March 9, 2022
Despite reporting numerous times that our 1-year-old heat pump system does not shut off correctly when the outdoor temperature is below 47°F, no person from Custom Comfort has called us about the problem, or come to our house and asked the problem, or looked at the problem when it was cold, or looked at our photos of the problem.

The last time the factory representative was here, we very specifically told him at the beginning of his visit about the problem we are experiencing.
He thanked us for providing the information, and then did nothing to address the problem, until the very end of his visit when we pointed out that the system was still running even though inside the home had been at the thermostat set point for more than 20 minutes. A few minutes later, after fiddling with the thermostat, the representative saw the system turn off once, and then he left. He didn’t stay and see the system turn back on four minutes later, despite the temperature inside the house was still at set point. Our system ran 20 hours that same day when the representative was here, and when it was 40°F outside. It would have been a perfect opportunity for Custom Comfort to look at the problem we are reporting.
We also told the representative that we had pictures of the problem. Plus our previous letter to Custom Comfort, prior to arrival of the representative, requested specifically that someone from Custom Comfort look at the pictures. Nobody has looked at the pictures, or asked to look at them.

Even today, March 9, your man that came over and knocked hard on our door like he was mad, never wrote down one thing that I said while I was telling him the exact problem that we’re having. Nor did he ask one question, nor did he ask to see the pictures that we have taken. Nothing was done to address the problem we have reported.

And yes we are happy that you are referring our last letter to whomever you’re referring it to, but if we do not hear about a full replacement of our system by next Thursday, March 17, 2022, then we are getting a new HVAC heat pump system put in by a different company.

Yes, we remember your threat that we should 'watch our mouths because you know where we live.' We asked you four times for a new system, beginning last year when the new system failed, and have received NO response to any of our requests. And now the cold weather is over for this season and the window of opportunity has been squandered over and over by Custom Comfort.
It’s almost as if the boss convinced himself and his workers that the customer is the problem.
We have photos of the thermostat that prove otherwise.