Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August ****** i signed contract to pay $10,000 for heat pump based on the warranties they showed me. From the begining i had nothing but problems with the unit,the original installers put wrong type of thermostat in,i complained constantly about it being cold in my home,an the power bill jumping up every ******** went from under 200 to now over 500 dollars.they made numerous trips to work on the unit. One part of the warranty stated that if i was not satisfied for any reason they would try to fix it or take it out an give me a refund.And that it would lower my power bill.I ask manager to take it out he refused.I complained about increased power bill,he told me we don't pay power ******** last complaint they did come back this time they replaced the coils.I had sent a email to president of company stating i thought i had a lemon or it was not installed properly.I was told by one of their employees that **** of employees were fired because the company found out they didn't have the experience.they claimed.the company should of went behind their work to make sure it was correct. Some of my rooms are still cold.and they took the unit i originally had in my home without telling me. I just want my old heating and cooling unit ******* wasn't perfect but i wasn't paying these high power bills,an i had my temp set on 78 sometimes higher.but with them i try to keep on 74..i shouldn't have to keep calling to make them do the right thing.this month bill is $552.i hate to think about next month.I am a retired senior citizen taking care of my elder sister we don't need this stress. I still have to, buy heaters to warm the room she is in.and i don't wanna do that for fear of a fire

  

  Business Response

  Date: 04/25/2025

  We have replaced or repaired any items that may have been causing an issue. As of February the system was working exactly as it should be working. The thermostat was being satisfied by the system above 74 degrees.  We do apologized for any inconvenience that was experienced.  There are multiple factors that impact the amount of electricity used in a home, but the **** system was left running in proper order. 

  Customer Answer

  Date: 04/28/2025

  Reject because the original thermostat installed was not for a heat pump. the coils and unit was both running continously because of that. My power bill was running around $200 before heat pump installed after it was over $400.March it was$500.since they changed the thermastat my last bill was $160 something.they did replace the coils but the problem continued until they replaced thermostat. So the coils were not functioning properly an they had someone install the wrong thermostat,which is why i belive my power bill was so high.I reject their explanation but i will say everything is working now an the power bill is like it was before the heat pump was installed.

• Initial Complaint

  Date:08/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/16/2023 Coolray company employees while attempting to remove a working gas furnace from basement did forget to turn off gas line and then cut gas line at furnace resulting in fire in basement and destroyed said furnace, some insulation, and left odor throughout home. 911 was called by then merchant had used a pair of players to turn off gas, *************** came and checked for heat and residual fire then they aired out home, and questioned Coolray employee who started fire he told them he did not have much experience in the business. I spoke to Coolray manager named ***** about damages he said he would make good on them but he wanted to finish job first. The next day 8/17/2023 he sent a crew over and they removed the old ductwork and replaced some of it and left Some central air vents open in my basement with no ductwork attached to new unit Coolray installed. Since job was not completed I have called about 10 times for answers but the manager ***** from Coolray will not come to phone. Numbers they gave me was ************.

  

  Business Response

  Date: 09/13/2023

  The furnace that was being replace is what was involved in the fire, the customer has a new unit in their home; their has been new runs replaced as well, we've been trying to get with the customer to complete the install and it was scheduled for this week Sept ***** but the customer is out of town but we have then scheduled on 9/19/2023 to add some additional runs we will also be providing free of charge a Captura Odor Eliminator a $400 value. Our system only shows 2 inbound calls from the customer and 3 outbound calls to the customer.