Collins Comfort Masters

4/19/2024 had a duct cleaning service completed on both of my HVAC systems to include the air handlers. 6/4/2024 had annual ops check of both systems. Technician found both unit had dirty fans and indoor coils. Took pictures. Called and emailed, no response. For a total of $2144, it would be nice if some one did their job. 1. had cleaned the air handlers, 2. had manager call me back 3. responded to my email. But, they got my money.

To say that our experience with Collins Comfort has been COMPLETELY frustrating and time consuming is an understatement! We bought two new A/C units in the spring (April 2023). Within days, one of the units began malfunctioning and wouldn’t blow any cool air. We called Collins and they sent a technician to service the new unit. After leaving our home at close to 9 pm, the tech admitted he had “no idea” what was wrong with the unit. He recommended that we “wait it out” to see if the system would start working. By the time we woke up the next morning, the unit had stopped working again. We scheduled another appointment and another tech came out to “fix” the unit, but we only had cool air for one day. This went on for several weeks throughout April, May, and June before we were told that a panel in the A/C unit was malfunctioning and that it was a manufacturing issue. After paying tens of thousands of dollars, only one of the 2 systems we purchased just months before worked! We were left to wait for this panel to be delivered. At this point, it was late June and we were in the thick of the summer heat. Even with our blinds and curtains closed throughout the day and with the fans on, the indoor temperature in the first floor of our home peaked at 88 degrees with noticeable humidity. It was unbearable at times. All the while, I initiated calls with Collins. During my calls, I asked to speak with a manager so that I could get the most up to date information. Each time, I was told that a manager wasn’t presently available and that a manager would later return my call. To date, no one has contacted me. Instead, a technician showed up out of the blue at our home in August. We were out of town and unavailable. Later that day, I began receiving emails and text messages that we missed a service visit! I guess the new panel we were all waiting on had finally arrived. Upon our return from vacation, we called Collins to schedule a proper appointment. It is now August 16, 2023 and the tech arrived to install this new panel. We know that things sometimes happen in service. We’re not unreasonable. However, to date no one has contacted us to compensate us for our time or our experience. In fact, the dispatchers have been curt and quite rude!! The poor communication and lack of empathy during this process has really been unbelievable!

I called and scheduled an early morning appointment for this past Monday for 9am. Was told the tech would call around 8am and let me know when they would arrive. I also mentioned they need to send a smaller tech as they have a tight crawl space to service the air handler in the attic. After hearing nothing around 9:30am I called again and was told that I was now third on the list for that day. So now I had to sit home waiting for the tech to call me. I called them again somewhere after 2:30 and asked when the tech was going to show up. Shortly after that the tech called and said he was a pretty big guy and so he would have to see who else they could send. Finally after 5pm I called again and Collins said they would have to reschedule for the next day. I replied it would have to be after 2pm when I could be there. Service tech called me around 11:30am and said he was sitting at my home. Told him I again told Collins that I would not be available until 2pm. When I arrived home just after 1pm I again called Collins to let them know I was home and available. They assured me someone would be there. After waiting a few more hours I had to call them again and finally a Supervisor tech called me and said he was on his way. Paul showed up after 5pm and checked everything out and all was good. He did a really good job. I asked him to have his boss or a manager call me as I wanted to let them know I was not very pleased with their service. I pay an annual fee for semi annual service. Obviously they don’t feel my time is just as valuable as theirs waiting over 9 hours on Monday to get my A/C serviced. Here it is late Friday afternoon and I still have not received a phone call from management.

I had a new HVAC system installed on June 1, 2022. (It has a whole house filtration system.) It is now August 16, 2022 and I have had nothing but problems with it since it was installed. They have literally been out every 2 weeks to "fix" the issue. The system freezes up and stops cooling, For weeks ALL I've heard from them was it was the filter is too dirty. THE FILTER!! AFTER 2 WEEKS!! NO A/C unit on earth needs a filter changed every 2 week!! There is something seriously wrong with a unit that needs to have it's filter changed every 2 weeks!! My old system would need its whole house filter changed once a year! Why does this system need one changed every 2 weeks. I am 100% NOT a happy customer and would highly recommend you avoid this company and it's HVAC systems at all costs!! I am left wondering how long will it take before they realize the system is a piece of s**t and replace it.

