ComplaintsforCooper Heating & Cooling, Inc.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a senior who uses a ****** and has very limited mobility. My master toilet had a leak in the water line going into the floor. Day 1 a plumber came and showed me that I was correct, but my toilet (30 yrs old) had other issues. I agreed to a new toilet and valve. He was very professional and helpful. 2 days later he brought the supplies and installed a perfect toilet and new valve. The next evening I used the toilet and found a much bigger leak. The next morning another plumber came and said the valve was defective. The 3rd valve finally worked, but he said he did not have a cap for the floor and said maybe I could find one. I said this was unacceptable and asked for a mgr callback. Then I realized that he had left all the lights on in the basement and had not turned the water to the toilet back on! I called and asked that a supervisor call me. I is now 2 days later and NO response at all, except an email asking for a rating! I was afraid that another leak would damage my floor and basement and a friend came and fixed everything in 5 minutes. I am still waiting for a response from the company. I only expect an apology and an effort to make this situation better, possibly a refund for the service call.

  

  Business response

  11/21/2023

  We spoke to the customer. The main complaint was not hearing back right away from us. After speaking to her we offered to send a restoration company out to look at the leak and potential damages but the customer said she did not want to go thorough that and the leak was not as bad as she originally thought. She just wanted to be heard and requested no other actions from us at this time. This is closed on our end. 

  Customer response

  11/21/2023

   
  Complaint: 20843909
  
  I am rejecting this response because:  the response is not true.  I specifically left a message with ****** (the plumber) and the next day with ***** that I was not satisfied with the service done, and never received any callback from any supervisor or owner  regarding my dissatisfaction  with the service I received. The only correspondence I had was an email asking me to ***************.  I gave them one star out of five.  I am even more angry now, because the company has lied in their response. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Aug, 2020, Cooper Heating installed a Lennox furnace and air conditioner purchased from local ******* I purchased a 2.5 ton compressor in outside AC unit. Once installed, the outside AC compressor immediately malfunctioned. Cooper replaced the compressor with a 2.0 ton, with the guarantee from ****, the *** of Cooper Heating that this size of compressor would work. We gave the 2.0 ton compressor a try for 3 yrs and it never kept the house cool during the hot days of August. It is already not keeping the house cool in the 2023 cooling season and it is not Aug yet. Our old 2.5 compressor AC unit that was replaced always kept our house cool. I have DocuSigned contracts provided by Cooper that states I purchased and was to have installed, a 2.5 ton compressor. I had the purchased, per contract, albeit broken, 2.5 ton compressor on my property for five days, at which time the 2.0 ton compressor was installed. All I am asking for is for Cooper to honor the original contract and install a 2.5 ton Lennox approved compressor and make it operational per Lennox factory specifications. I've reached out to Cooper these last 3 weeks, asking for this very installation. They have balked at every call I've made and are currently considering my request stated above. I would like a prompt resolution by Cooper, honoring the original agreement and installing the 2.5 ton compressor that I originally paid for. I can provide all supporting signed documents and pictures to support the original 2.5 ton installation on my property and the subsequent 2.0 ton replacement compressor.

  

  Business response

  07/25/2023

  Hello, I have attached the **** certificate confirming this unit is a 2.5 ton unit, (cooling capacity of ******). Looking through my records we went through this conversation 3 years ago and confirmed with the manufacture and customer this is a 2.5 ton unit. I am wondering why the customer has not called to report the unit has not been working for the last 3 years until now if it has not worked as they state in the complaint? We have already reached back out to the customer to schedule our service manager to go out to confirm the equipment on site and preform a head load calculation to confirm the 2.5 ton unit is sized properly. Side note: According to our contract and manufactures documents, the customer is required to perform annual maintenance to maintain their warranty. We are offering this site visit from our service manager as a curiously but if the customer wants to maintain his warranty, they will need to complete annual maintenance going forward. 

  Customer response

  08/01/2023

  This issue is far from complete. Cooper Heating is sending a service Manager to my home tomorrow. I will show him the wrong compressor. It will then be up to Cooper Heating to admit a mistake was made and propose a resolution. This case is still open. Please DO NOT close it.

  

  Business response

  08/18/2023

  Hello, On August 9th, myself, my operations manager and service manager all had a conference call with the customer and he confirmed he understood that he had a 2.5 ton air conditioning unit. It looks like this rejection was sent 18 days ago and is not updated. Let me know if there is anything else. 

