Collins Comfort Masters

Jeremy M.

I had two separate people from Collins come look at my AC unit. Not only did they tell us completely different things were wrong, both wrote down on their official report something totally different than what they told us. They seemed to be fundamentally dishonest. The second guy wouldn't even consider making repairs (which he priced at about $1600), insisting that we had to get a new entire AC unit. We had another company come out the next day and he made the repairs for less than $800. My AC now blows ice cold, no thanks to Collins. Finally, they had the gall to ask me to post a review for them. Here is my review: dishonest and overpriced.

Jen L.

Let me start this review by saying this could have been resolved had Paul Guerrero called me back as requested. Had our annual check up (always with CCM) and have always been highly satisfied, not this trip. Here are the issues the really frustrated my husband and I-

I placed the ladder in the closet for Juan (the tech) to utilize. I did that so there would be zero damage to our doors, or stairs which have been recently remodeled. Juan decided once he had completed the attic inspection to move the ladder which of course resulted in a huge scratch & paint removal on the closet door.

Juan walked down our new wooden stairs banging his bucket (yes really) which caused nicks in our brand new stairs...WHO DOES THIS??? I thought perhaps it was the tools in the bucket, but nope there were actually dings.

Juan left the caps off on the outside unit laying on the ground after he installed or tested the unit. Apparently that's also my job to pickup (again totally abnormal for CCM)

Juan then indicated that we needed to install a new capacitor on the outside unit. Last year I thought we had replaced the same part, so I contacted my husband. Lo and behold it was a different part (of course) and not under warranty. We purchased this unit from CCM in the last 6-7 years. While discussing this with my husband I said to Juan go ahead and replace it, next year I will do my service prior to the 1 year warranty expiring. Once I hung up he said ""I'm sorry you don't like our warranties"" in a demeaning tone. I feel that this technician was completely careless. He had zero respect for our things, and just didn't take any precautions.

Juan also left our AC unit running at 72 degrees when he left, when we typically keep it at 85 during the day. They've kept it running at a low temp while they were doing the service in the past, and I believe they typically change the temp back once completed. A simple explanation could have solved this issue.

I always see the commercials with Melvin, and that's exactly what he reminded me of. I would think calling back a long time customer, would be beneficial to a company. I attempted to reach CCM the evening we had the unit checked (31st) and several attempts on the 1st. The calling service told me the office opened at 7, however I called 3 times and didn't reach an employee until 8:15. The employee stated that Paul was in a meeting with the technicians and he would call me shortly thereafter. It has now been 3 business days with no call from Paul or any rep from CCM. A huge disappointment for a company that I have trusted, and referred friends and family to.

John M.

I originally contracted with Collins Comfort Masters through Costco about five years ago. I did a very careful evaluation of a number of Heating and Cooling companies before selecting Collins. I had a top-of-the-line 18 SEER Lennox condenser, air handler, and gas furnace installed at a very competitive price. I am retired and had lots of time to shop around. Collins helped me with the rebates both from Costco and the IRS. Probably the most important reason I originally considered Collins was that they are the only subcontractor of this type at Costco. I know Costco is very picky about who they work with as their partners reflect directly on them. Surprisingly enough, there are some questionable firms in the Heating and Cooling business in Phoenix, but as a long time Costco customer I put a lot of trust in the Costco seal of approval. Since my system has been in place I have had ""0"" problems. I have had an annual check up about every other year. I also had Collins Comfort Masters replace my hot water heater about two years ago and they did a fine job at a very good price. Finally, if you think your system is on its last legs do not wait until it goes out in July and you are at the mercy of the repair people. Choose Collins or another reputable company and get your system replaced before you have to deal with an air conditioning emergency.

Shannon H.

Had Collins come to my house to perform Spring Checkup on two units. Technician did nothing except tell us how everything was wrong and we needed to buy all new stuff. ""Wasnt blowing cold enough, has to be the compressor. You need a new unit. "" ""3 out of 4 capassitors are bad and needs replaced @ $180 each"" There was no evidence given or readings shown to prove they were bad. These are $20 parts. Told us we needed 1 pound of Freon, ended up putting in 3 lbs but never found or searched for a leak? Did no preventative maintenence on the system. Did not spray down the coils or anything. Just came in and did diagnostic work and tried to upsell everything. Extremely dissapointing and now we have to get someone else to come in who will actually perform the work we hired Collins to do.

