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:04/11/2025

  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 or around 8/2/2023 I purchased and had a water softener system put into my home in the amount of $7,599.00. The system broke around Dec 2024 so I called Cool Today to have a repairmen come and access the damage to the system. The technician came and stated the system was broke (showed me the damage) and stated that my system is under warranty and that it would be replaced at no cost to me. Cool Today have been avoiding the replacement of my softener system! I've had to call them ***** times to get some kind of answer to what's going on. Last week (Apr 2, 2025) finally, a plumbing technician came out to access the damage and almost immediately starting accusations that the water softener must have been damaged by being hit by an object such as a lawnmower! There is absolutely no evidence of such damage. (No one in Florida cuts grass in December!). The repairman stated the system needs to be replaced. I was told by the technician that he would get with his boss (no name mentioned) and discuss this issue. It has been a week and again I have not received any information on the decision (if one was made), I keep calling the main office in an effort to talk to someone in charge but only to get transferred to a number (plumbing) that just continues to ring cause no one is going to pick it up. No one ever picks up the number I'm transferred to. Cool Today has devastated my trust and to my thoughts, is avoiding to honor my warranty.

  

  Business Response

  Date: 04/16/2025

  Good morning,

  We are very happy that you have been able to connect with our management team. Per our conversation, due to the damage being done to the water filtration system by outside sources and not a mechanical failure we are willing to offer you 50% off your next filtration system. Give us a call if you have any additional questions. *************.

• Initial Complaint

  Date:04/04/2025

  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 March 14, 2025, I received a call from Cool Today to schedule a maintenance visit for my air conditioning unit, which was set for March 29, 2025. The technician arrived and tested both the cooling and heating functionalities. At the end of the visit, he informed me that my unit might not have much time left and suggested another associate provide a quote for a new one. He contacted this associate and placed him on ************, stating that all homeowners needed to be present for the quote. Although this was my first encounter with such a request, I assured him I could discuss it with the others. We scheduled the visit for April 5, 2025.After the technician completed his work, the next day, my air conditioning stopped functioning despite having worked fine before. I called the company again, and a different technician came to assess the situation. He explained that the malfunction was unrelated to the previous technician's maintenance and noted that my unit was completely out of refrigerant. He added refrigerant and charged me $477.60.The following day, March 31, 2025, my air conditioning failed again. With my skepticism mounting, I sought out another company for a second opinion. The new technician discovered that the caps for the valves were missing and had been left on top of the unit, confirming that it was out of refrigerant. After replacing the missing caps, he conducted a pressure test, which showed no leaks. He also cleaned the coils, which were dirty, indicating that the previous technician had not performed the maintenance I had paid for.Given these circumstances, I feel that this company has taken advantage of me, especially as a female homeowner who may not be well-versed in air conditioning matters. I believe this company should be investigated for potential fraud and abuse of power.

  

  Business Response

  Date: 04/18/2025

  Good morning,

  Thank you for taking time to speak with our management team, we appreciate you giving us a chance to make this experience better for you. If you have any questions or concerns, please give us a call at *************

• Initial Complaint

  Date:03/25/2025

  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.

  New ********** Unit put in last Spring 2024. Our Electric Bill has been ridiculous high for several months.FPL Found that COOL TODAY installation panel was installed wrong.After 6 months plus with paying 5x our FPL bill the issue was fixed with No reimbursement from Cool Today for there fault.After multiple attempts to contact this company and no call backs.Very disappointing and we our out a lot of money.

  

  Business Response

  Date: 04/07/2025

  Good morning,

  We are very happy to help and look forward to speaking with you at 12:15PM to get this issue resolved.

  

  Business Response

  Date: 04/07/2025

  Good morning,

  We are very happy to help and look forward to speaking with you at 12:15PM to get this issue resolved.

• Initial Complaint

  Date:03/10/2025

  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.

  Bought a new air conditioner last July. Im a part time resident. Only used about a month. It is broke and waiting for a part for 6 weeks. **** at Cool Today said today they knew last spring the unit was being discontinued and it would be hard to replace parts. I want the unit replaced

  

  Business Response

  Date: 04/02/2025

  Good afternoon,

  We are very grateful that you were able to speak with our management team and we were able to get this situation resolved for you. If you have any additional questions or concerns, please contact us at *************

• Initial Complaint

  Date:02/17/2025

  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 had a backflow installed/repaired from Cool Today on 11/28/2023 for over $1900. Given the date of service and fail date from they licensed plumbers who inspect it it likely occurred within a year or so of service. Attempted to call their service center who hunk up on me after providing no support for their service. It would be my intention to get this company downgraded from the BBB. They do not represent the ideals of the BBB given their response to what should have been hopefully an easy fix.

