Ice Man Cooling and Heating

Review: Ice man was called out to diagnose and fix my AC by my home warranty company, because they specifically told my AC company that they could repair ductless mini split systems. When the Iceman tech arrived the first thing he said is that he can't fix mini split systems, but he'll look at it. He left saying that it's a circuit issue and perhaps a coolant issue and that I should receive a call the next day about how long it will take to get a replacement part and if my warranty company would cover it. Before leaving he said it shouldn't be a problem getting it covered because he asked someone within his organization if it was covered before he came out and she said it was. I waited 3 days and still didn't receive a call from Iceman. I called my home warranty company, they said it was covered and they would get Iceman on the case. I still never heard back from Iceman so I called them later that day. They said, despite the fact that I have 'printed proof' that the repair is covered, that they couldn't fix it. I asked even if it wasn't covered if they would be interested in fixing my AC. They said 'no, not really' and remained silent until I hung up on them. This is by far one of the worst AC repair experiences I've had in my life. As if dealing with the home warranty company isn't difficult enough, with repair people like this, who needs enemies!Desired Settlement: Finish the job that was approved by my warranty company, or at least give me a price and timeline to complete the repairs at my costs. Also, by telling my warranty company that they could fix mini splits, and then telling me they couldn't and then telling me they didn't want to, I have to say they pretty much stole $75 from me. The $75 deductible/fee that I have to pay as per my warranty company could have gone to a company that could've fixed my problem, instead they lied and kept my $75.00 And just a little professionalism would be nice.

Business

Response:

Iceman cooling and heating was a sign by [redacted] to inspect and possibly make repairs to the homeowners Mini Split after arriving at the home and coming up with a diagnosis for the repair Iceman cooling and heating reported to [redacted] what was going on with the homeowners Mini Split. After discussion with [redacted] letting them know the homeowners property how did detached office that's a mini split was in this unit will not be covered for repairs due to the fact the office is detached from the property Iceman coin heating has to follow strict guidelines set by warranty companies and they do not allow repairs to be made on units that are detached from the residence. Some home owners get upset when their claims get denied unfortunately we do not deny them their warranty companies do we apologize for the inconvenience but this matter needs to be taken up with their home warranty

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.

They did not address my two main complaints. I would like to know why, even when I offered to pay for service, they said 'no, not really'. More importantly, I would like to know why my company sent them out because they supposedly worked on mini splits, but when they got here they said they didn't. In any other situation the $75 fee I paid them for the service call would apply towards any repair costs. Since they won't fix a job they agreed to do, and quite frankly they were apparently not qualified to do, I now lose that $75 credit. I want them to pay me $75.

