Comfort Aire Heating & Cooling, Inc.

As the owner of Comfort Aire, I can honestly say that in years of business I have never had to deal with such a verbally abusive customer as *** ***. This lady has emailed us multiple times with words that are absolutely disgusting. For an
"award winning journalist" which she claims to be, her professionalism has a lot to be desired. I would be happy to share said emails with someone at the Revdex.com if so desired It has been to the point that I had to visit my local police department in order to make her stop with the abuse and harassment. Her aggressive behavior has made us feel uneasyShe has called us names beyond belief. She is basically looking for something to be done for FREE. We replaced a part in her furnace on March 18th of this year and her system has worked fine until she called us last week looking for service. In March after she received her invoice she called our office and basically called us thieves as the invoice amount for the part was higher than what our tech had quoted her (which was an incorrect price)My office staff had no idea when they processed the invoice that he had quoted her a wrong price. Our office stood by our mechanics misquoted price and readjusted her invoice to the amount that he had given her and made everything right. She signed the service order that the work was performed to her satisfaction. At this time she said she would never use our services again as we price gouge people and that she would make sure to tell others not to use us as well On October she paged our answering service which was of surprise to us after telling us in March that she would never use our services again. We did not call her back and instructed our answering service to not dispatch her calls. She continued to call and email demanding that we come and fix her system "that was under warranty". The part that we replaced for her has a 1-year warranty, but there is never a labor warranty for replacement part and that is industry wide. If the part happens to fail after it is installed, it is the customer's responsibility to pay the labor to replace it as the manufacturers do not cover labor on replacement parts nor do any service companies. Any service company can replace the part (if it truly was faulty) and return the faulty part to the local supply house for credit, therefore she would not be billed for a new part, only the labor to install. The only time that labor is covered is if a part fails within the first year of installation and her furnace is more than years old. Our local police telephoned her on October 5th in the morning and told her to not contact us againShe has since sent slanderous emails to us. I could at this time have her arrested but will not take such measures unless her harassment continues. I just want her to never contact us again We have the right to service who we want and we do not wish to service a verbally abusive customer like *** ***. According to her latest email she has had the furnace fixed but we do not know what was wrong with it as she will surely not share that with us. If the board was truly faulty, we will know about it as it will be returned for credit to our local supply house which we have a great rapport with. We have also contacted our attorney who is forwarding a letter to *** *** to stop contacting us and to stay off of our property or we will press charges against her

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  It is all smoke and mirrors. I would have only had to contact this fly-by-night business once if they had responded. They did not.   They are trying to deflect a legitimate consumer complaint about shoddy workmanship and defective parts, turn it around, and try to attack my character and credibility, which is quite sound.  Mr. C[redacted] can contact all the police departments and lawyers he wants to.   The FACTS are these:
On 3/15/15, Comfort Aire came to my home to troubleshoot a problem with my heater. Their employee quoted me a price in the neighborhood of 350.00 to do the repairs and I agreed. When he said he was done and the heater was now working, I assumed he was telling me the truth, he had tested it and everything was fine, and I signed the work order. I expected to pay the bill right then and there but he said it would be mailed to me.  Two days later I left for Florida.   When I received the bill in the mail, it was far more than the price quoted and I complained, and refused to pay the higher amount because it is a dishonest practice to quote one price, do the work, and charge more.  It was the hottest summer on record and I had no need to turn on the heater until October 1. When I did, I had the same problem I had when I had called Comfort Aire in March: The heater worked intermittently i.e. the gas did not always fire.  I completely forgot it had even been serviced by Comfort Aire for that very problem until I went downstairs to where the heater is and saw notes from the Comfort Aire technician attached to the heater w/a magnet.  Therefore, I called them to ask that they come back and check it. Left a message with their answering service, which called me back to tell me, "They will not be calling you back".  That is when the back-and-forth started between us.  If they had just acted like the professional company they claim they are this never would have been an issue.  But I am grateful they responded as they did because a very reputable HVAC company came out, fixed the heater in less than an hour for a total of 220.00 and informed me, as has the heating manufacturer (Rheem), that the part they tried to gauge me for even more was never necessary in the first place, so I obviously was right to not pay the usurious additional fees they were trying to ... basically ... steal.  If I could get a Protection From Abuse order against Comfort Aire for my heater, I would. They are dangerous is.  In my original complaint, I requested they finish the job/correct their work. I now want a full refund and will be happy to attach any bills, work orders, letters, etc., the Revdex.com deems necessary.
