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:02/08/2025

  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.

  Purchased a LENNOX HVAC SYSTEM from COOL BEAR a third party vendor for ******. I told the sales person that I wanted a ****** and that I wanted through ****** for the extra warranty. He sold me, as per sales agreement LENNOX CBA25UH air handler but they installed an ADP AIR HANDLER Model LW319M707. Prior to finishing the installation my husband questioned the technician and he said not to worry because these units are manufactured by a subsidiary of ******. I WAS NEVER told that they decide to give me something else and that is not what a signed and authorized on my original contract. I immediately called the salesman and told him that I did not want this unit and to bring back my original a/c that they had just removed. They assured me that they would take care of it and bring it to my satisfaction. It has been 2 weeks and we have not resolved the issue and neither have they refunded me for my full payment of $9882.00. There haS been a lot of stress and frustration and many lies from COOL BEAR. I have spoken to 3 different people and now the salesperson is not responding to my calls.

  

  Business Response

  Date: 03/18/2025

  The consumer settled the agreement through the primary. She agreed to the settlement. We executed the settle agreement and completed the removal on 2/26. The customer had another company install the day after. 

  Customer Answer

  Date: 04/01/2025

  I finally resolved this issue with Cool Bear because I applied pressure on them by sending an email reaching out to the CEO of *******

  if it wasnt for ****** I would still be trying to resolve with Cool Bear.  They caused me tremendous mental anguish, stress and anxiety.  People have the right to know who they are.

  
  

  Customer Answer

  Date: 04/01/2025

   
  Better Business Bureau:
  
  

  I finally resolved this issue with Cool Bear because I applied pressure on them by sending an email reaching out to the CEO of *******

  if it wasnt for ****** I would still be trying to resolve with Cool Bear.  They caused me tremendous mental anguish, stress and anxiety.  People have the right to know who they are.

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

• Initial Complaint

  Date:10/11/2024

  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.

  September 12 our a/c stopped cooling. I had a family friend (HVAC certified) come out to look at it. There was evidence of a freon leak and he died the system to pin point the leak. The dye indicated that the leak was coming from the coil. Since it was recently replaced and had a parts warranty he said I should call the installer. So I called the installer (cool bear) to do a warranty replacement. They charge me $130 to come and look at it, I was in the auto industry and understand they have to verify the cause, that doesn't bother me. Once the tech got here though, this is where the problems start.I told him about the coil naturally, but expected him to go through his check list (as a tech you never take your customer's word or assume anything)....he didn't. Went straight to the coil, checked with his black light, confirmed the leak from there, and did nothing else. My wife even asked if he was going to double check the pressures or check anything else. He said no and that they'll send an estimate for the repair. A few days pass and we never got the estimate till I actually called asking for it. They sent it to me and they proposed $1900 for labor to do the replacement. The unit installed and old unit removed was $5,000. I'm instantly skeptical as that's almost half the cost just to replace one part. I call around and get several quotes for half that. I still gave them the benefit of the doubt and called to clarify if they were putting the cost of the part on the estimate as part of the repair (the part is covered under warranty and shouldn't be included in their estimate). They said they would get back to me and let me know by the end of the day. That was on September 19....I still haven't heard from them.

  

  Business Response

  Date: 10/19/2024

  We have initiated the diagnostic refund of $130.00. This will be processed on 9-21-24. 

  Customer Answer

  Date: 10/19/2024

   
  Better Business Bureau:
  
  We have reviewed the response made by the business in reference to complaint ID 22411359, and find that this resolution is satisfactory to me. 

  However, it is dated for 9-21-24. We have not recieved a refund as of yet. Or is this an error in the date and was meant to say 10-21-24. If it is indeed meant to say 10-21-24 we are ok with it. 
  
  Sincerely,
  
  Frederick Grevenberg

• Initial Complaint

  Date:10/07/2024

  Type:Delivery 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.

  Hi, I had an AC installed from Cool Bear air conditioning/ ******. Ive been waiting for the permit of my AC since November 2022. They keep saying keep saying that theyre waiting for a paper from ******. I just keep getting the runaround from ************* and especially Cool Bear. Would be great if somebody could contact me because its hard for me to articulate my words for everything thats been happening. Thank you, sincerely ***** ******. Count order

  

  Business Response

  Date: 10/08/2024

  We have explained to this customer that this is a manufacturer issue. The air handler that we installed does not have an AHRI matchup. ****** assured us that it would be taken care of and the unit would have a match and would be able to be permitted. ****** is producing the new air handler that will pass inspection. They had to be manufactured. Below is an e-mail from ****** stating the handlers will be produced in the second week of October. The customer will get a brand new air handler installed. The other option is for us to remove the system and install a Rheem system. The customer had space constraints so there are only two options to get them taken care of. 

   

   

  Hi ******,
  
  Theyre in for week 41 production 2nd week of October.  ****** said that their AH line was maxed until then.

   

   

• Initial Complaint

  Date:09/09/2024

  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.

