Collins Comfort Masters

Installing a new air conditioning system is a huge undertaking and the three reps from Collins who came out to install my system were professional, organized, and completed the job in a timely manner. From start to finish, Justin G., Armondo, and Angel were pleasant, respectful, and performed their tasks to accomplish the goal. I was impressed with all of them as they represented Collins just as the Collins rep at Costco said they would when we contracted the installation. Thanks for a pleasant experience!

We have had Collins Comfort Masters replace one of the two units at our own residence June of 2016 and were so very pleased with all aspects of their service, competence, professionalism and communication. My 93 year old Mothers unit went out later the same month. I did not have to wonder who to make my first call to. The temps were record highs and it was 4pm on a Friday afternoon. Dereck (sp?) was there within an hour. What a pleasant young man and how he spoke and cared for an elderly lady! He got the home cooled with a freon refill but it was determined to purchase a new unit since her's was 18 years old. One week later it was installed, again in record high temps by John, Boomer and Angel who did a great job with no problems except for themselves. One experienced heat exhaustion and they dealt with it, called for more help and stayed until it was completed. Rob was our sales rep for both and Boomer and Daniel did ours. John, Boomer and Angel did my Mom's and they were all great. In addition to these that I met and worked with, I also found the office staff friendly, helpful and prompt in keeping me apprised of schedules, arrivals etc. I especially like the follow up three weeks after installation to double check unit and numbers for verifying maximal operation. Thank you Collins.

We had a touch screen thermostat replaced and had difficulty programming it. Derek M came to help us. We had several problems completing the task, mainly due to my ineptness with an iPhone. Derek was very patient and made sure all was fine right and complete before he left. Collins has sold and serviced our AC and furnace for years and we are VERY satisfied.

Our home got up to 97 degrees on a day it was 113 outside. Of course, it was a Saturday and many companies too busy to come on Saturday. Collins sent their wonderful service man, Don R. to our home even though he had to come across town to get here. He diagnosed the problem but they had to wait until Monday to order parts. On Monday morning Fred arrived with the parts and within 45 minutes (up in the HOT attic) he had our AC working. We appreciated the professional job both men did and commend Collins Comfort Masters on a job well done. Also want to thank the pleasant woman who took my frantic call in the beginning - another great employee!!

I just want to let Collins Comfort and customers know what great service I received from their technician Ryan J. What a pleasant experience it was. He was so nice and helpful and explained everything and made sure to not track anything in the house and to clean everything up. He answered all my questions and was a pleasure to work with. He even changed my air filters for me so I didn't have to get up on a chair or ladder which was a blessing. I will ask for him on my next service. Thank you Ryan, never lose sight of good customer service as it is so hard to find these days and yet so appreciated.

I contacted Collins to remove a water softener and fix two leaking faucets. Cameron S. From the plumbing dept gave me a quote within a day of the visit. A few days later I scheduled the work. Cameron was very courteous and completed all the work professionally and with high quality.

Great Service

A visit to Ms W[redacted] home with an independent inspector was able to prove that the trusses in question were cut years before we changed out the a/c unit.The coloration of the cut area was the same as the color of the sides of the wood.More truss cuts were found than initially thought...

to be cut.It appears that these trusses were cut out of anger by someone;  perhaps when the home was foreclosed on a previous owner it happened then?Ms W[redacted] is still upset that the trusses were cut, but acknowledged that it was not done by Collins Comfort Masters.

Jose, Armando, Gilbert,Javier, Paul O and Alex did a great job of installing our new Lennox ac units. Quick, efficient and left the house clean when they left. Polite, courteous and professional. Highly recommend them( referred through Costco)

I bought my latest a/c system from Collins 35 months ago. Been doing business with them for 20+ years. If I've got another 20 years I'll still be doing business with them. Collins hires good people and they reflect the values he personally exemplifies. My latest encounter involved Bill B. Extremely thorough and professional. Very engaging individual. The company is consumer oriented. Lost my condenser coil after less than 3 years from installation. Coil covered by warranty but labor to reinstall was not. The service manager, Paul G., said "that's not right" and got the a/c manufacturer to pay for it. Honesty and integrity is still out there.

