WARNING: Zero Respect for Warranty, Home Comfort Alliance
Project Manager: Geoff
New Construction Home (Built by LGIHomes)
I am writing this review to warn any prospective customers, particularly those with new construction or warranty claims, about the appalling experience we had with Home Comfort Alliance. This was not a simple repair; this was a complete failure of installation, service, and professional conduct that dragged on for nearly three months and deeply disrupted our lives.
We purchased a new construction home where Home Comfort Alliance installed the Mitsubishi heat pump system. Within the first year after moving in, we discovered a major fault—the unit was incorrectly installed, leading to water streaming through our second-floor ceiling and pouring out of the light fixtures and into our kitchen.
Despite the fact that our brand-new home and the HVAC unit were fully covered under warranty, resolving this issue was like pulling teeth. Instead of immediately replacing the defective unit, Home Comfort Alliance and Project Manager Geoff decided to treat our home like a science experiment, constantly attempting cheap fixes.
Two Months of Disruption and Disrespect!
For nearly two months, technicians were in our house at least twice a week, bringing random parts and running "guinea pig" tests. The water leak was so severe that Geoff, the Project Manager, went to Home Depot, bought a bucket, placed it on our kitchen island to catch the water dripping from the ceiling hole, and left it there for weeks. We lived with a large hole in our ceiling and a bucket catching water in the middle of our kitchen for over eight weeks.
The disrespect extended beyond the poor repairs, property Damage: During one of their many visits, a technician used my outside faucet without permission and damaged my water timer system. They failed to inform me, and I only discovered the damage on my own.
While they were finally finishing up the issue, Geoff had the audacity to throw out a "dog whistle" comment, saying, "You guys are lucky because Mitsubishi doesn't give out HVAC units for free!" I immediately corrected him, stating I paid over half a million dollars for this new construction and that the unit was under warranty. I didn't get anything for free! This statement showed a blatant disregard for our contract and our rights as new homeowners.
Final Forced Resolution and Continued Issues
The unit was only replaced after almost three months when our Builder had to step in and force Home Comfort Alliance to honor the warranty. Even after this replacement, the nightmare continued. The new unit was also incorrectly installed, making a loud, abnormal sound due to excessive air coming out.
I reported this new issue immediately. Their response? They made us wait two more weeks and told us they would only come out and address the escaping air once a new thermostat was delivered.
The Bottom Line
This was the worst customer service experience I have ever had. Home Comfort Alliance did not respect our time, did not respect our private property, and aggressively fought against honoring a clear warranty claim on a major component they incorrectly installed.
Two months after the unit was finally replaced, I have received zero follow-up, no apology, and no communication whatsoever asking if the system is okay.
If you value your time, your property, and expect a warranty to mean something, DO NOT HIRE Home Comfort Alliance. If you want to feel dismissed, unimportant, and have your life disrupted for months, then go ahead and call them—they will make sure that happens.
Matt Reese arrived first - communicated with us that the other plumber is on his way. He informed us the details of the water heater and will do the check up once a year because of the membership. The team work well and handles everything. Thank you 🙏! Keep up the good work for the customers
Devin and George were awesome from the start. They arrived early, communicated clearly throughout the appointment, and even took extra time to help me with my thermostat, which I really appreciated. I was especially impressed by their attention to cleanliness—they were mindful of the space and made sure everything was cleaned up before they left. Truly outstanding service from start to finish. Highly recommend!
— Jody Scott, Edmonds, WA
Drew’s team did an excellent job replacing our furnace. They were fast, efficient, and very professional. They kept everything clean in our home and garage and were very patient in explaining all the questions I had. We really appreciate their great service and highly recommend them to anyone in need of HVAC work.
Feb/2025 installed our heater was great. We turn off the heater during the summer. We were trying by o turn back on lately. It won’t work. We thought the heater may have issue and still under one year warranty. We called them back. The lady answer the phone was nice and sending me a technician to my house. Here is the thing everyone has to be careful!!!!! The technician went to my house to check the heater and said it is not their heater problem. It is the thermostat issue. Then he said you need to change the thermometer. I asked how much it is. He said 360 plus the installation 100+ after tax it will be 500+. I remember I got my old one it’s around 35 from Home Depot. He said that the one they have is the good one high tech one. I told them that my parent is old and they don’t need those new high tech one. I denied that. After I denied this new high tech thermostat. He is not happy.
He is starting to charge me these:
1. Diagnosed issue around $100. (The heater was installed by them and under warranty. If it is not working of course looking for them first, right? Also, the lady on the phone didn’t say anything about if there is no warranty issue they will charge me these diagnose issue payments. What if they say diagnose is going to be about $1000 or $10000 dollars. Do I still pay for it? I called them and their manager took care of this for me.)
2. The tech didn’t ask and replaced the filter for us. ( I paid for this no problem, he did the job and replaced it. But if you can tell me the price first or ask us first would it be better? Again, you did it and tell me later) this spend $65
3.see the picture down below. He took the old thermostat out and charged me $126. I mean 1 minute stuff and saying wiring. Come on! Everyone can see how easy it is. ( again he did the job what can I said)
What I believe is that company is a good company but technician may have issue. Maybe they pay by job.
I choose home comfort cuz Costco. Costco service always being good. I bought everything in Costco and all did good service and good installation. Home comfort When they install my unit was very professional and nice. After this happened, I have to really think about this company. Maybe it is some employees or policies they really need do something.
After that I went to south west heater plumbing company take care my heater issue. They did it.
Best duo and masters of all things HVAC. Ina and Mikel were the absolute best human beings to work with. Not only did they do a fantastic job installing a new furnace and AC unit, but they were enjoyable, professional, happy, answered all of my questions and were so easy to have in my home. They both take great value in not only doing the job well, they are also craftsmen. They want you to know that they completed the install as if it was being done in their own home. I highly recommend working with them! They were my favorite part of working with this company.
Excellent experience. Booked through Costco and the pricing was almost the same as another bid but Home Comfort's system was a higher efficiency, more deluxe type equipment. They did exactly what they said they would do, when they said they would do it and when little extras came up on the job like a need for a more complex thermostat, they just took care of it with out changing the price.
In particular, the lead installer, Travin, was a pleasure to work with. He's a skilled technician and an excellent communicator.
Andrew came out to complete our annual HVAC (heat pump+furnace) service. He was polite, professional, and patiently answered my questions. He explained what he was doing and why and was efficient on completing the service. He even added a mode to my smart thermostat to automatically switch between heating and cooling so I didn’t have to switch it myself. Thanks Andrew! Patricia Culler
