ComplaintsforMM Comfort Systems

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  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 response

  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 response

  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

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  05/12/2023

  We have contacted the customer and scheduled time to come and resolve the issue presented by the pest control company.  

  Customer response

  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

  02/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  *******************

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 16th 2022 MM Comfort Systems installed an ** unit at my house. When I purchased the ** unit, I also purchased an air purifier which would be retrofitted as part of the project. The unit was installed on the 16th and the service person told me that the air purifier wasn't working and that someone would be out to diagnose and repair the purifier. Within a week a service person from MM was at my house. He quickly diagnosed the issue and informed me that it would be about a week until he could get the part I needed. The system was cooling and heating perfectly so a week without an air purifier was not an issue. It is now November 8th, I've called the Company several times, including a call to ****** wholesale, which is where I set up the install, and have heard nothing back. The total cost was $12,128.

  

  Business response

  12/05/2022

  We apologize for the wait on fixing the ** light.  Based on my undestanding, On November 14th we returned to the customers home and resolved the issue expressed in the initial complaint by replacing the ** light.  This is complete and we apologize for it taking longer than expected for us to return.  We appreciate your bussiness and for expressing your concerns and providing us an opportunity to address those concerns.   

• Initial Complaint

  11/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 9th 2022, I have signed contract to install Lennox furnace using ****** program. The furnace was installed in August and bill was paid on August 26. **** said that I will receive ****** shopping card for the amount of $1577 within 7 days. On September 18 I signed completion form stated that shopping card will be mailed within 4-6 weeks. 7 and a half weeks later I still did not receive shopping card. I have sent numerous emails and tried to call the company but did not get any responses. Tried to contact ******, but they do not have information about this order in their system. According to ****** the information was never received from this dealer.I request that ****** shopping card mailed to me ASAP according to contract or any other form of payment being made to me.

  

  Business response

  11/21/2022

  ***************************,

  We are sorry to hear that the ****** Cash Card has not been recieved.  Based on what we have reviewed, this was processed in ******'s System and the Cash Card should be sent shortly, any day now.  It will arrive via email.  To be certain, we will reach out to ****** to confirm everythign on their end has been processed and we will reach out to you today to communicate accordingly.  

  Customer response

  11/21/2022

   
  Better Business Bureau:

  After submitting this claim here, business representative finally reached over to me to tell that due to their system failures they did not submit paperwork to the ******* Now, they did submit it and I have received the card. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased an AC system through MM Comfort back in April/May 2021. The system was installed and we called in with our payment in May 2021. I spoke to a female in accounting to provide my credit card information and was told the payment went through. I did not hear anything from MM after that. In August 2022, I received an invoice for the 2021 installation stating that the balance was past due. I immediately emailed and called MM (now Home Comfort Alliance) to dispute this invoice. I received a voicemail from ****** stating that the email and the invoice was a glitch and the manager would contact me. I did not hear from anyone until 1 month later. I was then told that the invoice was not a glitch, they claimed to not receive payment, demanded we pay an additional $8,000, and threatened to report this to the crediting bureaus. I attempted to get statements from my bank showing the withdrawal of the money, however, my bank did not keep statements since the account was closed (proof of this was provided to MM). My bank requested I write a letter to the bank asking for them to search their archives for proof of this transaction, which I did. To date, no response has been received. I was contacted by **** who disregarded other options of proof of payment and falsely stated that MM attempted to reach me for payment. When asked to provide specific dates of contact, she backtracked and stated that no one reached out to me about payment. Despite the over 1.5 year gap in attempting to recoup payment (if that's true) and unprofessionalism of MM, I offered a compromise due to my banks delayed response and fear that MM would unilaterally - and falsely - report this to creditors. My compromise was to pay 1/2. It would bring the total I paid to $12,000 (average for AC) and would compensate MM for what they think they did not receive. To date, no response has been provided. MM's delay restricts my ability to provide proof of payment without unnecessary effort.

  

  Business response

  11/03/2022

  We have reviewed this issue with the customer and communicated that we certainly do not want to have a customer pay for something that has been already paid for.  Our Accounting System, however, has no indication fo a payment ever been processed or received.  We contacted the customer to explain both of these points (that we don't want to over charge them and that we don't show a payment).  Federal Law requires bank to retain records for 5 years and both the customer and I are hopeful they will be able to provide information to verify if payment was made.  We are certianly apologetic for this taking so long to identify as an issue and offered a $733 (10%) discount but can not extend a 50% discount per the customers request.  We also are open to any verification of payment being made to that specific loan acount from their personal banking information. 

