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Business Profile

Heating and Air Conditioning

Stokes Comfort Systems Heating & Cooling LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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:09/19/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 them, ******** ****** and his company ****** Comfort Systems Heating & Cooling, to put in an air conditioning and furnace on Aug. 28 and Aug. 29. Two days after installation it started making noises and I texted him on Aug. 31 something sounded weird. The weekend came, which was the holiday, we were out of town and my son noticed something wasn't working and turned it off so that it would not do any damage. On Monday, he started calling and texting them and they said they would be there on Sept. 5th. No one showed up. Then they texted that someone would be there on Sept. 6, and no one showed up. I called their office on Sept. 6 and still never heard anything. I hired ****** Heating & Cooling to check on the problem. They said it was non condensables due to not being vacuumed out properly. They found other things not done properly - flue pipe not put in right, breakers should have been changed to 20 AMP breakers and he said they never pulled a permit with St. Louis County. ****** did answer after I told him what ****** Heating & Cooling had found. ****** said they would come fix it and never came to do it. So I got ****** Heating & Cooling to complete the job. It cost me over $2,000 to fix what I paid ****** to do for me. I still have not heard from them.

    I would like to be fully reimbursed for what I paid ****** Heating & Cooling for what ****** Comfort Systems Heating & Cooling should have done.

    Customer Answer

    Date: 02/08/2024

    I have not received anything from the company.  I have text messages from the company promising that they would cover the costs of the other company I had to hire.  I will send them to you.

    Business Response

    Date: 02/20/2024

    We sincerely apologize for the inconvenience and frustration caused by the recent experience with our company. Such lapses in our service do not align with the high standards we strive to uphold, as evidenced by our extensive customer base, which includes over 3000 loyal patrons. Upon thorough investigation, it has come to our attention that three payments were issued to address the matter at hand, yet regrettably, they did not reach you. Subsequently, upon reaching out to the referring contractor, it was brought to our attention that an incorrect property address was recorded in our database for your account, which hindered our attempts at communication.

    We acknowledge and take full responsibility for the oversight, and have promptly updated our records with your correct address to ensure the successful reissuance of these payments. Despite the involvement of another service provider in addressing the situation, our primary objective remains rectifying the issue at hand and assuming responsibility for any associated costs incurred. We deeply regret our unavailability at the time of repair, and extend our sincerest apologies for any inconvenience this may have caused.

    Rest assured, we are committed to resolving this matter expeditiously and have initiated the necessary steps to facilitate prompt reimbursement for the unnecessary repairs. Furthermore, we are utilizing this experience as a valuable learning opportunity within our training protocols to prevent similar occurrences in the future.

    We are pleased to note that your system is now functioning satisfactorily, and we are diligently monitoring the process to ensure the swift and successful delivery of the owed payment. Please anticipate further correspondence from our team, as we endeavor to uphold our commitment to exceptional customer service and address any outstanding concerns promptly.

    Thank you for your understanding and patience as we work to rectify this situation. Your satisfaction remains our utmost priority, and we are dedicated to restoring your confidence in our services.

  • Initial Complaint

    Date:03/17/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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 am writing to report an issue with Stokes Comfort Systems Heating & Cooling. I hired them to install a new HVAC system in my house and paid them in advance for the work. However, now that the work is complete, I have been unable to get in touch with them to schedule a final inspection and have my house passed.

    Despite my repeated attempts to contact them, they have not been responsive. I am disappointed with the lack of communication and follow-through from Stokes Comfort Systems Heating & Cooling, and I am concerned that I may not be able to complete the necessary inspections without their cooperation.

    I would appreciate your assistance in resolving this matter and ensuring that the necessary inspections are completed. Thank you for your attention to this issue.

    Business Response

    Date: 04/24/2023

    We want to apologize for the miscommunication. I know that this property has been completed and glad we were able to get this resolved for you. If you have any further issues please reach out to our office directly at ************. We are happy to have been able to get thsi resolved for you and look forward to working with you again. Have a great day

    Customer Answer

    Date: 04/24/2023

    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.

    Sincerely,

    *********

Stokes Comfort Systems Heating & Cooling LLC is BBB Accredited.

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