Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  **** ********
  
   
  

  

  Business Response

  Date: 06/03/2025

  We have spoke with **** and have agreed to refund $577.71 to make his total charge $500.  In return, he has agreed to remove his 1 star reviews and resolve the BBB complaint positively.

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 2024 ************ scheduled appointment missed December 2024 maintenance inspection for recently installed HVAC unit. Tech late unit OK January 2025 emergency call HVAC unit is spewing carbon monoxide into house alarms blaring. Unit installed improperly. Sorry don't know how the inspection missed it.April 2025 ************ scheduled. Appointment cancelled by Collins due to emergency.$40K spent with company in last three ************* consistently schedules appointments with 4 hour windows and has in our instance missed 6 different appointments. Have spoken to management regarding this they assured me it would be addressed. Nothing has changed.

  

  Business Response

  Date: 04/18/2025

  Our senior VP has reached out to discuss the customer concerns. Maintenace was performed on April 12 one of the units and tech has identified they are functioning properly. Customer has said there is nothing more we can do to make it better for him.

  Collins Comfort Masters Management

   

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a leak in our tankless hot water system. Repairman came and had to replace (he said two gaskets which were corroted due to water softner not working correctly. Date 2-16-25. He was here about one hour maybe a little over. Job was done in a satisfactory manner, service technician was very good, and we live in ***********, while company is in ******I have no problem with some travel time and repair, however bill was or $1,189.72, which is quite high and this is our complaint. No break down of parts, travel time or nothing. Only states repair leak 2.00, and repair fitting to the flow meter 1.00. He was not here 3 hours for sure. This price was to hgh for time here. Many thanis

  

  Business Response

  Date: 02/21/2025

  Our manager ****** has reached out twice,yesterday and today.  He goes straight to voicemail each time. 
  
  We have reviewed the call with ***** the tech that was on the job and the service titan timeline yesterday.  We followed procedures and gave the estimates and had the authorization signed prior to beginning work.  We had to take apart a tankless water heater that had failed and rebuild the internal plumbing that had blown out.  We replaced the internal connections on both sides of the meter assembly which account for the two $351.36 charges, then repaired a failure on the inlet brass to copper connection for the $487 charge.   After the work was done the customer paid and signed the completion. 
  We have attempted to call the customer back multiple times.  

  Collins Comfort Masters Management

• Initial Complaint

  Date:12/26/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid $7000.00 for a ECOWATER water softener, than upon the second service the technician used high pressure sales techniques to try to sell us another $5000.00.****** has a NO RETURN NO REFUND on these units.

  

  Business Response

  Date: 12/30/2024

  Tell us why here...Good afternoon,
  
                 We were contracted to install a Water Refiner to the customers residence at ***************************************************************. This was sold and completed in October 2021. The price was ******* for the Refiner and included a custom install at the residence because the home was not plumbed for water treatment. This was purchased through the special kiosk program that ****** offers their members.Customers are informed that the purchase is nonrefundable at time of the purchase.
  
                 We came out to the residence in October 2023 for routine check up and service on the water Refiner. At this time, we made a recommendation of a new drinking water system. This is a replacement of one they currently had under the sink.This is different than the whole home Refiner that was purchased in October 2021. We provided an estimate to have a drinking water system professionally installed at a price of *******. We also made an estimate for a partial replacement for *******. Owner declined both options.
  
                 We came out December 26th, 2024, for routine service on the water refiner. The homeowner noticed it was the same tech from the previous year, and he was upset because he requested never to have that tech to the home. We will try to accommodate all reasonable requests from customers. The customer was a bit belligerent with the tech as well as the service manager. He expressed other plumbers told him he paid to much and now just wants a refund. When the service manager called the customer back to apologize for any bad customer experience, the customer advised he just wanted his money back from the purchase three years ago. The service manager advised there are no refunds or returns on the product. We advised to call us if they needed any services in the future and made notes about any recommendations for future service.
  
  The product is working perfect as intended with no issues.
  
