Customer ReviewsforCarolina Comfort Air, Inc.

The **** system for my home, which is over 5 years old, was installed by Carolina Comfort Air. There have been service-related issues with the installation. However, Carolina Comfort Air either through the home warranty process or through their excellent customer service when both the home warranty and product warranty had passed has always made things right. Owning to one's mistakes by making things right is integrity and epitomizes true customer care and satisfaction. Speaking to the service manager about my concerns was a breath of fresh air as I wasn't given the runaround and challenged by the points I brought forward, but rather I was heard out, they reviewed my service history and provided a solution beyond what I asked or expected. I would recommend Carolina Comfort Air based on my experience with them.

Thank you for sharing your experience with us. We truly value your feedback and are committed to ensuring customer satisfaction. We apologize for any service-related issues you've encountered but are pleased to hear that we've been able to address them promptly and effectively. Providing excellent customer service and making things right, even beyond warranty periods, is our priority, and we're glad to hear that you found our approach to be transparent and responsive. We appreciate your recommendation and look forward to continuing to serve you in the future. Thank you for choosing Carolina Comfort Air.

Two years into our newly built home, our heat went out. As this company put our unit in and put their name and number on our thermostats, we gave them a call. They used the opportunity to push their free diagnostic with a one-year membership as they scheduled an appointment in the next few hours. Within 15 minutes of them (2 technicians) being here they had the heat back on and wanted approx. $430 to trace what was blowing a fuse. They traced it to a wire that was vibrating up against metal and "had been for a so long that it caused the wire to become exposed, causing a short". When I asked if the machine was vibrating more than normal, I was assured that it wasn't. When I asked what position the wire should be in, I was assured that the wire is "now secured", and it wouldn't happen again. At this point the technician tried to get me to sign up for the year membership in order to save the $125 diagnostic fee. My complaint to their company, 10 minutes after the technician left, was that they installed it, no one has touched it since and now they have fixed something that was wrong on the inside of the machine. While I was waiting on a call back, my wife received an e-mail for an advertisement for their one-year service plan and that they would waive the $125 diagnostic fee. When they called me back, they said that because we hadn't called in two years, the charge stood and all they could do was waive the diagnostic fee, if I signed up for a one-year service plan. This was due to the fact that "we don't even touch the wires when *************", and "if it was a problem at install it would have happened faster."

We truly appreciate you taking the time to share your recent experience, and we apologize for any inconvenience you faced with your heating unit. After thoroughly investigating the matter, we identified the issue as a manufacturer defect and not an issue with the original installation. Our technicians promptly corrected it during their visit. Unfortunately, as the situation fell outside the warranty period, there was a charge associated with the service. We understand your concerns, and we want to assure you that we value your business. If you would like to discuss this further or explore any possible resolution, please don't hesitate to reach out to us directly. We are committed to ensuring your satisfaction and addressing any remaining questions or concerns you may have.

We have had excellent service from Carolina Comfort Air. They service our hvac system and keep it in excellent condition. It not only keeps our system running efficiently, but gives us peace of mind. The service techs are very knowledgeable and professional. Just one less thing to worry about with our home. Great investment.

Thank you for the 5-star rating! We're thrilled to hear about your positive experience. If you have any further feedback or need assistance in the future, feel free to reach out to us. Your support means a lot!

"****" helped me resolve a humidity issue I've been having for several years. She gave me a few simply tips to try and I was in disbelief when the humidity level in my home dropped by a full 20% by the next day. Just can't thank her and her associate, ****** enough for their help in resolving my issue. I'll be calling them first for all future HVAC needs. ************

Thank you so much for your 5-star rating! We appreciate your support and are here to assist you with any future HVAC needs. If you ever have questions or require further assistance, please don't hesitate to reach out. Your satisfaction is our priority!

Wife and I chose this business in 2017 to buy a new system from. The install was botched, water lines were cut and halfway fixed and had to be redone. The installers were nasty and tried to rip us foo at every chance. Finally complained enough after two weeks, it was finally done. worked OK for a bout 3 years, the heat pump died. Charged me $340 for a warranty call to fix. Now it's died again and I'm told there will be another charge for parts and labor with a 10 year warranty. I will not use these people for the repair. There are other people close by that can more efficiently fix this problem. People be careful! Do NOT use this company. The warranty is useless, the service is expensive even under warranty, the service reps talk to you like you're an idiot. No Thanks Carolina Comfort, done with you.

