Indoor Comfort Team

Nothing but great things to say about these guys.

A repair guy came out and tinkered around for a few minutes and it was fixed. It wasn't a serious problem and they didn't gouge me on the bill. Thanks for your honesty guys!

Adam fixed the central air quickly and efficiently. I am definitely going to use "Indoor Comfort Team" for any future work.

I will definitely use them in the future and would also recommend them

Great work, I will work with them again!

Ron from Indoor Comfort Team came to service the heating system today. He was courteous, professional, knowledgeable and informative. Ron was very conscious of keeping his shoes covered and clean while walking throughout the house

Awesome! Our thermostat abruptly quit. Jason came out diagnosed the problem lickety-split but also found some dangerous issues inside our furnace. No wanting any explosive surprises I asked him to please-please repair/replace any sketchy pieces/parts in addition to replacing our thermostat. He found five leaks in addition to improperly installed flex-line & some corner-cutting by previous less-awesome furnace technicians. Thank you, Jason & Indoor Comfort Team.

They were very helpful and the service was remarkable. Highly recommended

Complaint: [redacted]
I am rejecting this response because:Indoor Comfort Team are habitual [redacted]!!!!!!!!!!!!!!!!My original complaint explains their non-existing Customer Service. Any [redacted] knows when you have a DUPLEX property there are TWO ADDRESSES.It is very important "after the fact" to have the CORRECT address of where the equipment was installed. Indoor Comfort Team just doesn't get it!!!!!!!!!!When you tell me that it is "my fault" the wrong address is on ALL paperwork is INSANE. I met with salesman 2 times "face to face" & 2 times by phone.Indoor Comfort Team has the HABIT of having Customers sign BLANK COPIES of work completed. I have copies of them.I have had another QUALIFIED Trane Dealer to repair defects UNDER WARRANTY.
Sincerely,
[redacted]

Great job. Our house has a boiler from the 40's that was on it's last legs. Called Indoor Comfort Team, Eric came over the next day to check it out, quoted a reasonable price and was installed in less than half a day. Eric also said it comes with a one year warranty so to call him with any concerns

My husband and I were absolutely amazed. These guys were so professional and on time that I couldn't believe it. They were so friendly throughout the whole process of picking the right furnace for our home, to scheduling installation, to the installation itself, and the clean up at the end was extraordinary. This is definitely the company we would recommend to all our friends and family, and we will be using them in the future for all our heating and cooling needs.

Initial Business Response /* (1000, 8, 2015/02/19) */
Date: February 13, 2015
CASE# XXXXXXX
We, at Indoor Comfort Team, want to start with clarifying our 100% customer satisfaction policy. This is a guarantee that offers 100% money back if we, as service provider, by error...

