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:12/27/2024

  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 2 new Rheem AC units from Gulf Shore Cooling, first one downstairs 2018, 2nd upstairs 2019. First unit had problems after install and they went ignored. I had 2 new compressors replaced a year after installation. The 2nd unit had continuous problems with draining after installation and within 2 years it needed a new evaporator coil and there was severe water damage.2nd unit upstairs, I had an evaluation-inspection that confirmed there has been a long term leak caused by an improper installation on the auxiliary drain pan discharge pipe on the ac unit installed by Gulf Shore Cooling. Also, after reviewing all invoices by *** it stated that this unit needed to be raised after installation because this was causing the continuous draining problems as well and it was not completed. On July 1st, 2024 the slow leak draining problems finally came to surface and the complete side of my house had water damage due to the improper installation. The damages were estimated at about 7k to 8k not to include the ac unit being properly installed. Also, due to the drainage issues, I needed a new evaporator coil and the main problem was not taken care of at the time. I have had constant draining issues with this unit from day 1 and still have the problem. The last unit I had did not give any problems with draining because it was installed properly.I send an email on 7/2024 to ***** ******* the service manager at Gulf Shore Cooling, 2 times with no responses to my email to help or to at least acknowledge there was a installation problem. I also send the evaluation completed and nothing was done to acknowledge the continuous issues.

  

  Business Response

  Date: 01/03/2025

  Hello,

  We are sorry to hear about your situation but I know there are many factors involved. Our Service Manager, *****, tried contacting you to discuss your concerns. Please call him at ************ or email him at ****************************** We look forward to hearing from you. 

  Customer Answer

  Date: 01/10/2025

   
  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.

  ***** from Gulfshore Cooling responded immediately and his team came out the next day to assure us that all was done to standard/satisfaction.  

  Highly appreciative of all the efforts that were taken to help.

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

• Initial Complaint

  Date:09/03/2024

  Type:Sales and Advertising 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.

  6/24/2024 $12,500 New A/C unit was installed, poor craftsmanship when installed. Worry of poor craftsmanship was confirmed when an employee said they couldve done a better jobBrand new A/C unit has had issues with starting since the install on 6/24, promises of resolution has followed each time they came out to fix it. Whether it needed a part or an adjustment of some sort, they have not been able to get back to me each time until I called for resolution. After the 3rd or 4th visit to try to fix the problem, the fix to the problem was to basically bypass a sensor that was used to keep the unit operational. Since that was done, there has been no contact with me until I called in because the unit and the new thermostat (that they said I needed to have installed by them for the unit work properly) had stopped working completely. Their best offer was to try to have someone come out and take a look at it today but would probably be the following day.

  

  Business Response

  Date: 10/02/2024

  This issue has been resolved with the homeowner. 

  Customer Answer

  Date: 10/12/2024

  
  Better Business Bureau:
  
  I am not happy with the outcome but I’m not going to go back and forth with the company. My problem is that the poor craftsmanship was never addressed, am I supposed to fix the issues with the air handler that they did not? I am going to have to pay another company to come fix what was overlooked.

  
  I have reviewed the response made by the business in reference to complaint ID 22224960, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:12/27/2022

  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 Dec. 26, 2022 I called Gulf Shore Cooling about a no heat problem. They sent a repair person that didnt diagnose anything but just started replacing parts in the hopes it was the problem- all electrical parts that should have been tested before replacing. In addition, these three parts with labor totaled $987.00 without calling and asking me for my approval. They had my cell phone number and credit card info. The employee called me to inform me that the unit was running and the charge on my card will be $987.00! I said I was shocked at the bill amount and more shocked that 3 expensive electrical parts would all go out at the same time in a newer A/C unit and even more shocked that he didnt call first. He agreed and said he could take his parts back out and I would only get a bill for the service call. I told him to take his parts back and I will get somebody else that isnt just a parts changer. He took his parts out and dumped my parts back inside the unit but didnt put mine back in at all and left a bunch of loose wires hanging inside. Then the bill for the service call had an additional Fuel Surcharge of $15.00. This employee had racked up a $987.00 bill in 45 minutes at my property and probably does 8 to 12 service calls a day (per their phone agent) so the fuel surcharges would be more in one day than the gas that truck could use in 2 weeks. That is not even anywhere near a Surcharge but it kind of explains this companys greed and policy of overcharging for the little parts they stock on their trucks. My parts should have been put back the way they were without cut off loose wires hanging.

  

  Business Response

  Date: 01/11/2023

  Thank you **************- We value your feedback & I appreciate you taking the time out of your day to talk with me. Low voltage electrical shorts can take out numerous components in the system, unfortunately since you were not on-site during our visit It was hard to relay this to you. I believe this was a communication issue more than anything. We will take this as a learning opportunity moving forward & will use your valued feedback to grow. I am glad we were able to come to a resolution & that you are happy with the end result. 

• Initial Complaint

  Date:08/24/2022

  Type:Sales and Advertising 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 was charged $239.00 on 08/15/2022 to clear a clogged drain line from a newly installed HVAC unit in my condominium. Attached is a copy of Invoice #XXXXXX which includes the following charges: $15.00 Fuel Surcharge $125.00 Flush clogged drain line $99.00 Diagnostic Fee (includes travel time) $239.00 Total charge This HVAC unit with an air scrubber was installed in my condominium unit on January 6, 2022 by Gulf Shore Cooling (the total charge being $7,814.00). The condominium was unoccupied until July 15, 2022 when I moved into the condominium. Between January 6, 2022 and July 15, 2022 the HVAC unit was used only when workers were present at the condominium to replace rugs, paint, install ceiling fans, and to complete other minor repairs. My condominium unit had been occupied and the HVAC system regularly used for less than a month when the HVAC drain became clogged and water overflowed covering the furnace and flooring. The Gulf Shore Cooling Technician who flushed the clogged HVAC drain line said that he had to use nitrogen to clear the line because of calcium buildup. It takes time for calcium to build up to the point that a drain line is plugged. When the HVAC unit was installed on January 6, 2022, my understanding is that the Technician should have-particularly because this is an older condominium unitflushed the HVAC drain line using nitrogen to ensure that all calcium or sludge present at that time was removed. I informed Gulf Shore Cooling by email of my opinion that this was not done by the Technician when the HVAC unit was installed. No response was received. This $239.00 charge is not warranted. A $15.00 Fuel Surcharge and a charge of $99.00 Diagnostic Fee (which includes travel time) is not justified for a HVAC unit under warranty. I was required to contact Gulf Shore Cooling because the HVAC unit was under warranty. I am requesting a refund.

  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/25) */ ****** we are very sorry for any inconvenience we may have caused. Our service manager Keith is attempting to contact you to help you resolve your issue. You can call him back at XXX-XXX-XXXX. We will work hard to come up with a resolution that will satisfy you and earn your trust. Consumer Response /* (2000, 7, 2022/08/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes. Resolved. Will receive 3-maintenance (6-month) services with first service scheduled 01/15/2023.