  

  Business Response

  Date: 02/17/2025

  Dear ********,
  We sincerely appreciate your feedback and understand your frustrations regarding the issues with your backflow. We take all customer concerns seriously and strive to provide the best service possible. Please give our office a call so that we can make sure to take care of the issue you are having. ************* 

• Initial Complaint

  Date:01/27/2025

  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 have been Cool Today clients for 20 years with 3 commercial properties and 2 homes in ********. In that time and through ~24 ** units, we had 3 problems that Cool Today attributed to its own installers; the problems were fixed amicably and we continued business with the company, via a property manager. In 2020 Cool Today installed a ******* roof top **** (***) at our store, with a 5-year warranty on parts, compressor, and extended labor, and under Cool Today's maintenance. In 2022 mold appeared on ceiling vents inside the store; it was cleaned, then reappeared the following year. Finding the source took time: we ruled out the roof and windows, then hired an air-testing firm which identified the **** as the source of microbial growth. Cool Today investigated; at first claimed the ** system was fine; then later said there was a split duct, quoting $2900 to repair and clean the ducts. The abrupt change of diagnosis seemed odd. The property manager called a third-party ** company to inspect; it found the *** insulation was soaked, growth buildup in the interior, blower wheel, housing. Cool Today then, no charge, repaired the duct, cleaned the unit, did not tell us the cause. The third-party ** firm returned, said the unit was still not level, not sealed, wet. We gave Cool Today options: (1) replace the unit or (2) repair the unit and restart the 5-year warranty. It refused to replace the unit. It agreed to repair but without warranty, and only if the third-party ** firm was present during repair. The latter request was intimidating to us and inappropriate for the other firm. We dismissed Cool Today and vetted other companies who, Oct-Dec 2024, confirmed that Cool Today installers did not level the unit - it has been raised >3 inches on one end to level. The installers did not seal the unit, and the curb it provided was not to Code. The unit and curb must be replaced. Cost to date >$17,000. Cost to replace >$17,000. We ask Cool Today to reimburse cost of ** unit.

  

  Business Response

  Date: 02/10/2025

  We are truly sorry to hear of the experience you have received. We would appreciate the opportunity to make things right and resolve any grievances. Please contact our office at *************

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22861238
  

  The message from Cool Today, as transmitted through BBB, was to call its (800) number, which is normally used by customers to schedule an ***********  I called on February 11, the receptionist struggled to determine who to forward my call to, eventually connecting me to ******, who did not realize that this case had gone beyond the service-related complaint years ago.  I gave her the names of the executives/managers who already know about the case, then emailed to her the BBB Complaint and supporting documents. She said she did not need the back-up documents, would independently research the case, and report to her manager, a Mr. ****  On February 17 I emailed again, asking if she had received the material.  After a phone call and two emails, no response.   I do not accept the response made by the business to resolve this complaint.
  
  Sincerely,
  
  **** Anne ************

  

  Business Response

  Date: 03/07/2025

  This complaint was being worked by ****** H,
  
  Spoke to customer and informed customer that ********************** will not be accepting any liability for work performed by others. The roof curb was only supplied by Cool today and the customer hired a roofing ********************** to install the roof curb. The customer stated that the roof curb was unlevel and the rooftop unit was shimmed by another contractor to level the ****
  
  This was the last note on the task, and we were unable to retain the customer.  

