Complaints

This profile includes complaints for Balanced Comfort's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Balanced Comfort

  4485 N Selland Ave Fresno, CA 93722-7837

• 

  Balanced Comfort

  145 S Dunworth St Visalia, CA 93292-6705

• 

  Balanced Comfort

  40879 CA-41 #1C Oakhurst, CA 93644

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:08/20/2024

  Type:Customer Service 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.

  New Air Conditioner Heater installed; Unit has never worked properly. Unit is defective or installation was faulty. Four Service Appointments, and unit has never been fixed. Last time I called Balanced Comfort to make Service Appointment, ***************** up on me. I have been a homeowner for ************************************************************* warranty service. I could not make a Service Appointment.New Air Conditioner Heater installed October 2, 2023. After installation, the heater was blowing cold air in winter. 1st Service Appointment, thermostat settings changed. Heater still blowing cold air, contacted Balanced Comfort 2nd service call, Adjustments made to Unit. Now blowing heat for 5 minutes then blowing cold air. 3rd Service, Heater blowing heat for 20 minutes then cold air, I was told, the unit is blowing cold air prevent overheating unit is cooling itself down to prevent overheating or FIRE. 4th service, heater working for about an hour then blowing cold air. I sent documented email to Balanced Comfort, Phonesee contact person. I gave up. I went back to using space heaters and fireplace. Now unit blows hot sticky humid air once hitting desired temperature, unit fan runs blowing hot air when it is 110* outside. I am using house fans with a brand-new air conditioner unit. I called Balanced Comfort after reading Yelp reviews to see if others had the same issue with their a/c, I asked to speak to *********************, I was told I could NOT speak to him, I asked for his email, I was told by **** they do not give email out. I than proceeded to tell her about the issues with the heater to explain the same thing is happening with the a/c, heater blows cold when reaching desired temperature and a/c blows hot sticky humid air. She HUNG UP ON ME, I could not make service appointment, Unit has a 1-year warranty and does not work. I need help. Balanced Comfort does not give any receipts after service call, I have pictures from Ring Camera and a documented email.

  Business Response

  Date: 08/20/2024

  Customer received an HVAC system installed through the ********************************* (***) and the Low Income weatherization assistance program.  We have been back to the customers home multiple times and each time we visit her home the system is operating to manufacturers specifications.  Typically customers who have gone through the *** program would reach out to the *** to resolve any issues like this.  Below is a list of our notes with dates and time stamps.  We have left a voicemail to go back and take another look at the system.  From our visit on 1/30/24 "Customer states that heater goes off in the middle of the night. Stops blowing hot air and blows cold air. It continues for an hour before heating comes back on. Checked the unit and turned it on heat mode. Ran heater for 1 hour. Unit hit set temperature and shut off as should. Found no other problems. Customer states its an on going thing and she is not satisfied. States that unit works when tech is here but problem persists after work hours when tech is no longer available. Would like to have problem resolved and unit working properly as it should, with no problems."  Additionally, all invoices and customer facing communications include my phone number so customers can call me if they have any concerns.  We have a former employee named **** and I do not know if she had been attempting to reach him after he was no longer with the company.  We a full office staff that she can call to speak with someone during business hours.

   

  Tuesday August 20 2024
  
  Left customer a voicemail
  
  Phonesee Vongviset 1:41 pm
  
  Thursday February 22 2024
  
  Received an email from *** they would like us to schedule and complete file, called customer left voice mail.
  
  Phonesee Vongviset 9:59 am
  
  Wednesday February 21 2024
  
  Spoke with customer, she said *** is there at the moment to assess her furnace and may re-assign her to another KTR for further assistance. We will wait to see what *** recommends and go from there.
  
  Phonesee Vongviset 2:06 pm
  
  Email sent from *** on 2/21/24: We have a client *********************** *********************************************** Fresno who is complaining that her unit is not and has not been working properly. She said the last tech that was sent told her he would check inside temperature with a temp gun, then went to his vehicle and left. Not sure if its a warranty issue but it need to get remedied.Forwarded information over to Phonesee to schedule appointment, still under warranty.
  
  Va Her 1:55 pm
  
  Tuesday February 06 2024
  
  Will reach out to Phonesee to schedule for a warranty visit.Email sent from *** on 2/6/24: Client called stating the unit is blowing cold/low warm air. They dont think their dual package isnt working properly. The unit is under the 1 year warranty. Could you send someone out to check on the unit?
  
  Va Her 5:27 pm
  
  Tuesday January 30 2024
  
  Customer states that heater goes off in the middle of the night. Stops blowing hot air and blows cold air. It continues for an hour before heating comes back on.Checked the unit and turned it on heat mode. Ran heater for 1 hour. Unit hit set temperature and shut off as should. Found no other problems.Customer states its an on going thing and she is not satisfied. States that unit works when tech is here but problem persists after work hours when tech is no longer available. Would like to have problem resolved and unit working properly as it should, with no problems.
  
