Comfort Consultants

Review: heating and aircondition unit was installed in june/july 2010, the t hermastat would not allow the heating unit to shut off, resulting in a gas bill in excess of three hundred dollars for one month, the unit was turned off until the part could be replaced, then a condensation line did not allow the moisture to escape and it had to be replaced, now it is may 0f 2013 and when the air condition unit was turned on it did not work, it was not even used in 2012, because we were staying in our other house, we contacted the installers, the came out looked at the unit, and said that another part was defective, the air condition unit has only been used approximately 2 months total since it was installed and I don't understand how I should be held responsible for a 600-750 dollar bill to replace a defective part that has hardly been used. I asked if I could get the part and have it installed myself, but was told that it void my warranty, which I feel doesn't cover anything anyway. I was told on the phone that the labor rate of 79.50 per hr for the first 30 minutes and 72.50 per hour for the balance of time plus the cost of the refrigerant that has to be replaced, with a minimum of 6 man hours to do the job. It is very frustrating to pay good money for equipment and service, and not be able to use the service or equipment without being nickle and dimed every time you attempt to use the equipment. I contacted Carrier on 30 May 2013, in referance to the defective part, and was told that they don't control the installation and all they do is supply the parts, and would replace the part only.Desired Settlement: I don't mind paying a reasonable price to relace the part, but I don't feel confortable with the reliability of this equipment, and I feel that is only a matter of time before something else breaks costing me more than the system is worth.

Business

Response:

Our

office received a request for service from [redacted] on 5/28/2013. We responded

to the call on 5/29/2013. We found a TXV valve not operating properly. The

valve is still in warranty from Carrier. The labor, refrigerant, freight costs,

filter drier, and other misc. materials are not covered under any warranty as

the system was installed on 7/27/2010.

[redacted] was quoted the total cost of the installation of the valve. He wanted us

to ship him the valve so he could have it installed. He also claimed to call

Carrier and stated that they would not sell him the valve.

The

TXV has to be installed by a Carrier authorized dealer and by a CFC certified

technician in order to get the valve in warranty through Carrier. We have to

purchase the valve and pay tax and freight. We have to remove all refrigerant

from the system, install the valve, change the refrigerant drier, pull a vacuum

down to 500 micron, test for leaks, and recharge the system. We then have to

submit a claim to carrier documenting that the valve has been installed and

return the old valve in order to get credit. We cannot just give [redacted] a

valve.

There

are several other Carrier dealers in the area and any of them can install the

valve under warranty. He may find one that is willing to cut corners and

install the valve for less, but his system will not last if the above

procedures are not followed and we refuse install anything improperly.

In

addition, on 2/16/2011 we found a bad thermostat and repaired a drain

line that was not draining properly. We returned on 2/25/2011 and replaced the

bad thermostat. Both of these calls were covered under warranty.

There

have only been charges to [redacted] for the following - 1. The system

installation, 2. 10/16/2011 to set the temperature on his thermostat, 3. an

unrelated plumbing call, 4. additional ductwork installation requested for a

new addition/room.

This

will be the first problem he has had with the system wherein a charge has

incurred. His statement of being “nickeled and dimed” is false.

Consumer

Response:

I have reviewed the offer 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

In my opinion there has not been a resolution and probably won't be! The [redacted] would not return my call as requested through his secretary, all I wanted was his response as to why there product has not functioned properly (when Used), because I was out of the house for approx. 10 months while building another house out of state, so the system was not used during that time but upon return, and turning the air condition on and finding it not working is very frustrating because it has only been used approx. 2 months, this was after the heating thermostat failed in less than 6 months and had to be replaced. You pay good money for a system that you expect to work for many years and find that it has to have parts replaced before it can be used on a consistant basis. I had the part replaced by another certified company and certified technician who performed the same process as stated by confort consultants, and the cost to me was less than half what confort consultants wanted to charge, and the so-called warranty is still in place. Needless to say I would not reccommend this company or product to anyone and feel free to give this responce to anyone who contacts the better buisness in referance to heating and air conditioning companys.

Review: I have had no a/c since May 30 due to a defective coil in the system purchased from business. I have gone online to find that there are at least 27 individuals who have experienced the same problem with the unit from [redacted] and they all continue to have reoccurring problems from one to three years out on same part. This business is asking me to pay labor, freight, regrigerate, torch/solder, air filter driers, nitrogen in the amount of $905.48 with half deducted toward "good Will with customer". I am looking at the fact that this unit was under warranty for 10 years and complaints date back as far as 2006. I feel this business should have researched [redacted] more thoroughly and should not ask me to pay anything when they had installed a defective system into my home which could cause me problems for years to come. [redacted] and Comfort Consultants were fully aware that they have had numerous problems with this system and did not call for a recall or make customers as myself aware of any problem. I could have prevented leaks in my ceiling, paint job and strain on my diabetic husband suffering in the heat if they had done the right thing and removed the unit and replaced. [redacted] should have to take these units back as well as Comfort Consultants and assume responsibility under there product liability from their insurance company. I was under a maintenance agreement and put out $153 each year plus the additional $4,800. for initial installation. I will not ever feel comfortable knowing I have a potential monster in my attic. I would like a settlement of the cost of my original unit so that I can replace it with a system I can trust or a replacement unit of another brand.Desired Settlement: I want a guarantee of service at no cost for labor, freight, refrigerants, nitrogen, air driers or labor should the replacement coil fail again within another 3 year time period (parts should still be under warranty as the company gave a 10 yr warranty on this system.

Business

Response:

WARSAW, VA 22572

June

25, 2013

Revdex.com

Serving Central Virginia, Inc.

