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:03/04/2025

  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.

  I am writing to bring your attention the ongoing issues I have experienced with Cool Air Mechanical. I am extremely dissatisfied with their delayed service in fixing a new HVAC unit they installed a year ago. Despite my repeated complaints about the system not cooling in summer and not warming in winter, my concerns have been ignored by the techs with all kinds of excuses.The service manager was only reachable for the first couple weeks, and the promised part for my supposed new HVAC unit has yet to be installed. That's been almost 2 months. Their parent company, *********'s website emphasizes turning bad days to good days and prioritizing customer service, but all I have received are excuses for delaying the repair / replace of an HVAC unit that costed me $13k.If this is not the appropriate place to file this complaint, please direct me to the correct department. Otherwise, I will be compelled to file a complaint to the *******************'s Consumer protection division.Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 03/20/2025

  I have been working with the homeowner on a permanent solution to their equipment issues. As I write this, we have one of our top install teams replacing the indoor unit with a gratis unit at no charge, with the manufacturer covering the cost of the equipment and Cool Air Mechanical waiving the cost of labor, in order to resolve their ongoing issues. The homeowner has agreed to let us replace this unit and then circle back for further discussion if the replacement does not restore proper long-term functionality. We will know more by close of business today (03/20/25) whether we're finally moving in the right direction.

• Initial Complaint

  Date:11/21/2024

  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.

  Cool Air Mechanical agreed to replace a part that was under warranty. A service fee was paid upon the diagnostic visit. There was no mention of a labor charge for the replacement. They attempted to charge approximately $900 for the installation of the replacement part, which took less than 20 minutes. This adds up to $2700 per hour. This is completely unethical and offensive to the customer.

  

  Business Response

  Date: 11/22/2024

  Dear *****,

  
  I hope this message finds you well. My name is *****, and I am the ************* Manager at **********************. I sincerely regret that you're dissatisfied with your recent repair experience, and I appreciate the opportunity to address your concerns. After reviewing your case, Id like to provide some clarity on our pricing structure and the factors involved in determining the final charge.

  First, as a flat-rate service provider, we price jobs based on the average labor costs and time typically required to complete a repair, rather than charging on a per-job basis. This model is common among larger service companies. The scope and duration of a repair can vary depending on factors such as the complexity of the job, accessibility of the equipment, and even the location of the service call. For example, some jobs may require more time or a longer distance for our technicians to park, while others may be completed more quickly. In your case, you were fortunate to have Tamir, a ****** Master Technician, handling the repair. Due to his expertise, the repair was completed more efficiently, which contributed to a lower overall time spent on the job.

  Second, I want to acknowledge the original quote of $879. After evaluating the time and ease of the repair, we applied a substantial discount, ultimately charging you $475, which reflects a 46% reduction in the price. We felt this was a sufficient concession to address your underlying issue, and we hope this explanation helps clarify how we arrived at the final price while also demonstrating a concerted effort on our part to provide you with both a quality, lasting repair and a fair, competitive price. Please feel free to reach back out with further questions or concerns. We value your business and are happy to assist in any way we can.

  Best regards,

  ***** *.

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22588740
  
  I am rejecting this response because it is patently false. The details of the installation were known prior to the attempt to charge close to $900, as the service technician had been to the home 2 days prior when he diagnosed the problem. Secondly, the reduced rate was not offered based on the ease of installation, it was offered only after refused to pay the $900, and it was confirmed that we were not notified that there would be ANY service charge when the installation was scheduled. Therefore the claim that this pricing was reduced in good faith is not true. I had to pay something to get the technician to leave my home, and upon payment I informed him that I would be escalating the situation. The company would have gladly accepted payment of $900 had I not raised the issue. Finally, the repair was UNDER WARRANTY, and I had already paid $159 for the diagnostic visit. 
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 11/25/2024

