Reviews

This profile includes reviews for Ice Man Cooling and Heating's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ice Man Cooling and Heating

  7721 E Gray Rd Ste 201 Scottsdale, AZ 85260-6912

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  Ice Man Cooling and Heating

  2602 W Lone Cactus Dr Ste F Phoenix, AZ 85027-2416

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  Ice Man Cooling and Heating

  2602 W Lone Cactus Dr Ste F Phoenix, AZ 85027-2416

Review Details

• Review fromBarbara T

  Date: 01/18/2024

  1 star
  Our heater from our heat pump was blowing out cold air and not warm air which is why we contacted our home warranty. They came up with the conclusion that we would need both thermostats replaces because they were broken, mind you the thermostats are NEW and were just installed last year. Our units are also NEW, installed in 2022.They very strategically put in their report that the reason was due to "not normal wear and tear" which is not covered by home warranty's contract so they could try and make their $400 along with the $85 service fee. "Not normal wear and tear" means, by legal definition, that there was intentional damage to something. Home warranty would have covered the thermostats if they had written that it was broken due to improper installation which was the root cause of the issue from what he told me while he was here... GRANTED, it was not even the reason because we got a second opinion and he fixed the issue in less than 30 minutes with the same thermostats.I contacted the contractor via text twice, no response. Also, ******'s front office to inquire why they had put not normal wear and tear instead of improper installation. The office manager, verbatim, told me, "in HVAC there is a distinct difference between not normal wear and tear and improper installation is." When I asked her what the difference was, she could not tell me and simply said, "They're just different." I then told her I was going to leave reviews, which I hold true to my word, and she says, "Well, you have to do what you have to do."I contacted my home warranty who sent another company out for a second opinion. The issue was not the thermostats. The new company just had to rewire the thermostats and said that the heater was not charged, which he said would have affected the A/C as well and the A/C was working prior. I kid you not, within ***** mins we were getting good heat and cool air. With the experience I had I wouldn't be surprised if Iceman tampered with our units.

  Ice Man Cooling and Heating

  Date: 01/24/2024

  We are contracted with American Home Shield (aka AHS) for HVAC services and were dispatched to this property for no heat. Our techs diagnosis was that both thermostats were bad and needed replaced. Our tech told the homeowner that he did not think this would be covered by AHS and gave an estimate to replace both thermostats for $400 and sent it into the office to be sent to AHS for authorization. ***** came to this diagnosis due to multiple factors. The homeowner stated the unit was installed in 2022 and this was a new issue, there was not a jumper wire on the thermostat, the wires to the thermostat were shoved into the area where prongs from the top plate plug into the base plate, and hvac unit worked when bypassing the thermostat. When sending a diagnosis into AHS we have to report what our tech found. In this case our tech reported that the prongs on the thermostat were bent because wires were shoved in the wrong spot. We sent it in as not normal wear and tear because this problem would not happen during normal use of the thermostat over time. This would not be reported as improper installation because the install of the unit itself or a part installed within the unit did not create the failure. Some examples of improper installation are as follows: the wrong size fan motor installed made the compressor overheat and cease; something wasnt sealed properly creating low airflow to the vents; the condensing unit wasnt level or balanced creating the unit to vibrate and rub a hole in a freon line etc.Normally if a homeowner has a problem with a diagnosis, we send a senior tech out to address the issue yet we did not hear from the homeowner until she called in demanding we change our diagnosis to improper installation so her repair would be covered. When told we have to follow our contract with AHS and we would not be changing the way we sent it in. She became extremely argumentative and interrogating every aspect of this job. In my 20 years of dealing with home warranty customers I have learned that its best to keep communication brief with homeowners who react this way when I have not had time to look into the job. We are also limited to the amount of information we can share with them under our contract with AHS as homeowners are customers of AHS not us directly. She did request AHS send another contractor to get a second opinion. I was able to speak to with the contractor that fixed her heating issue. He informed me that the thermostats were just missing a jumper wire which is needed to work in heating. He rewired the thermostats with the jumper wire and both units were working properly. We did not tamper with the units ***** is fairly new to being a service tech and he did misdiagnose the unit however this was not done with the intention of scamming the homeowner. ***** is a service tech and not expected to respond to text messages from homeowners on his personal cell phone. We have a main office line and office staff that deal with scheduling, recalls and any other communication with homeowners. This information is given to the homeowner from AHS when they request a service call. We were by no means trying to ignore this homeowner. Had she called the office directly we would have addressed any concerns before it escalated to this level. If there are any other questions or concerns, please let us know.

