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:07/13/2025

  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.

  On April 30, 2025, I purchased two new Lennox variable-capacity heat pumps from Cool Air Mechanical (one for the upstairs of my home, one for the downstairs). They charged me nearly $40,000. The systems were installed on May 5.I was initially interested in purchasing two single-stage heat pumps, since that was what I previously had. The sales representative (S.B.) talked me into the more expensive variable-capacity systems by telling me how efficient they were, how good they were at both cooling and removing humidity from the air, and how I would see cost savings on my power bill almost immediately. I do not believe that S.B. did the sort of investigation that he should have to determine whether variable-capacity systems were actually a good fit for my home and its ductwork.Since installation, both systems have been problematic. The downstairs system is inefficient and runs for long periods of time before it reaches the temperature set point, if it ever does. The upstairs system has experienced multiple complete failures, resulting in service technicians coming out on at least the following dates: June 7, June 9, June 14, June 26, July 6, and July 8. The problems are continuing and are not yet solved. Each time, the representative(s) who come out purport to have identified the problem and fixed it. When it later becomes clear they did not, they have admitted that their prior diagnosis "was just a guess."It is my opinion that Cool Air is intentionally introducing friction into the process of addressing this, so as to discourage me and other consumers in this position from obtaining relief. They are forcing me to go through an endless series of repair attempts, which in the last 2 months alone has resulted in numerous days without working air conditioning in the portion of my house where the sleeping spaces are (in *******, where temperatures are high). Their focus is exclusively on their own profit, not on providing service to customers or standing by their work.

  

  Business Response

  Date: 07/14/2025

  Thank you for the opportunity to respond to the concerns raised by our customer regarding the installation and performance of two Lennox variable-capacity heat pump systems at her residence.
  
  First and foremost, we want to express our sincere apologies for the frustration and discomfort the customer has experienced. Since learning of these concerns, I have taken personal ownership of the case and have maintained regular communication to ensure progress toward a resolution.
  
  On May 5, 2025, Cool Air Mechanical installed two Lennox variable-capacity heat pump systemsone for the upstairs and one for the downstairsfollowing a consultation with one of our sales representatives. While the customer originally inquired about single-stage systems, the final decision to proceed with variable-capacity equipment was based on the superior performance, energy efficiency, and humidity control features of these systems, especially when paired with compatible thermostats.
  
  The customer retained her EcoBee thermostats, which, although advanced, are not fully capable of communicating with and managing the modulation features of variable-capacity equipment. Whether our team recommended retaining the ******* is currently under investigation. If it is found that our personnel advised this contrary to best practice, corrective disciplinary action will follow.
  
  In an effort to fully resolve the matter, we are replacing both EcoBee thermostats with Lennox S40 smart thermostatsthe highest-end controls available for this systemalong with shielded wire, at no cost to the customer. This work, valued at approximately $4,800, is being completed at no cost to the customer, as a gesture of good faith to help restore the system's functionality and performance.
  
  In addition to thermostat compatibility, we have addressed mechanical issues with the upstairs system, specifically replacing a TXV and low-pressure cutoff switch, both under warranty. We also provided a spot cooler to ensure some temporary relief for the upstairs space while repairs and diagnostics were ongoing.
  
  The downstairs system was not previously mentioned in our communications with the customer. However, during our upcoming visit on July 15, our field manager will perform a full inspection of the downstairs system to address any concerns and ensure both systems are functioning as designed.
  The customers systems include 10 years of parts warranty, and up to 10 years of labor warranty, which remains active so long as a Preventive Maintenance Membership is maintained annually through Cool Air Mechanical.
  
  Additionally, the customer has Comfort Shield protection, which allows her to obtain warranty service through any authorized Lennox dealer at no cost, should she choose to transition service to another provider. That said, we remain wholly committed to resolving all outstanding issues and continuing to provide service as long as the customer wishes.
  
  All post-installation visits and work performed have been completed at no charge, and our goal has never been to introduce delay or frustration, but rather to identify and resolve the root cause of the performance concerns.
  As an additional goodwill gesture, we have extended the customers Preventive Maintenance Membership by three (3) years beyond the one year already included with installation, bringing her total maintenance coverage to four (4) years at no additional cost.
  
  While we understand the customer would prefer a full refund and removal of the installed equipment, this request falls outside the contractual right-to-cancel period as outlined in the signed agreement. As such, this is not a decision that lies solely with Cool Air Mechanical. Given the nature of the request, it would ultimately be up to ********* equipment manufacturerand the directors of any partner program through which the purchase was made to determine whether such an extreme measure is warranted. However, based on the nature of the issues (a failed part and thermostat compatibility), we believe they can be fully resolved without equipment removal.
  
  We remain committed to seeing this matter through to resolution. We strongly believe that, with the installation of compatible Lennox thermostats and completion of the system inspection, the performance concerns will be resolved and the systems will deliver the comfort and efficiency expected. 
  We appreciate the opportunity to continue working with the customer and thank the ********************** for facilitating this dialogue.
  

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23594227
  
  I am rejecting this response because it is unsatisfactory and unacceptable, and does not reflect an accurate and complete summary of the situation.

  First, it was, absolutely and unequivocally, Cool Air's installers who recommended that I keep my existing Ecobee thermostats. As part of my sale package, I had already purchased and paid for two new thermostats, and I fully expected that they would install the new ones. The installers asked if I liked the Ecobee thermostats and advised that they could keep them in place rather than the new ones, praising the Ecobee performance. Having experienced no problems with the thermostats in the 3 or so years since I had them installed, I said that was fine. But it was not my request. Significantly, on May 5 -- the very day that my systems were installed -- I reached out to my sales representative, **** ******, with Cool Air. I advised that the install team had used my existing ****** thermostats rather than the new ones I had purchased and asked if it was possible to return the unopened, uninstalled thermostats. Mr. ****** advised it was not. This email thread is attached. Cool Air was fully aware that the Ecobee thermostats were in place from the day these systems were installed, and nobody ever raised any concern about it until now, when FOUR other supposed "fixes" failed to actually solve the problem. This is just the latest in a string of excuses.

