Complaints

This profile includes complaints for Coolray Heating & Air Conditioning's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Coolray Heating & Air Conditioning

  1787 Williams Dr Marietta, GA 30066

  
• 

  Coolray Heating & Air Conditioning

  1595 Commercial Ct Jonesboro, GA 30238-6592

  
• 

  Coolray Heating & Air Conditioning

  1645 Williams Dr Marietta, GA 30066-6208

  
• 

  Coolray Heating & Air Conditioning

  1400 Northbrook Pkwy STE 380 Suwanee, GA 30024-7232

  

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:07/08/2025

  Type:Order 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.

  To Whom It May Concern, I am writing to formally file a complaint against Coolray Cooling Heating Plumbing and Electrical, a company recommended to me by **********. I feel misled, taken advantage of, and disrespected as a customer. On the day of the sales visit, I was quoted a price of $13,710.00 for HVAC installation and services. I agreed to this price and signed what I believed was a final contract for this amount. However, I later discovered I signed up for a completely different financing agreement, a shocking $41,340.67 for two complete systemsan amount I never agreed to or was shown clearly. The financing summary reflects: Original quoted price: $13,710.00 Discounted financed amount: $6,519.67 Total cost shown: $41,340.67 Remaining balance: $34,821.00 This is not only confusing but appears deliberately misleading. I was never informed or given transparent documentation regarding this inflated amount. I feel I was manipulated into signing documents under the impression that it reflected the agreed-upon $13,710.00 quote. To make matters worse: Communication has been poor to nonexistent. I have called with no return calls from technicians ****** ******* and ***** ******. When I do reach someone, I am met with rude and dismissive attitudes. I have reached out to **********, as they are the ones who recommended this company, and I believe they should be aware of how their partners are treating customers. This has caused me financial stress and emotional frustration. I am requesting:1. A full review and adjustment of the charges to reflect the original $13,710.00 agreement.2. Immediate follow-up from Coolrays management team to resolve this matter.3. A formal apology from the customer service breakdown Ive endured.I am submitting this complaint in the hopes of resolution. If no corrective action is taken promptly, I will escalate this issue to ********** Corporate, local consumer protection agencies, and possibly legal representation.

  

  Business Response

  Date: 07/11/2025

  Thank you for reaching out. The information from our records are as follows.
  -On September 4, 2024, Coolray performed two full system installations.
  -One installation totaling $14,710 after $2,230.82 in discounts were applied.
  -Another installation totaling $20,111 after $4,288.87 in discounts were applied.
  -The total discounts applied to these installations amounted to $6,519.69.
  All documentation confirms that these amounts, including the discounts, are accurate and were approved.
  

• Initial Complaint

  Date:07/02/2025

  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.

  On April 30th 2025 my wife and I had a new HVAC system and water heater installed by COOLRAY/Mr. Plumber/Bright ***************** ****** and ***** under company umbrella. My wife noticed scratches, scuff marks and nicks on our hardwood floors, located adjacent to the garage door where the water heater was installed. After further investigation there were scratches, hand smudges, and a piece of the wall damaged in the foyer, leading upstairs to the attic. That evening, we noticed that the water was **** warm. We immediately called COOLRAY to inform them of the problem and informed them of the damages to our hardwood floors and wall. On 5/6/25 COOLRAY sent Mr. ******* to fix the water heater. When I arrived home water was throughout the first floor of the house including the hallway, foyer, bathroom and garage. I immediately noticed the hardwood floors had started to buckle. ******* did everything he could to minimize the damage. He filed a report with COOLRAY notifying them of the damage he had caused in resolving the water heater and previous damages from the first crew. I was contacted by ****************** on behalf of COOLRAY. On 5/7 **** was sent to assess the our damages. They placed a dehumidifier in our home with instructions. This unit was in our home for over two weeks before he returned. **** from Beacon came back and moisture was present 3 additional dehumidifier installed. This was a very disruptive experience. When the moisture resolved the dehumidifiers were removed and were told someone from COOLRAY would be in contact for a path forward. To make things worse our hot water failed and stopped working today, 7/1/25. I've contacted COOLRAY to inform the female who took our call that our hot water failed, we've paid for the maintenance plan on this new water heater that was "FREE", on their HVAC promotion and when could someone come out to repair the issue. The young lady was very unprofessional, laughed and said we can't have anyone out until tomorrow.

