Professional and on-time installation of our new split A/C - Heating system as well as excellent post install clean-up. Concise and clear explanation of their products. Their focus on integrity and customer satisfaction was outstanding.

Both of my AC's were checked and serviced today,4/22/14 by "[redacted]", who did an "EXCELLENT" job and was prompt, efficient and most professional In his work!

Terrific customer service! [redacted] was so friendly, helpful and knowledgeable in helping us decide on a new air conditioner, and [redacted] and [redacted] installed our new [redacted] unit in record time. Very personable and efficient!

Both [redacted] and [redacted] were very professional and caring on how they installed the new air condition unit.

We recently replaced two AC units in our home and the Collins installers, [redacted]., [redacted]., [redacted]., and [redacted]. did a great job. They explained removal and installation processes and answered our questions throughout the day. [redacted] and [redacted] made sure that we were comfortable with using our new system before they left, and even offered to return at any point if we needed their assistance.

Collins Comfort Masters has exceeded my expectations with the installation of a Lennox Mini-Split System. [redacted] and [redacted]. Got everything done in a single day and cleaned the whole area when finished. They left the area cleaner the an before the installation.
I love my system and will call Collins for all future HVAC needs.

We had an air conditioner installed in December when we stared to use it in July we noticed hot spots. We called Collins Comfort Masters out and just like when they installed the unit they were very knowledgable, curtious, and fix the problem. Thanks again to [redacted] and [redacted].

Collins installed the heat pumps on my house seven years ago and while there were some issues at that time all of the biannual maintenance performed except one have been very good. The latest maintenance and warranty work performed Oct. 15 2014 by Sa was excellent.