Comfort First Heating and Cooling - Charlotte

You will definitely spend 15 minutes minimum on hold. The. tech emails, that's right emails, not texts you when they are on their way. They call upon arrival. The number they leave if you miss them, gets you the corporate switchboard. Their techs main purpose is to get you infant of a sales person to sell you a new system. They talk down repairs as if they aren't going to work for you. Don't be taking a dump. If you miss them, there is no way to email, call, or text the tech directly to let them know you're a minute away. You're screwed and have to reschedule. When your house is 90 degrees, that's a bad option. Apparently they had enough time blocked off to do a 6 hour repair, but not more than 15 minutes to wait. Even though the job was completely outside, and they could have completed it without talking to me at all. Why not just start working, and keep trying to contact me, because F You! That's why. When you finally get a hold of someone, it won't be anyone that can help. But they'll be glad to put you on hold again. And again. So that someone can explain to you that it's just their policy and you're back at square one. Most abysmal level of customer service I've experienced in a long time.

SCAM! My home warranty company called them out for a heating problem check on our old system a few days ago. They first spent 5 minutes trying to talk me into buying a new system rather than repairing it saying the warranty company will just keep trying to repair it. Then after replacing a few minor parts and mixing up the wiring, then got it working for a few minutes and said another part needed to be ordered. 2 hours later I get a call from their customer service saying they miraculously changed the diagnosis and now a major repair was needed costing approximately $750 more and I questioned why the tech changed his diagnosis after the fact and had left. A supervisor called me after and said that repair might be needed but they would try the other part first. Later on that day the heat was not working because the tech actually had tripped and did not reset the circuit breaker. I called for another repair company that promptly came out the next day and fixed it no problem, and said the major repair was NOT needed. Comfort was clearly trying to make money not get the job done right.

Went great! They gave a great estimate for the additional work and did the work in the amount of time stated. James didn't have the right part to fix the blower but made sure that we were fine first, and then came back the next day to finish. He was able was professional and personable and Comfort First is our go to company for any new work and a new AC once we are ready.

It is ongoing and I am pleased with their work.

I have had the worst experience with this company. They came a month ago to service my a/c units which were not keeping up with what we set the temperature at. They were dispatched through my home warranty company. The first guy came out and said basically we needed 1lb of freon for upstairs unit. He didn’t come inside go check thermostats or temperature at all and was annoyed about us asking about doing a leak inspection or anything further because it is not covered by our warranty. Then today, they were supposed to have sent a Senior technician out since this was a repeat call and the guy came and said we need to clean our units and tried to sell us a maintenance agreement to do this. I put my husband on the phone to speak with him so he can make a decision and the technician was immediately giving attitude rolling his eyes, shaking his head. He said look man, I do this all week you just need them cleaned. He was annoyed that my husband was asking him questions about what all he tested or looked at and what the maintenance agreement included. I had enough and told him to give me the phone back, we were not going to use them and he needed to get his stuff and leave. He then argued with me about how he didn’t have an attitude. I said you do have one, you’ve been rolling your eyes and shaking your head at every question we had so please get your stuff and leave!! I highly advise to not use them as the two techs they sent were very unprofessional and the second was just plain rude. I will be blocking this company for being used through my home warranty.

Fine, no problems. They were punctual, and everything went smoothly.

OK. It was fixed but it did take a lot of time and I was advised that I need a new system.

April 2017 A/C tune up for $49 (x2). Work was performed and at a more than reasonable price. However, it was noted that I needed a helper (extra booster) run capacitor on one unit and a helper (extra booster) starter capacitor on another. The cost would be $520 and take about 10 minutes. Being familiar with the cost of these parts I declined, bought the capacitors on the market for less and paid a contractor friend to put them in. The work that was contracted, the tune up, was excellent, and I used them again today for a Fall furnace tune up. Both furnaces were in good shape. The company is honest and the cost of any extra parts or work needed is actually in line with typical industry retail standards.

April 2017 A/C tune up for $49 (x2). Work was performed and at a more than reasonable price. However, it was noted that I needed a helper (extra booster) run capacitor on one unit and a helper (extra booster) starter capacitor on another. The cost would be $520 and take about 10 minutes. Being familiar with the cost of these parts I declined, bought the capacitors on the market for less and paid a contractor friend to put them in. The work that was contracted, the tune up, was excellent, and I used them again today for a Fall furnace tune up. Both furnaces were in good shape. The company is honest and the cost of any extra parts or work needed is actually in line with typical industry retail standards.

It was good. I would use them again.

They were punctual and as usual they did a good job.

Service tech was courteous, friendly and prompt. He seemed to be uncertain about the service charges, however. Quoted four different ones within thirty minutes for freon/lb. Although he checked service boxes on his form for different aspects of my AC tune-up, he didn't verbally share his findings. When I inquired what the technical terms implied on the report he was more than a little vague in his explanations as if it pained him to explain or he was uncertain of the terms himself. Overall he was generous with the knowledge of his findings which I thought sounded plausible based on the age of the unit. He didn't try to alarm me to coax me into buying a new unit or additional services. Too many HVAC service techs employ the fear tactic for a big payoff rather than take the time to repair an existing unit. This gentleman did a good job and showed me exactly what he did and why. He offered information regarding a maintenance contract and left paperwork detailing the work he did, which really helps to keep track of the maintenance services to insure my unit gets consistent service and stays in good repair. The only wrench in the offer, was the $49 tune-up special I purchased offered 1 lb. of refrigerant BUT the refrigerant offered was not compatible with my Trane unit. It was refrigerant for the newer ac unit models. So I ended up purchasing a pound of refrigerant to top off my unit in addition to the tune up service.

At first I thought it went well, except for the fact that a new thermostat was installed & I was informed about it AFTER it was already installed. Then I was told I was low on freon. Was told that 1-1.5 lbs was delivered. 2 days later I had no cool air. I then called another company to re-check everything & there was absolutely no freon in the unit. Even if there were a leak somewhere, it would have to be one massive leak to lose all that freon in 2 days.

They've already replaced two systems they're getting ready to replace a third.

This provider is coming back on Monday to put in a whole new system. Would absolutely use them again.

The technician was thorough and did an excellent job!

The technician was thorough and very knowledgeable.

Needed to call my home warranty company a week later

Well - he was nice and fixed it for us.

The tech who performed the work was nice and seemed knowledgeable. The only complaint is with respect to communication and punctuality. I was given a window of 1 to 5pm, but that timeframe came and went without anyone showing up and without anyone calling to give me an update. I assumed it was going to be a no-show, but I then received a call from the tech at 6pm. He noted that he was behind schedule and asked if I was interested in re-scheduling or if I wanted him to come out. Not wanting to waste another afternoon, I told him that I wanted him to come that date as scheduled (which he did and performed the work satisfactorily).

Service tech was very polite and explained all work great. Only issue was that the price for additional pounds of A/C were far more than I have ever paid before.

Great job, professional, on time, thorough.

Good courteous service. Also replaced minor part.

It went good. I just wish the leaves was removed from inside the unit.

Excellent. Their employee did a great job, he was helpful and professional.