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

Ref: Revdex.com Case # [redacted] – Comfort Consultants,

Inc.

Dear

In

response to the above referenced case.

We are very aware of [redacted] HVAC issues. On April, 15th, 2013, [redacted]

placed a service call for water on her ceiling. Our technician found a small

amount of dry wall damage on her ceiling from a blocked drain trap on the

indoor unit located in her attic that had leaked onto her ceiling. The

technician flushed the drain trap thoroughly and sealed 1 corner of her

secondary drain pan. This drain pan was

fabricated and installed by us due to the fact that the access hole to the

indoor unit location was too small to fit a manufactured drain pan. We did not charge [redacted] and wrote this

off as a warranty call as we did fabricate the drain pan. We also sent the technician back [redacted]

to repair the small amount of dry wall damage and repaint that area. This was

unsatisfactory for [redacted]. She wanted

her entire ceiling repainted so that it all matched. We were not responsible for painting her

entire ceiling due to the fact we did repair the area that was damaged. On May 9th, 2013, we sent a

technician back to [redacted] to repaint her entire ceiling. We provided all material and labor at no

cost. While there for this service,

waiting for dry wall and paint to dry for a second coat, the technician serviced

her heat pump system and found no indication of any other faults.

On

May 30th, 2013, Mrs. Byrd placed another service call. She again had water on her ceiling in a small

area. At this time, the technician performed

a thorough seasonal maintenance. He

found the indoor coil frozen due to a refrigeration leak that was undetected

earlier. He also found a failed indoor

expansion valve (txv). Unfortunately,

these issues are sometimes hidden until this type of failure occurs and we can

see the problem while it is happening.

[redacted] has [redacted] equipment that was installed by us July 12th,

2010. She has a [redacted] air

handler, heat pump and coil that are manufactured by [redacted]. The [redacted] warranty read as follows: “If any

part fails due to a defect in material or workmanship within the Warranty

Period (defined below), a replacement part will be provided free of charge

except for the freight cost which are the owner’s responsibility. [redacted] will

not pay for parts purchased in the field from other than a [redacted]

distributor. Replacement parts are warranted only for the balance of the

original Warranty Period. The “Warranty

Period” is 10 years (except for heat exchangers which carry a limited lifetime

warranty) from the later of the date of original installation or when the

residence is first occupied, if properly documented, otherwise the 10 year

commences on the date of shipment from [redacted], plus sixty days. In order to be

eligible for coverage under this warranty, you must register within 60 days of

the later of installation or occupancy. If registration is not completed within

60 days, the Warranty Period reverts to: 5 year parts, 5 year compressor, and

20 year heat exchanger.”

As

a [redacted] dealer and the installer of [redacted] equipment she was registered

by us with [redacted] for the above referenced warranty July 13th,

2010. And as a Comfort Consultant customer, [redacted] also had a 1 year labor and parts warranty after the initial installation.

The indoor coil and indoor expansion valve are still under manufacturer’s parts

warranty, only these parts. Labor,

refrigerant, solder, torch, nitrogen, filter drier and freight are not under

warranty which is needed to make the repair.

We have quoted [redacted] the cost for repair in the amount of $905.48

which includes her warranty parts, at no cost, but does include the labor,

refrigerant, solder, torch, nitrogen, filter drier and freight. We do understand [redacted] frustrations and

disappointment in the equipment’s performance.

We have told [redacted] that we are willing to pay for half of the repair

cost in an attempt to keep her, as our customer, happy because we do value her

business. We have also included 1 free

inspection 6 months after this repair to check the performance of the

equipment. This is

still unsatisfactory to [redacted] can contact any certified, HVAC contractor that is a [redacted] dealer to do

this repair and they too can honor her manufacturer’s parts warranty. It does not have to be Comfort Consultants as

we seem to be unable to meet her expectations.

At

Comfort Consultants, we strive to keep all our customers happy and pride

ourselves on giving them excellent customer service. As a [redacted] dealer, we have experienced many

unhappy customers due to defective indoor coils that were manufactured in the

years of 2008-2010. We have our own

frustrations with our [redacted] distributor and [redacted], the manufacturer. Therefore, we try to keep the repair cost to

a minimum for all of our customers, [redacted] included. Unfortunately, as a small local business, we

cannot do these repairs for free

Sincerely,

Comfort

Consultants, Inc.

Consumer

Response:

I have reviewed the offer 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

To Whom It May Concern: What [redacted] failed to tell you is that after the new coil was installed my ceiling leaked again. The technician came back and found he had left some piece of trash in the drain pan which worked down and blocked the drain opening. He stated that he could come back to my home and install a molded pan (he knew how to get into the main vent to fit it) and that he would really like to do this, also the drainage line had been installed at an angle which would cause water to back up. At this time I have been waiting for them to get back to me with a date and time to do this before I sent them a check for the four hundred and some dollars I was to pay. They also sent a new maintenance agreement for a full year of which I understood I would get one inspection free of charge. I have asked them to call me back to clarify and arrive at these final issues, the owners never call but leave everything to office staff. In regard to having another company service me, the manufacturer told me I have to deal with the company who installed the product. I have been a faithful customer of Comfort Consultants for years and am disappointed that at the first problem they want to discard their customers so easily. If you could intervene and ask them if they intend or could just please get the pan replaced and drainage reconfigured, I would appreciate it. I have spent all week at the hospital with my husband who had surgery to remove part of a finger this week. Thank you for your help. [redacted] {P.S. the maintenance AGREEMENT charged me full price.)

Business

Response:

After speaking with [redacted] from the company on 8/2/13 she stated the pan was replaced and the drainage was reconfigured.