ComplaintsforModern Comfort Systems

• Initial Complaint

  02/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Upon entering into a service contract that began October 2023, prepaid through October 2024; my family was receiving oil from *****. In February 2024, ***** allowed our heating tank to run out of oil.. we canceled our oil delivery contract, which wasn’t even an official contract ; due to running out of oil. Upon calling modern comfort systems to have a technician come to our home to start the system, which takes less than 10 minutes; we were advised by Daniel ***** that they required a prepaid $120 service fee because we now don’t get oil from *****. This was not in any contract material when we started our contract with this company eight years ago. Modern comfort has essentially left my family without heat unless we pony up another $120 to have someone start our system. This is unbelievable. I am a 100% disabled veteran, and this company has been told that offered to proof and they truly could care less.

  Business response

  02/29/2024

  Good morning Mr. ******,

   

  First of all, thank you for the follow up concern with the BBB. I am sorry to hear that you no longer are doing business with our sister company ***** Energy for your oil delivery. As you stated, we do charge and collect a start and check system fee of $120 for this service. We are happy to do this for you. Feel free to call us back at ###-###-#### to schedule this service. Our term and condition notes do indicate that Oil should be purchased from our company for this service to be fully covered. This is part of the contract conditions. I will discuss this matter further with my team and will get back with you later today. Thank you for your service and thank you for your business. 

   

  Management Team

  Modern Comfort Systems 

  ###-###-####

  Business response

  02/29/2024

  Hello. Our dispatch team attempted to contact Ms. ****** today to schedule this start and check at no cost to her. 

   

  Customer noted that she had already hired someone else to do the work and that she no longer needed our company for the service. 

   

  Happy to share more information about the conversation if needed.

   

  Thanks, Management Team at Modern Comfort Systems 

• Initial Complaint

  11/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  HVAC unit installed in September. Was told would take a day. Two installers came without a phone call that I requested. I was told that was not communicated to him. Within a couple hours I heard shouting n cursing. Went downstairs to find the person who estimated my job and another person. Nobody told me what was going on. After I asked, I was told the person screaming was having a bad day. The two installers were outside in their vehicles. I asked what was going on n was they were not given full information on my installation. I spoke to the estimater again n was assured the job would be done that day. It was not, so I had to take an unplanned day off of work. The work was finished the next day. The installers left a mess in my yard, things broken and wood fencing thrown onto other property. Also, the drop ceiling in one of my rooms was broken n mess left. I was told someone would contact me about fixing all that but did not receive a call. I contacted the company online and almost immediately received a call. I was asked to take pictures of my property and send via the cell phone given to me. I was also told to give them a monetary amount for my time n damages. I did that but again did not receive a response. I again sent a message online and again almost immediately received a response asking if my property could be looked at to assess damage, so someone could come n fix the damage. They came and I set an appointment up(another day off) to fix the damage and waa told I would receive the money towards my balance. The person came n fixed all damages and I was very pleased with the work he did, even vacuumed my room. I waited to receive the money agreed on but did not hear anything. I called the office and was told the request had been put in on Oct 9 and was mailed out on Thursdays, so should have been on the 12th. The check was just received a few days ago with the date of the check being 10/16. Now as of 11/3 my unit is leaking. YES I'M ANGRY

  Business response

  11/08/2023

  Dear Ms. ******,

  I appreciate you taking time to notify me of your concerns. I am terribly sorry to hear of all of your concerns. Please accept my personal apology. I would like the opportunity to make this right for you. I am planning to escalate this to my senior tech and service manager. We will get you taken care of and we will rectify the concerns. Feel free to contact my office directly anytime and ask for me or my Vice President Nathan ******* For now, I will be in touch with my management team to reach out to you tomorrow to schedule a service call. Again, please accept my apology and I assure you, we will get you taken care of asap. 
  

  Sincerely, Dwayne ****** Executive Vice President ###-###-####

  Business response

  11/10/2023

  Hello Ms. ****** and thank you so much for the considerate reply.

   

  I have been out of the office in jury duty, but i did get an update today from my team.

   

  I understand you were able to get the repair taken care of from another company and i also understand that we will be refunding you the cost of the repair. 

   

  i did confirm today that the check will be in the mail to your attention next week.

   

  I would appreciate the opportunity to business with you again in the future should the need arise. I appreciate your business and can understand that we have failed you and lost your trust at this time.