  Second, I absolutely reported that the downstairs systems were not functioning normally, either. At a minimum, I reported this to ******* **********, the representative who came out on June 14th and recalibrated both the upstairs and downstairs thermostats. (That invoice is attached, too.) Of course the focus has been on the upstairs system which completely fails to run, but it is frustrating and disappointing that they would disclaim knowledge that I have complained about both systems.

  Third, Cool Air is outright lying in claiming that "[a]s an additional goodwill gesture, we have extended the customer's Preventive Maintenance Membership by three (3) years beyond the one year already included with installation, bringing her total maintenance coverage to four (4) years at no additional cost." During my initial sales appointment Mr. ****** gave me the choice as an included "benefit" of using Cool Air of either (1) complimentary duct cleaning or (2) an extended preventative maintenance plan. While I did not pay separately for this, this was offered on day one as a standard option; it is not something they extended to me as a courtesy or an act of "goodwill." More importantly, as evidenced by the timeline I previously provided, which showed visits on multiple occasions with different diagnoses, different fixes, and continuing problems, I get no actual benefit from this maintenance plan. 

  Cool Air's claimed "apologies" and "condolences" are meaningless and patronizing. I don't want their apologies. I want the systems that they charged me almost $40,000 for to function. They cannot deliver that. They get no kudos for not charging me for the additional work and parts that have been required, because they are the ones who provided me with these lemons of systems. If I run someone over with my car, I'm not doing them a favor by covering their medical bills that I caused. This is no different. The costs for this are appropriately on them, but they should not be able to force me into continuing to live without functioning air conditioning while they drag their feet to make repairs. Of course they want to drag this out indefinitely: they have all my money, and they are not bothered in the slightest about the inconvenience to me. At some point they must be held accountable beyond sending out more incompetent workers to "inspect" the system. I stand by my request for a refund and am not satisfied with more attempts to diagnose and fix the problem. They've had that opportunity.

  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 07/15/2025

  Thank you for your response. We understand that you remain dissatisfied and appreciate the opportunity to respond sincerely and in detail. Our intent continues to be resolution-focused, transparent, and rooted in good faith.
  
  We fully acknowledge your assertion that our installation team recommended retaining your existing ****** thermostats. As previously stated, this matter is being formally reviewed with the installation team, and if it is confirmed that they advised this contrary to standard installation practices and Lennox system requirements, disciplinary action will be taken.
  
  That said, we are taking active steps to resolve the resulting issue. On todays visit, we are replacing both thermostats with Lennox S40 smart thermostats, which are fully compatible with your variable-speed equipment and qualify for Lennoxs equipment rebate programsjust as the original thermostats would have. These thermostats, along with shielded wiring as needed, are being installed at no cost to you.
  
  Additionally, since the thermostats originally included in your proposal are no longer being used, we will refund the cost of those thermostats, restoring that portion of your initial investment. You should expect to receive this reimbursement once installation is complete, and our accounting team processes the adjustment to your GreenSky Financing. 
  
  With regard to the downstairs system, our technician Lachlan assessed and calibrated it during his June 14 visit. His notes indicate a measured 18-degree discharge air temperature differential, which is consistent with normal operation. Additionally, during our communications, the thermostat photos you provided showed the downstairs system maintaining the setpoint, as shown in the attached image.
  
  That said, we recognize your continued concerns, and our senior technicians are inspecting both systems during todays visit to ensure full operational integrity and consistency across both systems.
  
  We respectfully stand by our clarification regarding the maintenance membership. You were offered a choice between a complimentary duct cleaning or a three-year preventive maintenance membership during the sales process. Our records show you selected the duct *********** a goodwill gesture in my previous correspondence above, we extended a three-year preventive maintenance membership in addition to the standard one-year coverage included with installationbringing your current total to four years of membership at no cost.
  
  However, if the original offer was not clearly explained or gave the impression that both incentives were included, we are happy to resolve any misunderstanding in your favor. Accordingly, we are extending your preventive maintenance membership by an additional three years, for a total of seven (7) years of coverage, again, at no cost.This ensures you maintain full labor warranty eligibility for that duration, while also reaffirming our commitment to your long-term satisfaction.
  The concerns youve raised have not been dismissed or downplayed. We have consistently responded with service visits, diagnostic work, warranty part replacements, and now, premium control system upgradesall completed without cost to you. The cost for us, coordination, and labor involved in these efforts have not been insignificant, but we stand by them because it is our responsibility.
  
  While we respectfully disagree with comparisons made to intentional harm we fully understand the impact that prolonged system issues can haveespecially during the summer months in ********** do not take your discomfort lightly.
  
  As previously stated, your request for a full refund and system removal falls outside the contractual right-to-cancel period defined in the agreement you signed. Cool Air Mechanical does not have unilateral authority to process a full equipment buyback. This is a decision that would ultimately lie with the manufacturer, ******, and our partners through which the purchase was made, and would typically only be considered in cases where all warranty remedies have been exhausted. 
  
  We continue to collaborate with ******, as well as our partners. If, after these current measures are complete, the systems are still not performing to the manufacturers specifications, we are willing to escalate the matter further, and even submit a request on your behalf with ****** to facilitate a site visit from them should further issues continue after the thermostats have been replaced. 
  
