Comfort Monster Heating & Air / G&M

Everything was great! Tim was wonderful to work with, showed up early for each appointment, and CM's use of technology is very much appreciated.

Warning: Comfort Monster has unscrupulous business practices. Tech just left my house after I had to debate with them over the invoice. Long story short, the first tech, Jordan, who came to "fix" our 3 year old Goodman heating system could not find any problems to repair and while he was "testing" things inside the system it started to work again. Since the 3 year old system is "under warranty" his solution was to swap out 2 parts and he told us that "everything is under warranty since it's only 3 years old" so this will be the best solution and charged us $159.00 for the visit. He told us "they needed to do the warranty paper work and order the parts so someone else will come back by to install the parts". Meanwhile, we've had no issues with the heating system for 3 days. Then 3 days later, another tech comes out to change out the 2 parts and charges us $506 even after we were told it was covered under warranty. His response was "only the parts are under warranty, not labor". He calls the office and his manager JB tells him to "go back into the house and take off the parts and put the old ones back on". Wow, that's service and professionalism right there! . I agreed and brought the tech back in the house to "undo the repair" and while we were going towards the unit, JB calls back and this time wants to speak to me. I'm incensed by this time and JB insists we "meet in the middle". He told me he had 2 hours of labor involved here, even after I pointed out the exact time his tech arrived and when the tech finished which came out to exactly 57 minutes. Well, I begrudgingly agreed to his offer and paid $193.00. I will NOT be using Comfort Monster again...next time I'll call the professionals at Yellow Dot!

After numerous "pros" came to repair my HVAC system, I always got the same response....you need a new system for 8.5 to 12.5k. What they don't know is I know enough about these systems to know the cost of parts and how the system works. So when the "technician" shows up and says they don't know which of the 5 parts was a problem, I'm skeptical. I just don't want to fix everything myself anymore. Comfort Monster is different. The difference is their technicians do not work on commission. Repairman from other companies get paid when the customer has to buy a new HVAC system, giving no incentive to fix anything. Comfort Monster technicians take pride in solving the puzzle of why the machine isn't working. I have two systems and when they inevitably have a problem, I'm calling these guys. Dude even gave my little girls Comfort Monster plush toys and they carry them everywhere!

The comfort monster group provided me answers to numerous questions, and provided one of the best presentations I found for side by side comparisons of systems and models. I was very pleased with their effort on the estimate even though I ended up going with another option due to a special finance offering. Overall they were incredibly professional and I was very pleased with all interactions.

Short: Had them replace my upstairs full HVAC system, completely walked through all possible options to make it perfect and extremely happy with every single employee that I came in contact with from Jon the owner, to Jordy the air flow expert to the installers Wayne and Kevin. Will only use them for service/maintenance/issues going forward. Long: We had a different AC company come out for a tune up, they said that our blower needed to be replaced and that there was mold found. It was going to be close to $1k to replace so I started looking at replacing the whole system since it was 10 years old. Comfort Monster came out and actually showed me the system and that there wasn't any mold or growth that he could find. He told me in his opinion the system looked exactly like a 10 year old system should and there wasn't anything that needed to be done. He stated flat out he wouldn't suggest doing anything instead of trying to sell me on anything. I work from home full time and it gets really uncomfortable so I made the decision to do it anyway. Jon was in contact with me and gave me an awesome price on an amazing system. Jordy came out and walked through everything I could do to improve the system from increasing/decreasing ducts in the attic to adding a media filter. I had never heard of a media filter, but went with it because I wasn't changing my filters in the 12 foot ceilings like I should have. Installers were awesome. So courteous, they actually put down a plastic strip up our stairs so as not to track anything. In addition put down protection under the attic so as not to damage the floors. Extremely happy with the whole experience, will be recommending them to everybody.

Flawlessly, as best as I can tell here the day after the service was completed. Neatest job done by any provider for this kind of service, and this is our 4th heat pump system at this address.

I did not use any of the recommended Contractors, you should change this “survey” to allow the user/ homeowner to enter “other” rather than forcing them to comment on your fixed list of contractors. Your approach forces folks to skip your survey altogether since none of the contractors apply. I used Home Depot who contracts out to ARS Rescue Rooter. They performed the most detailed review of my home for the estimate and their prices were most reasonable. I was 100% satisfied with their service.

