The Cooler Company Inc

(The consumer indicated he/she DID NOT accept the response from the business.)
The cooler was placed by the installer without consulting with meThey then argued with my location as they didn't want to admit faultThe amount of repair is to fix the hole in the roof, replace shingles and move the cooler to the original requested locationAs for drywall repairs, the company installed the unit as a complete job and not with further chargesThis company is scary at best to deal withJob was NOT completed as quoted and their arrogance is obvious

The Cooler Co. installed a roof mounted evaporative cooler for [redacted] on 7/18/17. The installation requires some roofing and electrical, and we subcontract that work out. In this case, [redacted] had a roofing company that she was already working with, and requested that we use them for the installation....

Before the installation, we called her roofing company [redacted]., informing them that after our installation on 7/18, we needed them to properly seal the "roof jack".  This was communicated to [redacted] as well before the installation. On 7/18, upon completion of the installation, the lead installer [redacted], specifically recalls telling [redacted] on three occasions before he left, that he had sealed the roof jack to the best of his ability, and as previously discussed, this was not a permanent fix, the roofing company HAD to come seal it properly.    On August 9th, [redacted] called the office to let us know that the city inspection of the cooler had failed, and in addition, she had filed a complaint with the Revdex.com.    Included is a copy of the inspection report. It failed for 2 minor electrical issues, a strap needed to be added to secure the pipe holding the wires, and the electrical panel needed labeled. The electrician made the corrections almost immediately. The inspection also failed because the roof jack had not been sealed properly. We contacted [redacted], and were told that [redacted] had cancelled the roofing appointment because we had sealed it when we did the install.   I spoke with [redacted] regarding her complaint, and she denies that she cancelled the roofers. Now, in addition, she was unhappy with our installation because her roofer told her that we did not install the cooler level, and that one of the side panels was not closed all the way. She said that she felt that we left it off "so that she herself would have to get on the roof to close it."   After speaking to [redacted], I spoke with [redacted] at [redacted] he had not sealed the roof jack, but he highly commended our installers for the outstanding job they had done with the sealing the roof jack. In addition, he was concerned that the cooler had not been properly leveled as water was to one side in the bottom inside of the cooler, and the access panel was missing one of the clips leaving one corner of the panels open.     On the same day, owner [redacted] went to inspect the cooler. He found the cooler to be installed at the correct pitch making it perfectly level. Water was pooling inside the bottom of the cooler to one side, and this is exactly what it is designed to do. The only way that [redacted] the roofer would know the water was pooling to one side, was if he took the access panel off and looked inside. We came to the conclusion that [redacted] lost the clip that secures the panel closed.    The last part of this response had nothing to do with the original complaint, I figured it could be brought up in the response and am just wanting to be proactive.   To date, [redacted] still have not completed the work.       Thank you for your time and consideration,    [redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Owner of The Cooler Co. [redacted], met with Mr. and Mrs. [redacted] for an evaporative cooler estimate. [redacted] takes this time to educate the customer not only about the cooler, but also where the vents should be placed, the number of vents the unit should have to reach its highest efficiency (4 vents...

