Collins Comfort Masters

Well, other companies I called like Brewer's and Sterliling charge for coming out to diagnose but if you use them, the fee is waved.  I am used to that.  An electrician that was here from Angie's List recommended Collins so I looked up the company on Angie's List and called, mentioning Angie's List.  No one said anything about a coupon to wave the service fee and I did not imagine that they would add the $75 fee on top of the service that was performed but they did.  Instead of bothering the repairman with billing after being out in the sun, I decide to call instead.  I called just now asking about about it but was told there is nothing they can do.  The repairman did find the problem right away and fixed our unit and did some needed cleaning.  We were very happy with him but not with customer service on the phone both times.

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I made the appointment on the morning of May 27 for Collins Comfort Masters to come out that afternoon. No problem so far. I explained that I was an Angie's List member. I also explained that my husband had recently died and the lunch reception following his Memorial Service would be held in our home at noon on Friday May 29 (less than 48 hours away).
Upon arrival, he quickly confirmed that my diagnosis was correct. He said labor and materials for replacement of the blower motor was $677. I asked the part number of the blower motor: a MARS 10585. I looked it up on amazon. It was $69.50 with free shipping. It appeared that the $600 difference would be for 30 minutes of labor, that is $1200 per hour labor rate. He said that actually the labor was $250 and the blower motor was $400. That's 600% mark-up on the part.  I told him I resented being exploited. He made a call to the home office to talk about fair pricing but the home office apparently didn't think they should budge, even in light of the facts. However, because I was cornered, I gave him permission to go ahead.

It was a wonderful experience working with Collins Comfort Master personnel.  My old air conditioning system was 14 years old and needed considerable work and was leaking refrigerant so it was an easy decision to replace it.  The sales person, installation manager and installers all worked well together to make sure the installation of my new air conditioning system went well. Everyone is very well trained, thorough, personable and extremely professional.  The sales person listened carefully to my concerns and did a thorough job evaluating what size system my house would need.  Since I had mentioned the air flow in the house was uneven, he examined the flexible duct work in the attic and recommended that  the installers make some adjustments where the duct work was kinked or made some severe turns in order to improve the air flow.  The installers followed though and I can tell a difference.  The installers arrived on time and worked very efficiently to remove the old system and install the new one.  I'm very happy with the new air conditioning system. and the work done by everyone at Collins and highly recommend the company.  Their people are very impressive.

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Excellent service.

Initial visit with the sales rep went well- he spent at least a full hour checking everything in the house. The day of the install the crew showed up and were professional, neat, and punctual. At the end of the visit we discovered that what the sales rep told us would be duct sealing, was actually only register sealing- so there needed to be a second visit. If you are using a nest thermostat- make sure they connect the common wire to the terminal on the thermostat- this was never caught by the team so we needed to have a third visit to correct this problem. The process was a pain to say the least, but the company as a whole responded promptly to fix the above issues- I give them a B overall because these issues should've been anticipated.

I tried to submit a review on the Lennox dealer reviews, and it was denied. It wasn't completely sour, so apparently they don't want any bad information floating around. Makes me question their integrity.

Good

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It was great. I wouldn't use anyone else. They are fantastic!!

Phil was very punctual and friendly. He came in and did a thorough inspection of our system. He then told us what he would recommend fixing but also gave us an honest opinion of why he thought a new system would benefit us. He put everything in laymen's terms so that I could fully understand what needed to be fixed and what did not need to be fixed. I ended up not using any of his recommendations but appreciate the kind, non pushy expert advice. I definitely will use them again.

Collins Comfort Masters installed a new A/C and they were on time, professional, knowledgeable and reliable. They went out of their way to explain what they were doing along the way and cleaned everything up when they were done. Since I found them through Costco you be be sure that Costco would not be connected with them if they were not the best. And the price was the lowest estimate I received. I highly recommend them.

Excellent.

It was perfect. Their installers were courteous and very clean.

On the day of installation, their installation crew of five showed up on time. Chris and Jose each led a team to work on an AC unit. They explained to me the rough plan / schedule and kept the schedule pretty well. At finish, Chris showed me how it works. I cannot wait to see how the AC runs next Summer.

I trust them. I don't feel they try to con you or sell you things you don't need. They are just helpful.

