Collins Comfort Masters

Bob A.

UPDATE: August 25, 2021

Everything in my previous review was true at the time and remains so. My new A/C systems and controls provide superior performance and the house is cooler overall with less power consumed than before.

Except that a Catastrophic Failure occurred exactly one month after the install. An installer had simply neglected to glue one of the PVC condensation drain line fittings after dry-fitting it. A few weeks later, after a period of high humidity and heavy condensation use, it came loose and flooded my attic, extensively damaging insulation and the ceiling below. (See photo)

In B-School they call this a ""service quality recovery opportunity,"" and to Collins's credit, they promptly started on repairing the damage -- starting by gluing the fitting.

First, they sent Dry Force Water Removal Specialists to assess the damage and begin the drying-out process. This involved placing a half-dozen very large vertical drying fans and a dehumidifier in the hallway and my home studio where ceiling damage was severe. The fans ran 24x7 for the next two-and-a-half weeks, with a noise level slightly below that of a jet engine. Of course, the studio was unusable. (See photos)

After several visits, Dry Force determined the ceiling and attic interior were dry. Collins then sent Brenner Construction to do demo and repair. At this point, it was necessary for me to move all my sound, recording, and computer gear out of the studio before Brenner could start work. A crew of two spent a couple of days removing damaged drywall and insulation, then a second crew of three spent another two days replacing insulation and drywall and repainting the hallway and studio walls and ceiling. (They left the color-matched paint they got for my future use.) Now it's another four hours or so moving gear back into the studio so I can resume using it.

During the whole process, Collins, Dry Force, and Brenner management and technicians were thoroughly professional. At this point, things look good and I'm satisfied the proper remediation has been done.

Except that the remediation shouldn't have been needed in the first place, and I shouldn't have had to undergo a month of disruption, and a lot of time and labor by me spent dealing with the situation.

So bottom line, I'm taking off one star from my review because of that disruption. And Collins I'm sure has learned a very expensive lesson in quality control. They stood behind their work and have made things right, and I would do business with them again.

Anna R.

I am only giving two stars, for the installers and repair staff I wish I could rate them different, they were good. Our new unit broke twice since we got it installed about 1 month ago, the customer service representative was not very good at listening to our complaints, we were not offered once to have some portable window units sent out to us when our AC was not fixed with in that day, we did not have cold air through the weekend up until Tuesday. I emailed Aaron our complaints, he never responded, we were ignored, the customer service representative also stated that they would be getting back to us about the portable units after I asked about them, again, we were ignored. We have a 6 year old, two dogs and a cat, I also work from home and I am pregnant so it was very uncomfortable and I was only able to work half of the day before I had to leave due to the discomfort, I also felt very sick before I left due to the heat and this also effected my work hours. I thought paying good money on a ""100% satisfaction guarantee"" would be worth it, I would think they would care, I paid money for them to care and they did not. We are not happy with our experience with Collins Comfort Masters. I feel like they took advantage of us. I also feel like we got a refurbished unit and not a new one as promised.

Jason G.

When your ac unit is out in the summer, it's an emergency. We ordered new ac units for the whole house and they arrived at the warehouse and were brought to our house in only a few days. Our installers,, Chris, Edgar, Efrian, and Blayke, were beyond great. They were professional, kind, and courteous the entire day. I highly recommend Collins Comfort Masters for all of your air conditioning needs.

C C.

I met with Kyle and Neil in May 2020. I had gotten estimates from many other companies on a new unit but I appreciated their straightforward approach, quick response time, and customer service. Unfortunately the new unit has been awful. I'm a single mom with a high demanding job where a lot of people are depending on me to be there. That said, it's not easy to repeatedly take unplanned time off work. Collins has been out at least 20 times since install, no exaggeration. Surprisingly their customer service and quick response time kept me happy until the 6th visit then I began to lose my patience and confidence in their work. It took over 6 months to resolve the inside noise issue of 70 decibels with two bedrooms not cooling well and a higher bill for these months with the new one compared to last summer with the old. Couldn't hear my toddler crying from his room down the hall. Woke me up at night every time it turned on. Eventually they moved the return from the hallway utility closet into the carport attic. They damaged the carport ceiling during the move leaving quite the gapping hole. Thankfully they did have someone come out to complete the drywall and paint repairs. I was told the utility closet could be converted to storage but look at the photo... They also ran a condensation line to my back patio, my patio is now soaked 24/7. I'd like to note all of the techs that came out were a pleasure to work with and I voiced concerns throughout the process which they had what I thought were some great solutions but some were afraid to voice their ideas to their manager and I saw others who did get reprimanded for it.