Regards,

Review: THIS COMPANY WAS CONTRACTED THROUGH MY HOME OWNERS INSURANCE, TO FIX MY AC SYSTEM, MY AC WAS NOT WORKING ON 9/14 IT WAS ONLY BLOWING OUT HOT AIR, THE COMPANY CAME OUT ON 9/17 AND FIXED WHAT THEY TOLD ME WAS WRONG WHICH WAS THE FURNACE, AFTER THE WORK WAS DONE THE WORKER LEFT MY HOME WITHOUT TELLING ME THEY WERE DONE THEY JUST LEFT A RECEIPT ON MY KITCHEN COUNTER, MY BILL THAT DAY WAS OVER $800.00. THE AC WORKED FINE FOR 1 DAY AND WENT OUT AGAIN ON 9/18 AT 4PM, I CALLED THE COMPANY THEY SAID THAT WERE NOT OPEN ON THE WEEKENDS, WHICH MEANT THAT WE HAD TO ENDURE AT LEAST THROUGH THE WEEKEND IN THE HOUSE WHICH WAS 97 DEGREES, THEY TOLD ME I HAD APPOINTMENT FOR MONDAY BETWEEN 7-10, WHEN THEY HAD NOT SHOWN UP I CALLED THEM AND THEY TOLD ME THEY NEVER HAD A WORK ORDER AND THERE WAS NO APPOINTMENT MADE, THEY THEN TOLD ME THEY WOULD BE THERE TUESDAY, ON TUESDAY THEY TOLD ME THEY WOULD NOT BE ABLE TO MAKE AGAIN, THIS IS AFTER I TOOK TIME OFF WORK TO BE THERE 2 DAYS IN A ROW. THEY FINALLY TOLD ME THEY WOULD BE THERE ON WEDNESDAY WHICH THEY DID SHOW UP AD I WAS TOLD BY THE TECHNICIAN THAT THE PROBLEM THIS TIME WAS THAT THE SECOND PERSON ON THE JOB HAD NOT TIGHTENED UP 2 HOSES IN THE BACK OF THE UNIT SO ALL THE FREON LEAKED OUT AND THAT WAS THE REASON THE SYSTEM WAS NOT WORKING, THE COMPANY REPLACED THE FREON AT THEIR COST. THEN 2 DAYS LATER ON 9/25 THE SYSTEM AGAIN WAS NOT WORKING THE TEMPERATURE IN THE HOUSE WAS 97 DEGREES, I CALLED THE COMPANY BELIEVING THAT THEY SHOULD SEND SOMEONE OUT THAT SAME DAY AND WAS TOLD THEY COULD NOT COME UNTIL THE NEXT DAY BETWEEN 7-10 AM, ON SATURDAY 9/26 THE COMPANY HAD NOT ARRIVED BY 9:50 I AGAIN CALLED THE COMPANY AN WAS TOLD THAT THEY HAD NO WORK ORDER OR REQUEST TO COME TO MY HOME THAT DAY, BY THIS POINT I WAS OUTRAGED, AFTER MUCH BACK AND FORTH THEY TOLD ME THEY WOULD SEND SOMEONE TO MY HOME THAT DAY FROM 12-4, I WAITED IN 97 DEGREE TEMPS IN THE HOME WHEN THEY HAD NOT SHOWED UP BY 3:45PM I STEPPED OUTSIDE AND FOUND A NOT ON THE FLOOR OF MY DOOR SAYING THAT THEY WERE SORRY THEY MISSED ME AND CALL TO RESCHEDULE, I HAD NOT LEFT MY HOME ALL DAY MY CAR WAS IN THE DRIVE WAY NO ONE RUNG MY BELL NOR KNOCKED ON MY DOOR, THEY DID NOT EVEN ATTEMPT TO CALL MY PHONE AS THEY HAD DONE EVERY TIME BEFORE THAT THEY CAME TO SERVICE MY HOME, I CALLED THE COMPANY OVER 15 TIMES THAT DAY AND LEFT SEVERAL MESSAGES NO ONE ANSWERED OR RETURNED MY CALLS AND TODAY IS NOW TUESDAY 9/29. I HAVE NEVER SEEN A COMPANY CONDUCT BUSINESS THIS WAY I AM GOING TO TAKE OTHER AVENUES TO RESOLVE THIS MATTER WITH THIS UNSCRUPULOUS COMPANY, THEY DO NOT WANT/ CAN NOT FIX MY SYSTEMS BUT HAVE TAKEN MY MONEY AND ALLOWED ME TO SUFFER WITH NO AC.Desired Settlement: THIS COMPANY NEEDS TO FIND THE TRUE PROBLEM WITH MY AC AND FIX IT THE WAY THEY WERE CONTRACTED TO FROM THE BEGINNING.

I contacted Iceman Cooling and Heating after I had two A/C companies come out to take a look at 2 commercial units on my building. I received two different quotes for completely different items. One company even said my units should be replaced.(They are only 2.5 years old) After speaking with Ice Man, they quickly got me onto their schedule. The service tech arrived in a clean work van and the tech was also nicely dressed and presentable. After about 30 min on the roof the tech came down and let me know what was going on with my units. A little low on Freon in both units and 1 unit had a bad contactor. Being impressed with the detailed information the technician gave me about my problems I felt confident that I wasn't trying to be ripped off. It was a great experience and my ac units are both working efficiently, which is what we need in AZ to keep bills down. Thanks again Ice Man! I will definitely recommend you to anyone that has any ac problems.

Company was prompt, courteous & professional. Aside from the warranty company ([redacted]) causing delays & miscommunications, [redacted] was able to quickly navigate through their red tape to help expedite my repair.

