Ray O. Cook Heating & Air

This is the first time I have used Ray O. Cook and had the privilege to have Steve B[redacted] as my tech for the day. He was very kind, courteous and he had full knowledge of the workings of a A/C. He didn't try to push me into buying anything I don't need and I really appreciated that. Unfortunately, I'm not in a position to take on the maintenance of my A/C right now but should the time come, he's the one I will be asking for. What a gentleman!! I give him 10 stars and will recommend he and his company, Ray O. Cook for anyone's A/C, heater problems.

Nick S was honest, conscientious and informative. I would highly recommend him.

I had used the Ray Cook Co. a very long time ago at another home and remembered them to be very professional.
Needed a new HVAC system as mine was failing and interviewed several businesses. After deciding on Cook, they sent Paul M[redacted] to do the presentation and I was impressed with his knowledge and explanations.
For installation, I had Willie D. and Rick T., who were both very helpful and able to answer all questions well. They were both very professional and worked tirelessly in a very difficult situation regarding the attic installation of the heating unit, especially Willie.
I would highly recommend this companies services any time.
Thank you, Valerie

Mike T was sent out. There was a heat wave going on, so they were Super busy. Made it out & before gave a call he was running late( I like that). Came and did a super job! We are back with cool.

Very Happy with Mike T and the Team at Ray O Cook

Mike D

Excellent service and very informative. Technician was timely and very respectful to my home and property. Great job!

Steve went well beyond what was expected for the repair of our HVAC system.

Great Service and Reliable Information, [redacted] is a great representative of Ray O. Cook

Steve B[redacted] was very courteous and honest and that impressed me the most. He explained the issues to me so that I knew exactly what I was dealing with concerning the issue with my heating and air. He also left a breakdown of the work that was needed and how much it would cost me.

Review: On September 10, 2008 Ray O. Cook Heating and Air installed a new Trane Heating and Air Conditioning system (HVAC) at our address listed above. I chose Trane due to past experience with the system and the quality and dependability our heating and air conditioning provided to our previous home.

I cannot, however, make this statement with our current system. Since installation, this system has not performed properly. Specifically, the evaporative coil (coil) is leaking at the coil. The coil installed with our system is not a Trane coil and instead an Aspen coil. These coils are known in the industry to be defective, yet your company installed this type of coil with our HVAC system.

On July 27, 2009, not even a year after installation, Ray O. Cook replaced the originally installed Aspen with another Aspen coil due to the original defective coil. Since this time we continue to loose coolant in our system and your company continues to blame other reasons for the leakage. To the extent that your company then blamed the leak on our line set and on June 10, 2010 replaced the internal set with an exterior line set attached to our houses exterior with a galvanized cover at a cost of $900.00. Shortly afterwards, due to the poor workmanship and failure to cover the end nearest the ground of the galvanized cover, our home and they identified this galvanized cover as the pathway to our attic, two stories up. The cost for the extermination was $500.00. Even after installation of this new line set and galvanized cover we continued to experience leakage in our system.

Approximately every two years your company comes to our house to fill the system with refrigerant. Every time there is an excuse. One service technician even blamed the loss of refrigerant to vandalism. Stating that someone must have entered our back yard and stile our refrigerant!

At the beginning of July, 2015 I called your company @5:30 pm and you answered the phone. I explained our situation and that our system is not cooling our home. You then suggested that perhaps our system does not meet the heat specification for this area. Your company sized the system and told us what we needed. Once again, another excuse. Or, does this mean your company also installed the incorrect system and should replace the entire Air Conditioning system? A customer should expect that a professional company would install the proper system and should not be expected to inspect the system for local heat tolerances.

An appointment was scheduled and on June 16, 2015, service technician Rob Contreras, once again filled our system with refrigerant due to lack of cooling in our home and was surprised about the amount of refrigerant the system took. I explained the problems we have had since installation and he couldn’t believe the difficulties we have experienced with our HVAC system over the years and displayed true empathy. He stated, “I’ll bet you have an Aspen coil installed in your attic.” Upon inspection, he verified we do have an aspen coil. He said it would cost approximately $1000.00 to repair. I stated I would not pay a penny, since this system has never worked and we have only experienced problems since installation.

I then called you at the beginning of July, 2015 to ask if Ray O. Cook would finally fix this system and finally provide customer service, quality workmanship and materials. You told me you are not going to work on a system that is now 7 years old. I then asked again if you would work with us on the price. You replied no. I then ended the conversation and hung up the telephone.

