Complaints

This profile includes complaints for Coolray Heating & Air Conditioning's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Coolray Heating & Air Conditioning has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Coolray Heating & Air Conditioning

  1787 Williams Dr Marietta, GA 30066

  
• 

  Coolray Heating & Air Conditioning

  1595 Commercial Ct Jonesboro, GA 30238-6592

  
• 

  Coolray Heating & Air Conditioning

  1645 Williams Dr Marietta, GA 30066-6208

  
• 

  Coolray Heating & Air Conditioning

  1400 Northbrook Pkwy STE 380 Suwanee, GA 30024-7232

  

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:02/18/2025

  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.

  CoolRay damaged our respiratory systems and our attic by pretending to install insulation and left most of our attic without insulation as the attached pictures show. The little insulation they did install made both my husband and me very ill. I contacted CoolRay as soon as we realized it was FIBERGLASS CoolRay installed in our attic. We were forced to go through absolute h*** nearly a year, as we pleaded to have CoolRay to remove their ************* requesting a full refund of $3,850.00 we paid for the insulation installation, which CoolRay failed to install fully. These attached pictures dont lie. The new company we hired to install insulation were shocked when they took these pictures to show us we had been fully taken advantage of by CoolRay. Upon leaving, CoolRay employees said to us, Dont walk on this insulation or your warrantee will be revoked. They knew, they had tricked us for our money.I have endured degrading behavior, incorrect words and actions provided by CoolRays **************** staff, repeatedly as I've tried to have CoolRay return my money.I've done good business with this company for years, bought numerous heating air equipment from them. Think of the distress I endure each time they come to my home for warantee issues.

  

  Business Response

  Date: 02/24/2025

  On November 22, 2023, Coolray's ********************* performed an attic insulation installation for the customer, blowing in insulation on top of the pre-existing fiberglass to reach an R38 coverage level (1738 sq. ft.). We have before and after photos to confirm the work performed; however, I am unable to upload these images at this time. If needed, I can provide them separately.
  On May 22nd, 2024, the customer contacted us, expressing concerns that the insulation was causing breathing issues and excessive coughing. I spoke with the customer that same day to address their concerns, but the conversation escalated when the customer began shouting and ultimately disconnected the call. The customer later called back, using inappropriate language and making derogatory remarks about one of our managers. I informed the customer that moving forward, all communication would be handled via email due to the nature of the language used. We also have a recording of the conversation if needed.
  On June 3rd, 2024, a waiver for the removal of the insulation was sent to the customer, along with the before and after photos and the original signed estimate, which had granted permission for the work to be performed. 
  On August 14th, we received the signed waiver where the name was altered. I resent the customer advising the name has to remain as it is on the proposal. The process was delayed when the customer requested us to revisit the attic due to concerns that an area had been missed. After speaking with *** and **** I advised them that we would perform a single visit for the extraction of the insulation, and we would not be making any other unnecessary trips. Given the customer's ongoing concerns, ********************** found it unusual that the customer process was delayed repeatedly by the customer. 
  On August 27th ***** the customer eventually submitted the signed waiver, and a removal appointment was scheduled, though there was a month-long wait due to the backlog in our insulation department.
  On October 2, 2024, the extraction of the insulation was completed. 
  The waiver clearly outlined that no refund would be issued for the removal of the insulation. At this point, Coolray considers the matter resolved. We followed the agreed-upon process, with the customer signing the waiver and giving their approval for the insulation removal.
  I am unable to submit my response with the attachments included. I have all documents needed as evidence. 

  Customer Answer

  Date: 02/25/2025

  Please I need help, the person who responded to me IS THE SAME COOLRAY WOMAN who abused me, the same woman wrote lies about our contact, even in her response to this complaint.  I am a Disabled US Veteran, I'm 84 years old. It is not safe for me to be harassed by that woman, MEKA. Please advise me.  

  

  Business Response

  Date: 02/26/2025

  Thank you for your response. Coolray considers the matter closed. Please advise if any further information or documentation is needed.

• Initial Complaint

  Date:01/24/2025

  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.