would make mistake in any of our services or billing. We are people serving people, so yes we can make unintentional mistakes. If we are aware of a mistake made by any of our representatives, we take full responsibility and reimburse, plus accommodate, our customers for the inconvenience if we are to be found at fault.
Lets review customer's statements:
1) Customer stated: Indoor Comfort Team installed our unit wrong.
Indoor Comfort Team does not have any record of selling or installing any equipment to Mr. [redacted]. This customer did not purchase any equipment from Indoor Comfort Team, nor has he hired our company for installation work.
This statement is incorrect.
2) Customer stated: They would not fix their mistake... which they admitted to.
This statement is somewhat confusing to us. We are people and we can make mistakes. We are not aware we have made any mistakes at this customer's home or with equipment in their home; therefore, we would like the customer to elaborate in detail, and show proof and evidence as to what mistake he is referring to. We are a very ethical and professional organization and we treat our customers with respect, so if we have made any mistakes, we will honor 100% of our customer's satisfaction policy.
Regarding this statement, we would like clarification and proof from the customer.
Furthermore, this customer has made some incorrect allegations against our company.
1) We installed HVAC equipment for the previous owner, but not right before this customer moved in; it was approximately 3 1/2 years before this customer bought the home that the very first equipment problem was reported to us. To refresh, this customer did not have any warranty from our company. Our company was hired by him in June 2012 and the problem was 100% repaired, under all valid manufacturer's warranty terms and conditions, within 24 hours of him reporting the issue to us. This problem was totally, completely, 100% equipment parts failure, caused at the manufacturer's factory/assembly line. In simple words - equipment failure.
2) The second equipment failure was reported some 1 1/2 years later, at the end of December 2013. (So it was not "the next winter" as the customer stated.) At this time, we found the furnace to have a faulty circuit board, commonly referred to as a control board (similar to a motherboard in common computer). We replaced this part 100% under all valid available manufacturers' warranties at the time of this service call. This was the first report of a problem with the furnace, 55 months after installation. Therefore, it is incorrect when the customer stated that the furnace failed within first 18 months of operation.
3) It is correct that this appliance 'gas furnace' has had multiple circuits boards replaced due to an unknown reason. Being a very undetectable cause, it took us (4) four in-home visits/diagnostics attempts to confirm source of moisture that was leaking on electronic board and shorting circuits, which in turn caused the boards to malfunction.
4) The customer stated that numerous other parts were replaced; however, this statement is also incorrect. Our records show this furnace had only, and a total of, three parts replaced:
a. circuit board
b. hot surface igniter
c. inducer fan assembly housing/motor - We suspect this part was intermittently leaking moisture which was dripping onto the circuit board, as well as the igniter, causing them to fail.
5) The customer stated he felt this was our issue and that he, as owner of the furnace, should not be paying for the repair labor that was not covered under manufacturer's warranty.
All work performed has been authorized upfront by the property owner(s), him, or his wife and diagnosed as quickly as possible. Being an intermittent leak that possibly caused all these troubles and both parts to fail, this issue was not easily detectable or noticeable. (Actually, this is a very uncommon problem.) We are very sorry for any inconvenience the homeowner inherited with the purchase of their new house. We can understand the frustration and pain of responsibility required to maintain a new home and pay for unexpected repairs and maintenance. However, we don't understand why the homeowner is looking to blame a repair contractor who was hired to help them reestablish heat in their home, every time they had problem. This homeowner doesn't have any valid warranties or service agreements with Indoor Comfort Team, as far as us being liable to perform FREE services to this home owner.
Furthermore, we have made few courtesy adjustments, beyond our liability "this equipment comes with manufacturer's parts only warranty". This means that owner of the equipment can receive parts needed to repair the equipment free from manufacturer. This also means that the owner of the appliance is 100% responsible for labor, or other charges, to their repair contractor who is responding to their needs, diagnosing, ordering, repairing, handling and processing all warranty claims on faulty parts with manufacturer, and being available when they need in-home service. We felt bad that he was going through multiple repairs on the same appliance and we accommodated as much as we could, providing some free labor, a quick response and friendly service every time we were called for help. We just could not pay out of our pocket to maintain their property. We are still a business and have bills and employees to pay.
We feel that this customer submitted an invalid complaint against our company. Even before he submitted the complaint, we attempted to talk with him multiple times. Our primary goal is communication: we wanted to listen and understand him and his situation, as well as to explain that we, as a business, cannot provide services for free. Unfortunately, it appears that he is looking for freebie, we are very sorry that he feels like that. We are still very open to further communication with this customer, and review of each and every concern he has. We will be more than happy to check all charges to ensure no billing errors have occurred. If there are any unethical charges, or billing errors, we will honor our customer satisfaction guarantee of a 100% refund.
We have all records available: recorded phone messages, all service invoices, manufacturer's warranty claims, proof of valid warranty, proof of everything that we stated, text messages between the customer and ourselves. To prove every single statement Indoor Comfort Team made in this response.
This is invalid complaint against our company.
[redacted]
President/General Manager
Indoor Comfort Team, LLC
[redacted]
St. Louis, MO XXXXX
(XXX) XXX-XXXX
[redacted]@yahoo.com