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:08/14/2024

  Type:Sales and Advertising 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.

  Purchase a new A/C unit from Action Cooling on August 12, 2022. It has a 10-year warranty on parts and a three-year warranty on labor. We also have an 8-year service contract with this company. On August 9th we called for service due to the unit not working properly. A tech showed up and drained the line, said the unit was working fine now. on August 12, (3-days later) The unit completely shut down at 8:00PM. We contacted the emergency number, and a tech showed up. He determined the motor was blown out and we would need to pay $289.00 for labor. After showing him our service and purchase documents. He determined that labor was included. He told us the part (motor) was at the warehouse and someone would be here in the morning. It's now 7:00PM and no one has shown up. I called the number again and received a phone call from the tech that serviced the unit. He said the manager "***************************" was supposed to call us with an update. I've had trouble with this company before. since the initial installation. I've spoken to *************************** two and a half years ago and also with Manager ***************** when we had a dispute over them destroying the (TRUSSES) when installing this unit in my home in order to replace the blower in the attic. This company has never come out to service the unit. Now when something goes wrong, they do not take action until you chase them down. This is the worst A/C company in the state of *******!!!! I need them to fix the unit immediately and stop playing games with customers or refund me the money I paid them for service/warranty so I can hire a reputable company to do the job they are unable too. I'm not the only customer that has had serious issues with them. Their business practices show that the problem is with MANAGEMENT! They blame everything on the customer and everyone else and don't take responsibility for the way they manage. I don't understand how they could still be in business. let's see how long it takes resolved this issue.

  

  Business Response

  Date: 08/15/2024

  Hello and thank you for using the *********************** to discuss your issue. Action cooling takes pride in the fact that we have been able to resolve almost every customer issue over our 20 years of doing bussines in the state of *******. I have reviewed this complaint and discussed the claims with my staff and managers. As of the time that i am responding to the complaint, we have replaced the defective motor and responded to any open service issue you have at this address. We will continue to be available to you for any service issue that you may have. That's what a air conditioning company does. We don't build or manufacture air conditioners, we service and repair them as needed. Every time you needed service we have responded and come out to help. We, like every other a/c company, are at the mercy of the manufacture and the supply house as to the availability of the nessesary parts that are needed. We can't control when the parts your unit requires are available. We try our very best to get all units repaired as quickly as possible. Sometimes it takes longer based on the part availability and the scheduling of manpower to do the work. Quite simply, you have to coordinate all those factors in order to get the unit fixed. i'm sorry you feel that Action Cooling was slow in responce to you need for a repair, but we simply have to honor our commitment to all our customers to give them the service they expect from us as well. its easy to say we ignore your need for service, but that simply is not the case. its also easy to say we're the "worst company in *******" but we always respond and resolve every issue to get your unit running as soon as possible. Remember, you have a labor agreement with Action Cooling for extended period if time, so as we work to repair your unit as quickly as possible, there is no out of pocket cost to you for this service. this is an agreement we will contine to honor, but if you like, i will refund a prorated amount to cancel your service agreement and you can use another company to service your system. Just keep in mind, Action cooling uses all the same manufactures and supply houses that all the other companies do. We have all the resources all the other companies do. To simply vent your grevences and then ask for a refund seems like someone who has their mind made up over a experiance, while unfortunate, is a very common repair issue that we resolved and your cooling as desired. Sometimes things just take a little longer than we want. I hope you can understand were not incompitant, just doing the best we can with so many other moving parts that are out of our control. Thank you for your time and communicating with the BBB. Feel free to call the office anytime. - ***************** ************   

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22137999
  
  I am rejecting this response because: I do not agree with the response. to begin with, I paid $11,200.00 for the installation of a new A/C unit. service. In the two years since the installation of the unit not once has Action cooling followed up on servicing the unit. Not only did they not follow up. They destroyed my home when installing it. I had multiple conversations with both ***************** and *************************** when it all took place two years ago. The final outcome was they refused to answer my many phone calls and gave me the runaround. Then, they blocked my number.  When I asked for the refund of $295.00 two years ago, what they did was include the 3-year service contract with the five-year service contract that came with the new unit extending it for eight years. My biggest mistake was to ever do business with this company. They are very good at one thing, MAKING EXCUSES!  As far as PRORATING which **** offered. I should be refunded for the full $295.00 for the three-year contract and since the new unit has an additional 3 years left on its original contract. They should pro rate the remaining of the original 5-year service contract left on the unit and buy me out completely. I paid Action Cooling for a service that I have not received. As far as the service with the unit now. We were told we would have the part in the morning by your own tech. We waited all day, and when we called a second time, after 6:PM the next day we were told to call again to speak with a manager in the morning. No one ever called us or communicated that the part was ordered. we were told it was at the warehouse. It's my right to voice my opinion with the BBB, social media, *********************** Etc. and if ***************** doesn't appreciate me contacting the BBB to vent my grievances that's just too bad, maybe you (****) should change careers because you definitely don't know how to manage. This is exactly the reason why I don't want anything to do with this company. There are plenty of reputable, honest and long-standing companies that provide excellent service. Action ******* is not one of them. They destroyed the (trusses) during installation and used the waiver they had me sign before installing the new AC unit. They don't communicate with you unless you follow up with them. If you plan to buy me out, don't insult me like you did with another unhappy customer and offered them $100.00 to settle. Word is getting around. 

