Creators of Total Comfort Mechanical, Inc.

[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:
The service provider has been
repeatedly untruthful about what conversations did happen, what services were
performed and the mistakes they made all along
Agreed that in the initial review
with *** *** regarding this issue, I had mentioned about refrigerant leak
as a possible cause but I am not an expertThe core of the complaint was
always that the system was not coolingThe service provider goes on to claim
that the system was not working prior to them performing the service which is totally
incorrect and made upAs mentioned in their service ticket, the technician
wanted to sell me additional refrigerant that I did not want to buy and we left
it at thatThe fact that the service provider has been avoiding is that I already added
1lb to whatever the existing refrigerant was and that should not have reduced
the cooling from what it was before
I had been in contact with *** *** complaint resolution department, and all I had asked for is for the
service provider to fix the issueAs evident from attached communication, the
service provider did not make an attempt to contact me after the conversation
on June 9thThey continued to claim that they had recommended that
I add refrigerant and since I denied they are not liable for any other issues
that they causedWhen I hired another reputed company to look at the issue,
they were able to tell me in mins that it was not an issue with Refrigerant
but the wire on another capacitor on the outside unit was left loose that
eventually caused it to burn outWhen I asked them about refrigerant, they
said the system could take more but I was in green area and did not need moreAgain
as evident from the ticket, additional refrigerant was not added and the system
is functioning fineThe service provider’s claim of not being liable for blowing
up the capacitor because I denied the purchase of refrigerant is totally
outrageousAs a part of service, the technician did take out the capacitor and
was supposed to secure the wires and put it back which he obviously failed toThe service provider already agrees that
the technician had been careless and left the wires loose on inner unit and had to come back and
fix it same dayI was immediately able to realize this because the unit would
not startUnfortunately for this problem to surface and for me to realize it
took me few days, but I did report it as soon as I realized it
All in all, the service provider
introduced the problem while performing the service and I had given them fair
chance to fix the issue both by calling them directly and through *** ***
complain resolution before I went ahead and hired another company to diagnose
and fix the problemThey are simply trying to blame the customer for their
mistakes which is unacceptableRegards,
*** ***

July 13, The Revdex.com or To Whom this may concern,
This letter is in regards to the *** *** complaint that the Revdex.com receivedI've attached copies of our technician's service reports from 5-28-along with a copy of a check we sent Certified to the
customer in the amount of $This is how much the customer had requested we refund them when they filed a complaint with *** ***We feel they are trying to scam the system by going to *** *** and now Revdex.com asking for different amounts of money.Also, I would like to note that the customer mentions she smelled a burning smellNot once did she mention this in her first review/complaint with *** *** nor did she mention it on the phone with usWe would like to request copies of the service tickets showing the repair made from the other HVAC contractor the customer hiredBecause of the claims they have made against our company we have found it necessary to contact our lawyersThis is what we will be providing as our comments for the case manager:
We did service this member on 5-28-The technician arrived at 7:45am and left at 8:45amThe customer (Mr.) was present with the Tech during the entire maintenanceWhile checking the refrigerant charge, the Tech did find the refrigerant charge to be lowHe indicated this to the customer (Mr.), and because the coupon included up to lbsof refrigerant, he added lbsof R-refrigerantThe Tech then appraised the customer (Mr.) of the need and cost for additional refrigerantThe customer (Mr.) would not approve for any additional refrigerant to be added to the systemThe Tech did reaffirm that the system would not work properly or cool for any length of time without more refrigerantThe Techs service ticket that is dated for 5-28-15, and is signed by the customer (Mr.), does assert thisUpon leaving the residence, the Tech did call the office and inform us that the customers (Mr.) system was not working properly, but that he had declined repairsMid day on 5-28-the customer (Mr.) placed a call to our officeThe Director of COTC Mechanical answered the phone and spoke with the customer (Mr.)The customer (Mr.) claimed that his air conditioner was not cooling, and wanted someone to return to his residence to take a look at itThe Director stated that we were not too surprised that his air conditioner was not working, as the technician did find the system to be low on refrigerant, and that the technician had stated the system was not going to cool properlyThe customer (Mr.) stated that he understood the system had not been working properly, but he insisted that although it had not been working properly, it had been doing something, and that now it was doing nothingWe agreed to send the Techback to the residence to take a lookThe Tech arrived back at the residence on 5-28-15, at 4:15pmThe Techfound that he had failed to re-secure a wire properly after checking a capacitor (checking a capacitor does require that you remove the wires to check)The Tech did inform the customer (Mr.) of his mistake and apologizedThis repair did return the system to it's minimal operating conditionThe Tech again stated that all was okay with the system, other than the low charge he had found earlier that morningWe received a call from the customer (Mrs.) on June 9thThe customer (Mrs.) stated that her air conditioning was not working and she requested that we return to her residence at no additional charge to fix itWe again indicated that we were unfortunately not surprised that the system was not workingAnd we explained to the customer (Mrs.) that if we perform an air conditioning tune up and recommend repairs, then those repairs must be made for us to consider it a warranty situation (also of note is the fact that: we warranty an air conditioner tune up for days if we perform the service, but don't find any repairs to be necessary)The customer (Mrs.) accused us of having no warranty, and we corrected herWe told her that if we found her system to be malfunctioning during the tune up, and that they had declined repairs, then there could be no warrantyAs there were no repairs made to a system that was failing before we ever arrived at their home (it is also of note that we've never serviced this member before or after the two services described above)We stated that we would be willing to return to the residence for a charge, and then provide pricing for repairsThe customer (Mrs.) would not approve for us to provide additional services if there would be a chargeWe do feel that the customers review is disingenuous, defamatory, and intentionally fraudulentIf we had not spoken to the customer in between the Techs services, then we might be left wondering what happenedBut the customer (Mr.) did tell us that he knew the system had not been working properly prior to our arrivalFor us, this removes all doubt as to what may have taken placeThe Tech did make a mistake during the first service by not properly re-securing the wireBut that was corrected, and there was nothing caused by this mistakeThe customers do acknowledge in their review that the system would turn on after Levi's second visitBut then they also stated that they felt like we had broken their air conditioning, and that they did not realize this for some time, as they alleged the weather got cool right after May 28thThis is not reasonably accurateNational weather data shows that for zip code *** (their address), May 29th was degrees, May 30th was degrees, May 31st was degrees, June 1st was degrees, etcAs stated before we provided the customer with a refund of $as they requested the first time so they cannot claim they've paid us for a serviceWe will not ever service this customer againIf you have any questions or concerns about our response, please feel free to contact Tiffany T*** on her cell at ###-###-####, or on the office line at ###-###-####.Thank you,
Tiffany TPresident

