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Consumer Complaints

BBB Accredited Business since 01/28/2013

Sun Kool Air Conditioning, Inc.

Phone: (352) 484-0387

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Customer Complaints Summary

4 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues1
Guarantee / Warranty Issues1
Problems with Product / Service2
Advertising / Sales Issues0
Delivery Issues0
Total Closed Complaints4

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (4)BBB Closure Definitions
11/07/2014Guarantee / Warranty Issues | Read Complaint Details

Charging for warranted part.
Sun Kool was called out for fan motor in air conditioner. This company holds warrantee on our air conditioner. Technician indicated we needed a new motor in air handler and it would cost this much money and if we joined their Kool Club we would receive a discount in the future for parts and they would service the air conditioner on a periodic basis. So we paid for the motor and the Kool Club membership.

Shortly after, the neighbor had a similar problem with his air conditioner and he called out Sun Kool's direct competition and in a very short time told him he needed a motor but that is was under warrantee.

We called Sun Kool to find out about this and they stated reluctantly that our motor was also under warranty and should have been covered and it was missed by the technician and by their billing people.

They did offer a refund and said it would take 2 weeks which we thought was not acceptable as we paid immediately for service. After 10 days we called again and the person answering the phone could not find any record of this but did talk to (****?) who authorized and said they would put the check in the mail this afternoon.

At this point, we are awaiting the check and have yet to receive an apology from the people we have discussed this with at Sun Kool. We are very sorry we purchased this Kool Club membership and our trust level is very low for future service from them.

I hope they are not trying to collect from both the home owner and the air-conditioner manufacturer?

Desired Settlement
We would like a refund that we were promised as well as a refund for joining Kool Club.

Maybe an apology would be nice too.

Business Response
Contact Name and Title: ***** ****** ******* ****
Contact Phone: XXX-XXX-XXXX
Contact Email: *******
Mr. ********
I am very sorry you had an experience such as the past one and I completely understand how you must feel. Sun Kool has a very tedious process when it comes to all of our customers and we try not to ever make any mistakes but we are only human. Our process would have eventually found out that your part is under warranty and you would have received a full refund immediately when noticed. We have asked our technicians to explain to our customers that during the service call they are to collect for the job and parts so work can be completed. However we want them to know that if or when the warranty is noticed it is not questioned and money is returned. I understand you are not happy with the time process however we put every customer as our priority and each one of them get the top review.I am not sure if we can ever have a perfect system however we try to improve daily. Without our customers we have no business. We value and treasure our customers and there opinions. I am very grateful you have brought this issue to my attention and I have already begun changing things in our data system and for our technicians to notice warranty vs non warranty.I hope that one day we can earn your trust back and be given a second chance and prove to you we are all about keeping family happy and comfortable. Again I am very sorry your experience and hope we have made everything right at this time, however if not please don't hesitate to contact me and I will make sure your taken care of immediately.

Thank you
***** ******

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Sun Kool did send a refund for this part in the lightning speed of over 4 weeks and 4 phone calls after they admitted charging for a part under warrantee. I think my Village neighbors and The Village Warranty Department should be aware of the kind of customer service this company is providing.

Final Consumer Response

10/14/2013Billing / Collection Issues | Read Complaint Details

Overcharge for labor. Labor was changing a motor on a air handler. The total time the repair person was here was 30 minutes.
I could hear our air handler making a bad noise. I called Sun Kool (they installed the unit as a new home)They said they would send a prepair person out that day. Later the repair person arrived, I explained the noise and he said it was a bad motor (he did not listen for the noise). He said the motor was under warranty because it was less than five years old. He bagan to change out the unit and then told me my total cost would be $89. trip charge and $257. labor. I told him I thought that was high, but continue and I would call the company as he does not set charges.

He replaced the motor. His total time at my residence was 30 minutes. I paid him.

I then called the company to complain and I spoke with the service manager who said that they charge a flat fee. I said I thought $500. an hour was excssive, he told me that it was a customary charge in The Villages. I told him that I still believed it was excessive. I said goodbye and hung up.

I believe this conpany is taking advantage of the fact that they installed it and that I would trust them. I think they have a belief that the Old people (senior citizens in the Villages) have some money so they feel it is ok to charge excessive rates.

Desired Settlement
I believe under this situation that the trip charge and $100 labor is more than appropriate. Therefore I would like a refund of $157.

Business Response
Contact Name and Title: **** ***********, Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ************
Mr. ******* called Sun Kool for a service call on his system on 8/22/13. That same day a tech was dispatched and quickly found the issue to be a bearing in the blower motor going bad due to his professional experience.

Sun Kool keeps a very large stock of all Carrier parts on their trucks so fortunately our tech had the motor and was able to replace the bad motor with a Carrier OEM motor under parts warranty.