Original tech was having a bad day and so was I but the service manager reached out and personally came out and resolved all my concerns as well as went over and above to ensure I was satisfied with the service. I would recommend using them anytime.

On July 22, 2019, A plumber from Collins Comfort Masters arrived to repair tub faucet in upstairs bathroom. Main line to house was not properly secured and upon removing cartridge from tub, water was running inside wall dividing tub from shower. I asked it that was normal for that much water , I was told it was “residual” water in the line. I was recovering from reverse Rotator Cuff surgery and sure wasn’t much help but did go downstairs and turn on kitchen faucet figuring it would help drain “residual” water, turned it off, went back upstairs, water still running so the plumber shoved a towel in the space, water continued to flow. He then went to truck to see if he had replacement cartridge, he didn’t. He then reinstalled the old cartridge, said he’d get one, replace it at a later date, which we were planning to order new kitchen faucet and could be installed at same time, he left. Not sure how much time passed and my wife went downstairs, then screamed that water was coming from ceiling in laundry room, she’d grabbed towels to start soaking up, called the main office of Comfort Masters, then the repairman called. Said he’d stop and get new cartridge and return, in the meantime water flowing out of cupboards, she removed items, all soaked, lost two new boxes of Kirkland softner sheets, plus, all else that was soaked. It was a nightmare!!! The man returned, fixed tub faucet, which he installed upside down from the original way, he’d had my wife go in to see it was repaired and she pointed it out, showing how the shower faucet was and he said you can still get the hot and cold with it this way. He and my wife then went down stairs and she told him he was going to have to help her pull out the washer, dryer and 18 cubic ft. freezer to help clean up, since there was no way I could, he agreed. He sat at table, my wife, she described him as being very shaky, using his calculator from phone or whatever and took him almost ten minutes to figure out bill, at one point reached in pocket and tore up the service charge check from first time he’d arrived. He got up, she thought he was just going to truck for something and he just left, without lifting a finger to help clean up mess he created. To say that she was upset was to say the least. She’s a little 77 year old woman but she ended up, without my knowledge, of moving them and cleaning it herself. It took awhile for cabinets to dry out, leaving a warped spot inside one of the cupboards but doors did dry out without being warped. She took “dated” pictures of this mess. About a week and a half later, I was in pantry and noticed a big water spot on ceiling, with plaster and tape coming off, hadn’t noticed before since no water and nothing wet in there. Called Comfort Masters, told them, was told someone would be out. No return call, called again and still no return call. Finally August 15, they sent someone, I believe his name was Brian. He was very nice, friendly, listened, checked everything out and told us we’d hear from someone soon. Nothing!!!! On Sept. 11th, I called again, this time threatening Small Claims Court. Oh, that was sure the magic words and what it took to finally get a response. Today Fri. Sept 13th, received a call that they would be sending someone out later this month to repair ceiling in pantry. A few years ago, we had Collins install new A/C units, they always did the servicing and we were satisfied with their service. To say that we were shocked with the performance of this company is an understatement!! I would never recommend them for anyone that needs a plumber.

Great crew and high quality install

The technician arrived on time, spent the appropriate amount of time to fully check the system bith in the attic as well as outside. The cleaning was $60 per unit and a capacitor was replaced for $140 (which I feel is high). The outside check indicated that one of the two units was missing about 4 pounds of refrigerant indicating a leak. The unit is 10 years old. I am awaiting quotes to replace.