July 13, 2015The Revdex.com or To Whom this may concern,This letter is in regards to the *** *** complaint that the Revdex.com receivedI've attached copies of our technician's service reports from 5-28-along with a copy of a check we sent Certified to the customer in the amount of
$This is how much the customer had requested we refund them when they filed a complaint with *** ***We feel they are trying to scam the system by going to *** *** and now Revdex.com asking for different amounts of money.Also, I would like to note that the customer mentions she smelled a burning smellNot once did she mention this in her first review/complaint with *** *** nor did she mention it on the phone with usWe would like to request copies of the service tickets showing the repair made from the other HVAC contractor the customer hiredBecause of the claims they have made against our company we have found it necessary to contact our lawyers.This is what we will be providing as our comments for the case manager:We did service this member on 5-28-The technician arrived at 7:45am and left at 8:45amThe customer (Mr.) was present with the Tech during the entire maintenanceWhile checking the refrigerant charge, the Tech did find the refrigerant charge to be lowHe indicated this to the customer (Mr.), and because the coupon included up to lbsof refrigerant, he added lbsof R-refrigerantThe Tech then appraised the customer (Mr.) of the need and cost for additional refrigerantThe customer (Mr.) would not approve for any additional refrigerant to be added to the systemThe Tech did reaffirm that the system would not work properly or cool for any length of time without more refrigerantThe Techs service ticket that is dated for 5-28-15, and is signed by the customer (Mr.), does assert thisUpon leaving the residence, the Tech did call the office and inform us that the customers (Mr.) system was not working properly, but that he had declined repairs.Mid day on 5-28-the customer (Mr.) placed a call to our officeThe Director of COTC Mechanical answered the phone and spoke with the customer (Mr.)The customer (Mr.) claimed that his air conditioner was not cooling, and wanted someone to return to his residence to take a look at itThe Director stated that we were not too surprised that his air conditioner was not working, as the technician did find the system to be low on refrigerant, and that the technician had stated the system was not going to cool properlyThe customer (Mr.) stated that he understood the system had not been working properly, but he insisted that although it had not been working properly, it had been doing something, and that now it was doing nothingWe agreed to send the Techback to the residence to take a lookThe Tech arrived back at the residence on 5-28-15, at 4:15pmThe Techfound that he had failed to re-secure a wire properly after checking a capacitor (checking a capacitor does require that you remove the wires to check)The Tech did inform the customer (Mr.) of his mistake and apologizedThis repair did return the system to it's minimal operating conditionThe Tech again stated that all was okay with the system, other than the low charge he had found earlier that morning.We received a call from the customer (Mrs.) on June 9thThe customer (Mrs.) stated that her air conditioning was not working and she requested that we return to her residence at no additional charge to fix itWe again indicated that we were unfortunately not surprised that the system was not workingAnd we explained to the customer (Mrs.) that if we perform an air conditioning tune up and recommend repairs, then those repairs must be made for us to consider it a warranty situation (also of note is the fact that: we warranty an air conditioner tune up for days if we perform the service, but don't find any repairs to be necessary)The customer (Mrs.) accused us of having no warranty, and we corrected herWe told her that if we found her system to be malfunctioning during the tune up, and that they had declined repairs, then there could be no warrantyAs there were no repairs made to a system that was failing before we ever arrived at their home (it is also of note that we've never serviced this member before or after the two services described above)We stated that we would be willing to return to the residence for a charge, and then provide pricing for repairsThe customer (Mrs.) would not approve for us to provide additional services if there would be a charge.We do feel that the customers review is disingenuous, defamatory, and intentionally fraudulentIf we had not spoken to the customer in between the Techs services, then we might be left wondering what happenedBut the customer (Mr.) did tell us that he knew the system had not been working properly prior to our arrivalFor us, this removes all doubt as to what may have taken placeThe Tech did make a mistake during the first service by not properly re-securing the wireBut that was corrected, and there was nothing caused by this mistakeThe customers do acknowledge in their review that the system would turn on after Levi's second visitBut then they also stated that they felt like we had broken their air conditioning, and that they did not realize this for some time, as they alleged the weather got cool right after May 28thThis is not reasonably accurateNational weather data shows that for zip code *** (their address), May 29th was degrees, May 30th was degrees, May 31st was degrees, June 1st was degrees, etc.As stated before we provided the customer with a refund of $as they requested the first time so they cannot claim they've paid us for a serviceWe will not ever service this customer again.If you have any questions or concerns about our response, please feel free to contact Tiffany T*** on her cell at ###-###-####, or on the office line at ###-###-####.Thank you, Tiffany T.President

