Cool Breeze A/C & Heating

An employee of Cool Breeze came to my home as I had requested to check my heat pump in April, before hot weather began. He came down from the roof with a photo of what he said was a problem with a "whip" up there--said the "whip & wires were separated and deteriorated..." He said it was dangerous! He quoted me a price of $263.62 to fix this problem. I had no way of knowing if his photo was of my unit or someone else's unit, so I did not have him do this repair. I called another AC company and he came and replaced a cylinder of some sort (explained it's function carefully to me) and when I asked him about this wiring problem he said the wiring had been exposed by pulling back the cover and that he just closed up the opening. I asked him about the condition of the wiring inside and he said it was fine. Of course, the first repairman knew I was not going to climb up on the roof to see what he was talking about or to verify if that photo was made of my unit or someone else's unit. I was happy that I got a second opinion because I believe the repairman from Cool Breeze was not truthful in telling me that I had a wiring problem. I will NEVER again have this company do any work for me!!! They can't be trusted to be honest. The time when they were out here for a previous check-up (Dec.'12) they charged my husband nearly $700.00 for whatever it was they did. This time it also involved the "whip".

had this company to do an a/c inspection... they came out and told me a whole wall had to be knocked down to fix our cooling problem... had another company come out and fix it within 20 mins....

We have resolved the complaint that was issued from [redacted] prior to receiving the letter of complaint from your office.  Charles W[redacted] business owner met with [redacted] on 9/1/2015 to go over issues he had expressed when he called and requested resolution to the...

issues.While at the [redacted] residence, Charles reviewed the work of the install and of the services we rendered on Saturday, August 15th, 2015, when the new unit stopped working.   Charles verified the amp rating on the air handler to confirm that the unit needed a 15 amp breaker that our service technician installed on August 15th, 2015. At this time Charles removed the 40 amp breaker that was installed by the [redacted]’s contractor and reinstalled the 15 amp breaker.  The original 90 amp breaker that had been in the breaker panel box was for the old air handler.  It was an oversight on our behalf that we did not correct this at the time we did the install on June 30th, 2015.  Therefore, Cool Breeze is waiving the original billing for the service call on August 15th, 2015. Cool Breeze has every intention of honoring the limited warranty and 2 year labor agreement and will be including the 15 amp breaker we installed. Sincerely,Charles W[redacted]Cool Breeze

An employee of Cool Breeze came to my home as I had requested to check my heat pump in April, before hot weather began. He came down from the roof with a photo of what he said was a problem with a "whip" up there--said the "whip & wires were separated and deteriorated..." He said it was dangerous! He quoted me a price of $263.62 to fix this problem. I had no way of knowing if his photo was of my unit or someone else's unit, so I did not have him do this repair. I called another AC company and he came and replaced a cylinder of some sort (explained it's function carefully to me) and when I asked him about this wiring problem he said the wiring had been exposed by pulling back the cover and that he just closed up the opening. I asked him about the condition of the wiring inside and he said it was fine. Of course, the first repairman knew I was not going to climb up on the roof to see what he was talking about or to verify if that photo was made of my unit or someone else's unit. I was happy that I got a second opinion because I believe the repairman from Cool Breeze was not truthful in telling me that I had a wiring problem. I will NEVER again have this company do any work for me!!! They can't be trusted to be honest. The time when they were out here for a previous check-up (Dec.'12) they charged my husband nearly $700.00 for whatever it was they did. This time it also involved the "whip".

Review: I bought and paid for a new AC it was installed and in a few short weeks it was not cooling, so they came out and said, oops! we put in the wrong unit. after that more problems one after the other until they finally today came out and replaced the MOTOR in a new unit installed 7/3/2013. I have reguested paperwork on new unit which to date has not been received.Desired Settlement: Brand new unit or refund in full of all monies.

