Reviews

Review Details

• Review fromGeorgia P

  Date: 07/23/2022

  1 star

  Georgia P

  Date: 07/23/2022

  I called for my aunt Home Comfort Services, They had been servicing her unit. They also had originally installed it. ONLY 8 yrs. ago. Her unit was not working in July.They told me the service charge would be $125 dol. They came the following day; **** was the technician.My aunt is 94, I asked her to have the technician call once he know what the problem was. He called and said, that three parts where needed to be replaced. I said name them. He did. 1. Capacitor, 2.Condenser fan motor, 3. Blade / Unfortunately he did not have parts They would take a week or two for parts . If we want to wait the cost would be $1,401.00 BUT he could replace the unit for $5,500.00 I said we would let him know , We would pay for his service call today. He wanted $200.00 I said I was told $125.00 WELL he said it took me Half a hour to diagnose problem.He finally accepted $190.00 It took him a extra half hour to leave my aunts home.After he left **** called My aunt to pressure her to accept the NEW unit he had offered..... I called MY **************** They arrived the same day to my aunts,(four hours later) ONLY ONE PART NEED CHANCHING for the cost with service $187.00 BE **** OLDER LADIES CALL FOR SECOND OPINION.
  

  Home Comfort Services Inc.

  Date: 08/02/2022

  {Replied direct emailed 7/26- no reply.}We take our business very seriously, especially when seeing unsatisfactory reviews and miscommunications that impact how our customers feel about us and recommending us to others! We are a small family-owned company who cares about this community. So we are SO very sorry to see what was posted to the BBB about you, your aunt, and her daughter's experience.We have carefully reviewed every call made between our staff and your family, as they are all recorded within our software. We also reviewed the technician's working time, invoice line item charges, and written recommendations for the issue we were asked to address. The review left is very inconsistent with the situation; we feel it is untrue, and solely represents feelings and not the facts of how we followed our standard processes and procedures. -We have no record of installing the A/C at your aunt's home. It is 9 years old per the picture of the data plate. -The first record of visiting that service location was in 2021 for a thermostat concern. -We have no record of seasonal maintenance having ever been done on this unit, which is a manufacturer requirement for warranty purposes.-We have your recorded phone agreement to the service charge, and the subsequent labor charges following the 15 minutes of diagnostic time. -Your aunt was not charged for more than .5 hours of labor time, despite the technician being clocked-in on site for 1h8m. -23 m of the total (unbilled) time was spent discussing options with the various parties (referenced in the review as "not leaving"). We understand you were not present. -We didn't "accept" $190. Your aunt was provided with the senior discount asked for on the recorded call, after the labor time was added to the service charge. She was fairly billed. -Yes, only one part was required for the repair. But we were unable to immediately provide the invoice with these options and prices in writing at the time of service, as providing an email address to our tech was declined. (A paper copy was mailed, as promised.) -The repair options were explained to your aunt, yourself, and her daughter at the visit. A decision to proceed in repairs was not made with the technician at that time. -Furthermore, in the follow-up phone call the next day, the technician never once mentioned installing a new piece of equipment, as the review said he "pressured"; we are able to hear that he called to make sure it was understood that there were a few directions to pursue depending on your long-term goals, and a fix could have been accomplished if desired. This was entirely a situation of miscommunication between family members; we can assure you we operated with the utmost discretion and consistency as we do with all clients. We made a point to have the additional conversations with the requested family members of our customer, your aunt, because of her age. It is unfair to imply we would take advantage of an individual because of their age. In summary, please reach out to us. You will be directed to the managers, ****** or *** to discuss. We ask that this 1 star review be removed as it is not accurate, and the BBB takes that as seriously as we do. Thank you for your time.