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:06/17/2024

  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.

  4/19/24 Had duct cleaning service performed (2 complete systems). This includes the air handlers. $1966. 6/4/2024, a mere 6 1/2 weeks later had annual "ops check" of both units. Technician wrote both air handlers up for being dirty (fan and indoor coil), and he took pictures. Called main number to have a manager speak to me. No response. Sent a "email" through Collins website contact menu item. No response. Somewhere in this, someone didn't perform the service I paid for as confirmed by another employee of same company.

  

  Business Response

  Date: 06/28/2024

  We have checked with our managers. ****** spoke to him Monday on the bad review and offered to clean the coils at no charge.  He declined so ****** asked what he would like us to do to settle the issue and make him happy. He told ****** to send him an email with our best offer and he would decide from there.
  
  I have instructed ****** to send the email with two options:
  
  -Clean the coil at no charge.
  -Refund $297, the cost of the coil cleaning as quoted.

  Please review the options in your email.

   

  Customer Answer

  Date: 06/29/2024

  Destiny misconstrues the actual facts. Friday afternoon I received the email detailing the offer to clean the coils in the air handlers. At no point was this offer proffered before that. I was asked "what do I want" in my telephone conversation. I did not offer any suggestion at that time as I preferred to have email documentation for whatever solution Collins proposed. I have accepted Collins offer to clean the coils via email. This is a very acceptable outcome. 

  

  Business Response

  Date: 11/18/2024

  We have taken care of the customer and the customer has said that they will close out the issue.

  Customer Answer

  Date: 11/18/2024

  Mr **** stated on my telephone call with him that Collins would refund me in accordance with the estimate that they had emailed to me (following failure to provide the service we both agreed upon). I have not received any check from Collins. The only time Collins has contacted me has been after the BBB has contacted them. In each case, they have proffered a resolution that I agreed to BUT Collins has failed in each case to uphold their end of the agreement.  Ultimately, they allegedly cleaned my two systems from end to end but then their own technician stated both air handlers were dirty. That tech provided photos detailing his assessment. Other than promising some resolution and then reneging on it, Collins has done nothing except obfuscate, deny, and waste both my time and the BBB's time. In the hope that this just evaporates.

  

  Business Response

  Date: 11/25/2024

  Collins had failed to mail out the check refund to the client. Managment was told that it had been mailed out weeks ago and assumed it was taken care of. After meeting with account, we determined that it was still outstanding and had issued a check mailed out last week for the customer.

• Initial Complaint

  Date:06/14/2024

  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.

  Recently had two units replaced at a price of $46,000 on May 3. We have had issues since the date of installation on both units. The condensers outside are vibrating the walls and they both sound like they are 20+-year-old units. Since installation not a single person from Collins has reached out to verify if things were going OK. I have made multiple calls and complaints and have received a bunch of useless recommendations and answers of how to fix the problem. The air temperature in my house is completely off with one unit constantly running and the other one not running at all unless the temperature is 5 to 6 below the other unit. One room of the house is 66 while the Thermostat is set to 76. Fixing the temperature in this room was part of the contract and one of the selling points. They charged me (and then supposedly credited me) to install an air return, and then on the day of installation they said it cannot be installed. On the other side of the house, the temperature in the primary bedroom bathroom and closet is about 4 to 5 warmer than the rest of the house. We are constantly waking up to lower the thermostat so it would kick on. This was not an issue before, as our old units had temperature sensors in the rooms. The sales person said this wouldnt be an issue since the units are more advanced and quite. They since sent out one person (field Supervisor) that tried to resolve the issues with no luck. The other issue is dealing with their contractor to replace and fix the access hole in my attic. 1 day wasted trying to fix and another with a no-show. The response I received from Collins was we have no control with their schedule. Even after emailing my issues to the company over a week ago, still no response. We tried to give them a fair chance at resolving the issues, but the Lack of concern on their part deserves to be reviewed. Now Im stuck with a 46k headache, nosier units, waking up freezing or sweating and wasted time all from a sleazy salesman

  

  Business Response

  Date: 06/27/2024

  Collins Comfort Masters believes in taking care of our customers and is committed to great service. Our team has reached out to the customer to get a resolution.