  Hello,

  I apologize for any misunderstandings. To clarify, the original $859 quoted to replace your inducer motor was priced straight from the book, as our normal rate. When you took issue with the price quoted, we made the price reduction in good faith. While your part is certainly covered under warranty, the labor for the repair is not. You lost your labor warranty on 06/22/2022 when you did not renew your maintenance agreement. We called multiple times to remind you that it was time to renew your membership and retain your labor warranty, but you did not. So the amount charged for this repair was for the labor to replace the part, while the part itself is covered under warranty. Lastly, diagnostic calls are not covered under any warranties, regardless of your coverage status. So the diagnostic charge, as well as the labor to replace the motor are therefore valid, and came at a reduced price. We care deeply about our customers and hate the thought of leaving anyone unhappy with the service they've received, but these charges are legitimate and fair. What is not fair is to demand a refund for a job that cost us hundreds of dollars to perform to get your system back up and running. Again, we're very sorry to hear of your dissatisfaction and hope to resolve this matter amicably with your understanding. Thank you.

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22588740
  
  I am rejecting this response because a 20 minute installation should not cost $859 for any customer, regardless of warranty or maintenance plans. That tracks to an hourly rate of over $2500, which cannot be rationalized. Just because it is your standard price does not make it ethical. With this complaint on record, perhaps other potential customers will be warned of the excessive charges they face by doing business with Cool Air Mechanical. I do not require any further action. 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:09/22/2024

  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.

  I had plumbing services with my kitchen and downstairs shower in late April. Cool Air Plumbing changed the admit valve and left a section of the pipe just above unchanged. It started leaving after the service and now the cabinet is damaged.For the shower, the leak appeared right away and took them 7 days to send another plumber.

  

  Business Response

  Date: 09/23/2024

  I'm very sorry to hear of your frustration. You and I had actually spoken and worked together towards a resolution, which included water damage remediation, which was completed by our subcontractors at a cost of no less than $750. There were subsequent requests for repairs/compensation by the tenants, for alleged damage to an antique stand or cabinet. Upon inspection of the photos and a 2nd professional opinion from a respected antique restoration company in the metro area, it was verified that there was no indication of any water related damage. The only damage observed appeared to be structural damage, which would not have been the result of a relatively small amount of water coming into contact for a few days. The repairs appeared to be likely related to physical damage or damages occurring during movement of the item. The restoration company even indicated the tenants having requested that the original glass be replaced. Glass that was certainly not broken by a water leak, but rather from an impact of some sort. For this reason, we were not able to compensate the tenants for damages that are obviously pre-existing or unrelated to the water leak. Had the damage been warped feet from soaking in water for days, or even discoloration from prolonged exposure to water, we would have reimbursed the owner for damages or contracted repairs to be completed at our expense, without question. However, in this case, it simply was not merited. If Mr. **** would like to discuss the matter further and provide new information to indicate otherwise, he can contact me directly at ************** to discuss, or email further documentation to ************************ I'm very sorry for any inconvenience this may cause, but I look forward to your response, and hope to resolve the matter amicably somehow. Thank you.

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22320329
  My tenant is a trash, a pathological liar. Her claims had no merit!!  I have evicted her!  
  

  At this moment, I just demand the refund of annual maintenance plan 

  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 10/14/2024

  Hello Mr. ***************** you for providing the update, and I'm very sorry to hear that you too have come to the realization that those tenants were dishonest. I'm going to refund your maintenance agreement at this time, and send an adjustment invoice to verify the refund as being completed for you to keep for your records. I will also send a text confirmation to alert you that your request has been fulfilled. Thank you, and have a wonderful day.

• Initial Complaint

  Date:07/30/2024

  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.

  Cool Air came to repair my A/C issue twice (July 15th & 23rd) within eight (8) days. We scheduled a 3rd visit for July 30th to correct the same problem and they canceled the appointment within 15 minutes of the scheduled appointment. I politely requested the name of the owner and was told that they could not provide that information nor do they have any escalation procedures. BUYERs BEWARE of any company that has no escalation procedures and an owner that does not want to know how his employees /staff are performing. I DO NOT recommend this company.

  

  Business Response

  Date: 08/07/2024

  On 7/30/2024 we did unfortunately have to reschedule customer to 7/31/2024 due to technicians unable to finish job ahead and weather in the area. We did see the customer on 7/31 and completed the job to customers expectations.

• Initial Complaint

  Date:06/20/2024

  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.

