Complaints

This profile includes complaints for Home Comfort Experts's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Home Comfort Experts

  56848 Ferrettie Ct Mishawaka, IN 46545-7480

  
• 

  Home Comfort Experts

  919 Production Rd Fort Wayne, IN 46808-1270

  
• 

  Home Comfort Experts

  3505 Redbow Dr Valparaiso, IN 46383

  

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:07/05/2024

  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.

  In August 2022 Home Comfort Experts (HCE) installed a new furnace & A/C at our home. On March 15, 2024 we had our furnace serviced and the Tech accidently forgot to reconnect the condensation hose causing our laminate flooring to become water damaged & warped. HCE sent out Town ******************************* removed a 3' x 4' section of our floor and replaced it (temporarily) with cardboard and red duct tape. *************************, Brand Safety Leader from HCE came out and determined that 380 sq ft area needed to be replaced. He requested we look for flooring & choose one we liked. We went to 7 different flooring companies and selected the laminate flooring that would go best in our house, however he claimed that the pricing was too high. We were told after searching for flooring that HCE would only pay for $2.50 - $3.00 per sq ft and **** would do the installation himself. None of the flooring at that cheap price met our requirements and we found flooring at $5.00 per sq ft. which is a reasonable price (we are not interested in purchasing the most expensive flooring available). Since this impasse, our claim was forwarded to their insurance company (********) who asked us to get two quotes, which we did and then they low balled their offer at half the cost of the quotes. I have written to ***************** the Owner of HCE and still have not received a response. All I am asking is they take full responsibility for damaging my laminate floor and fully replace it with Core-Tech Bravado Pine #VV456-0705 from ****** Floor Covering in Elkhart or ***** Floors in *********. I expect them to fully pay for the materials and installation since they damaged my floor and caused me a great deal of stress and inconvenience.

  

  Business Response

  Date: 07/15/2024

  Thank you for bringing this matter to our attention and we apologize for any inconvenience you may have experienced. We thank you for your patience and understanding as we work to resolve the issue.
  

  We are following up with our insurance adjuster to see how we can further advance the resolution of this matter, as you stated this has been handed over to our insurance adjuster and is therefore being handled directly with ********. 

  We value your feedback and it helps us improve our service and ensure that such issues are addressed promptly. Please don't hesitate to reach out to us directly if you have any further concerns or questions.
  Thank you once again for your understanding and for giving us the opportunity to make things right.

  Customer Answer

  Date: 07/15/2024

   I am rejecting this response because: Home Comfort Experts ***************** Sedgwick is only offering to pay $4,116.22 to replace my floors when the quotes submitted to them were for: $5,890.39 - ***** Floors & $7,484.66 - ****** Floor Covering.  I expect the full price of one of the two quotes.
  
  
  

  

  Business Response

  Date: 07/19/2024

  Hello,

  The offer you received exceeds the damaged area allowing all the flooring to be replaced to provide a seamless replacement, the offer includes installation and materials needed less depreciation in the amount of $4,116.22. Since an agreement could not be made in house with Home Comfort, this is being handled with a 3rd party insurance adjuster and is no longer handled in our office. All negotiations and claim handling will need to be directly *********************. If you need further contact information for them please call our main office and ask for ****** or **** and we will be happy to help you navigate contact with ********.  

  Customer Answer

  Date: 07/19/2024

   I am rejecting this response because: Home Comfort Experts is not taking responsibility for the damage they incurred and are passing it off to a third party.  The Third ***** ********************* is not reimbursing us for the full amount of the replacement of the flooring HCE damaged.  If full payment (from the estimates) is not paid, then this will be taken further to Small Claims Court.
  

• Initial Complaint

  Date:06/17/2024

  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.

