Complaints

This profile includes complaints for Cooks Heat and Air Conditioning Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Cooks Heat and Air Conditioning Inc. has 7 locations, listed below.

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  Cooks Heat and Air Conditioning Inc.

  1955 SW Main Blvd Lake City, FL 32025

• 

  Cooks Heat and Air Conditioning Inc.

  6271 St. Augustine Rd. #24 Jacksonville, FL 32217

• 

  Cooks Heat and Air Conditioning Inc.

  9019 Atlantic Blvd Jacksonville, FL 32211-8749

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  Cooks Heat and Air Conditioning Inc.

  3324 W UNIVERSITY AVE SUITE 373 GAINESVILLE, FL 32607

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  Cooks Heat and Air Conditioning Inc.

  12944 92nd Place Live Oak, FL 32060

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:12/04/2024

  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.

  On October 16th, 2024 Cooks Air Conditioning and Heating Specialist installed a Lennox Home AC system in our home. The install was great but we were immediately harassed by this company from the moment go. When financed we put 1000 dollars down and that qualified us for extra rebates including a 1000 dollars gift card from Lennox AC directly. When we sent permitting paperwork back to this company and they refused to sign for it on 4 straight days and they harassed us everyday for the paperwork they didn’t sign for. Later on November 29th, 2024 Cooks AC and Heating Specialist decided to call us to try to collect the 1000 dollar rebate from Lennox AC. They wanted that gift card badly. That is against the law in the state of Florida and federal regulations. On December 4th Cooks AC and Heating Specialist decided to threaten us and put a lean on our home if they don’t get now 1,527 dollars. Where that money comes from we don’t know. When the final service was complete we owned Cooks AC and Heating Specialist zero dollars. We need this resolved and filed appropriately. The state needs to be involved and so does the federal government. This isn’t the only time in their history of doing of such things as we can see they have done this scam to others along the way. Be aware of this company, they come across as good people but they are clearly scam artists.

  Business Response

  Date: 12/19/2024

  In reference to the claims made by *** ****** and *** *********, much misinformation is present. The "refusal to sign" they are referring to was due to the fact that they addressed documents to an address of ours that does not have any working employees present but rather is used for our technicians to transfer parts. Therefore, when nobody signed for it, *** ****** and *** ********* became extremely irate and belligerent, telling us that our employees should show up for work. For reference, the "Cook's employee" they are referring to is *****, the UPS driver who attempted to deliver the package. The "harassing" that is referred to was us attempting to open a line of communication in order to get the tracking number for said package and backtrack it. We gave clear instructions as to how the document was to be returned to us, and included a "send to" portion on the document at hand. 
  
  Fast forward a few weeks and we discover that the fiscal amount financed was $19,800 rather than the remaining balance of $21,327. For context, the total cost of the installation was: $22,327 and *** ********* decided to put $1,000 as a downpayment, resulting in the rebate card they refer to in their response as well. Thus forth, the discrepancy between the two totals (that being the balance and the amount financed) was $1,527. Our owner, ******** ****, spoke to both *** ****** & *** ********* in order to get the remaining amount funded. Since it was past the time of editing the financing amount, only 2 options were available to the customers: they could pay for the remaining balance in full, or they could send us their rebate card (worth $1,000) and would only have to pay $527 from there. Both *** ****** and *** ********* were against the concept of giving the rebate card back to us, and refused to pay the balance as a flat rate. 
  
  On December 2nd, after many attempts at communication with the couple in order to get this issue sorted out, we sent them a Final Payment Affidavit, stating that if they still refused to pay the balance, we would proceed with placing a lien on their property. This is a standard practice we must do to any and all customers who refuse to pay large sums of money to us. This was not a threatening matter, as it could have easily been avoided if *** ****** or *** ********* had listened to us and let us explain where the $1,527 came from. We attempted text messages, phone calls, and left voicemail messages to both members and neither would answer, or if they did it was an extremely unproductive conversation wherein they yelled at us for our business practices. 
  
  We have since been fully funded on this project, including the financing amount and the remaining $1,527.00 via an ACH transfer in totality. The permitting issue has also been resolved and the property has passed inspection. As far as Cook’s AC is concerned, this matter has been closed and completed. 

• Initial Complaint

  Date:06/17/2024

  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.

  To Cook’s Air Conditioning, I am writing to you to cancel my proposal agreement which I signed on Tuesday 06/11/24 For the EL18XPV system / S40 By law, I have 3 days to cancel I like for you to refund my deposit I gave you on 06/11/24 for the amount of $1,500.00 You can sent the deposit refund check to my home address: ***** ***** ** ******* ***** ***** **** *****, ******* ***** My contact phone is ************ Sincerely, ***** *****

  Business Response

  Date: 07/30/2024

  we are currently still trying to work out something with ***** *****

• Initial Complaint

  Date:06/17/2024

  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.

