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.

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  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:10/10/2024

  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.

  I had a service from this organization to replace a compactor and a TCV. I was charged $5000. Upon searching out other **** companies because the price seemed so outlandish, I discovered that this price was totally over the top. This is my first stop to handling this issue of price gouging. The cost of this service should have been no more than $2000! I have been had and want some refund!

  

  Business Response

  Date: 10/11/2024

  Thank you for contacting us. I have spoken with Ms. Estes and have resolved the concerns providing an explanation of the events as follows. On October 8, 2024 there were two major repairs performed involving a compressor and TXV replacement. These repairs are labor intensive and required multiple technicians to complete in a timely manner.  Coolray honored the manufacturers part warranty and quoted for the labor and materials to perform the work that Ms. Estes signed and approved. As we understand that home repairs can be frustrating and costly we have agreed to honor a retroactive discount for becoming a member which would have been an option at the time of the repairs. I have reimbursed Ms. Estes $510.42 and, in addition, honored her 2nd system in the home to be covered under the maintenance agreement complimentary. The membership has also extended the parts and labor warranty for these repairs to 2 years. I am happy to have resolved Ms. Estes concerns and advised if she ever had any further questions or concerns she may reach out at any time. 

  Customer Answer

  Date: 10/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22405261, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Priscilla Estes

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had two new HVAC units installed 07/31/24, and we were quoted a finance rate of 6.99% verbally as well as written on the quote. Credit score is over 800. However, we ended up with a 7.99% rate without any notification. We complained to the salesperson as well as billing, and we were promised a follow-up call which has never happened. Also, no paperwork was ever mailed to us as promised. We were also told that a permit for the work would be filed for us and that an inspector would be out to look over the work. This has never happened. We complained about this as well, and again, no communication from Coolray.I would like for Coolray to give us the 6.99% rate that was quoted, take care of the permit as promised, and send us the paperwork so we can pay the bill.

  

  Business Response

  Date: 09/11/2024

  We have discussed with customer and offered the following:

  we will be adding a 5-year maintenance agreement to the home. This will cover the 2 systems we installed and 1 older unit.

   

  Customer Answer

  Date: 09/15/2024

   
  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:08/20/2024

  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 the electrical redo after we had already financed the ** through them the maint person from ********* called me down to show me that he couldnt believe my electrical passed inspection. Theybolted the new box directly to the cinderblock wall in my basement and apparantly there should hev been wood 2x4s behind it to keep the moisture from penetrating the new box. The basement wall and placement is underground and there is a lot of moisture in my basement. I was NOT happy that they did a crappy job for 20k.On our ** unit. We had to have them back out 5 times after they installed it. It never worked properly and kept running and not cooling. We though thye finally fixed it but now the maintenence guy came out to tell me that the drip pan was full of water (it should not be leaking like that) and that the air filter was filthy (we have a maint package and the last person apparantly did not change the filter it was clogged) So the maintenance person tells me that we need a surge protector on our 6 month old ** unit both inside and out and this would cost us $600.00 My question to them was WHY was this not INCLUDED in the 16k charges of your shoddy work?They tell me it doesnt come with it.. ARE YOU KIDDING ME? So I call cool ray and ask to speak to a manager as I explain my frustrations with the receptionist she tells me there is no manager on duty?? Ok I will find other ways to get these grievences fixed. I want my electrical dne RIGHT and I want my ** fixed! a 6 month old unit should not have a full drip tray!

  

  Business Response

  Date: 08/22/2024

  ******************, allow me to apologize for this matter. Please know we are committed to making sure all of your concerns are taken care of. I want to thank you for speaking with me and allowing me to address each concern although the **** concerns were already addressed when we spoke. We did make sure to address the concern w/ the BriteBox panel. We have you scheduled next week on 8/28 for the panel box. We will be sure to follow up with you once the adjustments have been made. 

