Cool Air Mechanical

I purchased a heating/air unit last year and decided and was having problems with my second unit. I decided to call Cool Air Mechanical because I had a service contract on the new unit and figured it would be better to have the same company work on both. Big mistake. The technician came charged $80 for a diagnostic fee and additional monies for the repair. He left at 4:10 but by 7 pm that evening, the supposedly repaired air conditioning was not only not working, but was worse. He comes back after 10 p.m. and wants an additional $500 for a new repair. When I asked why wasn’t the problem detected when he did his diagnostic, his response was that he asked me if I wanted to purchase a new unit. Seems like that is focus, sale new systems instead of fixing what you have. I called and requested a different technician since the one they sent seemed to have problems properly diagnosing problems, a different technician cannot come for another 2 days. Don’t bother with this company. Although they are referred through Costco, they do not provide Costco level customer service and their supposedly Costco program units, cost way more money than if you just call off the street. They suck.

Misdiagnosis of problem. I have Home warranty. They deny to come for a second time to resolve the issue. Terrible service.I requested the services of Cool Air Mechanical in Raleigh through my Home Warranty. They came to repair my broken heating system, they rebooted my thermostat but I mentioned to them that that did not seem the resolution for me. After one day my system was down again, when I requested them to come again for repair, they started to avoid giving feedback on my phone, they did not reply to my calls. I think that in the end this is because a feed-back call is for free for them, since they did not fix my furnace in the first call, and they wanted another 75$ to fix the repairs they did not make on the first call. It's terrible customer service. I don't understand the issue, most likely my malfunctioning fan may require much more than 75$ to be repaired. It's just incredible. Meanwhile, there are freezing temperatures at night I have to deal with. I believe the company should also do a much better job with the assistants in the office who pick calls.Desired SettlementI would like to have my furnace fixed. This is the idea situation. Alternatively, no problem, I will never seek the service of this company ever again.Business Response /[redacted]/The customer had previously installed a high tech thermostat (Honeywell 8000) for his dual gas system. He installed it without any HVAC experience. The installation is not accepted by the customers home warranty or Cool Air Mechanical. The home warranty company did not cover the customers Wi-Fi enabled thermostat. The 75$ fee was for the diagnosis and thermostat reset. All issues in the system after were due to the customers installation. If the customer would like Cool Air Mechanical to re-do the installation, he must contact his warranty to re-dispatch us. The office dealt with the situation with the utmost professionalism and communicated with the customer promptly.Consumer Response /[redacted]/A different company inspected the hvac system and found that the problem was a faulty motor blower. Not only Cool Air Mechanical has a terrible customer service, but apparently they do not know how to diagnose problems. I think at this point they should return the 75 dollars, for a diagnostic service they never provided.Final Business Response /[redacted]/Cool Air Mechanical diagnosed the problem correctly. Our technician has 30 years experience in commercial and residential HVAC and he is NATE certified. The heat and blower motor were running when the technician left customers house. The original problem was that the customer was installing a high tech thermostat without HVAC experience. We went to the customers home to diagnose the heating problem and help him program the thermostat. The technician spent one hour working on the customers unit and the customer signed off on the ticket. We do not believe that the customer deserves any money back.

Complaint[redacted] hung up on me twice after I asked to speak to a manager she was very disrespectful. My AC unit has be broken for weeks now. Don't use them.They guy came out on July 5th to tell me what I already told him on the phone about the AC unit. He took my money and never called me back to set up a follow up appointment to fix the actual AC. I have small children and it is above 96 degrees outside. You can only imagine how hot it is in the house. We can barely breathe. Anyways I called and complained and after 7 days they finally made an appointment, then I had to wait for the product to come in which they never called and told me about. Today I called when they never showed up for their appointment from 12pm to 3pm. It is now 8pm and they still keep saying "they are on the way" the woman on the phone name [redacted] was very disrespectful she started fussing with me and hung up on me twice when I asked to speak to the manager. Do not let this company work on anything. They will take your money and never come out. [redacted] is so rude and disrespectful to their clients and she doesn't care at all. Desired SettlementFix the AC unit and an apology from [redacted]Business Response Our tech called Mr. [redacted] and there was no answer so he left a voicemail. Our policy is that if the customer does not answer during their scheduled time, they can move on to the next scheduled call so that they are not held up. At 6:05 PM Mrs. [redacted] called the ER line and started yelling at our secretary [redacted] that the tech said he was going to complete the 1st call and would then be on his way to [redacted] home. We apologized to her and explained the situation to her and told her that the tech would be out to her and that he would call her when he was 30 min away. She then again was very rude and yelled that the tech needs to go to her house first and not go somewhere else. [redacted] explained that there was no answer so he called the next customer but he will be there as soon as he can after the 1st call. She again screamed at [redacted] about needing to be first and she would call her warranty company. [redacted] told her that she could give her the techs number and she could call him. She then screamed at [redacted] that she wanted the manager's phone number. [redacted] asked Mrs. [redacted] to please stop yelling at her several times and Mrs. [redacted] continued to yell at [redacted] and ask for the manager's phone number. [redacted] calmly stated that was what she was trying to do and started to give the number, but Mrs. [redacted] yelled again stating that she wanted the manager on duty phone number. [redacted] asked her again to please stop yelling at her or she would have to hang up. She yelled again that she wanted the number. [redacted] then hung up. Mrs. [redacted] called [redacted] back, she answered and she started to yell again at her. She again stated that she was trying to give her what she wanted but she had to stop yelling. She continued to yell at [redacted] and tell her that she was rude and did not know how to do her job. [redacted] then hung up on her again. Several minutes later the warranty company called [redacted] and asked about the situation. [redacted] explained to them as it is stated above and the women she spoke with stated that [redacted] did just fine and not to worry they would tell Mrs. [redacted] that we were on the way and she would have to wait. Things just happen sometimes and we were in the process of making it right.Tech went to the customer at the end of the day and replaced the failing part. Mrs. [redacted] issue was resolved at the same day. This incident could have been easily avoided if the customer had answered the tech called.

