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:09/06/2023

  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 Specialists installed 2 Mini Split units at this house, with 4 indoor units per mini split. When they installed the lines from the outside unit to the house, they picked a specific manufacture of insulation to go over the lines. That insulation is decaying which has caused leakage in the lines on the one split with 4 lines. The other mini split was not tested for leakage but has the same decaying insulation and if it has not already caused the leakage it soon would. We had a comfort specialist tech out to diagnose the issue, and also mentioned that the manufacture of the insulation wrap said the product may have issues, but has not done anything to resolve. Comfort Specialists said the units are all still under warranty except of course the area that failed which are not part of warranty. They said they would need to build a quote, to get all the lines replaced and new insulation wrapped to fix both sides which WE would be responsible for. I would believe that since the company chose this specific product and this product is failing and caused damage that they should be responsible for the repairs to make things right for the homeowners. The technician we had explained in details the failure points of the lines and this insulation wrap that is failing and how when it is broken down caused acidic behaviors which will cause line issues.

  

  Business Response

  Date: 10/09/2023

  Here at Comfort Specialists we strive to be a fair HVAC contractor we are in the business to keep customers. This system was installed by Comfort Specialists Inc. at this house. One side was 2017 and the other side was 2018. We purchased the business Comfort Specialists in March of 2019. We didn't install these units under new ownership however can honor the manufactures warranties as they state. The ********** warranties do follow the home unlike other warranties that stop at the original purchaser. The line sets by ****** the warranties stop with the original purchaser and do not follow the home. Even if they did the warranty is 5 years and is out of warranty. This particular problem is not covered as of now from the manufacture either. When we do warranty claims its only parts and no labor the manufactures do not supply labor warranty to us. We honor a 1 year warranty from time of install to cover anything from a workmanship manor. After that its a parts only manufacture warranty and and other minor parts, refrigerant, or labor is not covered and would be the homeowner responsibility. I hope this helps the concerned party. Thanks for your time.

  Customer Answer

  Date: 10/17/2023

  [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:
  

  I apologize i did not get notification that this response was provided by Comfort Specialists. The reason i am rejecting this communications is for the fact, ALL the times i was in contact with the business ( when the tech was onsite, and on the phone with the company directly ) they never mentioned that the warranty did not cover since new ownership of this. This is just a way for the company to make an excuse to not honor that they installed the product and it is having issues now. They then blamed it on the manufacture of the product instead of taking ownership of this. They told me the manufacture of the product admitted fault to the parts, but when i spoke with the manufacture the confirmed that was not true. Comfort Specialists has lied to me several times regarding this issue. I have talked to other heating and cooling companies who stated that they would have made this situation right because they would of liked to keep the business. Comfort specialist has also sent technicians out in the past and charged outrageous amount of money while the tech did nothing but stand and wash filters under the sink. 

  Comfort Specialists told me on the phone again that this is due to a manufacture issue, but when i contact the manufacture they disagree, 
  
  Regards,
  
  *********************

  Customer Answer

  Date: 12/12/2023

  I filed a complaint against this company, and since they refused to do the correct thing and resolve this like a normal business would, i would like to have them issue a refund that they said they would do when i would get the repairs done, and since i am not getting the repairs done by this company due to the terrible customer service, i think i am due the money that they said they would issue me and that was listed on the invoice that was provided to me the refund would be for the leak test that they did when they conned me into doing the leak test which the technician said he already knew i had a leak, but could not do more without the test emailed quote from sept 14 by Beau Dion
  
  Desired Resolution / Outcome
  Desired Resolution:
  Refund

  

  Business Response

  Date: 12/13/2023

  We will credit 159.58 

  

  Business Response

  Date: 12/14/2023

  We will credit 159.58