Awesome! Fantastic! Better than expected! If I could give it a 10 star rating, I would! And I don’t give out 100% customer satisfaction reviews often, or for that matter, most times I am too busy to write reviews! I found Jon on FB through a friend whose AC was also broken. I messaged Jon early in the morning, prior to the start of business hours, and got a response immediately. He then personally came out to inspect the unit, and communicated with his technical team who then came out later on that day. The same praise goes to Brian, the tech, who was very efficient and thorough. He explained everything to me and provided me with valuable feedback as to what to look out for should I have any further issues in the future! My unit is only 3 years old and when I called the company who installed it, the earliest appointment I could get was a week out. Not cool during a very hot week! My advice is to give Comfort Monster a call first! You won’t be disappointed! Thank you 🙏, from a very happy customer

They arrived on time and were very good at communicating about the job. The work was completed on time.

Comfort Monster gave us 3 different options to choose from, they came on schedule and did a fantastic job. It was a pleasure working with them and highly recommend.

They have been very good to us. We felt the price was very competitive. Everything is what we would expect from anyone. I think they do a very thorough job. They are very pleasant and easy to work with. The work takes 30-40 minutes depending on whether they have to do something. They show identification and then get to work. They clean up really well. If it's raining or anything they put those little booties on.

The technicians showed up on time and quickly evaluated the situation and installed the new condensate pipe. Martin and Ed wee courteous and efficient. My wife can be hard on contractors because she won't accept less than a perfect job. She was extremely pleased with Martin, Ed and Comfort Monster. We will definitely use them again..

Good estimate, great workmen - all done on time. Would definitely hire again.

Great! It turns out we were lucky and only needed a capacitor replaced. The visit was quick to arrange, and they arrived on time. They were very professional the whole time. They have since come again to maintain our A/C units. The scheduling is great, they call to make sure things are on time, and you receive text messages with updates.

.................................................................................................................

All work was completed promptly and professionally. The service technician diagnosed the problem quickly and repaired it within 30 minutes. Awesome customer service. I highly recommend Comfort Monster of Raleigh!

My experience was excellent. Everyone I talked to was friendly and more importantly energetic. They seem to really enjoy what they do, and in fact when I spoke with Ben and asked him more about the company he couldn't stop talking about what a great company it is to work for. Most importantly he says that part of their culture is honesty above everything, and making sure that they educate each customer in every situation. Ultimately Comfort Monster fixed some issues that were left over from another company and then installed a new system in my garage that had only been partially setup when the home was built. I am now on a service contract and they come out twice a year to check and optimize my systems for each season.

Comfort Monster did a superb job diagnosing and servicing my HVAC. I called late in the day and scheduled an appointment the next day. The tech checked multiple sources to troubleshoot the issue. He was able to get my unit running in under 30 minutes. My unit is very old, so I requested a quote for a new system and received a very sensible estimate in under 24 hours. In contrast, I was told by a tech from another company I needed a replacement unit. I feel that Comfort Monster really took the time to address the underlying issue rather than just try to sell me a new unit! I highly recommend Comfort Monster and Ben!

In summary: They were - Friendly - Accommodating - Error prone, both in installation and in documentation. - Willing to work until they finally got issues fully resolved. More detail below: Eventually, with enough effort on my part, I think I got a good installation with an accurate invoice. I believe that they were interested in providing a good installation. But there were many errors along the way which only I caught so that they could be corrected, both with the installation and the invoice. They were extremely friendly and easy to work with. I, like many engineers, research systems like these before starting the quoting process. So I knew enough to know many of the items to watch for to ensure a quality installation. For instance, when their technician came out to do the quote, I asked if the following things would be done: 1) Flush the existing coolant lines to clean them out, 2) Check the CFM (cubic feet per minute of airflow), and 3) When brazing the copper supply lines, would they flood them internally with nitrogen to eliminate oxidation, which can cause reliability problems years later. The answer to all three of these was yes. However, at installation, 1) They did not flush the coolant lines. Later they told me that Carrier advises against it, which is fine. But why their technician say that they would do it? 2) They did not check the CFM, until after a couple of later requests from me to do it on a return visit. 3) Their technicians did not plan on brazing with nitrogen even though they had a tank of nitrogen with them. They said that they didn’t even know how to do a complete nitrogen braze, which means that they had been installing HVAC systems without doing it for years. I wonder about the reliability of those other installations. Eventually, another technician with more training arrived and showed them how to do it. In addition, during the installation, they did not level the compressor correctly until I pointed it out to them. They later fixed this. The first thermostat they installed was a nice one, but it was wired incorrectly. I found this and reported it to them. Also, it was the wrong type. It did not have a way to activate the HVAC’s special feature to reduce humidity beyond that which a typical system does. I paid quite a bit more for a system which had this feature, but unless I had noticed this, I never would have gotten it. They came out and replaced the thermostat with another thermostat with the humidity control feature. But for whatever reason, when it thought it was time to reduce the humidity, it just turned on the blower, which does nothing to reduce humidity. I found that neither of the first two thermostats was the more expensive one which Carrier recommended as part of the installation. I reported this to them, and they then came out to install the third thermostat which finally got things working right. They did not charge me anything for the more expensive thermostat. It took 5 different invoices from them before I got one which had no errors in it. Problems included: no factory rebate included, factory rebate added, rather than subtracted from price, wrong equipment listed, and wrong serial numbers. I caught all of these problems and had them fixed. They also found that they had to change the thermostat model on one of the revisions of the invoice. This worked to my benefit as the changed thermostat model increased my factory rebate considerably. Finally, after paying them, they did not send out a receipt showing that I had paid them, even though I was told that I would get one by email. After not getting it, they simply took the final invoice, and hand-wrote on it that it was paid, the amount, the date, and the name of the person who wrote this by hand. They scanned it and emailed it to me. When I asked if there was not a more formal receipt, they said that this is all they supply for those who ask for payment documentation. Again, I think their heart was in the right place. When there was an error found, they did everything they could to make it right. But it was generally me, not them, who found the errors. I am not an HVAC expert, but still found the issues. They were generally quite friendly to work with.