  
  Our office is always available for calls at ************.

  Customer Answer

  Date: 06/27/2024

  I have only been contacted by your company on day 1 when I sent a response to their automated email indicating I was not happy with the provided service. Since then I have had to reach out multiple times placed on hold, waiting for some one to contact me then provided excuses that they are to busy to send someone in a timely fashion. Wasted days waiting on someone to show up and not showing up, etc.  I have not once been contacted with any type of follow up or solution by their company.  Also, I have not been contacted by the company after submitting this complaint regardless of them indication on their response that theyve reached out!  And to top it off my electric bill went up and I received a message from SRP that in the month of May Ive used 70% more energy then more efficient homes in my area and I should look into new units.  This is extremely frustrating due to the fact that during the billing cycle my units were off for the first week, because the motor in one unit was burnt and then the day after the install, we were gone on vacation for a week with no one home. So the increase in electricity usage is strictly from their more efficient units.  So, no I do not believe you take pride in your work or your customers. If you did I wouldve received a call from your company regardless if I was having issues or not to inquire if I was happy with this very expensive purchase! 

  

  Business Response

  Date: 06/28/2024

  We have followed up internally on the issue.

  Here are the latest updates:

  Install 0n 5/2 service went out same say on vibration, there was no vibration during that visit. On 6/7 ****** went out and assessed client concerns, adjusted air flow to master and other problem area, Tightened screws on panels on condensers, made adjustments to refrigerant lines and ordered new grill.

  
  6/28, ****** is set to install grill and has vibration dampeners for the condensers and will take another look at the air issues.

• Initial Complaint

  Date:06/14/2024

  Type:Product 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.

  On 2/14/24. I walked out my front door and witnessed a waterfall of foamy while chemical pouring down my neighbor's roof and flooding my gardens and citrus trees leaving a pile of white foam across my property. I called out to the technicians on my neighbors roof and asked them what was the white foam pouring on to my property. They said "cleaner". I said "you're flooding my gardens with cleaner". They said "sorry". I called Collins Comfort immediately to complain. Eventually I received a phone call from ***********************, a manager at Collins Comfort and I discussed my frustration and concern about an industrial cleaner flooding my gardens. His response was "I'm looking at the photos and the coils needed to be cleaned". I was shocked and replied "how is this my problem?". He replied that the coils needed to be cleaned. I told him that I know his crew is required to have a **** for the chemicals used on site and I demanded a copy. He told me that I can expect a call from the President of his company. I received the **** for NU-BRITE (4291-01, 4291-05, 4291-08, 4891-08) by email from ****** the next day but no other phone calls were offered. I had a legal demand letter sent to Collins Comfort demanding soil testing and a response within 30 days. I am reporting this incident to the ***** and AZDEQ as outlined in the demand letter if I continue to get no further response or resolution.

  

  Business Response

  Date: 06/27/2024

  Tell us why here...Collins Comfort Masters believes in taking care of our customers and is committed to great service. Our team has reached out to the customer to get a resolution.

  
  Our office is always available for calls at ************.

• Initial Complaint

  Date:05/06/2024

  Type:Sales and Advertising 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 AC units replaced in my home on Tuesday April 30, 2024. One of the units has stopped working. I called for service on Friday, May 3, 1024. A service technician came to the home and stated the issue was possibly a faulty mother board, but parts were not available until Monday as the parts department was closed for the weekend. I did not hear from the company on Monday and called them. Despite calling several times. I have not received a call back and have no AC service.

  

  Business Response

  Date: 05/13/2024

  Collins Comfort Masters had responded to the customer.

  We spoke to the customer on 5/6 and explained that we were waiting on ****** for a new control board.  We have decided to pull one from a unit here and will be out the morning of 5/7 to install it.

  The control board did not resolve the issue, so we are replacing the condenser.

  Collins cares about its customers and strives to make things right.

