Air Conditioning Contractors
CoolAir Conditioning, Inc.Complaints
Customer Complaints Summary
- 7 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Initial Complaint
Date:05/27/2025
Type:Service or Repair IssuesStatus: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.
The technician came out in early March for regular service contract and did VERY little. I had to leave for work and my neighbor came in to watch and she said he left after I did! He didn't even clean the filter or suction the pan or pipe! New technician came out Mar. 17 stated I need Capacitor fan and hardstart at a cost of $570. Tecnician came out for 2nd regular service contract on Friday May 16th and did all the service items. He left saying that the amps were high and the unit was "on it's way out", I text him a few hours later that it wasn't blowing cool air. He stated he would check the price for a new unit and contact me on Monday morning. I spent the weekend in 90% weather with no air. He charged me $258 for a new service contract. I looked up my paperwork on the unit and text the tech again over the weekend to please check the warranty as the unit is only 7.5 years old and to also cancel the service contract. He said he would transfer the service contract to the new unit and check the warranty!! He text me back Monday that it was NOT under warranty. Earlier on Monday I contacted another company owned by a friend and he came out immediately and checked the unit (it's on the roof of a 3 story ***** stated that the switch had been turned off so turned it on and checked the amps, they were fine, the freon was fine and the unit still has warranty until 2027! I'm now questioning whether I needed the $570 worth of items at all and if so were they parts or labor that were covered under the warranty??Business Response
Date: 06/17/2025
The technician came out in early March for regular service contract and did VERY little. I had to leave for work and my neighbor came in to watch and she said he left after I did! He didn't even clean the filter or suction the pan or pipe! New technician came out Mar. 17
RESPONSE: (I do not show a call in early March. Our technician originally arrived on March 17, 2025 for a service call, not a regular maintenance. The unit was not cooling and the customer called to ask for repair service. The technician checked the capacitor, which needed to be replaced and added a hard start to the unit to help the unit not labor on startup. The unit is 8 years old and showing signs of age. The amps are high on the condenser and the customer was informed that, while we have it cooling for her again, unit may continue to show wear and tear and eventually need to be replaced. The customer was happy and signed the service ticket.)
He stated I need Capacitor fan and hardstart at a cost of $570. Tecnician came out for 2nd regular service contract on Friday May 16th
RESPONSE: (This May 16th visit was for the semi annual maintenance. We do not have service contracts. Rather, what Mrs. ******* is referring to is a maintenance agreement. Maintenance agreements give the customer two maintenance calls per year to tune up the system, change the filter, take amp and draw readings etc. It is a 21 point checklist. Servicediffers in the fact that it is a response to a need for repair. So when called out for a service call, we do not perform all of the maintenance checklist, we perform the repair service needed. At this maintenance visit, *********** opted to renew the annual maintenance agreement.)
and did all the service items. He left saying that the amps were high and the unit was "on it's way out", I text him a few hours later that it wasn't blowing cool air. He stated he would check the price for a new unit and contact me on Monday morning.
RESPONSE: (2 weeks after this maintenance visit and agreement renewal, Mrs. ******* refuted the credit card charges and canceled the agreement. Coolair refunded her money in full.)
I spent the weekend in 90%weather with no air. He charged me $258 for a new service contract. I looked up my paperwork on the unit and text the tech again over the weekend to please check the warranty as the unit is only 7.5 years old and to also cancel the service contract. He said he would transfer the service contract to the new unit and check the warranty!! He text me back Monday that it was NOT under warranty. Earlier on Monday I contacted another company owned by a friend and he came out immediately and checked the unit (it's on the roof of a 3 story ***** stated that the switch had been turned off so turned it on and checked the amps, they were fine, the freon was fine and the unit still has warranty until 2027! I'm now questioning whether I needed the $570 worth of items at all and if so were they parts or labor that were covered under the warranty??RESPONSE: While the main components of Mrs. ******** unit are still under the manufacturer warranty (for defective parts), the capacitor which was relaced only has a five-year warranty and hers was 8 years old, three years beyond the warranty time. The hard start was approved by Mrs. ******** and this is to assist the unit on startup and inevitably prolong the life of the system. The only other charge was the service call and diagnosis.
RESPONSE: I do not show that a technician came out in early March and again in May for maintenance. We did come out in May as described above, but would not come two months after the last maintenance. These maintenance visits are performed very six months.