Sincerely,
[redacted]
 I wish to add an important comment to my rejection of Comfort Aire Lancaster PA response to my complaint, but I did not see a way to do that on the complaint form, hence, this e-mail:  The business owner, Mr. C[redacted], did not do the work at my house in March. It was performed by an employee who, according to the company's website, was new at that time.  When I noticed the problem was not fixed on October 1, Mr. C[redacted] was given ample opportunity to come to my home just a few miles from his business and check his employee's work himself. It was a rather generous offer on my part, and risky, considering Comfort Aire's pattern and practice of dishonesty.  Mr. C[redacted], instead, dug in his heels from the beginning and chose to spend his  time attacking my character, calling law enforcement, lawyers, and anyone else he could think of, rather than just coming to my home a few miles away to assess the situation.  It may very well have been that the problem with the heater was completely unrelated to the work Comfort Aire did on 3/15/15.  As it turns out, that was NOT the case:  The problem was the igniters, for which his company was paid several hundred dollars to work on (improperly), before his employee determined the problem was that I "needed a new board". (I did NOT).  Therefore, it is extremely disingenuous for Mr. C[redacted] to now continue to Monday Morning Quarterback, claim the problem has nothing to do with his company's work (or lack, thereof), blame others,  accuse me of wanting "free work", etc.  He still continues to talk in hypotheticals and generalities as if he knows what he is talking about.  To this very day, he does not.Thank you,[redacted]Lancaster, PA

As the owner of Comfort Aire, I can honestly say that in 20 years of business I have never had to deal with such a verbally abusive customer as [redacted].  This lady has emailed us multiple times with words that are absolutely disgusting.  For an "award winning...

journalist" which she claims to be, her professionalism has a lot to be desired.  I would be happy to share said emails with someone at the Revdex.com if so desired.  It has been to the point that I had to visit my local police department in order to make her stop with the abuse and harassment.  Her aggressive behavior has made us feel uneasy. She has called us names beyond belief.  She is basically looking for something to be done for FREE.  We replaced a part in her furnace on March 18th of this year and her system has worked fine until she called us last week looking for service.  In March after she received her invoice she called our office and basically called us thieves as the invoice amount for the part was higher than what our tech had quoted her (which was an incorrect price). My office staff had no idea when they processed the invoice that he had quoted her a wrong price.  Our office stood by our mechanics misquoted price and readjusted her invoice to the amount that he had given her and made everything right.  She signed the service order that the work was performed to her satisfaction. At this time she said she would never use our services again as we price gouge people and that she would make sure to tell others not to use us as well.  On October 1 she paged our answering service which was of surprise to us after telling us in March that she would never use our services again.  We did not call her back and instructed our answering service to not dispatch her calls.  She continued to call and email demanding that we come and fix her system "that was under warranty".  The part that we replaced for her has a 1-year warranty, but there is never a labor warranty for replacement part and that is industry wide.  If the part happens to fail after it is installed, it is the customer's responsibility to pay the labor to replace it as the manufacturers do not cover labor on replacement parts nor do any service companies.  Any service company can replace the part (if it truly was faulty) and return the faulty part to the local supply house for credit, therefore she would not be billed for a new part, only the labor to install. The only time that labor is covered is if a part fails within the first year of installation and her furnace is more than 7 years old. Our local police telephoned her on October 5th in the morning and told her to not contact us again. She has since sent 2 slanderous emails to us. I could at this time have her arrested but will not take such measures unless her harassment continues. I just want her to never contact us again.  We have the right to service who we want and we do not wish to service a verbally abusive customer like [redacted].  According to her latest email she has had the furnace fixed but we do not know what was wrong with it as she will surely not share that with us.  