  Customer Answer

  Date: 08/22/2024

   
  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:07/24/2024

  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 12th I got a warning from my AC unit about 84-High PRESSURE LOCKOUT FOR 4 hours. I immediately contacted Coolray. They informed me about coming out the next day Saturday the 13th to check the problem. The technician came to my house ( I was away at work ) my wife told me that he looked like he didnt want to be there and was very rude. ( I have 4 kids in my house ) he called me and told me that the control board is broken and he needs to order it and it is under the warranty, he didnt want to give me any information about the timeframe and told me I have to pay $668 before he can answer any of my questions I asked to follow up later with Coolray. I contacted Coolray that same day and asked to speak to a supervisor about this situation. ****** ( sorry if I misspelled ) told me she will contact me and get it taken care of. On Monday, no one contacted me.. it is 95 degrees outside.. I called and called and requested to speak with her. No progress. I called the following day on Tuesday and she answered and I asked her to please have someone come out and get it fixed and asked for the follow up once the apt was set. No one calls me. I kept trying to call without progress. On Monday the 22nd I called again and they scheduled an appt to come out that same day. The guy came and said it wasnt the control board but something else. He doesnt know what it is and have to set another appt to come back. When he left, nothing upstairs is working. No screen, no air. Nothing. I dont know what he did but everything is not the way it was and I believe it got worse after these 2 technicians came to my home. I asked for the follow up and at the appt. No one called me. I tried contacting 2-3 times a day on Tuesday the 23rd and today the 24th. No one is willing to help and they keep telling me they are in the meeting. This is what I was told on Monday. How is this right?? This is by far the worst service I have ever gotten from anyone.

  

  Business Response

  Date: 08/01/2024

  I apologize for the delay in the response, we replaced the plug circuit board for main control board and infinity thermostat. On July 25, we returned to replace the inverter board. I will be following up today to make sure the system is working properly.

• Initial Complaint

  Date:07/11/2024

  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 June 2023, I bought a service agreement requesting 3 services and confirmed appointment for July 2023, November 2023, March 2024. I paid the price and brought and pay for anything they recommended. In May 2024, I called Coolray HVAC to renew and pay for my 2nd year. I left a message and billing took over a month to call. Finally, on June 16th 2024, a lady called and said renew my agreement I need to pay $160 for 2 services. I informed the lady that I was 3 services and cleaning and I had be told it would me around $260. She ran it through and said that she confirm my 3 appointments and would call me back. She never called and Charged $289.75. On Wednesday July 3 2024, I called Coolray and told them what had happen and talk to *** in scheduling and he they did not have anything available he could access and hed talk to management and call by with the 3 appointment schedule by Friday. Of Course HE LIED as DID THE **** WHO OVERCHAGED ME. So on Tuesday July 9th, I call back and told the operator what happened and she gave me to **** in escalation to resolve my problem, NOW, she says she get with management and get my service in and the others schedule. I confirm it 3 TIMES that I would heard back that day if not by scheduling, by her by 4pm, because I had a death in my family and I need this settles with appointments or refund. Of course, she lied, I never heard back. By 10am on the 10th, Wednesday July. I called Coolray and spoke to billing and reminded them that they had lied over and over, never called back with scheduled maintenance. I demanded they refund my money immediately. COOLRAY IS NOT DEPENDABLE OR HONEST WITH CLIENTS. DONT WASTE YOUR TIME WITH THEM. THEY DONT CARE!!

  

  Business Response

  Date: 07/12/2024

  Unfortunately, the person speaking with Mr. forgot to send the message right away to our Customer ********************* The maintenance agreement was refunded in full as requested. We apologize for the experience. 

• Initial Complaint

  Date:06/26/2024

  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 received a renewal notice from Coolray Heating, ********************* in June 2024. The renewal notice informed me that my renewal price is listed as $16.99 per month. The Renewal Notice also stated that Coolray had switched from a pre-paid agreement program to a monthly payment plan, stating that this monthly payment plan will provide customers the benefit of smaller monthly payments when paying with a credit card. I contacted Coolray to ask if they could provide a lower Renewal dollar amount other than the total displayed in the Renewal Notice of $16.99 per monthly. I spoke with one of their Customer Relation Managers, *******************************, and accepted her offer of a one-time discount $50.00 off my yearly Renewal of $219.00. However, after accepting this offer I discovered that the yearly Renewal price stated on my Renewal Notice is $203.88, not the incorrect price that I had agreed to. I called and informed ******** of my mistake, and she stated that I had agreed to a yearly renewal price of $219.00 and therefore the $50.00 discount will be applied to the agreed price of $219.00, I made a mistake telling her the yearly renewal price, and furthermore, she should have known that I made a mistake, due to the fact that it clearly display on company letterhead that the renewal price is $16.99 monthly, and by my calculations, $16.99 x 12 months = $203.88. Therefore, minus the $50.00 discount offered by Coolray, my new Renewal should be $153.88 ($203.88-$50.00 = $153.88.I have asked twice to speak with upper management and they have refused my request to talk with ***************** Personal. This is unfair practice in my opinion. Please help!!

