Accent Comfort Services LLC

I love this company!  Trustworthy, experienced techs. Their techs are not paid commissions so there's zero upselling. I've gladly referred them to family, neighbors and many of my homeowners for HVAC, plumbing and electrical repairs. I've had an annual maintenance agreement for many years on my personal home.

Warranty related call-No hot water and was told the could not come until a whole week from the call. They worked out something to come next day and early am-it worked out well since it was only a pilot light matter. The only downside is I did not receive a call prior to the arrival, but I was expecting them.

_textComplaint ID: 17467142

Complaint Information

Complaint ID:

17467142

Date Filed:

6/23/2022

Complaint Type:

Service Issues

Filed with:

BBB
9719 Northeast Parkway
Matthews, NC 28105
Phone: (704) 927-8611
Fax: (704) 927-8615
Email: [email protected]
URL: charlotte.bbb.org

Consumer Information

Name:

Ms. Montana VanHook

Address:

214 FAIRWAY DR
SHELBY, NC 28150

Daytime Phone:

(760) 808-1332

Evening Phone:

None Provided

Fax:

None Provided

Email:

Familyvanhook2010@gmail.…

Business Information

Business Name:

Accent Comfort Services, LLC

Address:

Charlotte, NC 28269

Phone:

(704) 509-1200

Complaint Details

BE WARE!!!! THIS COMPANY IS FRAUDULENT ! MY WARRANTY SENT THEM TO REPLACE AN A.C UNIT. MY FIRST CONCERN WAS THE VERY YOUNG MEN ONE WHO COULD HARDLY GET A WORD OUT WITH RED EYES. I WAS TOLD THE JOB WOULD TAKE 8 HOURS. AFTER 3.5 HOURS THEY WERE GONE. IMMEDIATELY I NOTICED MY NEW UNIT WAS NOT COOLING AND NOW A SEPERATE UNIT THAT WAS FINE WAS NOW NOT WORKING. WHILE GOING TO THE BOILER ROOM I WAS HIT WITH SHOCK. LEAKS CVC PIPES HANGING ON BY MY HUSBAND'S TAPE THEY GOT OUT OF HIS TOOL BOX FROZEN PIPES SCREWS FILTERS BASICALLY EVERYTHING LEFT IN SHAMBLES . NOW I HAVE NO AC AT ALL. I CALLED MULTIPLE.TIMES AS THE LEAKS WERE GOING INTO MY FINISHED BASEMENT . FINALLY, AFTER TWO DAYS I WAS UPSET THEY TRANSFERED ME TO THE owner WHO INSISTED I WAS LYING. THEN WHEN I LET HIM KNOW I WOULD BE FILING A COMPLAINT WITH THE BBB-sueing him unless they fixed the issue that day , he said he would not send anyone here because I was threatening him all the while he was screaming and cursing at me a mom with small children in a house with no AC after 8,000$ . I just had another verified company come out to access the damage and his team set up the coils on a unit that was not supposed to be touched and because they left all the parts off it froze up the perfectly good unit. DILLINGS HEATING AND AIR saved the day . They came out that morning  spent hours redoing all of accent comforts backwards wrong work, repiped everything,  put all the parts back together  unfroze the coil before it broke and only charged me their diagnostic fee of 80$ ! My suggestion is call Dillings heating and air where their fair and know what their doing , NOT accent air where the owner yells at woman  calls you a phyco for being mad about your property left damaged and both ac units not working after 8k! They stand behind their brand take your money go through your personal stuff and break what's there. Here are the photos of how accent air left my home..p.s yelp reviews don't lie look at this clowns reviews compared to Dillings who has 5 stars

Worst HVAC company out there. Do NOT use them. Had the worst experience with these guys. The 2 owners are only in the business to make money. They will provide with you a list of items that they say are code requirements but if you actually check with the county inspector - they are completely lying. I talked to the BBB and there are multiple claims filed against this company. Please - seek any other company than this one.

