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:06/07/2024

  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 hired Ac Comfort Service Inc to purchase and install 2 brand new HVAC units at a multi family project that I was in charge of. They charged me $16,000 for the work which I agreed with. They didnt want to start the job if I didnt pay them the whole amount before they started anything. After a long battle they finally agreed to get paid in increments. After the job was completed, I was pointing out to them couple of issues that were wrong but they refused to come back and fix them. I hired other people to come do repairs on a number of problems that I had with their installations because they hung up the phone on me when Im trying to voice my concerns. They now stopped taking my calls or reply to my messages. Every time I fix something the new company thats working on the problems is telling me that I have another problem after another, after an other.Im tired of this situation and it taking a toll on my physically, mentally and financially.I deeply regret hiring ac comfort and will recommend other people to not hire them

  Business Response

  Date: 07/03/2024

  Dear BBB,

  We appreciate the opportunity to respond to the complaint from our client. Here are the details and our perspective on the situation:

  Agreement on Placement: The placement of the units, both inside and outside, as well as the copper line placement, was discussed and mutually agreed upon before the commencement of the work. This agreement was based on detailed consultations to ensure the chosen locations met both client preferences and our technical requirements.

  Change of Location Request: After the installation was completed, the client expressed dissatisfaction with how the copper line was installed and requested changes. Since the location of the units and the copper line placement were agreed upon in advance, we informed the client that relocating the copper line would incur an additional cost due to the need to redo the work. This additional cost is standard practice as it involves significant labor and resources.

  Payment and Communication: Unfortunately, the client refused to cover the additional costs and did not complete the full payment for the initial work. We visited the client's property twice to address minor issues free of charge. Furthermore, we did not receive any follow-up communication from the client during our working hours, nor did we receive any formal complaints prior to this BBB submission.

  Compliance and ****************** We are pleased to confirm that all necessary permits and inspections were obtained and passed. The work was carried out in compliance with Pennsylvania State Standards and Codes. The inspector did not note any deficiencies or issues with the work performed, and all installed equipment is certified.

  Attempts to Resolve: We have made attempts to resolve this issue. We even offered the client a discount for the additional work required to change the copper line placement, but the client refused this offer, continuing to expect us to perform the work for free. Additionally, the client still owes us $1,000 for the initial installation work and refuses to make this payment.

  We strive to provide quality service and customer satisfaction. However, we believe that the complaint is based on a misunderstanding of the agreed terms and additional work costs. We remain open to resolving this matter amicably and urge the client to settle the outstanding payment for the work completed.
  We appreciate the BBB's assistance in mediating this issue.

  Sincerely,

  AC COMFORT SERVICE INC