Home Comfort USA

This service visit occurred about one year ago. The supervisor that visited Ms***'s home does still work for us so he was able to review the file and offer details. This customer's furnace was old and after inspection, the technician had concerns about the safety of running
it. This is a judgment call by the trained and certified technician and purely precautionary as safety is our number one concern with older furnaces. We follow standard procedure in this case and disassemble the furnace so that a Field Supervisor can come out and take a more in depth look. In this case, the supervisor gave Ms***'s four different options for replacement. The option Ms***s was leaning towards was for our Platinum level furnace, which is why the price was significantly higher than other quotes she received from other contractors. There were also quotes from us for Bronze, Silver, and Gold level furnaces which have different speed and capacity levels. Once the supervisor was finished inspecting and quoting for replacement options, the original technician did return to reassemble the unit and make certain it was still working. Ms***s was then free to either keep the old furnace running with the safety risk, buy from us, or buy from someone else. We did not say there was a carbon monoxide leak but just that there was a high risk of such because of age and the condition of the furnace. We do this same safety inspection for thousands of customers every year. There is no obligation to purchase from us, but as licensed and bonded contractors we are obligated to do our due diligence if we feel our customer is in potential danger

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
Removing only one of four phone lines from this company's do not call list won't fix the problem. Since I have never done any prior business with this company, including me in their telemarketing campaign is not only annoying but against federal law as I have registred all my phone lines on the national do not call list.There are many complaints posted over the Internet against this company for their illegal telemarketingWhen speaking to this companies representative named ***, *** defends these calls with statemants.
*** ***

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.Hi, I'm glad that Home Comfort USA is working on a letter of apology, I totally deserve it. I was contacted by *** and he stated that he would send over someone to my house to view my attic for installing (install of AC cover) purposes and the man did come over to my house. The man simply wanted to make sure he had an idea of where the install would take place. He was in my house for about minutes and he left. *** also mentioned that he would mail me a $gift card as a way to show that he appreciates my business. However, it's been weeks and I have not received the gift card. I mentioned to *** that we were fast approaching the month of June and that the permits would expire soon. I told *** that I would not be held responsible for expiring permits, since Home Comfort USA is the one detaining the job from being finished. *** agreed that I would not have to pay for the expiring permits or anything that would impede the completion of the job.*** called me a few days ago to inform me that they were still working on the approval from the City of Anaheim for the plans of the AC cover on my AC Unit. Apparently, the City was waiting for a wet signature. I mentioned to *** that I hadn't received the gift card that *** said he would mail to me. *** said she would let *** know.As of today, I still do not have an AC unit cover, letter of apology, and the $gift card.I hope this all gets resolved soon.
Regards,
*** ***

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.
As stated by the company, we are awaiting inspection.  Therefore, the job has still not been completed at this time.
Regards,
[redacted]

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 furnace. He proceeded to dismantle the furnace. Research from ASHI Standards of Practice states ; "every inspection should follow the use of a CO2 monitor and/or digital readout monitor. Other 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 done. Rejecting 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 Comfort. A copy of a proposal by a different HVAC contractor states a [redacted] 16 seer system with with MERV filtration and appropriate permits would cost $9,192.00 after mail in rebate . .A [redacted]  21 seer update system with MERV Filtration High Flow Registers and other equipment would cost $11,812.00. That is considerably less than the $14,000.00  and $18,000.000 price VERBALIZED by Home Comfort. Recap: [redacted] 16 seer $9,192.  vs $14,000;  $4,808 cost difference, [redacted] 21 seer $11,812.00 vs $18,000.00, cost difference $6,188. The only options shown to me by Home Comfort were the only two that qualified for Gas and Electric company rebate at that time. I was not leaning toward any of the high or low options. The 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 fact. The 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 have removed Mr. [redacted]'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.

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.

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.

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 yet. It will be resolved after the air conditioning unit has been adequately fixed. Once Home Comfort USA shows up on Wednesday and fixes the problem, then I will resolve this complaint.
Regards,
[redacted]

We apologize for any inconvenience to Mr. [redacted].  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 are sorry that the refund check never made it to Mr. [redacted]'s home.  For some reason the refund request did not make it to accounting.  Our oversight.  We cut a refund check today and put in the mail.  Mr. [redacted] should expect the check for $662.00 within a few days.

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 solution. Home comfort must use the national do not call list from the ftc. Am 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 law. I will only accept home comfort offer when they agree to include the  national do not call list from the ftc. Many comapnies who have ignored this federal law have been fined and/or been shutdown by the ftc for doing the same.
Regards,
[redacted]

We contacted [redacted] and had them refund the $1,000 back to the customer's account on 1/27/17.  We are sorry for the confusion.

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 job hasn't been completed and Home Comfort USA has stated that they are waiting for plan approvals from the City.  However, I did receive my letter of apology and the gift card that was owed.  Yet , that is not part of the business contract and the job has not been completed. Furthermore, if the permits expire, I will not be held responsible for reopening them or any mistakes found by the City of Anaheim Inspector.   
Regards,
[redacted]

Dear. Ms. [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, [redacted], 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

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 $1000 price quoted is a substantial discount from what we would charge customers not having installed with us.  That price would normally be $3995. Thank you.   [redacted]VP of Administration & HRHome Comfort USA – Heating & Air Conditioning3162 E. La Palma Ave. Ste. F Anaheim, CA 92806714.632.8783 office • 714.904 0338 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 email. Our computer was broken and just been back up and running this evening. The above issue has not been resolved.We are in possession of the business’ response to our complaint. It is woefully inadequate and unacceptable. It is our position that our problems with our air-conditioning system began when Home Comfort USA serviced the unit. Up until that time we had the system serviced twice a year by the same company for years. Each 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 it. Upon closer inspection, they found the evap coil appeared to be punctured by something. I do agree with the inspection findings, which the puncture in the evap coil looked very suspicious it was intentionally poked. Basically, we were left with a $3,500.00 bill. We 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 [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.
Regards,
[redacted]

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.
Regards,
[redacted]

The AC cover is the fence around the unit we are still waiting on the CITY approval.  Her apology letter was mailed out on Monday  we hand delivered the gift card today