Custom Comfort, Inc.

Revdex.com:
This letter is to inform you that Custom Comfort, Inchas carried out to my satisfaction the resolution it proposed for my complaint, filed on
8/31/and assigned ID ***
*** ** *** *** Sent: Monday, September 26, 5:PM *** *** *** Subject: Complaint # *** It appears I responded too soon in rejecting my complaint resolutionI received the check today. If you will unblock my response page I will accept the resolution to my complaint Thank you, *** ** *** # ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
After months of back and forth tug game, and after full pressure from ***, business agreed to meet some of the initial expectations and changed the thermostatsThe warranty was also corrected as agreed however it does NOT get into effect until Mid March for some reason!!!so, I’m stuck with the business for repairs until thenMy heater and thermostat for the downstairs unit started acting up last week, I called the business and was told that I can’t get service until the owner Richard approves it!!! I waited for hours for the approval but had to call back as the house got ice cold and I have kids and an elderly parent! Nicole told me that the owner will not be back today!!! I asked again why does he need to approve it? Does every service call needs to be approved by him before even getting scheduled?! No answer was given by Nicole! This was 5days agono call back was made!The person responding to this complaint is fully aware of my call last week and knows the full storyTrying to deny it is only a proof of the very bad experience I’ve been having with this business!!!I am sick and tiered of this back and forth responsesIf the business really wanted to show good intentions to customers it wouldn’t have lasted this long!!this IS the worst purchase I’ve ever made in my whole life!!!
Regards,

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have received the refund that I was expectingThis matter has been resolved to my satisfactionThis issue can be closed. *** ***

Good Afternoon,We did receive the letter and have been in contact with the manufacturer to find out why they told us the *** was not covered under warranty. It took a few weeks for this request to get processed due to extraordinary amount of service with this being the busy season. I
finally got an authorization from the factory allowing the claim to be approvedA check for $will be mailed to the customer today, Aug19, 2016. We apologize for the inconvenience and hope we can be of service to you in the future.Custom Comfort

Nothing other than a tune up was purchased from Custom ComfortWe have a 100% satisfaction guarantee and since Mr*** is not satisfied, we will return his $for the services we performedHis system was working and charged correctly when our technicians left the property. We are not responsible work performed by other people

We are sorry you were unhappy with our service.  A check for $89 will be issued and mailed out today. Tell us why here...

** Please see attached. **

This is completely false. Three people from Custom Comfort and one person from [redacted] returned to Mr. [redacted]'s home on Jan. 25 and changed out his t-stats to a more expensive, higher tech versions at no additional cost and provided him with his extended warranty documentation.  Mr. [redacted] agreed in writing that no other work is needed beyond these items. Mr. [redacted]'s Complete Care warranty from [redacted] will be handling any future issues should they arise. I will be happy to provide any documentation you need as proof.

Sent: Wednesday, November 29, 2017 11:19 AM Subject: complaint #[redacted] Dear Revdex.com, Below is my response in RED to the complaint by Mr. [redacted]. I requested a quote from [redacted] on two new AC systems. [redacted] sent a sales agent named Aaron from Custom Comfort Air (CCA). After stating my requirements for...

