Comfort Systems

Was very happy with the price and service for an annual tune up. Would use them again next time.

Comfort Systems of York County installed our 5 units when we built. The service and update for the past 12 years has been fantastic!

Had them do a one time maintenance on my unit. Tech was very knowledgeable and friendly. They were on time and did a wonderful job. Would definitely recommend.

Rob Cooper took time to provide a solid estimate for the replacement unit and then once I decided to purchase had the new one installed within a day. Installers were on time and are always professional.

My mother in law is a victim of Comfort Systems’ predatory practice. She is 85 years old and has been without AC since 5/12/16, that’s a month and counting without air. Comfort Systems came out for a $287.00 spring cleaning on 5/12 and the unit was given a clean bill of health by technician, Josh. On 5/24, twelve days later, the unit failed due to a leak in the evaporator coil, $835.00 visit. Freon was added to the leaking coil and she was told by technician, Jason, it should work fine but she would need to have the coil replaced. Two days later on 5/26 the unit failed yet again. Phone calls have been made without any answers. Messages left for Manager Matthew Sy are never returned. Repair reports change constantly. The last we heard the part now has to be custom made. A week ago, it had been on order and was just not in. Today it was 93 degrees in her house, with fans going and doors and windows open. Comfort Systems was once a trusted, reputable company. What happened?

unknown

Company owner Matthew Sy has refused to resolve an air quality issue in my home for 3 years. He has not honored his promise to clean the mold coming from my newly installed a/c unit, instead he told me "case closed," and will not remedy the situation or reimburse me for what I have spent try to correct their mistakes--home inspector, new ductwork, UV light, mold remediation. He does not even remember what time of year the issue occurs, let alone acknowledge that this is a serious & ongoing problem that only started after they installed the new unit 3 years ago. Each time a worker came to my house I had to re-explain everything; in fact, when I mentioned this to the secretary, she said, "well, sometimes the boys don't take very good notes." Mr. Sy did not return phone calls, did not visit my house to view the situation until last November, & still does not even remember what the issue is or when it occurs. Then when he was finally at my house he would not go under the house to look at the ductwork because he said he "didn't want to get his pants dirty." This is the worst customer service I have experienced. Their only concern is about selling units & then selling maintenance contracts. I have been a long time customer of Comfort Systems, but new owner obviously does not have the knowledge, empathy, or courtesy to honor his promise to resolve an issue that started when they replaced the a/c unit. He claimed that lack of air movement & mold is not an HVAC issue, which doesnt make sense. When I asked him to explain this, he would not reply. Obviously he does not want to admit that there is a serious issue with the unit they installed. Mr. Sy did not bother to share the results of a report from a mold remediation company which he hired to come look at the problem, nor did he offer any solutions. They have sold me a unit, can't figure out what's wrong with it, and will not answer my questions. Sales guy, Chris, came to have a look at the system and he was 45 minutes late, did not call to say he would be late, did not apologize. His visit was a waste of time, because he offered no solutions and said he didn't have the authority to make any decisions as to what could be done. I have friends who are building a home nearby, but I recommended that they certainly NOT use Comfort Systems of York County as their HVAC contractor. This is no longer the same quality company under the new ownership.

I will not use them again. We were supposed to have something called a capacitor. In 6 months period of time, the estimate went double. It went from $150 to well over $200. And then I go to a seminar to find out a capacitor actually costs $10.

See above

Excellent. There was a minor maintenance needed and they did it in a timely manner. Comfort Systems has been my air and heat service provider for several years. They are always prompt and professional. I have used them for purchasing systems and also maintenance. They have always been superb!

In May, we were told we needed new capacitors for our heating system. At that time the price quoted was about $110 per capacitor. Later we attended a heating and air seminar in our neighborhood and found out the price per capacitor is about $10.00. Business is in business to make a profit, but I think $250 for a $10 part was excessive and I will not use this company again

We really like them. They were great. So far everything is working great. They were really professional and really knew what they were doing. They were very reasonable compared to the larger companies. The product was good.