  

  Business Response

  Date: 06/27/2024

  ************** does not want to pay our new price for the maintenance agreement, he has spoken with upper management at Coolray, Coolray has increased the price of the maintenance agreement along with the adding many new benefits that include 1 free pipe clearing one time a year, A free electrical panel inspection at no charge. Along with many other benefits, lowering the service fee. We offered the following on a recorded line, which he accepted, and now he is coming back with asking for more of a discount. 

  Following our recent phone conversation, which was on a recorded line, we adjusted our offer from a 10% discount to providing a $50 deduction as a gesture of customer satisfaction due to your preferred technician not being the tech to perform your maintenance last year . We mutually agreed on the price of $169, which is lower than last year's membership fee, and we are unable to offer any additional discounts on this amount. You have requested a reduction in our monthly price, which is non-negotiable. However, the option of the yearly price adjustment from $219 to $169 remains open.

  Coolray has been more than fair and reasonable with our offer to **************. We have given ************** an opportunity to accept this offer by end of day. This is a one time offer and can't be extended and only applies to this renewal cycle.

  Customer Answer

  Date: 06/27/2024

  Complaint: 21908404
  
  I am rejecting this response because:

  It should be noted that due to the fact that Coolray responded to my original complaint through the Better Business Bureau, and stated that if I do not accept their final offer of $169.00 by end of business day, effective 6/27/2024, that the discounted offer would no longer be available to me.  So, I decided that I would pay them the $169.00 *******************************, Customer Relations Manager, had presented to me as my renewal fee.  
  It should be noted that my decision to pay the $169.00 renewal fee does not forego my complaint. According to the renewal document, my monthly renewal fee is $16.99 per month.  Therefore, if you do the math and multiply $16.99 x 12 months = 203.88.  Therefore, when you subtract the $50.00 discount that we agreed to, it would equal a new renewal fee of $153.88.
  I have the Renewal Notice that was mailed to me as proof of the stated renewal amounts stated above.  
  I am aware that you stated that my my conversation with you was recorded, and I think that if you listen to our recorded conversations, you not only will hear that I agreed to the proposed $169.00, you will also hear my follow-up call the next day explaining that I had made a mistake when I told you that the renewal price quoted was $219.00. I informed  you that the price quoted on your renewal notice was $203.88.  After telling you the price ($203.88) stated on the Renewal Notice mailed to me by Coolray, you stated that I had agreed to the $169.00 offer made by you to me, and that you would not change anything moving forward.
  I am a reasonable and very understanding individual, however, I don't understand, nor do I agree with Coolray not understanding that I made a mistake when I told Coolray the renewal price mailed to me was $219.00. Given the fact that it clearly displays the renewal price on Coolray's letterhead in the amount of $16.99 per month. 

  Do the math for annual contract that consist of 12 months = $203.88, minus the $50.00 discount = $153.88.  Therefore, I am asking that you refund ($15.12) to my credit card, that I utilized to make a one time payment in the amount of $169.00 on June 27, 2024.  The credit should be in the amount of $15.12.  
  
  Thank you, 
  Sincerely,
  ***********************

  

  Business Response

  Date: 07/02/2024

  Coolray is unable to discount the maintenance agreement any further, we appreciate the customer and his business. 

• Initial Complaint

  Date:06/19/2024

  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.