  It has been 65 days from installation of my new AC. I have not received my *********** rebate money the sales mgr promised me in a check. I have not received my ****** Shop card. I have not received any kind of permit for work done or any inspection. I have reached out on numerous occasions for execution on their part and have received nothing in return except empty promises. They don't seem to care about the customer at all once the contract gets signed and installation is done. I thought I was dealing with a reputable company because ****** recommended them, but apparently not.

  

  Business Response

  Date: 09/24/2024

  The member did not finalize approval through his finance company. We walked through that process on Friday 9-20-24. That was holding up the process, This has been resolved. 

  Customer Answer

  Date: 10/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:08/24/2024

  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.

  I purchased an air conditioner with Cool Bear Services, LLC on February 9, 2024. I paid $7,516.00. My air conditioner started leaking on August 15, 2024. On August 16, 2024, a service technician was sent out. His name was *******. He thought that the line was clogged. He blew it out with a device and said it should be fine now. He mentioned that it may leak just a little more until it got dry in the air conditioner. To date the air conditioner is still leaking. ******* returned on Wednesday, August 21, 2024. After trying to determine what was wrong, he said he could not fix it. Its an installer issue. He mentioned that he would let his boss know so they would send someone else out. It now appears that the system is leaking into the drywall around the system. I called Cool Bear on August 22, 2024, and was told that they are sending ******* back out. I told the Cool Bear reprsentative I was speaking with that ******* said he cant fix it. He was here on Wednesday. They said the only thing they could do is what their manager said to do. ******* did not return. On August 23, 2024, I call again and was told that ******* was going to come out again between 3:00pm and 6:00pm. Again no one came out. As of today, August 24, 2024, my air conditioned is still leaking. Cool Bear is creating a major problem because water sitting creates mold. This water seams to be seeping in my drywall which is another issue. I need them to send out an installer to fix this issue. I'm attaching a picture of the wall around the air conditioner.

  

  Business Response

  Date: 08/24/2024

  Hello we are very sorry that you are unsatisfied with our services I can not pull up your account with just your last name would you be able to contact us directly ************ or you can reach my direct line ************  -*********************** Office Manger Cool Bear Services 

  Customer Answer

  Date: 08/27/2024

  The company and I are in contact with each other, however, I do not want to close this case until they resolve the issues.  Thanks.

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22190229
  
  The company and I are in contact with each other, however, I do not want to close this case until they resolve the issues.  Thanks.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/28/2024

  Customer Agreed to remove complaint once problem has been resolved we are currently at her property today 8/28/24 to rectify the issue and customer will be removing complaint

  

  Business Response

  Date: 08/28/2024

  Customer Agreed to remove complaint once problem has been resolved we are currently at her property today 8/28/24 to rectify the issue and customer will be removing complaint

  Customer Answer

  Date: 08/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Additionally, Im okay if you remove this complaint.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/17/2024

  Type:Product 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.

  COOL BEAR; REPAIR **************** PENDING!!!

  

  Business Response

  Date: 07/19/2024

  We have Issued a refund for customer of $130.00 diagnostic fee and out of Good customer service we will be returning at no charge to re diagnose the system and provide pricing on corrections that need to be made 

• Initial Complaint

  Date:06/19/2024

  Type:Product 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.

  I recently received a notice from "PZB ***************** Inactive Permit Information Request Form PZB - ***************** Inactive Permit Information Request Form" stating that the permit that Cool Bear got to install my new A/C last year was never closed out by the company. The company email regarding this issue is ********************************* The permit needs to be closed by Cool Bear.

  

  Business Response

  Date: 06/19/2024

  Below is from *** in our permit department.

   

  I have spoken with customer. He never contacted us to schedule a Final Inspection. As a courtesy we have paid the renewal fees and submitted a permit renewal request.  We are mailing another permit packet tomorrow.  I will reach out to customer for scheduling once the renewal is approved by PBC (5-10 days).

  Customer Answer

  Date: 06/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/12/2024

  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.

  In short, we are not getting the A/C service from Cool Bear that is in our contract. We are living up to our side of the contract but Cool Bear apparently has washed its hands of us. To fit our case to this format I'm going to highlight. At ****** in July 2020, we bought a Lennox A/C ($7200) from Cool Bear; included 1 yr maint. warrenty. 2 yr. renewal ($330.00) 3 yr. renewal ($660.00). Paid upfront, don't owe them anything. 1st inspection under current contract, March 11, 2024. Clean bill of health. End of April, A/C broke down. April 29 1st technician came out, no success finding problem. 2nd tech came out next day, found the problem and said 2-3 days at most to repair, no later than Friday. Which came and went. Brought out portable A/C. Didn't work. Another, also didn't work and by this time exchanging words. I don't have space to cover the number of customer service people we talked to; ********************** saying they didn't have the part and they didn't know when they could get it; our suggestions: take a part from another unit, nope. Replace the unit. Nope. Daily telephone calls to no avail. We bought our own portable, which is not a bad idea but it isn't a compliment to Cool Bear. May 10 technician shows up, wait for it, WITH THE WRONG PART! If it wasn't for him we would still be without A/C. As we understand it, he took a part from another brand that is compatible. (Cost: $650). Direct quote from technician: "Replace fan motor with a aftermarket motor. Will need to get OEM from manufacturer. Unit runs and cool at this moment." Also, technician said when the new part comes in, there will be no charge, because what he did is temporary. It's June 12. Called Cool Bear two days ago, said they would get back to us. Still waiting. We have lived up to our side. We want a satisfactory not temporary repair and we don't want to be ignored. Our feeling is that Cool Bear has our money and out of sight out of mind, they can ignore us.