Review: What a crummy business this is. Do not spend your money on this loser. I submitted an on-line request with American Home Shield to have my air conditioner checked. Iceman Heating and Cooling (the AHS subcontractor) responded right away and set up an appointment for the next day. The serviceman, [redacted], came out on 8/12 pretty much on schedule and found a problem with the duct. Besides having a chip on his shoulder, he said he did not have the part to repair it on his truck and was not sure if this was covered by our policy anyway. He charged me $125 for the service call. He said he would report his findings and I would hear from AHS the next day. I did not hear in a reasonable amount of time, so I called. I sat on hold for 30 minutes before someone answered. I was told that the serviceman ([redacted]) had not submitted his report. I also checked my credit card and my card had not yet been charged for the service call. I tried to contact the Iceman Heating and Cooling and I got a voicemail so I left a message. No one returned my call by the end of the day, so I wrote them an email. By today - 8/14, they still had not answer my vmail or email, so I called again and got vmail again. I looked up the company on Google and found that the address on the work order was a house. Since it was a house, I was not going there to speak with them. So, I called AHS again. This time I was on hold for 45 minutes. Finally, [redacted] answered my call and said the serviceman still hadn't turned in the paperwork. She put me on hold and called Iceman and spoke with Ashley. She said Ashley would followup with the serviceman. I asked [redacted] to speak with her supervisor and was told that she would fill out a form and submit it and [redacted] would call me. I asked if there was another number that I could call so I didn't have to sit on hold for so long and she told me there was not. This is a terrible experience and there is just no reason for it. Ice Man must have employees that can respond to phone calls, voice mails and emails. As a result of filing this report, I think this company might have an office in [redacted]. It is the same number that is on the Work Order, but a different address. I will drive there tomorrow or Monday if they are not open on Saturdays.Desired Settlement: I want Ice Man to submit their paperwork to American Home Shield, so that AHS can determine next steps. I'm fairly certain that the work that needs to be done is covered by my policy. Assuming that is AHS' finding, I would like Ice Man to come back out fix the duct. In the meantime, I would like Ice Man to respond to my voice mail, email, or phone call. There is no reason to not communicate with a customer. I would like this to happen in an expedited amount of time since more time has already passed than what I was told by [redacted] in the first place.

Business

Response:

Iceman Cooling & Heating Was out at the customers house the next day she called in, [redacted] our service tec inspected the duct work and found a damper unit that was not installed the right way and was missing the straps that allow the damper to hang from the truss in the attic, [redacted] knowing this would not be covered went out to the service vehicle and returned with some parts to make a repair at the time the best he could do. system was repaired that day and functional .Home Owner talked with staff and we put her back on for the week after to make full repair to her damper that was not covered by the warranty company at no cost to her.

Consumer

Response:

Ice Man did return to my home today, Aug 18, 2015. They did fix the problem which I appreciate. But, I have issues with this business. If Ice Man would have communicated with AHS as they said they would, this could have been avoided. Another option would have been for them to respond to my calls, voice mails, and email. They didn't do that either. If they would have simply communicated with me over the past week, this could all have been avoided. In addition, our warranty company, AHS, did tell me that the duct work was covered when I spoke to them last week in addition to being written out in my policy. I have reviewed the response made by the business in reference to complaint ID [redacted], and found the resolution to be satisfactory, but their explanation was not. I consider this issue closed, however.

Regards,

My home warranty company dispatched Iceman Cooling and Heating 1/14/16 to service my heater that had stopped getting hot. The company called a few hours later to tell me my service window was between noon-4 the following day Friday 1/15/16. Around 3 I called to confirm they were still on tract for my service call by 4 and was assured they would most certainly be there. 5:35 I get a call telling me that he was across ton heading my way and should be there in 20 minutes. An hour later I get a call from a supervisor telling me the tech could not find my home (I am 4th house north of a Major Road) I asked if they were on the west side of the valley or east side? as I live on the east side or street side not avenue side and he then asked if we could just re-schedule for the following day Saturday and I asked told him if he could assure me that they would show up without fail I would but we had now waited in a freezing cold home for nearly 7 hours and they were certainly way past my window they gave me. He then said no can't promise so I guess we will see you Monday and if that is not good enough call the home warranty company back and get re-assigned to another company and he hung up. Monday 1/18/16 we get a call that the tech is 20 minutes away, I was less than 5 minutes away as I was just across the hwy and when I arrived the tech had already been on the roof and was in his truck getting more equipment to take on the roof. I made the comment that he was definitely 20 minutes away and he said he can't really estimate travel time well as he never knows what traffic will do. He asked what the problem was and I told him it stopped heating and only blows cold. he then spent about 10 minutes taking apart and putting back together my NEW thermostat to make sure it was installed correctly. He then got back on the roof and after quite some time came down to tell me there was a huge leak and I had lost all of my Freon so he needed to put 6 pound of Freon in it and the home warranty company will pay them $10.00 per pound and I will need to pay the other $60.00. After he finished he came in with a bill for $435.00, $75.00 copay under the home warranty and $60 per pound x 6 pound for Freon $360.00 not $60 for Freon but $60.00 per pound for Freon. Needless to say I was shocked. I asked how he fixed the leak and he said they do a soldier weld on the hole in the copper line, I asked why he did not replace the line and he said it was not necessary it was a hole in the Freon line cause by the friction of a wire lying over the line. I questioned how a wire could cause a friction hole in a copper pipe and not wear through the wire and was told it happens all the time. This unit was serviced by a very trusted company that cleaned and checked it for me and there was no wire on the line and no "friction" hole in the line but there is now a soldier weld in the middle of my line now and I am out $435.00 and need to have another company replace my patched line with a new one.

