Comfort Solutions

We have had several bad experiences now with them since they purchased one of our normal subcontractors we used. We have used them for HVAC and Electrical work while our former sub was there. They gave us nothing but issues with our loyal customers and as soon as they took over the complaints started rolling in.

If I could give a negative star(s) I would. We referred one of our loyal customers to them for electrical work and a 10% fee to be paid back to us. Instead of giving us our fee, they decided to hound us for the amount and then chose to write it off. The amount was under $200!
We will NEVER send any of our customers to them again.

On 3/6/24 I had a Vitrectomy, I went on line and called Comfort Solutions.
The 1st person that answered the phone was a gentleman on 3/4/24.
I had to say “is this Comfort Solutions?
He said yes and what can he do for me. I told him I need the equipment for my home 3/6/24 for my eye surgery.
Next he told me it would be there the morning of my surgery. He just asked for my credit card and that was that.
225.00 was what I paid him.
I told him that I would need someone to put it together for me, that my husband is disabled and I certainly wouldn’t be able to put it together and also picking it up to put in our house after my surgery.😳
He didn’t seem at all concerned, he said look at the video to assemble it. (Really right after surgery😳sit down and look at a video?) only telling me “ oh it’s easy to put it together” and wanted to know how tall I was.
Well it was a nightmare, A good friend of ours came over and he said, wow this is not user friendly and for a person 4- 8
it did not work at ALL. I tried using pillows to sit on so my face would be faced down, we literally tried everything but to no avail it just was to big and bulky. And all the different pieces was crazy. That very day I sent it back, turn around time was not even 24 hrs.
Not only will they not refund my money they also charged me another 12.00 for fedex to pick it back up.
I have called and spoke to two people and I am very upset that even a 50% discount would not be done. I also did not sign the contract, when I spoke to the first person they said” You signed the contact “ I said no I did not!
DO NOT USE THIS COMPANY, ALL THEY CARE ABOUT IS THE ALMIGHTY DOLLAR!
Very unprofessional, uncaring, rude, and dishonest.
Also our friend wiped down the part that was supposed it have been STERILIZED, looked as though coffee had been spilled on it.
Seniors in this country are so disregarded as individuals and someday the very people that do these things will get it forward.
Kim Womble

Complaint: [redacted] I am rejecting this response because:I know that I purchased the solar invertor from [redacted] , but the poor customer service has been provided by the buyout company, Comfort Solutions, as [redacted] no longer exists.? I have only spoken with Rachel once, Aug 1, after I had mentioned contacting Revdex.com, and a lawyer.? Failure of the invertor is Delta's fault, not due to [redacted] 's Install, per Dusty from [redacted] ***, who still has yet to contact me about anything since his evaluation July 5th (thus also supporting that [redacted] is not at fault nor due the Revdex.com complaint).? I will not see this issue as resolved until the new invertor is installed and the solar panel array operational again.? So far, I have yet to hear back from my call back to you today as well.? Not a happy customer Sincerely, [redacted]

Mr [redacted] - We are certainly interested in resolving any complaints with our valued customers.? After careful review and further investigation it appears the customer had originally selected units that did in fact qualify for the rebate.? At some point after the order was modified and the change to a different fireplace did not qualify for both rebates.? ? ? Our sales? person should have made this very clear to the customer however it sound like this may not have happened? It is up to the consumer to verify third party rebates (Questar Gas) and it appears this was not done.? Our business is built on trust and customer satisfaction.? ? Our ultimate goal is that the consumer is satisfied.? We will issue a check in the amount of dollars for the misunderstanding by both parties for final resolutions.? Let me know how we shall proceed.Shane C [redacted] - Fireplace manager

Mr [redacted] - We are certainly interested in resolving any complaints with our valued customers After careful review and further investigation it appears the customer had originally selected units that did in fact qualify for the rebate At some point after the order was modified and the change to a different fireplace did not qualify for both rebates Our sales person should have made this very clear to the customer however it sound like this may not have happened It is up to the consumer to verify third party rebates (Questar Gas) and it appears this was not done Our business is built on trust and customer satisfaction Our ultimate goal is that the consumer is satisfied We will issue a check in the amount of dollars for the misunderstanding by both parties for final resolutions Let me know how we shall proceed.Shane C [redacted] - Fireplace manager

