Complaints

This profile includes complaints for Comfortable Climate LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Comfortable Climate LLC

  14409 W Edison Dr New Lenox, IL 60451-3670

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  Comfortable Climate LLC

  1416 Rickey Dr Joliet, IL 60433-8542

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:11/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On 11/02/2022, this company was contracted to replace a part on our furnace. The home warranty company my husband and I went through was timely in responding back to us regarding our claim. However, the contractor, ********************* of Comfortable Climate, was not very responsive to my husband and I.I understand a part needed to be ordered, but he would not provide timely updates to us regarding the status of our claim. We had to constantly contact him daily, or the home warranty company to get the latest status. I just contacted him yesterday, 11/08/2022 as well as the home warranty company and he did not respond. I emphasized how cold it was in my house, especially in my daughter's room, but it seems like that really did not matter to him. On the morning of 11/09/2022, I tried contacting ********************* again and the home warranty company tried as well. Needless to say, no response once again.I am disheartened by the contractor's lack of professionalism in communicating with my husband and I. If no one reached out to him, he did not proactively reach out to us for an update. Therefore, I would not recommend this company if you require immediate repairs to a home unit, e.g., furnace. However, if you have nothing but time on your hands to waste, find it joyful to constantly reach out to a contractor that does not proactively respond to you, and don't mind being cold multiple nights while waiting for a furnace repair, ************************* is the man for the job.

  Business Response

  Date: 11/16/2022

  This complaint is definitely not valid. We do not even have a customer with this name. We do have a customer with his name through the home warranty company which is the company that hired us to provide service to one of their customers not our customers. When we received the claim and we scheduled it once we diagnosed the system we recommended the furnace be replaced to the warranty company the warranty company went back and forth with us about replacing it stating that the system was under manufacturer's warranty and that they will not provide a new replacement furnace. We contacted the manufacturer and got a timeline on the part of availability which they said would take about 5 days approximately. This was on a Thursday so it was Tuesday or Wednesday that they were letting us know that be the earliest we receive it. We did update the customer once we had information to update them on. The customer then wanted to know okay can we update them when we don't want information we stated there is no other information to update you on unless we receive new information or we receive the part. The wife was a little more pushy about being updated and did not understand that why does she require a call if there's nothing new to be said. The husband understood and said well just please make sure once you know something you update us we said okay thank you they called us Sunday they called us Monday we return to call Monday to reiterate the same thing they called us Tuesday which we did not return that call because we already stated there was no information on Wednesday we called them once you receive the part we already had one call from the wife and one call from the husband ***** what's going on once we got the part we call them and we said we are parked in we did have you on your schedule like we said what time are you available. The wife stated that they got somebody else due to our negligence and communicating with them and that they call their warranty company and somebody would be there Friday. Her initial complaint is about spending days in the cold and this taking too long yet she goes off because she's the phone is not answered at her timely response that she says yeah she's going to go two more days just to get a company to go knock on her door and see what's going on then has to go to the park through the manufacturer and take another five days just to get her situated and complete. If she would have spent this amount of time on her warranty company they would have updated her her policy the guidelines and the procedures. Which we were in line with and did not break any rules nor make any promises that we did not complete. I understand we've been in business for a while with a small company but we definitely understand that the homeowners need us as well as we need the homeowners but some homeowners should not be taken upon as customers. The husband I would love to speak to him and work with him whenever he's very understanding and understands when we will contact you once it's new information or once we get the part either Tuesday or Wednesday he understands just what that means. It seems like the wife does not understand what that means and she wants answers and demands answers can we don't have answers to nor should questions be asked in regards to this after we explain to her and him what the situation was. The only thing we would have done different is explain to her that we will not be calling back just to tell her the same information we've been given a certain time and time again that's the only thing we could have done different. Or just not taking her claim after we seen that she was going to be a difficult customer. 

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18379851
  
  I am rejecting this response because: We were told that they would inform us with an update and I reached out to them after I did not receive a response.  I understand what it means to communicate with the customer and when you say you will update us and you dont, then yes I am frustrated.
  
  Sincerely,
  
  ********************* ******

  Business Response

  Date: 11/18/2022

  You're totally in your rights to be frustrated and Even more. We are a small family own company that does not have the ability to staff an extra employee in our shop/office. That is a major factor in regards to being able to respond to customers in a timely manner no matter why they call or what they need. We will submit a pre paid **** card for your service fee that you paid to us. This will be refunded just for that fact that our company thought we had and understanding on scheduling and part arrive timeline but clearly based on your statement we did not succeed. We try to provide customers with any new updates as they come in via warranty company or part updates but we will make it a policy to keep in contact every ***** hours on the status even if it's the same as we last spoke with a customer. I feel this will eliminate and Human error we may have in the future with communication between us and our customers. This can not change how you feel you were taking care of but we sincerely hope you have heat by now during this quick temperature drop. 

  Customer Answer

  Date: 11/22/2022

   
  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.

  Thank you.

   

  
  Sincerely,
  
  ********************* ******