Comfort Wizards Heating & Air Conditioning

Comfort Wizards Heating and Air Conditioning is a Carrier Dealer that installed a Heat Pump at my home in Raleigh, NCThis is a first class system including a new line set with a brand new condenserA very complete load calculation was doneThe owner himself came to my home and explained in detail what he would be doingAnd he did everything that he indicated he would be doingI could not be happier with what was doneThe unit is now year old

I hired Comfort Wizards to do major AC repair and replacement work in my 10-year-old home in 2013 and again in 2015. First, a coil replacement on the second-floor original system that had failed. Then, running new conduits to a new sun room, followed by replacement of the first-floor system, including running a new conduit and vent to added room.

The work was done carefully, professionally, and with detailed explanation of what they were doing, what they had completed, and how to use all the new components.

I couldn't be more pleased with this company's work, fair pricing, and response to our needs!

Comfort Wizards Heating and Air Conditioning is a Carrier Dealer that installed a Heat Pump at my home in Raleigh, NC. This is a first class system including a new line set with a brand new condenser. A very complete load calculation was done. The owner himself came to my home and explained in detail what he would be doing. And he did everything that he indicated he would be doing. I could not be happier with what was done. The unit is now 1 year old.","pos-2

Air Conditioning Unit was improperly installed and owner states he will not have someone come out promptly to "look" at the issue.This unit was purchased and installed via Comfort Wizards. The unit appeared to work well after the purchase, however, I don't run it much and when I do I tend to keep it at 78 degrees. This morning, June 12, I noticed the temperature in my home was going up, not cooling. I went up in the attic where the unit is placed and notice all the duck work is detached from the unit. I called the office to have someone come out and was told no; then received a call back after pictures were emailed but was told not until Monday. This weekend will be 97 degrees and this is a health concern. They were quick to come out and sell the unit but seem unconcerned with the repairing of it.Desired SettlementTo have someone come out the same day of concern.Business Response We resolved this issue with the customer directly. Providing service and repair on a satisfactory timeline for this customer.

The company was hired and paid to fix our AC unit, 6 weeks later they have yet to lift a finger. In the middle of a NC summer. The compressor in our AC unit broke down in late July. The insurance company hired and paid Comfort Wizards, INC. to fix it. 6 weeks later ( currently mid September) and they have yet to fix anything. They continue to claim they are waiting on parts, which mysteriously never arrive, partially arrive, or are the wrong parts. We call them every day and they consistently lie to us about when they will get around to fixing the unit, when the parts arrived, and when the case manager is at the office. When you do finally get the case manager, [redacted], on the phone, she pretends not to have any information on hand but promises to call you right back, and of course never does. We have been homeless for over 6 weeks now since no one can live in a 100 degree house. Comfort Wizards simply does not care. Every day there is some new missing item they are waiting for but will definitely arrive any minute now. The insurance company is of no help either. I simply do not know what to do anymore. I just want to go home.Desired SettlementPlease fix my AC so I can go home! Please!!! I am begging. Business Response This complaint has been resolved. The customer was already on the scheduled for the following day to have this job completed at the time this complaint was made, and the job was completed according to that schedule.

Unresponsive when working with my home warranty company. My claim has been in Comfort Wizards hands since June 10th. It is July 8th and is unresolved.My warranty company cannot proceed with the repair of my HVAC units. Comfort Wizards has been involved in my claim since June 10th 2014. They are unable to communicate properly with my warranty company. It took 12 days to come out and inspect my HVAC units. Upon inspection the contractor only wanted to add refrigerant to the systems without checking for leaks and refused to inspect the unit for leaks. I did not want refrigerant added to the system that would in turn leak out again. He left my property without any repair being completed. The second service tech to inspect my unit stated the expansion valve and cooling coil in the AHU in the attic has been installed incorrectly. He stated these two items need to be replaced. He has yet to file this report with my warranty company leaving this issue unresolved. I have tried to contact comfort wizards several times and an unable to speak with anyone. Their phone line is currently down. This issue has been unresolved for a month now.It is unacceptable for a business to operate in this manner. I have currently paid a 60 dollar service charge and would expect this to be refunded as I will most likely have to have another contractor come out to my house. Desired SettlementI would like my systems repaired. Business Response Comfort Wizards apologizes for any inconvenience or discomfort you have experienced with our company.Your claim was sent though your Warranty Company and we have to follow procedures that are required by them.When you open a claim or service call your warranty company calls a contractor within their network and that contractor schedules an appointment and after service the contractor will calls your warranty company and proceeds as per normal procedure.At this time you opened a claim and we went to your house the day we had an opening on our schedule and we had issues with diagnose as unit was dirty (normally lack of maintenance is a reason for denial), warranty company requested for us to go back and found out the issue that was due to a part that was installed by another company; during install of coil R-410A txv was never replaced with R-22 txv which caused issue.Again we called Warranty Company and according to normal procedure they need to send original contractor to fix problem generated by them.

