Complaints

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

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  Cool Care Heating, Air, Plumbing & Refrigeration

  3102 Bronx Rd Columbia, SC 29204-1558

  
• 

  Cool Care Heating, Air, Plumbing & Refrigeration

  PO Box 6764 Columbia, SC 29260-6764

  

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:10/23/2024

  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 AC/Heating unit installed on 4-19-2021. This company has repeatedly thrown parts at this unit and never actually fixed the problems. The AC could not be turned from AC to heat without removing 1 pound of freon each season. Resulting in calls every season change, and leaving us without use of the AC or Heat for up to 3 weeks at a time. The owner Kenny said he would come out and personally check the unit- Kenny put us off nearly a year before he actually came to the property to see the problems himself. Sending tech after tech and no real resolve to the problem. After Kenny came to see the unit he quickly blamed the manufacturer for a faulty unit, but never would actually fix the problem regardless of the additional warranty. DOZENS of parts have been thrown at the AC/Heating unit, leaving us without use of the unit in temperatures below 40 degrees. Just this week I had to wake up to my house being 56 degrees INSIDE because THE UNIT STILL DOES NOT WORK. We have been more than reasonable trying to come to solution over the last 3 years- but I have had enough of this shoddy work and faulty products. The winter is here and will continue to drop in temperatures and its evidently very CLEAR this company is happy to take our money but not actually fix the problems that are supposed to warranty.

  

  Business Response

  Date: 10/28/2024

  We are writing to respond to a complaint issued by  ******* *********** for work performed at **** ******** **** in Blackstock, SC.
  
  We provided an estimate to replace the HVAC system on 4/12/2021.  We installed a new Armstrong HVAC system on 4/19/2021.  We were paid $6,310.00 for the new HVAC system  by check for $3,155.00, which was the down payment, the balance was paid from a financing company of 4/19/2021 in the amount of $3,155.00.  In total we have been paid $6,310.00, which was for the original installation on 4/19/2021.  
  
  We performed a Quality Inspection on 5/2/2021 and found the internet wire tangled in the underpinning of the home.  We also found that the condensing unit was too close to the house and needed to be moved to access the electrical components of the unit.  We returned on 5/28/2021 and moved the unit and removed the internet wire from the under pinning.   The unit was operating properly at the time the work was completed.  We returned on 7/1/2021 to perform a quality inspection.  The system was operating properly at the time of inspection.  We were called due to no heat on 10/1/2022, upon arrival we found the unit not operating in heat.  We spoke with the manufacturer and parts were changed under manufacturer’s warranty.  Unit was heating properly upon completion of work.  We were called for no heat on 11/9/2022, upon arrival we found the heat operating properly.  We returned on 2/26/2023, responding to an airflow complaint from the customer.  Upon arrival we could not find any problems with the air flow.  We spoke to the customer on 3/6/2022 regarding the visit and our findings.   On 3/23/2023, we returned for no cooling.   Our service manager spoke to the manufacturer, who advised to make another repair.  The system was operating properly at the time of the repair.   We were called out on 3/30/2024 and found a leak on the system, we made the repair at no charge.
  
  On 4/18/2024 our owner, Kenny Wardlaw evaluated the system and spoke with the customer again on 6/25/2024 regarding the history of the system.  He  explained to him that after speaking with the manufacturer several times, they agreed to upgrade the coil under warranty, which according to the Lennox engineers will correct the issue.   (Lennox Industries owns the Armstrong HVAC brand.)  The history reflects the problem occurs when the HVAC system switches modes from heating to cooling.   Mr *********** agreed to the coil upgrade and agreed to make the repair this fall since the unit was cooling properly at the time of the phone call in June.   In October of this year, we spoke again with the customer.  During that phone call Mr. *********** decided to not move forward with upgrading the coil, as recommended by the manufacturer.   He advised us that he would be moving to Iowa on November 1, 2024, as he and his former girlfriend are no longer together.    His former girlfriend is staying behind and he shared her contact information with us during that call. 
  
  We have responded every time Mr. *********** contacted us.  He paid us upon completion of the installation, and we have never charged him for any return visits.   Additionally, the manufacturer recommends that the system be serviced annually, with filters checked monthly and changed when dirty.  We have never performed an annual service for this HVAC system. 
  
  We do not agree that a refund will resolve the issue.  We have gone above and beyond and attempted to correct the issue based on the engineer’s recommendation.  Which we want to repair but Mr. *********** declined the solution. 
  