No refundCustomer isn't allowed in my storesThe evidence speaks for itselfThe customer was wrongOur warranty is clearly stated and provided to every customer at the time of repairI'd be glad to share with Revdex.comWe have a fantastic reputation and great Revdex.com ratingWe have been wrong and made our wrongs rightThis is not our wrongThis is a customer who damaged their device and simply doesn't want to pay for it again like any other reasonable personPeople come to us with broken phonesWe fix broken phonesWhen it's broken again, how is that considered our fault or why would we repair it again or give a customer a refundThis defies logical explanationWe told the customer to take your phone and leave after she told my employee she was going to pay for new repair then charge us back!!!! I can say myemployees were nice, a lot more polite than I would have been No further response by our company

Mrs [redacted] - Thank you for your feedback.? Your system was purchased under [redacted] and the Revdex.com review should be posted there.? It looks like on our end? [redacted] has? been working behind the scenes to get your system covered under warranty.? Our records show Rachel has in fact been in touch with you on several occasions to help get this resolved.? We have indeed had Dusty to your home to help trouble shoot and? correct this service issue.? ? Your converter will be covered? under warranty for both service and labor as? agreed prior to your review.? I understand you are frustrated with the time frame for the repair.? The lead time from the factory to replace the part has been longer that we anticipated.? You should be getting a call this week from Dusty to install the new part.? I did leave you a message but also feel fee to call me at ###-###-#### ( [redacted] ) with any further concerns....ask for Shane C.? Thanks again for your business and you patience

Complaint: [redacted] I am rejecting this response because:I know that I purchased the solar invertor from [redacted] , but the poor customer service has been provided by the buyout company, Comfort Solutions, as [redacted] no longer exists I have only spoken with Rachel once, Aug 1, after I had mentioned contacting Revdex.com, and a lawyer Failure of the invertor is Delta's fault, not due to [redacted] 's Install, per Dusty from [redacted] ***, who still has yet to contact me about anything since his evaluation July 5th (thus also supporting that [redacted] is not at fault nor due the Revdex.com complaint) I will not see this issue as resolved until the new invertor is installed and the solar panel array operational again So far, I have yet to hear back from my call back to you today as well Not a happy customer Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The check can be sent to my address, [redacted] ***.The only misunderstanding was by the salesman, John L [redacted] He assured me via email that BOTH units did in fact qualify for the rebate No one "changed" the order The customer (that's me) was quite surprised when he discovered that only one unit qualified for the rebate Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:this is entirely Your first repair person installed the aftermarket thermostat A call was placed for air conditioning not working due to your installer NEVER finishing the install The thermostat was working correctly until your installer dropped it cracking the screen Had you finished the new build install prior to me purchasing the home I wouldn't have had to call you back As for payment , you've never asked for payment Should be covered as it was a new install Your response is entirely a lie I was happy with you just replacing the unit Now I realize that you are a dishonest business Sincerely, [redacted]

Mrs [redacted] - Thank you for your feedback. Your system was purchased under [redacted] and the BBB review should be posted there. It looks like on our end [redacted] has been working behind the scenes to get your system covered under warranty. Our records show Rachel has... in fact been in touch with you on several occasions to help get this resolved. We have indeed had Dusty to your home to help trouble shoot and correct this service issue. Your converter will be covered under warranty for both service and labor as agreed prior to your review. I understand you are frustrated with the time frame for the repair. The lead time from the factory to replace the part has been longer that we anticipated. You should be getting a call this week from Dusty to install the new part. I did leave you a message but also feel fee to call me at ###-###-#### ( [redacted] ) with any further concerns....ask for Shane C. Thanks again for your business and you patience.

This client installed their own "after market" thermostat. We were called out for the Air Conditioning not working. Upon arrival we found that she had installed her own thermostat and wired the control incorrectly thus shorting it out. We installed our original thermostat and left
the home with the air conditioning in good working order. She has not paid for any repair / service cost as agreed. We have indeed offered free replacement of her broken thermostat as you can see in her Revdex.com complaintAgain she can bring her thermostat into our Ogden location and we will replace it for free. She is then able to choose another HVAC provider to do the installation since she is not happy with our honest and reliable service. This is more than fair resolution as we did not sell, install or damage her thermostat. This is a basic case of what happens when an average homeowner attempts to do their own HVAC handy work. Her attempt to place blame on our company is 100% false

