Carolina Comfort

This company installed a 5 ton split system into a new build house. TL:DR - The problems I have had with this system and it's install, are only matched by poor quality of repair services and company leadership. For the 2 years the system was warrantied, I had countless issues with faulty duct work installation, faulty system installation, improper issue diagnosis, and repairs causing other problems.

This led me to be worried that once the 2 year warranty expired I was going to be left holding the bill to a lemon system and terrible install. I was assured by VP Darron, on the phone, that any issues with the system would be "taken care of" by the company. Of course I was not smart enough to get this in writing. So a few months later, when sure enough a new problem arose with my system, I called the company asking for someone to come out and look at the system.

I was promptly told I would have to pay for any service visits since the system was out of warranty. I explained my past conversation with Darron and how he told me issues with the system would be handled by the company. After a brief time I was told he had no recollection of the call and that there was no record of any such promise. I can't put into word the level of disgust I have for someone who takes my money and makes a professional promise only to break it and stone cold lie to me a few months later.

It took another company ONE visit to see that Carolina Comfort had 3.5 tons of return on a 5 ton system. Causing it to freeze up constantly. Carolina Comfort had at least 4 different teams (both install and repair) at my house over 10 times and they still couldn't diagnose that glaring issue. This is only my experience with this company but if I could give them 0 stars I would.

OMG! Please keep Yassine (service tech)on your staff. He was amazing and very thorough with his work. He explained why the process took him longer than what I'm used to. Previous techs did not do the things Yassine did. I would like to have him come out to service my unit every time we are scheduled. Excellent work and very professional! please make sure he does all of my service calls, thank you. oh one more thing he discovered things with my unit outside and in the attic that should have been taken care of in previous visits.

I'm glad my unit did not malfunction from negligence of previous techs because we just purchased this home in 2020 brand new build, we all know that can be a high price to pay if so. Thank you again!

Horrible experience with Carolina Comfort. Suffered for 3 days with my house reaching 82 degrees because the tech was either too lazy to come out or was afraid to call his boss to ask if he can come service the air conditioning unit they had just "fixed" 3 weeks earlier. My air went out in early May 2022, I called Carolina Comfort because we had a contract with them for the last 5 1/2 years.

Our contract had expired in March, and we did not renew because we were selling our house. I scheduled and appointment for them to come out and look at the air conditioning unit. I waited a week before they could get there - not a problem, because it was still look enough to have the windows open. They came out and said the coil was leaking and needed to order a new part - which of course was on back order. Waited another week for the part. Getting a little warmer now, with temps of about 76 degrees in the house.

Air gets fixed, and three weeks later goes out again. Now it is Memorial Day weekend. I call on Saturday to see if someone can come out since they had just fixed it. The tech on duty calls and tells me they are not servicing "non-contract" customers. I explain to him I just paid $2000.00 to have the air fixed and they should come out and see what is going on.

He informs me if he comes out, it is a $325 charge - which I refuse to pay, I just gave them two thousand dollars! He also stated he was "not allowed" to call his boss because he was on vacation. He could call him on Monday (this is Saturday and my house is 76 degrees) and will call me then. Of course, he does not call. First thing Tues. morning I call the office and inform them my house is now 82 degrees and this needs to get fixed. Basically, the lady said I should have called over the weekend - haha, then insinuated it was probably my fault for running the air with no refrigerant in the unit -eeeeeeeeeeerrrrrrrrrrrrr.

Now I am really angry. I had just gone 3 days with no air, it is 82 degrees in my house, my cats are following me around meowing because they are miserable, as am I. I had on every fan in the house and it was MISERABLE. LET ME SAY AGAIN, 3 DAYS I WAITED FOR THEM TO COME OUT WHILE MY HOUSE WAS 82 DEGREES. All this time, I was trying to pack because I am moving, my house is sold, I have a home inspection in 2 days and can't get this company to do their job and stand by the product that I (way over) paid for. POOR, POOR customer service. If this review stops one person from using this terrible company, that will have made my (and my 2 cats) suffering a tiny bit more bearable.

Kevin was awesome. This HVAC system is new for me and he did a great job of explaining it. I hope he will continue to be the person who keeps our HVAC system running smoothly. Thank you, Carolina Comfort, for sending us such a good technician. Service: HVAC system maintenance

We had an A/C unit that was 7 years old came with the house (contractor picked an undersized A/C unit and skimped on duct work, not only that I had 3 coil replacements over that time!-kudos for Carolina Comfort for helping me through the warranty process on those). I finally got so fed up that the A/C unit was struggling to keep up with humidity in the summer.

I called Carolina Comfort and their comfort specialist Brian, came out observed the situation and discussed with my wife and I about all our options. Humidity control was my biggest issue as i'm very sensitive, and my wife wanted to lower the power bill. He provided each option available to us and went through the pros and cons of each, and never pressured us into which system to go with or even to use them.

We went with the high efficiency York affinity line and so far we are pleased with the system and the service. Admittedly we had a small snafu recently as the system was installed in heating season so the full A/C pressures and calibrations weren't able to be dialed in due to the cold weather (this is to be expected for those that don't know). I was able to directly contact Brian, and the next morning, Robert an outstanding senior tech came out and diagnosed the issue and corrected everything. Robert even explained to me what was wrong and what was done to correct the problem.

Now the A/C is working fine the house is freezing cold to my liking. If you aren't freezing enough in your house in the summer, or your humidity is too high, or you just want to save money like my wife, call these guys and ask for Brian. He will take care of you and provide you with knowledge so you can make the best choice for your situation. He will also stay with you after your system is installed, he cares about the quality of their work and the products they sell.

