I had an issue with one of my AC units and called Collins. They sent a tech out in a couple of hours. The Tech took about an hour to diagnose the issue and said it was a broken blower motor and also could be the circuit board too. Both parts were under warranty so the only charge would be for the labor estimated at $1175 & $320 if the circuit board was needed. The supply house was closed so they ordered the part the following day and scheduled installation the next day. When tech showed up at my house he had the blower motor but did not bring the circuit board, which he stated 2 days earlier might be bad. He then replaces the motor then tells me the circuit board is bad and he has to go to the shop to pick one up. Total charge $1584 and on their invoice they do not detail out how much they charge for labor and how long it took them to complete the job. The tech spent about 3 hours total in my house so I guess they charge about $400-$500 per hour based upon the total. I had an issue with Collins a couple of years ago on an AC check up but used them anyway since they initially installed the units. They responded quickly but, based upon everything i have detailed I would not recommend them. read more

Absolutely blown away with Collins' quick response and technical expertise. I accidentally caused a fuse to blow in my unit and was without air conditioning. I called 2 other companies before I called Collins and was immediately impressed. 2 minutes after hanging up, William from Collins called to say he was on the way. He arrived 30 minutes later and went to work. He quickly found the issue and replaced the fuse. He also installed a new smart thermostat. I'm so impressed with how helpful William was, I signed up for their service program. read more

They installed a new HVAC and duct work system in my home back in the summer of 2018. At the time, two of my bedrooms were being used for storage so I didn't notice the airflow issues in the rooms. I had two roommates move into the bedrooms in 2020 and they couldn't even sleep at night because of how hot it was. I had another company take a look in the attic and they informed me that there were major issues with the way the duct work was installed. I did my own research and found clear examples online of how NOT to install it, and lo and behold, that is exactly how mine looks. I had Collins technicians come out multiple times and informed them that my duct work needs to be fixed and/or replaced and of course not a single technician listened to me. They adjusted/increased the vent flow but it was still insufferable in the bedrooms because the duct work is crimped, cramped, and sharply bent around the wooden beams in my attic! The issue is clearly in the duct work, and it is so incredibly frustrating to see each technician go up into the attic and tell me that there's nothing wrong with it. I paid $89 to have them come out to my home again in october, and again, was told that there's nothing wrong with the duct work. Then what is the problem?? Why is my house incredibly unbalanced and uncomfortable?? Why am I waking up sweaty when my AC is set to 75?? I'm so frustrated and so sick of being patronized and not listened to by this company. When I expressed these frustrations to them, they sent out a supervisor/lead technician and he was so unprofessional, asking me if he can take home a few magazines he found in the attic instead of doing his job. At this point, I will probably have to hire another company to redo the duct work. I haven't even called them to come out again this summer because I refuse to pay nearly $100 to be told nothing is wrong with my system. I've attached photos of my duct work to this review so you can see how screwed up it is. It doesn't take an expert to look at these photos and see that there are clear issues here, especially when it's paired with the experiences that me and my two roommates have had. (I had new insulation done after those photos were taken) AVOID THIS COMPANY AT ALL COSTS FOR YOUR HVAC NEEDS!! read more

Collins Comfort Masters - Terrible duct work done by Collins - Heating & Air Conditioning/HVAC Near Me - Tempe, Arizona

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Collins Comfort Masters, a Costco approved vendor in Phoenix, Arizona area replaced 2 ACs and a water heater this year in my house. Monty Dyke was our contact. The work happened at the earliest, was on time, and the crew was knowledgeable and cleaned up very well after they were done. I recommend Collins Comfort Masters for your needs and contact Monty Dyke as he is a great person to work with. read more

