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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

  • 53 total complaints 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:08/01/2022

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 June 3rd, 2021. It stoped functioning over the 4th of July weekend this year. My machine was used a maximum of four months before it died. The warranty is for five years. Thirty days have passed since I sent my address to support and was told they would ship me a new unit ASAP. Support has repeatedly refused to give me any indication of a timeline. I assume either Kapsul has absolutely no idea, or doesn't want to tell me it will be next year. I would gladly welcome either piece of information. It shouldn't be necessary to point out there’s a heat wave all over the planet. I live and work in a small apartment. I can’t use my stove, or have guests, or do my work at the computer with clothes on. My situation is the direct result of Kapsul’s faulty equipment. This is the opposite of the luxury experience Kapsul claims to be selling. Kapsul is grossly neglecting the warranty and business agreement I entered into with them by not replacing their defective machine in a timely manner. I’m annoyed by the situation, but incredibly frustrated by the lack of customer support and communication. If Kapsul can’t fulfill its warranty agreement, I need my money back immediately.

    Business Response

    Date: 08/13/2022

    Kapsul had unexpected staff turnover in our customer service department around mid-July, and we quickly fell behind on our responses. We have now filled the empty positions and are working through the backlog of tickets. We are expediting the tickets of the Kapsul customer who filed this complaint. Kapsul apologizes for the inconvenience this has caused and will do what we can to correct any open issues.

    Customer Answer

    Date: 09/12/2022

    I finally received the replacement unit. Upon installation the unit completely crashed the app which will no longer connects and is now completely unusable. In addition, the company will not respond to how to return the broken unit, so I have the giant box sitting in my bedroom. It's been nearly three weeks and no response at all from support.

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

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