Complaints

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

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  Carolina Comfort Air, Inc.

  5212 US 70 Bus Hwy W Clayton, NC 27520-6813

  
• 

  Carolina Comfort Air, Inc.

  703 N Clinton Ave Dunn, NC 28334

  
• 

  Carolina Comfort Air, Inc.

  149 Rea St STE 200 Jacksonville, NC 28546-5717

  
• 

  Carolina Comfort Air, Inc.

  1809 Blue Clay Rd Wilmington, NC 28405-8058

  

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:04/15/2025

  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.

  We payed in cash for a Trane packaged **** system for our home. It was installed by the end of February 2025 using only two install technicians when it was supposed to be three. We heard them drop the **** unit off the truck. By March 4th the unit gushed water from all four sides and a tech checked it out and said it was fine. In less than 30 days when we turned on the *** the unit stopped working. The large fan stopped and the interior fan blew only warm air. After checking the unit. the technician blamed it on us for switching to AC from heat. The same tech came back on April 6th because the unit stopped again. This time he replaced the thermostat and said it was the interior blower motor. He said he would order the blower. Said it would be 1 to 3 days. Took 10. When came it was a different style motor looked totally different and also when installed ran backwards. We have had 7 service visits and still doesn't work. Old motor is back in the unit with no resolution from Carolina Comfort Air

  

  Business Response

  Date: 04/23/2025

  Thank you for speaking with our service manager and for allowing us the opportunity to address your concerns. We understand your frustration and sincerely apologize for the inconvenience youve experienced following the installation of your HVAC system.
  
  As part of our resolution efforts, we have removed the units and thermostat from your property and have also provided you with a cashiers check as agreed. We hope these steps demonstrate our commitment to making things right.
  
  While this is not the experience we ever intend for our customers, we appreciate your patience throughout this process. If you have any additional questions or need further assistance, please dont hesitate to reach out to us directly.

  Customer Answer

  Date: 04/23/2025

   
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/09/2025

  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 have a one-year warranty with Carolina Comfort Air through my new construction home. At the end of February I made a call to have my unit looked at because the heat wasn't working. It was determined I needed a new compressor and some other parts. The parts were ordered and this was all handled in a timely manner. A technician came out and fixed it on 3/11. On 3/30 the unit again wouldn't work, this time when I turned on the *** I called and someone came out that day and determined that it was the reversing valve and that needed to be replaced. The parts were ordered and was told I should hear something about it in a few days. After about 4 days on 4/3 I called for an update and was simply told "it's coming any day now". I expressed my concerns about a hot house and the fact that I have a newborn, but nothing was done. I called again on 4/7 for an update and no one came to the phone from the parts department, so they sent an email and said I would be contacted. Didn't hear anything for hours, so I called again and once again no one came to the phone from the parts department, another email was sent. Called today and the parts department didn't answer but told the customer service person to tell me that they had inquired about the tracking and would let me know. Still haven't heard anything. I'm not so upset about waiting for a part, but I don't like feeling like I don't matter. Maybe it's because it's a warranty and free, but I should be treated just like any other customer. The lack of communication from this company has been awful to say the least. What bothers me is that they came out to fix one thing and then about 3 weeks later something else needs to be fixed. There is no communication and no one seems to be trying to rectify this. The first tech didn't catch this and now I'm being dodged about a part for something else that needs to be fixed. I would at least appreciate transparency about where the part is and what the timeframe will be.

  

  Business Response

  Date: 04/11/2025

  Thank you for taking the time to share your experience.We sincerely apologize for the frustration and inconvenience this situation has causedespecially with a newborn in the home. We understand how important it is to have a comfortable environment, and we truly regret the communication gaps you experienced during this process.
  
  After reviewing your service history and internal notes,here is a summary of the timeline and the actions we've taken:
  
  On February 29, you reported a no-heat issue. Our technician determined the compressor and other components needed replacement.These parts were ordered and installed on March 11.
  