  We purchased a new home in September of 2023. he unit was replaced in July of 2023 by Cooks air. In august during our inspection there was a small water spot on the sealing that was identified as coming from the AC line. We did not think much of it and allowed the home to close. Fast forward to April of this year, the smoke detectors went off and when removed, water came out of the hole. A month later when the temperature began to warm, we call Cooks to come take a look. At this point we called out the emergency technician who didn't even look at the unit. We were told on the phone that our system was over a year old (which it was not) and therefore wouldn't be covered under warranty. I had told him I had removed the filter due to it collapsing with moisture, and showed him the water pouring out of the ceiling, and he said we need to change the filter more and get the line better insulted (that they installed) and left. Fast forward a couple of weeks and the AC is completely not functioning. The house is above 80 degrees inside and moist. We had to go buy dehumidifiers and called them again to come out, and see why we had no AC. The technician said that we likely had a leak and that if we wanted to find it we would have to do a leak test and that would be an additional $285. He then walked out to the unit and found the leak in <3 min. He then left his phone number and left. I called to ask him about the repair. He told me the until was 11 years old and that they had only installed the air handler. I told him that was false and he told me to shut up and "pretend like he knew what he was talking about". I hung up on him. I found all documents showing they installed the unit. Later called their office, who has since confirmed that it was under warranty. Because of the situation they were going to cover the refrigerant, but still charge me for the repair minus $3 of the original quote. Currently they want $925 to fix a system that never worked.

  Customer Answer

  Date: 06/17/2024

  We have now had another company come and look at the unit. They advised us the unit is a 13 seer unit that should not have been able to be legally installed. They also advised us that because of it age it is mismatched with air handler and they do not recommend repairing the unit. Cost of replacement is nearly $8k. 

  Business Response

  Date: 07/30/2024

  We have definitely made contact with *** * **** ****** talk about what happened with them. I just can't access the records. Also, the technician who was rude and allegedly told them to "shut up" has since been fired so we have already taken steps to rectify that situation as well.  

• Initial Complaint

  Date:10/12/2022

  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.

  We purchased a home from ******* * ******* ***** in July of 2022 with solar panels previously installed by Cook's Heating & Air, 03-15-2018, with a 10 year warranty. After receiving the first bill and speaking with the electric company, we found out that the solar panels are not working at all. I called Cook's on Sept. 1st and spoke with ******* about the issue and was told we would need to pay a $75 diagnostic fee. We paid the $75 on the 1st, which was processed on Sept. 2nd. See attached receipt. ******* scheduled the technician, ***** to come out on Friday morning, Sept. 9th between 8-10 am. At 10am **** had not yet arrived so I called the office. ******* said that **** was running behind, but would be at our home between 2-4pm that day (Sept.9th). I called the office at 4pm and left a message with a younger gentleman, and received a call back a few minutes later, and we rescheduled **** to come out on Tuesday, Sept. 13th. Tuesday, Sept. 13th, we waited at the home all day, and **** did not show, nor did we receive a phone call. I called the office at 4pm and spoke with a younger gentleman who said someone would call us back, but no one did. Wednesday, Sept. 14th, I called and spoke with ******* around 9am, who told us **** will be out later that afternoon. Around 2pm we hadn't seen or heard from ***** so I called and spoke with ******* again. I was placed on hold while she called ****. She told me then that he couldn't come out because it had been cloudy that day. I understood, and we rescheduled for Monday, Sept. 19th. Monday, Sept. 19th came and went, with again, another no call, no show. It was a bright and beautiful day, as was all the other days that **** was scheduled to come out, with the exception of afternoon clouds on the 14th. Friday, Sept. 30th, I called and spoke with ******* again, explaining that we would really like to get the solar fixed asap. She "promised" she would call back with a date, but still has not called.

  Business Response

  Date: 11/17/2022

  For this one, we did have this scheduled with ******* *****, but were unable to get to out there for several reasons, some being the weather, some scheduling conflicts. We have refunded the $75 trip fee we had collected originally since we were unable to get out there during those scheduled times.

   

  I am not sure who filed this complain, but I noticed that the phone number listed is for ******* *****, not the “new homeowner”. So, we have no way of contacting them directly and they have no warranties since that does not transfer over to new ownership. However, if they are willing to wait for Joel to get out there, he can stop by and make sure it’s working at no charge, but unfortunately, he cannot provide a date at this time.

   

  Let me know if there is anything else you need from me concerning this matter.

   

   

   

  Thank you,

   

  ****** *******

  Cooks Heating & Air

  ************