ComplaintsforCowboys Air Conditioning & Heating

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They were supposed to come and replace my ceiling fan due to the damage incurred from a dripping water pan that was improperly installed. They promised to come shortly after they replaced the drywall that was also damaged this happened almost a month ago and still waiting to hear from Cowboys

  

  Business response

  07/08/2024

  Good morning ma'am I am totally sorry for this inconvenience. Please give us a call at ************. This is my cell phone number and I am one of the service managers here and I will get you on the schedule so we can get this fixed and resolved for you immediately.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On June 18, 2024, I contacted Cowboys ** for assistance with a clogged drain line. The diagnostician, named **, stated that the problem causing the clog is the ductwork for the ** and that clearing the clog would not solve the problem. He quoted me $10,000 for the repair work. As the repair work was being completed, I questioned the efficacy of replacing all of the outbound vents for an issue regarding inbound air. The installation tech looked dumbfounded, and I had my answer. The vast majority of the work done in my home was unnecessary and cost thousands of dollars extra. I have contacted the company and they have yet to provide a resolution.

  

  Business response

  06/25/2024

  Good Morning Sir ** at cowboys are very sorry to hear that you were not satisfied with the work . ** have made contact with you and have an appointment for today June 25 between nine and 10 to go out and check the work that was done and also refund you a check of $1000. 

  Customer response

  06/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new York system on April 10, 2024 for $9000. The invoice number is 8859391-1 and was told I would receive a rebate application to complete and send back to ****. To date, I have not received this. One of the technician's who shall remain unnamed has tried twice to assist me with this to no avail. Evidently, if you have more than two contracts with them, which I do, it defaults to your primary residence and they do not notice it in the system. I have contacted Cowboys on two occasions in June to request it and have been told it has to be sent to warranty and again, no response from this company. I am simply requesting this as it is part of the purchase of a brand new HVAC system.

  

  Business response

  06/12/2024

   ***************** my name is *************************** and I am one of the owners here at Cowboys CC please reach out to me at your earliest convenience so that I can take care of this rebate for you her number is ************ please ask for me tell them that this is an important matter

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had duct work done and 2 plenums replaced on 05/28/2024. The problem is with Cowboy's modifing the return plenum and now the ac will not cool down like it has been before they did the duct and plenum work. My unit is 1.8 years old and I was very satisfied. After 3 different times Cowboy's came out to finish the work no one ever came out to make sure the system was working correctly. There has been so many problems with Cowboys that is to many to list. I would like my ac unit to run as good as it did before Cowboy's showed up. I need the plenum they modified put back to the original design. I believe the whole problem stemed from the installer telling me he did not want to change the return plenum because it would be too difficult to replace. On 05/31/2024 they sent out the same installer that did not want to replace the plenum and made him replace it so he decided to modify the plenum to make it easier for himself to install.

  

  Business response

  06/10/2024

  Good Afternoon ************** , I am sorry that you feel that way about the service that you've received . As per our conversation, I am sending a technician out there today between five and six to get the proper measurements of the return box so that we can redo it the way that the original one was before we will schedule an installation date of tomorrow to fix it . Thank you for your patience  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Feb 2023, I purchased a new AC from Cowboys. They installed a 5-ton which was quick cycling and causing an issue with humidity.April 2023, they said the 5-ton was too large a unit for my house, so they install a 3-ton.Weeks went by and I kept telling them it wasn't cooling my house. The unit was running 24 hours a day and would barely cool my home to 78 degrees during the hottest part of the summer.To avoid having to install a third unit in my house, they tried troubleshooting. They insisted that my house would get cooler if we removed the ductwork in my garage. My garage was air conditioned and they maintained that by removing those ducts, more air will be pushed in the home.They removed the ducts. The house still was not cooling. It turns out, the 3-ton was too small and they finally installed the proper size unit (4-ton).I asked the owner if they would please replace my ductwork back in my garage the way it was before. He said they would, but that I have to pay.I'm not paying them a *****. Those ducts were removed in an attempt to fix their mistake of installing a unit that was too small for my home.I want my ductwork back the way it was before Cowboys came into my home last year.