We had a bad experience and will not be using them again. Originally used them to install ac system that costs over $40k. After calling and giving our feedback, they said a manager would call and nobody called after a week. - Felt the technician was shady and unprofessional the whole time. - He was always trying to sell us a new system when we already talked to Collin's Sales Consultant who told us that our system was under warranty and that he didn't have a comparable unit in inventory. In addition, the technician tried to sell us a system that was lower quality than the one we already have. I know he is not based on commission, so I find it weird. -The technician didn't ask if he could wear shoes in our home or put on booties on. - Unreliable scheduling: He ruined our system (that was working properly before he arrived) from the first visit and had to come back to visit fix the issue, however, scheduling service messed up and we waited for the technician to arrive and never arrived, we had to reschedule to another time and resulted in losing 12 days to fix. - Based on a 2nd opinion, the issue was an error code, which required a system reset, but he climbed up our attic to do all sorts of unnecessary things. I felt like he was just messing up our house for no reason. - He didn't have his own ladder and had to use ours and when he climbed up our attic, he ripped the ceiling. read more

Jacob Lott & Garrett Hunter did a very thorough job in removal of my old AC/Heater unit and installation of a brand new unit. They were polite, willing to answer all my questions, was thorough in their explanation so I understood what was happening every step of the way. The team was organized, did an excellent job, provided a spotless job in cleaning up when complete. The transparency in our conversations gave me a sense of trust. The job was completed in a professional manner; the respectful manner in which they worked was of great value to me. The service was timely, arriving when promised and finished at the estimated time. Very good job! A company with high ethics. A walk through before and after let me know I was in good hands! read more

I hired Collins Custom Comfort (CCC) to perform their annual "Customer Care Plan"inspections on my (2) 3 year-old A/C and HVAC systems. When the (2) techs arrived to perform the pre-summer inspection, I was told that one of the two capacitors on my A/C units was not working properly and needed to be replaced - at a substantial additional cost. Since both capacitors had been replaced under warranty less than 12 months ago, I questioned the diagnosis. Since the capacitors were still under a service warranty, I called the company that had replaced them. That company checked both capacitors - in my presence - and showed me that both were working at optimal performance and didn't need replaced. I was upset that the techs from CCC lied to me and tried to up-charge for additional work that was not needed. read more

I accepted their pricing for a gas line. Three weeks later, on the eve of performing the job, the price doubled from $1,950 to $3,950! I explained they did not assist with the permit, which I did alone, and paid. They did not call 811 "call before you dig". When I asked for a reason for the price doubling - it was a computer error. I told them I did not approve of their bait and switch pricing and the job was cancelled. read more

I called today at 10:28AM because my AC went out. It's the middle of the summer in Phoenix! They came out at 12:16PM!! AC tech, David Henry, did a great job of assessing, pin pointing the problem and fixing it in no time. David was not only personable but also very professional. This was "A" class service. No joke and I appreciate it because I was in dire straits. This is customer service at its best. The price was no different than any other AC company but you feel like a King or Queen because of their quality customer service and laser focused technician. It has been the best experience I've ever had in the valley. read more

What a fiasco. Had an AC unit installed June 2023. Then had annual service June 2024. July no cool air on Friday. Called at 4pm, got a 9pm appt. Called at 9pm was told tech is busy but we're next. 9:30pm told he's still there with customer. 10pm same. 11pm they then said appt was scheduled for Monday. GRACE lied to us. So much for paying for preferred customer service. Being lied to all night that tech was coming and then told it will be for Monday. Very bad read more

A Costco approved vendor has been one of my worst experiences of all time. Very high price for a water softener , but thought I was buying top of the line product. Service technician, (Johnathan) went into his sale pitch and convinced me I need to spend an additional $5000+ on top of the $6500+ I paid for system, if I wanted it to last any length of time. AND I should also purchase a $320/ year service contract. I would NOT recommend Collins Comfort Masters. read more

Recently I spent $14,000 on a new AC unit. This is the second unit I purchased from CCM in the last 5 years. Total amount spent $22,000. After the most recent install I was given the attached paper. I called to sign up for the service plan and was basically told to F off that this plan was discontinued. If it is discontinued then don't hand out the damn sheets. Customer service has little to be desired. People are short and condescending on the phone. Once they have your money they don't give a rats butt about you. read more

Collins Comfort Masters - Heating & Air Conditioning/HVAC Near Me - Tempe, Arizona

