Cool-O-Matic

Cool-O-Matic installed a new Carrier HVAC system in our home in 2007. For the last 12 years, it has needed continual repairs costing us thousands of dollars. We need to replace the whole system this fall (2019) because it is making loud noises and we are scared it is going to break entirely over the winter. In Oct 2019, I sent a letter detailing our concerns to the owner, Arthur S and he did not respond to it. The manager, Tom R acknowledged receiving the letter, but said he cannot act on it -- it's the owner's purview.

We have replaced multiple blower wheels, motors, and issues relating to the bearings in the past 12 years that we have owned the HVAC system. When Cool-O-Matic was at our home this October 2019, we paid the company $927.65 to replace the motor only to find that it's still not fixed. After we paid them that money, they then proceeded to tell us that we need a new blower wheel, or we need to replace the system entirely.

Upon doing careful research, we discovered that the unit we purchased from Cool-O-Matic was installed incorrectly. They originally installed a 5-ton blower into what is 4-ton ductwork, therefore, they should have had a dual side return or bottom side return. Since this was not the case, the unit has broken down multiple times, costing us thousands of dollars in repairs over the last 12 years.

In a letter dated Oct 19, 2019, we asked Cool-O-Matic to refund us the $927.65 we just paid because the system is still NOT fixed. Cool-O-Matic did not respond other than to say if we purchase a new HVAC unit from them then "maybe" they will credit us some of that money back.

Our complaints are as follows:
Cool-O-Matic installed our new (2007) Carrier system wrong
They have profited off the repairs for the last 12 years and now we need a new system
We recently paid them $927.65 and the system is still not fixed
They tried to strongarm us into purchasing a brand new system from them

I called the company (spoke to Dana) to request a written estimate for repair work to two HVAC units which were damaged when a tree fell on the house. I was informed an estimate for repair would incur a charge however an evaluation for replacement of the units would be free. Appointment for estimate on repairs was made for 11/26. Sean came to the house, did not open the units or turn on the air inside the house, charged $101.29 for the visit, and left. We did not hear from them for over a week. I called to follow up and was told (again by Dana) that the units needed to be replaced. I explained that (1) I need it in writing for insurance purposes and (2) why did we get charged if we weren’t getting a repair estimate as I requested. Dana has Tom Tomano call me back. Tom agreed that sean’s Report was incomplete and scheduled a visit to the house. He was supposed to come out 12/4 but cancelled. I called him on 12/12 to find out the status of his visit and he indicated he would be there soon. I repeated my request for a written invoice for repair on both units. I did not hear anything from Tom after that until I called him on 12/24 asking where my estimate was. He returned my call on 12/26 and left a voicemail message with information VERBALLY to repair one unit. I called him immediately and said I have requested this in writing numerous times, as this is an insurance requirement. I also reminded him that I requested a quote to repair BOTH units. As of today (12/31) I have not heard back from the company or received the written estimate. I want a full refund of the fee paid as they didn’t complete their obligations as requested.