Home Comfort Alliance - formerly MM Comfort Systems

So like many others here, I went through Costco to have a new central A/C unit installed. I typically associate Costco with great customer service, but my experience with this company was anything but.

I'm satisfied with the fact that I now have central A/C installed but that's about it. Communication and customer service was highly lacking as well as professionalism. The following are a few things that ruined my experience with them.

1) Upon re-installation of my pre-existing furnace, the heat was no longer working due to 2 issues, only 1 of which they fixed, but only after I had diagnosed it myself. I had informed them of the issue and they still took 17 days to resolve that issue. Luckily during this time, I did not need heat for my newborn son, but if I did, I would have been out of heat for over 2 weeks.

2) The original installation took a bit long and so upon completion of the job, I didn't get to do a thorough inspection of the job as it was already late in the day (7pm) and I was trying to get my kid to bed for the night. The next day, I noticed that where the furnace was installed, there was a fairly noticeable gap at the bottom that subsequently caused the furnace door that I need to open to change the filter to be difficult to open. I mentioned this to them and they pretty much ignored any attempt to fix this as they were more focused upon "fixing" issue 1 above.

Here's a timeline of events:

2022/04/20 - Service & sales agreement signed
...
2022/09/29 - AC installation completed (Antonio & Samuel - I think). Furnace wasn't working when they left after installation completed at 6:30pm but AC confirmed working. Post installation inspection by myself after they left for the night confirmed that the hot surface ignitor was broken.

2022/10/01 - ME = Emailed back saying furnace ignitor was broken as a result of the install & even gave part # needed included pictures of somewhat sloppy install where lower furnace panel had gaps and panels felt forced together. Asked if anything could be done to rectify the gap in email.

2022/10/03 - Received a reply saying someone could be out on 10/04 to diagnose the heat not working issue and completely ignored my mention of the gap at the bottom of the furnace.

2022/10/04 - Sean - post-install service tech arrived & confirmed that the ignitor was broken as my email originally stated "Took notes" about the gaps in the furnace panels

2022/10/07 - ME = Emailed them to ask for an update on status of part replacement since I had heard nothing since.

2022/10/10 - Received a response saying that part has been ordered & that it would arrive by end of week latest (10/14)

2022/10/15 - ME = Emailed them to ask for an update since I received none previously

2022/10/17 - Received a response saying that a tech could be there on 10/18

2022/10/18 - Sean - replaced the furnace ignitor but still wouldn't ignite. Took some notes and said someone would be able to contact me & even come out later that day to perform a service call to diagnose & fix the furnace but didn't inform me that it would be an additional service charge to do so. He was very sloppy with screwing back in the ignitor and instead of aligning the screws, used a power drill & sloppily angled in the screws. Had a phone call later that day where they denied being able to come out to service/fix the furnace and that the furnace problem was "not theirs to fix." Would have an additional charge to have someone come out to diagnose the furnace not igniting.

I eventually diagnosed the problem myself to be a shorted control board which I believe was due to the A/C installation process, but I don't have hard evidence of that.

I was able to find a replacement control board and fix it myself as I felt it would take too long and cost too much for them to fix seeing as it took them over 2 weeks to replace an obviously broken ignitor and I even gave them the part number needed.

Drew & Jason did the professional install.
These two worked hard getting the furnace up in the attic. They had to cut the access opening a little wider and they did a clean neat job and not tore up the access hole. I was afraid I would need to replace the whole ceiling but it was very minimal, just a touch up needed later. I had many questions about the system and they were very detailed with explaining it and how to operate the new system.
I even asked Jason to take a look at my gas fireplace for an opinion. Also, Drew explained to me what a heat pump was and what is was needed and used for.
To summarize a long story, the two (Drew & Jason) did an excellent job with their craft. I went through the COSTCO program and MM Comfort Systems made it happen. I am liking my iComfort E30, I can monitor the house comfort anywhere in the world, while I'm out
Snowboarding or Surfing! 🏂❄️🏔🏄‍♂️🌊🏔
Mahalo and Thank You!

Also want to Thanks Hannah for doing the registration for me which gave me another 5 years of warranty time for the heating system.
She also set up the post install inspection with City of Renton for me which only took about 10 minutes or less.

Also, Tom Dempsey, who did the initial consultation, and explained thoroughly in detail to me the 3 different Lennox models that would suit my heating needs.

MM Comfort Systems installed a Mitsubishi ductless heat pump at my house recently. The house was originally built with hydronic heating, so the mini split is an addition and provides AC plus a second option for heating. Had a very good experience with MM. The salesman, Russel, was very professional. The installers, Sam and Antonio, did a really nice job on the install and the installation looks extremely tidy. I can't comment on the long term durability of the Mitsubishi at this point since I've only had it for a few weeks, but so far its performing very well.

Got nothing to say but the best interaction I’ve gotten from a contracting company. We went thru Costco to get a new gas furnace and ac setup. Drew, Jason, and Jeremy was my main crew who did the install. I had to work during most of the install but Drew always contacted me with any issues that came up and also let me decide where I wanted things to go. I thought that was very nice because most people would just do whatever that was easier for them to get the job done. I had a gas line installed to the meter also, I didn’t get to meet him nor the electrical guy but they both also did an amazing job.