  We do not take your concerns lightly. Our actions have been consistent with good faith efforts to restore your system's performance and your confidence in our company. We are here to make this right and believe today's visitwith our most senior technicians and the upgraded controlswill represent a turning point in this experience.
  
  Thank you for your continued engagement and the opportunity to resolve this matter to completion.

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23594227
  
  I am rejecting this response because I still don't have EITHER my $38,000 that Cool Air was paid more than 2 months ago, or working air conditioning that Cool Air installed more than 2 months ago. My 19-year-old single-stage heat pumps that y'all replaced worked better than this and cost me a WHOLE lot less. 

  I absolutely did not select "duct cleaning," because I think duct cleaning is a scam. Companies know that consumers have never seen and cannot easily see the inside of their ducts, and thus it's easy to tell them you cleaned the ducts without actually having to do anything. My mother was present during my meeting with **** ****** and she will confirm I did not ask for that. Unsurprising that Cool Air's sloppiness would reflect that I chose the scammable option. 

  There is no turning this relationship around at this point. You've had that opportunity and you blew it through multiple failed visits and bogus "guesses" at identifying and solving the problem. You've given me nothing of value. I am in a worse position than I was before doing business with you. If it takes a lawsuit to remedy that, so be it. 

  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 07/17/2025

  Dear Mrs. ************** the interest of unifying our communication channels and keeping our associates, as well as our partners at the Better Business Bureau, abreast of the current situation, I will address your concerns about the efficacy and reasoning behind duct cleanings here, as well as your two other emails to me regarding questions. To continue where we left off on the BBBs platform:
  
  The duct cleaning you referenced was offered as a complimentary optional benefit, presented as part of a sales incentive in the form of a voucher that was added to your account. It was not billed, and there is no obligation to use it. Should you choose not to redeem this service, that is entirely your prerogative.
  That said, I would like to clarify that our duct cleaning procedure is both thorough and transparent. During the cleaning process:
         Our technicians take before and after photos of your ductwork to visually document the condition.
         All return registers are opened and vacuumed, as this is where most particulate buildup is found.
         We apply a Bioesque botanical disinfectant mist throughout the duct system as part of our standard protocol.
         All removed dust and debris is collected and presented to you so you can verify what has been extracted.
         The existing filter is removed and replaced with a temporary filter during the cleaning to trap any dislodged particulates.
         After 10 days, upon your request, a second follow-up visit is offered to remove the temporary filter and replace it with the original or a new filter of comparable efficacy rating.
  

  These practices are outlined and completed as part of the duct cleaning service, and no part of it is carried out without documentation or confirmation. Again, the choice to redeem it is entirely yours.
  I will now address the remaining points raised in your recent sidebar correspondence off the BBBs platform, attached here for posterity, and provide a comprehensive response to the broader matter.
   I fully understand how disruptive and exhausting it can be to deal with multiple service visits, and Im truly sorry that your experience has reached this point.
  To clarify: all work related to the drainage issue and thermostat replacement was completed during our visits on July 15th and 16th. No further visits are required at this time (but we are happy to come out anytime you would like), and system reports and metrics indicate nominal, performant, and stable operations.
  
  The concern regarding algae buildup in the drain line is a common one in HVAC systemsespecially during the summer months. These lines are frequently exposed to warmth, darkness, and moisture, which makes them naturally prone to algae and biofilm buildup/growth even within weeks of operation. In this case, the affected lines were part of the existing home infrastructure and not newly installed components.
  The float switch in your system, which triggered a shut-off as designed, prevented potential overflow and protected your property. This mechanism is a critical safety feature, not a sign of equipment failure. It is worth noting that the drainage issue was a constriction, and not an entire blockage, as noted from the fact that the sensors indicated the conditions, namely the level of water in the drain pan, did improve enough to allow intermittent operation, before being tripped off by the safety mechanism, again, as designed.

  
  Regarding the individual who accompanied ***** on July 15th for the replacement of your thermostats with the S40s, he is one of our field helpers. Much like an executive might work alongside an assistant, our senior technicians are often accompanied by trained helpers who assist with equipment handling, logistical, and procedural tasks. All work was overseen and directed by ***** throughout the visit. All HVAC technicians who work for Cool Air Mechanical, including field helpers, work under Cool Air Mechanicals Contractor License and are covered under *********************** Insurance, and are subject to the same background check and routine drug testing as our other technicians.

  
  I also want to note that your prior questions were received the day before that second visit and have since been addressed during the course of the completed work. Still, I am happy to confirm that, based on the report we received during debriefing with ***** and the measurements taken during the field visits, there is no indication of any installation-related defect with the equipment.
  Following up on your request for clarification regarding the wiring diagram you provided on July 11, 2025, Ive reviewed the setup with a technician who has extensive experience in thermostat wiring and HVAC system control.

  
  To put it plainly, the system was wired for single-stage operation because the EcoBee thermostat, while capable of controlling multi-stage equipment, is not designed to communicate with variable-speed systems in the way they are expecting. Variable-speed equipment relies on dynamic, real-time signals from a compatible thermostat to adjust fan and compressor speeds in fine incrementssometimes as small as 1% at a timeto match indoor comfort demand with extreme precision.
  That said, your system does include built-in control logic designed to approximate demand in the absence of a compatible communicating thermostat. Specifically, it monitors the duration of the call for cooling:
  
  If the call persists beyond a defined period, the system interprets this as an indication that the initial output has not met the demand, and it will gradually begin ramping up its output. This provides a partial adaptive response, even without a variable-compatible thermostatbut its still not equivalent to the precise, efficient modulation enabled by full thermostat-to-equipment communication.
  To summarize:
         A single-stage system runs either 100% on or off.
         A multi-stage system offers a couple of fixed power levels (e.g., 65% and 100%).
         A variable-speed system continuously adjusts output across a wide rangeoften in 1% incrementsfor superior efficiency, comfort, and humidity control, but only when paired with a communicating thermostat that supports this functionality.

