Reviews

Review Details

• Review fromDon N

  Date: 08/21/2024

  5 stars
  Today, midmorning, we began a wonderful experience with a man who came to do a six month check up on our equipment that we purchased in 2019. Before going outdoors to look up on the roof to look things over, he checked out the thermostat on the wall in the hallway of our house. He explained some things that we hadn't understood and reminded us of different things He came back in the house after going up on the roof and looking at the air conditioner. He showed us pictures he had taken of the condition of things up there and explained what he needed to do----and he went and did it. It was amazing to see what he had actually done.Neima from Collins Comfort Masters, did not only do an extremely great job, but he was very kind, friendly and knowledgeable. We certainly will hope that he will be available if and when we need help again! We can say nothing about this man except, "Good Job, Good and Faithful Employee!"

• Review fromSuzanne N

  Date: 08/05/2024

  2 stars
  I had service on July 9, 2024 to drain my hot water heater. The serviceman said that the anode should be checked and determined the tank needed a new anode. When I was presented with the bill for the anode replacement it was excessive at $419. But the work was completed so I paid the entire bill of $469. I checked with two other plumbing companies and their charges for replacing an anode were $225 and $250. I called several times to speak with the Collins Comfort manager about the overcharge, left a message to please call back with no result. I sent a detailed email on July 31 to explain the situation and request a refund with no response. So I have learned that my "special" pricing for the hot water tank drain has not really been a "special" based on the overcharge I have incurred on additional service. And this experience represents a warning to other customers when this company offers "specials".

• Review fromPaul S

  Date: 07/20/2024

  2 stars
  We called on July 2 when our air conditioner went out. The technician came out on July 3 and said it needed a new blower motor. He proceeded to charge me $1988 without applying my parts warranty which is still active. I also did not receive an invoice for the purchase. On Friday, I called and they said it would be 2-3 business days to get the part shipped from **. Starting Tuesday, I called every day to check to see if it was there. It arrived on Thursday July 11 and they indicated that the tech could come on Friday morning the 12th. I called multiple times throughout Friday the 12th until 7pm when he finally arrived. He installed the new motor and it worked for 2 days. Last night (the 14th) it stopped blowing cold air and I called to get an appointment. They got me on the schedule for today and around 11am a different tech arrived. He diagnosed an issue with the corroded control board that controls the blower motor. He indicated that it would cost another $900 but at this point I decided to use someone else because a) my warranty was not checked b) none of the timeframes I was told were accurate c) nobody called me to tell me anything, I had to keep calling d) I don't understand why the problem with the control board wouldn't have been handled when the motor was replaced and e) I'm pretty sure I was charged at a rate that is much higher than what is competitive especially with a parts warranty Update - the Collins service manager called me this evening and notified me that they determined that I was charged incorrectly and that they will be refunding me over $900. He patiently listened to the whole story and examined his own logs to understand the time frames I was describing. He was apologetic and assured me that he would be taking steps to rectify the situation and ensure that it did not happen again. Although these efforts were too late to retain my business, I do appreciate them and feel a little better about the company.

• Review fromLisa O

  Date: 07/18/2024

  1 star
  We have been paying customers since April 2023 when we purchased a brand new AC unit, Daikin. In July 2023 it broke down, just 3 months later and NOT even in summer. It couldn't be fixed so they put in a new unit, also Daikin. To buy a new unit costing thousands of dollars was put in the next day. The new one in July took days longer, probably because it was at their cost and not ours. Here we are again in July of this year and another new one has to go in. The tech left yesterday about 2 pm and we did not hear anything from anyone until closing time today that it won't be available until maybe Friday! We did the 6 month maintenance, which collins rescheduled several times before it was actually done. This AC didn't last ONE year. This place seems to have inferior products, poor communication, and does not honor the 24 hour guarantee that is verbally sold or listed on their website. Do not waste your time, money, or efforts here. Find help with a company that will actually help you have AC that works during the Arizona heat, one that actually cares to help customers so they don't have to sleep on tile floors for a week or more with their family and a baby, trying to stay cool.Disappointed by this company and product.

• Review fromBob S

  Date: 07/11/2024

  1 star
  Don't use this company the Technicians are OK but management is TERRIBLE!! ask to speak to a manager was told they will call me back. It's been three days still no call the receptionist told me they will call me back in the order they received the request must be getting a lot a complaints to have not called me back yet. Overpriced for what you get.
  

  Collins Comfort Masters

  Date: 07/12/2024

  Collins takes pride in its commitment to its customers. We can not find this customer in our database. We will need a name and email, or job number associated with the complaint to address the situation and make it right.

• Review fromBetty M

  Date: 05/21/2024

  5 stars
  Thank so much ****** for our maintenance appointment! As always very happy with the service. Always on time and very professional.

• Review fromB. L

  Date: 03/02/2024

  1 star
  This is a poor company regarding keeping customers informed on repair status! All information I received came from my efforts. No notifications, period. I needed my airconditioning repaired and as of the writing of this complaint my system is still not repaired. Very poor customer service!

• Review fromCraig H

  Date: 01/28/2024

  1 star
  On 1-2-2023 I called Collins Comfort Plumbing for a service call and agreed to a $89 trip charge. My final bill was $700 for 38 minutes that he was at my home. The job was to solder 3 joints thats all, I supplied all materials and prep work and I shut the water off at the curb. When the plumber got to my house he estimated the job at $700 I thought that the estimate would be adjusted after he realized what the job actually was. When he was done soldering the 3 joints he said he needed a credit card to pay the $700. I paid with credit card thinking I would call his company and find the mistake. I made many calls to Collins Comfort over the next week to resolve this unethical billing. Finally they gave me 10% off to pacify me and they admit to guilt. I live in a retirement community and I'm a senior. I feel discriminated and taken advantage of by them price gouging. How can 38minutes add up to $700? Thank you ************

• Review fromLiam H

  Date: 01/23/2024

  1 star
  My experience with Collins Comfort Masters started off positively, but turned disappointing after two months of their service. Initially sent for a "complimentary service check" on my AC unit, a technician used the opportunity to inspect my water heater without prior consent. I was then pressured to replace the water heater to prevent potential damage, with a hefty quote of $2600 for a 50-gallon electric water heater. When expressing my intention to get other quotes, the technician unexpectedly charged me $90 for the visit that was supposed to be complimentary. As a *******supported business, I expected more transparency and professionalism, making this experience with Collins Comfort Masters quite disappointing and questionable in terms of their business practices.

• Review fromBrian K

  Date: 11/08/2023

  1 star
  Heed the warning of all the other 1-star reviews and DO NOT do business with this company. They aggressively over charge for their labor services and purposefully under-document their invoices using vague and meaningless job descriptions to avoid accountability. As an example, ***********************Level 2" for them translates to digging a trench of 50 linear feet, placing a plastic tube in it, connecting the ends and refilling the dirt. Available for the price of $8,000.