Craig Comfort Control, LLC

Service tech, Tony, was punctual, thorough, and very personable. Answered every question and addressed every concern. Highly recommend Craig Comfort Control!

Professional service with a friendly and honest approach to keeping our older units running at their highest and best capacity. Highly recommend Craig Comfort Control, LLC.

This is the 3rd season for our new Bryant split unit that Craig Comfort installed in 2021. To be fair and upfront, the unit was purchased by the family member that we bought this house from while they owned the house in 2021. We bought the house later that year, making us the second owners of the unit (which cuts the parts warranty term in half, from 10 years to 5) There is no warranty for the labor involved in replacement of a bad part or repair of a failure in that term. So they offer nothing in the way of backing up the product they sell. In fact, it makes them more money to sell a product that will fail because they charge the customer for the labor involved in repairing a manufacturer's quality defect.

We turned the AC on for the first time this year and noticed it wasn't cooling at all. I contacted Craig Comfort for a service call to see what was the issue. The technician that came both times (the service call and then the call to replace the bad coil) was very professional and did a good job from what I could determine. He found a leak in the header of the coil on the unit in our attic, and over the winter all the freon had leaked out from the unit. The diagnosis was that we needed a new coil and a complete system refill of freon. This quote was $1435, plus tax and 3.5% charge for using a debit card. This was the cost of 2 technicians replacing the bad coil, charging me to dispose of the bad coil, and and the cost of the freon. The coil itself is under warranty.

The manufacturer is covering the coil. I, the customer, covered the labor for Craig Comfort to replace the bad coil in the new unit that they sold. I also covered the freon that was lost due to the defective coil.

This arrangement makes sure that Craig Comfort is covered and suffers no loss. The customer is liable for manufacturer's quality issues and pays for the labor associated with replacing or repairing a manufacturing issue. This also gives Craig Comfort great incentive to sell substandard equipment, because it guarantees them work for at least the warranty term.

So just know that with Craig Comfort, THEY come first, and as the customer they WILL get your unit repaired as long as you and the manufacturer cover the bill. You, the customer, are responsible for the cost of fixing the manufacturer's defects. Craig Comfort bears no responsibility for the quality of the products they sell, but they WILL execute and handle the warranty on the parts.

Again, this review is focused on the business structure of the customer and manufacturer being responsible for everything and Craig Comfort getting paid both ways. I would expect a company to back-up the products they sell better than this.

The technicians that came out were on time, professional, and friendly. I appreciate the work they did and the care they took to explain everything. They did not stay to see whether the temperature would fall once the repair was complete, but they did let me know to call if it didn't work for some reason.

In closing, I would certainly not recommend them for equipment purchase or installation because they don't back their products past 90 days. I would recommend shopping for someone who sells only the best equipment OR backs up the quality of what they sell in some way. I still can not wrap my mind around the customer and the manufacturer being the only ones liable when there is an issue with a new unit that was recommended, sold, and installed by Craig Comfort in the first place.

There's $1583 worth of my opinion. I wouldn't have taken the time to type all that out if I felt at all like I was treated appropriately as a customer. No one ever apologized for the quality of their product, no discount was offered, nothing. I was just matter-of-factly made financially responsible for Bryant's quality issue.