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

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

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

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

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.

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

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

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

PAINFUL experience...tech came out in less than an hour on a Saturday evening which was amazing! My condensation line drains into a bathroom sink and due to hair in the drain, the safety switch on the drain pan turned off our cooling system. The tech cleaned out the drain, even showed me the hair he removed. He said the condensation drain isn't covered under warranty but he wasn't going to charge me, even after spending an hour correcting the problem. Amazing!! 36 hours later my kids found 2 inches of water in the vanity under the sink he worked on. A drain plumbing company came over to sell them pipe shield maintenance treatment, as previously scheduled, about an hour or so later, and reconnected the drainage pipe as a courtesy after charging for the pipe treatment. Trying to spare me angst, my kids did not tell me about the situation until I got home from work. I then called Kort at Collins Comfort Masters who said he would send someone over to fix the problem. I told him the pipes were fixed but I now had water damage. He said they use a third party for this and would get back to me. I called back the next day and they basically told me it was impossible for their tech to be responsible because he does not touch the pipes, only the condensation line. I worked with Robert the service manager who asked for an invoice from the plumbing company confirming their findings. This was sent to Robert nearly a week ago. He has already refused to speak with me on one occasion after the invoice was sent, but I haven't called back yet. We are due to demolish our bathroom and at this point are having to pay out of pocket for their tech's error which resulted in the damage. Due to their delay we are now concerned mold is growing in our walls which will cost even more to get rid of. read more

What a difference the customer must make! A 2 day job turned into a 2 WEEK nightmare. Not exactly the Costco vender service I'd expected. If you're not on them, watch out. If you are on them, they will take care of things, but if you're not proactive and assertive you'll be up Sh_t Creek in a chicken wire canoe, without paddles or gloves. I hope that paints an potent picture. I don't want other to experience what I did. Collins Comfort was on time, matched a competitor's diagnostic fee, and Don their technician was thorough and professional. read more

See all

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

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.

What a negative experience! Service guy said need a new AC unit (not convinced that's so) & set appointment with salesman. The office folks have no clue what ORGANIZED means! They do not effectively communicate with each other and certainly not their customers:CLUELESS! Left me with no idea what was going on. They seem dazed & confused. Despite paying them $89 for service call no repair estimate provided even though my AC still works -just blowing air that's not as cold as it should be. UPDATE: POTENTIAL CUSTOMERS BEWARE! Added refrigerant & AC is working great. After Collins tech told me : "There's nothing we can do. You need new unit. " Mr Mariano, while I can appreciate your inquiry regarding my recent experience with your company I am not going to waste any more of my time on this matter. If you truly do not know what's broken then it's even worse than I thought. You will NEVER hear from me again-GW read more

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

UPDATE: Stephen came out to do a check up on our air conditioning units. I was kept up to date on the arrival time for the service call, and when Stephen arrived he was patient while I explained our concerns. He was thorough when checking the attic and a/c units. He answered all of my questions and didn't pressure us to buy anything, which was a huge relief. I really appreciated how easy and stress free the entire process was! We had Matt with Collins Comfort Masters come out to fix a leak in our bathroom. Both the office and Matt were great at communicating, and updating us on the expected time of arrival for the service call. I really appreciated that so that I wasn't stuck at home all day, like with most companies. The repair was done quickly and Matt cleaned everything up when he was done. Overall exccustomer experience!! I will definitely be recommending Collins Comfort Masters to our friend and family. read more

Collins installed our new AC. They did a fabulous job! They installed it in 2017 and we have had them service our system since. The unit itself has worked perfectly! David Dunbar came both times to do our service. HE is beyond nice! Very thorough! He explained everything he was going to do and asked several times if we had any questions. I would not hesitate to call them or refer them for any service needed! read more

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

This was the most amazingly professional install I've ever experienced. Chris G. And his team were meticulous and hard working guys who replaced a 40 year old antiquated HVAC system with a brand new, upgrade, to of the line system. With temperatures in the 100s, this team worked tirelessly in a super hot and super filthy attic and when completed they cleaned up everything. Chris created a punch list of items that needed to be followed up at a later date. It was clear that my satisfaction was their priority. They exceeded my expectations 100 times over. Last bit not least I am thrilled with my new system and I know I made an excellent investment in my home. Thank you to all. Note: My system was installed on Friday and first thing Monday morning one of the managers called me to check on my install and followed up on the loose ends that were on the punch list. Great service start to finish. read more

