2 Customer Reviews
Review from Cicely M
1 star07/18/2024
CES installed a new HVAC system in our home in April of 2023. By June of 2023 there was a large water leak in our ceiling, directly below the new HVAC system. CES stated the system leaked due to an installation error. Within the one year of having the system installed we were required to place 3 service requests. Our home had a DRASTIC difference between the upstairs and downstairs. We placed our first service request with CES. They informed there was nothing that they could do and suggested closing vents in areas that we wanted less airflow. The house temperature continued to be unbearable so we contacted CES for a second service. They informed that we should not close vents, as that could cause the system to not work properly. Then stated it was probably a new technician that informed us this. In June of 2024 the thermometer was showing a 15 degree difference in what the set temperate was. We called CES and they informed it would be a 48 hour wait for service. The technician arrived late after the 48 hour wait and had to vacuum about 5 buckets of water from the HVAC system. There is also another water leak in the same spot as before. They informed that the machine was frozen over and we would need to let it defrost before further service. CES called to schedule what would have been our fourth service visit within one year, and informed us it would be another 48 hours before a technician was available. This forced our family to pay for a hotel that night, as upstairs temperatures were reaching 89 degrees. We FINALLY called a different company to service the system. They discovered the system had not functioned properly because CES had shut off all dampers to the upstairs, which allowed no airflow on this floor. CES also duct-taped over the dampers while installing the duct work so they were completely hidden. This error caused the HVAC system to over work itself and leak/freeze up. The system never worked properly because CES did not instal it properly.Review from Venessa J
1 star05/20/2022
We recently contacted CES to have them service our unit that was not cooling. They came out and said it was low on refrigerant, so we paid to have them fill the unit. After 2 days, the unit was not working again, so we placed another call. They came out and said it was due to clogged air ducts, so they vacuumed the ducts out and said it would take up to 72 hours to fully cool. After 72 hours, the unit was not cooling (or starting), so another call was placed to inspect the unit. After the 3rd technician came out, he stated that the compressor was malfunctioning and we would need a new compressor and refrigerant. The A/C unit is under warranty, but due to labor and refrigerant costs, it would still be over $1000. They told us they would have the part within a couple of days. Fast forward to today, the technician came out and spent about 3 hours working on the unit. He came in to let us know that one of the previous technicians had broken a piece of the unit and it was lodged in a valve. It would be another $800 to fix the issue and would be roughly a week to get the part in. We called and spoke with the assistant manager of service and explained our frustration. The tech went to the truck to find out a expected repair date based on the availability of the part. He sat in the truck about 10 minutes and then drove off. We called and spoke with the manager who said that they did not feel that it would be a good idea to continue to have techs come to our residence and said they would be refunding the money and would no longer come out to service our A/C unit. They also made some pretty offensive and aggressive comments towards us. I would HIGHLY advise AGAINST using this company. They were not able to fix the issue and then after breaking something, they refused to come and fix it.
Comfort Engineered Systems, Inc. Response
05/23/2022
It is unfortunate that you experienced dissatisfaction with our level of service but not every issue with a mechanical system can be diagnosed on the first time around which can leave an unfavorable view in the mind of a customer and cause distrust. We have been in business over 25 years and have prided ourselves on working through these events with customers and not against them. However we felt there was bad tension between parties that could not be repaired and in our experience it is best to cut ties and refund any expense incurred. As a company we will communicate better when situations like this arise to help homeowners understand that there isn't always just a simple fix and at times it might take a few attempts. We wish you the best moving forward.
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