  *************;11:50 am
  
  Monday January 29 2024
  
  Appointment (id: 6010894)9-11am heater still not working, blows cold air
  
  Phonesee Vongviset 8:44 am
  Note:Admin
  Friday January 19 2024
  
  appointment for today 1/19/2024 please lean more towards 2pm
  
  ************************************;10:10 am
  
  Monday January 15 2024
  
  Appointment (id: ************ we installed not heating confirmed 1/19 12-5pm
  
  Yessel ***********;9:08 am
  Note:Admin
  Tuesday January 09 2024
  
  Checked unit and adjusted fan speed. Cycled on heater and ran for 45+ mins. Unit reached set temp and cycled off as should. No other issues.
  
  Kar Vang 2:00 pm

• Initial Complaint

  Date:07/10/2024

  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.

  We discovered a leak and schedule Balanced Comfort to come out 6/26. Their plumber and their Ac technicians came the plumber gave me a list or repairs none including the leak and the Ac tech told me it was because the unit was old and didnt have the correct number or drain pipes. We discussed the options for replacing the whole unit and I decided on the their top tier plan because of the warranty plan. We scheduled for them to start on 6/28 and I told them they had to be there before 3 or no one would be home. Day of I received a text saying they would be lay and arrive between ***** at 12:30 a phone call saying theyd be there in 1.5 hours. At 3 I had heard nothing else and I had to leave for work, and heard nothing until 5:30pm saying they were there but Im not allowed to have my phone on me at work. They didnt have anyone to my house until 7/1 and told my roommate they were done on 7/2 at 5:30 and that if it still leaked it was a plumbing issue and someone would contact me to finish paperwork. 2 hours later the ac shut off again and the drain pipes they had installed were leaking into the closet. I called and they could had someone out 7/4 and he told me that it was definitely a plumbing issue even thought the plumber that came on 6/26 hadnt said anything. I refused to sign on on the finished job paper work, and have still not heard anything from their office about the final paperwork and it is 7/10.

  Business Response

  Date: 07/13/2024

  On 6/27 we went to customers home and our plumber provided the following report, PPM Inspection. Customers kitchen sink has a broken basket strainer that will need to be replaced. In the bathroom the tub cartridge will need to be replaced to stop the leak. The tub drains slow as well and should be drain cleaned. The lav sink in the bathroom has a form and fit drain and should be redone with the proper fittings. The most urgent issue is the water heater from 2005. Theres a leak coming from the bottom of the tank and should be replaced before it goes out or leaks more.

  Later on 6/27 we had an HV** technician out to the home to inspect the ** system and offered several options for repair or replacement of the ** system.  Customer decided to have the ** system replaced.  Installation was scheduled for 7/1 and 7/2.  Customer was offered portable A/C units but had declined because they already had 2 portable A/C units in the home and claimed they were tripping the breakers.  On the 2nd day of installation we identified an issue with the equipment from the manufacturer that could not be solved on 7/2.  The replacement component was ordered .  Customer has been offered to stay in a hotel room or AirBnB which they declined.  We returned on 7/13 to compete the repair after finally obtaining the needed part on 7/12.  The repair that was performed did not solve the problem with the A/C system.  Customer has been offered an AirBnb again to which they declined and is now interested in getting a another portable A/C unit, we will deliver the portable A/C tomorrow 7/14 because none were available on 7/13.

  We are committed to getting this resolved and have been working diligently to get this resolved.

  Customer Answer

  Date: 07/15/2024

   I am rejecting this response because,

  They claim that theyve had technicians out since 7/4 and I havent had anyone at my house. I didnt decline the offer of a portable unit and was never offered the choice or a hotel or Airbnb. Also when I decided on the installation we had agreed to have it done by 6/30 and they didnt start until 7/1. 

  
  

  Business Response

  Date: 07/31/2024

  Hi ******,
  
  I have text messages with the customer on Saturday 7/13 where I offered the customer to stay in an AirBnb.  And they declined because they had to many things to do at their house.
  
  We had been offering to provide the customer with portable A/C units during the process of the install and repair of the ** unit but the customer declined because they thought the portables would trip their breaker.  They had their own 3 small portables they were using in the home but those were not sufficient enough to keep the home comfortable.  Our standard practice for customers is to offer at least one portable.
  
  On Sunday 7/14 they accepted our offer to take portables to their home which provided better cooling while we waited on the repair parts to come in.  Our CRM is currently down but we've since completed the repair and their system has been operating as expected.
  

• Initial Complaint

  Date:07/01/2024

  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.

  Balanced Comfort installed a new AC unit in my home. The installation was poorly done an damage was caused to the interior of my home. I reached out to the company regarding the issues and asked if they could just fix the damaged that was cause during the installation. Their lack of communication with customers and even their own employees is subpar. They sent out a manager on 6/28/24 to correct the issues and was the worst of all the employees they sent out. I just wanted a peaceful resolution without involving third parties, however this seems like it won't happen.

  Business Response

  Date: 07/22/2024

  Hi ******,
  
  This customer's concern has been resolved.  He stated at our last appointment he would contact BBB to clear this up.

• Initial Complaint

  Date:10/09/2023

  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.

