Cozy Bear Heating & Air Inc.

Cozy Bear has serviced my AC Heating since 2013. They have replaced and repaired 3 ton evap coil, Heil 3 ton r410A AC condensor, in addition to numerous repair calls. All was well until I had a leak through my ceiling from faulty equipment they had repaired. When I suggested that they pay for the damaged ceiling and repair the equipment, they have not responded. They will not answer any of my calls.

I called the [redacted] Permit Building Inspection agency to see if they had pulled permits to install the units and to do any of the mechanical electrical work associated with the AC units and Cozy Bear did NOT pull any inspections. This is poor business practice and is not looked upon favorably in the industry. It is a violation.

So beware and be warned Cozy Bear is not reputable and does not abide by its industry standards. Furthermore, Cozy Bear will not respond to customers if they are asked to repair damages. My advise is NOT TO DO BUSINESS WITH COZY BEAR.

Cozy Bear has serviced my AC Heating since 2013. They have replaced and repaired 3 ton evap coil, Heil 3 ton r410A AC condensor, in addition to numerous repair calls. All was well until I had a leak through my ceiling from faulty equipment they had repaired. When I suggested that they pay for the damaged ceiling and repair the equipment, they have not responded. They will not answer any of my calls.
I called the [redacted] Permit Building Inspection agency to see if they had pulled permits to install the units and to do any of the mechanical electrical work associated with the AC units and Cozy Bear did NOT pull any inspections. This is poor business practice and is not looked upon favorably in the industry. It is a violation.
So beware and be warned Cozy Bear is not reputable and does not abide by its industry standards. Furthermore, Cozy Bear will not respond to customers if they are asked to repair damages. My advise is NOT TO DO BUSINESS WITH COZY BEAR.","neg-1

Paid Cozy Bear Heating and Air to cover two maintenance appointments. Neither did we get the second service in Spring 2014 nor a refund for it. On November 25, 2013, CB received 205.00 from our [redacted] through their own company's website. However, when it was time for the spring maintenance, We have never got the runaround as we did to schedule an appointment that was never kept anyway. They send you a email to schedule an appointment on their website, only to find that the site was hacked into. (No wonder our[redacted] was compromised the very next month after the payment was made) Then, a phone call to the company in March or April 2014 was attempted to schedule an appointment. This was unsuccessful. We were told to wait until the temperature is consistently in the seventies, OK, it makes sense. Then, an appointment was made for June 18, 2014 between 12 and 5pm. This was a no show ( the reason is that they forgot: unacceptable). From that date forward, messages were left to the company phone number (919)[redacted]. Phone calls were not returned for extended periods of time, excuses entailing dental surgery and the inability to talk as a reason to delay responding to phone calls : totally unacceptable as someone else needed to take charge and respond to the customers more promptly. Several phone calls were placed between June and September requesting a refund to no avail (did speak with someone those times). However, no refund has been received as of 11/10/2013. Very dissatisfied. Desired SettlementFull refund of $205.00 due to the breach of service contract and the amount of time spent on this matter. We had to pay another company for those services since there is this lack of trust with Cozy Bear Heating and Air. It seems that we are not the only customers since there is one other complaint posted on Revdex.com website. Looking for a prompt resolution to this matter. Thanks.