Missed diagnose the problem with the refrigerator, charged for labor and parts and did fix the problem then they condemned the appliance. Called Cool Air Mechanical to repair the broken refrigerator,they diagnosed it as having bad condescending fan, after three days they replaced the fan with new one but problem did not go away the refrigerator did not produced any cooling, contacted them to report that the problem did not get fixed, their answer was that it takes few days for it to work, then call again, they came and said the compressor needs replacement..... their work was based on trial and error not sound technical ability to diagnose the problem with appliance.Desired SettlementSince they did not resolve the problem with refrigerator, they should refund us the incurred expense for work that did not produced and results.Business Response /[redacted]/Cool Air diagnosed the 1st thing they saw. Condenser motor and blade were burnt out and not running. They had to be replaced before any other further diagnostic/repair. Customer paid for this repair and after we replaced the part, the fridge has to wait 72 hrs for the temperature to settle down. We went after that for a further diagnostic.The fridge did not have any service valves in order to check the compressor performance, gas pressure, and the cooling. Cool Air added two service valves with no additional cost to the customer to check the operation. After the service valves were added it was determined that there was an issue with the compressor pumping and it needs replacing. Compressor got flooded due to failing condenser fan motor that failed earlier. Customer does not want to fix it due to the cost. Motor and blade can not be returned to the supplier for credit. All these technical repair procedures and steps is per factory recommendation for service and practice and they have to be taken in sequence to determine and resolve problems. Cool air does not feel that they had any obligation for the customer if customer does not want to complete the repair.

The technician overrode the furnacesafety which could have caused serious damage to us and the company failed to return calls and to provide a quote. Cool Air sent a technician to our house on November 3rd to look at our furnace as it was not operating properly. The technician arrived late to our house and identified that our roll out switch was not operating properly. He then proceeded to override the safety system so that the heat would turn on. We were told from multiple other companies later that this roll out switch is a major safety feature, that prevents fires, as well as shuts the heating system off if there is a problem. Overriding this system is considered something a technician should NEVER do. The original technician, only identified the roll out switch as having the issue. He said that we could order that switch and they would repair the unit. He proceeded to write this issues up and then charged us the $89. The technician told us we would hear back from the office within a day or so with a quote for the part. Well we never heard from them, then 4 days later we started calling the office. We called the office at least 4 times - every time we were told they would 'get back to us' which never happened... Finally we called another company, this company showed us the real issue with our furnace, showing us the crack that was in our heater extender - explaining to us that he had to shut the entire system down and then proceeded to explain the job of the roll out switch and what could have happened by disabling it. After we met with this other company we called Cool Air and sent them pictures of what their tech had done. We asked for a refund for our original service fee. They never got back to us, we have since called multiple times and still have not heard back.Desired SettlementWe want a full refund for the service charge on November 3rd. $89Business Response /[redacted]/The furnace has two rollout safety switches. One had failed while the other one had not. The technician did override the failed switch only, because he was relying on the other rollout switch that had not failed and he did not have one to replace the failed switch it during the diagnosis. If one switch failed the other one will take care of the failed one and there will be no fire hazard. The Technician had good intent by giving the customer temporary heating. After the technician overrode one of the rollout switches, he ran the unit for 20 minutes without any flame roll out from the heat exchanger. He did not find any cracks in the heat exchanger during the inspection. Customer was informed that this was a temporary solution until the part had been ordered to complete the repair and he did not refuse or deny this temporary solution when technical suggest that to him. Our company had called the customer and provided him with two quotes, one to repair and one to replace the furnace on November 10. The delay was due to not to being able to get the quote for the part from the unit supplier.Cool Air had informed the customer upfront that there will be an $85 service and diagnosis. The customer then contacted another company without informing Cool Air Mechanical. This was done instead of allowing Cool Air Mechanical to complete their repair. The customer hired someone else to do the job and wants the diagnostic and service call fee ($85) back. The customer is not subjected to get any money back because the fee is for the diagnostic and not for a repair. The customer had been notified about this before filing the claim with Revdex.com.