Mr. ******* agreed to the $89 service call fee and then the $257 to replace the motor. Sun Kool uses flat rate pricing on repairs so that we can give customer up front pricing to set the proper expectations. Most other companies don't even have these motors in stock. In this situation I am pleased that Sun Kool was able to take care of Mr. ******* so quickly before his a/c went completely down. I imagine he would have been very upset to have had to wait on this motor. Sun Kool did nothing wrong but provide quick & accurate service.

Our pricing is very competitive with other companies in The Villages and that is what I told Mr. *******, not that it is a "customary charge in The Villages" like we charge extra. Sun Kool has the same pricing for customers in and out of the Villages and it is all flat rate. We do not charge Village homeowners,senior citizens or other customers any differently. Sun Kool does have a maintenance program called the Kool Club and one of the perks is lower rates on all our services for being a member. Mr. ******* does not participate in the Kool Club or even one-a-year maintenance program.

However, from his history, I can see that even though Mr. ******* is not a Kool Club member, he is a good customer. So I will extend him our Kool Club pricing on the motor labor. This will bring the price from $257 to $195. If he accepts, I will mail a refund check of $62. Also, I would suggest that Mr. ******* invest in an extended 10 year labor warranty on his system. Repair costs & fees keep rising.

06/18/2013Problems with Product / Service | Read Complaint Details

My AC was blowing warm air. The tech said he repaired it, so I paid him $242. Within one hour my entire unit shut down!
On June 10th approximately 3 pm the tech from Sun Kool Air Conditioning claimed to have repaired my AC unit. I paid him $242 invoice #XXXXX via my credit card. Within one hour my entire system shut down! He returned my call and said it must be my motor. Now he wants $500 for this. He stated on the invoice that my motor was okay! It was working at 1.4 amps requiring 1.7

Desired Settlement
I would like to have my money back as the repair has not been completed. Now I must contact another AC company and pay for another service call to have my unit up and working. I still do not know what is wrong with my unit as their diagnosis were not correct and my unit is not working.

Business' Initial Response
On June 10th, Sun Kool's technician diagnosed that her 15 year old system had a bad capacitor. He changed out the capacitor that day.diagnosis was correct and system was left up and running.

Please know that you cannot diagnose a bad fan motor until a bad capacitor is replaced. After replacing the capacitor, the tech told Mrs. ************* that the fan motor sounded bad, like a bearing was going out, even though it was within the proper amperage. She was pleased it was running and only paid for the diagnostic plus capacitor repair. Diagnosis was correct and system was left up and running.

Later that day the technician returned Mrs. *************'s call and heard that the system was not working. He asked again if she wanted the fan motor replaced and she refused saying that she could not afford it at this time.

The repair was completed at the time of service. It is just that the old system has more than one issue which becomes exploratory as you repair one portion. Sun Kool will not charge an additional diagnostic or trip fee, but the $500 estimate is a reduced rate just to supply and install the fan motor. That being said, once the motor is installed there may be more issues.

Sun Kool has not misled Mrs. ************* in anyway. We are a business and cannot afford to perform free work because a system has multiple issues.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The sun kool company is not professional nor have the ability to make professional decisions when air conditioner units are in question. I have hired someone else. My unit is blowing cold air. I will never use or recommend Sun Kool to anyone! I'm out hundreds of dollars because of their shabby work!

Business' Final Response
Mrs ******* ******** system was only blowing warm air because the only thing working was the fan, the whole refrigerant circuit was not operating. By installing the capacitor that allowed the compressor to start working so the system was left cooling along with the fan and $242 was collected. Even though the tech made a note of the bad sounding fan, he did nothing to the fan but test amperage. In her repsonse she states "I refused any future work because my unit was working."

Sun Kool is the professional in this situation, that is why we are telling her what is wrong with the system. We did not sabotage or create the issue. If she told the tech she couldn't afford the $500 fan why would he recommend a $4000 system.

If Mrs. ******* ***** would like a $242 credit towards a new system Sun Kool will do that for her. As I stated before, Sun Kool will also send a tech back to perform another diagnostic at no charge. At that point we will give an estimate on everything we can find that may be bad. If the fan motor is bad it is still $500. Again, this may not be the only issue the 15 year old system has. Sometime you cannot find a bad part until another one is fixed. At that point the decision can be made to repair vs. replace or to even use Sun Kool.

07/09/2012Problems with Product / Service

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Air Conditioning Contractors & Systems, Heating Equipment & Systems Cleaning & Repair, Air Duct Restoration, Air Duct Systems, Air Duct Cleaning, Air Conditioning Systems - Cleaning, Air Conditioning Repair, Energy Audits, Air Quality Service, Air Conditioning & Heating Contractors - Commercial, Air Conditioning & Heating Contractors - Residential, Heating & Air Conditioning, Contractor - Insulation, Heating Contractors

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