Complaints

This profile includes complaints for Coolray Heating & Air Conditioning's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Coolray Heating & Air Conditioning has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Coolray Heating & Air Conditioning

  1787 Williams Dr Marietta, GA 30066

  
• 

  Coolray Heating & Air Conditioning

  1645 Williams Dr Marietta, GA 30066-6208

  
• 

  Coolray Heating & Air Conditioning

  1400 Northbrook Pkwy STE 380 Suwanee, GA 30024-7232

  
• 

  Coolray Heating & Air Conditioning

  1595 Commercial Ct Jonesboro, GA 30238-6592

  

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:08/23/2025

  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.

  Signed the proposal July 14 1. Unit Installed - July 17. 1. *********. INVOICE DATE. Jul 16, 2025 2. Unit Installed - July 17. 3. *********. INVOICE DATE. Jul 18, 2025- Error Thermostat not reacting to temperature 4. 07-18-25. Contacted salesperson - not enough air flow to the living room .5. contacted sales person - Unit died overnight - no power 6. 07-18,21,23 Coolray came out again to look at the unit *************. Jul 23, ***** Complained no power to the unit Found no power to furnace 10. 07-25-25. Complain to sales person (requested a call from corporate )7. contacted salesperson - still same issues - not enough air flow to living room ************.. Jul 26, 2025. Complain not enough air flow (specially in the living room (damper installed )9. contacted sales person - House is super hot , issues with thermostat again 10. 07-29-25. - ecobee error again. Issues not enough airflow and ecobee error out 11. 08-01-25. Coolray came out and installed a scoop for better air flow.11. ********* Aug 01, 2025. - Complain not enough air flow (specially in the living room ) Installed a tamper . 12. Contacted Sales person August 22 - Line is frozen - Ac Unit is blowing hot air. 13. 08/23/25. Coolray - came and out advised ( TXV / Metering Device ) is damaged and whole coil box will need to be replaced 14. 08/23/25. Whole weekend without AC - Apparently waiting on parts. Have requested multiple call from supervisor and requested unit to be removed and not satisfied at all with the Carrier Unit . Never got any calls from Coolray ******************** .At this point not sure what to do , we installed a unit and lost completely faith on the brand and on Coolray. Have started making payments on the loan , but want unit removed based their Your Lifetime Parts and Labor Warranty includes our 5-Year Lemon, 5-Year Performance and 2-Year Money Back guarantees, one (1) free year of our CoolCare Maintenance Agreement and more!

  

  Business Response

  Date: 09/02/2025

  Mr. *******,

  
  Thank you once again for taking the time to provide such a detailed account of your experience. I want to extend our sincere apologies for the frustration,inconvenience, and lack of consistent performance youve had to endure since the installation of your HVAC unit. This is not the experience we aim to deliver, and I understand how disappointing and stressful this situation has been. We recognize the multiple issues you faced from inconsistent airflow,thermostat malfunctions, and repeated service visits, to ultimately being without air conditioning for an extended period during the summer months.
  To address the concerns listed by Mr. ******* Coolray and ********** came together to provide the following resolution for the customer:

  
  On August 27, 2025, a conference call was held with you, the District Manager for **********, Coolray Customer Relations, and our President, *** *****. During this call, we thoroughly reviewed the history of your installation and service records. While it is true that only the condenser and coil were originally installed on July 16, 2025, as a gesture of goodwill and commitment to resolving your concerns, we offered to replace both the condenser and coil under warranty, as well as your existing furnace, although it was not part of the original installation.
   Mr. ******* agreed to the proposed solution, and we proceeded with the full replacement on August 28,2025.

  Customer Answer

  Date: 09/02/2025

   
  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:08/04/2025

  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.