   

  Sincerely, Dwayne ****** Modern Comfort Systems 

  Customer response

  11/14/2023

  
  Better Business Bureau:

  I already had someone else come and fix the issue 11/6 after your company refused because I was angry. I called 11/7 and spoke to Kevin ***** and explained all that happened. He asked that I email a copy of the bill. He got back with me and stated he was authorizing Mary to send me a check for what I paid and more because I had no heat all weekend. I will be satisfied when that check arrives. I don't want to do business with your company in the future as I do not trust you have my best interest in mind. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an emergency call to Modern Comfort. I pay for annual service and support through this company, the emergency call is billed at $189. During the initial call the tech stated that the controller for my draft inducer was bad and that they had to order a new one during the regular business work week and that tech left with the heat still in faulty condition. A second visit was scheduled and this tech stated that the draft inducer needed to be hit with a wrench to start but that this time the part that needed to be replaced was the draft inducer motor/fan assembly itself and this tech took down the numbers to order that replacement part. I called the next day and was told the replacement part would cost approximately $1300 which I approved and we scheduled the third visit. When the tech arrived for the third visit I he arrived with the wrong part, this part was 3 times as large as the current draft inducer on the system and I was told that the one which would actually fit my system would be much smaller therefore the item would logically be a bit cheaper than the approx $1300 estimate. After a few days I called back to schedule the part install again which was scheduled but the part charge was exactly the same even through this part was different than the previous part brought onsite, when questioned further I requested the person who answered the phone, Cathy to escalate to management. I left a voicemail with Neal who I believe is a manager about 2 days ago and still have yet to get a response. I would like to be provided with the draft inducer motor model# which was brought to my house during the 3rd visit and I would like the draft inducer motor model of the actual replacement item which should be installed so I can compare the sizes, power, and price. I would also like the emergency service fee to be waived as it's taken now 4 visits to resolve my problem. 3 of which that required me to take off work. Thank you

  Business response

  11/04/2022

  Business Response /* (1000, 7, 2022/10/24) */ Dwayne ***** 7:22 AM (1 hour ago) to me, Frank Complaint Case # XXXXXXXX Good morning, Mr. Michael *******, We are so sorry to hear of your disappointments with our company. We want to get you taken care of, so you are satisfied. I know you have been in touch with Frank, our service operations manager. We have issued the $189 credit to your account as requested. Unfortunately, you are correct- the wrong part was delivered to our warehouse by our supplier. We have corrected this problem and we have the correct part on hand ready for you. I believe you have requested that we get the work completed on the 26th of this month. We will see you this week. Thanks for your patience and business with Modern Comfort Systems. Dwayne ***** Executive Vice President

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been using modern comfort for approximately 10 years paying a monthly fee of $39 for routine maintenance on the furnace and water heater. In early December the heat went out so they sent a guy and next day he was going to order the parts. We never heard back so we called again after 2 days. Another guy came out and ordered the parts over the phone. Another day passed and still no word on parts so we could get heat. So we called another company and they had the needed parts in their truck. Finally heat after 4 days of freezing. I called mc and reamed them out and that I would not be paying them another dime. The staffer said she would have the manager call me. He never did. Then I get a bill for $78. Really? No way to run a business.

  Business response

  02/21/2022

  Business Response /* (1000, 5, 2022/02/14) */ Case #XXXXXXXX External Inbox Dwayne C. <******@moderncomfortsystems.com> Fri, Feb 11, 3:43 PM (3 days ago) to me, Todd, Brenda, Dwayne Good afternoon, My name is Dwayne C. and I am the Executive Vice President for Modern Comfort Systems. I am responding to case #XXXXXXXX from **** **********. Property address located at **** ***** *** ************ ** XXXXX. We are so very sorry for the inconvenience we have caused to the ************ We have spoke with our customer and we have retained her as a customer. We reimbursed her for the charge from the competitor company totally $1344.00. This check was mailed to her at the property address. We have also issued a credit to the account to cover service contract fees for the remainder of 2022. This was a service contract value of $468. Total cost to Modern Comfort was $1812. We had a good conversation with Ms. ********** and we again are very sorry for the troubles. We had an internal glitch in our inventory part numbers causing the delay in response time. Thanks for the understanding! Dwayne C. Executive Vice President

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