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:12/13/2023

  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 hired The Comfort Source to tune up my furnace.One month later, on a Sunday, my furnace suddenly stopped working.I was lucky to find someone to come out the same day. The technician said that he found two loose wires that welded themselves to the fire wall because the previous tech didnt tighten the wires down. He said it was clearly part of the tune up process.This caused two fuses to burn out.I paid $207.00 to correct the issue.

  

  Business Response

  Date: 04/10/2024

  As a company that prides itself with exceeding our customers' expectations with quality of work and customer satisfaction, I empathise with our customer who was not satisfied with our work and an outcome we did not have an opportunity to troubleshoot with her.
  
  ************** was dispatched to her home to do an annual maintenance on her electric air handler.  We followed our air handler service protocol and left the system in good working condition and within manufacturer's specifications.  When servicing a straight electric air handler, (one without a heat pump) it is seldom that requires taking anything apart to pull amperage draw on the heat strips, fan, etc., which means ************** did not need to remove any wiring to do his testing and service.
  
  We did note that her system was an older model which does lend itself to have wires become hard and brittle over time, things can happen that are not related to a service.  We do understand how frustrating it must be to have something stop working after a service was performed, and in respect to this service, it was within a ***** day period of service.
  
  When situations arise that a return call is asked for or required due to a malfunction with customers, we are typically called back by the customer so we can work together to determine next steps, cause, etc.  In this instance, we were not contacted.  We have on-call technicians that are available after hours and on weekends and would have gladly helped her out if we were given the opportunity to do so.
  
  With all of this said, we want to help her with this situation and give her peace of mind.  We will refund $70 as she requested to help with the trouble she incurred. 
  
  Please reach out if you have any questions or need any additional information.
  

  Customer Answer

  Date: 04/26/2024

  To whom it may concern,

   

  I will accept the offer for $80 from The Comfort Source to help off set the cost I incurred because my furnace was tampered with.

  Thank you,

  *****************************;

  

  Business Response

  Date: 06/21/2024

  The Comfort Source is in receipt of the response from the previous customer regarding her air handler. We are in continued agreement that we will provide her a compensation check for her inconvenience in the agreed upon amount.
  
  We would, however, like to, for purposes of clarity, state that we did not tamper with her equipment and understand there may be a difference in defining tamper between our company and herself.
  
   We standby that we followed appropriate protocol and procedure when servicing her equipment and would like to make sure she knows there was never any ill intent, or lack of professionalism when completing our comprehensive service her system and we very much understand her frustration when challenges like this occur.
  
  Please feel free to reach out if you have any questions or need any additional information.
  

  
  

  Customer Answer

  Date: 06/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 11/13/2024

   I would like to accept the Comfort Sources settlement offer.

  I hope that this time you will resolve this case once and for all by securing me a refund from this business, as I am at my wits end with the BBB as well.

  

  Business Response

  Date: 01/27/2025

  The Comfort Source mailed Ms. ******* a check, but our accounting shows that it was never cashed. We will mail her a new check by Wednesday, 1/29, and apologize for any inconvenience.

  
  

  Customer Answer

  Date: 02/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 02/27/2025

  I would like for you to reopen my case against The Comfort Source.

  They have not followed through and have not sent me a refund.  They claim that they sent me a check on 1/29/25, which is a blatant lie. And I highly doubt that they have any intention of compensating me. And

  You have not helped me secure a refund from this company.

  If nothing else, please instruct me as how to post a negative comment against this company on the BBB page.

  This is truly ridiculous.