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:03/27/2025

  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.

  On February 8, 2025, Top Comfort **************************** Conditioning was paid $930.14 to repair the furnace in my home. The technician **** ********* arrived first but could not fix the problem. He called his boss and they both worked on the furnace and left. After about 45 minutes of returning home, the boss returned because the furnace stopped working. I was informed that he destroyed my circuit board. I asked him to give me a receipt for the circuit board; he supposed to email it but have not to date. The boss stayed until about 10:00 at night to make sure the furnace worked. The furnace went out again so I called another person to service the furnace because I was upset and Top Comfort **************************** Conditioning had tried already. It was discovered that Top Comfort **************************** Conditioning left a zip tie in the socket, left the inner door off and closed the outer door that has the codes on the door. Placing the outer door without the inner door allowed the furnace to function but left a gap that left the furnace vulnerable to objects being sucked in which would destroy the furnace and disarmed the codes. The furnace functioned temporarity because a zip tie was placed in the latch for the door. It was also noticed that the single temperature snap action switch (that was supposedly installed), was not installed but left with black tape over the loose wires. Top Comfort **************************** Conditioning was contacted again regarding the furnace not working. **** *********, the technician, came out to check the furnace but another technician came at the same time who asked about the tape and door. Mr. ********* could not answer the questions and the owner was upset when contacted with the same questions. It was suggested that he reimburse part of the cost, which he initially agreed but called back a couple of hours later and said he changed his mind because he did his job.I would appreciate it if you can help with resolve of this matter with a reimbursement.

  Business Response

  Date: 03/31/2025

  We are disappointed to receive this complaint and feel it is important to clarify several inaccuracies and defend our professional reputation.
  
  To begin, the technician named in the complaint, **** *********, did not perform the service. The correct technician was ***** *******, who handled both visits. Which is a huge misaccuracy. Mr. ********* was only present during the thermostat installation and briefly at 10:00 PM to ensure the furnace remained operational after the job had been completed to collect payment and signatures.
  
  The claim that we left the furnace in an unsafe condition is inaccurate and misleading. There were no gaps in the unit that would have allowed debris or objects to enter the blower compartment. The system was left fully operational and secure. Even the suggestion that a zip tie may have been used on the door switchthough untruethe door switch is designed to remain pressed in when the door is closed and does not affect ongoing operation unless intentionally released. This claim reflects a misunderstanding of how the system works.
  
  The customer also alleged that a temperature limit switch was never installed. This is false. The switch was installed, and we are able to provide photographic documentation of it. In addition, we want to highlight the extra steps we took to ensure customer satisfaction:
  
  We replaced the thermostat at no cost.
  We provided a new 3-amp fuse for the circuit board, even though the existing one was new and functional. Just for the customer's security.
  We also cleaned the flame sensor as part of our diagnostic and service work.
  
  Despite these complimentary efforts, the customer was only charged for the limit switch, circuit board, and diagnostic feea fair and transparent billing based on completed work.
  It is also important to point out a clear inconsistency in the complaint: The customer claims they never received a receipt for the circuit board installation, yet they included that very receipt in the images they uploaded with their complaint. This contradiction undermines the credibility of the entire claim.
  
  When our technician returned for a second visit after being contacted again, he was met with hostility and found another **** company already working on the furnace. Mr. ******* was not asked any questions, only scolded, and was not allowed to assess or complete any service. This clearly shows the homeowner had already moved forward with another provider, yet still sought reimbursement from us.
  

  Furthermore, Mr. ***** ****** signed documentation confirming the job was completed to his full satisfaction, and provided a separate authorization signature for the full invoice amount. He was present during the entire repair process and personally observed every part installed.
  
  We also made it clear during our visit that the furnace was aging and likely to experience additional failures, and we recommended a full system replacement not to upsell, but to prevent further inconvenience and cost. Our intentions were to protect the customers long-term interests.

  
  At Top Comfort Heating & Air Conditioning, our reputation, integrity, and long-standing customer relationships are everything to us. We take great pride in standing behind our work and always doing whats right. We have reimbursed customers in the past when a clear mistake was madebut in this case, we did the job thoroughly, professionally, and with full transparency. The complaint misrepresents what happened and appears to be an attempt to shift blame and recoup costs after another company was hired.
  