  They charged me thousands of dollars to replace a $60 part that was never broken that didnt work due to their faulty install. Also charged me for a complete duct cleaning and only cleaned half of it-

  

  Business Response

  Date: 07/06/2024

  Hello **************,

  I'm very sorry to hear your frustration with your recent experience with our service technician. As our ************* Manager, I tend to keep an eye out for any grumblings of issues in need of attention. Your name is one that I had noticed around the time you had the condensate pump installed. From what I understood, you had been communicating with ****, who I made sure would update notes on your account regularly. This appears to be right around the time of the appointment you've taken issue with most. The most recent updates state that **** requested a Field Supervisor to go out to your home and perform a general QC check, and inspect the installation for any potential concerns. Records show ****** having completed this visit on 06/21/2024. His notes indicate that he made corrections to your drain line, replaced the condensation pump once more, and checked ductwork, to verify duct cleaning was performed successfully. From his invoice that day:

  "I had to change out the condensation pump. Also had to dig down to get drainage flowing properly. Showed the customer everything I did. He say everything is good the end."

  With the exception of this BBB complaint that slipped by me somehow (I receive upwards of 300 emails a day), I was told your issues had been thoroughly addressed and there were not further complaints or concerns after that visit. Please feel free to give me a call at **************. This is my work cell number, which can also receive text messages. I'd like to hear more about your experience and find out how the situation went from "customer is happy," after ****** stopped out, to the things I've read here. If I'm correct and your issues have been addressed, please disregard. If you still have items you're wanting to discuss, I'll await your response, or direct call to the number I've provided here. We appreciate and value our customers tremedously and never want anyone to have a bad experience. If there's anything I can do to turn your negative experience into a more positive one, please reach out. Thank you for your patience and hope you have a cool and comfortable summer if we do not hear back. Best Regards.

• Initial Complaint

  Date:04/25/2024

  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.

  I purchased from Cool Air **************** two new Ac units by ****** on 10/31/2020, which are distributors for Lennox equipment. They installed both and had to be called several times for running hot starting with the first call 11/20/2020 just 20 day after installation, second call on 11/27/2020, 6/8/2022, 6/17/2022. Its now 2024 we called them for service cause once again the unit is not heating, which a technician came out and I was charged $79. I was advised that the compressor is completely gone. How does a compressor go out in 4 years when units are supposedly good for ***** years. The part is under warranty however they want to charge me $2000 for labor of putting the compressor in when this clearly was faulty equipment to begin with. First off I paid $13842.00 which you expect this to be working properly. I spoke to **** at the Monroe Ga location who offered me a discount of $200 which I declined as this is not my issue that I was given a FAULTY equipment. **** told me that this is Lennox equipment and they couldn't do anything about it. I told him that they sell Lennox equipment to customers and should stand by any discrepancies that a customer has, and its not fair for a person spending this kind of money to be penalized. He advised me its nothing they could do because I don't have a maintenance agreement. Who buys agreements when you purchased a NEW UNIT that should have lasted longer than 4 years. The maintenance agreement is only a way of getting more money out of you to spend as they profit from. This company is scamming innocent people out of they're hard earned money and selling c*** products. I see why they are listed so many times in the better business bureau of not following through, or making good with the customers. I even offered to go half $1000 that's with installation and refrigerant only to get this resolved and he said No. I feel like I shouldn't even be paying that to this company. They are not willing to compromise in good faith.

  

  Business Response

  Date: 05/10/2024

  Hello,

  I am very sorry to hear of your frustration. For the sake of clarity, I wish to point out a few things, and then hopefully find a resolution to this matter once and for all. The bottom line is that HVAC systems are complex systems, comprised of smaller complex systems (parts). Any number of these individual parts (large or small) can fail, for any number of reasons. This is why warranties exist. The manufacturer does cover compressor replacement for a minimum of 10 years for this reason. It is a critical component, and one that takes a beating day in day out. It is not uncommon for a compressor to fail before reaching the 10 year ***** Fortunately, you fall well within that time period and will not be charged for the part.

