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Business Profile

Residential Air Conditioning Contractors

Comfort First Heating & Cooling, Inc
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Comfort First Heating & Cooling, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Comfort First Heating & Cooling, Inc has 2 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 2 complaints 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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    Complaint type

    • Initial Complaint

      Date:12/28/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Hello,
      Hope you are enjoying the holiday season!
      I received an email from ******** **** ****** about heater inspection service, I requested the inspection through the app. A guy from Confort First showed up. He did the inspection and he said that I need to replace the capacitor and he said that he noticed that I don’t have a safety switch and it is on sale and it is good to have. He did install both and left. Heater is working just fine. A few weeks later, it got hot and the AC kicked in but we noticed that it is blowing warm air. What I found is the compressor outside the house is off. I went to that safety switch and it was full of water ( it takes less than 1 ounce to be full) I emptied it and the compressor started working but it takes only a few minutes for it to overflow and the compressor stops. Something went wrong during the installation. I made sure the pipes are not clogged I even bought an almighty pump ( more cost) to ensure no water in the pipes. I contacted Comfort over the phone, they recommended calling warranty company ( ******** **** ******) this last said that comfort shouldn’t have done any repair during inspection call and that I have to contact comfort about that issue. I called comfort back and she ( don’t remember her name) said that she will talk to her manager about my cancers and get back to me. It s been weeks now and I haven’t received a call back. Every time I call I stay on hold for a long time. I was hopping they resolve this issue. My AC was working perfectly until they installed the safety switch- SS2. The call was for the heater inspection. I would like them to find out why the water is clogged after the installation of the switch once the ac started working for the first time. If it wasn’t hot that day I wouldn’t find out until summer.
      I attached the receipt.
      I appreciate your help with this.

      Business Response

      Date: 01/10/2023

      We've made multiple attempts to contact this customer since receiving your initial correspondence without success.  Additionally, they do not have an voicemail set up, so it is not possible to leave a message. The problem that is being described will be something that is easy to remedy. Perhaps they will respond to a note from you guys.  If so have them reach out to us at 919-777-1777 and ask to speak with Operations Manager ***** ******.  He will get to the bottom of the problem and ensure the situation is resolved to their satisfaction.  

      Customer Answer

      Date: 01/10/2023



      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.




      Sincerely,



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

    • Initial Complaint

      Date:08/08/2022

      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.
      The rep came out on Friday July 28, advising the coil was frozen and need to thraw out for 24 hours and there could be a possible leak in the coil. He provided a quote of $1625-1650 that we would have to pay out of pocket if we went with replacing the coil since the warranty do not cover the freon. They called back same day to schedule follow up appointment for Tuesday August 2. Representative gave two options on August 2, since he “found” a leak in coil. 1. Was to put sealant in coil to prevent leakage and fill unit with a couple pounds of Freon or 2. Replace coil and fill unit with freon. We were more interested in long term fix by replacing the coil. Asked what the cost would be he stated $2100 which includes “fees”We ask if we replace the coil would the air conditioning be working today. He advised No and it would be a “while” before they could replace the coil. Keep in mind we have been without A/C for five days and it’s 90 plus degrees outside. I asked why when you were here the first time and mention that it could be a leak you did not bring coil just incase we choose that option. He replied he didn’t know exactly what was going on with the A/C…how do you not know and you were just here and looked at the unit and coil box. He continued to give excuses…terrible customer service. He kept saying I can see how unexpected billing could be a issue. However I mentioned to him at that moment paying for the service was not an issue we want the coil replaced. We told him placing the sealant in the coil is a temp fix only to have to be back in contact with our warranty company that deal with this terrible scamming company. I no longer wanted to talk with him so I called into the office to get further clarification. The rep at the company advised the part is only “ordered “ at the approval of warranty. Okay so the issue is now with warranty company. I made a call to them as well. However today we received the invoice showing “no leak found in coil” HOW???? Scammers!

      Business Response

      Date: 08/15/2022

      We greatly appreciate you providing the opportunity for us
      to correct the technician’s miscommunication and we sincerely apologize for the frustration. Reaching a positive resolution, we sent a different technician to diagnose
      the equipment and the service manager worked with the homeowner to address all
      concerns. The homeowner opted to replace the system instead of repairing it and
      chose to use Comfort First for the replacement. The replacement was completed
      on 8/11/2022.

    Comfort First Heating & Cooling, Inc is BBB Accredited.

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