ComplaintsforCoolray of Alabama
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Complaint Details
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Initial Complaint
08/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 8/16/2023 Coolray company employees while attempting to remove a working gas furnace from basement did forget to turn off gas line and then cut gas line at furnace resulting in fire in basement and destroyed said furnace, some insulation, and left odor throughout home. 911 was called by then merchant had used a pair of players to turn off gas, *************** came and checked for heat and residual fire then they aired out home, and questioned Coolray employee who started fire he told them he did not have much experience in the business. I spoke to Coolray manager named ***** about damages he said he would make good on them but he wanted to finish job first. The next day 8/17/2023 he sent a crew over and they removed the old ductwork and replaced some of it and left Some central air vents open in my basement with no ductwork attached to new unit Coolray installed. Since job was not completed I have called about 10 times for answers but the manager ***** from Coolray will not come to phone. Numbers they gave me was ************.Business response
09/13/2023
The furnace that was being replace is what was involved in the fire, the customer has a new unit in their home; their has been new runs replaced as well, we've been trying to get with the customer to complete the install and it was scheduled for this week Sept ***** but the customer is out of town but we have then scheduled on 9/19/2023 to add some additional runs we will also be providing free of charge a Captura Odor Eliminator a $400 value. Our system only shows 2 inbound calls from the customer and 3 outbound calls to the customer.
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Customer Complaints Summary
5 total complaints in the last 3 years.
4 complaints closed in the last 12 months.