  However, we are the party responsible for the cost of labor on any warranty repairs. This is tantamount to us owning the system in the event of failure. As with any machine, if not properly maintained, it will fail prematurely. EXAMPLE: You stop having maintenance performed on your system, and something as simple as your filters not being changed out often enough, you might allow an airflow restriction to develop that literally chokes the compressor to death. This would not fall under a warrantable repair, as the system was not properly maintained. This would technically be abuse, in this example. Therefore, IT IS CRITICAL, that these systems be properly maintained on a routine basis to ensure these sensitive components are not forced to operate under undue strain or abuse, shortening their lifespans. Having our technicians out there to not only ensure the appropriate actions are taken periodically, but to document and record the history of what or was not done for any/all future needs isn't only wise, it is required. We cannot take on the risk of "owning" the repair cost on thousands of systems, without having the assurance that they are being reasonably maintained. All of your paperwork and/or contracts will have this stated in one or more locations. When there is a gap in coverage, we are left with a giant "?" for however much time elapses since anything was last documented. Your system may have been touched by a 3rd party. It may be a "Frankenstein" for all we know. Your system may not have been having filters changed timely enough to prevent the premature death of your compressor. This is all conjecture... but the point is that Cool Air Mechanical, nor any other service provider that I am aware of, will honor the labor cost of repair on a system that they cannot be sure was properly maintained.

  I point all of this out to not only dispel any notions of us behaving unprofessionally or out-of-line with any of our competitors, but to hopefully educate on why maintenance is so important. It's not intended to be a "racket" where you just pay us for nothing in perpetuity. It's a critical service and even requirement for warranty purposes. Even the manufacturer can deny a parts claim if there is not sufficient evidence of proper maintenance. They could easily request the service history before they gratis a replacement part to make sure they too are not being saddled with the cost of replacing abused or neglected equipment. We are no different. I hope this explanation makes sense. I had a similar contingent when it came to my vehicle warranty, so this isn't even something exclusive to our industry. Bottom Line: Companies that step up to warranty the cost of repairs for any length of time will typically require some hedge against that increased risk.

  Having clarified the reason for the loss of Labor Warranty, and why maintenance is so critical in relation to those warrnaties, we still care about our customers. You mentioned offering to meet us half way, and pay the $1000. While we would likely take a loss at this price point, I am willing to entertain the offer proposed. I will have one of my dispatchers contact you to schedule the repairs at the $1000 price point. If you would like to discuss the matter further, please call me directly at ************. Thank you and have a wonderful day.

• Initial Complaint

  Date:04/04/2024

  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.

  This communication is on behalf of ***************************** (my Mother) at **********************************************. I am sending this message regarding a service call which was performed at my Mother's location in July 2023. A hard start unit was replaced by the technician and he charged her $1782.12 for this part and installation. My Mother is elderly and at the time was not aware of any other options and put her trust in Cool Air to perform the work at a fair price due her past positive experience with the company. She let me know what she paid and we looked into it and determined (through research and discussions with other technicians who work with these AC units) the amount was way out of line for the part and 10 mins install time. She reached out to Cool Air and could never connect with *****. I recently had a PMA appt at my service address and the technician sent a message to Cool Air for the service **** to reach out to me so I could review this charge with them. Never heard back. Sent a message though BBB on 2/4/24 and never heard back. We have also learned the technician who performed the work was let go.What we are asking is for Cool Air to review the $1782.12 charge for the work they did and make the appropriate price adjustment for the part and service performed.

  

  Business Response

  Date: 04/16/2024

  Hello *****,

  
  We are very sorry to hear of your frustration. I had actually made several attempts to get in touch with your mother to discuss the matter. I was only able to reach her voicemail each time, so I do apologize for any apparent lack of communication, as it was not my intention. I did want to speak with her so I could clear up some common misconceptions that I regularly encounter throughout my workday, regarding prices. With everyone having instant access to the internet nowadays, it is not unusual to receive calls disputing our pricing. The internet can be wildly misleading and the stated parts and prices can not only vary tremendously in terms of cost, but can also be cheap knock-offs, unsafe, or from completely fraudulent sources. The part that we installed was not your common "hard start," as it may have been perceived to be. The ******* model that we installed is a far better unit and more advanced than your typical model, and with a proven track record of reliability and longevity. The cost is also significantly higher. While I do not often dive this deep into our pricing model, I can tell you with absolute certainty that OUR COST for the part that was installed was no less than $657. I know this because I personally called the supply house to have them quote us on the part. Typical markup (for any business) is usually somewhere between 50% - 100%. This would bring the price for the part alone to between $985.50, and $1,314.00, respectively. While it may seem excessive to some, those of us who've spent a lifetime in this industry know all too well that we live and die within those slim margins. Most companies don't make it.