Review: I had this company place a new swamp cooler on my house. It took them 3 weeks to return to finish the job because they stated they didn't know how to do the electrical. I contacted the home warranty for a second opinion because I felt that the unit was still not properly working. I had a second company come out and evaluate it. He stated the unit was too small for the house and the electrical was not up to code. Iceman states that it is for an 1800 sq ft home. The second opinion guy states that it is for a 2 bedroom apartment. Iceman called me to tell me I had no right to call the warranty company to tell them that the unit didn't work just because the air flow was not adequate for me. He also proceeded to tell me that the other guy didn't know what he was talking about and that there is no problems with the unit. I am now being told that it will cost me another $450 to repair the electrical, which will not solve the problem of it not producing adequate air. It is a two speed motor with only one speed hooked up. It was also leaking the day after it was installed. He also sent an electrician to my house without my knowledge. So right now, I am looking at paying out $750 for a unit that will still not function properly. I paid an additional $300 for the unit to be installed that was not covered by the home warranty. I have a two-page timeline of events that took place to repair this unit from August 29th-Sept. 19th.Desired Settlement: I would like a refund of the $300 I spent and I also want manufacturing information in regards to the unit to see if it is properly sized. If it is not properly sized, I want the correct unit on the house. I also am looking for the electrical issue to be fixed which is $450.

Business

Response:

Iceman Cooling & Heating were dispatched from [redacted]. on 8/19/13 to [redacted]’s property at [redacted]. The resident advised [redacted] her evaporative cooler was not turning on and leaking water. Iceman Cooling & Heating dispatched a field technician to inspect and troubleshoot the unit and determine the problem. The technician reported that the unit was rusted at the bottom and sides, and the blower motor was not functional. In their professional opinion it did not appear this unit was or had been functional for quite some time. After investigating further, the resident advised the technician that the unit had not worked since she had taken ownership of the home.

Iceman Cooling & Heating reported the findings to [redacted]., advising them of the diagnosis for the evaporative cooler. [redacted] gave approval to Iceman Cooling & Heating to replace the unit. The faceplate of the evaporative cooler identifying design data was deteriorated and could not be read. At that time Iceman Cooling & Heating asked the resident for the square footage of the home to allow for [redacted] to replace the unit with the correct size. It is Iceman Cooling & Heating’s standard operating practice to allow the home warranty company to identify the correct sizing of the unit when there are no means to identify size in the field.

The resident identified the square footage of the home to be 1562 Sq. Ft. The [redacted]porative cooler sizing was determined by the home warranty company, [redacted]. It is the responsibility of the home warranty company to order and purchase replacement equipment. The ordering of the equipment can take anywhere from one week or more to be complete depending on availability and time of year. The unit purchased by [redacted] Home Protection was ordered for a home from 1200 to 1800 Sq. Ft., which is sufficient for the square footage identified by the resident.

Iceman Cooling & Heating installed the new evaporative cooler when received from the home warranty company. New low temp wire for the interior controls were run in the house due to the original controls were not installed correctly. . Iceman Cooling & Heating are not electrical contractors and any code upgrades for the wiring or other electrical work are the responsibility of the home owner.

Iceman Cooling & Heating provided a licensed contractor, [redacted] to look at the electrical wiring to advise her on requirement for the code up grades. The owner of [redacted] made an appointment with the resident, disproportionate to what the resident identified in her complaint letter.

The resident stated in her complaint that she asked for the manufacturer information from Iceman Cooling & Heating. A request for this information was not given to any party representing Iceman Cooling & Heating. She also stated that the company advised her “she had no right to call the warranty company to tell them that the unit was not working”. This is a false statement.

The evaporative cooler was functional and no leaks were identified immediately following the install. However to provide exceptional customer service, Iceman Cooling & Heating will refund the resident, if she can provide legitimate receipts from a licensed contractor.

Furthermore evaporative coolers are not designed to cool when temperatures exceed 90 degrees Fahrenheit. Therefore when the [redacted]porative cooler was placed in service in the middle of August with average temperatures of 105 degrees Fahrenheit, it would not provide cooling within the design efficiencies.

Respectfully,

Owner, Iceman Cooling & Heating

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.

