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: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 ***** *****

• Initial Complaint

  Date:12/03/2024

  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 purchased a new hvac unit in 2022 for a new unit . Close to nearly $16,000 unit I also paid for a warranty the warranty includes having a tech come out twice a year to look at the unit and service it . Its now 2024 and the unit is not working. Im in a 54 degree house and the managers will not reach out to answer my questions after Ive called several times . Why did the system fail ? Did you sale me a used unit? What are the technicians checking for ? Why is it taking so long for me to receive help for this unit .lve been without heat for 5 days . They cant give me a time frame of when Ill receive help or anything. Feels like Im paying them for a broken unit

  

  Business Response

  Date: 12/07/2024

  Thank you for contacting Coolray. On Saturday November 30th,a Coolray technician was sent to Ms. ************ property. The technician diagnosed a failure requiring parts to be ordered. Unfortunately on weekends, our vendors are closed and do not reopen until the following weekday meaning the parts order would not be placed until Monday. On Tuesday December 3rd, I made contact with the homeowner and advised I had located the parts and sent a representative to pick up the needed parts out of town as opposed to waiting for shipping with a courier. Upon acquisition of the parts, I provided an update that I would schedule the return visit on Wednesday morning December 5th. On December 5th the technician took all parts to the property and upon process of elimination it was ultimately found to be a breaker as the root cause of the failure. Heating was restored under warranty that same day through some time and extended diagnostic at no cost. I have since followed up with the homeowner and scheduled a courtesy visit with a supervisor to perform an inspection, ensure operations and answer any questions the homeowner may have regarding the home and equipment. In addition, I have offered to cover the maintenance at this property for an additional year complimentary under Customer Satisfaction for the frustrations as I do understand that home repairs can become strenuous on the homeowner to resolve. At this time, the equipment is operational, the homeowner has not incurred any charges for the services rendered, and has received an extended maintenance agreement for the experience. The homeowner accepted the resolution at the this time.

• Initial Complaint

  Date:11/25/2024

  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 had a Hvac unit installed 2 months ago. They had to come out twice to repair unit, and now, I was told they have to remove my ceiling so they can check pipes, or they will do it for $1,100.

  

  Business Response

  Date: 12/03/2024

  This issue has been addressed and resolved with our valued customer.

• Initial Complaint

  Date:11/22/2024

  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 10/16/2024 CoolRay was hired to do what should have been a routine evaporator coil cleaning and seasonal change maintenance.**** ***** and his assistant "Agri" came to clean coils The next day I began noticing a chemical "feeling" in my home. My animals were effected as well.. My throat, eyes ,mouth and lips were burnning. Called CoolRay. Was told it was just residual drywall dust from coil cleaning which would "settle down". I had to board my pets as they became ill. sticker on my Lennox airhandler that clearly said Use Water Only On Evaporator Coil. Both times CR used detergent/chemicals, voiding Lennox warranty. he completely missed freon line leak he created from the first coil cleaning. I called CoolRay back out, ******* came this time and discovered the line set had not been braised correctly when **** ***** reassembled my airhandler. Me and my pets (still being boarded at this time) had been breathing freon gas oily vapors. CoolRay couldnt fix the problem that day though .CR came back out on Monday to repair the leak. He neglected to notice the drip pan under my airhandler was full of OIL and vapors emitting from it.I was told it was "water". Ran my fingers through what i was told was water and it was OIL. Left blisters on my fingers;I gave up on CoolRay who was unwilling to send someone back out until "maybe 9:00pm that night, Called ******* out to help me. ******* sold me an $18,000.00 new Daikin HVAC system. The filthy air continued in my home. I am now around $28,000,00 into trying to mitigate a problem CoolRay created and neglected to identify and resolve.CoolRay needs to reimburse for every dime I have spent trying to resolve a problem THEY created. I have also had to throw out $1000,00+ rugs as ******* steamers was unable to get the oily vapor residue out of the fabric. This residue can continue to emit vapors indefinitely depending on atmospheric changes in the home. The money, ************** has been devastating.

  

  Business Response

  Date: 11/22/2024

  Good afternoon, Ms. ******************* you for explaining your side of things. Please accept our sincerest apologies for the inconvenience you have experienced. At Coolray, we are committed to doing what is right for our customers. As previously discussed with *****, we agreed to cancel the monthly maintenance plan and provide a full refund of $16.99. Additionally, we offered to cover the boarding fees for your pets and replace the evaporator coil at no charge, in an effort to resolve the situation. While you ultimately chose to replace the system, we understand the challenges this has caused. In light of this, and with our continued desire to make things right, we will also reimburse you $1473 for the coil cleaning charge. Additionally, I have responded to your original email to Coolray and sent a 2nd request that you forward the boarding bills for your pets so that we can take care of that as well.
  
