ComplaintsforStay Cool Air Conditioning & Heating, LLC
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Complaint Details
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Initial Complaint
04/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We had Stay Cool install a brand new air conditioner last May (May 2022). The salesman gave ** a whole list of benefits including 10 year warranty on parts and 3 year maintenance and stay cool guarantee that for within those 3 years if anything happens and it's not getting cold to call them 24 hours a day (we have this all in writing in a contract). It's a brand new system and about a week ago we started having issues with it shutting off and just not turning back on then it randomly would turn on hours or days later. We tried calling the number and it kept going to the "proteam". We assumed at the time that it was some type of answering service. We were promised 3 times over the course of a week a callback and never got one. Finally yesterday (4/13/2023) my husband got ahold of someone and she explained that Stay Cool went out of business and they acquired there business. We were never given any notice and we feel swindled that we paid for this warranty and for a product that should last and now it's broken. The "proteam" came out and we had to pay as they said they are not honoring any warranties though Stay Cool. Supposedly fixed the issue. However today all day AC has been broken and will not turn on. This AC is less then a year old, very expensive (we are still making payments) and should be under the warranty we were promised. Yet we are sitting in a house in the heat with no help in sight.Initial Complaint
02/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We contacted Stay Cool in June of 2022 when our AC stopped working in the middle of summer after recently purchasing our home. They were prompt and quick to come out, sold ** on an entirely new AC unit/install since our was about 20 years old. They came out the next day to install. Since then, we cannot get a hold of ANYONE. In November of 2022 (5 months after install) we received a permit on our door requiring a county inspection of the install- something Stay Cool never told us about. Setup inspections and they failed. I have called and contacted to have someone come out and it took 2 months for them to send a tech for repairs. AND THEY YET AGAIN FAILED INSPECTION FOR THE SECOND TIME. I have called numerous times to speak with a manager, schedule routine maintenance (included in our installation price) and cannot get a hold of anyone. No one returns your calls. The call center doesnt have a record of the technicians schedule and it really seems like no one knows anything. Ive started making payments to the finance company but our original install isnt even complete. Failing an electrical install seems like a safety hazard but Stay Cool clearly isnt concerned about their customers.Initial Complaint
02/09/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
In Aug 2022I called this company to come to our house because the air conditioner wasn't working. The employee fixed the problem and then said it would benefit us to have a ** system on the air handler (which is in the attic). He quoted us the price of $1404.00 which included What he did that day. He said they would have to order the part/parts they would need to do the ** light application because Covid had caused everything to arrive slower. We paid the $1404 by check and then we waited. On October 31, 2022 I called Stay Cool Air and I left a message. No reply came. So on Nov. 3, 2022 I called again and was told that someone (a manager) would call me back that day. ***** (a manager) called from ************. He said he would see if the ** part was there and then call me back to make an appointment. No call back that day.On Nov. 8, 2022 I called ************. I left a message that we just wanted our money back. On Nov. 9, 2022 ***** called from ************. He said we would get our money back and that it had to be approved on Tuesday and then it would be sent out on the following Friday and that we would receive a check 2-3 business days after that. I kept calling to ask about the money two more times to no avail. I then called on Jan 6, ******* was told that ****** from billing would call me about this. Called 2 more time and told ******* I really need to get this resolved. The next time I talked to ****** he sent me a an email saying the return of my money was approved, I received a text from him saying it had been approved and within 3-5 business days I would receive the check. This should have been on Jan. 11, 2023. Tthis is Feb. 11, 2023 and we still don't have our money.Initial Complaint
12/27/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Two years ago we purchased a Rheem Air conditioner for $9,999 and have had nothing but problems with it. Today regular maintenance guy came out and tried to scam $2100 from ** to buy a UV light we never had an issue with . We declined. He started messing with the Uv light and then after he left the light went out. He broke it to try and get us to buy one for $2100. The company is very fraudulent. I've gotten 2nd opinion.Initial Complaint
12/13/2022
