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:11/29/2023

  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.

  Purchase of "new" unit, installed 3/16/2020, see attachment. Unit temperature has never matched the setting. I have complained each year since installation, and nothing has been done. The "lame excuses" have ranged from:
  1) This is a "conditioning unit" and isn't supposed to meet the temperature setting, (air set at 65 in summer, however, indoor heat gets to 84 degrees; now heat set at 80, indoor temp finally reached 70 at sun up, and is constantly on) to
  2) You need to re-insulate your mobile home for unit effectiveness. My electric bills unexpectedly exceeded above $500 per month this summer. Formerly, never more than $300 with properly working unit. With *** **** averaging program, some bills still exceeded $400 monthly. Higher than in years past
  
  I had never experienced this problem with previous air conditioner, my first unit was provided by the **** ****** ****** **** company that sold me my 2001 2,280 square foot home in 2002. Second unit was a dud provided thru ** ***** ****** ******* *********** from some contractor they no longer deal with.
  
  My window unit purchased since then gave more service than this current $4,686 one has, at least I expected that it wasn't sufficient and although I had to use space heaters and oven, we made out without additional *** costs to boot. I see now that ALL COMFORT has not bothered to be certified by BBB, but this news comes too late for me to benefit. I believe that their excuses are lame, and that I deserve more for my money. I retired on disability in 2006, I have always been considered low income, I am now ** and my health has gotten worse, I cannot afford to pay for services not received, and it is frustrating not to have anyone to turn to when these things happen and keep happening. I've contacted the company and pay for "maintenance" each year. They have a record of how many times I've complained.
  
  Thank you for considering this complaint even if no results are manifested from its submission

  Business Response

  Date: 12/17/2023

  To whom it may concern, 
  
  
  This is in regards to a complaint towards our business from ***** ******* Attached you will find all of our service visits to ***** ******* Since the install we have been out many times and we have never charged her for a diagnostic charge. The customer has chosen to also pay for a maintenance agreement with us that ranges from $139-149 for the year. We have always gone and performed these maintenances and the unit was always working properly with its temperature outputs. On one occasion, on May 28, 2021, we went out and found the unit not running properly because of a bad capacitor and we replaced it, *** ****** complained about our price of $190 and we gave her a 50% discount and only charged her $85. She also stated that she was never going to call us again. After this she still chose to continue to call us and sign up for the maintenance. 
  
  The customer seems to only have issues with the unit during extreme weather temperatures. She has called us in the middle of the summer when the temperature outside is over 100 degrees heat index and the unit is able to keep the house temperature at 75 degrees. She has also called in the winter time when the temperature outside was 39 degrees and it was 70 degrees inside the house. We have explained to the customer that an A/C unit is designed to raise and lower the inside temperature at the most 20-25 degrees compared to the outside temperature. In both instances the unit was running properly and was able to do exactly what the unit was designed to do. If the unit was not working properly the temperature would never be able to reach a 20-25 degree difference from outside. We have also tried to explained to her about how the temperature inside the house can be determined by other things other than the air conditioning such as the age of windows and the insulation in the house. As the house ages so does the windows and insulation. Her mobile home is almost 23 years old. Windows are recommended to be replaced every 20 years and so is the mobile home insulation. These factors have a direct bearing on heat load and the ability to keep the house at a certain temperature. 
  
  The customer has also complained and accused us of not putting in a unit big enough for her home. She has the biggest unit available for residential homes. It’s a 5 ton and that’s the biggest residential packaged unit possible to install.  
  
  In summary, we have given the customer the best service possible. We go out there when she calls and never charge her for the diagnostic. We perform all the maintenances she pays for and we check out the unit, which is always working properly. Lastly, when she complains about the price we work with her and try our best to come to a reasonable resolution. However, when we give her our diagnostic she says that they are just “excuses” not our professional opinion and doesn’t act on them or trust our professional findings. We cannot force a customer to listen to our diagnostics and it is the customers choice to call another company. But, when it comes to the A/C unit itself it is always working properly and doing exactly what it is designed to do.
  

  Customer Answer

  Date: 12/18/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: The thermostat in my home read 81 degrees two weeks ago. A usual, when I turned on the "air conditioner", set at 74 degrees, it never moved, if it had not been for my window unit it would not have moved the one degree from 80 to 79, after THREE hours.  I turned the unit completely off after this because it has driven my electric bill to more than $500 some months due to the constant and not turning off due to NEVÉR reaching 74 degrees either in winter or summer as set

  
  

  Regards,

  
  

  ******* ******