Collins Comfort Masters

Collins installed a split closet gas furnace and AC for me in Globe. The crew consisted of [redacted] and [redacted]. This install was in Globe Arizona. The crew were all very polite and professional. This was not a typical install and they took 2 days to accomplish it. The final result was a professional install that will last for years and improve efficiency.

Ordered a new unit from Collins Comfort Masters, entire process was flow less, from selecting unit to great and prompt installation. [redacted] and [redacted] were installers.They were quick, efficient and super professional. Now my family is ready for next Arizona summer.Thank you guys. P.s They left house cleaner then was prior to their arrival.

We needed a new heating/cooling system. We asked the Lennox man at Costco about a new one. He had a representative call us within a couple of hours and he came out the next day. He was friendly and helpful and gave us a good price on a new unit. We had a new system installed the next day. However, it wasn't an easy installation. Daniel and Justin did a wonderful job. They were always upbeat and friendly. We can't say enough nice things about them. Collins Comfort Masters has a lot going for it. If they gave ten stars for good people to do business with..they would get all ten. We are very happy we chose them and our system works great!!

We contacted this company through the [redacted] connection they have as a contractor for AC. Their explanation and preparation for the work was thorough and we didn't have to wait long for service. Their technicians, [redacted] and [redacted] were polite and helpful during the 2 long days they spent at our home.

Fred was on time, clean and checked out the system thoroughly.

Review: On 7/22/15 my husband had Collins Comfort Masters come out to fix an issue with our A/C unit. When the repair man showed up he didn't do an estimate to give to me, he did give me a price for the repair. Which the item to be repaired was under warranty so we were only going to have to pay for the labor. I when ahead and paid the 586 dollars and was told by the repair man that Collins would be contacting me to give me a time for the repair to be done, as the guy did not have the parts on his truck for our unit. He left my house at about 1045, so by 1215 I still had not heard anything from Collins I contacted them. I was put on hold and when I was taken off of hold I was told the repair guy was on the other line I would receive a call back. I waited another 2 hours and by 215 I still had heard nothing and my A/C unit was not working either. So I called back again I was told they were busy and I would receive a call back. So about 30 min later I received a call back stating that my unit would be repaired sometime that day. I work overnights and had not slept so about 400 I fell asleep. When my husband got home at 445 he informed me the repair man was on our roof. First of all we have a dog and the dog has a doggie door with access to the back yard. I went out side and the repair guy had the gate open and was on my roof with out notifying me so I could put the dog door cover on or anything. So he could have left my dog out, secondly you should never go into someone's property with out there knowledge. Yes we knew he would back but we expected a knock on the door or a phone call. After the unit was repaired I still did not receive any paperwork or receipt. We contacted them 7/24, 7/25, 7/26, 7/27, we were told each time that a manger would call us back and let us know what we were actually charged for as the repair only took an hour and we were not given any paperwork. We still have not heard back and no one will give us any paperwork or information about what the repair was done and what was covered or what was charged.Desired Settlement: We would like to see what was actually charged, we have since contacted multiple A/C companies and found out we were charged more than double what is standard for an hour work, also we contacted Lenox who is the brand our A/C is buy and since found out we were lied to about the price for the replacement part. We would like to have part of our money returned along with receipt and paperwork on the repair as well as to contacted back.

Business

Response:

