Business ProfileforNorthern Comfort Heating & Cooling, Inc.

I'm sure if you're friends and family you'll get a "fair" price. As a business owner, nothing is a fair price. It's an opportunity for businesses like these to fairly ADD to the bill to maximize their time. I have a gas furnace on a 20-foot roof and it stopped working today. My thermostat read 60 degrees when it was supposed to be 70 degrees. I reached out to this business due to the "raving" reviews but if you are a business owner, their process is actually: 1. Have someone come out to the business ($99) 2. Run a basic diagnostic by walking around the furnace ($91) 3. Dall 1-800 the furnace's tech support to actually look inside the furnace ($250).. must be their cellphone plan only running on pre-paid minutes? 4. Identify the root cause was a 2-inch filter replacement ($198 in additional labor) 5. And then return the next day with QTY 2 2-inch filters that are $17 each (so $34+$99) So the bill for QTY 2 replacement filters for $832. Oh, and if you need to ask if there are payment plans, this person named Peggy will be nasty. Overall, I should've just bought myself an extension ladder for $300. This experience just validates that.

Second response to the same complaint: Hi *****; Northern Comfort does not have a friends and family plan. We do have a club membership that offers a 15% discount on service/diag/parts for jobs. We could have reviewed that with you however you were not willing to discuss anything other than a payment plan when we spoke. When you originally called the office, you mentioned you were renting a commercial building and your landlord was to pay for the no-heat call you were calling to schedule. We discussed at that time Northern Comfort does not bill and we are COD. You were not willing to pay the fees so chose to get in touch with your landlord. You called us back 45 minutes later to schedule the call because you found out that the lease does not include hvac service. We again discussed the service/diagnostic fees and asked where your furnace was located. Once we realized you had a rooftop unit, we asked if the unit was accessible or if you had a ladder to access the roof. You said you had a ladder available. You received two email notifications. One stating that the job was created which also described the service/diag fee and that we are COD. The second stated the same information when the technician was on the way. Both emails were opened by you. The technician arrived 90 minutes after the job was booked and saw the ‘ladder’ you had on site. It was not able to reach the rooftop, so the technician had to go back to the shop and obtain a ladder to reach the roof. The technician spent three hours total on your site between obtaining a ladder, doing the first part of the diagnostic (30 minutes of reviewing the furnace issues), reaching out to technical support for your unit by phone, and then completing advanced diagnostic on your unit that had not been maintained in several years. The filters were black and after advanced diagnostic with technical support, they determined that everything else in the unit was functioning correctly at that time. Since the unit was able to run again without the filters, the root cause could arise again because it was undetermined by the technician and technical support. You questioned our technician about a payment plan when the job was completed. He called the office to discuss your terms. I am sorry you believed we were nasty on the phone. We did offer you a payment plan which we never do as a business. We offered you to write two checks, one for yesterday, and one for a week from that date. You chose not to accept that plan.