  The other component in this equation is the labor and overhead costs that we have to account for. I'm not sure if your "10 minute install time" comment was based upon what you've thought to be our actual time spent working, or just a generalization from internet discussions and/or 3rd party HVAC workers, but this particular job came at a more significant cost than you may realize. The total paid time for the technician to complete the job came out to 3 Hours / 19 Minutes. Even if we rounded down a bit and call it 3.25 hours total, the labor cost alone is significant. When you take the total cost to run one technician, for one hour, it's over $300/hr. The overhead in this industry is incredible. When we perform work in the field, we are not technically quoting the cost of that specific work. We are actually quoting the cost of business, specific to that job. In order for us to remain in business and survive within those slim margins where so many others do not, we have to be comprehensive in our job costing, as is standard operating procedure for any reputable company of our size. The cost of labor itself is only part of the picture. The insurance, fleet of $70k+ trucks, maintenance and gas, operating software, tablets and phones, supporting staff in the office, and so many other factors that all contribute to our overall cost. So if you were to ask "***** in a Truck" what he thinks a fair price would be, it is going to be significantly less than our fair price. That does not make us predatory, or even wrong. It is simply the cost of business, and not all businesses are the same. After sitting down with our accounting team and service manager to get an exact number, we were able to pin down the actual cost to complete the job in dispute, at exactly $1,387.26. At the price that your mother received on her invoice was nothing crazy. We stood to make just shy of $395 in profit for the call, assuming there are no issues, call-backs, or obstacles that would prolong the repair, as is so often the case. While you may still find this amount to be excessive, those of us in the industry know that it is not. It is necessary. A company that only covers it's costs has an unsustainable business model and will likely be unavailable to provide you service in the near future.

  
  I know this message may fail to change your mind or feelings on the subject, but if nothing else, I hope it at least provides some degree of clarity for you as to why we charged what we did. I am happy to discuss this matter further if you would like to get in touch. Please give me call, or text me directly (preferred) at ************. We are always willing to work with our customers and try to find whatever common ground is necessary to ensure their satisfaction and maintain a happy relationship into the future. Thank you for your feedback and I will keep an eye out for your response. Have a great day.

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21529806

  Thank you for your response.

  Being in business as well, I appreciate you sharing the background of running your operations and providing information on pricing and markups of the parts you use.  While this information does help me understand more of the details of this job, there is one issue that is not correct.  The technician was not at the site for over 3 hours, it was less than an hour as we noticed how quick the job was done. Other HVAC operators we spoke to advised it would not take more than an hour to complete the job based on the unit's requirements.
  
  We can consider this case closed with marginal satisfaction, thank you again.

  

  Business Response

  Date: 05/10/2024

  Hello ****************,

  Thank you for your understanding, as it was certainly not our intention to ***** anyone. And just to be clear, the 3+ hours of labor refers to the ***** paid time for the technician, which includes travel time. The total paid time for our company was 3 hours, 19 minutes, including travel time. I thank you again for being reasonable. However, despite your response stating that our explanation was (marginally) sufficient, our response appears to have been rejected. If there is anything further that I can do to resolve this matter for good, please let me know. Have a wonderful day.

