ComplaintsforEngineered Comfort, Inc.
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Complaint Details
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Initial Complaint
11/22/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Numerous attempts to get the business to finish the work I asked to be done. Advised on several occasions that the owner (apparently the only one who can finish the work) "is out of town". Past believable a month ago! I am attaching screenshots of texts. If memory serves, there are a couple of emails as well that further support the poor service.Business response
01/27/2022
Business Response /* (1000, 9, 2022/01/10) */ Contact Name and Title: ****** ***** - President Contact Phone: XXX-XXX-XXXX Contact Email: ******@engineeredcomfort.com Thank you for this notification regarding the work identified in the complaint, I could not locate the original email, and am glad to be able to respond to this. Based on the complaint, following is a timeline of the events, as determined from our records: 8/28/21-Customer called for unit not cooling 8/29/21- Technician inspected the system and diagnosed a leak in the coil 9/27/21- We replaced coil and completed the work associated with the estimate. Client texted our office that the technician told her I would be coming out to address additional items of work. 10/15/21- client texted our office again, and then again on 10/22/21, 10/28/21 and 11/4/21. There are a few items this client wishes for Engineered Comfort to address, and, if she is willing for us to do that, our office will reach out and try to schedule an appointment within the next 7 days. I apologize for the disconnect in Engineered Comfort's communication in this situation that prevented the continuation of work for this client. She has been quite patient. We are also working to ensure this type disconnect cannot occur in the future. Some context: the desire by this client was for me to inspect a situation at her home in the September time frame. I was in the process of recuperating physically from Covid Pneumonia and the combination of being at home, and in the hospital, for pretty much the entire month of August. I also went out of town several times to work on more controlled, less congested environments. For someone in the air conditioning business, being out in August put me so far behind, catching up in a compromised, recuperating condition was impossible during much of the Fall. Unfortunately, I could not serve all the customers needing to be helped during this time, and this client should have been better informed of this by Engineered Comfort on her original request in September, and she was not. We are going to make contact and try to rectify this situation. Thank you.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.