  In Nov 2023 we were having issue with our heating not coming on, Home Comfort had recently done the winter tune up of our HAVC system. *************************** was our technician, and he inspected the furnace, the only thing he found was a visually darken marks on the ********************** which he called " Burn Marks" he determined by visual observation that the ************* was bad. He did no testing of the board. He quoted a price of $738.00 for the replacement board. I question that cost as I use to do pool heater repairs in my business, (I retired 10 years ago) and ************* where never that expense. He proceeded to tell my wife and I that this will leaded to a catastrophic failure of the furnace and we would loss heat. I've been able to get the furnace to restart by resetting the breaker. ****** just used such graphic description of us being with out heat it scared my wife and she insisted on having the repaired done. He assured us that he could have the replacement part in two days as it was a Sunday and parts houses were closed. We paid for the replacement Board on 11/5/2023 Invoice # *******... we never heard from ****** it was about three weeks later that the same issue happen again. I reset the breaker unit came on .. we called Home comfort Expert. and complained about the lack of no communication. ****** called the next day and said he had the part. He came out on 12/14/23and replaced the *************.. Two weeks later we had the same problem... I called anther company. They came out showed me how the circuit board will give an error code and tell you exactly what is wrong.. so we waited until problem occurred again.. replaced the flame sensor, problem resolved for less than $150.00. 1) the ************* was not defective. I keep the old Board... 2) parts are readily available, Should of never taken 36 days to get.. 3)Cost is ******.. Not the $738.00 .. Home comfort Experts showed poor communication, knowledge, and false advise in dealing with us.

  

  Business Response

  Date: 06/24/2024

  Hello Kent, 
  Upon review of the account and images supplied the following information can be provided. Due to the ***** on the circuit board and no codes present at the time of the visit our technician used his technical judgment to determine he circuit board had failed. After completion of the circuit board repair the system was operating as designed. This repair corrected the problem to our knowledge.

  Upon hearing of your dissatisfaction, we offered to have a technician out at no charge to reevaluate you opted to have a different company out to provide service. Our work comes with a guarantee, we could have came out at no charge, reevaluated the issue, realized it was the flame sensor and replaced it at no charge.

  As for the price of the part it includes the part, the labor, as well as a 2 year warranty, therefore if the part was defective from the manufacturer or failed again we would replace it at no charge. As for the length of time it took to receive the part,the part had to be specially ordered from the Revolv manufacturer as our supply houses do not carry the part. Parts may be readily available online but we only purchase parts from trusted suppliers or the manufacturer directly. 

  Unfortunately, we are all humans who make mistakes and a misdiagnosis is possible in every industry, we attempted to make it right with a free second opinion, in addition to offering a club membership free of charge for a year for the inconvenience. All of which was denied. At this time no refund would be provided as a service was provided for a repair that would have been needed due to the condition of the circuit board. If you would like no further communications from us that can be arranged. We appreciate your business and value your feedback, it allows us to better understand the areas in which we need to improve and grow. If you need anything further please do not hesitate to reach out to the office to discuss this further. 

• Initial Complaint

  Date:05/20/2024

  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.

  We paid for a year contract for hvac in May 2, 2024 and we agreed that day for annual maintenance on our units. They installed a new filter and cleaned the outside ac condenser. We asked the tech **** to leave the ac on. We had no need to use the furnace or the ac since that time because the weather was comfortable. However, on Sunday May 19th the weather reached 86 and the house temp sat at 78. When we tried to turn the air down, nothing happened. We called Home Comfort Experts. ******* put us in a list for service on Tuesdaytwo days later. We called Monday to ask if we could be moved up because we are elderly. We were told by the company customer relations representative ****** that there were not enough techs to handle the load of calls necessary. We asked to cancel the contract at that time17 days later. We were told that although we were Club members there was no refund. Consumers beware of their service commitments. And NO REFUND POLICY. Although they said they emailed a contract out, it was not opened according to their records. We did not receive any email from them! Beware. We paid 200$ via our Chase credit card at time of service for the contract.

  

  Business Response

  Date: 05/22/2024

  Hello ******, I apologize you are having an issue with your air conditioning and we did not meet your timeline expectations for a service appointment. We strive to take care of all of our customers in a timely manner especially in conditions like these with extreme weather. I understand having to wait an extra day for service was not convenient and may have caused discomfort and for that we do apologize. However you are correct as stated on the signed agreement that was emailed to you again yesterday and we show record of the second email being received and opened there is no available refunds for our club memberships. If you would like to use the maintenance visits included in the club membership you are welcome to. We would appreciate the opportunity to provide you excellent customer service. We appreciate your business and again we apologize for any inconvenience. If you need further assistance please reach out to us directly at the main office at ************!

  Customer Answer

  Date: 05/22/2024

   I am rejecting this response because:

  1.  I did not receive an email that disclosed no refund policy when I signed up on May 3. I even checked my junk mail. 

  2.  I would not have agreed to a service contract that makes me wait 2 days for service. This was not explained to me by the technician initially. 
  