RESPONSE: Mrs. ******* called the BBB to complain back in 2018 because she did not like the municipality inspection process. She also complained (after being satisfied the day of service) after her May 16, 2025 maintenance visit and later refuted credit card charges. Coolair fully refunded her and put her on a Do Not Call / ************** status. Now she is complaining about the previous ************* call. We feel this is a customer that we are not able to satisfy and welcome her to use another company and wish her the best.Customer Answer
Date: 06/17/2025
Complaint: 23378088
I am rejecting this response because: Your technicians know EXACTLY what they did and when they came out! I requested ***** (due to the first tech not doing anything as far as the service contract I paid for the last time) ***** was the only one who I thought I could trust but after he came out the new company found the switch to be turned off on the roof and ***** advised me I needed a new unit and had NO warranty left ALL FALSE!!! I really don't care anymore what you do or how you handle it, I will not use your company again nor will I reccommend you to anyone here in the community (pretty sad and unprofessional cause I purchased 2 units and my parents used to use you also!) The new company provided a stand alone unit for the weekend without A/C and took care of everything (that is they turned the switch back on that was turned off) and printed out my warranty that ***** stated I didn't have??? Please remove my address and number from your list of customers.
Sincerely,
***** *******Initial Complaint
Date:10/23/2024
Type:Product IssuesStatus: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.
The company sent out an unqualified technician for preventative ** services. The technician didnt perform services, damaged my property, told me all sorts of things wrong with my **, mold and concerns for my health. Then showed me a variety of products to sell me to fix but never gave pricing and what services were performed - NONE It became apparent that this wasnt an ** service but rather descriptive practices for sales to show all the things to frighten me for my health and what I should buy. No service or immediate remedy for all they was supposedly found. The technician damaged my air filter and then left me with no air filter. I called the company over the weekend to request help for this And received no help from the company. I finally went out and bought my own replacement air filter. The company wanted to charge me to replace my own air filter that they damaged?I called back and pressed the company and they insisted on sending me back the same unqualified technician. Thats their policy they stated. I called back again to request a refund and **** At the company informed me that they were aware of that service technician having issues and I was told that person was no longer with the company. I again requested a refund and was told that this would be discussed with the owner and someone would get back with me Weeks later, no one has returned my call or refunded me so I called again today and was told by ****, That the Service Manager or Owner was supposed to get back with me. I told him that I was done calling around and that I was going to report them and not only did. They owe me a refund but for my damaged air filters and for what they put me through and left me without an air filter in my ** unit due to their negligence. I understand things happens sometimes however they failed to refund me, knowing that the service provider was an issue.Business Response
Date: 11/18/2024
This customer cancelled their check and received free services, even though they did not report any issues with the actual serivce.
No refund is due.
Business Response
Date: 11/22/2024
Please see response below.Customer Answer
Date: 12/02/2024
Complaint: 22462332
I am rejecting this response because:please see attached
Sincerely,
**** ******Initial Complaint
Date:03/11/2024
Type:Service or Repair IssuesStatus:ResolvedMore 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 Coolair replace our A/C unit. The install was not done correctly -the intake and venting were backwards They said it was no big deal that it happens. We had just spent thousands of dollars and it was the hottest summer we have had in a few years and now we had no working AC unit.They come out the second day to correct the unit install. -Because it was a ceiling unit they had to go into the attic and make the repairs.It seems this activity disturbed the entire integrity of the structure.Now the ceiling is sagging and giving us great safety concerns and the longevity of our investment.I found it difficult to communicate with the company as they would not return calls or emails. I found the staff **** not easy to work with and not have any empathy for me our my family.Once we voiced our concern loud enough they came to our home and said the sagging ceiling was a previous issue not the installation of the unit .I trusted this company to install our new AC in a safe manor and it wasn't. If there was an issue it was never brought to our attention.Now Coolair wants us to pay for the repair completely.I consider myself a fair and reasonable person, but they came to our home blamed us completely and expect us to pay for the repair.Customer Answer
Date: 04/01/2024
Better Business Bureau:Coolair finally returned our calls and came and made the repairs on Friday 3/29. We are happy with the repair.