Business

Response:

To the Revdex.com:I am writing in response to correspondence received by your office on behalf of our customer. At Cool Breeze, our integrity, and satisfying our customers, are our top priorities. I welcome the opportunity to respond to the customer’s concerns. Our records show that we installed a new Coleman air conditioning unit for the customer on April 30, 2013, replacing her earlier model Coleman 3.5 ton unit. Two months later, on July 2, 2013, we received a call indicating that the unit was not keeping the home cool in the afternoons. That same day, we responded to the call and upon inspection we discovered that an inadvertent error had occurred and the unit installed was a 2.5 ton and not a 3.5 ton. We immediately explained to the customer what had occurred and apologized for the error. That same day, we ordered a brand new 3.5 ton Coleman unit, which was installed the very next morning on July 3, 2013, within 24 hours of the customer’s initial complaint. Our records further show that on July 8, 2013, we received a call from the customer advising that the home was still not cooling down in the afternoon. We visited the home, and found that the filter was dirty. We replaced the filter in hopes that this would correct the problem. On July 9, the customer advised that the problem had not been corrected by the filter change. We returned to the home on July 10, 2013. We checked the new unit, and found that it was working. We then checked the air flow and found that it was low. We had replaced the older Coleman unit with a new Coleman unit. However, while the newer units are built to be more efficient, they do not always cool the home appropriately if the original duct sizing is too small. In additional, in order to improve the efficiency, the newer models are built with smaller motors. The duct sizing and the motor size are both factors that can either singly or together result in low air flow and inability of the unit to handle static pressure. Therefore, to make absolutely sure that the customer’s concern would be resolved, we addressed both possible causes on July 15, 2013 by: 1) changing the duct size and 2) replacing the motor. This was done at no cost to the customer. The customer received copies of all invoices on the dates that work was performed. In addition, on July 17, 2013 the customer was provided again with copies of all invoices and with a copy of the registered warranty for the unit. We sincerely regret our initial error and we regret that the customer remains unsatisfied. However, the customer has a brand new unit that is working, as well as new duct work providing sufficient air flow. We therefore do not agree to install another unit or to refund the customer for the cost of the unit. Sincerely,ManagementCool Breeze Refrigeration, A/C and Heating, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

all though the answer from Cool Breeze is basically correct, this does not ease my mind about the installation of the correct unit and the performance in the future. there were more things that took place that were not told. I may be 81 years young but I am not stupid, I was taken advantaged of.

