Reviews

Review Details

• Review fromMerilee O

  Date: 26/04/2023

  Do not let these people anywhere near your home! Our experience...new furnace installed five months ago. House goes up for sale so we need inspections done. Request the permit number from the company. Nothing. Call again. Nothing. Send two emails. Nothing. Call again. You see the pattern. Two months later we get the permit so the city can do it's inspection. I was given all kinds of excuses by the receptionist. She forgot, she was busy, she was busy, she will get to it, she said they didn't need one. Eventually she admitted they never pulled the permit and would have to apply for one. Great. We had the city inspect. Furnace did not pass inspection, safety concerns! It was not up to code! Call company to request they fix it, because their website says 100% satisfaction guaranteed after all, besides the fact that we paid for it! Receptionist said they will get to it maybe next week if they have time. Was pretty nasty about it too. I mentioned I will include their 'customer service' in my review. She lost it. Screaming and yelling. *****, the owner, calls me later. Screams at me that we did not ask for a permit in the fall and did not specify it needed to be done 'up to code'. What?! That is their job! Says they will not fix it. Not only a safety hazard but totally against city regulations as well. Beware of this company. They are the very worst kind of people. Who treats customers like that? They called a week later and said they would come out and fix it, I said we already had someone else clean up their mess. Their response: "okay perfect". Yes perfect for them, they didn't have to do the work we paid them to do. Unbelievable.

  Comfortable Home Systems

  Date: 28/04/2023

  Hi *******,

  I'm sorry to hear you were less than satisfied with our work.

  We do our very best at every job to always strive to leave the job better than we found it. Unfortunately, we cannot always make everybody happy. 

  In regards to you reaching out, I did not receive any emails from you. I verified that this morning searching your name & email up to see if I had missed anything. If that was the case I would have been more than willing to take accountability for that, but that was not the case. I answered your phone calls and if I had missed one, I would have gotten right back to you. 

  We have been very busy due to summer being around the corner and unfortunately it slipped my mind to pull the permit. I apologize for that, that was purely a mistake. I am more than willing to take accountability for that. I am human, and it's just me here in the office at the moment.

  We are a family run business, my husband ***** and I have been in this industry 20 years and built this business from the ground up. With that being said, mistakes and accidents do happen and we do apologize for that on our part. 

  You are more than entitled to leave your experience in a review, but at the very least you could have made it honest.  

  I do not appreciate the dishonesty in this post, I specifically told you we would be more than happy to come and fix what was wrong. You're correct about our 100% satisfaction guarantee, we were more than happy and willing to adhere to that and make our mistake right. There are no doubts from us about that. I left a voicemail in regards to booking you in the day after we spoke on the phone. I had booked you in for as soon as possible. It was a week wait as I had told you one of our technicians was out of work due to a unrelated work injury and we could not do the work needed with only one technician. A week was the soonest we could schedule you in for and that was not good enough for you. 

  I do not appreciate you accusing us of yelling when we remained professional throughout the threats and attitude on your part. We remained as calm as possible considering you were threatening us and how we provide for our family. 

  With that being said, we do not take threats or abusive behavior lightly towards us or our business and will not tolerate it. 

  I apologize again for the mistake that was made, and we will take this and learn from it. I'm happy you were able to find someone else that was able to fit into your schedule and help you out. 

  We wish your father all the best going forward as he was our customer since 2007 and we have appreciated him greatly for years.

  Best regards,

  Comfortable Home Systems