• Initial Complaint

  05/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We recently had Cooper complete an HVAC installation. In the sales process, their sales person provided ** a written estimate that included three separate rebates for a total of $2500. However, when the project was complete, we only received$2000 in rebates. When I asked the sales person about this, he acknowledgedthis was his miscommunication, but would not honor the additional $500. I even have an email exchange between ** where I ask him to verify all three of those rebates will happen, and he wrote me back to confirm we'd "receive the incentives". In order to secure our business, the sales person created an expectation of $2500 in rebates, but would not honor that commitment after securing our business.

  

  Business response

  05/15/2023

  We spoke to the customer and agreed to cover 3 years of maintenance on his Air Conditioner as compensation for the miscommunication on the rebate. The customer agreed this is satisfactory. 

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/28/2021 Cooper Heating & Cooling installed a new water heater in our home. Goal of the project was to enroll in Xcel Energys Smart Water Heater program (see email attached communication). Cooper Heating & Cooling is a participating contractor that installed eligible water heater (model State Hp6-80-dhpt130) and mixing valve. However they have failed to installed wireless communication model. It has been over one year and every time I have called Cooper Heating & Cooling I receive the same answer: they are waiting for the part and someone will reach out to me the next day. It has been over one year and no one has reached out to me. I have made multiple attempts to speak to a manager and get the same answer: someone will get back to me and no one does. Again, it has been over one year since this project started I will like timing and next steps to get this completed.

  

  Business response

  01/09/2023

  Hello,

   

  I understand the customers complaints and he is on a list along with all other customers that are waiting to enroll in this program. Unfortunately we continue to get the same information with this program from *********** as our customers. These units are provided from *********** to be installed and I continue to press them to get updates. I just received this message today from Xcel:

   

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

  Hi **** (and your colleagues at Cooper Heating and Cooling),
  I wanted to wish you a happy 2023 and provide you with an update on ***********s Smart Water Heater program.
  
  As you know  we launched the program almost two years ago. At that time we had received an initial, very small, batch of CTA **** control modules for the program.
  With worst possible timing, this was when the pandemic related supply chain issues hit. Our supplier has struggled so secure the components needed to build the modules. They have had to go through several redesigns of the design to adjust for component simply not being available for purchase to them. It has been especially frustrating that we have never had a firm timeline for when the issues will be resolved. So for months and months we have been assuming that well have shipments coming soon.  As of right now, I would project we wont have any modules on hand until March. But timelines here are quite fluid.
  
  Customers cannot enroll in the *** program until the module is installed as the enrollment needs the serial number of the ********************** module.
  
  Please accept our apologies on behalf of *********** and our supplier for the ongoing delays in providing the modules.
  We will keep you posted on the ongoing travails of the supply of these.
  
  Again, were sorry about the ongoing delays.
  Please let me know if you have any questions.
  
  *****************************
  ***********
  Sr Product Portfolio Manager

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

  This program is still being advertised on Xcel's website but there is nothing Cooper can do until these units are received from Xcel. Because of the delays and regardless that they are still posted on Xcel's site, Cooper has stopped offering this program to our customers but unfortunately, there is nothing we can do on our end until Xcel gets the modules in stock for us to install. As soon as we get the units in, we will be reaching out to all our customers to get them taken care of ASAP. 

   

  We are sorry for any inconveniences, let me know if there are any other questions. 

   

  Thanks

  Customer response

  01/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  This is the most detailed information I have received in the last year.  My suggestion to the business is to be proactive and transparent when communicating with their customers especially in this case when they are waiting on *********** and resolution is out of their control.  I understand I need to continue waiting and will be contacted by the business when they receive the part they are waiting on.  That answer is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called to get an estimate because my heater was not working they told me it would cost 119$ for someone to come out to give me an estimate and they would not charge anything else without discussing fees he told my husband we needed a new control panel and charged him 427 which my husband thought was to fix but then they gave us an estimate for another 427$ And my heat still does not work they were only supposed to come for an estimate and discuss and further fees before doing any work we should have only been charged the 119$ for an estimate nothing further they said estimates where free and we still have no heat and they charged me 427$ for an estimate

  

  Business response

  11/02/2022

  My service manager spoke to this customer already. After negotiating with the customer we agreed to return and charge only for the part which was $140.00. We cleared a time slot on Monday 10/31 to make the repair and everything is completed and resolved at this time. 