  In June of 2024 we were forced to change our AC system and we went with CoolRay, but they came into our life like cancer. Ever since we had the system replaced nothing, but problems. I reached out to the Sales person **** ******* and he shifts everything back to us like I am suppose to know how to purchase the system. We had new system installed and same month I had to have them in my house every week and they were not able to figure out what was wrong. They started with changing the Thermostat which was free and after that started asking for more money stating we need Dampers. First I paid for one and in winter they came again and told us we need to spend more. They have issue with staff who has no idea on what is going on and every time new person shows up at my house wants us to keep spending more money, as this is their training ground. I am totally frustrated with this people and would like to have someone reach out to me. They love holding me hostage by threatening that if I cancel the yearly maintenance I will lose the warranty, but they are not living up to what to promised to do and that is why I call them CANCER.

  

  Business Response

  Date: 01/29/2025

  Thank you for reaching out to us. We sincerely apologize for any inconvenience you've experienced and are committed to resolving the issue to your satisfaction. After reviewing your account and the concerns raised, weve determined that the issue is not with the system itself but with the pre-existing zoning. During the visit with ****, our Comfort Consultant, and the installation, the zoning and dampers were functioning properly at that time. Therefore, there was no recommendation to replace them, as everything was operating as expected during both the consultation and installation. To ensure that you are not incurring unnecessary costs, no replacement was suggested at that time. However, we have been able to offer a solution to replace the main floor damper motor for a total of $546, and we are scheduled to complete the work today.
  
  We truly appreciate your understanding and are hopeful this will resolve the issue promptly. Please dont hesitate to reach out if you have any further questions or concerns.
  
  

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22852709
  
  I am rejecting this response because: This is becoming an everyday affair with them. For the first week they were stating that thermostat was bad, so 5 days were gone and even after changing the thermostat the issue did not get resolved. So after 3 visits they are like we need to change the damper. I had to spent $546 dollar for the one floor and soon as the season changed I had to call them and now they are asking for another $546 to change 2nd damper.  I understand that they are blaming on new and old equipment, but they are the expert and should have advised. Every time they come to my place I am being forced to chug more money and that is what I am most concerned about. As per their sales staff if I do not agree to their demands my warranty will be voided and I do not like threats from business who force consumers. 

  Due to the damper issue the seal on the equipment became loose and we were cooling the attic, so it is not just about old vs new equipment, but their diagnosis is not accurate and I am being blamed to know everything. 

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

  

  Business Response

  Date: 01/30/2025

  We truly understand your concerns and appreciate your patience throughout this process. Our team did need to come out a few times to properly diagnose the issue, and initially, we focused on the system itself. However, after further investigation, we discovered that the root cause was related to pre-existing zoning, which Coolray did not replace. At the time, there were no issues with the zoning, which is why it wasnt addressed. We completely understand how frustrating this situation can be, and we want to emphasize that we are not placing any blame on you. Our goal is to work together to find a resolution that meets your needs. To demonstrate our commitment to moving forward and strengthening our relationship, wed like to offer you a complimentary maintenance agreement, extending your coverage through June of 2026.

  
  If youre open to this, Ill ensure the update is made today. We truly value your satisfaction and look forward to resolving this matter.

• Initial Complaint

  Date:12/30/2024

  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.

  I've been with Coolray for 2 years going on 3 years. As soon as they placed the NEW unit in my house, I had problems. I've called over 20 times for someone to come out, now I'm having the same problem. I would like it to be fixed for free.

  

  Business Response

  Date: 01/08/2025

  Thank you for reaching out. An appointment was scheduled for today January 8, 2025 between 12-3 by one of our **************** Representatives. We have attempted to contact the customer to dispatch out to the home. The appointment has been cancelled at this time due to no response from the homeowner. Please note that we have not been to this property since June 1, 2023 and that this is the second visit in response to a complaint that has been cancelled due to no response or request to cancel by the homeowner. 

• Initial Complaint

  Date:12/12/2024

  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.

  In Oct 2022 I purchased a hvac unit. In 2024 not even 2 full ******* the unit stops winter weather was 23 degrees outside inside my home was 54 degrees and sometimes 50 degree depending on the time of day. Company was called to repair unit . It took 5 days for parts to arrive. Imagine 5 days in 50 degrees . Finally when the parts arrived the unit still didnt work. Only to find out it was the breaker box switch. Got heat flowing in my house. House was warm ***** told me I didnt need anything repaired . The manager ****** ****** sent someone a supervisorout to my home to verify my system was functioning properly. ***** . When he came he told me I had damage to my dampers the opposite of what ***** said . ***** reassured me several times I didnt need anything repaired . Now my house is freezing cold again less than a week later. I just want a refund on my money spent ! The unit is nearly 16,000$ . I want my money back . ***** came and destroyed my dampers . I cant even rest properly.

