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:07/22/2024

  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.

  We purchased a brand new Rheem 2.5 Ton air conditioner (inside and out) for our Condo from Cool Air USA on 4/30/24, installed on 5/1/24. We have said the unit is not cooling properly and shuts down. They came to repair the unit on 5/7/24,5/9/24,5/16/24,5/22/24 and 7/20/24 due to a major leak and the unit not working and in addition the countless calls to customer service and management. The ********************** visit revealed a leak of the **** coil. This part normally goes bad in a unit after 10-15yrs not in a 2.5 month old. CAU now wants to replace the part and charge for it! We have continually requested to have the unit returned and replaced as a manufacturer lemon. CAU has shown reluctancy to address it with the manufacturer and have doubted our claims of the units malfunction. We do not want the part replaced, we request the unit be replaced with a new one. This will persist as ongoing problem, today one tomorrow the next, until the warranty expires and we are liable for labor/part charges. We are entitled by Florida's consumer right laws to receive what we paid for, a NEW functioning AC. I am a senior citizen and the lack of functioning AC in this heat and dealing with CAU is causing me undue stress and anxiety. I suspect the Cool Air USA has installed and I demand a complete replacement of the unit as per the original contract.

  

  Business Response

  Date: 07/30/2024

  Hello ***** and thank you for bringing this to our attention.
  We have been attempting to resolve the issue you've been describing with the air conditioning unit. The main issue we are experiencing is getting cooperation in getting the information needed to justify unit replacement to the manufacturer Rheem. We do appreciate the documenting of the times you spoke with us in May, but I want to be as transparent as possible regarding this matter. It was explained many times that to replace the unit under warranty we must produce evidence to the manufacturer, Rheem, that the system is defective.
  As the issue is described as only happening late at night, you supplied us with pictures of system behavior overnight. The evidence you provided to us has been attached to this complaint response. The evidence you provided is as follows:
  Picture of a digital clock reading 5:05
  Picture of thermostat reading 70 degrees inside home temperature with set temperature clipped.
  Picture of thermostat reading 75 degrees inside home temperature with set temperature clipped.
  Picture of thermostat reading 70 degrees inside home temperature with setpoint temperature set to 70.
  Video of thermostat being off with inside home temperature at 73 with setpoint temperature set to 73 degrees.
  The evidence you provided shows the normal operation of the air conditioning system. It was explained at that specific point in time (week of May 14), that this was normal for a unit. It reaches a set point temperature, it turns off, it waits until the temperature in the home rises 1-2 degrees, and then it turns back on. You insisted there was a further issue with the system. We requested again your assistance for this as we realistically cannot send a technician at 12:00am, 2:00am, or 3:00am to inspect the situation.
  
  The work order for the visit after this is also uploaded to show that the unit was found to be operating within manufacturer standards. All of our visits during May found the system working to the manufacturer's standard, but as a courtesy, we replaced the thermostat as well.
  At that point, in the same week of May, we decided to involve the owner of Cool Air USA in assisting with this matter. He provided you with his personal phone number and you were in direct communication with the owner. The owner had proposed the following solution:
  Installation of a monitoring device on the air ********************** system to record the system's operation to pinpoint and document the exact defect with the air conditioning unit
  At that point, no response was received from you. This was May 23, 2024 and May 24, 2024. We followed up in the upcoming days and still received no response in resolving this matter. These text messages have been uploaded as well to this response.
  You contacted our company at 8:47am on July 20th, which was a Saturday, stating the system was leaking water. We dispatched a technician to your home the same day. A follow-up visit for July 23rd, 2024 was scheduled for a supervisor to inspect the unit as on the weekends we have emergency response teams scheduled, whereas on weekdays we have our field supervisors available. On the day of the follow-up visit when our supervisor was on the way, you called in to cancel the appointment alleging that we were not trying to help you and that the only way you'd have anyone in your home was to replace the system entirely under warranty. We explained again that we need to document any defect with evidence to procure a replacement of the system under warranty from the manufacturer.
  Cool Air USA has dispatched a technician to your home on the following dates:
  5/7/2024
  5/9/2024
  5/16/2024
  5/22/2024
  7/20/2024
  7/23/2024
  We have reached out to our Rheem representative along with the manufacturer to have the system replaced under warranty. Their response was a very solid "no" as no evidence of a defect has been documented or provided.
  On July 29th, 2024 the owner of Cool Air USA arrived with a field supervisor to inspect the system. Upon arrival, it was 70 degrees inside the home, and the supply vents were pushing out 45-degree air. As a precaution, a Sentry monitoring device has been installed on the air conditioning system so we may monitor the system's operations and readings in real time to ascertain any possible issues that the system may be encountering. The evaporator coil was also replaced under warranty, not because any defect was found with the coil, but because we wanted to confirm the *** is working properly as this would be the only possible reason the a/c would not be working at night.
  
