They stand by their warranty!! Excellent customer service
I bought my unit from them 2 years ago and only recently started having problems. The air conditioner would only cool the house down to 77-78 degrees. Comfort First made it a priority and sent someone out the same day I called. It took a couple of visits (it was a tricky problem), but Mike, a senior engineer, patiently waited over 2 hours for the problem to reproduce itself. Based on the symptoms, he was able to determine that we needed a new TCV valve and also replaced the coil just in case there were hidden problems within. Although there were noticeable improvements, the temperature slowly ticked its way back up. Jimmy, the Service Manager, sent in a specialist (David) who double checked the system from top to bottom. After a couple of hours of thoroughly investigating the system and the environment under our house, he determined that a dehumidifier from another source was the culprit. The dehumidifier was heating up the air around it to 125 degrees, significantly heating up the floor above it, and in turn, heating up the living room above it. No wonder our house wasn't cooling properly. He agreed with Mike, that based on the symptoms, the TCV valve was part of the problem as well as the dehumidifier. Even though we didn't buy the dehumidifier from them, David made some recommendations for us to consider about how to vent the dehumidifier output out of the crawl space. He educated us about everything he was doing along the way, and based on some observations around the house, he made some recommendations about how to improve our heating and air conditioning costs in the future. We didn't pay for any of the visits or the new parts since our system was under warranty. I really appreciate Jimmy's due diligence in helping us solve this problem and making our service calls such a high priority. During some of the hottest days of the year, I know they are very busy with a lot of customers and Jimmy was completely committed to our satisfaction. He made himself available every time I called and I really appreciate his prompt attention. Everyone was very professional and courteous, arrived promptly for appointment times and were clearly committed to excellent customer service.
My belief is that you don't really know how good your warranty is until you have a problem. Comfort First really impressed me and I feel that we can rest assured that they'll be behind us if we have anymore problems.
Many thanks to Jimmy, David and Mike!!! You're super stars!!!
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