  

  Business Response

  Date: 07/04/2025

  July 2, 2025, Mr. ******* performed a thorough examination of the water heater itself. This inspection caused concern for the possibility that the electrical system leading up to the water heater could be an issue.

  July 3, 2025, our BriteBox team performed an additional inspection to determine if there are any electrical issues that may be causing the new water heater to fail; our electrician determined the electrical system was not an issue for these circumstances.

  After reviewing all the information it has been determined the water heater was defective and replacement was performed on July 3, 2025 at no cost to the homeowner, as it is covered under full warranty. A supervisor attended the replacement visit to oversee and ensure this was handled with the upmost care for the homeowner.

  Regarding the property damage, these are being addressed through our insurance company. We will continue coordinating with the homeowner to ensure all repairs are handled appropriately and that the customer receives the support they need throughout this process.

  A member of our Customer Relations Team will reach out this week to confirm the water heater has been operational and to continue towards a complete resolution with the homeowner.

  Customer Answer

  Date: 07/04/2025

   
  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. We will wait patiently to see if anyone contacts us about the repairs to our home. 
  
  Sincerely,
  
  ******* ******-el

• Initial Complaint

  Date:05/22/2025

  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.

  Can someone please assist me in getting results from Coolray? We purchased a new system w/full duct work replacement for over $14k and I have service agreement with them as well.On 05/17/25 (Saturday) a technician came to my home due to A/C not cooling. In short, I was told the compressor was gone, a replacement part would be ordered on Monday, 05/19/25 and that someone would be in contact to schedule the installation of the new ******* between Monday and today, there have been a number of calls exchanged. None of the employees call me with an update, it's only when I call them. This is so frustrating.I've been in contact with someone from their client relations department, *****, but even as of 15 minutes ago, the same response is given just as it was on Tuesday when I called for an update: "The part has been ordered. We're not sure when it will get here. Once it arrives, we will then schedule it."I'm told there is no tracking information, nor approximate day/time - only that it could be today or tomorrow - even then, there's no guarantee.If someone with Coolray management can please take the initiative to, perhaps call their vendor for a real time update and provide facts, not guesses, I would be so grateful. Please help, thank you.

  

  Business Response

  Date: 05/23/2025

  Ms. ******** *******,
  
  Thank you for reaching out and sharing your experience. Our apologies for the inconvenience this has caused. We understand the frustration behind not having a working system and being at the mercy of waiting on repairs. Please understand there is a process when ordering parts and it is never Coolray's intention for this process to be frustrating for our customer's. However, I am pleased that we were able to get the part (compressor) in and we are scheduled for the repairs today. Thank you for your patience as we work through this matter. Please feel free to reach out if you have any questions. 
  
  

• Initial Complaint

  Date:05/14/2025

  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.

  I am writing to formally lodge a complaint regarding the unacceptable service I’ve received from Coolray and the thousands of dollars I’ve spent on ineffective and unnecessary repairs, all stemming from what began as a $30 promotional tune-up at Home Depot.
  
  Despite filling out their online contact the president form, calling the office and being told they would call back, and emailing the President Tim Smith, I have yet to receive any response except an automated request for a review which I assure you would not be pleasant. This continued lack of communication is both frustrating and unprofessional.
  
  Last May, a technician came out for the tune-up and recommended a $472 service to add refrigerant. Not long after, my AC system failed: frozen pipes, no cold air. Another technician then diagnosed it as a failed evaporator coil. That repair cost me $2,148 and was financed through Service Finance, which I just paid off today.
  
  A few months later, the same freezing issue returned. This time, I was told the entire outdoor unit needed to be replaced despite the fact that the system was fully replaced in 2018 and should have lasted decades. That repair cost me an additional $2,950.
  
  Now, as I start up the system this year, I’m facing the exact same issue for the third time. Yet again, a technician came out and, within minutes, claimed it was a completely different issue, confident, like every technician before him, that this would be the fix. The proposed solution: $4,226.68.
  
  To date, I have spent $5,570 on repairs with Coolray, and the original problem remains unresolved. Either the technicians are not properly diagnosing the issue, or I am being deliberately misled into paying for unnecessary repairs.
  
  I am beyond frustrated and extremely dissatisfied. I trusted Coolray, and that trust has been completely eroded. I am requesting a full refund of $5,570 so I can address this problem from what the last tech believes would actually give me a cool blowing air conditioning.

