Complaints

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I noticed that the ** unit of our 2nd floor was not cooling. My husband called Cool Power the first week of June and was told they would charge us to come and figure out what was wrong but did not tell him that they would not fix it until the FALL. Had they told him that, he would have said no thank you I will call someone else. Instead, they sent a technician who was in our home for 15 min and told me that we had a leak and that a coil needed to be replaced and then proceeded to charge me $222 and said they would come back and fix it in the FALL. I told him that was unacceptable that I needed ** now and he told me that they couldnt tie up a technician for a couple of hours during their busy season. I again told him that was unacceptable and he said he could fill it up with Freon at my expense which would continue to leak out until they come in the FALL to fix it and then I would need to fill it up again (again at my expense ) I told him I want the coil fixed and was not interested in putting a bandaid on it and paying for the cost of Freon that we know will continue to leak so that they dont have to repair it until the Fall. He then added that they would have to order a part and he did not know how long that would take but he had already told me they had NO INTENSION of fixing it before the FALL. The next day I received a call from ***** from their office to tell me they would charge me about $2400 to replace the coil and they would do it in the Fall. ***** then put the manager *** on the phone. who had not even looked into when the part would be available and was reluctant to give me any information about it. This company is disgraceful and has no integrity. They are dishonest with their customers and thieves in my opinion. What normal person would agree to have their ** fixed in the FALL. They only tell you that after you have paid them their service fee of $222 for 15 min evaluation. This is a scam and they need to be stopped.

  Business response

  06/29/2022

  Hello, It is my understanding that we already resolved this matter. Please let me know if thats not the case. 

  Thanks,

  *****

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I contacted Cool Power in April for a service call to repair a leak in the air conditioning unit that Cool Power installed years earlier. The technician admittedly arrived without the necessary information, tools or supplies to perform the leak search (the service that I requested) because he was not provided with information from the company regarding to the nature of the service call before he arrived. Without this equipment, the technician was unable to properly diagnose the source of the leak. Nevertheless, I was charged a diagnostic fee of $229.36. Another technician came out a week or so later. He arrived with the necessary tools and equipment to identify the source of the leak (a condenser). I was charged an additional $342.64 for labor and supplies; however, this was merely a diagnostic visit as the initial diagnostic was unable to be properly performed. Ultimately, it was learned that the condenser was no longer available and the unit could not be repaired. I reached out to Cool Power to inform them that I should be reimbursed for the cost of the initial diagnostic ($229.36) because they sent out a technician that was not properly informed or prepared to perform the diagnostic. I was met with a defensive and disrespectful staff member who denied any basis for a refund. When I advised that I may seek resolution through small claims, he advised that I was threatening him and that he could put in a note in their system to inform their technicians not to do any repairs on any units associated with the account (this includes my elderly mothers unit which is currently under a warranty). It appears that this sales associate was making a threat to void my mothers warranty as a strong arm tactic to avoid a $229.36 refund. I am requesting assistance to obtain a refund for $229.36 (the cost of the service that I was charged for but was not performed). I am hopeful that request will result in a fair and respectful resolution without the need of civil action.

  Customer response

  06/20/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Cool Power, LLC regarding complaint ID ********.
  
  Sincerely,
  
  *******************
  

*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. ↩