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:07/29/2025

  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.

  On 7/28/25 I called Cool Today to schedule my a/c maintenance which I pay $19.95 monthly for this service and the representatives said that they are fully booked but was going to call back with other options. On 7/29/25 I received a call from a scheduler representatives which was very unhelpful and rude and she only offered 1 options and did not bother to find other alternatives. I was informed previously that there are alternative for service after 4pm but she denied that option. In addition I mentioned that I might cancel the subscription and I hang up. 30 minutes later I called again to find other options and I was informed by ***** that my subscription was canceled as per my request. I informed her that I never agree or authorized that transaction, that the representatives did it on her own. Then ***** informed me that someone from agreement will call back. But right now, basically the company took my money, didn't offered other options, and didn't provide the service. I want to either get my maintenance schedule or get my money back from the last time I received their service. Cool Today failed to provide the service that I have been paying for monthly.

  

  Business Response

  Date: 07/29/2025

  Thank you so much for taking the time to speak with our ***************************** we look forward to making sure you are taken care of. If you need anything more give us a call at *************. 

  Customer Answer

  Date: 07/31/2025

   
  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

  Date:07/21/2025

  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.

  Today 7/19/25, a tech from Cool Today was scheduled to come a perform a mantainence per contract that was purchased in Dec of last year. The ** in the house was running perfect until he messed with the unit. He cleaned the drain and then checked the outside unit and stated that the capacitor for the outside unit what not operating properly. He also stated that there was a leak in the evap coil. However he stated that the levels if coolant were fine. No my ** has not shut off and in not cooling properly. The company was called upon immediately upon noticing the temp change. First call was ignored, then the second call I was told that no one was available until tomorrow. They want to charge me ******* to replace the coil under warranty. I find it hard to believe that tge unit just happened to break the day the tech came out

  

  Business Response

  Date: 07/22/2025

  Good morning,

  I do apologize for the experience you had, we are more than happy to help. Our **************************** called and left a message for you. Give us a call *************. 

• Initial Complaint

  Date:07/14/2025

  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.

  New installation of HVAC unit was completed in July of 2023, every six months or so, we are calling to report the same issue which is the thermostat losing power and not allowing for us to control the unit. The first time they came out for service, it took them 24 hours, which we found reasonable but, still very upsetting as it was the extremely hot and dry conditions uncomfortable. Since then, each two services call take more than 48 hours to get a technician out(especially when they say their a 24/7 service). This last time around, water has continued to drain from within the unit causing flooring damage, this was after they were recently out less than two weeks ago.

  

  Business Response

  Date: 07/14/2025

  Good morning, 

  Our **************************** called and could not get connected with you. When you have a moment give us a call, we would be more than happy to assist you. *************

• Initial Complaint

  Date:05/27/2025

  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.

  I keep getting a message I have too many characters so this is a condensed version and I have emailed you a document with a longer explanation. After my 5/17/25 new ** install, the tech told me there was still work to be done and Cool Air could contact me to schedule an appointment. No one from ******** contacted me.On 5/19/25, the ** finance company called and emailed me. They were informed by Cool Air that the ** install was complete and they needed my confirmation before releasing the funds to Cool Air. I called the finance company and explained the ** was installed but the work was not completed. The finance company said they would file a complaint for me and they would release the funds to ********. Immediately after, I called Cool Air and explained the situation to ********. She said she would send an email to the tech and he would get back to me. The tech did not get back to me and neither did anyone else from Cool Air.On 5/20/25, I filled out the Contact form on Cool Air's website and a woman called me. She said she would get the email from ********, resend it to the tech, and then alert the tech's manager if there was no response.The tech did not get back to me. The manager did not get back to me. No one from Cool Air got back to me.On 5/23/25, I filled out the Contact form on Cool Air's website yet again.Since then, no one from ******** has reached out to me in any way, shape, or form. Initially, all I wanted was for someone to come out and finish up the work and examine the ** to ensure it was installed correctly and working properly. The complete lack of follow up, response, and accountability from Cool Air has been appalling. This is such a simple issue that should have been resolved a long time ago. I have also contacted the City regarding this issue as I was not given or shown any permit paperwork or any notification of when the City is coming to inspect the ** ************** of the blower and wires left in the ** closet attached.