  A $49 "routine ************************* was performed on my HVAC unit on 08/01/2026 by ***** ***** from Coolray. Shortly after Mr. ***** left, my unit stopped cooling. I called Coolray and was placed on hold for over an hour, attempting to get someone to come back out. By the time I got someone on the line, I was told that it was now after-hours and because all the techs were busy, no one would be able to come until the following day. Even though their website states they offer 24 hour emergency services. Keep in mind, this is the summer when temperatures are upwards of 90 degrees. The two customer service representatives I spoke to were extremely rude and unhelpful, and just kept repeating that someone from customer relations would call within 24 hours when I asked to speak to a manager or a supervisor. Because I had a tenant at the property who was experiencing extremely warm temperatures and because Coolray representatives refused to help me, I was forced to call ** ******* who charged me $199 for a service call and told me that an electrical component within the disconnect box had been damaged. This occurred during the course of Mr. ***** inspection because the unit and all electrical components were fine as indicated by his inspection report. He never bothered to check that the unit came back on once he flipped the breaker. They charged me another $347 dollars to fix it. So to summarize, what was supposed to be a $49 "routine inspection" on a perfectly fine system caused me over $600 worth of damages by Coolray and their negligent employee. Additionally, I still have not received a call or an apology from anyone at Coolray. Probably one of the worst companies I've ever dealt with. I have used Coolray at my primary residence previously but will never do business with them again.

  

  Business Response

  Date: 08/07/2025

  Mr. Charuvil,

  Thank you again for bringing your concerns to our attention. We sincerely apologize for the experience you had following the maintenance service on your HVAC system conducted by our technician, ***** *****, on August 1st. We fully understand the inconvenience and frustration of not having a working system during the summer season and not being able to reach us for support. We also apologize for the unhelpful and unprofessional interactions you described with our customer service team, which do not align with our standards or expectations. I assure you that will be addressed accordingly. After speaking with the Customer Relations Manager, we have processed a full refund of the $49 routine maintenance and inspection service as a first step in addressing this matter. Additionally, we are currently reviewing the service report and the condition of the disconnect box as noted. While our technician only flipped the switch on what appeared to be an already aged and rusted disconnect, we take your concerns seriously and are committed to reviewing all relevant information thoroughly. With that said we kindly request that you forward the invoice from the company you had out following our visit. We are willing to cover the cost of the disconnect box replacement only, provided we receive clear documentation that confirms the work was completed. An email was sent the day we spoke to forward that information over for further review or you can include it in your response. We look forward to receiving the requested documentation to bring this matter to a close.
  
  We appreciate your patience and the opportunity to make this right.

  Customer Answer

  Date: 08/07/2025

   
  Complaint: 23698502
  
  I am rejecting this response because:

  Prior to the Coolray tech, ***** *****, coming out and doing the inspection on the **** unit, the **** unit was in running condition. This is noted on the inspection reported by Mr. ****** "Checked amperage of all electrical devices in unit to monitor operation of components" "Checked Hi-Voltage connections in unit to prevent risk of wire burns". He indicated these items with the color green which per his inspection report means "No issues reported with heating / cooling". If he failed to do his due diligence to mark those items with the red marking indicating there were concerns, that is his fault, not mine. If he had came out and told me that he noticed issues with the electrical box or the circuit breaker, I could have paid to have that resolved. But instead of doing his job properly, he cut corners and left without ensuring the **** was in working condition. Per his inspection report, my unit and all electrical components were in working order. Mr. ***** ***** has a history of negligence because he lied about replacing the filter and he lied about not being able to find the access to the water since he never asked me. I am requesting a refund of the $199 service call that forced me to call **** ******* because Coolray would not send out another tech. Additionally, I am requesting the $357 that I paid to have the issue resolved. This is the bare minimum that I am owed for the distress that was caused to my tenant and I. I had to spend hours on the phone with Coolray and then subsequently find another company to fix the issue and then my tenant was without AC for an entire day in 80+ degree conditions. I am asking for reimbursement for expenses that were incurred due to the negligence of YOUR employee. Not anything more, not anything less.

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

  

  Business Response

  Date: 08/07/2025

  Thank you for sending over the requested documentation from **** *******. We understand that this has been a frustrating experience, and we do not wish to prolong it any further. In an effort to bring this matter to a close, we will be issuing a refund in the amount of $556, which includes:
  $357 for the replacement of the disconnect
  $199 for the emergency service fee
  Please allow up to 10 business days for the check to arrive by mail.
  We appreciate your patience and cooperation throughout this process. Should you have any further questions or concerns, please dont hesitate to reach out.
  

  Customer Answer

  Date: 08/13/2025

   
  Complaint: 23698502
  
  I am rejecting this response because:

  Will be refunded for the $49 for routine maintenance back to my amex? I will accept this respond once i have all my money back. 