My outside compressor was not working and I required annual maintenance as well.
I called Creator's of Total Comfort at 3 pm on Friday April 1, 2016. Spoke to the owner and he got me onto the schedule asap with an estimated arrival of around 6-8 pm, which is unheard of on a Friday evening without getting charged a weekend fee. I also asked for my annual service to be done while they were here and it was not a problem, even late on a Friday night.
Dean one of the technicians called around 7 pm and said they're on their way. Dean and Zach both arrived about 20 minutes later. Both of these guys have been out to my home for service work before and you could not ask for 2 extremely knowledgeable, professional or nice guys. They immediately got to work in the dark and within 15 minutes found the problem. Dean came in, showed me the part, gave a very detailed explanation of why and how the part failed, etc. 30 minutes later my a/c was back up and running and they proceeded to do a very detailed and thorough annual service. I even had a computer issue while they were here and Dean was able to take the extra time and walk me through how to fix it. COTC does it all!!
FYI, I do have their 'Silver Annual Maintenance Plan' which gives you priority emergency service along with other perks. It's a very small price to pay, for what you get.. This service call and the maintenance was all included with the plan, so everything was covered for the repair and time while they were here. I would highly encourage anyone to at least look into one of these service contracts. The 2 annual maintenance visits alone, pays for the cost of the contract. But then you have the peace of mind and are in good hands with COTC.
This is the third or fourth time I've used Creator's of Total Comfort and I've been 150% happy with each visit. You DO NOT find companies like Creator's of Total Comfort often. Usually when I have any sort of house repair needed, I don't look forward to the service call, cost, etc. But now when it involves my HVAC or water heater, I actually look forward to COTC coming out. Because, I already know the service, honesty and professionalism I'm going to receive from COTC before they get here.
I can't emphasize enough how good this company is and HIGHLY recommend them for all of your HVAC or hot water heater needs or replacement,

[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:
The service provider has been
repeatedly untruthful about what conversations did happen, what services were
performed and the mistakes they made all along.
Agreed that in the initial review
with [redacted] regarding this issue, I had mentioned about refrigerant leak
as a possible cause but I am not an expert. The core of the complaint was
always that the system was not cooling. The service provider goes on to claim
that the system was not working prior to them performing the service which is totally
incorrect and made up. As mentioned in their service ticket, the technician
wanted to sell me additional refrigerant that I did not want to buy and we left
it at that. The fact that the service provider has been avoiding is that I already added
1lb to whatever the existing refrigerant was and that should not have reduced
the cooling from what it was before.
I had been in contact with [redacted] complaint resolution department, and all I had asked for is for the
service provider to fix the issue. As evident from attached communication, the
service provider did not make an attempt to contact me after the conversation
on June 9th. They continued to claim that they had recommended that
I add refrigerant and since I denied they are not liable for any other issues
that they caused. When I hired another reputed company to look at the issue,
they were able to tell me in 5 mins that it was not an issue with Refrigerant
but the wire on another capacitor on the outside unit was left loose that
eventually caused it to burn out. When I asked them about refrigerant, they
said the system could take more but I was in green area and did not need more. Again
as evident from the ticket, additional refrigerant was not added and the system
is functioning fine. The service provider’s claim of not being liable for blowing
up the capacitor because I denied the purchase of refrigerant is totally
outrageous. As a part of service, the technician did take out the capacitor and
was supposed to secure the wires and put it back which he obviously failed to. The service provider already agrees that
the technician had been careless and left the wires loose on inner unit and had to come back and
fix it same day. I was immediately able to realize this because the unit would
not start. Unfortunately for this problem to surface and for me to realize it
took me few days, but I did report it as soon as I realized it.
All in all, the service provider
introduced the problem while performing the service and I had given them fair
chance to fix the issue both by calling them directly and through [redacted]
complain resolution before I went ahead and hired another company to diagnose
and fix the problem. They are simply trying to blame the customer for their
mistakes which is unacceptable.Regards,
[redacted]