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Business Profile

Residential Air Conditioning Contractors

Proactive Comfort

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Residential Air Conditioning Contractors.

Complaints

Customer Complaints Summary

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

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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 status

Complaint type

  • Initial Complaint

    Date:06/07/2023

    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.
    I had a 3 zone mini split system installed last summer. The system was not working properly and I had maybe 7 people come out to diagnose the system over 8 months. Each time they told me the system was fixed, but by the following day, the system wasn't working well again (e.g. blowing cold air during the winter when the heat is on or constantly in defrost mode). At one point, they were going to send the Service Manager and a Daiken rep to diagnose, but they had "solved" the issue and decided against it. Fast forward to May, after many other service people coming to "fix" it, a service tech came out and spent upwards of 7 hours checking for leaks (something every tech brought up, but they never did it, probably because it takes so long). The tech identified the leak, which I had suspicions about, and fixed it. I have spent countless hours (probably closer to 30 hours) moving my schedule around and having people in my home, tracking dirt and mud, trying to find a resolution. When I brought up this to the Service Manger, he said he would call me back with a time to meet me here and talk about the issues, but it has been multiple days and I have called multiple times. I am an extremely patient person, but I need some sort of compensation for my lost time, lost money due to paying utilities for a system that barely worked, and having to use heating oil this past winter which is extremely costly. I am demanding some sort of compensation and would have rather worked this out with the Service Manager but they will NOT contact me back no matter how many times I ask. I would like to be compensated for this issue that could have been solved last summer if someone had just taken the time to diagnose the system properly. Spending close to 14K on a system that hasn't worked properly in 8 months is very frustrating. I would rather not ask the system to be ripped out at their expense and would like to settle it without getting to that point.

    Business Response

    Date: 06/09/2023

    I have contacted **** and we are working together to come up with a resolution. **** will provide us with utility bill comparisons so we can compare electric usage. Our goal is to come up with an amicable resolution. 

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