  I purchase a A/C Unit from this company and they dont want to come out and work on the problem that I am having on it. Its about a 2 hr or more from their company to my house and I dont think they want to come out here to do anything. *** called a lot to have this taking care of but they are responding back to me to solve whats wrong. They sold me another unit before this one that broke on us last year in August 2022 which they did replace it with this one but still having problems with the new one. Also too they charged us an extra $5,000 to replace the broken unit which I felt that they shouldnt had charged us that extra amount and just changed it out with out charging extra. They have came out twice this year to correct the problem but its still not working right like it should. I have reach out to them to get this corrected but no respond and until now I still been calling them and what they tell me that they will send the message to their supervisor every time I call and still no respond. And also too when I call them I notice that they blocked my number so what I have to do to get through is to blocked my number and then call which I do get through but this is the only way I get to talk to someone. This problem has been going on since I purchased it. Also too when they had to replace the broken until it too them almost a week to replace the broken one which then the temperature was over 105 degrees which we had to live with it like that which made all 4 of us that is living here sick. We also had to go out and buy a lot of fans which cost over $300 because we have a two story house and it got really hot in here the days we didnt have any a/c unit.So this is why I would like for them to take the unit back and refund me all the money I already paid to them because I know they dont what to drive out here because its too far.Also I am having a hard time to get any work order from them too.

  Business Response

  Date: 10/12/2023

  In March of 2023 we agreed to install a new HVAC system for ********************  Not long after installing that system, we ran into some issues with the system that we installed and offered to replace it with the same type of system at no cost.  They did not want to replace it with the same type of system and we offered to upgrade it to a better HVAC system for the difference in cost.  This was a completely new installation which was performed on August 2022.  After the new system was installed *** would call with concerns that the new system was not cooling the same way as the old system, and areas of the home were not cooling properly.  It was only after further inspection did we find that ******************* had a room upstairs in her home, which we had not been granted access to previously, where she or her son was growing marijuana.  Due to all of the excess heat produced in this room, there is no way for an HVAC system to keep up unless specially designed and installed for that application.  We have made every effort to satisfy *********************** concerns and have made a total of 9 trips to her home after the 2nd HVAC system was installed.  We have verified that the equipment is running to manufacturers specifications.  We have received and made a total of 97 phone calls from ******************* since installing her HVAC system in March of 2022.  The record of our phone calls is attached.  After receiving this complaint on 10/10/23 I contacted *******************, ***'s husband and offered to have a technician go out again to address ***'s concern of low airflow upstairs.  They are also now stating, that the new thermostat which was installed on 9/18/23 to help address their concerns, is also not working.  He Agreed to have us go out on Thursday 10/12/23 but after speaking with ***, he responded that they are only interested in getting a refund.  We offered to pay another company to go out and check the system but they declined that as well stating they only want a refund.  It is our opinion that the system is operating correctly but is not being used properly and we are willing to go back and check the system again and replace the new thermostat they claim is faulty.

  Customer Answer

  Date: 10/16/2023

   I am rejecting this response because:  I want them to pick up the unit and I dont not want to do anymore business with them because in the future I know they wont come back and work on any repairs needed because look how long it is taking them to finally come out and do anything. I have been making a lot of calls because the system is not working probably and when I call the person that answers which is different ones just say that they will give it to their supervisor or if I ask to speak with ******* they always say they are going to give them the message which I never get no respond from no one from they never call back. There is a lot to say what Ive been through with this Company and never got any respond from them. My husband even called ******* and left a message for him to call he back and he never responded back which was in the month of September. Until now ******* never called him back and we are in October. There is so much to say what I have been going through. This is why I do not want to do any more business with them and just want them to pick up this unit. Also to they already blocked my number and I now because my call doesnt go through. And what he said we were growing we werent there was nothing in that room. And we feel its none of their business and this shouldnt be the problem what is happening to the system like he was saying that this is the cause which is nothing to do with it.
  
  And for picking another system to replace the broken one they didnt give us no other options for other ones that we could replace it with they just told us that the will replace it with the one we have now and that it will cost an extra $5,000 so really they didnt give us too much options and sine it was over 105 degrees during that time we didnt have no choice because it was too hot for our family to go without air condition. I still say until now that it wasnt right and it wasnt our fault that the ******************* unit stopped working on us. I felt that he should had just change out the unit just like that and not had charged us that extra $5,000 pay for it would he had left us with no air condition because we could only get a loan for $14,000. It took them almost a week to change it out.

   Also too we never got any invoice or work order what has been done I had to ask for it and the only thing I got so far is the invoices which dont explain that much what has been done and which took a long time to get. And I just recent ask for the work order showing they changed out the thermostat and why they did it because it will run for over an hour and made our electric bill go so high because it wasnt working right and this been going on since last year during the winter time too. There is so much with this issue it is too long to write everything what Ive been going through. So I only want them to do is pick this unit up and refund us for the whole amount that we paid for it including what we still owe for the loan to clear it out and refund us what we paid in cash too. There is more to be said besides what I wrote here. And I know they dont what to come out here anymore because it is too far that is another reason why I want them to just pick it up and refund me so that dont have to worry about coming out this far on working whenever we call for repairs in the future and avoiding my calls every time I call. And yes this is true.