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:04/07/2025

  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.

  I hired a **** company to replace my AC/Furnace unit and to redo the ducting after an assessment of my system. This was supposed to be a three day project but then turned into four without notification until the company was called after losing my dog. The timeline of the project is as follows:2/28/25: Installation of AC/Furnace 3/5/25: Abatement 3/7/25: Duct/Vent Replacement 3/8/25 Insulation I took out a loan for almost $33k to pay for this project on the promise that the workers had a background check and were trustworthy. I was told that the workers would only be able to come do work if they were let in in the morning, and would leave when we returned to see them out. Days 1 and 2 were fine, but on Day 3, the workers left before I came home. When I got home, I found my dog missing. When the company was called, we were told that workers would come by the next day to finish the insulation (Were they even going to notify us? This was supposed to be a three day job.) and that they would call the workers to see what happened with the dog. Eventually, one of the workers does come back in person to talk to my partner, but then leaves shortly after.From that point on, we've called the office several times to see what they would do to compensate for losing our dog. They were slow to call back (or in some instances did not call back at all), did not seem too concerned, and did not offer any help to finding our dog. The final time we spoke to them, they did offer $1k off the total price, but that amount for losing a dog we consider a member of our family seems like nothing. We finally reached out to corporate and was told both times by ***** that we would get a call back from ****. No call back both times. The lack of urgency and concern from a company that partnered with ********** is extremely troublesome. What's also troublesome is the amount of money I have to pay for a job that is incomplete and to a company that has poor customer service.

  

  Business Response

  Date: 04/15/2025

  Thank you for taking the time to share your concerns. We genuinely understand how distressing it must be to have your pet go missing, and we want to first express our sincere sympathy. Pets are family, and we recognize the emotional impact of this situation.
  

  Regarding the project at your home, we want to clarify the sequence of events and the efforts we made throughout the installation process:
  - We completed all elements of the scope of work as outlined in your signed contract. 
  - While the original project estimate was three days, this was based on standard timelines and did not account for additional work that was identified after the initial inspection. We remained in regular communication throughout and did not abandon the job.
  - On the day your dog was reported missing, we immediately sent our lead installer back to your home to help locate your dog.
  - We were informed by you that there were security cameras in the home. When we respectfully asked to review the footage to help determine what may have occurred, we were told the cameras were not operational.
  - We were not made aware prior to the project that your dog was a risk of getting loose, and we recommend all homeowners secure pets during active projects for their safety.
  - Although we have found no evidence that any member of our team was responsible for the disappearance of your dog, as a goodwill gesture, we offered a $1,000 reimbursement. This offer was declined.
  

  We understand that this situation is emotional, but we assure you we have taken every reasonable step to respond promptly, communicate clearly, and act in good faith. We apologize if you felt our responses were delayed, and we are reviewing our internal follow-up processes to ensure this doesnt happen in the future.
  

  Our goal has always been to provide high-quality service and to act with integrity.

  Customer Answer

  Date: 04/16/2025

  Thank you, I want to address some of your responses:

  - The work is not complete as per my signed contract as there is still one vent in a bathroom that is still currently taped up and has not been installed with the new vent. At the end of Day 3, there were three vents that were taped up and I had to inform different workers on Day 4 (who finished the insulation project) that the vents were not complete. They told me that they were not informed of this, so they didnt have the materials to finish it, but one of the workers was able to install a bedroom vent since that material was left behind.
  - While I understand that jobs take longer than estimated, we were not informed that it was incomplete until we called to ask, so regular communication was not happening as we had to reach out each time.
  - Although we might not have informed you that a dog was able to get loose, your workers did see a dog on Day 1 and Day 3 (they were the same workers on both days). We did secure our dog behind several closed doors without incident on the first two days. Your workers left the front door open while doing work, so although my cameras did not record the visual, I can still check in and see whats happening in live time. If they knew a dog was in the house, the front door could have been kept shut to prevent any accidents from happening, or if they were concerned/nervous after Day 1, they could have brought this up and we would have happily found a solution to their concerns. 
  - Lastly, yes an offer of $1,000 was made which was countered with a higher amount and no response was given after that. We then called the corporate number twice to follow up, and was promised a call back both times to discuss the matter, however, no call was returned.