As other reviews, I have been subjected to use this company per home warranty. Been out 4 times for HVAC system issues.  Clueless technicians. They give a different diagnosis for coming back out in order to get the $100 service fee. They are a scam!!! Do NOT Use!!!! A zero star if possible

Like so many others offering reviews, it started with a home warranty call that dispatched Accent.  Handful of plumbing issues, clearly explained to both the warranty and Accent before arrival.  Plumber shows up after rescheduling their initial window.  Walks the house and suggests we do all the work of talking to manufacturers and going to Home Depot for parts before he comes back.  Clearly no intention of actually fixing anything while on site, but gathered the fee, for sure.   After multiple calls and reschedules, a different plumber shows up and repeats what the first plumber did, only adding that the warranty wouldn't cover it, despite what the warranty company has just told us the day before, and here's an $800 estimate.   Clearly, it is their business model, not just a coincidence of who comes out.  Zero stars if I could.

Used via a home warranty as other reviewers note. First appointment was ok-- plumber was friendly and while he wasn't able to fix the issue, he explained what the home warranty would and wouldn't cover and next steps. For the follow up appointment, I waited for the 2 hour window and the plumber never showed. The company says they left me a voicemail rescheduling the appointment (they didn't) and didn't have availability for another afternoon appointment for almost two weeks.

Gunai is the worst customer rep I have ever encountered.
 
Got the appointment via the warranty company. Absolutely worst customer service possible. My appointment was for a water heater made two days in advance, and in the middle of a extremely cold week. Right in the middle of my appointment slot I get a call from the company that I have an appointment for the following Monday, with  no reference to the fact that I was supposed to have a technician at my place at that particular moment. When questioned regarding the existing appointment, the customer service representative Gunai said Well things happen. No apology whatsoever. And when I insisted that I need her name and my new appointment slot for the following Monday she BANGED THE PHONE ON ME and said you can call the warranty company. After multiple calls back to the office based on the call in number I was able to get her name and the owner's contact and my appointment confirmation for Monday. I am yet to contact the owners as they are out!! Will update accordingly.

I would give ZERO stars if I could. I signed up for Yelp just to write this review. I am a new homeowner with no experience in HVAC, so I called my home warranty. They sent out these guys. The tech was super dismissive and told me to just change my filters. I asked him why one unit worked and the other didn't, he told me that I only had one unit on a split system. I was so confused because there appeared to be 2 separate units outside my house. He hadn't bothered to look. He just wanted my $75 service fee. I didn't say anything and let him leave. Fast forward, there are TWO units and the downstairs unit I was complaining about finally bit the dust. In the dead of summer. Thanks a lot!

Paid $74 for service call to diagnose a water heater leak.  Tech recommended replacement of an 8 year old Rheem water heater.  Turns out, the water heater isn't leaking, the flue pipe is leaking rain water from the outside wall.  Called the service department to discuss the mis diagnosis, and potential remedy, and got zero empathy.  So much for good old fashioned customer service.  Very disappointed!

Do NOT trust this company. Not only have they been extremely rude through the process after our air conditioning quit cooling, we have also been over a week without A/C only to have them tell us there is not temporary solution and that we have to wait until the new part is ordered to schedule a date for them to come fix it permanently. This company was given to us by our home warranty company.

We have had to place several calls to get on the schedule for the permanent fix after the part was ordered last week. When we finally got a hold of someone, they made us pay 50% down payment for charges that were never discussed when the technician was out at the house before we could get on the books. The only way we agreed to pay was because it was refundable. THEN, they told us they can't come out for TWO WEEKS. This would be 3+ weeks total without air conditioning. Feels like we were held hostage because we were going through our home warranty.

Feeling this wasn't right, we called another company for a second opinion (that we paid $150 out of pocket for). They came out same day, were extremely helpful and put in a temporary fix that this company said they couldn't do. AND, he said we don't need to order the expensive new part or do any of the things this company said we had to do to get our AC back on.

Do NOT use this company unless you want to be lied to, nickel and dimed, or taken advantage of. Extremely disappointing.

