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Comfort Design Reviews (2)

Complaint: [redacted]
I am rejecting this response because:Mr. [redacted],
While I appreciate your offer to give me credit on a new
system I will decline that offer.
The reason there is time between when the technicians came
out is because the 1st technician came out on Friday. I did not call
until Monday to say the system never got cold because your website states there
is an extra charge if you come out on the weekend and I did not want to pay an
extra fee.
As I have stated
previously, the system never got cold. It is true that your technician stated
he will try and patch the system together so that I can get cold air however,
that never happened. As a professional I expect that the technician should have
known the system was not repairable. The system should have been tested prior
to the technician leaving the property to make sure it was going to get cold. He
did not do this.
The fact remains not one thing changed when your technician
came out to repair this system no matter what work he performed. The sole
purpose for hiring [redacted] was to have cold air in this home for the mentally
disabled and you did not provide that. This would be like taking your vehicle
in for repair, they work on your vehicle under the pretext of repairing it but you
end up leaving the shop with the same issue you came in with. That would be
unacceptable in that instance and it is unacceptable in this one. Customers depend
on the professionals (in this case [redacted]) to do what is best but in this
case you did not. Once I said I was not interested in purchasing a new system the
technician decided to do whatever he needed to do to get my money.
Besides the previous stated information, per your
documentation, the 1st technician wrote, “…found bad dual capacitors
and replaced”.  I have learned that putting a new capacitor into an old
unit will often cause the unit to overwork, overheat and fail.  This is information that should have been
known by your technician. I was never informed of this.
The 1st technician also stated, “Found worn
contactor, outdoor fan motor & dirty coil”. He never offered to clean the
coil which is something else that will help make the system run more
sufficiently. If he was truly doing what is best for the customer, should I have
not been informed of this information? However, I was not because the
technician knew the compressor was out.
You are attempting to justify charging me $272.00 but the
bottom line is that you did not help me get cold air. What your company has
done is unacceptable and unprofessional and no matter how you try and justify
it, you have defrauded me out of my money and I would like a full cash refund.
 
Regards,
[redacted]

Dear Ms [redacted],I have reviewed your situation and I take complaints very serious.  I am the king of taking care of customers when it is warranted.  I reviewed the tickets in question and have attached them.  On 8/12/16 technician #1 came out.  His words were as...

follows "found bad dual capacitor's and replaced.  Found worn contactor, outdoor fan motor & dirty coil.  Replaced filter.  System appears to be overcharged on R-22.  Over all equipment is very old & in poor condition.  Compressor sounds terrible & pulling very high amps.  It is very likely system will fail in the near future.  Recommend replacing equipment ASAP."On 8/16/16 technician #2 came out and this is what he found:"Found compressor ground.  Did multiple checks on compressor and breaker to make sure.  Customer wants a quote on a new system."I then called both technicians and spoke to them about your situation.  While, I feel bad that the capacitors didn't achieve what you wanted, I feel technician #1 was very clear and specific with your situation.  He informed me that the goal was to see if you could get more life out of the systems and not have to spend money on a new system now.  I like that my technicians give options and are not all about just changing out equipment.  That is what makes my company low pressure and we always try and do what is best for the client.  It seems like this just didn't work.  On the invoice he is clear that the compressor was in bad shape.  The charge was $272.00.  What I can offer you is a credit of $272 towards the purchase of a new system from my company.  Because of all that you have gone through I would be willing to add $228 to that amount and make it an even $500 discount towards the purchase of a new system.  Based on what both technicians stated the equipment is very old and is in need of repair anyway.  I hope this helps you and feel free to give me a call if you would like to speak to me directly.  Sincerely, [redacted] - Owner

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Address: 14918 Paramount Blvd., Paramount, California, United States, 90723


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