Collins Comfort Masters
reviews and complaints

Hi,

We had CCM replace our a/c units in Jan 2020.

This summer, our a/c units weren't keeping up with the temperature of our home. It got to a point where they were running constantly. A tech came out to our home at the end of August, and he determined that one of our systems had a refrigerant leak. The bill was a hefty $805 for him to recharge the system.

After the service visit, I was told a technician would contact me to schedule another appointment in about a month or so, to come and assess the leakage. There has been no follow-up.

I'm sure you can imagine the frustration we feel for several reasons:

1. These units are pretty brand new. We're just finally approaching the finish line on our loan, and we already have a leak... not only costing us another $800, but also increased our energy bills over the summer!

2. From what I gather on leaks, there is either a problem with erosion, wear and tear, or defective manufacturing... none of which, if I'm correct, should be at our expense on new systems.

3. Lack of follow-up and communication. I called to express my frustration soon after our appointment, and to get further insight, and I never received communication back. With it being a couple months now, I can only imagine what we will get to pay for more refrigerant.

We were promised customer satisfaction and quality workmanship, neither of which we feel like was fulfilled. Personally, we feel like this should be Collin's responsibility and loss, not ours. We paid over $20k for units (and fancier units) that couldn't make it even 4 years before needing a costly repair.

Collins reached out recently, after my complaint, and scheduled a service visit. The visit was to inform me on costs of diagnosing the repair. Nothing I complained about was addressed.

Collins Comfort Masters installed two each air conditioners, air handlers, and furnaces for us. The installation was done by two teams Anthony A, Efrain Z, Daniel G, Juan B Jr and Cirlo M. The arrived right on schedule after giving me an advanced notice via a courtesy phone call. They went to work immediately and worked until the installation was completed. They did not take any breaks or lunch hour. They were very courteous and explained exactly what they were doing as they progressed. They began by laying down tarps keep from tracking any dirt into the living area. They also cleaned up the minor amount of insulation that did find it's way onto the floor when they were done with the installation. They spent time with me to explain the operation and maintenance of the units and thermostats. We were very pleased with their work ethic, the quality of their work, attention to detail, and very professional attitude. We would highly recommend them.

The technician who came to house and installed new thermostat gets 5/5. Perfect.Collins gets 3 stars for 2 reasons. First, we had a large home repair project where ceiling was exposed to attic. Asked Collins for estimate to move equipment into a space in attic. Approx a 10k expense. Next step was for the supervisor to come and do assessment/plan/etc. Never showed. Tried to get it scheduled multiple times. We just had to move on without completing that piece of project due to window of time expiring. Second is a faulty thermostat. Which can happen and I get the manufacturer is ultimately to blame, however when we went to find a replacement after only 18 months we learned the model had a history of problems and bad reviews. I feel like they sold a technology known to have performance issues over doing whats right and dumping that inventory and insisting on a higher quality product. The warrantee covered the cost of new thermostat but not $300 of labor cost out of pocket.

Chris G did an excellent job installing our new unit! Jacque was great when I spoke with her at Costco and she scheduled a quote while I was standing with her and she conveyed the urgency of our situation. Having an ac unit go out in June in Arizona is no joke. Neil gave us a quote and he was very knowledgeable and professional the whole time. He was not all about sales, he earned our business by his professionalism and reasonable prices. They have been in business for a long time and this is our second unit through them. We now have 2 new units, instead of 1 and an ancient one. The newest unit has been amazing and getting the two phase unit was a great choice. Our home has never been this comfortable, especially in the hot desert summer! If you are in the market for an ac unit, you will not regret using Collins Comfort Masters. Everyone representing them brings professionalism, excellent customer service, care and concern and their products are high quality. I highly recommend them!