  We appreciate your understanding and patience as we work to address the situation. Please do not hesitate to reach out if you have any further questions or need additional assistance.
  
  
  

  Customer Answer

  Date: 11/25/2024

  The money spent trying to recover the air quality and safety in my home from CoolRay techs negligence exceed vet boarding bills.

  We are currently itemizing money spent to mitigate the fallout .

  thank you 

  

  Business Response

  Date: 12/02/2024

  The service manager was able to explain the technical side of things. Allow me to clarify this situation as a whole. The "freon and oily" vapors originated from a field-side brazing point, which is located outside the actual equipment. The customer also mentioned that the oily substance was found in the auxiliary pan beneath the unit. In both cases, this issue is external to the system itself. The only way these substances could enter the home, or the airflow would be through significant air intrusion on the return side of the system. However, this is not the case, as it would also result in the customer pulling attic air into the home. ********************** has not made any adjustments or repairs to the return or air intake components of the system. Therefore, any potential intrusions would likely stem from the original installation of the unit. 
  
  Coolray offered a resolution and was more than willing to replace the coil at no charge. However, the customer ultimately decided to replace the system on their own. Again, for customer satisfaction ********************** will cover the cost of the pet boarding bill along w/ refunding the coil cleaning in the amount of $1469. Coolray will await your response either through the BBB or email. 

   

  
  

• Initial Complaint

  Date:11/13/2024

  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.

  Absolutely terrible!! incompetence all around. my problem was A/C wasn't blowing cold air. First visit on 10/14/24, first tech tells me i'm low on coolant and my coil is leaking, presents three options, replace the coil, add coolant, test for leaks to identify the root cause. I choose all three to make sure the whole problem is taken care of. Spend $2700+. 4-5 days later A/C stops blowing cold air again. Called again, this time a Supervisor comes out. Tell me the overflow switch is the problem, its bad, it can cause the system to shut down and not blow cold air. Im thinking why didnt the first tech identify this?? Wants $170+ to change it out. I turned it down, But the supervisor disabled the overflow switch to stop it from shutting the A/C control off. Then the air is back cold again. I just run the risk of a leak not being caught, which Im fine with. But then, 4-5 days later A/C stops blowing cold air AGAIN. Same Supervisor comes back out on 11/13/24. THIS time tells me some fan isnt giving the proper power. Wants $450+ to fix this issue. Of course I turn it down, because now I realize Im dealing with incompetence and/or a scam to piecemeal me issues and get thousands of dollars out me. How are you not able to diagnose a routine problem like this upfront and give me EVERYTHING that's wrong with it at once. You clearly trying to put me in a position to put out money here and money there, so in end Ive spent like $10,000, and probably still wouldnt fix the problem, only to tell me I need a full replace. Taking advantage of people that aren't subject matter experts and uncomfortable in their homes. Their customer relations people are supposed to be reaching out to me to rectify the situation. But I have a feeling they are going to want me to put out more money for issues they should have diagnosed in the first place, so I'm being proactive with this post. Coolray has fallen OFF. And ALWAYS get a second opinion. Just eat the multi-diagnosis fees upfront.

  

  Business Response

  Date: 11/14/2024

  Thank you again for speaking with me this morning. I want to sincerely apologize for the inconvenience you've experienced, as I understand how frustrating this process has been for you. Please rest assured that Coolray is committed to resolving this matter and ensuring that your system is functioning properly. I spoke with the service manager, who confirmed that the fan relay issue is a separate concern related to the electrical components. We have scheduled a visit for tomorrow, 11/15, between 12 PM and 3 PM, with our field supervisor to complete the necessary repairs at no charge to you. I will personally follow up with you to ensure everything is working smoothly, and Ive provided you with my direct contact number should you need anything in the meantime. We look forward to resolving this for you and appreciate your patience.

  Customer Answer

  Date: 11/19/2024

   
  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. They remained responsive to trying to fix the **** issues. The latest repair on 11/16/24 appears to have solved the problem. The only reluctancy i have is that there's been 3-4 day stretches where it seemed like everything was good, then it stopped blowing cold/hot air again. But for now everything is good.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/30/2024

  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.

