Comfort Zone

In response to customer's complaint of fraudulent behavior - we requested customer to sign his financing paperwork after the final inspection of the Egress window has passedThis would complete the contracted workThe other items customer has requested us to fix are non-contracted items that we will repair as a courtesyWe are not responsible for grass but we will put down grass seedAlso, we will patch the drywall where customer had a leak fixed that was unrelated to our workThis was communicated to the customer by email on 8/25/from our Service Department

In response to customer's complaint: AquaGuard installed a waterproofing system in Customer's basement that has not failedLast Spring, Customer was experiencing water seepage in a non-contracted area of his basementOur Service Technician who inspected the seepage informed customer of this & thought the seepage was due to a new furnace that was installedHe gave customer quote for additional work which was at a discounted rate because he was a previous customerCustomer elected to wait until the Fall to have the work doneOur Service Manager recently emailed customer with several dates to complete the installationCustomer informed our Service Manager that he did not want to pay for the serviceWe do guarantee our work but only in the areas that contain our systemIn this case the new work is located in an area we have not servicedWe offered to repair it at a discounted rate & will do so when customer selects an installation dateThank you

On November 2015, Mrs [redacted] called our office with a no heat complaintWhen service techarrived he tested the system and found that the compressor was stuck and would not startHe then called in to office to report finding at which point I, [redacted] , went out to the home to confirm the diagnosisAfter confirming that the compressor was bad Mrs [redacted] was informed that the cost to replace the compressor would be $1,275.00, and that it would have to be orderedMrs [redacted] agreed and compressor was orderedWhen it arrived we scheduled a time to come out and install the compressorWhen complete system was working properly, and Mrs [redacted] paid her billThen on January Mrs [redacted] called the office and stated that she didn't think her system was heating properlyWe sent a service techout to her home and he could not find any thing wrong, left and did not charge her for the callShe called back a few days later and talked to someone in office whom told her that maybe she didn't have enough insulation, just more as a question than an answer to her problemThen according to Mrs [redacted] she called someone else who came out and told her she had a bad leak that could not be fixed, and that she would need a new system, which she bought from themAs to refunding her money she only paid for services that were rendered to her and she agreed on and paid and signed work order when completeThanks, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:Aquaquard did not return any of my calls regarding the hot water heater and I went without hot water for two weeks Because I have children in the house, I finally paid a plumber to resolve the issue I was told that the elements were shorted out when they moved the hot water heater twice They need to reimburse me for the expense of the plumber I also, have not received the warranty after numerous attempts.Regards, [redacted]

In response to customer's rejection: customer contacted AquaGuard with water seepage issuesWe performed a thorough inspection of customer's home & customer signed a contractWe performed contracted workCustomer now has a waterproofing system with a lifetime warrantyAgain, there was no unnecessary work performed so no refund will be issued Thank you

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: an independent company came in and assessed the system and indicated that the system and install are why my electric bills are still almost $ If they are not willing to refund all my money on the system and come in and remove it, then I will be forced to take further action They did not inform my neighbors or I that they would have a pile of black debris 8" thick running through our yards and into the creek polluting They were out times to fix a brand new system? It is easier for me to tell you the days I had heat because it was less than days My bedroom is still very cold even currently during the night because of faulty installation My electric bills now exceed $3,over the past months I am only asking for the money I paid them and they can have everything they installed back I have been more than fair in the request for $21,because this system has now costed me over $30,+ pain and aggravation. If you are a truly reputable company than put the customer first!Do the right thing!
Regards,
*** ***

The customer paid Comfort Zone a total of $20,on 11/17/14. $2,of that was for a buried propane tank and gas piping to a cook top and fireplace$3,did not go to Comfort Zone. It went to Funk's drillingSo Comfort Zone was paid a total of $14,for the work performed by themNot only did we offer to pay the customer $15,but we also voided a check for $2,and installed another $1,worth of partsThat $3,covers his electric bills and we offered to pay him more than he paid usWe cannot refund money we did not receive that went to the drilling companyI have a signed agreement stating we are not responsible for driveways and sidewalks because of the weight of the drill rigIt also states we will complete the job to ROUGH GRADE onlyNo raking or seeding is includedI can forward this to you along with a copy of the signed contract and voided check if neededThank you