I am unclear of what he means by being reimbursed by services provided by a licensed contractor. The entire unit needs to be done properly. It is not something someone else can come in and fix. It still does not cool the house and it is currently 75 degrees outside. It was never stated that the unit had not worked in 5 years especially as I have proof that the pads were replaced 6 months prior. I would not have replaced the pads on a non-working unit. The statement made by [redacted] about his comment being false was immediately reported to the home warranty company as verification of his blatant disrespect to me as a consumer. The unit does not work and I will not settle for less than having it replaced and the wiring fixed. It was supposed to be replaced with something comparable to what was on the house. It was replaced with a $300 unit that was originally a$1200 unit. If it is not resolved, I will take this to small claims court.

Regards,

Business

Response:

Iceman Cooling And Heating was hired by a third party( Home Warranty Company ) we are not able to refund any money. The unit that was given to her by the warranty company was order by them and not us. Home owner states unit is not functional but we have been out to the house and know the unit is working and blowing cold air.

If the unit is not functional at this time due to our install we would repair the problem only if it is based on the install. The unit size for the house was not up to us, the home warranty company was told the sq ft of the home and that was the unit they picked out and is the same size of the older unit. If the home owner is not happy with the air flow she can buy a larger fan motor and have it installed.

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.

Money was paid directly to the company, in addition to what the home warranty company paid the contractor.

Regards,

Very professional and great customer service! Will definitely call them again when I need work done!

This business was contracted through my home warranty company to repair my air conditioning unit. Not only did they not respond to my many phone calls, they replaced the compressor and wired it incorrectly causing a fire at my home. When I sent photos of the damages and requested settlement, they called me back immediately and refused! Their "tech" was cussing on my property over his inabilities in direct hearing of my children which they also denied. The owner hung up on me more than once when denying his company caused any problems and dared me to take legal action. His defense is that I didn't allow him to repair the damages he caused. [redacted] is one of the rudest, most dishonest humans we have encountered.

We received service from ICEMAN as part of our home warranty and were assisted by [redacted] the repair tech. [redacted] was overall very professional and courteous. When a part needed ordering, the communication between repair tech and company broke down and we waited for 4 hours with a no call/no show. When we complained to [redacted] the owner, he became belligerent and denied any such appointment. To solve the problem, [redacted] offered to refer the work to another company since we were wasting his time.

Iceman Cooling and Heating is the best around! I had several companies come out and look at my heater and no one could ever find the problem. In comes Iceman to save the day! Thank you so much.

Review: On 7/11/15 Ice Man Cooling and Heating LLC sent a tech to repair our AC through American Home Shield. The tech went into the attic, disassembled the AC handler, and told us it was an electrician issue. He left a note saying that IF we needed him to come out after the electrician came, then we needed to call them back to have the ac looked at again. The electrician responded the next day and said it was an AC issue and showed us that the unit was left disassembled with a tool in it. This was clearly indicative that the ac tech expected to come back out. The AC tech came back on 7/13/15 and said all he had to do was plug the unit back in. A week later (tonight, 7/20/15) I noticed a leak coming from the attic. I looked in the attic and saw that the AC condensation line had been either knocked loose or removed and not reinstalled by the AC tech. I frantically called and emailed them and tried to get them to come out and repair the AC. I received a very short response. It said, "[redacted] our tech did not work on your condensation drain lines. You will need to call [redacted] (American Home Shield). Thanks." This is COMPLETELY unacceptable and irresponsible. We have an ACTIVE leak in our ceiling. They are the ONLY ones who worked in that area. It also looks like the drain pan has had someone stand on it or put weight on it, causing it to collapse slightly. I am 100% sure they did this and should have fixed it. Instead they sent me an apathetic email dismissing my belief. A threaded pipe fitting that is not under pressure simply does not "pop" out - especially when they were working in that IMMEDIATE AREA and took the cover of the unit off and left tools inside it. They would have HAD to have been in proximity to the unit to work on it. I cannot believe this poor quality service and that the Revdex.com shows them in good standing. Especially if this is how they respond to an emergency. I need someone to fix this and I need to have their insurance company information to have them fix the damage that is occurring to my ceiling as I type this. I am amazed by what is happening tonight.

[redacted]Desired Settlement: I expect them to fix the AC and I expect them to file a claim against their insurance to repair the damage to my house.