Comfort Wizard's service technician made an unsubstantiated claim that nullified my home warranty appliance protection with [redacted].The Comfort Wizard service technician claimed that a small rubber plug at the bottom of the motor for the external fan of my [redacted] heat pump and A/C system was supposed to be removed as part of a correct installation for the motor. [redacted] ([redacted]) denied my claim for warranty protection because of a clause in their warranty contract that automatically denies claims for "incorrect installations." Neither Comfort Wizard nor the service technician have provided any documentation to substantiate their statement that the rubber plug needs to be removed for a correct installation of the motor, despite several requests for them to do so. During my most recent contact with the service technician, he assured me that he would immediately send me the requested documentation. That was several days ago. Comfort Wizard just continues to "stone wall" the problem because, I believe, it will be impossible for them to substantiate their position about the purpose of the rubber plug.I believe that removing the rubber plug is against the design intent of the manufacturer of the totally enclosed exterior service motor; since the interior of the motor would be open to humidity and moisture condensation once the rubber plug is removed -- leading to interior rusting and early failure of the motor. I believe [redacted] hires Comfort Wizard and they work together to find any instance, no matter how minor, of an "incorrect installation" so that [redacted] can avoid paying claims for warranty A/C service work. Desired SettlementComfort Wizard needs to admit their service technician's error in stating that the rubber plug's presence in the failed motor is an "incorrect installation" condition that voids my Total Protect warranty and forward that correction to Total Protect who can then honor my claim for a refund on the cost to replace the worn out nineteen year old motor.Business Response Contact Name and Title: [redacted].Contact Phone: [redacted]Contact Email: [redacted]Respecfully respond to Mr. [redacted] complaint:On 6/15/15 One of our technicians for Comfort Wizards went to the house and the report was: Condenser fan motor has locked up bearing. Whoever installed motor (other company went before Comfort Wizards and replaced the motor with a after market motor) never took out moisture plug (All motors have a sticker that show drawings and give instructions on how to remove drain plug and we have it available on request). Mr [redacted] was given a copy of that report and he signed the original. When we go to a house with a warranty Company, in this case [redacted], we represent that company and we need to call them and give them the report of diagnosticand they give us authorization or deny repairs according to their protocol and the terms of the contract for each homeowner.On this particular case, the warranty company dinied repairs becasue the motor was improperly installed by the other HVAC contractor, therefore they were not going to cover for repairs. Mr. [redacted] was notified of denial by their warranty company and was given a price for repairs autside of their Warranty Company contract and Mr. [redacted] agreed with that price and Comfort Wizards went back on June 24th and complated repairs and unit is working properly at this time.After those two visits Mr. [redacted] called demanding explanation from technician and proof of improper install and the technician called him as a courtesy and explained that the motor that other company installed not just was an after market motor, it was also improperly installed and explained why.As an HVAC contractor Comfort Wizards did his best to fulfil the needs for Mr. [redacted] on repairing the failing unit, we had to comply with [redacted] protocol and we can assure that company takes good care of their customers but in this case the problem Mr. [redacted] had was not covered according to their contract which was signed between Mr. [redacted] and [redacted].We have two invoices with detailed report of diagnostic and repaired both signed and paid in full by Mr. [redacted] and we are surprised that he is filing a complaint agains our company when he called us again to complete repairs at his house.Again, we have the sticker that comes with all after market motors that explains the Drain Plug removal available on request.Thank youConsumer Response If Comfort Wizard has installation instructions that prove that the drain plug must be removed for a proper installation, they can postal mail me a photo copy. They have my address on file.I signed the original invoice and diagnostics as representing what the technician found and believed was needed to fix the problems with the unit. That does not certify that I agree with all opinions of the technician.I had the work done to fix the unit at my expense, because it was the middle of summer and our family needed the unit working. Again, that does not mean that I agree with [redacted]'s denial of my claim or Comfort Wizard's claim of an improper installation of the failed motor. Final Business Response Comfort Wizards respectfully desagrees with Mr. [redacted] statement.Our technician was absolutelly right on his report for failure. Again we have the proof of the sticker from the after market motor will show that our technician was right on its diagnostic.If the Warranty Company will deny or not the repairs is something Comfort Wizards has no control on because it depends on the terms of the contract that Mr. [redacted] signed with them. The repairs were denied by the warranty company after we gave them the diagnostic.We already referred Mr. [redacted] complaint to [redacted] and the submitted the cmoplaint with their legal department.Please let us know how we can submitt the proof of the right drain plug removal that the after market motors haveThank youFinal Consumer Response