  

  Business Response

  Date: 05/15/2025

  We sincerely apologize for the inconvenience you've experienced with your HVAC system, particularly given that Coolray was not the original installer. We understand that unexpected repairs can be both frustrating and costly, and we appreciate your patience as we've worked to address these issues. We did call and left a voicemail to call us back directly to address the said concerns. Our technicians have taken a thorough approach during each visit to diagnose the problems accurately and recommend the most appropriate solutions. We can confirm that every repair conducted was necessary and based on the observed system conditions. From our initial visit to your home, it was noted that you had been experiencing issues with the system prior to our involvement. On March 19, 2024, during our first visit, you informed the technician of a pre-existing issue involving water accumulating in the drain pan. Upon inspection, our technician determined the cause was due to the evaporator coil that was freezing up and then thawing out causing water to build up in drain pan. It was also noted that the system was low on refrigerant, and the technician provided two options to the customer one was to charge the system which is a temporary fix due to the refrigerant can leak at any time depending on how big the leak is which is a more cost effective approach. The 2nd option was to replace the evaporator coil, which was a permeant solution but would cost more. The customer chose to hold off on any recommendations at that time.  We were called back on May 7, 2024, due to a “no cool” situation. At that time, the customer chose to have the system recharged with refrigerant. Once again, we recommend replacing the evaporator coil. The customer eventually moved forward with the coil replacement on May 30, 2024, successfully resolving the issue related to water thawing in the pan and freezing of the coil. On August 6, 2024, Coolray was called out for another "no cool" event. During this visit, we discovered the compressor had failed. We presented the customer with two options: to replace the compressor or to replace the condenser unit. The customer chose to proceed with the condenser replacement. Most recently, on April 7, 2025—approximately eight months later, the customer called to report a frozen line. However, that appointment was later canceled and rescheduled. On April 21, 2025, our technician assessed the system and found that refrigerant levels were normal. However, one of the upstairs dampers was stuck closed causing the lines to freeze due to the system being overworked. This was a separate issue unrelated to the previous repairs. The technician manually opened the damper, cycled the system multiple times, and confirmed that the dampers were functioning correctly at that point. Based on this finding, we recommended replacing the zone system to prevent this issue from recurring. Given that each repair was both necessary and unrelated to the others, and that all work was performed accurately and in accordance with proper diagnostic findings, we do not believe a refund is warranted. Our technicians addressed distinct issues during each service visit, and all repairs were completed to resolve the specific problems identified at those times. We are also happy to provide an updated estimate to address just the one damper, should you prefer a more targeted repair.
  Please let us know how you'd like to proceed. We value your continued trust and are committed to ensuring your comfort and satisfaction.

  Customer Answer

  Date: 05/15/2025

   
  
  Complaint: 23330438
  
  
  
  I am rejecting this response because:
  
   
  You failed to include the August repair of the outdoor unit which was unnecessary as I had called for the freezing pipes and no cool air again and thats what was done. Each of the 3 repairs should have been under warranty as they were done less than a year ago. If you are telling me that the damper was always the problem why was that not addressed initially? No customer should have to pay thousands of dollars to get to the root of an issue then asked to shell out more money when none of the repairs have sorted out the issue. 

  
  
  Sincerely,
  
  
  
  Jasmine Brooks

  

  Business Response

  Date: 05/19/2025

   It’s important to clarify that zoning was not the root cause. From our initial visit, it was evident that the system was experiencing problems—specifically, water accumulation in the drain pan caused by the evaporator coil freezing and subsequently thawing. Upon reviewing the service history, there have been multiple visits involving significant repairs spanning several months. Our first major intervention involved replacing a leaking indoor coil, which can—and in this case, did—cause the system to freeze. At the time of our initial service call on March 19, 2024, we noted that the system was low on refrigerant and recommended a recharge. However, the client declined this recommendation. We returned on May 7, 2024, due to a "no cooling". At that point, the system was again freezing. The customer opted to recharge the system, and we recommended a coil replacement, which was covered under the manufacturer’s warranty. Due to the coil leak and continued system usage, the compressor was subjected to increased strain. This often results in overheating and deterioration of the windings, which can ultimately lead to compressor failure. Furthermore, the new indoor coil has a higher refrigerant capacity than the original outdoor unit, creating an imbalance that can certainly contribute to the outdoor unit’s premature failure. Just weeks later, the compressor failed. Understanding the broader context, we offered a significantly discounted price for a full unit replacement rather than just replacing the compressor, as we recognized the underlying issues would likely persist otherwise. On April 21st we responded to another "no cooling" call, which we determined was unrelated to the system issues prior. This time, the problem stemmed from the indoor zoning system. Zoning systems regulate airflow throughout the home via a control board and multiple thermostats. A failure in the zoning components can lead to airflow issues, which in turn can cause the system to fail due to improper airflow. The technician that came out was able to open the upstairs damper that was stuck and got it to stay open but recommended replacing to avoid further complications. Each repair performed was necessary to address the ongoing issues observed with the system. No refund is due at this time.  