Cozy Bear cancelled multiple appointments for servicing of my HVAC system. They have stopped communicating with me regarding refunding contract feesIn August 2011, we signed a 3 year contract, good through 8-2-2014 per my records, at the cost of $460In Jan 2013, we were sold another 3 year contract, at the cost of $600 Two visits were missed out of a total of 6 paid fair already in the first contract, for which I am not asking for a refundThe Fall of 2012 visit was missed (i was in the middle of navigating a divorce), the fall of 2013 visit was missed (Cozy Bear's single email reminder went into my spam box and there was no other followup from the company), and the spring of 2014 visit was scheduled and canceled by Cozy Bear(CB) multiple times. Given the fact that Cozy Bear has been unable to provide the service I paid for (and in fact has cost me additional time as I tried in vain to schedule appointments and waited in vain for technicians who did not show up), I would like the second contact refunded. There is a pattern of problems with scheduling that has been getting worse; while the Spring of 2013 visit did eventually happen, it took >2 months to schedule and there were delays and cancellations on CB's end From my email records, this is the timeline I was able to parse: March 25th CB: "We are holding off on schedule maintenance as of right now. The ones we have scheduled thus far have all had to be moved due to the weather. May I get back to you on this?"April 11th CB offered "I have the 22nd in the PM, 25th in the PM or May 3rd in the AM"I replied same day "Would May 3rd at  8 AM or 9 AM be okay?"CB replied same day: "We can do a first call which is 9am. "CB April 25th, "I just realized that we have a training course on May 3rd and will not be able to complete your maintenance. Can we choose another day? Is AM best? Please advise. Sorry for the inconvenience." I believe the maintenance finally got done in June, after I'm not sure how many additional phone calls etc. So it took more than 2 months to get the service scheduled and completed. This Spring (2014) has been even worse -- almost 3 months since trying to get an appointment, and having accomplished nothing but wasting my timeApril 3rd, scheduling email sentApril 15th, I replied with several datesApril 27th, called and left a message, no replyMay 6th, called and left another message and sent an emailFinally got a reply that same day offering "May 21st AM or PM I also have May 29th in the PM."May 7th advised you of my May availability and informed CB those dates would not work for meMay 9th: Reply received "Lets shoot for May 13th before 12pm. " I confirmed the same day, with my addressMay 12th: CB cancelledMay 14th: realized my system wasn't cooling, was able to get company who installed it to come out and fix it in very short orderMay 14th: CB offered other appointments, May 19th I replied with my availability and lots of flexibilityMay 23rd: I send another email, not having heard back from CBMay 23rd: received a reply from CB scheduling for the 18th, May 18th and 29th and Jun 2nd, sent emails requesting confirmation of the appt timeJune 3rd, received a reply saying the 18th was no longer available, replied and agreed to the 19thJune 5th, asked for confirmationJune 6th, asked for confirmation, reply received with confirmationJune 19th, day of installation, was told there would be a delay and I would be kept updated. I asked to be called at your earliest convenience. No one showed up, and there was no phonecall.Since then there have been a few sporadic emails in which I have provided CB photographs of my receipts and asked for a refund. The last communication from CB, on July 10th, was "I am waiting for my partner to get back in town so we can discuss this. I will reply by tomorrow or Friday. Please give me until then." I sent a follow up email on July 15th, as well as calling; I have yet to receive a response. Desired SettlementI am willing to forgive the fact that three out of six scheduled visits from the first contract were never completed. I'd like a full refund ($600) of the second contract.Business Response Please note, we werent trying to avoid communication. We are in the busiest season of the year and work 7 days a week. We were reviewing the account thoroughly which extends from 2011-2014. We also were reviewing the file, notes, and more importantly your request. Here at Cozy Bear customer satisfaction is our #1 concern. Please note, our maintenance agreements do not state that the cleanings must be done by a certain time and/or date. We do apologize that we had to re-schedule the air conditioning tune up a few times but this was to fit clients on the schedule whom had no air conditioning at all. I assure you, that if the tables were turned, we would be manipulating the schedule to restore the air conditioning in the very same fashion. Although the comments shared above display a very poor track record with scheduling and customer service, we have found a great deal inaccurate and conflicting. Firstly, we did not sell the homeowner multiple contracts, the contracts were desired and purchased. The specials on maintenance at this time were extremely discounted. Several of our clients took advantage and decided to stock up on this wonderful deal. As I said, the text above described the services provided in a rather poor manner when that was not the case at all. Please review the facts about our maintenance record and service provided over the years.Summary of 2011 Annual Maintenance Contract 1 of 2 - The contract started in 8/2011 and the visit went wonderfully. Visit 2 of 2 - The next cleaning was done on the heating systems on 1/13/12. This visit also went very well. During that month I received an email from the customer. They indicated they may want a partial refund as one or both parties were not aware they bought (qty) 2 of the special maintenance deal ( buy 2 years of maintenance get 1 year free). This was due to mis-communication between the Mr. and Mrs. I went over the details and the "pros" of keeping the plan. The response I received following my message encouraging them to keep the plan was as followed and I quote; "Thanks again for clarifying all of that for us. It definitely makes sense to keep the contract; we've been very happy with your services."Summary of 2012 Annual Maintenance Contract 1 of 2 - The AC tune up was specifically requested in July of 2012 prior to the 15th as the house had a home warranty that was expiring soon. The goal was to complete the maintenance but specifically check the parts and condition of the system. The homeowner hoped this information would help them decide if they should renew their home warranty plan or not. The maintenance was completed on July 2nd. Additionally, the original email sent was signed as followed and I quote; "As always, thank you