Business

Response:

We were first called out to the property of [redacted] and [redacted] @ [redacted]. [redacted], [redacted] on 7/11/2015 to look at unit that would not turn on after the homeowner had experienced a power outage. Our technician stated that the unit was not receiving enough voltage to run, the unit requires 115V and was only receiving 1.5V-1.9V, at which time our technician suggested to customer that an electrician should be contacted to correct issue and then call us to reschedule. Our technician visited property for continuation of call after electrician had been to property on 7/13/2015 at which time our technician then plugged in unit, unit functioning properly. We received customer email on 7/20/2015 accusing our technician of disconnecting\damaging the drain line to unit, when in fact our technician was not working anywhere near the drain line therefor could not be at fault. We are more than willing to send a technician back out to property to repair an remaining issues, however the customer is un-compliant and seems more interested in slandering our company via the Revdex.com, Registrar of Contractors as well as on Social Media including [redacted]. Overall we are willing to do our best to remedy the situation, even though the customer seems to be unsatisfied with any of our answers or suggestions. -Iceman Cooling and Heating

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.I would like to respond to Iceman with a time sequence and photograph (one of many taken) of the affected area. On 7/11/15 Iceman had a technician respond to our house for a claim made to [redacted] related to our AC not coming on after a brief power outage. A technician responded and told us that there was no power to the unit and we needed an electrician. This technician was Steven Michael. Steven left a note at our home saying, “need electrician to restore power to furnace If problem persists contact Iceman to schedule for APT.” Clearly the meaning in this note was that IF the problem was restored and we still needed them to come out, then we had to call Iceman again for another visit.On 7/12/15 American Home Shield sent out an electrician to look at why there was no AC power. He flipped a tripped breaker on our outside box and checked the power at the AC unit. He said all that needed was the breaker needed to be reset and nothing else needed to be done. He also pointed out to me in the attic that the cover to the unit had been removed and was resting next to the unit. There was a tool (wire snips) in the exposed opening of the unit. He told me he did not know why the unit was disassembled, but that the AC company clearly needed to come back and finish their work. The electrician did nothing other than ensure electricity was in the attic. He did not touch or otherwise manipulate anything, including the cover to the AC unit, which was resting on the overflow condensation tray and PVC piping. I personally looked at this to verify what the electrician was telling me at this time.On 7/13/15, after calling Iceman, they responded. My father was at the home this time, as I needed to be at work. The tech from Iceman called me and said all he had to do was plug the unit in, and he did not know why the electrician did not do this. I pointed out to the tech that this was not true, as I had seen the unit disassembled and had seen that he left tools inside of the exposed opening of the unit. I cannot recall what his response was, but it was something to do with why he removed the casing to the unit. He plugged in the unit and verified the AC was working at this time.On 7/20/15 I arrived home at about 1600 hours and observed water on the ceiling in my daughter’s room (where the AC unit in the attic is). Having had a prior issue similar a year ago, I thought the overflow tray may have been clogged by insulation so I immediately got a ladder and looked in the attic. I saw that the PVC pipe (threaded fitting) was out of the AC unit where the cover had been resting on the 12th. I saw water trickling down the overflow pan and flooding onto the ceiling in my daughter’s room. I immediately called Iceman and then sent an email to Iceman that there was a leak from the tech working around the condensation line. At 1912 hours, I received an email from [redacted] Kist of Iceman time stamped 1739 hours. It stated, “[redacted] our tec did not work on your condensation drain lines. You will need to call [redacted] Thanks.”I replied at 1913 hours. I wrote a sequence of emails to [redacted] explaining the situation in more detail for him to understand better. I wrote the following, “He worked in the area and must have knocked it off. Call me at ###-###-####.” (1913 hours)1920 hours I wrote, “The condensation line is immediately under the handler in the attic. Your tech removed the cover and left tools in the handler on his first visit and had to reassemble it on his second visit. You should know the details from me if you don’t have them from him. Further we have the electrician who saw everything disassembled as well and will vouch. All of this is IMMEDIATELY over the condensation line. I have photos and a video of what is occurring. This is on your company. I would expect a call and not a one line email from you in response. Please call me and send a tech tonight. See the photo attached. [redacted] ###-###-####.At 2021 hours, I still did not hear back. Believing he had gotten one email already and must be receiving these other emails, I sent him another email. It reads, “[redacted], when your tech came out the first time, he left a note saying the problem was electrical and not related to the AC. His service notes say we “need an electrician to restore power to furnace. If problem persists contact iceman to schedule for apt.” The technician had REMOVED the cover to the unit and left tools inside the unit. This unit is immediately over the condensation line, which is now clearly not connected. The electrician came out and said there was no issue with the electric. So, your tech came out again and said all he had to do was plug the unit in. He then said something about why he left the cover off and a tool inside the unit. This was contradictory to his saying it was an electrical issue, and to call your company again IF we needed you to come out. Why would he leave the unit disassembled and tools in the unit if he did not anticipate coming back out? That was the first clue something was wrong. Now, there is a clear issue related to the line not being connected. Your tech was the ONLY one who worked on the unit and the ONLY one who could have caused this issue. I don’t believe any quality business should respond with an email like yours. This is completely contrary to what a reasonable person expects. As a prior business owner of 10 years, I am shocked by your apathetic response. I do believe you are accountable for this, and I do believe you should rectify it immediately. In the interim, damage continues to occur. I hold you, your apathy and poor customer service accountable for this. It is wholly reasonable for us to attribute the current situation to your prior dealings in our home. You should have called me at [redacted] to handle this tonight. I anticipate you fixing this problem.Your tech, Steven Michael, was here on 7/11/15. He came back out on 7/13/15.I need the name and phone number of your insurance company if you are not going to help so I can contact them directly.