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:04/29/2025

  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.

  **** Cooling installed a "new" HVAC system in my home less than a year ago. The day it was installed the technician left black shavings on my floor and kitchen sink and I was not aware it had even gotten into my daughter's food. When asked about it, he lied until I reviewed the camera, never admitted to it and never received a call back about it. I had no intention of having them return to my home, but when I got a service plan with another company, they suggested I have the **** company who installed the unit less than a year ago (because it should be under warranty) come back out to tell me why water was leaking from one of the vents. The office personal (the same one I called multiple times previously who told me the owner/manager would call me back and never did) scheduled an appointment for a tech to come out and look and I explained this exact thing to here. At no point did she state there would be a service charge for the tech to come out and basically do nothing. If she had, I would have happily declined their services. **** poor customer service and lying to my bank about why and how she explained this to me before hand and then threatening me in a text message was the only correspondence I received from them, AFTER the fact. Where is the so-called honest company owner in all this...nowhere to be found or heard from. Your just lucky I cannot upload the phone recordings each time I called and was told someone would call back and didn't.

  Business Response

  Date: 05/12/2025

   

   

   

       Thank you for reaching out on this complaint.  The customer has called ********************** out  for a service call to look at her Duct Work not the System we installed.  That has nothing to do with the Install of new equipment (not Duct Work) we did almost a year ago.  We found absolutely nothing wrong with the System we installed or the Duct Work.   We explained to the customer that nothing was wrong with her Duct Work.  She is responsible for the $89 + tax Service Call on which Rudy Cools went out there for which she paid the Service Technician.  Only to find out a month later she disputed the charge with her bank as we found out via an email we received.  We have since spoken with the bank and they ruled in our favor.  The money she disputed now is back in our bank account.  

   

• Initial Complaint

  Date:10/29/2024

  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.

  Rudy Cools installed my HV** system in July/August 2023. My previous system was not keeping up with temperature when the hot outside reached above 92 F. I contacted them and asked if it was the system, the duct system, insulation issues or my windows, and they said a new system would fix the problem. When installing they found mold within the system, so they recommended an air purification system to go along with the ***** I asked if it could be in the ducts as well, they replied theyve checked and no issues were found, plus the air purification system would prevent that. The next weeks the ** upstairs (Damper system) was not functioning. I called them, they sent a technician to tell me it would be an additional $1.5K to fix. I called them angry as they never mentioned that and this should have been resolved when installed. They agreed and fixed at no cost. In summer of 2024 the HV** system could not keep up with temperatures over 92 F - which was my main issue to start with. I called them several times, they sent 3-4 different technicians that tried filing up the gas in the system, switching stuff, or just simply telling me "it was too hot outside and that was the issue". After dealing with that all summer I called them again, and they told me they would send the best technician they have. This super technician came and told me the duct system was not set up properly, and needed to be updated, with a price tag of $1.5K. I called them angry again since that was my question to begin with when quoting them for a system, and have been ghosted ever since. Its been 3 months now. On a separate story, my family and I have been having health issues without explanation. We did some mold testing here and there with negatives coming up, only to look into one of the ducts directly connected to the system and finding a good ole black mold colony hiding in there - even when having a air purification system, and having the installing team they saw nothing when installing.

  Business Response

  Date: 11/18/2024

  We have resolved the issue with the customer.