Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB,I am filing a complaint regarding ongoing HVAC issues caused by Comfort Dynamics, who acquired Cool Ray of Alabama. The original unit installed by Cool Ray in May 2024 was the wrong size.Despite multiple visits and diagnoses, the problem persisted, affecting the health and safety of my family, including a special needs child.Comfort Dynamics visited multiple times between June and August 2025 and replaced the unit with the correct size on August 15, 2025. However, condensation, mildew, and poor cooling continue.The company is now attempting to blame me for "improper ductwork," contrary to law (Alabama Administrative Code 440-X-5-.03 and .04, Alabama Code 34-31-24(b)(1)) and prior documentation.I request immediate resolution and compensation of $2,500 to cover temporary cooling, cleaning,energy costs, health impacts, and inconvenience caused by the defective HVAC system.HVAC Update Report On Friday, August 15, the **** company came to my home and attempted to replace the unit with the correct size system. However, I was informed yet again that the wrong size unit had been installed. As a result of this ongoing issue, I, along with my children and pets, have continued to suffer in an uncomfortable home environment. My Ecobee thermostat history provides clear documentation of the indoor temperatures, which have consistently ranged between 75F and 84F at their highest points. In addition, I have photo evidence further showing these extreme temperature conditions. The company did provide portable AC units to help in the meantime. However, there were not enough units provided to sufficiently cool the entire home. Even with all of the portable units plugged in and running, the temperature inside the home still remains at a high of 76F. This is not an adequate or lasting solution.This situation has caused significant distress, and I am requesting immediate resolution to ensure that my family and pets have a safe and livable home environment

  

  Business Response

  Date: 09/04/2025

  Thank you for reaching out. This is Coolray in *******, and unfortunately, we are unable to assist with your request.
  However, Ive included the contact information for the correct location below in hopes that it will be helpful:

  
  ********** *****************start="328" data-end="331"> **************
  **********, AL 35211
  Phone: **************

   

  Please feel free to contact them directly to further assist. 

   

   

  

  Business Response

  Date: 09/04/2025

  We have received your complaint and have been very responsive to correct your issue. We had you scheduled for system replacement for this week, you called in and said you had an emergency and needed to reschedule for 9/9. You're currently scheduled for system replacement on 9/9. Thanks, 

   

  Comfort Dynamics

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

• Initial Complaint

  Date:08/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company is Comfort Dynamic Cooling located in **********,**. Phone number is ************. ******* **** is the person who came to my home and sold me my daughter and I the unit. I'm so disappointed because this guy knew our circumstances. His number is **************. I have earlier text messages between him and myself and I believe even when my daughter text him. I will give you the contract. I got this new HVAc back in October 2024, by visiting ********** on ************. The company name when I got it was Cool Ray. I have had problems with it from Carbon Dioxide to now about two weeks ago where my family and I was suffering with heat exhaustion in our home. The company sent so many people out here saying it was fixed. The problem ranged from the thermostat was broken to they were not sure what the problem was with the new unit. I informed the person my daughter and I have heart issues and high blood pressure to my daughter was sick. The person said he went two weeks without air and he didn't get sick. I told him we are different people. I asked him to come and get the unit and put four split units in my house because I can't afford to be in here again without air with two grandchildren and two sons alone with my daughter. He didn't care had no sympathy nor empathy for what we were experiencing. I go on to remind him my bill was going to be expensive because I was running a new unit that was blowing out heat and could not be turned off by my phone or thermostat and asked could I get help on my bill that is $375 and change. He told me no and I reminded him I got the company another customer and was going to report them to the BBB because of the ongoing issues with the supposedly new unit and not remove the unit and give me the split unit because the new unit did not work with my house. I also let him know I think his name is ******* the company is not about family but about business and making money only.

  

  Business Response

  Date: 09/02/2025

  Thank you for reaching out. We are no the contact for ******* nor are we affiliated with them. I've added their contact information below. 