  3.  I believe I have been treated poorly by this organization and in a way that is not customer oriented. 
  

  4.  I did not know that a contract would be emailed to me because the technician didnt mention it. 

  
  
  

  
  

  

  Business Response

  Date: 05/22/2024

  I have attached the signed agreement to this response. This is the same form each Club member signs and it states clubs are non refundable. Our typical service availability is same day service, due to the surplus of customers without cool we were not able to provide same day service to you, this is not typical for us. Again we apologize we did not meet your expectations, however a refund is not available for the club membership per our policy.

  Customer Answer

  Date: 05/23/2024

   I am rejecting this response because:
  The technician had an iPad that he scrolled through and told me to sign when he visited. He did not explain what the documents were that I was signing. I couldnt read it clearly. We are elderly with chronic health conditions and needed prompt attention. Where is the satisfaction guarantee under these conditions?
  
  

  

  Business Response

  Date: 05/29/2024

  Hello, 

  While I understand the resolution is not what you were anticipating our company policy is that club memberships are not refundable, as stated before you are welcome to render the services provided to you with the club membership you purchased but a refund is not available. You are welcome to use the maintenance visits during heating and cooling season as well as a plumbing inspection at your convenience. 

  We offer a satisfaction guarantee on any services rendered at this time no services have been rendered.  

  We value your feedback and it helps us improve our service and ensure that such issues are addressed promptly. Please don't hesitate to reach out to us directly if you have any further concerns or questions.

• Initial Complaint

  Date:05/01/2024

  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.

  I received an estimate on March 12, 2024, to have three mini split units installed in my home. During the appointment I said if we need to upgrade our breaker box/electrical panel we do not want to go forward with the ** install as we do not plan to upgrade this for another 2-3 years. This was my only concern. I was assured by the sales representative, ***************************, that we would not need to upgrade this to accommodate the new **s. He even made a call to his manager this is who ******* said he spoke with and after the phone call he reassured me we would not need to upgrade the electrical panel. The **s were installed, and I was told the electrician would come out to finish the job and I would be contacted to be put on the schedule. I was not contacted and had to call. The electrician came out to finish the project. He informed me they would be unable to complete the installation because we needed to upgrade our electrical panel and it would be an additional fee. He left and their company called me back to inform me this would be an additional $4,500. I said that we had already paid for this job through Home Comfort Experts and to speak with you. Then I received a text from *******, the original sales representative advising the electrician notified HCE that if they did the install, it would be over the total amperage it can handle, and we would need to upgrade to a 200-amp panel. He then said, our normal panel upgrade for a 200-amp service is $4,500 but since it would be a panel upgrade with your mini split and no stand alone, they said they could knock off $1000 and only do it for $3500. Or alternatively you guys could utilize your own electrician. I replied after he sent me a copy of the original quote advising that I was told by him that if we didnt use our pool heater, we wouldnt need the upgrade. I reminded him that this sort of upgrade was not something we were prepared to do for another two years and we do not want to move forward if an upgrade is needed. He reassured me that if we do not use our pool heater that it wouldnt be an issue. He said $3500 is a great deal on a 200-amp panel and he regularly sees companies that charge $5,000+ and that this would only change our monthly ***** Fargo payment by about $40/month. I replied that I am in the property management business, and we normally spend $1,500-$3000 for this type of upgrade. That this job was paid in full to you guys by **************** when we opened a credit card with them. I asked for him to escalate this to management as I was going to be out of town for a week, returning on Friday April 19th, as I will not be paying for any additional services. I also said if we cant move forward then please schedule these units to be removed from my home, have my home repaired, and refund me in full. I then had to reach out again Friday the 19th asking for an update at 9AM. I received a response at 4pm from ******* advising his manager would send someone out on Monday for an assessment around noon. I confirmed I would be available. Monday April 29th came, and the tech didnt show for the noon appointment. I called at 1 and said he would be there soon. 2pm came and I called back advising nobody had showed up and I had to leave in 30 minutes to pick my son up. The tech showed up at 2:40 as I was leaving my house, he said he didnt have my appointment on his schedule until I called at 1 and he was over an hour away. I let him in and told him where the panel was. I called again when I got home and was told I would be called back by management. I asked them to text instead because I work and am in and out of meetings. I never received follow up. I called Tuesday April 30th at 9:52AM and asked for an update. I was told I would receive a call back regarding the techs assessment of the panel by the end of the day. I never received follow up.I called again today, Wednesday May 1st, 2024 and was told I would receive follow up by 4pm. I requested an email of the manager who is supposed to contact me, this was not provided. It's now 5:46pm and I have not been contacted again for a third day in a row after multiple promises. Ive always had a great experience when using Home Comfort Experts for my plumbing needs and am a part of their Comfort Club Membership. I would like to continue doing business with them as I believe this to be a one off issue. Desired resolution: Either finish the installation without further exchange of money/funds, or un-install the **s, repair my home, and issue a full refund.