  I would like the last vent to finish getting installed and will lower my counter to $2k off the total. I will consider the matter resolved if those two things are able to be met so that we can all move on.

• Initial Complaint

  Date:02/27/2025

  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.

  **** customer service I was asking for a yearly service of filters and checking the unit.January 4, 2025, I had an appointment to service HVAC unit to change out filters and yearly check unit. No contact from Home Comfort that they were not showing or rescheduling my appointment. I waited three hours.The following Monday I called Home Comfort and let them know I had waited all day for service, and no one called or ********* that call on January 6 a service was rescheduled for the following Saturday, January 11, between noon and 3pm. Right before 3pm on January 11, I received a text message that they needed to reschedule. I spoke with ****** and another appointment was set up for the following Saturday January 18th. ****** told me my service would be $59.00. on the 18th I received a text message stating that they were rescheduling and they scheduled be for Monday. I texted back Monday was not good for my schedule and the following Saturday 18th between 3-6 would work. They did not show or call or text on January 18th. On January 31 at 11:27 am and at 4:52pm ***** at Home Comfort called left voice messages, that they wanted to schedule for the next day Saturday between noon and 3pm that would be February 1.I verified appointments four times with Home Comfort and again they did not show or contact me on February 1. On February 1 I emailed at 1:48pm as they were to be at my house between 12-3pm asking if they were on the way. They never replied or showed up. Then On January 31 I received a phone call from ***** at Home Comfort When ***** called me again to state they set up another appointment I told him that I wasted 12 hours waiting three hours each day for the four prior appointments set up where they did not show, did not contact, or rescheduled one of those four appointments. I stated I would not reschedule with this company as I feel the **************** after purchasing a HVAC unit from them is below par.

  

  Business Response

  Date: 07/02/2025

  Dear *****,
  
  First and foremost, I want to sincerely apologize for the frustration, inconvenience, and time you've lost due to the repeated missed appointments and lack of communication from Home Comfort ***. Your experience is far from the level of service we strive to provide, and I completely understand your disappointmentespecially after placing your trust in us following your HVAC install.
  
  Reading through your message, its clear that we fell short on multiple occasions, and for that, I am truly sorry. You should never have had to follow up so many times, nor spend hours waiting without explanation or a courtesy call. Your time is valuable, and we deeply regret the way this was handled.
  
  We would truly appreciate the opportunity to make this right. If you're willing to give us one more chance, we would like to offer a complimentary maintenance service on your systemcompletely free of charge. We will prioritize your appointment, ensure proper communication every step of the way, and have a trusted technician arrive as scheduled.
  
  Please let us know if you would be open to this, and we will work with your availability to ensure a smooth and respectful experience moving forward.
  
  Again, our deepest apologies for the inconvenience and poor communication. We value your business and your feedback, and were committed to regaining your trust.
  
  Warm regards,
  ***** **********
  General Manager
  Home Comfort ***
  ************

• Initial Complaint

  Date:12/23/2024

  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.

  Home comfort USA approached me in ********** store in told me they were running a special for an inspection of your furnace which included an inspection in a filter change. The technician arrived at our residence and informed us that our system needs to be changed out and we had a lot of asbestos exposure and they recommend we change out the furnace. When the technician left, our heater was not working. shortly after that, we obtained a second opinion so we hired another company to come out and they pulled the filter out and showed me that it was not changed and also recommended that our system did not need to be changed and we did not need to remove any asbestos. All we need to do was tape the insulation around the heater pipe. I am requesting a refund for the service they claimed to have done and Also and additional 85 dollars that we paid another technician to obtain a second opinion.

  

  Business Response

  Date: 03/10/2025

  Dear ***** & ******,
  
  Thank you for reaching out to us, and we sincerely apologize for the experience you had. We take your concerns very seriously, and we deeply regret that your service visit did not meet your expectations.
  
  We would like to investigate this matter further to ensure it is resolved to your satisfaction. Our service manager will be reaching out to you immediately to review the details of your service visit and identify a resolution. We are committed to addressing your concerns and ensuring that you are properly taken care of.
  