Sincerely,
***************************Initial Complaint
Date:11/10/2023
Type:Service or Repair IssuesStatus: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 MAY 18TH 2023 A NEW COMFORT MAKER WAS INSTALLED. LESS THEN A MONTH AFTER THE A/C **** BEGAN TO MAKE CLICKING NOISES. THE INSTALLER ," COOL AIR" HAS BEEN TO MY HOME OVER A DOZEN TIMES ATTEMPTING TO REPAIR A " BRAND NEW ****" TO NO AVAIL. THEY HAVE REPLACED THE ***** THE BLOWER, THE HEATING ELEMENT, BLEW OUT THE ***** LINE, REPAIRED THE SHOTTY INSTALL WHICH CAUSED THE **** TO LEAK ALL OVER MY HOT WATER HEATER INTO THE CATCH BASE FOR THE HOT WATER HEATER. ONE OF THE TECH'S WHO HAS BEEN DOING THIS FOR OVER 20 YEARS SAID HE'S NEVER SEEN ANYTHING LIKE THIS AND CAN'T FIGURE OUT HOW TO REMEDY THE PROBLEM. THEY HAVE REPEATEDLY TOLD ME THEY HAVE TO GO THROUGH " PROTOCAL" WITH REGARD TO THE MANUFACTURER WHICH HAS BEEN DONE .. THERE IS NOTHING LEFT TO REPLACE OR FIX. THIS IS A OR AT LEAST WAS A BRAND NEW ****. I HAVE ASKED FOR A REPLACEMENT OR REFUND FOR OVER MONTHS NOW .. ONCE AGAIN, TO NO AVAIL. I HAVE HAD IT WITH THIS COMPANY AND NOT SURE WHAT MY NEXT STEPS WILL BE !Business Response
Date: 12/01/2023
Coolair has been attentive and caring for ******************* every time she has let us know she hears a particular noise coming from her AC unit. Our technicians have been working diligently with both ******************* and the system manufacturer to investigate every possible consideration. We have replaced the blower and assembly, the evaporator coil, the *** valve and the heater all on the speculation of a slight ticking noise that is heard by ******************** ******************* herself says that the noise seems to only happen when our technicians or the manufacturer reps are not present.
All of our work for ****************** has been under warranty and at no cost to her. The Manufacturer *********************** has been wonderful communicating and *********** to do all they can to assist in discovering a noise and its source.
We are again scheduled to return to Mrs. ******** home on Wednesday, December 6,2023. Never have we ignored her or blown her off,but rather dedicated time and sincere effort to resolve the noise she seems to hear. This is no fault of Coolair nor our installation crew nor our service department.Customer Answer
Date: 12/04/2023
Complaint: 20850158
I am rejecting this response because:FIRST, LET ME ADDRESS THE **** THAT THE ****** DO HEAR THE ***** AS THEY HAVE STATED. ******, ONE THE THEIR LEAD ****** HAS NOTED THIS AND STATED HE'S NEVER SEEN ANYTHING LIKE THIS AND NEVER HAS HE NOT BEEN ABLE TO FIX A PROBLEM, SO THAT'S A LIE ! ****, ANOTHER ONE OF THEIR TECHS STATED " IT BOTHERS YOU, IT DOESN'T BOTHER ME. SECOND, AND MORE IMPORTANTLY I NOW HAVE A ***** LEAK COMING FROM THE INSIDE UNIT THAT WAS DETECTED WITH A METER THE LAST TIME THEY WERE HERE. THEY ARE COMING BACK TO REPLACE THE SAME COIL THEY REPLACED A MONTH OR TWO AGO. THEY HAVE REPLACED EVERY NUT & **** IN THIS " BRAND NEW " A/C UNIT POSSIBLE. IT APPEARS THEY ARE NOW JUST BUYING TIME HOPING MY SERVICE WARRANTY WILL EXPIRE. THIS HAS BEEN GOING ON SINCE MAY OF THIS YEAR, NO ONE SHOULD HAVE TO GO THROUGH WHAT I'VE GONE THROUGH FOR THE PAST 6+ MONTHS. MY LIFE HAS REVOLVED AROUND TRYING TO FIX THIS PROBLEM. BUT NOW IT SEEMS THERE IS AN EVEN BIGGER PROBLEM OF THE ***** LEAK.
Sincerely,
*************************Business Response
Date: 12/28/2023
***************************:
12/28/2023:
Coolair continued to pay close attention to ************************* and her concerns. After multiple trips and investigations, a small leak was discovered in the evaporator coil. Coolair completely replaced the evaporator coil. The unit is operating beautifully now, the noise is gone and ************************* signed off that she is 100% satisfied.Initial Complaint
Date:06/30/2023
Type:Service or Repair IssuesStatus: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.
