Verified Company
What this company has gotten right:
Professional and polite service. Brandon was out sales rep, and he was thorough and knowledgeable. I picked his brain quite a bit on units from brands outside of their offerings and he was warm and accurate compared to reviews of those units I had already evaluated online. Tamara has been a joy to connect with each time I have had to call in. Equally great customer service skills.
As to the skill of the labor, an expert in HVAC I am not. Having said that, the initial install team was polite. The area for the furnace and heat pump looked clean, sharp, and holes for sensors and new drainage piping looked like new install work and not repair work. The warranty tech that replaced the faulty compressor took time to show us the faulty parts, explain why it had failed, and talked me through what was happening during the repairs.
Best hold music you've ever heard! No seriously! They have the most fun song when being placed on hold.
We have terrible credit, and were still able to be financed with one of their options.
Where this company struggles:
The install team left a huge mess of extra duct pieces in our closet and bedroom.
Brand new unit failure within 4 months of install. Allegedly this was due to a production defect from the manufacturer, AND it was covered by warranty. We learned that this has been a known issue from the manufacturer (Bryant), and why it wasn't inspected for possible issues at the time of the install seems questionable.
While the initial install was a timely success, the process for warranty repair was not as expeditious. The entire repair process took 9 days to complete. In the middle of summer with 90+ degree days, this was less than ideal.
At the time of this review only one warranty tech serviceman was on staff.
This company offers temporary AC units, but all were checked out. No offer was made to put us in a hotel, split hotel costs, or offer to replace the whole heat pump. Additionally, we pointed out that we had small children in the home. This did not motivate them to act with any more urgency.
The biggest gripe comes in the request that we needed to have an electrician out before they would schedule a tech on site. Their team performed the electrical work to install the new unit. If there was a failure, your team should be out evaluating their work. Not asking the customer to incur further costs for potentially faulty work or equipment defects.
Our assessment, operationally they are not properly scaled or staffed to support their customer base. Initial installs went well (minus the debris left behind), but if there is an issue, warranty work may come with timely delays. Customer service IS polite and professional. And again, we NEVER encountered a single person that was rude, unprofessional, or unwilling to communicate with us. Top notch customer service!
I have opted to update this to a more fair and neutral review. I want to be able to rate them higher. I would not consider Complete Comfort a bad choice in town. However, looking at execution as a whole, there is area for improvement!
Reply from Complete Comfort Heating Air Plumbing
2026.07.21
We’re very sorry to hear about your experience, DP. This is not the level of service we strive for, and we’d love the opportunity to make it right. Please give us a call at (317) 210-2154 so we can address your concerns personally.
