Complaints
This profile includes complaints for Home Comfort Alliance's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 7 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:07/30/2025
Type:Status:ResolvedMore 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.
Home Comfort Alliance (HCA) installed an HVAC system in our home in 2022. By 2025, it was not blowing cold air due to a refrigerant leak. Technicians came out twice to identify the issue and its location (with the visits totaling $662).During the second visit on July 18, 2025, we were verbally quoted $1,900 for the repair work. (I am enclosing an e-mail dated July 18 in which I reference the $1,900 quote.)On July 30, technicians returned to our house, completed the work, and issued an invoice totaling $2,777.49. When I called to inquire about the difference between the verbal quote and the invoice, I was informed for the first time of a written estimate for $2,516.98. That estimate was dated July 18, 2025 -- i.e., the date on which we received the $1,900 verbal quote. We were never provided that estimate, which an *** representative confirmed on the phone. *** has not explained why we did not receive that estimate nor has it provided a reason for the difference between the verbal quote and the undisclosed written estimate. I am seeking a refund of the difference between the verbal quote of $1,900 and the invoice of $2,777.49 = $877.49.
Business Response
Date: 08/11/2025
We appreciate the detailed information provided and believe this has all been worked out and the desired outcome has been reached. We appreciate the opportunity to make this right and speak with you and look forward to continue to earn the opportunity to work with you in the future.Customer Answer
Date: 08/12/2025
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,
****** *****Initial Complaint
Date:09/27/2024
Type: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.
Home Comfort Installed a dual zone damper A/C and furnace unit including all the refrigerant lines, and dampers. Entire system cost $36909.52. Failed to install on schedule which started 11/23/2022 due to challenges with the control modules. Install finally completed on 2/23/2023. System reporting issues (error codes on pressure and dampers) 4/19/2023 Failed damper they installed started reporting issues 6/10/2023. Issues with damper came up again and no correction. Called service three times before they replaced damper. Charged for labor despite being under labor warranty. $600.35 + $323.88 + $~200 diagnostic free. (6/16/2024 - 8/21/2024 Told tech to check for leak as prior technician claimed that leaking was an issue. Tech did not check for a leak and charged diagnostic and charged for refilled refrigerant despite being charged in 8/21. Charged $323.88 (9/9/2024)9/27 Hired a reputable AC repair man who identified the leak visually and via dye. The pipe was installed by Home Comfort Alliance.I am requesting a refund of all repair charges ($1,448.11) and a 20% refund of initial install ($7,381.90) due to damaged equipment (shortened lifespan) and cost to repair leaking refrigerant pipe for a total of $8,830.01.Business Response
Date: 10/22/2024
Hello,
We have attempted to resolve this by reaching out to the customer to review all issues brought forward. With respect to the leak, we reviewed the contract of what was installed and what was pre-existing or not installed by Home Comfort Alliance as the refrigerant lines that are mentioned to have been installed by our team were not indicated as such on the contract. We also discussed the charges that were mentioned, reviewed the invoices, and offered to refund portions of what was requested from a customer service perspective but have yet to hear back from the customer on if this is satisfactory. We strive to provide transparency and clear communication with all of our customers and look forward to the opportunity once the customer gets back to us to bring this to an amicable resolution.
Initial Complaint
Date:08/22/2024
Type: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.
The repair technicians were great but the customer service over the phone is terrible. I have been trying to get them to schedule to fix my problem that their installers caused for a week now and nobody seems to want to help or communicate with me. I was also willing to pay for it but got no response from them. I also have a service contract that I pay for monthly and now want to cancel, but am told that I will be forfeiting 5 months worth of payments. Very unethical in my opinionBusiness Response
Date: 09/10/2024
We are currently working with the customer and have provided a bid and apologized for the poor communication. We are awaiting a response and hope to have resolved everything by having the customer work directly with our Manager.Initial Complaint
Date:04/04/2024
Type: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.
