ComplaintsforCool Air Designs Inc.

• Initial Complaint

  09/13/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On June 17,2014 ** ****** from Cool Air Designs came to my home to provide an estimate for **** work. The contract was accepted and signed by my mother and myself. The cost of the **** work was $7,200. My mother ************************* delegated the follow up to me. She has signed the paperwork for the **************** as they will be providing the funds. June 20, All paperwork was signed and submitted. In July ** ****** received a check in the amount of $6,000 dollars. Cool AIR Designs came to install ductwork however the duct work was not completed and my water heater was not hooked up. They have cut the pipes my plumber put in place to install and they did not repair it. They did not complete the job. Years have gone by emails have been sent, text messages with photos of the job, certified letters sent in mail as per mortgage company's request and no response received until last year August 2,2020.9/15/20 an appt was made for 9/16/20, Al did not show nor call. I have no heat in my home.

  Business response

  11/01/2021

  I have already reached out to the client directly to rectify this situation.  In 2014, Cool Air Designs did do the stated work and receive stated payment.  From 2014 to 2016, Cool Air Designs reached out to ****************** approximately once per month to complete the remaining work.  Each time, we were told by ****************** that she was not ready to proceed due to various reasons including other work being done at the house, issues with gas, etc.  Eventually, we left off that ****************** was to contact Cool Air Designs when she was ready to proceed.
  
  We did not hear from ****************** until September 2020 when, unfortunately, we were unable to make it to her house and did not hear from her again.  The entire correspondence was two emails.  After those two emails, we did not hear from ****************** again until an October 2021 email followed by a BBB complaint.  ******************** complaint is not false, but it most definitely does not paint an accurate picture of the events.  We are happy to complete the work and have already reached out to ****************** to do so.

  Customer response

  11/04/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:On October 22nd of this month a member of Cool Air's HVAC staff came to my home to check what needed to be completed.I was supposed to get receive contact with what the next steps are. It has been almost two weeks(November6th will make it two weeks exactly) and to date,I have not received a telephone call nor an email regarding the steps that will be taken to rectify this situation. The statement that my complaint doesn't paint an "accurate picture" is one I don't subscribe to. I would not have to resort to writing a complaint with BBB if I was contacted monthly. I have patiently waited and still waiting for a plan(inclusive of a start date and completion time) and completion of work.Sincerely,***************************

  Business response

  11/04/2021

  Cool Air Designs is working to get the necessary supplies to finish ******************** job.  As the initial equipment was installed over 7 years ago, models have changed and we need to find matching equipment or adaptors (in some instances).  This is not a problem, but it does take time.
  
  Additionally,we schedule weeks sometimes a month in advance, and are making it a top priority to fit ****************** into this schedule as soon as we locate and receive the supplies,regardless of our existing schedule.  We will reach out to ****************** directly to schedule.  She is welcome to contact our office for status at any time as she has not reached out to us even once since we were at her house (no phone calls only an updated BBB complaint!).
  
  We are happy to complete ******************** job, regardless of her continued complaints to the BBB,as soon as we have the equipment.  I maintain this complaint does not paint an accurate picture as Cool Air Designs is being maligned for leaving someone without heat and hot water for 7 years when, realistically, ****************** was *** from 2014-2020 -- even with repeated attempts by Cool Air Designs to return to finish the job.  I believed she had no intention to have Cool Air Designs finish the job and to pay her remaining balance.

  Customer response

  11/15/2021

  Better Business Bureau:
  
  
  I have reviewed the response made by the business. I do not agree with the statement that I was MIA and maligning the reputation of the company.It should not have taken me to contact the BBB to get a response from Cool Air if there was reciprocal communication and a plan of action set,the BBB would not have been involved. Never is it my desire to malign the reputation of any company,rather my desire is to get results and a response with a plan. This is not about the company installing faulty equipment, it is some things were not complete or overlooked and stubbornness. Al from Cool Air called to arrange a time for his workers to come to complete what needs to be completed. The appointment was supposed to be on the 19th as I had a dentist appointment the 12th. Cool Air employees came on the 12th to make corrections. The employee who came was polite and explained why the original employees cut the plumbing piping the way they did.This information was extremely helpful and I wish I had this information in the beginning. They are returning to install the vents in the house.
  
  Sincerely,
  
  
  ****** *******
  
  
   
  
  

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