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Had a a/c unit installed August ,4,2020 Upon 1st install company showed up with the wrong size unit(smaller) than in the quote. I refused unit and sent them away . They contacted me and offered upgrades and add ONS such as service contracts and such. I have had nothing but problems getting them to even service the unit they installed. Waiting all day to have a call at the end of the day to reschedule .I feel this company made promises they could not keep to get the system installed. I am paying on a unit and a contract that was not full filed . This is a complete system failure.Please help.******************* I have text messages from ****** whom told me he owned the company in text messages. Then when reaching out tonight he replies he no longer works for the company.I believe this is like there contract ,you can't believe anything this company does.Initial Complaint
11/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Capacitor was replaced on Nov. 12th and was charged $471 including labor. The ** unit was replaced in 2019 by the same company which cost over $12,000. We feel the capacitor should last longer than 4 years and that it should be under warranty. It has a 10 year limited conditional warranty on the parts but the warranty does not say which parts are covered. According to the info online, capacitors should last about 20 years if the unit is maintained. Our unit is only 4 years old.Initial Complaint
10/30/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have used this company several times now, even recommending them to my friends and family. I even became a member of their monthly subscription. When my compressor went out, they came right away to assess the situation. When they have the opportunity to make a sale, they are more than responsive. They had us pay $3500 up front for the repair/ replacement and told us they would be out very soon to fix it. They kept giving excuses as to why they couldn't come back or find the part. They then stopped responding. This went on for over 10 days. Finally, they claimed they ordered the part "but it was lost". We found another HVAC company to come back and within 5 hours he was able to locate and pick up the part and install it for less than stay cool had charged us. We asked Stay Cool for a refund which after 2 days they agreed to. This was in August, and over two months later we have yet to see a ***** back. We call and call, but the outsourced call center is useless, they refuse to transfer us to the billing department or return our calls. All of our contacts at the company no longer pick up the phone. But if you call for an estimate, you get a call back right away. I NEED MY MONEY BACK FOR THE SERVICE THAT WAS NEVER PROVIDED.Initial Complaint
09/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have contacted this company to get someone out to fix my AC unit. I have someone in this house that has a lung condition and we need AC. I scheduled an appointment with them and then they have shut off every phone to the business. I have called every office with this company and zero answer from them. I don't have the money to get someone our for $200 an hour like every other company. This is a terrible time with this company.Initial Complaint
08/21/2022
- Complaint Type:
- Billing Issues
- Status:
- Unresolved
My AC unit broke down a little over a year ago, end of July 2021. Had Stay Cool Heating and Air replace the unit in its entirety, total nearly $10,000. AC Unit started malfunctioning recently and had a tech come out to assess the issue. Due to what was described as "most likely a manufacturing error" the coolant pump was clogged and not working as efficiently. The charge for this piece and work is just under $1000. This is a year and two weeks since initial installation, it shouldn't be having these issues and if it is in-fact a manufacturing issue then it seems to me that the amount should be on the business.Business response
09/21/2022
Business response taken verbally by BBB:
Unfortunately when we ordered the part to finish the job it was never shipped from the manufacturer and now is on backorder and is delayed. As soon as we receive the part we will put the customer on the schedule to finish the repairs.
Customer response
09/24/2022
Complaint: 17895714
I am rejecting this response because:My complaint was not in reference to the part being on back-order, it was directed toward the fact that I have partially paid, and am expected to fully pay, for the service in question despite it being just over a year out from the initial install. I paid a premium price (~$9,200) for a unit that has already began to break down after 1 year. I have discussed the issue with the service manager, ****, two separate times and was reassured that the billing side would call me. I have yet to receive a call to resolve this issue. I have also personally called and asked to be forwarded directly to the billing side to which I have been told I would receive a call back, which I still have not received.
Sincerely,
***********************Initial Complaint
08/04/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
The company came to replace my unit at 9am on 8/3/2022 they were at my residence until 10:30 pm while we were without air due to the fact that they messed up the unit. With 6 kids in the home all under 7 years old we were without air in 90 degree weather. They were supposed to come out the next morning and fix the unit but they continued to give me the run around and than eventually started ignoring my calls.
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Contact Information
Customer Complaints Summary
27 total complaints in the last 3 years.
2 complaints closed in the last 12 months.