  Customer Answer

  Date: 05/19/2025

   
  
  Complaint: 23330438
  
  
  
  I am rejecting this response because:

  I have spent over $5000 with this company to fix these issues and the same thing is happening and they are now trying to get $4000+ more from me. The technician that came out last was able to diagnose the issue quickly, only when I followed him around as he was working so I could understand what was happening, which I will now leave a review and encourage anyone using you guys for a repair to do as well.

  I guarantee the person messaging here is not any of the various technicians sent out and has never even worked on my system.

  Again, I had to complain to the BBB in order to even get a response when I did fill out complaints to their formal "message the president" portal and emailed the president directly. Per their website:  We offer Coolray's Lifetime Parts and Labor Warranty, including $0 repair fees for life, We fix it correctly the first time with a 100% satisfaction guarantee, Our technicians are Trust-Certified, friendly, personable and committed to your satisfaction. The only one I can agree with is the last one, specifically of the last technician that came out and explained everything to me as I walked around with him. I am 0% satisfied with the costly repairs that were not fixed correctly the first, second or third time. 

  
  
  
  Sincerely,
  
  
  
  Jasmine Brooks

• Initial Complaint

  Date:05/09/2025

  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 purchased two HVAC units for our home in 2019 for about $20,000. At that time Coolray provided us a lifetime warranty on parts and labor, under certain conditions including having an annual maintenance inspection performed by "any qualified service company". The first 5 years of maintenance were free and provided by Coolray. This year we selected another company to do the service. They identified a faulty part that fell under the lifetime warranty, so I contacted Coolray to come out and do the repair at no cost. The Coolray technician agreed with the initial assessment, however he said we were not eligible because our service work was not under contract with Coolray. I showed him the warranty form and language which explictly does not require Coolray to do the annual service work. He elevated to his management who were adamant, despite a document in black and white that said the opposite. This is fraudulent and dishonest. Coolray then offered to do the repair "this time", but next time would be denied if I didn't sign up for a service agreement with them. I refused to be extorted and said I would be reporting this to the ************************'s office and the Better Business bureau. Attached are the front and back of the warranty form with relevant language highlighted and the invoice from our service contractor who originally flagged the issue.

  

  Business Response

  Date: 05/12/2025

  Mr. ********************* you for reaching out. We apologize for any misunderstanding as the technician was not looking at the updated warranty information. Were happy to help clarify the warranty associated with the system installed on November 9, 2019. You are correctin the warranty certificate, it does specify that annual maintenance may be performed by another reputable company, provided they are Carrier-authorized. After reviewing your account, our records indicate the only maintenance missed was the heat maintenance for 2024. If youre able to provide documentation for heat maintenance in 2024similar to the record youve already submitted for the 2025 AC maintenancethat would bring your maintenance history up to date. However, if youre unable to locate this documentation, thats fine; we will still honor the warranty at this time as it would be just 1 maintenance missed. We do kindly remind you to keep detailed records of all future maintenance, as failure to do so may risk voiding the warranty going forward. We appreciate your patience and attention to this matter. 
  
  

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23311619
  
  I am rejecting this response because:

  The stated facts are incorrect. 2024 service on both systems was performed by Coolray on 3/16/24. The report from that visit is attached. There is no gap in required annual service. 
  

  The technician was not misinformed. He spoke to his supervisor multiple times who put him in the difficult situation of denying service when it was clearly covered under warranty. In fact the technician was quick to confirm the issue and was prepared to address before he was told not to. Coolrays supervision and management was well aware of its actions, refused to speak to me directly or provide a path of escalation to resolve. 

  The outcome is acceptable, to provide the required repairs as outlined in the warranty.
  