  After contacting Coolray and requesting their expertise in diagnosing and repairing my 2 1/2 year- old air-conditioning system, my spouse and I spent the next eighteen (18) days without air- conditioning. The only updates we received from Coolray came from the calls we initiated almost daily. Coolray seemed unwilling or incapable of performing a proper assessment of my air-conditioning problem. As a result, their only solutions were to sell me parts that I didnt need and then try selling me a brand new system despite mine only being 2 1/2 years old.***** Services sent a technician out in a couple hours after Coolray admitted they could not help me. Within another 90-minutes to 2 hours, the technician was able to determine the issue with my air-conditioning system had to do with a faulty controller board. While Coolray also noted the board being faulty, they did not recommend replacing at this time I guess because it was the least expensive thing they could have recommended.***** also found, during their assessments, that Coolray had likely damaged my system by overcharging the refrigerant on a hot day, which increases the pressure above being over- charged. There was also notice that a connector of the *** that connects to the hot gas discharge line had been cut. I am unsure if this was done accidentally by Coolray when installing the new evaporator coil (which it turns out I did not need), or if this was sabotage to help convince me that I needed to replace my entire system.Currently, I have paid $2,678 to Coolray. What I received for this payment has been nothing but false statements, damage due to an over-charged system, and 18 days without air-conditioning in hot, humid Atlanta Summer weather.I have also paid $1,603 to ***** Services to repair the original issue ($227) and then fix the damage done by Coolray when they over-charged my system.

  

  Business Response

  Date: 06/21/2024

  We responded to a service call for a five-year-old cooling system that was not functioning. Upon inspection, we identified a refrigerant leak indicating a problem with the coil. With the customer's approval, we conducted a thorough leak search and proceeded with the necessary repairs. A return visit was required due to a tripped breaker and a loose wire affecting the blower motor. During this visit, our technicians also recommended replacing the control board, quoting a cost of $548. In discussions with ************, I acknowledge his dissatisfaction with the service process. To address his concerns, I offered to schedule us back out to assess his system, he later called to cancel the appointment advising he is going w/ another company.  Please note that while we cannot offer a full refund due to the necessary nature of the repair and the resources expended by our technicians, totaling approximately four hours of labor and materials, we remain dedicated to ensuring our customers' satisfaction to the best of our abilities. The offer stands to refund 50% totaling $1339 on the initial repair cost for the condenser coil for customer satisfaction.  
  
  

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21871508
  
  I am rejecting this response because there are false statements of a material fact made in the response by Coolray.

  1. Coolray representative stated they "responded to a service call for a five-year-old cooling system that was not functioning." Over the course of the 18-day ordeal of trying to get my air-conditioning fixed, I talked with eight (8) technicians who came to my condo in five (5) separate visits. I repeatedly told them that the system had been replaced on 9/24/2021, which makes it a 2 1/2 year-old system, not a 5-year old one. Additionally, in the attached document 'Coolray Inspection Report and Service Contract' on page 7 there is no age filled out on the Service Contract to support Coolray's claim that anyone ever thought the system was older than 2 1/2 years. 

  2. Coolray representative stated "upon inspection, we identified a refrigerant leak indicating a problem with the cool." In the attached document 'Coolray Inspection Report and Service Contract', page 1 clearly shows that no major issues were found and a green status indicator is present. Additionally, there is no notation on the Inspection Report that a leak was discovered. 

  3. Coolray representative stated "A return visit was required due to a tripped breaker and a loose wire affecting the blower motor." In the attached timeline document it shows that the first return visit (i.e., June 11 at 4:00pm) was to address a tripped breaker that shut down my thermostat, indoor blower, and outside unit. However, Coolray fails to mention the second return visit (June 11 at 7:05pm) when another technician had to come out because the breaker had tripped yet again. It was also during this second return visit that I pointed out to the technician that the air-conditioner had not being able to cool the condo down to the desired 74 degrees set on the thermostat. After working on the system until 10:20pm, the technician said there was nothing he could do to get the system to cool and that someone else would need to come out the next day (i.e., June 12).

  4. Coolray representative stated "During this visit, our technicians also recommended replacing the control board, quoting a cost of $548". The price quote is correct; however, the rest of the statement is a falsehood. I was told that there was a faulty control board; however, was also told that it had nothing to do with my system not being able to cool my condo. I was told the control board controls a fan that, in winter, needs to be shut off to allow the coil to heat up and defrost. The technician told me that given I had a Service Agreement, they would come back out in the Fall and take care of the control board then. This occurred during the 3:00pm visit on June 11. In the subsequent visits later in the day, when the breaker kept being thrown and the air-conditioning system was not cooling, I asked again about the control board but was told that it had nothing to do with my current problems. 

