Custom Comfort Air

We had one of Custom Comfort Air’s technicians come out on 09/02/22 to give us a quote for repairs, our A/C unit was working extra hard and taking longer to cool than typical summers in the past. We also wanted to sign up for their maintenance program. The technician went up into the attic and gave us a $4500 quote for a coil replacement, to fix a leak and a Freon refill. He did not fix anything that day, but he did bust an insulated pipe from the A/C unit. I understand accidents happen. That evening, water was pouring through our ceiling in a steady stream and there was a pretty big puddle on our floor when we noticed it at almost midnight. We shut the A/C unit off, my husband found the pipe the water was coming from and patched it up. We called Custom Comfort Air Saturday and left a message. They called us back that day. Richard said he would send out a guy to fix it Tuesday morning (Monday was Labor Day) if the leak had been stopped. The same technician showed up to fix what he did and, since our A/C unit was still under warranty, it was going to cost us $2100 to fix what was needed instead of the original $4500 quote. This did not include the cost to fix the water damage he had caused. At this point, we had a piece of sheet rock about 1 foot long dangling from our ceiling. The technician didn’t fix the ceiling, dry out the insulation… because he’s an A/C guy. Richard was going to send a sheet rock guy to fix it. The man showed up, took pictures and said he would be in contact. He was supposed to come fix it sometime mid September, but never showed up. Well, it is now 10/10/22; well over a month since this has happened and our ceiling still has not been fixed and the water damage from the ceiling is spreading. At this point, my husband has taken 3 different days off from work so someone is home when the technician came to fix the pipe he busted and for the sheet rock people Richard “hired” to work on our ceiling. They never showed up. We found someone who does great sheet rock work and several recommendations and he gave us a quote. Well, Richard said he doesn’t want to use him (it’s our home his employee made a mess of). Richard said he would send someone else. On 10/07/22 (Over 1 month of dealing with this) a man called and said he was told to call us because we needed sheet rock work. When we asked who gave him our contact information, he had no idea, he just said someone told him to call us. I asked if he was from Custom Comfort and he said no. We told him no thank you. The complete lack of communication and professionalism with Custom Comfort Air, Nicole, Richard and the company is so frustrating and infuriating. The neglect for customers homes is ridiculous. The wet spot on the sheet rock has spread about 5-6 feet through the kitchen. WE ended up hiring the company we found originally; and he has taken care to dry out our insulation, replace the damaged insulation, spray against mold and mildew, fix the sheet rock and paint the ceiling. And we paid him out of our own pocket since we did not want to have mold spreading in our attic. I say all this because in the entire month that I have been watching the spread of the moisture, Richard and Nicole have given us the runaround and have avoided fixing their mistakes. And also, we found another company to fix our original problem with our A/C. They picked up the new coil, fixed the original leak and filled up with Freon for less than half of what Custom Comfort Air was going to charge us. Not only is Custom Comfort Air a company that is irresponsible with their mistakes and give people the runaround, but they are also gouging customers for their “services”. I absolutely would NOT trust Custom Comfort Air with any of their services. Date of original damage to ceiling: 09/02/22 Still getting the runaround: 10/10/22 - they will not pay for the damages they caused, which we fixed and paid for out of our own pocket. Richard will not pay because it’s not “His guy”. None of “his guys” have shown up to do any of the work.

Aug 23: A/C not cooling within a month of replacing TXV valve, refrigerant and evaporator coil The installer of our Lennox systems, Custom Comfort Air, came out in late July after we called in for frozen evaporator coil. The diagnosis was a broken TXV value. They confirmed that there was no refrigerant leakage. The condenser unit was fine and blowing warm air. They replaced TXV value along with all new refrigerant on Jul 27th. After 3-4 hours of work, they told me the A/C diagnosis still showed problems and the evaporator coil needed to be replaced. Next day, the evaporator coil was replaced and everything tested OK as I was told. That was another 3-4 hours of work in the house. Fast forward to today, less than a month after those repairs, the A/C quits cooling. The condenser is still on but the air blown out of it doesn't feel very warm. The fan has always been on auto. And there is a small puddle of water in the evaporator's dripping pan. It seems to me that the refrigerant has leaked. During this COVID pandemic, my senior mother who has a heart condition has been staying with us. I can't believe after Custom Comfort Air spending almost 10 hours among diagnosis and 2 repair jobs of 3-4 hours each working in our house, our A/C is broken again. We don't have any choice but to schedule another repair. It's very disappointing. I know they might have tried to get our A/C repaired well, but the end result is not good. And I feel like I'm putting my mother at risk because we once again have to get somebody in our house. Updates on Aug 24th: Unit is completely frozen, worse than last time. A senior technician came out. He told me that the outdoor condenser unit is completely frozen. When he checked the blower and the coil in the attic, the coil is frozen too but fortunately the blower is working fine. We have to wait for everything to thaw out before they can run any diagnosis. Last time when they replaced TXV valve, refrigerant and evaporator coil, I asked them to either check or replace dryer filter. The technician told me the dryer filter is inside and it didn't need to be replaced as he has tested it just working fine. At the point, I can't imagine what could be wrong, what needs to be replaced or repaired or how many more hours of work. Sigh... The scheduler and receptionist are very nice, prompt and professional. The service manager is being great. But I highly question the skills on A/C diagnosis and repair at this point. Diagnosis on Aug 24th: Here comes the diagnosis. The blower definitely works fine. There is still restriction in the line that causes the unit to freeze up, the same diagnosis as last time that led to replacement of TXV valve, refrigerant and evaporator coil. It seems some parts or maybe the entire system needs to be replaced now?? I'm waiting for the response from Custom Comfort Air office. The technician can only tell me at this point that refrigerant has to be replaced once again, along with some parts of the system yet to be determined. My questions are: Could it be the compressor problem to start with when we called in the first time? Or the new TXV valve or new evaporator coil has defect or has been installed improperly? Or the refrigerant got contaminated when coil being replaced, then caused new TXV value to fail again? Updates on Aug 25th: The lead technician called and told me that they'll replace TXV Expansion Valve, Refrigerant and Evaporator Coil again, along with outdoor compressor and dyer filter. And they'll make sure the system is thoroughly cleaned (with Rx-11 flush?) when new parts are installed. I feel like they are trying to do the best they can. This case could very well be complicated to deal with. I may change my ratings after a good job is done, just to be fair. Aug 28th: Third repair attempt failed after replacing TXV Expansion Valve, Refrigerant and Evaporator Coil, compressor and dyer filter. Due to the hurricane Laura, the repair had to be delayed to today. This time, I was told that the pressure dropped to 80% (or by 80%?) without even the unit running. They had to pump out all the refrigerant as it will otherwise leak. They put nitrogen in so that they can come back on Monday to check. The diagnosis for the three past repairs was always restriction in the line. No refrigerant leak. Unit always get frozen. Every time, the diagnosis was always done by running the unit on 10 degree lower. But this time, the unit wasn't even turned on when they detected the pressure drop. Does this mean we have a leak now? That's something new. I'm beyond frustrated at this point. We have to wait over the weekend for the diagnosis without A/C. They wouldn't or shouldn't put the refrigerant back if there was a leak before. Something is not right in between the restriction and the leak.