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

  

  Business Response

  Date: 08/21/2024

  I'm not sure why we have been unable to resove your issue. our office is always open and we are all willing to help in any way possible. With that said, i will refund the full amount you requested of $295.00. it will be sent to the address we have on file. if you have a different address you would like the check sent to, you must call the office and let them know. ************. best of luck with your future a/c company. 

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22137999
  
  I am rejecting this response because: The $295.00 was an agreement purchased a couple of weeks prior to the instillation of the new unit. The amount of $295.00 should have been credited two years ago when I first asked your company. Instead, your company decided to add it to the new agreement which automatically included a five-year agreement extending the five-year agreement (New Unit contract) for eight years. the unit purchased for $11,200.00 came with a separate service contract for 5-years of service. Two of which have gone by without your company ever servicing the unit which recently broke down. I should be reimbursed for the $295.00 which would cancel that agreement, and the remaining 3 years left on the purchase of the new unit still stands. After the five-year agreement is over. We can both go our separate ways. If you want to buy me out of the agreement remaining on the new installation pro rate the amount from the $11,200.00, I paid.

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

• Initial Complaint

  Date:04/02/2024

  Type:Sales and Advertising 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.

  Have a service contract with Action.August 2023 I was on Vacation and my A/C quit working and **** came out and replaced capacitor, last week Action came out for routine service and I observed the capacitor **** installed had been left in original box and ducttaped to side of fan wall.The charge was ****** for this unacceptable repair. Want my payment returned less the ***** capacitor

  

  Business Response

  Date: 04/03/2024

  Hello, thank you for using this forum to make us aware of your issue with Action Cooling and Heating. I've reviewed the information you provided, and I can understand your question as to the appearance of the repair made. the use of a box in replacing the run capacitor is often done when the replacement part is a different size or configuration that the one previously installed. it doesn't change the performance or quality of the repair and often protects the parts around it from touching or arching when the unit is in operation. it may not look like you may think it should, but your unit was repaired and is working properly. I would be happy to send a factory tech by your home to check the part and see if another one would fit to your liking. but I see no problem with the repair made and your claims of 'unacceptable work" are simply a perception not factual. if you are not satisfied with this response, feel free to call and speak to me anytime or request a prorated contract refund. I'll be happy to assist you however you decide to proceed. thank you for your business. 

   

   

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21515705
  
  I am rejecting this response because:I have checked with several reputable A/C companies and none would duct tape a box to the inside of the fan.They stated the tape will breakdown over time and capacitor could fall and short out.They always make repairs to the manufacturer original way of strapping the capacitor to the fan wall.Please refund my ****** and no your company will not step foot on my property.************* will be my go to company they are so much more professional
  
  Sincerely,
  
  *********************.   

  

  Business Response

  Date: 04/03/2024

  I'm sorry you feel that way. its sad to see that after 10 years of service you are so convinced we're not qualified to service your system any longer. best of luck with your new company. furthermore,  no part refund will be issued. the parts are installed and this repair, that is working effectivly, was made over 6 months ago. the only refund that can be givin is for any unused portion of your maintance agreement which ends in october of 2025. i'll send the check to the address listed. i'll update the customer database. thank you. 

  Customer Answer

  Date: 04/04/2024

   
  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.
  Good luck with your duct tape and cardboard. Attached is the way ***** Heating attaches a capacitor, maybe you could learn something,  I just take satisfaction that another consumer will avood your shabby work.
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/12/2023

  Type:Customer Service 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.

  June 27th, placed a call to Action Air and Cooling regarding an issue with the ** unit we purchased about a year and a half ago when we moved into our house. The unit is under warranty. A technician came out to assess the ** that was not cooling the house. He stated that the ** is working fine and that we just needed more insulation. For 2 weeks the house was averaging about a temperature of 80 degrees while the ** unit was on. My wife and I decided to get a second opinion with another company and they found the problem as well as a supply vent and return vent that is not legally installed and unsafe. I have called Action cooling and heating for the past 3 days and no return call or service has been made. My expected light bill for this month is not fixed will be over $1200. I would like Action Cooling and Heating to rectify these problems.

