ComplaintsforCool Air Company Inc.

• Initial Complaint

  12/26/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On December 1, 2021 Coolair came to my house to reinstall a ********** mini split unit that was removed by them late summer of this year. I had called for an appointment and never heard back. I was at work when I got a call stating my technician was on his way. No one from the business had even informed me I had an appointment. All needed piping was exactly where it was when the technician removed the unit. My contractor had insured nothing was touched or moved. The technician had been there for hours. My friend showed up and I asked him to check on what was happening and why they were still there. The unit was being installed on a different wall than it was supposed to be. The tech stated he was waiting for parts. Yet he never once thought he should call and discuss any changes with me the home owner. I had the same thing happen in the summer where the same technician ****** showed up and spent the entire day sitting at the house waiting for parts and at that time he never reached out to me to tell me there was a problem. I asked to be called. ****** called me but couldnt seem to give me a valid reason why the unit had been moved. I got home and my brand new wall had gouges in it. Large area with scratches as well. The unit was not on the right wall and wasnt even installed correctly. I got an extravagant **** where again I was charged to pay ****** to sit around all day not doing any work but just waiting for parts. I spoke to ***** and sent her a detailed email with pictures. She never responded. Again another common practice for this company. I now have a unit that is not functioning and cant even be turned on. He left the drain pipe out and not draining anywhere. I have a ceiling he ruined. Holes in my new wall. I used Coolair since they installed the units. This summer they did work on them billed me an excessive amount for something that has never worked and Ive been calling about for five years. My contractor repaired some of the exterior wall.

  Business response

  01/21/2022

  CoolAir Company strives to make each homeowner/customer happy with their service.  Sometime the job is not as easy as the homeowner feels it is.  They also sometimes assume the technicians are on the phone when waiting for  technical support in a phone que. 
  
   
  
  We are working to make sure ***** is up and running and is a satisfied customer.  We are dealing with receiving inventory, low inventory and delivery of parts.  We are also working very hard to cover all customers with a short staff, covid outbreaks and quarantines happening so often.
  
   
  
  CoolAir has a great reputation and we pride ourselves on 1st class service to all our customers.  We will make everything right for ***** and will not stop until we do.  We are doing the best we can with our technician and install crew testing positive and/or in quarantine.
  
   
  
  Please let me know if you need further information.  I will forward any additional information regarding the open issue once we have resolved it with *****,
  
   
  
  Regards,
  
   
  
  ***********************
  
  Office Manager

• Initial Complaint

  06/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/30/21 Cool Air Company came out to my home to provide annual maintenance on my AC system they originally installed in 2014. When I purchased a new ****** furnace and AC system with them, a 10 year service and parts warranty was included. Part of the contract requires that I have annual maintenance done on the furnace and AC. Therefore, I have them come out twice per year, both in spring and fall. When they came out in April, the technician found a "weak capacitor" and recommended it be replaced (see attached 4/30 service order). When I originally asked the technician about my warranty, I was told initially that it wasn't covered. I later emailed the company (***********************, owner) and he informed me that it was covered and part was ordered (see attached "*********************** email 5_11_21"). Since that time, there has been no proactive contact by the company to install this covered part. I sent a letter on June 17th to *********************** and he hasn't responded (attached).

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