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Business Profile

Air Conditioning Equipment

Premium Home Comfort Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Air Conditioning Equipment.

Complaints

Customer Complaints Summary

  • 56 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 status

Complaint type

  • Initial Complaint

    Date:05/17/2023

    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.
    On June 10, 2022, I purchased a Kapsul W5 unit for $799. When I went to use it this past April, it did not work. I tried several times to reach the company by telephone and email and had no response. There was a five-year warranty on the unit. I was originally going to request a replacement, but after seeing articles that the company was facing bankruptcy, I am looking to recoup my $799. I have attached the documentation and a letter that was sent to the company requesting a refund.

  • Initial Complaint

    Date:05/09/2023

    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.
    I purchased my Kapsul AC in 2019. I used it part of that season for a month or so. I put it safely away my my closet in the house. Used it another season, no issues. Used it 2022 and it died at the end of the season. Not powering on at all. I've tried all the things listed online but no power even after reset many times. I tried contacting the company after it died and I have since sent 5 to 7 emails that never get answers but now the address is dead. I'd like a replacement or a repair. Nothing is worse than having a 750. boat Anker.

    Customer Answer

    Date: 05/11/2023

    I am not able to find out their warranty information on their website but I do see 5 year from details are reviews on ******* I did manage to find my manual and it say first year through second year is one thing and third through fifth year is another thing. I attached a picture of it. 

    thanks

    ****

  • Initial Complaint

    Date:05/05/2023

    Type:Product 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.
    I paid for the Cool Package back in September 2016, back when they called themselves ***** before changing their name to Kapsul (probably due to the amount of negative press from not shipping orders). I have contacted MANY times asking for a refund or to ship my unit as promised, and nothing happens. This company scams people, so I highly encourage you not to spend a dime with them as you will be throwing your money away. If Kapsul is even looking at these, my order number was **** and I want a refund.-******

  • Initial Complaint

    Date:04/24/2023

    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.
    On or around June 3 2016 I backed a **************** for the Kapsul (previously named *****) Air conditioner. I had payed 619 dollars for two units that were never received. The creator and founder ***********************, subsequently created another funding campaign via ********. After still not delivering the promised product to only but a handful of backers, Kapsul Air opened a website and started offering units to non-backers and distributing units to these customers over priority of community backers. To this date I have not received my air units. I have reached out to the company with no response. No refund has been issued nor has a unit been delivered. Consumers that have received a unit, complain about units failing and support ignoring emails and/or if they are fortunate enough to get a reply, get another unit that fails again. ***********************, PREMIUM HOME COMFORT INC have failed to deliver or refund a product. I wish at this point to be issued a full refund.

  • Initial Complaint

    Date:04/15/2023

    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.
    I paid $699 for an AC unit only a year ago that no longer works and customer service does not answer. Their social medias are filled with the same complaints. It no longer turns on and cannot be reset. They will not help anyone even though they know they sell defective products.

  • Initial Complaint

    Date:02/06/2023

    Type:Product 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.
    I purchased a ****** W5 unit on May 9, 2022 for $699. The unit was delivered on May 12, 2022. In January 2023, after ~8 months of owning the unit (~5 months of which were consistent use), the unit would not turn on after all recommended troubleshooting was completed (from website) and the electrical outlet was tested (functioning outlet). On January 22, 2023, I sent a contact request through the ****** website explaining the issue and requesting help. That same day, I received an automated response stating: "Your request (XXXXX) has been received and is being reviewed by our support staff. Hello! Thank you for contacting us! Customer service hours between 10 am and 4 pm Monday to Friday. If you have any questions please refer to our FAQ at ********************** - ****** Support." On January 25, 2023, I followed up on the initial request by replying via email to the support ticket. On January 31, 2023, I followed up again on my last request by replying via email. On February 1, 2023, I followed up again on my last request by replying via email. On February 3, 2023, I followed up again on my last request by replying via email. I have received no communication from the company except for the initial automated email on January 22, 2023. It has been 10 business days since I requested assistance. The ****** W5 unit remains unusable. I am requesting a refund of $699.

  • Initial Complaint

    Date:01/26/2023

    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.
    Order date May31,2022. Order # **** Two units received June 8,2022. ****** WS Costs $1438.20 Units worked at first now non functioning.Emailed customer support many time no response ********************** has a ******** page and no phone to call for support So many complaints when you look online. Same response to others

  • Initial Complaint

    Date:01/26/2023

    Type:Delivery 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.
    THIS COMPANY HAS SCAMMED PEOPLE WE ORDERED AC UNITS ON *********** 6 YEARS AGO, THEY NEVER RESPON D TO EMAILS ETC I NCANT FIND A SINGLE REAL PERSON WHO RECEIVED A UNIT THEY POST FAKE VIDEO F FAKE CUSTOMER ON ********* THIS COMPANY SOLD PRODUCTS ONM *********** UNDER "***** **** ****** ***"

  • Initial Complaint

    Date:01/22/2023

    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.
    Purchased: 3/7/22 Cost: 699 Product quit working after a few short months and the company is non responsive to any communication. The product falls within their warranty period as well.

  • Initial Complaint

    Date:01/17/2023

    Type:Product 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 purchased our Kapsul air conditioner unit on November 26, 2021. Due to the fact we live in Socal and therefore a mild temped zone we didn't use it till the Summer of 2022. Only a couple months of use and it stopped working completely. I immediately followed all the troubleshooting instructions to no avail and soon after sent in requests for help and then subsequently return policy procedures. I DM-ed on Facebook, sent emails and used the chat function on the website. (From Oct. 19th 2022-Jan. 16th 2023) Absolutely no response of worth. Just "Request received". Now even the Warranty pages and FAQ pages on the website are not available. (4040 Error notices) The worst customer service I have ever experienced. And the product has one of the highest price tags for window models.

Premium Home Comfort Inc. is NOT a BBB Accredited Business.

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