   

  Comfort Dynamics Cooling, Heating, Plumbing & Electrical    
  
  **********************************
  HVAC services in **********, **
  ****************************************
  Open 24 hours
  **************

  

  Business Response

  Date: 10/01/2025

  ***** ****** is no longer with Comfort Dynamics.
  This customer purchased their HVAC system from ********************** of ************, not Comfort Dynamics. However, Comfort Dynamics has served as the primary service provider for this system.
  During multiple service visits, our technicians consistently found the thermostat turned off upon arrival. After testing and restarting the system, it was operating properly each time.
  Additionally, drainage issues were noted and addressed during several visits, with the lines being cleared as needed.
  As of our most recent visit, the system is functioning according to manufacturer specifications.
  Below are the documented service dates, and in each case, our technicians reported the system was working properly.
  Its worth noting that on several occasions, the thermostat was off when we arrived, but after testing, no mechanical issues were found.

  Customer HVAC ********************** Summary
  System Installed By:
  Coolray of ************
  Installation Date: October 15, 2024
  Primary Service Provider:
  Comfort Dynamics
  
  Service History & Technician Notes

  
  January 9, 2025 Coolray of ************
  Heat was running, but thermostat displayed an indoor air quality alert.
  Thermostat was reset and system operation verified.
  Unit running normally at time of service.

  
  May 13, 2025 Coolray of ************
  CCA inspection performed on new split system.
  All components checked including safeties, drain line, blower motor, and condenser.
  Thermostat behavior explained to homeowner.
  System operating properly upon departure.
  

  June 27, 2025 Comfort Dynamics

  Customer reported ********************** issue.

  System was cooling, but drain line was flushed due to blockage.
  Thermostat issue noted; follow-up scheduled for replacement under warranty.

  
  July 2, 2025 Comfort Dynamics
  Thermostat was off upon arrival.
  Drain line cleared of algae buildup.
  Loose wires tightened; thermostat and system tested and confirmed operational.

  
  July 8, 2025 Comfort Dynamics
  Secondary drain pan was tilted, causing intermittent power loss.
  Float switch repositioned and issue resolved.
  System and thermostat functioning properly.

  
  July 11, 2025 Comfort Dynamics
  Thermostat was off; system turned on and monitored for an hour.
  Drainage and float switch checked.
  System operating properly upon departure.

  
  July 21, 2025 Comfort Dynamics
  Customer reported long-term ********************** issues.
  Thermostat was not properly mounted.
  System tested with 18 temperature split; basic maintenance performed.
  System cooling properly.

  
  July 22, 2025 Comfort Dynamics
  System not cooling; thermostat had no power.
  Drain line checked and common wire rewired to board.
  System ran for 45 minutes without issue.

  
  August 15, 2025 Comfort Dynamics
  Poor airflow reported in back bedrooms.
  Ductwork and return duct found partially open; sealed with metal tape.
  Coil clean; airflow improved.
  No temperature reading taken due to lack of thermometer.
  
  Summary of Findings
  Thermostat Issues: Frequently found turned off or improperly mounted. Rewired and replaced as needed.
  Drainage Problems: Recurring issue; drain lines flushed and float switches adjusted.
  System Performance: Each visit confirmed system operating to manufacturer specifications upon departure.
  Customer Education: Thermostat functionality and system behavior explained during service visits.
  
  
  

  Customer Answer

  Date: 10/01/2025

  Good morning,
  Thanks for getting back with me in regard to the case.  I reject the statements these people are saying. the thermostat was off because it was broken and still not working. My electric bill is over $100 plus every month since I got the system in my home. My home still doesn't get cool, and the duct work isn't to suffice for two story home. I was guaranteed that my bill would be lower, and my home would be cooler. I begged them to remove the non-functionally unit out my home and put split units in here, but they don't want to because they won't make as much money. We need a meditator or something. This is a scam and not an honest company.
  Thanking you in advance. 
  
