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Rating 2/10

Damaged goods with no sense of urgency to correct the problem.

During 90 degree heat, our A/C was out. I thought ecomfort had good prices on units, so I ordered one from them. When it arrived and my HVAC guy opened the package, it was dented so badly that the coils were already damaged. He couldn't install it. When I called ecomfort to let them know, they said to email the pictures of the damaged unit. Once I did that, I didn't hear anything back except an automated email saying that would get back to me in 24-72 hours. 4 days later, I had to contact them because I still had not heard anything. I was passed off to another person within the company so that she could handle it for me. She said that she would send me an email with a return slip for the driver to pick back up the unit. I had to call her again because she didn't send it within a couple hours. She laughed and said that the work day was crazy for her. I explained to her that I was in dire need of this unit because it was 90 degrees outside on a daily basis. She said that a return would take 10 days to credit back to my card if that's the way I wanted this fixed. I had no choice but to tell her to order a new unit to be sent again after the driver picked up the damaged one. That option might mean 3-5 days to get another unit. When she sent the paper, she said that she would have R&L contact me with a window of when they would pick it up the next day. When 3pm the next day came, I had to contact R&L because I never received this window of time. They said that they made a mistake by not calling and the driver could meet me right now. I had to leave work unexpectedly to make sure this got taken care of quickly. After he came and got the damaged unit, I emailed ecomfort to see if they received it and if a new one would be sent out. She said that she processed the return and they would issue one. She thanked me for "being a trooper".

There has been nothing offered to compensate me for the time and frustration of dealing with the damaged product that ecomfort had sent me. At this point, I still don't have an A/C unit.

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