Thank you for your review. I'm sorry to hear you had such a frustrating experience, but I really appreciate you bringing this issue to our attention. Our Service Manager has been unsuccessful in reaching you by phone last week and again today. If you would like to speak further with us regarding your experience, please call ************.

Unfortunately, our good experience with the new system was short-lived. The very next summer we started to have severe hardwood floor buckling. Seems that the system was causing the crawl space to be so cold, that severe condensation was occurring on the duct tubes, in the fiberglass insulation, and generally all of the. The subfloor and joists remained soaked across the entire crawl space throughout the summer and began to rot. Carolina Comfort Air sent out their inspector, who said that a dehumidifier should have been installed at the time of installation of the HVAC system the summer before. He said that he had never seen a floor buckling that bad before. We contacted CCA management, and were told that they would "get back to us about it", but they haven't, and they have not returned our calls since. Full disclosure - this was a barter job. We produced a few videos for them to use in attracting new hires in exchange for the new system installation. During the filming, we became friends with some of the people there, and have maintained contact with some. They tell us that the company realizes that we can't afford to litigate to see if we can recoup some of the massive costs we're facing in replacing nearly our floor in the entire house, so they're betting that we just 'go away' eventually.

Thank you for your review. I'm sorry to hear you found your experience with us anything less than exceptionable. During your consultation on June 3, 2019, our consultant discussed the current state of your crawl space. It was notated that your crawlspace was not sealed, there was not a vapor barrier installed and the soil was sandy. Due to these factors, installation of a dehumidifier was not recommended nor would it be best practice to install. Our consultant also notated that you would be installing a vapor barrier yourself. The system installation was then completed September 12, 2019. On October 26, 2020, our technician responded to a call that there was a leak under your home caused by the HVAC system. Our technician inspected the ductwork in the crawlspace to which he recommended removing all insulation, sealing the crawlspace and installing a dehumidifier. Our technician photos also show that a vapor barrier had not been installed at that time. Our Service Manager discussed these recommendations with you in more detail on October 28, 2020. At that time, we made the decision to not barter additional work with you because of non-payment of the installation job and the commitments on your end to provide hiring videos had not been fulfilled. If you would like to speak further with us regarding your experience, please call ************.

