Complaints

This profile includes complaints for Comfortable Air's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Comfortable Air

  11549 Old Perrin Beital Rd.#107&108 San Antonio, TX 78247

• 

  Comfortable Air

  119 E Turbo Dr Ste 101 San Antonio, TX 78216-3379

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.

• Initial Complaint

  Date:12/26/2024

  Type:Billing 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.

  Today I was quoted a price for $2880 and charged $4156. Not only was i over charged but the job is not completed. I have made attempts to report the situation to the business office but nobody is communicating with me. I need a refund the work was not complete. No part of it was.

  Business Response

  Date: 12/26/2024

  Subject: Response to Your Complaint
  
  
  Dear Ms. ************** style="outline: none !important;">
  Thank you for bringing your concerns to our attention. I sincerely apologize for any confusion and frustration youve experienced regarding the billing and completion of your service.
  
  
  After reviewing your account and the details of the service provided, I understand that you were quoted a price of $2,880 but were charged $4,156. Heres a breakdown of the charges as per the contract dated December 23 (Contract No. 9705):
  
  
  - Air Duct Cleaning 3 units $99 each: $297
  - Plenum Cleaning for 3 units $180 each: $540
  - Vents Deep Cleaning 19 vents $29 each: $551
  - Disinfection and cleaning of the units 3 units $780 each: $2,340
  - Total before tax: $3,728
  - Plus Taxes: $4035
  - Credit card processing fee (3%): Included in the total of $4,156
  
  
  We have also processed a cash refund for the credit card charge $120 cash.
  
  
  Upon our technicians arrival, we discovered mold in the air conditioning units, and the house was in disarray due to ongoing maintenance, with items scattered across the floor along with machinery and tools. Despite these obstacles, the homeowner insisted on immediate service.
  
  
  We took all necessary steps to clean the air conditioning ducts, disinfect the units, and service all three air conditioners. Unfortunately, the unsafe conditions in the home resulted in several falls as our technician attempted to access two of the nineteen vents and the air return box.
  
  
  We have expressed our willingness to return for a follow-up inspection and any additional work required once the home is organized. We even made an effort to arrive on Christmas Eve but did not receive a response. We remain committed to completing the work and expect the home to be organized and free of tools and machinery that hindered our efforts, allowing us to provide the final service with the professionalism it deserves.
  
  
  Furthermore, given that we successfully navigated the challenges of this job without any additional compensation and worked under increased risk to address the emergency situation in your home, we believe there is no basis for any refund.
  
  
  I understand that you feel the job was not completed, and I assure you we take such matters seriously. I would like to arrange for a follow-up visit to assess the situation and complete any outstanding work. 
  
  
  Please reply to this or contact me directly at ************ ************************ so we can discuss this further and work towards a resolution.
  

  You have spoken to both *** and I and now after several attempts we fail to reach you. It's unfortunate you say we haven't tried to communicate with you to resolve this issue when we have been more than willing to come to your home even during the holiday.
  
  Thank you for your understanding, and we look forward to hearing from you soon to resolve this matter amicably.
  
  
  Sincerely,  
  Nes Sayag
  Comfortable Air

  Customer Answer

  Date: 12/28/2024

  Complaint: 22725160
  
  I am rejecting this response because:
  
  Regards,
  
  ******** ******

  If the company could not do the work, then the technician/ owner could have declined the work. My home had a slab leak. Plumbers and mitigation have been working to get everything resolved.  Flooring, clothing and furniture was destroyed. It has been cleared and hauled.  I spoke to the gentlemen about the situation when he arrived. 

   

  I'd appreciate it if he would refund me for the work that was not complete. I was charged for a job and it was not done. This is theft of service.  I understand that the circumstances were not ideal, but then why charge for it?  Please process and refund.  Thank you 

• Initial Complaint

  Date:11/08/2024

  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.

  I am writing to provide a complaint against Comfortable Air in **************. In early ********************************************************************************************** my attic. They supposedly treated and sealed the area, and I spent around $700 for that service. Later in July of 2024 (7/12/24 specifically) the mold had returned, and I had them return once again to retreat the same area. No later than 4 months went by and the mold started to return in the same spots again. Rather than calling Comfortable Air again a third time I contacted another company to come and assess the situation. After their review, they advised that after both times that Comfortable Air came to my house and provided service, they failed to seal the inside of the **** to prevent further growth. With the inside being mostly fiberglass of course there would still be mold spores growing inside if it was not sealed properly. The technician who came to my house from the other company on 11/8/24 showed me pictures of after he had removed the tape and outside sealant on my **** and there was significant black mold growth underneath the tape (I am attaching photos to this complaint). Which to me shows that all they pretty much did was tape over and seal the black mold on the outside, not to mention not sealing the inside of the **** system. With all of this being the case, it calls into question whether any of the work was properly done by Comfortable Air in both times they came to my house. I am requesting a full refund of both the ~$700 that I paid in 2023 and the $649.50 that I paid on 7/12/24. I also had to pay this new company additional money to fix the faulty work previously done.

