Air Comfort Solutions — Local services in Moore

Here’s to the coldest days in Oklahoma with the low today being 14F and no heat since Friday 🥶 On a good note we didn’t experience our home blowing up while we were enjoying candles & the wood burning fireplace😳.

The story: I was concerned about a rotten egg smell which often indicates a gas leak which is in fact considered an emergency because your home can become a massive explosive. You’re instructed to call the emergency gas company or 911. ONG (Oklahoma Natural Gas) staff come out & confirm a gas leak and shut the gas off stating we now needed a plumber to come out to do a pressure test. Something I didn’t know but a gas leak requires a plumber to confirm the exact location of the leak by performing this “pressure test”. SO I had to get a hold of a 24/7 emergency plumber. I called ‘Air Comfort Solutions’ Friday evening because they have 24/7 emergency services. They said I was on the appt call list & they’d call me back either that evening or early the next morning. Next morning nothing so I called @ 8am and was told I was on the schedule but couldn’t offer me any time window to expect them. Finally at 5pm & 7pm James & I called to ask for updates. I finally received a call back @ 8:30 pm asking if I could reschedule for first thing the next morning. The plumber gets here @ 8 am today to look around long enough to say we need the gas company out here ⁉️ The plumber then left & said she’d be available once we have ONG on board again. I immediately call ONG & they tell me they don’t do the pressure tests required, only plumbers do & they don’t need to come out. I’m like, I don’t know what to tell you except here’s the number to the plumber who was here. He calls her twice & then calls me back saying he can’t get through to her. Then he tells me he’ll text her, where I am then included in a group text where he is telling her he doesn’t need to be present & the work is done by a plumber. She throws out a few questioning messages & they finally decide to call one another. Hours go by without a word so I decide to reach out to the plumber who tells me she’s finishing up a different job & will update me once she’s done. Another 30-45 min & I get a call from her (the plumber) where I’m told I should call ONG because she thinks since I pay for their services it should be an offered benefit to get pressure testing done EVEN though she just talked to the ONG worker. Logic lead me to believe he reaffirmed they don’t do pressure testing BUT she’s recommending this saying she’ll be charging me $1350, ONG probably does it free, informing me she’s back in OKC/Edmond (45-60 min away from my location) waiting on her boss, who’s at a Home&Garden show, to open their office so she can get the pressurizing equipment being it’s not something she has on hand (EVEN though she knew she was coming to do a pressure reading). She again tells me she’ll be charging me approx $1350 to come out to do the pressure reading but that it will only identify the location of the leak & does not address the cost to fix it. I hang up & look up the average cost for pressure readings which states approx $75-$150 with the max being $500. I also verify ONG does not do the pressure tests. I called A&T Mechanical with Mike Madrid and they’ll be out here tomorrow at 10am to do the pressure reading for $350. I let #AirComfortSolutions know via text my newest updates being that I found a much more affordable company & informed them ONG doesn’t do pressure testing. This after the plumber text me to see if I received the estimate sent via e-mail. With my response she simply didn’t respond back. ‘A&T Mechanical Heat, Air, Plumbing and Generac and Electrical Services (405) 810-8891’ have actually done amazing work on both my home & my rental house in the past. The only reason I didn’t call them first was because they weren’t open during the evening and I was pretty nervous with the whole situation.

With that said, we have little space heaters, blankets, heated warm weather...

I decided to book an appointment with your company based on your Google rating of 4.8 stars with 5,957 reviews. Maybe at this point you feel you have enough reviews that you don't care to offer good customer service and support what your website advertises your company cares about. Your website states satisfaction guaranteed , by always keeping customer satisfaction at the forefront. Well I definitely am not satisfied. I called yesterday (Sunday) to schedule an appointment for a slow draining clogged sink. They said that they could get someone out today (Monday). Easy enough, I mean after all your website states same day heating, air conditioning, plumbing and electrical services guaranteed , surely you could show up for a next day appt. Well the morning of the appointment I reached out to find out when my window was for someone to show. I was told the morning. Perfect so I waited and made sure I cleared my day. Finally at 2:42pm I got a text saying my technician was on their way and to click on the link to track their arrival. I clicked on the link and it said that they were already at the house. I of course looked outside and they were definitely not outside so I thought maybe they accidentally checked into my appointment or maybe they were grabbing lunch and would be here shortly after all I was supposed to be told when they were 30 mine out so I patiently waited. At 4:27 pm I sent a message asking for an update because clearly something was off. I got no response so than I called the office and spoke to a lady who I think was named kylee but I could have that wrong. I explained the situation and she said she would check. She got back on the phone and said did someone call you because it looks like the technician is gone for the day. I told her no one called me I could show her my call log as well as my ring camera no one called me or came to to the door, as I've been home THE ENTIRE DAY WAITING. She started asking if she could get someone to come out tomorrow and I explained no that I have work and she said give me a minute. She came back on the phone and said they will get someone out tonight and she sounded genuine and I actually had hope that this was a mistake and the company would do right by me and still come to the appointment. Did they show at all? NO. Did they reach out to me? NO. What makes this ok? I'm upset that a company that has such great reviews and guarantees in their website can give me the run around, false information and not care about me as a potential customer. I have wasted an entire day on this company and I am so disappointed. I can only hope that they care about a Google review. I will be sharing this experience with anyone looking for a company with...

Dear Air Comfort Solutions Customer Service Manager,

I am writing to express concerns regarding the air-conditioning unit I purchased from your company approximately two years ago. Unfortunately, the unit has experienced repeated issues, freezing on three separate occasions. Each time a service member has visited to diagnose and repair the issue, they have been unable to determine the cause of the problem.

As a result of these ongoing issues, my family and I have incurred significant inconvenience and discomfort. My husband, who has recently undergone surgery related to his time in the military and is currently recovering, will particularly be affected by the hot temperatures in our home.

I have communicated this concern to service providers who have visited our location, and I have been assured that every effort would be made to resolve the issue as soon as possible.

I had previously reached out to you directly, and I regret that I have not received a response. In light of the ongoing issues and the significant investment my family and I have made in the air-conditioning unit, I would greatly appreciate an update regarding the steps your company is taking to address this situation. I am hoping with this visit today the issues will be addressed.

Thank you for your attention to this matter. I look forward to hearing from you soon.

Respectfully, Laura

Dear Air Comfort Solution Customer Manager,

I would like to request assistance in resolving the ongoing issues with my unit. Despite multiple phone calls, I have yet to receive a timely service appointment. Recently, I was informed of a service person being dispatched to my location, but was subsequently notified that they would be pulled to another job.

As my system is still under warranty, I was expecting a smoother resolution process. I understand that unforeseen situations may arise, but I would appreciate guidance on how to be considered a priority for a service visit. Could you please provide me with information on the necessary steps or conditions that would allow for priority service?

Thank you for your attention to...