  We will be keeping record of this correspondence and any response from the Georgia Attorney General so the next time that a repair under warranty is necessary Coolray will not attempt to avoid its contractual obligations. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 05/13/2025

  Good morning, Mr. ********************** accept my sincerest apologies for the oversight regarding our technician supervisor not connecting with you to gather all the necessary details. Upon reviewing your account, your warranty coverage is clear, and I will ensure this matter is addressed internally to help prevent similar situations in the future. Should you have any concerns regarding your account moving forward, please dont hesitate to reach out to our Customer Relations teamwe're here to assist you. While I am unable to change what occurred during the service visit on Friday, I want to assure you that your concerns have been heard and that the necessary repairs will be covered under your existing warranty. Regarding the 2024 heat maintenance, I have not been able to locate any record of that service. According to our documentation, the maintenance completed on 3/16/2024 was for the air conditioning system only, as noted in the report you attached under Type of Inspection/Tune-Up.

   

  Once the required part becomes available, we will promptly contact you to schedule the follow-up appointment. Thank you for your understanding and patience. If you require further assistance please feel free to reach out. 
  

  
  

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23311619
  
  I am rejecting this response because:
  For clarification purposes, these systems are heat pumps - the 2024 inspection covered both the indoor and outdoor units. Definition of heat versus air conditioning makes no difference, they are the same equipment and the photos in the report document it. The 2024 inspection covered the indoor air handler with the fan that has failed and is being replaced. It is labeled Furnace / Air Handler in the report. The repair visit is scheduled this Friday, as the parts are in stock. Thank you. 

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

• Initial Complaint

  Date:02/18/2025

  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.

  CoolRay damaged our respiratory systems and our attic by pretending to install insulation and left most of our attic without insulation as the attached pictures show. The little insulation they did install made both my husband and me very ill. I contacted CoolRay as soon as we realized it was FIBERGLASS CoolRay installed in our attic. We were forced to go through absolute h*** nearly a year, as we pleaded to have CoolRay to remove their ************* requesting a full refund of $3,850.00 we paid for the insulation installation, which CoolRay failed to install fully. These attached pictures dont lie. The new company we hired to install insulation were shocked when they took these pictures to show us we had been fully taken advantage of by CoolRay. Upon leaving, CoolRay employees said to us, Dont walk on this insulation or your warrantee will be revoked. They knew, they had tricked us for our money.I have endured degrading behavior, incorrect words and actions provided by CoolRays **************** staff, repeatedly as I've tried to have CoolRay return my money.I've done good business with this company for years, bought numerous heating air equipment from them. Think of the distress I endure each time they come to my home for warantee issues.

  

  Business Response

  Date: 02/24/2025

  On November 22, 2023, Coolray's ********************* performed an attic insulation installation for the customer, blowing in insulation on top of the pre-existing fiberglass to reach an R38 coverage level (1738 sq. ft.). We have before and after photos to confirm the work performed; however, I am unable to upload these images at this time. If needed, I can provide them separately.
  On May 22nd, 2024, the customer contacted us, expressing concerns that the insulation was causing breathing issues and excessive coughing. I spoke with the customer that same day to address their concerns, but the conversation escalated when the customer began shouting and ultimately disconnected the call. The customer later called back, using inappropriate language and making derogatory remarks about one of our managers. I informed the customer that moving forward, all communication would be handled via email due to the nature of the language used. We also have a recording of the conversation if needed.
  On June 3rd, 2024, a waiver for the removal of the insulation was sent to the customer, along with the before and after photos and the original signed estimate, which had granted permission for the work to be performed. 
  On August 14th, we received the signed waiver where the name was altered. I resent the customer advising the name has to remain as it is on the proposal. The process was delayed when the customer requested us to revisit the attic due to concerns that an area had been missed. After speaking with *** and **** I advised them that we would perform a single visit for the extraction of the insulation, and we would not be making any other unnecessary trips. Given the customer's ongoing concerns, ********************** found it unusual that the customer process was delayed repeatedly by the customer. 
  On August 27th ***** the customer eventually submitted the signed waiver, and a removal appointment was scheduled, though there was a month-long wait due to the backlog in our insulation department.
  On October 2, 2024, the extraction of the insulation was completed. 
  The waiver clearly outlined that no refund would be issued for the removal of the insulation. At this point, Coolray considers the matter resolved. We followed the agreed-upon process, with the customer signing the waiver and giving their approval for the insulation removal.
  I am unable to submit my response with the attachments included. I have all documents needed as evidence. 

