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:08/11/2023

  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.

  Broken A/C and filed a repair service which was assigned to company.First visit from company was on May 17th.Since that time, they have visited my place 5 times, each time telling me they need different parts and cannot fix my A/C.I have called over 30 times attempting to get a repair appointment scheduled.Company fails to follow-up on repair visits unless the customer gets lucky to talk to someone after multiple voicemails (20+ voicemails)Company installed faulty overflow switch and left A/C running after second visit which caused flooding and significant damage to neighboring unit.Company has spent 3 months to fix an A/C unit, caused property damage, and requires customer to make multiple calls to schedule follow-****

  Business Response

  Date: 08/21/2023

  At Comfort First, we make every effort to return our customers' HVAC system to operation as quickly as possible. In this case we're working through the customer's home warranty company so we have to go through them to approve the parts, and get the parts ordered. Unfortunately with this customer's HVAC system all of the parts were special order parts and not stocked locally.  Each of these aspects took additional time during one of the hottest and therefore busiest times in recent years.  Here is our account of what transpired over the last few weeks. On 5/22 we were dispatched to property for a water leak, tech found clogged condensate line, tech cleared the condensate line and installed a water safety device to prevent this from happening in the future. On 6/9 we were dispatched out to the customer for the unit not **********************, at that time the tech had no access to get onto the roof, the homeowner didn't know the code and couldn't reach anyone. On 6/16 we went back out and had access to the roof, tech found the "Indoor" *** valve inside was clogged, tech ordered part and we returned to install it on 7/12. After installing the *** techs found the compressor had failed due to the *** clogging. We ordered a compressor and came out to install it on 8/3. After installing the new compressor it was determined to be dead on arrival and not pumping the refrigerant through. We had to order a new compressor, and came out on 8/16 to install a new compressor, after installing the new compressor system was running but was freezing up at the" Outdoor ***" now. These are all cause and effect issues on an aging HVAC system. We are continually working with the customer's home warranty, who has opted to change their system due to its numerous issues. We will move on whatever their home warranty company advises as quickly as possible and will continue working until the homeowner feels the issue has been resolved. 

  Customer Answer

  Date: 08/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you.