4/1/2024 $210.48 Upon purchasing the product and them installing the product back in 2022, I got a 10 year warranty for the product and 3 year labor warranty.I called and asked for a service since our heater is not working (it was on but not blowing hot air). I was told on the phone that if its a user error, I will need to pay the transportation fee. But if it is a mechanical issue, it will be covered by warranty and we will not pay anything. Since it is just my wife at home, she was told that there is a piece that is causing the problem but the mechanic was able to fix it and is running right now. Then my wife said "why can't you just change it so it will not happen again," but he said that all he got is a generic brand and he cannot install it if its under warranty. He suggested that when it happens again to just flip the switch on and off for 15 seconds. He then said that the filter is the wrong size and it is not an issue with why the heater is not working (it just not filtering all the air). When everything is ok, he then charged a fee of diagnostic and travel. Saying that it is not a mechanical issue when in fact it he just wont replace the part since he was able to fix it and he doesn't have the not generic brand. He then indicated too that it might be the filter that is causing the issue. And then when my wife told him (since I was on the phone with her) that I did flipped the switch the night before, his reactions was just a shrug.My wife told him that she will call customer service and is not happy with the charges since it was a mechanical issue that was not replaced since he was able to fix it. He did explain too that we have to have a yearly maintenance. But I said, nobody told us that and since it comes with 3 year labor warranty, it should be free. He said something in the line of nobody wants to take blame and everyone is pointing fingers. My wife said, could it be a language barrier and his reply was IT COULD BE. (Note: we are Asian)Business Response
Date: 04/15/2024
We spoke with customer and explained that the warranty did not cover this visit because there was no part to replace and discussed the need for annual maintenance along with having the correct filter installed. Regardless, as a sign of good faith we will be offering a discount on the invoice and refunding a portion of it to the customer. We offered to have this applied to an annual maintenance for next year, but that was declined. Additionally we will be providing a copy of the comfort shield warranty for their review.Customer Answer
Date: 04/15/2024
Complaint: 21532722
I am rejecting this response because:The technician is a liar. They told my husband that the technician wrote "due to filter that a debris might have fallen off the part and yearly maintenance" but I was told that the filter actually doesn't matter. He specifically told me, Oh the filter doesn't really matter.
Sincerely,
*****************************Initial Complaint
Date:12/21/2023
Type: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 paid MM Comfort Systems (now Home Comfort Alliance) for a mini split system in 8/19. The system was installed improperly causing condensate water to pour into my ************* cavities. MM came out & fixed the issue, noting everything else was installed properly. I then had a rat infestation - the exterminator noted the rats were accessing my crawl space using a hole MM's crew created when installing condensate lines. Ive had MM out 6 times because the system was not working and not heating my house. During one of the trips, the technician convinced me I needed a surge protector. I had to go back to work so I gave him my debit card and asked him to put it in my mailbox when he was done with the work and had charged me. The card was in the mailbox later & I assumed everything was taken care of. Almost a year later, I received a collections notice stating that MM hadn't been paid for the work & if I didn't pay, my credit would be dinged. (I've had an 800+ credit score for >15 years & have never had any collections). When I called to inquire why my card wasnt charged, or at the very least why I wasnt sent a bill, they had no response other than I owed them money. Fast forward to this winter, the 3rd winter that I cant get my house warm. I called out a second HVAC company to review MMs work & confirm if it was installed properly. That company noted the system was extremely low on refrigerant (something that shouldnt happen because its supposed to be a closed loop, indicating a system leak) & that much of the installation was done incorrectly. Including that permits were still open from the original installation. MM came out & redid the work, noting the system had 2.1# of refrigerant when it should have had 6.9#. But they are now refusing to return my calls to discuss compensation for the poor workmanship, wear & tear on the units & damage to my *********** that occurred during the fix of the bad work.Business Response
Date: 01/04/2024
We have spoke with ***** regarding the issues identified in the complaint and working through the steps to remedy and resolve the issues. The first of which is getting a third party from the manufacturer of the equipment to confirm all installation practices and equipment specifications are installed and operating to manufacturer specifications. Following that visit which is scheduled, we will be discussing the outcome of that along with any other issues with ***** to resolve this completely.Customer Answer
Date: 01/05/2024
Complaint: 21042754
I am rejecting this response because I am required to respond to this within 7-days and the company and system manufacturer are not scheduled to inspect the system until 1/16/24. I will update after the inspection and response from the company following that inspection.