  Thank you for reestablishing communication with us and we hope to work together in resolving this matter.

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22026800
  
  I am rejecting this response because the refund is still pending. 

  I agree that Cool Air always responded when we reached out. But that is also evidence of all the trouble we had with the Unit and the core issue was never resolved. Unfortunately,  it continued to be issue. We were frustrated with the sleepiness nights, tension and anxiety that the whole experience brought about. In no way would we want to have been dealing with the back and forth, with nothing to gain, if It was not a true problem as suggested in Cool Air's response.  The unit was returned and picked up by Cool Air. 

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

• Initial Complaint

  Date:08/26/2023

  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 had a brand new A/C unit installed on 3/23/2023. Cost me close to $8000. Initially the unit failed inspection with the ********************** two times. Unit finally passed inspection after several modifications close to three months later. Since then I have had to call the company four times for the unit failing to cool properly. They came to my office to repair the unit on 7/11/23, 8/21/23 and 8/24/23 and found different problems each time. Today, 8/26/23, the unit failed to work again. The unit currently does not even turn on. This is completely unacceptable for a new a/c unit to malfunction so soon after installation. I suspect that Cool Air USA has installed a lemon and I demand a complete replacement of the unit as per the original contract.

  

  Business Response

  Date: 09/06/2023

  Thank you ******* for bringing this to our attention. As you are aware there was a Freon leak located within the condenser coil of the ***************** system. It's important to understand that we did not manufacture the system, but installed what was provided by the manufacturer. We are in talks with the supplier and manufacturer on a solution for your system. As a Cool Air USA customer, we want to reassure you that we are working diligently to resolve this issue with your system.

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20527157
  
  I am rejecting this response because:
  The issue has yet to be resolved. I understand that they are communicating with the manufacturer, but my unit is still not working properly. I object to this case being closed until the unit is replaced and working properly. This is what I paid for.
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 09/12/2023

  Hi ******* , it was nice meeting you today in your office but I'm confused about your response here, we spoke about a resolution this morning and i accepted everything you requested, did you write your comment before our meeting?

  Regardless my team will be there tomorrow morning as promised to swap the condenser for you,  have a great day.

  ****

  Customer Answer

  Date: 09/14/2023

   
  Better Business Bureau:
  
  Previous rejection of solution was before the condenser was replaced by Cool Air USA. 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:07/31/2023

  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.

  Approximately 3 months ago, I had this company service my AC unit. They came out and advise the unit needed repairs. I was charge $270 for what they described as a repair to the unit. The invoice also indicated the unit was a repair. Their website also advertised that they had a one year warranty on all repairs and they showed a coupon. Unfortunately, the issue was not fixed. I contacted the business to come out again and check the unit, however, they refused and advise that they will have to charge me for the service and any repairs. I provided them with the image from their website showing the one year warranty but they refused to honor it. They first claimed the work perform on my unit was in fact a repair but once they saw the false advertisement on their website, they claimed the work was regular maintenance and not a repair. This was despite another false advertisement showing that maintenance was only $70. If that was the case, then I am confused as to why I was charged $270 for maintenance. Overall a bad experience with a dishonest company.