This company installed an AC unit that lated a little over 4 years.When it was installed the installer forget to put in the filter causing years of fees and damage.The owner now refuses to repair the unit.Business Response
Date: 07/14/2023
The reason Mr. Jasper called Coolair was to ask for a special deal on a new a/c unit, which he got. The filter our tech found in the unit was a disposable temporary filter. We ordered a full case of pleated filters for Mr. ***********;and delivered them ourselves. We did not charge him for these filters. These were delivered September 27, 2019. We have documentation and GPS to illustrate this.
With new unit sales, we gift a one year Preventive Maintenance. This allows the customer to have maintenance service done every six months. Mr. Jasper has only had his unit maintained once in almost four years. The date of his only maintenance was February 17, 2020. At the time of this first maintenance Mr. Jaspers coil was cleaned with a brush, sprayed with sani fresh and everything was working fine.We have not seen nor asked to be seen Mr. Jaspers unit again until May 2023. Mr. Jasper was called July 29, 2020 to remind him of a timely maintenance. He did not respond. He was called again December 18, 2020 to remind him again of a due maintenance but did not schedule one, instead said no one ever came out when he asked for filters. (Which is not true, he was gifted a whole case of filters.) On March 1, 2022 Mr. Jasper was called again and would not schedule a maintenance, instead said he would call Coolair back but he never did. Coolair called again on March 8, 2022 and left a voice message. Mr. ***********;did not respond. On May 19, 2023 Mr. Jasper called Coolair to report that his unit was not cooling. We serviced his unit the same day. His fan motor was not working due to his unit being impacted. His drain line was also clogged. Mr. Jasper was told that units must be maintained in order to work properly and Mr. Jasper has only maintained his unit one time for a free maintenance in almost four years.
There was no improper installation. Mr. Jaspers unit was inspected and passed inspection on all points and operated without any complaints or indication of problem for another three years. Mr. Jasper was explained that if there is a manufactured defective part, then he is covered under a manufacturer warranty. Coolair gifts our customers a one year limited labor warranty that will also cover the labor involved in any manufacturer defective covered part.Mr. Jasper was almost three years out of that limited labor warranty.
Mr. ***********;has done nothing but argue. Mr. Jaspers fan motor was ordered immediately and we have no control over supply chain or delivery.I have a full transcript of our text conversation back and forth and it is quite evident that **************** was very disrespectful and rude. Never was it said or indicated that maintenance had to be done by Coolair. It just needed to be maintained in order to run properly.
It was Mr. ***********;that said in precise words that no matter what we did he would not be happy. Therefore, Coolair suggested that Mr. ***********;work with a company he would be happy with. Any licensed a/c company will have the warranty. Suggesting he go to another company was done as a last resort because of his behavior.We wished him the very best. He then said that he was contacting his attorney. At that point, we agreed and asked that all further communication to be exchanged between attorneys.
It is difficult to please everyone, however, Coolair has an excellent reputation of going the extra mile for our customers. I will not tolerate nor will I allow anyone to verbally abuse, bully, or disrespect any of my employees. When unreasonable demands are made and lawsuits are threatened, we feel it is best for another company to satisfy them.Customer Answer
Date: 07/17/2023
Complaint: 20257067
I am rejecting this response because: I now have written testimonies from 2 different HVAC companies stating that the unit was improperly installed. Not only was the outdoor fan blowing in reverse, Coolair was going to charge me almost $2000 to install a new compressor (that was under warranty). Diamond ****************** only charged me $150 to wire the existing compressor correctly. I DIDN'T NEED A NEW COMPRESSOR! I went almost 3 weeks with no AC in July with 3 kids at home. ALL THEY HAD TO DO IS WIRE IT CORRECTLY!But do you think Coolair will call me or even try to make this right? No they wont.
This now makes me wonder if Coolair was trying to make money off of wiring the unit incorrectly. Forcing me (in July) to pay them to fix it.
AND NO PAT... NO ONE WOULD BE HAPPY WITH THIS, NO MATTER WHAT YOU DO. BUT YOU TAKE CARE OF IT ANYWAY. Coolair does not stand behind their service or their products.
Sincerely,
*********************Business Response
Date: 07/19/2023
I can only repeat that ****************** AC system was installed properly and passed inspection on all points by the proper municipality inspector. It ran without incident for almost four years. It was only maintained one time (free maintenance given by Coolair) in that almost four year period and was impacted upon service call in May 2023.
