ComplaintsforECI Comfort

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our home we purchased in 2016 had a high efficiency air condition system installed by ECI Comfort, which came with a transferable 10 year warranty from the previous owners investment. That warranty is good through 2022 (as the unit was installed in 2013). Last summer we began experiencing issues with our AC system so we contacted ECI whom had done other services in our unit since we bought the house, as our chosen provider (due to their experience with the system). Through multiple visits to our home in 2021 we never got the system working correctly (starting in May, running all summer with inconsistent AC, then basically is all giving up when fall hit and AC wasnt needed). We all agreed that after fixing multiple parts, since the issues continued, ECI needed time to think through other options (including contacting the manufacturers of the blower system and the outdoor unit, *****). But now that we are in 2022 we reached back out to see what we could do before spring to ensure we had AC this year, especially with our warranty ending in about a year (and we wanted the benefits due). So I began emailing with ECI (which took multiple emails to get a response) which has resulted in this business telling me to find another servicer and they cant help us any longer. After months of trying they are giving up, regardless of promises made to honor our warranty and their work. This situation leave my family in a position of seeking all options to force ECI to honor their contracts but will likely result in additional hardship and costs if we need to go to another company who wont simply honor our warranty. I find this insanely frustrating and unprofessional and I fear any other recourse we seek will only add more burdens for my family. I would love help from the BBB to try and influence this company to honor their word. I have all of these interactions in email as evidence and can elaborate more as needed. Thank you. -************

  

  Business response

  03/18/2022

  
  I spoke with our Service Manager as well as our Operations Manager and gathered more information.  We originally installed the system in 2013 for the original home owner. Our labor warranty is for two years from the time of installation which means it was over in 2015. ************************** purchased the home and had the warranty from the manufactures transferred into his name. The warranty on the equipment is still active through Amana and Unico but ECI is no longer active in any warranty. We tried helping ************************** multiple times and were not able to resolve the issue. Unfortunately, due to COVID and labor shortages we had to shrink our service area.  This address is very far from our offices and is difficult to get to in a timely manner. We should have given ************************** some other contractors in his area. We will reach out to the manufacturers and try to assist him as much as possible but please know that our warranty has expired. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