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

  

  Business Response

  Date: 08/18/2025

  Thank you for reaching out. The $49 has been refunded back to the card used for payment. Please allow 7 business days for this to reflect. 

  Customer Answer

  Date: 08/19/2025

   
  Complaint: 23698502
  
  I am rejecting this response because:

  Ive received a refund of $49 back on my card. When can I expect a check to be issued out for the remaining $556? 

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

  

  Business Response

  Date: 08/20/2025

  Good afternoon,

  I confirmed with our accounting department, they have assure me the check has been mailed out. Please allow 10 business days to receive in the mail. Thank you for your patience in this process. 

• Initial Complaint

  Date:07/28/2025

  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.

  I requested Coolray to do a full inspection of our HVAC system as we noticed issues with both heating and cooling back in January 2025. They came out and concluded poorly conditioned zones in the home. They offered 3 quotes of which we accepted one of them which roughly cost more than $1,000 and di the work back in June 2025. We noticed nothing really improved so we called them again and they sent over a technician to see the issue. To our surprise, the technician, from Coolray, stated that the work that was done really wouldn't have changed much, rather adjusting the thermostat would be the option. Based on that knowledge alone, I could already tell we were swindled by this company. We gave them a chance and have them send in a senior technician to do a full inspection and he essentially said the same thing. I have repeatedly called Coolray to remedy this giving a full refund and they have brushed off by saying they will either transfer to claims department or call back later. It is not end of July 2025 and still nothing. I have attached the invoices from Coolray that describes the issue in detail. Basically, I requested a solution, not only was I not provided one, I was instead robbed by this company. I demand a full refund!

  

  Business Response

  Date: 07/30/2025

   

  Mr. ********,

  On behalf of Coolray, we sincerely apologize for the lack of follow through in resolving your concerns. We understand how frustrating this has been, and we truly appreciate your patience. Our Service Supervisor has reached out to discuss the issues you've experienced, and please know that we are committed to seeing this through. We do not want to walk away from the work thats already been done we want to make it right. You are currently scheduled with both our Installation and ************* Supervisors to visit your home and work toward a resolution on August 4th. Thank you for your willingness to allow us the opportunity to come back out. Your understanding and continued patience mean a great deal to us.
  

  
  

  Customer Answer

  Date: 08/04/2025

   
  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.

  However, I want it to be known that the resolution after discussing with Coolray is a monetary one which they said they will provide within 7 business days from August 4th, 2025.

  Sincerely,
  
  Rashhan ********

• Initial Complaint

  Date:07/12/2025

  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 July 5th, we contacted Coolray about our upstairs ** unit not working properly. Due to a previous delayed appointment, we became aware that the dispatch department for Coolray did not have the right contact number for us. We mentioned this to the customer service *** and to please just have the tech show up as someone is always home. The *** became argumentative, saying something along the lines of "we can't just start doing that" and saying it was probably our phone carrier. That advice is complete nonsense for lack of a better term as we have no issue getting any other type of phone call or text message. There was also no attempt to resolve the issue and have our contact number confirmed with dispatch. I was particularly surprised at how terrible this customer service experience was. Anyways, the tech came in the afternoon of July 5th, cleaned the drain line a couple times, and left. The service charge was $59. On July 7th, I noticed that the ** unit upstairs had stopped working again. What's more is that a large spot of water damage appeared on our bedroom ceiling. I went into the attic and discovered that water was leaking out of the cutoff switch itself, which Coolray's tech had removed to service the drain line. We tried to have Coolray come out that day and then the next day, which never happened likely due to the same contact number issue. We switched companies on July 8th and the problem was resolved in 90 minutes. We are now stuck with water damage to the ceiling because of Coolray's negligence in failing to properly clean the drain line and reset the float on the cutoff switch. Furthermore, we may have still been a customer if they had taken the time to solve our contact number issue. But unfortunately, the attitude of the *** on July 5th was the last straw. To Coolray's credit, we were refunded the $59 for that visit. But that's not enough to cover the damages. I'd like a response from upper management as to how they plan to make this right.

  

  Business Response

  Date: 07/18/2025

  Thank you for reaching out. We have attempted to contact the homeowner on July 15, 2025, and again on July 18, 2025 to gather more information but were unfortunately unable to connect.
  Upon further review, Coolray has agreed to assist the homeowner in addressing the damage to the home. We have engaged a third-party contractor to coordinate the necessary repairs at no cost to the customer. Outreach has already been initiated, and we will continue making efforts to connect and move forward with the resolution.
   