[redacted]”At 2129 hours, I sent one last email. It reads, “[redacted], I have not heard back from you tonight. I will be filing a complaint with the registrar of contractors if I don’t have satisfactory resolution of this by tomorrow. [redacted].”On 7/21/15 at 0940 hours, I called and spoke with a female manager at Iceman. I asked for [redacted] or his boss but was told [redacted] was the owner. The female told me that she was aware of the problem. I asked why she had not called me yet if she was aware of it and she stated that they were busy. She told me that [redacted] had spoken with her this morning and that normally the repair job for what I had at my house was 300-400 dollars, but they would only charge me 69 dollars plus parts. I told her this was unacceptable and insulting. I told her that my intent was to file a complaint with the [redacted] and that the Revdex.com was also notified. I also stated I would tell my friends not to use their company. I hung up at this point in time. I notified an attorney and talked to them about drafting a letter to the [redacted].On 7/21/15 at about 1238 hours, I sent an email to [redacted]. It stated, “[redacted], I called your office this morning and was told that you were prepared to discount your follow up service to come and repair the harm your technician did. I’m amazed at the cavalier attitude you’ve demonstrated. I will be notifying the registrar of contractors to file a formal complaint. Your lack of concern and professional accountability is impressive. [redacted]”I contacted my home owner’s insurance and discussed subrogating a claim against Iceman based on my documentation and photographs, along with the independent witness (electrician). On 7/21/15 I received a phone call from a person named [redacted] from Iceman. [redacted] explained that he had heard about the issues and wanted a chance to make things right. I explained my reservations and told him that I had arranged for another company to come and fix the AC. He asked that I please give them an opportunity to come and look, independently, to assess the situation. This call was at 1402 hours. I agreed to let him come look. I responded back to my home to meet with [redacted]At about 1602 hours, I received an email from [redacted]. It stated, “[redacted], thanks for the email. If you think my Tec damaged your drains lines by plugging the unit in you are out of your mind. My office talked with you this am to take care of the problem. You slander my company on the Internet or any other way I’ll be taking full legal action against you. At this point do not contact my office or me via email again.”I immediately called [redacted] and asked if he was aware that [redacted] had sent me this email. He said he knew about it. I told him I was fearful that he was en route to my home and my close to 80 year old father was there. I did not want a dangerous or escalated situation. [redacted] assured me that he was going to be unbiased and handle the situation.At about 1628 hours, I arrived home and met with [redacted]. [redacted] had already been in the attic. He explained that it looked as if the threaded fitting had not been properly attached to the AC unit, but further stated that, given the circumstantial evidence, his technician must have knocked it out of the AC unit. Based on that, [redacted] repaired the disconnected PVC fitting. He also pointed out that the drip pan, which had been funneling the water over-flowing from the disconnected pipe, had rusted out. [redacted] agreed, in writing, to repair the damage at his company’s expense and replace the drop pan at their expense as well. I have copies of all email, text and written correspondence if needed. I have photographs and video of the damage if needed. I have independent witness information from the electrician, which will corroborate my account of this situation as well.Should [redacted] and the repairmen who are fixing and repainting the dry-wall complete the repairs at no expense to me as promised, I will consider this matter with Iceman rectified. I think it prudent and pertinent to note that in [redacted]’s Revdex.com response, he notes that their tech did not work anywhere near the condensation lines. He is flat out wrong. He responded from a position of ignorance which, had he been willing to come out that night, would have been quickly remedied. Instead, he chose to argue and deny any responsibility, which aggravated the situation. I have no clue where he got the notion about [redacted]. I have never used [redacted], nor do I intend on using it in the future. What I can say is that had I chosen to post information about this situation on the internet, in no way shape or form does it constitute slander. These are all well documented facts that outline the situation with Iceman. Those facts aside, I told [redacted] that, based on his quick, positive and professional response, I would not post anything on the internet. I told him that I had contacted Revdex.com, but that no letter would be sent to the [redacted] (pending the satisfactory outcome of the events.)As I write this there are presently repairmen working on the drywall.Again, should all of the repairs be finished, I will consider this matter rectified and closed.Another pertinent fact to add is that had the technician only done what [redacted] originally stated, then the technician is negligent in not seeing the line disconnected from the unit. The line is immediately next to the unit and to the opening from the ceiling. I know this is not what happened, but [redacted]’s argument is self defeating. The line was clearly disrupted by the technician.Regards,[redacted]

