Cool Blew, Inc.

I called Cool Blew on 6/22/15 and requested an air conditioner repair. Very courteous, they scheduled me an appointment and they showed up in a reasonable time. But I was quoted a $68 service charge and a part (run capacitor) for $268. Not knowing what that part cost I agreed to pay, 116 degrees outside. I decided to check online and found that the part was actually in the $10 to 20$ dollar range. Not sure if all AC repair companies charge like this, but I will choose another company next time.

The tech Shane that came out to my house today is very professional, very knowledgeable, and the best guy that cool blew's got. Explains everything he's doing and the way he's doing it. Couldn't ask for a better tech.

Review: Came to fix A/C / Heat and left live wiring exposed. As the home owner I was left with a HUGE LAW SUIT LIABILITY. They came and fixed one issue

and left me with an even larger issue. ALL I asked was that they call before they came back out because I wanted to be there. They couldn't do even that.

Also the technician broke the breaker for the A/C unit and proceeded to tell me that "I" was going to need to fix that. So really "Cool Blew" came to fix one thing

and left me with 2 more issues. "GREAT WORK GUYS"Desired Settlement: Have a different Technician come fix the issues and refund me my money. I have spend to much time dealing with this already, I just want to cut my ties.

Business

Response:

As soon as we received the complaint, I called the customer and left a message on 12/5/13. I did not receive a response.

On Monday, December 9, 2013, at 10:00 a.m., I left another message for the customer to call me at the office number of ###-###-####. I have not received a response as of yet.

Updated business response:

Update to complaint above. I heard back from Jon on December 12th. We are going out to repair the electrical panel. We are replacing the screws with factory screws in the electrical panel. As far as the service fee, this is [redacted] service fee and Jon understands this is not refundable. We do warranty work for [redacted]. He is fine with that.

Absolutely DO NOT recommend this company. I ended up with this company through my Home Warranty and at this time, do not have a choice to switch to another. I am not one to run and rate companies online but this company has made sure that I get a good picture as to the way they handle their business. They are extremely unprofessional, unaccountable and ill equipped to handle summer peek service requests. Their manager was extremely rude and staff is not on the same page at all. Since the beginning, I have had to place calls for service, request status on parts, requests for scheduling, etc. Oh, to make matters worse, the manager lied to me about the arrival of equipment for my unit and he made sure he threw in a special insult to me while I was on the phone asking for answers/expedited service. I am only rating them online in hopes to save others from having to deal with them. Please go elsewhere and save yourselves a headache. In summary, they simply are ill-prepared to deal with high summer requests. They need better systems in place and to adequately train their staff. At present, with what they have to offer, they are a disservice to the valley.

We've used Cool Blew for both A/C and Heating System tune ups as well as A/C and plumbing repairs. Had another excellent experience recently with Greg, the Cool Blew technician doing our heating system tune up. He went above and beyond the call of duty in cleaning up a previous attic mess left by another company. We will continue to ask our Home Warranty company to send out Cool Blew -- they are great!

Review: 2/11/2016 A/C, furnace and air purifier installed by Ronnie with another technician. After the install they gave me the booklets except for the air purifier. They had thrown it away and was advised to call the office for it and also if the ozone bulb odor bothers me I should call to have it replaced with non-ozone. An install quality inspection will also be scheduled.

3/18/2016 Technician Shane came to do the inspection. After he consulted with his office I was informed that instead of changing the bulb they will just put in a new REME Air Purifier with a non ozone bulb on 3/21. I told him that I’d be out of town and travel frequently so I will call and schedule it.

(3/21 at 10:36 a.m. – Got a message regarding scheduling install of Air Scrubber – not sure if they want to install Air Scrubber instead of REME Air Purifier)

4/18/2016 Service date for replacing a new Air Purifier with non ozone bulb between 1:00 pm and 4:00 pm.

By 2:10 p.m. no one came so I called to check the status. I was told by Sarah that Shane the technician did not show up to work and will need to reschedule on another day. I told her that I have reserved this time and now I have to reschedule other appointments? I informed her that I am leaving town the following day and have other AZ tune up for 4/19 and so I can’t be in 2 places at the same time. I flew out here to get this service done. At this point I got displeased and asked for the manager to call me. In the mean time I tried to reshuffle all other appointments. I also called Chris Rivas, the Comfort Consultant Sales. His comment was: “They couldn’t send someone else – another technician? I’ll see what's going on and call back."

Later the manager Robbie called, told me that they just gotten a new system and that things just got somewhat messed up. Now I got confused why all 3 of them have different reasons why they missed the scheduled service. I told the manager I have enough of this and to remove the air purifier and refund me.Desired Settlement: Remove the Air Purifier and refund me the amount I paid for the REME Air Purifier: $789.

Addition to above problem details:

Manager Robbie said that he will see what he can do and call back. I told Chris Rivas that I’m not pleased with how his office handled this matter.

4/19/2016 I did not hear from Robbie so I called at 8:45 a.m. and informed Sarah that I will be available until noon as I have to catch a flight. Robbie then called at 10:41 a.m. He wants to clarify after talking with Chris whether I want a replacement or a refund. This time he claimed that he was trying to tell me yesterday that he has the bulb in his car and ready to go to my residence to install which was not mentioned at all. He said that I can only get $300 refund and not the full amount I paid but said he does not know how much I paid for it. I said that there are no such condition/terms in the contract. My husband took over and told him that they do not need to come down and may contact them later.

