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:08/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We had used SmartCool to replace our HVAC system, at the end of July it had started not running properly. I contacted SmartCool and a service person had come out. He did not look in our crawl space despite him stating he had. Then he claimed that he couldn't because we had things in the way, my husband was home and would have gladly moved anything if asked. We now have a leak inside of our home from our unit due to this company that has damaged our ceiling.

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This company installed a new unit in our home about a year ago. They stated they would come back in two weeks to recharge the unit with freon. That never happened. ***** has called this company repeatedly with no answer. On July 24th our air conditioner finally went out. ***** tried another route and messaged the facebook page in which he finally got a response telling him they never received his calls and he did not leave messages. He sent them a screen shot where he has called 17 times and the dates of him leaving messages. He was told someone would be out to fix our air conditioner on Monday July 29th. They never called or came by. ***** tried calling and messaging and got no response from them. My family has been left in the heat and we have paid thousands of dollars to this company. They left our air conditioner unsealed and blowing underneath the house and the water draining from the air conditioner was just leaking into our insulation. We have a 10 year warranty with this company for the air conditioner and for them to come and clean it once a year. They have not followed through with any of the conditions.

• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  October 2023 a new heat/A/C and dehumidifier was purchased from Smartcool of Arkansas. It did not work. After months of repeated attempts to contact these people, someone finally came in April 2024 to replace the defective compressor. Following that, the unit was not properly draining therefore overflowing in the attic causing damages to our ceiling. The employees damaged duct work in the attic and the fuse box on the house. We had to pay an electrician to repair the fuse box. The duct work has not been repaired. We will need a contractor to repair the ceiling. We hired a different contractor to repair the drain problem, however at this time we are still unable to use the dehumidifier as the contractor will need to make further repairs to ensure the drain will work properly.

• Initial Complaint

  Date:04/25/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  We had our AC in the upstairs replaced on 03/13/23. On 03/16/23 we had heavy rain for about 10 hrs straight and later there was a brown spot on her ceiling and it was starting to leak. I tried to call them and wasn’t able to get in touch with anyone. The brown spot got bigger, as did the dripping from the ceiling. I called them first thing and explained what was going on and they said there was nothing they could do until at least Monday, 03/20/23. I said how bad it was and there’s was water in our attic. They said it would be fine. Monday, they someone came and confirmed that the guys didn’t seal something on the roof, he was unable to fix it because he didn’t have a ladder . I asked about wet insulation and the ceiling and he said it would be fixed next day. It rained again that night. The next morning while I’m gone, they come to do the repair. When I got home all they had done was sprayed KILZ, but nothing about the wet insulation. I called the company and the girl told me they did repair it and there was nothing else they could do. I asked for the owner to contact me. She said she would let them know. I called numerous times over several days and no one called me back and they stopped taking my calls all together in the office. I then reached out to them on FB on a post and they messaged me saying they did take care of it. They asked if I was upset about the paint color not matching. I told them no, I’m upset because they rigged the job. Our attic sat with water for days. I paid them nearly $8000.00 for service. I have tried on numerous occasions to get them to rectify the problem and fix the damage they’ve caused and they’ve blocked me from all communication. This has caused mold issues in our attic and in our daughter’s room. They also have not provided any form of paperwork to me regarding the service or the unit nor have they filed for the rebate I’m due from the energy company as they said they would. I’m unable to since I don’t have any of my paperwork.

• Initial Complaint

  Date:04/13/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I contact Smartcool to install two new ac units and make certain my heating unit was in good working condition for my upcoming Airbnb, their charge was $6,500.00… wherefore I was approved for financing by their partner Goodleap for over $20k in rehab work, so I end up contracting with Smartcool to replace around 6 of my property Spanish roof tiles & remove the blue weather tarp from it roof (for which I provided said tiles) and was charged $3,600.00 as well as paint the outside under roof & facial boards for which they over charged at $5,100.00. The blue weather trap was never removed and is still hanging in parts from my roof as an eyesore and the expensive paint job never got done. Yet Smartcool has collected over $15k., and because it’s been months and months since my business was supposed to open, its costing me thousands of dollars lost ever month. A few weeks ago Lori from Smartcool called me talking about how they can’t finish the paint job, etc and will just refund me $3k although they charged me $5,100., my response was they need to at least refund me $4,500 but has not heard back from these band of thieves since.

• Initial Complaint

  Date:11/21/2022

  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.

  I bought this unit 3 months ago just made my first payment on time and the unit stopped working. I called and left several messages. No one return my phone call, it’s been three days now it’s very cold in my home because the heat is not working. The only way I’ve been able to reach these people is in Facebook messenger and they still haven’t told me when they’ll be sending someone out. Just keep giving me excuses aren’t they don’t work on the weekends. They don’t normally have this problem of something happening. These are things that can be dealt with during normal business hours. Meanwhile, I am a single mother with a daughter and pads, and we are literally seeing our breath when we breathe and have yet to hear when they will be coming out. They still have not reached out to me. I have to send them 4 or more messages before I even get a response. I have to continue paying them alone with a product I didn’t even make it three months $20,000. I want the unit replaced and set up properly and them to clean up after themselves. If there is ever another emergency that they send someone out right away, not leave me and my daughter to freeze or three days. They can pay another company if they don’t have someone to come out.

  Business Response

  Date: 12/28/2022

  This customer contacted us the first time on a Friday night after 10:00 pm. We were not able to immediately get to them for service due to the time of the service request being submitted. She was informed of what would be taking place. Once we arrived to check the system there had been a power surge that blew the main fuse of the system. We replaced the fuse and got her system going. Heat was restored well before 3 days time.