  On July 16, 2022, Coolray **************************** installed an air handler in my home. I was connected through this service through **********. After the installation, on August 6, I made another appointment with Coolray because water was leaking in my downstairs restroom due to a leak from the air handler upstairs. The repairman came in and installed a switch and stated that he unclogged a pipe. A few weeks later, we noticed a leak in the bedroom beside the bathroom that was previously leaking. It was hard to detect how long it had been leaking because furniture was there; however, we noticed water on the carpet. After moving the furniture, there was ***** stains on the baseboards and wet carpet. On September 28, I made another appointment with Coolray. The tech came out and said he couldn't find the source of the leak and that it was a plumbing issue. I scheduled an appointment with a plumber, who measured the water saturation of 60% on the wall. He identified that the leak was from a poor repair job that was done when the leak was sealed off. He did not fix the leak, because he did not want to compromise the warranty coverage. On October 1, I spoke with ***** who scheduled an appointment for October 3. The supervisor came to my home to take pictures and attempt to find the source of the leak. He could not and stated that he would schedule an appointment for the installation team to come cut the wall to find the source. He also said that he was going to put in a request for the damages to be fixed. I received an email in error on October 7 to coordinate repairs, but was told this was not for me. The sender sent an email to Meika to connect me, however, I have not heard from the installation department nor Meika. I sent an email and she has never responded to that either.

  

  Business Response

  Date: 10/31/2024

  Thank you for reaching out. I sincerely apologize for the lack of follow-up on our part and any confusion this may have caused. I understand that this situation has been frustrating for you, and I want to assure you that Coolray is committed to resolving it.
  The supervisor that came out confirmed that the leak originated from a pipe located behind the wall. Accessing this pipe will require cutting into the drywall. Please note that this is pre-existing and that Coolray did not install. The supervisor took a video during the visit as evidence to support his findings. We have already replaced a small section of PVC for the customer and are willing to work with Ms. ****** to reroute the drain line at no charge, which would need to be handled by our installation team. However, we are not responsible for drywall repairs. I would be happy to schedule this for next week, depending on Ms. ******** availability.

  I was unable to upload all the videos and pictures as evidence due to the files being too large. Please advise who I can send this to. 

  
  Thank you for your understanding, and please let me know how you would like to proceed.   

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22492697
  
  I am rejecting this response because when the technician (supervisor) stated that he was unsure where the leak was coming from and that is why he was going to refer it to the installation team. In his words, he was puzzled as to where the leak was coming from. When I shared with him that the air handler was installed by Coolray and showed him the documents that I had which showed that I was charged for the pipes being replaced during the installation in July 2022, he said that is standard for the receipt. He did say he was submitting it to his manager for repairs of the damaged floor and baseboard. Again, I never heard anything even after several times of reaching out. I need for Coolray to accept responsibility for their shoddy work ethic. I am not accepting this until what has been done wrong, is made right 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 11/05/2024

  The initial technician who visited the site was unable to identify the exact source of the leak, which led to the dispatch of a field supervisor on October 3rd. Upon inspection, the supervisor confirmed that the leak originated from pre-existing piping. As a gesture of goodwill, Coolray is willing to re-run the pre-existing piping at no additional cost to the customer. However, it is important to clarify that the water leak is not the result of any fault on Coolray's part. Additionally, the video uploaded to the customers account further supports this assessment, though I am unable to provide the video as evidence at this time do it will not upload.

   

  Please note that while Coolray has the necessary documentation, including the proposal, invoice, and video, to support our position on this matter, I am unable to upload these files at this time as it is not allowing me to do so. 

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22492697
  
  I am rejecting this response because it clearly states on October 3 that someone would be sent back to my home. I understood and was ok with the drywall not being repaired. I wanted the source of the leak found and stopped. No one every reached out, except accidentally to tell me my repairs would be covered, only to turn and tell me it was an accident. After emails and calls, it took me filing a complaint here to get a response!! I want the baseboard and floor repaired where water continued to leak from your negligence and unprofessionalism with not following up as stated on the invoice.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:10/10/2024

  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.

  I had a service from this organization to replace a compactor and a TCV. I was charged $5000. Upon searching out other **** companies because the price seemed so outlandish, I discovered that this price was totally over the top. This is my first stop to handling this issue of price gouging. The cost of this service should have been no more than $2000! I have been had and want some refund!

  

  Business Response

  Date: 10/11/2024

  Thank you for contacting us. I have spoken with Ms. Estes and have resolved the concerns providing an explanation of the events as follows. On October 8, 2024 there were two major repairs performed involving a compressor and TXV replacement. These repairs are labor intensive and required multiple technicians to complete in a timely manner.  Coolray honored the manufacturers part warranty and quoted for the labor and materials to perform the work that Ms. Estes signed and approved. As we understand that home repairs can be frustrating and costly we have agreed to honor a retroactive discount for becoming a member which would have been an option at the time of the repairs. I have reimbursed Ms. Estes $510.42 and, in addition, honored her 2nd system in the home to be covered under the maintenance agreement complimentary. The membership has also extended the parts and labor warranty for these repairs to 2 years. I am happy to have resolved Ms. Estes concerns and advised if she ever had any further questions or concerns she may reach out at any time. 

