Ripoff Report Verified™ REVIEW

EDitor's UPDATE: Positive rating and recognition has been given to Home Comfort USA for its full commitment to quality customer service.

Ripoff Report's discussions with Home Comfort USA have uncovered an ongoing dedication by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any concerns. Home Comfort USA listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.

Home Comfort USA's owner, Mr. Ken Starr, has informed us that his personal philosophy is that his clients satisfaction is the heart of the business. As a successful businessman, Mr. Starr feels it is critical to listen to his clients and respond properly. By always putting his customers first, Mr. Starr hopes to maintain Home Comfort USA as a successful enterprise both now and for many years to come.

One of the things Ripoff Report learned in the course of its review is that typical customer feedback reads, "Home Comfort USA truly communicate all aspects of the service in a timely and effective manner. We are very pleased with the responsiveness that the employees show us. They are serious about meeting commitments, and deliver on their promises."


Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..





The information provided in this report below is based on comments made by Jennyffer Vueura during an onsite inspection held by a third-party verification company with no biases towards Home Comfort USA. Home Comfort USA is a heating and air company that services residential homes in Southern California. Jenyffer Vueura stated the following about her company, "we only do homes we do not do commercial work and that is because we love serving the customer. We love to be able to have that relationship that we have. Our guys go to the home and they make a friend for life. They get to know the customer they get to feel what the problems are and the major needs and it is awesome. You never think that heating and air could be something so simple until you are in the middle of the hot summer and you have no AC. Then you see how important that is and it is so good to be able to come and make that change. We offer indoor air quality products we have customers who have allergies and issues with air quality of their home. And just by changing the system we are able to see those customers get better. That is what we do we sell heating and air, but we like to improve quality as well."

Leads for Home Comfort USA are obtained through several different avenues including radio advertisements, print, and marketing through Lowes and other retail stores. Ms. Vueura went on to explain the sales and service process for Home Comfort USA, "we have a customer care team here that will answer the call it is all in-house. They will then take all the information whether it is a service or a new system that they needed, and they will set an appointment. We usually have same day or next day availability except during the summer time. In the summertime, we will probably be 3 days which is not that far. They will call talk to them and make the appointment. The day before the appointment we will call and confirm the appointment and then we also call them when the technician is on the way. Once they are there the tech is meeting with the customer they are doing a let's say a tune up or a service in this instance. While they are doing the tune up they are assessing the home looking at the air distribution and the attic and make sure that everything okay and that there is no Mickey mouse in the attic eating everything. So they will do the assessment and if needed they will provide the client with options for enhancement. That is pretty much it. We will call them every 6 months to check in and see if they are ready for their next tune-up or cleaning. The goal is to go the extra mile. That is the heart of our owner and that is what he expects of everyone."





CUSTOMER CARE & COMPLAINT RESOLUTION – HOME COMFORT USA

Ms. Vueura was asked to describe a situation where a client was not satisfied with the level of service they received. Ms. Vueura expressed the following, "we strive for excellence, but we are human things happen. Not only that we are dealing with equipment and sometimes things happen with equipment. It is not a perfect world. From time to time we will have a customer who is dissatisfied or there was a miscommunication, or something happened. As soon as we find out we call them right away. We do have a 100% guarantee policy. If you are not satisfied, we will not take your money. And it happens where people will call and be upset and we will refund them right away. We are talking about large purchases. That policy is here for a reason because we want to make things right and we want to make people happy. So, we have had complaints in the past and we are on it and we will try to make them happy. We do everything we can to make it right."