Thank You Collins Comfort Masters! Highly recommended by a family member, I still did my homework. After a quick Costco trip I found out Collins Comfort Masters is part of Costco's Special Order Team. I quickly realized that "Lennox" it is. Awesome job and big thanks to the entire team. Especially the Installation Team of José / Mathew "Mateó" / Cirilo . Thanks again! read more

Collins Comfort Masters - Lennox Series 16HPX Unit - Heating & Air Conditioning/HVAC Near Me - Tempe, Arizona

I was disappointed with the AC inspection I received from Collins Comfort Masters (CCM) after I suffered a complete AC failure. I do appreciate that they were able to come to my home on such short notice. However, the technician quoted me a very expensive repair and encouraged me to finance the job. I personally felt uncomfortable with how the technician was approaching my repair job. It felt like he was selling a to aggressively and I decided to get a second opinion. This second opinion contradicted what CCM and quoted me a different and much less expensive repair. I believe my decision to get a second opinion and work with a different company saved my many thousands of dollars. I do not believe that CCM is a bad company. I am sure this is a company full of people trying their best. However, I would strongly recommend getting a second opinion in addition to whatever CCM recommends. I would also caution potential customers that their sales tactics could feel manipulative. read more

To say that our experience with Collins Comfort has been COMPLETELY frustrating and time consuming is an understatement! We bought two new A/C units in the spring (April 2023). Within days, one of the units began malfunctioning and wouldn't blow any cool air. We called Collins and they sent a technician to service the new unit. After leaving our home at close to 9 pm, the tech admitted he had "no idea" what was wrong with the unit. He recommended that we "wait it out" to see if the system would start working. By the time we woke up the next morning, the unit had stopped working again. We scheduled another appointment and another tech came out to "fix" the unit, but we only had cool air for one day. This went on for several weeks throughout April, May, and June before we were told that a panel in the A/C unit was malfunctioning and that it was a manufacturing issue. After paying tens of thousands of dollars, only one of the 2 systems we purchased just months before worked! We were left to wait for this panel to be delivered. At this point, it was late June and we were in the thick of the summer heat. Even with our blinds and curtains closed throughout the day and with the fans on, the indoor temperature in the first floor of our home peaked at 88 degrees with noticeable humidity. It was unbearable at times. All the while, I initiated calls with Collins. During my calls, I asked to speak with a manager so that I could get the most up to date information. Each time, I was told that a manager wasn't presently available and that a manager would later return my call. To date, no one has contacted me. Instead, a technician showed up out of the blue at our home in August. We were out of town and unavailable. Later that day, I began receiving emails and text messages that we missed a service visit! I guess the new panel we were all waiting on had finally arrived. Upon our return from vacation, we called Collins to schedule a proper appointment. It is now August 16, 2023 and the tech arrived to install this new panel. We know that things sometimes happen in service. We're not unreasonable. However, to date no one has contacted us to compensate us for our time or our experience. In fact, the dispatchers have been curt and quite rude!! The poor communication and lack of empathy during this process has really been unbelievable! read more

Scheduled for an appointment on Tuesday 10-12 time frame for A/C maintenance. I get a text they have an emergency please call and reschedule. I called and reschedule due to another customer needing A/C repair, no problem I understand. Move to 2-4 pm same day. No call no show at 4. So I send a message, CCM calls back it's now after 4pm, " Oh I'm sorry we have no one available now we need to reschedule ". I talked to this scheduler who says " oh we have this Friday 8am", I said perfect I will take it! Today is now Friday nearly 8:30 no call no show. I contact CCM, Domica says "oh I'm sorry they told you 8am, we never do that who did you speak to ", and anyway we never start at 8am, the tech is starting late today, and you are the second client and the window is this morning between 8-12! (However she just said they don't start at 8 .) I expressed I was home ALL day Tuesday and now I have to wait again all morning. This is my 3rd reschedule. I am so disappointed after today I will not do business again with this company. Since I "pre-paid " I have to do this today. Oh and no you can't speak to management " their in a meeting " and cannot be disturbed. Someone will call you back later. I booked my appointment online originally as per the business request. I have been accommodating as per the business request. 10:26am Was advised via text I was next in line. 12:13pm-Just now notified Tech is on they way still 40 more minutes. 11am Had a conversation with management as they never reached out to me spoke with Brian, who apologized for the poor communication, they have had some issues. He did offer to "comp" my membership however I denied and will go elsewhere for future maintenance and repairs. Brian appreciated my honesty. 1:30pm Tech Zachary was here. Washed and cleaned the unit said it wasn't bad except we have a "growth " of some sort on the wires. Potentially could turn into mold but at this time was okay but don't let it go untreated. Zachary was professional and cordial. I hope Costco is aware of this company issues. read more

