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Eastern Washington, North Idaho and Montana

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Comfort Pros Heating and Air Conditioning LLC

Phone: (509) 833-5886 View Additional Phone Numbers 5808A Summitview Ave Ste 164, Yakima, WA 98908

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BBB Accreditation

This business is not BBB accredited.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Comfort Pros Heating and Air Conditioning LLC include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 3 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart

Customer Complaints Summary Read complaint details

3 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 3
Total Closed Complaints 3

Customer Reviews Summary Read customer reviews

1 Customer Review on Comfort Pros Heating and Air Conditioning LLC
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

BBB file opened: March 05, 2009 Business started: 01/01/2002 in WA Business started locally: 10/23/2008 Business incorporated: 07/20/2009 in WA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Department of Revenue Washington State
Department of Revenue ( Public Records Division), PO Box 47478, Olympia WA 98504-7477
Phone Number: 800-647-7706

Washington State Department of Labor & Industries
7273 Linderson Way SW , Olympia WA 98501
Phone Number: 800-647-0982

Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Casey Thaxton, Owner Mrs. Sara Thaxton, Owner
Contact Information
Principal: Mr. Casey Thaxton, Owner
Principal: Mrs. Sara Thaxton, Owner
Business Category

Heating & Air Conditioning Air Conditioning Repair Air Conditioning Systems - Cleaning Heating Equipment & Systems Cleaning & Repair Air Conditioning Supplies & Parts Electric Heating Elements Heating Equipment Refrigeration Equipment - Commercial - Sales & Service Refrigeration Equipment - Supplies & Parts Air Duct Cleaning Ice Machine Repair Air conditioning & Heating Contractors - Residential Air conditioning & Heating Contractors - Commercial Air Duct Systems Air Conditioning Contractors & Systems Contractors - General Electricians Heating Contractors Plumbers

Alternate Business Names
Comfort Pro's Comfort Pro's Heating & Air Conditioning

Additional Locations


    5808A Summitview Ave Ste 164

    Yakima, WA 98908 (509) 833-5886 (888) 979-3973


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Professional AffiliationsX

Types of Complaints Handled by BBB

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Additional Phone Numbers

  • (888) 979-3973(Phone)
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Complaint Detail(s)

2/13/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: see Attached document

Desired Settlement: see Attached document

Business Response: In response to Ms. ****** complaint.

She called us for service to do a gas pressure test.  We called her to let her know that we were running late the day that we were late.  We performed her service and did the job necessary to get her gas turned on. It took multiple trips to complete the job due to leaks.  We did not charge her for the more than 3 hours spent performing this work for her, due to her economic situation.  Obviously, that meant nothing to her as she is refusing to pay the 80 dollars that I quoted her.  It is a shame that this is what our society has become!  Want something for nothing.  She even had the nerve to insist that we fix her improperly working insert for free! 

We reject any complaint from such a freeloader and would tell her to find a job and quite living on us working folks.  We didn't put her in her situation, and sure as heck will not accept any responsibility for her inability to pay for services rendered.  We went above and beyond our scope of service.  If we had not, her bill would have been close to 300 dollars instead of 80.  If the bill is not paid it will be sent to collection.

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

Consumer Response: [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 Administratively Resolved]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9394271, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]


*** ******

Please see attached

Business Response: The customer has paid 76 dollars of the bill and the balance will be written off.  The customer is grossly misrepresenting the conversations that we had.  Free safety inspection is on hvac systems.  

We never did any work with any material that would cause a mess other than pipe dope to seal the joints.  It is required that we come back and reseal in the event of a leak.  We did.  

The customer was more interested in what she was being charged than the work that was being performed.  The job was done right otherwise she would not have a operating fireplace.  She also wanted us to fix the improperly operating fire place but did not have the money.  I told her that we can not do anymore work for free.  We did perform approximately 2 hours of work for free.  It takes 30 minutes to drive from my office to the city.  Another fifteen to her house and 30 minutes for the other two returns both ways.  That's a bargain!

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/17/2012 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Friday, June 29th. Comfort Pro tech arrived at our house to trouble shoot a non-functioning AC unit. Tech determined that the unit was out of coolant and that it would cost us upwards of $800 to refill the unit after parts and labor. He then said it would not be worth repairing our system and promptly called his boss out to quote us a new system.Monday, July 2nd. Called an additional company for a second opinion. The tech arrived on site and after trouble shooting the unit determined that it was not out of coolant, but actually over filled. The actual issue was a faulty switch that he repaired in an hours time. The tech was astounded that someone had told us we were out of coolant as he had to remove some of the coolant to bring the unit to a safe operating level. The AC unit has been running fine ever since.I could not help but to feel a little conned by Comfort Pro as they stated our unit was not worth repairing due to low coolant and so quickly offered a quote a brand new system. When confronting Comfort Pro via email this was the response I received; "I am guessing that you had an old guy that does not know anything about sub cooling and superheat measurements. This is a typical answer when checking a charge if you are an "old guy" that does not do continuing education." This, in my opinion, is not a professional response after your tech makes a miss-diagnosis.Whether or not it was Comfort Pro's intent or not to miss-diagnose in order to sell me a new system I will never know, but I cannot help feeling a little duped as their tech's diagnosis was hopeless and the complete opposites from a competitor. To be honest, had Comfort Pro at least apologized after confronting them via email I would not be writing this today.