While investigating the purchase of a new *** Elite Series HVAC unit through C's Special Order Service Program Gail introduced us to Collins Comfort Masters Company. We were contacted quickly and directly by the Collins Sales Consultant Garrett O. who arranged for our home review and complete quotation for recommended equipment with an installation schedule. We accepted the bid and within two days the Collins Installation Team of Jose V; Carson G; JesusR; and AlanJ; arrived to facilitate the removal of our old system and efficiently install the new units into our home. Coordination by Garrett O; Gail; James; Blain W; and Norma H ensured that the work was done thoroughly, completely and efficiently which surprisingly only took one day! The installation went extremely well with no problems to date. The M30 thermostat operation was thoroughly explained and also is working well. We even signed up for the Collins Protection Plan which should ensure us future peak efficiency benefits. I highly recommend Collins Comfort Masters and C Special Order Service for any future consideration.

I originally purchased my units from Collins (through *** membership). I have faithfully had them services by Collins every year. The most recent service was late April. Since I was selling my property this summer, I thought that I didnt need to worry about the *** units, since Collins said they were good to go on the service call. NOT THE *** The inspector found several issues with one of the units. This became quite an issue with the sale of the property.I understand that stuff happens, particularly with *** units in the ***, but it appears that Collins maintenance service is not worth paying for. Apparently they send out the most inexperienced techs for this type of call. To make matters worse, I asked for a call from someone in management to explain what happened (documented on the service ticket) and nearly 2 weeks later, NO call.I regularly receive marketing information from Collins to have maintenance done & buy additional products. Perhaps they should focus more on providing the actual service that they claim, and less on marketing/selling new products. Bottom line, a loyal customer is very DISAPPOINTED.

I contacted the Collins Comfort Masters for the water pipe leakage under the ground. The Collins sent a staff for the quote on the repairing service for the leaked pipe on June 20, 2022. The Collins staff did not inspect the leaked pipe or just visually looked at the ground that does not expose any leaked pipe. Simply he told me that it would cost $1740 to repair the leaked pipe and it would cost even more if he needed to dig the ground deeper to repair the leakage. His quote was significantly higher than the other plumber. And his verbal quote was not clear because he said that it would cost more than $1740 if any deeper digging the earth is needed. I could not accept his expensive and ambiguous quote, but he charged $89 to my credit card for the quoting service.On the following day I called to the Collins office and complained no receipt and the charged amount for the quote because the other company did not charge for its quote. I believe the company overcharged just for the quote and I did not know they would charge $89 just for the estimation if I do not accept its service even though its repairing estimation is too expensive.

On 7-5-22, Collins repaired 20-yr old unit; advised it's future & what to expect. No pressure *** of new units, longevity, $, etc. Clear, concise details of entire project including specs, $$.On 7-18-22, Collins sent 4 guys to install two units, new equipment in attic, etc. They showed up on time & got right to work. These guys - ***, ***, *** are a team like no other, worth every minute & every *** spent! Other companies may want to consider following Collins' business approach, and hire workers like these 4 guys, definitely ones to emulate! Worked non-stop, didnt take breaks, worked through their lunch, respectful of property, super nice. Kept me informed what they were doing, very transparent. It was also worth joining their membership, cost was good - after investing in new equipment, no one else is touching it! Collins Comfort will remain my *** guys for life. Super impressed w/company, but more importantly, their people. A side note - Collins Comfort, keep treating your people well before somebody else swoops em up!Thanks much *** for outstanding job. Always welcome in my home :-)

I have used Collins comfort Masters All *** for a number of years and have been very happy with them. I realize that my air conditioning is getting very old and when we decided to go ahead and purchase a new one we felt comfortable enough to reach out to the *** division based on previous experience. Today *** showed up on time, very polite, and friendly. He asked several questions about what our concerns were and then inspected both units. He took plenty of time to walk me through his observations what they meant and what my options were. I really appreciate the attention to detail and his willingness to re-answer questions that he had already answered. And through our discussion we came up with a solution that makes sense to me and meets our needs. Our system is up and running fine but we knew change was needed he scheduled a time thats about 10 days out which is perfect for our situation. If our system was out it is possible that they could have responded faster but we didnt enter that conversation because it doesnt apply to our situation. Very happy so far with the care and the payment options and the fact that they were able to squeeze us in when I know their schedules are busy.

