ComplaintsforComfort Air Cooling & Heating

• Initial Complaint

  01/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My gas furnace began having issues shutting off before the house was brought up to the temp on the thermostat. My wife checks out the unit in the basement and notices that the single wall 6 inch metal exhaust pipe coming out of the unit is rusted and split open; I would like to point out that this is not up to code for furnace exhaust and created a situation where carbon monoxide was leaking into my basement, installed by Comfort in 2017. I was told that there will be a $45 Service Fee and an $80 Diagnostic Fee that will be applied toward repair if I use them to fix the issue. My wife called and texted me that the tech had been walking around the house for 2 hrs looking for where the exhaust pipe left the house, was trying to get her to help him, and was on the phone for most of the time that he was at the house. I was able to get through to the tech on the phone, at which time he indeed told me that he couldn’t find where the exhaust pipe left the house and that he was going to write a proposal to cut a new hole in the basement and completely rerun the line out. I told the tech that I was not confident in the diagnosis and did not agree that the exhaust was blocked, which I confirmed in the 15min it took the next day when I found the exit of the clear line in my chimney. So, let’s talk about what they charged for this visit: the $45 Service Fee was accurate, but they decided that the diagnostic was an “Extensive Diagnostic” and charged me for 2 of them, totaling $250. I call for the next couple of days and eventually end up speaking with the service manager, who informs me that yes, the $250 charge is correct and no, it will not apply to the repair. The $300 was a complete waste of money for a ridiculous diagnosis and proposal; I just had to consider it a sunk cost and move on to a different company. The other company diagnosed the issue in 30min and came back later that day to do the 1hr repair that was needed with no additional holes cut into my basement.

  

  Business response

  01/13/2023

  On  the afternoon ******** *** ***** we at Comfort Air Cooling and Heating dispatched one of our service technicians to the home of a local customer of approximately 6 years for a service repair call on his gas furnace.  Shortly after introductions are made and a brief customer interaction our technician located the equipment and began his troubleshooting process.  Prior to Comfort Air arriving at the residence, our office staff informs all customers of our standard $45 Service Call fee along with an $80 diagnostic fee.  The diagnostic fee is charged for the first 30 minutes of troubleshooting.  After that time period, if more time is needed, it does raise to $125 per hour.  I would like to take the time to go over the concerns and disappointments of the customer in hopes of reaching a resolution and resolve to this uncharacteristic circumstance that has been expressed.
  
       When our technician located the equipment, it was obvious that the flue exhaust pipe has been compromised by holes in the piping.  While we did in fact install the system in August of 2017, the flue pipe was in good condition at that time.  The ******* furnace was issuing a fault code that indicated the Draft Safeguard mechanism was continually shutting down the system.  One of the most common causes for this to occur is a blocked or obstructed flue pipe.  Our technician did take some time searching for the point at which the pipe exits the home but was unable to locate it.   During the time he was searching, our technician notified the customer of the additional extensive diagnostic fee rate and it was agreed upon.
  
  Since we were unable to locate the end of the vent, our technician decided to test the diagnosis.  We followed the pipe as far as we could, until it inserted itself into larger pipe and into the chimney where it was no longer able to be handled.  By disconnecting the pipe at that point, it allowed the furnace to run and the system did not shut down until he reconnected it to the existing flue pipe.  This is indicative that there is an issue with the pipe that goes into the wall, to which we would not be able to physically get our hands on.  With that being said, our next step would be two-fold.  1) Since the flue pipe was blatantly compromised, we would have to run a new pipe regardless due to the safety hazard it proposes. 2) Based on the test and success thereof, it seemed reasonable and necessary to run a new pipe.  
  
  I understand why there would be some reservation with having to make a new 6” diameter hole.  However, consider that without us being able to locate the end of the pipe, with the pipe going into the wall and up the chimney, and the gaping holes in the flue pipe; running a new flue pipe is the only option available.  Until we have a safe flue pipe to work with, the issue of the diagnostic is only secondary.  We at Comfort Air care about the safety of all of our customers and his suggestion of “just cleaning it” would not have sufficed.  
  