Wayne from Accent has fixed both my my heating units. He is very knowledgeable, prompt and so courteous. He is a true professional in every way and I would not hesitate to recommend him. I am also very impressed by the other staff members from Accent. They really try to help their customers out.  I highly recommend this company.

We were forced into using this company as our (first) plumber through our home warranty company when our hot water went out. Trey came out and was immediately thrown by the Code 11 error our tankless water heater threw up. We had to Google it and tell him what it was- something to do with the igniter. He immediately (and wrongfully) assumed that it meant a gas leak and didn't even bother taking off the front cover. Just told us to call the gas company and then call them back if that wasn't it. Well, it wasn't (after the gas company dug up our lawn) and trying to get them or any other plumber back out through our home warranty company was a nightmare (30 minute wait times). We finally got another plumber to come out and waive the service fee- he tightened the igniter, water got hot, and he went on his way. The fact that Trey didn't even CHECK the igniter when that was what the code clearly said the issue shows his incompetency and the incompetency of the company.

Bad plumbing experience, a 5 minute assessment (this is from time at front door until I paid and he left) cost $74 and the plumber told me what the problem was before he got to the bathroom. Once warranty part comes in can charge another $185 to repair, they could have accessed the problem over the phone. Accent Comfort came as a recommendation. I won't use them again.

We were referred to Accent Comfort Services by our home insurance company.

At first it started off well - after work I had a missed call from a customer service representative asking me to call back to schedule my appointment. Initiative, I like it! However the next day I answered the phone to a different customer service agent telling me they had scheduled me for 2-4 on a day that did not work for us. I explained to her that we couldn't make that work and begged for an after 4pm (or even 3:30) or weekend appointment. She informed me they only did those appointments during their busy season. So you have someone trying to give you business during your slow point in the year and you can't even try to reach a compromise?

My boyfriend rearranged his busy work schedule so he could be at our house between 2pm and 4pm this Thursday. Then today I received a call to inform me that they would no longer be able to keep that appointment. The technician would be running early. Now we are scheduled between 12:30 and 2pm. I told her that really did not work for us that someone had rescheduled meetings specifically to keep that appointment. The customer service representative said there was nothing she could do and if we couldn't make 12:30 to 2 work we would need to have our insurance company refer us to another service provider. Which we gladly have done.

I fail to even comprehend why a company would throw away business during their slow season, especially with an appointment they set. Their only reason for breaking the appointment seemed to be that the technician didn't have enough work to keep him until 2:00 and was unable to wait 1.5 hours between 12:30 and 2:00 to honor the agreement we had made. What a terrible business practice.

had no hot water.  I had the gas company come out and he said it was a problem with my thermostat on the heater.  My hot water heater was still under warranty for parts.  I was able to get the part and my brother replaced it for me.  We were still unable to get the pilot light to stay lite.  So I called Accent because they were mentioned on the Rheem website.  I wasn't sure if there was something else going on inside the heater.  The guy came out and was able to light the pilot light in less than 5 minutes.  I am not sure if it just needed time for the gas to start flowing again or what.  They charged me $150 to light the pilot light!  It was ridiculous.  I wish I would have tried to relight it myself before the technician arrived.  I would have saved $150.

After waiting all weekend for a plumber covered by our home warranty to finally come out, he is here for maybe 10 minutes, states the obvious and is unable to actually diagnose the problem and recommends calling another plumber!

First, he suggested putting a cap on the open pipe where the sewage was coming out in the basement. I asked if he could do that and he said he didn't have the piece and told me I could go to Home Depot and find it. I told him I didn't want to, that's why I called a plumber.

Second, I asked if we were to cover that opening, won't it come up into the house and he said yes, it'll probably come in the showers first. Then why would we cover it before figuring out the problem was? I asked if he could figure out why it was backing up after no problems for almost a year and he said we would need someone to look in the pipe with a camera which apparently he doesn't do. I realize nothing is ever actually covered by the home warranty, but I expected my $75 fee to go toward the actual repair or at the very least a diagnosis of the problem.  