I had a new HVAC system installed on June 1, 2022. (It has a whole house filtration system.) It is now August 16, 2022 and I have had nothing but problems with it since it was installed. They have literally been out every 2 weeks to "fix" the issue. The system freezes up and stops cooling, For weeks ALL I've heard from them was it was the filter is too dirty. THE FILTER!! AFTER 2 WEEKS!! NO A/C unit on earth needs a filter changed every 2 week!! There is something seriously wrong with a unit that needs to have it's filter changed every 2 weeks!! My old system would need its whole house filter changed once a year! Why does this system need one changed every 2 weeks. I am 100% NOT a happy customer and would highly recommend you avoid this company and it's HVAC systems at all costs!! I am left wondering how long will it take before they realize the system is a piece of s**t and replace it. read more

Once again, Collins has proven itself to be the best HVAC contractor in the Valley. I'm a longtime customer of this business, dating back to 2005 when I had an AC emergency in my previous home in Chandler on a Saturday evening in mid-summer. Since then, I've purchased two units from Collins and have used them for all maintenance. No upsell, no unnecessary work. Just an honest company doing a good job. Yesterday, our 2-1/2 year old unit purchased from Collins started blowing hot. I called and a technician was on-site in an hour and a half. The tech's name is Anthony and he's a great guy. And he really earned his pay yesterday, having to drive to Phoenix to get a needed part for our unit. All the while he kept me in the loop as to what was needed and the estimated time of completion, which went into the early evening. The piece de resistance was that Collins management decided to comp our repair, estimated at $1300. Our unit was six months out of the warranty period, but Anthony and his boss decided to save us the expense, as Anthony put it, "standing by our products". I've never seen that kind of gesture from any business, ever. Needless to say, I'm glad Collins Comfort Masters is our AC contractor, and I'll never use another company as long as we live in the Valley. Great service, caring employees, good value. This is what American business should be about. Well done and thanks, guys. read more

Talked to several AC dealers including Collins, before making my choice. They were very professional and did a fantastic job from the sales to the install. Installation was on time and they did a great job of getting the unit installed even on a very hot day in as little time possible. Installers were very polite and very professional. I love the WiFi thermostat and I'm sitting here enjoying the lower electric bill. read more

Collins came out Saturday and diagnosed the problem and had to order the part Monday morning . I keep calling Collins to see if the part has come in and they say that they will contact me when it does come in. I have tried to get ahold of the parts people to see if they can tell me if the supplier even had the part in stock. Operator says can't transfer the call to parts. Even asked to speak with GM or owner and again was told they could not transfer the call. All I'm getting is the run around. I was in the parts business for over 35 years and when I had to order parts I was always able to tell the customer that the part was in stock and would be delivered that day or the next if it was available. No one seems to know anything at Collins. 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.

2 years ago, my neighbors and I, purchased a pair of air exchangers and compressors from Collins through Costco. We had shopped around and it was a competitive deal. Our salesman was less than representative but through comparison with our neighbors we went ahead with the $16, 000 purchase. There were some bumps but after 23 years of the old system, we were satisfied. Our neighbors, not so much, but that's a tale for them to tell. Our installation was in June of 22' and all was fine until the winter. No heat - Collins came out and "so sorry, forgot to turn on the gas". OK, easy mistake. Fast forward to now. 4 days ago, one of my units (have one for each side of the house) stopped blowing cold air. Outside temp. @ 110+ degrees. I called Collins Tuesday morning 1st thing and was told someone would be out Thursday. Forward...Thursday @ 1:30pm I have not received notice of any pending appointment. Called, spoke with Joe, "so sorry, looks like we can't get out there for another 2 days". I ask, "were you going to call?", nothing. My neighbor, that had their unit repaired, called to say it had already stopped working - 14 hours! Their next repair appointment is now 8 days down the road! So, Collins is apparently installing crap OEM equipment, utilizing untrained technicians to service said equipment as well as entering into agreements with mass retailers without sufficient infrastructure to handle the volume and problems. The icing on the cake is their management is ill equipped to deal with the customer service and relation issue their company creates. Run, don't walk away from Collins. read more

