ComfortUp is a provider of high quality indoor and outdoor goods ranging from cooling and heating systems, indoor air quality products such as filters, humidifiers, and dehumidifiers to a range of products and services that enable a more comfortable and energy efficient lifestyle.
ComfortUp (comfortup.com) has 598 customer reviews on Five Star Index, with an average rating of 4.6 out of 5.
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Eddie H.
I ordered Gree minisplit from them and the outside unit had a leak on the inside. (Busted line behind the compressor.) They said call out my installer (who will charge me because it was not from them overall bad experience and even worse support. they want me to spend a small fortune because they sent me a bad unit.
George I.
Worthless company. Better off buying from Amazon much better customer service without all the red tape.
Mauk F.
Ordered a brand new unit. arrived damaged. I didn't realize until the installer was here and noticed it. I called to ask if I should cancel the install, and send back. customer service immediate Offred me a $100 refund, i explained i had the installer here, and did not call about the refund but said OK. after getting the unit installed the tech told me, based on the damages, it would probably leak when I started using it. so I called back once installer was gone, and i was no longer frantic. I told customer service a $250 refund would be fair considering the risk. they told me you already agreed to the $100.00 and good luck. I understand now this is common for them. so when you call, they make sure to have you agree to a lesser discount. especially if you have an installer there, and your back against the wall. Beware of this dishonest company. I spent $1000.00 and now I cant enjoy my new AC unit, but worry about when it will go out. P.S. THEY ALSO DELETE EVERY NEGATIVE REVIEW ON THEIR WEBSITE. VERY DECEIVING!
Response from ComfortUpApr 21, 2022
While its unfortunate that your unit acquired a dent during shipment, I would like to point out a few things here. As manager, I went back and reviewed your phone conversation with the representative that assisted you. Even though you mentioned “It doesn’t look bad”, and its “It’s definitely not leaking” you did have the opportunity to request a replacement unit. We didn’t coerce you into a decision, you made the decision yourself to keep it. We did not ship out a damaged unit. The damage unfortunately happened During shipment to you- by the freight company. Understanding that it’s not ideal to have a dent on a new unit, we offered you a concession of $100 to help mitigate any annoyance of the cosmetic blemish. You were asked “if that’s ok?”, you said “that’s fine”. At NO point was there any mention of $250, nor was there even a second call from you. You were appreciative on the phone so it’s a little perplexing to see this change of tune, after the fact. This negative review is published, as well as any others that we’ve received. I’m perplexed, again, as to how/why you make the claim that we’re deleting them. Any lag-time in a review being published does not mean it was removed. Our hope is that your installation went well and that you have many happy years with your new system.
Jonny P.
I haven’t slept in over a month and my project is more of a nightmare over dealing with this company. Try and call them before you buy something from them because they never pick up or respond to emails and good luck getting your money back if something does go wrong. It’s a joke at this point and I have little hope of getting my money back without hiring a lawyer which I plan to do at this point.
Nicolae M.
WRONG! DO NOT USE THIS COMPANY (if that's what its called). I believe most of these reviews are FAKE! Try and call them BEFORE you buy, they are NON EXISTANT! No one will answer by phone or email. Save yourself the frustration call them FIRST that go somewhere else becuase you will NOT reach a single person for help. We had our AC company FINALLY get ahold of someone after hours and days of calling for a warranty issue, never got re-imbursement as they were supposed to and promised on the phone. BUMMER I had to write this to warn others and I placed a complaint about bad business practices with the BBB. Don't get ripped off with non-existent customer service when needed!
Mike M.
Comfort up is a no customer support. We bought 4 gree mini splits a year ago 2019 and had to replace place the units twice and we are still having issues error code for mother board replaced it twice at our labor expense. Error code E6. We have left numerous messages in hope of getting the 3600 BTU outside gree unit totally replaced we got a lemon. We have spent 1,800 out of pocket for labor and the cost of 4 inside units we replaced. another 1,500 today is 5/1/2020 we initially put in units 1/24/2019, total night mare. I will be at it again come Monday to get some resolution. Before buying a unit try and call any tech number available for gree products and hopefully I save you the time and frustration. I was told by the HVOC people here in SC that they recommend Mitsubishi, but you will still have to deal without tech support from comfort up. The tech here told us the. Today is 5/2 2020 tech support is impossible to contact and resolve issues.
Response from ComfortUpMay 6, 2020
Hello Mr. McQuade, We're sorry about the experiences you have had with your Gree System but I have to politely disagree with your comment that ComfortUp has not been supporting you through the concerns as I can see in our system MANY emails and phone calls back and forth with you over the past few months. I apologize that a satisfactory resolution has not been reached yet, but it seems to me that your problem is with the Gree warranty process, not with ComfortUp. Once a product is installed, there is little ComfortUp can actually do because we are a retailer, not a manufacturer - any product defect issues are to be handled by the manufacturer's Technical Support staff. As an example, if you bought a GE refrigerator from Home Depot, you wouldn't call Home Depot for Tech Support, you would call GE. Even if you bought a Gree mini split from Home Depot, you would still have Gree Tech Support to work with, not Home Depot - the process is exactly the same. However, even with all that said, we have been trying to work as a liaison between you and Gree to get your system up and running to your satisfaction. As for your concerns about additional costs for labor, unfortunately, the warranty terms of every HVAC manufacturer cover parts only, not labor, as has been explained to you. While this is unfortunate of the additional out-of-pocket expenses, we have it posted all throughout our site, on every product page and even as terms you have to accept before checking out; we have done everything in our power to make sure buyers are aware of warranty policies before completing their purchase. We have advised you of the warranty terms, we have spoke to Gree Tech Support on your behalf and communicated with you along the way - I apologize for the troubles you have had with your mini split and that we're not able to offer the technical support that you desire, but Technical Support is not a service that we can legally provide as we are not the manufacturer. Gree is bound by the terms of the warranty provided that you can prove your system was installed by a licensed HVAC technician. If you are still having issues with your system, please have your contractor call -Gree Tech Support - 888-850-7928 M-F 8am-5pm est. *Note- Gree tech support will only discuss issues with licensed HVAC contractors, not homeowners.
David
The minisplit Comfortup shipped to me has been determined to be defective and was missing parts. Comfortup has been frustratingly unresponsive. I eventually managed to communicate with Comfortup regarding the return process with Carey and Kevin. Comfortup continues to give me the maximum run around despite full cooperation from me and my contractors.
Response from ComfortUpMay 6, 2020
David - I'm sorry to hear that you've experienced issues with your shipment and with the responsiveness of our team and their communication. Since you didn't post a last name, or come up as a "Verified Purchase" I am unable to determine the order/issue you are referring to, but I'd be happy to look more into it if you can provide further information (last name on your order or an order number).
MaryAnn Dooley M.
worst company ever never pick up phone, sell reject products, had heat pumps replaced and new one still not working, continous E1 Absolutely horrible company