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 22861238
  
  I am rejecting this response because: Unfortunately, the Cool Today respondent is uninformed.  In reply: (1) we, the customer, did not independently hire a roofer to install the roof curb.  Cool Today never included curb installation in its quote, but said it would provide a "roofer to install curb."  When Cool Today learned from the property manager that our roofer was installing a new roof one month before the **** install, both agreed it was wise to use our roofer to install the curb; by the way, this is a roofer that Cool Today works with at other sites.  An important point that has not been answered: Cool Today was professionally responsible to alert the property manager if the curb was not level, whether installed by a roofer it chose, or a roofer agreed upon by both parties.  As an aside, the curb provided by Cool Today was undersized.  The RTU model GPH1460H41F is 66 in wide, of which 10 in overhangs the curb.  To the second point: (2) Cool Today has already acknowledged the unit was damaged and, exactly 4 years after installation, scheduled a full day of repair, requiring the tenant to close shop for that day.  The blower wheel, blower housing, and coils were cleaned of "significant" growth buildup, but the repair technicians did not notice that the unit was out of pitch, full of water, unsealed, and drawing unconditioned air into the system, with the ducts dirty and full of moisture.  Proof was in a video taken a few days after the repair, showing overly saturated insulation.  That video was recently sent to the company respondent.  He did not respond.  It is clear during its one-day repair, Cool Today did not address the cause - the faulty installation of a unit unsealed and out of pitch - but instead repaired the symptoms of its faulty installation, which would reoccur.  That partial repair was done in February 2024 and was followed by 3 months of requests for help.  We asked Cool Today to properly repair the unit and back up its repair with a warranty equal to the original warranty. That was rejected.  We asked for a new unit; that was rejected.  We had purchased a 5-yr labor extended warranty, and the Cool Today maintenance plan. For 4 years, and 4 visits/year, not one of the maintenance inspections noted the unit was unsealed, dirty, wet, and out of pitch.  Cool Today refused to offer solutions.  Cool Today was fired April 2024, another company hired to maintain the unit.  That second company sealed the unit and raised it 3 inches with shims, a temporary fix until the unit is replaced.  We gave Cool Today every chance to level and seal the unit, before engaging another company.  Cool Today's dismissive response to a serious problem is uncharacteristic of the good company we have collaborated with for 20 years.  We can only assume it reflects the philosophy of its new corporate owners, who we shall now approach.
  
  Sincerely,
  
  **** Anne ********

  

  Business Response

  Date: 03/24/2025

  Good morning,

  Cool Today stands behind their statement. We provided the curb, which your contactor installed. It passed inspection, and at this point you will need to pursue the contractor who installed it. 

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 22861238
  
  I am rejecting this response because: Cool Today's one-line reply is puzzling and avoids explaining its poor installation. Cool Today installers did not seal the rooftop unit.  Cool Today technicians did not notice the unsealed unit during 3 years of its maintenance inspections.  (The company has the photos.)  Cool Today installed a new unit so out of pitch, beyond their own ability to adjust with shims, and walked away, didn't advise anyone.  If the curb was not level, the Cool Today installers should have reported it to the commercial building's owner or property manager, who would have had the roofing company return to fix it.  Cool Today knows of, and agreed to, using the roofer who installed the curb. Cool Today provided a curb that was undersized.  And, most revealing, Cool Today has acknowledged the unit was damaged, attempted to fix it, failed, and offered no solution.  The Cool Today respondent is not informed of the history of this project. I thank BBB for the forum to respond to Cool Today's brief replies, and to make this type of error publicly known.
  
  Sincerely,
  
  **** Anne ********

• Initial Complaint

  Date:12/02/2024

  Type:Delivery 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.

  3 years ago I hired Cool Today Plumbing to install a tankless water heater. On 11/08/2024 this water heater stopped working. I immediately called them in which they arrived on 11/11/2024 to inform me the flow sensor needed to be replaced and they would return no later than 11/15/2024 to complete the job. I have called since 11/18/2024 to be informed that these things happen and they would follow up. I have been told multiple stories such as the part wasn't even ordered to its on back order from the facility. On 11/22/2024 a supervisor called me to inform me the part would be available and the service performed no later than 11/24/2024, as of 11/28/2024 I have not received this service and no one is returning my inquiries. I have children in my home and this unit is only 3 years old that costs me thousands of dollars to install. I need my hot water heater replaced effective immediately. It is not appropriate for a customer to go without hot ********************** with children in their home for multiple reasons. I paid for this unit. The excuse these things happen is not acceptable. I want the owner to directly resolve my concerns and will be contacting the attorney general and a private attorney to engage in a lawsuit if this is not resolved immediately.

  

  Business Response

  Date: 12/02/2024

  Thank you for taking the time to speak with the Plumbing Manager. As discussed, we are replacing the water heater tomorrow. 