  On March 30, you contacted us again when your AC stopped working. Our technician diagnosed a failed reversing valve, and we placed the part order on March 31 with standard shipping, as it was confirmed in stock.
  
  Between April 38, you reached out several times for updates. During this time, our parts team was actively following up with the distributor to obtain tracking details, which we received late on April 8.
  
  On the morning of April 9, our team reached out to provide the tracking update and left a voicemail. We're pleased to confirm that the part has now been delivered, and we are scheduled to complete the installation tomorrow, April 10.
  
  We understand and agree that warranty customers should receive the same level of care and communication as any other customer. Your feedback has been shared with our leadership team and will be used to improve our processes moving forward.
  
  Thank you again for your patience. Were committed to seeing this repair through and ensuring your system is operating properly.

  Customer Answer

  Date: 04/11/2025

   
  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.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:03/14/2025

  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 3/12/2025 i had Carolina comfort come to my home for a second maintenance. the first one went amazing, the guy was awesome. This time was crazy. The guy first off after showing where heat pump was stated that next time i needed to vacuum in there rudely when the only dust was around the bottom of the drain pipe where the tape is on the floor. Otherwise the area was clean. Same guy also once done left my air filter out and never put it back in, i never noticed till hours later sitting beside the unit. The guy after disconnecting my water hose never re-hooked it back up. I only noticed this as went to water plants and no water. When trying to hook back up the hose I noticed the right side of the nozzle where the s**** is was broken. I called in a complaint on 3/12/2025 about this and to get out of my contract as 6 months left. I was advised a manager would contact me back that day. No one called me. Today I called back and was advised the manager was in meetings all day and would call me sometime, no time frame just sometime. This receptionist was also today as the same from yesterday a little rude like irritated as I called back and at the end of the call when i was asking when she hung up on me. I wish to get out of my contract with no more money owed over being treated this way, or have a plumber come out and fix my nozzle hookup and some type of compensation for being treated rudely by 2 employees of this company and avoidance from the local manager.

  

  Business Response

  Date: 03/14/2025

  We sincerely apologize for the frustration and inconvenience experienced by ********** during his recent service visit. Providing exceptional customer service is a priority for us, and we regret that this experience did not meet our standards.
  
  To address his concerns, we have canceled his maintenance plan with no further charges and have written off the remaining balance of $140.91. Additionally, we have reviewed this situation internally with our team to ensure that future service visits are handled with the professionalism and attention to detail our customers expect.
  
  We understand Mr. ******** concerns and have made attempts to reach him via voicemail to discuss this further. We welcome the opportunity to speak with him directly.
  
  We appreciate the opportunity to address this matter and improve our service. If there are any further questions or concerns, we are happy to assist.

• Initial Complaint

  Date:01/15/2025

  Type:Billing 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.

  Predatory Business Practice: Carolina Comfort Air called me to renew my HVAC policy and I told the customer service *** I was not going to automatically renew by providing them my new credit card because I am active duty military and moving to ******** and would rent the house. The ***resentative called me every week for months to see if my situation had changed and automatically billed me for a service I never received and turned the amount of $281.82 to the ***************************** (Reference: (*******) for collection. Here is a recap of the facts: 1. When Carolina Comfort Air called me to renew, I told them I was active duty military and moving and would not consider renewing until I settle at my new home in ********, 2. I never received a ************ to be charged the $281.82, 3. Carolina Comfort Air not only charged me for a service I have yet to received but then turn it over to third party collection. 4. Several phone calls to Carolina Comfort Air result in the notion they are justified for the charge. 5. This is clear a predatory practice after I clearly communicated my unwillingness to even consider renewing the ************ in the future until my situation stabilized.

  Customer Answer

  Date: 01/15/2025

  Sorry for the confusion. The business is carolina comfort air

  

  Business Response

  Date: 01/23/2025

  Thank you for taking the time to share your concerns with us and for speaking with our Service Manager. We sincerely apologize for the misunderstanding and any frustration this situation has caused. We were not fully aware of your situation, and we deeply regret any inconvenience our communications may have caused during your transition.
  
