Northern Comfort Heating & Cooling

"This customer refused to pay her original bill when the job was completed on May 17, 2023. The technician was onsite for over three hours with multiple tech support people from Pentair on the phone and resolved her pool heater issue. Once presented the bill, she refused to pay it even though her pool heater was now working. After a discussion we told her to write a check for $400 and we ate the rest and told her to never call us again. She then went away (on vacation?) and when returning found the heater not working again and called us to come out and fix it again. We will not return to fix her heater since she refused to pay the first bill in full and was an uncooperative hostile customer towards our technician. We will not subject our techs to that behavior nor reward bullying. She would not have paid even a partial bill if the heater was not working in the first call when our technician spent 3 hours onsite. We do not work for free and we don't refund work that has not been paid for completely in the first place."

"When you called the office, you mentioned you were renting a commercial building and your landlord was to pay for the no-heat call you were calling to schedule. We discussed at that time Northern Comfort does not bill and we are COD. You were not willing to pay the fees so chose to get in touch with your landlord. You called us back 45 minutes later to schedule the call because you found out that the lease does not include hvac service. We again discussed the service/diagnostic fees and asked where your furnace was located. Once we realized you had a rooftop unit, we asked if the unit was accessible or if you had a ladder to access the roof. You said you had a ladder available. You received two email notifications. One stating that the job was created which also described the service/diag fee and that we are COD. The second stated the same information when the technician was on the way. Both emails were opened by you. The technician arrived 90 minutes after the job was booked and saw the ‘ladder’ you had on site. It was not able to reach the rooftop, so the technician had to go back to the shop and obtain a ladder to reach the roof. The technician spent three hours total on your site between obtaining a ladder, doing the first part of the diagnostic (30 minutes of reviewing the furnace issues), reaching out to technical support for your unit by phone, and then completing advanced diagnostic on your unit that had not been maintained in several years. The filters were black and after advanced diagnostic with technical support, they determined that everything else in the unit was functioning correctly at that time. Since the unit was able to run again without the filters, the root cause could arise again because it was undetermined by the technician and technical support. You questioned our technician about a payment plan when the job was completed. He called the office to discuss your terms. We did offer you a payment plan which we never do as a business. You chose not to accept that plan."