2/2/2022
This letter is in reference to the HVAC heat pump system installed by Custom Comfort on February 18, 2021. 
We are making a formal demand to have the unit completely replaced. The unit is less than one year old.

The efforts to repair the HVAC heat pump system by Custom Comfort have been unsuccessful, and the same problem we reported when the system was 2 months old is still ongoing and hasn’t been repaired. 
Including the time of installation, Custom Comfort has made six home visits (one with a factory rep) to try to repair the HVAC system.  None have been successful.

The ongoing problem with our HVAC system is that when temperatures are below 50°F outside the HVAC system runs constantly and doesn’t turn off even though the thermostat shows the temperature inside of the house is at set point. During these times, the HVAC system occasionally, and randomly, turns off but then turns back on a few minutes later even though the thermostat shows the temperature inside the home is still at set point. We have pictures showing this.
Custom Comfort has suggested the problem is because we keep the thermostat set at 80°F, same as we have all year round, for decades.
The new HVAC system from Custom Comfort appeared to work fine in cold weather earlier this year as far as we noticed. The HVAC sits outside my office window, plus my stationary bike is adjacent to the thermostat, so I am able to observe the operation. In prior months I observed the system turned on at 78°F and off at 80°F in all weather, even when outdoor temperatures were below 50°F. The system was off for a long period between turning back on, and did not run continually. In prior years with our previous HVAC heat pump system, it heated the home to 80°F without running constantly in cold weather.

Our electric company has emailed alerts to us five times advising that our electric usage in December 2021 and January 2022 was at least 30% over our predicted use.  We have had the same electric company for several years.  We have copies of their High Usage Alerts. The excess electric usage is no surprise since our HVAC system keeps running and running.

Below is a time line of events with Custom Comfort.
2/18/21 – New unit installed – 4 ton Comfortmaker complete HVAC electric heat pump system, with 2 year part and labor warranty, and 10 year parts. costing $12,960. The system is paid in full. 

5/4/21 – Service call; HVAC system is two months old. Custom Comfort technician said the system was low on charge.  He added 6 lbs of refrigerant.

5/17/21 – Service call; HVAC system running constantly, showing 'dehumidify' as operating status on thermostat, and we want to be able to control the humidity so the system will turn off. Custom Comfort technician raised setting for humidity on thermostat from 52% to 56% and set the hold settings.  He explained that the lower you set the humidity the longer the HVAC system will run.

Exact date unknown: - Service Call; HVAC system thermostat shows 'heat strips' as the operating status even though outdoor temperature is 50°F. Custom Comfort technician changed thermostat setting so heat strips would not activate until 38°F. Technician recommended 40°F, but customer chose lower setting to save energy.

1/4/22 -   Service call; HVAC system running constantly and doesn’t turn off; Custom Comfort Tech added refrigerant to HVAC system. Technician said it was too cold to add more refrigerant (Outdoor temperature during service call was estimated 62°F). Technician also said we shouldn’t have to add refrigerant at all, and indicated there was a leak. Technician said that the added refrigerant should help some.

1/7/22 – Service call; Custom Comfort technician and factory representative came over.  We said HVAC system runs constantly even when thermostat shows inside of home is at set point. Custom Comfort technician and factory representative observed the HVAC unit turned off, but did not note that the system turned back on a few moments later despite thermostat showing inside temperature was still at 80°F set point. They rechecked metering device outside and ordered a new part. It was estimated 37 degrees outside. We also think they reset thermostat to factory settings, but do not know for sure.

1/12/22 – Service call; HVAC system still running constantly and doesn’t turn off  Technician replaced the 'reversing valve.'  He said it was important for temperature regulation, but has nothing to do with HVAC system running all the time; He also said no refrigerant was needed.
We said the system just keeps running and running when thermostat shows indoor temperature is at set point and sometimes it turns off for a few minutes and then comes back on even though it is still at set point. We asked the technician to stay to see what we’re talking about.  But he said it turned off every time for him and he didn’t have time to stay.  He said the system was “left in working order.”  He left.  He didn’t reprogram thermostat, or look at the settings.

1/13/22 – HVAC system still running and running.  4:00PM we called Custom Comfort.  Told secretary our system still doesn’t turn off at set point, and asked her to have the owner, Richard, call us.  She said she would relay the message. We also asked for the number of the factory representative. The secretary said she was not able to give that out. We asked for the last service invoice. She emailed it and the invoice was received.

1/13/22 – present day – No one has contacted us from Custom Comfort.

On January 17, 2022, four days after our futile request to have Custom Comfort call us back, and five days after Custom Comfort technician replaced 'reversing valve,' and five days after telling us the HVAC system was working fine, we had another HVAC company technician look at the system. The other company’s technician found that the system charge was low compared with normal, and we have a picture showing that reading. The other company’s technician also said the thermostat apparently had not been set up.

A repair estimate from the other company’s technician showed that getting a refrigerant leak repaired would cost us several thousand dollars even with the parts covered by warranty. The other company’s technician further advised us that even if it was repaired, we could have a similar problem a year from now. He also said that running the compressor on low refrigerant can damage the compressor.

So apparently our HVAC system has low refrigerant, and a possible refrigerant leak, with a thermostat that has not been set up.
Overall our HVAC system is running an excessive number of hours on low refrigerant, and this has been going on for the past two months.

Due to the multiple service calls for the same issue, and Custom Comfort’s inability to repair the system that we have owned for less than a year, and a different HVAC company’s service technician’s assessment of low refrigerant and his estimated repair cost, plus possible long-term damage to the compressor, and the fact that Custom Comfort has not been responsive or acknowledged that a problem exists, we demand a new HVAC system from Custom Comfort.

Sincerely,

Gene and Holly Haynes