  Please know that we have canceled your membership and removed your account from the collections process and provided you with documentation. Carolina Comfort Air greatly values our customers, especially those who serve our country, and we are committed to resolving this issue to your satisfaction. If there is anything further, we can do to assist you, please dont hesitate to reach out.Thank you for bringing this to our attention.

• Initial Complaint

  Date:09/30/2024

  Type:Sales and Advertising 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.

  This summer I had water damage issues from old duct work and condensation problems. I purchased a dual zone Trane HVAC system from Carolina Comfort Air and it has been three months installed, multiple trip charges to my home and it still does not work. I have paid for this unit, ******. Recently paid for home repairs and the water from condensation is still dripping from my air vents, damaging my newly painted ceilings. This company is rated 4.8 and I even rated them 5.0 for their service, but now wish I had given them a 1. Their crew definitely needs more training in their field. I definitely think I deserve a break on the cost of this job too.

  

  Business Response

  Date: 10/09/2024

  Thank you for the opportunity to address this complaint. We take all BBB concerns seriously and have worked closely with the homeowner to resolve the issues they experienced.
  
  Upon inspecting the system, we found that the boots on the second floor were not insulated, and the attic insulation was insufficient. Additionally, some older R4 ductwork in the ***** was still in place, which contributed to the condensation problems. We promptly completed several corrective actions, including:
  
  Insulating all second-floor boots.
  Fire foaming all ***** penetrations to enhance insulation and prevent air leakage.
  
  We spoke with the homeowner on Friday to follow up on the repairs, and she confirmed that her general contractor was insulating the attic that same day. She expressed satisfaction with the work we completed and mentioned that her home is now much more comfortable. Based on our conversation, she indicated her willingness to amend the complaint once the process is complete.
  
  The homeowner is pleased with the corrective measures we've taken and is happy with Carolina Comfort Airs service. We appreciate her cooperation throughout this process and remain committed to resolving any future concerns promptly. If further documentation or details are needed, please let us know.
  
  Thank you for your consideration.

  Customer Answer

  Date: 10/09/2024

   
  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.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:02/07/2024

  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 purchased a house in 2015 and was told to call this company to activate my 10 year warranty and I did that. I have had several issues over the years with this system that was done under warranty. Now eight years later I find out the 10 year warranty was never activated and I am on the hook for **** dollars in repairs on this system. All they can tell me is that it was never activated. I cannot prove it because I do not record my phone conversations but this is a tragedy for me all because someone didnt do their job. Im sure many homeowners are being taken advantage of in this way. What is worse is that when I spoke with the manufacturer, the system was still registered under the builder name. So apparently I never had ownership of this system but Carolina comfort air continued to do work on this system in my name.

  

  Business Response

  Date: 02/09/2024

  Thank you for taking the time to speak with us today and for bringing this matter to our attention. We apologize for any inconvenience you have experienced regarding the warranty activation for your system. We understand your frustration and share your concern about the situation.
  
  As we discussed, upon reviewing our records, we regret to inform you that we have no record of receiving a warranty registration card for your system, a phone call or online registration. It's important to note that it is the homeowner's responsibility to mail in the warranty registration card, call us directly or submit an online registration within 60 days of move in to activate the warranty.
  
  While we have not serviced your home since 2019, we want to express our commitment to customer satisfaction and resolve this matter to the best of our ability. As a gesture of goodwill, we would like to offer to waive our diagnostic fee and provide a 25% discount on any future repairs needed.
  
  Once again, we apologize for any inconvenience this situation has caused, and we appreciate your understanding. Please feel free to contact us to schedule an appointment or discuss further options for resolving this matter.

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21258320
  
  I am rejecting this response because: the person stated that I never called but she doesnt have the phone records to prove it either. I informed them that I would be requesting my phone records from my phone company and I was then told it was nothing else they could do for me.
  
