ComplaintsforCustom Comfort Systems, Inc.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  12-24-22 Fraud Alert - Custom Comfort hires liars and unskilled workers. I recently called on Christmas Eve only due to the fact that with the weather and it being Christmas Eve, I knew it would be hard to get someone out to look at my furnace. One worker (*****) came out for over two hours and could not figure out what was wrong with the furnace. He went out and came back with a part he did not know how to install or if it would work (which was another 2 hours trying to install) so he called his manager (*****). At no point did the worker or the manager state if they installed the part they would still charge me for it if it didnt work. His manager ***** (who was extremely smelly) came out and the part was installed but the furnace still did not work. Then the manager ***** said I would need a new furnace all of a sudden because there was a crack in the heat exchanger and left on Christmas Eve without the furnace working. How you could work on a furnace and not see a crack for over 4 hours is hard to believe. I called **************** and they came out were are able to fix the issue in 10 minutes. I did not have a crack in the heat exchanger and do not need a new furnace. Custom Comfort lies and does not have experienced workers. I am seeking the money they charged back as there was no issue with the furnace board as the issue dealt with the outgoing pipe which the workers never checked on. They lied about the crack to try to get me to spend more money to buy a furnace and their solution of a new furnace would not have worked anyhow as it was just the outgoing vent pipe.

  Business response

  01/16/2023

  We are happy to hear that the frozen pipe was found and that your furnace continues to run and provide you heat.  When ************** went on on Christmas Eve to service your furnace he ran many diagnostics to discover the problem. He found that the circuit board was fried and they did replace it and get your furnace up and running.  They did not find the frozen pipe and we take full responsibility for that mistake.  Our technicians did their best to make sure you had heat and could enjoy the holiday comfortably with your family.  We will not be issuing a refund due to the circuit board that was replaced and still working in your furnace.  Again we are happy to hear that your furnace continues to work great for you.

  Customer response

  01/17/2023

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of my decision appear below.
  
  

  The circuit board was not fried.  You did not fix anything with a new circuit board.  The technician left and the furnace was not working.    The technician failed to fix the furnace and then lied to get

   me to buy a new furnace.  The problem was solely the pipe.  Comfort Systems did not fix the furnace and lied.  Also their response is way past the time limit for responding to this complaint.  In short Custom Comfort charged ****** and did not fix the furnace.  In fact they lied about what was wrong to get me to buy a new furnace.  
     One worker (*****) came out for over two hours and could not figure out what was wrong with the furnace.  He went out and came back with a part he did not know how to install or if it would work (which was another 2 hours trying to install) so he called his manager (*****).  At no point did the worker or the manager state if they installed the part they would still charge me for it if it didnt work.   The part was installed but the furnace still did not work.    Then the manager ***** suddenly said I would need a new furnace because there was a crack in the heat exchanger and left on Christmas Eve without the furnace working.  How you could work on a furnace and not see a crack for over 4 hours is hard to believe.  I called another company and they came out and were able to fix the issue in 10 minutes.  There was no crack and I did not need a part.  It was a frozen exhaust pipe and I have attached a picture of that.   I did not have a crack in the heat exchanger and do not need a new furnace.  Custom Comfort did not need to install the part they did and then try to sell a new furnace by lying about a non-existant crack.  They charged for a bogus part and did not get the furnace to work.

  Regards,

  
  *************************
  
  
  

  
  

  Business response

  03/16/2023

  We gave this woman a full refund and have put her on our do not service list. Thank you.

  Customer response

  03/16/2023

  Better Business Bureau:

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *************************

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