Update: forgot to mention that I had a hard time getting ahold of the sales department. Left atleast 3 Emails until I got a answer back. Wanted to add another product to my system but I’m waiting for a email response. The install crew were too notch. But the sales side and appointment side, not so great!

Joseph and Jason from Home Comfort Alliance came out and did an amazing job installing our new furnace/heat pump combination system. We booked them through the Costco referral program and the price was excellent. I would definitely recommend them to anyone, and look forward to working with them again in the future.

Bought my AC from Costco. They came in as separate crews for electrical and mechanical. You know these guys are the pros when the job is done quickly and neatly. They raised the furnace to make room for the new AC unit. Joey & Alex did a good job and explained everything. Even fixed my thermostat so no more batteries are needed. Everyone I interacted with was courteous and professional, starting from the first walkthrough. Very happy with the installation.

We purchased a New furnace and a/c unit . we had a couple other bids and Home comfort had the best pricing.
Our sales person Brandon Roberson was the first person we met with home comfort . he came to our home explained everything to us. he gave us several different options to purchasing the ac and furnace. he was very knowledgeable and helpful through explaining what the different option had comparison to the others.
He also explained how the whole process of purchasing , install and permitting would be handled. very helpful. which they applied for all permits for you . which other companies didn't.

once the 2 installer came they explained to us what they would be doing and walked through what we would be seeing . they got to work and WOW what a team . they communicated and where talking and helping each other out. It was nice to see a great team. they got our new furnace up and running first day . Mind you that out furnace is in our attic and they had a big task getting the old one out and the new one up there. it was a 2 day process as the ac unit was going to be brand new for our home so had to get all new ducting and wiring. they came out and just started perfectly where they left off and double checked work from the previous day . working perfectly.

then they completed and told us of the next step of the next crew to come and finalize the wiring . which 3 electricians showed up with an hour of the 2 installer completing the install work. we helped them out by already having a box from an old Hot tub already back there to attach the new ac to since no longer have the hot tub. so they had a quick install and put in an extra electrical outlet for us next to it. Which is very nice to have. thank you . i think they were in and out with in less then an hour for that.
again they electrician even told us of the next steps of the permit approvals going to be happening. All we had to do was contact our local city guy to come out and look and approve. i think even our city guy knows how well of a job this companies does as he said looked really good.
i have called to ask a question and the customer service girl I think Hannah?? i can't remember but she helped walk me through and gave me the number to the city so i could get the inspector out. which to my surprise was out next day . If you need a great salesperson to walk you through the process Brandon Roberson was so helpful. he even stopped by the day of install to see how it was going.

i highly recommend home comfort Alliance

Edit: After having a Manager contact me, MM was able to complete the project to satisfaction. Updating my review to 3 stars - The now completed install looks good, but points lost in that it took 3 separate trips to complete everything as required, and due to the very bad communication lapses for getting the original work corrected.

Original Review:

We booked MM through Costco, and since all the services we used through Costco have been great we thought this would be a slam dunk - this one has been a big disappointment.

The duct cleaning went fine and the install was on time, however once the install was complete and the installers left, we realized the heating was not working - it was only blowing cold air. I called MM and they could not come back until the next day so we had no heating for that evening. It turns out he didn't set up the system correctly and had to make some setting changes on the unit. It only took about a half hour to fix, but it shows that the installer did not properly test the unit before finishing the work, otherwise it would have been very obvious the heating element wasn't working.

The biggest issue I have is with the linehide installation for the refrigerant lines going out to the exterior unit. The salesman and contract for the work specified that the linehide would cover all piping through the interior of the house so that the lines would not be visible, and that is not what we got. The line hide does not conceal the lines at either end of the walls, and on top of that is is not completely flush with the ceiling and is crooked at various locations. The installer said he could not install it any other way due to studs being in the way, but to me this is an unacceptable quality install for a finished living space. Some other solution for linehide placement should be found (or, at minimum, attachments should be provided to conceal the ends).

Even the City of Kirkland inspector who came out commented on what sloppy of a job it was.

I sent photos, emailed multiple contacts that I could find to try to get someone from MM to talk with out about the issue to see what could be done and It's been radio silence. I've left a phone message to their customer support line. I emailed their customer support. I emailed the one contact who originally asked me to send photos of the issue, and when I tried to follow up was notified by an automated message that I was blocked. Not cool.

This company will take your money and leave you with a cosmetically sloppy job, then ignore you when you try to contact them to correct the work. This experience has been beyond frustrating to where even though we have a functioning updated HVAC system, I can't give them more than one star. Cannot recommend.

We went through Costco to get AC installed for our home and Home Comfort Alliance was great from the start. Our installers, Carlos Sr and Carlos Jr, were incredibly professional, efficient, and knowledgeable. They did an amazing job and got it all done in one day. We love our new heat pump and can't wait to use it for AC in the summer.

I had MM install a furnace and A/C for me which went well, the follow up yearly maintenance went ok, I recently requested a quote on a tankless water heater and they required $100 fee to come out after I have already spent thousands!!! No other company has requested a fee to provide a quote.