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:08/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We contacted this company in November 2024 identifying a leak in our kitchen ceiling from the master bathroom. Two massive holes were taken out of a wall and kitchen ceiling for access. They addressed the issue for over $1,000 but we still had leaking in the same spot about 4 months later. The woman we spoke with said they only have a 3 month warranty when they claim a 1 year on other forums. They came back out and charged us an additional $300+ fee to fix it, again and that still did not solve the problem. Thankfully we did not have the drywall repaired because I was worried we would encounter more issues. We trusted these certified plumbers to complete a task in a timely manner and had them come back out for a 4th time to assess and was told we needed a makeshift base around the drain but would be charged almost $400 for that service. So now we are looking at about $2,000+ because I also ordered the **** fixtures they suggested for replacement which was an additional cost. But we are not the plumbers and they should know what they are doing and back up their warranty claims and not charge us for every time they come out to fix the problem they have yet to successfully fix. We have been more than patient for the past 9 months and they will not get back to us to continue this work.

  Business Response

  Date: 09/16/2025

  We are sorry about the delay in getting back to you. We are currently looking into this matter with our plumbing manager and will be in touch with you as soon as possible. Thank you 

  Business Response

  Date: 09/16/2025

  Please have the home owner contact **** ******** (plumbing manager) at ************. This is not a situation that was a "warranty" callback, but a shower base pan that was improperly installed, thus creating the call back for the leaks. **** will be able to explain the charges and recommendations. **** did attempt to reach out to Mr **** and did not receive a return call.
  
  ***** *****
  

  
  

  Customer Answer

  Date: 09/16/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:08/07/2025

  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.

  A-Comfort Service (hereafter, ACS) installed a Trane XV20i heat pump and supporting equipment, including a Trane 850 control on 6.3.24. Additional installation later included moving the 850 control and installing another control. We reported the 850 control was not measuring temp. and humidity correctly. After over a year, the heat pump and control do not act correctly, and we still do not accept the heat pump. Three fatal error codes developed. The dealer did not know what they were. A tech, ****, worked on the unit for hours and decided he needed to restart the unit. Since neither us nor the dealer understand the failures, we are afraid they will recur next winter. In message boards online the same failure modes are associated with defective units. **** claimed the heat pump was required in its instructions to be set at 50 degrees changeover to the backup gas furnace. When sold to us the dealer said the heat pump would be set at 35 degrees. Indeed, at 50 degrees there is little rationale to use a heat pump. **** left it at 50 degrees, so it was set wrong for many months. The dealer said they would look into it. We said we did not accept the unit. They did nothing. During the winter the heat pump was noisy and total energy costs (electric plus gas) went up. We told the dealer we expect the heat pump to be replaced as defective. The dealer did nothing. We finally contacted Trane directly. After many phone calls and promises by them to escalate the issues and get back to us immediately, nothing at all happened. *** also said they contacted *****'s **** but got no response. On 7.31.25 we had service on the heat pump and furnace. The heat pump was still set at 50 degrees. *** recommended setting it to 40 degrees, which we agreed to, only 5 degrees higher. The 850 control and/or the heat pump acted bizarrely e.g., at one point ignoring the setting and continuing to cool. The unit is defective, is no longer in production, and needs to be replaced by a different model.

  Customer Answer

  Date: 08/11/2025

  
  Per your email, I am submitting additional information for our complaint. The heat pump and thermostat continue to show issues that warrant their replacement. Here is the text of an email I sent today to ***** ******* ********************************** at  A-Comfort Service that describes these issues. Please add this information to our complaint:
  
  Thank you. 

   

  *****,
  
  The heat pump and thermostat issues are continuing. Three times in the last few days the heat pump has been running  full tilt on cooling when the actual temperature in the house is far below that showing on the 850 thermostat. It keeps cooling despite the setting. I have several matching Govee temp and humidity meters that I compare (***** saw them).
  
  The time shown on the heat pump is wrong; the timings I list here are the correct times. Here are the most recent days:
  
  Thurs., 8.7.25:
  
  9:55pm, heat pump on cooling. Running loudly, full tilt. 850 thermostat shows 77 in house, with temperature set for 76. Actual temperature in house was 70.8. Outdoor temp was 68.
  
  10:01pm  temp on 850 in house said 76, same as setting, but still cooling full tilt.
  
  10:12pm temp showing on 850 for house says 77; setting still at 76, but still cooling full tilt. Actual temp in house was 70.6.
  
  Getting too cold in house, so changed to heating at 10:18pm. When I did that the temp setting changed to 60, but we never set it at 60. So I adjusted it to 75. Then the heat pump made a thud noise. Heating did not come on.
  
  10:19pm: 850 says temp in house is 76, but 850 setting is 75. Actual temp in house is 70.7, over 5 degrees lower than 850.
  