I hired Comfort Wizards to do major AC repair and replacement work in my 10-year-old home in 2013 and again in 2015. First, a coil replacement on the second-floor original system that had failed. Then, running new conduits to a new sun room, followed by replacement of the first-floor system, including running a new conduit and vent to added room.
The work was done carefully, professionally, and with detailed explanation of what they were doing, what they had completed, and how to use all the new components.
I couldn't be more pleased with this company's work, fair pricing, and response to our needs!","pos-1

Charge for repairs not needed.Once I questioned the repairs they said it was needed, they never returned any calls or service the unit. AC unit was tested. They said it had a leak and a new condenser coil was needed, but they also quoted $500 for modifications, when I questioned the modifications, since the replacement coil should not need any modifications to the unit (new) if replaced with the proper parts. They never called back and did not performed any work. I feel that Service charge of $60 was stolen from me.This business is fraudulent and takes advantage of clients without knowledge of AC systems.Desired SettlementService charge should be refunded. This business should not be allowed to continue to cheat their customers.Business Response Contact Name and Title: [redacted]. OfficContact Phone: [redacted]Contact Email: [redacted]Mr. [redacted];We received a work order from your warranty company [redacted] and went to your house as a contractor for this warranty company and we charged $60 as a service fee which your warranty company does not cover on your contract. We had to go back a second time to perform a leak test on your EVAPORATOR COIL authorized by [redacted]. After finding that your e-coil needed to be replaced we called [redacted] and gave then all information on what needed to be replaced and all modifications. After checking coverage on your contract, they gave us the items that were not covered and they called you with that amount of non-covered costs.Nowadays the units are made more efficient and the R-22 refrigerant its being faced out, replacement parts most of the time, even if have same measurements we need to modify ductwork, plenum and transitions to make it work for the existing units. We normally give the warranty company the worst case scenario and if the modifications are not needed we will deduct the costs from the original amount. When you called the office we explained you that at the end it may not be the $500.00 but we would no know until we went to your house. You decided to cash out the claim with your warranty company and we did not call you to complete repairs because [redacted] sent us a cancellation and we were not allowed to do repairs anymore.First, we deeply regret the fact that you feel we were mistreating you and that Comfort Wizards was charging you something that was wrong. As explained, we went to your house with the warranty company and the $60 is a service fee they normally charge to their customers as you have a contract with them, we had not charge you anymore because we did not do the repair.We will be more than happy to offer you a check for the amount of $60 if you really feel we did not do our work properly which we think we didConsumer Response This company recorded that the unit was 14 years old when in fact it is only 7, in order to charge for the 'modifications' which were not needed.Neither the warranty company nor myself were able to contact this contractor once I exposed of their practices.I did cash out with the warranty company since this contractor could not be reached. They are not trustworthy or honest in their practices.At the end, they charged for services not provided. In most cases it would be consider stealing !