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:08/14/2024

  Type:Customer Service 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.

  Subject ****************** and Installation of Heat Pump by Comfort Air, **** *****************************************. Phone: ************** CCB License # ***************************** Job/Estimate #: ******** (Quote date 06/21/2023) Price Paid: $13,****************: ********** *MHP SUZKA24NAHZ Hyper Heat Universal Heat Pump, MHP SVZKP24NA Air Handler, MITS.KUMO.MHK 2 Kumo wall mounted controller, MHPPKAA12LA RedLink Receiver. *AHRI Certificate shows Model Status: Discontinued 03/24/********* of ************************ June 29 &30, 2023.Issues/Problems: The above system could not maintain the temperature, both in Winter and Summer. It struggled to keep 55-degree F and above, indoor temperature, during cold season and 75-degree F and below, indoor temperature, in the hot ***************** and Comfort Air promotes: Hyper-Heating models provide heating, even in outdoor temperatures as low as -13-degree F. These units offer year-round comfort even in extreme ****************** suggested by the Owner **** during his job site visit:Change the filter done on July 19, 2024.The old hot air furnace was blasting the hot air, but airflow is very low with the new heat pump the reason being the heat pump the blower motor is not as powerful as the old hot air furnace.Also, suggested the existing air ducts need to be revamped they worked fine with the old hot air furnace, and never had a problem heating the area.The new Kumo controller/thermostat has temperature accuracy range +/- 30F, replace it with Honeywell thermostat (use the replaced Honeywell TH6000 thermostat).Install strip heaters to use when heat pump cannot maintain the temperature -installation cost and ongoing electricity ******* suggestion was given as to the heat pump not keeping up with summer temperatures. Some of the above suggestions are band-aid solutions without any guaranty to correct the issue, however, Comfort Air should be taking total responsibility and resolve the issue.

  Business Response

  Date: 09/16/2024

  We appreciate the opportunity to address the concerns raised by ***** Master regarding the installation of a ********** heat pump system in June 2023. Comfort Air takes all customer feedback seriously, and we aim to provide clarity and context regarding this matter.
  

  1. Customers Request and System Installation
  The customer specifically requested a ********** heat pump system to replace their existing gas furnace. Our team followed industry-standard procedures, including performing a detailed Manual J heat load calculation, which determined that a 2-ton system was appropriate for the customers home based on the local design temperatures for ********, ** (28F for winter, 88F for summer). The system we installed was in full alignment with the customers preferences and the calculated heating and cooling needs of the space.

  It is important to note that a gas furnace was never an option as the customer had already decided to transition to a heat pump, and Comfort Air installed the requested system correctly and in accordance with **********s specifications.

  
  2. Extreme Weather and Performance Limitations
  David's dissatisfaction with the systems performance began during an uncharacteristic cold snap when outdoor temperatures dropped into the teens. While the ********** system installed is a high-efficiency "Hyper-Heat" model designed to maintain performance in colder temperatures, it was operating within the expected capacity range. As temperatures outside drop, any home will lose more heat, and while the system functioned as intended, maintaining 72F during extremely cold conditions is outside typical expectations for a heat pump. For context, heat pumps are an excellent solution for Portlands generally mild climate, but they will not perform identically to oversized gas furnaces, especially in extreme cold.

  We also received a performance complaint during a heatwave when outdoor temperatures were close to 100F. Despite these extreme conditions, the system was able to maintain indoor temperatures in the 70s, which met the typical expectations for heat pumps. The customers main issue seemed to stem from uneven room temperatures, which were a result of pre-existing ductwork issues, not the unit itself.
  

  3. Ductwork Issues and Comfort Solutions
  Following the installation, our team made six service visits to troubleshoot the customers concerns. Each time, we confirmed that the unit was functioning within factory specifications. However, it became clear that the existing ductwork was not properly configured for the new system, leading to uneven heating and cooling in different rooms.

