Comfort Master Heating & Air Conditioning, Inc.

I have owned four units installed by this company; all of which were manufactured by Trane. Two of which had to be replaced for early failure. Now a third has broken down after less than 5 years, well within the 10 year parts warranty. Despite the parts being covered the repair cost was still thousands of dollars. After researching others experiences and information about this model online I discovered other problems and concerns and found some of them to be present with my unit as well. I was worried about paying for this repair only to have another part breakdown. I asked Comfort Master if it might be better to replace the whole unit. According to Trane’s own website calculator (cost of repairs multiplied by the age in years of the unit) I should be replacing the unit based on the main issue alone. I was told by Comfort Master that they were unable to address these concerns and to contact Trane directly. When I contacted Trane, customer service started a claim and to me to get a “diagnosis for a new unit” from my service provider. This is where the problems really started. Comfort Master claimed they did not know what this was and that it was not needed. After a number of emails trying to clarify they told me that they had contacted Trane who told them that this was not needed. When I called Trane they would tell me the same information, a diagnosis of new unit, was needed. The Comfort Master employee went so far as to claim I might not have called the correct place asking who I spoke with on these calls. I kept records of each call and eventually it was agreed that I needed an assessment of the current unit to verify its condition. The previous service record having almost no info about the condition of the unit, I asked about getting another. I was told that they would not do so since the current problem had to be fixed first. So I have to spend the money to fix the problem in order to find out if the unit is any good to keep. After many years of as a customer and many promises of providing the best customer focused service and conviction that “you can’t stop a Trane” I am done with both companies. Fool me once, twice, and I guess three times the charm

ComfortMaster’s reputation as a competent & professional HVAC company is well earned. Customer service is a priority. Service technicians always call in advance before arrival and provide a summary of all work performed. I would recommend CM to anyone who needs HVAC services.

Carlos did a fantastic job and gave us some insight into the installation of our system (done by another company before our purchase of the home). Didn’t push any unnecessary repairs or purchases, just made sure everything was operating at peak efficiency. In NC, you really need to stick with an HVAC company you can trust - we’re with Comfort Master for life!

All my experiences with Comfort Master have been great!! When I call customer service, I get Allison, not an automated system; and the technicians are professional and friendly. AJ went out if his way to make sure that while he was servicing my HVAC, that he was still conscious that my dogs were outside and made sure that the fence was secure when he went through each time. Recommendations were made for my system, but he wasn’t pushy. I was given enough information to make the best decisions for myself, my budget and my system; and develop a long term plan because that’s exactly how long I intend to stay with this company- for the long term!!

I chose to install a ductless heating and AC system in my garage with Comfort Master after getting several other quotes from local companies. They offered several versions/levels of equipment and made wonderful installation suggestions that I had not even considered. Very happy with the installation. After about 6 weeks, a sensor failed that caused the unit to turn off after a couple minutes. They quickly sent out a repair team and swapped out the switch. During the cleanup, the lead repair tech, unprompted, noticed the unit was not cooling quite right. He immediately shifted gears and diagnosed that there was a small leak of coolant coming from a fitting on the outdoor unit. Great service!

I called on Saturday evening and was able to speak with someone. They told me the next available tech would be contacting me. Ricky called a few minutes later, listened to my issue and provided an eta. Upon arrival, he was very courteous and friendly and got right to work. I felt so bad because it began to get dark but he continued to work diligently outside to restore my ac. He took time and care to explain what was going on and worked tirelessly to get the system working again. Thank you Ricky and Comfort Master for great, quality work and excellent customer service from beginning to end and especially for calling the next day to follow up!

Comfort Master has been a pleasure to work with, and has always strived to give us the best support possible. Our AC unit went out and they were quick to send someone out to check our existing unit, quote a new unit and do the final install. Working with Luis, Bobby, Ismael and Eduardo throughout the process was seamless and they all provided top notch care. Definitely recommend Comfort Master to anyone looking for HVAC needs!

We have been using Comfort Master for 21 years now. We highly recommend them. Courteous and friendly staff and technicians. If ever any issues are always willing to go the extra mile to be sure resolved. Kenneth is an awesome technician. Very knowledgeable, professional and thorough. He followed all Covid protocols. We had a UV light installed and he took the time to take pictures of it after installation and show to me. Also explained the pros and cons of the different levels of UV products offered.

I originally called ARS to fix the HVAC leak I had, but after 2 weeks and the 4th time they promised a manager would call me back (and not actually doing so), I reached out to another company. That other company made things worse. Which led me to Comfort Master.

Not only were they responsive, but courteous and professional the two times they were at my house. First time to actually let me know what the issue was (which ARS and the second company couldn't do for some reason) and the second time to fix it when the part came in. Quick, professional and answered all my questions without seeming to be bothered by all my questions. Also. About $600 less than the quote ARS gave me, too.

And it's been 4 days now and no issues. AC is fixed and running like a champ. These guys are now going to be my goto for HVAC issues/maintenance.

Mr. Teo and Mr. Jun were very punctual, courteous and knowledgeable. They did a walk thru and discussed everything that would occur for the installation of our new HVAC system and the replacement of duct work. We had two new returns installed and they worked with us to determine the very best locations. To ensure our carpet stayed clean, they placed shoe covers on each time they entered the home and also placed down red plastic in all the areas where they would be working. Throughout the course of the project, they would stop and answer any questions we had. Both were very patient in their explanations to make sure we understood everything that was occurring. The project was completed in a timely manner and they did quality work. I would recommend Mr. Teo and Mr. Jun to anyone who is looking for a job well done. Thank you so very much!