Complaints

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:02/20/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  January 13th,2025 Customer Name :************************************* ********************** of *********** ,** Amount : ********** invoice number #******* I am Representing my Grandmother ********* ***** . My Name is ******* **** ph#************.My Grandmother is in her 80's on Fixed Income and can barely afford Life Expenses. She needed her heater looked at and had told the Specialist ****** ***** who was supposed to be quoting her for the work, that she can ONLY afford To pay $250 for any repairs . She then signed and filled out any information with that in mind. When it was ready to sign not knowing that ****** ***** had infact fraudulently taken down her Social security and forced her into a 39k purchase of a whole new A/C unit which she did not agree too and was never spoken about she was completely blindsided to find out that she now owes what she assumed was 250 and now owes she Signed a paper on a Tablet through Docusign that she thought was going to cost her 250, but now the amount is almost 163x that amount .In which she never saw the total and was told that she will be billed for it . Trusting the work was done and again ********* ***** is an elderly Single woman who was completely taken advantage of due to her age . She will never do business with them again and expects now to pay nothing for all the stress and lies that this company has committed against her.

  Business Response

  Date: 02/24/2025

   Good morning, Miss **** Miss ***** has been a customer of ours for a very long time. We are very sorry that you feel this way, but at no time did we ever take advantage of your grandma as we explained everything to her in detail . One of our managers has reached out and talked to someone from the family . Please let us know if there's anything else that we can do for you 

  Customer Answer

  Date: 02/24/2025

  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

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  On 8 September ***************************************** even turn on. On 9 September a technician came to the house and said that the fan bearing had gone out causing the fan motor to burn up, the fan blades had come apart sending shrapnel from the fan to cut a freon line dumping 14 Lbs. of freon. He told me my unit was under warranty so the motor and fan were covered, and I would pay for labor, so I agreed. Then, I was told that I needed to pay to refill the unit with freon and that cost was going to be $1287.00. I asked him why the Freon wasn't covered since it had been caused by a malfunction with a warrantied unit and he told me I would have to talk to management. I called the company several time wanting to speak to the owner, but he was never available, so I left messages for him to call me, but he never did. I called once more and spoke to MGR. *******; I told him I didn't feel I should pay for the freon since the unit was under warranty. ******* told me he understood and would take care of it. When I didn't see the refund. I called again and spoke to *******, and he told me the owner was not going to honor that. I told ******* I wanted to speak to the owner, and I was told he wasnt available but that he would leave him a message and the owner, **** ******** would get back to me the following week, but he never did. I would like this resolved. I dont feel I should have to pay for the freon as its escape was caused by failure with the unit that is under warranty. Please, I need to get this resolved.

  Business Response

  Date: 12/04/2024

  Good afternoon I first like to respond by saying that we are deeply saddened that you are not happy with the service that you have received from cowboys air conditioning we take these complaints very serious and take all information in and evaluate the situation. Unfortunately, as it states on the bottom of our invoice, refrigerant is not covered of any part of warranty. We are very sorry. 

  Customer Answer

  Date: 12/04/2024

  Complaint: 22391154
  
  I am rejecting this response because:On the bottom of the invoice that I submitted it says the entire unit is under full warranty. The Freon was lost because a part on the unit failed causing the Freon line to be cut, so i should not have had to pay for the Freon.

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

• Initial Complaint

  Date:07/05/2024

  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.

  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

  Date: 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

  Date:06/21/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  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

  Date: 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 Answer

  Date: 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

  Date:06/11/2024

  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 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

  Date: 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

  Date:06/10/2024

  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 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

  Date: 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

  Date:03/25/2024

  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.

  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

  Date: 04/16/2024

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

  Customer Answer

  Date: 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,
  
  *********************

  Customer Answer

  Date: 09/03/2024

  Complaint: 21477211
  
  ISSUE 1. In Nov 2023, Cowboys installed a brand new system in my home (inside and outside). The week of Aug 12, 2024, the outside condenser started leaking freon. Five days after the leak, my condenser gave out (***** the owner was here to witness that). They started the process to replace the unit and on August 23, 2024, it was installed. The same day I was already having issues. The blower was very slow resulting in erratic temperatures and high humidity. After speaking with *****, he told me the company was refusing service to me (because they're mad I posted an honest review about their terrible work). He promised he'd come out to check but never showed up. I had to call another company (Aug 31) and paid $125.00 to conclude that the blower speed in the attic was not set correctly. ISSUE 2. Cowboys installed two units in my home before finally installing the correct size. While troubleshooting the 3ton, (too small), they removed two ducts from my garage to push more air into the home. It solved nothing, as the real problem was the tonnage. After installing the correct size, I demanded that they put back my ducts. After pulling teeth, they finally did. However, I went up in my attic and found that they lazily ran ducts right through the narrow attic entrance, essentially blocking access. The ducts are also jammed into crevices that reduce the air flow to less than half. Moreover, they failed to seal the ducts correctly to the plenum resulting in air leaks. The cost for redirecting the ducts the way they were originally and for proper sealing of the ducts is $950. ISSUE 3. The new ********** determined that the return plenum installed by Cowboys is 50% too small for the system which is restricting airflow and creating a build up heat inside the system. The company quoted me $695 to correct this issue, which I demand Cowboys pay. The total sum I am requesting from Cowboys is $1,770. I am ready to file a lawsuit and have hired an attorney.

   

  Desired Outcome: A sum of $1770, the quoted amount of another company to fix the problems Cowboys refuses to fix.

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

  Business Response

  Date: 02/19/2025

  Cowboys air conditioning unfortunately, could not come to a resolution with Mrs. **** . 

  Customer Answer

  Date: 02/20/2025

  Complaint: 21477211
  
  I am rejecting this response because:
  

  They never contacted me about resolving this in any way, form, or fashion. They figured that by ignoring me, it would all go away. 

   

   

  
  Regards,

  ****** **** Ruiz 

  Business Response

  Date: 04/22/2025

  Good Morning unfortunately, we cannot help Mrs. **** in this matter 

• Initial Complaint

  Date:09/12/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 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

  Date: 09/12/2023

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

  Customer Answer

  Date: 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

  Date: 09/12/2023

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

  Customer Answer

  Date: 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

  Date:09/07/2023

  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.

  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

  Date: 09/07/2023

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

• Initial Complaint

  Date:08/14/2023

  Type:Order 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.

  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

  Date: 09/07/2023

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

  Customer Answer

  Date: 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

  Date: 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 Answer

  Date: 09/23/2023

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