On 7/22/2015, we went out to diagnose a unit that was not cooling for [redacted] and [redacted]. Our technician found a failed blower motor on the unit that had to be ordered from the manufacturer. We ordered the motor and returned later that day to install the part because we did not want to leave our customer without cooling that day. Unfortunately, our technician did quote the wrong price on this repair because there was still a parts warranty on this unit. Labor was not covered. Our technician charged $583 for the total call including the diagnostic fee of $72. I finally talked to Mr. [redacted] on 7/28 and told him that we would be refunding him $253 back to his credit card. I told him that this would take a few days to show up on his card but I did email him a receipt of the refund. At this time, Mr. [redacted] told me that he also had a coupon to waive the diagnostic fee on the call. Now, normally we do not accept coupons of any sort after a job has been done, but we wanted to accommodate Mr. [redacted] for the trouble with the original price of the repair. I did tell him that I would have to talk to our office manager to see if it would better to refund the $72 back on his card or send him a check since we had already done a refund on his card. On 8/6 we refunded an additional $72 back on his credit card. His total charge for his repair of a failed variable speed blower motor was $258. As far as our technician going on their roof when they were not home, he just wanted to get them cooling since it was a hot day. If we didn’t do the work at that time, there was a good chance that they would have had to wait until the next day. Since the unit was on the roof, we figured there wouldn’t be a problem if we did the work especially since we had prior approval to fix the unit from the homeowners. [redacted]Service ManagerCollins Comfort Masters

[redacted] and [redacted], employees of Collins Comfort Masters, installed a new air conditioner for us today. They were polite and professional and performed the work in a timely manner.

I would recommend this company and these employees in particular.

After 17 happy years in our built for us home, they day all Valley residents dread finally arrived: a failed AC unit during the summer. After a visit from our longtime AC company confirmed an indoor coil had failed and stopped our Trane. All of us determined the repair of such an old unit was not advisable. They then gave us a quote for replacing our units. Yes, unit(s). The cost of replacing one or two units is daunting...and our home has *gulp* three AC units! When faced with such a large monetary decision, we naturally decided that getting more than one quote was in order and boy are we glad that we did.

Because after obtaining a second similar quote, we remembered the Lennox AC kiosk at Costco that we walk past grocery shopping every week and called the toll free number for a quote that led to Costco arranging for Collins Comfort Masters to send out Steve T. who did a very through inspection, (finding some problems in the original installation) questioned us about what we liked and did not like about our old system and then presenting all of the options available to us to chose from. After narrowing it down to the 2 systems we felt were the best fit for us, Steve immediately produced 2 quotes that would have been a bit higher than the first two companies quotes but when the available Costco discounts were deducted made their price substantially cheaper. That 3rd quote was the charm!

Steve had already spoken about details of CCM's installs and had shown us sample pictures of past installations. We felt comfortable signing up on his first visit and an install was scheduled. The excellent communication continued as Kelly from Collin's called the day before the agreed upon installation to confirm the time and provide details and answer all of our questions. Later that day we received a follow up call from Steve to advise that one part for the 3rd system was back ordered and the install would now be a 2 day affair. In hindsight, that turned out to be a good thing as it meant there was always one system running keeping one zone of our home cool.

Early on the morning of the first install day, multiple Collins Comfort Masters trucks rolled up and at least 6 uniformed installers introduced themselves. ( John C., Armando G., Chris, B, Mo, Chris W. and Anthony) They each set about the job at hand, removing the old outside and inside units. They were all polite, respectful of everyone and of our home. Paper booties were worn inside until floor protection was laid down. Cleaning was a ongoing and constant process, indoors and out. As we had been informed, after the initial removal and setting of the outside units some of the crew left leaving John, Armando and Chris to finish. Kelly had told us it would be an all day job and it was. Having been welcomed to watch and ask questions through out the day, it quickly became apparent the the quality of the install far, far exceed that of the original equipment. So many details that had been skipped before were now addressed. These guys were not merely installers, they were craftsmen, a term I don't bestow lightly. These guys worked almost non-stop for 12 hours on a Friday, not leaving until everything was tested and running perfectly, any of our concerns were properly addressed and any of our questions, no matter how trivial, were answered. They left leaving the inside and outside of our home without a trace that they had been there, save a small CCM sign proudly displayed in the front yard.

After a lovely weekend with full cooling restored, John C., Armando were back bright and early on Monday morning with a new face, Daniel, to replace the final old unit, this one in an attic. (in August!) Needless to say, they did the same high quality work. The performance of the 3 new units has definitely exceeded our expectations. I would go so far as to say they have been transformational to our home. Rooms that used to be a bit warmer no longer are. Big temperature swings have all but been eliminated, the temperature never varying by more than a degree or two. They are much quieter. They stop and start much less obtrusively, yet we did NOT go with the much more expensive variable speed blowers. You aren't frozen under one vent while barely feeling a whisper of cool air under another vent. We certainly feel we made the right choice and now look forward to many years of happy comfort. Thank you Collins Comfort Masters!