  5. Coolray representative stated "To address his concerns, I offered to schedule us back out to assess his system, he later called to cancel the appointment advising he is going w/another company." Coolray scheduled a supervisor, ***********************, to come out. The Coolray representative assured me that he had the expertise to solve my problem and would not leave until the system was working. I did not cancel the appointment and ****** did show up on June 12 at 12:48pm. He worked on my system until around 2:15pm and then told me that there was nothing more he could do. He said that the entire system needed to be replaced. It was only after the 'supervisor who could fix anything' told me that there was nothing more Coolray could do except sell me an entirely new system that I then called another company. The other company, ***** Services, was able to fix my 2 1/2 year old system and did so in under 3 hours. 

  6. Coolray representative stated "... we cannot offer a full refund due to the necessary nature of the repair and the resources expended by our technicians, totaling approximately four hours of labor and materials ...". To this I reply that my time spent making daily phone calls, talking to numerous technicians, and calling about getting technicians back out when the last group was not capable of repairing my system totals more than four hours. Additionally, based on the attached 'Coolray Inspection Report and Service Contract', there are no documented 'necessary repairs'. To repair something means "to fix or mend a thing suffering from damage or a fault". Coolray never fixed my air-conditioning system. Even by their technicians' own words, on two separate occasions (June 11 and June 12), they admitted there was nothing they could do to repair my system. Therefore, the charges I paid were for services that were never rendered. Furthermore, I had to pay another company, ***** Services, to fix damage that Coolray technicians caused by overcharging my system on a hot day, which only increased the pressure in the system.

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

  

  Business Response

  Date: 06/28/2024

  I understand your frustration with the process. Once we identified the leak, we proceeded with replacing the condenser coil. Following the repair on June 11th, there was an issue with the breaker tripping. We promptly returned the same day and discovered that an indoor breaker had tripped, and we tightened some of the wiring accordingly. On June 12th, a service technician was dispatched to diagnose the ongoing issue. Based on his assessment, he recommended that a supervisor inspect the system. Our supervisor conducted an assessment and advised upgrading due to the considerable amount already spent on repairs and anticipated future expenses. It was deemed more cost-effective for the customer to replace the system rather than continue with repairs. After discussing this with ************, it was agreed that we should conduct a thorough inspection to reach a final resolution and prevent further service visits. Another visit was scheduled but was understandably canceled by the customer, who informed us that another company had been called to resolve the issue. ************ and I have had a discussion regarding his frustration with the process, during which he requested a full refund. In response to ensure customer satisfaction, we have already refunded half of the repair costs, totaling $1339.

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21871508
  
  I am rejecting this response.

  As previously stated, there is questionable evidence the condenser coil needed replacing. First, the 3 1/2 hour assessment is documented by the Coolray technician. In that report, it states that my system was in good work order. This, of course, was not true as hot air was blowing through my vents. Despite the positive assessment, the Coolray technician told me that my condenser coil needed replacing. I questioned this recommendation as the system is only 2 1/2 years old. However, the technician promised that once the condenser coil was replaced that my air-conditioner would work as normal and cool my condo. 
  
  Later, my suspicions were validated as an ***** technician revealed the hot air was due to the heating elements being inadvertently activated due to a faulty controller board. 
  
  Further evidence that the issue was not caused by a leak in the condenser coil comes from the fact that the air-conditioner never was able to achieve the desired temperature of 74, even after Coolray replaced the coil. If the condenser coil was the issue, as Coolray had promised, then the replacement off said coil would have fixed my air-conditioner, which is a second promise that the Coolray technician made to me. However, once the condenser coil was replaced, the system still did not work. The technicians were quick to leave and never stuck around to see if the problem had been fixed. Then, 20 minutes after they left, the breaker was thrown. It is true that a different technician came out and did something, including turning the breaker back on; however, it is not true that the problem was fixed as evidenced by the fact the breaker tripped again about an hour later. Yet another technician came out and it was in this third visit on the same day, that the technician told me that there was nothing more he could do and a supervisor would come out. 
  