  Business Response

  Date: 12/06/2024

  Subject: HVAC Mold Issue ******************************** *******,

  
  Thank you for your feedback. Based on our previous visits regarding the recurring mold issue, weve determined that excessive condensation is the primary cause of mold growth, as outlined in our agreement dated December 7, 2024. This condensation is due to an insufficient refrigerant level in your system.
  To resolve this, a refill of R-410A refrigerant, as recommended in the agreement, is essential. Additionally, we suggested installing UV lighting, which will further help eliminate mold growth. During our last visit, we successfully removed all visible mold.
  Please be advised that we cannot provide an additional warranty without the recommended actions being completednamely, adding the refrigerant and installing a UV bulb. Furthermore, we cannot accept recommendations from unlicensed professionals, especially if they differ from our expert advice.
  We remain committed to assisting you to resolve your issue.

  Thank you,

  Comfortable Air 

  
  

  Customer Answer

  Date: 12/09/2024

  Complaint: 22531627
  
  I am rejecting this response because:

  When you came to my house and supposedly "successfully removed all visible mold", you literally did not clean the mold on the outside of the **** system. You put tape over the exterior mold and then sealed over it, without removing any of it. When the new company that I hired came to my house and pulled back your tape and sealant, all of the mold was still underneath (pictures attached). They even told me you did not clean it and that I got ripped off. I can get this in writing from the other company. I also have pictures of this to prove it, when they removed your work. Not only did you not seal the interior of the **** system when it was fiber glass (something the other company did right off the bat), the mold growth was on the outside of the **** system. A UV light would keep the interior mold from growing, but there is no UV light for the exterior to keep that from growing. And if you say that it's because it grew out from the interior, that only further proves the point that you did not seal the interior properly (since it's porous fiberglass). You did not do the proper work that you should have. I have not only filled out this Better Business Bureau complaint, but I have also filed a complaint with the **********************'s consumer complaint department, as well as the ***************************** and Regulation. I am asking for a full refund of my money from your company to make this right.

  Regards,
  
  **** *******

  Business Response

  Date: 12/12/2024

  Thank you for your inquiry. I understand your concern about the problem you presented.
  
  I would like to clarify that the problem of the mold you found stems, as I stated in the agreement, from excess moisture caused mainly by condensation under specific conditions. The condensation is caused by an external pipe that is not properly regulated and a lack of refrigerant gas, as we told you in advance. The work we performed was performed professionally according to all the recommendations provided to you, and to our understanding, all the necessary steps were performed properly.
  
  Regarding your concern about the sealing this is a misunderstanding of the situation, as the condensation results from differences in heat and cold, and not from poor sealing.
  I would like to see the other company's invoice including the company name and license.
  After we performed the work according to the agreement and recommendations provided, there is no room for a refund, as you received full consideration for the work.
  
  
  Best regards,
  Comfortable Air

  Customer Answer

  Date: 12/13/2024

  Complaint: 22531627
  
  I am rejecting this response because:

  There were two issues that I paid you to fix. The mold on the interior of the **** unit and mold on the exterior of the **** unit. They are completely separate things. A UV light and coolant would not affect the exterior of the **** system as it does not cool the attic. It gets to be 120 plus degrees up there. When I paid you to clean the outside of the **** system, I assumed that it would be cleaned. The photos I attached indicate that mold was still growing underneath the tape and sealant. You just tacked that on over the mold and didn't clean anything or clean enough to kill everything. That part isn't exposed to the outside attic, since it's supposed to be sealed. Again, a UV light and coolant have no bearing on the exterior of the **** system. I hired Greenwood Air Duct Cleaning in ****** ** and they showed me all of this (invoice attached). Your work was not properly done. They even said I got ripped off by you guys, and fixed most of your work for free.

  Also, on the interior of the ****. While coolant and a UV light do effect mold growth. The interior should have been sealed, as it's fiberglass. ********* sealed the interior of the **** right off the bat and even said this should have been done the previous two times you came to my house to address the mold (photos attached). Just simply cleaning it does not remove everything from porous material. Even installing a UV light and refilling coolant won't kill all of the mold growth if it's permeated deep in the fiberglass (it needs to be sealed). Which in my case, there was a decent amount of mold growth to indicate that this was likely.

  With all of the examples that I am siting, this indicates that the work was not done properly. Simply recommending coolant refills and a UV light does not mean that you fully cleaned and treated my **** system the way that you should have been. I will get all of what ********* did and what they found in writing. The mold growth on the outside of the **** system can grow like wildfire in an attic like mine. And if not properly treated the way it should have been, that is a massive liability issue from a stand point of black mold growth and it's effect on health (considering I have a two year old in my house). I am asking for a full refund to make this right. Like I said before, I've already filed additional complaints with Texas state regulatory and enforcement bodies in addition to this complaint. I have all the documentation that I need to build a case for this issue.

