ComplaintsforCool Air Mechanical
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Complaint Details
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Initial Complaint
11/06/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased two A/C and Heating units for $24,000.00 installed by Cool-Air Mechanical. On 9/15/2023 I purchased a preventative maintenance agreement for the two systems which includes annual furnace and A/C tune-*** and would cover two years per the attached invoice. I schedule the first service for the furnace checkup that happened 6 weeks later on Friday, 10/27 and became concerned when I noticed that the filters being installed were undersized and would allow a significant amount of intake air to go around the filter. When I questioned the technician, he said that it was the size he was told by the office to install. But installing undersized filters will cause issues in the future that I will have to pay extra for. So, I called the office and was told that they would have the technician bring by the correct filters later that day or the next morning on Saturday before 3:00pm. They called on Saturday saying they would send someone on Sunday morning between 8:00 and 10:00am. I called at 10:00am and got a call from another technician who let me know he would submit my request to the office on Monday. He said, "I am not going out to purchase and deliver filters on a Sunday because it is not an emergency." A different technician calls a couple of hours later and says he is on his way with the filters, but he arrives with the same ones that are the wrong size. He acknowledges that they are the wrong size and says he will return with the right ones on Monday morning. I follow-up with him on Monday via text and was told I would now receive on Tuesday morning (text messages available for review). After not receiving, I call the office and request a refund for the service. I was told that someone would call be back to discuss, which as of today (Friday, 11/3/23) has not happened. I am filing this complaint because as soon as I mentioned refund my follow-up calls from my phone are not being answered and I am getting no response to my follow-up email.Business response
11/20/2023
We made contact with client and let him know we did his refund on October 31st back to the credit card on file . He also let us know he has taken care of the filters.Customer response
11/22/2023
I have reviewed the business response and accept this resolution.Initial Complaint
10/19/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
See the Word document attached for more detailsBusiness response
01/12/2023
She paid $59 for an tune up (inspection) and was not happy with the tech we sent out. We sent another tech out and refunded her moneyInitial Complaint
12/28/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Cool Air replaced my AC and furnace system with a Lennox model. At the end of the install the Tech gave me a walk through of the install. I noticed two dents in the compressor fins. This is a damaged compressor. I asked the Tech about it and he said that the damage was from the manufacturer. I notified the Sales Mgr about it on 11/19/21 and he replied by saying he would have his team look at it. No further contact until I texted him on 12/7/21. He replied that he thought that it was already handled and he would handle it that day. He texted the next day and said he was seeing what he could get approved for me. That was 12/8/21 and I haven't heard anything since. I dont have confidence in this damaged product and it should be replaced.Business response
03/15/2022
Business Response /* (1000, 5, 2021/12/30) */ I am Sorry that this situation wasn't handled in a timely fashion. Today (12-30-2021) I had my install manager contact Mr ******* and then go to his house to Repair the Damage... the actual aluminum fins had been bent at some point during shipping... this is common problem and easily fixed. I have talked with my sales manager to figure how this fell thru the cracks so it wont happen again Consumer Response /* (3000, 7, 2022/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The damaged fins could not have happened during shipping since the hale guard would prevent that and there was no damage to the box it shipped in. The repair does not do much with regards to returning the unit to a new compressor with no damage and when the Tech removed the hail guards there were more damaged fins not seen before. I bought a new product and why should I get anything less. Lennox should swap this out with a new undamaged unit. Lennox should not have let this unit leave the plant with this amount of damage.
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Contact Information
Business hours
Today,8:00 AM - 6:00 PM
MMonday | 8:00 AM - 6:00 PM |
---|---|
TTuesday | 8:00 AM - 6:00 PM |
WWednesday | 8:00 AM - 6:00 PM |
ThThursday | 8:00 AM - 6:00 PM |
FFriday | 8:00 AM - 6:00 PM |
SaSaturday | 8:00 AM - 4:00 PM |
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.