My home A/C system went out, called around for best deal and CCM beat every other businesses by far with quality equipment. Sales guy Josh Wiegel came and inspect the house and break it down in details of what I will be getting for what I am about to pay for it. Very knowledgeable sales guy! A week later a crew was sent to replace my home A/C units. Justin R, Edgar P, Chris G, Matthew G and Blayke D. Walked up to me with smile on their faces, energetic 5 young men. After they came in to look and explain to me what I should expect from 8 hours of them hanging around the house and when they leave the house will be clean as they first came in. Then they jump on and start their magic. They keep me posted throughout the day, they worked very well as a team, everyone knew what they were to do and like a assembly line they were in motion. I did not expect this kind of professionalism, I have been around and I have seen how most of the businesses cut corner and sell you and then poor workmanship. Not these guys, they take pride in their work and very respectable team. I highly recommend CCM to anyone, you won't be sorry as they give you service we all deserve as we pay a lot of money for these A/C systems. Then office called the next business day to follow up on the install, now that is also another sweet point to make sure customers are treated well during install. I am truly impressed with CCM. Thank you CCM, you guys rock! Stephen L

I have used Collins CM for maintenance and new installs of AC units for years. In 2018 the technician that performed the spring time system check up did not appear to do a thorough and complete job so I have used other companies the last two years for check ups. This summer the system became low on refrigerant and the technician sent by Collins said he found the leak where the high pressure line connects to the air handler. He explained that the connection was a unique part made for the company that installed the unit when the house was new six years prior and that that part was no longer available. The technician recommended a new line set and the cost was over $1600, half upfront. The next day the line set was installed and was a nice clean installation. The technicians did a good job and I was satisfied with the work. Unfortunately I asked for the "unique" part and discovered that it was a standard 3/8 flare union available at most hardware stores for less than $10. Three days after the line set install the leak in the system became apparent when the refrigerant started visually spewing from a line near the compressor. Collins immediately dispatched a technician to my house and he repaired the leak and recharged the system. Collins offered to take the cost of that repair, approximately $800, off of the $1600+ bill for the line set leaving me with $800 out of pocket for the repairs. I was supposed to have been emailed receipts for both repairs, but I have not received them. I will have to call the office. I would use Collins again, but they do have room for improvement in several areas.

We purchased thru the *** program two new *** systems. Collins was the face for *** selling *** systems and they did the installation. Please read below on why I could not give 5 stars.Sales Experience:I was a little disappointed in the initial contact with the sales person. Immediately I felt like I was dealing with a car salesman. The prices were not fixed as one would have thought when buying a product thru a *** program getting the lowest price that *** would negotiate. This was disappointing to me. The salesman did make soft offers that never happened when asked a second *** multiple appointment reschedules due to issues on my side we were able to get a firm date on the install. I really appreciated the flexibility that Collins provided with the appointment. The installation itself went very smooth and faster than I anticipated. Took less than 6 hours to remove, install and test functionality of the new system. While there was some minor damage in the area that they were working in, Collins has scheduled someone to come and do those repairs.I was however disappointed that they did not run new thermostat wire for the system to communicate with the thermostat. They did use a solution the thermostat supports but this now requires someone to go into the attic to replace batteries in a module when the display on the thermostat disappears. Both wire runs could have been completed with just a bit of effort since it was a straight shot and I was willing to poke holes in the walls and repair myself to make it happen.System *** systems are running fantastic and we have noticed an improvement in the overall temperature around the house. They are quiet and we hardly notice them running. Overall Experience:My overall experience would have been a 5 star review since everything seemed to go very smooth. I was just a bit disappointed about the thermostat bandaid solution.