Don't use them. I was sold an item I was told I had to have called an "Air Buster", quoted for $500.00, the total cost $2327. This item removes dust and pollins. After further investigation, I confirmed I never needed this unit. They will not provide you a bid in writing, at the time of services. They provide only a summary of items needed, which reflects no costs reflected for each charge noted. I am a senior citizen with limited income. I was lied too, conned, not provided proper disclosure. PConnor read more

Collins has been servicing our AC for 6 years. Well, the ac died the day my aunt who owned the house before me passed away. I was a mess and wasn't sure what to do with a broken ac and a broken heart. They came out and the technician had to give me the bad news, I needed a new ac. In the most confusing and roughest moment of my life, the technician took time to make sure I understood all my options, helped me out with expertise and most importantly showed compassion. The company went above and beyond ac replacement. Their customer service was excellent, the work is excellent and i am impressed. read more

I'm giving them 3 stars only because I have been doing business with CCM for the past 13 years and have always been satisfied with their customer service and techs. But like the majority of the 1 star reviews their customer service has gone down hill so I made the decision to go with one of their competitors. read more

I contacted Collins Comfort to clean my ducts. My neighbor had used them and was pleased with the technician so I felt they would do a good job. When a Dirty Duck cleaning truck pulled up I was a little leery since I had contacted Collins Comfort. The two technicians proceeded to clean the ducts over a 4-hr period. When I had my AC technician come out to do our 6-month maintenance a week later, he said we needed our ducts cleaned. He showed me a video and sure enough the ones on one side of the house were clean, but the ones on the other side were still dirty and failed inspection. I did contact Collins Comfort and told them I had a video to show them, but I was never contacted. read more

Collins did a great job of adding a new 7" duct and larger register into my home office space, the techs were on time, well prepared, left the space cleaner than before and price was fair. Very courteous and professional. I would not hesitate to use them again, my only regret is I did not do it sooner read more

Collins Comfort Masters - New larger duct added to my office, ready for the summer now! - Heating & Air Conditioning/HVAC Near Me - Tempe, Arizona

a year ago We've used Collins for both AC and a water heater replacement. We had a HVAC 1 year maintenance contract. Their AC techs are, first of all, salespeople and being "techs" is their secondary function. Long story short: We were told that we either needed a new AC or a new compressor. Called two other companies out for estimates and both said that nothing was wrong with our unit. It's still running fine. I have other examples of the techs trying to sell unneeded parts but won't get into them here. We had a water heater installed. The first one that the tech brought in was too large to fit in the space. The second one was installed without the new "drip pan" that goes under the water heater. We finally received a bill about 3 months after the installation that stated we were past due. I'm still waiting for an itemized invoice and a receipt. Needless to say, we are done with Collins. Lots of good reviews here but BEWARE read more

Audrey Mahaffey came to tune up our air conditioning and was very pleasant and helpful. She is very knowledgeable and I hope to have her every time in the future. read more

New install 6 years ago, after 2-3 years called them to check it out make sure everything is good, tech charged for 2.5 pounds of Freon, said the install didn't tighten the valves enough, changed arm and a leg for Freon anyway. 1 year ago days after warranty ran out, capacitor went out and now a year later sitting here on a hot June 27th with unit out again. Lennox is now junk and don't appreciate the way Collins treats you after the fact. I will wait for the next available company before Collins gets another dime. I have also steered friends and others away. read more