Desired Settlement: I feel that Comfort Pro charged me $140 for a false diagnosis in order to attempt to persuade me into purchasing a complete new heating and air conditioning system for my home. Had Comfort Pro apologized to me after confronting them with the issue I would not be filing this complaint today.

Business Response: We did not misdiagnose the system.  The customer simply did not want to continue after my technician told him that it could be costly and would probably be better off looking at a replacement.  It is better practice to replace something that is going to cost several hundred or thousands of dollars to repair.  We may have began the repair and found that it was not as serious as presumed, but there is simply no way of knowing that until the customer agrees to proceed.  After hearing the POSSIBLE costs, the customer declined and wanted a sales price instead, not us, him.  The price that he told us the other technician was selling the R22 refrigerant for is absolutely false.  He may be selling some that he has had for several years that he needs to get rid of since it goes bad over time, but you can't sell refrigerant of that type for 20 dollars a pound and stay in business.  The average cost for R22 today is 65-100 per pound depending on where you are.  I am sorry that the customer had a bad experience, but that is their opinion.  I would never tell a customer to repair something that old.  He will be doing it again either this year or next, and then his money was wasted. 

If the system was overcharged then how much did he remove?  And why would he tell you that r22 was $20/pound if it was overcharged.  If it is overcharged, you shouldn't need to know the price because you didn't buy any right?

The invoice for the service is included.  As you can see, there is nothing that is outrageous about our bill.  And the technician states that the customer wanted to know his options from me the owner.  Not us pushing anything on him.  We gave him options and he decided to take advice form someone else.  Certainly, not worthy of trying to tarnish our reputation via complaining to the BBB.  Therefore, I am asking for the BBB to retract this complaint that has absolutely no merit.

Customer signed the service ticket asking for our opinion, as you can see in the attached file.  We have done nothing wrong.

Consumer Response: [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 Administratively Resolved]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9121861, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

The complete lack of compassion and customer service is frustrating to say the least.  They keep stating that their technician did not misdiagnose our system, but who am I, as the consumer, supposed to believe?  The technician from Comfort Pro who stated the machine was out of coolant and not worth repairing or the second opinion technician who stated that the coolant was over charged and was able to fix our system in an hour?  When confronted, Comfort Pro basically said that our second opinion technician did not know what he was doing and that he was wrong, with no in site at all as to who the second technician was.  That, to me, shows a complete lack of professionalism.

Something that I forgot to add in the original complaint:  when Mr. ******* showed up to give us an estimate for a new system on Friday he was adamant that we could not only replace our Ac unit, but must replace our gas furnace as well.  Stating that it was against the law to mix match systems.  He also gave us the information to a financial company where we could apply for financing online over the weekend and said that he would receive an email from the company letting him know if we were approved immediately.  As we did not apply for the credit over the weekend, Mr. ******* called and left a voice mail Monday stating that he had forgotten that there is a unit he could tie into our existing furnace that was cheaper then what he quoted us.  So Friday it was against the law by Monday it was okay?  It is hard not to think that when he noticed we did not immediately apply for financing that he felt he needed to give us a cheaper option and "bend the rules."

Yes, I did sign the invoice, because at the time I trusted them and felt as if I had no other options.  If I, a consumer, cannot trust the service vendors, whom am I to trust?  Is that not why the BBB exists?

Once again, I would not even be filing this complaint had Comfort Pro shown the least bit of compassion when confronted.  There was no, "sorry we got it wrong," or "let me send my tech back out and see where we went wrong," just a flat out "your second opinion tech doesn't know what he's doing, he's wrong."  My apologies for repeating myself, but who am I, as the consumer, supposed to believe in this situation?  The company that told us our unit should not be repaired and quoted us a new system or the company that fixed our unit in an hour?

All in all it really feels that once Comfort Pro saw we had an old unit they only had one agenda; to sell us a new one.  From their technician telling me the unit was completely out of coolant when it was really over filled to Mr. ******* stating on Friday that we could not just replace the AC unit as it was against the law, but then calling back three days later saying that we could. 


***** ******

Business Response: The dry charge unit is a legal Lennox matching unit.  This customer simply does not understand and is on a witch hunt.  We are honest, punctual, and have done nothing wrong.  Follow up is a part of our business, and exhausting every avenue is our job.  We follow the law.

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

3/7/2012 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: They set are furnace in the attic and it leaked threw are ceilling we had it fixed.... but they said they we're going to fix it and my daughter room is freezing.

Desired Settlement: Them to fix are daughter cold room and pay for the ceiling we had done

Business Response: We have a Guarantee here at our shop.  We do not take complaints lightly.  This customer has refused to allow us to come back to his home according to the survey that he did with Lennox.  We have never received one call from this customer regarding any issues since the installation was complete.  The Leak that happened was fixed and no damage was found at that time, otherwise we would have fixed it at our cost. 

As far as his daughters room is concerned, there is insulation work that needs to be done there.  We have already supplied the room with air, it is just not holding the air.  This room is an old cellar that was converted to a bedroom. 

As far as we are concerned, there is no valid complaint here.  If the customer wants something done, he must call and communicate with us for anything to happen.  We don't read minds.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved