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Comfort Doctor Heating and Cooling

4.7 / 5 | 455 Total Reviews

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"I contacted Comfort Doctor in October 2022 to replace a boiler and water heater. After several missed appointments, the owner and 2 technicians completed a site visit and provided an estimate. After several missed installation starts, in December 2022, they started the installation. Throughout the installation process, several issues arose. Each time, the owner would tell me what he thought I wanted to hear instead of what really the case according to the technicians. I also came to find out that neither one of the technicians were licensed which in of itself isn’t an issue as long as they were working under the direct supervision of a licensed plumber, in this case the owner. The owner stated prior to initiating work that he would be directly involved in the installation but was on-site only ~ 1 1/2 hours total. The boiler and indirect water heater were installed and operated for several weeks before an issue with the boiler along with remaining punch list items were identified. To date, several of theses issues remain unresolved and the owner has not responded to several txt messages. I would strongly recommend against using Comfort Doctor as their customer service is extremely poor, they do not honor their commitment to complete the proposed job as promised, and they appear to mislead customers to believe they are a larger, experienced plumbing company. At the time of service, the entire company consisted of the owner and 2 technicians, neither of which is licensed."
J . S from San Jose, NM on July 27th, 2023

(1 / 5)

"Horrible customer service by the owner. I stars. Couldn’t get the owner to show up on time twice in one afternoon. No consideration. Typical of our customer service these days. People just feel like they can get away with any kind of behavior and justify it. What’s wrong with the world these days? "
H . S from Santa Fe, NM on July 14th, 2023

(1 / 5)

"I got a furnace/air conditioner and water heater from them in 2017. I was told I needed to have the furnace and air conditioner checked twice a year. For the first few years everything was fine. In the last years it always took several calls to get an appointment. I was always told by Rich "I'm not in the office. I will call you tomorrow to schedule an appointment and I would not get a call. I always had to call again. Last summer when his employee removed the filter from the unit I saw it was torn and the frame was bent out of shape. I told him the company should replace the filter since it was a previous employee that damaged it. He said he would ask Rich and get back to me. He never did. In June I called this employee because Rich's number was not working and he said he would check with Rich about an appointment and he would call me back. He did not call me back so about two weeks ago I called and had to leave a message and he has not called me back. A return call would be nice even to if it's to say you don't want to do the maintenance check up and I need to find another company. I am 61 years old and have no family in the state. I am very disappointed with the company."
R . L from Santa Fe, NM on July 9th, 2023

(1 / 5)

"Original installation 1 year ago eventually worked out after a month of freezing cold or boiling hot. I finally insisted that the installation be configured the way I wanted it, dispute their saying the installation was correct. It has worked well for a year, and I wanted to have the annual check up. After waiting around two days with no updates on arrival from comfort doctor (only responses to my requests eventually) I gave up on them. "
J . M from Santa Fe, NM on January 3rd, 2023

(1 / 5)

"I contacted Comfort Doctor multiple times over the course of a week to request a cleaning of my Jotul fireplace heater. I mentioned the white deposit that builds up around the pilot sensor that requires an emory cloth for removal. I found the owner to be disorganized and overwhelmed. He didn't seem to recall who I was or what service I requested. He was to come himself and when the appointment time came and went, I called to find out if anyone was coming out. He sent a tech later that day, but told the tech I had a pilot problem. The tech had nothing to clean to the stove and I had to supply a vacuum, rages, cleaners and unfortunately sand paper for him to clean it. Over $250 later, I regretted ever calling this company, Never again. . When does a customer supply a heating tech with supplies and equipment??!!"
L . S from Santa Fe, NM on October 25th, 2021

(1 / 5)