  Customer response

  11/03/2022

   
  Complaint: 18334633
  
  I am rejecting this response because:

  ***** Fargo has specifically stated that because this account was paid in full and closed, records were sent to archives. **************** stated that they are hopeful they can locate these records but are not sure since this account was closed so long ago  MM fails to recognize that it is due to its deliberate failure to act (failure to record payment, failure to process payment, failure to contact me about any alleged failure to pay) for over 1 year, thereby forfeiting its right to ANY payment. This error was not due to my failure to act  when I received a phone call in May 2021 from MM asking for credit card information, I provided this to them and was told payment was processed. 
  

  It is also MMs failure to timely notice this lack of payment - clearly the business is not hurting for the money - resulted in my inability to quickly and efficiently locate bank statements or any other proof of payment. MM feeble attempt at offering a 10% discount, something he offers to other customers in normal circumstances, is inadequate based on this extraordinary circumstance of a business failing to collect payment, failing to contact the customer, and then claiming the invoice was a glitch and didnt need to be paid, before then backtracking and asking for $8,000.

  I will continue to work with ***** Fargo to the best of my ability to obtain the necessary records.  However, MM should take more responsibility and further compromise on the invoice to reach middle ground between my proposed 50% discounts and his 10% discount. I anticipate that the BBBs involvement to reach a resolution is necessary.

   
  Sincerely,
  
  *****************************

  

  Business response

  11/16/2022

  Currently, the customer is waiting to hear back from ***** Fargo, and we have offered that if the account they have indicated they paid from does not have any records we would also be willing to review the account the paid off that loan from.  So far we have no validation of any payments made to us, or from the customer but have agreed to discuss this with them Tuesday the 22nd.  Ultimately, we need something that shows they paid.  

  Customer response

  11/22/2022

   
  Better Business Bureau:
  
  I have reached a resolution with the business and wish to withdraw my complaint.  Please let me know if there is anything you need in order to process the withdrawal. Thank you.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 3, 2019, I purchased a Lennox ductless air condition system, MPB030S4M-1P- 2.5K, 30K Btu Outdoor Heat Pump; MWMA009S4-3P- 9K Btu Ductless Indoor Wall Mount; MWMA018S4-2P- 18K Btu Ductless Indoor Wall Mount via a ****** promotion. The units were covered under warranty 1 yr. (from installation) for accessories and controls; 5 yrs. on all listed equipment/accessories and 7 yrs. on compressor. On July 7, 2020, the included servicing of units, 1 yr. after installation units was done by MM Comfort Systems, during which time a crackling sound was reported as well as reduced cooling on both ductless heads. The technician from MM Comfort Systems who serviced the units told me the crackling sound was plastic expanding and contracting and the unit was not cooling because of low fan speed which was subsequently increased. I called back MM Comfort again on Oct 30th, 2020, as both issues persisted. I paid a $99 fee for their return despite it being an existing issue. I complained that this was not right and documented it in an email to MM Comfort customer service representative, ***********************. The cooling improved but the crackling sound persists.The unit was then again serviced on Sept 2022 at which time, the technician from MM Comfort informed me that the unit is depleted of refrigerant and there are leaks in the system requiring repairs up to $3K. I contacted ******************* representative who after repeated written and verbal communication refused to accept responsibility for the repairs and does not acknowledge the pre-existing condition leaving it to the discretion of MM Comfort to address. Since then MM Comfort is offering to do the labor but request $1K for refrigerant cost. Not acceptable as the condition was pre-existing and they failed to address. This issue of noise (ticking/crackling sound) seems have occured with other customers after which motor fails and all within the 1yr period of installation.

  

  Business response

  10/26/2022

  We are sorry to hear of your frustration with the proposed resolution we have provided.  Our records reflect that from October 30th 2020 until September 2022 there were no additional service calls.  During this 2 year period, temperatures were over 80 degrees and as high as 100+ degrees.  These temperatures were consistent multiple times and for long period of times throughout each month of the ******* in 2021 and 2022 and any refrigerant leaks would have been considerably noticeable during this time as the system would have had issues throughout those years. This indicates the issue is not pre-existing.  As this recent diagnoses of the refrigerant leak is 3 years past the install date, the 1 year installation warranty is no longer in place.  Additionally, refrigerant is not included in costs covered in any manufacturer warranty that came with your system. While we want to come to an amicable resolution, we have offered to cover the costs of diagnosing and repairing the issue, however, we will need to charge for the refrigerant per the quotes provided. 

  Customer response

  10/27/2022

   
  Complaint: 18308631
  
  I am rejecting this response because:

  1. My last communication to MMComfort (***********************) was not Oct 2020 up until Nov 3 . 2020 wherein I express my dissatisfaction for having to pay service charge so soon after after servicing on an expensive piece of equipment. ( I
      can supply email thread)  purchase.

  2. During the heat waves - summer in 2021  I was not in ******* and only heard of it via my neigbors who told me of this. And so the equipmenrt was not in use.