• Initial Complaint

  Date:02/06/2024

  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 1/14/24 in the afternoon I experienced an outage of my downstairs ****** iComfort display. Upon restarting it, I got a message that my smart thermostat was "not connected to the wifi". Upon research, I flipped the breaker for my downstairs A/C and furnace and restarted my router. The display came back on. Then on 1/15/24 in the morning, the same happened again although the blower was still blowing air, just not warm air. I tried the same as the day before to no avail. I called Cool Air Mechanical that installed my upstairs and downstairs units 30 month ago. A technician came on 1/16. He went into the crawlspace first and then proclaimed that the condensation pump was faulty and needed to be replaced (it triggered a shut off). Since it was below freezing the prior day (as well as the outlook for the next days) I agreed to having the pump replaced. Then the technician went around the house and checked the blower units before he left.The next morning, I woke up to a cold downstairs with the blower working but the furnace not heating. So I called Cool Air again and a technician came the same day (1/17). Before he went into the crawl space, he went around the house to look at the outlet of the condensation pump which was frozen. What happened was that the outlet was frozen already the prior day and the condensation pump had shut off since it was full because it couldn't disperse the water. When the technician exchanged the pump, the pump filled up again over the next hours causing the shut off to happen overnight since the water was again not dispersing. The 1/17 technician in fact stated that it would be normal in these freezing conditions to check on the outlet first. He then cut the outlet line and diverted it to the sump pump which is in the encapsulated crawlspace.... continue in attachment

  

  Business Response

  Date: 02/22/2024

  Hello,

  The facts of this case have been thoroughly reviewed by upper management and while we are very dissapointed to hear the frustration expressed by one of our valued customers, we maintain our current position that a full refund is simply not justified in this case. On 01/16/2024, one of our field supervisors was dispatched to the property to diagnose a "no heat" complaint. Upon inspection, ************** was able to confirm with absolute certainty that the condensate pump had failed, triggering the safety system to shut the unit down (to prevent water damage). Once the pump was replaced, the system was able to fire back up without issue and ************** was able to verify proper operation and successful draining of condensate water. We charge a total of $599 for that service call ($79 diagnostic fee + $520 for the new condensate pump, installed).

  That night, January 17th, between the hours of midnight and 7am, temperatures in the immediate area dropped down as low as 14 degrees for a sustained period of time, only rising back to above-freezing temperatures around 1 pm that afternoon, according to historical weather data for that time. During the 12+ hours with well-below freezing temperatures, some of the water exiting through the drain line became frozen, and ultimately restricted the drain entirely. When we were called back to investigate that day, we were able to confirm that the drain line had become restricted due to ice. We cleared the drain without issue and were once immediately able to confirm proper operation of the system and consistent draining of condensate water produced during normal operation. Another $79 diagnostic was billed to the customer, but the repair itself was completed at no charge.

  After receiving the initial complaint from the customer stating that we had misdiagnosed the cause of the issue and charged him for a new condensate pump in error, our management team reviewed the photos, videos, notes, and verbally discussed the matter with our field supervisor. It was abundantly clear at that time that we were dealing with two distinct issues that due to unusually low temperatures, occurred in quick succession, but were themselves completely unrelated. The condensate pump was bad and would need to be replaced no matter what. The drain line experienced a freeze the following day, regardless of the condensate pump's status. However, as a matter of customer care, we offered to refund BOTH $79 diagnostic fees ($158 total) to soften the financial blow brought about by these two separate issues. The customer declined the refund that was offered and stated that they would file a dispute with their card issuer. As of this moment, Cool Air Mechanical can confirm and provide substantial evidence to support the fact that not only did we diagnose, repair, and operate according to our core values of honesty and integrity, but that we also tried to work with the customer towards a fair resolution to their issue. We are still willing to issue the $158 refund, but the services rendered for replacement of the pump will not be refunded. Thank you.

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21256280
  
  I am rejecting this response because:
  

  The answer from the business makes no sense and in part is actually an admission of my stated claim. When my furnace failed for the first time on 1/14 the furnace came back on after I flipped the breaker. This would not have been the case if the pump was defective. What actually happened was that the temperatures had been above freezing for a while and therefore had cleared for the pump to operate. Then it froze again which led the pump to emergency shutoff overnight into 1/15. When the technician came, he did not check on the outlet and whether it was frozen (which would have been the diligent course of action considering the temperatures. Instead, he assumed the pump was faulty, never tested the pump once it was emptied (and then could have worked) or afterwards. 
  If, as the business claims, there are photos and videos, I would like to see them as well as receive the original pump for inspection. Additionally, the business claimed it would have waived my two service calls at $79 a piece. But that is non-sensical because Cool Air did not charge me for a second service call knowing full well, that the follow up call was linked to the previous call (insinuating that the pump was in fact not defect at all but that the problem had been all along the *************).

