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Comfort First Heating & Cooling, Inc

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Reviews Comfort First Heating & Cooling, Inc

Comfort First Heating & Cooling, Inc Reviews (6)

Technician refused to service Unit under WarrantyTechnician([redacted]) was, and company were assignedDesired Settlement[redacted] (technician) and company were assigned by American Home Shield. When [redacted] called I said thank you for coming out and he indicated he really did not want to come out, but was on his way. He looked at the unit and told my wife, that the problem was not the units, but the filters which we regularly clean. I told him that it was most likely that the unit was freezing because the coil was dirty. He said that was impossible. We were all acting cordially despite the fact that he was clearly irritated. He looked at the coil and said yes it is dirty and needs to be cleaned, but he did not want to clean it and he said to call the company on Monday and he did not care if he was fired because he did not want to clean the coil. The he asked for $100 and the call was supposed to be $75, and when I questioned him about it he said forget it don't pay it and make sure to call the office on Monday, because he does not care that he might get in trouble. Frankly I have never experienced such a strange hostile person in my life. Then to make matters worse American Home Shield was unable to dispatch anyone else to resolve the problem because the tech did not send the diagnostic report to American Home Shield. I spent hours trying to resolve this problem to no avail. I am flabbergasted. I am not the type of person that likes to resort to filing complaints but this gentleman's behavior was egregious. Needless to say our home is extremely hot and the problem was not corrected.Business Response /[redacted]/It is a truly unfortunate situation given the inexcusable incident that occurred at this customers home. We did have another technician out the following afternoon and our working diligently with them to resolve their air conditioning problem as quickly as possible. This was the first incident with this employee regarding customer service and it appears to be totally out of character for him. However, given the gravity of the situation we were left with no other option that to relieve that employee of his duties with our company.Consumer Response /[redacted]/I am satisfied with the owner's quick response and I am appreciative that the owner has taken this matter into his own hands. He explained to me that this is definitely not the norm with his company, and I believe him. It is unfortunate that anyone would have to lose their job, but in this case it is the right course of action. Thank you for mediating on my behalf.Final Consumer Response /[redacted]/

Tremendous well pleased experience having Comfort First repair total duct work for my home. Well pleased as to professionalism and way job was completed by their techs. Completed by time expected at a price within the contract even though more work was required. I recommend this company for your A/C needs.","pos-1

Tremendous well pleased experience having Comfort First repair total duct work for my home. Well pleased as to professionalism and way job was completed by their techs. Completed by time expected at a price within the contract even though more work was required. I recommend this company for your A/C needs.

It took a an entire month to fix my a/c unit. Promises were made that were not kept, and simple phone calls were not made. My home warranty with American Home Shield. The techs were from Comfort First Heating and Cooling. The person that came out started to fill the A/C unit with Freon, which we were already aware of the fees that would be incurred if they had to put any. When he was about finished, the system shut down and he realized it was the compressor. He stated to my father that he would not charge him for the Freon since the system shut down. He also mentioned that it would take 3-5 days to receive it. A day a two later after the Freon was input, [redacted] called to say that we would be charged $250 for the Freon that the tech said we did not have to pay and that he would not install the compressor until the $250 was paid. Once the part came in the lady called and gave a time window of when they would be out. Because I worked 5 minutes from my home, I asked the lady if the repair tech could call when he was on his way. No call was made and the tech called stating that no one was home. This was around 12:20 I rushed to the home. I then gave him the $250. After about 3 hours of working and installing the compressor, the guy realized some part was too hot and he would have to return the next day to continue the work. He advised us that he would be back around the same time the next day, which was a perfect time because it was my lunch time. About 1030, I get another call stating that no one was home when the guy arrived, which was the same tech from the day before. This time he had a partner with him. They worked on it for about 2 hours and STILL couldn't fix it. He said they needed a revolving valve which would take ANOTHER 3 to 5 days. They mentioned that they couldn't tell the revolving valve was messed up unless the compressor went bad. I'm not sure how your system works but I would think that the revolving valve would be ordered at the same time because of this, especially when the revolving valve is usually the cause of the compressor going bad. At this point this was right before the 4th of July holiday which actually added an extra day on top of the Saturday and Sunday non business days. All the guys could say was "I'm sorry." [redacted] called a few day later stating that the part was in. She mentioned again about the $250. I notified her immediately that it was paid in full. She said something about the system was not updated. They came out today which was July 11th to install the revolving valves and the motor went out and they had to order that part which will take another 3 to 5 days. We received a call that the motor had come in on July 16th and they could schedule up for July 17th between 2 p.m. and 6 p.m. I said ok. I took off from work at 1:30 p.m. in case he was there at 2 on the dot. I sat for almost 3 hours when I received a call from [redacted] stating that the tech was behind and he would not be there until after 6 p.m. So I went to pick up my daughter. About 5:30ish I received a call from the tech saying that he was at the home and no one was there. At this time I was about 5 minutes away. Traffic was backed up so I didn't make it in 5 more like 8 minutes. The tech told me when I got there that he was getting ready to call me to cancel because he was getting ready to leave. I dropped my head. I shared the information given to me by [redacted] and he said, "She doesn't know how fast I can work." I asked him in disgust if he could just fix my A/C, which he did. I had plans for Thursday afternoon. So I wouldn't have to cancel my plans because of the delay, I asked my brother if he could sit at the home until the tech was finished. He called me when he was done to let me know the task was complete. I am very dissatisfied with the service I was given from start to finish. My first appointment was scheduled for June 26th and was not completed until July 17th with an additional 15 days for the start of the service. My home was not offered temporary window units, hotel nothing for ANY of the delays. We were just told I'm sorry each time.Desired SettlementWe paid a $100 deductable for a service that took a month to complete and $250 for something that was told would be free. We slept in a hot house for over a month, and delt with promises that were not kept. I'm sure the employees had cool homes to return to after a long days work. We were not offered anything in spite of the long days of waiting for parts to come in and the company was not open on the weekends which made the delay even longer.Business Response /[redacted]/At Comfort First Heating & Cooling, we strive to have our customers needs and concerns handled quickly and efficiently. As one can see by our rating with the Revdex.com, situations like the one described here are not indicative of our operation. Concerning the multiple failed parts in this situation, there are many times that failed parts can not be diagnosed all at the same time. In this example, it was not possible to determine that the reversing valve was not operable when the compressor wasn't pumping refrigerant through the system. Once the compressor was replaced, it was only then that we could determine that the reversing valve had failed as well. Compounding this issue it was an unfortunate coincidence that the fan motor failed at the time reversing valve was replaced. This being said, there are other concerns that are alarming and have since been dealt with such as the contradicting information given to the customer by the technician and dispatcher.We take any concern very seriously and in this case it was determined that the primary technician operated outside of company policy on multiple occasions and unfortunately that technician has been relieved of his duties and is no longer a member of our team. In an effort to relieve the aggravation experienced by this customer, we will be refunding the customers payment of $350 in an effort to correct this unfortunate situation.Consumer Response /[redacted]/I accept the terms given by the company.Final Consumer Response /[redacted]/