  

  Business Response

  Date: 12/12/2024

  Thank you for sending this over. I have been in contact with the homeowner since the previous complaint received this week. We are working with the homeowner to resolve her concerns at this time. As of December 12, 2024, I offered scheduling for Friday December 13, 2024 but the homeowner requested Tuesday December 17, 2024 for our team to return to make the recommended modifications free of charge. In addition, I have offered half price repairs to the homeowners zone dampers that are preexisting in the home, have no warranty, and are causing the issues to the installed equipment. The equipment installed by Coolray is not what is having issues at the home causing this experience. Reimbursement for the equipment as requested is not an option as this is a preexisting equipment issue that Coolray did not install. I have contacted the homeowner for immediate assistance this morning and am waiting for a response to assist further. We are diligently working within the parameters the customer is allowing us to. 

• Initial Complaint

  Date:12/06/2024

  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 11/05/2024 I pain ******** to Coolray to repair a leak from a bathtub. I have been a long-time customer of ********************** since 2012. I was quoted ****** to repair the leak from the bathtub. He cut a hole in the wall, which he later admitted he did not need to cut in order to repair the tub. After cutting the hole in the wall the price was them ********. After paying him we discovered that there was still a leak. He told us what supplies we could purchas at ********** to repair the leak. I spoke to Coolray several times, each time they said the tech did not follow protocol in my situation as well as in the past with other customers. They still allowed him to go into peoples' homes and take their ******** ***** M. *****

  

  Business Response

  Date: 12/07/2024

  Thank you for reaching out. I sincerely apologize for your experience with Mr. ******** Please know that we always aim to do what is best for our customers. In reviewing the account, here is what was found: 
  
  It was confirmed that the technician could have communicated more effectively to ensure the customers understanding. The technician noted that a handyman had not used proper seals on the stem, which led to the need to rebuild the shower valve. The $373 charge was for cutting the sheetrock. Based on your feedback, it appears there was some misunderstanding that could have been clarified by the technician. ***** the Customer Relations manager made sure to address this with you on 11/14 and as a result she confirmed we would refund you $400, which takes 7 business days to reflect back to your card. Thank you for your time and attention to this matter.
  
  

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22651037
  
  I am rejecting this response because:
  
  Sincerely,
  
  La ***** *****

  

  Business Response

  Date: 12/10/2024

  On November 14th, at 4:18 pm, you and I spoke, after a brief conversation, I explained the work that was completed, there was work completed by someone other than Mr. ******** I agreed that our plumber could have provided better communication and explain the issues better. MR. ******* offered a refund of $400, you agreed. Mr. ******* considers the matter closed. 

  Customer Answer

  Date: 12/15/2024

   
  Complaint: 22651037
  
  I am rejecting this response because: I spoke to ***** at Coolray on 11/19/2024 @ approximately 11:57am. ***** said from the way the technician completed his paperwork, there was no way to tell what he did. ***** said when he came back in she would get that paperwork from him and send it to me so we could discuss. I never heard back from *****. I called a second ******* the next day after Coolray had been pain ******** to fix a leak from my upstairs bathtub, that still existed "after they were paid to fix the leak". He did not fix the one and only probelm he was called here to do. ***** admitted to me every phone call we had, that he did not follow protocol, and did not do things according to their policies. After we paid ********, he told us to go to ********** and buy items to fix the leak. I did and I have receipts from those purchases. They did not complete ******** worth of work. He said he replaced the stems, which was the original quote of ******, if anything that's the work that should be paid for not the extra ******** dollars.
  