  

  Business Response

  Date: 07/02/2024

  Customer agreed to remove review after speaking with them the issue has been resolved and handled 

  

  Business Response

  Date: 07/03/2024

  Customer agreed to remove review after speaking with them the issue has been resolved and handled
  

  Customer Answer

  Date: 07/05/2024

   
  Complaint: 21838690
  
  I am rejecting this response because: We agreed to remove the complaint because the company representative pleaded with us to rescind the complaint, the temporary installation is functioning, he promised we would have the permanent part installed shortly and that our three-year maintenance inspection warranty would be extended by a year. Also, we had to buy two portable units as a result of the delay in obtaining the permanent replacement. We also said that if Cool Bear continued to brush us under the carpet, we would complain to you again. We withdrew our complaint because we have A/C but not because Cool Bear has explained the delay in obtaining the permanent part to our satisfaction or has made an effort to keep us updated on the status. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 07/18/2024

  Customer has agreed to remove ******************** complaint due to understanding that apart from the manufacture of the ac system that we do not have any control over is out of stock however there air conditioning system is running with no issues at this time hence why they have agreed to remove the BBB complaint 

• Initial Complaint

  Date:05/28/2024

  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.

  Called Cool Bear on 5/25/24 at 1806 due to a/c not working. I was told they would dispatch someone. At 1929, I called back and they informed me that they would have the technician call me. No-one ever called. At 2201, from an unknown phone number ************, I was told that they would be out first thing in the morning between 0800 and 1000. On 5/26/24, no-one showed up until 1412. He stated that I needed a new motor and that they would either have it to install on 5/27/24 or 5/28/24 the latest. I asked if they were open on 5/27/24 due to the holiday. He stated yes. On 5/27/24, I phoned Cool Bear to see if they had ordered the motor. She was giving my message to the employees. No one ever called. I called at 1421 to speak with a supervisor, no one ever called back. The heat index from 5/25 through 5/5/28 was as high as 109 degrees. My husband is 100% disabled veteran and has extensive lung problems from chemical exposure from **** and can't tolerate the heat that we have been. I feel I wasn't treated like a long time client nor a valued customer. I to date have not heard anything from Cool Bear, nor the supervisor. I was charged $200 which I feel I should be reimbursed. I also was looking at my receipt from the purchase of this Lennox elite a/c from August 2023 and noticed they installed a Honeywell thermostat, charged me for the sense ******* thermostat and this a/c is supposed to come with the Lennox thermostat. I paid in full ****** for the unit. I feel that they have shady practice and unprofessional service. I also feel that the Lennox thermostat should accompany the Lennox system as I was informed by an up to date certified technician that the thermostat comes with the system

  

  Business Response

  Date: 08/02/2024

  I left a message for this customer to call me back, ********* manager was in contact with her. I believe this was resolved. If it has not been I will issue a refund of $200.00. 

  Customer Answer

  Date: 08/19/2024

  On 8/2/2024, ***** from Cool Bear called me.  When I phones back, I was informed that he was out of the office for a week.  I left a message for ***** to call me back.  As of 8/19/2024, ***** has not called me back

  Customer Answer

  Date: 08/19/2024

  ***** called me on 8/2/2024.  I returned his call, but I was informed that he was out of the office for a week.  I left a message for him to call me.  As of 8/19/2024, I have not heard back from ***** or Cool Bear.

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 21767840
  
  

  On 8/2/2024, ***** from Cool Bear called me.  When I phones back, I was informed that he was out of the office for a week.  I left a message for ***** to call me back.  As of 8/19/2024, ***** has not called me back

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

  

  Business Response

  Date: 08/21/2024

  I spoke with this customer and the refund has been processed for the $200.00. 

• Initial Complaint

  Date:05/27/2024

  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.

  I had the cool bear company I stall my AC unit about 3 months ago. The unit just died and the temperature inside my house is norme about 83 degrees. Though at the time of sale I was given assurances about the amazing after sale services etc I cannot get anyone to call me back about the emergency having 4 children in the house with a non functional ac despite having called the emergency line multiple times. They keep saying they relay the message but still no call. Started at 930pm and called them hourly and still no calls well in the next day.

  

  Business Response

  Date: 06/10/2024

  Have tried to reach out to customer multiple times no answer6/10/24.... on 5/27/24 we serviced the unit and cleared the drainline which was the main reason was not working properly have not had contact with customer since and customer has not tried to contact us since 5/27/24