Complaints

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• Initial Complaint

  Date:04/14/2025

  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.

  In September 2024, I paid Comfort 1 HVAC $2,450 to repair my A/C unit. Their invoice included Freon refill, part replacements, and a full system inspection. However, less than six months later, my A/C leaked water and stopped cooling again.This time, they charged me another $175, claiming there was a pinhole leak in the condenser and a completely rusted drain pan. These are issues that should have been identified during the original inspection and repair. If the system was leaking Freon, it should not have been refilled without a proper leak test.I feel this company failed to perform a thorough inspection, resulting in repeat charges for unresolved issues. I am requesting a full refund of the $175 service fee and a formal explanation of why such critical problems were missed during the first service.

  Business Response

  Date: 04/14/2025

  Last repair was September 7 2024 

  unit is from 1996 

  Condenser blower motor was bed was missing Freon 

  we replaced the blower motor replaced capacitor 

  did maintenance to the unit 

  We checked for leaks and it was fine 

  unit was working for 6 month with no problem 

  when she ***led I told her if its something that related to the repair its free but when we came to the house drain line was clugged and drain pan is rusted 

  Was missing 2pd of Freon 

  I explained this is something not related to the last repair and I need to charge her a service *** she said its ok 

  I even sent her a report with pic 

  so I dont understand this complaint we did all we can for her 

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23196266
  
  I am rejecting this response because:
  
  I want to clarify that my apartment unit was built in 2007, not 1996. Im not sure where the business got that information, but it is incorrect.
  
  More importantly, my complaint is not just about the recent $175 service call. My concern is that after paying $2,450 for a full service, which included Freon and system check, the same system failed within 6 months. The issues identified laterclogged drain line, rusted drain pan, and low Freonshould have been detected in the original visit, especially since they claimed to have checked for leaks and found none.
  
  I do not believe the original job was done thoroughly. That is the core reason for my complaint.
  
  Regards,  
  **** ****

  Business Response

  Date: 04/14/2025

  2007 still mean unit is more then 15 years old 

  all repairs that was done is still good she have 1 year warranty on all parts replace 

  the 2450 was to repair condenser 

  she have now a problem on air handler that is inside the house 

  unit is 18 years old poorly maintained when we came we notice no one replacing filters the filter is dirty and that can couse problems 

  Again if problem is from part I replaced she have full warranty but all parts replaced are working good condenser is working good 

  air handler is leaking water 

  last time I was there air handler didnt have a problem only condenser unit was working good last 6 month 

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23196266
  
  I am rejecting this response because:
  
  

  This complaint is about poor service and misleading chargesnot about the age of the unit.
  
  
  When your team first came, they didnt even install the air filter properly. I had to call and was told someone would come the next morning. No one showed up, and no one followed up.
  
  
  I paid $2,450 for repairs that included Freon refill, a blower motor, and a full system inspection. I was told there were no leaks and the unit was working fine. But just six months later, the system failed again. This time, I was told there was a Freon leak, a rusted drain pan, and a clogged drain linenone of which were mentioned or addressed during the first visit.
  
  
  These problems do not appear suddenly. If your inspection was truly thorough, they should have been noticed and fixed the first time.
  
  
  To make things worse, when I called about the issue, no one mentioned that there would be a $175 service fee.
  
  
  Youre now trying to blame a different part of the system and call it unrelated to avoid responsibility. But I paid for a full inspection and proper repair. That didnt happen. The follow-up charge and failure to fix core issues prove the original service wasnt done right.

  Business Response

  Date: 04/16/2025

  1st visit you had problems with condenser (condenser is on the roof) not working we fixed it thare was no water leak 

  2nd visit after 6 month you had a problem from air handler ( air handler in the the apt ) water is leaking 

  these are 2 different problems not related and yes age of unit does matter when unit is this old problems happen 

  there is also a matter of maintaining the unit you need to replace filter every 2-3 month when I came 2nd visit filter was dirty. when filter is dirty system is not working properly and problems happen 

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23196266
  
  I am rejecting this response because:
  
  
  1. During the first visit, the condenser on the rooftop was not working. You replaced the motor and added Freon, but the air filter was not properly reinstalled. I was told someone would return the next day to fix it, but no one ever showed up.
  
  
  2. Six months later, the system failed again. This time I was told the air handler was leaking water due to a clogged drain line and rusted pan. These are not new problemsthey take time to develop and should have been discovered during the first inspection, especially given the high cost of $2,450.
  
  
  3. Regarding the dirty filter, the issue started because your technician didnt reinstall it properly in the first place. I was not advised to replace it every 23 months, nor was I given any maintenance instructions at the time.
  
  
  4. Lastly, I was charged $175 for the second visit without clear notice in advance. I was told there might be repair charges if the issue was differentbut no one mentioned a $175 service call fee just to come out. I never agreed to that.
  
  
  I am requesting a refund of the $175 service fee, as it was never properly disclosed. If this is not resolved, I will file a complaint with the *****************************************.