  

  Business Response

  Date: 08/08/2023

  Thank you for reaching out to us, ******. It's always our mission to resolve any and all matters amicably and within reason. The first thing I wish to point out is that we never refuse any customers when they are in need of emergency services. As you stated our representative did offer an appointment but it would come with a service call fee. In this industry it's important to also understand the differences between repairs and services as well as maintenance. In your case the services performed were part of maintenance and not a repair. This is stipulated in the invoice alongside where it states that there is no warranty on water leaks, which is what you were experiencing. There are also instructions listed which dictates "(As part of proper maintenance habits please ensure you clean your drain line every day 30 days. Pour a 50/50 mix of bleach and water in drain access or white vinegar and water. After 5 minutes follow up with a couple cups of water to ensure water flowing freely)". The one year warranty is for repairs which includes the replacement of common parts, wiring of electrical components, etc. You received a drainline flush and a drain pan cleaning which is maintenance and does not include the replacement of any materials. False advertisement falls within the realm of advertising a service or good and not honoring the promotion that's being advertised. What you saw online was a promotion for our "Tune-Up" which is PREVENTATIVE maintenance and not the maintenance you received. Preventative maintenance is done on a system that is working and is not a repair. Despite all of this, we are committed to ensuring that all our customers have a positive experience in the end. Because of this commitment we scheduled an appointment for you on August 4, 2023. As a one time gesture and at no charge to you we flushed the drainline and cleaned the drain pan again at no cost to you. We hope all issues have been resolved moving forward.

• Initial Complaint

  Date:06/03/2023

  Type:Order 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 purchase a brand new Rheem air conditioner system inside and outside unit from this company in June 2021. May 31, 2023 the unit stopped cooling. I called Cool Air USA out to see what the problem is, the technician advised me that the evaporator coil has a leak. They tell me the party is under warranty however, Ill be responsible for labor, and ***** also another part that would total $1865. This is highway robbery. I purchased a new unit for almost 7k 2 years ago to avoid costly repairs. Why isnt this company responsible for possibly installing a unit that is faulty. I need help with this issue. I feel like Ive been hoodwinked. This cant be normal. AC units normally may 10 years plus. Please help.

  

  Business Response

  Date: 06/09/2023

  Thank you for your feedback, *****. As you know, we take all customer experiences seriously. We look at every single feedback provided to learn how to do better. The unit was installed June 4, 2021. The labor warranty provided for all new systems is for one year, your warranty expired June 4, 2022. The parts warranty, however, expires on June 4, ****. Regardless, we are more than willing to help you in any way we can. Since we understand how frustrating it is to have a new air conditioning system break down, we tried to call you and message you on June 4, 2023 and every day since then to try and work with you on the estimate provided. There is a lot of misunderstanding here and we want to clear up any confusion. We have attempted to call you 5 times and even texted you in order to reach you and find a solution. We are open to sending a field supervisor to your home at your convenience to see if there's anything else that can be done aside from replacing the evaporator coil. Please reach out to us so we can resolve this issue for you. Please understand we are the installers, we did not manufacture the air conditioning system. We are offering the best possible support we can to make this as easy as possible for you.
  

  Customer Answer

  Date: 06/23/2023

   
  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. Cool air actually resolved my issues with great customer service and care. **** was outstanding.  Thanks a lot. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/26/2023

  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.

  Cool Air USA ("CAU") installed a Bosch HV** unit in our condo on 2/4/2019, Job #******. Since that installation in 2019, CAU has come out for issues with the ** 5 times over 3 yrs, each time costing ~$200. This most recent time, CAU told us that their was a leak in the evaporator coil, which would cost $3,000. The original unit cost $4,000. As admitted by CAU, there is absolutely no way there should be issues w/an evaporator coil until ***** years into the unit. Clearly, there was an issue with the unit from the start, evidenced by the multiple calls to CAU within 2 yrs of installation; although CAU insists "there would've been no way for anyone to know these issues would appear." Again, even I, not a professional HV** technician, knew there were issues with this unit when we had to call CAU out 5 times for repairs within 3 years of installation. To make matters worse, after speaking with the manager, they offered us a 15% discount on the work (even w/discount this is still more than 1/2 the price of a new unit); & told us they could do the job the next day. Now, they need **** days to order the part, meanwhile our ** has been running non-stop raising our electricity bill, probably more than the 15% discount they provided us with,& we don't have **. I noticed that another one of the complaints about CAU on this site was about a Bosch HV** unit. Not surprising at all, as I'm sure CAU is very familiar with the issues w/these units but continue to insist they're "the #1 HV** system". Originally, I had asked for a Trane HV** unit which are known to be reliable, as admitted by the CAU technician at the time, but then when CAU was out of these units, the owner called me directly to tell me how "these are the #1 units, I just installed one at my cousin's house, you will never have any issues". I'm curious where the owner is now that we have had countless issues and have paid thousands to repair this **, in 4 years. They need to cover the cost of this repair w/out question.