Instead, I essentially paid $75 to have someone tell me to call a real plumber.

They get 2 stars instead of 1 because I don't think the guy was a bad guy, he was nice enough. Just didn't seem to want to do any work.

Please dont't get involved with this company!
Working with this company and Total Protect Home Warranty on THE SAME CLAIM since March 2017! Now I'm the designated person to wait for them! The stress is killing us all!

I've used Accent's services for over 10 years and wouldn't use anyone else.  They've always been professional and have always been considerate of my cost concerns.  Both the office staff and technicians have been thoughtful of my scheduling needs and made sure I was aware of any changes in arrival time.  I have found them to be very responsive and have serviced my HVAC needs to my satisfaction every time I've utilized their services.

Terrific service with a very knowledgeable and honest technician.  We will continue to use them for our HVAC and plumbing needs!   Life savers when our AC went out on a hot day!

I own an older home in the Myers Park section of Charlotte.  For many years I  have had trouble getting proper heat and air conditioning on my second floor.  I have tried other companies with poor results.  A relative recommended Accent Comfort Services, and after getting proposals from three other companies, I finally hired Accent.  By golly, I made the right choice!  They fixed my problem, and I am very happy.  Their price was reasonable, and their service was excellent.  I will most certainly use them again, and I will recommend them to others.  This was a five star job!  Many thanks to Accent Comfort Services!

I was unfortunately in need of their services twice in one week. One hot water heater issue then the next day I had an air conditioning problem. I don't understand how anyone could possible use anyone else. They had same day appointments both times I called. The techs were both super nice, courteous, and professional. They would answer any questions along the way and one guy even gave me some tips to help make my hot water heater last longer and showed me how to do it. Both techs were super quick in diagnosing, explaining the problem, best course of action for repair, and fixed it same day. I guess I was a little lucky with parts being available, and my luck normally sucks with that kind of thing. Neither one tried to sell me anything I didn't need, or tell me I should replace everything,  etc, that I have had on the past. I might sound like a commercial, but if you have a plumbing, electrical, or hvac need, there is one place to call.

CROOKED COMPANY BEWARE!!! Been out numerous times and problem never fixed and now has totally ruined our floors causing mold from them not fixing the leak.

The owner Frank hides behind his techs who lie- I caught them on audio and have witnesses to prove the lies..

Do a search on this company and you will see how bad they are-- BEWARE- Keep an eye out for a News Story on this company.. We offered the owner several times to come out and look for himself but he wont..

Bunch of Crooks- Clueless Employees and an owner who cares about getting his money and screwing over the customer!!!

This service is absolutely terrible. They will lie to you about appointment times, hang up on you if you have an issue, and management, including the owner Frank offers no sense of empathy or solutions to customer issues. DO NOT USE this company, as I assure you that you will be disappointed and waste your time when you could have used someone who has QUALITY employees. THIS IS THE WORST SERVICE I HAVE EVER USED IN MY LIFE. DO NOT USE, DO NOT USE, DO NOT USE, DO NOT USE, DO NOT USE!!.

I WISH THERE WAS A RATING BELOW 1 STAR BECAUSE ACCENT COMFORT SERVICE DEFINITELY WOULD DESERVE THAT RATING.

I have nothing but praise  and thanks for Accent Comfort Services. I woke up to having no heat in my house. I called them right away. The appointment was quickly scheduled. The technician also called beforehand to tell me he was on his way. As a new homeowner of an older home, I don't know the history of my furnace. The technician could have taken advantage of that situation and sold me parts and service I didn't need. Instead he was completely professional and skilled. He got the furnace working quickly without problem. I was impressed that he stayed to make sure it was properly working. I was not overcharged. It's nice to know that Accent Comfort Services is there for people in times of need. I highly recommend them.

I have receipts to show this company has been to my house 6 times in 2 months.  My central air has yet to cool my house to a comfortable temperature.