  

  Business response

  04/16/2024

  Cowboys has taking care of the two ducts and installed them back for Mrs **********

  Customer response

  04/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  09/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have many complaints. But here are the most important. Complaint #1.I began paying the finance company back in April for the expensive AC that was put into my home. I paid for this despite the fact that the company didn't provide me a fully functioning and proper fitting AC system until the beginning of July. Even though THEY got paid over $17,500 the day I purchased from them in February, I would go on to pay for something that wouldn't be delivered fully to me until three months later.Complaint #2. Because of the business' errors over the course of 6 months, they ended up replacing my AC system three times. First they replaced my old 5 ton with a new 5 ton which ended up being too large and was short cycling and creating high humidity in my home. They then replaced that new 5-ton with a new 3 ton, which ended up being too small and was not cooling my house efficiently, which left me stuck with a huge AC bill from that unit running about 24 hours a day non-stop. My AC bill during that time was roughly $400. After several complaints, they finally replaced that 3-ton with the correct 4-ton unit.Complaint #3. There was so much wear and tear on my attic ladder from taking down and bringing up three entire AC systems, that it is now not safe or functional. I have been asking the owner to replace my ladder. It has been over 2 months. He keeps giving me the runaround saying that he ordered it and is waiting for it. Now he can't find a contractor to do it. I need this done as I have not had access to my attic for 2 months.

  

  Business response

  09/12/2023

   We have been in contact with a customer and are getting this matter resolved for her

  Customer response

  09/12/2023

  Complaint: 20590154
  
  I am rejecting this response because they have not contacted me at all. They said they're in contact with me, but I haven't heard from them. Do y'all ever stop lying? 
  
  Regards,
  
  *********************

  

  Business response

  09/12/2023

   Hi, *****, ******** have been in contact with Mrs. ********** about this matter 

  Customer response

  09/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 2022 I called out Cowboys **************************** (HVAC Certified) because my AC unit wasnt cooling. Their technician at the time recommended a new AC unit be purchased because ours was unrepairable. I paid nearly $10,000 up front and the ** ********************** stated that the price includes a lifetime warranty and two year maintenance warranty as long as we met our annual inspection. From last June to this *************** we would call because of the unit constantly leaking. In fact, April 2023 we had an inspection on the unit and the technician said all was well. Even after that we called because the system would continue to leak but all the technicians would advise us to run vinegar through the pipe to unclog it, yet at times it was never clogged. We were told to do it once a month but were doing so weekly because the unit wouldnt stop leaking. This past Wednesday I spoke directly to the company ** - ********************** to inform him that his Technician ***** stated that the system was not properly installed and the platform was not replaced prior to installation as stated in our contract agreement and in turn became the cause of the system leaking. The next day, two Technicians came by to rebuild the platform and reinstall the unit. The improperly installed unit resulted in damaging hundreds of dollars worth of our hardwood flooring and because the store no longer sells that type we have to replace the entire flooring. Not to even include the amount of countless bottles of vinegar, laundry detergent (for towel drying the puddles), and water, all because all call outs for service on the brand new unit were misdiagnosed. I requested a monetary remedy from *************************** but he never asked me for an amount until after I mentioned filing a claim with my insurance company, which was turned down due the policy not covering faulty workmanship and installations. I am now requesting that they file a claim through their insurance company. Otherwise I will file through claims court.

  

  Business response

  09/07/2023

   Cowboys is not responsible for any water Damages . it is on are invoice and terms and conditions 

• Initial Complaint

  08/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of service 8/4/2023 Date of cancellation 8/8/2023 9:14 PM Note: Cancellation agreement 3 business days before midnight on third day. Cancellation notification occurred by phone conversation with main office along with a follow up email. Cowboy Air Conditioning as of today has not responded to my request. I sent follow up email 8/11/2023 ( one week after service call) still no response. The reason for the cancellation is Cowboy Tech did not follow industry standards while troubleshooting customer air ********************** compressor assembly in order to upsell customer. Note existing customer system was 6 year old system MFG by Carrier. The person that came to my home was perceived to be a certified air conditioning technician although once I agreed to remove and replace my air conditioning compressor and signed a electronic device The so called technician stated that he has called the certified installers and they would arrive in approximately 1 hour. I was puzzled because I called cowboys to send someone that could troubleshoot and repair. The tech/ salesman that arrived said he was not qualified to perform installations unless he continued his education. Immediately afterwards he left. What was unclear is the contract that was agreed to, reason being his electronic device ask for a signature. As I left he sent me a copy of the contract to my email. Once I received electronic invoice my signature was placed under the contract language that was all in favor of the service provider and negative to the customer. When the installation crew arrived I signed the electronic device for them to start job and once again before they left. Once again my signature was placed on a contract that I never seen. Do to how the events had occurred I felt blindsided by the way cowboys does business. I called them to complain as to how the sales person was able to troubleshoot my ac problem with in 3 mins of being at my home. I called the main office to complain and opened case with lender