"Zero Stars!! My 78 year-old sister called Comfort Doctor when her heater went out suddenly just prior to the cold spell we had in Santa Fe. The workers went out and Rich told my sister it would take a while to get the brand of heater she wanted. They kept her waiting 16 days before she finally agreed to get a different brand heater -- the one they originally wanted to install. On day 16 they told her it would be another two weeks before they got what she wanted -- that would have been 30 days!!! I looked up the brand she wanted on the Web and the first source noted that they could send out a heater the very next day! Why would they take 30 days to get a heater? Only because that is the brand THEY wanted to sell. I doubt from my researching heaters that it is the same quality as what she wanted! They did not give her a discount -- the original quote was with the brand she requested -- even though they used a cheaper heater! I am definitely writing to Better Business Bureau, Consumer Protection in the AG's office, and the Commission on Aging. They took advantage of my sister because she is a senior citizen living alone and they saw an easy target. I hope you can sleep at night if this is how you treat all your customers. All I say is "What goes around, comes around!" You too will be a senior citizen Rich! Watch out for unscrupulous business people because you may be a target yourself someday! "
S . N from Santa Fe, NM on November 9th, 2019

(1 / 5)

"Love working with Leonard. He represents the company very well. As far as customer service it is the pits. No one in the office did what they said they would do. Very dis-satisfied. Calls were not returned, information was not passed to the appropriate parties, etc. Last Friday I was assured the owner would contact me Monday morning. It never happened. I am sure he never got the message. Had I known customer service was this poor I would not have chosen this company to install our unit. "
T . M from San Angelo, TX on March 11th, 2019

(1 / 5)

"Rich, I cannot comment on the quality of today’s job performance because I do not know if it was properly done or not. Time will tell. I am disappointed that the surge units were not installed when the new furnace-air conditioner system was installed. However, I believe I was charged for them at that time. Common sense would dictate that is the sole reason for the mother board burning up after only a couple of months in operation. In addition to inconveniencing my rental clients for their week’s Santa Fe vacation, I was obligated to give them a 20% refund ($330) on the cost of their stay. Also, my gallery staff was inconvenienced in having to handle this problem for me. I am not pleased with this at all. I think this could all have been prevented. I honestly believe and it’s my expectation it was the full responsibility of your company to ensure I received what I paid for at the time of installation. I believe it is the fault of your company that this major problem with a new system (you convinced me I needed) happened. That’s why I decided to go with a complete system installation – so I would not have any of these types of problems. This major problem was preventable. From my experience with Comfort Doctor, for which I have no complaints, this does not seem to be up to the quality I know you desire and I certainly also desire. Trust is important. The major system installation should have been inspected by you or another employee who has this type of responsibility and authority. It appears that it was not inspected, or an inventory done on the parts and equipment that I believe I purchased. Another item that I did not get at the time of installation was the thermostat or controller unit. I am finally getting that today. This issue interrupted my family vacation in Hawaii as I had to deal with this remotely. I won't tell you how I felt about the two weeks it has taken to correct this problem. I am assuming that you do not expect to charge for this job—for either materials or labor. What I do expect is how you plan to compensate me and my gallery staff for my inconvenience. Alexander E. Anthony, Jr "
A . A from Santa Fe, NM on November 30th, 2018

(1 / 5)

"I needed someone to come out and replace the igniter on my gas fireplace. I told the dispatch multiple times to make sure to bring the part. They came out and charged me 80 cash to light it with a lighter, and said they dont rellace those parts. I got scammed for $80. If i wanted a reciept it would have been 125. "
B . M from Santa Fe, NM on October 26th, 2018

(1 / 5)

"Awful experience. I was taken advantage of. First I was quoted $600 for a replacement part plus $125 per hour for labor. I declined the service & then was offered a replacement assembly for $400, including labor. I asked how much the part was, but the serviceman said he didn't know. As this was my only other choice, I agreed. My leak was fixed, but later I went online with the part number & found the exact part online for $8.95. The serviceman spent less then 1 1/2 hours on labor. That totals less then $200. I trusted the company to treat me fairly. They did not. I asked the bill be adjusted & was offered $100 credit with their company. I would never trust them to do any future work for me. This is no way to do business. I would never recommend this company to anyone. "
D . B from Santa Fe, NM on January 10th, 2017

(1 / 5)

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