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:12/11/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Home Comfort put in a brand new AC/Heater in our house in August. After it was installed I called to just have them come check it out and their phone service is they tell you they will call you back. I never got a call back but then life got crazy, and our AC was working so it wasn't an issue. In this last week we were needing the heat so I turned it on and it turned on for a minute but kept turning off before it hit the temperature I was setting it to. So I called on Wednesday morning 12/7 to have them come out and check it and they said they would call me back. No one called so I called at 4pm before they close and they said someone was scheduled to come out at 8am on 12/8. But like I told the guy on the phone, how was I to know someone would show if I never got a call back. Luckily I was available to be there in the morning, but on most days I'm working and the guy on the phone said scheduling was closed and can't be changed. So they guy did show at 7:50am and he looked at it and said there's something that's blocking the ducts and couldn't fix it himself and said they would call me to set up another appointment. No one called so I called Friday 12/9 at 7am and again the lady that answered said someone would call me. No one called so I called on my lunch break at 11:30am and the guy said someone would call me by 1pm because they were on lunch. Then no one called so I called at 2pm and the guy said the guy I need to talk to the manager and he was out in the field and would call me once he's back and I said "this is the 6th time I've been told I'd get a call back and still nothing, and my 3 small kids are sleeping in a house that is below 60 degrees during a time when sicknesses are out of control." And he said he would expedite it and the guy would call me within the next 24 hours. And now its Sunday 12/11 and no one has called me, and my house is below 60 degrees while its raining outside and my 8, 6 and 2 year old are sniffling wrapped in multiple layers.

• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Date of Purchase: 4/1/2022 Job #****** Invoice# ***** Unit: 3T Lennox Silver Unit Location: Roof Thermostat: Nest Price: $13,500 Notes: We were Promised this would be a 1 day install of the **** unit by the sales person, *******************, on 4/1/22 but the install took two days (4/8-4/9) in which we had to use PTO in order to be available for this company to complete the install. The details of the install were not communicated correctly between sales person, *******************, to the installation team thus what was verbally promised on 4/1/22 (re-taping of original duct work & promised time frame).The unit started to malfunction about a week after installation when running the heater; error message read on the Nest thermostat, "power out, no power to R wire'" The heater would run intermittently then shut off displaying this error message. Spoke to Home Comfort install coordinator, *****, on the phone to coordinate service date. After about 8 documented visits (there were more visits that we did not document) Home Comfort could not fix the issue. We have used 5 days of PTO and rearranged work schedules at least 3 other times to be home to accommodate technicians; 9/29/22 (technician ******), 9/20/22 (technician ********), 8/11/22 (technician ******** and ****** representative), 7/19/22 (technician ********), 6/27/22 (technician ********), 6/4/22 (technician ********), 5/2/22 (technician Trinidad), 4/19/22 (technician Trinidad).As of today, the thermostat is now displaying the error message "ERROR power out, E195: ******** to R wire." Unfortunately this error message is occurring intermittently when we are running the ** (not just the heat) thus shutting off the **. Speaking to ***** today he was no help in problem solving. Instead he was condescending, laughed at our frustration by this company's miscommunication, poor coordinating, lack of organization and lack of empathy for their clients. Tonight we googled the error message displayed, see attachment.