  Customer Answer

  Date: 02/25/2025

  Please I need help, the person who responded to me IS THE SAME COOLRAY WOMAN who abused me, the same woman wrote lies about our contact, even in her response to this complaint.  I am a Disabled US Veteran, I'm 84 years old. It is not safe for me to be harassed by that woman, MEKA. Please advise me.  

  

  Business Response

  Date: 02/26/2025

  Thank you for your response. Coolray considers the matter closed. Please advise if any further information or documentation is needed.

• Initial Complaint

  Date:01/24/2025

  Type:Sales and Advertising 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.

  In June of 2024 we were forced to change our AC system and we went with CoolRay, but they came into our life like cancer. Ever since we had the system replaced nothing, but problems. I reached out to the Sales person **** ******* and he shifts everything back to us like I am suppose to know how to purchase the system. We had new system installed and same month I had to have them in my house every week and they were not able to figure out what was wrong. They started with changing the Thermostat which was free and after that started asking for more money stating we need Dampers. First I paid for one and in winter they came again and told us we need to spend more. They have issue with staff who has no idea on what is going on and every time new person shows up at my house wants us to keep spending more money, as this is their training ground. I am totally frustrated with this people and would like to have someone reach out to me. They love holding me hostage by threatening that if I cancel the yearly maintenance I will lose the warranty, but they are not living up to what to promised to do and that is why I call them CANCER.

  

  Business Response

  Date: 01/29/2025

  Thank you for reaching out to us. We sincerely apologize for any inconvenience you've experienced and are committed to resolving the issue to your satisfaction. After reviewing your account and the concerns raised, weve determined that the issue is not with the system itself but with the pre-existing zoning. During the visit with ****, our Comfort Consultant, and the installation, the zoning and dampers were functioning properly at that time. Therefore, there was no recommendation to replace them, as everything was operating as expected during both the consultation and installation. To ensure that you are not incurring unnecessary costs, no replacement was suggested at that time. However, we have been able to offer a solution to replace the main floor damper motor for a total of $546, and we are scheduled to complete the work today.
  
  We truly appreciate your understanding and are hopeful this will resolve the issue promptly. Please dont hesitate to reach out if you have any further questions or concerns.
  
  

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22852709
  
  I am rejecting this response because: This is becoming an everyday affair with them. For the first week they were stating that thermostat was bad, so 5 days were gone and even after changing the thermostat the issue did not get resolved. So after 3 visits they are like we need to change the damper. I had to spent $546 dollar for the one floor and soon as the season changed I had to call them and now they are asking for another $546 to change 2nd damper.  I understand that they are blaming on new and old equipment, but they are the expert and should have advised. Every time they come to my place I am being forced to chug more money and that is what I am most concerned about. As per their sales staff if I do not agree to their demands my warranty will be voided and I do not like threats from business who force consumers. 

  Due to the damper issue the seal on the equipment became loose and we were cooling the attic, so it is not just about old vs new equipment, but their diagnosis is not accurate and I am being blamed to know everything. 

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

  

  Business Response

  Date: 01/30/2025

  We truly understand your concerns and appreciate your patience throughout this process. Our team did need to come out a few times to properly diagnose the issue, and initially, we focused on the system itself. However, after further investigation, we discovered that the root cause was related to pre-existing zoning, which Coolray did not replace. At the time, there were no issues with the zoning, which is why it wasnt addressed. We completely understand how frustrating this situation can be, and we want to emphasize that we are not placing any blame on you. Our goal is to work together to find a resolution that meets your needs. To demonstrate our commitment to moving forward and strengthening our relationship, wed like to offer you a complimentary maintenance agreement, extending your coverage through June of 2026.

  
  If youre open to this, Ill ensure the update is made today. We truly value your satisfaction and look forward to resolving this matter.

• Initial Complaint

  Date:12/30/2024

  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.

  I've been with Coolray for 2 years going on 3 years. As soon as they placed the NEW unit in my house, I had problems. I've called over 20 times for someone to come out, now I'm having the same problem. I would like it to be fixed for free.

  

  Business Response

  Date: 01/08/2025

  Thank you for reaching out. An appointment was scheduled for today January 8, 2025 between 12-3 by one of our **************** Representatives. We have attempted to contact the customer to dispatch out to the home. The appointment has been cancelled at this time due to no response from the homeowner. Please note that we have not been to this property since June 1, 2023 and that this is the second visit in response to a complaint that has been cancelled due to no response or request to cancel by the homeowner. 

• Initial Complaint

  Date:12/12/2024

  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.