   

• Initial Complaint

  Date:11/10/2023

  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 had Collins Comfort replace our a/c units (2) in Jan 2020. We've had several issues from sales to install to maintenance, but the most recent issue is the last straw.This last summer, our a/c units weren't keeping up with the temperature of our home. It got to a point where they were running constantly. A tech came out to our home at the end of August, and he determined that one of our systems had a refrigerant leak. The bill was a hefty $805 for him to recharge the system.After the service visit, I was told a technician would contact me to schedule another appointment in about a month or so, to come and assess the leakage. There was no follow-up.I'm sure you can imagine the frustration we feel for several reasons:1. These units are pretty brand new. We're just finally approaching the finish line on our loan, and we already have a leak... not only costing us another $800, but also increased our energy bills over the summer!2. From what I gather on leaks, there is either a problem with erosion, wear and tear, or defective manufacturing... none of which, if I'm correct, should be at our expense on new *********. Lack of follow-up and communication. I called to express my frustration soon after our appointment, and to get further insight, and I never received communication back. With it being a couple months now, I can only imagine what we will get to pay for more refrigerant.We were promised customer satisfaction and quality workmanship, neither of which we feel like was fulfilled. Personally, we feel like this should be ******'s responsibility and loss, not ours. We paid over $20k for units (and fancier units) that couldn't make it even 4 years before needing a costly repair.*Last week, I reached out to the company with basically all I've said here. They called pretty quickly after to send out a service tech. The tech came the following day, and pretty much just summarized costs we'd be looking at to diagnose the repair and to charge the system again. No accountability from the company. No responsibility. Just wanting even more money.

  

  Business Response

  Date: 11/13/2023

  Hello ******,
  Sorry to hear of your experience. We would like the chance to earn you business and make things right. We are happy to discuss how to better serve you. Collins Comfort Masters

  Customer Answer

  Date: 11/13/2023

  This is the kind of typical, automated-sounding response that I'm not even surprised by. There is no indication that my specific complaints are acknowledged. No indication that the company has put any effort into looking at my case. This is consistent with my personal communication via Collins Comfort.

  

  Business Response

  Date: 11/28/2023

  ***** and ***** have both reach out. You can also call our office to talk with ***** directly at ************. Collins would like to make things right and work with you. We will continue to reach out in this matter.

  Sincerely,

  Collins Comfort Masters

   

  Customer Answer

  Date: 11/28/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  Date:10/21/2023

  Type:Product 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.

  Please read attached Complaint.

  

  Business Response

  Date: 10/23/2023

  We would like to make things right. ****** will be reaching out to get this taken care of. We look forward to working with you on this matter. 

  Sincerely,

  Collins Comfort Masters

   

  Customer Answer

  Date: 11/13/2023

  I am filing a new complaint since ******** was closed prematurely. I received one call form the business stating they would call me back and have heard nothing since then. BBB assumed the issue was resolved which is not the case. Very disappointing that Collins did not practively see this through
  

  
  

  

  Business Response

  Date: 11/28/2023

  ****** has reached out multiple times and would like to make the situation right. We will continue to reach out. You can also call our office to speak with ****** at *************. We look forward to working with you on this matter. 

  
  Sincerely,
  Collins Comfort Masters

• Initial Complaint

  Date:10/10/2023

  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.

  Two years ago I bought a new A/C and furnace from Collins. Part of the deal was to have them inspect it spring and fall. I pay for a membership that covers those visits. I scheduled the fall check up for Friday October 6. Technician ******* showed up and went on with his work. When he finished his review he said that he was sad to report that my compressor was shot. He named some readings he said he got when testing it. He said the compressor itself was covered but labor was not. The charge for labor would be $2122. The system is only two years old and I was not having any problems. He said there was a loud grinding sound outside of metal against metal. But he did not send me a written report like was done before. I called another HVAC company to have them do the whole fall check up on Monday October 9. Their report stated that the whole system is in perfect condition and there are NO problems. But Collins sent me a text saying they had ordered the parts and wanted to schedule the repair. I called them and said to cancel the parts and send me ******** report. I also asked to talk to the service manager. He was supposed to call me, but has NOT. Last year I had them check my hot water heater that they had installed the year before. They claimed that a central rod was corroded and needed replaced plus the drain plug needed to be changed for a larger one. I didnt know, so I let them do the work. Now with this fake report, Im thinking that was also a scam. That means that they have a pattern of false reports, causing people to pay for unnecessary expenses. Hundred of dollars for the hot water heater. Thousands for the A/C system. I believe this needs to be addressed as quickly as possible to stop this happening to others

  

  Business Response

  Date: 10/23/2023

  We would like to work with you to make this right. Please contact ******************* at ************. 