Great customer service! They have the part in stock and can have it installed within days amazing! Especially in this day and age.Cirilo and Edgar were so professional and patient! I've been working with this company for 15 years and they've never let me down! read more

When your ac unit is out in the summer, it's an emergency. We ordered new ac units for the whole house and they arrived at the warehouse and were brought to our house in only a few days. Our installers,, Chris, Edgar, Efrian, and Blayke, were beyond great. They were professional, kind, and courteous the entire day. I highly recommend Collins Comfort Masters for all of your air conditioning needs. read more

Great experience! Found them thru Costco and they did not disappoint. From sales with Corbin (best price out of 3 bids) to installation; everything went smoothly. Our installation team was: Matt/EdgarB./Dan/Carlos/ Shay & Mason. Dream team! We had to move the location of our condensers and they were very thoughtful and strategic about the new placing. Super polite, prepped w/coverings over stairs/ desks etc, worked diligently all day and cleaned up when they left. Matt constantly kept me updated as to what was going on. Whatever they are being paid, they deserve a raise! Highly recommend! read more

Our air conditioning unit went out on Friday night. Because the weather wasn't too hot we decided to wait and call a couple of places on Monday. In the meantime we asked a couple of our neighbors who they used to replace their ac. Both of our close neighbors had used Collins Comfort Masters. My husband called Collins and one other company on Monday morning. Josh from Collins showed up Monday night and sold us not only on an ac unit but on the Collins Comfort Masters. Josh was knowledgeable about the products but also he was just a nice, pleasant young man. The installers, Ty K. and Thomas L. showed up the next morning on time with everything they needed. They were very efficient and nice young guys. Before they left we had a working unit, they made sure we knew how to use the thermostat, helped us get it set up on our phones. Today, we got a call from the company asking us how everything went. We were very impressed with the company and the people that work for the company! We will definitely advise anyone to use Collins Comfort Masters. By the way - the other company we called did call us back when the new ac unit was 75% installed. read more

Their Customer service is BAD! They told me they would call back 3 times and still waiting. Watch out!

They merged with All About Water who we use for our water softener and RO water. We ended up putting in a new HVAC before Christmas. They were great and so far the system is as well. Nice people and very prompt with system installation. I would definitely recommend them ! read more

So a year and a half after my install I needed some unrelated work done and it was discovered that they didn't block off the end of my trunk lines and I had been cooling my crawl space for well over a year. Not to mention that they ground mounted my unit and didn't lift it up so I ended up with water (like gallons of water) in all of my vent tubes. Solid work if you want to pay it have it done again! Next time I'll just use Elite Ac and plumbing. At least their work lasts. read more

My contractor let them in my vacant condo to look at my AC. They didn't bother calling me with a quote before doing the work as I requested. They were on site for about an hour, installed a pump that was $50 on Amazon then called me for a credit card for $800! The service tech couldn't leave w/out payment so I gave it to him then made FOUR requests for someone from the office to call me to discuss......still waiting! read more

Good service 6 years ago. Today waited over 7 hours and he never showed up. My window was supposed to be 8-1. Called before 1 and they said it would be after 2. Called after 3 and canceled. Poor customer service. They act like my time is not worth anything. read more

Collins Comfort Masters gave is an exceptional service and product. The sales Rep Aaron was knowledgeable, had great answers, easy to work with and not pushy. He gave us a great deal that beat out 3 other mid level systems. It was installed in less then 24hrs by a solid crew Kaiden, Mathew, Thomas, Josh, and Ty. They kept me updated, did a complete cleanup and walked me through of the entire system when done. They were pet friendly and just plain friendly. Really top notch team from Start to Finish! read more

I am disappointed in this service so let me explain. First, it was determined by the tech that I have a leak in my copper A/C lines. The tech proceeded to install 4 pounds of Freon into my system for a $240 charge, in addition to my $59 special 21 point inspection charge. He then asked if I wanted a leak test for another $300. I called a competitor and I was told that THEY offer a FREE leak test because they want to show goodwill in the event I decide to purchase a whole new unit for upwards of $7,000. I declined the leak test because I will probably have the other company come out for my May 2019 check-up instead. Second, I am used to getting a written statement or estimate but instead I gave the tech my Mastercard on Thursday and didn't get an EMAILED statement until the following Monday when I called the office and asked for a receipt which they promptly emailed to me. I am looking for venders who go above and beyond (just a little bit) and I was disappointed that this did not happen here. read more