Collins Staff assisted me in putting in a new Split A/C and Heating Unit. Randy provided the estimate with carefully detailing all the aspects. Justin and Angel did a wonderful job installing the unit. The day was hot and humid but they got it in operation and cooled the house down quickly. They removed all the old equipment and cleaned the area. I ahd a excellent experience with company.

Many thanks to Chris W[redacted] and Derek M[redacted] for their professionalism and attention to detail in installing our brand-new A/C system...everything works great and we know that Collins Comfort Masters is filing all of the paperwork we needed for this purchase, so we can rest assured that we're all set. The whole process was seamless and we appreciate the hard work displayed by Chris and Derek. We are happy campers!

I spoke directly with the customer on March 28, 2014. They agreed to accept a 2 year Maintenance Plan, and in turn they would retract their [redacted] complaint. Attached is the signed contract from Mr. [redacted] for the next two years maintenance on the system they purchased, dated 4/1/14.

Collins Comfort Masters just finished my A/C installation. They were great! The install team of John G., ,Daniel A., Bommer and Angel were professional, polite, and on time. They finished the work when they said they would, and cleaned up the area around our attic when they were done with the installation. The only problem we had was an equipment issue, and Collins sent someone out first thing the next day to replace the part. They did a great job.

This Comany and it's Technicians that installed our new Units gave exceptional service. They were timely, arriving as arranged and scheduled and were very professional in their greeting, explanations and answering all of our questions throughout the insallment process. They covered the floors and access areas with floor coverings and cleaned up after themselves as work was completed. They were adapt at making sure access gates were secured and let us know when they were out of the yard area so our dogs could be put outdoors as needed. When working within our home they always conducted themselves professionally and made sure we were kept informed of progress as they worked. Jose, Armando, Gilbert and Angel should clearly be recognized for their professionalism, they certainly are a credit to your organization. Work was completed and full explanations given on temp control and materials were left for us to become more familiar with the Units. My parents have used their services for years and we are now very pleased to have this Company service our needs. We would definitely recomend this Company to family and friends as their needs arise.

My service tech, John, was extremely polite, professional and through. My A/C required a diagnostic check to see if it was proforming at its best during this AZ heat. He checked everything from proper level of refrigerant to air flow throughout my home. He did an excellent job and I have piece of mind that my A/C is operating at it's peek. Thanks John for doing such an outstanding job!

I had a great experience Collins Confort Masters and the installers - Dan L and Ryan B they installed my new AC. It took them all day in this AZ heat. It could not be a easy job. What a great job they did. They came in took out the old and started with the new. Bright and early. They kept me in the loop the whole time while the day was going on too. Clean up like they not even here! Thanks for a great job?

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.

John L at Collins Comfort Master was terrific. He put booties on to cover his shoes. He figured out the problem and fixed it, in spite of the late hour and extreme heat in the attic.

Jon was courteous, neat and vacuumed the remaining dust and debris

before completing a successful job.

I am thankful for a job well done, and would recommend this company and technician to any one.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

Regards,

 

Dan installed our new unit and did a wonderful job.  We are happy with the new professional installation. 

The salesman told us we only needed a 2.5 ton unit, it was not a mistake that he sold us a 2.5 unit.  The GM came to our residence and concluded that the salesman did undersize the unit and they would replace it with a 3.0 unit  with no additional charge. The GM told us he would give us a 3.0 unit and $500 for the inconvenience  if we would drop the complaint, we never heard from him again.  We then were called by the salesman to report they would not give us a $500 refund but instead  a 2 Year service agreement and a spare filter.  We rejected the service agreement and will have the annual check/service by another contractor.   The $500 we did not expect to receive, it's just the principle.   The unit is new, we see no need for a service agreement.