  Thank you,
  
  ****** Funkhouser   

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/22/24, Collins Comfort installed a new heat pump system in my home. Part of the contract was to fix and damage or holes that were created in the process of the installation. As a result of the installation, repair was needed to the drywall in my garage and to the exterior stucco where the power unit is attached to the building. While someone eventually came out to repair the drywall in the garage, the stucco still has not been repair, nor has anyone contacted me from the company to schedule the repairs. The installers said it would be fixed, the person fixing the drywall stated someone would contact me to fix the stucco and I called Collins directly to find out when someone would schedule the repair. After 2 weeks with no answer, I called back only to be told, once again, someone would contact me. It's a week later and still no one has called. I just want them to complete the repair work.

  

  Business Response

  Date: 12/19/2024

  Stucco specialist from ***************** have already contacted ****** and will be on site to assess the issue tomorrow 12/20/24 and set a day for actual repair. We work hard to take care of our customers at **********************.

• Initial Complaint

  Date:09/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Water Damage Claim - Collins Comfort Master Good afternoon,This letter is submitted for the record to document water damage caused by improper service from Collins Comfort Master and equipment malfunction from ****************. Both companies have delayed the repair process, and ******** has not responded to our requests. Our home was scheduled to be listed for sale on September 12, 2024, but that has now been delayed indefinitely due to this situation.Incident Details:Loss Date: September 7, 2024 ************ Date: April 19, 2024 Product Information:Brand: **************** Model: ERR 3702 R30 On September 7, 2024, the resin media tank split, flooding our garage and damaging our home. Collins, despite our service contract, delayed the inspection until September 12, 2024, five days later. Collins management admitted their team failed to escalate the case, but they are still not taking ownership of the full extent of the damage, which could have been minimized had the issue been handled *********** make matters worse, Collins restoration partner has not provided a quote for repairs despite promising it by the end of business on September 12, 2024, and no work has started.Ecowater, meanwhile, has not responded to any attempts to discuss the damage or move toward a resolution.We seek immediate action from both companies to address the damage and expedite repairs, as their delays and lack of response have caused significant disruption, financial strain, and complications with our planned home sale.Thank you for your attention to this matter.

  

  Business Response

  Date: 09/23/2024

  Our manager ****** has been working on this issue. This is an issue with the equipment and Ecowater is handling the damages.  ****** has sent Connected Restoration and contacted Ecowater. 

  Collins will continue to work through the process with the customer.

   

   

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear *** or Madam,

  
  

  This is to inform you that ******************************* VP, Collins Comfort Master, (AC ************) reached out to me today and we have resolved the matter in a very favorably agreeable to both parties.  I appreciated ******************** willingness to listen, understand and provide a very amicable resolution to our grievance. 

  
  

  Thanks to the folks at BBB for there assistance in this timely resolution. Please reflect this favorable resolution on your public documents.

  
  

  Thank you,

  
  

      ***

  
  

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive left 2 voicemails and spoke to two different people whove said that they would contact me to schedule the repair, but Ive not heard from anyone. I also sent a text to Mgr ****** ***** showing him the damage done to framing around my attic door.  I requested a drywall repair and cleaning from the smudging, but havent heard from him either. 
  

  Theres a total of three issues: Replacing the damper, installing the anti vibration piece and now the drywall repair.  

  ption! Ive expressed my concerns verbally to ******* on 5/31/24 re. deception, misinformation and lack of product knowledge, which couldve resulted in us purchasing the wrong tonnage for our sq ft, and we also submitted a written formal complaint, which ******* assured me that management would be reaching out. However, no one within management, has addressed my concerns over the dishonest and misleading sales practices.Unfortunately, this isnt even the half my experience thus far, however, Im waiting until management reaches out regarding the loud condenser, with rattling, flimsy metal unit panels, along with the vibration issue caused during installation, that can be heard within my interior wall of the disconnect panel.The only reason I stuck with these guys was because of our faith in the ****** brand and CCMs Pearl certificate guarantee. Wheres the ******************** Whos running this company? We expect the dampers to be installed as promised.

  

  Business Response

  Date: 08/21/2024

  We are getting the dampers, and they will be installed next week. The vibration isolator will also be installed.
  No charge to the customer for this.

  - **********************