Mike G.

I was in Costco and saw the Collins booth and decided to get a quote since my current unit is over 12 years old. They called to schedule an appointment and one was made for the next day between 11-12. I made sure I was there at 10:30 and stayed until just after 12, but nobody called or came to my house, so I left to finish up my errands. I got a call about a half hour later from Collins saying the guy was at my house. I said the appointment was for between 11-12, not 12:30. I had already wasted an hour and a half of my time and was not happy about not even getting a courtesy call to say they were running late. I was asked if I'd like to reschedule, but that wasn't going to happen. I'd be very wary of a company that treats potential customers like their time does not matter. My time DOES matter and I will be taking my business elsewhere.

Doug Z.

These people installed my heat pump over 12 years ago, back when I had a family member working for them. I have maintained the relationship with Collins Comfortmasters all these years because they have, in my opinion, always treated me fairly with competence and professionalism.
This year was no different. I called to schedule an appointment for an annual check-up. The associate that answered the call was pleasant and efficient in getting me on the schedule at a time convenient to me. The technician that performed the check-up, Juan Becerra, was personable, efficient and professional. He asked if I had any questions or concerns and addressed them all. He also alerted me to potential problem areas and, I believe, was honest and sincere in addressing my concerns as to whether to act on them immediately or if they could wait. I place a great deal of importance on whether or not a company tries to sell me something I really don't need or could wait to have done.
My sole reason for not giving them the full 5 Star rating was because when I called to make the appointment, I was quoted a specific price. By coincidence; I received an e-mail from SRP informing me of their discounted price when using SRP sanctioned businesses for an A/C check-up, which was $14 less than what i was quoted. I called SRP to make sure Collins Comfortmasters was indeed one of their sanctioned companies. I called Collins the next day and explained the situation, requested and was re-quoted the price noted in the SRP e-mail.
This may have been a simple oversight on the part of the associate I spoke with on the phone when I initially called as I was not aware of and did not ask for the discount at that time. To their credit, Collins Comfortmasters DID allow me the discount but a mention or inquiry if I was an SRP customer would have been appreciated when I first called.

Philip S.

So far, so good! Chris and Chris came to install my new Lennox 4 ton 16 SEER unit last Friday, and I was absolutely thrilled with the work they performed. I wish I would have taken before and after pictures, not only of the units themselves, but also the new piping, ductwork, and electrical wiring. They really did a bang-up job. I never thought I would find myself ogling an A/C unit, but here I am!

I contracted Collins through Costco, and it seems to have netted me a good price on the system and installation, as well as warranties (through Lennox, Collins and Costco). Their quotes were very competitive with others I received. Neil was my salesman, and he was very friendly and professional, with no-pressure sales tactics. He was respectful and punctual when I asked him to call me back on a specific date so that I had time to research and make a final decision. He did a great job.

I read some of the past reviews on yelp, and hopefully my inspection and rebates come through. If so, I would hands-down recommend these guys to anyone. Great job all around!

Lisa R.

I am happy with my new air conditioning and PureAir filter.

Collins is professional and trustworthy.

K A.

Would give the 1 star however up until last week I was OK with their service. Heres what happened. Once you are a customer they will call you seasonally with a ""We are running a special right now and wanted to see if we can schedule a service call for you...""
Well I got a call from (sounded like an older woman 40s-50s) she said they were running a special right now for $79 a unit...I said hold on I thought I paid $55 last time, she paused and then repeated herself and said well $79 is the special and our prices went up. (But I just had service with them last winter and thats a big jump). So I said I think I only paid $55 last time can you check, she said ""No I can't and that doesnt matter."" I said what do you mean it doesnt matter? She paused again and said because the price is $79 not $55. I said well it matters to ME because I'm the one that has to pay it and I'll just take my business somewhere else...She said fine and hung up.
Afterwards I was shaking my head thinking of the old saying easy to get a customer HARDER to keep one and almost impossible to get one back.
So I called back in to give them another shot, a different lady answered and I confirmed that the OUTBOUND sales calls were being made by them and not 3rd party (because I still couldn't believe that woman's attitude). Then I asked for a manager who was at lunch she said he'd be back in a half hour and would return my call promptly. That was on Friday of last week.

James B.

after the owner got involved my issue with my broken attic ladder has been resolved. My faith in Collin Comfort Masters has been restored.