  

  Customer Answer

  Date: 07/18/2025

  The willingness to work with us is definitely appreciated. Please use my email, ********************** to start correspondence regarding scheduling with the contractor. It's the best way to contact me and provides a written record for both parties. Thank you.

  

  Business Response

  Date: 07/30/2025

  Thank you for reaching out. We have attempted to contact the homeowner on July 15, 2025, and again on July 18, 2025 to gather more information but were unfortunately unable to connect.
  Upon further review, Coolray has agreed to assist the homeowner in addressing the damage to the home. We have engaged a third-party contractor to coordinate the necessary repairs at no cost to the customer. Outreach has already been initiated, and we will continue making efforts to connect and move forward with the resolution

   

   

  7/30 - We have notified Quality Painting to reach out to the customer via email, as requested, to address the reported damages. At this time Coolray has accepted the damages .Thank you. 

  Customer Answer

  Date: 07/30/2025

   
  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.

  Quality Painting and Repairs came on 7/29 and repaired the water damage to the ceiling. They honestly went above and beyond and we are very pleased with the results.

  I'd like to genuinely thank Coolray for making this right. The response was timely and more than sufficient. 

   

  Sincerely,

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

• Initial Complaint

  Date:07/09/2025

  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 are writing to express our deep frustration and disappointment regarding the ongoing issues with the **** system installed by Coolray. Last night marked the third night in a hotel this weekon top of a similar incident in early Januarydue to yet another failure of the system. To date, we are out over $3700 in hotel expenses, and the uncertainty expressed by your technician, **** ******, about obtaining the necessary part leaves us feeling stranded in a situation that seems to have no resolution. Over the last six months, weve endured countless technician visits, yet the problems persist. The system sold to us by **** ******* appears fundamentally unsuited to Atlantas weather conditions. High humidity consistently plagues our home, and we are unable to achieve a comfortable indoor temperatureeven after spending nearly **$80,000** with Coolray in November 2023. This is not the quality or reliability we were promised, and it is certainly not what we expected after such a significant investment. We are now at a breaking point. After months of inconvenience, mounting expenses, and inadequate performance from this system, we are calling on Coolray to take decisive action to resolve this issue once and for all. We need a solution that worksone that restores our trust in this and makes us whole.

  

  Business Response

  Date: 07/15/2025

  Thank you for reaching out. Coolray has been in contact with the homeowner and, after further diagnostics, it has been determined that the equipment will be replaced under warranty. Additionally, Coolray has agreed to fully reimburse the homeowner for hotel stays as part of our commitment to Customer Satisfaction.
  We are actively working with the homeowner to complete this resolution. At this time, we are in the process of acquiring the replacement equipment and have offered temporary equipment to ensure comfort until the new unit is installed.

• Initial Complaint

  Date:07/08/2025

  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.

  To Whom It May Concern, I am writing to formally file a complaint against Coolray Cooling Heating Plumbing and Electrical, a company recommended to me by **********. I feel misled, taken advantage of, and disrespected as a customer. On the day of the sales visit, I was quoted a price of $13,710.00 for HVAC installation and services. I agreed to this price and signed what I believed was a final contract for this amount. However, I later discovered I signed up for a completely different financing agreement, a shocking $41,340.67 for two complete systemsan amount I never agreed to or was shown clearly. The financing summary reflects: Original quoted price: $13,710.00 Discounted financed amount: $6,519.67 Total cost shown: $41,340.67 Remaining balance: $34,821.00 This is not only confusing but appears deliberately misleading. I was never informed or given transparent documentation regarding this inflated amount. I feel I was manipulated into signing documents under the impression that it reflected the agreed-upon $13,710.00 quote. To make matters worse: Communication has been poor to nonexistent. I have called with no return calls from technicians ****** ******* and ***** ******. When I do reach someone, I am met with rude and dismissive attitudes. I have reached out to **********, as they are the ones who recommended this company, and I believe they should be aware of how their partners are treating customers. This has caused me financial stress and emotional frustration. I am requesting:1. A full review and adjustment of the charges to reflect the original $13,710.00 agreement.2. Immediate follow-up from Coolrays management team to resolve this matter.3. A formal apology from the customer service breakdown Ive endured.I am submitting this complaint in the hopes of resolution. If no corrective action is taken promptly, I will escalate this issue to ********** Corporate, local consumer protection agencies, and possibly legal representation.

