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:01/08/2024

  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.

  Technician came to evaluate problem with blower motor, in air handler, continuing to run constantly. Was told by tech that unit needed new motor and he would have to order it. He forgot to put the order in, resulting in several days delay in repairs being completed. We were left over the holidays without heat.

  

  Business Response

  Date: 01/08/2024

  Our records indicate our service manager was in contact on January 4th, **** and provided three options to the customer which where all turned down. ********************** performed work under customers approval and blower motor was installed. 

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21098008
  Customer Service tech ****, who customer was talking with, threatened to either be paid immediately or they would "rip repair part from unit and take it with them, then turn me over to collections". I found that to be very poor customer service but still offered to paid when I saw a bill/invoice for procedures I was being charged for. I was told "we don't do that, anymore". I requested an invoice before I paid for services rendered. They refused until I took matter to higher authorities.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/16/2024

  Cool Today is investigating the information that has been provided by the customer on **********************'s date. Our certified technicians will not perform work unless authorized by the customer, we collect payment on site. Per customers original complaint our service manager made contact with the customer on January 11th and was able to provide an acceptable resolution bill has been adjusted and payment has been collected. 

• Initial Complaint

  Date:12/07/2023

  Type:Product 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.

  In July 2023 I had them service my A/C. In the process the broke a wire harness and said they would fix it and admitted fault. Initially we were told that it might be up to 6 weeks for them to get the part in. When 6 weeks came, we called for and update but was told that they did not have the part but would call us back with an update (never did). Starting in November, I called them on a regular basis asking for an update, but was always told that they did not have the part and would call us back (never called back). Finally on on one the calls that I initiated, they admitted that they shipped the part to the wrong office and returned it to the manufacturer without notifying us. For some reason they did not reorder the part until more calls from me asking for an update.Eventually I requested a refund or compensation for the fact that it has taken 6 month (today is 12/6/23) and they still have not fixed the part that they broke. Today is the first day that a member of management has actually reached out to me in the 6 months of me contacting them only to be told that the part is on back order and has been for 6 months. They willing not issue any type of refund due to the fact that this is an added service to the initial work that they complete for $2,600.They have dragged their feet, refused to provide calls back, and will not offer any solution to resolve the problem that they created.

  

  Business Response

  Date: 12/07/2023

  We apologize for the dissatisfaction you have encountered. Our service manager will be in contact with you shortly in hopes of offering an acceptable resolution. 

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20970257
  
  I am rejecting this response because: I spoke with the service manager yesterday 12/6 and he provided no resolution was provided other than to wait because this was an added service and there is nothing to refund.

  Took 6 months for someone to reach out after repeated calls and only after I asked for a refund.

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/08/2023

  We are pleased to advise we have come up with an acceptable resolution for our customer. We will stay in contact with our customer until the work is finished and satisfactory. 

• Initial Complaint

  Date:12/06/2023

  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.

  In July of 2021 Cool Today installed a NEW A/C unit in my home. First off the installers did not check to make sure the system was fully charged with freon before they left; So the system didn't work for the first month. Secondly the ****** on the air handler blew and had to have the heat kit replaced to fix the problem; Only to have it blow again one month later, and they replaced the heat kit again.Then the system stopped cooling and they found a leaky valve on the compressor that they had to replace. Then the Breaker on the air handler blew again and they replaced the heat kit yet again, only to have it blow a few days later. Now we can't get anyone from Cool Today to respond to us.We call and they say that they are looking into finding a different kind of breaker and they'll call us back. THEY NEVER DO! We have been waiting for six months for them to resolve this.

  

  Business Response

  Date: 12/06/2023

  We apologize for the dissatisfaction; we take your concerns very seriously and will be investigating this matter. Our service manager will be reaching out to you shortly. 

• Initial Complaint

  Date:11/29/2023

  Type:Sales and Advertising 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 hired Cool Today Aug 2022 to install AA NEW AIR CONDITIONER,First it did not work and we had 3 days of no AC...Then we had multiple calls for service.We have had 3 AC units installed 15 thermostats 30 or more service calls and we now have our thermostat saying we are being poisoned .Because we had no Heat today .they got the heat going......and now we have carbon dioxide...and air pollutants registering on the thermostat..I have bought 3 space heaters today to heat my house and my 13 cats.....THIS is ridiculous.....They have no idea what they are doing or installing i CAN NOT LIVE LIKE THIS ANYMORE......i SHOULD NOT ************** WHO ARE MESSED UP!!!!!!!!!!!!!!SO SAD AND ALMOST DEAD......

  

  Business Response

  Date: 11/29/2023

  Thank you for bringing your concerns to our attention. Our Installation manager has reached out via phone today and was unable to speak to you. We will continue to make attempt via phone in hopes of speaking to you and offering an acceptable resolution. 