  Continue to take one day at a time because unforeseen occurrence befalls us all. Ecclesiastes 9:11
  

  
  

  

  Business Response

  Date: 10/28/2025

  Comfort Dynamics sent the Service Manager and Senior Technician to the customer's home on 10/3/2025 and identified the following issues: several crushed branch lines were leaking, approximately 6 feet of the main trunk was crushed near the attic door, and about 50% of airflow was leaking around the supply plenum. We returned on 10/7/2025 and completed the necessary repairs. Crushed branch ducts and the damaged section of the main trunk line were replaced with round metal pipe and R8 insulation. All air leaks were properly sealed, and the system was functioning correctly upon completion.

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August ****** i signed contract to pay $10,000 for heat pump based on the warranties they showed me. From the begining i had nothing but problems with the unit,the original installers put wrong type of thermostat in,i complained constantly about it being cold in my home,an the power bill jumping up every ******** went from under 200 to now over 500 dollars.they made numerous trips to work on the unit. One part of the warranty stated that if i was not satisfied for any reason they would try to fix it or take it out an give me a refund.And that it would lower my power bill.I ask manager to take it out he refused.I complained about increased power bill,he told me we don't pay power ******** last complaint they did come back this time they replaced the coils.I had sent a email to president of company stating i thought i had a lemon or it was not installed properly.I was told by one of their employees that **** of employees were fired because the company found out they didn't have the experience.they claimed.the company should of went behind their work to make sure it was correct. Some of my rooms are still cold.and they took the unit i originally had in my home without telling me. I just want my old heating and cooling unit ******* wasn't perfect but i wasn't paying these high power bills,an i had my temp set on 78 sometimes higher.but with them i try to keep on 74..i shouldn't have to keep calling to make them do the right thing.this month bill is $552.i hate to think about next month.I am a retired senior citizen taking care of my elder sister we don't need this stress. I still have to, buy heaters to warm the room she is in.and i don't wanna do that for fear of a fire

  

  Business Response

  Date: 04/25/2025

  We have replaced or repaired any items that may have been causing an issue. As of February the system was working exactly as it should be working. The thermostat was being satisfied by the system above 74 degrees.  We do apologized for any inconvenience that was experienced.  There are multiple factors that impact the amount of electricity used in a home, but the **** system was left running in proper order. 

  Customer Answer

  Date: 04/28/2025

  Reject because the original thermostat installed was not for a heat pump. the coils and unit was both running continously because of that. My power bill was running around $200 before heat pump installed after it was over $400.March it was$500.since they changed the thermastat my last bill was $160 something.they did replace the coils but the problem continued until they replaced thermostat. So the coils were not functioning properly an they had someone install the wrong thermostat,which is why i belive my power bill was so high.I reject their explanation but i will say everything is working now an the power bill is like it was before the heat pump was installed.

• Initial Complaint

  Date:08/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/16/2023 Coolray company employees while attempting to remove a working gas furnace from basement did forget to turn off gas line and then cut gas line at furnace resulting in fire in basement and destroyed said furnace, some insulation, and left odor throughout home. 911 was called by then merchant had used a pair of players to turn off gas, *************** came and checked for heat and residual fire then they aired out home, and questioned Coolray employee who started fire he told them he did not have much experience in the business. I spoke to Coolray manager named ***** about damages he said he would make good on them but he wanted to finish job first. The next day 8/17/2023 he sent a crew over and they removed the old ductwork and replaced some of it and left Some central air vents open in my basement with no ductwork attached to new unit Coolray installed. Since job was not completed I have called about 10 times for answers but the manager ***** from Coolray will not come to phone. Numbers they gave me was ************.

  

  Business Response

  Date: 09/13/2023

  The furnace that was being replace is what was involved in the fire, the customer has a new unit in their home; their has been new runs replaced as well, we've been trying to get with the customer to complete the install and it was scheduled for this week Sept ***** but the customer is out of town but we have then scheduled on 9/19/2023 to add some additional runs we will also be providing free of charge a Captura Odor Eliminator a $400 value. Our system only shows 2 inbound calls from the customer and 3 outbound calls to the customer.