  

  Business Response

  Date: 07/11/2025

  Thank you for reaching out. The information from our records are as follows.
  -On September 4, 2024, Coolray performed two full system installations.
  -One installation totaling $14,710 after $2,230.82 in discounts were applied.
  -Another installation totaling $20,111 after $4,288.87 in discounts were applied.
  -The total discounts applied to these installations amounted to $6,519.69.
  All documentation confirms that these amounts, including the discounts, are accurate and were approved.
  

• Initial Complaint

  Date:07/02/2025

  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 April 30th 2025 my wife and I had a new HVAC system and water heater installed by COOLRAY/Mr. Plumber/Bright ***************** ****** and ***** under company umbrella. My wife noticed scratches, scuff marks and nicks on our hardwood floors, located adjacent to the garage door where the water heater was installed. After further investigation there were scratches, hand smudges, and a piece of the wall damaged in the foyer, leading upstairs to the attic. That evening, we noticed that the water was **** warm. We immediately called COOLRAY to inform them of the problem and informed them of the damages to our hardwood floors and wall. On 5/6/25 COOLRAY sent Mr. ******* to fix the water heater. When I arrived home water was throughout the first floor of the house including the hallway, foyer, bathroom and garage. I immediately noticed the hardwood floors had started to buckle. ******* did everything he could to minimize the damage. He filed a report with COOLRAY notifying them of the damage he had caused in resolving the water heater and previous damages from the first crew. I was contacted by ****************** on behalf of COOLRAY. On 5/7 **** was sent to assess the our damages. They placed a dehumidifier in our home with instructions. This unit was in our home for over two weeks before he returned. **** from Beacon came back and moisture was present 3 additional dehumidifier installed. This was a very disruptive experience. When the moisture resolved the dehumidifiers were removed and were told someone from COOLRAY would be in contact for a path forward. To make things worse our hot water failed and stopped working today, 7/1/25. I've contacted COOLRAY to inform the female who took our call that our hot water failed, we've paid for the maintenance plan on this new water heater that was "FREE", on their HVAC promotion and when could someone come out to repair the issue. The young lady was very unprofessional, laughed and said we can't have anyone out until tomorrow.

  

  Business Response

  Date: 07/04/2025

  July 2, 2025, Mr. ******* performed a thorough examination of the water heater itself. This inspection caused concern for the possibility that the electrical system leading up to the water heater could be an issue.

  July 3, 2025, our BriteBox team performed an additional inspection to determine if there are any electrical issues that may be causing the new water heater to fail; our electrician determined the electrical system was not an issue for these circumstances.

  After reviewing all the information it has been determined the water heater was defective and replacement was performed on July 3, 2025 at no cost to the homeowner, as it is covered under full warranty. A supervisor attended the replacement visit to oversee and ensure this was handled with the upmost care for the homeowner.

  Regarding the property damage, these are being addressed through our insurance company. We will continue coordinating with the homeowner to ensure all repairs are handled appropriately and that the customer receives the support they need throughout this process.

  A member of our Customer Relations Team will reach out this week to confirm the water heater has been operational and to continue towards a complete resolution with the homeowner.

  Customer Answer

  Date: 07/04/2025

   
  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. We will wait patiently to see if anyone contacts us about the repairs to our home. 
  
  Sincerely,
  
  ******* ******-el

• Initial Complaint

  Date:05/22/2025

  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.

  Can someone please assist me in getting results from Coolray? We purchased a new system w/full duct work replacement for over $14k and I have service agreement with them as well.On 05/17/25 (Saturday) a technician came to my home due to A/C not cooling. In short, I was told the compressor was gone, a replacement part would be ordered on Monday, 05/19/25 and that someone would be in contact to schedule the installation of the new ******* between Monday and today, there have been a number of calls exchanged. None of the employees call me with an update, it's only when I call them. This is so frustrating.I've been in contact with someone from their client relations department, *****, but even as of 15 minutes ago, the same response is given just as it was on Tuesday when I called for an update: "The part has been ordered. We're not sure when it will get here. Once it arrives, we will then schedule it."I'm told there is no tracking information, nor approximate day/time - only that it could be today or tomorrow - even then, there's no guarantee.If someone with Coolray management can please take the initiative to, perhaps call their vendor for a real time update and provide facts, not guesses, I would be so grateful. Please help, thank you.