  We remain open to respectful dialogue with Mr. ****** and Ms. ******* but cannot accept false statements that harm our good name. We have tried to reach out. Top Comfort remains committed to the highest standards of ************ and customer care. We hope future customers will recognize our integrity, professionalism, and the long-term trust we build with the people we serve.

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23124234
  
  I am rejecting this response because:  t is true that the interactions were basically with Shola (my spouse) on all three visits. Additionally, I was so upset when I returned home to find the furnace not working and the repair person on his way back that I did not think to ask for a name.  Shola (my spouse) explained that the guys had left but were returning to fix the furnace. He called them and told them that the furnace was out.  When the young man finally returned, I questioned why the furnace was not working and this is day two. He apologized and shared that he had to go through a myriad of codes to find the problem and that he would stay this time till it worked.  I asked where my circuit board was.  He informed me that he destroyed it.  I asked how?  He said Shola did not ask for it.  I asked for a receipt and he said we would get it later.  The technician and Shola stayed in the basement  until 10 ish.  Shola did sign the invoice not understanding that he should not sign approval knowing that each time the person put the inner door on the furnace, the furnace would go out.  It was explained to Shola that it did not matter that the inner door did not go on the furnace, we would have heat and the furnace would function.  He told Shola that it was fine to leave off the door and just have the outer door on the furnace.  It was a cold ***** degrees and with ****** limited knowledge and concern about me being cold, he signed the form.  A couple days later it stopped working. I called another HVAC and Shola called Top Comfort Heating and Air Conditioning.  The technician from Top Comfort Heating & Air Conditioning did talk with the new technician and shared that he did not do the work on the furnace that his boss did. 
  The person (boss) who Shola spent the time with spoke with the new technician as well.  The new technician asked about the tape, the door, and the danger and suggested he return, at least some of the fee due to the poor work and the fact that I had to call another HVAC person.  At that time, (the boss) said he would consider a reimbursement and would call us back.  He waited several hours before calling Shola back to say that he had considered it and decided not to refund any money because he had done his job. These are factual events.

  
  Again, while the technician names were not correct, my statements are accurate.  The company responded that I submitted a receipt when I actually submitted the invoice.  The respondents did not clarify why they **** the inner door off because the furnace would go out instead of fixing the furnace.  The tiny picture of someones switch is not mine.  The fact of the matter is after two days with three visits, Top Comfort Heating and Air Conditioning did not fix my furnace but rigged it to temporarily function which could have caused me my life or ongoing monies for them.  I should be provided receipts for the parts with the warranty and a partial refund.
  
  Sincerely,
  
  ******* ******-***

  Business Response

  Date: 04/01/2025

  We respectfully maintain our position regarding the service provided and feel it is important to correct several continued inaccuracies and reinforce our commitment to transparency, professionalism, and customer safety.

  
  Regarding ***********************start="605" data-end="608"> The customer has requested receipts for the parts we installed. To clarify, what was already provided was a complete itemized invoice, which clearly outlines the parts installed, services performed, and corresponding charges. This invoice is the standard and legally appropriate form of documentation across the **** industry.
  It is not standard business practicenor is it required by lawfor service contractors to provide internal supplier receipts or backend cost documentation. Those are considered proprietary business records, not customer-facing documents. In the **** industry and other service trades, customers are paying for the service of diagnosing, supplying, and professionally installing a working partnot simply the cost of the part itself.
  To be absolutely clear:
  You are not paying wholesale for a part; you are paying for a fully installed, functional component, backed by the expertise, time, labor, tools, and liability of a licensed contractor.
  What you receiveand what we providedis a detailed invoice, which satisfies all professional and legal requirements and clearly shows the parts used and work completed.
  

  Timeline ***********************start="1190" data-end="1193"> The customer claimed our second visit occurred on day two. This is inaccurate. The second visit happened just a few hours later on the same day as the first. Mr. ******* remained after the initial repair for approximately 20 minutes to observe the unit running properly. Later that day, the customer reported that the furnace had shut off again. The cause was a dirty flame sensor, which is a common maintenance issue. We responded promptly, and Mr. **** ********* returned that evening, cleaned the sensor, and stayed until the thermostat reached the set temperature in the 70s, ensuring the system was functioning before leaving at approximately 10:00 PM.
  

