Collins Comfort Masters

Sharon H.

Scheduled for an appointment on Tuesday 10-12 time frame for A/C maintenance. I get a text they have an emergency please call and reschedule. I called and reschedule due to another customer needing A/C repair, no problem I understand. Move to 2-4 pm same day. No call no show at 4. So I send a message, CCM calls back it's now after 4pm, "" Oh I'm sorry we have no one available now we need to reschedule "". I talked to this scheduler who says "" oh we have this Friday 8am"", I said perfect I will take it!
Today is now Friday nearly 8:30 no call no show. I contact CCM, Domica says ""oh I'm sorry they told you 8am, we never do that who did you speak to "", and anyway we never start at 8am, the tech is starting late today, and you are the second client and the window is this morning between 8-12! (However she just said they don't start at 8 .)
I expressed I was home ALL day Tuesday and now I have to wait again all morning. This is my 3rd reschedule. I am so disappointed after today I will not do business again with this company. Since I ""pre-paid "" I have to do this today. Oh and no you can't speak to management "" their in a meeting "" and cannot be disturbed. Someone will call you back later. I booked my appointment online originally as per the business request. I have been accommodating as per the business request.

10:26am Was advised via text I was next in line. 12:13pm-Just now notified Tech is on they way still 40 more minutes.

11am Had a conversation with management as they never reached out to me spoke with Brian, who apologized for the poor communication, they have had some issues. He did offer to ""comp"" my membership however I denied and will go elsewhere for future maintenance and repairs. Brian appreciated my honesty.

1:30pm Tech Zachary was here. Washed and cleaned the unit said it wasn't bad except we have a ""growth "" of some sort on the wires. Potentially could turn into mold but at this time was okay but don't let it go untreated. Zachary was professional and cordial. I hope Costco is aware of this company issues.

Jaylynn S.

Collins has been servicing our AC for 6 years. Well, the ac died the day my aunt who owned the house before me passed away. I was a mess and wasn't sure what to do with a broken ac and a broken heart. They came out and the technician had to give me the bad news, I needed a new ac.

In the most confusing and roughest moment of my life, the technician took time to make sure I understood all my options, helped me out with expertise and most importantly showed compassion. The company went above and beyond ac replacement.

Their customer service was excellent, the work is excellent and i am impressed.

Bernadi S.

We have been having ac issues since last November and Supervisor Aaron Wolfe refused to call us back. If I could give zero I would.

Cynthia L.

I strongly recommend that everyone stay far away from this company. We purchased 2 Signature Lennox systems through Costco in June of 2016. Turned on our AC on Sunday and upstairs unit was unable to cool to set temperature. Made an appointment online for 12 to 2 on Tuesday. After numerous calls, someone finally showed up on Tuesday at 7:30 PM. He said it was a leak that would take 3 to 4 hours to locate and he could not do it in the dark. He admitted he has only been with the company for a month. I called 7:30 AM the next morning and told we were 3rd on the list for the day. Tanner showed up around 4. Looked for about 15 minutes and announced the evaporator coil has a leak and needs to be replaced. It is under warranty, but they are charging $3,000 for labor cost, refrigerant etc. At this point I suspect someone does not know how to do their job or is lying. He said he had to type up our receipt and it would be emailed to us. We have yet to receive it. At 4:30 on the following Wednesday, scheduler called and said someone would be out early this morning (Friday) to install evaporator coil. At 9 AM, received a call that the do not have any workers today and have to reschedule for Monday. I am still waiting for a manager to call me.

I encourage you to look up Lennox evaporator coils. They use aluminum coils that are known to develop leaks. There has been a class action lawsuit. The Wrench Group LLC acquired Collins Comfort Masters in October of 2020. Wrench Group also appears to own Parker and Sons.

Costco needs to reconsider their relationships with Lennox and Collins Comfort Master, as these companies do not represent the quality Costco is known for.

Albert L.

Fun fact, had Collins install new roof unit in 2016, 2021 no ac in sept. Called for service and a tech came out and said the coil went bad, is under warranty but will cost $1800.00. So I paid it but then cancelled it the next day for I decided I could wait till next summer to take care of it. They refunded 1200.00 because of the Freon. So in April of 22 I called Savage Air and they came out to give me a estimate to replace the coil and they told me it was not the coil but a small pin hole in the line going to the unit. Charge $700.00 for the repair. So if you want to be lied too and experience fraud please use Collins Air, Lowes does.

Denise M.

They merged with All About Water who we use for our water softener and RO water. We ended up putting in a new HVAC before Christmas. They were great and so far the system is as well. Nice people and very prompt with system installation. I would definitely recommend them !

Michael D.

Had a inspection done, rep stated he did not want to replace an area on my heat exchanger because ""he didnt want to go to the back too difficult to reach so he would only use tape"". Capacitor was bad still under warranty. Total cost to fix. $977. Called a different a/c company they came out fixed the leak with metal and screws the way it should be done. Also replaced the capacitor.....$180. I will never use them again. They have a $19.95 promo for the inspection then really try to stick it to you for any repairs.

James P.

We had a lot of problems with Collins so be careful and don't believe everything they say We have used Jed at Pima HVAC for years but could not reach him and called Collins as they were a Costco affiliate or member.

Part1 - When our heating went out on 12/8/23, tech came in and spent some time and said the capacitor needed to be changed. He said there was some other issues but left with it working. So, we paid the $211 for the capacitor, which we did not need as we found out.

Part 2 - On 12/17/22, one week later, heating went out again. Second tech came out, turn on heat, nothing, but soon it started working. He said we had a dirty coil and wanted $468 bucks. Call the main office, which took forever, and complained.

Part 3 - Heater went out again and on 12/22/22 the head supervisor came out with another tech. After considerable time, they bypassed the Defrost Control Board which was BAD, and got it going. The chances of using a Defrost Control Board in Az, is very low, so we did not replace it as he wanted to do. BUT, there were many other problems he said, and wanted to give us a credit on the cleaning the coil which means we did not need the capacitor so we're out $211. Total quote cost for all repairs was $1014 which we did not do.

Called Jed and for $50 he came out and did a thorough review and said everything was fine, the coil was a bit dirty but did not need to be cleaned and agreed that we did not need the Defrost Control Board.

(NOTE: They have a terrible communication problem with long waits, then dropped calls and numerous redials until I talked with someone. Also, try to find an email to communicate with them and it doesn't exist. What company does not have an email??? and avoid the ""Comfort Care Maintenance Contract.) On a positive note, they were very cordial.

David A.

Don't trust them. They overcharge and they use inferior parts. I asked him to change out a condenser motor in my heat pump. I asked to put in the same kind of motor that was in there originally. They did not. They put in a cheaper motor and left me with exposed wires. I give them one star because they did come back and put a proper motor in. But only after I had to twist their arm.

Also, The tech took my old motor without my permission. When I asked to have it back so that I could check the specs on it in case something happened with the motor they put in, they gave it back to me all right. But with the information plate sandpapered so badly it couldn't be read.

In addition, ever since their tech worked on it, the heat pump makes a groaning sound when it switches into defrost mode. It never did that before.

John B.

I'm giving them 3 stars only because I have been doing business with CCM for the past 13 years and have always been satisfied with their customer service and techs. But like the majority of the 1 star reviews their customer service has gone down hill so I made the decision to go with one of their competitors.