Since this time, I have had three estimates provided by locally licensed and bonded Heating and Air companies. After I explained all the problems we have had with our system they have all unanimously stated, “This is a new system,” and “You should not be experiencing this type of problem, especially with a Trane.” One of the company representatives asked why a Trane coil was not installed. I did not have an answer since I assumed I was receiving a Trane system. I did not know I received less quality and defective parts upon installation (and replacement).Desired Settlement: I will ask again, will Ray O. Cook Company finally perform the necessary work on our HVAC system, installing quality parts with quality workmanship? Specifically, a Trane Evaporative Coil installed in place of the Aspen Coil and as should have been done upon initial installation and if the Air Conditioning system is not the proper type for this area we want the entire system replaced. If Ray O. Cook will not perform the work as requested and at no charge, then we demand payment of:

$2500.00 to repair the system based upon the bids we received

$900.00 for the un-needed exterior line set installed in June 2010

$500.00 it cost us for the exterminator

All my receipts are attached for your reference and to demonstrate the evident problem with our system. I anticipate a response by Monday January 11, 2016, before I take further action. Please keep in mind a court judgement can adversely affect your credit rating.

Business

Response:

Facts: 9/10/2008 – Called to home because AC was not running. Found 7 year old York system out of refrigerant. Located leaks in outdoor condenser coil. Recommended to get a quote on replacement. We got our comfort consultant out that same evening and contract was signed for new Trane system. 9/12/2008 – Installed new Trane heating and air system. System came with a 10 year parts and 2 year labor warranty. 5/19/2009 – System not cooling. Found low on refrigerant possible leak at Schrader valve. Tighten valve and recharged system. 7/21/2009 – Customer states AC is not keeping up with demand. Found system 2 pounds low on refrigerant. Added refrigerant. Will need to come back for full leak check. 7/27/2009 – Performed leak search and found coil to be leaking. Will need to install complete new coil assembly. 8/3/2009 – Installed new Aspen Evap Coil under warranty. 6/1/2010 – Customer called with no AC. Found system 4 pounds low on refrigerant. Because of previous problems the general manager requested an isolation test to be performed. This will isolate the condenser, lineset and evap coil. 6/7/2010 – Isolated the condenser, lineset and evap coil. Charged individually with nitrogen and brazed on pressure gauges. Will need to come back in 24 hours to see which lowered pressure. 6/8/2010 – Found existing refrigeration lineset to be the leak. Worked special pricing for customer of $900.00 because of all the troubles. 6/10/2010 – Replaced complete lineset and recharged system. Collected $900.00 9/12/2010 – Labor warranty expired 4/23/2012 – Customer has no ac. Found system flat on refrigerant (8 pounds). Will need to come back to perform leak search. Note it did make it through the 2011 cooling season with no problems. 4/24/2012 – Returned to locate leak. Spent 4.25 hours trying to locate leak. With an 8 pound leak there should be an obvious oil slick but nothing was found. Recharged system and installed locking charge port cap incase this was an act of vandalism. Did not charge for locking caps or refrigerant. [redacted] the general manager of Ray O. Cook Company spoke with Nicki and made an agreement to continue labor warranty until April 2014 because we were unsure of why there was no refrigerant. 4/24/2014- Extended labor warranty expired 6/16/2015 – Customer called with no AC. Found system 2 pounds low on refrigerant. Using electronic leak detector found leak in Aspen evap coil. Coil would be covered under parts warranty and labor to install would be $1,129.00, customer declined. We still added 2 pounds of refrigerant for free. Collect $65 for diagnostic. 7/10/2015 – [redacted] called [redacted] (General Manager) to express his concerns. [redacted] was very irate and loud requesting everything for free. [redacted] let him know that we could get the replacement coil under warranty and we could work on the labor pricing because of the on going concerns. [redacted] then stated again he was not willing to pay anything and hung up on [redacted]. Offering: - Because of the previous concerns we are still willing to work on special labor pricing for this customer. We will cut the labor to $464.50. I have called our local Trane distributor and worked out a deal to exchange the warranty Aspen coil for a factory Trane coil for just the cost difference which is $154.45. That will bring the total to $618.94. If you would like to proceed with this offering please let us know and we will get the Trane evap coil on warranty and set up a time to install.

Consumer

Response:

I am rejecting this response because: Thank you for your letter and intention to resolve this matter. However, after reading the response from Ray O Cook (contractor), I can see this situation will not be resolved easily.We thought we bought a Trane Heating and Air Conditioning system. It appears the contractor decided to substitute one key element for the system with a lower quality coil, namely an Aspen Coil. There ‘facts’ statement shows that within one-year of installation the initially installed Aspen Coil was replaced with another defective Aspen Coil. The original bill of sale is misleading too as the Coil was written up to state Trane/Aspen (see attached). Additionally, the contractor installed a complete lineset on the exterior of our home, which we highly question was even needed. The poor installation of this exterior lineset (it was not sealed at the base) allowed rats/mice to infest our attic space. The contractor’s claim on 4-24-2012 that they spent 4.25 hours at our home is not true. My wife remembers the service representative was there a couple hours. He then claimed our refrigerant must have been stolen. Lastly, the contractors claim on 7-10-2015 that I was irate and loud is simply not true. I asked the contractor if they were willing to work with us and he replied “no, he was not about to work on a system which is 7 years old for free,” I thanked him and hung up the phone.We have had continual problems with this system since installation and I do not intend to pay this contractor any additional money to repair and replace defective material they installed. This situation was caused by the contractors skimping on quality system elements and installing a low quality Aspen coil. Only now does this contractor offer to install a Trane coil with associate cost. A Trane coil should have been installed in the first place. We do not understand why the consumer should continue to pay for poor quality materials and labor costs to fix this problem caused by the contractor’s decision to install poor quality.Sincerely[redacted]