If the board was truly faulty, we will know about it as it will be returned for credit to our local supply house which we have a great rapport with.  We have also contacted our attorney who is forwarding a letter to [redacted] to stop contacting us and to stay off of our property or we will press charges against her.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  It is all smoke and mirrors. I would have only had to contact this fly-by-night business once if they had responded. They did not.   They are trying to deflect a legitimate consumer complaint about shoddy workmanship and defective parts, turn it around, and try to attack my character and credibility, which is quite sound.  Mr. C[redacted] can contact all the police departments and lawyers he wants to.   The FACTS are these:On 3/15/15, Comfort Aire came to my home to troubleshoot a problem with my heater. Their employee quoted me a price in the neighborhood of 350.00 to do the repairs and I agreed. When he said he was done and the heater was now working, I assumed he was telling me the truth, he had tested it and everything was fine, and I signed the work order. I expected to pay the bill right then and there but he said it would be mailed to me.  Two days later I left for Florida.   When I received the bill in the mail, it was far more than the price quoted and I complained, and refused to pay the higher amount because it is a dishonest practice to quote one price, do the work, and charge more.  It was the hottest summer on record and I had no need to turn on the heater until October 1. When I did, I had the same problem I had when I had called Comfort Aire in March: The heater worked intermittently i.e. the gas did not always fire.  I completely forgot it had even been serviced by Comfort Aire for that very problem until I went downstairs to where the heater is and saw notes from the Comfort Aire technician attached to the heater w/a magnet.  Therefore, I called them to ask that they come back and check it. Left a message with their answering service, which called me back to tell me, "They will not be calling you back".  That is when the back-and-forth started between us.  If they had just acted like the professional company they claim they are this never would have been an issue.  But I am grateful they responded as they did because a very reputable HVAC company came out, fixed the heater in less than an hour for a total of 220.00 and informed me, as has the heating manufacturer (Rheem), that the part they tried to gauge me for even more was never necessary in the first place, so I obviously was right to not pay the usurious additional fees they were trying to ... basically ... steal.  If I could get a Protection From Abuse order against Comfort Aire for my heater, I would. They are dangerous is.  In my original complaint, I requested they finish the job/correct their work. I now want a full refund and will be happy to attach any bills, work orders, letters, etc., the Revdex.com deems necessary.
Sincerely,
[redacted]
 I wish to add an important comment to my rejection of Comfort Aire Lancaster PA response to my complaint, but I did not see a way to do that on the complaint form, hence, this e-mail:  The business owner, Mr. C[redacted], did not do the work at my house in March. It was performed by an employee who, according to the company's website, was new at that time.  When I noticed the problem was not fixed on October 1, Mr. C[redacted] was given ample opportunity to come to my home just a few miles from his business and check his employee's work himself. It was a rather generous offer on my part, and risky, considering Comfort Aire's pattern and practice of dishonesty.  Mr. C[redacted], instead, dug in his heels from the beginning and chose to spend his  time attacking my character, calling law enforcement, lawyers, and anyone else he could think of, rather than just coming to my home a few miles away to assess the situation.  It may very well have been that the problem with the heater was completely unrelated to the work Comfort Aire did on 3/15/15.  As it turns out, that was NOT the case:  The problem was the igniters, for which his company was paid several hundred dollars to work on (improperly), before his employee determined the problem was that I "needed a new board". (I did NOT).  Therefore, it is extremely disingenuous for Mr. C[redacted] to now continue to Monday Morning Quarterback, claim the problem has nothing to do with his company's work (or lack, thereof), blame others,  accuse me of wanting "free work", etc.  He still continues to talk in hypotheticals and generalities as if he knows what he is talking about.  To this very day, he does not.Thank you,[redacted]Lancaster, PA