  At 10:35 the heat has not come on yet. The 850 says the temp in the house is 75. The 850 says waiting. The outdoor temp is 67; the actual indoor temp is still 70.7.
  
  At 11:40pm the heat is on and running. The outdoor temp is still 67. The 850 says the indoor temp is 75 and it is set for 75. The 850 says heating then changes to idle. The actual temp. in the house is 71.5. So the house is not actually heating up. Changed the setting to 77 to try to get the house temp up. After raising the setting to 77, the 850 shows idle, then waiting, then heating.
  
  At 11:47pm the 850 says the temp in the house is 76 and the setting is 77. The outdoor temp shows as 69. The actual temp in the house is 71.8. The 850 says heating.
  
  At 12:01am the 850 says 77 in the house. The setting is 77. The system is idle. The actual temp in the house is 71.9, which is too cold.
  
  Friday, 8.8.25:
  
  At 3:48pm, the 850 says the temp. indoors is 76. It is set for 76. The outdoor temp is 81. The 850 says the unit is still cooling despite the fact that the setting of 76 was reached. The actual temp in the house is 71, but the unit continues to cool the house. THIS HAS OCCURRED AT LEAST THREE TIMES RECENTLY THE **** CONTINUES TO COOL DESPITE THE SETTING, MAKING THE HOUSE TOO COLD, AND DOES NOT STOP. It also pushes our electricity cost up needlessly.
  
  At 4:16pm the house indoor temp is down to 70.7 but the unit is still cooling. So I turned the unit off. The 850 then said that cooling was off but the fan was still running. Then the heat pump went off with a loud clunk.
  
  Later in the evening I turned the heating on and set it to ************************************************************************** order to get the unit on.
  
  At 12:28am the 850 said the temp was 76, with it still set for 76. The system was idle. The actual temp in the house was 73.1 and felt too cold.
  
  There was water under the heat pump this morning despite the heat being on all night and it not having rained for perhaps 10 days. I dont know what to expect here  -- perhaps condensation if it were cooling? But it wasnt.
  
  Besides gross errors in temperature and humidity readings, there seems to be a problem with the heat pump continuing to cool past the level at which it is supposed to stop. Again, this happened recently three times, but it has also happened in the past. I am just documenting it here.
  
  I dont understand why after over a year we cant get the heat pump and thermostat replaced; they were defective from the start. The heat pump failed with error messages that may reflect defective manufacturing, per online complaints matching the messages we had. The thermostat was off right from the start I told you it did not match temperature readings elsewhere in the house and have verified that via use of multiple matching temp/humidity meters.
  
  During the heating season the heat pump was noisy (several noises I told you about). Your tech **** set the changeover temp to 50 degrees and told me it had to be set at the level for proper operation per instructions he said that he read. It was left there all winter and for most of the time we have owned it. That level is not acceptable; I told you we would not buy a heat pump if the changeover temp was that high. A few days ago your tech ***** checked with **** and it was set it at a more reasonable 40 degrees.
  
  You have never been able to address the humidifier issue it cant humidify to the level we had before and wastes a lot of water, apparently because of limited options for its location but you designed how to install the new furnace, filter box, and heat pump. The humidifier panel seems to fall apart after only a few months. As you know, the original furnace installation you designed did not work because of the noise. You knew we had a big filter. We agreed to buy the large new, very expensive filter box (which did fix the noise) although the old box worked fine with the previous furnace.  If having the new large filter box would not work to keep the old coil you said it would then you should have told us that, so that you could have designed the whole system differently and had the humidifier in a workable location. As it is, we had to replace the coil when the heat pump was installed. But then things seemed to be in the wrong place. It looks like the whole setup by the furnace needs to be arranged differently so that all of its pieces work properly.
  
  The heat pump and thermostat have warranties, but this is a sales issue we told you that we will not accept products that were defective from the start. When they proved defective we told you the installation was not completed and we did not accept them and wanted them replaced. Your company did nothing. At this point, we wont accept replacement with the same units, because of the issues we have had with them.
  
  You tell me that Trane wont respond to you regarding these issues despite your being their dealer. If so, you cannot warrant to us that you are in fact a Trane dealer if you are not. We bought these units from you because you represented to us that you were a Trane dealer and could deal with installation, warranty, and repair issues as a dealer would. It is not an acceptable explanation that Trane wont work with you now. If, as it seems, ***** supplied you with defective products, they need to replace them, and to absorb the costs of the replacement.
  
  After over a year, we need to resolve this.

  Business Response

  Date: 09/16/2025

   

  I received all the information from Mr ******* We have always responded to all and every concern since the installation. The system was installed to the manufactures specifications and is operating as designed and engineered. We have exhausted all and every resource in our organization to satisfy this customer.. We are in contact with Trane to review his complaint, however I don't feel that we can provide any further solutions to his concerns. 

   

  ***** *****