Comfort Services, Inc.

On 06/10/16, I randomly selected Comfort Services, Inc. (Roanoke, VA) to repair a heat pump that was not cooling. When I say random, I did some preliminary research and found that this company is a member of the Revdex.com (with 2 favorable remarks/0 complaints) and linked to “[redacted]” (though I’m not a member and was unable to see the remarks). I also knew this company had been in service for 30+ years and maintained a moderately sized fleet to accommodate customer needs. I was advised of the fee upfront ($115) and was told by the receptionist that this fee is their minimum service charge, and it will be applicable to the first 1½ hours of work at the home. This policy is most unique as nearly ALL HVAC companies will charge a fee similar to this, and the customer will NOT recoup any of that amount which could be applied to the actual work being performed. In essence, it seems that with this company, the customer is actually paying for the work and not travel time getting to the home---this company is exceptional in customer related ethics!. In my opinion, this sets Comfort Services, Inc. as a true trendsetter in the HVAC service industry for clearly recognizing and addressing a recovering economy, just as [redacted]’s is the pacesetter in the fast food industry with being the first to offer the $1 menu.

The technician who arrived, Steve, was prompt, friendly, and courteous. Since I had no prior relationship to this company, I monitored the work that was being done. Steve actually attempted to explain what he was doing, but honestly, his knowledge far exceeds my rudimentary understanding of heat pumps and component relationships. In my conversation with Steve as he was working, I advised him that in the near future, I would need to replace my two Trane heat pumps as they were installed in the late 90s, and here’s something noteworthy to report: Steve told me that, as a courtesy, Sandy (the Customer Service Representative) actually files the warranty paperwork herself to assure that an HVAC manufacturer cannot use the lack of paperwork submission in timely fashion going against the customer and thereby invalidating a warranty. I am impelled to then ask myself: “How many other HVAC companies would do the same for their customers?” This again, sets this company far above expectations when it comes to customer appreciation.

I was totally pleased with the workmanship in restoring my heat pump to optimal operating condition, and Steve tidied up his work area before leaving. The culprit was a bad capacitor and my total bill was $142 (this included that initial call-out fee of $115) ---what a deal and thank you Comfort Services, Inc.!!!

Review: My complaint is against Comfort Services, Inc. at 326 Albemarle Ave., SE Roanoke, VA 24013.

Enclosed are copies of bills charged by Comfort Services to find and replace a compressor that was still under warranty.Desired Settlement: Explanation of charges for something that was still under warranty.

Business

Response:

It is regrettable that Mr. and Mrs. [redacted] feel we were dishonest. In 2011, they were quoted in writing for a new H.V.A.C. system. The quote states one year labor warranty. We installed their system on February 15, 2011. The compressor was found bad on March 25, 2013. When a compressor is changed, there are supplies and parts that must be used which are not warranted by the manufacturer. As you can see from the enclosed invoice, the [redacted] were not charged for the compressor. Comfort Services, Inc. did nothing wrong. Regardless of this fact, I am sending the [redacted] a full refund. Hopefully, they will be able to find an H.V.A.C. company that will satisfy them in the future. I have enclosed a copy of the check and the letter sent to the [redacted]. Sincerely, Jim TaborPresident

Consumer

Response:

I have reviewed the response 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.Enclosed is your check for $703.06. It was not our intention with this issue to "get a free ride". We do feel, however, that some charges may have been unnecessary. We question the breaker and the charge to replace it, as apparently this was not the problem. Also in order for the compressor to work it had to have refrigerant, which we feel should have been covered as well as the recovery process.Regards,[redacted]

Business

Response:

It appears that in this day of computers and web sites, we have forgotten how to communicate person to person. A telephone conversation with my partner, Steve Moore, or myself, could have resolved this issue long ago. I understand from my office manager that Mr. [redacted] called our office when he received the invoice for the compressor and was upset, but specifics were not discussed. That was the last we heard until learning of his complaint to your office. After looking at all of the invoices and work performed, Mr. [redacted] is correct. The service call we made and replaced the breaker should not have been billed to him. Secondly, although the manufacturers warranty does not reimburse us for the refrigerant, I will refund that as well. In regard to the recovery process, it is required by the EPA and we have to pay to dispose of used refrigerant, but I have refunded that also. A check in the amount of $355.00 has been mailed to Mr. [redacted] along with a copy of this letter. It is regrettable that this situation ever arose. Sincerely, Jim Tabor President

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]