  

  Business Response

  Date: 05/23/2025

  Ms. ******** *******,
  
  Thank you for reaching out and sharing your experience. Our apologies for the inconvenience this has caused. We understand the frustration behind not having a working system and being at the mercy of waiting on repairs. Please understand there is a process when ordering parts and it is never Coolray's intention for this process to be frustrating for our customer's. However, I am pleased that we were able to get the part (compressor) in and we are scheduled for the repairs today. Thank you for your patience as we work through this matter. Please feel free to reach out if you have any questions. 
  
  

• Initial Complaint

  Date:05/14/2025

  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.

  I am writing to formally lodge a complaint regarding the unacceptable service I’ve received from Coolray and the thousands of dollars I’ve spent on ineffective and unnecessary repairs, all stemming from what began as a $30 promotional tune-up at Home Depot.
  
  Despite filling out their online contact the president form, calling the office and being told they would call back, and emailing the President Tim Smith, I have yet to receive any response except an automated request for a review which I assure you would not be pleasant. This continued lack of communication is both frustrating and unprofessional.
  
  Last May, a technician came out for the tune-up and recommended a $472 service to add refrigerant. Not long after, my AC system failed: frozen pipes, no cold air. Another technician then diagnosed it as a failed evaporator coil. That repair cost me $2,148 and was financed through Service Finance, which I just paid off today.
  
  A few months later, the same freezing issue returned. This time, I was told the entire outdoor unit needed to be replaced despite the fact that the system was fully replaced in 2018 and should have lasted decades. That repair cost me an additional $2,950.
  
  Now, as I start up the system this year, I’m facing the exact same issue for the third time. Yet again, a technician came out and, within minutes, claimed it was a completely different issue, confident, like every technician before him, that this would be the fix. The proposed solution: $4,226.68.
  
  To date, I have spent $5,570 on repairs with Coolray, and the original problem remains unresolved. Either the technicians are not properly diagnosing the issue, or I am being deliberately misled into paying for unnecessary repairs.
  
  I am beyond frustrated and extremely dissatisfied. I trusted Coolray, and that trust has been completely eroded. I am requesting a full refund of $5,570 so I can address this problem from what the last tech believes would actually give me a cool blowing air conditioning.

  

  Business Response

  Date: 05/15/2025

  We sincerely apologize for the inconvenience you've experienced with your HVAC system, particularly given that Coolray was not the original installer. We understand that unexpected repairs can be both frustrating and costly, and we appreciate your patience as we've worked to address these issues. We did call and left a voicemail to call us back directly to address the said concerns. Our technicians have taken a thorough approach during each visit to diagnose the problems accurately and recommend the most appropriate solutions. We can confirm that every repair conducted was necessary and based on the observed system conditions. From our initial visit to your home, it was noted that you had been experiencing issues with the system prior to our involvement. On March 19, 2024, during our first visit, you informed the technician of a pre-existing issue involving water accumulating in the drain pan. Upon inspection, our technician determined the cause was due to the evaporator coil that was freezing up and then thawing out causing water to build up in drain pan. It was also noted that the system was low on refrigerant, and the technician provided two options to the customer one was to charge the system which is a temporary fix due to the refrigerant can leak at any time depending on how big the leak is which is a more cost effective approach. The 2nd option was to replace the evaporator coil, which was a permeant solution but would cost more. The customer chose to hold off on any recommendations at that time.  We were called back on May 7, 2024, due to a “no cool” situation. At that time, the customer chose to have the system recharged with refrigerant. Once again, we recommend replacing the evaporator coil. The customer eventually moved forward with the coil replacement on May 30, 2024, successfully resolving the issue related to water thawing in the pan and freezing of the coil. On August 6, 2024, Coolray was called out for another "no cool" event. During this visit, we discovered the compressor had failed. We presented the customer with two options: to replace the compressor or to replace the condenser unit. The customer chose to proceed with the condenser replacement. Most recently, on April 7, 2025—approximately eight months later, the customer called to report a frozen line. However, that appointment was later canceled and rescheduled. On April 21, 2025, our technician assessed the system and found that refrigerant levels were normal. However, one of the upstairs dampers was stuck closed causing the lines to freeze due to the system being overworked. This was a separate issue unrelated to the previous repairs. The technician manually opened the damper, cycled the system multiple times, and confirmed that the dampers were functioning correctly at that point. Based on this finding, we recommended replacing the zone system to prevent this issue from recurring. Given that each repair was both necessary and unrelated to the others, and that all work was performed accurately and in accordance with proper diagnostic findings, we do not believe a refund is warranted. Our technicians addressed distinct issues during each service visit, and all repairs were completed to resolve the specific problems identified at those times. We are also happy to provide an updated estimate to address just the one damper, should you prefer a more targeted repair.
  Please let us know how you'd like to proceed. We value your continued trust and are committed to ensuring your comfort and satisfaction.