  Sincerely,

  Collins Comfort Masters

  Customer Answer

  Date: 12/08/2023

  This company told me my compressor was broken and wanted to charge thousands to replace it. I got a second opinion and they said it was fine. I filed a complaint with BBB. Collins told the BBB it was resolved but they had been ducking all my calls. It was not resolved. I canceled my service contract with them October 10th. They promised me to stop charging my credit card. They did not. They charged my card in November and December. I had to cancel my credit card to stop their fraudulent charges. They have taken $14.50 each time. They tried to scam me and continue to try to do so. I want my money back they charged after canceling my account.
  

  
  

  

  Business Response

  Date: 12/11/2023

  We are working to make the situation right. *****,is working on getting the membership canceled and the last two payments refunded. You can contact ***** at ************ with any questions.

  Customer Answer

  Date: 12/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  Date:09/29/2023

  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.

  Our HAVC unit had the coil, evap coil in the air handler, condenser, fan, and many other parts replaced in the out door unit upon installation 2018. Now the the Evap Coil is rusting and leaking in the attic which can cause mold. The outside unit is slamming at shut off and recycling approximately every 15 minutes. The master bedroom smells like like bleach most of the time. During last conversation I was asked what is any of this is our problem? Collins Comfort Masters is Owned by ************* Would like the unit to be safe and fixed. Thank you Tried to upload video didnt work.

  

  Business Response

  Date: 10/18/2023

  Hello ********,

  Please call ***** our VP of HVAC services at ************ so we can get this taken care of for you.

  Collins Comfort Masters

  

  Business Response

  Date: 10/18/2023

  Hello ********,

  Please call ***** our VP of HVAC services at ************ so we can get this taken care of for you.

  Collins Comfort Masters

• Initial Complaint

  Date:09/25/2023

  Type:Product 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.

  I will forward an e mail sent to Collins that they did not answer. They refuse to answer the phone or communicate in any way. I am sending the e mail to you.

  

  Business Response

  Date: 10/09/2023

  Hello ****,

  We would like to work with you to get this resolved. Please call ***** our VP of HVAC services at ************ so we can get this taken care of.

  Sincerely,

  Collins Comfort Masters

  Customer Answer

  Date: 10/11/2023

  ***** says he wants to reach an agreement but he won't answer the phone.

  

  Business Response

  Date: 10/18/2023

  Hello ****,

  Please call ***** our VP of HVAC services at ************ so we can get this taken care of. You can also talk with ******************* to get this matter taken care of.

• Initial Complaint

  Date:08/25/2023

  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.

  On 8/12/23 Collins Comfort responded to my service request for a failed water softener. The service technician told us the bypass valve as well as the electronic valve body needed to be replaced. When he returned to do the work, he discovered that the controller also needed to be replaced. By this time he had already installed electronic valve body. The company refused to take back and credit me the cost of the part ($618) unless I applied it towards the cost of the new, and considerably more expensive water softener. Had the technician fully diagnosed the issue, I would definitely not have authorized the repairs (parts alone would total over $1500) . Further, I felt pressured to purchase another unit, I discovered that this brand was eligible for a 15% ****** gift card. The sales person, after fiirst confirming it, later called and said it was not eligible, but I would get 5% which was later raised to 10% , When the technician returned with the new unit, it did not even fit! He should have measured it first. In the end, he took it back and I was not charged, but I was still on the hook for the $618 electronic value body that was installed but not used. This whole stressful situation was exacerbated by incomplete diagnostic work and upselling

  

  Business Response

  Date: 08/31/2023

  We have spoken with **************** and will be refunding $862.60. We have begun processing the refund request and will pick up the installed parts. He has already replaced the Water Softener with a new one. 

  Customer Answer

  Date: 09/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************