Comfort Cooling, Heating & Air

Review: Initial installation of my HVAC system was completed Oct 31 2015. I had issues with their work then but they resolved it. I am now having issues with the HVAC system making noises. I have called for service over the past three weeks and have been put off because my issue was a "non-emergency". The owner has not scheduled anyone to come out. I called three times on 6/30 to request someone to call me to have service scheduled and they now do not return my calls at all. I am at a lost as to what to do. This installer was arranged through [redacted] and I have notified them as well of my dissatisfaction with Comfort Cooling. This is crazy that it has come to this to try and get some resolution.Desired Settlement: I want someone to look at my HVAC system and fix the noise and then to know that service is available to support this system going forward.

Business

Response:

Good afternoon,I'm writing this email in response to the complaint made by Mr. [redacted].Mr. [redacted] is correct in his statement that we received calls from him concerning a slight noise in the duct work when the unit came on. According to the dates those match with the dates of Mr. [redacted] that we were in contact over the phone letting Mr. [redacted] know that our area, had suffered major storms and severe heat. That because Mr. [redacted] had air condition and his unit was operational that we would have to prioritize the time for when we could address his situation with his HVAC system. I personally told Mr. [redacted] that we would have to address the elderly and anyone with children that had no air conditioning first , and then we would gladly address his issue with Mr. [redacted] living 3 1/2 hours away from our shop all of the storms and severe heat and multiple multiple people elderly and infant with no AC. It caused a 3 week delay in addressing mr [redacted]s issue . We've addressed the issue with Mr. [redacted]s unit and resolved it, also have spoken with Mr. [redacted] and reconciled any questions issues or problems and we are in good standing with Mr. [redacted]. We have stated the facts as so has Mr. [redacted] we continue to be a great company and have a great reputation things don't always go as planned but we learn from them and give 100% to do the best we can and do the right thing every day.God bless ..Thank you Donald Fouts

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that his response is misleading. For your reference, details of the offer I reviewed appear below.

It is true the issue has been resolved. The owner hides the fact that he NEVER would call me back as promised and that I always had to track him down or try to anyway. In our last conversation on July 15 to settle these matters he took full responsibility for not returning my calls in order to update me on when he could service my A/C unit. He agreed that he would have done as I did and complain to the Revdex.com. On the phone he never mentioned the elderly or children but just that folks without A/C needed priority and I had no issue with that. He just never called back to update me. Week after week I had to call him. His response makes it sound like I am the insensitive, self centered, bad guy who demanded preference over the young and feeble in the [redacted] community. All he had to do was communicate with me. His official response here and the conversation we had on the phone have taken two separate overtones. And, please, by all means, God Bless everyone.

Regards,

I loved the professionalism of this company , super clean they even put foot coverings on their boots before they came in our house . We called and someone answered immediately and had their guys come out !!! The guys were so well mannered and super educated . We love those guys in the orange vans .