Carolina Comfort
About us
Locally owned for over 39 years. Brand -York, Mitsubishi, Lennox. Additional contact name - David Rentas.
Business highlights
Services we offer
Heating & Air Conditioning - Installation, Sales & Repair
Amenities
Emergency Services
Yes
Accepted Payment Methods
- CreditCard
| Number of Stars | Image of Distribution | Number of Ratings |
|---|---|---|
| 83% | ||
| 9% | ||
| 4% | ||
| 4% | ||
| 0% |
"Dear [Member Name Removed] I am sorry you feel you were overcharged. However, we feel your review is a bit harsh. We have always been upfront with our pricing. It is our understanding that: 1. You called for emergency service in the middle of the night. 2. Our tech let you know upfront the charge was $148.50 (time and a half of our regular rate which is $99.00) [Member Information Removed]. You agreed to the rate and wanted him to come out. You told him you couldn't get in touch with the company you normally use. 4. Our technician arrived around shortly after-around midnight- diagnosed the unit, had the parts on his truck and called you with the flat rate price to repair. 5. You agreed to the repair price and told him to go ahead. 6. Our technician gets you up and running in less than an hour. 7. Our technician was courteous and went above and beyond. Even making sure all of the lights in your rental were turned off as all of them were on when he arrived. At the time of the repair he also noticed your filter was clogged and didn't want the motor to burn out on you so the filter was changed as well. In review - Our background checked capable technician arrived at your home quickly, shortly after midnight, gave you all the pricing upfront, fixed your unit so your air b and b would remain open and we get this kind of review. We are not sure where you got the "$40 part" from. We know we are not the cheapest company in town and will never be. We do not work out of our home or the back of a truck. We have been in business since 1976 in downtown Asheville and we have seen companies come and go. We are not a huge, faceless commercial outfit but a small family-owned company that takes pride in what we do. We appreciate that our technicians are willing to go back out after an 8+ hour labor intensive day and tackle yet another job so that our customers can be comfortable and therefore we compensate them for it. We also appreciate our customers (many we have had for over 20 years) and we treat them the way we want to be treated. We wish you nothing but success in finding a company that meets your budget needs. We are sorry you couldn't get in touch with the cheaper technician/company you normally use when you needed them the most."
The service men are fine, but on 11/23/2011 this company tried to charge me twice. The billing dept. stated my payment hadn't gone through. (I used a credit card). I had proof that they received the payment and they backed down saying it was the temporary girl who did something incorrectly, and she was no longer with the company. But it took until Jan. 4, 2012 to get this straightened out.
So I was wary of them doing a repair, although they continued to do preventive maintenance for me, as they had a very competent repair man. He is no longer with the company.
Anyway on 05/15/2015 when the new repairman said I needed a capacitor, I told him that I had an insurance policy with a third party that covered parts and labor. I told him unless I would not be charged for this, I would have another company do the repair because I remembered the terrible problem I had with their billing dept.
I called the third party insurer and I was advised that yes indeed the part and labor would be covered, and that all the repairman had to do was give the warehouse my account number and the insurer would pay the bill. I handed the phone to the repairman and he listened to how to go about doing this. He said to me, "I'm new so I better call the office to make sure we can do this."
I agreed and thought that was a very good idea, because if the office said I would have to pay, I was going to go with another company. I told this to the repairman, and once he talked to his office he told me he could get the part, do the repair and I would not be charged. So I agreed.
On July 7th I received a bill for $110. for the capacitor, with a yellow sheet telling me my bill was late and an interest rate of 1.5% would be charged after 60 days (starting from 05/15/2015). I telephoned Amy who told me she would look into it. I asked to speak with the owner, but he was unavailable. On a follow up phone call, I believe on my part, I was told Mary did not do what she was suppose to. I said then unless I hear from you, I will consider the matter settled. "Yes" says Amy.
Aug. 8, 2015 I get a bill that is now charging me a finance charge. It is a Saturday and Carolina Comfort is not open. I leave a message telling them I am very upset. I telephone Aug. 10th, and speak to Sammi who tells me she is not to blame for this, and if I give her time she will check on this. I tell her I am very angry, and I want to talk to the owner. He is unavailable, and once again it is the other woman's fault, and she is sorry but her tone is angry. I tell her to lose the attitude because I am the victim here, not her. She states she will call me back this afternoon. At 3:10pm I telephone, and Amy tells me Mary did not do what she should have, and they will submit the bill to the third party insurer, but if they don't pay, I will have to. I ask to speak to the owner but he is unavailable. I say I want to speak with him, can he telephone me? "Well, he left the for the day". I tell her I going away tomorrow, could he telephone me before 10am. "No, he might not even be in tomorrow. It might take a few days for him to call you."
I will never do business with this company. The attitude with the billing department is always it is someone else's fault, and nothing is resolved. The owner is not all that interested in talking to a very unhappy customer, nor does he apparently feel the need to follow-up.
Because of this--This company does not belong on Angie's list.
Carolina Comfort had an "A" rating so I called and scheduled a tech. He came the following afternoon. Josh was prompt, courteous, and thorough in his troubleshooting. He was able to determine what the lightning causes power-surges had "fried" and what it hadn't. Within a very short period of time Josh had my AC back online. My AC compressor unit was NOT dead! And what I feared might be a multi-thousand dollar replacement cost was fixed by Carolina Comfort's tech Josh for their minimum service call rate of $99.
I couldn't be happier and will and do recommend Carolina Comfort to other's in my neighborhood in need of HVAC service.
They did not call to say they were on the way, as they stated they would. Wanted to put the dogs up.
One man came in the house, started checking unit, second man came to the door, did not identify himself.
Then the two men went outside to the unit, they came in the house about 10 minutes later, saying they
replaced the capacitor. Then started to write out a bill, they never asked me to authorize the replacement, I had been
told by the person in the office they would show me a schedule of the charge before work was done. They did not.
Then they replaced the air filter. I told them I would get one at Home Depot. He still put it in.
When, I had to sign the bill, one kept talking to me, the other pushed the bill in front of me to sign, he did not
explain the charges. Once they left I realized I was bamboozled. They charged $10 for a $2 air filter that I didn't want,
$161.00 for a capacitor I didn't say yes to.
Licensing
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