I called Collins because my Trane heat pump was not cooling below low 80's. They sent a tech. out, and he replaced the capacitor for $160. He said it was blown due to a power surge. He tried to sell me on purchasing a whole-house surge protector for $450 plus tax that Collins could have installed. I told him I'd think about it. I thought this stuff about a power surge was suspect, so I called an electrician about this. He said he doubted very much that the blown capacitor was due to a power surge. He asked if anything else in the house was giving me trouble, and I said no. He also said that capacitors go bad in heat pumps all the time – very common. He mentioned that for the price I was quoted for the surge protector, it would 20 years before I'd get my money's worth out of that! A day or two later, I noticed that the heat pump still wasn't cooling below 80, so I called Collins back out. A different tech. came, did some checking and said I needed a major repair job here. He said that when heat pumps get to be the age of mine (I had both the inside air-handler unit and outside unit installed in 2005), they need “major surgery”. He said I needed a new TXV installed on my inside unit, and this would take a lot of labor to do. He showed up the next day and after about 30 minutes or so, he asked me if I have ever had more refrigerant added to the system. I said no. I have had a yearly check-up each year from Collins since I bought the Trane system in 2005. He said he could only get 5 quarts of refrigerant out when he was evacuating the system for the TXV work, and that he was going to try refilling the system and see how well that worked. Well, he did that, and he also fixed a leak in the suction line. It started cooling right down after that, and it has worked just like it always has since 2005.I've got three main ‘beefs' here. One, I was charged $740 just for replacing refrigerant!! Second, why wasn't the low refrigerant level noticed way before he happened to notice it when he was evacuating the system for the TXV install? Third, to say that a capacitor in a heat pump went bad due to a power surge . . . and that Collins could get a surge protector installed for $450+!! Very disappointed in Collins Comfort Masters, and I won't continue to use them.

I am very happy with them and will use them again. I would nominate them for a service award. They go above and beyond. Paul provides the best service I have ever had in 45 years of having my air conditioner serviced. He is as good as they come.

It was very fair and reasonable. They were professional.

They did a fine job. They were nice and knew what they were doing. But, when it came to get my rebate which was part of my agreement, the processing fell through and I never received it. I called them and they had no clue about my rebate. They said they had only one person that knew about the rebates and she wasn't there, so no one else could help me. I finally did talk to her and got them to process the rebate even though it was outside the timeframe. If I hadn't followed up, they never would have done it.

Showed up on time and did their check-up. Everything is working OK so I assume they did well.

It went great! The HVAC system (14 years old) was no longer working. The compressor died and we had no heat or A/C. We need heat fast being that it was December. We got estimates from several different companies (all A's on Angie's List) and we were waiting for the last one to come out for an estimate on Saturday. On Friday night, we were walking through Costco and there was a Lennox display by reps from Collins Comfort Masters. We told them our predicament and if some could come out the next day (Sat) we would consider them. The person for the previous scheduled estimate came Sat morning and happened to quote us a price on a Lennox system and they were, up to that point, the best estimate and alsothay are a highly reputable company that shows up in the first 10 A rated AC companies on Angie's list. In the afternoon, the sales rep for Collins showed up right on time as scheduled. He did the extra work of sizing our house to ensure that we were getting the proper size system for the house. He than quoted us the same identical Lennox System (they install systems from several manufactures) and you could have knocked us over with a feather when the system price was a $1,600 LESS than the quote we received from the other company for the identical system. The icing on the cake was that in going through Costco, Costco refunds $100 per full thousand dollars spent in a cash card. So we are receiving an additional $500 cash card rebate from Costco which brought the system to $2,100 less from Collin's Comfort Masters then their competitor!! We agreed to purchase the system right then, and because we had no heat, they had a crew there Monday morning to install the new system!. They arrived exactly on time, had the new system completely installed in 6 hours, so we had heat in less than 48 hours after we contracted with them. The installers were very courteous and cleaned up completely after themselves, even touching up the paint on pass-through from the garage into the attic, even though the marks they made were hardly noticeable. One important note I'd like to make. The reason their company was at Costco was because Costco wanted a Heating & A/C rep in their store. They asked Lennox Corp for a recommendation and out of the dozens and dozens of Lennox dealers in the area, they recommended Collin's Comfort Masters.