  

  Business response

  09/07/2023

   Cowboys air conditioning, acknowledges the customers complaint and has forward this information to our legal counsel. 

  Customer response

  09/11/2023

  Complaint: 20461592
  
  I am rejecting this response because its not a solution to the situation on hand. The merchant can seek legal counsel if they wish. All I want is a full refund and return my 6 year old infinity carrier system that was removed from my property without my permission. If thats not possible provide full refund and make me whole as a customer. Furthermore please pick up your new AC equipment. I requested a cancellation within my three day cool off period that is directed by the *** Federal Trade Commission. 
  Regards,
  
  *****************************

  

  Business response

  09/22/2023

  Good morning I just wanted to update you and let you know that both of our attorneys are in contact with each other and are trying to come with a solution 

  Customer response

  09/23/2023

  Complaint: 20461592
  Attorneys are currently in discussions to possibly resolve this dispute.
  
  Regards,
  
  *****************************

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  call boys did the work at my house 343 **** *** and they ran the credit on my mothers credit and theyre not supposed to do that. They send a worker out here to look at my 80s air condition. The worker came late at night while I was at the gym and cut my air condition. It was just supposed to be a service call not to replace it then the next day they came. I called the **** one of the the owners and he said h*** send somebody to route to fix my air condition and they fired the guy that cut it and he put the air conditioner back the next thing I know my house smells like smoke so I tell the guy has smells like smoke. He disconnects everything then the third day they sent a guy to replace my unit and then **** says well I will replace it and Ill make it right for you everything next thing I know Im having to sign a contract saying that did the work and I signed it but it went under my mothers name and I had no idea that they were going to replace it under my mothers name and they rent credit under my mothers name, because thats what the previous guy had done so I think it was wrong that they went under my mothers name and they put her house on lean and thats not right thats not good business so after the mistake they did sending a gentleman over here to cut my unit while I was at the gym and I have two witnesses that live there and I can tell you and then they send and put a unit on my house when I didnt need one I called for service thats what I called not for a unit. I just had my unit replaced a year after I bought this house. I bought it in 2014 so they replaced the unit in 2015 . I know its not a long time ago but it was still a good unit so I think they should place a unit for free because I did not call them for our unit. I called them 20 they had a special tool room to tuneup the unit and thats what I called them here for. I dont think I needed a unit and then theyre putting a unit in the wanted me to pay the $10,000 when they cut my unit I had nothing to do with what they did.

  

  Business response

  09/07/2023

  Cowboys originally went out there for an estimate on a very old system. The first technician that was out there was got the information to run credit for the customer the customer declined to do the work due to the price. I  myself went back to the customers house and gave the customer a cheaper price and we proceeded with the work at no time. Was the customer questioning the work for the price that was given at that time. Also, all customers have three days to cancel. I have not heard of this customer since then. We would like to offer the customer our deepest apologies, 

  Customer response

  10/02/2023

  Complaint: 20299693
  
  I am rejecting this response because:
  
  

  I just received this email not any other they never answer from what you said its not resolved I wrote to the attorney general & TDRL

  

  Business response

  10/02/2023

  We would have documentation showing that we did the work. Please call us at our office at your convenience so that we can go over the charges thank you.

