Home Comfort USA

We adjusted the screen and are now awaiting final inspection on June 6th We have been in contact with the customer on the date of final inspection Thank you

Revdex.com: I have reviewed the response 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] Technician did not verbalize his "concern" about the safety of running the furnaceHe proceeded to dismantle the furnaceResearch from ASHI Standards of Practice states ; "every inspection should follow the use of a COmonitor and/or digital readout monitorOther accepted methods include visual inspection to see if the welds are compromised, or if rust is visible, use of a camera to inspect the interior of the heat exchanger, use of dye or if the heat exchanger is removed from the furnace a water test can be doneRejecting a heat exchanger which is safe, and which meets or exceeds industry manufacturing standards is also an error"No written proposal and/or estimate was given by Home ComfortA copy of a proposal by a different HVAC contractor states a [redacted] seer system with with MERV filtration and appropriate permits would cost $9,after mail in rebate .A [redacted] seer update system with MERV Filtration High Flow Registers and other equipment would cost $11,That is considerably less than the $14, and $18,price VERBALIZED by Home ComfortRecap: [redacted] seer $9, vs $14,000; $4,cost difference, [redacted] seer $11,vs $18,000.00, cost difference $6,The only options shown to me by Home Comfort were the only two that qualified for Gas and Electric company rebate at that timeI was not leaning toward any of the high or low optionsThe technician did NOT return to reassemble the unit and make certain it was still working There are several witnesses and time dated photos to attest to the factThe statement that "Ms [redacted] was free to either keep the old furnace running with the safety risk,buy from Home Comfort or buy from someone else" is false.Home Comfort left the furnace in disrepair to put pressure on me to replace the furnace ASAP

We are working on an apology letter to the client and inspector should be signing off on permit on 5-16-per our productions department we definitely value our clients and want to make this client happy

We contacted [redacted] and had them refund the $1,back to the customer's account on 1/27/ We are sorry for the confusion

I have reached out to the client and we have scheduled a return date of August 10th The appropriate people have been coached and disciplined for the delay in servicing the clients home

We apologize for any inconvenience to Mr*** We have placed Mr [redacted] on the "do not call" list and he will not be receiving any calls from us in the future Thank you.Home Comfort USA

We have removed Mr***'s record from our entire database so he will not be receiving calls from us in the future If there are other phone numbers he feels may be on our list that belong to him, we would be glad to remove any numbers Just let us know these numbers and we will do that right away

Revdex.com: I have reviewed the response 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 Again, Adding one or all my phone numbers to home comfort do not call list is NOT the solutionHome comfort must use the national do not call list from the ftcAm I required to request the thousand of telemarketers to add my phones numbers to their do not call list?I don't understand why this company feels they are above the lawI will only accept home comfort offer when they agree to include the national do not call list from the ftcMany comapnies who have ignored this federal law have been fined and/or been shutdown by the ftc for doing the same Regards, [redacted] ***

DearMs [redacted] We apologize that we left such a negative impression with you I left you a voicemail today and would love to talk further with you about this so as to clarify Our technician, ***, visited your home and upon inspection of your unit felt concerned about what he saw There is often wear and tear on older units and we will err on the side of caution if it looks concerning When the gas company comes out they may note that there is no carbon monoxide leak but they do not look in the unit to identify impingement or compromise to the heat exchanger It would be similar to wear and tear on an older tire with a lot of miles on it You can keep driving on it but that doesn't mean it isn't vulnerable and possibly dangerous So, we wanted to be safe and also offer you options for replacing the unit Please be assured that we are not scammers as is evident from our ratings with the Revdex.com and the various review sites such as YELP, Yahoo, Angie's List, and Google If you would like, our owner [redacted] would be glad to come and meet you and explain why we made this recommendation He is a third generation heating and air conditioning contractor Again, our reputation is important to us and we want to make sure that if there is anything else we can do to ease your mind about our recommendations, we will do it We are a Costco contractor We operate out of the Norwalk and Commerce Costco's and are registered with Costco My number is ###-###-####.Thank you and sorry for your experience[redacted] Chief Operating Officer

Revdex.com: I have reviewed the response 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.The issue has not been resolved yetIt will be resolved after the air conditioning unit has been adequately fixedOnce Home Comfort USA shows up on Wednesday and fixes the problem, then I will resolve this complaint Regards, [redacted] ***

Client is now happy took care of all issues and gave client correct phone number to call in

Revdex.com: I have reviewed the response 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] s Multiple inaccurate statements in companies message responseTechnician was here October 31, 2014, Have copy of Home Comfort USA InvoiceField Supervisor I believe "***" he did not have a business card *** was here following day November 01, As stated viewed dismantled Furnace [redacted] stated it was impractical to replace the heat exchanger as suggested by the technician the previous day [redacted] proceeded to give estimate(s) for replacement as stated in my first letter to the Revdex.comDo not recall multiple phone calls from Home Comfort during the month of NovemberJanuary 27, I received written notice that my complaint was received by the California State Contractors Board It is impossible to understand how Home Comfort can claim they knew nothing about the issue after receiving notice from me immediately after the furnace was dismantled and the California State Contractor's License Board There is a marked difference in the reasons and times stated for phone calls made by Home ComfortTuesday February 02, " [redacted] called from Home Comfort offered to refund the fee paid for the tune upI declined [redacted] told me a supervisor would visit my home to assess the complaint She first suggested Feb 13, I declinedI agreed for a visit from the supervisor for Friday Feb 06, 2015, to access the complaintWednesday February 04, received a reminder call from Home Comfort re visit scheduled for Friday February Thursday February 5, received another reminder call from " [redacted] "Time window between and PMFriday February 06, "***" arrived (without a Business card) @ $4" [redacted] asked why he was here I explained it was because I made a complaint to the Contractors State License Board and Home Comfort sent him to access the issue [redacted] looked in the cabinet where the new furnace was installed and took several photos [redacted] asked me again shy he was hereI showed him two photos from the group of photos mailed to you [redacted] stated taking the furnace completely apart is common and the furnace would have been put back together IF they determined that the heat exchanger was not damaged [redacted] stated that is how they do their tune-up [redacted] also stated that furnaces that are 5-years old should be replaced [redacted] made a derogatory remark about the brand of furnace installedAs [redacted] was leaving he complained about the 1/hour drive from his office and the return trip