for your excellent service!"Visit 2 of 2 (NOT SCHEDULED) In the Fall of 2012 I sent my email reminders regarding scheduling prepaid maintenance as I usually do, but I did not hear from the Mr. or Mrs. at all throughout the season. I believe she said this was because of the divorce she was going through,Summary of 2013 Annual Maintenance Contract 1 of 2 - Spring 2013 was a little tricky due to good ol' mother nature! I sent out reminders to start checking your calendars and to contact me to schedule your prepaid maintenance. I did receive a response with a date requested. Unfortunately it was too cool this day. It must be at least 75 degrees to properly check and clean the AC system. While we could have kept the appointment the customer and HVAC is not receiving the full benefit of the service. It would be morally and utterly wrong for us to "pretend" like the services were rendered. Cozy Bear wouldnt even think of doing such a thing. While the appointment was delayed it truly was in the best interest of the homeowner and the system. The warm weather finally rolled around in May and maintenance was completed by June. The Mrs. even wrote the following recommendation to an associate regarding our company. Please see the following below and I quote;"I have to say that Cozy Bear, my regular HVAC maintenance company, has been wonderful to work with over the past 6 years that I've lived here. They are great about explaining what does and doesn't need to be done, and what makes sense to do get the most value for your specific situation. And they have been super busy lately too, but have gone out of their way writing me emails late at night etc to me get the info I need. I especially highly recommend them because they really did a good job of resolving a recent miscommunication -- and that, in my opinion, is really the gold star standard of how to judge a company's ethics. They periodically run great specials on maintenance packages (eg buy two years get one free) -- and that has been super helpful in keeping my systems healthy and running so long (30 year old AC, finally did get sick enough that it needs to be replaced). In summary, I highly highly highly recommend contacting Cozy Bear" Visit 2 of 2 (NOT SCHEDULED) The Ms. stated this went to her SPAM box, I find this odd as we have been successfully emailing for years and no changes have been made. [redacted], the Mr. is also on the mailing list and should have received the message as well. I also facilitate Constant Contacts which is the email marketing site I use to send out flyers regarding maintenance and specials. They have a helpful tracking feature for delivery confirmation and reporting purposes. The original email was sent on 9/02/2013. The "open rate" report shows the Mrs. at the following email address "[redacted]" opened the email on 10/22/2013 at 6:56pm. It also shows that the Mr. at the following email address [redacted] opened the email on 09/23/13 at 10:25pm. I can provide a copy of this report if necessary. I understand things happen and schedules conflict, but I do go the extra mile to remind my clients of maintenance time.Therefore, both missed appointments are at no fault of Cozy Bears whatsoever. When these appointments were originally missed, we even offered to allow these visits to roll over to the following season. However, my offer was obviously declined and contract was requested to be canceled.In regards to the most recent maintenance (2014 Maintenance 1 of 2) I take full responsibility for the scheduling mishaps. I cannot apologize enough. But I must stress that the one and only reason we had re-schedule the air conditioning tune ups this was to fit clients on the schedule whom had no air conditioning at all. I assure you, that if the tables were turned, we would be manipulating the schedule to restore their air conditioning in the very same fashion. As a reminder, our maintenance contracts do not specify an exact date or time frame that the cleanings have to be done by. We do our best to accommodate the schedule of our clients. In the event the maintenance visit has not been scheduled yet and the customer has a problem and schedules a problem call we will WAIVE the diagnostic fee and complete the cleaning at this time. This is a $76 value! Also, if the cleaning was missed because of our overbooked schedule we will allow the visit to roll over which extends the life of the contract along with the discounts and incentives that come with. We are prepared to refund the client that paid for the maintenance contracts. However, the cleanings that were performed will now be charged at the regular rate not the annual contract rate. Please see below for details. 2011 Property 1 - Cozy Care Contract Spring/Fall Completed $160Property 2 - Cozy Care Contract Spring/Fall Completed $1602012Property 1 - Spring 1 Time Cleaning $109Property 2 - Spring 1 Time Cleaning $1092013Property 1 - Spring 1 Time Cleaning $109Property 1 - Spring 1 Time Cleaning $1092014No maintenanceThe total amount due for the services rendered is $756.00. The total amount paid is $1060.00. This leaves us with an overpayment in the amount of $304.00. We are prepared to refund this amount in 2 payments. We did realize that your ex-husband is the account holder here at Cozy Bear Htg & Air. We have not received a verbal or written request to terminate the contract. Also, both invoices with each credit card payment was signed by him. Therefore, any monies refunded would be returned to him. If you'd like, I can give him a call and explain things to him. As a service business, we really do strive for 100% customer satisfaction. We realize you are not entirely satisfied and we failed at our duties to provide you the best possible service. Truly, more than anything we appreciate you bringing this to our attention. You identifying the problems in our service allows us to correct them so that it does not happen again to yourself, or any other of our valued clients. Again, we greatly appreciate your business over the years and wish you the best of luck moving forward. Consumer Response I do not consider this case closed yet, because Cozy Bear has not contacted my ex-husband as they promised to do, to provide the refund. Futhermore, I am at this point so frustrated at how horrible their communication is (please note that even their response to this Revdex.com complaint happened AFTER not only the initial 14 day window for them to respond, but AFTER the 10 day additional grace period for response. I can assure you their response rate to me has been even worse. I will notify Revdex.com if they ever do actually issue the promised refund, but I have my doubts that they will. Final Business Response response:Hello there,My records show I did reply on 8/30 indicating the first payment will go out on 9/15 and the second on 10/15 if not sooner.Thank you.