Husband scheduled appointment for AC service online Saturday for a Monday morning appointment. On Sunday received a call Sunday afternoon advising that they needed to reschedule for Wednesday. Wednesday came & went with no one coming service the AC & no phone call... Not good... read more

Was given a seriously convincing sales presentation by a very nice guy just shy of two years ago and ended up replacing our water softener which was from Home Depot originally and had run great for nearly ten years. (but like all appliances these days ran its course). So, after his presentation, we replaced the softener through Collins here in Phoenix with a very expensive water softener that came to 3800 plus tax. About 6 to 8 months later it leaked a bunch and had to be repaired by Collins. We were told the softener would need yearly inspections and so when the light started blinking "service required" we called Collins (All About Water) for service. We were told 115.00 service charge over the phone, but didn't mention that there would be an extra Big charge of 200.83 on top of the 115.00. including the cost of a cleaner we are told we need to add once a month now .....not something mentioned in original sales presentation btw. The previous couple of techs (both during the leak repair and today's service call) .... wanted to "test our water" at our kitchen sink. I knew that this was to sell us an RO system. I Didn't allow that for two reasons 1. We just rescued a wonderful, large mixed breed and still getting her used to men and 2. We Have An RO System which works beautifully! Seems like we shouldn't have invested such huge money in a water softener which is showing us to be a money pit? Can't tell ANY Difference between the Home Depot water softener and the soft water we enjoyed for many years and with this new, overly expensive Collins Water Softener. read more

Don't trust them. They overcharge and they use inferior parts. I asked him to change out a condenser motor in my heat pump. I asked to put in the same kind of motor that was in there originally. They did not. They put in a cheaper motor and left me with exposed wires. I give them one star because they did come back and put a proper motor in. But only after I had to twist their arm. Also, The tech took my old motor without my permission. When I asked to have it back so that I could check the specs on it in case something happened with the motor they put in, they gave it back to me all right. But with the information plate sandpapered so badly it couldn't be read. In addition, ever since their tech worked on it, the heat pump makes a groaning sound when it switches into defrost mode. It never did that before. read more

My 27yr old unit went out so I called Collins for help. Very professional, my tech Joshua W. spent quite a bit of time educating me without ever making me feel pressured. Joshua W. found me the best unit for my budget and even lent me portable air conditioners until mine was replaced..... for free. The install crew was incredible! Thanks Blayke D, Edgar B and Richard S. Blayke the lead tech even came back an hour after the install was done, just to follow up everything was working properly. Great job! read more

Heed the warning of all the other 1-star reviews and DO NOT do business with this company. They aggressively over charge for their labor services and purposefully under-document their invoices using vague and meaningless job descriptions to avoid accountability. As an example, "Replace Water Service-Level 2" for them translates to digging a trench of 50 linear feet, placing a plastic tube in it, connecting the ends and refilling the dirt. Available for the price of $8,000. read more

Chris G and Carlos installed a new HVAC in my home. They were very courteous an professional. They covered everything with plastic to keep it clean and put tarps sown on the floors. When they were done, they vacuumed everything and washed all fingerprints from surfaces. They were great ambassadors of your company. . read more

Fun fact, had Collins install new roof unit in 2016, 2021 no ac in sept. Called for service and a tech came out and said the coil went bad, is under warranty but will cost $1800.00. So I paid it but then cancelled it the next day for I decided I could wait till next summer to take care of it. They refunded 1200.00 because of the Freon. So in April of 22 I called Savage Air and they came out to give me a estimate to replace the coil and they told me it was not the coil but a small pin hole in the line going to the unit. Charge $700.00 for the repair. So if you want to be lied too and experience fraud please use Collins Air, Lowes does. read more