  I think it is important to understand that the Comfort Air representative that was spoken to over the phone was not our Service Manager but our Dispatcher.  We are under the understanding that before we can be sure to effectively ensure the system is working as designed, it is our responsibility and duty to ensure the equipment is SAFE!  We were forced to shut the system down and prevent it from being used as we left the property due to the poor condition of the exhaust pipe. The pipe was so deteriorated that it actually crumbled when you squeeze it.  Our customer expressed his discontent with us when we informed him that he would be unable to operate the system in this condition and that is something we hold no apologies for.  If the true issue with this is one of money being wasted, we have no problems with reimbursing the money that was spent for the diagnostics.  If that is the main concern, that could have been resolved on ******* *, 2022 if it would have been requested.  Money is not and never will be more important than the safety and well being of our customers.
  
  In regards to the other company finding another plan of action and successfully making the repair in a timely manner; that is great!  Our question is, is the flue pipe still in dangerous condition or did they run a new pipe?  That is the only issue that truly matters in our opinion.  Misdiagnosis happen, from time to time and, while we do our best to be thorough, there are times when we make mistakes and are not too proud to admit such mistakes.
  
      In conclusion, we hold no regrets in our decision to shut the system down as that is the right thing to do when you have a compromised exhaust pipe.  I believe while their focused is on the “waste of money,” our concern is the safety of their family.  If our diagnosis was not accurate, we would like to sincerely apologize for our error despite the rational avenue of approach we took to arrive at our determination as it was not intentional or ill-willed.  If reimbursement is needed we will not dispute or contend the matter.  As previously stated, we will take great comfort in knowing that the flue pipe has been adequately replaced to ensure the safety of the occupants.
  
  
  
  
  
  
  Respectfully Yours,
  
  
  
  Christina W*****

  Customer response

  01/14/2023

  
  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.  A refund of $250 for the 2 Extensive Diagnostic fees that I was charged on 12/30/2022 is an appropriate response from the business.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February 2021, this company came out and gave me a quote to replace my HVAC Unit. My old unit worked but I needed an upgrade before the summer. They quoted me $7,150 for a new HVAC. They came on February *** 2021 and installed the new HVAC unit. After installing the new unit, they could not get it to work. They told me the "zone board" was bad. But the "zone board" was working the morning they arrived before they installed the new unit. They left me that evening of February *** 2021 without a working HVAC unit. The temperature was in the 20s that night. The next day they charged me another $1,800 for a new "zone board." It was installed and the unit worked for about two weeks. On March ** 2021, the company came back out because the unit had completely shut off. They told me that the hose that took the condensation outside was blocked and that they would replace it. I received an invoice stating that they replaced the condensation pump and tubing. In June 2021 the floor in my kitchen started leaking. I called the company to come out and look. They told me it was a plumbing issue, not an HVAC issue. I called and plumber and ended up paying over $10,000 to have the entire house re-piped. In May 2022, the floor in my kitchen started leaking in the exact same place. This company came out on May ** 2022 and determined that the leak was caused by the drain hose that was not properly replaced by them in March 2021. Water has been leaking down my walls and pooling on my floor for over a year. I have visible mold on the walls of my home from the leaking drain hose and visible damage to the walls and floors in my home from the leaking drain hose.

  

  Business response

  08/23/2022

  Business Response /* (1000, 12, 2022/06/14) */ I have spoke to Ms. ******** on **************** for approximately 25 minutes regarding this matter. She informed me that she would be back in touch with me but I have not heard back from her, nor has she contacted my office. Consumer Response /* (3000, 14, 2022/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have reached out to a mold remediation company about an estimate to fix the damage to my home. I have not received an estimate as of *********. The owner of Comfort Air Heating and Cooling indicated to me repeatedly on ******** that he would not be accepting responsibility for the damage his company caused to my home. I will forward him the estimate from the mold remediation company but he indicated he would be unlikely to pay for the repairs.

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