  Sincerely,
  
  La ***** *****

• Initial Complaint

  Date:12/03/2024

  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 a new hvac unit in 2022 for a new unit . Close to nearly $16,000 unit I also paid for a warranty the warranty includes having a tech come out twice a year to look at the unit and service it . Its now 2024 and the unit is not working. Im in a 54 degree house and the managers will not reach out to answer my questions after Ive called several times . Why did the system fail ? Did you sale me a used unit? What are the technicians checking for ? Why is it taking so long for me to receive help for this unit .lve been without heat for 5 days . They cant give me a time frame of when Ill receive help or anything. Feels like Im paying them for a broken unit

  

  Business Response

  Date: 12/07/2024

  Thank you for contacting Coolray. On Saturday November 30th,a Coolray technician was sent to Ms. ************ property. The technician diagnosed a failure requiring parts to be ordered. Unfortunately on weekends, our vendors are closed and do not reopen until the following weekday meaning the parts order would not be placed until Monday. On Tuesday December 3rd, I made contact with the homeowner and advised I had located the parts and sent a representative to pick up the needed parts out of town as opposed to waiting for shipping with a courier. Upon acquisition of the parts, I provided an update that I would schedule the return visit on Wednesday morning December 5th. On December 5th the technician took all parts to the property and upon process of elimination it was ultimately found to be a breaker as the root cause of the failure. Heating was restored under warranty that same day through some time and extended diagnostic at no cost. I have since followed up with the homeowner and scheduled a courtesy visit with a supervisor to perform an inspection, ensure operations and answer any questions the homeowner may have regarding the home and equipment. In addition, I have offered to cover the maintenance at this property for an additional year complimentary under Customer Satisfaction for the frustrations as I do understand that home repairs can become strenuous on the homeowner to resolve. At this time, the equipment is operational, the homeowner has not incurred any charges for the services rendered, and has received an extended maintenance agreement for the experience. The homeowner accepted the resolution at the this time.

• Initial Complaint

  Date:11/25/2024

  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 had a Hvac unit installed 2 months ago. They had to come out twice to repair unit, and now, I was told they have to remove my ceiling so they can check pipes, or they will do it for $1,100.

  

  Business Response

  Date: 12/03/2024

  This issue has been addressed and resolved with our valued customer.

• Initial Complaint

  Date:11/22/2024

  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 10/16/2024 CoolRay was hired to do what should have been a routine evaporator coil cleaning and seasonal change maintenance.**** ***** and his assistant "Agri" came to clean coils The next day I began noticing a chemical "feeling" in my home. My animals were effected as well.. My throat, eyes ,mouth and lips were burnning. Called CoolRay. Was told it was just residual drywall dust from coil cleaning which would "settle down". I had to board my pets as they became ill. sticker on my Lennox airhandler that clearly said Use Water Only On Evaporator Coil. Both times CR used detergent/chemicals, voiding Lennox warranty. he completely missed freon line leak he created from the first coil cleaning. I called CoolRay back out, ******* came this time and discovered the line set had not been braised correctly when **** ***** reassembled my airhandler. Me and my pets (still being boarded at this time) had been breathing freon gas oily vapors. CoolRay couldnt fix the problem that day though .CR came back out on Monday to repair the leak. He neglected to notice the drip pan under my airhandler was full of OIL and vapors emitting from it.I was told it was "water". Ran my fingers through what i was told was water and it was OIL. Left blisters on my fingers;I gave up on CoolRay who was unwilling to send someone back out until "maybe 9:00pm that night, Called ******* out to help me. ******* sold me an $18,000.00 new Daikin HVAC system. The filthy air continued in my home. I am now around $28,000,00 into trying to mitigate a problem CoolRay created and neglected to identify and resolve.CoolRay needs to reimburse for every dime I have spent trying to resolve a problem THEY created. I have also had to throw out $1000,00+ rugs as ******* steamers was unable to get the oily vapor residue out of the fabric. This residue can continue to emit vapors indefinitely depending on atmospheric changes in the home. The money, ************** has been devastating.

  

  Business Response

  Date: 11/22/2024

  Good afternoon, Ms. ******************* you for explaining your side of things. Please accept our sincerest apologies for the inconvenience you have experienced. At Coolray, we are committed to doing what is right for our customers. As previously discussed with *****, we agreed to cancel the monthly maintenance plan and provide a full refund of $16.99. Additionally, we offered to cover the boarding fees for your pets and replace the evaporator coil at no charge, in an effort to resolve the situation. While you ultimately chose to replace the system, we understand the challenges this has caused. In light of this, and with our continued desire to make things right, we will also reimburse you $1473 for the coil cleaning charge. Additionally, I have responded to your original email to Coolray and sent a 2nd request that you forward the boarding bills for your pets so that we can take care of that as well.
  
