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Business Profile

Residential Air Conditioning Contractors

Subcooling Services, LLC
BBB accredited business seal
BBB Accredited BusinessA-Rated by BBB

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/20/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 purchased a home warranty plan from American Home Shield in August of 2023. I called American Home Shield in May 2024 to file claims for my applicants. I received a call from, SubCooling Services, LLC of *****, ********* to let me know that they would subcontracting for ********************. June 4th I got an email, saying my job with SubCooling Services, LLC has been scheduled. Sometime toward the end of June, someone from SubCooling Services, LLC came to my home to write up an estimate on the work that I needed done on my appliances. From the end June to August 22, 2024, I begged and begged SubCooling Services, LLC and ******************** to bring my parts for my appliances-All I got was one lie after the next. SubCooling Services, LLC even told *** that they offered me free appliances and I turned them down-Like I said, lies after lies. On August 22, 2024 someone from SubCooling Services, LLC came out to fix my applicants. When the guy got here he realized that the first guy that wrote the order down wrong for several of the applicants-My washer needed Shocks, but Springs were ordered. My stove needed both back eye burner replaced, the order was written down wrong-they sent the wrong part for one of the eyes. My freezer needed the heater fixed in the bottom of the freezer-because ice freezes up and water leaks on the floors-The wrong part was sent for my freezer. My laminate floors are being destroyed from the water leaking from the freezer. I reached out to SubCooling Services, LLC a few days after the worker had left, I was told that new parts were ordered and someone would get in-touch with me as soon as the parts come in. I was even told by one of the employees that they were gonna make sure my refrigerator would be replaced because Ive been dealing with so much. Ive called SubCooling Services so many times, they stop answering the phone for me. The only way to get them to answer, is if I block my calls. Im requesting my refund payment for 13 months.

    Business Response

    Date: 10/08/2024

    Ms. Perry, sorry for any inconvenience with subcooling services. We have emailed the regional manager of American Home Sheild to have all your appliances replaced. It is not acceptable to us or any of our customers, it doesn't matter if they call us directly or a claim through a warranty company. We treat the janitor the same way we would treat the president. We have all your issues resolved and you will be getting all new equipment with better features. American home dropped the ball, so you are definitely entitled to having quick time frames on all repairs. FYI for our retail customer that call us directly and there is no middleman (warranty companies), if parts are not stocked on our van turnaround time for repairs is 24- 72 hr on appliances and 24-48 hr for hvac. On google we have over 800+ review and they are awesome. BBB I can tell you the only claim or responses we get from BBB is negative about issues with a customer from a warranty company, in which we are the middleman. Ms. Perry even said her warranty company AHS, this should be on their reviews for them dropping the ball for their customer not ours. We will be canceling BBB and accept all from Google, next-door, our website or other better services. Ms. Perry once again our company is truly sorry for your experience and hopefully, we can do business in the future without a warranty company being involved.

  • Initial Complaint

    Date:08/30/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    This company came to my home on Aug 21, 2024 about repairing my downstairs AC unit. At such time the technician also looked at my upstairs AC unit. He then dismantled both units and said parts had to be ordered. They scheduled a follow up appt for Aug 29, 2024. They then moved the appointment to today, Aug 30, 2024. The technician contacted me on his way here and said that he only had a work order for my upstairs unit. When I asked him about my downstairs unit that they also dismantled, he hung up on me. I spoke to their office and they are now refusing to repair my Air Conditioners and hung up in my face. The heat indexes have been over 100 degrees. I now am going into Labor Day Weekend without air conditioning and must find another contractor to repair my systems, Thank you for your assistance.

    Business Response

    Date: 09/16/2024

    Mr. Gala, your warranty company only send us one workorder and it stated Outside unit location: Ground, High Efficiency system: Unknown, Upstairs unit for claim# *********. Tech advised you on 1st visit that you would need to make another workorder for your downstairs system, we never received a new claim to look at your downstairs system. Due to you coming to us through a warranty company, we are to look at the system that's listed in the description detail. When the technician was in route to your home on 8-30-2024, you stated to him in a very rude manner " if you don't have the parts for my d*** downstairs system don't come" and cussed the technician out. He was advised not to go to home due to the rude behavior. We are more than willing to repair your upstairs system but came diagnose your downstair system until a workorder is started, if you want FA to supply your parts and not pay retail price for repairs. Sorry for the inconvenience--

    *** I have included the technician notes and the workorder that's stats upstairs system 

  • Initial Complaint

    Date:07/08/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    This is a contractor for American Home Shield. They informed American Home Shield, and I quote, h/o does not have ductwork to this add on addition to his home no duct was ran when room was added tech say room is separate from the house. This is a bald face lie. ******** was added to the room and the room is not separate from my house.

    Business Response

    Date: 07/08/2024

    We only advised them that a return vent will need to be added to new addition for proper comfort and cooling that area. AHS rep said customer just started there contact and made claim the same day. For that add on we submitted to install a mini split due to no return and existing system doesn't have enough cooling btu's to cool home. Customer could have called to office and talk to management or me the owner before submitting a BBB complaint. 

  • Initial Complaint

    Date:07/29/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 may 12 subcooling came to checkout the upstairs ac unit for my childrens room . They were chosen by my home warranty company!it was determined a part was needed to be ordered! Every other week I will call to fellow up with my homeowner warranty and subcooling! The woman that answers the phone for the subcooling is very rude no customer service manners! It was not until July ****************************************************************************************************************** to pay the out of pocket fee of over a thousand dollars. I told them the job is not complete and I would not pay until it is. Today is July 29 nothing. My kids go back to school next week! Not having an ac in there room! This company shows no compassion! Not even a phone call to update us! I will never use them once this issue is resolved

    Business Response

    Date: 08/02/2023

    Sorry about your experience. Subcooling Services is a 3rd party with your warranty company. They don't let us order equipment for their customers. They order all equipment and ************** to **. Our office staff checks on eta but we have no say so if when they will order it. We have reached out to MGT several times and was told the same thing (equipment is being order) and will be shipping to our office. We always give 100% customer satisfaction and hate to be in the middle of equipment ordering when it comes to a warranty company suppling your equipment. 

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