• Review fromCarrie H

  Date: 09/19/2023

  1 star
  Horrible, unprofessional, non-responsive company with no compassion for customers. Theyve left my two young children and me without air conditioning for weeks because they wont respond to the home warranty company. They should be ashamed by how they run their business.

  Ice Man Cooling and Heating

  Date: 09/21/2023

  We service over 35 calls per day.  I can not respond as there is no property address or last name with this review.

• Review fromTeaona P

  Date: 08/10/2023

  1 star
  This company is a scam through and through BEWARE BEWARE BEWARE!!!! If your warranty attempts to dispatch GET ANOTHER VENDOR. They sent a tech out who went up on my roof for an hour diagnosed that my blower motor was faulty & then submitted to AHS that they could not access the motor due to the elbow duct being in the way. how can you make a diagnosis on something they could not access. They have tons of ***************************** reviews detailing the scam they are in cahoots with AHS on. They come out diagnose, claim access issues, collect the service fee & stop answering the phone. Which in turn gets your claim denied & youre left paying out of pocket with no AC for days. The tech flat out falsified my diagnosis then lied right to my face. I should have known something was up when he kept saying its gonna cost you more I called out a separate contractor who was up & back down in less than 30 minutes took picture proof that the blower was accessible & two guys came & confirmed it was accessible & the duct icemans tech was referring to is on the BACK of the unit in no way obstructing access. STAY FAR AWAY FROM THEM!!!!

  Ice Man Cooling and Heating

  Date: 08/14/2023

  We went out to this property thru American Home Shield warranty company. Our diagnosis was submitted to American Home Shield. We have no control on how they authorize their homeowners job. This is not a reflection of our company and this homeowner is not our customer but a customer of American Home Shield. This review should go on them not on our company. If you have questions please call our office. Thank you.

• Review fromRosario F

  Date: 07/19/2023

  1 star
  I requested service on July 6th .we live I. AZ AND THE TEMPERATURE IS 120+ DEGREE. WHEN I SPOKE TO TGE REPRESENTATIVE SHE GAVE ME A 5 DAY WINDOW TO COME TO THE SEE WHAT WAS GOING ON.I EXPLAIN TO THE REPRESENTATIVE THAT MY PARENTS LIVE THERE AND THEY ARE 80 YEARS OLD SHE DID NOT CARE WE WAITED 7 DAYS TO HAVE A PIECE OF THE ** BEEN CHANGE AND STILL NOT WORKING..I CSLLED AGAIN AND THEY WERE SETTING ANOTHER APPOINTMENT WITHI. 7 DAYS .MY PARENTRS ARE NOT ABLE TO DEAL WITH THIS HEAT.AND TGE OTGER REPRESENTATIVE SAID WELL THERE IS NOTHING WECAN DO. AFTER THEY CHARGE THEY CHARGE 125 FOR THEIR VISIT.

  Ice Man Cooling and Heating

  Date: 08/14/2023

  This review is based on service thru American Home Shield home warranty. We requested American Home Shield put us on hold due to being over loaded with calls. Their dispatch department took us off hold without our knowledge once we realized we had our contract relations rep put us back on hold. This went on over and over. This is out of our control. Also the customers do not pay us they pay the home warranty company.

• Review fromJohn L

  Date: 08/31/2022

  1 star
  Very poor. Wouldnt cool a dog house . Total waste of money

  Ice Man Cooling and Heating

  Date: 09/07/2022

  We have not done any work for the person above and do not work in the zip this needs to be removed ASAP