Comfort Zone Heating & Air

WOWthe most horrible experience I have had with, whom I thought was a reputable business since I was referred! Misty is very unprofessional and does to care about her clientele! I have never been treated so rudely before in my life! She lied and said payment would be sent that afternoondays later said paper work had to be filled out in order to get paidI would leave a just on the customer service alone! terrible way to run a businessMisty kept sending harassing emails afterwards

Customer service is the worst towards other businessesLied to me and said would mail a check that day...Did not mail and then four days later says paperwork has to be filled out before a check can be madeNot good business practices to agree to paying that day and then making someone waitWould give no stars if possible on customer service alone

Comfort Zone Heating & Air produced everything on my Heat & Air Unit Installment. They were very timely and professional manner. You don't see many company's that work like this anymore.

Positive experience

Review: I had central air unit installed 10/14/2013. In aug 2014 the outside unit was running all the time,he came a fixed it.About two days later I called him because ac was not cooling.He came and charged ac,worked fine for 3 months.I called him in november ac was not cooling again,he dont call back which is normal for him.Well at this time the ac ran out of warranty and when he did finally come he said it was because my filters was dirty which they was he said it messed up the inside unit coil so I agreed to pay to install new one.I was told they dont do houseing cleaning but they also dont clean the box when installing a 4000 unit.Well 3 months later same problem no ac.So I called him again,he came a charged it said it must have a leak somewhere and said he would take care of it when it gets warmer out So now my heat or ac doesnt work again now.I called onsunday evening no call back as normal so I think my problem has been a leak the whole time and he charged me for something it did not need.He told me he didnt want any cust unsatisfied and he would take care of it at no charge.Imvery unsatisfied that he wont call back and come fix my problem.My emergy heat is coming on and running my power bill up.If he cant check it till it gets warm out at least come charge it so I can have heat and ac.I payed a lot of money for this unit and it works great when it has freon in it.I just want him to fix my problemed like he said at no charge.Desired Settlement: I want the freon leak fixed or come charge it so I can have heat and fix the problem when it gets warm out at no charge

Business

Response:

In reference to [redacted], our company is trying to satisfy the customer and have went out to residence to resolve any issues. The unit was originally installed on October 04, 2013 with a split system . The system is a Airtemp with a 10 year warranty on all parts and 01 year warranty on parts.We did visit Mr [redacted]'s residence in August 2014 and did add a charge to unit. Mr. [redacted] stated that he called back in 3 months, which is November and at this point and time the first year had passed by 01 month. Our records also show that the Diagnosis for the A Coil replacement was on 10/17/2014 in which the filters were dirty and the A Coil was restricted. These problems were addressed to Mr. [redacted] and it was mentioned to him about Housekeeping, in which those words only reflected the changing of the filters. There is pictures that show the severity of the filters, in which the dirt is very noticeable. The R410A systems due work at a higher pressure than the existing systems and do not like dirty filters. The filters are supposed to be cleaned or changed once a month, which these had not been. Evidence from the pictures is clearly visible.Mr. [redacted]'s bill came to $195.00 on 10/21/2014, with invoice number 1289. His invoice was as follows: to install new A Coil $120.00 for 2 hours of labor plus the initial diagnosis of $75.00 for 10/17/2014. This invoice was paid on 10/21/2014 with check number 1352. Dirty filter's will void warranty but we did overlook the situation and filed the claim.One of the best accurate measure's of obtaining a leak is by putting high pressure gas into the system in which as we promised that we would come on March 25, 2015 and also talked to homeowner during the time we were on premises. Also Mr. [redacted]'s son is the one who actually does live in the residence at that particular time, in which we are under the understanding he has bought a house and will be moving out. We also had explained everything to him also. On March 25, 2015 we arrived and did various test on the system trying to locate a leak anywhere. Our method's included high pressure gas with soap up method and several different leak detector instruments and was still unable to locate the source of the problem. We didn't make the system, we only installed the system and at all areas that pertain to areas that was brazed or tightened have no existing leaks. We do not like having a unsatisfied customer and it is very unusual that since 2006 no complaints have been filed until now.My husband had promised to locate the source of the problem and the issue is not able to be located up this moment. Minimum leaks are sometimes impossible to find and may take several attempts to locate. Upon completion of our call on March 25, 2015 following hours of searching for the leak it was still not identified. We recharge the system and locked the doors as requested.Until we obtain a letter from you in which we assume was a cross reference due to the dates that are provided, Mr. [redacted] had not called back and we assumed everything is running accordingly. With the temperatures on March 08, 2015 and the weather being as hot as it reached in Ringgold, Va. There still was no call.Our company did tell him that we would try to locate the leak but sometimes unfortunately it doesn"t work out according to the way you would like it. Our company has placed a order for a dye kit , which is manufactured approved and can be used according to manufacturer's recommendation's. This isn't the way that I would prefer to check a system but can be done upon customer's request with written consent to perform the test but the customer would have to pay the cost of the test as well.We have tried to satisfied Mr. [redacted] on numerous occasions and we have obviously passed the first year. Mr [redacted] does have several options he can persue. There are numerous HVAC dealers that can operate on the system that is licensed as well but also note that our company has may years of experience in the modular/mobile home line. Since 1987, my husband has installed and serviced many homes during this time. His experience speaks for itself with references that are very long.Until now Mr. [redacted] has not had no more charges submitted to him, the last visit was very costly on our part. Understand we are a small business trying to make a living and that is why we strive 100% to satisfy the customer. Which doesn't mean that every customer can always be satisfied.It is acknowledged of the money that Mr. [redacted] has spent but also note that any profit made off of Mr. [redacted] has now exceeded our initial labor that is tied into the original contract.If there are any further questions, please feel free to call.Thank You,[redacted] @ Comfort Zone Heating And Air.[redacted]

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.

Regards,

[redacted] Mr [redacted] did come check my ac for leaks but could not find it.He said he ordered ac dye.He did charge ac unit it lasted a few weeks but its leaked it all out again.

I have called him twice said was waiting on the ac dye.I called him Friday the 17 he said it should be in today.It will be 4 weeks this Friday and haven't heard from him other then me calling him.Not sure if whether or not the dye is in or if it is when he is coming to fix it.My son staying here really has no factor why my ac doesn't work.As far as the dirty filters they was dirty but replacing the a coil because of dirty filters that still didn't fix my problem . Have the same problem that's been going on leaking freon.

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,

Comfort Zone Heating And Air is a very professional Company. Look forward to working with them in the future for our heating and air needs. They are always willing to come out and assist the Customer whenever an emergency arises.