Comfort Experts

Date Sent: 12/29/12:00:AMRegarding [redacted] complaint, we offered fair compensation to Mr [redacted] Via text with no reply!Also this is dating back well past the labor Warranty, that was from the installation date, Also at the time of the work preformed I myself was not the owner of this company, and still offered to make fair on his out of pocket cost just wasn't willing to pay over inflated cost that he himself agreed to

Response:To follow up on the Business response to complaint ID [redacted] , there are several clarifications I would like to makeThe Business has not contacted me or sent any correspondence since 7/26/ The business response to Revdex.com on 12/29/indicates an offer of “fair compensation.” This is assumed to be an offer on 7/26/to reimburse half of my out-of-pocket expense of $ As indicated in my response email on 8/14/2016, 50% reimbursement is not an acceptable resolution There is also a suggestion that the equipment was out of warranty This is not accurate The furnace was installed on 10/28/and included a 1-year parts/labor warranty (refer to attached agreement signed 10/13/2014) Although the warranty agreement dates back to 2014, the specified furnace was installed on 10/28/ After discovering a problem with the AC in June 2016, I attempted to have the Business inspect and repair the system However, the Business did not show up for the scheduled appointment and did not follow up or respond to my text At that point, I was required to have the system inspected and repaired by a 3rd party contractorThe furnace manufacturer referred me to the 3rd party contractor They inspected the system, diagnosed the problem and made the repair My out-of-pocket cost for this work was $(refer to attached invoices) After reviewing the invoices and discussing itemized costs with the 3rd party contractor, I believe the invoices to be an accurate representation of the work he performed If the business would argue that $is too high, I would suggest that the cost is an accurate accounting of work performed in a satisfactory manner by a reputable company that was referred to me by the equipment manufacturer Furthermore, the expense was caused by a long pattern of negligence on the part of the BusinessMy experience with this Business started well in 2014, but has since become a very long, frustrating, and costly ordeal as indicated by the attached timeline At this point, all I request is reimbursement for my direct expense required to fix a mistake (or multiple mistakes), made by the Business, on equipment that was covered under their warranty

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below To follow up on the Business response to complaint ID [redacted] , there are several clarifications I would like to makeThe Business has not contacted me or sent any correspondence since 7/26/ The business response to Revdex.com on 12/29/indicates an offer of “fair compensation.” This is assumed to be an offer on 7/26/to reimburse half of my out-of-pocket expense of $ As indicated in my response email on 8/14/2016, 50% reimbursement is not an acceptable resolution There is also a suggestion that the equipment was out of warranty This is not accurate The furnace was installed on 10/28/and included a 1-year parts/labor warranty (refer to attached agreement signed 10/13/2014) Although the warranty agreement dates back to 2014, the specified furnace was installed on 10/28/ After discovering a problem with the AC in June 2016, I attempted to have the Business inspect and repair the system However, the Business did not show up for the scheduled appointment and did not follow up or respond to my text At that point, I was required to have the system inspected and repaired by a 3rd party contractorThe furnace manufacturer referred me to the 3rd party contractor They inspected the system, diagnosed the problem and made the repair My out-of-pocket cost for this work was $(refer to attached invoices) After reviewing the invoices and discussing itemized costs with the 3rd party contractor, I believe the invoices to be an accurate representation of the work he performed If the business would argue that $is too high, I would suggest that the cost is an accurate accounting of work performed in a satisfactory manner by a reputable company that was referred to me by the equipment manufacturer Furthermore, the expense was caused by a long pattern of negligence on the part of the BusinessMy experience with this Business started well in 2014, but has since become a very long, frustrating, and costly ordeal as indicated by the attached timeline At this point, all I request is reimbursement for my direct expense required to fix a mistake (or multiple mistakes), made by the Business, on equipment that was covered under their warranty Attachments Regards, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/07/14) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @sbcglobal.net The service call Mr [redacted] placed was for service and not for an estimateThe technician was at the customer's home for one hour working on air conditioner; defrosting the evaporator coilTech told customer it was low on charge and there was a leak at the a-coilTech advised customer we could charge system, customer told tech to leave the homeWhen the tech contacted me and explained the situation, I told him to leaveCustomer refused to pay the $service call as wellAs far as Mr [redacted] stating we left him in degrees temperature; we were more than willing to fix the problem and get them cooling but he refused serviceWe do our very best to satisfy each and every customer we serve and are disappointed we were not able to do so in this situation

We are very sorry that the customers experience with us was less than satisfactory & we did not meet their expectationsWe have reviewed the account as well as pulled all phone recordings & found the following to address the concernsWe were out to perform service on 9/27/17. Upon
arriving to perform annual tune ups on the HVAC systems in the home, our technician found a contactor that was in need of attention on the system that services the downstairs area of the houseThe technician changed out the weak contactor for a new one at the customers approvalThe part failed and as soon as we were made aware of it, we returned to replace it at no chargeUnfortunately, we can't predict when a manufactured part may failAll we can do is stand by our work and replace as necessary if it's under a warranty or guarantee, which we did

Complaint: ***
I am rejecting this response because:It did not cite the full and true account of this service call and problems associated with itThe companies very brief explanation was constructed as to put them in the best lite possible...but in no way did it addressthe full and true details as I reported to the owner Mr*** *** in answer to his emailThis response did not reveal the fact that we were left without service of unit for hours...even after I called several times during that period seeking help, nor did it revealmy report that the part they initially installed on their first visit was older than the hills and not close to the part they initanally took off and the correct part they put on during their second trip hours later( this was a sham)the repair company left us hanging without air-conditioning for hours even though they are located right here within miles of my homeIt appears that they are dodging the question of the lack of quality service, plus their well advertised ads promising satisfaction or no chargeThey sent a questionnaire asking about my view of their service which was one question, generally stating are you satisfies with our overall service...since I have used them for years and always had good results , I replied that OVERALL the years I have used them I was satisfied....but this does not stretch to cover this last service callIt remains a gross sham and dishonesty on the serviceman's partIt would be sooo much better for them to admit their dishonest service on this last call and strive to guard against such activities in the future by their service peopleI CAN NOT ACCEPT THEIR VERY SHORT AND TERSE REPLY AS BING TRUE p.sTHIS UNIT NEVER CAME ON AT THE END OF HIS FIRST VISIT AND HE KNOWS IT...HE NEVER WENT IN THE HOUSE AND CHECKED THE THERMOSTAT TO ASSURE THAT THE UNIT WOULD RUN...HE HAD EARLIER SET IT REAL HIGH SO IT WOUNLD NOT COME ON UNTIL IT WAS RESET...HE PICKED UP HIS BAG OF TOOLS AND LEFT AS SOON AS HE HAD ME TO SIGN...I THEN WENT INSIDE And notice the thermostat and set it to cool and it would not come onMr*** *** needs to have a sit down with this young man and let him know he is damaging the companies reputation and this could mushroom into an undesirable situation for the company. Regards,
*** ***

We always value the input of our customers. We are sorry you feel this way but we can assure you our time and quality work is well worth the money spent. There are a lot of things that factor into our pricing such as lifetime warranties, 24/7 customer care, the cost it takes to provide our...

customers with highly skilled technicians, just to name a few. However, we do have a complete breakdown if you would like it for review.