Review: MY NAME IS [redacted] MY WIFE IS [redacted]. I AM A DISSABLED PERSON. WE LIVE IN [redacted] PHASE 1. THE WEEK OF 6/26 OUR A/C STOPPED WORKING. WE CALLED COOL BREEZE BECAUSE OF A AD IN THE OFFICE CONTRACTORS BOOK. THEY SENT OUT LESLIE BABCOCK TO CHECK OUT THE PROBLEM. SHE SAID THE FURNACE WAS OLD AND WOULD HAVE TO BE REPLACED. SHE SAID THE HEAT PUMP OUT BACK WOULD HAVE TO BE REPLACED ALSO. WE LATER FOUND OUT YOU CAN REPLACE ONE WITH OUT REPLACING THE OTHER. WE AGREED ON A PRICE OF $6,875.00 FOR A TRANE 14 SEER. WE PAID $4,000.00 UP FRONT. THE TRANE UNIT WOULDN'T FIT SO THEY HAD TO SWITCH TO A DAY & NIGHT UNIT. THEY REDUCED THE BILL BY $200.00 TO A NEW TOTAL OF $6,675.00. THEY PUT IN WRITTING ON THE CONTRACT WE SIGNED THAT WE WOULD HAVE 2YRS FREEE LABOR, 5YRS FREE PARTS, & 10YRS ON THE COMPRESSURE. THE UNIT RAN TILL 8/15 AND THEN IT STOPPED. SO WE NATURALLY WITH THE WARENTY WE CALLED COOL BREEZE. 3HRS LATER A REPAIRMAN NAMED [redacted] SHOWED UP. HE CHECKED THE FURNACE, & THE COMPRESSURE. HE THEN WENT TO THE BREAKER BOX AND DETERMINED THE FURNACE BREAKER WAS BAD. AFTER TALKING TO HIS BOSS HE TOLD US IT WOULD BE $250.00 TO REPLACE THE BREAKER. I THOUGHT THIS WAS EXCESSIVE, BUT BEING THIS WAS ON A SATURDAY WE SAID OKAY. HE WENT TO HOME DEPOT TO GET A NEW BREAKER. THE BAD BREAKER WAS A DOUBLE 90AMP, KIELLY INSTALLED A DOUBLE 15AMP. HE THEN WENT TO THE TRUCK AND CAME BACK IN TO THE HOUSE WITH HIS COMPUTER DEMANDING PAYMENT. WHICH HAD GONE UP TO $310.00, HE ADDED A $60.00 TRIP CHARGE. WHEN WE CALLED THE COMPANY NO TRIPM CHARGR WAS MENTIONED. WE SAID AT THAT TIME WE WANTED A ITAMIZED BILL, VIA E-MAIL OR LETTER. HE SAID THAT COOL BREEZE DOESN'T DO THAT. AS STAMPS AND ENVELOPES COST MONEY. WE TOLD HIM TO HAVE THE BOSS CALL US. THREE TIMES DURING THE REPAIR WORK. ALL THREE TIMES WENT OVER HIS HEAD. WE AGAIN SAID WE WOULD PAY IF WE RECIEVED A ITEMIZED BILL. HE THEN WENT BACK TO HIS TRUCK AND CALLED HIS BOSS. [redacted] THEN CAME BACK TO THE DOOR AND SAID PER HIS BOSS'S ORDER HE HAD TO DO SOMETHING HE HAS NEVER DONE BEFORE. AT THAT TIME I WAS INFORMED THAT HE WAS TO ENTER THE HOUSE AND REMOVE THE BREAKER. LEAVING A DISSABLED PERSON AND HIS WIFE WITH NO A/C. WITH OUTSIDE TEMPS ABOVE 110. I TURNED HIM AWAY AT THAT TIME. TRYING TO JUSTIFY THE BILL [redacted] SAID HE HAD BEEN ON THE JOB FOR 1 1/2 HRS. THIS IS TRUE BUT ONLY 30 MINUTES ON THE BREAKER. THE REST OF THE TIME SHOULD HAVE BEEN COVERED UNDER THE 2YR FREE LABOR WARRENTY. ON SUNDAY WE WENT TO HOME DEPOT AND FOUND OUT THAT THE DOUBLE 15AMP BREAKER WAS ONLY $8.95. ON MONDAY WE CALLED A CONTRACTER TO COME AND REMOVE THE 15AMP BREAKER AND HE INSTALLLED AM 40AMP DOUBLE. AS THE 15AMP DOUBLE WAS TO LOW IN AMP'S FOR $35.00. WE THEN CALLED COOL BREEZE TO PICK UP THERE 15AMP BREAKER. AS OF THURSDAY THEY HAVEN'T DONE THAT. THEY ALSO SAID WE WOULD QUALIFY FOR A SRP REBATE. WHEN I QUESTIONED IT A WEEK LATER I WAS TOLD THAT THE DAY & NIGHT UNIT DIDN'T QUALIFY.Desired Settlement: WE WOULD LIKE A ITEMIZED STATEMENT. WE WILL PAY THE $60.00 TRIP CHARGE. WE WILL GIVE THEM THE 15AMP BREAKER BACK. ALSO WE WOULD LIKE THEM TO HONOR THE 2YR FREE LABOR, 5YR FREE PARTS, & 10 YR COMPRESSURE WARRENTY THEY COMMITED TO, IN THE FUTURE IF SOMETHING GOES WRONG.

Business

Response:

We have resolved the complaint that was issued from [redacted] prior to receiving the letter of complaint from your office. Charles W[redacted] business owner met with [redacted] on 9/1/2015 to go over issues he had expressed when he called and requested resolution to the issues.While at the [redacted] residence, Charles reviewed the work of the install and of the services we rendered on Saturday, August 15th, 2015, when the new unit stopped working. Charles verified the amp rating on the air handler to confirm that the unit needed a 15 amp breaker that our service technician installed on August 15th, 2015. At this time Charles removed the 40 amp breaker that was installed by the [redacted]’s contractor and reinstalled the 15 amp breaker. The original 90 amp breaker that had been in the breaker panel box was for the old air handler. It was an oversight on our behalf that we did not correct this at the time we did the install on June 30th, 2015. Therefore, Cool Breeze is waiving the original billing for the service call on August 15th, 2015. Cool Breeze has every intention of honoring the limited warranty and 2 year labor agreement and will be including the 15 amp breaker we installed. Sincerely,Charles W[redacted]Cool Breeze

had this company to do an a/c inspection... they came out and told me a whole wall had to be knocked down to fix our cooling problem... had another company come out and fix it within 20 mins....