If **************** has his issue fixed and it is running properly now, we are very happy for him and he too should be happy. Coolair is not responding to *************** because **************** instructed us in no uncertain terms that his attorney would be the one contacting us; and at that point it is proper protocol to allow all communication to be between attorneys.
Coolair does not sabotage any systems and is well known for going the extra mile for their customers.
We wish you the best ****************Initial Complaint
Date:12/27/2022
Type:Billing IssuesStatus: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.
December 21, COOLAIR came to install our unit. We had extensive mold and drywall issues behind the handler, due to ***. It was all set up with COOLAIR and my HOA. COOLAIR arrived, had issues with our old unit, even though our salesman had seen the unit twice. COOLAIR had to wait while the mold was cleaned and drywall reinstalled. This was ALL agreed upon prior to the install. I was notified after the unit had been installed we would be charged $200-$900 due to the delay, that was pre-arranged and did go down as planned. COOLAIR walked off the job without completion, due to the fact we wouldnt pay the extra money??? That was never explained why and where the extra money was going and why????? It was a dark cloud, and then a cold one during the holidays. They are now threatening to remove the unit inside and on the roof? Who does that? I would like the job completed and pay the original amount agreed upon. We have paid $3000 up front. In my opinion, this appears to be price gouging during a very difficult time in South *******, sad.Business Response
Date: 01/23/2023
***************** asked us to delay the install until the drywall repair was completed, we agreed to wait and schedule the install after the drywall repair was completed. We were told the drywall would be complete upon our arrival to install her HVAC system. When my techs arrived they discovered the drywall people were in no way done with their work. We started working in areas that (roof..ect) we could while the drywall people were trying to finish up. After realizing that the drywall men wouldn't be done working there for the rest of the day, we suggested we come back and complete the following day because we had another install commitment we were already late getting to. ***************** begged us to stay, we told her that she would have to pay for what time we had to wait on the drywall contractors, she was told how much and agreed to the amount and was very grateful and understood our situation and was disappointed in the drywall contractor. When *************** arrived home and the final invoice was explained to him as it was when ***************** agreed to the additional charges, *************** began screaming at my tech and threating him to the point when our tech had to call the office and talk to **** the owner. *************** proceeded to f bomb me and told me to get the unit out off his building to put his back in. I told him I would remove our equipment but would not put his back in. He then would not let our tech back in his condo and said we would be trespassing if we removed anything and he was getting a lawyer. **************** then stated that they filled a complaint with the Attorney General and we would be trespassing if we entered their property. They also filed a complaint with the BBB to which I am now responding.
Customer Answer
Date: 01/23/2023
Complaint: 18642900
I am rejecting this response because:There are very many statements made by the business that are non- factual. On many of them we have proof to disprove them.
Sincerely,
*************************Initial Complaint
Date:10/27/2022
Type:Service or Repair IssuesStatus: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.
By far worst company. Ive used them over 5 years now. Even installed my current hvac. With that being said after the hurricane and being a loyal customer I have never experienced this from any company. When I called initially they told me to even make an apt I had to pay ******. Which was shocking because *** never in the last several years had to do so. Okay, fine. I paid it. I have four kids and need ac. Then after telling me they need to pull the coil out and clean it. I have to pay ****** now but they cant come for a whole other week. But if I want this appointment I have to pay now and wait until next week. I declined called weather control. They waved my service fee and are coming now and said to clean a coil is way less than ******. I will never call this company again. Its absurd to treat your loyal customers in such manner and if you keep doing so you wont have many left.Business Response
Date: 11/30/2022
We are sorry that ********************* feels that way about us. We have always charged a service fee, the reason ********************* had not paid in the past is because her first visit with us was the purchase of her air conditioner on 7/15/19, which means she has been our customer for 3 yrs not 5.. With the new purchase we included a one year free maintenance contract "PMSA". The visits we made during the first year were for maintenance which were covered under the PMSA.
Her last maintenance done by us was on 6/16/2020. ********************* called us out for a no-cool on 10/26/22, her PMSA contract expired on 4//23/22. She was told the service call would have to be pre-paid before we send out a tech which has been our policy for years. Upon arrival, we diagnosed her coil as being totally impacted, and so was her blower wheel. She had missed her maintenance and clearly did not change her filters. Our fee for removing her coil and blower wheel, cleaning both and reassembly is $750.00 which has been industry standard rate for years. I'm glad that Weather Control was able to take care of her problem I do hope they did a pull and clean and not a clean in place because the coil needed to be cleaned from the inside out. We wish her the best with her new company.
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