Revdex.com: 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.American Comfort have responded professionallythey have promised to fixed the problem in a timely matter as I said up till now they were very professional Regards, [redacted]

Hi [redacted] , Please find attached the Home Improvement Contract for Mr [redacted] Our sales team does make sure to recommend needed duct work/air distribution at time of installing new equipment In this case, the customer did decline having any duct work done at time of install On the contract about half way down the page, there is a place that [redacted] initialed ‘H.C.” in a box stating “By initialing customer understands the importance of the air distribution system and chooses to replace at a later time.” Some customers want to wait on any further expenses to see if the system works fine without new ducting/air distribution, although that is not ideal This is what occurred in this instance as noted here We would be glad to put in the needed air distribution/duct work for Mr [redacted] at the price quoted The $price quoted is a substantial discount from what we would charge customers not having installed with us That price would normally be $Thank you [redacted] ***VP of Administration & HRHome Comfort USA – Heating & Air ConditioningELa Palma AveSteF Anaheim, CA office • cellwww.homecomfortusa.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] 6, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below My apologies for the delay in responding to your emailOur computer was broken and just been back up and running this eveningThe above issue has not been resolved.We are in possession of the business’ response to our complaintIt is woefully inadequate and unacceptableIt is our position that our problems with our air-conditioning system began when Home Comfort USA serviced the unitUp until that time we had the system serviced twice a year by the same company for yearsEach time it was reported there no problems; Freon levels were always topped off and all working parts were ok.As stated, we had our regular company, AC Heating & Air trouble shoot the unit, and they found all the screws were off and noticed oil and dents on itUpon closer inspection, they found the evap coil appeared to be punctured by somethingI do agree with the inspection findings, which the puncture in the evap coil looked very suspicious it was intentionally pokedBasically, we were left with a $3,billWe had our regular company do the repairs right of way due to my husband's heart condition.Thank you for your time, [redacted] [redacted] Regards, [redacted]

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. For your reference, details of the offer I reviewed appear below
The proposal only takes care of things, the permits and the *** cardThey have contacted me directly to begin the process for the permits, which would be okay as resolution, and let me know that they contacted *** about the cash card, which would be resolved when I actually get the cardHowever, the $2,OEM rebate (supposedly from ***), is something that still needs to be worked onIt is not acceptable to simply dismiss this part by saying it was already included in the price, because I was not told this before signing and was told I would get it after registering my purchase with *** on their websiteI have attached an image with the sign they were using to advertise this
Regards,
*** ***

We understand our customer's position and again apologize that they are having to experience this unfortunate situation. Our position is that our technician, upon his arrival, heard a "rushing" sound coming from the unit before he opened it up and did inform the customer. The leak in the coil was found once the unit was opened and this was reported on the customer's service invoice. The customer reported to us that the price for replacing the coil was approximately $1,(the coil only, the site of the leak, not the price of replacing the whole system). We feel badly about the situation and would like to pay 50% of the cost of the coil replacement. This is a reiteration of our previous response. Our offer is $950.00. Thank you for your consideration.'"

The technician was at customer's home on 11/1/14. Per our notes in the system, the Field Supervisor came to the customer's home the same day to inspect the unit. He agreed with the technician that there was a safety issue with the unit. He did perform thorough visual inspection as a certified expert who has been in the field for 30+ years and recommended replacement due to what he considered safety issues. He did not state that there was an obvious problem with the heat exchanger or that COwas leaking but recommended replacement. We did not hear back from the customer after 11/1/so we called her on 11/8/and left her a message to see what she wanted to do about the replacement. We called back again on 11/12/and left another message but didn't hear back. So, during this time we had no indication that there was any problem. On 12/11/(weeks later) we finally were able to contact the customer and she told us she didn't want to move forward with the replacement. It was on 2/4/(another weeks later) that the customer called us and claimed "we demolished her furnace and cut the wires on it" and that she had it replaced by another company. Our dilemma was that we knew nothing about any alleged problems until after the unit was replaced by another contractor. If we would have gotten a call from the customer alleging we did something wrong we would have immediately sent out a manager to review her concerns. Our work is fully warrantied. So, again, if there was a problem we caused and the unit was not working we would have been out there same day to make it right.. We are very sorry the customer is not happy with us but we are not sure what we could do at this point. We would like to refund the $plus an extra $for the inconvenience

Revdex.com: The business has reached out to me in reference to complaint ID *** and we have come to an agreement to be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards,
*** ***

we are going to authorize a check for $to the client, although this was not listed on the contract we in the end want our client to be happy