After careful review we understand the customer frustration in time and cost to fix the problem correctly which they denied while our tech was in the home. Yes....you can buy only the part for cheaper on-line. Our total cost includes overhead to do business such as proper insurances,
workers comp, tech training, vehicle cost, etc, etc are factored into our total cost of repair. The customer has the option to choose or decline the work......they chose to decline and go another direction. We are willing to refund a total of $178.00.....this is the entire cost of repair/diagnostic fee's with our company. We would appreciate the customer removing the negative review. Further concerns can be sent to shane C at 801-264-or [email protected]

Complaint: ***
I am rejecting this response because:this is entirely . Your first repair person installed the aftermarket thermostat A call was placed for air conditioning not working due to your installer NEVER finishing the install The thermostat was working correctly until your installer dropped it cracking the screen . Had you finished the new build install prior to me purchasing the home I wouldn't have had to call you back . As for payment , you've never asked for payment Should be covered as it was a new install . Your response is entirely a lie I was happy with you just replacing the unit Now I realize that you are a dishonest business .
Sincerely,
*** ***

After careful review we understand the customer frustration in time and cost to fix the problem correctly which they denied while our tech was in the home. Yes....you can buy only the part for cheaper on-line. Our total cost includes overhead to do business such as proper insurances,
workers comp, tech training, vehicle cost, etc, etc are factored into our total cost of repair. The customer has the option to choose or decline the work......they chose to decline and go another direction. We are willing to refund a total of $178.00.....this is the entire cost of repair/diagnostic fee's with our company. We would appreciate the customer removing the negative review. Further concerns can be sent to shane C at 801-264-or [email protected]

Mr *** - We are certainly interested in resolving any complaints with our valued customers. After careful review and further investigation it appears the customer had originally selected units that did in fact qualify for the rebate. At some point after the order was modified and
the change to a different fireplace did not qualify for both rebates. Our sales person should have made this very clear to the customer however it sound like this may not have happened It is up to the consumer to verify third party rebates (Questar Gas) and it appears this was not done. Our business is built on trust and customer satisfaction. Our ultimate goal is that the consumer is satisfied. We will issue a check in the amount of dollars for the misunderstanding by both parties for final resolutions. Let me know how we shall proceed.Shane C*** - Fireplace manager

This client installed their own "after market" thermostat. We were called out for the Air Conditioning not working. Upon arrival we found that she had installed her own thermostat and wired the control incorrectly thus shorting it out. We installed our original thermostat and left
the home with the air conditioning in good working order. She has not paid for any repair / service cost as agreed. We have indeed offered free replacement of her broken thermostat as you can see in her Revdex.com complaintAgain she can bring her thermostat into our Ogden location and we will replace it for free. She is then able to choose another HVAC provider to do the installation since she is not happy with our honest and reliable service. This is more than fair resolution as we did not sell, install or damage her thermostat. This is a basic case of what happens when an average homeowner attempts to do their own HVAC handy work. Her attempt to place blame on our company is 100%

Complaint: ***
I am rejecting this response because:I know that I purchased the solar invertor from ***, but the poor customer service has been provided by the buyout company, Comfort Solutions, as *** no longer exists. I have only spoken with Rachel once, Aug 1, after I had mentioned contacting Revdex.com, and a lawyer. Failure of the invertor is Delta's fault, not due to ***'s Install, per Dusty from *** ***, who still has yet to contact me about anything since his evaluation July 5th (thus also supporting that *** is not at fault nor due the Revdex.com complaint). I will not see this issue as resolved until the new invertor is installed and the solar panel array operational again. So far, I have yet to hear back from my call back to you today as well. Not a happy customer
Sincerely,
*** ***

Mrs *** - Thank you for your feedback.? Your system was purchased under *** *** and the Revdex.com review should be posted there.? It looks like on our end? *** has? been working behind the scenes to get your system covered under warranty.? Our records show Rachel has
in fact been in touch with you on several occasions to help get this resolved.? We have indeed had Dusty to your home to help trouble shoot and? correct this service issue.? ? Your converter will be covered? under warranty for both service and labor as? agreed prior to your review.? I understand you are frustrated with the time frame for the repair.? The lead time from the factory to replace the part has been longer that we anticipated.? You should be getting a call this week from Dusty to install the new part.? I did leave you a message but also feel fee to call me at ###-###-#### (*** ***) with any further concerns....ask for Shane C.? Thanks again for your business and you patience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me? The check can be sent to my address, [redacted].The only misunderstanding was by the salesman, John L[redacted]? He assured me via email that BOTH units did in fact qualify for the rebate? No one "changed" the order? The customer (that's me) was quite surprised when he discovered that only one unit qualified for the rebate
Sincerely,
[redacted]