ComplaintsforDoctor Cool And Professor Heat, Inc.

• Initial Complaint

  03/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They installed an air conditioner on my home, but they sat it up on cinder blocks on top of the concrete pad built to hold the air conditioner. All other homes on my street have the AC sitting on the ac-specific concrete pad. I asked for mine to be lowered on the concrete pad at the time of install and they didn’t. I’ve asked the office to have it lowered onto the concrete pad and they brush off my complaint. It’s unacceptable that my concern isn’t taken seriously by this company. I’m requesting the AC be lowered onto the concrete pad where it should have been installed to begin with.

  

  Business response

  04/17/2023

  The installation was completed back on January 1/14/2023. Mr. ****** installation passed city code. This issue is a cosmetic issue, the customer did not like the appearance of the outdoor condenser from the street.  Mr. **** did call into the office and spoke to a representative in the installation department, and she explained that the installation passed city code. 

  The management team spoke to the CSR about the events, and she assumed after she spoke to Mr. **** that day that it was reconciled because it passed city inspection. Also, that the installation was installed per manufacture specs and passed all inspections. Apparently not, after we received the complaint from the BBB and the Google review, we reached out to Mr. **** and apologized. On March 24, 2023, the unit has been modified per the homeowner's request. The supervisor did a site visit and the customer was happy with the service. We have reached out to the customer a few times via phone and email to update the complaint. No answers. 

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  During a regular maintenance check-up, “dirty sock syndrome” was diagnosed by the technician on my 1 yr old Trane Air Conditioning unit. Owner, *****, was extremely aggressive and rude on the phone, after I complained that the new Trane A/C unit, less than 1 yr old, that I bought and had installed by them had "dirty sock syndrome" and he didn't disclose the issue and recommend a resolve upfront. I have since learned that it is very common to recommend Ultra Violet lights to customers because of Trane’s issues. The Owner is well aware of these issues. Instead of trying to work with me on understanding the real problem, and how to fix it honestly and properly, because it could be an improper duct work install or the coil, he became extremely aggressive and told me he didn't want me as a customer because I was fully aware of the issues Trane has had. He told me to sue Trane. *****, and the Doctor Cool companies’ unprofessional behavior and has put my home and my family’s health at risk because of his poor moral character not to disclose the known issue (since 2013). He was willing to take my money and run without being responsible for the consequences of his poor work and / or product. No one with the lack of morals to resolve issues properly should be allowed to have a license to do this type of A/C business. I feel very unsafe having a business owner act like this, and tell his service people to leave after I called them to service the A/C unit. It is clear he wanted my money; however, not the problems his company left behind or to fix them properly. I am old enough to know that when a customer is upset because of a problem by the dealer; when the dealer is upset it is because he knows he is wrong and doesn’t want to fix the customers problem. This company should not be licensed to perform A/C work if they do not stand behind their work and fix the problems honestly, timely and properly.

  

  Business response

  03/25/2022

  ***** ******** **** ******** **** *** ******* ** *****    
  The initial visit was a regular spring tune up (maintenance) there were no concerns or issues reported by the homeowner while scheduling her appointment.
  Our maintenance tech was performing the tune up which includes cycling the heater to ensure proper operation (we don’t run it for a long period of time so it will not heat up the home).  The unit had been on cooling mode when we arrived at the home (water on the coil and in the drain pans).  The heater dried some of this condensation then we were back into the cooling cycle to check the AC function. The client ***** ********, noticed the smell at this time. The technician looked for any causes and informed her it could be what is called dirty sock syndrome (DSS). The homeowner began Googling DSS and got concerned. The homeowner called the office and was put in touch with the service manager, *******, who, tried to explain to her what the causes were from and how to resolve. First step is to clean the evaporator coils, the homeowner did not want to hear this or have this done, and she demanded a new evaporator coil.
  ******* authorized the coil change out and scheduled it for the next working day, which was Monday, March 21, 2022, (company cost no charge to homeowner).  ******* did tell the technician to clean the coils while he was there, which he did.
  -This was bypassing the manufactures procedures as they want the coils cleaned first as this would and does resolve 90 percent of all the conditions. If the condition comes back then the manufacture authorizes a coil replacement, which will provide the customer and the contractor with a new special treated coil (this has always resolved all cases that they have had issues with). This is at no cost resolution to the home owner.
  The morning we arrived with a new coil as requested by the homeowner (note this was not a coated coil from Trane, as we had not gone through their procedure and the coated coils take 6-8 weeks to obtain).
  The homeowner would not allow the installers to do the work at the time of arrival. There were several phone calls made back and forth ***** and the service manager. ***** did not want to talk with ******* and that is when ***** and ***** spoke. She was now demanding for a free ultra violet light and a free whole home filtration system for her home.
  
  I, *****, owner, tried to explain to the procedures that need to be followed by the manufacture but was to no avail. ***** mentioned deception, lawsuits and several other trigger words pertaining to suing someone. I did tell her, “***** you can sue Trane but we are trying to fix the issue”. At this time she only wanted to do the coil if we did the free items that she was requesting. I informed her that we would be pulling off and not installing the coil today that the office would be calling to schedule to come back out to perform the coil cleaning of the unit so we could follow the manufactures recommended procedures. Doctor Cool tried to call the homeowner twice to schedule the work, ***** never returned the phone calls.
  The next day is when we received this complaint. I have been in touch with the manufacture as well about the issue. They have authorized us to skip the procedures and stated that we can get the coated coil (still a 6-8 week lead time). The coils have to be shipped out and then treated with a special coating which has to be applied, and then shipped back out to us.
  If the customer will approve the installation of the coated coil then Doctor Cool will be glad to schedule an install date to be replaced.
  The manufacture (Houston Trane) stated this is a very rare and they only have an average of 15 coils a year that have any issues. As an HVAC company we perform over 1000 installation a year and might have an issue pertaining to this similar situation every couple of years (very rare).
  -Houston Trane states they do not know of a class action lawsuit for dirty sock syndrome issues.
  -There is a class action lawsuit for coils leaking, which every AC manufacture has in reference to coil issues (over a 20 year period).
  I am attaching articles about dirty sock syndrome as well so you can see that there are a lot of variables that can cause the dirty sock syndrome but no definite source as it specific to certain homes.
  
  **Attachments
  Technicians account action onside with homeowner
  Dirty sock syndrome articles
  
  
  ***** *****
  Doctor Cool & Professor Heat
  
  
  

  Customer response

  04/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

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