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Business Profile

Heating and Air Conditioning

Obie Comfort Solutions
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Obie Comfort Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:11/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Date of transaction: 11/7 I had a furnace that needed a gas valve and control board replacement under warranty. I was charged $1000 (minus $100 warranty service fee and $100 member discount) for a job that took 1.5 hours. This was based on a flat rate fee for warranty replacement per the company. I was originally told this job would take 3 hours, which it took half of the time. I am filing this complaint to ensure that their pricing/business model is fair as when broken down by hourly rate, it seems very unreasonable.

      Business Response

      Date: 11/15/2024

      Thank you for your feedback. We appreciate you taking the time to share your experience with us. 

      On November 3rd, our technician provided a diagnostic and identified the need for a gas valve and control board. The following day, we promptly provided a quote, which was accepted once the estimate was signed so that we could move forward with ordering the parts. 

      Once the repair was completed the invoice was also then signed, authorizing that the work was done and that the client agreed with the charges presented. Our flat rate pricing provides us with the ability to quote out our repairs quickly to ensure that work can be accepted and completed as soon as possible. 

      I understand that you have concerns about the pricing, and I apologize for any frustration this has caused. Our team is committed to providing quality service and ensuring our customers are informed throughout the process to eliminate any miscommunication. We strive to be upfront about all of our costs prior to any work being done. 

      If you would like to discuss this further or have any additional questions, please feel free to reach out to our office at ************. 

      Customer Answer

      Date: 11/25/2024

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      I would like BBB to assess the billing structure of **** to ensure they are charging customers fairly. $800 for a 1.5 hour service is unreasonable. 

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      *****

       

       

      Business Response

      Date: 12/11/2024

      Thank you for sharing your feedback. We truly value the input of our customers and strive to ensure a transparent and fair pricing structure. Our pricing is carefully developed to reflect the high level of customer service and value we provide, as well as to support our team of skilled professional who are dedicated to delivering top-quality service. We believe that investing in the best team possible ensures that we can consistently meet the needs of our clients and provide excellent results. 

      We understand that pricing is an important consideration, and we are committed to offering services that align with the value we deliver. We would be happy to discuss your experience further to address any concerns that you may have. Please feel free to reach out to us directly so we can resolve this matter. 

      Thank you again for your feedback, and we appreciate the opportunity to improve our services. 

    Obie Comfort Solutions is BBB Accredited.

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