Yesterday I spent over eight hours in a plus90 manufactured (metal) house in *** to get the air conditioning repaired before the heat could cause the entire household of luxury vinyl flooring to warp (to the tune of $12,000 floor replacement cost). Since we are in the midst of a Valley of the Sun heat wave, I had to request to invoke a 24-hour service guarantee from Collins Comfort Masters that we have due to paying yearly for *** maintenance agreement for our new house. Otherwise, Same Day *** Repair (and others) could come Tuesday or later.Despite the house being my sisters and not having the maintenance agreement, they graciously came to help a regular customer (me!) and we FINALLY (not *** fault) arranged to replace the *** unit Monday morning and have placed a portable Air Conditioning Unit in the place to keep the temperature cool enough to save the floor. I am so grateful for the technician, ***, who was there until past 10pm. He patiently had to do several attempts to cover us, as I had to get approval from two people (one of whom sat in his *** air conditioned home where he has done NOTHING to work to empty the place and prepare it for sale, but didnt see any reason to pay thousands to repair *** in a house we are constantly working in and plan to sell)and while they were spending time deciding what to do, several replacement units were claimed by others experiencing the heat wave (with their own broken units) and our repair/replacement time skipped from next day (today) to Saturday to . . .finally, Monday (claiming the last never-used unit Collins had that would fit the mobile home) by the time permission was given.I highly recommend Collins and if you can get ?*** as your tech, take advantage of that blessing-and if you have a piano, ask him to play, because he sat in our 97 house playing ragtime on piano as we awaited the decision-makers so he could schedule us ASAP, when he could have sat in his air-conditioned truck

Beware Critical RETIRED 69 yr old.May 19th 2022 Collins Comfort serviced my 7 year new Lennox *** Comfort. I was informed by the technician of Immediate repairs of leaking coil replace $1579.00, refrigerant, $136.48 per unit, head start kit $387.00 surge protector $1580.00.To Restore efficiency: air scrubber $2200.00, duct clean $1499.00.Rep stated would be cheaper to install new unit. I questioned rep *** showed him my electric bills on my *** Sq Ft home. $79.61, $62.47 ***, ***. I questioned the Quality of the Lennox unit as my prior unit lasted 27 years !Tec Said I only had 8 yr guarantee and needed to make decision by December 2022! I Called Lennox and discussed situation. Lennox assured me I have 10 yr guarantee was transferred to *** Advocates adv my case was directed to *** Mgmt.I had *** for second opinion there was nothing wrong with the unit no charge from ***. Met my home with ***/President and *** They had another tec eith them and confirmed unit running in excellent condition. I asked *** if the tecs get a percentage for getting customers to pay for repairs absolutely not needed therefore lying to naive people.They offered 3 years of free service *** 2 items my choice for half price I research their half price and other companies had their half price for 50% less. I declined all their offers no more trust SAD June 27 I text *** to refund $69.00 svce call fee for all anxiety and stress meetings and calls.. No response from *** another request on July 4 I called *** and he said to me: would you like for me to deliver the check or mail it. I said please mail it. July 14 no check. I Truly believe *** was mocking me. No refund.Matter of principle $69.00 does not pay this terrible experience. Indescriptible certainly terrible experience. Too much to express the disgust of of someone trying to take my hard earned money and others.

I had initially planned on having an A/C unit installed by this company and provided them with a very large deposit. Then, the last business day before the install they told me the equipment wasn't available. They tried to switch me to different equipment which I did not want. The tech came over with his young child and she damaged several things in my home. This, combined with they could not install the agreed upon equipment, I asked for a refund of my deposit. Since then, I have not had any success finding out how/when I will be refunded. Not only have they been unprofessional, but they cannot install the equipment I asked for and now will not provide a refund. All I get is the runaround and told "we'll take care of it". I would like to know how and when and I would like my $5,500 back.

Date of Service: 15 Aug 2021 Service Provided: Tech determined that the condensation pan drains into a sink that was clogged. Tech said it was not covered under warranty but would fix it for free & took apart sink to unclog the sink. Showed the homeowner what was clogging the sink & put the sink back together. After the tech left a plumbing company was called to come and service the rest of the lines in the house,. The service date for that was 16 Aug 2021. About an hour before he showed up about 2 inches of water was found sitting in the vanity where the sink had been taken apart. The water had also soaked under the tile and into the carpet. The vanity is destroyed and has to be replaced. The tile will need to be removed and replaced. There is concern of mold now growing. They requested an invoice from the plumbing company showing what they found and this was provided to them 24 Aug 2021. The service manager has refused to talk to me on one occasion since it was sent.