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20929792
  
  I am rejecting this response because: Cool Today has not installed my ** unit properly. ....we have had issues for the past year..... I had a professional air quality company come out and basically we are being poisoned in my home... I have attached the report THE ** handler is not sealed and has not been sealed correctly for the past year.... the toxins from my garage are seeping into my home and are at a severe category......making me sick as well as my husband......this is a BAD company....and they do not know what their installers are doing....they have been to my house at least 25 times in the past year....
  
  ********************************************************

  

  Business Response

  Date: 12/12/2023

  We understand your concerns and will be happy to assist. Our install manager will connect with you for resolution. 

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20929792
  
  I am rejecting this response because: We had to hire ANOTHER  AC company to fix the air handler.  To seal it.......and spend the afternoon working on the unit. Why am I having to spend money to fix the issues you created.  This has been a hassle with constant issues with your company since I purchased this unit......

  And it is not the original unit...you had to replace THAT unit.......and install multiple different thermostats due to issues with the air conditioning.  This has gone on over a year and 1/2.....with Constant problems. We had NO Air conditioning after the first unit was installed for 3 days.....before you could get out and fix the problem. And it was August so it very hot outside.
  PLUS my energy bill is higher than before we bought the new unit from you because the air handler has been over working due to issues.....with stuff.

  YOU  said this unit world reduce my ENERGY bill but that is NOT the case......it is actually higher......like $789 a month  versus the $500 before we got your new fancy unit....or units.

  I want a monetary amount back on this whole 18 K experience......it has just not been worth it.......for my pain and suffering here....
  ********************************************************

  Customer Answer

  Date: 01/08/2024

  attached AC reciept

  

  Business Response

  Date: 01/09/2024

  Our records indicate our Install manager has made several attempt via telephone and was unsuccessful in reaching customer. We will continue our effort to get a hold of the customer and provide an acceptable resolution. 

   

  Customer Answer

  Date: 01/10/2024

   
  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. They have come out to do another repair. Cool Today has...To fix it as well.....so I am good at this point...
  

  
  

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

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 20929792
  
  AS OF today WE HAVE HAD 2 AIR CONDITIONERS WITH COOL TODAY. NOTHING BUT PROBLEMS FOR 3 YEARS. AND 2 AIR CONDITIONERS. WE HAVE HAD AT LEAST 7 THERMOSTATS REPLACED . MULTIPLE SERVICE CALLS. RIGHT AFTER THE FIRST INSTALLATION WE HAD NO AC FOR 3 DAYS. NOW ONCE AGAIN WITH A 2 YEAR OLD AC UNIT WE HAVE NO AC..... AND THEY ARE TELLING US THEY CAN NOT GET A PART FOR 3 WEEKS IN ******* NO AC..... FOR 3 WEEKS.... WE ARE TO HAVE TO HAVE NO AC FOR 3 WEEKS ON A 2 YEAR OLD AC UNIT......SUCH BULL C*** WORST COMPANY EVER!!!!!
  
  Sincerely,
  
  ***** ***********

  

  Business Response

  Date: 02/10/2025

  Good morning.

  We are truly sorry to hear of the experience you have received. We would appreciate the opportunity to make things right and resolve any grievances. Please contact our office at *************.

  Thank you,

  Quality Assurance. 

• Initial Complaint

  Date:11/27/2023

  Type:Delivery 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.

  Received from a debt collector name ******* *************** **** for $322.15 account from ********************** # ***********. Work was not authorized and previous bills were paid.

  

  Business Response

  Date: 11/27/2023

  Thank you for bringing this to our attention. Our service manager will be reaching out to you in hopes of addressing your concerns. 

• Initial Complaint

  Date:10/10/2023

  Type:Order 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.

  Firm was asked to come prepared to clean the evaporator indoor coils. The firm only cleaned out the drain lines. The firm did NOT fix the problem and the ** still leaks water on the floor.

  

  Business Response

  Date: 10/10/2023

  Thank you for bringing your concerns to our attention. Our service manager will look into your account and give you a call to provide an acceptable resolution. 

• Initial Complaint

  Date:10/03/2023

  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.

  ** unit installed around Oct 11, 2021. is not working properly , the faulty install or unit has increased my electric bill by 75%. I called numerous times to talk to a manger, I was told by their operator a manger would call me back within ***** hours. I've waited weeks for the first call back. They have sent several inexperienced tech to look into the issue and not one has mention the low Delta T which is the cause of the extra power consumption. The last maintenance which took place on 9-26-2023 includes the low delta in the results, but instead of fixing it, they offered to sell me a compressor , which wouldn't resolve the issue. Finally I called *********** so they could determine why my bill was so high. Their report pointed to the ** units, although brand new. it operates with the efficiency of a 15 year old unit and I needed to have them replaced or repaired. This is something Cool Today should have caught that during the two maintenance visit this year and the four calls I've made about the unit not working properly and I'm still waiting for a Manager call back.

  

  Business Response

  Date: 10/03/2023

  We apologize for any inconvenience this situation may have caused. Our installation manager is looking into your case and will reach out to provide and acceptable resolution. Thank you for taking the time to make us aware of your concerns. 