The technician tested my out side units only. He did not wanted to check my furnest at the attic (my AC is heating and cooling and in my mind tune up the AC means testing and checking both). One of my condensers makes a lot of noise and the technician recommended to unit but did gave me a $3200 quote to replace the condenser. The day after I learned (when got 2nd inspection) that the unit is under warranty and all part are free. I would expect reliable company to tell the costumer he does not have to pay for parts. I found it to be very unprofessional and unreliable.

Collins Comfort Masters installed 2 Lennox HVAC complete systems , increased & rearranged existing duckwork to balance and increase airflow . The complete Collins team we'er all hard workers , very neat and professional. I would personally like to thank Garrett , Jose V , Dan L. , Carlos , Jordan R. & Vance , for a job Very Well Done . THANK YOU

I called Collins Comfort for repair service and was told that the service tech would show up by 7:00, which was fine. The tech showed up around 6:00 and got to work. He came down from the attic about 6:20 to tell me that I have a bad wire harness and there's nothing he could do for me today and he'll come back tomorrow. I asked him if he can do anything temporary so I can turn the unit on and off manually and he said no and once again said there was nothing he could do until tomorrow. I called Collins Comfort again and explained the situation. It was 6:30PM, 108 degrees outside, 96 inside, and their tech just left saying he couldn't help me. The phone person gathered information and said she'd call back. I got a call around 7:00 telling me that there would be another tech coming out around 8:00PM to make a temporary fix. Around 9:00, the 2nd tech showed up with a motor, not a wire harness. He installed the motor but said it couldn't be shut off so it will run 24/7 until the new parts come in tomorrow. I was fine with that, my house was cooling and new parts were coming tomorrow. Tuesday came, the fan was still running constantly, and I heard nothing from Collins Comfort. On Wednesday, the fan was still running constantly, I called Collins Comfort and spoke to Holly. She explained that parts were ordered on Tuesday and they have to wait for them and they'll call when they get in. I asked her what was ordered and when can we expect them? She told me they ordered a motor (not a wire harness) and she has no idea when it will arrive. I asked if she could call somebody and ask when the parts might arrive and she said no. So, here I sit. Waiting for service on my broken AC Lennox AC unit that was installed by Collins Comfort 4 years ago. I have no idea when it will be fixed because apparently, they don't know when Lennox parts will arrive. In the meantime, the fan is turning 24/7. Update: I called back on 9/8 and got Holly again. I asked her for an update on when the part will be in. She had to check with the "parts manager". Suddenly, there's a "parts manager". So, she put me on hold to get more information and of course the "parts manager" was unavailable. Holly did say that I was welcomed to call back later to see if I could get an ETA then, oh thank you Holly. So, according to their website, they are a "Lennox Premier Dealer" which, the website tells us, Premier Dealers are recognized for providing exceptional service and a commitment to total customer satisfaction. Despite this they can't get a Lennox part, or even an ETA for a part.

They installed my air conditioner 2 years ago. They're great people. They came when they said they would. They were fast and efficient.

We had a problem because the duct work in the house was very old. They just kept working until they got it fixed. They were professional and they finished the job before they said they would. They were just very professional, the salesman was excellent, he knew what he was doing. He was the owner's son. I can't think of anything they could improve on. The quality was very good. They came when they said they would. Yes, I would use them again.

They were very attentive to our needs, able to adjust the air flow for the best possible outcome for our home. We live in an older home and they were very aware and made an effort to understand where we needed the airflow to go and made an effort to adjust that. It was very good communication, very professional, timely, answered all of our questions. Took half of day, maybe 5 hours. Cleaned up very well. The only thing that could do to improve was providing more coverage before they started the job like trying to keep things clean like a larger tarp. They did bring things in but I thought they could have been more attentive to that.

Do not use. I will never use again. When I turned it on the knob just flew out and the water just flew out of the faucet. It was like a fire hose in my face. I lost a contact. This guy was an idiot. I had gotten them through the home warranty.

We have a contract with them. They are very good and we really like them.

They did great because it had been not up to code. I don't know if the guy we bought the house from put it in himself or whatever. When this guy came, he did it, it was all up to code. He took extra time. He made sure all the piping and stuff was there.

