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:12/19/2022

  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.

  On November 12th I noticed an issue with a leak in my air handler. ***** (owner of get cool air) came out and diagnosed it may be a pan crack. He also advised itd be easy to clean the coils (which were at 30% coverage) if it was and offered a cleaning to which we denied. I advised the pan was still leaking, therefore ***** ordered a replacement pan under warranty. Now estimate was given or price was given for replacing the pan. Only if I wanted coils cleaned. Upon completion of the pan replacement on December 15th, ***** asked how I will be paying, I asked what Id be paying for and he began to disrespect me and stormed out of my house and told me not to worry about it. He then asked me to step out front and began to argue with me and state I should have asked all the services that were being done, I originally just scheduled a pan replacement. He told me he was going to take the hit and to find a new ac guy. A few hours after he left he emailed me an invoice that was including the coil replacement, a warranty charge, and a service charge. At the bottom of invoice it states I will be charged 3% for everyday I dont pay. I never signed an agreement to have the coil cleaned or agreed to these payment terms. Im not asking for free services. I dont mind paying labor for pan replacement and a service charge. ***** has been very disrespectful and unprofessional in his communication with me via text and Im my home.

  Business Response

  Date: 12/22/2022

  On November 10th, ******************** called our company for service due to a water leak. Our service calls are $69.95 for us to arrive and diagnose the issue. 

  On November 12th, we were able to service Mr. ********* HVAC system which was compacted with dog. Due to the amount of dog hair clogged in the safety switch and drain line, the safety switch was not able to serve its purpose of shutting the system down when there is a backup of water. At this time, we informed ******************** that his coils were also covered in dog hair and his pan was cracked which was causing the water backup and water leak. The filter was also impacted by dog hair. Filters are to be replaced every month and this filter appeared that it had not been changed in quite some time. It was clear from our assessment that this system had been neglected and not properly maintained, which caused it to fail allowing water to back up and leak. 

  We installed Mr. ********* HVAC system in July of 2020. All manufacturers require homeowners to have maintenance done on their new systems every 6 months to once a year to keep their warranty valid. ******************** has not called our company since the install to schedule or complete his required maintenance on the system nor has he supplied proof that he had another licensed company complete the required maintenance, which puts his system at almost 2 years without any required maintenance. 
  

  After the initial install of his system, ******************** received a 5-year parts, 10-year compressor & coil, and 1 year labor warranty as annotated in his invoice. The suggested repairs on the recent service call were to replace the cracked pan and to clean the coils. The pan itself was processed under warranty and there was no charge for the pan other than the manufacturers processing fee. The cleaning of the coils is a service which is not covered by any warranty. The 1-year labor warranty expired in July of 2021 therefore ******************** is responsible for the labor to change out the pan. It was explained to ******************** that to get to the pan, the coil must be removed so cleaning both the indoor and outdoor coils at the same time was highly recommended, and ******************** verbally agreed to go ahead and have the coils cleaned at the same time. 

  After we ordered the pan and it arrived, we returned to Mr. ********* house December 15th to complete the pan replacement and clean the coils. During this time, we also had severe weather which resulted in a tornado touching down in the vicinity of Mr. ********* house. Due to this severe weather, we were unable to complete the coil clean on the outside units coil but were able to still complete the cleaning of the indoor units coil. At this time, ******************** personally observed the coil being cleaned and did not dispute nor say that he did not approve of the cleaning while it was being cleaned. On the invoice ******************** submitted, you can see that we deducted $150 for the outdoor units coil clean that was not able to be completed due to the storm. This would leave a total of $485 for the time, labor & materials to remove and clean the coil, removal & replacement of the cracked pan, reinstallation of the coil, and test & balance system to make sure it was operating to factory standards. These prices are company standard prices, and therefore the amount of the invoice is justifiable and payable. 

  We agreed to perform this labor based on Mr. ********* verbal request to service his system.  We did not have him sign a written contract based on the previous work that we performed for him, his referral by a good customer, and his position as a former law enforcement officer.

  As denoted in the text messages provided by ********************, our quote to replace the pan (only the part was under warranty) and clean the coils was $635.  ******************** did not dispute the charges until after the services were completed and we requested payment.  While ******************** has attempted to negotiate a lower price, unfortunately, it is not our companys policy to negotiate prices.

  We are sorry that ******************** is disappointed with his experience with our company; however, based on the verbal agreement between ******************** and Get Cool Air along with the completed services that ******************** did not dispute either in his communications with us or as he observed them being performed, our position is that ******************** owes the full amount of $594.95.  As a good will gesture, we are willing to reduce the amount owed to $500.00 as previously offered, which represents a waiver of our service fee and an additional $25.00 discount. 

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18595610
  
  I am rejecting this response because:

  I never verbally agreed to having my coils cleaned. Severe weather impacted my area hours after Get cool Air left my residence. I was informed it would be easier to clean the coil while replacing the pan but it was ultimately up to me and my wife. We both discussed with ***** that we could not do the cleaning. At no time was I told that it had to be done. I change my filters every 3 weeks as instructed. ***** acted in a very disrespectful and unprofessional manner towards me and on camera. As a customer I should not be talked to the way anson talked to me. ******* me for his kids not being able to eat, how bad we are for treating him the way we did according to him. Yelling at me in my yard is no way to treat anyone when I was respectful and trying to clear up the mis understanding. I never agreed that I wanted my coils cleaned, I am not an ac technician so I should not be blamed for not knowing what he was doing every step of the way. I am willing to settle for an hour of labor and a service charge. $250 should be plenty to cover an hour of labor and a service charge which I originally was told not to worry about on November 12th. I have been told multiple time be anson and have video evidence that I dont have to worry about paying. 

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

  Business Response

  Date: 12/30/2022

  As mentioned in our original response, ******************** did not dispute the charges until after the services were completed and we requested payment. Yet again, we are sorry that ******************** was disappointed with his experience with our staff, however ********************, the customer, does not have any right to set costs on services provided by Get Cool Air just because ******************** and our employees personalities clashed. ******************** is turning this into a dispute of character rather than a professional business transaction for services that, verbally agreed to, were rendered.

  We will not continue to debate with ******************** either over his hearsay allegations, nor wasting any more time and resources of the Better Business Bureau or of those of Get Cool Airs.  

  Ultimately, since ******************** does not want to accept our previously offered twice now goodwill gesture of a reduced rate of $500 for the services rendered and seemingly would prefer to continue to only submit false hearsay statements instead of reconciling this situation, we regretfully have no other option but to file a Claim of Lien for the full amount of $594.95. Claim of Lien will be filed for $594.95 if payment of the goodwill jester amount of $500 is not received in paid in full by ******************** by Friday, January 6, 2023.