  
  However, the issue with the ******* was not their inability to fully command the system's variable-speed functionality. More specifically, the core problemas identified in our discussions with ****** during the course of your casewas a compatibility issue involving the blower motor control.
  While the system can approximate output using its internal logic, it still requires proper input to command the blower motor accurately. According to ******, the EcoBee thermostats are not capable of sending the appropriate control signals for variable-speed blower operation in this configuration. As a result, this can negatively impact overall performance, efficiency, and comfort.
  This incompatibility was a key factor in both our recommendation and execution of replacing the thermostats with models specifically designed to communicate with Lennox variable-speed systems. These thermostats ensure full system functionality, proper airflow management, and optimized performance. In addition, the enhanced control logic provided by the Lennox S40 thermostat allows for real-time diagnostics and system monitoring, offering detailed insights into any issues the system may be experiencing. In some cases, it can even predict upcoming service needs, allowing for proactive maintenance and helping to prevent costly breakdowns.

  
  Finally, I want to acknowledge your formal request for a full refund and removal of all installed equipment. As promised, I have escalated your request to all relevant parties, including our executive leadership team and our partners at ******, who ultimately have the authority to make a binding decision on a matter of this nature.
  That said, I believe you can appreciate that this is not a routine or straightforward request. Based on the results of our most recent visitand as reflected in the diagnostic data provided through the Lennox S40 thermostats and system communicative componentsthe equipment is now operating and delivering performance consistent with manufacturer specifications, including proper cooling capacity and temperature differential.
  In addition to installing the correct control components and replacing failed parts under warranty, we also performed corrective work on the homes existing condensate drain linesinfrastructure that Cool Air Mechanical did not originally install, but nonetheless addressed in good faith and at no cost to you, to prevent further system interruption.
  

  Given that the equipment is currently functioning properly and delivering expected performance, a full removal and refund is a difficult remedy to justify, particularly when the following accommodations and corrective actions have been provided without additional charge:
         Replacement of failed TXV valve and low-pressure switch (under Parts & Labor warranty)
         Installation of Lennox S40 thermostats with shielded wire retrofit (~$4,800 value)
         Spot cooler provided during periods of disrupted service (which you still have as per your request to keep it for another ~30 days in case something happens)
         Correction of existing drain line issues, despite not being part of our scope of work
         Extension of your Preventive Maintenance Membership to 7 years (~$3,300 value) to preserve full labor coverage for that duration of time, up through 10 years with continued maintenance membership after the 7 years
         **************** visits and diagnostics, all performed at no cost
  
  Nonetheless, your full refund/system removal request remains under formal review. To aid in this process and ensure that all avenues are thoroughly evaluated, we may need to coordinate a visit from a Lennox representative, who would travel from their regional or headquarters office to conduct a formal, in-person inspection of the equipment currently installed in your home. This would allow ****** to independently assess system performance, installation quality, and all relevant conditions before rendering a final decision regarding your request. I will reach out when I have more information regarding this, and I will also determine what the timeline would look like for their visit.

  
  To recap: as of today, the system is currently functioning as expected. Following our recent service visitson July 15, to install the Lennox S40 thermostats (provided at no cost), and on July 16, to correct and replace a section of the homes existing condensate drain line (provided at no cost)we have observed stable and proper operation.
  The performance metrics gathered during and after these visits, including those from overnight system monitoring and diagnostic feedback, indicate that the equipment is operating within manufacturer specifications.
  Additionally, based on your most recent correspondenceor lack of further concerns raisedwe believe there are no outstanding issues at this time requiring additional service or remediation, but as always, we are happy to work with you in the unlikely event that anything further is required.

  
  Please dont hesitate to reach out if you have any questions in the meantime. I appreciate the candor you have demonstrated in our communications and the opportunity to make things right for you and properly resolve this matter.

  Link to Media: ****************************************************************************************************************************************************************************************************************************************************************

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23594227
  
  I am rejecting this response because they have yet to meaningfully address my concerns. I will await a response on my request for a refund, as the ball remains in your court to reply to that. That is still my desired outcome. In the meantime, I will briefly respond to some of the points you make in your message, in the interest of keeping a clean record.

  First, although you reference "unifying our communication channels," I think it is improper to offer one-sided answers to some of my questions here without providing full context for my concerns, as previously laid out in my emails.

  Second, at no point in the two-and-a-half-months since my systems were purchased and installed did anyone explain to me that (a) [until your last BBB message] your records indicated I selected duct cleaning as my chosen "benefit," or (b) [until this most immediate BBB message] that I have some sort of "voucher" I can use for said duct cleaning. I previously asked you to provide me with ALL documentation relating to my purchase, specifically including "an itemized invoice reflecting everything I've purchased including the ongoing service contracts." Attached is the file you had Ms. ****** send me on July 9. Please tell me where in that documentation it reflects any communication to me, the customer, of this so-called benefit. I have searched it thoroughly; I see one reference to "duct cleaning on 2" in Cool Air's *internal* "install work order" (page 2 of the ***** but nothing instructing me that I had to request that be done or how to do so. If you have other documents reflecting when and how that was communicated to me, please provide it. I suggest that this is an illusory "benefit," designed to make customers feel as though they are receiving something of value, without any intention on Cool Air's part to actually deliver said value. 