  

  Business Response

  Date: 05/10/2024

  Thank you for bringing this matter to our attention and we apologize for any inconvenience you may have experienced. We thank you for your patience and understanding as we work to resolve the issue.

  
  Our Sales Manager, *****************************, has made the decision to replace the electrical panel at no expense to you. We are navigating available appointment times with our electrician and will reach out with that appointment date as soon as we have it. 

  
  We value your feedback and it helps us improve our service and ensure that such issues are addressed promptly. Please don't hesitate to reach out to us directly if you have any further concerns or questions.
  Thank you once again for your understanding and for giving us the opportunity to make things right.

  Customer Answer

  Date: 05/10/2024

   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.

  
  

  Thank you.

• Initial Complaint

  Date:04/12/2024

  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 well documented my issues with HCE with reviews on BBB, ******* Yelp, etc. They lied about the services they were to provide, it took several calls and email threads to get 6 different technician visits to try and complete the services correctly (and still didn't as we have a non-working humidifier installed incorrectly which we never wanted and they failed to remove during any of the 6 house visits).The absolute kicker to all of that is that a month later they randomly start charging one of my credit cards additional fees! There was no communication at any time before or leading up to the mystery charge this morning. It has been reported as fraud with my credit card company as it was never authorized, and I will be getting a new card and card number.Between the abusive customer service (***********************), the lies from the PM/sales guy (***************************), the shoddy workmanship of service and install techs, and now the straight up fraud this place needs to be put out of business.

  

  Business Response

  Date: 04/22/2024

  Thank you for bringing this matter to our attention and we apologize for any inconvenience you may have experienced. We thank you for your patience and understanding as we work to resolve the issue.
  

  We may be experiencing some communication issues. We have attempted to get you on the schedule for our install team to return to your home to address the concerns you have mentioned but no return appointment windows were provided to us. If you would like to reach out to us directly we would love to get this corrected for you.  

  We value your feedback and it helps us improve our service and ensure that such issues are addressed promptly. Please don't hesitate to reach out to us directly if you have any further concerns or questions.
  Thank you once again for your understanding and for giving us the opportunity to make things right.

  
  

  Customer Answer

  Date: 04/22/2024

   I am rejecting this response because:

  the official complaint issued was over the ***** you committed by charging my credit card $15 out of nowhere

   

  
  

  

  Business Response

  Date: 04/29/2024

  Thank you for bringing this matter to our attention and we apologize for any inconvenience you may have experienced. We thank you for your patience and understanding as we work to resolve the issue.

  We have investigated this with our accounting team and our club membership coordinator, and we determined this was an office oversight. The $15 charge has been submitted back to the card billed. The charge was for a maintenance plan that costs $7.50 per piece of equipment but this was gifted to you at the time of installation providing you routine maintenance for 1 years time. This was never intended to be charged to you however an error on our side caused you to be charged. This has been corrected and you will not be charge again. We sincerely apologize for the inconvenience we may have caused.

  Thank you once again for your understanding and for giving us the opportunity to make things right.

  Customer Answer

  Date: 04/30/2024

   I am rejecting this response because:
  I have not received any refunds as stated in their response, further indicating their lies, fraud, and shady business practices. I receive instant notifications from my credit cards app and still show the charge of $15 on 4/13, no refund or reversals, and no adjustment deposits on their behalf. 
  
  

  

  Business Response

  Date: 04/30/2024

  Good morning, our accounting team notified me this morning that the refunded $15 charge was returned to us due to the original payment method no longer being valid. A check will be mailed in its place. Check refunds do take up to 4 weeks due to the processing method from our corporate office.  Please allow 4 weeks for this refund. Please don't hesitate to reach out to us directly if you have any further concerns or questions. Thank you once again for your understanding and for giving us the opportunity to make things right.