  We appreciate your understanding and patience as we work to address the situation. Please do not hesitate to reach out if you have any further questions or need additional assistance.
  
  
  

  Customer Answer

  Date: 11/25/2024

  The money spent trying to recover the air quality and safety in my home from CoolRay techs negligence exceed vet boarding bills.

  We are currently itemizing money spent to mitigate the fallout .

  thank you 

  

  Business Response

  Date: 12/02/2024

  The service manager was able to explain the technical side of things. Allow me to clarify this situation as a whole. The "freon and oily" vapors originated from a field-side brazing point, which is located outside the actual equipment. The customer also mentioned that the oily substance was found in the auxiliary pan beneath the unit. In both cases, this issue is external to the system itself. The only way these substances could enter the home, or the airflow would be through significant air intrusion on the return side of the system. However, this is not the case, as it would also result in the customer pulling attic air into the home. ********************** has not made any adjustments or repairs to the return or air intake components of the system. Therefore, any potential intrusions would likely stem from the original installation of the unit. 
  
  Coolray offered a resolution and was more than willing to replace the coil at no charge. However, the customer ultimately decided to replace the system on their own. Again, for customer satisfaction ********************** will cover the cost of the pet boarding bill along w/ refunding the coil cleaning in the amount of $1469. Coolray will await your response either through the BBB or email. 

   

  
  

• Initial Complaint

  Date:11/13/2024

  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.

  Absolutely terrible!! incompetence all around. my problem was A/C wasn't blowing cold air. First visit on 10/14/24, first tech tells me i'm low on coolant and my coil is leaking, presents three options, replace the coil, add coolant, test for leaks to identify the root cause. I choose all three to make sure the whole problem is taken care of. Spend $2700+. 4-5 days later A/C stops blowing cold air again. Called again, this time a Supervisor comes out. Tell me the overflow switch is the problem, its bad, it can cause the system to shut down and not blow cold air. Im thinking why didnt the first tech identify this?? Wants $170+ to change it out. I turned it down, But the supervisor disabled the overflow switch to stop it from shutting the A/C control off. Then the air is back cold again. I just run the risk of a leak not being caught, which Im fine with. But then, 4-5 days later A/C stops blowing cold air AGAIN. Same Supervisor comes back out on 11/13/24. THIS time tells me some fan isnt giving the proper power. Wants $450+ to fix this issue. Of course I turn it down, because now I realize Im dealing with incompetence and/or a scam to piecemeal me issues and get thousands of dollars out me. How are you not able to diagnose a routine problem like this upfront and give me EVERYTHING that's wrong with it at once. You clearly trying to put me in a position to put out money here and money there, so in end Ive spent like $10,000, and probably still wouldnt fix the problem, only to tell me I need a full replace. Taking advantage of people that aren't subject matter experts and uncomfortable in their homes. Their customer relations people are supposed to be reaching out to me to rectify the situation. But I have a feeling they are going to want me to put out more money for issues they should have diagnosed in the first place, so I'm being proactive with this post. Coolray has fallen OFF. And ALWAYS get a second opinion. Just eat the multi-diagnosis fees upfront.

  

  Business Response

  Date: 11/14/2024

  Thank you again for speaking with me this morning. I want to sincerely apologize for the inconvenience you've experienced, as I understand how frustrating this process has been for you. Please rest assured that Coolray is committed to resolving this matter and ensuring that your system is functioning properly. I spoke with the service manager, who confirmed that the fan relay issue is a separate concern related to the electrical components. We have scheduled a visit for tomorrow, 11/15, between 12 PM and 3 PM, with our field supervisor to complete the necessary repairs at no charge to you. I will personally follow up with you to ensure everything is working smoothly, and Ive provided you with my direct contact number should you need anything in the meantime. We look forward to resolving this for you and appreciate your patience.

  Customer Answer

  Date: 11/19/2024

   
  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. They remained responsive to trying to fix the **** issues. The latest repair on 11/16/24 appears to have solved the problem. The only reluctancy i have is that there's been 3-4 day stretches where it seemed like everything was good, then it stopped blowing cold/hot air again. But for now everything is good.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/30/2024

  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.