  

  Business Response

  Date: 07/12/2023

  We made a few attemts to schedule a factory service tech to come out when we recived the call, but were unable to reach anyone with the number provided. We did however speak to someone today and schedule the factory tech to go out on friday 7/14/23 between **** to make any needed repairs or adjustments. Thank you for using the BBB to help us improve our customer service. 

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20308815
  
  I am rejecting this response because:

  The problem with the unit should have been discovered by the technician when he came to assess the unit back in June. We hired another company to fix the unit and we paid out of pocket as it would be less expensive to pay for the repair than having a $1200 light bill. I want to clarify one thing one the complaint. Action Cooling DID NOT install the supply vent and return vent that was installed unsafely/illegally. Those were already in place prior to us purchasing the house but it was brought to our attention by ****************** company.  I will take the financial loss at this time and consider this matter closed. Thank you, Action Cooling, for responding quickly to the complaint. 

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

• Initial Complaint

  Date:09/21/2022

  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.

  Im not sure where to start I was new to ******* in December ************************************************************** into a new system which is fine. Since then I have had them out at least once a month to clean the drain line which they did not replace with the new system. Recently and a total of two months Ive had them out or had to call four times. They were out yesterday and said that my drain line was disconnected but he didnt offer to fix it and it is PVC pipe. I let him know it wasnt cooling he said oh everything is fixed. The system has now ran all night long and will still not cool below 77. Theres brand new air filters and everything should be working. I would suggest to anybody looking at this company look at the complaints and do your research they have terrible follow up and customer service what I want at this point is to come out and fix my brand new system that they installed. I am under a service contract and every time they come out they tell me its working just fine. They tell me its normal for my drain to clog every week when Ive contacted multiple people of multiple companies who tell me that is not true. Im tired of getting the runaround and I want my system to work the way it should for a $10,000 system!

  

  Business Response

  Date: 09/21/2022

  Thank you for taking the time to communicate with us using the BBB. Often matters go unresolved for some reason and this is an effective way to address issues quickly. i see the history of this property and can understand your concern. drainlines are often stubborn problems, and need extra attention from the service ***** i will have the service manager call you directly and send out a factory tech with extra tools and materials to repair and resolve the drain issue immediately. not every tech has what's needed at times to clear a difficult drain, but they do have access to our service ***** to schedule a drain remediation to get this done. i apologize for the delay and time it has taken to handle your issue. This will go to the top of the service order list and get fixed as soon as possible. thank again for letting me know of this matter. 

• Initial Complaint

  Date:09/06/2022

  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.

  I have a maintenance contract with Action Cooling which I have been faithful to have scheduled and completed in a timely manner. The last maintenance that I had was on May 24, 2022. I was told nothing was wrong and then just this last week on Tuesday, August 29, ************************************************* my living room to find that there was a leak coming from my ceiling where the A/C is located. After discovering that the water tray was overflowing we promptly vacuumed the water out and sucked the outside line to find debris clogging up. In addition we found that the floater was not working. This all should have been flagged by routine inspection and it would have prevented the big expense I incurred. I wish to file a complaint with their insurance company to pay for damages from this negligence on their part.

  

  Business Response

  Date: 09/08/2022

  Thank you for communicating with Action cooling in regards to this matter. We at Action cooling always try to handle customer issues quickly and are always available to attempt a resolution during the week between the hours of 9-5. if we failed to get back to you for some reason i greatly apologize. i understand the frustrating problems that can arise with drainlines and water leaks in a home. we do our best to help prevent these issues from occurring, however it dosen't always totally work 100% of the time. the drainline is often as old as your home and has had many years of use. Build up and debris can effect how the system drains and routine maintenance dosen't always clear it up. thats why we have to include a Hold Harmless Disclaimer on every invoice we present the customer that explains how ******************************************* and its employees cannot be held responsible for any damage to the system or home because of a water related issue. As it states on every invoice you have signed, there is no foolproof system that can ensure that water leaks and float switch failures won't fail. We didn't install your system and have had very little history of going out to perform the maintanance. therefore i'm sorry to tell you we cannot help when it comes to the damage and needed repairs to the home. i see we have attempted to clear the drainline and i would certainly be willing to replace the float switch and help get the unit back to better working order when it comes to water sensors. feel free to reach out to us and schedule a repair to the ac unit if you would like. thanks for your communication with us using the BBB.