  Customer Answer

  Date: 10/14/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22405261, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Priscilla Estes

• Initial Complaint

  Date:09/11/2024

  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.

  We had two new HVAC units installed 07/31/24, and we were quoted a finance rate of 6.99% verbally as well as written on the quote. Credit score is over 800. However, we ended up with a 7.99% rate without any notification. We complained to the salesperson as well as billing, and we were promised a follow-up call which has never happened. Also, no paperwork was ever mailed to us as promised. We were also told that a permit for the work would be filed for us and that an inspector would be out to look over the work. This has never happened. We complained about this as well, and again, no communication from Coolray.I would like for Coolray to give us the 6.99% rate that was quoted, take care of the permit as promised, and send us the paperwork so we can pay the bill.

  

  Business Response

  Date: 09/11/2024

  We have discussed with customer and offered the following:

  we will be adding a 5-year maintenance agreement to the home. This will cover the 2 systems we installed and 1 older unit.

   

  Customer Answer

  Date: 09/15/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/20/2024

  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 the electrical redo after we had already financed the ** through them the maint person from ********* called me down to show me that he couldnt believe my electrical passed inspection. Theybolted the new box directly to the cinderblock wall in my basement and apparantly there should hev been wood 2x4s behind it to keep the moisture from penetrating the new box. The basement wall and placement is underground and there is a lot of moisture in my basement. I was NOT happy that they did a crappy job for 20k.On our ** unit. We had to have them back out 5 times after they installed it. It never worked properly and kept running and not cooling. We though thye finally fixed it but now the maintenence guy came out to tell me that the drip pan was full of water (it should not be leaking like that) and that the air filter was filthy (we have a maint package and the last person apparantly did not change the filter it was clogged) So the maintenance person tells me that we need a surge protector on our 6 month old ** unit both inside and out and this would cost us $600.00 My question to them was WHY was this not INCLUDED in the 16k charges of your shoddy work?They tell me it doesnt come with it.. ARE YOU KIDDING ME? So I call cool ray and ask to speak to a manager as I explain my frustrations with the receptionist she tells me there is no manager on duty?? Ok I will find other ways to get these grievences fixed. I want my electrical dne RIGHT and I want my ** fixed! a 6 month old unit should not have a full drip tray!

  

  Business Response

  Date: 08/22/2024

  ******************, allow me to apologize for this matter. Please know we are committed to making sure all of your concerns are taken care of. I want to thank you for speaking with me and allowing me to address each concern although the **** concerns were already addressed when we spoke. We did make sure to address the concern w/ the BriteBox panel. We have you scheduled next week on 8/28 for the panel box. We will be sure to follow up with you once the adjustments have been made. 

  Customer Answer

  Date: 08/22/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/24/2024

  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 July 12th I got a warning from my AC unit about 84-High PRESSURE LOCKOUT FOR 4 hours. I immediately contacted Coolray. They informed me about coming out the next day Saturday the 13th to check the problem. The technician came to my house ( I was away at work ) my wife told me that he looked like he didnt want to be there and was very rude. ( I have 4 kids in my house ) he called me and told me that the control board is broken and he needs to order it and it is under the warranty, he didnt want to give me any information about the timeframe and told me I have to pay $668 before he can answer any of my questions I asked to follow up later with Coolray. I contacted Coolray that same day and asked to speak to a supervisor about this situation. ****** ( sorry if I misspelled ) told me she will contact me and get it taken care of. On Monday, no one contacted me.. it is 95 degrees outside.. I called and called and requested to speak with her. No progress. I called the following day on Tuesday and she answered and I asked her to please have someone come out and get it fixed and asked for the follow up once the apt was set. No one calls me. I kept trying to call without progress. On Monday the 22nd I called again and they scheduled an appt to come out that same day. The guy came and said it wasnt the control board but something else. He doesnt know what it is and have to set another appt to come back. When he left, nothing upstairs is working. No screen, no air. Nothing. I dont know what he did but everything is not the way it was and I believe it got worse after these 2 technicians came to my home. I asked for the follow up and at the appt. No one called me. I tried contacting 2-3 times a day on Tuesday the 23rd and today the 24th. No one is willing to help and they keep telling me they are in the meeting. This is what I was told on Monday. How is this right?? This is by far the worst service I have ever gotten from anyone.

  

  Business Response

  Date: 08/01/2024

  I apologize for the delay in the response, we replaced the plug circuit board for main control board and infinity thermostat. On July 25, we returned to replace the inverter board. I will be following up today to make sure the system is working properly.