  Third, you attempt to blame my home's existing drain line for the problems, but this overlooks several facts. It was ********'s obligation at point of sale to make sure my home was suitable for these advanced systems. That should have included an inspection of my existing drain lines and a conversation about replacing them, if necessary. It was also ********'s responsibility to ensure the systems were installed properly after purchase. That, too, should have involved an inspection of the drain system, and if algae, other build-up, clogs, or inadequate drainage capacity was an issue, that should have been raised with me at the time, before it caused system failure. The float-switch shut-off is manifestly NOT what caused the E411 errors that I experienced back in June. The first time that the drain line manifested as a problem was the very same day that your technicians were out to replace other parts of the system. During that visit, as indicated in my email to you before this system failed yet again that night, I ***** ***** and his "field helper" (whom ***** confirmed on July 16 has been employed by Cool Air for all of a week) specifically discussing the condensate trap, which relates to drainage. ***** also confirmed yesterday that he never actually set foot in my attic on July 15, only ***** the trainee did. Given that the situation was already escalating, I'm sure you can understand my frustration that you told me you were sending your A-team and then the A-team just stood there and let the B-team do the work. It is no coincidence that an inexperienced Cool Air tech was working on the drainage the very same day that I experienced a drain problem for the first time. Cool Air's attempt to retroactively blame earlier problems on this is misguided.

  Fourth, and particularly concerning, it seems that I accurately identified the problem on June 14th, when I observed with the assistance of ChatGPT that my upstairs thermostat was wired for a single-stage system. Mr. ************ who came out that day, was extremely dismissive of that suggestion and refused to even consider looking into it. (I specifically asked Mr. *********** how a single-stage wiring could send the necessary communications to the system and direct it to operate at low versus high speed, which is now what you are saying the "core problem" is.) When Mr. ******* next returned, I asked him about it as well, and he, too, assured me that was not the problem. Suffice to say, it is infuriating that nobody took me seriously enough to look into my concerns, only to now be told over a month later that I was right. We could have avoided the last month of problems, and avoided escalating this entire situation, if only you had been willing to listen to your customer's concerns and take them more seriously. Instead Cool Air treated me like an idiot, dismissed my suggestions, and caused me to endure weeks more of problems and failures with these overpriced systems.

  The very specific reason that I contacted *********** Air in April to replace my old ************ was to avoid a scenario in which my old systems failed on me unexpectedly and left me stranded for periods of time in the height of summer heat without air conditioning. Instead, I paid more than $38,000, incurring the equivalent of a second mortgage payment for the next ******************************************************* the height of summer heat. I did not get what I paid for.

  Over the last 2 months, I have experienced multiple system failures. I have had to sleep downstairs on my couch, or outside of my home entirely, or at best with a spot cooler that sounds like an airplane taxiing for takeoff in my bedroom and is not properly sized for the size of my primary bedroom, on multiple occasions because the systems I paid so much money for simply quit working. I have for 2.5 months had these supposedly "efficient" systems running ALL the time but failing to cool, resulting in wildly high power bills. (My power bill last month was over $300, despite the fact that the upstairs system was shut off for extended periods of time.) Even assuming that the problem has now been solved--and to be clear, at this point, less than **************************************** a string of fixes that have ultimately proved unsuccessful, that is just an assumption--that does not make me whole, and it does not give me the value of what I was promised I was purchasing. It is insulting that after a May 5th installation, you would be proud that "as of today [July 18], the system is currently functioning as expected" for less than 48 hours. That says a lot about ********'s willingness to accept and stand by its sub-par work.

  I believe our communications have confirmed that all of my problems were caused by Cool Air's botched installation and/or its failure to assure, when selling me on very expensive and advanced systems, that said systems were appropriate for my home. I maintain that ******** and its partners have engaged in unfair, deceptive, and predatory business tactics. I remain untrusting of the work done by Cool Air, and it is my desire to refund the transaction and remove the defectively installed equipment so that I can have new equipment installed by a more competent vendor. For all these reasons, I stand by my request for a refund.

  Finally, you can save the apologies and feigned empathy for what I have been dealing with. It comes across as insincere and patronizing, and most importantly, it does absolutely nothing to put me in the position I was in before this botched deal with Cool Air. 

  In the interest of keeping a clean record and avoiding messages that expire if not replied to in a certain window, I would prefer that subsequent communications regarding my request for a refund, which I understand "remains under formal review" by ******** and its partners, be conducted via email. If that requires BBB close this matter out, that is fine, though I note for BBB's records that it is not yet resolved to my satisfaction.

  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  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.

  Have purchased a biannual maintenance plan starting in November of 2024. Covers for one year service that includes two maintenance visits. Last service was November 4th. I had to reschedule 1st visit from June 12th for July 3rd. Was notified at 3pm on July 2nd that the company had reschedule for end of August/beginning of September due to issues with providing services to those without AC. Have asked to speak with a manager and no one has returned my call. Spoke to company on July 2,3, and 7th. **** unit it under warranty and requires maintenance - which the company sold to us and should be aware of.

  

  Business Response

  Date: 07/08/2025

  Thank you for the opportunity to respond to Ms. ********** concerns.

  First and foremost, we sincerely apologize for the inconvenience and frustration Ms. ********* experienced in attempting to schedule her maintenance visit. After reviewing the matter, it appears there was a miscommunication within our dispatch department regarding her preference to keep the original July 3rd appointment and time frame of 8am - 12 PM. Unfortunately, this was compounded due to a surge in emergency "no-cool" service calls during a period of extreme heat, we were forced to reprioritize appointments to ensure the safety and wellbeing of customers without any air conditioningparticularly those who may be elderly or medically vulnerable. While this decision was made out of ethical responsibility, we regret that it impacted Ms. ********** scheduled maintenance.

  
  Upon speaking directly with Ms. ********** we clarified her expectations and were able to confirm and schedule her maintenance visit for July 19, 2025, between 2:00 PM and 6:00 PM. As a gesture of goodwill and to ensure she receives the full value of her maintenance plan, we have extended her membership by an additional six months at no cost.