Business

Response:

I apologize for any confusion that Irma had with the scheduling portion of this issue. I am not sure what all happened with that but the issue that we want to get resolved is with the air purifier. The existing air purifier has a ozone smell when it is operating which Irma does not like so we want to switch the existing REME air purifier that has the ozone smell to a Air Scrubber air purifier that does not have the ozone smell. Due to the issue with the scheduling conflict, Irma now wants money back instead of correcting the issue. The new HVAC system including the air purifier was sold as a complete package and there was no separate line item price for just the air purifier. We want to replace the air purifier which will take care of the problem. I am not sure where the dollar amount that Irma is requesting is coming from since there is no separate price for the air purifier. Once again we want to change out the air purifier which will correct the issue with the ozone smell but I am not sure why we are not able to get the opportunity to do this for Irma. We offered Irma $300.00 credit if we were to remove the air purifier which is what we can do for them if they refuse to have us correct the issue. I would like to get the replacement air purifier installed as soon as possible so all of this can be resolved. I have attached the invoice to show that there is no separate line item price for the air purifier. Let me know if there is anything else that you need regarding this. Thank you. Tim P[redacted]Cool Blew, Inc.

Consumer

Response:

1) The dollar amount of $789 is from C[redacted] separate computation on 1/15/2016. Tim Palmer needs to check with him. The Cooling and Heating units are a package but the air purifier is a separate/optional item. Cool Blew's nondisclosure is reason why the invoice is intended as one package rather than the air purifier as separate item. 2) I gave Cool Blew a chance to correct the issue on 3/18 and 4/18 but they did not even bother to let me know why no technician showed up or why they did not send someone else on the appointment day. Cool Blew did not perform its promise to replace a new air purifier on 4/18/2016. They did not even tell me that REME will be replaced by Air Scrubber and no explanation why no booklet was available to me as a consumer. 3) Facts about the purifier’s ozone vs non ozone bulb, replacement costs of the bulb, and the $300 credit were concealed until after the installation. 4) A written statement on the bottom of the invoice says: “Cool Blew guarantees your satisfaction 100% and carries an A+ rating a the Revdex.com!”

Business

Response:

C[redacted] has left a couple of messages with Irma last week to call us so we can get this resolved but have not received a call back as of this morning. The air purifier was sold as a package deal with the ac system. I would like to see any paperwork to show me that the air purifier was sold as a separate item because the paperwork that I have shows that it was a package deal. Cool Blew has been trying to get this resolved but we are not being given the opportunity to correct the issue. I would like Irma to call our office so we can get something scheduled so this can get resolved. Tim P[redacted]Cool Blew, Inc.

Review: The salesman represented a packaged heat pump as a new, never used, never installed unit with minor cosmetic damage. The contract clearly indicates a scratch and dent unit. A used, previously installed, repaired, and previously registered with the manufacturer unit was installed.Desired Settlement: Install a new, never used, never installed scratch and dent heat pump as represented by the salesman and indicated on the contract.

Cool Blew is highly professional - explaining to my satisfaction all work accomplished, needed or deferred. Shane in particular is an excellent mechanic - I trust my systems to him. Thank you for prompt expert service - mike

If you are looking for a quality contractor, keep looking!

I had a flushing toilet issue that was being handled through my home warranty. The first tech (not through Cool Blew) used a toilet auger, then said that any other flushing problem is probably a bad toilet. Issue happened again 4 days later, and home warranty sent out Cool Blew. They did the exact same thing, and said the exact same thing. I questioned if it was a toilet issue since it was clogging just on fluids, but they said it was probably the toilet. Less than two weeks later, I am calling out Cool Blew again to fix the same issue.

But this time, I was prepared! I bought 2 brand new toilets, to the tune of $400. I again questioned if there might be an issue beyond the toilet, but they again run the small auger through it and was ready to call it a day when I decided to pay them to install the toilets. The cost of doing so was $500, but I figured it would be worth it to have a professional install them, in case I might do something to mess it up. During the install, there was visible buildup of calcium in the pipe. The tech's response on seeing that was 'What is that?!' I again asked if we are all sure this is not going to be an issue down the pipes, but after the install, they said they cleared it, and didn't believe there was any buildup further down the pipe. I was hoping that the price premium I was paying was paying for a company with experience, that would know about things that can be google searched in 10 minutes.

I could not have been more wrong.

They installed the toilets, and all was well for about a week. On Friday morning, the new toilet (which is advertised as able to flush a bucket of golf [redacted] in one flush) is stopped up again from flushing liquids. But now, my shower won't drain! Surely, this was just a toilet issue though. On top of that, when the toilet flushed, it would not stop running. I was in the shower, and couldn't hear the fact it was still running. This led to the toilet overflowing and flooding the upstairs bathroom. This water then leaked through the flooring and caused water damage in the downstairs ceiling.

Out they come again, 3rd technician for the same issue. He does a bit of troubleshooting, then tells my wife that the toilet was not installed correctly. The chain in the toilet was clearly too loose, causing it to get tangled and continue to run. After clearing the drain again with the hand auger, I insisted that it can't be just a toilet issue. The tech looked at the situation, and decided to run a power auger through the upstairs system. This finally seemed to get the drains flowing properly again. When I asked him who should I call about the improper install that caused the water damage, suddenly the tune changed! 'Oh we aren't responsible for that, it was installed fine, it was the toilet manufacturer that messed up.' Really. So, a $500 install for toilets, and your company doesn't bother to check the chains?

So I give their manager a call, who was too busy to talk to me. They did call back 2 days later, and I explained all of the above, seeking to get some type of credit from the labor of the install. They said that when you sign their quote, it specifically states their company is not responsible for any secondary damage, and they will not offer any type of compensation. I told them if they aren't interested in performing good service, I am willing to document this issue with feedback. His reply? Thats fine.

So in short, they had no interest in doing the job right the first time, they are horribly expensive for installation prices, and on top of all that, they have no interest in making good on their install if they mess it up.