They were extremely fair. They came on time, responsive, and were trustworthy.

Over the phone, a couple days before, the technician was able to walk me through working around the problem, which I was very happy about because it was a holiday weekend. When the technician came he was able to replace a cable and the system was up and running. They only charged me for the part, not the service call. But a third call was needed when the problem occurred again. It has now been resolved.

On a Friday evening our upstairs air conditioning unit suddenly stopped working. Gand M sent a service technician to our home within an hour of my call to their answering service. The technician, Greg Stephens, was knowledgeable and professional and immediately diagnosed the problem which happened to be the result of a mistake made by our previous HVAC company. I can't compliment Gand M enough for their fast response, quick diagnosis and reasonable price for an after hours visit. After dealing with a couple of other HVAC companies it was a pleasure to deal with Gand M.

This was an unusual situation. In talking to Phil, the owner; and Randy, the former owner, I was treated very fairly when I brought my situation to their attention. Though it took awhile to coordinate communications between them and myself (busy schedules), once they surveyed the situation, they were very responsive. Their supervisor for system installation, Perry Allen, reviewed my HVAC system and came up with a great solution to the problem. He returned with all the required supplies and worked hard to ensure I had the proper solution. Perry was absolutely terrific (his colleague too). He not only wanted to fix the problem, but to do it the best way. I'm very pleased with Gand M Service Company and would highly recommend them for new HVAC systems as well as service contracts.

I have used this company before for service and found them to be prompt, reasonably priced and knowledgable. When my system needed to be replaced they came and gave me an estimate. There was no hard sell, they just gave me the facts regarding replacing the heat and AC verses just the AC. I had been without air for a couple of days so they rearranged schedules and were able to get my unit installed very quickly. The technicians were very professional and courteous. They covered my rugs in plastic so they caused no mess. The whole process was very seamless and I extremely pleased. Enjoying my nice cool house!

We can't say enough good things about Gand M. The amazing thing is that a tenant found them for us on a super hot summer day when a solenoid went out and the people we called couldn't see us for a day or two; Gand M was able to show up that day. They also fixed the problem for a reasonable price. Since then, they've consistently shown top-quality service and support. Some examples of unusual situations: - A system in a condo where the electric bill was nearly $200 in a mild spring month. After several hours of diagnosis, the technician discovered a wire short that was causing both the heating and cooling to turn on simultaneously. The charge for this was minimal as it turned out there was no actual part to replace. Although I don't recall the actual charge, I do recall feeling they were more than fair. - A zone board in a multi-zone, single unit system failed. They diagnosed the problem and jerry-rigged a solution that kept the unit heating the house, only on one thermostat instead of two. A reasonable solution until the zone board (which has been discontinued) can be replaced. Not a cheap repair at $279 but not outrageous either; it did take several hours. The unit is still working 3 months later. - An emergency call in a townhouse on a 98-degree day with a toddler in the family on a Friday past 6 pm. As it turned out (partially luck, I'm sure), a technician was in the area and it was fixed - not just diagnosed but FIXED - within 2 hours. I had cautioned that a repair probably wouldn't be possible until Monday...but Gand M really came through. i've recommended them to several people and I know at least one continues to use them for semi-annual maintenance.