Very good. On time and knowledgeable

Do not do business with this company. Two years ago had both my AC units replaced by them. Almost $17,000 with a 10 year warranty. In two years I have had to call them for 5 breakdowns. They send techs that are complete idiots,(except for one guy Terry), you pay $99 for them to diagnose the problem and fix it. And it breaks down again. But you have to pay $99 again even though it is a related problem that the idiot they sent did not fix right. Then if you need parts to be replaced it is another $99 deductible. This keeps on going. How does this happen to a 2 year old brand new system? They blame it on the manufacturer Lennox. Save your money and time, look for a better company.

Tyler has always done an excellent job for us. He is prompt, courteous and efficient.

Defective Lennox A/C unit needs to be replaced. Parts and labor are under 10 year warranty. I paid $99 for a diagnostic test on May 11, 2017 and found that BOTH LENNOX A/C coils needed to be replaced. I also paid $49 for one A/C coil on May 19, 2017 and $49 for one compressor to be replaced on May 23, 2017. This was the deductible. This was completed in May 2017 for only one A/C coil though both coils were defective. The second A/C unit stopped working in August 2017. I was charged an additional $99 on August 21, 2017 though the company already knew this unit was also defective. Now I am told by the owner that I will have to pay an additional $699 “FLAT FEE “. The owners of this company are: Richard and Heather Hogan.

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I have used this company for several years. In this case they had to replace a thermostat that they typically do not work with. I will say that they stuck with it. They took care of warranty issues without asking. They worked with Lennox to get an unusual situation resolved. I became extremely frustrated and they worked through my frustration and theirs with complete professionalism. The service manager even drove out to my house to ensure the situation was resolved. A++

We researched the best practices for a HVAC system install, asked a lot of questions and found that Larry, the sales person from Custom Comfort, was knowledgeable (experienced A/C tech), professional and easy to work with. The crew from Custom Comfort Air arrived on time and did a super job with the install. They followed the industry best practices for installation. We are happy with our purchase on the folks at Custom Comfort Air. We will likely use them again when its time to replace the second system and would definitely recommend them to others.

I bought a high efficiency unit, I believe it was $13,051. I will continue to use them.

I bought a complete unit from them about a year and a half to two years ago. They come out every six months to check everything out.

It went well.

They have always been good. They have always done an good job, and I am happy with their work.

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I wish I had two more hands so I could give Custom Comfort four thumbs down. My elderly parents had an annual checkup from Custom Comfort last month. The tech from Custom Comfort told my parents their A/C system had severe leaks and that the copper coils needed to be replaced forthwith. Custom Comfort then advised that new, high-caliber aluminum coils were far superior to the old copper coils. Custom Comfort then deviously persuaded my parents to purchase this more expensive aluminum product at a cost of over $3,000 - a great deal of money for folks on a fixed income. My forever trusting parents moved forward with the purchase on 28 July 2016. Custom Comfort informed my parents the coronation of this glorious new A/C system would occurr on 7/31/16. Custom Comfort remained conspicuously absent throughout that day. After numerous phone calls to the owner, installation was recheduled for 3 August 2016. Quite fortunately, my parents were outside when the Custom Comfort truck arrived for the install. My mother noticed the packaging that supposedly contained the new and "far superior" aluminum coils. The box clearly stated that the system was one with the inferior copper coils. When confronted, the technicians stated they were "just doing what they were told to do: install copper coils." The project was terminated and the Custom Comfort technicial reinstalled the original system. The technician repeatedly apologized and said he was just doing what he was told (by the owner) to do. Thus, my parents assumed they were left with an old and purportedly crippled cooling system in their home. One positive affair occurred on the following day, but it wasn't because of Custom Comfort. A third-party Lennox dealer executed a comprehensive analysis of the original A/C system and found the following: 1.The system did not have a leak in ANY of the old coils. 2.Existing coils were performing without failure and were not even close to needing replacement. 3 The system was operating without ANY form of deficiency. Pitiful service, dishonest sales, and taking advantage of elderly customers is not what a quality business does. Custom Comfort clearly thought they could bamboozle an elderly couple to aggrandize their own profit. For years, my wife and I enlisted Custom Comfort four our annual A/C checkup. That won't happen again. This form of shenanigans by business owners should be criminal offense.

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