  Customer response

  10/03/2023

  Complaint: 20299693
  
  I am rejecting this response because:
  
  Regards,
  
  ************************

  Customer response

  10/05/2023

  Complaint: 20299693
  
  I am rejecting this response because:

  The reason I am not accepting the response is Cowboy took long to reply which they are not being truthful about what they did they surely forgot to mention how they had a employee of theirs cut my unit than after I spoke to **** and he assure me that they would put it back the way it was ,which I agree. That the other person they send I believe he name was ****** not sure but I know my son in law knows him. Anyway he was talking to my son in law when he turns the unit on I started to smell like fire coming thru my vents than my daughter  and I told ****** hey my vents smell like smoke is coming thru the vents dont need to set my house. On fire. He said oh sh-t and turn the breaker to a/c off and talk to someone andCody called me the next day told me a new a/c was in need so why should I have to pay for there mistakes. They should take account ability for there mistakes not me.  
  
  Thank you
  ************************
  

  
  

  

  Business response

  10/05/2023

  Im not sure whats there to reject we did the work and have proof . 

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/23/22 Cowboys came out to look at heating unit and discovered ductwork wasn't installed properly. I provided a credit card payment of $8k to replace ductwork. 12/24/22 Work began, had to return on 12/27 but work was not completed due to missing parts & supplies. ******** pursued & work stopped - a temp fix was put in place. On 12/29, the work continued and was completed on 1/3. When the heating unit was purchased in Nov 2021 (from Cowboys), I was told that the unit would regulate the heat flow on the 1st & 2nd floor evenly. (In Feb 22, Cowboys originally replaced the ductwork between the 1st & 2nd floors, which I paid ~$800.) When I shared this information in Dec 2022, I was told that I would have to purchase a damper unit because the heating unit I originally purchased didn't have that functionality. I originally paid about $7K for unit. I feel as if I was lied to when purchasing the originally unit and this most recent experience wasn't the best. Promises were made and there was under delivery. It took basically 4 days to complete the job of replacing the duct work, and the drywall work had to be completed twice, as the ducts weren't properly installed and the heat was not flowing to the first floor. I have more details as to the activities that occurred on 12/29, 30, 1/2 & 1/3 if needed.I have since submitted a dispute transaction with my credit card provider for the $8K.

  

  Business response

  01/09/2023

   Miss **********; On the behalf of Cowboys air conditioning and heating we want to offer you our deepest apology in this matter we have reprimanded the technician that was originally involved in this incident and have talked to everybody that was involved in this project from the installers to the quality control manager to the technician that first originally contracted this job for you. We have suspended the technician which was ****** that was the first technician that was involved with this job **** and his helpers were the install crew that helped finish this job and you were in contact with ******* which is our quality control specialist we also ended up having to hire a sheet rock guy to go over there and fix the sheet rock that they had to remove and put back his name was **** .

  Customer response

  01/10/2023

  Complaint: 18676276
  
  I am rejecting this response because: 

  it doesn't address the cost of $8000.00.  While I appreciate the fact that I received an apology and that the technician was dealt with internally; I don't feel that the cost is being addressed.  I appreciate that the work was eventually completed but feel that Cowboys should  reduce the amount of money that is owed to them as this situation caused undue stress and hardship.
  
  Regards,
  
  *******************

  

  Business response

  01/12/2023

  We Can Give  Y'all a 10 Year Labor contract which is ******* and 5 years free service which is a 700 dollar value . 

  Customer response

  01/14/2023

  Complaint: 18676276
  
  I am rejecting this response because: I no longer trust Cowboys and don't want to do anymore business with them.  While I trust the individuals (************************** and others) who did the work; I don't trust Cowboys as a company.  What other financial adjustments can be made?  Again, I feel as though I was lied to back in 2021 when I purchased the original heating unit when I was told in December of 2023 that I have to purchase a damper unit to regulate the air flow between the first and second floor.  Also, I felt that I was treated unprofessionally and disrespectful.

  
  Regards,
  
  *******************

  

  Business response

  01/26/2023

  I,m sorry but we did a lot more work then we charged for so we can not adjust the price . 

  Customer response

  01/30/2023

  Complaint: 18676276
  
  I am rejecting this response because: this is still unfair.  Since Cowboys was willing to offer a $1500 10 year labor contract and a $700 5 year free service; can they can just reduce my bill by the $2200 and we can end this dispute?  I still feel as if I was lied to.
  
  Regards,
  
  *******************

*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. ↩