"During your consultation on June 3, 2019, our consultant discussed the current state of your crawl space. It was notated that your crawlspace was not sealed, there was not a vapor barrier installed and the soil was sandy. Due to these factors, installation of a dehumidifier was not recommended nor would it be best practice to install." Such was NEVER mentioned during our initial consult with CCA rep ***** ********. In fact, there was no discussion at all, he merely emailed us a PDF of his recommendations, and there is absolutely no mention of sealing the crawl space or dehumidifier in that document. Long after the installation, when CCA sent another inspector out, he noticed that CCA installers had sealed all foundation vents, and surmised that this was what was causing the accumulation of humidity. He actually recommended removing these vent blocks to allow for airflow. As mentioned previsouly, he also stated that they should have installed a dehumidifier during the system installation. The previous Carrier system had been in the crawl space for 30+ years without a single drop of condensation ever forming. It's patently obvious that the new system was the cause of the issue, NOT the condition of the crawl space, unless you believe in INCREDIBLE coincidences. "Our consultant also notated that you would be installing a vapor barrier yourself. I do not have the time or ability to install a vapor barrier. We consulted a crawl space encapsulation company AFTER the buckling and rot had been noticed, which was over a year after CCA installed the new system. The massive cost involved due to the rot and black mold remediation required is preventing us from havingthis work done, and now we are having major settling issues due to the rot of structural members in the floor. "On October 26, 2020, our technician responded to a call that there was a leak under your home caused by the HVAC system." There was never a suspected "leak". We have never claimed that there was any "leak". We have always known that the problem was widespread condensation accumulation. "Unfortunately, our good experience with the new system was short-lived. The very next summer we started to have severe hardwood floor buckling. Seems that the system was causing the crawl space to be so cold, that severe condensation was occurring on the duct tubes, and in the fiberglass insulation and generally all of the sub-floor and joists remained soaked throughout the summer and began to rot. Carolina Comfort Air sent out their inspector, who said that a dehumidifier should have been installed at the time of installation of the HVAC system the summer before. He said that he had never seen floor buckling that bad before. We contacted CCA management, and were told that they would "get back to us about it", but they haven't, and they have not returned our calls since. Full disclosure - this was a barter job. We produced a few videos for them to use in attracting new hires in exchange for the new system installation. During the filming, we became friends with some of the people there, and have maintained contact with some. They tell us that the company realizes that we can't afford to litigate to see if we can recoup some of the massive costs we're facing in replacing nearly our floor in the entire house, so they're betting that we just 'go away' eventually. The following is my response to Carolina Comfort Air's claims - "During your consultation on June 3, 2019, our consultant discussed the current state of your crawl space. It was notated that your crawlspace was not sealed, there was not a vapor barrier installed and the soil was sandy. Due to these factors, installation of a dehumidifier was not recommended nor would it be best practice to install." Such was NEVER mentioned during our initial consult with CCA rep ***** ********. In fact, there was no discussion at all, he merely emailed us a PDF of his recommendations, and there is absolutely no mention of sealing the crawl space or dehumidifier in that document. Long after the installation, when CCA sent another inspector out, he noticed that CCA installers had sealed all foundation vents, and surmised that this was what was causing the accumulation of humidity. He actually recommended removing these vent blocks to allow for airflow. As mentioned previously, he also stated that they should have installed a dehumidifier during the system installation. The previous Carrier system had been in the crawl space for 30+ years without a single drop of condensation ever forming. It's patently obvious that the new system was the cause of the issue, NOT the condition of the crawl space unless you believe in INCREDIBLE coincidences. "Our consultant also notated that you would be installing a vapor barrier yourself. I do not have the time or ability to install a vapor barrier. We consulted a crawl space encapsulation company AFTER the buckling and rot had been noticed, which was over a year after CCA installed the new system. The massive cost involved due to the rot and black mold remediation required is preventing us from having this work done, and now we are having major settling issues due to the rot of structural members in the floor. "On October 26, 2020, our technician responded to a call that there was a leak under your home caused by the HVAC system." There was never a suspected "leak". We have never claimed that there was any "leak". We have always known that the problem was widespread condensation accumulation that began AFTER you installed the new system. Your technician agreed with that, and he wrote that in his report. "Our Service Manager discussed these recommendations with you in more detail on October 28, 2020. At that time, we made the decision to not barter additional work with you because of non-payment of the installation job, and the commitments on your end to provide hiring videos had not been fulfilled." Our final payment to you was made on Oct 26, 2020. You made the decision not to have any additional work done by us because we had completed all work we were contracted for. We have emails from you stating that the videos were approved and final versions were sent to you, which are to this day are still in use, at least on your YouTube channel. Our initial contact person with you was replaced, and her replacement didn't seem to care for the videos, but that was not our problem. We offered to make any changes she needed but never heard back. We were told that she had someone else that she wanted to do her video production work.

New home new system, under warranty never fixed problem and stated parts were under warranty but labor would be 212.00 dollars. The day before Got a call said the charges would be over 5 hundred, already paid for the first service call, decided to wait due to COVID work limits. Not a year later said due to parts going up in cost which had nothing to do because under warranty, Now New charges would be over 900 dollars,for a problem that should've not happen. This is a 2 zoned system, one zone downstairs 67 degrees upstairs 85, They literally unplug one thermostat, unplugged and closed one of dampers.I shut down the circuits for air conditioner, and have to run Circuits for heat system so my air conditioner will work. They are nothing but all time crooks, how much do they charge for labor 800 per hour?

Thank you for your review, we appreciate all feedback. After reviewing your customer records, we did install the system in your home in August 2015 and were not called to service your home again until July 2020. At that time you did not approve repairs cost and stated you would have another company to complete repairs. We were contacted again in July 2021 in which our Service Manager offered to waive diagnostic costs and honored part warranty pricing even though part warranty expired in August 2020. Our Parts Coordinator reached out several times to schedule with no response.

I have owned my home for a total of two years. Brand new system was put into my home because it was a brand new home. I have had three issues with the a.c one even prior to the 1 year warranty. What I'm getting at here is that there is terrible workmanship, and I feel like every time I dish out $200+ it makes me sick. Don't choose this company.

Thank you for taking the time to speak with our Service Manager regarding your experience yesterday. Upon receipt of the service invoices from the other service providers since our last visit in May 2020, we will review and follow up with you again.