the new system to Aaron, Aaron gave me two options from [redacted] brand to choose from: The Elite systems (cost $16,789) and the Merit system (cost $14,700). I asked Aaron for the real differences between the two choices other than the name, he clearly stated that the only difference lies in the outside units as they look different and the elite grade has a quitter condenser (71 dBs). I double-checked if that was the only difference, he confirmed. He was give 3 systems to choose from.  A good, better, best set of options. Accordingly, I chose the Merit systems to be installed in the next 4 days. The customer said he needed time to research the 3 options and get other bids then he would let us know what he decided. He called us on Oct. 30 and said he wanted to go with the least expensive option and needed it done asap because one of his systems was not working and it was getting warm outside.  Aaron came back two days before the installation day and asked me to sign the papers which included the Investment Agreement form and a paper requesting me to waive my right for the law requirement of giving the consumer 3 days cancelation window. The initial call was on Oct. 26 as noted on the proposals and the [redacted] initial call out form.  The request for install was made on Oct. 30 for Nov. 1, our first available date at the time he called. The customer was made aware that he could either wait until the 3 day right to cancel expired in his house that was not cooling or he could proceed with the install asap by waiving the 3 day right to cancel and have the systems put in quickly. He stated that it’s a must since it gives me the right to cancel the installation of an uninstall-able system which means I would walk away with a free system for free. Of course, this can’t be any decent man’s intention, so I signed without questions. Only to find out later down the line is that I signed away ALL of my rights for any mishandling or mistreatment by CCA. The only right he waived was he could not cancel paying for the install once it had been installed. That’s all. At the day of the installation, I was chocked to see the technical installing a low-grade thermostat panel which wasn’t my expectation as I clearly requested and made sure the systems comes with 3 criteria points (highly advanced iPad looking screens with Wi-Fi, fresh air control, and humidity control). When Asking Aaron about it he stated that the ones I wanted only come with the elite grade systems! I swallowed the bullet and figured I could live with it but only to find out later that day the new thermostats do not support humidity control nor does it control fresh air!After two weeks of back and forth discussions and complaints, CCA’s manager named Richard offered to upgrade thermostats to slightly higher ones which offer humidity control but still keep them in the basic looking level of sophistication. I again swallowed the bullet and agreed. In an effort to satisfy the customer, we offered to upgrade his thermostats to nicer ones than what he paid for at no additional cost to him.  The paperwork clearly stated WiFi Honeywell Thermostats, that’s what he got, that’s what he signed off on after they were installed.  On Nov. 1, 2017, his signature is on the page that clearly states, “I hereby certify that my order has been completed to my satisfaction.”  Situations like this are the reasons we have customers sign many documents, all of which are attached here. In order to make the change, [redacted] then requested me to sign a supplement warranty paper stating that the new thermostats would not be covered under the same warranty for the systems. That discussion led me to surprisingly find out that there has been a mishandling (to say the least) to the Investment Agreement form where the warranty I purchased with the system isn’t represented on the carbon copy form submitted to [redacted] by CCA. So instead of receiving 10 years parts and labor warranty, I received the default 10 year parts and 2 years. When I expressed my astonishment to this fact, I was told the carbon copy fields for warranty were left blank which means the default warranty (stated no where) applies. I showed [redacted] the front copy of the form that was given to me by Aaron with the warranty clearly stated in written numbers as 10 years for both parts and labor, [redacted] said they can only grant what’s written in the carbon copies they received! I received no answer when questioning why would the warranty fields be blank when I paid extra for it. The white top copy of the 3 part carbon proposal left with the customer was altered after the proposal was signed by both parties. The original proposal did not include an extended labor warranty.  In another attempt to satisfy the customer we offered to purchase the extended warranty at no charge to the customer IF this would make him happy and he would have to sign off on a form [redacted] sent him.   I then decided to involve [redacted] as the manufacturer for the systems into the discussion, only to find out that the ACs did not get registered in their systems which makes them unqualified for the 10 year parts warranty rather the 5 year default one.!!! The registration process was one which CCA completes on my behalf and all other customers as part of their “Complete Comfort Program”! When digging deeper into it, I found out the reason for not registering is they did not install completely [redacted] brand name products, rather the outdoors units are [redacted], but one of the indoor units in the attic is made by ADP which completely falsifies the agreement I signed up to and initially procured when going to [redacted] for their supported products! After we explained to the customer how all the system parts and labor warranties have to be registered according to the manufacturer, he contacted [redacted] and they explained the same thing to him.  They said, “The ADP coil is considered an OEM part covered by the [redacted] parts warranty although it is not marked as [redacted] on the coil - it is commonly used in [redacted] installations. We are happy to have someone from [redacted] reach out to you to clarify this further if you would like.” The bottom line is we have gone above and beyond to try to accommodate this customer.  He financed his system though one of our vendors, Service Finance, and they called saying he is trying to cancel his contract with them.  He has stated on more than 2 occasions that he wants us to give him back his old working system but yet he stated that his reason for needing emergency replacement was “A/C out”.  See his attached signature.  He signed a contract saying his order can not be returned or refunded on Oct. 30, 2017 and after the job was complete he signed a contract stating the job was complete and to his satisfaction.  These are some not all of the bad experiences I received from CCA and [redacted] causing me to loose all confidence and interest in the whole new system and any service (installation and future) from Custom Comfort Air and the backing up by [redacted] as it was my first point of contact to replace my ACs. My advice is: Buyer be WARE!!! Complaint Background: Product/Service: AC installs Purchase Date: 10/30/2017 Problem Occurred: 11/1/2017 Model: Account Number: Order Number: Talked to Company: 11/2/2017 Name of Salesperson: Aaron   Purchase Price: $14700.00 Disputed Amount: $14700.00  Desired Settlement:                         After all of the agony and hardship received from this business, I lost all confidence in their product and services. I was welling to settle if all the issues corrected and meet what I had paid for, but the continuous mistreatment forces me to ask for a full refund and replacement of the installed systems. We installed exactly what the customer requested, he signed off that he was satisfied, he complained he wanted more, we gave him more as a courtesy. Nothing else will be given away for free. If you are viewing this complaint online, attachments are highlighted in blue and located at the bottom of the page. Attachments for mailed complaints are enclosed.