ComplaintsforCool Air USA, Inc.

• Initial Complaint

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  07/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  06/03/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  06/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Please see the letter below, I appreciate your help

  

  Business response

  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 response

  07/12/2022

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

*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. ↩