Our Collins installation guys [redacted] and [redacted] were fantastic and took care of all our needs! We have an older house with an older air setup so they had to make a few special modifications to make our new Lennox system compatable and work with our unique sitation. Doing it all in an unusually rainy Arizona day. Very pleased with the installation process!

My husband and I returned from vacation on 6/25/15. The temperature in our home was 91 degrees. We called Collins Comfort Masters (we use them for all heating and air repairs) and the technician arrived within 1 hour. The broken part was replaced in less than 30 minutes and our home was cool before bedtime! Thank you Collins....you are the best!

Exceeded installation expectations with extreme thoroughness and have had zero issues afterward

We recently had a complete AC system and new ductwork installed by Collins Comfort Masters. [redacted]. and [redacted]. were our technicians. They arrived at the appointment on time and were very pleasant, answered questions and cleaned the whole area when finished. We are very happy with the results of the new system. We were so satisfied, we are now having the company install a new water heater.

I understand my family was among one of Collins' first customers when he started the business some 30 years ago. I now own the home and have continued to use them exclusively when necessary. They've been coming out every year for the annual service and have had repeat visits by some of the Techs which shows that Collins employees are long term. Always top notch people including [redacted], from just the other day. Always a quick response when needed. Have recommended to others with satisfaction. Well deserved A+ rating!

CCM came out Friday,4/11/144, to do a master tune-up of our heating and cooling system. They called ahead of time to let us know a close time of arrival. Arrived early!! [redacted] was our tech. He was professional, knowledgeable and answered all our questions. He found no major problems (relief for my wife)and left the unit looking better than it did when it was new!!He even wore "booties" when he entered our home!. We have had other companies service our unit and felt like were "pressured" to do unnecessary repairs. [redacted] set our minds at ease and we felt no "pressure". Thanks for a great job!!

Our experience with Collins Comfort Master was very positive starting with [redacted] sales consultant, to the installers, [redacted] and [redacted]. It was very evident that these guys love their jobs. Both [redacted] and [redacted] are perfectionist as demonstrated by the install to clean up. As a former business ower...they could work for me any day!!!! [redacted] and [redacted], both very good, assisted with the install later in the day.

Collins Comfort Masters replaced our air conditioning unit. We really appreciate how professional and courteous Justin G and Daniel A were during the process. The work they did looked so good, no mess left behind, everything cleaned up. You would never know that anyone had been there. Thank you for the great job!

[redacted] can to the house to do our yearly maintenance inspection. He was very thorough with his system evaluation. He explained his findings and recommendation for proper upkeep and maximum system efficiency.

I have used Collins Comfort Masters for over 25 years and have always had positive experiences.

[redacted]. and [redacted] came to our outreach ministry to install an air conditioner condenser and service the existing unit. They were both outstanding and professional, we are extremely happy with the job they did and their quality workmanship. Thank you [redacted] and [redacted] for an awesomely great job and thank you to Collins Comfort Masters for a job well done.

I have compared two reputable companies when I decided to have new AC units installed, and chose Collins through Costco. Five member-crew showed up on time, courteous and professional, paid attention to details. Thank you, Anthony, Duran, Juan, Dan, and Armando, you guys were fantastic, and finished the job with flying colors. Kudos to the company also for sending enough #s of people to get the job done in a day, your employees were team players and appeared happy.

I just had Collins Comfort install a new Lennox A/C unit today. Collins Comfort also installed the Lennox unit I had replaced 18 years ago and provided all the needed service. Collins Comfort takes pride in doing the job right. The crew who installed my unit was also courteous and completed the job to my satisfaction. Having over 18 years experience with Collins Comfort, I would recommend them to anyone. I trust the work they do and appreciate the positive and professional customer service they provide.