ComplaintsforCooks Heat and Air Conditioning Inc.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

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

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11-17-21: Contracted with Cook's AC & Heating to install a new Lennox Central Heat & AC Unit, Ductwork & Air Handler with high Tube Stand/Coffin Box, which would gravity out the existing drain line. Cust ID ***** Work Order ***** was paid in full $10,900. Our dispute is over a bad & improper installation. 11-20-21 The wrong tube stand was installed, too short to gravity AHU to existing drain. Crew drove to Home Depot & bought a condensate pump. We didn't approve & explicitly said no pump. It doesn't fit for a proper door to close off the AC & Water Heater closet now. It's not safe for kids using the bathroom. The pump is noisy & already leaked, flooding the closet. Service Tech came out, disconnected the pump & drained AHU into a bucket. He scheduled a Crew to raise AHU to gravity drain with no pump needed. Tech came back days later, after hours & said Crew was cancelled. He was told to put the pump back in & nothing else would be done. Repeated calls, emails, photos validating the bad install & that there's no room for a pump have been for nothing. Sales Tech ****** told me Crew Installer was fired. Marion Co Inspector even agreed it's a poor install. The 100% Satisfaction Guarantee that "system meets or exceeds expectations for quality & reliability" is useless. Owner ****** ******** says the unit works & that's the guarantee. He gave 2 options: 1. He will send a Tech to ensure condensate pump is installed correctly, free of leaks & will accommodate a door on the closet. 2. We pay an additional $700 & he will send a Crew to uninstall/reinstall AHU, re-duct with taller stand to accommodate existing drain. We will not pay more money for work, under signed contract, that should have been done right the first time! Our only recourse was to schedule option 1. That Tech couldn't find any way to get the pump re-done to fit in the closet either. He said there's nothing he can do but submit his findings & photos to his supervisor & we will be contacted. Please help!

  

  Business response

  04/27/2022

  We have contacted the customer and will be uninstalling, raising, and reinstalling the unit to accommodate the existing gravity drain and eliminating the condensate pump. This is scheduled to be completed 5/9/2022. This is exactly what the customer has requested as their desired resolution. 

• Initial Complaint

  09/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On July 1st 2021 I called cooks to get my air up and running due to system freezing. Upon having to pay for overtime/ after hour charge (that their website states they do not charge) the technician arrived approx 1-2 hours later while my wife, 3 kids and myself was out of a/c. They claimed everything was fine and was guessing that there was a faulty part called a TXV After the technician said they had to order the part I questioned the cost was informed would be none. A month later they finally called with the part in and scheduled service. The other technician wanted to assure we new the cost would of been $600. We specified we was told no charge. Needless to say we didn’t get them to replace part. Called another A/C company and they said the TXV was PERFECTLY FINE! Cooks tried to sell us a part that was not needed to get more money in their pockets. After making several attempts to call and speak to ***** about the issue to get answers calls go unresponsive.

  

  Business response

  09/28/2021

  I contacted *** ****** in reference to this complaint. I explained to him that I would be happy to refund his money for the trip charge and for his membership fees. I have cut a check totaling the amount that we have billed *** ****** and will be mailing it to the customer today. *** ****** stated that this was satisfactory to resolve this complaint. 

   

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

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