  No Charge for Second Visit or *************************start="1916" data-end="1919"> We did not charge for the second trip, the flame sensor cleaning, the thermostat installation, or the 3-amp fuse that we provided and installed on the new circuit board (even though the existing fuse was still functional). These services were performed at no cost because we believe in doing the right thing and standing behind our work.
  

  Circuit *********************************start="2273" data-end="2276"> The previous circuit board was not destroyed, as claimed. It was disposed of because it was no longer functional. We want to note that our customers are always welcome to request their old parts, but in this case, no such request was made. If a customer wants to keep any removed components, we will gladly accommodate that. The idea that the board was destroyed or hidden is simply not true.
  

  False Allegations of *********************start="2660" data-end="2663"> The claim that we left the furnace rigged or in an unsafe condition is both false and damaging. We would never perform or leave behind unsafe work. The image of the installed limit switch that we provided was taken directly from the customer's furnace. It was not a generic or unrelated photo. At no point did we bypass safety features, remove necessary components, or suggest running the furnace without proper panel installation.
  

  Work Was Properly Completed and ********************start="3153" data-end="3156"> We feel it is important to point out that Ms. ******* ******-***, who submitted this complaint, was not present for any of the service visits. While we respect her concern as a homeowner, it is difficult to accurately claim specific conversations or technician actions that she did not personally witness. This naturally affects the credibility of some of the statements being made.
  Mr. ****** was the individual directly involved during the visits, asked questions, monitored the process, and signed off on the invoice because he was the one who saw the work being done in real time.The work performed was clearly documented, and the invoice was signed by the homeowner, ***** ******, confirming that the job was completed to satisfaction and authorizing the payment. The invoice signed by Mr. ****** at 10:09 PM clearly states: I agree to the terms and conditions of this invoice, and that the goods and/or services referenced have been provided to my satisfaction. This was not coerced. He was present the entire time, observing the work, and personally approved the job. If there were any doubt about the works quality, that would have been the time to raise itnot after bringing in another company and seeking reimbursement.
  

  Services ************************** replacement
  Temperature limit switch installation
  Thermostat replacement (at no charge)
  New 3-amp fuse (at no charge)
  Flame sensor cleaning (at no charge)
  Second service trip (at no charge)

  We also recommended a full system replacement due to the age and condition of the furnacenot to upsell, but to provide a long-term, reliable solution. The recommendation was given in good faith to prevent future breakdowns.
  

  To **************************start="3961" data-end="3964"> At Top Comfort Heating & Air Conditioning, we care deeply about our reputation and the long-term relationships we build with our customers. We treat every home and every repair with care, professionalism, and safety in mind. We have reimbursed customers in the past when warranted, and we will always stand behind our work. In this case, the customers claims are inaccurate, and we provided quality service that met professional standards in every way.
  We encourage anyone reading this to review the facts thoroughly. We stand by the quality and integrity of our work and remain committed to doing right by every customer. While we are open to respectful conversation, we will not support or validate false and damaging accusations that aim to harm our reputation.

  
  

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23124234
  
  I am rejecting this response because: it appears that the respondent for Top Comfort Heating & Air Conditioning have decided to fabriate the details of the events around my furnace.  The only error that has been made in my statement is the names of the technicians.  I will refer to my spouse henceforth as *** **

  
  As for the timeline, Technician #1 arrived on February 7th about 10:50 p.m.  While Technician #1 was looking at the furnace, I asked if we needed a new furnace.  Technician #1 informed us that though it was older,it was in good condition.  After about an hour, Technician #1 said that he did not have the tools he needed but would return the next day.  Technician #1 left on February 7 around 11:45 p.m. only to return to the door at about 11:47 saying, My boss was asking how was you going to pay for the service call.  *** ** told them that he told them over the phone that he would not pay for the service call. They talked till about 11:50 ****** the door before the technician finally left because *** * refused to pay.