Business

Response:

I am sorry that we are not able to agree to a resolution. We are defiantly trying here at Ray O. Cook Company but it appears that unless everything is done for free and you are given a more expensive coil that you will not be satisfied. So I am not sure where to go from here. I will say that our offer will still stand and has been documented in our system in case you chose to proceed further in the future. With that being said below are some more facts from your response on 1/20/2016. 1) Ray O. Cook Company did not “decide to substitute” a lower quality coil. The coil model number is clearly listed on your contract. Aspen provides these coils to the local Trane distributor to match Trane’s specification and colors, that is why they are sold as Trane/Aspen. The Aspen coils are more efficient than factory Trane coils which rewarded you with a $750.00 Roseville Electric rebate. Without the Aspen coil your system would not reach the efficiencies set by Roseville Electric. 2) The lineset was proven to be the problem. We isolated the three major components (condenser coil, lineset, evap coil) and put them on separate pressure tests. We then left them over night to see which component lowered in pressure. It was found that the lineset was the only component to have a drop in pressure over that time period. This is how we know the lineset was a problem and was leaking. Also it is not standard practice to seal the base of lineset covers they are always left open. My personal home is the same way. 3) On the 4/24/12 visit our technician was paid for 4.25 hours. All time cards are verified by vehicle GPS before being submitted to payroll. Now the 4.25 would have included travel time from his previous call, but that is normally no more than 30 minutes at most. I explained the results and reasoning in the previous response. 4) The conversation on 7/10/2015 @1:58PM was documented in our dispatching program. I have no reason to record those notes unless it’s true, and to forewarn other office members of previous experiences with the customer. I am sure you can agree that someone hanging up on the other party is not the most rational thing to do to someone. In closing our offer still stands and is documented in our system if you choose to take us up on the offer. The repair would need to take place before 4/30/16 because that is when we enter our busy season, and it would be hard to fit a repair like this in.

Absolutely outstanding technicians. Steve was my technician and he was though, friendly and very efficient. He also answered any questions I had. I would definitely rate him a ten

Steve B[redacted] performed routine service call. He was prompt, efficient, answered all my questions and I have no complaints.

Dave, the technician called to inform me of his expected arrival and he was on time. He was courteous and knowledgable. He finished his work in a timely manner.

We had our A/C and furnace installed by Ray O. Cook Heating & Air and now have them come out twice a year for tune-up's. On 02-26-16, Service Technician [redacted] Page came out for a tune-up on our air conditioner. [redacted] was prompt (he came out during the 2-hour window promised and even called us when he was about 20 minutes away), very professional and courteous. [redacted] did a thorough job, gave us some suggestions but was not pushy in trying to get us to buy additional service or items. [redacted] was patient and answered our questions and even wore protective "booties" over his shoes whenever he came inside.

We had a complete heat pump heating & cooling system installed by Ray O. Cook Company on 12/18/2015. The entire process was very smooth and without a hitch. The old system diagnosis and proposal for the new system provided by Paul was exactly what we were looking for.

The installation crew led by Willie arrived promptly as promised, and they were very professional, knowledgeable, and thoughtful of our needs. The system install went very smoothly.

This crew definitely exceeded our expectations, and everyone from the office staff to the technicians was first class.

p.s. We have used Ray Cook in the past and each time the service has been very good.

Got the appointment in 2 days, Danny P[redacted] was on time, call to let Me know, very neat and clean, fixed the problem, for the amount that I was told on phone.
Very Happy will use again
Patty F[redacted]

Always satisfied with their services

On Time. Very Professional. Quick Courteous service. Customer Oriented. Steve Brown did a great job as always

Very professional. Friendly. Very knowledgeable. Arrived as scheduled. Performed their work, left job site clean.

Ray O. Cook installed my new HVAC several years ago and maintains it with two inspections yearly. The staff is competent, friendly, and very professional. It is obvious the founder chose his employees carefully, and that continues today. This past week I asked them, after the winter checkup, to come back and listen to a noise. Problem: I created the noise by having something backed up too close to the intake. I was embarrassed and apologetic, but Danny was understanding and a gentleman. This company is outstanding. I'd recommend them to anyone...don't even get a second opinion because no company could improve on these guys.

Ray O. Cook Heating & Air is a excellent company to do business with. From the estimator who came to our home, to the installation crew who installed the new Heating & Air conditioning system and the service personnel who service the units.