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Business Profile

Heating and Air Conditioning

Comfort X-Press, L.L.C.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heating and Air Conditioning.

Complaints

This profile includes complaints for Comfort X-Press, L.L.C.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Comfort X-Press, L.L.C. has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 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:04/09/2024

      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.
      The company came out on March 23 when I told them that I had a failed igniter coil. I normally would fix it myself, but we were getting ready to leave and I thought they could fix it quicker, so I called them out. The technician showed up and confirmed that it was the igniter coil, but explained that there was none on the truck and would get back to me to make an appointment to fix the problem. I have called them every day or just about every day and asked them if the part was in and if they were coming to fix it. Each time, someone answered the phone and said they would get back to me. It is now April 9 and no one has ever returned my call from the company. I have had to fix it myself by buying a part on Amazon, which was delivered the next day. If this would’ve been my 82-year-old mother, she would still not have heat today. Every time I call, the person just tells me that someone will get back with me soon, but no one ever does. One of the times I called, the receptionist told me that the regular person wouldn’t be until Monday and then hung up on me. All I want is my $175 back from the original appointment since no service has been performed and no one will get back to me. I have all the phone records of calls I have made to them, and shows that they have never tried to reach me.

      Business Response

      Date: 04/16/2024

      This is not the kind of customer service we pride ourselves on her at Comfort Xpress.

      We have contacted ***** & a full refund has been issued.

      We sincerely apologize for the inconvenience this caused for our client and look forward to servicing his units again in the future.

    • Initial Complaint

      Date:08/10/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 had a new Goodman AC unit installed in 2018 by Comfort Express.
      In September of 2022, we had to have a new compressor installed in the unit. Goodman covered the part under warranty, however we had to pay labor costs.
      In June of 2023, we had to have another compressor installed in the unit. Goodman covered the part under warranty, however we had to pay labor costs.

      We have paid over $1,000.00 in labor costs due to what we perceived as faulty parts. We paid $500.00 on 9/22/22 and $472.50 on 6/14/23.

      Today, on 8/10/23 we had a new company come and fix our AC unit for the 3rd time in less than 1 year. The compressor had gone out again. They informed us that the original unit was not installed correctly and will have documentation through written invoice as well as pictures of how it was installed improperly, once they install new parts today. We paid $1,100.00 on 8/10/23 for labor and parts that were not covered under warranty, as Goodman did not cover all parts needed in order to properly fix the AC unit on this date.

      We would like to have labor and parts costs refunded by Comfort Express due to the their negligence when installing the original unit in 2018. Labor and parts costs totaled for all 3 occurrences is 2,072.50. Bank statements and credit card statements can be provided as evidence of cost and payment.

      Invoice for service on 8/10/23 is attached. No invoice was given to us from Comfort Express for service on dates of 9/22/22 and 6/14/23.

    Comfort X-Press, L.L.C. is NOT a BBB Accredited Business.

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