Well, other companies I called like Brewer's and Sterliling charge for coming out to diagnose but if you use them, the fee is waved. I am used to that. An electrician that was here from Angie's List recommended Collins so I looked up the company on Angie's List and called, mentioning Angie's List. No one said anything about a coupon to wave the service fee and I did not imagine that they would add the $75 fee on top of the service that was performed but they did. Instead of bothering the repairman with billing after being out in the sun, I decide to call instead. I called just now asking about about it but was told there is nothing they can do. The repairman did find the problem right away and fixed our unit and did some needed cleaning. We were very happy with him but not with customer service on the phone both times.

I was able to have the old unit repaired ( which I didn't think was possible) by another vendor who came to provide an estimate. I will need to purchase a new unit sometime in the not to distant future and they will be one of two companies I will call back.

I made the appointment on the morning of May 27 for Collins Comfort Masters to come out that afternoon. No problem so far. I explained that I was an Angie's List member. I also explained that my husband had recently died and the lunch reception following his Memorial Service would be held in our home at noon on Friday May 29 (less than 48 hours away). Upon arrival, he quickly confirmed that my diagnosis was correct. He said labor and materials for replacement of the blower motor was $677. I asked the part number of the blower motor: a MARS 10585. I looked it up on amazon. It was $69.50 with free shipping. It appeared that the $600 difference would be for 30 minutes of labor, that is $1200 per hour labor rate. He said that actually the labor was $250 and the blower motor was $400. That's 600% mark-up on the part. I told him I resented being exploited. He made a call to the home office to talk about fair pricing but the home office apparently didn't think they should budge, even in light of the facts. However, because I was cornered, I gave him permission to go ahead.

It was a wonderful experience working with Collins Comfort Master personnel. My old air conditioning system was 14 years old and needed considerable work and was leaking refrigerant so it was an easy decision to replace it. The sales person, installation manager and installers all worked well together to make sure the installation of my new air conditioning system went well. Everyone is very well trained, thorough, personable and extremely professional. The sales person listened carefully to my concerns and did a thorough job evaluating what size system my house would need. Since I had mentioned the air flow in the house was uneven, he examined the flexible duct work in the attic and recommended that the installers make some adjustments where the duct work was kinked or made some severe turns in order to improve the air flow. The installers followed though and I can tell a difference. The installers arrived on time and worked very efficiently to remove the old system and install the new one. I'm very happy with the new air conditioning system. and the work done by everyone at Collins and highly recommend the company. Their people are very impressive.

Initial visit with the sales rep went well- he spent at least a full hour checking everything in the house. The day of the install the crew showed up and were professional, neat, and punctual. At the end of the visit we discovered that what the sales rep told us would be duct sealing, was actually only register sealing- so there needed to be a second visit. If you are using a nest thermostat- make sure they connect the common wire to the terminal on the thermostat- this was never caught by the team so we needed to have a third visit to correct this problem. The process was a pain to say the least, but the company as a whole responded promptly to fix the above issues- I give them a B overall because these issues should've been anticipated. I tried to submit a review on the Lennox dealer reviews, and it was denied. It wasn't completely sour, so apparently they don't want any bad information floating around. Makes me question their integrity.

It was great. I wouldn't use anyone else. They are fantastic!!

Phil was very punctual and friendly. He came in and did a thorough inspection of our system. He then told us what he would recommend fixing but also gave us an honest opinion of why he thought a new system would benefit us. He put everything in laymen's terms so that I could fully understand what needed to be fixed and what did not need to be fixed. I ended up not using any of his recommendations but appreciate the kind, non pushy expert advice. I definitely will use them again.

Collins Comfort Masters installed a new A/C and they were on time, professional, knowledgeable and reliable. They went out of their way to explain what they were doing along the way and cleaned everything up when they were done. Since I found them through Costco you be be sure that Costco would not be connected with them if they were not the best. And the price was the lowest estimate I received. I highly recommend them.