When asked to comment on complaints posted on Ripoff Report's website Ms. Vueura expressed that the complaint was made by a vendor who was involved with a misunderstanding, "he put us in a contract that we were not aware of and he did not have the legal meanings to be able to fight because he knew he wasn't right there. So, what he did is he went to Ripoff Report. But not only that today that same company they recognize their mistakes and they apologized and they wrote a paragraph to rectify the issue." She additionally addressed another complaint made on the website, "so this is a legitimate complaint and they did have some issues with the system which we tried to approach them multiple times to get a result and even though the Hero program who they used to finance the project. At the time it goes back to bad management and the person in charge did not represent us and go out of their way to make this customer completely satisfied. Like I said we have removed systems from homes where they have not been happy and we have given them free systems and just took the hit with the money in the past. We do not take these things lightly. I know it has been a long time it happened in March. We are willing to do whatever it takes to make this customer happy and satisfied. We do not take safety and these kinds of things lightly and I believe communication was the issue here. If he had been communicated through the right people and communicated effectively with the customer this would not have been an issue at all." In order to assure future and current clients Home Comfort USA is licensed, insured, and bonded. Additionally, they are certified on Angie's List and are a Lennox dealer.

When asked what type of changes they have made to honor their commitment to making things right with the consumer per the request of Ripoff Report, Ms. Vueura stated, "I think it goes back to management. The entire senior management that was here at that time is no longer here. That is the major change. The processes the foundational things were changed back to the way they were supposed to be."

Home Comfort USA is proud to be a part of Ripoff Reports Corporate Advocacy Business Remediation and Customer Satisfaction Program, "we are taking another extra step towards customer satisfaction. The customers are able to recognize you and your name and they will see that you have been able to vet us and see who we are. It is giving the customer that extra comfort that we are the real deal."





HOME COMFORT USA – STATEMENT FROM THE GENERAL MANAGER

" We have done the adjustments necessary to ensure that no customer is left unhappy. Part of our senior management team was replaced because they did not carry that vision. We sincerely apologize to those that have had issues in the past and would like to let them know that we are here for you - to do whatever it takes to make things right.

Home Comfort USA's entire team is experienced and highly trained in heating and air conditioning services. They are confident that you will receive the best of the industry when you call Home Comfort USA. Home Comfort USA takes employee satisfaction seriously as well. Employee feedback and surveys reveal comments such as this, "Working at this place will give you an awesome opportunity to grow in more ways than just getting an awesome paycheck and have a stable job. You will be part of the family"

Ripoff Report was pleased to learn that Home Comfort USA's past and current approach to business is focused on its pledge to total commitment towards client and employee satisfaction.





STATED IMPROVEMENTS FROM HOME COMFORT USA

Home Comfort USA recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report's review, Home Comfort USA has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.

In summary, after our review, which included discussions with Ken Starr, Ripoff Report is convinced that Home Comfort USA is committed to quality delivery of services resulting in total client satisfaction.





How does a business get Ripoff Report Verified™

The member business allows Ripoff report to email everyone from the past. Those who respond to Ripoff report with a valid complaint must be take care of. They have made a commitment that if anyone contacts Ripoff Report in the future, they will make things right within 14 days. The member business must err on the side of their customers. Otherwise the member business is off the program.

Ripoff Report has determined that Home Comfort USA meets Ripoff Report Verified™ standards which include a commitment to make a good faith effort to resolve any consumer complaints. Members of the Corporate Advocacy Business Remediation and Customer Satisfaction program do pay a fee for our on-site review, 24-hour monitoring and for support with customers to resolve any disagreements.

Ripoff Report sends a 3rd party service to do an onsite inspection of the new member business. The on-site inspection / review does not mean that the products or services offered by the business have been evaluated or endorsed by Ripoff Report and has not made a determination as to the business' product quality or competency in performing services. We can verify, that Ripoff Report went to the business, verified their business or “work from home business”, there for, if a customer in the future does not get treated correctly, Ripoff Report can get the problem resolved. If not, and the customers is right, the member business will be taken off the Corporate Advocacy Program. Remember, Ripoff Report emailed every customer from the past that filed a complaint to make sure the member business made things right with customers from the past. Again, to err on the side of their customer, those from the past and those in the future.

Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.

Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. This program works.

As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint, so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses, so we can insure that the member business did right by their customer.

NOW TO THE ORIGINAL REPORT THAT WAS FILED

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