Complaints

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• Initial Complaint

  Date:03/26/2025

  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.

  I have been living in my home 6 to 7 years never had a problem with heating or air conditioning I have a nest thermostat never had a problem with it up until June 2024, the problem was the nest thermostat nothing else at all because my heat and air worked great he fixed it but in Dec all of a sudden the nest thermostat the battery was draining out that can't happen because nest din have batteries, so he came out I charged it because I have a wired to match it he said that it will cause $****** to put a another wire in c wire but he told me he RIGGED IT!!!! I didn't tell him to do that I told him to put it back nothing could happen sure enough when I put my heat on it took a long time to come on before he RIGGED IT!!!!!! It would come on right away I called back talked to ***** *********, she told me we came out for nothing, they came out for nothing I had a year warranty on the nest and she said my heating system in old I told her you are not going to keep saying that to me the i have never had a problem with the heat ever and the person who lived here before me never had a problem quit blaming it on that he RIGGED It!!! That's why there is a problem, *****, then told me that they will not do business with me again, they said that because they knew he done wrong. Then recently I put on my air I notice the outside air was on, but the inside air want coming in I thought there was higher person or office I called left message on March 15, 2025 ***** called me back she didn't want to hear from me on March 18, 2025 I message them on ******** to let them know what happen on March 18, 2025 ***** called back, told me I would have to pay ****** for another wire, I told her my air was fine he RIGGED It!!!! ***** said, we don't do stuff like that I said he did that he said she said he would call me, the person who did this is the owner, **** ****** never called me message again didn't hear from I want my air fix and I want wire fix for free hope you guys help. 

  Business Response

  Date: 04/28/2025

  6/24/2024 - **** ******* scheduled service for a failed Nest thermostat on her 1979 Air Handler. (NOTE * Comfort Zone first visit to customers home, all equipment was existing, NOT installed by Comfort Zone)

  -Technician found 4 wire system, *NOTE* All smart thermostats RECOMMEND 5 wires to operate properly. This was brought to the customers attention and **** was provided two repairs are necessary at this time:

  -$545.00 for Nest thermostat replacement

  -$189.00 to pull new wire from Furnace to Thermostat (5 wires as properly needed)

  **** refused to repair pull new wire, but wanted to move forward with thermostat only.  She insisted it always worked this way, we educated the customer on phantom power and directly replaced it as it existed. ( HEAT, COOL, FAN, 24v) **NO COMMON WIRE AVALIBLE**

  Customer called on 12/20/2024 saying she does not have Heat and thermostat keeps dying.
  

  **** was asked to move forward with quote # 26257431 (Pull 5 wires for $189.00), she again refused BUT DEMANDED SAME DAY SERVICE.

  Job# ******** was completed at 12:02PM on 12/20/2024 - Technician onsite manually charged thermostat with cell phone charger and again told the customer this thermostat will continue dying until she installs proper wiring. (A common wire)

  **** again refused moving forward with pulling wire for $189.00

  Upon collecting payment - **** also refused to pay her $89.00 service visit for the day.

  We waived this service visit charge and made it clear - Until proper wire is pulled, **** will continue having power issues
  

  Technical:
  While your thermostat may not technically need a C-wire to operate, it gets the power for its screen and Wi-Fi capabilities through phantom power or power stealing. Basically, this means your thermostat gets a kick of extra power whenever your HVAC system is running.
  If it does not cycle often enough, the thermostat will run out of power.  
  
  **** needs a common (5th wire) and has an open quote.  She will continue having this problem until she moves forward or has another provider install proper wiring.

   

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23118827
  
  I am rejecting this response because:

  He still going to charge me for something he did wrong my air Conditioner is not working at all you   rigged my air Conditioner my fan wire is hanging out took fan wire off as a common that's why the blower fan air Conditioning isn't working so you are a liar liar liar my wires are messed up because you RIGGED!!!!  And you dont want to take responsibility for what you did you are a bad company my air Conditioner was working great until you step in this is the kind of business you do to people you rig people wires and you blamed then the Better Business Bureau I dobt know how you got to put an answer in because you are past the date and how come the Better Business Bureau let you still answer LIAR!!!!! 
  
  **** *******

  Business Response

  Date: 05/01/2025

  **** closes with, "I want my air fix and I want wire fix for free hope you guys help."

  **** has been provided an estimate and refuses to move forward. 

  The bill she attached is for a Nest Thermostat, it does not solve her wiring problems.

  Until she pulls wire from her furnace to her thermostat she will continue having problems.
  

  All calls have been recorded and she has been told numerous times, but just wants work for free.

  We waived her last service visit charge in good faith, there is nothing else we can do.

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23118827
  
  I am rejecting this responsSincere
  

  You never called me back messages and FB messages we're sent and I waa told you we're suppose to call me back another lie that was put in my first statement.  The second thing is my Air Conditioner doesn't work because you rigged wires for my air conditioner not to work I told you not to do that that you know that is illegal to do this is what the complaint is about I never needed a 5th wire before,  the owner before me never needed a 5 wire.   Dont lie about me I never stated that I was or wasn't going to do that and how do you know because when I continue to call you you never called me back  I know why you never called me back because ypu know you rigged my system up which is illegal and my air conditioner is not worker and you want to put the blame on me I have a wire that is a fan wire that is hanging that is why my air conditioner is not working so... you did something illegal to my system which you can get in trouble for and you are a big Liar because the Better Business Bureau nothing going to do anything 

  
  **** *******