  Regards, 
  

  Quality Assurance

  Customer Answer

  Date: 12/04/2024

   
  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. And they have honored the replacement of the unit.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/08/2024

  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 or around December of 2022 my family and I enlisted the services of Cool Today, an ************ that services our area. During the initial consultation process, it was explained to us that for approximately $6000 we would be getting a brand new unit installed!! Service techs came out and removed our old system and replaced it with the "Brand New" system we were lead to believe we were purchasing. We even purchased a one year service plan with it. After our initial service plan expired with cool today another **** company was offering a promotional service check for $25 which we took advantage of. Upon arrival to service our unit the service tech discovered and brought to our attention that there was a discrepancy in our two units manufactured dates! Our air handler inside our home was manufactured in 2022, the year we purchased the system, and our cooling unit outside was manufactured in 2021. This is in direct conflict to what we were told and lead to believe. I made contact with a cool today representative and was told I would be contacted by their escalations team to rectify the matter. I was not contacted, and after several additional attempts, I have decided to take other actions. I fail to see or understand how a Cool Today service tech came out for a year to service my unit and NEVER discovered this! To me that reeks of incompetence or systematic collusion!! Their complete disregard of my complaint speaks volumes to their lack of care or concern. The remedy I seek is a replacement system that is actually NEW and a renewed warranty and also a formal apology for this deliberate attempt to defraud me and my family of a brand new system as promised, in which we purchased!! Thank you Better Business Bureau for your help, it is greatly needed and appreciated in this matter.

  

  Business Response

  Date: 11/12/2024

  Hello **************************** has been trying to reach you to regarding your concerns. The system that was installed was a new unit, not used. We would appreciate the opportunity to connect with you regarding your concerns.

  Regards, 

  Quality Assurance

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22529711
  
  I am rejecting this response because: Absolutely no attempts were made to contact EITHER number I provided. I have NO voicemails or missed calls from Cool Today. In addition to this, I made several attempts to resolve the matter with Cool Today, in which they failed to reach out to me prior to my complaint with the BBB. Furthermore, I FAIL to understand how Cool Today considers a system that was manufactured a YEAR before our purchase new?? We purchased our system in 2022 and was told we were purchasing a brand new system. We would like both of our components to reflect manufactured dates of 2022 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 11/19/2024

  Thank you for taking the time to speak with us yesterday. We appreciate your business and the opportunity to explain the system installation and warranty. Please let us know if you have any questions or concerns. 

  Regards, 

  Quality Assurance

• Initial Complaint

  Date:10/15/2024

  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.

  On 10/2/24, we requested Cool Today remove the system they installed and return our money per their money back guarantee. We have tried to reach someone in billing 3 times since that day with no return phone call. As well as ****** ***, a manager there. And we still have not received our money back as they promise per their contract.

  

  Business Response

  Date: 10/18/2024

  Hello ***** ********, 

  Our records do show that the system was removed. Since the system was financed with **********, our accounting team is in communication with them on the status of the loan being satisfied. 

  Regards, 

  Quality Assurance 

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22420963
  
  I am rejecting this response because:
  We continue to await verification and confirmation of funds sent to the credit company. As of today, nothing has posted to the **********/ Synchrony account. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 10/22/2024

  Thank you for taking the time to speak with our accounting department on the status of the refund. Please do not hesitate to reach if you have any questions or concerns. We will continue to keep you updated on the status of Synchrony processing the refund. 

  Regards, 

  Quality Assurance 

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22420963
  
  I am rejecting this response because Cool Today still has not met part of the signed contracts 100% Money Back Guarantee in regards to the additional $250 for our inconvenience as this obviously has been for us. Copy of this section of the contract is included in the attachment. The amount refunded was for the original price of the system. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 10/31/2024

  The check for the $250 guarantee has been sent in today's mail. Please let us know if you do not receive by next week. 

  Regards, 

  Quality Assurance

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22420963
  
  I am rejecting this response because:
  
  Please reopen this case. We have not received the $250 check they stated they sent 10/31/24. 
  
  Thank you!
  ***** Mathews 
  

  
  

  

  Business Response

  Date: 11/12/2024

  We do apologize for the delays in delivery of the check. The check is in the mail and should be arriving any day now. If you do not receive the check this week, please let us know.

  Regards, 

  Quality Assurance

  Customer Answer

  Date: 11/14/2024

   
  Better Business Bureau:
  
  We have received the refund check. 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:10/02/2024

  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.

  My ac wouldn't cool past 87. Cool Today came out and said need new interior ac cool and valves .Couldnt do that that had to come back, scheduled return. New part put in and same problem. They sent several other ac guy yo fix. None could. Sent ****** **** and he said it need to be replace again. They told me they would be back Monday Sept 30 in the am. No-one called or showed. I call several times and was lied to or posted. Its now October 1 and no communication to fix ac. The orignal date was Sept *******

  

  Business Response

  Date: 10/03/2024

  Hello *** ****, 

  Thank you for taking the time to speak with our team yesterday. As discussed, the repair to correct the issue is scheduled for today. 

  Regards, 

  Quality Assurance