I bought 2 A/C units and had my heating system replaced as well. Accent was helpful at first, but that quickly declined during the two month saga of installing my heating and cooling system. They required 8 trips to my house which made me use 7 days vacation.

Day 1. Installed some of the system, but couldn't finish because they brought the wrong units.
Day 2. Finished 75% of the work. A/C units working. Roofer not available to install heating
Day 3. A/C unit no longer working, technician sent to find root cause.
Day 4. Fix problem with A/C. Again roofer cancels
Day 5. System Completed.
Day 6. Inspector scheduled for visit - NO SHOW
Day 7. Inspector shows up, states the gas was never turned on.
Trip 8 (after work). Technician turns gas on and tests the systems. System Complete...for now.

I would recommend holding the payments until the system is fully inspected and functioning properly. Also make sure you have a plethora of vacation days since they only come during weekdays. If you factor in the 7 days i needed to stay home (@30/hour) that is an additional $1680 spent.

First visit they replaced the board on our furnace. A couple weeks later, no heat and freezing weather. I called before they opened and was told that someone would get back to me once they opened. At that point, I had to call and was told within thirty minutes someone would call me back. Over an hour later I called and was told at least an hour before I would get a call back from a scheduler and nobody would be able to come out today. Very disappointed in the customer service. We are having freezing weather and need to find an alternative to heat with a toddler in the home.

Great service on a very complex job - they stuck with it, followed up and fixed my hot water problem in a very professional way.  Over the course of several months, I met 6 different plumbers from their staff - all were knowledgeable, prompt and courteous.

I would never use this plumber.  They were absolutely dreadful. The office staff have little or no idea what they are doing and although the first plumber they sent to my house did fix the first leak the 2nd plumber they sent out was in such a rush to get in and out that he said there was no leak and left the water turned on and flooded the house.  They they refused to come back and fix the second leak and the office manager hung up on me.  I am a professional person in the service industry and I cannot even imagine treating my clients the way I was treated by this company.

After calling Accent Comfort Services to check my AC not functioning properly, I was given the diagnosis that the TXV needed to be changed (quoted an estimate of over $700 to get it repaired).  I called another company which checked the TXV and concluded there was nothing wrong with the TXV.  The problem was the damper was in the closed position and the thermostat was bad.  After repairing those problems diagnosed by the new company, my AC worked properly as it should.  Not only was I given the wrong diagnosis by Accent Comfort Services, but refused to refund me the misdiagnosis claiming they can't do anything due to some time passed by even though I have proof of everything that was done and they can check for themselves. Moreover, I had called them more than once to be emailed a receipt of the charges for them coming over and giving me their diagnosis (since I was calling from out of state)...needless to say, I still haven't received any.  Takes a bad experience to learn.

I scheduled AC repair service with Accent through my home warranty company last Monday and was told the first available appointment would be Thursday at 8AM.  I asked for a later time on Thursday since I could not be home at 8AM due to work and was told by the receptionist that they could move my appointment to 10AM instead.  I confirmed again with her and with my home warranty company.  Fast-forward to Thursday and they called at 8AM saying they were on their way despite my appointment change.  I told the tech my appointment was at 10 and he said not according to his schedule but he'd call the office and they'd figure it out.  I didn't hear from them again until over 3 hours later and it was the same receptionist that moved my appointment!  She said they had no record of the change and could come back out to fix my AC on Saturday.  I asked to speak with a manager and she said I couldn't.  One of the owners then came on the line and indicated that while he had the power to send someone over immediately, he would not because his guys were busy and he would not move more customers to fit me in, even if the error was on their end.  I asked him why it took so long for them to call me back from 8AM and he didn't know.  I also asked since his tech clearly had an opening today since he would likely finish early, why not send him back over when he's done?  He said no, he wouldn't do that.  He promised then to take a look and try to figure something out and I never heard back from him.  I would not recommend Accent for any service whatsoever as they definitely do not know how to keep a schedule, do the right thing when they mess up, and they really do not seem to care about their customers at all.