I can't say enough good things about their service. I have been with this business going on 8 years and they are always on time, prompt, and return my calls. What more can you ask for in a business. PSA (unsolicited)- Get the cool zone package it is well worth it to maintain your system. It will extend the life of your system and keep your house nice and freezing like mine :) A/C units around here take a beating so make sure your pamper yours!

My husband and I noticed our house was very warm Sunday evening, and our thermostat was set but the temperature in our home was reading much hotter! I called Carolina Comfort expecting to just make an appointment for someone to come out in the morning, but she let me know a technician would call me to assess the situation. I received a call from Alex A.

Who said he could come that night to see why our house wasn't cooling! I was very impressed and thankful that there was a technician that was available so late at night to check out our unit and see what was wrong. After completing a job ahead of us, Alex showed up and diagnosed our problem right away and fixed it quickly! He was very knowledgeable, professional, and had great customer service!

I'm glad I called this company and my family and I are now sleeping comfortably tonight in a cool air conditioned home thanks to Alex! We will definitely use this company for any of our needs in the future!

I just completed a total rip and replace of my entire HVAC system. Brian Robinson was my sales contact and he was incredible. Explained the entire system and process, and answered all my questions. The installation crew was professional, super clean and very respectful and completed the entire job in 4 days. My wife and I are no longer coughing and feel we now have a quality system.

I highly recommend Carolina Comfort for all your needs and please reach out to Brian if you want excellent service and straight talk. He made the complex, seem simple and it was! Thank You Brian and I will tell everyone I know the great job you did and how you put the customer first!

After loosing my heat unexpected in the depth of winter, I picked Carolina Comfort out of the blue and gave them a call. They proved to be an excellent choice! They were efficient and fixed my problem quickly and reasonably priced. Shout out to my technician Ryan and the ladies in the office who found my needed part in a local warehouse, allowing my service to be restored without any wait!

We're starting off strong. Brian came out quick and quoted me a very fair price to replace my 19yr old system, total replacement was my choice after this last failure. he was willing to start tomorrow, he called to confirm stock, I cancelled my second opinion after confirming with my bosslady, the price as quoted seems very fair. These guys are very local, I'm hoping for neighborly treatment as they start the job tomorrow.

After install: entire new system, everything was great. Quality equipment and install. Had a small issue that was resolved very quickly and we are 110% satisfied with the value and service. Thank you!

Tech was saved me 600-700$ on repairs. Found the loos wire and fixed. The other company's tech wanted me to buy a brand new control panel. Been with them for over 10 years and happy with my service

I have currently been in the most involved in the worst customer service experience involving Carolina Comfort. I would definitely not choose to work with these people in the future and I hope to help others avoid the experience in the future. They installed our two units in our home 4 years ago. Every phone call to them has began and ended with a really awful woman who fields phone calls.

She is completely inconsiderate and really does not want to assist any customer. They are always very clear in stating, no matter what we are not responsible and you will pay for everything we do when we come to your home. What they don't do is stand behind their work, take accountability OR help with issues you may have and want to pay for. I am not sure the motives behind it?

They may only want new construction, to install new units or to sell service plans. They do not want to support and stand behind their work. They will sell it, install it and walk away. SERIOUSLY save yourself, choose another company that stands behind their work with integrity.

Carolina Comfort installed the HVAC system in our new construction home. We encountered a vibration issue and they were very diligent in getting it fixed right. We were very impressed with their customer service.

We were referred to them last week and they installed a new system for us last Friday. They were great to work with before, during and after the install process. We were extremely pleased with their service and found them to be considerate, knowledgeable, respectful and professional.

VERY POOR AND COSTLY EXPERIENCE hiring them to inspect my HVAC before closing. Was given a good inspection and told only coils needing cleaning. Less than 2 mos later ac was warm so I called them back to clean coils, told I had major leak and needed whole new system. Charged me $299 for freon that leaked right back out. Called and talked to their manager/owner and only sent a commissioned salesman to see me and take the $299 off an OVERPRICED new system. Bared no responsibility for the blown inspection or $299 freon that leaked right back out. LOOK ELSEWHERE!

We needed a maintenance contract for our system and were referred to Carolina Comfort. The service technician was prompt and courteous and determined we needed a new system. The salesman and the subsequent service people that came out to install it were also a pleasure to work with.

Our heating & air was serviced by Mr. Ronald Dunn this week, from Carolina Comfort Heating and Air Conditioning. It was due to be serviced. This was the most outstanding visit we've ever had! Mr Dunn checked our thermostat inside, told us what the problem was.& how to manage it. As far as the efficiency of controlling the thermostat, in temperatures inside our house to save money.

He also gave us a pamphlet & a cd on the newest Technology that's out there for UV Light for healthier indoor air.the right kind of filters we needed for better efficiency.checked our unit from top to bottom. Checked all hoses for leaks, & pressures of all the functions inside our unit.& he then sprayed down the inside unit with a solution that would preserve the unit from corrosion. Mr Dunn was very informative, when we asked questions on any parts of our unit we had concerns with! Again thank you Mr. Dunn, for all the info. And for an excellent job!

Install was May 14, 2015 and the difference is amazing; had a whole house carbon filter installed with new Lennox system and recommend the company for their patience answering questions and knowledge of their product.

Carolina Comfort has provided, and continues to provide my family excellent service. They've recently replaced our heat pump system. Although there were some difficulties with the install due the blower/evaporator being located the attic (accessible only by a narrow pulldown ladder), Carolina Comfort went to the extra mile to provide an exceptional experience.

I paid Carolina Comfort, Inc. over $150 to do a heating/air inspection before closing on our home. The technician gave us an overall good review stating that the system was old but in perfect working order.