• Initial Complaint

  09/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  job date of installing a air purifier I paid $844.00 I was told if I accepted the job a standard travel cost of $119.00 would be subtracted from the $844.00 I have a copy of the invoice they mailed showing it was never subtracted out.I have called many times on this ****** at Cooper said he would mail a check never happened the invoice number is ********* dated June 29,2022 I would like the $119.00 refunded to me

  

  Business response

  09/06/2022

  This refund is being processed and the check should be mailed for the $119 in the next 48 hours. 

  Customer response

  09/09/2022

   
  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,
  
  *****************

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased an expensive high efficiency furnace and air conditioner from Cooper apparently in 2017 according to Cooper. The air conditioner stopped working on or around 8/9 or 8/10 during the heat wave (of course). We called Cooper and the first appointment they had was 8/19, approx 10 days later). We had to pay the $119 trip charge. The technician came out 08/22, and identified there was a leak. However he could not look for the leak on this visit. We had to schedule another visit so that the technician could look for the leak. This would cost another $954 (labor at $325/hour) on top of the initial visit (for a "guaranteed" high end, high efficiency Lennox product). This purchase was guaranteed we believed and should have been based on the amount we paid. The appointment to look for the leak appointment was 8/22. **** the technician was able to identify very quickly a leak in the coil. According to ****, " I am surprised this lasted 5 years as there is a hole in the coil that had to be from the manufacturer." Both myself and my wife ******************* say this. The "good news" was that the part is covered. The bad news is that the labor was not and I was quoted $2,410 for labor to install the coil. naturally, the coil was not in Cooper's inventory and it took a few days to get that in and get the replacement appointment scheduled. **** came out on 08/31 and installed the replacement coil, spent about 45 minutes, had to go get parts supplies he didn't have, came back and spent another 4 hours and eventually completed the project. We had to pay the $2,410 to replace the coil. Because the leak was in the coil from installation, we believe the labor should have been covered, We are requesting at least a partial refund due to the fact that the unit was faulty from the beginning. We also feel the hourly labor is unreasonable, but would be willing to pay a reasonable labor charge. We did pay the full amount because it was so **** hot in our house. A partial refund is warranted.

  

  Business response

  09/07/2022

  Hello, This unit was installed 5 years ago and the customer did not perform annual maintenance potentially leading to these issues. We have reached out to offer to refund the $119 dispatch fee but the customer has not responded. They did agree to these charges and the rates are justified for the costs of the tasks. We hope to hear back from the customer soon and can hopefully resolve this with the refund we have offered. 

• Initial Complaint

  07/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 30, 2018, Cooper installed a Halo water purification and softener unit for $5014.00, purchased upon their recommendation. Subsequently and routinely, the unit flushed hundreds of gallons, according to my smart water meter, into my septic system, instead of the stated 35 gallons for a backwash cycle. This prompted repairs of the unit in June and December of 2020. On 2/23/2021, 750 gallons flushed, which caused my septic to back up into my home, with category 3 water causing approximately $45,000 in damages and related costs. This area was used for homeschooling my grandchildren. Cooper turned the claim into their insurance, Great Western Continental. They have stalled, claiming it's Halo's fault. Halo, they say, will not cooperate. Now it is July, with no resolution. I've had to spend approximately $6000 on cleanup, septic pumping, and moving of the learning areas. Cooper continues to stall, as does Great Western Continental. Meanwhile, my home remains in disrepair.

  

  Business response

  07/14/2021

  Hello,

   

  We are aware of the situation and are doing everything possible to get this resolved. We diagnosed that this issue was caused by a faulty unit from the manufacture. We tried to go the path of having the manufacture step in to resolve this issue. Unfortunately, after much effort and no response or recognition from the manufacture, we had no choice but to report the loss to our insurance company. My operations manager is following up on this to get a update but last we heard, this was being handled by my insurance and they have hired a investigator and attorney to recover any losses from the manufacture for the damages. Customer should be taken care of regardless of that outcome though. I am not sure why this came through the BBB. We will be following up with the customer to make sure the communication is up to par. 

   

  ***Attachment(s) redacted by BBB staff***

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