  To address these concerns, Comfort Air conducted a detailed Manual J and Manual D (ductwork) analysis and provided the customer with a written solution. Our recommendations included:
  

  a. Adding an 8kW heat strip to provide supplemental heat during extreme cold temperatures (offered at no additional cost to the customer).

  b. Reworking the duct system to provide more even air distribution throughout the home (proposed at a reasonable cost).

  c. Installing a more precise thermostat to enhance control over temperature settings.
  

  These solutions were offered in good faith to improve comfort, and we remain committed to assisting the customer in addressing the specific issues with their homes ductwork and extreme weather needs.
  

  4. Warranty and System Functionality
  The system continues to operate as designed and within warranty specifications. Comfort Air has extended the labor warranty from two years to three as a gesture of goodwill, despite the fact that the system itself has no operational faults. We have worked with the customer to resolve any issues that arise within the scope of the installation and have gone beyond our contractual obligations by offering additional solutions at no charge.

  Conclusion:
  

  Comfort Air has acted in good faith throughout this process. We installed the requested system according to industry standards, responded promptly to the customers concerns, and proposed reasonable and effective solutions. We remain committed to resolving the remaining issues with the customer and hope to work together to implement the recommended fixes for their home.
  

  Thank you for your time and consideration.
  

   

  Sincerely,
  

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

   General Manager

  Customer Answer

  Date: 09/17/2024

  September 16, 2024.
  

  Complaint: 22123831
  
  I am rejecting this response because:

  My sincere thanks to your Mr. *********** *., for forwarding Comfort Air response. My complaint covered the issues;however, I would like to clarify a few items that Mr. *** *********, GM of Comfort Air brought up:

  I had a few installers quoted the project, and most of them leaned towards **********,besides that my internet search also agreed, in turn I shared that information with Comfort Air. However, there was no specific instruction from me, as to which make and model to quote, I am not qualified to suggest how to size the system or pick a specific model.
  The system failed to perform not just during the peak (high & low) temperatures but for the duration at times weeks.
  The Comfort Air justification includes after the fact (I am sure they were offered in a good faith), however,

  a. add heating strips, which will add energy consumption in turn add the running cost for me, the owner.
  
  b. the duct work (which worked fine with the existing furnace, on the contrary we had to temper with the register to control excessive air flow); at the same time Comfort Air agreed, the fan for the installed ********** system is not powerful enough. So, their proposal to modify duct work lacks validity.
  
  c. the thermostat, which Comfort Air provided with the system, apparently, they are not satisfied with it; and finally,
  
  d. the filter (which was replaced per the manufacturer recommendation).
  
  Comfort Air claims the system continues to operate, as designed (by them) and within specifications (which they specified). Unfortunately, their design and specification failed to meet the basic premise of their company name COMFORT.
  I tried to have Comfort Air resolve the issue, it seemed I was not reaching them, even clearly stating I do not want to involve any third party, lets resolve among us. The issue has been ongoing since the installation July of 2023, after year in June 2024, I proposed the preceding statement, but no luck, thus my complaint to BBB on August 10, 2024.
  Apparently, along with BBB help and my reluctant proposal to resort to legal venue, I was able to reach Comfort Air. I received their proposal today and am in process of reviewing it, however, it only addresses the systems heating shortcomings but not the cooling. Further, per AHRI Certificate Reference Number *********, dated 6/29/2023 (copy was submitted with original complaint on 08/10/2024, BBB ID ********* the installed model is discontinued since 3/24/23, and should not be sold.
  
  Sincerely,
  
  S ***** Master

  Business Response

  Date: 10/23/2024

  Good Morning *****,
  
  Thank you for your continued communication and for taking the time to share your thoughts and concerns with me.
  
  I understand that your expectations for the ********** Hyper Heat system have not been met, and despite our best efforts, it has become clear that the system may not be able to satisfy your particular comfort needs throughout the year. As much as we have tried to provide solutions, including heat strips, ductwork adjustments, and thermostat upgrades, we acknowledge that these remedies will likely not bring the level of satisfaction you are seeking.
  