Chris, the salesman, arrived on time and was very pleasant and informative during the sale. Most salesmen don't know when you've had enough, and just keep talking until you succumb. Chris wasn't like that. He told us that he'd been an installer and seemed well informed about what needed to be done and the equipment that he recommended. In particular, he recommended replacing all of the duct work, and explained why - we were increasing the blower sizes to provide more even cooling, and it was pointless to do that and try to use the same ducts. He offered premium equipment (Lennox) and said that his installers were so meticulous that they would want to take pictures of the completed job to use for future sales. The overall price was competitive when compared to another, bigger name company supplying no name equipment of different sizes than our original equipment, but proposing to reuse our existing ducts. They estimated the job would take 3-5 days. Chris provided a written estimate and scope of work and left to allow us time to think about it. My husband is an engineer, and asked for the system sizing and duct work calculations (Manual D and Manual J, for those who know of such things) and they were promised. So, we chose Comfort Systems. They arrived on the date promised and set straight to work. That was the last thing that went right on the job. As they had not provided their calculations, and my husband is an engineer, he did the calculations himself and discovered that the furnace that they proposed for the second floor was grossly oversized, which would make it short cycle and destroy its efficiency and effectiveness. He called Chris and discussed it, and Chris argued that his sizing was correct, but agreed to use a smaller unit. He was again asked for the calculations and assured my husband that he had done them using a and quot;modifiedand quot; approach. The installation crew began by removing both outside condenser units, even though they planned to complete one system before starting the other. Had it been a normal November, that might have been okay, but we had an unusual heat wave and no A/C - upstairs or down. It was miserable. The removal of existing equipment and ducts was efficient, and they were soon into the installation of the downstairs system. My husband worked from home throughout the process to be available to answer questions. On the first day of installation, my husband called Chris to come to the job to discuss the sizing of the A/C for downstairs, believing the specific unit to be too small. Chris brought Matt, the GM, to that meeting. Matt agreed the specified unit was marginal and would agree to use a larger unit, but Chris was adamant that he chose the right unit and promised to replace it this summer (at his own expense) if it is not capable of keeping up. We have that in writing and expect to see Chris again in July. Well into the job, a question arose about the duct work for the high efficiency air filters, and the proposed solution would have largely defeated the purpose and efficiency of the $400 each units. It became evident that there had been no design work done, or no installation instruction given to the crew. They were just making it up as they went in the field. We stopped the work and my husband offered a better solution, which was adopted. Things seemed to be going better for a while, and we soon had a system running downstairs, though 3 days into the estimated 5 day job, and having lost any usable space in the crawlspace to a tangle of new ducts running every which way. Then the work turned to the attic, and the problems really started. Our neat, orderly original ducts were taken out and replaced with a tangle of new ducts, rendering the attic almost unusable for storage. The installer asked if he could install the unit vertically instead of horizontally as the old unit had been installed. We agreed, not knowing the implications of it, which are that the cool air goes out the top and runs by the hot roof sheathing, only to have to be piped back down to the attic floor for distribution to the ceiling registers on the second floor. Anyone who knows anything about ducts, and my husband had to learn for this job, knows that you want the shortest straightest runs you can have, with no sharp bends, to increase air flow and efficiency. That's not what we got. We also discovered that, even though the scope was clear, and everything except the register boots was supposed to be removed and replaced, that they'd left a 3'-4' section of old ductwork in place at each boot to avoid crawling in to the edges of the attic to replace the whole ducts. That added an extra joint in each duct (joints are bad) and also sections of old, smaller duct, in the larger, new runs, thus defeating the purpose of replacing the ducts at all. Also included in the scope was and quot;upsizingand quot; three ducts to handle the larger blower that they installed. We had to remind them about that. Twice. Finally, we asked about starting the unit, because we needed it running with the unusual weather, that had now turned cold. As they left one day, they said, yes, it's ready to go. We turned it on. That evening, my husband went up to look at the new system, and learned that they had not connected the drain system, so we had a large puddle on the attic floor. Fortunately, it didn't get to the ceiling, as was easily cleaned up. He also saw and quot;Bugs Bunny,and quot; the vertical unit with the gigantic duct ears standing in the attic. Another meeting with Chris. A long punch list. We asked to have the unit put on its side like the old one had been. Chris said no, we'd requested it be vertical, and they couldn't lay it down. We corrected him and said it was his installer's choice, that they'd clearly intended (as had we) that it be laid down because they had brought the pan for that and had to get another one to stand it vertically, he still said no. We asked how much it would take to do it. We meant time and effort. He said $2,000. We surrendered, but went over the punch list. It included removing the remaining short sections of ductwork that they'd left in the and quot;newand quot; duct system, correcting some and quot;splitand quot; ducts, as all were supposed to be new and dedicated, supplying and installing another new thermostat upstairs to match the one they'd installed downstairs (where they'd supplied a lesser model), upsizing the three ducts that they'd and quot;forgotten,and quot; trying to straighten out the tangle of ducts and balancing the system. It took three crews, about a dozen men, a full day to correct most of the problems. Remember, this was a total gut and replace job, so all of the work was theirs. By the time we were and quot;done,and quot; 17 work days had elapsed. For the 3-5 day job. My husband spent almost three weeks working from home. Three and quot;after the saleand quot; meetings to correct deficiencies in the work (the equipment is fantastic) and three or four follow up calls with the lead mechanic (Tommy) and the lead installer (Philip) to get the systems working and quot;right.and quot; Oh, and Chris was banned from the job after a rather heated discussion with my husband in the midst of the repair visits. Tommy and Philip were great. They did everything they could reasonably do to fix problems that others had created. The systems are in and working, and the house is more comfortable now, but no installer would ever want a picture of this job to be seen by a perspective customer. So much for pride in the work. I said I'd never use these guys again, but to be fair, I have no choice. One of the selling features was a 10 year parts and labor guarantee on the equipment and installation. Essentially, our only required cost to keep them running is replacing the filters. The catch? The warranty is through Comfort Systems, the Dave Lennox Signature Dealer in our area... Ugh. Our advice to you? Demand to see the calculations and have them explained to you upfront. They are not easy to understand, but the process is well documented on the internet. You want Manual D (equipment sizing) and Manual J (duct sizing) calculations. Don't accept the and quot;modifiedand quot; approach. $50 software is available to do the calculations yourself, if you're inclined. Make them show you their duct design for the installers. Ours had none. Inspect the work carefully, as it's being done. As carefully as you'd look at a $28,000 used car. If it looks wrong, it is wrong. Make them fix it. Before you pay them. Ask for Tommy and Phil. They know what they're doing. On the plus side, and Chris notwithstanding, they did complete the job, such as it is. It is working and keeps the house more comfortable than it was (pending July heat waves) and they did keep coming back to correct the mistakes and workmanship - for 17 days. That's the only reason they didn't get Fs across the board. Also worth noting, they've never once called us to ask what we thought of their work. I guess they know.

They showed up when they said and seemed to do good work. We never had any problems with the work they did.

We were happy with their services.

It went very well. They did a good job.

Complained to BBB. After seveal letters back and forth, the issue was never resolved

Very professional from start to finish. Sales and instillation was top notch. There were a few problems dealing with the office staff over some rebates, however, our salesman, Glenn was quick to address the problems. So far, I could not be happier with the installtion or the equipement.