Sorry for the delayI was out of townThis customer did have several problems that were beyond our controlThe unit came with a faulty partSome times it would work fine then other times it would failWhenever he called us to say he had no heat we would be out that day or the following morning
Of course when we would get there everything would be working fineWe had a hard time catching it in the actSo we had the rep for Climatemaster come out and he determined a valve was sticking and this was a problem with several new unitsWe fixed the problemThen his next problem was his discharge pipe froze out back down by the creek and his unit locked outHe was supposed to run the piping into the creek and never didSo we tried dumping the discharge water back into the wellThe well got too cold and made the unit lock outHe has no heat againSo we tried to get the right amount of water into the well and the rest to dump out backIt would work for several days and then the well would just get too cold for proper operationWe tried this to save him money on more drillingThen he finally got the discharge pipe into the creek and everything was working for a little whileThen came another problem that was not our faultHis well started filling up with slimeA very rare occurrenceOf course with every problem his heat would failSo he bit the bullet and decided to drill deeper and go to a closed loop system because his well was no goodOf course the drill rig broke down in his yard for like a week and he had no heat except back up heatLong story short he now has a closed loop system that is working fineI talked to him two weeks ago and he said his thermostat is set at degrees and its degrees in his houseNot sure where he is coming up with the idea he needs a five ton unitI have the same three ton unit in my house and my house is square feet larger than his home. We never charged the customer to convert the unit from open loop to closed loop, remove bamboo in his yard with a back hoe, add a heat duct to his basement, master bedroom, kitchen, bathroom, installed a humidifier, ran a gas line to his fireplace, replaced all the vents in the first floor and second floorOver three thousand dollars of work to help with his electric billsHe signed our drilling agreement stating we would only finish his yard to rough grade only and damage sometimes occurs to driveways and sidewalks because of the weight of the drill rigHe was made aware of how his yard would look when the drilling company was finishedHe stated he was fine with that because he just purchased the property and it was a major construction zoneHe was adding a garage to the home, he had a pile of lumber the size of a truck in his front yard, a back hoe was digging up feet of bamboo in his yard, and the drilling causes muddy water to come above groundThis is not our first install we have been installing geothermal systems for years

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:   At no time did I ever give permission to destroy my sidewalk because it is now going to cost me thousands of dollars to fix.  I told them that they cracked my sidewalk into several pieces the first time they drilled and they had no response for me, they blew me off like I was not even talking to them.  They did the same thing when they put their tools on my two week old clothes washing machine and gouged big scratch marks in the top.  This company will not take responsibility for anything, including their own work.  Everything I have ever purchased had a warranty that you could return if the product was not working properly.  This company has not been able to make my heat work since it was installed and they want me to lose $6,000 in drilling costs on a system that does not work.  $3,000 in electric bills because he system does not work, $800 for washer they scratched up due to a lack of professionalism, and a cracked sidewalk that is not repairable.  They indicated that they did $3,000 in work to offset the electric bill but are not willing to reimburse me for that work, which they will be removing because the vents are falling out of my ceiling and they humidifier is going with the system removal.  So I ask again what work did I get for my $3,000 bills electric bills over 5 months?  I have lost over $30,000 in this system and a system that was supposed to save me money in electric has cost me more $$$$.   Their inexperience has landed me with a unit that is undersized for the square feet of the house because they did no preparation and other heating companies have said this is one of the worst installs they have ever seen and I still do not have working heat in my bedroom.  My house would not go above 55 degrees in one of the coldest winters in history, my pipes froze 3times and it is due to the fact that COMFORT ZONE and [redacted] Drilling do not stand behind their work.    If a business is not held accountable for their product, than who is.  Either of these companies lost one night of sleep knowing that they placed a 6 and 8 year old in a 55 degree house for the greater part of the winter and we had to wear several layers of clothes and a heated blanket to stop shivering at night to sleep.  I am a combat veteran in the US Army and a wounded warrior from Iraq and these companies both know that.  I have endured 160 degree temperatures in a country that tried to take my life every other day.  I did not realize that people in my own country would ever treat any human being with this level of disrespect and not care.  I could not sleep at night knowing I wronged someone like these companies did.  They will not stand behind their work or mistakes and they prey on the customers lack of knowledge in the heating systems.  I had to tell them my room was cold and asked if another vent would help, yes they installed it but I did no good because the systems heat is not reaching the upstairs and they knew this!!!!  I only asked for what I paid for the system.  I am still out over $9,000 dollars more than the $21,000 I paid to run the system, sidewalk damages, medical bills, the substandard temperatures in my home, washing machine scratched up and my days off work becauseI was sick and the kids were off school sick.  Aaron has gone on vacation two times since I have had him install my system and that is what I know of, he has cost us a family vacation because of the cost of the upkeep of this this. Apparently do onto others as you would have them do onto you is not in his vocabulary.  They offered $15,000 according to their letter but when I tried to call them on two separate occasions they have failed to call me back so even if I was to accept their $15,000 offer, they cannot be reached.  I almost expect this treatment from this company and feel really sorry for any of their Past and future customers.   
Regards,
[redacted]

I would not recommend this company, they steal.