  
  We also reassured her that her labor warranty remains fully intact. So long as her preventive maintenance membership remains active and continuous, her labor coverage will remain in effect for up to 10 years from the date of installation, consistent with the manufacturers parts warranty.

  
  Ms. ********* was provided with direct contact information should she have any further questions or concerns. At this time, we believe the matter has been resolved to her satisfaction.

  
  Sincerely,
  ****** ******
  Customer Experience & *************************start="1960" data-end="1963"> Cool Air Mechanical

  Customer Answer

  Date: 07/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   My only point for clarification is that I would like documented is that I had not been informed of a  preferred time frame on the day for rescheduling. This was not conveyed to me when attempts were made for rescheduling.  I would also like to include that the I had received a confirmation text for the time on July 3rd at ~3PM on July 2nd, I then received another text at 3:45 P on July 2nd informing me that my appointment time was being rescheduled. 

  I want to thank Mr ****** for his time and attention to the matter.  I have had very good customer service prior to this issue.  

  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:06/24/2025

  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.

  After several failed attempts to repair our outside air unit, we feel that we have given them ample opportunities to fully resolve the issue. We are unable to sleep in our bed at night due to the noise. We ultimately would like to have a replacement. Communication has been slow and lacking.

  

  Business Response

  Date: 06/25/2025

  We sincerely apologize that our efforts and communication regarding the resolution of this matter have not met the customer’s expectations. We fully recognize the inconvenience caused by the ongoing noise issue with the outdoor unit and understand how disruptive this has been.

  
  Our team has made several good faith attempts to resolve the concern in accordance with standard diagnostic and service procedures. Following our most recent visit, we escalated the issue to our partners at Lennox for further evaluation. A field visit has since been scheduled, during which a representative from Lennox Headquarters will join one of our senior technicians to conduct a thorough, on-site inspection.

  
  This visit, along with the comprehensive service history we’ve documented, will allow Lennox to decision and determine the appropriate next steps for us to take in this situation. 

  We remain fully committed to reaching a fair and lasting resolution. We have spoken with the customer this morning to provide this update that was not previously communicated effectively, and we will continue to keep the customer informed throughout the process and will provide updates here as they become available.

  
  We appreciate the customer's continued patience and thank them for allowing us the opportunity to make things right.

  Customer Answer

  Date: 06/30/2025

  We have received a date for appointment on 7/3 but no time of visit yet. Issue still to be resolved. 

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  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.

  Paid $1053 in January to repair my a/c unit, was told if I waited it would be worse so I paid it. Turned the unit on March 1 and it didnt work. Technician came out four times in March taking hours per each visit, made me very uncomfortable with his actions and texts messages. Called and a manger came out and expressed none of the visits were noted in my acct. then proceed to say it will be a $4300 repair, that he will take $1053 off the total but I would still have to pay. Then brought that number down to $2,000 for a repair that should have already been completed. Highly disappointed and disgusted with this company and their tactics. This is not acceptable.

  

  Business Response

  Date: 06/11/2025

  We understand and regret the customer's frustration and take their concerns seriously. Our records indicate that on March 28, 2025, T, our technician, ***** , performed the following service to address a restriction in the air conditioning system:

  
  Arrived at the home and pumped the system down.
  Removed the existing TXV (thermostatic expansion valve) and installed a new one.
  Flushed the system with the evaporator coil in reverse and blew through the coil.
  Sealed the system and pressure tested it to 300 PSI with nitrogen.
  Observed the nitrogen pressure test for 30 minutes to confirm the system was leak-free.
  Removed nitrogen and pulled a vacuum below 500 microns.
  Observed the vacuum to ensure proper evacuation.
  Called for AC from the thermostat; outdoor temperature was 77F.
  Using manufacturer charging charts:
  PT chart target: 139/259 PSI
  Subcooling (SC) chart: 7F 1F
  Charged the system with virgin refrigerant.
  Conducted a full quality control (QC) check while on site.

  
  It was noted that no preventative maintenance was performedonly the corrective repair. The technician recommended the customer consider enrolling in a PM (Preventative Maintenance) agreement moving forward and also advised replacing the line set as a proactive repair to improve long-term performance.

  
  The customer was charged $947 as previously agreed with our representative, *****. They were also informed of applicable warranty terms: 10 years for parts (covered under the manufacturers warranty) and 30 days for labor.
  

  At the time of writing a following the last followup visit on 4/26 which was provided at no additional charge, we have had no further issues brought to our attention, however we are of course willing to work the customer on it further should anything else be required. 

  Customer Answer

  Date: 06/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I would like to work out a price for a PM (preventative maintenance) agreement with repairs that include changing the air filter monthly as well as cleaning of the ac unit. 
  I am willing to work out cost as long as ******* ****** NEVER comes back to my home! 
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:03/14/2025

  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.

  We had our ** replaced in September 2024, and everything was working fine with no issues during installation. Recently, the company contacted us to schedule a six-month maintenance checkthey initiated the visit. I agreed to have them come out on March 10.The technician arrived and performed what we assumed was routine maintenance, but shortly after, he could not get the ** to power back on. He informed us that the furnace motherboard had shorted out and quoted $706 for the repair. Within an hour, he returned to install the new motherboard.About an hour later, I went to walk my dog. When I returned to my office, I noticed the power was out. I went upstairs to ask if he had turned off the power to my office, but he said **** had only intended to cut power to the furnace, which is adjacent to my office. He then continued installing the motherboard.Another hour passed, and he still couldnt get the furnace to power on. He stated that a supervisor would come to check the issue. Instead, about an hour and a half later, a senior technician arrived. Within four minutes, he had the furnace running. He explained that some prongs hadnt been fully pressed in and that water had collected in a safety valve. The furnace was immediately powered on after the prongs had been secured and the water cleared. This shows the first ************ lack of competency and further cements that he ruined the motherboard in the first place. That evening, we called the business to speak with a manager but have not received a call back.