  Customer Answer

  Date: 05/15/2025

   
  
  Complaint: 23330438
  
  
  
  I am rejecting this response because:
  
   
  You failed to include the August repair of the outdoor unit which was unnecessary as I had called for the freezing pipes and no cool air again and thats what was done. Each of the 3 repairs should have been under warranty as they were done less than a year ago. If you are telling me that the damper was always the problem why was that not addressed initially? No customer should have to pay thousands of dollars to get to the root of an issue then asked to shell out more money when none of the repairs have sorted out the issue. 

  
  
  Sincerely,
  
  
  
  Jasmine Brooks

  

  Business Response

  Date: 05/19/2025

   It’s important to clarify that zoning was not the root cause. From our initial visit, it was evident that the system was experiencing problems—specifically, water accumulation in the drain pan caused by the evaporator coil freezing and subsequently thawing. Upon reviewing the service history, there have been multiple visits involving significant repairs spanning several months. Our first major intervention involved replacing a leaking indoor coil, which can—and in this case, did—cause the system to freeze. At the time of our initial service call on March 19, 2024, we noted that the system was low on refrigerant and recommended a recharge. However, the client declined this recommendation. We returned on May 7, 2024, due to a "no cooling". At that point, the system was again freezing. The customer opted to recharge the system, and we recommended a coil replacement, which was covered under the manufacturer’s warranty. Due to the coil leak and continued system usage, the compressor was subjected to increased strain. This often results in overheating and deterioration of the windings, which can ultimately lead to compressor failure. Furthermore, the new indoor coil has a higher refrigerant capacity than the original outdoor unit, creating an imbalance that can certainly contribute to the outdoor unit’s premature failure. Just weeks later, the compressor failed. Understanding the broader context, we offered a significantly discounted price for a full unit replacement rather than just replacing the compressor, as we recognized the underlying issues would likely persist otherwise. On April 21st we responded to another "no cooling" call, which we determined was unrelated to the system issues prior. This time, the problem stemmed from the indoor zoning system. Zoning systems regulate airflow throughout the home via a control board and multiple thermostats. A failure in the zoning components can lead to airflow issues, which in turn can cause the system to fail due to improper airflow. The technician that came out was able to open the upstairs damper that was stuck and got it to stay open but recommended replacing to avoid further complications. Each repair performed was necessary to address the ongoing issues observed with the system. No refund is due at this time.  

  Customer Answer

  Date: 05/19/2025

   
  
  Complaint: 23330438
  
  
  
  I am rejecting this response because:

  I have spent over $5000 with this company to fix these issues and the same thing is happening and they are now trying to get $4000+ more from me. The technician that came out last was able to diagnose the issue quickly, only when I followed him around as he was working so I could understand what was happening, which I will now leave a review and encourage anyone using you guys for a repair to do as well.

  I guarantee the person messaging here is not any of the various technicians sent out and has never even worked on my system.

  Again, I had to complain to the BBB in order to even get a response when I did fill out complaints to their formal "message the president" portal and emailed the president directly. Per their website:  We offer Coolray's Lifetime Parts and Labor Warranty, including $0 repair fees for life, We fix it correctly the first time with a 100% satisfaction guarantee, Our technicians are Trust-Certified, friendly, personable and committed to your satisfaction. The only one I can agree with is the last one, specifically of the last technician that came out and explained everything to me as I walked around with him. I am 0% satisfied with the costly repairs that were not fixed correctly the first, second or third time. 