  Customer Answer

  Date: 04/30/2024

   I am rejecting this response because:
  
  Ill believe it when I see it. Given the false promises and blatant lies, forgive me for not just believing that a check is in the mail and should arrive in 4+ weeks

• Initial Complaint

  Date:04/10/2024

  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.

  Our central air unit had not been working correctly. Called Home and comforts out to check it out and see why our house wasn't cooling down like it had been before. Tech comes out to look at it. Tells us everything is fine. It is NOT FINE. We ended our membership that this house hold has had for OVER 10 years! Had a second company look at it, and our unit had been re wired incorrectly, in which it burned certains things out and wreaked havoc on our unit. Which NO LONGER WORKS. Called Home and comforts to let them know what their tech has done. They sent someone out. In which he confirms that it had been wired wrong. But tries to say that's not the reason our unit is broken. Which is BS. We were supposed to get a call back from home and comforts management about this issue. And have yet to even receive a call back in over 2 weeks. We have had nothing but problems with this company for the last 2 years. They are the ONLY ONES TO WORK ON IT SINCE OUR UNIT WAS PUT IN 10 YEARS AGO.

  

  Business Response

  Date: 04/19/2024

  Thank you for bringing this matter to our attention and we apologize for any inconvenience you may have experienced. We thank you for your patience and understanding as we work to resolve the issue.

  Our Operations Manager, *************, has visited your home to assess the situation, and we're pleased to inform you that the necessary parts for repairs have been ordered. Once the parts arrive, we will reach out to schedule a return visit to ensure that the equipment is fully repaired and functioning as it should.

  We value your feedback and it helps us improve our service and ensure that such issues are addressed promptly. Please don't hesitate to reach out to us directly if you have any further concerns or questions.
  Thank you once again for your understanding and for giving us the opportunity to make things right.

• Initial Complaint

  Date:01/22/2024

  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.

  We ordered a generator from Home Comfort Experts and they delivered it on Nov. 14, 2023 but never hooked it up. I am on 24 hr oxygen and am worried about a power outage (which happens too often). I have called their management AT LEAST 10 times (minimum) and have received only 2 calls back, neither taking care of the problem. Within the last 3weeks I have called multiple times to tell them to come and pick up the generator as we would purchase one from another vendor. I have gotten NO calls back nor have they taken away the generator. The purpose of buying this generator was for medical needs and this weather makes me extremely concerned regarding a power outage. For TWO MONTHS this generator has been sitting in our yard and I need help getting this rectified. I might also add that we were told we would need a bigger gas meter for the new generator so we purchased a larger meter for over $700 and still have no generator!

  

  Business Response

  Date: 02/01/2024

  Hello, we have made attempts to contact **** as well as her daughter **** to resolve this and have been unsuccessful. In order to resolve this we need to have return communication with this customer. We look forward to hearing from them and resolving this. Thank you. 

  Customer Answer

  Date: 02/01/2024

   I am rejecting this response because:
  
  Home Comfort Experts called to say (AGAIN!) that they did not have an electrician to complete the job, the same thing I was told twice before. They told me to Call if I had any questions. I have no questions at this time as they still have no electrician to complete the job. To say they could resolve this if they had return communication from us is flagrantly untrue!

  

  Business Response

  Date: 02/05/2024

  Hello, I apologize for any confusion and or miscommunication. We do not have an electrician on staff and source any electrical needs through a 3rd party licensed company. We were reaching out to gather your availability so that we could work with our 3rd party electrician to navigate a date and time to have this completed. Again, we would need return communication to get this scheduled. Please reach out to us with any questions and to provide your availability. Thank you.  

  Customer Answer

  Date: 02/06/2024

   I am rejecting this response because:
  I have not received any phone calls from you. Under the circumstances I would make myself available at ANY time you can arrange to complete this job. Please call me with a date for completion and I will most definitely be available.
  
  

  

  Business Response

  Date: 02/12/2024

  We have organized with our 3rd party electrician to reach out to **** to schedule a time to complete this. Hi-************* will complete the electrical for the generator **** or **** should expect a call from them if they have not already been contacted. 