is what that takes) and where the cooler will be placed on the roof.. The [redacted]s house had previously burned down, and the new house was built exactly like the one they lost. They wanted the cooler that we were installing, to be installed in the exact way as the previous cooler, with 1 vent. [redacted] encouraged them to add more vents, allowing the unit to run at its highest efficiency, the [redacted]'s really did not want more vents, but they took our advice to add more vents, 2 at first, and eventually decided on a total of 3 vents. They also wanted the cooler mounted in the exact spot on the roof as the previous cooler. Most of the time it is that simple, and sometimes, the installer, will get in there and see a problem with the original plan, and that is what happened in this case. On the day of installation, the installer [redacted], discussed in detail with Mrs. [redacted], why it was not in their best interest to install the cooler the way they wanted. The previous cooler had 1 vent. If we placed the cooler in the spot they wanted, (with 2 vents) one of the duct runs to the vent would be over 30 feet long and the other duct would have been a straight short drop from the cooler. This would be the incorrect way to install the unit, it would have been very inefficient, and the only way we install evaporative coolers are the correct way. (We do consider ourselves experts on installing evaporative coolers, as we install over 300 a year.) Mrs. [redacted] agreed to all of our recommendations before we started the job. During the installation, Mrs. [redacted] asked the installer to add an additional vent to a basement bedroom. The installer discussed with her, how he would run the ducting to that vent, part of it would have to run through a closet, we would have to cut the drywall in the closet for this. The installer told her at the time, that we could patch the drywall for an extra fee, but Mrs. [redacted] said she would hire someone else for that. The installer added this extra vent at no extra charge, for a total of 3 vents. It is always better to communicate with all decision makers in the home, however, on the day of installation, Mrs. [redacted] seemed to be making the decisions.
After the installation, we received full payment in the form of a check, in the mail from the [redacted]'s, and not long after that, we received a call from Mr. [redacted] complaining that the cooler was not in the place that was agreed upon in the initial estimate with [redacted], also threatening to cancel the check he had mailed in. Installer [redacted]e spoke with Mr. [redacted], explaining why they had come to this decision, and at this time, Mr. [redacted] asked Tim if he would install more vents on the side, and Tim politely declined. We have not heard from the [redacted]'s since then, until we received this complaint. We are still willing to repair the drywall at the home owner's expense; we believe that the fact that another company is willing to take $5000 from the [redacted]'s to re-install the unit the incorrect way, speaks for itself.
Thank you
[redacted] Owner, The Cooler Co.

To say that we did not consult with the homeowner before changing the location of the cooler on the roof is completely untrue. The cooler was installed in its current location, only after the installer explained to Mrs. [redacted], that if the unit was installed in the original location that the customer wanted, one of the duct runs would be extremely long, upwards of 60ft, while the other 2 ducts would be much shorter, 15-20 feet long. The only ducts to receive air would have been the 2 shorter ducts, and little to no air would go to the longer duct. Mrs. [redacted] agreed with the reasoning and placement of the cooler prior to any work being performed. We should not be held responsible for Mr. [redacted] not making himself available for this decision. We feel that it is up to Mrs. [redacted], who agreed with the cooler location, to let her husband know why this decision was made.
The [redacted]'s roof is a very steep 10/12 pitch. The degree of difficulty is based on the steep pitch of the roof, it is not based on where the cooler is placed on the roof. To say that we placed the cooler where it was easier to install is totally incorrect and ignorant, to say the least. The only reason to install the cooler in its current location was for even and efficient airflow and performance. Had we placed the cooler where originally discussed, we would be dealing with a complaint that the cooler is not cooling the area with the extremely long duct. By the way, we have not heard this, which leads us to believe, that cooler is properly cooling the home. That is good news!
In regards to the drywall repair, this duct was originally going into a different room. On the day of installation, Mrs. [redacted] asked for a room in the basement to be cooled instead. The installer, his helper, and Mr. and Mrs. [redacted] were all a part of the decision on how the duct to the basement room would be installed through the closet in order to reach the basement. At this time the installer informed the [redacted]'s that drywall repairs would be needed in the closet, and that we could do that for an extra charge. They declined at this time. Again, I would like to point out that they were not charged extra for moving this duct. Also, our proposals clearly state that drywall repair is not included unless stated otherwise.
We have been honest and upfront with the [redacted]'s, they did not come to us directly once they remembered the drywall needed repaired, instead, they complained to The Revdex.com.
We should not be expected to pay for the cooler to be reinstalled incorrectly, or for any repairs needed as a result of the [redacted]'s lack of communication.. i.e. fix the hole in the roof, replace shingles etc....we will however, have the drywall repaired, at no charge, by a drywall company of our choice.
[redacted], Owner
The Cooler Co.