I have had my heat unit broken for about three weeks and I call to see my status and nobody answer my heater unit broke Dec 13 and now its Feb the 5 and haven't been able to get fix because they didn't fix it right the first time and he came out mid Jan and said it was something else he comes back begging of Feb with the wrong part now he says he found more things wrong with it now he ordering more parts, so whats next wait till next month to fix the issueDesired SettlementIF THEY CAN BE MORE PREPARED WITH PARTS AND THE SERVICE ON A HEATER UNIT SHOULDN'T TAKE MORE THEN A COUPLE DAYS ITS VERY COLD AND IM VERY SICK BECAUSE OF THE HEAT NOT WORKING IN MY HOUSE Business Response /[redacted]/Our company is extremely apologetic for the experience that this customer had while choosing us to take care of the heating concerns. We first visited this customer's home on December 13 and diagnosed a faulty defrost board. We replaced the failed part and the system worked well for about 5 weeks. Unfortunately due to the age of this system, other issues have since arisen. Once our company was made aware that the system was not operational again, we returned to the home only to diagnosis separate and unrelated issues (a failed reversing valve). A replacement reversing valve was ordered, and the repair scheduled. Upon the technician showing up to replace the failed part he discovered that the distributor had shipped a similar but incorrect part. It was at that same visit our technician found that another part had failed (heating element) during the time that it had taken for the first part to arrive. At Comfort First we go to great lengths to insure that each customer gets there heating and cooling concerns resolved quickly and efficiently. When we discovered that the wrong parts were shipped and that the repair couldn't be performed we made arrangements to have expedited shipping as well as scheduling the installation to be taken care of immediately. In our conversation with the customer she has stated that she would like nothing more than for this complaint to go no further. Again, our customers are our top priority, and our main objective is to always have their comfort come first.

Comfort First, has been working my ac unit since 2013. I have my receipts showing that they never done a leak test not (EPA standard).I have proof that did not do the proper procedures on my AC Unit.Desired SettlementThem to completely fix my AC unit properly.Business Response /[redacted]/Comfort First Heating & Cooling is committed to providing high quality heating and cooling solutions to our many customers. Regarding this incident, I have chosen to include a description of repairs made over the last 2+ years at the customer's home to clear up any questions that may have arisen about our standards or procedures. On October 18, 2013 we had a technician to the home. When he arrived he found the system was empty of refrigerant and it was necessary to perform a leak search to determine where the system was leaking from. Upon doing so he determined that the evaporator coil was leaking and ordered a replacement from the manufacturer to replace it. Upon receiving the part from the factory, the same technician went to the home on October 28, 2013 and replaced the evaporator coil and recharged the system with refrigerant. Upon leaving the home the system was operating as it should. Two months later on December 9th we returned for a problem that the customer was having with the heat. The system needed a new blower and capacitor for the air handler portion of the system. The technician also adjusted the refrigerant level slightly as well. Over the next two days the customer called twice more concerned with the heating system not working properly and we had our technician go out to the home. On December 10th, he found that the thermostat was set to cooling instead of heating. He completed a full diagnosis of the system with no additional problems found. The next day on December 12th, we returned to the home again, this time with a complaint of "when the system goes over 71 the unit makes a loud noise". Again, we performed a diagnosis of the system and found the system to be working properly. On January 6th, 2014 another call was placed to our company complaining of a noise. This time we had a different technician go out. He checked the system, looking for anything that was loose or not screwed in correctly that might be causing a noise to happen. He did find that the screws on the condenser coil were a little loose so he tightened them. He also found an electrical breaker for the air handler to be faulty and changed it as well. The customer called again on February 5, 2014. Technician arrived to find a problem with the electrical circuit board for the heating unit and the heat strips had failed. We replaced the failed parts on February 10th and left the system in operation. It is important to note that the customer paid nothing for the last four trips mentioned above, even though there were two trips where the system was operating perfectly. The next time that we went out to the home was when they called us to purchase a special on an air conditioning tune-up over 14 months later on April 22nd of this year. We performed the tune-up and all was well at the time. One month later on May 20th the customer called with the air conditioning system not working. We had a technician go out and found that the dual capacitor (a different capacitor than the one we changed two years prior) was bad and the compressor was weak which called for a start assist to be necessary to help it operate correctly. The customer refused to authorize the repairs at that time and our technician left without returning the system to good running order. The problems with this system weren't caused by a failure to follow proper procedure or standards. The problems with this system came from issues that unfortunately plague all mechanical components as they age and begin to fail.

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Description: Air Conditioning & Heating Contractors - Residential, Air Conditioning Cleaners, Air Conditioning Repair Companies, Heating & Air Conditioning - Filters, Heating Air Conditioning Suppliers, Heating & Cooling Demolition, Heating Contractors, Air Conditioning Companies

Address: 7001 Lark Ln, Sanford, North Carolina, United States, 27332-8824

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