  
  
  
  Sincerely,
  
  
  
  Jasmine Brooks

• Initial Complaint

  Date:05/09/2025

  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 purchased two HVAC units for our home in 2019 for about $20,000. At that time Coolray provided us a lifetime warranty on parts and labor, under certain conditions including having an annual maintenance inspection performed by "any qualified service company". The first 5 years of maintenance were free and provided by Coolray. This year we selected another company to do the service. They identified a faulty part that fell under the lifetime warranty, so I contacted Coolray to come out and do the repair at no cost. The Coolray technician agreed with the initial assessment, however he said we were not eligible because our service work was not under contract with Coolray. I showed him the warranty form and language which explictly does not require Coolray to do the annual service work. He elevated to his management who were adamant, despite a document in black and white that said the opposite. This is fraudulent and dishonest. Coolray then offered to do the repair "this time", but next time would be denied if I didn't sign up for a service agreement with them. I refused to be extorted and said I would be reporting this to the ************************'s office and the Better Business bureau. Attached are the front and back of the warranty form with relevant language highlighted and the invoice from our service contractor who originally flagged the issue.

  

  Business Response

  Date: 05/12/2025

  Mr. ********************* you for reaching out. We apologize for any misunderstanding as the technician was not looking at the updated warranty information. Were happy to help clarify the warranty associated with the system installed on November 9, 2019. You are correctin the warranty certificate, it does specify that annual maintenance may be performed by another reputable company, provided they are Carrier-authorized. After reviewing your account, our records indicate the only maintenance missed was the heat maintenance for 2024. If youre able to provide documentation for heat maintenance in 2024similar to the record youve already submitted for the 2025 AC maintenancethat would bring your maintenance history up to date. However, if youre unable to locate this documentation, thats fine; we will still honor the warranty at this time as it would be just 1 maintenance missed. We do kindly remind you to keep detailed records of all future maintenance, as failure to do so may risk voiding the warranty going forward. We appreciate your patience and attention to this matter. 
  
  

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23311619
  
  I am rejecting this response because:

  The stated facts are incorrect. 2024 service on both systems was performed by Coolray on 3/16/24. The report from that visit is attached. There is no gap in required annual service. 
  

  The technician was not misinformed. He spoke to his supervisor multiple times who put him in the difficult situation of denying service when it was clearly covered under warranty. In fact the technician was quick to confirm the issue and was prepared to address before he was told not to. Coolrays supervision and management was well aware of its actions, refused to speak to me directly or provide a path of escalation to resolve. 

  The outcome is acceptable, to provide the required repairs as outlined in the warranty.
  

  We will be keeping record of this correspondence and any response from the Georgia Attorney General so the next time that a repair under warranty is necessary Coolray will not attempt to avoid its contractual obligations. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 05/13/2025

  Good morning, Mr. ********************** accept my sincerest apologies for the oversight regarding our technician supervisor not connecting with you to gather all the necessary details. Upon reviewing your account, your warranty coverage is clear, and I will ensure this matter is addressed internally to help prevent similar situations in the future. Should you have any concerns regarding your account moving forward, please dont hesitate to reach out to our Customer Relations teamwe're here to assist you. While I am unable to change what occurred during the service visit on Friday, I want to assure you that your concerns have been heard and that the necessary repairs will be covered under your existing warranty. Regarding the 2024 heat maintenance, I have not been able to locate any record of that service. According to our documentation, the maintenance completed on 3/16/2024 was for the air conditioning system only, as noted in the report you attached under Type of Inspection/Tune-Up.

   

  Once the required part becomes available, we will promptly contact you to schedule the follow-up appointment. Thank you for your understanding and patience. If you require further assistance please feel free to reach out. 
  

  
  

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23311619
  
  I am rejecting this response because:
  For clarification purposes, these systems are heat pumps - the 2024 inspection covered both the indoor and outdoor units. Definition of heat versus air conditioning makes no difference, they are the same equipment and the photos in the report document it. The 2024 inspection covered the indoor air handler with the fan that has failed and is being replaced. It is labeled Furnace / Air Handler in the report. The repair visit is scheduled this Friday, as the parts are in stock. Thank you. 

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