Chia-Lan L.

The father and son team (Cirilo and Edgar Mendoza) did a great AC and air handler installation job. My 30 year old Lennox AC system finally passed away in the hot summer late June. Through Costco program, I worked with Collins Comfort Master AC consultant Chuck Wilcox to select a system. He ordered the system, and coordinated Installation team to install. The attic entrance is in a shared bathroom with very limited space. The team was able to disassemble the air handler, tailor some parts to fit the attic, bring parts to the attic, and re-assemble them. No wall breaking was needed. It is a well done job. Thanks to Cirilo, Edgar, and Chuck.

G W.

What a negative experience! Service guy said need a new AC unit (not convinced that's so) & set appointment with salesman. The office folks have no clue what ORGANIZED means! They do not effectively communicate with each other and certainly not their customers:CLUELESS! Left me with no idea what was going on. They seem dazed & confused. Despite paying them $89 for service call no repair estimate provided even though my AC still works -just blowing air that's not as cold as it should be.
UPDATE: POTENTIAL CUSTOMERS BEWARE! Added refrigerant & AC is working great. After Collins tech told me : ""There's nothing we can do. You need new unit. ""

Mr Mariano, while I can appreciate your inquiry regarding my recent experience with your company I am not going to waste any more of my time on this matter. If you truly do not know what's broken then it's even worse than I thought. You will NEVER hear from me again-GW

Corey S.

My 27yr old unit went out so I called Collins for help. Very professional, my tech Joshua W. spent quite a bit of time educating me without ever making me feel pressured. Joshua W. found me the best unit for my budget and even lent me portable air conditioners until mine was replaced..... for free.
The install crew was incredible! Thanks Blayke D, Edgar B and Richard S. Blayke the lead tech even came back an hour after the install was done, just to follow up everything was working properly. Great job!

Kirk D.

OMG, horrendous company. Sent a tech and after 30 minutes of staring at my duct work he had no idea why rooms where at different temps. His solution, spend hundreds for a exploration service to see if they can figure it out. I then asked for him to change settings on my thermostat, nope could not figure that out either. The tech was just completely ineffective and clueless. He did not wear booties and puts a dirty ladder on my carpet and I needed to tell him to go outside and brush all the dust off himself from being in the attic. Of course, he knew how to charge me for doing nothing when he just should of realized this was not a service call...there was no service! I called the company, their solution was send a different tech, seriously...do not use, complete waste of time and money.

Anna O.

This was the most amazingly professional install I've ever experienced. Chris G. And his team were meticulous and hard working guys who replaced a 40 year old antiquated HVAC system with a brand new, upgrade, to of the line system. With temperatures in the 100s, this team worked tirelessly in a super hot and super filthy attic and when completed they cleaned up everything. Chris created a punch list of items that needed to be followed up at a later date. It was clear that my satisfaction was their priority. They exceeded my expectations 100 times over. Last bit not least I am thrilled with my new system and I know I made an excellent investment in my home. Thank you to all.

Note: My system was installed on Friday and first thing Monday morning one of the managers called me to check on my install and followed up on the loose ends that were on the punch list. Great service start to finish.

Melissa N.

Neil was my sales representative sent out by Costco. He was friendly, knowledgeable, and made it affordable for us to get a new AC system. Matthew and Edgar P came out to install the new AC unit yesterday. I can't say enough about how professional they were. They noticed that my new unit had a dent in and called to have a replacement brought while working on the duct work. There was absolutely no down time. Matthew helped me set up my new thermostat and explained the features and benefits of all of my new products. No mess was left behind. Great company, great sales team, great installers, great product.