  In the meantime, if you have any additional questions or concerns, please don't hesitate to reach out to us directly *************). 
  
  Thank you for your patience, and we look forward to resolving this for you.
  
  Sincerely,
  ***** **********
  General Manager
  Home Comfort ***

• Initial Complaint

  Date:07/29/2024

  Type:Order 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 6/24/2024 (Mon), HomeComfort USA came to our home, ran a diagnostic on our HVAC which was leaking and advised that it would be very expensive to make the repairs to a 12-year-old HVAC with algae/mold issues so we agreed to purchase a same size Lennox HVAC system called the Gold Package. *********************** sold us the Gold Package at $25,488 which included an ecobee smart thermostat and one smart sensor. The installation was completed on 6/25/2024 (Tue) but the installer was not provided the smart sensor we paid for so he said he would check with the office on coming back to provide that. The attached screenshot is my husband hearing from ***** that we should have received the smart sensor (not the wired one in the picture) at the time of installation. We have contacted HomeComfort on numerous occasions to ask for the smart sensor but to also notify them that we had to cancel the unit inspection as they filled out the permit with incorrect home owner information. They mistakenly listed the previous owners name although all the paperwork was signed with our names. We have not heard back from the company or the representative, *****, since then - its over a month now with no response to the permit or the missing product piece. They will not return any calls although we cannot get the permit approved. They must provide the correct paperwork for the inspection and permit approval, and not providing the smart sensor we paid for is a bait and switch. This is the most unresponsive HVAC organization we have ever worked with and hope they will not treat other customers this way. Is it possible to please help us get the product we paid for and please get the company to provide the corrected permit that we need, we dont know how to get them to respond. ************************* phone number is ************** and his email address is **************************************** Thank you.

  

  Business Response

  Date: 08/06/2024

  Dear *****,

  First and foremost, we want to extend our sincerest apologies for the inconvenience you have experienced. It is always our goal at Home Comfort USA to provide exceptional service and support, and it is clear that we have fallen short in your case.
  We understand the frustration of not receiving the smart sensor that was included in your Gold Package purchase, as well as the issues with the permit due to incorrect homeowner information on the submitted paperwork. Please rest assured that we take your concerns very seriously and are committed to resolving these matters to your satisfaction.

  Once we fully recognized our mistake, we dispatched a technician to install your smart sensor on July 30. We understand the importance of having a fully functional HVAC system, especially one that you have invested in with the expectation of top-quality performance and convenience.

  Regarding the permit, we are taking steps to correct the homeowner information and will expedite the process to ensure that your unit inspection can be scheduled without further delay. As you might know, our team has reached out to receive a copy of the correct deed so we can complete the permitting process. We recognize the critical nature of this documentation and apologize for any oversight on our part.

  Your satisfaction is paramount, and we are committed to ensuring that your experience with Home Comfort USA reflects the high standards we strive to uphold. Thank you for bringing these issues to our attention.

  Warm regards,

  The Home Comfort USA Team

• Initial Complaint

  Date:04/22/2024

  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.

  I paid for a pre-paid service plan with Home Comfort USA for $542.86 dollars on maintenance on our homes heating and air systems, a 3-visit plan. They came twice within the last year, then on the last pre-paid visit have not shown up twice on appointments I have made on different Mondays. So, I asked to be refunded $200 for their lack of completing their commitment on 04-08-24, through their representative ********, and I was told it would take 5 days to complete. To this date, 04-22-24 I have not been refunded what I have already paid $200 on service visits they don't show up on. I called their company today again, 04-22-24, and spoke to ******, who initially disconnected the phone line with me when I requested a refund, and when I asked for a manager, he told me there wasn't one available. He told me he would re-submit for my $200 refund and that it would take a minimum of 2 weeks. I do not believe this company is asking in good faith and honoring their service commitments that customers pay for.

  

  Business Response

  Date: 05/02/2024

  First i want to apologize for the delay in any service.  We will be addressing and improving process.  Your refund has been expedited and processed.  Please call me if you need anything ************.  Our customers are the priority and i would like to make it up to you.

  Customer Answer

  Date: 05/10/2024

  
  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,
  
  *********************