ComplaintsforCool Air HVAC

• Initial Complaint

  21/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My central air was installed in 2021 by this company. A technician commented at the time when the installation was complete that the refrigerant was low for a new unit. He said it wouldn’t be a problem though. At the beginning of the next summer in 2022 my AC wasn’t blowing cold air. A technician was sent out and said my refrigerant was low but he couldn’t find the leak. He simply topped up the refrigerant without figuring out where the leak was. That brings me to 2023 and my AC once again won’t blow cold air. I called the company once again and it was very difficult and took constant phone calls and on my part till a technician appointment was made. The tech did not show up for appointment and when I called no apology was given. I was irritated and told Peter the owner of the business whom answers the phone that I work nights and had to get up in the middle of my sleep for nobody to show up. I asked why he was giving me the runaround not answering my calls and when he did saying he would call me back but never does. He then sent a technician out later that day. I told this technician that the AC was low on refrigerant when installed. He stated that a unit with low refrigerant should never have been installed and the tech that did it was no longer with the company. This technician found the leak and told me I would need a new unit. He topped up the refrigerant and told me I would hear from him the next day which I never did. After he left my AC was still not blowing cold air. I called and called the company for the next few days and left messages. Once I finally got an answer I was told I don’t need a new unit just a coil. I then informed the owner that my AC still wasn’t working after the tech left. I was told he would talk to the tech and he would call me back. Of course he never did and I have called countless times and left messages. I’ve been dealing with this for weeks and at my wits end. * ***** **** ** ********* *** ****************

  Business response

  26/09/2023

  As stated we installed Mr *********** A/C in 2021. The install came with 10 years parts only warranty.  

   

  In 2022 we found the unit to be low on refrigerant. We topped it up and installed an internal leak repair sealant.(all free of charge) 

   

  Moving forward to 2023 it was brought to our attention that the unit was still low on refrigerant. We found the leak and ordered the parts. Parts are on backorder and the customer will be notified when they arrive. Calling our office three times per day will not get the parts in any quicker. 

   

   

  Peter ******

  General Manager

  **** *** **** ********************

  Customer response

  03/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Adam *********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