  

  Business Response

  Date: 06/02/2023

  Thank you, *******, for bringing this to our attention. As you know, we take every customer experience very seriously. As you are aware, the air conditioning unit was installed 2/11/2019 and the install passed final inspection on 4/25/2019. Your air conditioning system came with a 1 year labor warranty that is provided by us, Cool Air USA, at no cost to you.  The manufacturer provides a 5-year compressor and 1-year warranty on the rest of the parts. This means within that time period you will not be charged for the part cost as it's covered by the manufacturer. It's important to point out that May 22, *************************************************** over 2 years. During this time there were no calls to maintenance the system. As stated on the paperwork the air conditioning system needs to be serviced for preventive maintenance every 6 months. Failure to do this maintenance on the system can heavily impact the system's performance and lifespan. Your record shows 2 prior emergency calls. Both of which were for clogged drainlines, which is a result of a lack of maintenance. This past visit it was discovered that the evaporator coil had to be replaced. Initially there was a 10+ day wait time for the part. An appointment was scheduled for June 6, 2023 (13 days from the date of the visit- 5/24/2023). As you are aware, we expedited the parts and were able to get the coil in 7 days after the visit. Due to our commitment to make our customers happy we provided a discount, rescheduled other customers to fit your appointment in quickly, and repaired the system in order to get you up and cooling and happy in the fastest time possible. We're happy that the system is cooling now and that all matters were resolved for you.

• Initial Complaint

  Date:06/28/2022

  Type:Customer Service 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.

  Please see the letter below, I appreciate your help

  

  Business Response

  Date: 07/11/2022

  Thank you for the feedback Ms. ********************* we reviewed your case many times in the last week during our management meetings, I can assure you that we offered you more than fair solutions.
  
  First, you are confused with the details as your labor warranty expired on March 31, 2021. Every time we went to your home and fixed an issue you have given us problems with paying the bills and have asked for discounts. We have technicians, office rent, insurance, 24 hour phone technical support (which makes us question how you didn't reach us on 9/20/20, we document all calls and can't see any call from your number on that date), and many more expenses. We can't run a business if we do repairs outside of warranty for free. As you have mentioned we requested from you to contact FPL and install a surge protector as issues with your unit (both condenser motor, capacitor, and compressor) are the result of an electrical surge from the utility company. You declined this recommendation. We even asked you to get an electrician for professional advice, but again you didn't want to take our advice. Nothing is wrong or defective with an air conditioning system that has cooled the house for almost 2 years without issues. You also failed to mention that every time you call, we are there within hours. You must have forgotten that when you called on Monday we dispatched a technician immediately. You asked to talk to an owner and within minutes an owner called you and discounted the compressor replacement by over 70% to accommodate your request, even though it was not an issue caused by Cool Air USA. After we agreed, you called the owner back and asked to pay $300 total for the compressor replacement. The owner rejected the offer and you mentioned to him that you are not happy and that he will see it. We surely see it in the form of a BBB complaint. From our point of view this is a form of extortion and we reserve our right to seek legal help. The compressor burned out due to a power surge. You said you have kids in the house so we rescheduled another paying customer to a different day so we can serve you the next day for below cost. This was done just to keep you as a happy customer. Every time you call us you want to set the price to pay and give us issues every step of the way. We're sorry, but it does not work like that. We have a responsibility to our employees and will request from you to seek another contractor to service you in the future. We will honor any warranty you may still have with us (1-year compressor parts and labor)

  
  We still strongly recommend that you seek the advice of a licensed electrician about the power surge issues you have in your home or to contact your utility provider directly.

  Customer Answer

  Date: 07/12/2022

   
  Complaint: 17496643
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************