  
  The same technician returned to our house at 9:54 am on 02/08/25, I was not home; *** * was handling the situation.  A second ******* Technician #2, arrived at 11:37 am and was met outside by Technician #1. *oth Technicians left the house at about 1:08 p.m.  They did not have the credit card machine for payment.  The furnace went out while Technician #1 and Technician #2 were gone and *** * began to call.  He was upset because the grands were coming.   Technician #2 returned about 4:26 p.m. after I returned home. Upon his arrival, I was upset and asked what he had done. He explained that he cleaned the burners, installed the thermostat and a circuit board. He said he had to go through a number of codes to find the problem. 

  
  In retrospect, it is strange how Technician #2 said he had to check more codes when you need the inner door of the furnace on the furnace to see the codes.  The new tech informed and showed myself and *** * how critically important the inner door is. The inner door to the furnace has a sensor that enables a light to blink several times when there is a problem with the furnace.  The number of times the light blinks coordinates with the codes on the outside of the inner door that identifes the problem with the furnace.  The outer door of the furnace also protects the furnace from dust, debris, insects etc. while allowing the furnace to breathe.
  
  The new tech was baffled that the inner door was on the side of the furnace.  When he opened the outer door, he immediately saw the zip tie holding the space for the latch on the door.  As for the sensor, there were wires wrapped in silver/gray  tape.   The new Tech put the door on and the furnace quickly went out. One of the problems was the flame sensor missing which caused the furnace to code when the inner door was put on.
  
  While talking to me when he returned, Technician #2 said he had to continue to look at the codes to find a solution.  I asked for the original circuit board and Technician #2  asked me for what. We went back and forth but more importantly, it was mine and he had no right to destroy it.  How can I know that it was replaced?  Initially Technician #2 said that *** * did not ask for the circuit board.  Technician #2 asked to be paid and  I asked to see the invoice. Technician #2 refused to provide me with the invoice.  He said, You pay for your groceries before consuming them. With this nonsense, no heat, dropping temperatures, and the grands on the way, I told *** * to handle the situation. 

  
  Technician #2 later came up, apologized and said he would provide the receipt as he understood about people fearing being ripped off.  He once worked for a larger heating and cooling company and saw firsthand how they overcharged people.  My grands arrived.  Technician #2 met my son who dropped the grands to me.  *** * stayed with Technician #2 because he wanted to make sure there was heat because of myself and our grand.  Technician #2 stayed till around 9:26 p.m. at which time he was paid and left. I did not see the invoice until after the transaction. 

  
  I have attached pictures of Technician #1 from my ring camera and have additional pictures on my ring camera which shows that the technician from Top Comfort Heating & Air Conditioning first visited my home on 02/07.  I can also share phone records of calls to Top Comfort Heating & Air Conditioning which begin on 02/07 at 8:58 p.m.  The wrapped wires where the sensor would have been are shown on the IMG_3072 picture which was previously posted with the original complaint.

  
  I asked *** * about the notations on the invoice ie informed of the need to replace the furnace.  *** * said that Technician #2 showed him the cost, and where to sign.  He was very friendly so he signed.  He said that he was not shown any other part of the invoice. He too was surprised when I printed the invoice to show the new Technician the work that was done.
  
  As for the following:
  Services ************************** replacement Was it placed or cleaned?  No evidence of new or replacement
  Temperature limit switch installation There were taped wires
  Thermostat replacement (at no charge) This started because I purchased the thermostat because I felt it was the thermostat going out not the furnace.  Yes, you agreed to install it for *** ****** at no charge.
  New 3-amp fuse (at no charge) Why a new 3-amp fuse if circuit board is new?
  Flame sensor cleaning (at no charge) flame sensor not installed.  Great concern.
  ************** trip (at no charge) *** ****** said he told he informed the person who answered the phone that he does not pay service fees for estimates.  Technician #2 admitted that was true. 
  

  The fact of the matter is that the technicians from Top Comfort Heating & Air Conditioning arrived to my on on 02/07. In the end, they did not fix the furnace as evident in that they could not put it back together properly and have it function.  The inner door was left off because the furnace kept shutting off when the door was added which is why Technician #2 put it on the side of the furnace and put on the outer door of the furnace.  The patchwork did not last long enough to go unnoticed.  

  From this experience, I have checked the cost of the circuit board at ***** and other companies and have looked for part #T600349 and have not been able to find it.  An equitable solution would be to refund no less than half of the fee charged as previously discussed.

  Sincerely,