  

  Business Response

  Date: 06/11/2025

  We regret the experience the customer had during their recent maintenance visit and sincerely apologize for any inconvenience caused. While the initial technician followed standard troubleshooting procedures, its clear that the resolution did not occur as swiftly or smoothly as it should have. We appreciate the customers patience and acknowledge that the level of service provided did not meet our usual standards during this particular visit.

  
  Upon learning of the customers concerns, our management team promptly investigated the matter. To preserve the relationship and in good faith, we issued a full refund on 3/14/25 of the $706 charge associated with the motherboard replacement. Our senior technician also ensured the system was fully operational during the follow-up visit.

  
  Its worth noting that the customers furnace is a 2007 model and nearing the end of its expected lifespan. While replacement is not immediately necessary, we have advised the customer of this and will continue to support them in making informed decisions about their HVAC system. Additionally, we reviewed the terms of the warranty and service agreement with the customer to ensure full transparency moving forward./

  
  We value the customers business and remain committed to delivering dependable service and support.

• Initial Complaint

  Date:03/04/2025

  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.

  I am writing to bring your attention the ongoing issues I have experienced with Cool Air Mechanical. I am extremely dissatisfied with their delayed service in fixing a new HVAC unit they installed a year ago. Despite my repeated complaints about the system not cooling in summer and not warming in winter, my concerns have been ignored by the techs with all kinds of excuses.The service manager was only reachable for the first couple weeks, and the promised part for my supposed new HVAC unit has yet to be installed. That's been almost 2 months. Their parent company, *********'s website emphasizes turning bad days to good days and prioritizing customer service, but all I have received are excuses for delaying the repair / replace of an HVAC unit that costed me $13k.If this is not the appropriate place to file this complaint, please direct me to the correct department. Otherwise, I will be compelled to file a complaint to the *******************'s Consumer protection division.Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 03/20/2025

  I have been working with the homeowner on a permanent solution to their equipment issues. As I write this, we have one of our top install teams replacing the indoor unit with a gratis unit at no charge, with the manufacturer covering the cost of the equipment and Cool Air Mechanical waiving the cost of labor, in order to resolve their ongoing issues. The homeowner has agreed to let us replace this unit and then circle back for further discussion if the replacement does not restore proper long-term functionality. We will know more by close of business today (03/20/25) whether we're finally moving in the right direction.

• Initial Complaint

  Date:11/21/2024

  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.

  Cool Air Mechanical agreed to replace a part that was under warranty. A service fee was paid upon the diagnostic visit. There was no mention of a labor charge for the replacement. They attempted to charge approximately $900 for the installation of the replacement part, which took less than 20 minutes. This adds up to $2700 per hour. This is completely unethical and offensive to the customer.

  

  Business Response

  Date: 11/22/2024

  Dear *****,

  
  I hope this message finds you well. My name is *****, and I am the ************* Manager at **********************. I sincerely regret that you're dissatisfied with your recent repair experience, and I appreciate the opportunity to address your concerns. After reviewing your case, Id like to provide some clarity on our pricing structure and the factors involved in determining the final charge.

  First, as a flat-rate service provider, we price jobs based on the average labor costs and time typically required to complete a repair, rather than charging on a per-job basis. This model is common among larger service companies. The scope and duration of a repair can vary depending on factors such as the complexity of the job, accessibility of the equipment, and even the location of the service call. For example, some jobs may require more time or a longer distance for our technicians to park, while others may be completed more quickly. In your case, you were fortunate to have Tamir, a ****** Master Technician, handling the repair. Due to his expertise, the repair was completed more efficiently, which contributed to a lower overall time spent on the job.

  Second, I want to acknowledge the original quote of $879. After evaluating the time and ease of the repair, we applied a substantial discount, ultimately charging you $475, which reflects a 46% reduction in the price. We felt this was a sufficient concession to address your underlying issue, and we hope this explanation helps clarify how we arrived at the final price while also demonstrating a concerted effort on our part to provide you with both a quality, lasting repair and a fair, competitive price. Please feel free to reach back out with further questions or concerns. We value your business and are happy to assist in any way we can.

  Best regards,

  ***** *.

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22588740
  
  I am rejecting this response because it is patently false. The details of the installation were known prior to the attempt to charge close to $900, as the service technician had been to the home 2 days prior when he diagnosed the problem. Secondly, the reduced rate was not offered based on the ease of installation, it was offered only after refused to pay the $900, and it was confirmed that we were not notified that there would be ANY service charge when the installation was scheduled. Therefore the claim that this pricing was reduced in good faith is not true. I had to pay something to get the technician to leave my home, and upon payment I informed him that I would be escalating the situation. The company would have gladly accepted payment of $900 had I not raised the issue. Finally, the repair was UNDER WARRANTY, and I had already paid $159 for the diagnostic visit. 
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 11/25/2024

  Hello,

  I apologize for any misunderstandings. To clarify, the original $859 quoted to replace your inducer motor was priced straight from the book, as our normal rate. When you took issue with the price quoted, we made the price reduction in good faith. While your part is certainly covered under warranty, the labor for the repair is not. You lost your labor warranty on 06/22/2022 when you did not renew your maintenance agreement. We called multiple times to remind you that it was time to renew your membership and retain your labor warranty, but you did not. So the amount charged for this repair was for the labor to replace the part, while the part itself is covered under warranty. Lastly, diagnostic calls are not covered under any warranties, regardless of your coverage status. So the diagnostic charge, as well as the labor to replace the motor are therefore valid, and came at a reduced price. We care deeply about our customers and hate the thought of leaving anyone unhappy with the service they've received, but these charges are legitimate and fair. What is not fair is to demand a refund for a job that cost us hundreds of dollars to perform to get your system back up and running. Again, we're very sorry to hear of your dissatisfaction and hope to resolve this matter amicably with your understanding. Thank you.