  The ********** Hyper Heat system was designed to offer year-round comfort in both heating and cooling modes, and while it meets manufacturer specifications and regional climate expectations, it seems that your comfort requirements exceed what the system can reasonably provide. The issues youve highlighted with heating performance, even when additional measures like heat strips are proposed, suggest that this may not be the right fit for your home and your desired outcomes. We do not believe further adjustments to the current system will achieve the result you are expecting, which leads us to propose a different course of action.

  Given your ongoing dissatisfaction and our belief that additional work will not meet your expectations, we propose the following as a final resolution:
  

  System Removal and Refund: We are prepared to remove the entire **** system that was installed and offer you a refund of the **** portion of the job. This includes the equipment and labor directly associated with the **** system.
  

  Electrical Work: As part of the installation, we also completed necessary electrical work. Given that this electrical setup will be required for any new system you choose to install, we will not be refunding the electrical portion of the job, as this work remains functional and beneficial to your home moving forward.
  
  We believe this resolution offers the best path forward for both parties. This way, you will be free to pursue a different system that may better meet your needs, and we can conclude this matter professionally and amicably.
  
  If you agree to this solution, we can schedule the removal of the system within two weeks of your acceptance, and we will process the refund for the **** portion promptly once the system is removed. Please let us know how you would like to proceed.
  
  We appreciate your patience throughout this process and hope that this resolution provides a satisfactory conclusion for both parties.
  
  Sincerely,

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

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22123831
  
  I am accepting this response with caveats:

  October 25, 2024
  
  Good afternoon,
   I appreciate the professional response from Comfort Air, proposing to remove the ********** system and refund the amount, for me to pursue a different system. I accept the proposed offer with following caveats:
   - Comfort Air will return the house plans that I loaned to them.
   - I am sure you recognize the fact that cold weather is here, which means
      a) needing heat in the house and
      b) the heating contractors are busy,which in turn may take longer time than normal to get the new system installed.
   With that in mind, your schedule to remove the current ********** system should be coordinated and should be seamless with the new system to mitigate home without heat.
    I understand Comfort Air's view of retaining the electrical work, however, at this stage I am not sure which system I will end up with, which means, if I need the electricity and where it currently is, and the current rating. Besides, I have two electrical duplex outlets in the vicinity, a minor point, nonetheless, I respect your consideration of salvaging the electrical installation in turn saving the removal labor cost. I offer $150 towards electrical work (and not $1,058.82), thus refunding me $13,554.80 (Contract price paid by Check #**** on July 18, 2023, $13,704.80 less $150.00 for retaining electrical work).
  I will keep Comfort Air posted as to my progress in getting a new system and the possible scheduled installation date.
  Sincerely,
  S. ***** Master 
  
  Sincerely,
  
  S ***** Master

  Customer Answer

  Date: 12/04/2024

   

  In your message of today (November 20, 2024) you asked "If the business contacted you directly to resolve the issue, please inform us so that we can update the case to show the accurate status of the case." and I would like to let you know the business has been touch with me. 

  However, we have communicated on a one-on-one basis, through third parties like yours and CCB. So far the issue has not concluded, the last resort left for me is to resort to legal means, filing a claim through the court. 

  I have always promoted to the business that the legal venue should be the last, before we exhausted all the options. It has been close to six months, we have been negotiating.

  In view of the above, I have given till the end of this week to the business to remit the amount that is built upon the BBB platform.

  I appreciate your time and the help you provided.

  Sincerely,

  S. ***** Master

  Business Response

  Date: 12/13/2024

  Dear Better Business Bureau,
  

  We appreciate the opportunity to provide an update on our ongoing dispute with ***************** Comfort Air made multiple attempts to address Mr. ******* concerns regarding his transition from a gas furnace to a ********** heat pump system. Specifically:
  

  1. Settlement Offer: We offered a substantial refund for the **** portion of the installationacknowledging Mr. ******* dissatisfactionwhile retaining the cost of the electrical work performed, which remains usable for any new system he chooses. Unfortunately, Mr. ****** rejected this offer and wanted a full refund, including electrical.
  

  2. Further Demands and Legal Action: After our refund proposal was declined, Mr. ****** escalated his demands and subsequently filed a lawsuit. We have since referred this matter to our attorney and will now proceed through the legal process.
  