  Sincerely,
  
  ******** Edge

  

  Business Response

  Date: 02/16/2024

  Thank you for your response. We understand your frustration and the importance of resolving this matter to your satisfaction.
  
  We apologize if there was any misunderstanding regarding the phone call records. Our intention was not to imply that you did not call us, but rather to convey that we do not have records of such calls on our end. We appreciate your initiative in obtaining your phone records from your phone company.
  
  We remain committed to resolving this issue and providing assistance to the best of our ability. Please feel free to share the phone records once you receive them, and we will do our utmost to work towards a resolution.
  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21258320
  
  I am rejecting this response because: I will not accept the request until I get my phone records, they have been ordered and I am waiting on ******* to send them
  
  Sincerely,
  
  ******** Edge

• Initial Complaint

  Date:12/12/2022

  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.

  We have been without heat since 19 Nov 2022.
  Carolina Comfort a little over two weeks ago said the new part was on the truck and they would get back with us once it is inspected to arrange an install date.
  Carolina comfort will not return a phone message, any phone message, they will not call back when they say they will. We are highly upset and Carolina Comfort needs to give resolution to this now.

  

  Business Response

  Date: 12/15/2022

  Thank you for the feedback.  We appreciated you taking
  the opportunity to further discuss your experience with our Service
  Manager.  Our goal as a company is to always provide top notch customer
  service and the communication issues you faced with our Parts Department does
  not reflect our company values.  We plan to use your experience as a
  teaching lesson for our team.  Again, we apologize for the issues and
  truly appreciated you allowing us to complete the job and get your family warm
  and comfy.

  Customer Answer

  Date: 12/15/2022

  
  
  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.

  It was a pleasure to work with the service manager on this.
  
  
  
  Sincerely,
  
  
  
  ******* **********

• Initial Complaint

  Date:07/28/2022

  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 contacted Carolina Comfort Air on 7/27/2022, and advised that our new construction home was without air on the 1st level of our home. I was advised that we would receive a phone call back within a few mins. It took 45 mins for a rude rep name Tara to give me a call back to gather the information about what was occurring at my home. She advised that they would send a technician out on 7/27/22 between 3-5pm with a call 30 mins in advance. I advised that was not acceptable being that I have an asthmatic kid within the home who was already having issues breathing due to the humidity rising in the home. She proceeded to state that a manager would be in contact. I was then advised 20 mins later that a manager would call me the following business day. The fact that having a child under 18 with asthma was not a concern to this company knowing there was heat index of 105 outside doesn't sit too well with me, and my family. This is not a company I would like to rely on to cover my warranty for the next 7 months due to their disregard to their customer issues.

  

  Business Response

  Date: 07/29/2022

  We are sorry to hear the customer found their experience
  with us less than desirable.  We understand their frustration and
  sympathize with their situation.  According to our records and call
  recordings, at 6:34pm on 07/27/2022 we received an inbound call needing
  service, our call in taker advised a Service Dispatcher would reach out
  shortly.  Our Service Dispatcher returned the call at 7:11pm and informed
  the homeowner that we will not have any availability until the following
  business day with a 3pm-5pm arrival time. The customer expressed
  dissatisfaction with this resolution and at that point our dispatcher offered
  to contact a Service Manager to speak with the customer. At 7:44pm, our Service
  Dispatcher reached back out to the customer and stated that a Manager would be
  happy to reach out to the customer the following morning for further
  discussion.  At 8:19am on 07/28/2022, our Service Manager reached out to
  the customer and explained that we do not offer 24 hour emergency service and
  further explained that we provide a 24 hour response time to customers that are
  still covered under warranty on systems that we originally installed.  At
  10:33am, our Service Dispatcher reached out to advise the customer that we had
  a cancellation in our schedule and we were able to provide an earlier
  appointment.  At 11:25am, our technician called the customer to advise
  that he was in route to their home to which the customer said the thermostat
  was now working and cancelled the service call.