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Business Profile

Heating and Air Conditioning

Total Comfort Heating & Air Conditioning, Inc

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/18/2024

    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.
    my unit is 4 yrs old and a tech came out to service the a/c he took way to long to complete the job. less than a week later my a/c did not work. called co they sent a mach. to check it and he told me someone would be here the next day to make the repair and they would recover the freon replace the part and put my freon back and the job should only take 2 hrs. i had asked them not to send the mach. that did the service they sent him anyway he was there around 4 hrs. they sent me a bill for 1260.00 ,1210.00 for 11lbs of r 410a freon which only cost around 380. per drum (25lbs) what happen to my freon plus my unit was still under warranty .i have called serval times and sent a e-mail with no response.

    Business Response

    Date: 07/03/2024

    We apologize to Mr ********** that the technician took longer than he thought necessary to complete the repairs to his air conditioning system.

    Our pricing is a flat rate system and he was not charged for any extra time the technician spent on his repair.

    We agree the refrigerant should have been recovered and returned to the system and are willing to refund him the $1,089.00 for the refrigerant

    ($ 1,210.00 - $121.00 discount he was given on the refrigerant).

  • Initial Complaint

    Date:06/15/2023

    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.
    I noticed that the temperature in my house was 81 degrees during the hottest part of the day while the thermostat was set to 78. At night, my house would cool down to 72. I called Total Comfort and their technician, *****, arrived on 6/12. He completed an inspection and gave me a list of things that would need to be repaired:

    1) The refrigerant used was the "22 "that was no longer used. He said it would have to be drained and replaced.
    2) Evaporator coil would need to be replaced.
    3) Said my unit was partially frozen over.
    4) Change liquid and suction line filters.

    At the time, he could not give me an estimate for the work. He said someone would call and he left. However, I noticed that the temp in my home continued to steadily rise after he left. I called the company and told the receptionist it was getting hotter and asked for when I could get the estimate. She told me the next morning.

    In the meantime, the temp continued to rise. It was 88 in my house throughout the night. The next morning, I realized I couldn't hear the compressor running yet the air was blowing inside. At that time, I called another company. When that tech arrived at 2 p.m. the first thing he said was "Holy smokes. It's hot in here." Beyond explaining that I had someone look at the ac yesterday and that the temps had risen drastically since then, I didn't tell him anything ***** had said. He completed his inspection and I was floored by his findings. He said the tech had disconnected the compressor and not reconnected it. On top of that, he said I was just a "little low on freon" and he added some. Within four hours my house was down to 78 degrees and has remained at comfortable settings since.

    Whether intentional or not, Total Comfort made me and my two pets suffer unnecessarily for 24 hours during record high temperatures. They put our health and safety at risk. I had selected this company because they had such a high rating with the BBB.

    Business Response

    Date: 07/17/2023

    We are very sorry Ms ****** was not satisfied with our service. The unit was found to be low on refrigerant indicating a refrigerant leak in the system, a leak was found in the evaporator(indoor coil) and Ms ****** was notified of her options. The compressor was disabled because running a compressor low on refrigerant will cause the compressor to fail. Her system does use refrigerant R-22 which is no longer manufactured, so we use the replacement R44B. In order to properly recharge the system the R-22 would need to be removed and replaced with the R44B. Ms ****** called our office to complain and the invoice for the diagnostics and work performed was removed from her account at that time.

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