HORRIBLE!!!! Stay away from Collins Comfort Masters. They provided us with an invoice charging us 1,000. For labor even though the AC unit is under warranty, still isn't fixed and a promise to order the part and have it installed within 24 hours once the part is in. This was last Friday and we have not heard a word. We called and they said the part is in, so we tried to schedule and they said they needed to call us back. No call. So we called again only to get the same answer and still the repair is not scheduled .... we are going on two weeks without AC! We continue to ask for a manager to call and are told they will call in 24 hours, 5 days later, no call. We asked for a copy of the invoice and the one they sent us via e-mail was very different than the one given to us by the technician. Shady business practices, they do not honor warranty and price gauge only to take your money and disappear. Now, we are out 1,000.00 for a "diagnostic" on a 3 yr old Lennox Unit. The unit still isn't repaired and the part arrived to Collins three days ago and still, no call to schedule or fix our unit. Avoid them at all costs! You will get way better service with another company! read more

I was referred to this company through Costco for a water softener. Everything was Okay until the installation. No proactive notification about the date or time. When the tech was running very late I had to call Collins 3 times before getting a straight answer about when my installation would happen. The installation went great Friday night, several hours later than scheduled. I had the service manager call and then arrived to get started on the installation. The techs worked late to get it done. You would think after paying almost $4000 you could get someone to call. Nope, Poor customer service to say the least. read more

they owe me a partial refund and it's been over a month. keep getting the run around. would reccomend choosing another hvac conpany.

Don't walk away from these guys, run! They have the view that if they lose a customer or two they can get a new one. No need to detail. They are unprofessional and rude, if they call you back! read more

The Collins team worked with Multi-Pro Roof Solutions to remove our old heat pump and install the new Lennox unit after the roof was replaced. Anthony, Edgar and Trevor did a very nice job and with the installation and I am happy we chose Collins. The Lennox Heat Pump is very quiet compared to the York unit that was replaced. FWIW, I am a retired HVAC service tech. Ken Donaldson Mesa read more

We have been having ac issues since last November and Supervisor Aaron Wolfe refused to call us back. If I could give zero I would.

On the 21st of September my ex-wife's air conditioner went out, a member of the Collins Comfort Masters team arrived and informed her that a weldhad broken on the compressor and all of the oil had leaked out. He shut the unit off entirely instead of just disconnecting compressor to allow the fan to be able to be used to somewhat cool the house in the hundred plus degree temperatures that it was outside. When she called the company the next day they assured her that someone would bring out a portable air conditioner, it is now Tuesday 26 September and no one has come out to bring a portable air conditioner or tell her when they would be able to get her AC unit online. She has several issues to include diabetes, breast cancer and has to take dialysis at home 5 days a week. Since this journey through hell has begun for her she has been unable to do her dialysis. All calls to the company have been in vain. Her air conditioner is still not fixed a portable air conditioner has not been provided and to date all calls have gone either unanswered or answered by people who are not interested in resolving the issue. I find it interesting that a company that has been in business as long as it has in the Phoenix Metro area would do what they are doing to a senior citizen who has chronic health issues. At this point in time it appears Collins Comfort master cares more about putting money into their pocket and taking care of the people they have sold their units to and installed them. Rest assured and I'm sure when this issue is resolved there will be investigations into the conduct and will for neglect and deliberate lies told to regarding this situation. Shame on the owners and operations management for allowing a chronically ill senior citizen suffer as they have made her do so for the last six plus days. read more

Thank you for delivering the check - it never had to go to this extent but at least I can close the book with Collins Comfort Masters.

We had an appointment scheduled for 10am this morning, 10:05 I called to see what time the tech would be here. They said I should here between 10 and 10:30 no phone call. Then by 11:15 I called again and the girl that answered this time called the tech to find out that no one was coming. Now why the do you confirm appointments if no one is available to come out for a brand New system. That was totally unprofessional to say the least. I was not going to wait to next Saturday to get a new system. There are plenty of other businesses that want my business and that will show up when scheduled. Apparently they did not feel that my time was important. Wanted to reschedule and if you don't have enough people to handle the business then why on earth would I reschedule, when you don't even show me the courtesy of calling and letting me know that you are not showing up. I would not go with this company if you have another choice and from what I can see by some of the other comments, check the reviews. read more