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:06/30/2022

  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.

  Comfort Zone has server my air conditioning system for the last few years with no problems. When the System failed I Had to get a new one. Comfort Zone installed a new system on March 23,2021. Since than the repairman had to return twice, because it was leaking liquid and had be refilled. The repairman said both times that it was working properly. Each time it worked for approximately four to five hours and stop providing heat or air.. I called Comfort Zone after the second visit and did not get a return answer?? In fact I called 4 more times, five days in a row with the same results. I I E-Mailed a request, got no answer. After an additional call with no answer I was furious. So I checked to make sure I was dialing the correct phone number. After no reply I decided to get in touch with another agency who sent a repairman and I was told that the connectors on the lines were not the proper kind. So the repairman changed the fitting with the correct ones, and the system is operating correctly since. We feel like we are being taken advantage of. We never went without paying for any repairs ever since we have been dealing with Comfort Zone. Which brings up another question? Why are we not receiving any bills from Comfort Zone for the last visit??? The repairman from Comfort Zone used dye to try and find the Leaks, which the other agency repairman said should not be used. Why is Comfort Zone avoiding us???? We are the kind people that pay our bills on time all the time!!! What we would like right now is Comfort Zone to reimburse us for the $2,000 dollars we paid the other agency for repairing our air conditioner. I have no idea what could have happened with our relationship with Comfort Zone. We feel the Comfort Zone repairman was holding back something and is why we were confused and still are. Like I said before we never had a problem before with Comfort Zone until now. This is the first complaint ever filed with BB.

  Business Response

  Date: 07/06/2022

  Good Morning,

  We installed *** *********s ductless mini split heat pump on 3/23/2021. It came with a one year labor warranty. He called us late May 2022 when it stopped working. We dropped what we were doing the next day and came out. It was low on refrigerant. We filled the system to 400 PSI with nitrogen and checked for leaks. It held pressure and we could not hear any leaks so we installed Spectroline refrigerant dye. This dye is made just for finding refrigerant leaks. The next time the refrigerant leaks out the dye will leak out with it and we will spot the dye with our U.V. light. *** called again a few days later and stated it was not cooling again. We dropped what we were doing the next day and came out. We could not find any leaks with our U.V. light so we were thinking the leak must be behind the wall. It is a difficult job the way the pipes are ran so we tried eliminating so other things before removing the unit off the wall. After all we have not charged him anything because we felt bad he was so close to his one year warranty. If he called again we were going to remove the unit from the wall and check there. Then on June 3rd *** called and threatened to sue us. I saved the voicemail if you need to hear it. Company policy is we do not do work for anyone that sues us, threatens to sue us, tries to sue us, etc. His unit is out of warranty so any company can work on it. It's unfortunate he called a company that lied to him about the ****** fittings and *********** dye we used and then way overcharged him.

  Customer Answer

  Date: 07/12/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:   The Warranty in question is out of date.   How can someone apply a charge against that document???  Some thing wrong here!!   The warrant does not Include and I quote:  These limited warranties do not include labor or any other costs incurred during service, maintenance, repair, removing, replacing 0r any parts or other components. unquote.  Something is not right here.
  
  As far as the Lawyer concerned , Yes I did make reference to calling one after I did not receiving a call back after several calls were not answered by CZ. But that was for advice and not a suit.  Never mentioned SUE in the call.  
  

  CZ mentioned going down the wall, but all the repairman from the other agency did was connect two fittings and the system starting fine, and is working fine today.   

  The question is: Why did he have me waiting for a return call, which never came.  A few a days later I called again where I mentioned the Lawyer. NO Lawyer was ever contacted.

  After a CZ repairman visited my house  twice and did not tell me what was happening I got a little concerned.   This was new system and should have been installed and working properly.

  Therefore I feel I was duped and should be reimbursed for the cost of $2,000 that was paid to the other agency. 

  Regards:

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

  Business Response

  Date: 07/19/2022

  Wrong! You left a message on June 3rd, two days after we were there the second time. You stated you were going to get a lawyer to get all of your money back. The second time you threatened to sue us was on June 22nd several days after we stopped taking your calls. Again I have theses messages saved. Your system worked fine for over a year. Then something happened to it that made the refrigerant leak out. It wasn't our fault or it wouldn't have worked for that long. Stuff happens. We tried to fix it at no charge and you threatened to sue us. We are not giving you a dime. So the real question is why did the other company charge you $2,000.00 to connect two fittings. They are the laughing stock of our industry. They have nine complaints with the BBB. I would go after them.