  We thank you for giving us an opportunity to respond to this complaint.  We will always do our best for our customers.  We wish Mr. *********** the best with his move to Iowa.  Thank you for your consideration on this matter. 
  

• Initial Complaint

  Date:06/17/2024

  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.

  Met with Josh S***** who was the owner's son and set up for a new Bryant heat pump and air handler install. They did not install the correct unit that we paid for, installed the wrong unit incorrectly, the install did not meet the electrical code, did not cool the house correctly, overall a poor install. After several calls and holding back the final payment, josh did come back to find out what was wrong. I had already fixed some of the problems at my own expense. He promised to fix the remaining issues on Monday, 17 June 2024 at 10 am. No one ever showed. A call to Cool Care resulted in more BS with no real explanation. Josh and the company talk a lot, feed you a bunch of BS, but never really resolved the issue of a poor install. One of their folks **opped the F bomb over and over again while on the phone at my house, was so argumentative and obnoxious that I told him to leave. I have never felt the need to tell someone to leave my home. I have not had the remaining issues fixed or resolved. I also was talked into a 10 year labor warranty that is now worthless since they cannot even install correctly.

  

  Business Response

  Date: 07/03/2024

  After the initial installation, we sent a supervisor to inspect the work and make any necessary repairs.  Charles Y**** adjusted the refrigerant charge, repaired and cleaned up some low voltage wiring in the attic and added more mastic high pressure duct sealer to the unit to duct connections.  While he was working, he got a call from someone and in order to keep working while handling a phone call in a hot attic, he put the caller on speaker.  This person, who was not on site, used inappropriate language that was heard by the homeowners.  We apologized for this and left without completing the work.
  
  *** ****** was reluctant to allow us to return and said he wanted to make his own repairs.  He re-routed some power wiring in the attic and sealed some ducts with mastic high pressure duct sealer.  When we were allowed to return, Kenny W******, owner, came out with a technician, Derek Esler, to inspect the attic work and make any remaining repairs.  We sealed and hung duct work as described in our scope of work on the signed contract.  We also added a condensate pump at no additional cost to the customer.  We also arranged to make sure that *** ****** got his paperwork for the job.  He called later with a complaint about the outdoor unit location and installation.  We have an appointment for Kenny W****** to go Monday July 8, 2024 at 11:00 am to inspect the condensing unit with **. ****** and make any repairs or upgrades needed.
  
  In regard to the BBB complaint from *** ******, the Air Handler installed is a multi-brand air handler that can be a Bryant/Carrier/Payne unit.  We installed the exact model  number that *** ****** chose for his home and is listed on the signed agreement.  The unit is supposed to be shipped to us as a Bryant but it came with a Payne tag.  I offered to switch the tag for *** ****** and he refused.  We were unable to make the time *** ****** requested for the remaining work to be completed. Eventually, we arranged for the owner and a technician to come out and check and make repairs.  As far as the labor warranty, we purchased a Bryant approved plan from Bryant that will pay any licensed contractor for repairs.  While we would love to have the opportunity to provide the service and repairs to *** ******’s system, we understand if he wants to use a different contractor and he is certainly free to do so. 
  
  This was too much work to be done in an attic in the summertime with only two men.  We regret that we did not send adequate manpower and were not able to complete all of the work properly on the first day.  We are confident that all remaining work will be completed on Monday July 8th.  After the work is completed, we will have it inspected by a code official to ensure that all of our work meets the safety codes for South Carolina.
  Sincerely:
  
  Kenny W******
  M#******
  Master Mechanic, BPI Building Analyst, BPI Envelope Professional, Healthy Air Specialist,
  NATE Certified Technician

  Customer Answer

  Date: 07/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: Their response is not exactly correct. Had the work been done correctly from the start none of this would have to have happened. I identified several code defects and other defects related to sloppy workmanship that their "quality improvement person" Charles completely missed. Not to code wiring, poor duct work sealing, not enough refrigerant  was originally missed by their QI person one week later. After a no show on their part, their son  eventually did come out and met with me and my wife, and took a list of the remaining defects and set up a time to come back. Never showed. Once BBB got involved, the owner came out and was very apologetic, took photos and did sent Derek upstairs to the attic to do some work. Once again I trusted Cool Care that he would do a good and complete job. I was wrong. I went later to look at what he did and again a sloppy incomplete job with electrical code violations. Do you see a pattern with this? I certainly do. I fixed, once again, some of their work myself but I am tired of doing their work. Their mistakes are high school level vocational training  mistakes not what a HVAC company should be doing. The VA thinks I am 100% disabled and I can barely walk across my kitchen but I have to crawl into the same hot attic they are talking about and fix their poor sloppy workmanship and apparently also serve as their quality improvement person. The owner and the owner's son are very apologetic when confronted with the level of their workmanship but continue to perform  with substandard work.  Just do it right and to code from the beginning. At this point, the newest wiring, by Derek,   is poorly done and not to code. In the long term it is dangerous. The outdoor unit was installed in a different place than the old unit, for no good reason, and is still blocking access. We discussed this with Kenny W****** but the unit still sits in the same place.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 07/23/2024