  Good Faith ******** Throughout this dispute, Comfort Air tried in good faith to resolve the matter amicablywhether by offering no-cost remedial solutions, a partial refund, or system removal. Mr. ****** has chosen not to accept any proposed solutions and is now pursuing legal action.

  
  At this stage, because litigation is pending, Comfort Air will rely on our legal counsel to address the claims. We value our customers and sincerely regret that our efforts did not lead to a mutually acceptable resolution in this case.

  
  Thank you for allowing us to share our perspective.
  

  Sincerely,
  *** *********

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22123831
  
  The following is a corrective response to so called complaint resolution offered by the business (Comfort Air):

  I thank you for your efforts in mediating the dispute with Comfort Air. However, as I have mentioned in my initial complaint and continued in the successive responses, to resolve the issue on a one-one basis without involving a third party, it did not work. Thus, reluctantly, I brought the dispute to your organization (BBB), CCB, and the *******************************************. The only response I received from Comfort Air was through BBB, and I accepted their offer with minor logistical adjustment, as to removal of the ********** system by potential new contractor. 

  Comfort Air, pardon my use of colloquial language, but it hits the nail on the problem in a few words, 'dragged their feet and danced around' for six months, leaving no choice to me but to take legal action, also suggested by *** and the *******************************

  As to the corrective offers by Comfort Air, they wanted me to invest further in the ill-designed system without any guarantee that it will solve the issue. Further, it only addresses one issue, but the trust was lost when Comfort Air provided a discontinued and should not be sold equipment per AHRI certificate (previously submitted to BBB). Having said this,Comfort Air, despite my understandable reluctance, again pardon me for using colloquial language, tried 'to paddle' the new system, that too with additional cost, not to mention a cheap and with the same poor design. 

  As I mentioned before, I was negotiating in good faith with Comfort Air, but they are/were not serious in honoring their offer to reimburse the total cost I paid them, which was offered by Comfort Air through BBB. These negotiations were before I solicited replacement system, and now I found out, to correct the faulty design and equipment provided by Comfort Air would cost me more, which is reflected in my legal complaint filing. I had to have the new system up and running before winter set in, since I was not going anywhere with Comfort Air, and as of this writing I have a new system installed and working satisfactorily for the season.

  I am grateful to BBB for the time and effort invested in resolving the issue.  I hope my experience will be of help to your subscribers.
  
  Sincerely,
  
  S ***** Master 

  PS: As stated by Comfort Air, I look forward to hearing from Comfort Air's legal representative in a timely manner, which in turn ceases venue through BBB. Again, my sincere thanks to BBB.

• Initial Complaint

  Date:08/15/2023

  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.

  I had a central heat and air system installed by comfort a little over 2 years ago. I have had to call them every 6 months as either the heat was not functioning properly or the ac was not functioning properly. This has been a pattern every 6 months. The unit only works efficiently when the temperature is between 40 and 80. I was told this system would be great for our home and we spent 30k on the system. We have been nothing but disappointed. I have been telling them it's a product or installation problem from the beginning but they will come out look at it and tell me everything works great. And it will as long the temperature is below 80 or above 40. I have owned man systems as well as friends and family. Systems from 5yrs old to even 20yrs old and never had these issues. All I want is what I paid for and tired of not getting resolution. We should not have to set up portable fans or portable heaters every time the temperature is below 40 or above 80.

  Business Response

  Date: 08/28/2023

  We installed a new Heat Pump system for **** in April of 2021. In May of 2022 we came back to perform a Maintenace on his unit and discovered that the filter that was in there was still the original filter and it was very dirty. There was construction going on and with the filter being clogged it definitely did some damage. For the past 2 years we came out several times to try and work on this system (at no cost to ****) and try to get things fixed. **** reached out to us a couple weeks ago that his system was not keeping up and we were in discussions with him outside of BBB to just get him a new outdoor unit so he can start over with a new unit that wasn't damaged. Then this complaint showed **. We are in the process of getting the details squared away to get **** a new unit in the next week or two.