Comfort Generations was hired as a third-party installer through Home Depot Project Loans for a…read moreheat pump installation at my home three years ago. The installation replaced an old oil furnace, and at the time everything appeared fine. Unfortunately, my experience since then has been extremely frustrating and disappointing.
In March 2026, my heat stopped working during a weekend when temperatures were in the 20s. Because it was an emergency, I contacted a local HVAC company that was nearby and able to respond immediately. After diagnosing the issue, the technician discovered the condenser had completely leaked out its refrigerant. During the inspection, he pointed out that Comfort Generations had reused the old underground line set from the oil furnace installation instead of replacing it properly. The old line ran underground, through a brick fireplace, and into the basement. Even worse, the original copper line was 3/8", and Comfort Generations had adapted and soldered a 5/8" pipe onto it to make it work.
The technician explained there was likely a leak somewhere in the inaccessible underground/fireplace portion of the line set and recommended replacing it entirely with a new direct run into the basement. I agreed, and he replaced the line set the next day. The system was running again by that afternoon.
However, the very next morning, the heat stopped working again and the unit would not turn on. The technician returned within hours and determined the TXV valve was likely defective and needed replacement. Since the system was only three years old, he advised me to contact the original installer because the part should still be covered under the Lennox manufacturer warranty.
I contacted Comfort Generations, and they sent a very inexperienced technician who spent nearly four hours on the phone with technical support trying to diagnose the issue. In the end, he claimed the line set must be leaking -- despite the fact that it had literally just been replaced because of the improper original installation. He left saying he needed to speak with his manager and that someone would contact me regarding warranty coverage and repairs.
No one ever called.
After nearly two months of hearing nothing, I contacted Home Depot directly. During a three-way call, Home Depot instructed Comfort Generations to contact me. Within minutes, someone from their office called and had me explain the entire situation all over again. I was told the field manager was out of the office, but once he returned they would discuss the situation and call me back to schedule repairs.
That call took place Monday morning, 5/18.
By Wednesday afternoon, 5/20, I still had not received a callback, so I contacted the office again. I was told Amy handles service calls and was out of the office, but that she would call me the following day. I was also told the field manager would contact me and they would reach out to Lennox.
It is now the end of day Thursday, 5/21, and I still have not received a call from Amy, the field manager, or anyone else from the company.
Meanwhile, I've been forced to rely on emergency heat during colder weather, resulting in astronomical electric bills, and now that temperatures are reaching the 90s, I have no air conditioning either.
After researching online reviews, I found multiple customers reporting the exact same issues: lack of communication, unreturned calls, repeated delays, and going months without heat or AC while waiting for service.
This level of customer service is completely unacceptable. I would strongly caution anyone considering using Comfort Generations, especially through Home Depot. Unfortunately, they appear to be the primary Lennox dealer contracted through Home Depot in this area.