Collins Comfort Masters installed my new Lennox system I purchased through Costco. Garrett and Bryan provided arrived at my house and provided me my estimate. They were awesome and very thorough. My installation was completed in about 6-7 hours thanks to Matthew, Silvano, Edgar, and Daniel. These installers were nothing short of professional and respectful. They showed up, got to work, cleaned up after themselves, and didn't attempt to pressure me into any service plans or up sales. Concluding the installation Matt made sure I knew what exactly they completed, even showing me photos of the work they completed in the crawl space. Thanks Gentlemen, you guys did an excellent job on the install! Monty, appreciate the seamless transaction and the completion of all the paperwork! And thanks for stopping in on the day of the install to check up on the job. Thank you Collins Comfort Masters!!! read more

Chase came late at night for an emergency call when the tank of our toilet broke and water was spewing everywhere since the shutoff valve was frozen. He did a great job. So good in fact we scheduled him to return to replace all shutoffs in our older home and put in the new toilet, and other plumbing repairs. Due to his excellent work we signed a annual membership which saved us $. Included in this membership were semi-annual inspections of our air conditioners. (We had just had our semi-annual check by our regular company who simply said we needed new ones, to which we said, No Thanks!) Since we were still having cooling problems I scheduled the membership included inspection with Comfort Masters to compare inspections. Josh Wiegel came out. His inspection of our 3 air conditioners and review of his inspection took over half a day and was the most through inspection & educational session we have ever had. He showed us inspection photos including landmarks in our house so we knew the photos were actually ours and explained to us why SRP rates us the worst energy offender in our neighborhood. Our repairs & refrigerant costs have been frequent & skyrocketing. Unbeknownst to us this is due to the refrigerant no longer manufactured and parts being phased out. Other serious issues were addressed as well. Our first replaced unit was scheduled with Ty & Tom. ( I think my husband & I want to adopt them even though they are middle-aged.) They showed great respect for our home; are clean cut, personable, efficient, and seriously know their job. Most astonishing, I thought the trim to the attic access would have to be removed & the hole enlarged. How they got the air handler of the 4 ton unit through that small attic space without enlarging it is baffling. Afterwards they helped register the unit, and cleaned up the workspace. I am writing this review before the next units go in because we are so delighted with the results and the Collins Comfort Masters company. My one complaint: The name. I had heard "Comfort Masters" before & thought they were a mattress company. When the first hiring was with the emergency toilet repair, and the plumber was from Comfort Masters, I said ok ONLY because he was the only one available that late night. It is now my primary service company despite the name. read more

I strongly recommend that everyone stay far away from this company. We purchased 2 Signature Lennox systems through Costco in June of 2016. Turned on our AC on Sunday and upstairs unit was unable to cool to set temperature. Made an appointment online for 12 to 2 on Tuesday. After numerous calls, someone finally showed up on Tuesday at 7:30 PM. He said it was a leak that would take 3 to 4 hours to locate and he could not do it in the dark. He admitted he has only been with the company for a month. I called 7:30 AM the next morning and told we were 3rd on the list for the day. Tanner showed up around 4. Looked for about 15 minutes and announced the evaporator coil has a leak and needs to be replaced. It is under warranty, but they are charging $3,000 for labor cost, refrigerant etc. At this point I suspect someone does not know how to do their job or is lying. He said he had to type up our receipt and it would be emailed to us. We have yet to receive it. At 4:30 on the following Wednesday, scheduler called and said someone would be out early this morning (Friday) to install evaporator coil. At 9 AM, received a call that the do not have any workers today and have to reschedule for Monday. I am still waiting for a manager to call me. I encourage you to look up Lennox evaporator coils. They use aluminum coils that are known to develop leaks. There has been a class action lawsuit. The Wrench Group LLC acquired Collins Comfort Masters in October of 2020. Wrench Group also appears to own Parker and Sons. Costco needs to reconsider their relationships with Lennox and Collins Comfort Master, as these companies do not represent the quality Costco is known for. read more