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22588740
  
  I am rejecting this response because a 20 minute installation should not cost $859 for any customer, regardless of warranty or maintenance plans. That tracks to an hourly rate of over $2500, which cannot be rationalized. Just because it is your standard price does not make it ethical. With this complaint on record, perhaps other potential customers will be warned of the excessive charges they face by doing business with Cool Air Mechanical. I do not require any further action. 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:09/22/2024

  Type:Product 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 had plumbing services with my kitchen and downstairs shower in late April. Cool Air Plumbing changed the admit valve and left a section of the pipe just above unchanged. It started leaving after the service and now the cabinet is damaged.For the shower, the leak appeared right away and took them 7 days to send another plumber.

  

  Business Response

  Date: 09/23/2024

  I'm very sorry to hear of your frustration. You and I had actually spoken and worked together towards a resolution, which included water damage remediation, which was completed by our subcontractors at a cost of no less than $750. There were subsequent requests for repairs/compensation by the tenants, for alleged damage to an antique stand or cabinet. Upon inspection of the photos and a 2nd professional opinion from a respected antique restoration company in the metro area, it was verified that there was no indication of any water related damage. The only damage observed appeared to be structural damage, which would not have been the result of a relatively small amount of water coming into contact for a few days. The repairs appeared to be likely related to physical damage or damages occurring during movement of the item. The restoration company even indicated the tenants having requested that the original glass be replaced. Glass that was certainly not broken by a water leak, but rather from an impact of some sort. For this reason, we were not able to compensate the tenants for damages that are obviously pre-existing or unrelated to the water leak. Had the damage been warped feet from soaking in water for days, or even discoloration from prolonged exposure to water, we would have reimbursed the owner for damages or contracted repairs to be completed at our expense, without question. However, in this case, it simply was not merited. If Mr. **** would like to discuss the matter further and provide new information to indicate otherwise, he can contact me directly at ************** to discuss, or email further documentation to ************************ I'm very sorry for any inconvenience this may cause, but I look forward to your response, and hope to resolve the matter amicably somehow. Thank you.

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22320329
  My tenant is a trash, a pathological liar. Her claims had no merit!!  I have evicted her!  
  

  At this moment, I just demand the refund of annual maintenance plan 

  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 10/14/2024

  Hello Mr. ***************** you for providing the update, and I'm very sorry to hear that you too have come to the realization that those tenants were dishonest. I'm going to refund your maintenance agreement at this time, and send an adjustment invoice to verify the refund as being completed for you to keep for your records. I will also send a text confirmation to alert you that your request has been fulfilled. Thank you, and have a wonderful day.

• Initial Complaint

  Date:07/30/2024

  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.

  Cool Air came to repair my A/C issue twice (July 15th & 23rd) within eight (8) days. We scheduled a 3rd visit for July 30th to correct the same problem and they canceled the appointment within 15 minutes of the scheduled appointment. I politely requested the name of the owner and was told that they could not provide that information nor do they have any escalation procedures. BUYERs BEWARE of any company that has no escalation procedures and an owner that does not want to know how his employees /staff are performing. I DO NOT recommend this company.

  

  Business Response

  Date: 08/07/2024

  On 7/30/2024 we did unfortunately have to reschedule customer to 7/31/2024 due to technicians unable to finish job ahead and weather in the area. We did see the customer on 7/31 and completed the job to customers expectations.

• Initial Complaint

  Date:06/20/2024

  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.

  They charged me thousands of dollars to replace a $60 part that was never broken that didnt work due to their faulty install. Also charged me for a complete duct cleaning and only cleaned half of it-

  

  Business Response

  Date: 07/06/2024

  Hello **************,

  I'm very sorry to hear your frustration with your recent experience with our service technician. As our ************* Manager, I tend to keep an eye out for any grumblings of issues in need of attention. Your name is one that I had noticed around the time you had the condensate pump installed. From what I understood, you had been communicating with ****, who I made sure would update notes on your account regularly. This appears to be right around the time of the appointment you've taken issue with most. The most recent updates state that **** requested a Field Supervisor to go out to your home and perform a general QC check, and inspect the installation for any potential concerns. Records show ****** having completed this visit on 06/21/2024. His notes indicate that he made corrections to your drain line, replaced the condensation pump once more, and checked ductwork, to verify duct cleaning was performed successfully. From his invoice that day:

  "I had to change out the condensation pump. Also had to dig down to get drainage flowing properly. Showed the customer everything I did. He say everything is good the end."

  With the exception of this BBB complaint that slipped by me somehow (I receive upwards of 300 emails a day), I was told your issues had been thoroughly addressed and there were not further complaints or concerns after that visit. Please feel free to give me a call at **************. This is my work cell number, which can also receive text messages. I'd like to hear more about your experience and find out how the situation went from "customer is happy," after ****** stopped out, to the things I've read here. If I'm correct and your issues have been addressed, please disregard. If you still have items you're wanting to discuss, I'll await your response, or direct call to the number I've provided here. We appreciate and value our customers tremedously and never want anyone to have a bad experience. If there's anything I can do to turn your negative experience into a more positive one, please reach out. Thank you for your patience and hope you have a cool and comfortable summer if we do not hear back. Best Regards.