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

  

  Business Response

  Date: 02/26/2024

  Hello,

  We have once again discussed the matter with upper management and find the customer in this instance to be either mistaken, or intentionally deceptive. Due to the fact that the customer's Preventative Maintenance Agreement expired in 2022, they have their parts warranty in place through the manufacturer, only. Their labor warranty (through Cool Air Mechanical) was forfeited when they allowed their maintenance agreement to expire. They do still have an active 3-year "Comfort Shield" warranty, through the manufacturer. This covers PARTS AND LABOR by any certified Lennox dealer. We will refund the full $599 but terminate our relationship at that time. **************************** can contact another ****** dealer for future service. We will await their response and process the refund immediately upon their acknowledgment of these terms. Thank you.

  Customer Answer

  Date: 03/04/2024

   
  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.
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:09/20/2023

  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 was called because one of my HVAC units was not working properly. Cool Air said that the capacitor needed to be replaced. They replaced it and charged us $578.90. Within an hour of service, the until was not working properly. **************** came for their scheduled maintenance the next day. Cool Air came back to make further repairs and said we need to replace the fan motor and high pressure valve. ********** informed us these had broken because of the installation of the wrong capacitor.After calling Cool Air and confronting them about this, Cool Air agreed and *****************************, ************* Liason for Cool Air, emailed on September 1 stating they would send us a check for $1,534.86 for the necessary repairs due to their negligence. As of today, September 20, we have not received their check.

  

  Business Response

  Date: 10/02/2023

  Hello,

  We apologize for any delays getting your reimbursement check to you. Due to a recent changes in our standard operating procedure regarding the processing of refund/reimbursement checks, there were a couple "snags" that slowed things down a bit. However, I am 100% positive that we were able to get the check sent out by 09/20/2023, as confirmed by our accounting staff and notated on your account with the following comment:

  "ck # **** for $1,534.86 issued 9/20/23 for reimbursement for recent repairs.

  9/20/2023 9:15 AM EDT"

   

  If you have not received your check or have any additional questions/concerns, please feel free to give us a call. Our ************* team will be happy to assist in any way possible. Thank you and have a great day.

• Initial Complaint

  Date:08/23/2023

  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.

  The salesman *************************** sold me a whole house air conditioner as a representative from Cool Air heating and cooling on 5/19/23 for $19,933. This unit has inconsistently cooled my home since 8/14/23. The hvac technician has come to my home four times, 8/14/23; 8/18/23; 8/21/23 and scheduled 8/24/23. This company has ruined my ceiling in the bathroom and laundry room, and the a/c have not cooled my house the entire month of August. I want this system operating properly or removed and my money refunded.

  

  Business Response

  Date: 09/12/2023

  Hello ****************,

  I'm very sorry to hear you've had such an unpleasant experience thus far. After reviewing the records on your account, it's clear that there were some challenges that we faced in order to get your system performing optimally, including the often difficult fine tuning of "zoned" systems. Zoned systems are notoriously difficulty to dial in and often require multiple attempts to get it right, both from a comfort perspective, as well as a functional perspective, as improper airflow can cause even the best pieces of equipment to fail. However, there are clearly self-inflicted wounds here that fall well below our standard of quality, and we at Cool Air Mechanical acknowledge that we too can fail to get it right from time to time. With that said, our records indicate that despite the challenges we had with your installation, we have at least made sure to come back as many times as it required to get the situation resolved. Our most recent invoice dated 8/24/23, indicates that your system is performing optimally with no further issues reported, and our remediation company states that they have you scheduled to make all necessary repairs related to the water damage on 9/17/23. While we cannot undo the past, we can make a concerted effort moving forward to earn back any confidence in Cool Air that *** have eroded throughout this process. I will be reaching out to you once the repairs to your home have been completed to confirm that you're satisfied with the status quo on all fronts. I would also like to use that opportunity to discuss some additional measures that we *** be able to take on the back end to further right any wrongs on our behalf. Feel free to contact me directly in the meantime at ************ if you have anything further that you would like to have addressed or reviewed by management. Thank you.