Total Comfort Heating, Air Conditioning & Plumbing

I had a great experience with Total Comfort Heating, Air Conditioning & Plumbing. Therance was very professional and friendly. He was thorough with explaining the work that he had done and the work I would need to have done. I am pleased with the service that was provided.

We had an emergency at our home. My 16 year old blind Yorkie fell through a vent. We called every HVAC business in our area and none of them answered during the time listed for 24 hour emergency service. Well, Total Comfort did and we are so grateful. I explained to Deidra what occurred over the phone and she was amazing. She was able to get someone out fast. Andy Garcia is an angel. He was able to rescue my dog. She was stuck and could not get out she’s completely blind. He was so caring and gentle with her. He was very professional and kind. I can’t thank Total Comfort enough especially, Andy and Deidra. God Bless you. ??????

The serviceman today was excellent. He gave excellent service and was cordial and professional. However, the company was supposed to add an anti microbial light in the unit during installation, I paid for that, and the serviceman informed me that no light was installed. My unit is in the crawlspace of the house and I cannot access itself myself and asked that full pictures of the install be sent to me once completed and that was never done. Again, I am very pleased with the serviceman that came today to check the unit but I am overall dissatisfied with the company and their lack in fulfilling installation contracts.

Unresponsive no-shows twice in 2 days. I sat home waiting for a total 10 hours over two days and no one ever came. When a tech came on the third try, he offered to “clean the hot water burner assembly” for $450 “in case that might be the problem”. When I asked “what if that doesn’t fix it?”, tech said “i don’t know, I would have to ask my boss”. I told him I was “not going to pay him $450 for a maybe”. Complete train wreck. Total Comfort called back, offered to set up a 4th appointment. I described what happened. They said they would talk to the “DM” and call me right back. They never called back.

Update: Total Comfort read this review and provided a number to call to “make it right”. I called the number several times, let it ring 25 times each time and no one ever picked up. Nice move Total Comfort— publicly appearing sorry but giving me a number that doesn’t work. That tracks. Very smooth. Beware.

Our heating stopped working over a week ago, and over the course of three dispatches, no one has been able to fix it. On two of these occasions, the technician looked at the unit for less than fifteen minutes, told us that he didn't have the part he needed, and then ghosted us after saying that he was going to call his manager to see what they could do for us. All this occurred right as a historic ice storm was set to hit the area. On the other occasion, the technician was able to identify an issue, but since it was the end of the day (7pm) they would have to send someone out the next day to actually fix it. We received a service window, which kept getting bumped back until later in the day, and by the time the technician was able to head our way, it was already 7:30pm.

We have tried calling the service center multiple times a day over the last week, and every time, the agent says that they will escalate to a manager who will then call us back, which has not yet happened once. Our house has not gotten warmer than 65° for the last week. The sales representative touted a wonderful 24-hour service guarantee, where if they cannot fix our unit within 24 hours, they would write us a check for $555. I'm not holding my breath for that promise either.

Avoid at all costs.

Update:

Three days later and we are still no closer to having our heating fixed. I have started telling friends a coworkers to avoid Total Comfort if they're ever in need of a new HVAC installation. Their customer service is completely unacceptable.