  

  Business Response

  Date: 05/28/2025

  Good morning, 

  Our ***************** team tried to give you a call to resolve the issue and give you an update, when you get a moment give us a call and we can help. *************

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23383072
  
  I am rejecting this response because:

  ***** in ***************** called me on 5/28 and left a voicemail message. I called her back on the phone # she left which is the general phone # for the company. After speaking with 2 different people, I was informed ***** was at lunch and a message would be left in the system for her to call me back. I requested that the callback be after 2:30 when I'm done with work. It's been almost 24 hours since then and neither ***** nor anyone else from the company has called/texted/emailed me. I am a patient and understanding person but this situation has gone past the point of ridiculousness. It has taken complaints to the BBB and the City to get anyone from this company to respond me and I'm still not getting anywhere. I don't understand how a company can do business like this. If this situation is not resolved soon, the company will need to cancel my loan, refund all my money, and take their AC back.
  
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 05/30/2025

  Good morning!

  Thank you for taking my call this morning! As per our conversation we will be sending out a tech to get this issue resolved :)

  Customer Answer

  Date: 05/31/2025

   
  Complaint: 23383072
  
  I am rejecting this response because:

  Today is exactly two weeks since Cool Today installed my new AC. When I think back on everything that happened during those two weeks, I get sad and angry at the same time. Cool Today completely failed to follow up on the issue/s the tech found during the 11-hour installation. I contacted Cool Today several times to try to get a resolution and no one bothered to get back to me. It took me complaining to the City and the Better Business Bureau and on the verge of telling Cool Today to take their AC back to finally get someone to
  contact me. If I hadn't advocated for myself and persisted in my efforts, I'm fairly certain that Cool Today would have continued ignoring me and/or stringing me along. A tech indeed came out to work on the issue yesterday. He was there for four hours. And there is still additional work that needs to be done. Cool Today might feel the issue has been resolved but I dont feel any sense of resolution. The installation was unnecessarily long and stressful. The past two weeks spent trying to get Cool Today to take accountability and action toward resolving their issue was extremely stressful and frustrating. This whole situation has been a huge inconvenience for me. And through it all, I felt as though Cool Today saw me as a nuisance rather than a valued customer. Cool ********************** dropped the ball on this one and they know it and I have yet to receive anything even remotely resembling an apology from them. Out of all the AC companies I could have chosen, I chose Cool Today because I thought they were competent and trustworthy. Cool Today has taken my trust, my faith, and my peace of mind, not to mention my valuable time and energy. So, unless Cool Today can give me back all of my wasted time, this issue will remain unresolved.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:05/27/2025

  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.

  We have been attempting to resolve our ** issue for the past two years with this company, most recently in May 2025. The company sales representative told me and my husband in May 2023 that the ** unit offered to us was purchased by the company in 2022, and that because it was purchased before new 2023 ******************** *************** Efficiency Ratio (SEER) standards went into effect, that the ** unit was compliant with federal energy efficiency laws. However, when our city inspector inspected the installed unit in June 2023, he said that the ** unit did not meet the new SEER standards. I explained to the inspector what the company represented to us about the unit being purchased in the prior year and that the company said it was compliant because of when the company purchased it. Subsequently, the inspector contacted the ******************** (***) and the *** confirmed that there is no waiver or exception to the new 2023 SEER ratings regulations. There is no waiver for ** units that companies purchased in the prior year. The ** failed the inspection. As of today in May 2025, we continue to have an open permit with the city (I checked), which encumbers our property. This is not what we bargained for when we signed the ** contract with ************************* 2023, I immediately e-mailed the sales representative and called Cool Today's customer service representatives many times asking to have someone from management call me to resolve this. I told customer service representatives that I wanted to speak to the President of Cool Today, but my calls were not returned by him or her, or by any manager. I called again on April 30, 2025, told the customer service representative the story, and I was told a manager would call me immediately. No one contacted me. I wrote a letter to the company dated May 2, 2025, but again, no one has responded to me.We continue to make monthly payments on a violative ** unit which is unacceptable.

  

  Business Response

  Date: 05/30/2025

  Good morning, 

  Our ***************** team called and left you a message, we are working on this with the county to get you taken care of. If you have any questions, please give us a call **************. 

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23378720
  
  I am rejecting this response because:
  I have not heard from them since ***** last spoke to me around June 11. ******** ******* was to call me for date/times for swap out but I have not heard form either of them.

  

  Business Response

  Date: 06/30/2025

  Good afternoon,

  We have been trying to reach you to get you scheduled. If you have a moment, please give our office a call *************. 

• Initial Complaint

  Date:05/02/2025

  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.

  On 4/23/2025, CoolToday came by to take away 2x (1-2 year old) AC units and 2x Air Handler units from the property as a donation. The agreement was that they would bring the donation receipt with them, but they did not and instead said it would be emailed to us. Despite numerous guarantees that this would get done, it has not. Furthermore, they damaged the ceiling in the master bedroom in the process of removing the air handling unit and left a mess behind. All would be fine if they followed through on the agreement, but as is, they stole the property and this business cannot be trusted to follow through on agreements.