  
  Regards,
  
  **** *******

  Business Response

  Date: 12/16/2024

  Good afternoon

  Please provide us the invoice for the **** company name *********. I do not see the attachments you mentioned you included. 

  Please attach them properly to better assist you

  Thank you,

  Comfortable Air

  Customer Answer

  Date: 12/18/2024

  Complaint: 22531627
  
  I am rejecting this response because:

  I have attached the image labelled Greenwood Invoice.

  Please also be advised that in addition to this Better Business Bureau complaint, I have also filed a complaint with the **********************'s Office of Consumer Complaints as well as the ***************************** and Regulation and will provide them with all of the documentation that I have provided this complaint as well.

  
  Regards,
  
  **** *******

  Business Response

  Date: 12/19/2024

  Dear Sir,
  Thank you for your inquiry and for the complaint submitted to the BBB. After reviewing the correspondence, the invoices, and the advice you received, I would like to clarify our position regarding your complaint.
  Although we requested, you did not provide us with the licensing details of the company from which you received advice. After reviewing the facts and the information provided, and consulting with licensed experts in the field, we believe this issue stems from a technical misunderstanding caused by incorrect advice from unqualified individuals who are not licensed to perform such work in the state of ******
  Regarding the humidity and condensation the plenum was designed to be breathable, and therefore it should not have been sealed. Had sealing been necessary, an impermeable material would have been used. Additionally, due to excess humidity inside the air conditioning unit, the dew point drops, causing condensation outside the unit. This is naturally occurring moisture from the air, not a leak from the inside.
  As for mold, it is a common issue that arises with prolonged use of the air conditioner in the hot summer months. We expect mold to appear after several months of operation. When we left the job site, there were no signs of mold or moisture, and the area was clean. We recommended several actions, including the use of UV-Light, which does help eliminate mold inside, though it does not affect mold outside. To prevent mold outside, the dew point in the system needs to be raised.
  As explained, we operate in a professional manner based on technical expertise. However, as a gesture of goodwill, we are willing to offer you an additional treatment at no charge if you require it.
  We would be happy to assist you further with any additional questions. But unfortunately we aren't able to provide a full refund since a professional service was already provided and we had advised you to do other additional services but you disregarded our recommendations and after several months you finally did all the services we initially recommended with another company. 

  Best regards,?Nes Sayag ?Comfortable Air, LLC 
  LIC.#TACLA37098E

• Initial Complaint

  Date:11/21/2023

  Type:Sales and Advertising 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.

  On October 30 comfortable air was dispatched to my home they were spouse to come clean the duct work dryer vent and chimney when they came after 15 min owner ************** said it's all done you need to pay I said let me check after checking the ducts I saw nothing absolutely nothing was done I told him nothing been done then he says ok let me get my guys to clean it they brought a damaged cable and a brush that rotates and try to put it in the duct I said the cable has a wire sticking out it will damage the duct he the owner ************** said I been doing this for 20 years which is a lie then he insisted to continue to clean ************************************************************************************************************************************************************************** over **** dollars comfortable air should not be in business they should be arrested for causing damage to the property then he has a nerve to ask for the payment mind you he only did half of one duct out of 34 ducts only one half way I asked for the insurance he ran to his car and took off I'm filing with BBB , attorney *************** and filing a lawsuit be aware of this fake company that rips people off and scams veterans who served

  Business Response

  Date: 03/27/2024

  I went back to check on this day but we didn't service no customer by this name or any other day. This is a fake review. Please delete this post from my BBB profile this is probably another company trying to affect my business. I ask to please delete this post this person didn't provide an invoice or any real pictures with damage nothing because we never serviced them. 

  Customer Answer

  Date: 03/27/2024

  Complaint: 20898267
  
  I am rejecting this response because: comfortable air was at my house and did the damage to my ducts I have provided evidence photos I asked for insurance owner refused to provide insurance so I can file a claim my attorney is in process to file a lawsuit against this dishonest company and its owner comfortable air is a scammer and dishonest and should be shut down 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:05/09/2023

  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.

  Got a coupon for cleaning of air ducts for $129. Set up the appointment crew came out did "clean the vents" didn't even take the vents off just blew air in them. We signed the contract agreeing to the $129 deal. The older guy cut a hole in the side of the duct connected to the air handler claiming he found mold and debris. Ok. Said they could spray cleaner and add a UV light to kill the bacteria, sparyed some kind of purple stuff and never added a UV light. We have tried resolving the issue with the company because they charged $3122 to the credit card after we already agreed to the $129 on the contract but they now will not return or answer our phone calls. Would like them to adjust the price they charge. Will be reporting it to my credit card company as fraud until adjusted

  Business Response

  Date: 06/01/2023

  Complaint has been resolved, customer received all services and is satisfied with our services. ************** at their home again and everything is fine now.