  3. I rarely used my AC units because of the cracking , annoying sound  which I complained about from Year 1 and was told it was expansion/contraction of the plastic. Also especially the living room unit, which was an issue from year 1
      increased in crackling sounds when placed on AC mood.  The same sounds were experienced by another client of MM Comfort which led to a motor failure and for which there  is documented proof of MM Comfort  resolving the issue
      with that customer.  Selective repair? 

  4 .  As I have continuously raised throughout this complaint, this unit is 3yrs old and should not be depleted in refrigerant so early in the product lifecycle. (Leakage of refrigerant is usualyy a result of age, installation or factory faulty equipment). It is unreasonable to believe that a close to $10K AC unit requires nearly a third of its cost for maintenance within 3 yrs of purchase! The issues I am experiencing with this Lennox system is not unique to me and I believe both ****** and MM Comfort are aware of these issues with this model of ductless AC unit.How many of the Lennox units have MM Comfort installed and repaired within the first 3- 5 yrs of installation for failed motor and noise when operated? Can they provide audited records of its non -occurrence? I know of 2 instances in the same period that I purchased the same model that this has occurred. Can they prove this is not a recuurent issue they have experienced?

  5. There are also other issues which have come to light about this transaction which are beyond the scope of the BBB and which MM Comfort is aware of. (Inconsistent pricing etc ) 

   

  
  
  
  

   

   

  
  
  Sincerely,
  
  *************************************

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted with MM Comfort Systems on 1/6/22 to install the following:-30K BTU ductless heat pump *********** MXZ3C30NA2-U1 30K)-18K BTU air handler *********** SVZKP18NA)-12K BTU floor mounted indoor coil with remote *********** MFZKJ12NA-U1)-5" Filter cabinet and MERV 16 filter (Lennox HCC14-23 MERV16)Sales person stated install would take 2 days. Install originally scheduled for 5/10-11/22 & cancelled b/c supply issues reported by MM staff.7/25-26/22 - Rescheduled install. Existing functional Trane air handler removed on 7/25. On 7/26 MM installer reported he made a mistake and incorrectly wired system, A follow-up appointment with an advanced tech needed to diagnose. 8/1/22 - MM charged my **************** the remaining balance for the installation (*********). A 30% deposit (*****) was paid previously on 1/17/22.8/2/22 - Advanced tech inspected system and confirmed wiring error damaged two boards that needed to be replaced.8/2/22 - Discussed the mistake with salesperson (*******************). He asked me to send a written request (attached) and he would forward to the appropriate staff. Email sent that day (no response received, despite multiple requests.)8/15/22 - MM reports that part located, and acknowledged the incorrect part was received initially. 8/19/22 - Dispatcher advised part being ground shipped from Georgia. Requested to speak with a manager (no response).8/30/22- Requested update - if board had been received.9/2/22 - Dispatcher emailed part received and offered two repair dates. I responded to confirm 9/6/22.9/6/22 - Same advanced tech from 8/2/22 arrived, and informed me that wrong part was received. I demanded a call from an owner or manager from both the service tech and in a follow-up email to the dispatcher. The service tech made an explicit request to his supervisor to inform the manager to call following a meeting that he was reported to be in. (no response as of 9/7/22).

  

  Business response

  09/28/2022

  ****,
  
  We apologize for your experience and hope the resolution we put forward resolved your concerns.   Based on my understanding of the issues and requested resolution you provided to our management team, we have delivered on those requests and my hope is that in doing so you are please with the outcome. 

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The contractor guaranteed an efficient quality air conditioning system. Instead installed a system half the size that the other hvac professionals recommended resulting in high power bills and a system that constantly runs. They charged an outrageous amount for an unjustifiably insufficient Lennox product that is uncomfortable and unfunctional. Dont let them scam you into a disappointing product with an extreme up charge! Going to have to buy another system but obviously going to take my business elsewhere. Terrible customer support they never even spoke to me since trying to reach out!

  

  Business response

  08/11/2022

  We emailed the customer (***********************************)  the following and have not received an response.  We would recommend a service visit first to determine how the system is or is not operating to manufacturer specifications and are happy to provide that.  

   

  ****,
  I'm reaching out over a request that came in about your concern over the sizing of your installed equipment. In looking at your notes, I'm confused to the statements on sizing and multiple other companies recommended a 5 Ton Air Conditioning and Furnace ************* *** design specification of your home call out 11 supply runs and (900-1100 CFM) and a similar sized return air system.  ***re wouldn't be any way to offer a 5 Ton system and to move the air required for the system to not freeze **? ** looking at your home, that could happen with a 3 Ton system in milder temperatures.  It looks as though we installed a 2.5 Ton Air Conditioner in 2020 (**** CFM rating) and have not had any performance related service visits over that period of time.  Can you provide more details on what is happening with your system,there is a chance that a service call to see that they system is operating properly would be advised. I'm not seeing in your history that you've had ongoing maintenance on the system, which would be an important part of keeping your warranty up to date should there be a warrantable service that could support the system's proper operation.

*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. ↩