Sincerely,
***********************Customer Answer
Date: 01/25/2024
I am rejecting this response because the contractor had to reschedule the site visit to from 1/16 to 2/13. Since rescheduling on 1/15, the contractor has not returned any of my emails. I will update after the inspection and response from the company following that inspection.
Sincerely,
***********************Customer Answer
Date: 02/22/2024
I am still waiting for response and action from the contractor. A ****** rep was onsite last week and he directed the contractor to schedule another site visit for their technician to monitor the equipment. Once monitoring data has been gathered, it is to be sent to the ****** rep for his diagnosis of the issue. I have yet to hear from the contractor despite my attempts to contact them.Customer Answer
Date: 04/04/2024
MM Comfort was onsite with the Lennox rep on 3/26 for assessment. I'm waiting for them to follow up with a recommendation and next steps.
Initial Complaint
Date:03/20/2023
Type:Status:ResolvedMore 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.
The installers of my HVAC system cut a large hole in one of the screens covering a crawlspace vent. I didn't realize the "fix" to the hole, larger than 1/4" and against code, was some duct tape and silicone. A rat chewed through the incorrect repair and got into my crawlspace. I contacted MM Comfort and was told that even though the work was against code their workmanship warranty was no longer in effect. I was also told that the install manager would reach out to me. I covered the hole to keep rodents out and put poison bait outside and inside the crawlspace to control the existing rodent, but would like to have a specialist inspect and verify no further signs of rodents and assess the damage done by the rat that was under the house.Business Response
Date: 04/06/2023
In review of this issue brought forward, the installation was completed in January of 2019. Included with all installations is a 1 year craftsmanship warranty. While that warranty has expired, we strive to keep all of our customers happy and comfortable. The duct tape referenced is used to prevent the insulation on the refrigerant line from tearing when pulling through the penetration. Silicone is then applied around the penetration to seal the hole. In reviewing the pictures provided of the lineset pentration into the crawl area, it is visible that the rodent managed to bite through and remove the insulation around the exposed refrigerant line to gain access to the crawl. We have communicated to the customer that even though the warranty period has expired, we are willing to coordinate a rodent service to inspect the area in question as requested and provide up $200 of mitigation.Customer Answer
Date: 04/14/2023
Complaint: 19623671
I am rejecting this response because:
The company has not followed through with anything yet, so the complaint has not been resolved.Sincerely,
*************************Business Response
Date: 04/27/2023
We communicated that we would have a pest control company out to inspect the issue which has now been completed. We also will cover $200 of mitigation. The pest control company is going to provide a report of what damage was found. Once the report is complete we will cover $200 of the any work the homeowner decides to have done.Customer Answer
Date: 04/28/2023
Complaint: 19623671
I am rejecting this response because:The pest control company came out and inspected my crawlspace. They verified that rats came in through the opening provided by MM Comfort. They found evidence of nesting in my insulation, where I told them I heard the rats. They did not find any other areas where rats could enter the crawlspace, did not see any rats, and there isn't much need for any remediation since I blocked their entry point and put down poison stations.
The pest control company does not repair damage and cannot help any further.
Sincerely,
*************************Business Response
Date: 05/12/2023
We have contacted the customer and scheduled time to come and resolve the issue presented by the pest control company.Customer Answer
Date: 05/18/2023
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,
*************************Initial Complaint
Date:02/04/2023
Type:Status:ResolvedMore 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.
In September 2022, I purchased an air conditioner to be installed in my house with a new return air added to the upper floor. This was paid in full in December 2022.The A/C unit was installed on January 6, 2023. The installer for the air return could not find a way to add the air return and said the project manager needed to come out and review the plans. The next week the project manager came out and said it was impossible to add the return air as described by the sales person and that I would get a refund check.Since then, I have called twice and spoke with the receptionist. She said an email has been sent to the sales person and the project manager to get the refund. I am still waiting for the refund and have not heard a word about the status or refund.The amount for the new return air unit was $1585 plus tax.Business Response
Date: 02/15/2023
We apologize for the delay on this, but have issued the refund, and hope that it has been received by the customer. If there are any issues, the customer is welcome to email me directly to get this resolved. Again, we apologize for the delay in refunding the amount we were unable to perform.Customer Answer
Date: 02/15/2023
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,
*******************
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