  In Oct 2022 I purchased a hvac unit. In 2024 not even 2 full ******* the unit stops winter weather was 23 degrees outside inside my home was 54 degrees and sometimes 50 degree depending on the time of day. Company was called to repair unit . It took 5 days for parts to arrive. Imagine 5 days in 50 degrees . Finally when the parts arrived the unit still didnt work. Only to find out it was the breaker box switch. Got heat flowing in my house. House was warm ***** told me I didnt need anything repaired . The manager ****** ****** sent someone a supervisorout to my home to verify my system was functioning properly. ***** . When he came he told me I had damage to my dampers the opposite of what ***** said . ***** reassured me several times I didnt need anything repaired . Now my house is freezing cold again less than a week later. I just want a refund on my money spent ! The unit is nearly 16,000$ . I want my money back . ***** came and destroyed my dampers . I cant even rest properly.

  

  Business Response

  Date: 12/12/2024

  Thank you for sending this over. I have been in contact with the homeowner since the previous complaint received this week. We are working with the homeowner to resolve her concerns at this time. As of December 12, 2024, I offered scheduling for Friday December 13, 2024 but the homeowner requested Tuesday December 17, 2024 for our team to return to make the recommended modifications free of charge. In addition, I have offered half price repairs to the homeowners zone dampers that are preexisting in the home, have no warranty, and are causing the issues to the installed equipment. The equipment installed by Coolray is not what is having issues at the home causing this experience. Reimbursement for the equipment as requested is not an option as this is a preexisting equipment issue that Coolray did not install. I have contacted the homeowner for immediate assistance this morning and am waiting for a response to assist further. We are diligently working within the parameters the customer is allowing us to. 

• Initial Complaint

  Date:12/06/2024

  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.

  On 11/05/2024 I pain ******** to Coolray to repair a leak from a bathtub. I have been a long-time customer of ********************** since 2012. I was quoted ****** to repair the leak from the bathtub. He cut a hole in the wall, which he later admitted he did not need to cut in order to repair the tub. After cutting the hole in the wall the price was them ********. After paying him we discovered that there was still a leak. He told us what supplies we could purchas at ********** to repair the leak. I spoke to Coolray several times, each time they said the tech did not follow protocol in my situation as well as in the past with other customers. They still allowed him to go into peoples' homes and take their ******** ***** M. *****

  

  Business Response

  Date: 12/07/2024

  Thank you for reaching out. I sincerely apologize for your experience with Mr. ******** Please know that we always aim to do what is best for our customers. In reviewing the account, here is what was found: 
  
  It was confirmed that the technician could have communicated more effectively to ensure the customers understanding. The technician noted that a handyman had not used proper seals on the stem, which led to the need to rebuild the shower valve. The $373 charge was for cutting the sheetrock. Based on your feedback, it appears there was some misunderstanding that could have been clarified by the technician. ***** the Customer Relations manager made sure to address this with you on 11/14 and as a result she confirmed we would refund you $400, which takes 7 business days to reflect back to your card. Thank you for your time and attention to this matter.
  
  

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22651037
  
  I am rejecting this response because:
  
  Sincerely,
  
  La ***** *****

  

  Business Response

  Date: 12/10/2024

  On November 14th, at 4:18 pm, you and I spoke, after a brief conversation, I explained the work that was completed, there was work completed by someone other than Mr. ******** I agreed that our plumber could have provided better communication and explain the issues better. MR. ******* offered a refund of $400, you agreed. Mr. ******* considers the matter closed. 

  Customer Answer

  Date: 12/15/2024

   
  Complaint: 22651037
  
  I am rejecting this response because: I spoke to ***** at Coolray on 11/19/2024 @ approximately 11:57am. ***** said from the way the technician completed his paperwork, there was no way to tell what he did. ***** said when he came back in she would get that paperwork from him and send it to me so we could discuss. I never heard back from *****. I called a second ******* the next day after Coolray had been pain ******** to fix a leak from my upstairs bathtub, that still existed "after they were paid to fix the leak". He did not fix the one and only probelm he was called here to do. ***** admitted to me every phone call we had, that he did not follow protocol, and did not do things according to their policies. After we paid ********, he told us to go to ********** and buy items to fix the leak. I did and I have receipts from those purchases. They did not complete ******** worth of work. He said he replaced the stems, which was the original quote of ******, if anything that's the work that should be paid for not the extra ******** dollars.
  
  Sincerely,
  
  La ***** *****