  

  Business Response

  Date: 05/07/2025

  Good morning, 

  Thank you so much for the donation of the two units. We are happy our management team was able to provide you with the donation receipt you needed. If you need an additional information, give us a call and we will happily provide it. 

  Customer Answer

  Date: 05/07/2025

   
  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

  Date:04/11/2025

  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.

  On or around 8/2/2023 I purchased and had a water softener system put into my home in the amount of $7,599.00. The system broke around Dec 2024 so I called Cool Today to have a repairmen come and access the damage to the system. The technician came and stated the system was broke (showed me the damage) and stated that my system is under warranty and that it would be replaced at no cost to me. Cool Today have been avoiding the replacement of my softener system! I've had to call them ***** times to get some kind of answer to what's going on. Last week (Apr 2, 2025) finally, a plumbing technician came out to access the damage and almost immediately starting accusations that the water softener must have been damaged by being hit by an object such as a lawnmower! There is absolutely no evidence of such damage. (No one in Florida cuts grass in December!). The repairman stated the system needs to be replaced. I was told by the technician that he would get with his boss (no name mentioned) and discuss this issue. It has been a week and again I have not received any information on the decision (if one was made), I keep calling the main office in an effort to talk to someone in charge but only to get transferred to a number (plumbing) that just continues to ring cause no one is going to pick it up. No one ever picks up the number I'm transferred to. Cool Today has devastated my trust and to my thoughts, is avoiding to honor my warranty.

  

  Business Response

  Date: 04/16/2025

  Good morning,

  We are very happy that you have been able to connect with our management team. Per our conversation, due to the damage being done to the water filtration system by outside sources and not a mechanical failure we are willing to offer you 50% off your next filtration system. Give us a call if you have any additional questions. *************.

• Initial Complaint

  Date:04/04/2025

  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.

  On March 14, 2025, I received a call from Cool Today to schedule a maintenance visit for my air conditioning unit, which was set for March 29, 2025. The technician arrived and tested both the cooling and heating functionalities. At the end of the visit, he informed me that my unit might not have much time left and suggested another associate provide a quote for a new one. He contacted this associate and placed him on ************, stating that all homeowners needed to be present for the quote. Although this was my first encounter with such a request, I assured him I could discuss it with the others. We scheduled the visit for April 5, 2025.After the technician completed his work, the next day, my air conditioning stopped functioning despite having worked fine before. I called the company again, and a different technician came to assess the situation. He explained that the malfunction was unrelated to the previous technician's maintenance and noted that my unit was completely out of refrigerant. He added refrigerant and charged me $477.60.The following day, March 31, 2025, my air conditioning failed again. With my skepticism mounting, I sought out another company for a second opinion. The new technician discovered that the caps for the valves were missing and had been left on top of the unit, confirming that it was out of refrigerant. After replacing the missing caps, he conducted a pressure test, which showed no leaks. He also cleaned the coils, which were dirty, indicating that the previous technician had not performed the maintenance I had paid for.Given these circumstances, I feel that this company has taken advantage of me, especially as a female homeowner who may not be well-versed in air conditioning matters. I believe this company should be investigated for potential fraud and abuse of power.

  

  Business Response

  Date: 04/18/2025

  Good morning,

  Thank you for taking time to speak with our management team, we appreciate you giving us a chance to make this experience better for you. If you have any questions or concerns, please give us a call at *************

• Initial Complaint

  Date:03/25/2025

  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.

  New ********** Unit put in last Spring 2024. Our Electric Bill has been ridiculous high for several months.FPL Found that COOL TODAY installation panel was installed wrong.After 6 months plus with paying 5x our FPL bill the issue was fixed with No reimbursement from Cool Today for there fault.After multiple attempts to contact this company and no call backs.Very disappointing and we our out a lot of money.

  

  Business Response

  Date: 04/07/2025

  Good morning,

  We are very happy to help and look forward to speaking with you at 12:15PM to get this issue resolved.

  

  Business Response

  Date: 04/07/2025

  Good morning,

  We are very happy to help and look forward to speaking with you at 12:15PM to get this issue resolved.

• Initial Complaint

  Date:03/10/2025

  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.

  Bought a new air conditioner last July. Im a part time resident. Only used about a month. It is broke and waiting for a part for 6 weeks. **** at Cool Today said today they knew last spring the unit was being discontinued and it would be hard to replace parts. I want the unit replaced

  

  Business Response

  Date: 04/02/2025

  Good afternoon,

  We are very grateful that you were able to speak with our management team and we were able to get this situation resolved for you. If you have any additional questions or concerns, please contact us at *************