  On July 16, 2022, Coolray **************************** installed an air handler in my home. I was connected through this service through **********. After the installation, on August 6, I made another appointment with Coolray because water was leaking in my downstairs restroom due to a leak from the air handler upstairs. The repairman came in and installed a switch and stated that he unclogged a pipe. A few weeks later, we noticed a leak in the bedroom beside the bathroom that was previously leaking. It was hard to detect how long it had been leaking because furniture was there; however, we noticed water on the carpet. After moving the furniture, there was ***** stains on the baseboards and wet carpet. On September 28, I made another appointment with Coolray. The tech came out and said he couldn't find the source of the leak and that it was a plumbing issue. I scheduled an appointment with a plumber, who measured the water saturation of 60% on the wall. He identified that the leak was from a poor repair job that was done when the leak was sealed off. He did not fix the leak, because he did not want to compromise the warranty coverage. On October 1, I spoke with ***** who scheduled an appointment for October 3. The supervisor came to my home to take pictures and attempt to find the source of the leak. He could not and stated that he would schedule an appointment for the installation team to come cut the wall to find the source. He also said that he was going to put in a request for the damages to be fixed. I received an email in error on October 7 to coordinate repairs, but was told this was not for me. The sender sent an email to Meika to connect me, however, I have not heard from the installation department nor Meika. I sent an email and she has never responded to that either.

  

  Business Response

  Date: 10/31/2024

  Thank you for reaching out. I sincerely apologize for the lack of follow-up on our part and any confusion this may have caused. I understand that this situation has been frustrating for you, and I want to assure you that Coolray is committed to resolving it.
  The supervisor that came out confirmed that the leak originated from a pipe located behind the wall. Accessing this pipe will require cutting into the drywall. Please note that this is pre-existing and that Coolray did not install. The supervisor took a video during the visit as evidence to support his findings. We have already replaced a small section of PVC for the customer and are willing to work with Ms. ****** to reroute the drain line at no charge, which would need to be handled by our installation team. However, we are not responsible for drywall repairs. I would be happy to schedule this for next week, depending on Ms. ******** availability.

  I was unable to upload all the videos and pictures as evidence due to the files being too large. Please advise who I can send this to. 

  
  Thank you for your understanding, and please let me know how you would like to proceed.   

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22492697
  
  I am rejecting this response because when the technician (supervisor) stated that he was unsure where the leak was coming from and that is why he was going to refer it to the installation team. In his words, he was puzzled as to where the leak was coming from. When I shared with him that the air handler was installed by Coolray and showed him the documents that I had which showed that I was charged for the pipes being replaced during the installation in July 2022, he said that is standard for the receipt. He did say he was submitting it to his manager for repairs of the damaged floor and baseboard. Again, I never heard anything even after several times of reaching out. I need for Coolray to accept responsibility for their shoddy work ethic. I am not accepting this until what has been done wrong, is made right 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 11/05/2024

  The initial technician who visited the site was unable to identify the exact source of the leak, which led to the dispatch of a field supervisor on October 3rd. Upon inspection, the supervisor confirmed that the leak originated from pre-existing piping. As a gesture of goodwill, Coolray is willing to re-run the pre-existing piping at no additional cost to the customer. However, it is important to clarify that the water leak is not the result of any fault on Coolray's part. Additionally, the video uploaded to the customers account further supports this assessment, though I am unable to provide the video as evidence at this time do it will not upload.

   

  Please note that while Coolray has the necessary documentation, including the proposal, invoice, and video, to support our position on this matter, I am unable to upload these files at this time as it is not allowing me to do so. 

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22492697
  
  I am rejecting this response because it clearly states on October 3 that someone would be sent back to my home. I understood and was ok with the drywall not being repaired. I wanted the source of the leak found and stopped. No one every reached out, except accidentally to tell me my repairs would be covered, only to turn and tell me it was an accident. After emails and calls, it took me filing a complaint here to get a response!! I want the baseboard and floor repaired where water continued to leak from your negligence and unprofessionalism with not following up as stated on the invoice.
  
  Sincerely,
  
  **** ******