  Customer Answer

  Date: 02/13/2024

   I am rejecting this response because:
  
  I called Home Comfort yesterday to ask them to remove their generator from my yard as I have found another generator company. I was told that electricians were trying to contact me regarding the installation. I have received NO phone calls, NO texts and NO emails from anyone associated with Home Comfort Experts. Why would I not respond when my terminally ill mom cannot afford the risk of loosing electricity! The new company will have our generator installed within the next few days, I have patiently waited 3 MONTHS for Home Comfort. They are suppose to come and pick up their generator.I wont hold my breath.

• Initial Complaint

  Date:01/10/2024

  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.

  Provided sewer line work on 11/14/2023. They did not complete the job and left the work site a mess. Despite their customer agreement stating they would lay tarp to protect the grass. They failed to do so. The work was done on my neighbors property and he would really like to see something done about the mess they had left. He also states, I looked in the hole and thought that they damaged the pipe with the backhoe. Just the top was broken where they dug it up. They scraped the top off of it,fixed the damage they did and left as fast as possible. We both have tried to contact the company several times since the incident and are only told we will get a call back. *** asked for the pictures they stated they took but have not given them to me. The initial complaint I made to them, they had the service leader, ********************* come out to see the problem. I explained the mess they had left including how the entire crew left their orange gloves at the site and how they were supposed to use a tarp. All the worker could say was, Im sorry. I asked if and when they will reseed as the entire lot is now dirt. He replied we dont do that despite me having it in writing. He said I need to take that up with management. Which is what *** attempted to do. Any contact or explanation has yet to be given. I have been calling every other day and each time they say a manager will reach out that day. It has never happened. I would like some type of reimbursement for the contractor we will have to higher to fix the lot or just completing what they stated they would do.

  Customer Answer

  Date: 01/10/2024

  I am the customer who hired the company. The only work/damage done, was on my neighbors lot due to the sewer line running under his property. Im trying to get in contact with them because the lot will need leveled and reseeded due to home comfort experts not completing their job as stated in the agreement. 

  

  Business Response

  Date: 01/23/2024

  After review customer was absolutely right a flyer was left behind, the technician promised items that are usually not part of our process. We will honor any promises made within the contract. Once the weather breaks and the ground thaws we will absolutely fix the yard as noted in the flyer left with the customer. 

• Initial Complaint

  Date:12/18/2023

  Type:Customer Service 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 bought a furnace from them almost 13 years ago. I was paying a $12 a on fee for maintenance. They raised the price to $15 a month. I continue paying this every month for 13 years. It automatically comes out of my bank account through an ach payment. Every month it has come out and now they are harassing me and getting smart-alecky with me and and complaining that I am late. Now they are refusing to do my scheduled maintenance.

  

  Business Response

  Date: 01/10/2024

  The customer was upset when speaking to our office in June 2023 over the price increase that all of our Comfort Club members received. She was belligerent and cursing at our employees on the phone. We came to a resolution and her cooling maintenance was completed on 7.18.23, her heating maintenance was completed on 12.28.23 as well as a proposal for new equipment from our company the same day. Customer is currently signed up on our ******************** Club program with automatically monthly withdrawals. 

  Thank you,

  ***********************

• Initial Complaint

  Date:12/14/2023

  Type:Billing 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.

  I had Home Comfort Experts ************************** Conditioning, come out to give me a quote. The sales person went over all the information, and even though they were not the lowest quote his presentation about #Warranty and ***************** and a free duct cleaning. He said I would also receive of my entire entire house. Since my house was a little more than 20 years old, the duct cleaning sounded great. He said it was free with the purchase and all I had to do was call and schedule it with, his office at my convenience. When I called the office I told him Im calling about my free duct cleaning and they scheduled it for me. Then, I believe two or three weeks possibly a month later I get a bill for almost $1600 for the duct cleaning! I talked to them and they never got back with me on their conclusion, they just sent it to a collection agency. This bill needs to go away, or my team of attorneys are going to pursue the amount plus my time that has been spent on this. The shifty sales person recently called me and said he took it off the price of the furnace and air conditioning so I could pay it later when I scheduled it thats a flat out lie and we never talked about paying for the duct cleaning at all, Free is free, we negotiated the price for the furnace& AC system on what I was comfortable with and were both in agreement on. I am a longtime business owner and BBB member with an outstanding rating. This complaint is because the principal of it and the lack of integrity, this company is showing.

  

  Business Response

  Date: 12/14/2023

  This has already been addressed between the office and the customer.

  There was a mix up in billing.

  Please let me know if there are any other concerns.

  Customer Answer

  Date: 12/14/2023

   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.