  The next day, when a supervisor came out, it was only because I called and asked for him to be sent. When I called that morning to ask when he would come out, citing the technician the night before said that he had already scheduled it, the scheduling person told me they had no record of a request to send someone. They did send a supervisor out that afternoon. The supervisor told me that the problem was my inside coil and that once the inside coil goes the only thing that Coolray recommends is replacing the entire system. I questioned him on his assessment, pointing out that I had recently been told it was the outside condenser coil but now he was saying the issue was my inside coil. He told me that maybe both coils needed replacing, he wasnt sure, but that he was sure that the inside coil was no longer working and the only option was to replace the entire system. 
  
  It is true that when I called **** at Coolray and expressed my frustration that she offered to send another supervisor out. I pointed out that I had already received eight (8) technicians and supervisors to my place and that none seemed too have the knowledge or skill to fix my air-conditioner. Instead, everyone seemed to be only focused on selling me parts and now an entirely new system. I did not take her up on the offer for yet another sales person to come and try to sell me another air-conditioning system. I am glad I did fall for the consumer fraud. I say fraud because just a couple hours later an ***** technician proved it was not my condenser coil, it was not my internal coil, and that I did not need a new system. Instead, I needed a $227 controller board to solve the problem of improperly activated heating elements causing hot air blowing out of my vents. 
  
  Yes, Coolray did provide a partial credit of $1,339 to my credit card. However, I requested a full refund as their work was unnecessary (i.e., replacing a condenser coil when they should have replaced the cheaper controller board). **** told me that a full refund was not possible because Coolray spent 4 hours at my place doing repair work. First, it is not repair work if the problem still exists after the alleged repair. Second, I counted to **** that my time is also valuable and I had been dealing with Coolray daily for 18 days. Adding up all the time I spent on phone calls, talking to technicians, calling to ask for technicians to come back out when things were never fixed, etc., it is significantly more than the 4 hours **** says Coolray spent. Additionally, I am still out the $243 for the Service Contract which is also fraud. The contract only has my name, address, and phone number. There are no details about the type of service contract, the make/model of the unit supposedly covered, the terms of duration, nor any signatures by me or a Coolray representative. In other words, it is a bogus, unenforceable contract. 
  
  And when it comes to cost, there are additional details that need to be taken into consideration. Instead of fixing the issue of my air-conditioner not working, Coolray ended up causing more damage. Specifically, the Coolray technician told me and my spouse that he had over-charged our system to help it cool down quicker. A couple hours later, the ***** technician found that half a pound of refrigerant needed to be removed due to the system being overcharged. During that same visit, the ***** technician disconnected the heating elements and my air-conditioner was able to cool my condo. Later that night, the system stopped cooling so the ***** technician returned the next day. He found that there was a leak at the "braze joint where the outdoor TXV connected to the hot gas discharge line. When I inquired if that meant there was a leak in the new evaporator coil, the technician said that it was not the coil. When I inquired the cause of the leak, the technician said it was impossible to say for certain but likely was either caused or exacerbated by the over-charging of the system on a very hot day. I then had pay $1,063 to ***** to have them fix the leak that was caused by the Coolray over-charging of the system. 
  
  In summary, because of the deception by Coolray technicians/representatives, I am still out the other half of what I paid for the unnecessary replacement of the condenser coil (i.e., $1,339), the $243 for the bogus Service Contract, and the $1,063 that I paid ***** to fix the damage caused by the Coolray technician overcharging my system. This $2,645 does not take into consideration my time invested in this whole process, including the ongoing responses to Coolrays claims that they deserve to keep my money. I have not asked, yet, for Coolray to make me 100% whole; instead I am simply asking they return the ill-gotten $1,339 (other half) plus $243 (Service Contract). If this matter cannot be resolved amicably and a lawsuit is required, then the ***** costs and my time, at my hourly rate, will be added to the amount that I will demand from Coolray. 

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

  

  Business Response

  Date: 07/09/2024

  Coolray has shown good faith, attempting to resolve this issue with ************, giving a partial refund. Coolray considers this a closed matter. 

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21871508
  
  I am rejecting this response.

