Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

Heating and Air Conditioning

Total Comfort Inc

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:08/02/2024

    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.
    On 6/23/24, Total Comfort ***** per my request, sent a technician to work on my ** unit as it was not working. The technician did not make any repairs. In fact, I encountered new problems with the ** then I was told I had to get a new unit to replace the old one. The total cost for installation of a 1.5-ton horizontal condenser and air handler was $9,217. From the 25th of June until July 5th, the technician, *****, had to come back to my condo multiple times to fix the **( old and new unit) because it was not working and new problems( thermostat issues, electrical wiring, someone is remotely controling your thermostat) came up. I asked for a different technician to come out because I did not want ***** to work on the ** unit anymore. Monday the 8th of July **** and his boss came to fix the unit. He shared during installation, when welding the unit, the heat from the welding torch burned the side of the sensor which was causing issues. I reached out to ask for a reduction in the number of monthly payments because of how much I had to miss work/revenue loss. I was told that the problem was a manufacturing problem, and they wouldnt be able to reduce the number of payments. However, when I shared I was informed about the issue being from a technician's mistake, I was told they would talk to their higher **** I noticed they did not use the reported credit of $250 service fee. They said that they would honor the $250 and an additional $200, which is not acceptable.As a resolution, regardless of my revenu loss, Im asking 2 installment payments removed and the $250 service credit honored, totaling $1358. Pending a response from the company's VP, I would like to have reimbursement for 1 year labor warranty because I do not want any other technician from Total Comfort ***** to work on anything in my condo unit. I don't think I should pay for a service I will not be using. The quality of work was below standard as well as overpriced for the services they provide.

    Business Response

    Date: 08/08/2024

    Hello,

    We have handled this issue by talking to the homeowner over the phone and emailing them everything they asked for. We explained to the homeowner that the best we could do was take off the entirety of the last payment for $804. The $804 included the $250 and $200 as well as an extra $354 for all of the inconveniences. We explained to the homeowner that the 1-year labor warranty had no cost associated with it, we simply give that to every customer that buys a system from us for quality assurance purposes at no cost. The homeowner agreed to all of these terms, and we even emailed invoices for every time we were at their place as they requested. Currently us and the homeowner are good terms, and everything has been resolved according to our last conversation. Below is the last response I sent over to the homeowner over email. 

    "Hello *******,

    Once again, we are truly sorry that our services were not satisfactory and that your experience with us was unpleasant. I have attached all of the invoices from each day that we came out to your home. I know you said that you wanted to part ways with us, but if anything goes wrong with your unit in the next year, if you choose to call us we will still honor our 1 year labor warranty and send out **** or ******. Per our agreement, due to all of the inconveniences we will be taking off the last payment of $804. We appreciate your patience with us and dont hesitate to reach out if you need anything else.

    Thank you,"

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.