  Better Business Bureau                                                                                                              July 3, 2024
  
  REF:  **. ***** ******, *** ****** **., Ridgeway, SC 29130                     
  
  After the initial installation, we sent a supervisor to inspect the work and make any necessary repairs.  Charles Y**** adjusted the refrigerant charge, repaired and cleaned up some low voltage wiring in the attic and added more mastic high pressure duct sealer to the unit to duct connections.  While he was working, he got a call from someone and in order to keep working while handling a phone call in a hot attic, he put the caller on speaker.  This person, who was not on site, used inappropriate language that was heard by the homeowners.  We apologized for this and left without completing the work.
  
  *** ****** was reluctant to allow us to return and said he wanted to make his own repairs.  He re-routed some power wiring in the attic and sealed some ducts with mastic high pressure duct sealer.  When we were allowed to return, Kenny W******, owner, came out with a technician, Derek Esler, to inspect the attic work and make any remaining repairs.  We sealed and hung duct work as described in our scope of work on the signed contract.  We also added a condensate pump at no additional cost to the customer.  We also arranged to make sure that *** ****** got his paperwork for the job.  He called later with a complaint about the outdoor unit location and installation.  We have an appointment for Kenny W****** to go Monday July 8, 2024 at 11:00 am to inspect the condensing unit with **. ****** and make any repairs or upgrades needed.
  
  In regard to the BBB complaint from *** ******, the Air Handler installed is a multi-brand air handler that can be a Bryant/Carrier/Payne unit.  We installed the exact model  number that *** ****** chose for his home and is listed on the signed agreement.  The unit is supposed to be shipped to us as a Bryant but it came with a Payne tag.  I offered to switch the tag for *** ****** and he refused.  We were unable to make the time *** ****** requested for the remaining work to be completed. Eventually, we arranged for the owner and a technician to come out and check and make repairs.  As far as the labor warranty, we purchased a Bryant approved plan from Bryant that will pay any licensed contractor for repairs.  While we would love to have the opportunity to provide the service and repairs to *** ******’s system, we understand if he wants to use a different contractor and he is certainly free to do so. 
  
  This was too much work to be done in an attic in the summertime with only two men.  We regret that we did not send adequate manpower and were not able to complete all of the work properly on the first day.  We are confident that all remaining work will be completed on Monday July 8th.  After the work is completed, we will have it inspected by a code official to ensure that all of our work meets the safety codes for South Carolina.
  Sincerely:
  
  Kenny W******
  M#******
  Master Mechanic, BPI Building Analyst, BPI Envelope Professional, Healthy Air Specialist,
  NATE Certified Technician

  Follow Up July 23, 2023:  Mr. ****** had an additional complaint about the work that was done on July 8th.  We installed a condensate pump for no charge for Mr. ******.  The technician improperly wired the new pump on the 8th.  We returned and installed another pump.  We also sealed his return duct from the inside of the return grille.  We sealed the trunk line with mastic high pressure duct sealer.  While there I noticed that the downstairs system was freezing up and I offered to take a look at it with no charge and *** ****** agreed.  I found numerous, serious problems with the downstairs system and recommended replacing the air handler and duct system.  He may also need to repair his sub floor at some of the supply boots that were improperly installed by others.  We gave him options for this and he also said that the new system upstairs was only 74 and set to 72 when it was 100 outside.  He wanted us to change the upstairs heat pump to a 2.5 ton.  In retrospect, I think that the upstairs system was not keeping up because the downstairs system is not working properly and the upstairs return is open to the downstairs.  I told him that we could replace the upstairs condenser with a 2.5 Ton Bryant Heat Pump for less than $400.  I think it was $386.00.  He verbally told me he wanted to do that and that he would let me know about the downstairs system work.  When we called to follow up, our office worker Kim, was told that *** ****** was in the hospital and that they would call back when he was feeling better.  We are praying for his speedy recovery.

  Kenny W******