  The latest response from Coolray is non-responsive. I agree that a partial reimbursement was made. However, as I previously stated, I have paid $2,678 to Coolray. I made this payment in good faith when a Coolray technician told me that my evaporator coil was the reason my air-conditioner was not cooling my condo. It was later established by ***** Services that the issue was not the evaporator coil but a faulty controller board that was activating my heating elements. 

  Even Coolray's supervisor technician told me on the last visit that there was nothing more Coolray could do and that I needed an entirely brand new unit. The only thing I received for the $2,678 is damage to my air-conditioning system due to being over-charged by a Coolray technician. As a result of negligence on the part of the Coolray technician, I had to pay an additional amount of $1,603 to ***** Services to repair the original issue ($227) and then fix the damage done by Coolray when they over-charged my system. 

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

• Initial Complaint

  Date:06/15/2024

  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 April 22, *********************************************** my condo by Coolray. The installation was complicated by the two techs breaking a pipe in my home which caused damage to my units and the three units under me. The two techs did not inform me of what happened (though I was sitting in the same room so I saw), did not offer an apology, and explained to me that this was a normal part of an HVAC installation. They did call out a plumber the same day who was the only person to offer any sincere apology or customer service recovery, including the installation manager who was rude and argumentative. Since having this unit installed less than 2 months ago, there is a recurring issue where the unit will start blowing warm air and heat up my home even when set to cool. This happens usually in the evening, but it is currently happening as I write this and it is noon. A tech has come out to look at this twice - the first time to connect a C wire to the thermostat which I believed was the problem. This did not resolve the issue. The second time the same tech came out he said it was a problem with the thermostat, and he installed a new thermostat. This issue continues to occur and my home reaches temperatures of 80+ degrees every day/night. This absolutely must be fixed after spending $10,000 and going though the worst installation experience of all time (the tech **** laughed in my face when I was understandably upset that their carelessness caused the burst pipe). I went with Coolray because of the "lifetime parts and labor warranty" and yet I have paid over $100 since the installation for various tasks that have not yet resolved the issue. This must be addressed by Coolray. This type of installation job, customer service, and follow up is beyond unacceptable. I am miserable in my home and feel I have wasted $10,000 going with a horrible company.

  

  Business Response

  Date: 06/24/2024

  We sincerely apologize for the inconvenience this situation has caused you. At Coolray, we prioritize customer satisfaction and stand behind our work. I am pleased to know that following our discussion today, our senior technician ***** successfully identified and resolved the issue, restoring your cooling system. Per our conversation we will provide a complimentary 3-year maintenance plan and refund the service fee of $59, as well as the $100 thermostat charge, back to the card that was used for payment. Thank you once again for taking the time to speak with me and allowing us the opportunity to address your concerns.
  
  
  
  

• Initial Complaint

  Date:06/11/2024

  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 Coolray Water Filters and services in October 2023. I first contacted them via ****** membership and they said I would get membership discount. Yet, after I signed up, they told me they never linked my account with ******. The water filter causes me severe allergies as I started using the filtered water for the first month. I contacted them asking for an uninstall and refund and they refused. In addition, they never followed up with any of the services in the contract. They still expect me to pay for everything.

  

  Business Response

  Date: 06/06/2024

  The customer filed a complaint with the Tennessee Coolray, however, the Coolrt5ay location she is referring to is in The *************** area. They handle their own complaints. Can you please advise the customer of this.

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

   

  

  Business Response

  Date: 06/12/2024

  ********, has agreed to keep the ** water system and Coolray will remove the water softener,and refund that portion of the equipment. We are working with ******** to determine the date of removal this week. 

• Initial Complaint

  Date:06/07/2024

  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 purchased Coolray Water Filters and services in October 2023. I first contacted them via ****** membership and they said I would get membership discount. Yet, after I signed up, they told me they never linked my account with ******. The water filter causes me severe allergies as I started using the filtered water for the first month. I contacted them asking for an uninstall and refund and they refused. In addition, they never followed up with any of the services in the contract. They still expect me to pay for everything.

  

  Business Response

  Date: 06/11/2024

  Customer has been contacted, i have asked our Manager of the water department to reach out to ********, we will find a path forward to resolve the issue.