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20686772
  
  I am rejecting this response because:  The business has not reached out to me, and I'm still waiting on a call back from September. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/06/2023

  Our records indicate that we had a senior technician out to the property to make corrections per our install managers directions. Our Install manager will reach out to you to assure all concerns have been addressed. 

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20686772
  
  I am rejecting this response because: This complaints has two parts. 

  1. The business poor policy on calling back customers , the call center says " someone will call you back in ***** hours" I'm still waiting for the call back from last month. We could have resolved this issue earlier saving me $400.00 on my energy bill.  In their last BBB response they stated an "Install Manager would call me",  again I have yet to speak to anyone besides a tech. - This issue has not been addressed at all.  

  2. A/C unit not working properly, still waiting to see if the new thermostat and fan speed change corrected the issue. If the fan speed is correct then the unit downstairs will need the same adjustment. 

  Last- this should be a simple phone conversation between a customer and Cool **********************, why does it takes a BBB complaint for them to do the right thing ? 

  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/10/2023

  We are pleased to inform you that our installation manager was able to provide our customer an acceptable resolution. Thank you. 

• Initial Complaint

  Date:09/27/2023

  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 9/2/2023 I had an emergency AC repair done by the Cool Today company. The technician unplugged an extension cord in the garage to plug in his vacuum which he used to suction the drain line of my unit. When he unplugged his vacuum he did not plug the extension cord back in causing all of the food in my chest freezer, in the garage, to thaw. I did not go into the freezer until 9/6/23. That's when I found all of my food spoiled. I called the company to request a refund of $150 to 200 to replace the spoiled food. I received a call back the following week, the caller ***** left a voicemail. I have called him back several times and left alternate numbers to call and have not received any further communication. I don't have any missed calls from ***** so I feel the company is ignoring my complaint. Because their employee failed to plug the extension cord back into the outlet I have to pay to replace the spoiled food. To make the situation worse the day I discovered the spoiled food I was on my way out of town for several days so I had to plug in the freezer and freeze the spoiled food until I returned home to clean the stinking mess. Pictures don't demonstrate the stench that hit me when I opened the freezer after several days of no power. I feel I should be compensated for the lost groceries and the two hours spent cleaning the mess that was the result of the technician's error.

  

  Business Response

  Date: 09/27/2023

  Thank you for bringing these concerns to our attention. We apologize for any dissatisfaction this may have caused. Our service manager will reach out in hopes of offering an acceptable resolution once account history is reviewed. Thank you. 

• Initial Complaint

  Date:09/20/2023

  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.

  June 2023 problem with residential air conditioning system. System was $16,000 purchased and installed by Cool Today in July 2022. Problems began in June with the system overcooling beyond the thermostat settings, causing very high electrical bills and forced manual control of the system to stop it from overcooling. I have plenty of video evidence of the malfunction. 5 different technicians have assessed the system and determined there is no fault. One of them, however, witnessed the system changing from heat to cool and back to heat within a few minutes. He recommended replacement of the thermostat, which has been replaced. The problem persists and continues. The most recent escalated service call, a technician again said nothing is wrong with the system and then argued with me that the thermostat was being read incorrectly, even though I have been using it without problems for one year before this problem began to occur. The tech was condescending and rude. On September 15, 2023 I contacted Cool Today to escalate the problem to a higher authority in their company. The agent apologized and said a management official would contact me on Septmber 18, first thing in the morning. I have not heard from them yet. It is now September 19. I called Cool Today to let them know the next call I would be making would be to the BBB. The agent, named "Season" didn't seem to care. I have wasted two months of time and effort to make multiple service calls, taking of time from work each time a tech had to service the unit. I have very high electrical bills, $400 per month in a 1700ft2 3/2 home. A smaller system prior to this more energy efficient system never had that high an electric bill before it was replaced. I am not getting satisfaction to a problem that continues to persist. My wife and son have witnessed this problem, and I have recorded video of the thermostat several times showing the overcooling. Cool Today has not viewed the video by choice.

  

  Business Response

  Date: 09/20/2023

  We apologize for any dissatisfaction you may have encountered. Our team is working on resolving your concerns in a timely manner, we hope to offer an acceptable resolution. Thank you for taking the time to bring these issues to our attention. 

• Initial Complaint

  Date:09/08/2023

  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.

  I had company check my air conditioner due to overflow problem. The technician told me that I needed to take apart conditioner and change the base due to water damage. I did it and was charged ******** for this now the air conditioner is not working properly. My thermostat is set for 74 degrees and the temperature inside is 76 degrees. I have complained and they have sent 3 different technicians and the problem still exist. Also outside where it used to throw a little bit of water from the air conditioner now it's so much water that it's going into the backyard of my neighbors yard. I want to get it resolved before my neighbor gets mad due to the water going into his yard

  

  Business Response

  Date: 09/11/2023

  Thank you for bringing these concerns to our attention. We apologize for the dissatisfaction you have encountered; QA will contact you with a resolution to your concerns.