My experience with Ice Man Cooling and Heating came about as I had multiple issues with 2 heat pump Trane units. One unit needed ( as it turned out a new capacitor as it would not turn on. That was replaced at a nominal charge and at the same time, they performed a total system check and actually cleaned the coils, check Freon levels, and lubricated the fan all at no charge. They guaranteed satisfaction and delivered much more! The other unit needed the condensate line cleaned out as it was not dripping; they blew it out and again check it totally. I was only charge the service call and the capacitor! On top of that, they were right on time, pleasant and listened to what I had to offer as to my issues. Very likely to recommend them as well as call if ever I need service.......

Ice Man Cooling and Heating is an excellent company. They arrived promptly and we're able to diagnose the problem and fix my air conditioner the same day. I would recommend there services to all my friends and family.

The whole experience with this company was amazing starting with setting my appointment, I got a message from Bree and called back and spoke with Ashlie Both were so pleasant and helpful and so willing to work with my schedule witch was awesome! Then when the technician came out he took his time and answered all of my questions I did not feel rushed at all he was very detailed in all of his answers but he dumbed them down so I understood them. My AC is working better than it ever has before, I am not worried one bit about this upcoming summer thanks to Iceman! I will definitely be using them in the future!!

Brock D[redacted] a service tech from Ice Man was out this morning to see why my AC compressor went out. Brock has been here before and each time he has been totally professional and did a great job on my 18 year old AC! He got it fixed and we can get cool again. Ice man Cooling has a top rating in my book!

Review: Ice Man Cooling and Heating was sent to us through our home warranty company as our A/C went out. We were told that we had a power surge and that several parts needed replacing but the technician highly recommended we upgrade and replace the unit. He would get back to us after getting the approval through the home warranty company. The claim was denied once because he wrote our receipt out made to the wrong person and house and the second time because they don't cover power surges, only normal wear and tear. Two other A/C individuals and our electric company said there was no power surge and that the control board simply burned out causing other items to go out. Giving the wrong customer information to the home warranty delayed everything for two more days. We could not wait to get a second opinion through the home warranty as that would take an additional two days. It was 114 degrees!!!! The estimate given to repair the unit was a minimum of $1,300.00 depending on what else they found wrong. We spent that night in a hotel as there are five of us living here and only one bedroom with A/C. We had our unit up and running the next day in 30 minutes for only $210.00. An additional part is needed to complete for winter and will cost another $250.00. Result, I feel they were scamming not only us but the home warranty company to get the business and make the extra money on hopefully selling us a new unit.Desired Settlement: I am requesting a refund of the $75.00 service fee and the hotel fee of $66.66, in addition to the $210.00 for the initial repair as we wouldn't have had to pay any more than the $75.00 if they had made the correct diagnosis in the beginning.

Business

Response:

First off I would like to apologize to the homeowner because she is not happy with our service. Unfortunately I have to respond because some statements in the complaint are not fact . In 20 years of being in the ac business I have never seen a control board damage any other items. Control boards only redirect power or transfer power, they do not act as a power source. A surge in power can come from another componant or motor and does not have to come from utility provider and a utility provider can not diagnos an air conditioner and would not be able to say this over the phone as they are not qualified to . As customer stated more than 1 item was damaged and also stated that our employee did say the board was failed, at this point I can only say he was right in his diagnosis as this complaint verifies. Also I can understand how this may look to the customer but the home warranty we work for and the customer is in a contract with, has very specific approvals and denials and we follow them to a T. The price of repair was given over the phone by an office manager and was just an estimate and without knowing what else was damaged a final number was never reached, also all pricing before customer is charged has to go through me and I would have charged under $400 for just a defrost board. We are a call committed company with the home warranty company and are held to a standard set in place by the home warranty and they will not allow these type of actions that the customer is stating we are guilty of. Customer used an outside contractor and also stayed at a hotel which is customers right, but both decisions were made by customer and not my company. I would suggest customer talk to home warranty for possible reimbursement for hotel. We would like to refund the serivce fee of $75 and give an extra $50 so the customer can go out to a dinner on us. Once again we do apologize and do understand.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,